b718ffc8-0f27-4ffa-8623-8077b6bb3eda

Andrew Smith


Phone:

(000) 000-0000

Email:

[email protected]

Address:

287 Custer Street, Hopewell, PA 00000

Professional Summary

Highly motivated and career driven individual looking for a company who promotes growth within its staff and offers opportunities to study and expand ones skill set. I have extensive customer service experience and am passionate about IT and technology in general.

Currently working two jobs both in the IT industry. 

Clearance: Top Secret NV2

Employment history

Apr. 2017 – Present
Port Rosy, Wyoming
System Administrator, Hessel-Purdy

System Administrator

General IT troubleshooting, ticket resolution and escalation. Daily routine maintenance and checks on server replication health, veeam backups, shadow protect and exchange status.

– Active Directory
– Exchange Server
– Veeam Backups
– Shadow Protect
– MSP Manager (helpdesk)
– N-Central

Mar. 2019 – Present
Cummingsville, Alabama
Desktop Support, Hoppe Inc

Level 2 Desktop Support

ICT supporting Defence personnel on behalf of the Department of Defence covering the Eastern Region based in RAAF WLM.

– Active Directory
– HP Service Manager
– SCCM
– Regional Asset Co-Ordination
– Ticket Resolution and Escalation
– Software troubleshooting
– Hardware installation and support
– Network installation, troubleshooting and monitoring (Juniper)

Domain administrator on an enterprise network
134 000 Workstations, 8400 Servers, 133 000 Users

Jul. 2013 – Aug. 2013
Lake Milford, Ohio
Director, Cronin, VonRueden and Koelpin

Owner / Operator for TOLL Tech Services

Fulfilling the Department of Defence DIDS contract for TOLL including delivery of sensitive documents and materials to RAAF WLM. Supporting merchant services for ANZ, ST George, Westpac and NAB in EFTPOS services.

– Sensitive document handling and delivery (H2H)
– DIDS Contract (Aircraft component delivery)
– Installation, Maintenance and Support of EFTPOS systems
– Merchant training and support of POS systems
– General courier deliveries

Apr. 2011 – Mar. 2012
Nohemiville, North Dakota
Website Developer, Bosco, Schinner and Runolfsson

Website Design & Development

Self employed website design & development, setting up websites for small to medium businesses in various countries.

– Shopify Partner
– HTML/CSS/PHP/Cpanel
– WordPress CMS
– eCommerce, Joomla, Shopify, VirtueMart, WooCommerce
– Managing SEO campaigns for various clients up to (10k monthly)

Education

Dec. 2007
High School Diploma: ICT, Business, General

  • Northern Reichert – Seanhaven, Maryland

Skills

System Administration

Web Design

Desktop Support

Web Development

Projects

Studying

69890a04-eb75-430d-bd61-ebc51843f7e7

Andrew Smith

287 Custer Street, Hopewell, PA 00000
[email protected]
(000) 000-0000

Professional Summary

  •  Customer-focused Desktop Support with 4+ years of experience in computer operating systems, applications, and hardware. Consistently convey competence and concern to end-users. Strong ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution 
  •  A detail-oriented professional with a passion for service in the information technology industry. Skilled in a wide range of desktop applications, their uses, and how to maintain and repair them. An expert interpersonal communicator who is not satisfied until the customer is satisfied. 

Employment history

Desktop Support, Champlin LLC. Faheytown, Oklahoma
Sep. 2018 – Present
  • Oversee the daily performance of computer systems.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  •  Troubleshoot issues as 1st & 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues 
  •  Participate in IT Support queue which will result in assigning and prioritizing open issues 
  •  Manage customer issues and requests by creating, tracking and documenting technical solutions 

Desktop Support, Mueller, Zemlak and Dare. South Meldaberg, Georgia
Mar. 2018 – Apr. 2018
  •  Work in cooperation with other IT Services groups, follow processes and use provided tools to provide optimal support for employees. 
  •  Provide recommendations to improve the support processes or the delivery of customer service 
  •  Provide & reinforce customer service expectations when assisting the customer in technical and operational issues 
  • Manage the assigned ticket queue
  • Follow standards for supported application and workflows
  • Maintain inventory of assets, as directed by management
  • Other project assignments as directed by the field project management team 

Desktop Support, Schaefer-Runte. North Murrayburgh, California
Feb. 2016 – Mar. 2016
  •  Assist the network support team with all releases following completion of enterprise project work
  • Monitor and test PC/Mac performance and provide PC/Mac performance statistics and reports
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, networked peripheral devices, and networking hardware products
  • Work with Network Administrator to troubleshoot network issues
  • Provide good business management, develops and promotes relationships with both client and other system engineers
  • Performs continual preventative maintenance, including checking and cleaning of workstations, printers, and peripherals 

Education

Torphy College, Schultzville, Delaware
Bachelor Of Computer Application(BCA), Computer Application, Oct. 2015

Abernathy Academy, Howeville, New York
Higher Secondary Education(HSC), May. 2012

Southern Leffler Institute, Marvinhaven, Arizona
Secondary Secondary Education(SSC), Sep. 2010

Languages

English
Conversational

Hindi
Conversational

Marathi
Conversational

Skills

Detailed-oriented and be able to handle a variety of tasks in an efficient manner
Experienced

Self-starter, energetic, good people/communication skills and ability to prioritize workload
Experienced

Possess a strong technology background with the ability to execute a task or project to completion
Experienced

Good communication skills, able to communicate in a professional and friendly manner with co-workers and customers
Experienced

Detail oriented, highly organized, and able to handle a variety of tasks in an efficient manner
Expert

Highly motivated and able to work independently or as a member of a team Proficient with Microsoft Word, Excel and other applications in the Microsoft Office suite
Expert

Additional information

Accomplishments

desktop support

  • Design and develop computer hardware and support peripherals, including central processing units (CPUs), support logic, microprocessors, custom integrated circuits, and printers, VOIP and disk drives.
  •  Configured Exchange clients on all desktops for enterprise mails and messaging using outlook.
  •  Troubleshoot network connectivity problems in daily operations (physical layer interfaces and cabling standards and managed hardware & software problems.
  •  Diagnose hardware and software problems, and replace defective components. 

desktop support

  • Do fault finding and troubleshooting user IT related issues
  • Identify, log and resolve technical problems with software applications or network systems 
  •  Coordinate with network services and information systems groups
  •  Ensure that work is carried out within agreed service levels and in accordance with department guidelines 
  • Onsite and remote desktop support

desktop support

  • Imaged new PCs for deployment. 
  • Configured software for users. 
  • Scheduled meetings with users to identify software and hardware needs. 
  • Scheduled times to refresh their old machines for a seamless transition. 
  • Troubleshoot issues with applications such as Microsoft Office and various other software. 
  • Asset management software. 
  • Followed HIPPAA Guidlines.

desktop support

  • Creating Users, Groups and assigning permissions and privileges.
  • Administrating and troubleshooting of users PC’s
  • Implementing the Group policy Security and Group policy Software.
  • Installation, Configuration and Troubleshooting of Modems, Printers, Scanners and other PC devices.
  • Configuring the users Microsoft Outlook & ensuring the users that none of user mail is missing.
  • Establishing Connectivity between Clients & Server.
  • Configuring TCP/IP Printers and shared Printers.

desktop support

  • L1 support for various different companies
  • Replying of emails for server issues
  • Escalating of issues to L2 and L3 supports
  • Hardware based support for MNC

desktop support

  • Initiate, review, or approve modifications to project plans. 
  • Assign duties, responsibilities, and spans of authority to project personnel. 
  • Refresh hardware and ensure that the user is able to do their job as easily on the new machine as on their old. 
  • Talk to user to ensure that no data is missing and that outlook email is working correctly. 
  • Troubleshoot any issues that may hinder the user from doing their job. 

desktop support

  • Trouble Shooting Computer Hardware as well as Software problem.
  • Application Software: – Ms Office , Microsoft Outlook, Antivirus Software 
  • Installation of LAN card, printers, Scanner etc. 
  • Trouble Shooting of Local Area Network.
  • Providing Level 1 support for installation of applications like Microsoft SQL 7.0 & Visual studio & .NET, MS Office, Norton Antivirus, Graphics Applications from Adobe and Macromedia
  • Installation and Maintenance of Desk Jet Printers and Network Printer (Xerox Work Centre 7345, HP 5550dtn, HP4600, HP2015n).

desktop support

  •  Work in cooperation with other IT Services groups, follow processes and use provided tools to provide optimal support for employees. 
  •  Provide recommendations to improve the support processes or the delivery of customer service 
  •  Provide & reinforce customer service expectations when assisting the customer in technical and operational issues 
  • Manage the assigned ticket queue
  • Follow standards for supported application and workflows
  • Maintain inventory of assets, as directed by management
  • Other project assignments as directed by the field project management team 

desktop support

  • Addressing user tickets regarding hardware, software and networking.
  • Walking customers through installing applications and computer peripherals.
  • Remote troubleshooting.
  • Customize desktop applications to meet user needs.
  • Direct unresolved issues to the next level of support personnel.

desktop support

  • Produce various reports utilizing Microsoft SQL server and Microsoft Excel
  • Implemented changes for Tax wealth clients and update the database
  • Maintain Composure and patience in high pressure situation 
  • Store all the data in AWS S3 Glacier Deep Archive for tax regulation purposes
  • Created and implemented backup and restores policies and procedures.
  • Performed administration tasks, user management, documentation, communicating messages to users
  • Assisted user’s problem in a timely manner

desktop support

  • Deployed Active Directory GPO’s using WMI filter and Security filter on site level, domain level, and OU level
  • Deployed software and network drive using group policy and managed GPO’s on the users and computers in AD environment
  • Tracked and managed the backup on a daily basis
  • Configured and deployed unattended installations over the network for multiple departments

desktop support

  • Increased forest functional level and domain functional level to introduce 2012 r2 domain controller in the test environment 
  • Added and Supported AD users and groups on regular basis using scripting language i.e. batch, PowerShell  
  • Created, managed and configured Virtual Machines, clones using Hyper V, SCVMM
  • Monitored and maintained health and security of the virtual servers

desktop support

  • Troubleshoot Network Printers and Print Server issues.
  • Installed software, upgraded memory, replaced hard drives and set up new workstations.
  • Analyzed and resolved network related hardware and software problems/upgrades.
  • Managed AD environment i.e. File server/ Print server/ Backup server/ Hyper V

desktop support

  • Provided rapid response via phone, electronically, remote session and/or in person.
  • Ensured that all server hardware, operating systems, software, and procedures aligned with organizational standards and strategic business plan.
  • Installed, configured, upgraded and maintained Windows operating systems 7/8/10, server 2008/2012 r2, exchange server, WDS, WSUS server, DHCP server, DNS server, other server roles, and Windows-based applications.
  • Configured all new equipment including installation and updating of software, as well as troubleshooting and network connections and Receiving and distributing hardware.
  • Troubleshooting mobile device email connectivity issues (IOS, Android).
  • Maintained inventory lists for computers and peripherals, printers etc.
  • Printer and photocopier maintenance (toner replacement, paper jam clearing, printer mapping, and driver installation, etc.).

desktop support/data entry operator

  • Monitor current reports of computer viruses to determine when to update virus protection systems. Last Used Antivirus- Quick Heal 2017 Total Security.
  • Maintain records of Finance.
  • Fill machines (printers)  with toners, inks Last Used: Hp LasetJet 1020+, Epson L350, 
  • assist new clients in the globalization and during a hyper-care phase.

desktop support

  • Responded to requests for technical assistance in person via phone for the following technologies: Windows and Mac OS-based endpoints (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Microsoft Office
  • Assisted the Help Desk Manager in supervision training and mentorship of student employees at the Help Desk with a specific focus on leading the team of Desktop Support Referral student employees who also contribute to tier 2 ticket resolution
  • Continually updated personal knowledge of Industry-specific knowledge “Insurance Restoration” 
  • Maintained confidentiality and discretion when working with passworded or sensitive materials

desktop support, deputy team leader

  • Handle customer requests, incidents and inbound calls regarding technical issues.
  • Ensure all Calls/issues are logged with appropriate detail desktop and application support.
  • Assess, prioritize and manage workload ensuring SLOs are met.
  • Provide regular updates to customers and End to end
  • ownership of all reported cases through to closure.
  • Client requirement gathering, prioritization and scoping
  • experience.

desktop support

  • Imaged new PCs for deployment.
  • Configured software for users.
  • Scheduled meetings with users to identify software and hardware needs.
  • Scheduled times to refresh their old machines for a seamless transition.
  • Troubleshoot issues with applications such as Microsoft Office and various other software.
  • Asset management software.

desktop support

  • Troubleshooting the PC ,Work Station and laptop problems
  • Installation of Operating systems and software troubleshooting
  • Provided Technical assistance to the end users
  • Configured all kinds of hardware devices
  • Configuring and troubleshooting LAN, WAN network
  • Configuring and troubleshooting the ERP software

desktop support

  • Oversee the daily performance of computer systems
  • Prepare evaluations of software or hardware, and recommend improvements or upgrades
  • Develop training materials and procedures, and train users on the proper use of hardware or software
  • Created documentation for end users on how to configure and use various software.

desktop support

  • Maintained support for desktops, laptops, mobile devices, and servers.
  • Responded to user request for technical support via phone, in-person, and remotely (VNC, Team Viewer, and RDP).
  • Responsible for adding, removing, and modifying users, devices, and groups in Active Directory.
  • Modified user and device accounts in the AS400/I-Series database.
  • Responsible for imaging and backing up computers using Acronis True Image.
  • Made sure all server backups were complete and data was uncorrupted on a daily basis.
  • Automated daily and weekly tasks with powershell and bash scripts.

desktop support

  •  Assist the network support team with all releases following completion of enterprise project work
  • Monitor and test PC/Mac performance and provide PC/Mac performance statistics and reports
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, networked peripheral devices, and networking hardware products
  • Work with Network Administrator to troubleshoot network issues
  • Provide good business management, develops and promotes relationships with both client and other system engineers
  • Performs continual preventative maintenance, including checking and cleaning of workstations, printers, and peripherals