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Click here or scroll down to respond to this candidateCandidate's Name
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PHONE NUMBER AVAILABLEEMAIL AVAILABLEOBJECTIVE:A Desktop Services Lead/Managerial position in a successful company with a goal to help the company grow with excellent service while maintaining a professional and friendly attitude.SKILLS/QUALIFIERS:Advanced Microsoft WindowsMicrosoft 365Active DirectoryExceptional PC Software/Hardware Install & TroubleshootingExtended Call Center ExperienceExcellent Communication and development skillsFamiliar with elevated rights toolsTop Ten award recipient for demonstrating the ability to handle high call volumes with corresponding high customer satisfaction ratings for a Fortune 500 company.EXPERIENCE:Acara Solutions, IncMay 2022 December 2023Senior Desktop EngineerContract: Lockheed Martin Space SystemsInstall software, patches and updates on servers and desktops using WSUS/SCCMMonitor and maintain computer systems and networksProvide technical support to end usersInstall and configure network hardware and softwareTroubleshoot/configure iPad, iPhone, MacAdvanced experience w/ ServiceNowActive DirectoryMicrosoft 365Research, troubleshoot, respond to and resolve end-user issues/problems/questionsComplete numerous projects including laptop, and desktop deploymentsTravel to provide on-site support where need in order to meet and/or exceed SLA'sTroubleshoot hardware and software issues on desktop computers, laptops, and other peripherals.Perform tech refreshes/reimaging of laptop and desktop computers.IT Field Service EngineerDecisionOneDecember 2021 May 2022Desktop Engineer IIIContract: Lockheed Martin Space SystemsSetup desktop computers and peripherals and test network connectionsInstall and test desktop software applications and internet browsersDevelop and manage effective professional working relationships with contractor personnel, co-workers and clients.Setup computers and install software for various applications and programsRespond to and resolves customer technical inquiries and issues via e-mail, phone, chat or in-personResponsible for completing technical projects from start to finish with minimal assistanceMaintechOctober 28, 2019 to December 2021Desktop Engineer IIContract: Lockheed Martin Space SystemsSetup desktop computers and peripherals and test network connectionsInstall and test desktop software applications and internet browsersDevelop and manage effective professional working relationships with contractor personnel, co-workers and clients.Intermediate experience w/ ServiceNowSetup computers and install software for various applications and programsRespond to and resolves customer technical inquiries and issues via e-mail, phone, chat or in-personResponsible for completing technical projects from start to finish with minimal assistancePerform tech refreshes/reimaging of laptop and desktop computers.Acara Solutions, Inc.October 2017 October 25, 2019Information Assurance, StaffContract: Lockheed Martin Space SystemsRestore user data and user specific settingsValidate hardware and applications are functioning properlyKnowledge of computer vulnerabilities and exploitsMicrosoft Server Operating Systems, Microsoft Desktop Operating SystemsPerform rework and address installs of non-standard hardware and software on a rotational basisConnecting PeopleJune 05, 2017 August 23, 2017IT Support SpecialistContract: Centura HealthMaintain and troubleshoot devices and systems, hardware, and software.Document system performance, bugs, debugging, and program requirements.GavinHeath, LLCMarch 2017 - May 16, 2017IT TechnicianContract: Builders FirstSourceMicrosoft Active DirectoryRemote control support tools (experience remoting into users machines)Install/configure network printersAssist users with password resetsConcentrixDecember 2016 - February 2017AppleCare RepresentativeTroubleshoot iOS devices & Locate Apple retail and authorized service centersXeroxSeptember 2016 - November 2016Customer Care RepresentativeContract: Verizon WirelessProvide service and support for Verizon WirelessTroubleshoot cellular phones and devicesPearson eCollegeSeptember 2013 March 4, 2016Tier 3 Help Desk TechnicianFormally responded to customer contacts and inquiries via phone, email or online chat.Acted in flexible manner to support Tier 1 and Tier 2 inquiriesMeet individual quality service goals while appropriately prioritizing workloadAssist in configuring cell phones with both iPhone and AndroidConvergys CorporationDecember 2011 August 2013Customer Service & Problem Resolution RepresentativeAssisting customers with USPS tracking of packages; completing a change of address, filing complaints and inquiries regarding USPS locations, hours, and phone numbersArgus Event Staffing, LLCOctober 2008 November 2010Guest Relations / SecurityUtilized diplomatic communication skills and professional attitude while directing patrons attending events to all venuesConducted patron searchesSetup barricade equipment to control crowd activities including evacuation scenariosDeveloped the skill to take control of difficult situationsDIRECTVSeptember 2007 October 2008Technical Support Account SupervisorManaged technical support desk with high call volumeProvided effective and timely resolution of customer issues in the areas of TV programming, technical issues, equipment/programming upgrades, and billing inquiriesTargetMarch 2005 July 2007Sales Floor Team LeadCoach and evaluate team members in a fast, fun and friendly environmentEDUCATIONUniversity of Phoenix - Lone Tree, CO Sept. 2000 Aug. 2001, Computer NetworkingColorado Technical University - Greenwood Village, CO, Aug 1998 April 2000 Computer Information TechArapahoe Community College - Littleton, CO Sept. 1996- June 1998, Restaurant Arts |
