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Click here or scroll down to respond to this candidateCandidate's Name
PROFILEDesktop Support Technician with 20+ years of experience, combining technical, analytical, and engineering qualifications with demonstrated achievements in troubleshooting, maintenance, and operations. Exceptional communication (Verbal and Written), interpersonal, motivational, and strong listening skills. Self-motivated; deadline oriented. Answer questions and resolve computer problems for clients in person, via telephone or from a remote location. Demonstrate proficient and expert knowledge of current desktop and laptop hardware systems; network and desktop operating systems and standard applications and utilities. Ability to multi-task in a fast-paced environment.CORE COMPETENCIES CERTIFICATIONSTechnical Support & TroubleshootingTicketing SystemUser Training & SupportOperating Systems InstallationSoftware Installation & ConfigurationCustomer ServiceActive DirectoryLANVPNMicrosoft WindowsVoIPServiceNowEncryptionComputer NetworkingCCNACompTIA A+Windows XPExperienceTek Systems, NC Sr. Desktop Support Aug. 2021 Sept. 2022LabcorpInstalling, configuring, monitoring and troubleshooting PCs and related hardware on all OS platforms. Imaging and shipping computers to LabCorp contractors and employees for classes. Then assist remotely with setup or any technical issues they have. Providing technical, diagnosing and troubleshooting hardware and software problems, including desktop, laptops.Tek Systems Raleigh, NC Sr, Desktop Support Oct. 2019 June 2021Santa Fe Natural TobaccoOnsite technical support for RJ Reynolds taking care of computer and connectivity needs of employees in a manufacturing environment. Windows 8, Windows 10, MS Teams, Office 365, Lenovo, Dell, HP. Service Now ticketing system. Managed all A/V equipment in conference rooms, Projectors and large screens.Smartsource Migration Tech Aug. 2019 Oct. 2019Biogen Migration TeamHired to migrate computers of Biogen employees from HP to Dell laptops. This project never got off the ground while I was there, so I spent time assisting Biogen techs with their daily ticket assignments in resolving technical problems. I accepted another assignment before the migration project got started.Techniforce LLC Durham, NC Migration Tech May 2019 July 2019Medicago Migration Team,Hired to migrate computers from Windows 7 to Windows 10 for Medicago, Inc. in an Office 365 environment. Some migrations were completed but the project did not progress fast enough due to lack of processes in place and interruptions in the supply of computers from the vendor necessary to keep the migration and new hires going. They decided to outsource the project after new management.Solarwinds MSP Morrisville, NC Migration Tech July 2018 Feb. 2019Migration TeamResponsible to assist Solarwinds customers migrating from the soon to be discontinued ControlNow dashboard software to the new RMM software. Confirm accuracy of licensing after upgrade before finalizing account and sending to Finance. Assist customers with low level technical issues by sending screen shots, documentation or walking through problems. This was a temporary assignment that expired with the end of February.EA Renfroe Aug.2017 Oct. 2017Insurance AdjusterAccepted CAT deployment to Frederick, Maryland to work total loss claims for State Farm dueto hurricanes Harvey and Irma. Took calls from claim holders and salvage vendors. Adjusted claims,made payouts to lenders and claim holders. Contacted Autosource to add or remove features from vehicleevaluations.U.S. Dept. of Agriculture - May 2013 Aug. 2017Sr. Technical SupportProvide onsite technical support for USDA employees and remote support for field employees. Presided over 2013 migration to Windows 7. Service Now ticketing system. Responsible for:Resolving account problems with Active DirectoryResolving computer hardware/software problemsResolving Bitlocker encryption problemsSetting up Blackberry/iPhone accountsResolving printing problemsManaging A/V equipmentResolving network connectivity problemsResolving log in problems with password or LincpassNational Institute of Health and Environmental Science RTP Oct. 2012 March 2013Network Migration TeamWindows XP environmentConfirmed significant ticket reduction when I worked desktop support.Performed site survey in preparation for network upgrade from HP to Cisco switches.Gather network port numbers and MAC addresses to insure uninterrupted connectivity to all devices after cutover.Log on to all computers post-cutover to confirm connectivity of computers, printers and other devices.Work desktop support tickets between cutovers (troubleshoot computer hardware, software, wireless, printer/fax/scanner, VPN, accounts problems). Project ended prematurely.PPD Pharmaceuticals July 2012 Sept 2012Migration TechContact customers and set appointments for them to drop off laptops for hardware/software upgrade (Windows 7 migration).Meet with customers to verify software needs and inform them of changes due to upgrade from Windows XP to Windows 7.Upload customers profile to network share with Windows Migration Tool, then restore profile to new IBM Thinkpad laptop.Verify proper working of Outlook (folders and mailboxes restored), VPN connectivity, wireless and printers restored. Used LAN Desk for remote support.Add any additional software indicated by customer. Deliver new laptop to customer. Transfer old laptop to storage.Project finished on schedule.National Institute of Health - Research Triangle Park Sept. 2011 June 2012Desktop SupportCheck ticket queue at the start of the day. Determine which tickets require quicker attention. Contact customers for clarification/need for visit.Troubleshoot hardware/software/network/wireless/VPN/printer problems. Resolve, escalate or contact third party vendor under SLA compliance as required. Confirmed significant ticket reduction after my arrival as well as increased customer satisfaction.Upgrade any OS older than Windows 7 unless attached to a lab device requiring an older OS.Set up new computers for new hires and confirm working account.Reimage computers needing software upgrades. Save customer data and restore after reimage.Set up Blackberry phones for customers. Use Active Directory to confirm accounts or change passwords.Sony Ericsson Research Triangle Park - Nov. 2006 Dec. 2010Senior Desktop TechnicianCheck ticket queue at the start of the day. Determine which tickets require quicker attention. Contact customers for clarification/need for visit.Troubleshoot hardware/software/VOIP phones/network/wireless/VPN/printer problems. Resolve, escalate or contact third party vendor under SLA compliance as required. Over 80 tickets in queue when I started. Relief noticed within a week. Commended for (quality) high ticket reduction.Responsible for remote support at Toronto, Canada site. Also other remote sites (Seattle, Austin, Atlanta, Miami, San Francisco) if assigned tech not available.Verify accounts with Active Directory, change passwords, add/remove computers to/from domain.Maintain knowledge base entries of problems and solutions. Maintain asset management database for hardware tracking.Cover VIP conference room meetings to ensure proper working of network connections and audio/visual equipment.Participate in reconnections during office moves.Used Service Now ticket system. |
