IT Systems & Desktop Support Specialist
Resume:
JAMIE CARPENTER
***************@*****.***
Education
Associate degree, Computer Network Systems, ITT Technical Institute
Professional Experience
COMMONWEALTH OF PA/SEEGHRA TECHNOLOGIES, Harrisburg, PA
Systems Specialist/Desktop Support
May 2024 – July 2025
●Utilized SCCM tool to conduct software surveys and deploy remote OS installations and troubleshoot devices remotely
●Imaged laptops for new users and performed software and peripheral setup
●Assisted users remotely with peripheral installation of docks and monitors
●Setup, tested and troubleshot workstations for Department of State during State Elections and Petition filing for State Elections
●Worked with various State Departments including the Office of the Secretary of the Commonwealth, Elections, Corporations, Charities, and Office of the Chief Counsel
●Troubleshot hardware including laptops, docks, monitors, peripheral devices, printers, scanners, label makers, and A/V video conferencing technology
●Troubleshot software including Adobe, Office 365, Citrix, Microsoft Teams
●Communicate using Microsoft Teams to coordinate efforts with a Delivery Center based in a different building and leverage hardware levels between the two sites
●Utilized ServiceNow to document work undertaken on any user support incidents. Assigned tickets, escalated, and collaborated with other departments as needed
●Email Procurement Department from within ServiceNow incidents to document work and approval for hardware requests made by the end user
●Troubleshoot data connection issues between the end user’s desk and the network closet data switches, resolving any MAC addressing issues related to docks and BIOS settings
●Perform workstation deployments at various sites as needed in a time critical setting
●Assist with hardware deployment planning
CAPITAL BLUE CROSS, Harrisburg, PA
Computer Operator
July 2020 – December 2023
●Monitor daily Production and Test server jobs in Tidal Automation tool
●Follow up with appropriate on-call staff to resolve issues with down server jobs
●Utilize SCOM tool to monitor connectivity to SCOM agent on Production and Test servers
●Verified server status Production and Test servers using VMWare
●Ensure current daily replication via WinSQL
●Correspondence with coworkers and clients using MS Office 365
●Assigned tickets and escalated using ServiceNow
●Submit Production and Test server jobs in Tidal Automation
●Work with various IT staff on environment refresh and install activities
●Create and assign problem tickets in ServiveNow
●Give daily turnover to the next shift of Operators
PRELUDE SERVICES, Mechanicsburg, PA
Service Desk Representative
May 2019 – March 2020
●Inbound/outbound phones troubleshooting hardware and software issues
●Utilized remote tools to assist in troubleshooting Citrix and Duo Mobile Authentication
●Remote software and printer installations, VPN, and password assistance
●Worked remotely to assist with call volumes when needed
●Travel to client sites to assist with upgrade and OS e-imaging projects
●Responded to customer emails and voicemails
●Process and reassign user access request forms
●Process new and loaner hardware request forms
●Received frequent positive customer feedback from problem ticket surveys
RITE AID CORPORATION, Shiremanstown, PA
Computer Operator
December 2014 - March 2019
●Monitor daily Mainframe jobs to completion and restart failed jobs
●Utilize SCOM, Orion and Mainframe consoles to maintain data center hardware stability
●Change Gear used to assign problem tickets and track changes
●Document and troubleshoot or escalate hardware issues from Rite Aid Distribution Centers
●Frequently execute conference calls and bridges for on-call techs and shift turnover
●Contact various vendors for assistance with hardware issues while documenting the incident
●Research performance of data center servers related to SCOM alerts and escalate issues
●Reprint Mainframe reports and print jobs for Computer Operators at Distribution Centers
JACOBSON COMPANIES, Harrisburg, PA
SAP Service Representative
June 2014 – October 2014
●Run a report daily to obtain incoming shipping container information
●Check-in incoming shipments in SAP and create dock passes
●Maintain daily audit to confirm warehouse location of incoming goods
●Create weekly spreadsheet to document driver fingerprint compliance
●Perform a snapshot frequently in SAP to prevent inventory gaps
●Have drivers sign outbound bill of lading to expedite shipments
●Run a nightly report to obtain inbound/outbound shipment productivity levels
WELLSPAN, York, PA
Help Desk Analyst
December 2013 – February 2014
●Answer client calls while troubleshooting hardware and software issues
●Document incoming phone calls by creating problem tickets
●Remotely assist client with mapping of network drives and printers
●Send appropriate emails and pages for higher priority issues
●Remotely enter administrator credentials to run software updates and install drivers
●Assist client with password credential issues in various applications
●Troubleshoot Wi-Fi devices, VDI terminals and VPN issues
CATAPULT TECHNOLOGIES, Chambersburg, PA
Help Desk Analyst
August 2013 – October 2013
●Answer client calls while troubleshooting hardware and software issues
●Document lost or stolen government-issued mobile devices
●Remotely assist client with mapping of network drives and printers
●Report service outages to queue managers
●Remotely enter administrator credentials to run software updates and install drivers
●Assist client with smart card issues, password, and voicemail resets
●Troubleshoot mobile devices and VPN issues
RANDSTAD TECHNOLOGIES, Mechanicsburg, PA
Help Desk Analyst
April 2013 – August 2013
●Answer client calls and emails while troubleshooting hardware and software issues
●Report outages to multiple teams and document them accordingly
●Remotely assist clients with software and driver installations
●Configure Microsoft Outlook auto archive features for end users
●Remotely enter administrator credentials to run software updates for end users
●Create incident tickets for client-submitted Security Access Forms and escalate them to the appropriate security teams
●Escalate Oracle and other software issues not supported by the Service Desk accordingly
PHEAA, Harrisburg, PA
Desktop Support
December 2012 – February 2013
●Wipe hard drives and image PCs with Windows 7
●Move PC to the correct OU in Active Directory and run group policy
●Push CA software to the machine and install and configure any printer drivers or required software that is not on the image
●Swap out XP machine for Windows 7 machine, running profile copy tool to restore user’s profile
●Import any databases or files from XP machine and map any required network drives
●Troubleshoot any issues following upgrade
●Troubleshoot additional problem tickets or move equipment as assigned
UNISYS – STATE DATA POWERHOUSE, Harrisburg PA
Operations, Computer Operator
June 2012 – November 2012
●Respond to System Center Operations Manager alerts regarding services not running, errors and other server related issues
●Monitor and document incremental and full backups on state servers in State Data Powerhouse Operations center, restarting backups when required in Netbackup and Avamar
●Initiate weekly rebooting of servers in Remote Desktop and document them appropriately
●Create problem tickets in BMC Remedy IT Service Management for issues with server hardware and software identified by monitoring of alerts
●Monitor batch file processing and completion
RITE AID CORPORATION, Mechanicsburg PA
Technical Support Representative
October 2007 – November 2010
●Team member for Field Systems Support Department which provided full range of technical support, hardware, and software (24x7, 365) for over 4700 retail locations
●Often recognized for having the highest incoming calls answered
●Consistently met or exceeded required service levels in a fast-paced call center environment
●Managed high volume inbound and outbound calls from store personnel for technical assistance
●Worked with stores to troubleshoot network connectivity issues related to satellite hardware, routers, and server power supply or electrical problems
●Remotely performed scheduled and unscheduled Unix SASI drive installs and swaps by having store personnel remove and re-seat drives in proper drive bays and copying files
●Utilized Microsoft Remote Desktop to diagnose and resolve issues with servers, workstations, and software
DELOITTE CONSULTING, Harrisburg PA
Help Desk Representative
February 2005 – April 2007
●Statistical data provided to CHIP and AdultBasic Health insurance contractors via daily reports, maintained continuous communication and coordination with customers
●Technical assistance to users, resolving software, hardware, security, or application problems resulting in customer satisfaction and positive outcomes in a medium volume help desk environment
●Provided user support regarding system navigation and troubleshooting
●Utilized online applications, conducted testing of system enhancements and upgrades
●Monitored systems for error messages, watched for existing or potential system problems
●Trained Pennsylvania Insurance Department on use of Data Warehouse database
●Coordinated activities with other agencies and contractors to ensure project success
●Created online application training and testing documentation
●Handpicked by management to shadow new employees, training them in navigational and network system skills
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