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Click here or scroll down to respond to this candidateCandidate's Name
Street Address E. Kepner Place 101Aurora, CO. Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLESUMMARY OF SKILLSPast 21 years supporting, maintaining and repairing various State of the Art electronic machines and equipment. Dell, HP, IBM and other desktop and laptop computer break/fix service and repair. A+, Security+, Network+, Active Directory, and Windows computer courses completed. Service and support Xerox, Canon, and Konica Minolta business copier machines. Limited Mac iOS and iDevice experience. Excellent Customer Service, Communications, and Organizational skills.Technical troubleshooting, diagnostics, and repair of computers and peripheral equipment utilizing Windows Operating Systems. Proficient use of technical manuals, schematics, and multi-meters for electronic hardware diagnostics. Windows10/11 experience. Records accurate user and request information in ServiceNow, Heat, and BMC Remedy Ticketing systems.Proper assembly and disassembly of electro/mechanical components, peripherals, and related hardware. Install, diagnose, repair, maintain, and upgrade all hardware, software, and firmware components ensuring optimal performance.PROFESSIONAL EMPLOYMENTINSIGHT GLOBAL, Indianapolis, INDate: May 2024 PresentContractor: Dell Technologies Supporting The Boeing CorporationTitle: Tier II Deskside Support Analyst / Break/Fix TechnicianFull Time: 40 Hour /WeekPerforming Tier II Deskside SupportTroubleshooting and break/fix repair of laptop and desktop computer systems and peripheral equipmentPC Refresh and deployment including general installation tasksPerform technical support in person, on the phone, via Remote Desktop, Teams, or Email.Records accurate user and request information in ServiceNow Ticketing SystemsEnduser Microsoft, Edge, Office O365, Teams, Adobe Acrobat supportNUAXIS INNOVATIONS - FEDSCALE - DECISIONPOINT CORPDate: March 2018 February 2024Contractor: Department of the Interior Bureau of Reclamation and Bureau of Land ManagementTitle: Tier II Deskside Support AnalystFull Time: 40 Hour /WeekPerforming Tier II Deskside SupportTroubleshooting and break/fix repair of laptop and desktop computer systems and peripheral equipmentPC Refresh and deployment including general installation tasksPerform technical support in person, on the phone, via Remote Desktop, Teams, or Email.Records accurate user and request information in Heat / BMC Remedy Ticketing systemsAdd/Remove computers/users in DRA/Active DirectoryEnduser Microsoft, Edge, Office O365, Teams, Adobe Acrobat supportAPEX SYSTEMS, Denver, CODate: December 2017 February 2018Contractor: Frontier AirlinesTitle: IT Configurations TechnicianFull Time: 40 Hour /WeekNavitaire Support including Helpdesk Duties and ResponsibilitiesPerform technical support in person, on the phone, via remote desktop, IM, or email.Records accurate user and request information in BMC Remedy service management ticketing systemTroubleshooting, repair, and support of peripheral equipmentRANDSTAD TECHNOLOGIES, Itasca, IL.Date: August 2013 November 2017Contractor: IBM Supporting United Launch AllianceTitle: Tier II Deskside Support TechnicianFull Time: 40 Hour /WeekPerforming Deskside Support, PC Refresh and deployment including general installation tasksTroubleshooting and repair of laptop and desktop computer systems and peripheral equipmentPerform technical support in person, on the phone, via remote desktop, IM, or email.Records accurate user and request information in ISM management ticketing systemBack up user profiles using Utility Systems Migration Tool (USMT) and Windows Easy TransferEnduser Microsoft, Edge, Chrome, Office O365, Teams, Adobe Acrobat supportROSE INTERNATIONAL, Chesterfield, MODate: June 2013 July 2013Contractor: Kaiser PermanenteTitle: TIER II Deskside Support TechnicianFull Time: 40 Hour /WeekPerforming PC Refresh and deployment including general installation tasksTroubleshooting and repair of laptop and desktop computer systems and peripheral equipmentPerform technical support in person, on the phone, via remote desktop, IM, or email.Records accurate user and request information in BMC Remedy service management ticketing systemMAINTECH, Pittsford, NY.Date: November 2011 March 2013Contractor: Enterprise Business Services at Lockheed MartinTitle: TIER II Deskside Support TechnicianFull Time: 40 Hour /WeekPerforming PC Refresh and deployment including general installation tasksTroubleshooting and repair of laptop and desktop computer systems and peripheral equipmentPerform technical support in person, on the phone, via remote desktop, IM, or email.Records accurate user and request information in BMC Remedy service management ticketing systemTransfer data and personalize new computers when existing computers have reached end of useful lifeOptional Software Tool (OST) and Device Management Tool (DMT) software installationQUALIFICATIONSCustomer Service - Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knowledgeable about available cybersecurity products and services; and committed to providing quality servicesEquivalent Associate's Degree in the IT field of study with 5 or more years of relevant experienceExperience with, but not limited to Microsoft Outlook, software troubleshooting, printers, RSA, and VPNCustomer/solution ownership, an overall drive for excellenceOral Communication - Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriatelyWritten and verbal communication skills with end usersDemonstrate a customer care philosophy that ensures a high level of customer satisfactionAbility to understand user and business needs and translate to technical solutionsProblem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendationsBasic knowledge of current IT technical standards as related to computers, printers, network technology, drivers, software troubleshooting, VPN technologies and RSA and Video Teleconference (VTC) and other related peripheralsComprehensive troubleshooting skills of industry standard hardware and software products/servicesEDUCATION AND CERTIFICATIONSWORLD WIDE TECH SERVICES - Dell Certified Service Engineer (DCSE)Windows 7, 8, 8.1, and Vista Certification March 2013Client Soft Skills Certification March 2013Onsite Troubleshooting Certification January 2011Professional Technical Certification June 2010LEADER QUEST- Information Technology Training CoursePlanning, Implementing, and Maintaining Active DirectoryDesigning a Microsoft Server 2003 Active Directory and Network InfrastructureImplementing and Managing a Microsoft Server 2003 Network InfrastructureInstalling, Configuring, and Administering Microsoft WindowsManaging and Maintaining a Microsoft Server EnvironmentFundamentals of Network SecurityITIL 4 Course CompletedCertification not required May 2021HDI Desktop Support TechnicianCertification October 2018CompTIA Security+ SY0-501: Troubleshooting Common Security IssuesCertification August 2018CompTIA A+ Essentials Professional COMPPHONE NUMBER AVAILABLECertification February 2009CompTIA A+ IT Professional Technician COMPPHONE NUMBER AVAILABLECertification February 2009CompTIA Network+ Professional COMPPHONE NUMBER AVAILABLECertification May 2008CompTIA Microsoft Certified Service Engineer (MCSE)Certification pendingCOLORADO INSTITUTE OF ART - Music and Video Business TechnologyAssociates Degree March 1992GEORGE WASHINGTON HIGH SCHOOL / Emily Griffith Opportunity Schools Denver, CO.General Equivalency Diploma 1981INTERPERSONAL / PROFESSIONALAdaptable to change, with a commitment to excellence, and attention to detailDemonstrates leadership, openness, and flexibilityConveys enthusiasm with positive and friendly professionalismAbility to be self-sufficient, and work well in a team environmentProfessional appearance and behavior, including punctualityMaintains a focused and professional demeanor in situations of chaos and confusionCandidate's Name 18301 E. Kepner Place 101 Aurora, Colorado 80017 PHONE NUMBER AVAILABLE EMAIL AVAILABLE |
