Desktop Support Technician

Self-Motivated, detail-oriented IT Professional with proven work ethic and over 30 years of experience in installing, upgrading, and troubleshooting server, desktop, and laptop systems and peripherals in Windows Local Area Network (LAN), Wide Area Network (WAN) and Enterprise Local Area Networks (ELAN). Task-oriented, efficient problem solver who is highly productive, completing multiple tasks in a fast paced environment and providing exceptional customer service to a variety of functional areas.

Last Resume Update July 24, 2014
Address Massillon, Ohio
E-mail lock Locked
Years Experience 10+


Instight Technology Solutions, Inc.
Desktop Support Technician
Apr 2008 - Current

• Tier 3 support, imaging desktop and laptop computers; installing, configuring and maintaining various commercial and government software packages; providing hardware maintenance, repair and or replacement.
Major Responsibilities
o Lead Technician for 2nd shift on three refreshes (two Hardware and one OS), directly supervising between 3 and 9 technicians.
o Evaluated and modified standard practices of IT techniques to meet complex challenges of hardware and software rollouts, imaging, standard configurations, anti-virus applications, patch management, group policies, and scripting.
o Troubleshooted desktop and Laptop systems. Consulted with and assisted the Platform Team, and Software Engineers during day to day operations and troubleshooting, and the implementation of IT policies and procedures, security violations, and failed network pushes.
o Administered and troubleshooted Exchange email accounts, public folders, CAC certification, distribution lists, security groups and shared folder permissions and rights.
o Provided customer support in the planning and delivery of IT services including the receipt, acceptance, configuration, installation, and movement of all personal computers and equipment.

Perot Services Government Solutions
Network Engineer
Feb 2004 - Feb 2007

• Tier 2 Domain Administrator, providing software and Hardware support to local Coast Guard sailors and employees. Conducted full engineering image support, redesigned and maintained local organizations webpage in accordance with DISA and DoD requirements.

Major Responsibilities
o Created user accounts using Active Directory.
o Managed individual and group Microsoft Exchange email accounts, public folders, CAC certification, distribution lists, security groups and shared folder permissions and rights.
o Responsible for Server maintenance, rebuilds, and OS conversion / upgrades.
o Network administrator for the local Exchange server.
o Coordinated and facilitated inter-departmental IT projects, information exchanges and research.
o Successfully trained over 350 employees on the efficient use of their software and hardware to improve overall productivity.

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