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Candidate's Name
Mobile Phone PHONE NUMBER AVAILABLEAddress: Street Address  E. Round Grove RoadE-mail: EMAIL AVAILABLEObjective:To utilize my 25 plus years of technical support experience which include field and service desk support.INTERFACE SECURITY SYSTEMS  Tier 2 tech support /installs TTU TEAM / Networking/CCTV & Alarm panel support.April to presentATOS IT solutionsSupport endusers working from office and working from home Providing support for ACTIVE DIRECTORY Windows 10/11 Microsoft office 365 which includes OUTLOOK EXCEL WORD TEAMS VPN (CISCO ANYCONNECT) RDP CITRIX ENVIROMENT IPHONE SUPPORT AIRWATCH PRINTER SUPPORT JABBERWE USE THE SERVICE NOW PLATFORM TO CREATE TICKETS FOR ENDUSERS UTILIZING A EXPANSIVE KNOWLEDGE BASE TO PROVIDED SOLUTIONS AND ROUTE ISSUES FOR HIGHER LEVEL SUPPORT.Feb. 2016 to Jan 2024*HIGHLIGHTS*I Have worked for teams that completed major projects for example clients such as Panda restaurant group, DG, Family Dollar, signet, CKE franchise, and others. Provide day-to-day IT support for Installation & Service Techs Remotely Configure and troubleshoot connectivity with DVR/NVR/ & MULTI rapid machines /HIKVISION/OPEN EYE/3xlogic and other digital recording devices. Support windows Support configuring/Installation of IP cameras Real time ticket entry by utilizing, monitoring and managing CSHD/Navision systems /Oracle & manitou Follow up with end users to ensure problems were resolved successfully. Create Documentation to add to companies ever growing IT knowledgebase. Track and send parts to Techs in the field by utilizing FEDEX insight website and tools Troubleshoot hardware and software problems. Assist and Train other coworkers. I Troubleshoot complex technical issues on Honeywell and vista, DMP alarm panels& devices.HCL TECHNOLOGIES - SERVICE DESK ANAYLST
NOV 2014 TO FEB 2016 Help migrate major company from desktop-based email to 0365 Identified, diagnoses, and resolved, Level 1 & 2 support requests for clients; Troubleshooting hardware, software, or feature problem; guiding client through corrective steps; escalating problems to 2ND & 3RD levels; Tracking status of problems and solutions. Service Now ticketing system (snow) PREVIOUS TECHNICAL EXPERIENCE HP - SUPPORTED THE GUARDIAN OS FOR BANK OF AMERICA FIJITSU  PROVIDED REMOTE DESKTOP SUPPORT MAJOR PROJECT FOR STAPLES AT&T -- PROVIDED UVERSE TIER 2 SUPPORT TELVISTA/VERIZON - SUPPORTED VERIZON FIOS ROLLOUT /RESOLVED ESCALATED CALLS NCR- FIELD TECH THAT PROIVIDED ONSITE DESKTOP/PRINTER AND NETWORK SUPPORT FOR MAJOR COMPANIES LIKE WALMART AND 7/11 US NAVY RADIOMAN 21ST E-5 - FIELD TECH THAT SUPPORTED ALL ASPECTS OF IT FOR OVER 1000 PCS & THOUSANDS OF USERS. SUPERVISED 20 PERSON HELPDESKEDCUCATION TECHNICAL EDCUATION CENTER IN DAYTON ITT  ASSOCIATES DEGREE  INFORMATION DATA PROCESSOR & RADIO COMMUNICATIONS C SCHOOLS