Desktop Support Technical
Resume:
TIMOTHY P. CARMICHAEL
Senior Desktop Support Engineer
*********@*****.***
Summary
Computer support specialist with over 20 years of experience, delivering customer service and technical support with recognized strengths in problem-solving, trouble-shooting & peer support. A solid track record planning & implementing proactive procedures and systems to avoid foreseeable problems. Organized and detail-oriented; known for ability to focus and deliver exceptional work from initial customer interview, replication of issues, resolution of problems, and escalation of problems to appropriate roles. Experience
• Desktop Support Engineer
Agiliti Health Bellefontaine, OH (www.agilitihealth.com) Sep 2020 – Sep 2025 (5 yrs 1 mo)
Provided Desktop Support Services from Coast to Coast, Managed ticket queue in support of customers and peers (ServiceNow) Provided expert technical support to end-users, resolving hardware and software issues in a timely manner. Used Microsoft Entra ID to track, manage and administer customers, hardware and the MS suite of software. Participated in the migration of 600+ workstations to Windows 11, ensuring minimal disruption to business operations. Managed inventory of hardware assets such as laptops, monitors, printers, etc., ensuring accurate tracking and timely replenishment. Includes imaging using thumb drives, EndPoint,,
Experience with MS Endpoint, Exchange, Azure, 0365, Cisco Anyconnect, Meraki switches and APs.
Day to day duties include password resets, remote assistance via Beyond Trust Bomgar, managing the ticket queue for my colleagues (assigning tickets to the best persons), managing my own ticket queues with detailed notes, sometimes including screencaps or screen recordings for review, training and demonstration.
• Provided expert technical support to end-users, resolving hardware and software issues in a timely manner
• Managed and maintained desktop infrastructure, including installation, configuration, and troubleshooting of operating systems and applications
• Participated in the migration of more than 600 workstations to Windows 11, ensuring minimal disruption to business operations
• Provided training sessions on new technologies and software applications to enhance end-user productivity, M&A conversion therapy for “acquired” users.
• Managed inventory of hardware assets such as laptops, monitors, printers, etc., ensuring accurate tracking and timely replenishment
• Resolved complex technical issues escalated from junior support engineers within agreed service level agreements (SLAs)
• Implemented remote access solutions for off-site employees using VPN technology
• Assisted in the planning and execution of office relocations or expansions involving desktop infrastructure setup
• Collaborated with network engineers to troubleshoot connectivity issues between desktops and servers in my offices coast-to-coast.
• Managed Active Directory user accounts, group policies, and access permissions for improved security and compliance
• Provided technical guidance to junior support engineers in resolving complex hardware or software problems
• Maintained accurate records of all support activities including incidents, service requests, changes, etc
• Desktop Support Analyst
Stantec Consulting Services Columbus, OH Formerly R.D. Zande (www.stantec.com) 2008 – 2019 (11 yrs)
Provided Windows, Mac, and mobile device support Performed Tier I and II troubleshooting Resolved or escalated (as appropriate) problems and issues (email issues, application requests, break/fix or remote installations as needed) Remote access of users’ systems to analyze and correct issues Worked with ticketing system and troubleshoot software and hardware Managed the ticket queue and route tickets accordingly Repaired and imaged systems Ensured prompt, satisfactory resolution of issues New Employee training (backup to IT manager) Employee on-boarding and off-boarding in MS Active Directory Moves/adds/changes of computers, network printers and VoIP desk phones Tracked asset assignments using an Assets database (computers, hotspots, printers, etc.) Conference room setup/tear-down for meetings (pc & phone) Hotspot and mobile configuration IT behind-the-scenes support Organized spare/new equipment Asset Audits- verifying location of computer assets and updating the Asset database Maintained a clean and organized work area Backup tape rotation Performed trending analysis to enable proactive action, preventing problems or escalating as appropriate
• Desktop Support Analyst
ICC (Contractor to R.D. Zande & Associates, Inc.)
2006 – 2008 (2 yrs)
Performed all of the above for R.D. Zande & Associate prior to acquisition by Stantec in 2008 (same role as contract employee) Was brought onboard to soothe unhappy client, assisted in keeping the contract with Zande as part of emergency customer service initiative
Licenses & certifications
• CompTIA A+ - CompTIA
Issued Jan 1999
Credential ID Unknown
Skills
Technical Support, Customer Service, Mergers & Acquisitions (M&A), Remote Troubleshooting, Remote User Support, Microsoft Office, Microsoft Entra ID, Windows 7 through 11 Migrations, support in Medical/HIPAA environments
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