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Desktop Support

Katy, TX
September 10, 2019

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Eldridge Scott

Cell: 770-***-****

Katy, Tx *****


Certifications: A + certified (2006)

Summary of Qualifications and Skills:

Over 11 + years of Technical Support experience.

Excellent analytical and troubleshooting skills

L2/L3 desktop support

Experience working on various Helpdesk tools

Strong communication skills, Great Personality

Hardware and Network troubleshooting, OS (MS Platform).

LAN Networking (Client side), Client side Mail system(MS Outlook)

Network – L1 troubleshooting skills

Industry standard applications

Audio Visual Devices Setup, Support and troubleshooting

Experience in managing VIP clients

Printer Setup, Support and Troubleshooting.

Installation and Removal of IT equipment

• Ability to resolve end user desktop issues.

• Ability to present and discuss technical information to users with varying technical


• Strong customer focus and the ability to manage customer expectations.

• Demonstrated commitment to continuous process improvement.

• Excellent written and verbal communication skills.

Work History

State of GA (Department of Human Services) Atlanta, Ga

Executive Desktop Support (7/2014 to 8/2019)

Executive Desktop Support for DHS and supporting offices

Acted as the System Administrator, provided technical support to users and peers

Office 365, Microsoft Teams, SharePoint

Excelled as the primary liaison for users while being selected as the outward face of IT within the company

Pulse Secure VPN installations and troubleshooting java dependency

Created a repository of Software for easy access while working in my environment.

Conducted inventory on workstations and devices to verify use and location

Decreased Monthly Printing cost by enabling Xerox standard accounting and limiting who can print in color.

Troubleshot many issues that spanned across multiple IT groups

Assisted with the migration of over 1000 users from XP to Win 7 and then windows 10

Assisted with the ATT upgrade of network infrastructure (Novell to Microsoft)

Assisted with the migration from GroupWise email to Outlook 2010

Assisted with the migration from Office 2010 to Office 365 suite

Liaison to vendors (IBM, Dell, ATT, OnePath) performing work for DHS

Activated Network ports, Moved Ports in the IDF closets

Setup and troubleshot audio/visual equipment, including Polycomms and video conferencing

Supported web based software systems utilized by the state of Georgia

Weekly Status reports created to inform group of pending issues

TeamViewer and Skype for Business remote support tools

Installed and configured MFP printers (Ricoh, Canon, Xerox, Kyocera)

Remedy/Kinetics Ticketing System

Mainframe Go Screens TN3270

Proprietary Software Installations

Equipment Decommissions after lifecycle ended

Knowledgeable about Antivirus practices and procedures

Mobile Phone Setup and Deploys (Android)

Arris Group Suwanee, Ga. 10/2013 to 7/2014

PC Tech Level 2 /Desktop Support

Computer Inventory Maintenance

Imaging laptops and Desktops

Lenovo Laptop and Desktop Support

Cherwell Ticketing system

Windows 7 Support

Office 2010 & 2013—Outlook, Word, Excel

MS Lync

SCCM 2012 R2 V5.0

Bomgar Remote Access Application


Mac OS X on Laptops Pro and Air Models setup and configuration

Oracle Setup


SunTrust Robinson Humphrey Atlanta, Ga. 5/2011 to 10/13

Capital Markets Support Specialist

Supported employees on the Trading Floor

Active Directory Creating New User profiles, Terminating accounts

Supported Trading Floor Applications (Bloomberg, Thomson Reuters, etc.)

Installing Bloomberg keyboards and B-Unit

XP and Windows 7 support

Imaged and Supported HP Desktops(8000, 8200, Z600)

Imaged and Supported HP Laptops(8540p, 2560p, 8560p)

Remote User Support using RDP, Proxy Master, Carbon Copy

MS Office 2007 support

Wi-Fi and Cisco Vpn support and troubleshooting

Setting up end users with Kingston Encrypted Thumb drives

AIM instant messaging setup and configuration

Moves and New User setups

Trackit 10.5 utilized to create tickets

Symantec antivirus install and maintenance

Installing Wireless Headsets(Plantronics)

Installing Multiple Monitors and configuration

Proprietary application installations and configuration

Avaya VoIP phone installations (model 9650)

Upgrading PC’s and transferring users data from old pc to new pc

IPC Turret phone installs

Tyler 7 utilized to create phone and Voicemail accounts

Blackberry 9930 and 9330 activation and troubleshooting

Storage Engineer (Home Folder Creation and maintenance)

Network Connectivity Support

Data center Inspections

Rooms To Go(Contract) Suwanee, Ga. 3/2011 to 5/2011

Technical Support

Supported over 100 users

HP Desktop and Laptop imaging (Hp 6000, and Elitebook 8440)

HP Thin Client imaging(T5740)

Warehouse Computer Support

Performed computer upgrades(Laptops and Desktops)

Flash drive imaging

Port activations

Wyse Thin client configuration and installs( WT3125 and SX0)

Printer installations Dell, Lexmark, Zebra, and Line Printers

Ingenico setup and install

Service Desk Ticketing system used to track assignments

Wyse Scan gun maintenance

Proprietary application support

Windows 7 installs and troubleshooting

MS office 2010 install and troubleshooting(Outlook, Excel, Word)

Phone Support, remote user support

CA DSM Explorer software and remote support tool

Traveling Support to other stores

Moore Stephens Tiller Atlanta, Ga. 8/2010 to 12/30/2010

Technical Support

Supported about 40 users

Pc imaging and deployment(installing windows 7, MS office 2007)

Tax software troubleshooting(ProSystems-CPA software)

Hardware installations(Dell monitors, Laptops(E-Series, Docking stations, Workstation setups(Dell T3500), HP LaserJet maintenance replacing toner and fusers)

Sharepoint(uploading content to the intranet site, Documents and photos)

Mobile Monitor setup

(Video Conference)Setting up training rooms and board rooms for meetings

Cisco IP phone and software setup and troubleshooting

Dell/ Citigroup Trading Floor (Contract) Houston, Texas. 6/2009 to 6/2010

System Administrator/ Desktop Support

Supported over 400 users

Imaging Computers using R.I.S (Symantec Ghost).

Resetting Passwords in Active Directory

Team Lead for Hardware Support

Troubleshooting proprietary applications(Citigroup Applications)

Troubleshooting hardware issues HP Z600, IBM Laptops,

Troubleshooting Microsoft office 2003 applications(Excel, Outlook)

Activated and Troubleshot Blackberry’s

SQL exposure

Setting up new workstations for new incoming employees

Removing computers for outgoing employees

Setting up Teleconferences in board rooms(AMX system Video conference)

Create and manage tickets using ticketing software(Resolve it, Virtual Tech)

Configuring Trading software(Reuters, Bloomberg, Trading Technologies)

Upgraded over 380 new computers in 4 months

Shipping and Receiving of Computer Hardware

Printer Repair and Maintenance (HP LaserJet 4350)

Transferred user’s data when upgrading to new Pc’s (PST’s, Favorites, Documents, Add ins, Etc.)

OVCM Management(installing software remotely)

Ice Exchange setup(Trading software)

Toad Setup and installation(Developer software)

Remote Support

Yellow Jacket software support

Bloomberg Keyboard installation

Hard drive disposal

Transocean (Contract) Houston, Texas 5/2008 to 2/2009

Desktop Support

Provided Desktop Support to over 500+ users

SecureClient and Cisco Vpn installation and setup

Utilized Symantec ghost to install images

Outlook 2003 setup and troubleshooting

Konica copier maintenance and troubleshooting

Printer and peripheral installs

Installed External 500gb drives to backup Rig Manager’s emails

Dameware, Netmeeting utilized to troubleshoot remote users

Activated, Configured, and troubleshot Blackberry’s

Manage users and computers using Active Directory resetting passwords

Managed PC moves (Disconnects/Reconnects)

Trained new employees to access network printers and drives

ITSM utilized to create and track tickets

Avaya VOIP softphone utilized to take calls

Transferred data from old computers to new computer when upgraded

Activating ports in offices for new incoming employees

Complete Production Services (Contract) Houston, Texas 1/2008 to 4/2008

Help Desk Analyst

Provided Help Desk Support to over 300+ users

Windows Network Admin

Remote Desktop Support(VNC, Dameware)

Citrix Network Admin(Managing users connections)

Active Directory Management(reset passwords, create users, removing users)

High Volume Call Center Environment(phone support over 30 calls daily)

Terminal Services setup

Outlook setup and maintenance(adding users)

Thin Client setup and troubleshooting

Servicewise utilized to create tickets

Logix Communications Houston, Texas 5/2007 to 1/2008

Help Desk Tier 1

Provided support to over 300 + users

IT desktop support, troubleshooting and analysis

Inventory, and Ticket management with Track-IT

Remote Desktop Assistance(Windows XP)

Repaired Dell, Compaq, Hp, and IBM Pc’s

Active Directory

Windows 2000/XP/2003 operating systems and MS Office 2000/2003

Documented & updated installation, configuration, deployment & maintenance procedures

Installed new computers and software as well as new work areas

Performed basic network tasks, including but limited to: user administration tasks, managing print queues and basic network connectivity issues.


Omnitech Institute A + certification

Morehouse College credits

Fort Hays State Online credits

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