Tier 1 Help Desk Support Specialist

John Kyle Gaines

Middletown, DE

Skills

Years of experience

Last Used

Help Desk Support

10+

Present

Troubleshooting (Network, Desktop, LAN/WAN)

10+

Present

Incident Ticket Management

10+

Present

Customer Service Skills

10+

Present

Remote Support (VPN, Remote Desktop)

10+

Present

Basic Networking Knowledge

10+

Present

Typing Speed

10+

Present

Communication Skills

10+

Present

Summary:

John Kyle Gaines offers 10+ years of Tier 1 Help Desk / Service Desk support with strong customer service and communication skills, well-suited for a 95% phone support environment.

He has extensive experience with incident/ticket management (intake via calls/email, thorough documentation, lifecycle tracking, and escalation to Tier 2/3) using service management tools, along with remote support and troubleshooting of desktop, device, and basic network connectivity issues including LAN/WAN, VPN, and Citrix/Virtual Desktop.

He also supports Active Directory user administration, Windows deployments/migrations, and coordinates with vendors/service providers to reduce downtime and restore service quickly.

He meets the typing requirement with a typing speed of 35 words per minute at 95% accuracy and holds an A+ certification.

John's current location is Middletown, DE which is 27.9 miles away from Dover, Delaware, He is available for Hybrid work and open to come to office 1 day a week onsite on Wednesday at his own expenses.

Technical Skills

LAN

SECURITY

CITRIX

CISCO

LINUX

Technical Knowledge

Cisco (phone unification)

C-live (remote desktop support)

Virtual Desktop support (XEN)

Citrix Client and Receiver

MS Office 2013

Symantec desktop Products Avast Anti-Virus Enterprise

Avast Internet and Security

Windows 10

Linux

Server 2003

Server 2008

Network Penetration testing tools

LAN/WLAN support.

Customer Service

Typing Speed

Troubleshoot

Education:

Thompson Institute, Philadelphia, PA 2012

Associate degree, IT Technician in ID Administration, Tech support with application deployment and implementation.

Certification:

A+ certification

Work-Related Experience

American College of Radiology, Philadelphia, PA Dec 2021 – Apr 2026

Imaging Informatics Technician/ IT Support Technician

Monitors core lab servers, systems, storage levels and network for performance and quality.

Installs, inspects, troubleshoots, repairs, calibrates, and verify the performance of medical imaging software and equipment, both internally and externally with customers.

Build, test, and deploy standardized Windows 11 images.

Migrate user profiles, personal files, and settings from Windows 10 to Windows 11 to ensure continuity of work.

Administers user access, including adding/changing/deleting users in active directory and imaging applications.

This includes entering new users into appropriate user groups, granting appropriate permissions, changing user profiles, deleting users, and maintaining appropriate documentation for all user management functions.

Provides and maintains documentation of configurations for core lab systems and their overall integrations.

Documents and training others on maintenance tasks, upgrades and changing of configurations as operationally needed, following documented best practices.

Provides training, documentation, and leads projects for core lab support. Assists in training internal and external users on software used within the ACR core lab.

Assists in GCP (Good Clinical Practice) system testing for new and upgraded core lab software implementations. Documents and maintain compliance with the ACR core lab monitor QA policy.

Monitors and maintains service contracts and coordinates installation, service, and upgrade visits.

Participates in the design and implementation of software & system architecture for team projects.

Configured Citrix XenApp sessions and Virtual Desktop images, reducing login failures for clinical staff.

Monitored and maintained VPN access to ensure performance, including addressing bandwidth and capacity issues.

Repaired and calibrated MRI workstation displays using DICOM QC tools to restore diagnostic image fidelity.

Monitor the entire lifecycle of tickets from creation to resolution, ensuring all tasks are completed and users are informed of progress.

Tracked and renewed core lab service contracts, coordinating vendor schedules to minimize equipment downtime.

Trained technologists on remote desktop (C-live) workflows, shortening remote session setup time for users.

Performed Linux server patching and package updates for image servers, preserving system stability during trials.

Managed Active Directory group memberships for imaging teams, granting precise permissions for study access.

Handle the setup, configuration, and troubleshooting of audiovisual (AV) equipment for presentations, meetings, and conferences.

Ensure smooth delivery of presentations by setting up projectors, monitors, and other AV devices, as well as resolving any technical issues during sessions.

Integrate AV equipment with Webex, MS Teams, and Zoom for seamless operation during virtual and hybrid meetings.

Completed GCP-focused acceptance tests for new imaging software builds, documenting defects, and verification steps.

Configured Citrix XenApp and Virtual Desktop images, cutting login failures for clinical staff.

Performed Linux server patching and package updates during off-hours, maintaining image server stability.

Repaired and calibrated MRI workstation displays with DICOM QC tools to restore diagnostic fidelity.

Administered Active Directory user accounts and groups, updating permissions to match role changes.

Coordinated vendor service contracts and schedules, minimizing equipment downtime during upgrades and repairs.

American College of Radiology, Philadelphia, PA Jan 2019 – Dec 2021

IT Support Technician

Provides timely and flexible end user support via the IT support management system by processing helpdesk tickets and work orders.

Logs all calls and resolutions, balancing customer service orientation with appropriate Information Technology practice.

Perform large-scale windows migrations, migrate user profiles, settings, and personal files seamlessly to maintain continuity of work during OS upgrades.

Trains and supports local and remote users in applications, provides technical support, and helps end users with special projects.

Set up and manage wired or wireless connections between AV systems and laptops or other devices for presentations.

Guide users on advanced features of Webex, MS Teams, and Zoom, such as breakout rooms, polls, or virtual backgrounds.

Provides direct support service, repairs and maintenance of computer hardware and peripheral equipment.

Installs new software releases, system upgrades, evaluates and installs patches and resolves software related problems.

Deploys end user computers/laptops/devices; provides basic IT training and knowledge; maintains up-to-date virus protection on the servers, desktops, and notebook computers; and plans and tests rollout strategies.

Provided technical support for remote users experiencing VPN connectivity issues, including diagnosing, and resolving authentication and network problems.

Creates and maintains network users, user environment, directories, and security by conforming to established guidelines.

American College of Radiology, Philadelphia, PA Dec 2017 – Jan 2019

Systems Support Specialist I

Accessed data as required.

Responded to requests for assistance from staff and trained to use existing technologies.

Updated equipment and software and made recommendations for new technologies to supervisors.

Ensured the operation of the network.

Maintained detailed documentation of VPN configurations and troubleshooting procedures for knowledge sharing and future reference.

Kept up to date on new software.

Provided in-depth research and problem resolution as required.

Green Key Resources, New York, NY May 2017 – Dec 2017

Temporary Systems Support Specialist I

Accessed data as required.

Execute large-scale Windows migrations, ensuring seamless transfer of user profiles, settings, and files to maintain workflow continuity during upgrades.

Responded to requests for assistance from staff and trained to use existing technologies.

Updated equipment and software and made recommendations for new technologies to supervisors.

Ensured the operation of the network.

Ensured compliance with secure VPN usage policies, including settings for encryption protocols and secure login methods.

Kept up to date on new software.

Provided in-depth research and problem resolution as required.

Cigna, Philadelphia, PA Feb 2012 – May 2017

Customer Support Tech Sr. Associate/ Helpdesk Support

Installed and administrated Citrix WORX applications on company issued androids/iPhones for managing remote business e-mail and business applications.

Performed user account maintenance in Active Directory, reset user accounts passwords, and create/delete user accounts.

Utilized HP Service Manager for documentation purposes of escalating trouble tickets and resolving technical issues.

Assisted customers with MS Exchange issues, adding, group mailboxes, managing PST/OST files, running repair on the Outlook application.

Installed and configured Aruba Wrap devices for over 1000 users working remotely via VPN access.

Added and configured LAN/local printers for multiple customers remotely using remote desktop application.

Drexel University College of Medicine, Philadelphia, PA Dec 2007 – Sep 2009

Community Intervention Specialist

Case managed victims of intentional violence seen in Hahnemann Univ. Emergency Medicine Department. Assisted clients in acquiring medical insurance.

Assured that clients make and meet regular follow up medical appointments.

Conducted self-help groups for clients that were assaulted to help them deal with traumatic stress disorders.

Conducted one-on-one interviews with victims to help them resolve PTSD.

Created Audio and Video documentaries used to future diagnose stress disorders.

Conducted Adverse Childhood Experience studies on youth in an urban environment.

Independence Blue Cross, Philadelphia, PA Dec 2003 – Aug 2007

Supervisor of Eligibility & Enrollment

Responsible for both Medicare Advantage and Prescription drug plan submissions to the Center for Medicare and Medicaid Services.

Supervised fourteen associates and eight temporary employees.

Developed employees and provided support to area managers.

Completed monthly and yearly appraisals for associates.

Suggested necessary training and development procedures.

Tracked trends in enrollment across various plans.

Contact this candidate