IT Help Desk & Desktop Support Specialist

Andre Napper

Willingboro, NJ *****

Phone: 267-***-****

Email: *****.******@*****.***

LinkedIn: https://www.linkedin.com/in/andre-napper-68617aa5/

Professional Summary

IT Help Desk / IT Support Specialist with 15+ years of experience delivering Tier 1–2 technical support in fast-paced, on-site, and remote environments. Strong background in hardware and software troubleshooting, enterprise printing, automation-driven operations, and incident management. Experienced supporting Windows desktops, mobile devices, robotics-assisted workflows, and enterprise ticketing systems. Recognized for clear communication, efficient triage, and consistent, high-quality issue resolution.

Core Skills

●- Help Desk & Desktop Support (Tier 1–2)

●- Hardware & Software Troubleshooting

●- Windows Desktops & Mobile Devices

●- Enterprise Printing (Ricoh, Canon)

●- Automation & Robotics Support (Operational IT)

●- Basic Network Troubleshooting

●- Ticketing Systems: ServiceNow, Jira, Zendesk

●- Active Directory User Management

●- PowerShell / Command Line (Basic)

●- Incident Response & Escalation

●- Technical Documentation

●- Customer & Team Communication

Professional Experience

Information Technology Technician (Contract)

Express Scripts by Evernorth – Pharmacy Benefit Services

United States (On-site)

March 2025 – February 2026

●- Provide hands-on hardware and software support in a high-volume automated pharmacy environment utilizing robotics and production-floor automation systems.

●- Troubleshoot and maintain Windows desktops, printers, peripherals, hardware components, and mobile devices to ensure uninterrupted operations.

●- Support proprietary pharmacy systems alongside standard IT tools for maintenance and issue resolution.

●- Work with Zubious technologies, shipping label systems, and mobile-based workflows.

●- Perform diagnostics, repairs, and maintenance on Ricoh and Canon printers.

●- Use basic PowerShell and command-line tools for troubleshooting and system tasks.

●- Conduct network-related troubleshooting and assist with system upgrades.

●- Manage and resolve incidents through Jira and ServiceNow ticketing systems.

●- Respond to job alerts via radio communication, triage hardware incidents, and coordinate timely resolutions.

●- Apply CompTIA A+ knowledge to diagnose and repair printers, PDAs, scanners, and mobile devices.

●- Maintain strong communication with cross-functional teams to support efficient operations.

Help Desk Technician / Administrator

A. Pomerantz & Co., Philadelphia, PA

May 2015 – January 2025

●- Managed ticket queues and resolved user-reported issues across hardware, software, and network environments.

●- Replaced and upgraded hardware components including hard drives, RAM, monitors, and printers.

●- Configured, repaired, and maintained office printers and workstations.

●- Administered Active Directory accounts: onboarding/offboarding, password resets, and group policy assignments.

●- Managed O365 accounts including shared mailboxes, distribution lists, and archived accounts.

●- Performed system imaging, backups, and restores using Acronis.

●- Conducted malware and antivirus scans using ESET Scanner and Malwarebytes.

●- Collaborated with a Managed Service Provider (MSP) to support IT operations.

●- Provided remote support post-pandemic and on-site support across multiple office locations.

Geek Squad Consultant Agent

Best Buy, Philadelphia, PA

August 2014 – May 2015

●- Delivered in-store technical diagnostics and repairs for customer devices.

●- Recommended hardware and software solutions, contributing to improved sales performance.

●- Ensured high customer satisfaction through clear communication and effective problem resolution.

Work Study – IT Support

Kaplan Career Institute, Philadelphia, PA

May 2013 – November 2014

●- Supported faculty and students by troubleshooting and repairing classroom and lab computers.

●- Reinstalled and upgraded operating systems to maintain system reliability.

●- Assisted with basic network maintenance and device installations.

Receiver

Home Depot, Philadelphia, PA

May 2004 – November 2012

●- Managed inventory intake and organization of incoming shipments.

●- Maintained a clean and efficient receiving area to support store operations.

Education

Associate’s Degree in Computer Network Technology

Kaplan Career Institute, Philadelphia, PA

May 2013 – November 2014

●- GPA: 3.79

●- Achievements: Perfect Attendance, President’s List

Certifications

●- CompTIA A+ Certification

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