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Work Background
US LBM Holdings, LLCUS LBM Support II – Business Engagement
Mar. 2024 - Nov. 2024Carson City, Nevada, United States
HaysDesktop Support Technician Level 2
Apr. 2023 - Mar. 2024Raynham, Massachusetts, United StatesDesktop Support, Printer Support, Application Support.
HaysDesk Side Support Technician
Apr. 2023 - Oct. 2023Raynham, Massachusetts, United StatesEmbedded Contractor working for ATOS at Johnson & Johnson
• Imaging new laptops and desktop computers for deployment to users and satellite offices
• Asset Management
• Break-Fix for walk-ins and ticketed incidents on Burlington campus.
• Remote troubleshooting.
• ServiceNow ticketing queue management
• Monthly PC refresh project
• Managed ticketing life-cycle for incidents
• Qualification and Imaging of MLL Computers
• Printer Maintenance and Management
• I/O Q/O Printer Management
• Escort FOTS or Feet on the Street for third party vendors
• Liaison between third party vendors and the business
• Participate in regular meetings with management to address any issues with service tickets which may be outstanding or require special attention and also end user services teams to address any escalations or questions they have about their tasks.
Enterprise Solutions Inc.Desktop Support Engineer
Jan. 2023 - Apr. 2023Burlington, Massachusetts, United StatesMachine imaging and refresh.
Deployment of machines to on-site and remote users. Inventory management.
Break-fix at walk-in support counter.
Workstation setups.
NCS Global Services LLCDesktop Support Specialist
Sep. 2020 - Feb. 2021Waltham, Massachusetts, United StatesOpen-ended contract providing Desktop Support (Break-fix) at National Grid. Duties also include:
Imaging machines using Microsoft Deployment Toolkit
Supporting client applications
Deployment of New computers to end users
Re-deployment of Newly Windows 10 imaged computers back to original user
Supporting Windows 10, Office 365
Microsoft Skype Support
Ticketing using ServiceNow Ticketing software
Insight GlobalDesktop Support Consultant
Oct. 2018 - Feb. 2019Woonsocket, RIOpen-ended contract providing Desktop Support (Break-fix) at CVS. I am also assisting with their Windows 10 Migration. Duties also include:
Imaging machines using Microsoft Deployment Toolkit
Deployment of Applications via Pre-written Powershell scripts.
Supporting client applications
Installing and Configuring Sophos Encryption
Deployment of New computers to end users
Re-deployment of Newly Windows 10 imaged computers back to original user
Supporting Windows 7, Windows 10, Office 365
Microsoft Skype Support
Updating Inventory Database
Ticketing using HP Service Manager Ticketing software
Inventory Management Using HPE Asset Manager
BCS CallProcessing IncTechnical Support Analyst
Jun. 2016 - Aug. 2017Rockland, MASupport of Managed Services Clients using technology products for Voice, Data, Video, Wireless and Security. Working closely with Dispatch, Help Desk, Project, and Management Teams to manage services through the ConnectWise Ticketing System. Communication with clients, technical staff and vendor representatives. New equipment/hardware staging. Systems Analysis and recommendation for replacement of systems, and software upgrades for clients. Writing of Technical Documentation for client applications and processes for our technical support staff.
Diesel DirectHelpdesk Analyst II
Apr. 2015 - Dec. 2015Stoughton, MAProvide and document tier 1 and tier 2 support to the IT customer base, including both internal and external customers. Participate in other IT functions as required.
Duties and Responsibilities: First responder to all IT related issues and questions. Create cases on a per incident basis, follow up and close case when issues are resolved. Provide case details gathered through customer interview process and provide triage for quick resolution if possible. Escalate issues to internal and/or external support channels as necessary. Document troubleshooting steps and resolution paths for reference purposes. Participate in desktop and network support, application support and truck technology support. Perform or assist in routine maintenance of systems, set up of new systems, installation of software, and installation of printers, set up of mobile devices. Perform other duties as assigned, ie. Data Entry/clerical work
Professional Skills:
- Exceptional customer service and communication skills
- detail oriented with an organized and methodological work approach
- good relationship building skills
- self-starter with a positive attitude
- able to work in close quarters with peers
- able to focus on work in a busy environment
Desired Technical Skills:
- Microsoft Windows 7 Pro
- Microsoft Server 2008r2
- Microsoft Exchange Server2007
- Microsoft Office 365 including Outlook, Excel and Access
- Adobe Acrobat
- Dell desktop and laptop computers
- HP Printers
- Polycom IP phones
- iPads and iPhones
- Relational Database Concepts
- ERP packages
- Experience with Motorola barcode scanners, Mac OSX, Sugar CRM, Access Back End
Robert Half TechnologyHelp Desk Analyst II
Jan. 2015 - Dec. 2015Day to day breakfix. Computer imaging and deployment. Implemented a helpdesk ticketing system. Server design, configuration and deployment. SonicWALL maintenance and support. Database testing. Handeld support. Printer support.
Robert Half TechnologyHelp Desk Analyst II
Jan. 2015 - Dec. 2015
Robert Half TechnologyHelp Desk Analyst II
Jan. 2015 - Dec. 2015
Middlesex SchoolHelpdesk Coordinator/Technical Support Specialist
May. 2012 - Oct. 2013Concord, MADay-to-Day break-fix Classroom Technology Support Faculty Staff Support Asset Management Active Directory Account Creation and Management
Google Apps Email Account Creation and Management Coordination and management of outside vendors
Research and Development of new technologies for use on campus, including Mac Minis and iPads
Research and Development of new software applications for management of technologies on campus
Volt Technical ResourcesJunior Desktop Technician
Nov. 2010 - Mar. 2011Needham, MAPC Repair and Desktop PC and Network implementation Software Auditing Windows XP Pro Technical Support MS Exchange Technical Support & Configuration Microsoft Office Technical Support Blackberry Technical Support VPN Support & RAS Support Network Design & Implementation Active Directory Support & Management Windows Server 2000, 2003, 2008 Management Microsoft Access 2000, 2003, 2007 Support and Experience
VMWare Client Esx Support
Crystal Reports Support
Image and Hardware Deployment using Altiris Deployment Solutions
Database Updates
Helpdesk Ticket Resolutions/ Ticket Escalation
Need PersonnelPC/Network Engineer
Aug. 2007 - Mar. 2008Sudbury, MADay to Day Break-fix Project Planning & Implementation Antivirus Control Configuration of HP switches Configuration of Cisco Switches and Routers
Forti-gate Firewall Configuration & Maintenance
Voice troubleshooting & Escalation
VPN Server & Client configurations
Terminal Service Configuration
Network Design and Implementation
Blade Server Maintenance & Upgrades
VMWare Infrastructure Administration Server Maintenance Schedule Development Documentation Management
Millennium Computer SystemsPC/Network Engineer
Jan. 2000 - Dec. 2002
Millennium Computer SystemsPC/Network Engineer
Jan. 2000 - Dec. 2002
Computer RenaissanceTechnician
Jan. 1997 - Dec. 1999
Computer RenaissanceP.C. Network Engineer
Jan. 1996 - Dec. 1999
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