High School Desktop Support
Resume:
Ke’Ontay Holmes
***********@*****.***
Skills
-Desktop support of PCs and Laptops
-Windows 7 and 10 OS
-Installing and maintaining software and hardware
-Printer Troubleshooting
-Service Now ticketing system
-Computer repairs and replacements
-Active Directory
-SCCM
-ConnectWise ticketing system
-AutoMate remote control program
-termination and installation of data cables (Cat 5e, Cat 6) as well as fiber splicing
-Avaya Phone Systems
-Microsoft Office
Education
•Lewis and Clark Community College
•Years Attended: August 2017- present
•Expected Graduation: 2020
•Major: Computer Science
•Alton High School:
•Years Attended: August 2013- May 2017
•High School Diploma: 2017
IT Projects/Clubs
•Worked in the Technology Club while in high school and we focused on repairing computers and laptops.
•Wired many home networks and installed routers and modems.
•Worked on switches and patch panels in college.
Work History
BJC Healthcare (Contract Completed) May 2018 – June 2018
Desktop Support/ Hardware Installer October 2019- March 2020
Position Purpose:
• Make sure Healthcare software and hardware was working perfectly and install needed software and hardware to PCs
•Installed or upgraded necessary hardware
•Install/push software via landesk
•Troubleshoot hardware or software problems (monitors, barcode scanners, printers, signature pads, etc.)
•Worked in a fast paced team environment and met deadlines
•Supported Nurses, Doctors, and administrative assistants PCs/Laptops
•Used ServiceNow ticketing system to keep assign, track, and update end-users support tickets.
•Active Directory for password changes and account creation.
•SCCM used to create remote sessions and to push software to an end-user remotely.
Repairs (Co-Owner) February 2017 to May 2017
IT Technician (Self Employed)
Responsibility:
• Customers had issues with their computers, printers, and TVs
•Replaced Hard Drives
•Refurbished computers
•Built computers for people who wanted one but didn't understand on how to actually make them
•Replaced tv screens and monitors
•Replaced LED light in tvs if they went out
World Wide Technology September 2018- September 2019
Rack & Stack Technician
Responsibility:
• build, cable, and test server racks to customers standards and troubleshoot if devices or cabling is not working properly.
•installed required hardware and devices for customers need
•installed and managed necessary cabling for build. (Worked with cat6 and 7, fiber, twinax, SFP's,etc.)
•Installed AC or DC power. (DC power is personally cut to needed length and terminated with the proper lugs.)
•Troubleshoot hardware, faulty cables, and damaged power cables.
Essential Network Technology October 2020- January 2021
Cable Technician
Responsibility:
●perform data cable runs (Cat5e, Cat6, fiber, etc) to specified areas from the server.
●Termination of data cable as needed.
●Installation of hardware needed (access points, access control, printers, phones, and computers).
●Testing of cable run via Fluke Cable Analyzer. Responsible for uploading the result of each cable test to the system.
Essential Network Technologies (Promotion) January 2021-
Help Desk
Responsibility:
●Work Level 1 help desk service tickets remotely via ConnectWise and help and fix users' computer or network related issues such as avaya sip phones, printers, Microsoft Office, active directory, and data cabling.
●Create, monitor, and service end user accounts and emails
●Laptop Imaging, hardware upgrades and installation, and inventory
●Provide onsite support and remotely when necessary. ( Work at least 15 to 20 a day with a third of that being remote work.)
●As of June 2021, moved to onsite position to Confluence Academies as the Onsite IT Technician.
●Used Connectwise as the ticket system to keep track and update support tickets.
●Connectwise Automate to create remote sessions and check logs of a user's computer.
Express Scripts/Cigna (Contract)
Desktop Support
Responsibility:
●Onsite desktop support (remote work periodically) working on Tier 1 to Tier 2 support tickets.
●Daily call queue to help and support new hires with computer setup and hardware setup.
●High ticket rotation to help up and support level 1 high priority tickets.
●Use of ServiceNow for creating, updating, and keeping track of user support tickets, as well as hardware inventory.
●SCCM and Bomgar were used as our tool to create remote sessions, check if users are connected to the network, and check logs of a user's computer.
Biomerieux March 2023- present
Onsite Desktop Support
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