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| | Click here or scroll down to respond to this candidateMARK WASHINGTON EMAIL AVAILABLECOMPUTER SYSTEMS SPECIALIST HELPDESK SUPPORT IT SUPPORT FIELD TECH SUPPORTATLANTA, GA PHONE NUMBER AVAILABLECERTSCompTIA A+TECHNICAL SKILLSOffice 365 and SupportGeneral Computer SkillsRemote Desktop SupportActive DirectoryLAN/WANServiceNowCitrixIntuneMicrosoft TeamsPC Imaging (Local or Network)SCCMTCP/IPVPN (Secure Connect)Firewall ConfigurationPrinter Setup/ TroubleshootingWindows 10 SupportAzureGENERAL SKILLSExcellent CommunicatorGreat Team MemberProblem SolvingTime ManagementCustomer ServiceEDUCATIONMaster Degree, University Of Phoenix, Atlanta, Georgia2005 2008Information Technology AnalysisBSc. Degree, DeVry University, Atlanta, Georgia2002 2005Computer Systems Networking & TelecommunicationsPrior Military Service1983-1992PROFILEExperienced and professional information technology professional with years of valuable experience in monitoring daily performance to ensure company success. Accustomed to handling IT support, managing IT projects, and supporting various departments with IT tools and applications. Experienced and skillful inbound and outbound IT support, providing high-quality service to callers, or colleagues to address, and meet all needs.EMPLOYMENT HISTORYHelp Desk Specialist II/Field Technician, Claratel Behavioral Health, Decatur GAAugust 2021 June 2024Worked with the Director of IT to coordinate the design, development, build, testing, implementation, training, upgrades, support, and overall system management of all center physician applications and associated interfaces.Maintained the deployment, monitoring, maintenance, development, upgrade and support of all PCs, operating systems, hardware, software, and office automation equipment.Provided software and hardware education support to end-users.Researched and resolved problems and questions regarding computer systems and software.Creating/Maintaining User Accounts in Active Directory/Office 365.Worked with the Director of IT to implement all IT policies and procedures, including those for security, disaster recovery, standards, purchasing and service provision.Troubleshoot issues with operating systems, applications, hardware, and networking.Work with Service Desk team across multiple sites, providing a high level of qualityI was also The Team LeadI also maintained Inventory of the all the IT equipment and accessoriesI used the Service Now Ticketing system to monitor and note ticketsDesktop Support Specialist, HCL Technologies, Alpharetta GAJuly 2014 August 2021Hybrid work environment (Remote/Onsite)Document and maintain workflows utilized in successful issue resolution.Worked to constantly improve information technology systems and infrastructure.Update logistics and inventory management system.Planned and developed written policies and procedures for computer operations.Creating/Maintaining User Accounts in Active Directory/Office 365.Imaging/Configuration/Deployment of Desktops and Laptops & verify compliance.Troubleshoot issues with operating systems, applications, hardware, and networking.I used the Service Now Ticketing system to monitor and note ticketsDesktop Support Engineer, CompuCom, Atlanta, GAJune 2009 July 2014 (Hybrid/Traveling work environment)Answered phone calls, greeted clients, and handled all inbound call responsibilities.Managed up to 15 cases simultaneously thoroughly to maintain service level expectationsWorked to constantly improve information technology systems and infrastructure.Brought forth strong attention to detail and the ability to work with complex systems.Creating/Maintaining User Accounts in Active Directory/Office 365. Imaging/Configuration/Deployment of Desktops and Laptops.Supported Windows 10 Enterprise and other Operating Systems. Imaging/Configuration/Deployment of Desktops and Laptops & verify compliance. I used the Service Now Ticketing system to monitor and note tickets |