Tier 3 Desktop Support & Systems Administrator

Dave McLean

Irving, Texas 750**-***-*** **** *******@*****.***

SUMMARY:

Technical support expert with over thirty years of experience delivering advanced help desk and system administration support. Provides expert Tier 3 issue resolution while mentoring junior team members and collaborating with IT to tackle complex challenges. Delivers insight-driven, customer-focused support across diverse technical environments.

EXPERIENCE SUMMARY:

•Help Desk Support: Helpdesk Support, Phone based technical support, On-site technical support, Remote system technical support, Ticketing Systems (Jira, RemVantive)

•Technical Documentation & Interviewing: Technical documentation development, Technical document review, Resume review, Technical interviewing

•Systems Administration & Support: Customized and proprietary COTS application support, Asynchronous modem support, Legacy hardware/software support (Amiga/Commodore/Atari/Ti99), MS Office, Windows Server administration, Windows Desktop OS, DOS, Imaging PCs and Laptops for corporate OS standards, Azure and Azure Active Directory exposure, SAP environments exposure, Oracle and Oracle CPQ experience (UI, account administration, data cleanup, testing, troubleshooting), Laboratory Informatics Systems support (Empower, Agilent, instrument control software), Microsoft Active Directory, Microsoft Intune, Microsoft CoPilot AI

•Networking & Security: VPN client and solutions support, Networking Basics

PROFESSIONAL EXPERIENCE

Aventiv Oct 2025 - Present

Desktop Services Technician

Tier 2 technical support for desktop and laptop computers and related applications and hardware. Mostly Dell Laptops – imaging and troubleshooting with emphasis on on-boarding and off-boarding personnel. Documentation development emphasizing introducing CoPilot AI assistance. Intune management of accounts with Jira support ticketing.

NEC Corporation of America May 2017 - Mar 2025

Support Technician, Senior

Provided advanced technical support as a senior resource, expanding responsibilities beyond contractor role to include managing escalations and mentoring opportunities.

•Managed SAP data entry and corrections to ensure data integrity and streamlined support processes.

•Administered Oracle CPQ application with careful table entry and data cleanup.

•Enhanced backup coverage for additional email boxes and support environments, aligning with robust data recovery practices.

•Completed Salesforce training (Trailhead: 34 badges, 6 trails) to support advanced technical operations.

•Implemented Efront support during the rollout of a training site, collaborating with IT teams to resolve complex issues.

•Earned Microsoft Azure Fundamentals certification and performed account administration, incorporating cloud application manage- ment best practices.

Recruiters Plus Feb 2016 - May 2017

Contractor

Delivered phone and email technical support for the roll-out and ongoing maintenance of NEC America and Anytime and Studio applications, addressing escalated Tier 3 issues.

•Served as the initial point of contact for customer communications, ensuring timely escalation to subject matter experts.

•Resolved both new and backlog issues by collaborating with related sales and product experts, contributing to effective change management processes.

•Oversaw application administration including SQL table editing and SAP references, supporting consistent data governance efforts.

Corelogic Sep 2014 - Feb 2016

Senior call support analyst

Continuation of Call center contract work as a regular full time employee. Focus on updating internal "cheat sheet" documentation.

•Initial application testing and documentation updates for windows 10/MS edge

•Maintained high standards of call volume management with rapidly decreasing staff (from 25 to 3) without loss of response time in either email or phone support.

CornerStone Staffing (Corelogic) Nov 2013 - Sep 2014

Call center work

Call center work for DTG Corelogic services, Contract to hire position focusing on web browser and application administration support.

•Phone center for iClear, CMS VendorScape and Freddie Mac Reimbursement system

•Web browser support issues – mostly internet explorer

Siemens Government Technologies Aug 2011 - Oct 2013

Call Center Agent

A fairly straightforward call center position with some light technical aspects. Some support and troubleshooting of common PC issues and some specific issues with TSA equipment, but mostly just entering calls into the ticketing system.

•Phone based support for TSA equipment nationwide.

•Call handling for all SGT employee IT requests.

•Use of Maximo Help Desk software, Microsoft outlook and RPA paging software.

•24x7x365 support with experience on all 3 shifts as needed.

Henry Jackson Foundation for the Advancement of Military Medicine Jan 2011 - Apr 2011

Senior Customer Support Specialist

In this temporary position I served as a technical support agent providing direct support in regards to telephone equipment and primary network administration.

Human Genome Sciences Inc Aug 2005 - Sep 2010

System Support Technician II

Iheld 3 different job titles in 2 different department names over the five years at HGSI. The IT department had extensive evolution, but fundamentally throughout my employment I adapted to a rapidly changing environment and provided support in a variety of functional positions.

Preferred Systems Solutions Sep 2004 - Jun 2005

CSC Helpdesk Analyst

Contract work for the US Nuclear Regulatory Commission's internal phone based help-desk Possessed an interim secret security clearance while working this position, a permanent clearance was not granted due to the short term nature of the position.

EDS (Electronic Data Systems) Apr 1999 - Feb 2004

System Administrator

This position encompassed 2 different contracts over a five year period of work time. The first was with NASD providing 2nd tier technical support for anything IT related and the second was a 2nd tier global help-desk for Peregrine software Service Desk application.

CTIS May 1998 - Mar 1999

Help Desk Coordinator

This position was one where a help desk was first being established and I participated in the initial setup and development of help desk services. Established and coordinated the hiring of help desk staff and the development of help desk procedures and documentation.

MRIS Jun 1996 - May 1998

Help Desk Coordinator

Provided help desk coordination to the largest real estate company in the United States. Work performed was mostly phone based technical support with some on-site work as needed.

Facilities Plus – GEIS (GE Information Services) Apr 1993 - Dec 1995

Help Desk Analyst

Provided technical support in an extremely high volume call center environment and was faced with a variety of difficult technical troubleshooting situations. Provided service support in regards to a wide range of products. Evaluated each case on a call by call basis in terms of resolutions that fit the needs of the customer.

EDUCATION/CERTIFICATION:

Potomac College, Rockville, MD

1994

BS, Business Management

Montgomery College, Germantown, MD

1992

AA, General Studies/Humanities

CERTIFICATION

•Microsoft Azure Fundamentals:February 2022

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