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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Jordan Woods DriveLawrenceville, GA Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEProvides complex technical support for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, remote access.Security Clearance: Top Secret/SSBI (inactive)TRAININGNavisite, Azure Windows Virtual Desktop Webinar TrainingNavisite, Migrate, Access and Analyze Your Date Webinar TrainingGlobal Knowledge, Configuring, Managing, and Maintaining Windows Server 2008Global Knowledge, Fundamental NetworkingGlobal Knowledge, A+ Certification TrainingSkillpath, The Front Desk Superstar SeminarCompuMaster, Supporting, Troubleshooting and Optimizing Windows 2000CompuMaster, Troubleshooting Maintaining and Upgrading PCComputer Learning Center, Major; Information ProcessingDesktop Support Technician Level 2, Golder Associates -March 2019 PresentImage new laptops via SCCM with standard Golder Associates Windows 10 and installing specialized company applications. Handle all escalation calls/clients on the East Coast with reimaging /replacement computers and/or application installments/network access. Assist users with the migration with transfer data from old to new laptops. Install One drive application onto their new machine using Sync their data and files. Provide troubleshooting and support applications and hardware during the migration process. Decommission older machines for recycling using our internal asset management system. Setup and make preparation of retired assets for pick-up by our recycling vendor. Install network Printers drivers and installation maintenance and support on user machines. Experience acting as hands and feet for the project team to assess and resolve any issues. Experience documenting and certifying completion of migrations to the project team. Troubleshoot hardware, software, Wireless, WAN, and LAN issues. Schedule external vendors to resolve hardware based on warranty coverage. Deploy and maintain computers, phones, video conference equipment & mobile devices Build, maintain, & image new hardware and replace or upgrade legacy hardware Enter stock order for new IT equipment. Process and enter new asset tag/purchase order information in Service Now. Process received stock/nonstandard IT accessories in Service Now. Setup and prepare Cisco 7145 phone activation with the Voice team.Desktop Support Level 2, Norfolk Southern- contractor June 2018- March 2019Provides complex technical support for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, remote access technologies, and administration tasks. Performs analyzing, diagnosing, coordination and planningof horizontal network cable management processes including installation, moves, adds, changes and repairs. Provides complex technical input to the End User Computing Services (EUCS) team and assumes a primary role in selecting and utilizing appropriate tools and techniques for timely service delivery.Configures security for users and groups, sets up and trouble-shoots shared printers, installs and trouble-shoots remote access PCs and modems. Acts as a technical expert in the design, implementation and support of desktop management processes including security, remote control, asset tracking, software distribution, configuration and image management Manages project timelines, resources, and budgets as assigned. Responsible for partnering with the business units they support to understand the business impact of desktop technology standards, strategies, policies and support issues.Desktop Support Technician Randstad May 2017 March 2018Provide Level 2 desktop field support directly onsite for client problem resolution. Ensure compliance of desktop and laptop PCs with IT standard configurations and procedures. Utilize MS Windows Server administration tools to resolve client issues. Swap out or maintain desktop or laptop PC hardware, software, components, or peripherals. Troubleshoot PC operating systems. Utilize software distribution tools and standard desktop support tools Maintains and deploys company standard computer images. Maintains company Asset and Software Inventory. Create and maintain hardware and software test scripts. Provides software and system troubleshooting, maintenance, support and resolve remotely, over the phone or at desk side. Installs, upgrades and configures applications, software and related hardware (such as desktops, laptops, tablets, related peripherals such as printers, scanners, drives, monitors and video teleconferencing and software such as Windows OS and Office)Desktop Support- ARRIS December 2013 May 2017Provide remote and desk-side technical support to users in the areas of Outlook, Skype for Business, standard MS Windows desktop applications, and network connectivity. Responsible for Desktop/laptop and (Iphone, Androids and IPads), support for ARRIS Directors, VIPs and remote users set up email on mobile devices. Responsible for supporting (Citrix Receiver, Outlook, Office Suite, Webex Cloud, Global Protect (vpn) Cisco softphone and MobileIron support ) (Windows 7, 8 & 10 and XP, HP, iOS ). Responsible for trouble tickets to resolving user problems and open trouble tickets. Installed network printers and provide support for ARRIS Clients connectivity issues with wireless network. Responsible for creating Active Directory network accounts and Create Outlook email profile. Macintosh & Basic Networking. Desired Skills: Microsoft Office Support Hardware/Software Support Microsoft 2k/XP/Windows 7 Macintosh Basic Networking Installation and Software Configuration PC & Mac Troubleshooting skills PC/Mac Deployment & Redeployment. Change Auditor support to get complete, real-time change auditing, in-depth forensics and comprehensive reporting on all key configuration, user and administrator changes for Active Directory, AD LDS, AD Queries, Exchange, Windows File Servers,SR. Customer Specialist- AT&T July 2012 December 2013Diagnosing and providing a path to resolving data service inquiries related to GPRS/EDGE/UMTS/SMS/MMS devices including but not limited to PC Wireless Cards, Windows Mobile devices, RIM devices and GSM/UMTS handsets. Diagnosing and providing a path to resolving GSM/UMTS voice issues. Handles business transactions in connection with activation of new customer accounts on a computer terminal. Communicates with customers using web-based tools and demonstrates the associated proficiency. Responsible for the requirements, testing, planning & implementation of new software, hardware & applications relative to new product delivery, systems architecture, process enhancements, infrastructure and security.Desktop Support- Department of Interior contractor November 2011\ March 2012Installs, supports, and maintains automation equipment and network software on a wide area network. This includes Windows XP and 7 (32 and 64-bit) workstations and laptops, MS Office 2003 to 2010, and specialized industry specific business hardware and software within the organization. Maintain proper documentation to track the status of all service calls and to maintain a current inventory of installed and reserve equipment. Provide client support and technical issue resolution via E-Mail, phone and other electronic medium. Configuration of client's equipment to connect to the Internet via modem/DSL Router (Dialup/DSL customers only). Configure software to connect to Internet application servers. Provide training to clients in the use of system and applications related to the Internet. Obtain general understanding of OS and application operations related to company offered services. Identify and correct or advise, on operational issues in client computer systems.IT/Asset Inventory Manager -Novelis contractor May 2011 September 2011Responsible for activating Iphone and Blackberries and making adjustment to AT&T (website) for cell phone user for international and domestic cell plan. Place new cell phone orders with AT&T and Verizon for new hirer and replacement (lost, damage and stolen) Iphones and blackberries. Responsible for forecast analysis and strategic demand planning for new hirer and replacing computer equipment for regional, and functional group goals and VIP level.Information System Technician-Embraco June 2007 May 2011Experience with email system, preferably Lotus Notes Experience with Windows 2003/2008 server, Windows 2000/XP workstation support. Knowledge of archiving and backup .Server Knowledge of LAN/Wan Security, IP addressing schemas, Checkpoint Firewall-1, antivirus, Technical problem solving capabilities. Support the environment in accordance with IT corporate policies: Network, Lotus Notes (optionally MS-Exchange), SAP environment, Phone facilities, and Communication links. Assist in writing standard operating procedures (SOPs) and maintaining content of current documentation for network and system administration. Provide end user support for corporate as well as remote employees. Troubleshoot issues with PC workstation equipment, including desktops, laptops, printers, and some mobile devices Install and troubleshoot software issues with common Microsoft products, including Office 2007 & 2010 Configuration of PC workstation equipment, including desktop machines, laptops, printers, fax machines, at the corporate office, and designs standard pc images for corporate use. Create or modify user accounts in all necessary systems Support telephone systemProcurement Analyst -DARPA contractor July 1999 February 2007Provide procurement interface for purchasing materials and labor utilizing Cost point and File maker Pro Create Purchase Order in Cost point for both suppliers and contractors. Maintain SPOs and CPOs created in Purchase orders. Assist in resolving subcontractor PO and contractor issues. Receive invoices against Cost point purchase orders. Assist in resolving vendor issues. Maintain complete purchasing files from requisition thru receipt via physical files as well as through inventory database utilization. Process vendor invoices for payment. Requests for Proposal (RFP), evaluation of proposals, conducting fact-finding, negotiating statements of work (SLA), price or cost, delivery schedules, and terms and conditions. Performs cost and price analysis, prepares, administers and maintains required file documentation for all procurements including annual and multi-year requirementsHelpdesk Specialist- Pentagon- contractor November 2004 July 2005Responsible for making diagnoses more complex problems through discussions with users. Responsible for supporting clients on 2000/ XP systems. Responsible for answering phones calls and imputing information into the Remedy system tracking ticket system. Assisted customers with Microsoft applications, email and Blackbery.Prepare systems for migrating to XP. Create NT account and Outlook Exchange email account for new employees within Reserve Affairs government agency. Achieve Exchange email accounts for SPIR and unclassified for clients left the government agency. Reset password using the Active Directory XP responsible for unlock NT account and reset of NT account password.Information Management Specialist- White House- contractor July 2003 November 2004Provide first level phone support to computer users. Responsibilities include utilizing a problem management database (Magic) and help desk system and responding to user computer issues in order to resolve problems associated with the information system; answering inquiries regarding installation, operation, technical/project lead capacity, background/skills with Active Directory configuration, customization, and usage of assigned hardware and software products; diagnosing and isolating problem sources through discussion with users and recommending solutions to correct common failures. Escalating complex problems to senior-level specialists; following-up with users to ensure that problems are resolved satisfactorily. Troubleshooting remote access/dial-up issues in a Windows 2000 RRAS environment. Performs other related duties as assigned. Troubleshooting in both hardware and software support and troubleshooting as well as experience monitoring. System administration experience with Windows based operation systems (98, NT, 2000, XP) in a very large-scale production environment. -Support MS Office suites 97-2002, web browsers, and antivirus software . |
