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Andrew Smith
Professional Summary
To continue my career as a Windows System Administrator with an organization that will utilize my Business Management, Leadership, Supervisory and Team Building skills along with my Cisco Networking, Windows Server 2012 R2 including Hyper-V and VM-Ware ESXi virtualization experience, Network and Database Administration, Desktop, Help Desk Support and PC Deployment skills to benefit mutual growth and success in companies across United States of America.
Employment history
IT Consultant, Funk-Graham. Port Phillipville, Oregon
May. 2014 – Present
I am an Independent Contractor/IT Consultant. I go onsite to businesses throughout the United States and perform tasks that I have been asked to do such as: Deploy Computers Printers, etc, swap out/replace Cisco, Fortinet and other routers and switches, repair devices connected to the network, provide both short and long term Desktop Support and/or Windows/Network Administration. Maintain Wired, Wireless and all Security Cameras for multiple businesses and college/university housing complexes throughout Knoxville, TN. Install/Maintain/RepairReplace servers and other network hardware and software.
Help Desk Technician, Christiansen Group. West Mitzieside, West Virginia
Jan. 2013 – Dec. 2013
•Created/deleted Active Directory accounts and local accounts, reset account passwords and enabled/disabled computers, moved computer objects into the correct Organizational Units.
•Create step by step, detailed, instructions for office continuity / knowledge base system.
•Create step by step, detailed, instructions for office continuity / knowledge base system.
•Provide step by step instructions to help users resolve their computer, printer, and network issues.
•Experience maintaining ESXi VM-Ware virtualization clients.
Education
Northern Maryland Academy, Heidenreichton, Rhode Island
Associate of Science, Information Technology, Jan. 2017
East Tremblay Academy, New Jeni, Iowa
Bachelor of Science, Network Security and Forensics, Jan. 2017
Personal info
Phone:
(000) 000-0000
Address:
287 Custer Street, Hopewell, PA 00000
Skills
Windows Systems Administration
Active Directory
Desktop Support
Help Desk
Network Security and Forensics Technician
Database manager
Data Analyst
63d15a1f-6c4e-4f5d-990a-92e62351fc5a
Professional Summary
Highly-motivated focused professional with 10+ years of working experience. Strong work ethic and planning skills with keen ability to multi-task in a fast-paced, results-driven environment. Seeking a career opportunity to secure a position in a professional and challenging environment where I can utilize best of my skills.
Employment history
Help Desk Technician, Considine, Cruickshank and Turcotte. Lake Lorainemouth, New Mexico
Jun. 2019 – Oct. 2019
- Provided technical computer support, such as configuration, installation and troubleshooting computer hardware and software.
- Provided installation, configuration, maintenance and support of printers.
- Performed intermediate computer hardware, software and peripheral setups, installations and configurations. (i.e. keyboards, mouse, scanners and disk drivers)
- Performed basic installation and configuration of wireless routers.
- Provide end-user support to County employees for County-owned PC hardware and County-used software applications, including providing written documentation.
- Oversee the daily performance of computer systems.
- Inspect equipment and read order sheets to prepare for delivery to users.
- Maintain an inventory of parts for emergency repairs.
- Train people in computer system use.
Inventory Control, Heathcote, Streich and Schulist. South Dillon, Minnesota
Jul. 2014 – Dec. 2015
- Receive and count stock items, and record data manually or using computer.
- Pack and unpack items to be stocked on shelves in stockrooms, warehouses, or storage yards.
- Verify inventory computations by comparing them to physical counts of stock, and investigate discrepancies or adjust errors.
- Store items in an orderly and accessible manner in warehouses, tool rooms, supply rooms, or other areas.
- Mark stock items using identification tags, stamps, electric marking tools, or other labeling equipment.
- Prepare and maintain records and reports of inventories, price lists, shortages, shipments, expenditures, and goods used or issued.
- Keep records on the use and/or damage of stock or stock handling equipment.
- Recommend disposal of excess, defective, or obsolete stock.
- Dispose of damaged or defective items, or return them to vendors.
- Position lifting devices under, over, or around loaded pallets, skids, or boxes and secure material or products for transport to designated areas.
Parts Clerk, Langosh, Effertz and Ruecker. West Richie, Iowa
Jan. 2013 – Sep. 2013
- Greet customers entering establishments.
- Answer customers’ questions, and provide information on procedures or policies.
- Calculate total payments received during a time period, and reconcile this with total sales.
- Sort, count, and wrap currency and coins.
- Compute and record totals of transactions.
- Maintain store inventory.
- Issue receipts, refunds, credits, or change due to customers.
- Assist customers by providing information and resolving their complaints.
- Keep periodic balance sheets of amounts and numbers of transactions.
- Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.
Education
South Gleichner College, Gaylordland, Oklahoma
Associate of Applied Science, Information Technolgy
Western McGlynn, Port Loryborough, South Dakota
Certification, Intrumentation, Present
East Brakus, North Marinview, Oklahoma
High School Diploma, Mar. 2005
Skills
MS Office
Fork Lift
Customer Sales
Communication
Customer Service
Problem Solving
Operating Systems
Internet Applications
Trouble Shooting
Networks
help desk technician / intern developer
- Exchange server to Web Based email migrations
- Remote Support through: Remote Desktop, ScreenConnect
- Created shopify landing pages and configured custom features programming within their “.liquid” files
- Help desk support: phones, hardware, network, software
junior help desk technician
- Frederick County Public Schools sponsored co-op program to have students working in the community
- Was selected as the IT intern/help desk associate for James Wood High School after getting A+ and N+ certifications
- Basic help desk duties such as tickets, remote assistance, and installation of basic software/updates
- Cable running and hardware installation
help desk technician
- Provide technical support and troubleshooting services remote and on-site to end-users who need assistance with their computer hardware or software.
- Walk customers through problem-solving process.
- Install computer peripherals for users.
- Monitored computer hardware performance on thin clients to ensure 24 x 7 operation of PC management and resources daily
help desk technician
- Support and maintain a broad arrange of University-wide and Departmental services while
- Assist with managing the University’s cellular accounts and provide support to its large customer base.
- Advanced technical monitoring duties.Provide the highest quality of customer service.
- Provide the highest quality of customer service to thousands of users, resolving conflicts and finding effective solutions to a wide range of requests, incidents, and occasional extraordinary situations such as high impact outages.
- Identify, monitor and report high-level situations affecting large user bases. Effectively coordinate solutions in real time.
help desk technician
- Utilized Remedy 8 ticketing system to service desktops, laptops and printers for DOD
- Contributed to customer satisfaction via government SLA’s to meet call resolution standards
- Demonstrated professional attitude daily to maintain excellence in accordance to company protocol and code of conduct
- Assisted Army personnel with computer unlocks via User Manager/Active Directory tools
- Supported customers with VPN installation via DameWare 10 software
- Actively communicated over Avaya VOIP, Microsoft Outlook, and Remote Desktop technologies
- Documented call resolutions from all service tickets for internal reporting and end user closure
help desk technician
- Remained courteous and calm, even during moments of customer dissatisfaction
- Provided basic technical support for clients on a wide range of company products, resolving issues at a 90% rate
- Bomgar into students machines to further diagnose and resolve issues.
- Manually configure MS 365 for faculty and students.
help desk technician/ it administrator
- Provided daily technical support for e-mail, network connectivity, peripheral equipment, and system maintenance.
- Deployed, maintained and operated numerous devices such as PCs, data projectors, iPad’s, and smartphones and sound systems.
- Successfully managed a demanding workload in responding to telephone calls and emails.
- Earned a reputation for genuine desire to provide outstanding assistance to callers and for patience, always demonstrating empathy for the problems callers were facing, and the ability to effectively diffuse situations involving callers under pressure.
- Performed hardware and software troubleshooting, maintenance, and installation as required by supervisor, staff, or faculty.
help desk technician
- Verbally troubleshooting and resolving technical issues for federal employees in a fast paced environment
- Reset passwords and unlocked accounts for federal and contractor employees through Active directory.
- Administer 40-60 tickets daily and steadily met service standard.
- Re enabled machines using McAfee Safe Boot.
- Exceed issue resolution targets and achieved high customer satisfaction service.
- Handles troubleshooting of technology within an enterprise environment, including system crashes, slowdowns, and data recoveries
- Engaged clients using knowledge of services, technology, and sales strategies to provide long-term solutions
senior help desk technician
- Provide help desk support to end-users of QuickBooks CRM software.
- Document all issues and schedule follow ups for customers with recurring issues.
- Answer questions about product features and resolve processing issues.
- Resolve escalated calls from other Help Desk Technicians
- Complete projects for end-users for custom developed forms
- Work with developers to resolve outstanding customer issues
help desk technician
- Provided technical computer support, such as configuration, installation and troubleshooting computer hardware and software.
- Provided installation, configuration, maintenance and support of printers.
- Performed intermediate computer hardware, software and peripheral setups, installations and configurations. (i.e. keyboards, mouse, scanners and disk drivers)
- Performed basic installation and configuration of wireless routers.
- Provide end-user support to County employees for County-owned PC hardware and County-used software applications, including providing written documentation.
help desk technician
- Setup and use of virtual machines for increase administrative efficiency while properly utilizing available hardware fully
- Benchmarking newly acquired hardware and making recommendations for acquisition of new devices
- Provide training to users to further enhance their knowledge and ability to perform their functions more easily and efficiently.
- Provide remote and field support for Windows Operating Systems from Windows 95 to current, DOS, IBM Lotus Notes and Sametime support, Wordperfect, and all Microsoft Office Suites products.
help desk technician
- Diagnosed and repaired PCs, including hardware componentreplacement.
- Provided services to employees with technical and IT issues,including desktop, laptops or network services.
- Installed anti-virus and operating systems.
- Provide remote support utilizing tools such as Dameware, Windows RDP, and Remote Viewer
help desk technician
- Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issuesDecreased personal tickets response by 36% in first 3 months
- Adjust and provide adequate user permissions while implementing the concept of least privilege
- Confer with staff, users, and management to establish requirements for new systems or modifications..
- Acquisition of MD-101 and MD-102 Microsoft Modern Desktop Administrator and CompTIA Sec+ certifications.
help desk technician
- Provided level 1 and 2 technical support to 150+ user across multiple states.
- Ensured quick resolution user concerns and escalated more complex issues do higher Management.
- Installed and maintained various network hardware, software, and computers.
- Create, update, and distribute appropriate government forms for requests.
help desk technician
- Provide telephone and in-person support to over 200 end users, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.
- Create, respond to, escalate, and close tickets. Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner.
- Document all technical issues. Highlight steps taken to remediate problems.
- Worked with clients both in-store and on-site to install, troubleshoot, and repair technical problems for computer systems, including laptops, desktops, printers, modems, and monitors.
- Provided telephone and e-mail technical support follow-up, recommending purchases as required.
help desk technician
- Assist in modifying the intranet
- Assist Network admins when needed
- Maintain a friendly, professional, goal-focused customer service while interacting with any and all users or members of my team.
- Refer hardware or software problems to vendors or specialist technicians for service.
help desk technician
- Provide timely solutions to users experiencing issues with software platforms, hardware, printer issues, server & network connectivity issues, and general instruction or guidance on the many utilized services and tools provided by the U.S. Army.
- Implement and enforce security protocols including firewall configuration, encryption methods such as AES and SHA-256, physical controls, and provide training and guidance on data hygiene.
- Identify and escalate patterns to potentially wide-scale outages and vulnerabilities, as well as other common software issues before they reach peak spread.
- Image and maintain computer using Windows Active Directory, Microsoft System Center Configuration Manager, and PXE Boot.
- Patch and update software, operating system, BIOS/UEFI configurations, and sometimes hardware platforms to minimize security vulnerabilities and maximize machine and user efficiency.
- Provide thorough, metric-driven results utilizing the tracking platform Remedy while maintaining thorough records with step-by-step instructions on how the issue was resolved.
- Ensure timely resolution of reported issues, with no issue going unresolved for more than 4 days from the time of its submission.
help desk technician
- Configured Exchange clients on all desktops for enterprise mails and messaging using outlook.
- Performed routine works such as installation / upgrade of network software & hardware peripherals including network printers, plotters, scanners, etc.
- Troubleshoot network connectivity problems in daily operations (physical layer interfaces and cabling standards and managed hardware & software problems.
- Effectively executed backup operation function.