Desktop Support

Ben Rocap

Durham, NC ***** 919-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Versatile, hands-on IT Professional with 15+ years of experience specializing in enterprise desktop support, system hardware engineering, client-side networking, and end-user computing infrastructure. Proven expertise managing full hardware lifecycles, orchestrating large-scale operating system migrations, administering Active Directory, and troubleshooting multi-vendor office systems. Adept at minimizing workforce downtime through rapid diagnostic resolution, asset control compliance, and dedicated cross-functional execution.

TECHNICAL SKILLS

Systems Staging & Deployment: Workstation Staging, Hard Drive Imaging Duplication, Operating System Migration (Windows 10/11), BIOS Flashing, RAID Configurations, Driver Alignment, EPIC/EHR Infrastructure Rollouts

Hardware & Peripherals Repair: Desktop & Laptop Component Repair, Local Server Diagnostics, Motherboard Fault Isolation, Cisco Edge Routers & Switches, VoIP Phone Provisioning, Enterprise Printer Maintenance, A/V Infrastructure

Directory & User Profile Services: Active Directory (User Provisioning, Group Permissions, Security Objects, Password Resets), Cisco Unified Communications Manager (CUCM Line Assignment), LANDesk, VMware vSphere Console, Citrix Workspace

Client-Side Networking Support: Local Area Network (LAN) Troubleshooting, TCP/IP Suite, DHCP Reservation, DNS Configuration, VPN Client Setup, Wi-Fi Performance Optimization, Cable Plant Renovation, Copper/Fiber Termination & Testing

PROFESSIONAL EXPERIENCE

Self-Employed

Lead Desktop Support Specialist & IT Consultant 01/2024 – Present

Deliver comprehensive hardware-level modifications, component replacements, operating system upgrades, and localized infrastructure optimization for small business and residential clients.

Perform physical system diagnostic sweeps, direct data recovery actions, system tune-ups, and robust automated anti-malware/virus mitigation.

Install, terminate, and test local copper network cabling drop lines and configure edge wireless access routers to reduce packet latency.

Verizon Communications

IT Infrastructure & Network Analyst 01/2016 – 10/2023

Monitored automated enterprise monitoring panels, triaged physical system alerts, and engineered incident root cause analysis (RCA) records.

Drafted, reviewed, and archived critical corporate Change Control Orders outlining physical equipment component replacement parameters and firmware updates.

Collaborated directly alongside field technician deployment teams to configure physical switch ports, analyze equipment interface logs, and map hardware layouts.

Formulated comprehensive training documentation and step-by-step technical guides used by team members to optimize equipment setup actions.

CenturyLink

IT Infrastructure Technician 09/2014 – 01/2016

Physically inspected, tested, and maintained distributed access routing hardware, line interfaces, and server rack assemblies.

Isolated hardware component faults down to individual module interfaces, restoring service pathways and verifying line specifications.

Advised high-value business clients on hardware capacity requirements, recommending physical line expansions and connection upgrade paths.

Alphanumeric Systems Inc.

IT Field Support Technician (Tier-2) 09/2013 – 07/2014

Delivered hands-on Tier-2 desktop and equipment support across UNC/Rex healthcare campuses, troubleshooting application bugs and peripheral faults.

Upgraded local workstation configurations, physical memory, and physical security blocks ahead of a major corporate electronic health record system deployment (EPIC).

Rebuilt, managed, and structured localized legacy copper and fiber cable plant drops to maximize long-term client facility scaling.

NC Department of Transportation

IT Deployment Technician 04/2013 – 08/2013

Handled the physical imaging, custom software staging, and logistics distribution of workstations for a statewide credit card processing hardware rollout.

Performed intensive hardware tracking, structural asset verification, and on-site LAN drop performance testing.

Coastal Federal Credit Union

IT Desktop & Systems Technician 09/2011 – 04/2013

Handled on-site and remote hardware, software, and peripheral diagnostics across corporate headquarters and branch locations via LANDesk and VMware vSphere.

Provisioned end-user system permissions, password overrides, security access scopes, and corporate VoIP extensions within Active Directory and CUCM.

Orchestrated a complex infrastructure migration that successfully shifted 400 distributed enterprise end-users into a virtualized thin-client terminal network.

Connexion Technologies

IT Field Technician 09/2010 – 09/2011

Installed and physically connected IP-based triple-play consumer equipment setups (enterprise video, digital VoIP, and high-speed data terminals).

Leveraged specialized hardware evaluation tools at client drop zones to optimize service boundaries, clear signal limits, and reduce packet dropouts.

Interacted with localized distribution headend machinery to diagnose hardware errors and clear systemic outages.

Employment Security Commission

IT Field Technician 07/2010 – 09/2010

Provided direct hardware desktop support, application configurations, and network printer adjustments to department personnel.

Developed a master custom gold configuration image file and ran dedicated industrial hard drive sector cloning machinery to accelerate statewide computer upgrades.

Managed VNC remote network links to push security patches directly down to distributed branch workstations.

Paradigm Technology

IT Inventory & Asset Contractor 07/2009 – 07/2010

Audited corporate computing inventory properties, ran serialization compliance tracks, and executed life-cycle maintenance actions.

Answered field technical requests regarding hardware performance updates, components repair, and peripheral connection problems.

Geeks on Call

IT Services Technician 09/2008 – 06/2009

Diagnosed, upgraded, and repaired faulty desktop motherboards, logic modules, storage arrays, print components, and small-office configurations.

Integrated custom offline diagnostic applications and standardized automation utility routines that systematically expanded service delivery metrics by 15%.

EDUCATION & CERTIFICATIONS

Associate in Applied Science: Networking Technology Durham Technical Community College, Durham, NC (Graduated May 2011)

Certifications:

CompTIA A+ IT Technician

CompTIA Network+

Cisco Certified Network Associate (CCNA) (Active 2009 – 2018)

Contact this candidate