Senior Desktop Support & Systems Engineer /s

Jeffrey D. Walker

Phone: 765-***-**** Email: *******.**********@*****.*** Location: Anderson, IN 46012

Desktop Support

Technical Support Network Administration Systems Engineering

Summary of Qualifications

Versatile, highly qualified, and tech-savvy IT Professional with 15+ years of experience in desktop support, systems engineering, network administration, installations, troubleshooting, and technical support operations. Adept at collaborating with all levels of personnel and corporate management to achieve business and IT resolution objective success. Solutions-oriented with notable success performing a broad range of IT initiatives while participating in planning and implementation of systems solutions in direct support of targeted business objectives. Consistently revered for managing projects that improve business processes and end-user support while providing exceptional customer service at all times. Currently seeking a senior-level position in Desktop Support/Engineering by demonstrating the following key strengths:

Technical/Helpdesk Support

Project Management

Installation/Repair

Database Administration

Server Setup/Management

Systems/Network Engineering

Troubleshooting/Repair

Network Administration

Wireless/LAN/Web Services

Active Directory/Remedy

Team Building/Leadership

Information Security

Issue Tracking/Resolution

TCP/IP Protocols/Scripts

Hardware/Software Configuration

Core Competencies

Exceptional problem solving, communication, organizational, and time management skills.

Responsible for setting up, installing networks, wireless devices, and mail servers while installing new software.

Full lifecycle experience in scoping, designing, developing, deploying, and supporting enterprise-scale business applications and business intelligence software.

In-depth knowledge of many web applications, database platforms, and hardware systems.

Unique competency in translating business issues into technical solutions including technical leadership and coordination, and ensuring customer needs are met.

Outstanding leadership abilities; able to coordinate and direct all phases of project-based efforts while initiating efficient customer support initiatives.

Exceptional multi-tasking skills with a wide-range of technical abilities and proficiency in several applications and hardware platforms.

Professional Experience

Insight Global @ NGS IT Support Specialist level II Jan. 2024 – Present

Responsibilities:

Assisted end-users with setting up replacements and refreshes, including WYSE/Laptop, Windows OS, hardware/software, browsers, and LAN/WAN/Wireless networking.

Collaborated on departmental deployments and process improvements.

Documented and resolved reported issues via phone and in person.

Provided troubleshooting assistance to team members.

Managed shipping post-deployments to end-users’ addresses.

Collaborated with managers and end-users for needed deployment escalations.

NTT Global IT Field Technician level IV Sept. 2022 – Dec. 2022

Responsible for providing field support for American Health Network with Optum while solving complex hardware and software issues.

Imaged computers using SCCM, deployed/maintained single user, and installed peripheral devices.

Consistently maintained exceptional customer rapport at all times and relationships with team members.

TEKsystems @ GXO [Warehouse environment] Desktop Support Technician Sept. 2021 – May 2024

Solved complex hardware and software issues.

Imaged computers using SCCM, deployed and maintained single user.

Responsible for all aspects of windows 10 deployment for over 3000 computers.

Added and updated spreadsheets pertaining to but not limited to asset management in SharePoint.

Adherence to GxP standards in a warehouse environment

eHealth Desktop Support Technician, Contract with Insight Global Aug. 2021 – Apr. 2022

Imaged computers using Intune, deployed, and maintained single user devices.

Oversaw all aspects of Windows 10 deployment for over 3000 computers Solved complex hardware and software issues.

Assisted users with their Software and hardware issues on a daily basis.

Professional Experience (Continued)

VA Hospital Systems Analyst Oct. 2020 – Aug. 2021

Solved complex hardware and software issues in the hospital and pharmacy.

Imaged computers using SCCM, deployed and maintained both single user and auto login devices.

Coordinated all aspects of windows 7 and 10 deployment for over 3000 computers.

Assisting in Server Closets to correct network issues.

Trained new Desktop Support technicians.

Adherence to GxP standards in a Hospital and Pharmacy environment

IU Health at Ball Memorial Hospital Systems Analyst Mar. 2015 – Jul. 2020

Solved complex hardware and software issues in the hospital and pharmacy.

Imaged computers using SCCM, deployed and maintained both single user and auto login devices.

Managed all aspects of windows 7 and 10 deployment for over 3000 computers.

Troubleshot issues with O365 for desktop and mobile devices.

Adherence to GxP standards in a Hospital and Pharmacy environment

Additional Experience

Wireless at Work (Sprint) Customer Support/Sales/Store Manager Nov. 2014 – Mar. 2015

Integrated Orthopedics A/R Collections Specialist Apr. 2014 – Jul. 2014

Tyco Integrated Security Support Analyst/Trainer Apr. 2010 – Apr. 2014

Wellpoint Tier 1 Helpdesk Nov. 2008 – May 2009

ACS for Verizon Wireless Customer Care Associate/Work Force Analyst Jul. 2008 – Oct. 2008

Manpower at IBM Help Desk Representative Dec. 2007 – Jun. 2008

Staff Management at HP Computer Technician Mar. 2006 – Jan. 2007

Wright Global Technologies Field Technician Supervisor Mar. 2005 – Nov. 2008

Education & Certifications

CompTIA A+ Certification

T4 Public Security Clearance

Technical Proficiency

Hardware (Installation, Maintenance, & Upgrade)

Motherboards, Video cards, Sound cards, SCSI & DMA Controller cards, Modems, Ethernet cards, Hard drives, DVD drives, Internal & External SCSI & IDE CD, CDR, & CDRW drives, Phase Writer drives, Jazz & Zip drives, Tape drives, Floppy drives, personal & networked Printers, Scanners, Interactive Multifunction business machines (print, fax, scan, copy), Integration with external Video & Sound hardware, Redundant Power supplies, CPU replacement, BIOS (multiple brand) configurations, PC Cases (multiple brands & sizes), Power Supplies, All PCMCIA Laptop Hardware.

Software (Operating Systems & Major Applications, Backup Utilities)

Windows platforms from 95 to current, including NT, Home and Professional Editions, Macintosh OS (10.3, 10.4, and 10.5), Ghost, Microsoft Office (97-Current), Internet Explorer, Netscape, Outlook, Express, Norton Utilities, Lotus Notes, Corel Draw, Adobe Photoshop, Adobe Acrobat, Flash

Networking (Hardware & Software)

TCP/IP, POP3, SMTP, DHCP, DNS, WINS, Apple share, Ethernet cards, Ethernet hubs, CAT & Coax cables, Windows NT File/Print servers, Windows NT/2000 Primary & Backup domain controllers, token ring adapters, Bridges, Large Hubs & Patch panels, Windows NT IIS servers, Microsoft Exchange Server, Novell servers, Netware Application Launcher (NAL), Cisco & 3com Routers.

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