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Click here or scroll down to respond to this candidate Candidate's Name
Street Address Stockade drive PHONE NUMBER AVAILABLE
Olive Branch, MS Street Address EMAIL AVAILABLE
IT Professional with over 18+ years of experience and expertise in operating and maintaining
technology; consistently recognized for technical troubleshooting skills used to rapidly resolve
challenging technical issues.
Technology Profile
MCTIP Windows 7: Enterprise Desktop Support Technician, LAB Four Training Center,
Memphis, TN, May 2013
Applications: MS Office, 2007,2010,2012 (Excel, Outlook, Access, PowerPoint, Visio) MS
Project, MS SharePoint, Exchange, Ghost, Symantec, Active Directory, Arc serve, Inoculate IT
Anti-Virus, A+ certified Windows 7 migration, Exchange Management console 2013.
Hardware/Infrastructure: Servers, routers, switches, DNS, NAT, VLANS, subnets, TCP/IP,
DHCP, Desktops, and VOIP CAT6, Fiber, VPN Ethernet, DMZ, LAN/WAN, and security
encryption. Networks Cisco Phone System, Cisco unity, Windows 8 R2 serve, VMware
Standards: ITIL
Operating Systems: Windows 7 8
Education
ITT Technical Institute, Associate of Computer Science, 1994
Professional Experience
The Dufresne Spencer Group August 3 2014 to Present
Helpdesk Supervisor
Oversees management of Helpdesk operations and team members
Manages the consultation on performance evaluations, promotions, hiring, and disciplinary
responsibilities.
Ensures effective training of employees and staff development.
Provides leadership and direction ensuring the successful implementation of all Information
Technology Initiatives.
Ensures that major technical, system, or application issues are appropriately addressed and
communicated.
Identifies, develops and implements strategic, tactical and operation initiatives necessary to
expand service, improve service, improve efficiency or improve team satisfaction.
Ability to manage a team remotely.
Participates in the successful implementation of all information system initiatives.
Establishes Helpdesk support plan, schedules resources, and communicates metrics to
Leadership for major go lives and upgrades.
Gather and analyze metrics to benchmark the helpdesk workload/performance and identify
trends.
The City of Memphis
I T Specialist May 8 2014-August 1 2014
The System Specialist II is responsible for providing 2nd level support of hardware, software,
and operating systems for PC computing products. Software, hardware and communication
network operate properly together.
Pr ima ry Duties and Responsibilities:
Identifies, t roubleshoots, analyzes and resolves complex desktop computer problems
Escalates unresolved problems to Lead Desktop System Specialist or Manager
I nstalls equipment and software Performs system administration for desktop solutions.
Acts as key contact for internal IT groups in support of technical problem resolutions
Monitors network access addresses data security, password generation and file access to
forecast potential access r isks. May research tools and processes to identify usage and
capacity t roubles as they develop. Will present research and may assist in developing long-
range plans to address problems.
Identifies, t roubleshoots, analyzes and resolves complex desktop computer problems
Escalates unresolved problems to Lead Desktop System Specialist or Manager
I nstalls equipment and software
Performs system administration for desktop solutions.
Acts as key contact for internal IT groups in support of technical problem resolutions
Monitors network access addresses data security, password generation and file access to
forecast potential access r isks.
May research tools and processes to identify usage and capacity t roubles as they develop. Will
p resent research and may assist in developing long-range plans to address problems
The Harvard Drug Group January 3 2014- may 3 2014
HELPDESK SUPPORT SPEC IAL IST
Pr ima ry Duties and Responsibilities:
Provide first and second-level contact and problem resolution for all users (internal
or external) with hardware, software and applications problems.
Resolve as many user-reported problems as expertise permits using available tools while
adhering to company policies and procedures for the handling of support cases.
Use advanced troubleshooting skills for information gathering and problem resolution.
Courteously obtain and convey concise problem information for internal and external service
personnel.
Provide accurate and timely logging of problems and resolution for problems in the problem
management database.
Escalate problems as appropriate to senior staff or external support.
Act as a liaison between customers and ancillary support staff (internal or external) to assure
accurate problem interpretation. Maintain communications with customers during the problem
resolution process.
Utilize superior customer service and communication skills.
Solve problems in Windows and various other platforms with equal proficiency.
Maintain in-depth knowledge of Help Desk supported products and services.
Work with peers and manager(s) to identify available Help Desk t raining that will
enhance and improve computing support delivered to customer.
Memphis City Schools
Remote Desktop Support July 2008-July 2013
Identified, diagnosed and resolved level two problems for computer software and hardware, the
district network, the Internet and new computer technology in a call center environment.
Effectively communicated solutions to end-users to ensure ongoing customer satisfaction
Provides one-on-one end-user problem resolutions via the phone for district approved Personal
Computer (PC) software and Active Directive duties.
Assisted in the configuration of end-user PC desktop hardware, software and peripherals for
approximately 400 employees.
Diagnosed and resolved end-user network or local printer problems, PC hardware problems and
mainframe, e-mail, Internet and local-area network access problems.
Coordinates timely repair of PC computer equipment covered by a third-party vendor.
Memphis City Schools
Field Service Technician January 2000-July 2008
Performed Active Directory duties: sorted users in the appropriate group, gave user rights to the
domain and reset/change user passwords.
Reviewed technical repair requests from technology call center to identify critical problems for
all 40 locations to enable quick response to crucial calls.
Reviewed and prioritized technology repair requests from staff so that maximum productivity
may be achieved.
Repaired supported computer hardware and software, including contacting vendors for
equipment under warranty, troubleshooting, replacement and/or repair of school
telecommunications hardware.
Mentored and assisted new employees and team members with fewer skills using hardware and
software expertise.
Responded to questions of school administrative and technical personnel.
Provided guidance for teachers regarding technical aspects of their jobs.
Provided assistance with school opening procedures involving troubleshooting,
repair/reconnection of technology and telecommunications equipment.
Provided assistance with computer hardware and software for employees changing locations.
US NAVY 1989-1992
RADIOMAN/COMMUNICATIONS
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