Lead Desktop Support & Windows Migration Technician

Experience Summary

Seasoned Lead Technician; managed on-site technicians for Microsoft Windows XP to 7 and 7 to 10 migrations. Twenty-five plus years of PC user technical support experience with: Customer-facing, remote, and telephone technical support; director, executive and VIP support, imaging, asset management, installation, troubleshooting, and repair of computers, operating systems, peripheral hardware, and printers. Also, office suite software: Microsoft Office, Office 365, and OpenOffice; experience with warehouse, health care industry, hospital clean and operating rooms, United States defense contractor's and Fortune 500 companies’ environments with accomplished and complimented customer service principles and soft-skills

Technical Summary

Desktop, laptop, netbook, tablet, Android, radio frequency (RF) Bluetooth mobile devices; barcode scanners, printer repair and user technical support. Utilized: Bomgar, PXE and SCCM imaging; Remedy, ServiceNow ticketing systems; Microsoft Active Directory (AD), Novell NDS, Google Chrome and administration with G Suite, CRM, AIMS; Adobe, Aruba, Asus, Citrix/Wyse Thin-client; Dell, HP JetAdmin and servers, Lenovo, Motorola, Samsung, Sony, Surface, and Symbol. Microsoft Operating Systems: Windows XP, 7, 10, and 11. Microsoft Edge, Internet Explorer, Office 365, Office Suite 2010, 2013 and 2016 (Access, Excel, Outlook E-mail client, Word, PowerPoint), Skype for Business, Teams; WebEx, and System Center Configuration Manager (SCCM, now Endpoint Configuration Manager). Installation, configuration, and repair of Brother Canon, DataPro, Epson, HP, Intermec, Lexmark, OTC, Panasonic, Mannesmann Tally (now, TallyGenicom), Toshiba, Xerox LASER, and Zebra thermal printers. Also, utilized: Absolute, BitLocker, Kaspersky, McAfee Solidcore, Norton, Trend Micro, Novell ZenWorks, Zoom, OpenOffice; Internet, IP and USB printing; Local Area Network (LAN), Audio/Video systems, software training, digital multi-meter, DHCP, MPS, POE, SOP, VoIP, and Cat 5E network cabling, batch files, WMIC, command line, command scripting files, and PowerShell scripting files

U.S. citizen Education + Graduated High School + College: Accounting, BASIC, Business Law, COBOL, FORTRAN, Systems Analysis

Experience Detail Note: Contractor unless noted FTE www.linkedin.com/in/steven-gullatt-32900714

Associate Technical Support Analyst Wipro Ltd Project: EPIC LP Mngt/Optum Redlands CA November 2023 to May 2024

On-site technician for desktop, laptop, client support in person, E-mail, Teams, telephone, and remote using Bomgar software

PXE imaging of HP desktops and laptops (Endpoints) with installations of software

Calling or using Outlook or Teams to contact end-clients; documenting procedures and resolves in ServiceNow

HP warranty repair of laptops

Utilizing HP Image Assistant (HPIA) for BIOS and driver updates

Environment: Microsoft Office and Windows 10 and 11, HP desktops, docks, laptops, Internet, HPIA, ServiceNow, Teams, Zoom

Desktop Support Technician Iron Systems (Service Global) Project: Abbott Vascular Temecula CA June 2022 to January 2023

On-site technician for desktop, laptop, client support in person, E-mail, Teams, and telephone using SCCM for remote support

Configured and installed Dell/Wyse thin clients; installed and maintained Xerox LASER printers (MPS) and MFDs, in production clean rooms

SCCM and PXE imaging Dell desktops and laptops with installations of software using Software Center

Calling or using Outlook or Teams to contact end-clients; documenting procedures and resolves in ServiceNow

Updated BIOS, and system drivers, with Dell.com, for Dell desktops and laptops; LAN troubleshooting

On-call, on-site after-hours vendor support - Avaya (POE) phone support - Director, executive and VIP support

Environment: Microsoft O365 and Windows 10, BitLocker, Dell desktops, docks, laptops, IP printing, SCCM, ServiceNow, Teams

Desktop / CIT Support Technician Randstad Project: Pacific Life Aliso Viejo CA November 2021 to February 2022

On-site technician for desktop, laptop, client support in person, E-mail, Teams, and telephone using SCCM for remote support

Director, Executive and VIP support; LAN troubleshooting

PXE imaging HP desktops and laptops with installations of software using SCCM and Software Center

Calling or using Teams to contact end-clients; documenting procedures and resolves in ServiceNow

HP warranty repair of laptops: Installation of batteries, RAM, and SSDs. Utilizing HPIA for BIOS and driver updates

Environment: Microsoft Office and Windows 10, HP desktops, docks, laptops, Internet, HPIA, SCCM, ServiceNow, Teams, Zoom

Desktop / IT Support Technician Randstad Project: Pirch Oceanside CA August 2020 to November 2020

On-site technician for desktop, laptop, monitor, Surface, and LASER printer testing with documentation of inventory for asset management; created Excel spreadsheet for all the details to determine to E-waste, or add RAM, SSD, re-image and deploy

System custom configuration and installation of Windows 10 on Dell laptops and Microsoft Surface devices

Customer-facing desktop, laptop, and Surface technical support, including Android, Apple iPhones, and iPads

Environment: Microsoft Windows 7 and 10, Dell laptops and Surface, Pluggable, Internet, Dell, HP, and Xerox printers, IP printing

Experience Detail (continued)

Technical Support Specialist 1 Teksystems Project: St. Jude Medical Center Fullerton CA November 2019 to May 2020

On-site technician for computer refresh using Windows Easy Transfer (WET) for Windows 7 data backup to Windows 10 data restore with hardware replacement. Also, installed Dell, HP, and Xerox printers (IP) with asset management

Imaged Dell PCs and laptops, with Microsoft Windows 10 and installed custom list of applications with SCCM

Performed customer-facing support to resolve tickets, perform system backup, restore, and answered technical questions

Environment: Hospital, Microsoft Windows 7 and 10, Dell laptops and PCs, network, Internet, HP and Xerox printers, IP printing

Desktop Support Technician Teksystems Project: Crocs (LADC) Ontario CA May 2019 to June 2019

Provided on-site technical support, imaged laptops, performed daily maintenance for Brother, HP, Xerox LASER, and Zebra thermal printers

Environment: Warehouse, Microsoft Windows 10, Office 365, Brother, HP, Xerox, and Zebra printers, network, Internet, IP printing

Refresh Technician Insight Global Project: Ross Stores (MVDC) Moreno Valley CA February 2019 to March 2019

On-site technician for imaging desktops, laptops, tablets with Windows 7 to 10 refresh on Dell desktops, laptops, and tablets

Environment: Warehouse, Dell PCs, Microsoft Windows 7, 10, Office 365, HP printers, network, Imaging, Internet, IP printing

Application Support Specialist Artech Project: Novartis Business Systems Carlsbad CA July 2018 to November 2018

On-site specialist for desktop support with Windows 10 on HP desktops, laptops, and printers

Performed technical support for Audio/Video systems

Environment: A/V systems, Remedy, Microsoft Windows 10, HP desktops, laptops, and printers (MPS), network, Internet

Refresh Technician Rose International Project: Kaiser Permanente Corona CA August 2017 to December 2017

On-site technician for desktop and laptop refresh from Windows 7 to Windows 7 (new image) with asset management

On-site technician for desktop support for Windows 7 on HP laptops, minis, and HP printers (MPS)

Environment: Call Center, APPOS, McAfee Solidcore, Microsoft Windows 7 and 10, HP desktops and laptops, network, Internet, IP printing

Refresh Technician Teksystems Project: Telogis Aliso Viejo CA March 2017 to July 2017

On-site technician; imaged desktop and laptop systems for refresh from Windows 7 to Windows 10 with new hardware

Backup and restore user data to computer and installed custom-list of applications and printers, tested for functionality

Provided Microsoft Office support, including Excel, Outlook, and Word

Environment: Microsoft Windows XP, 7 and 10, Dell desktops and laptops, network, Internet, HP and Xerox printers, WebEx

Refresh Technician Teksystems Project: Allergan Irvine CA June 2016 to December 2016

Desktop and laptop refresh: Windows 7 to Windows 7 (new image) with backup and restore user data, and software install

Wrote command script file: Saved 5 or more minutes per laptop computer for URL list for Java security exceptions file

Wrote command script file, using WMIC, to pull list of installed programs on remote computers, sort the list, and open in Excel

Performed service calls and documented in ServiceNow; also, asset management

Configured desktops and laptops, joined domain, and utilized AD to move the computers to the correct OU

Director, executive and VIP support

Environment: Microsoft Windows XP and 7, AD, ServiceNow, Lenovo desktops and laptops, Internet, HP, and Xerox printers

Refresh Technician Teksystems Project: Hoag Hospital Newport Beach CA April 2016 to May 2016

On-site technician for desktop refresh from Windows XP to Windows 7 with hardware replacement and asset management

Wrote command script file to change Asset Tag in BIOS utilizing msiexec.exe in quiet mode

Backup and restore user data to computer and installed custom-list of applications with HP or Xerox printers

Environment: Hospital, Microsoft Windows XP and 7, Dell laptops and PCs, network, Internet, HP and Xerox printers, IP printing

Desktop Support Analyst Infovision National project: CRC Health Group December 2014 to March 2015

On-site lead technician for desktop and laptop refresh from Windows XP to Windows 7 with hardware replacement

Backup and restore user data to computer and installed custom-list of applications, printers and tested for functionality

Installed HP and Xerox printers on Windows 7 computers

Performed inventory of all devices installed or removed for asset management

Environment: Microsoft Windows XP and 7, Lenovo laptops and PCs, network, Internet, HP and Xerox printers, IP printing

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