IT Help Desk / Field Support Technician with Imaging Expertise

John C. Bower

**** ******* ****, *******, **. ***41

425-***-**** *********@****.***

PROFESSIONAL SUMMARY:

•Information Technology professional with experience in technical support, network configuration, software support, systems administration, desktop support, technical analyst and field service engineer.

•Experienced deploying onboard Toughbooks for use in real-time tracking of service outages and service requests.

•Extensive experience performing both phone and field support of the onboard computers.

•Experience re-imaging and imaging laptops.

•Excellent customer service and communication skills with the ability to interact with all levels of end users.

TECHNICAL SKILLS:

•Windows XP/Win-7/Win-10, Cisco Routers, Hubs, Switches, TCP/IP, Microsoft Office, MS Outlook, PowerPoint, Visio, Word, Excel, Symantec Endpoint Protection, Symantec Ghost, PC Anywhere, Remedy and Service-Now Ticketing System, VPN, Bitlocker encryption, Active Directory, SMS, Remote Desktop and a variety of other PC utilities and software.

PROFESSIONAL EXPERIENCE:

Puget Sound Energy, Bellevue, WA Sep 2009-Jul 2019 Sr. Workstation Support - End User Analyst

•High level of technical skills necessary to service a difficult and challenging 24x7

customer base at Eastside Operations (ESO). These customers include System

Operations, Load Office, Gas and Electric Dispatch and Gas Control. I also have

the additional challenge of adhering to documentation requirements for the

Critical Cyber Assets located throughout the site.

•Resource in supporting the Backup Control Center (BUCC) in Bellevue, along with knowledge of the NERC Change Control process..

•Desktop hardware support for the ECS environment which includes imaging, Network configuration, Deployment and Decommissioning.

•Maintain a high level of customer support beyond expectations. Resolved problems and

issues as they arise and at the same time fixing potential issues before they become problems.

•Successfully support the implementation of the Disaster Recovery Plan and upgrades to systems in accordance with the approved project plan and budget

•Re-imaged hard drives and installed software utilizing SMS to maintain a ready supply of equipment for immediate response to users’ needs.

•Responded to service requests from tracking system (Remedy/Service-Now) tickets for installations, changes and maintenance of IT Desktop/Laptop equipment within Service Level Agreement.

•Acted as second and third tier support to Helpdesk.

•Recommended products and/or services to best fit needs of customer.

•Installed, supported and maintained desktop security, remote access to network via VPN for business partners and remote users.

•Fully involved in a major system Upgrade/Install at ESO (OMS), taking over virtually all

aspects of Desktop's involvement in the project.

•Works across teams (e.g. EMS, OMS) with people from all over IT and the business.

Puget Sound Energy, Bellevue, WA Aug 2008-Feb 2009 Mobile Workforce Technical Analyst

•Workstation Support.

•Supported both Gas and Electric Service Technicians with hardware upgrades and Verizon modem/Aircard installations.

•Troubleshot and supported issues that arose with the Toughbooks both over the phone and in the field.

•Re-imaged hard drives and installed software utilizing SMS to maintain a ready supply of equipment for immediate response to users’ needs.

•Responded to service requests from tracking system (Remedy) tickets for installations, changes and maintenance of IT Desktop/Laptop equipment within Service Level Agreement.

•Acted as second and third tier support to Helpdesk.

•Updated guidelines and procedures for entire Mobile Workforce group.

•Recommended products and/or services to best fit needs of customer.

•Installed, supported and maintained desktop security, remote access to network via dial up and VPN for business partners and remote users.

Genie Industries, Redmond, WA June 2008-Aug 2008 Level Il Desktop Support Analyst

•Supported Information Technology and Services desktop I laptop I printers in a networked (Microsoft Active Directory) environment.

•Performed break fix of computer Hardware I Software.

•Supported a Service Desk setting with a large base of users.

•Experienced with Help Desk management systems utilized for tracking end user problems and resolutions.

•Performed hardware and software troubleshooting of desktop and laptops.

•Ran systems diagnostics and interpretation of diagnostic information for desktops, laptops and their peripherals.

•Installed any applicable products or upgrades for Windows operating systems and Windows based applications and peripherals.

•Utilized remote Desktop utility for accessing a PC over a network.

Puget Sound Energy, Bellevue, WA Feb 2008-June 2008 Mobile Workforce Support Analyst

•Deployed Toughbook onboard laptops to Electrical Linemen in the field.

•Provided support and training to users on software and how to use the Toughbook.

•Invoked SMS to re-image hard drives and install the latest software.

•Supported Workstation Technicians with hardware deployment, moves, upgrades and software installation.

•Responded to service requests from tracking system (Remedy) tickets for installations, changes and maintenance of IT Desktop/Laptop equipment within Service Level Agreement timeframe.

•Acted as second and third tier support to Helpdesk.

•Supported other departments in implementing new IT desktop products and equipment requirements as needed.

•Updated guidelines and procedures for installation of desktop hardware and software.

•Installed, supported and maintained desktop security, remote access to network via dial up and VPN for Business partners and remote users.

EDUCATION:

•Control Data Institute, Computer Programming/Systems Analysis

•Orange Coast College, Computer Science, Associates Degree

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