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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE (Street Address ) 312-4525 Newark, DE http://LINKEDIN LINK AVAILABLESUMMARYSeasoned Desktop Support Technician with 26 years of experience in IT support, including extensive work at Northrop Grumman and Ashland Chemical Company sites. Skilled in Microsoft Office, sector-specific applications, system migrations, and hardware troubleshooting. Seeking to leverage proven technical acumen and customer service expertise as a Desktop Support professional.WORK EXPERIENCEWWTC Elkton, MDDesktop Support Technician Aug 2023 - Feb 2024 Delivered comprehensive desktop support, including software installation, hardware replacement, and system issue troubleshooting, ensuring seamless operation of Microsoft Office and sector-specific applications. Managed the PC refresh initiative by replacing out-of-warranty units and migrating legacy systems from Windows 7 to Windows 10, enhancing system reliability and performance. Maintained effective communication with users through phone, email, and Skype for Business to resolve technical issues promptly and provide a high level of customer service. Compucom/Excell Elkton, MDDesktop Support Technician Sep 2022 - Aug 2023 Delivered comprehensive desktop support, including software installation, hardware replacement, and system troubleshooting to ensure operational efficiency. Managed PC refresh projects, successfully transitioning out-of-warranty systems and upgrading legacy computers from Windows 7 to Windows 10. Maintained effective communication with clients through phone, email, and Skype for Business to provide timely resolutions and service excellence.Hays Corporation Elkton, MDDesktop Support Technician Jul 2020 - Sep 2022 Delivered comprehensive desktop support, including software installation, hardware replacement, and troubleshooting, ensuring optimal system performance. Managed PC refresh projects by replacing out-of-warranty units and transitioning legacy systems from Windows 7 to Windows 10, enhancing operational efficiency. Maintained effective communication with users through phone, email, and Skype for Business to resolve issues and provide consistent service.NSC Global Wilmington, DEDesktop Support Technician May 2019 - May 2020 Delivered comprehensive desktop support, including troubleshooting and maintenance of Microsoft Office and local proprietary software, ensuring optimal operational efficiency. Managed successful migration of systems from Windows 7 to Windows 10 and executed PC refreshes, effectively maintaining hardware lifecycle and inventory control. Computer Aid, Inc. Newark, DELevel II Service Desk Analyst Sep 2012 - May 2019 Addressed and resolved a variety of technical issues, including Microsoft Office suite applications, network connectivity, and proprietary software, ensuring efficient and effective user support. Managed incident tickets through Service-Now, prioritizing and tracking issues to resolution while maintaining clear communication with customers through phone, email, and Skype for Business. Provided remote assistance using TeamViewer and managed Windows user profiles via Active Directory, troubleshooting system issues across Windows XP, 7, 8, and 10 environments. Digital Intelligence Systems, Inc. Wilmington, DELevel I Service Desk Analyst Feb 2012 - Sep 2012 Resolved technical issues for various applications, including Microsoft Office 2007 and VPN, using remote control assistance within a Windows Vista environment. Efficiently managed incident ticket lifecycle, ensuring resolution and documentation through Remedy. Computer Aid, Inc. Newark, DELevel II Help Desk Analyst Apr 2011 - Dec 2011 Updated knowledge base articles to enhance the accessibility and utility for both the Service Desk team and end users, ensuring efficient resolution of technical queries. Provided comprehensive second-level support for escalated incident tickets, effectively coordinating with multiple technical groups for issue resolution and utilizing Peregrine Service Center for ticket management. Comcast Inc Newark, DECustomer Account Executive - Advanced Products May 2010 - Apr 2011 Resolved technical issues for a variety of services, including video, internet, and phone, ensuring customer satisfaction and service functionality. Assisted in troubleshooting internet connectivity and cable TV signal problems, enhancing customer experience and reducing service downtime.Computer Aid, Inc. Malvern, PALevel II Help Desk Analyst Oct 2009 - May 2010 Resolved technical issues by administering Novell and Windows Active Directory accounts, enhancing system accessibility and user experience. Managed and prioritized trouble tickets effectively using Peregrine Service Center, ensuring timely support for Microsoft Office 2003 applications.JP Morgan Chase, Global Service Desk Newark, DEHelp Desk Analyst 2007 - 2009 Resolved a wide array of technical issues for diverse banking divisions, ensuring seamless system functionality and user access across Novell and Windows Active Directory platforms. Efficiently handled and documented support inquiries, utilizing Peregrine Service Center to manage and track resolution of trouble tickets for Microsoft Office XP applications. Ajilon, contracted to JPMorgan Chase Newark, DEHelp Desk Analyst 2005 - 2007 Delivered multi-level technical support across Retail, Investment, and Private Banking sectors, ensuring optimal system functionality and user satisfaction. Managed Novell and Windows Active Directory accounts, maintaining secure and efficient access for business operations.Day and Zimmermann, Protection TechnologySecurity Officer 2003 - 2005 Conducted comprehensive patrols of assigned buildings to ensure security and integrity of the premises. Maintained vigilance in identifying and reporting safety hazards and suspicious activities to appropriate authorities. Delaware Technical and Community College Wilmington, DE Instructor 2002 - 2002 Delivered comprehensive instruction in computer hardware courses during summer academic sessions. Randstad, contracted to Equiserv/Snap-On Tools West Chester, PA Field Service Technician 1997 - 2000 Installed and configured specialized software across various auto emissions systems, ensuring operational efficiency and compliance with Pennsylvania regulations. Conducted on-site hardware repairs and maintenance for a diverse client base, ranging from small independent auto repair shops to major dealerships.EDUCATIONDelaware State UniversityM.S., BiologyDover, DEUniversity of DelawareB.A., BiologyNewark, DECittone InstituteCertificate, Computer Programming in Web Technology Mt. Laurel, NJUniversity of DelawareCourse, Visual BasicNewark, DECERTIFICATIONSA+ Certified Computer TechnicianHDA Certified Help Desk AnalystSKILLSLotus Notes Microsoft Office Mainframe Emulators Windows 7/8/10 CD-ROM/DVD-ROM Drives Hard Drives Sound Cards Video Cards Routers Printers |
