IT Support Specialist: Networking & Helpdesk
Resume:
Robert Sager
Sumter SC.
************@*****.***
Information Technology Support Specialist
Multifaceted technical career with proven track record of exceptional customer support and service
Technically sophisticated professional with solid history of networking support. Built a progressive career in providing large-scale IT set-up configuration, monitoring, and maintenance. Proven track record of forging and sustaining solid relationships with clients. Possess exceptional problem solving and troubleshooting skills and the natural aptitude to communicate ideas in a clear and concise manner. Team player and project leader with the ability to direct multiple tasks effectively and master innovative software and tools. Possess several professional certifications.
Areas of Expertise:
Computer Networking
Backup & Recovery Strategies
Troubleshooting/Problem Resolution
Hardware Installation/Support
Client Relationship Management
User Training and Support
Active Directory
Professional Experience
Provalus
Call Center Helpdesk Agent 02/2025 to 2/20/26
Handle Emailed Helpdesk tickets.
Remote into user’s computers and make repairs.
Route tickets to other departments as needed.
Used Service now
Foundever - Bank of America
Call center Agent 03/2024 to 2/21/2025
Answer phone calls and help customers with their checking accounts. and small business credit cards
Help customers with their small business Companies.
Create Dispute forms. Used Service No
eBryIT
Computer Technician 10/21 to 12/2023
Repair Laptops and Chrome books.
Replace System Boards.
Replace memory.
Replace Hard drives.
Replace Palm Rests.
Replace LCD’s.
Replace laptop tops.
Replace Laptop Bottoms.
Replace Bezels.
Replace Batteries.
Replace DC Power in.
Replace Camera’s.
Replace Touch Pads.
I have a Valid driver’s license.
Used service now.
Take 2/Booze Allen/ VHA Hospital
IT Service Administrator 07/2020 To 05/2021
Use Service Now on a daily basis.
Computer deployment
Setup 200 Monitors for Cerner project
Customer support
PXE boot PC’s to be imaged.
Image and setup 100 Micro PC’s
Call Dell Tech line to order various parts.
Replace various parts for the Micro Computers.
Distribute and install Monitors.
Distribute and install Computers.
Degauss and Sanitize Hard drives.
Remove hard drives from Old Pc’s.
Palletize old pcs.
Dispose of old monitors
Box and palletize old monitors
Setup of workstations
Computer hardware troubleshooting and repair
Software installations and updates
Printer troubleshooting
Maintain production scale PCs, label printers, & scanners
Basic network troubleshooting of LAN, WLAN
Maintain records/logs of repairs and fixes via help desk ticketing system
I have a Valid driver’s license.
Used Service Now.
NSC Global,Capgemini /Golder Construction
Computer Desk Side Technician 06/2019 to 01/2020
Use service now on a daily basis
Perform multiply Active directory process
Add computer service tag numbers and Mac address to SCCM image server.
PXE boot PC’s to be imaged.
Used SCCM to image computers for employees
Perform weekly backups of tapes remove old and put in new ones
Customer Support
Worked with Outlook 365 help support it.
Add and install programs to computers.
Close and transfer computer in service now.
Create a form to prepare equipment for shipping labels.
Check in PO’s and inventory equipment into stock.
Image Laptops to Company standards and then ship the laptop to various locations in the US.
Use the new hire lookup sheet to get new hire information and look it up in the employment assessment space.
Perform a non-conventional install of an OS and then Golderize it.
How to open a helpdesk ticket in Skype for phone setup.
Learned the process for printer installation.
Learned how to open AD and login as an Administrator.
Installed and did equipment transfers in Service now.
Setup of workstations
Computer hardware troubleshooting and repair
Software installations and updates
Printer troubleshooting
Maintain production scale PCs, label printers, & scanners
Basic network troubleshooting of LAN, WLAN
Maintain records/logs of repairs and fixes via help desk ticketing system
I have a Valid driver’s license.
Used Service Now.
Merge IT/ Philips Medical, Bothell WA
Computer Desk side support 10/2017 to 3/2019
Image Laptops to Company standards and then ship the laptop to various locations in the US
Use service now on a daily basis
Perform multiply Active directory process
PXE boot PC’s to be imaged.
Image computers and ship them to various cities.
Perform customer support
Managed and maintained daily workflow.
Handel in flow of tickets on average 20 to 25 a day.
Reimage new and used computers.
Collect old computers and return them to stock or dispose of them.
Setup of workstations
Computer hardware troubleshooting and repair
Software installations and updates
Printer troubleshooting
Maintain production scale PCs, label printers, & scanners
Basic network troubleshooting of LAN, WLAN
Maintain records/logs of repairs and fixes via help desk ticketing system
I have a Valid driver’s license.
Used Service Now.
Insight Global/Children’s Hospital, Seattle, WA
Computer Desk Side Technician, 09/2015 to 3/2017
Changed over print servers, replacing power chords for Surfaces, updating printer drivers and removing XP machines and replacing them with Windows 7 machines in all the research labs.
Removed HP printers from one server, create and install them on a new server.
Replaced power chords on a recall for Surfaces.
Updated printer drivers for over 1800 printers.
Imaged new PC's with Windows7 and replaced XP machines in Research labs, which is now a utilized service for all company operations.
Used service now ticking system.
I have a Valid driver’s license.
Volt/Hexcel, Kent, WA.
Computer Desk Side Technician, 6/2014 to 8/2015
Performed daily and weekly backup on servers. Managed and maintained daily workflow
Setup all AV equipment for weekly all hands meetings as well as new iPhone as required.
Performed customer support.
Performed desktop and laptop software and hardware repairs.
Replaced monitors, keyboards, and mice as needed.
Imaged desktop and laptop machines using SCCM and enabled network connections at the switches.
Setup all new Mac cell phones for various users.
Setup and install new printers.
Setup of workstations
Computer hardware troubleshooting and repair
Software installations and updates
Printer troubleshooting
Maintain production scale PCs, label printers, & scanners
Basic network troubleshooting of LAN, WLAN
Maintain records/logs of repairs and fixes via help desk ticketing system
set Global passwords for partners Store managers and DM's and unlocked network accounts using Active Directory
I have a Valid driver’s license.
.
U.S. Department of Commerce, Seattle, Washington
Computer Desk side Support/Help desk Tech, 2/2008 to 12/2011
Provided help desk support to 500 remote and local users resolving desktop, laptop, and printers related issues. Interacted regularly with customers providing exceptional services. Adept in proprietary ticketing system environment. Knowledgeable in Active Directory. Hardware, and Operating Systems.
Customer Support.
Spearheaded new hire systems setups.
Focused on providing first level support for password resets and troubleshooting audio-visual conference room equipment.
Conducted software evaluations and upgrades and repaired hardware issues.
Installed and configured PC peripheral components such as monitors, keyboards, and printers in addition to ram, hard drives, NICs, video cards.
Setup and installed encryption program on laptops.
Setup of workstations
Computer hardware troubleshooting and repair
Software installations and updates
Printer troubleshooting
Maintain production scale PCs, label printers, & scanners
Basic network troubleshooting of LAN, WLAN
Maintain records/logs of repairs and fixes via help desk ticketing system.
I have a Valid driver’s license.
Technical Proficiencies
Platforms:
Client and Server: Windows 95, 98, NT, 2000, XP, Windows 7, And Mac OS10
Hardware:
PCs, Laptops, Macs, Monitors, Printers, Peripherals, Switches, Ram, Sound Cards, CD-ROM, Hard Drives, and NICs.
Tools:
MS Office Suite (Word, Excel, Access, PowerPoint, Outlook. 2003, 2007,2010), Norton Ghost, Acronis, Dameware, Active Directory, MacAfee, RSA, Trend Micro, Office Scan, Image Cast, Disk Administrator, Fdisk, PC Anywhere, and Active Directory.
Education and Credentials
Bachelor of Science in Technical Management
DeVry University, Federal Way, Washington
Associates Degree in Computer Networking
Renton Tech Institute
Associates Degree in Accounting
Duff's Business Institute, Pittsburgh, Pennsylvania
Certifications: Computer Networking, Windows 2000, Windows XP, Windows 7, Mac OS 10.6.
Drivers License I have a valid South Carolina Drivers License.
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