Highly detail oriented and experienced PC & Printer Hardware/Software Technician who works in a fast paced, SLA Driven environment providing outstanding customer service to end users through troubleshooting and break/fix solutions with little to no supervision.
Outstanding Customer Service Windows XP/Vista/7/8/10 Microsoft Office / Office 365 HP, Dell, Lenovo, Apple Hardware
Highly Detail Oriented
Excellent Troubleshooting Skills Creating Support Documentation Active Directory
Senior Desktop Support Specialist06/2017
to Current Refulgent Technologies at NC Department of Transportation – Winston Salem,
Provides superior customer service and technical support throughout Division 9 to the North Carolina Department of Transportation in a 5 county region.
Supports desktops, laptops, Windows tablets, iPads and printers via hands on support and remotely using Bomgar and by phone.
Supports Windows 7, 8 and 10 Operating Systems as well as Microsoft Office/Office 365 products and various other software platforms such as Citrix, Cisco, McAfee and more.
Works closely with end users and resident engineers daily to ensure maximum efficiency and up time regarding both hardware and software support.
Develops documentation for other technicians and end users.
Works with Dell and HP on warranty claims to replace hardware as needed.
Keeps detailed inventory of assets and communicates directly with office manager.
PC Technician II / Desktop Support Technician01/2014
to 06/2017 Cornerstone Health Care / Wake Forest / Kailo Health Care – High Point,
Provided excellent customer service & a broad
spectrum of technical support to Cornerstone Health Care & Wake Forest Medical
Center which includes on site, by phone and remote.
Trained new technicians and
mentored coworkers regularly.
Worked unsupervised in a fast paced HIPAA
environment providing both hardware and
software support to end users within strict
imaged computers, installed Shoretel/Cisco phones &
effectively communicated with both users and
coworkers & management.
Reset/Unlocked accounts in AD,
Reset tokens in RSA & McAfee EPO, encrypted computers
using McAfee Drive Encryption.
Deployed & supported
iPhone mobile devices.
Troubleshot various Windows issues and other
Personally developed documentation for new
hires and other technical staff.
call after hours to provide additional support as needed.
Assisted Doctors & VIPs with technical
issues, including the CEO.
Assisted manager with interviews of potential
Field Service Analyst03/2003
to 11/2013 CompuCom Systems - BB&T Contract – Greensboro-High Point-Winston Salem,
Provided On-Site/Remote/Phone Desktop/Laptop/Server/Printer Support to 40+ sites & 1,000+ users in an SLA driven work environment utilizing call tracking through Service Now & HP Peregrine systems.
Repaired/Installed Computer & Printer hardware as well as software in a fast paced environment.
Experienced with HP, Compaq, Dell, Lenovo, and Lexmark hardware as well as software in a Windows XP & 7, Office 2003-2010 environment.
Performed networking cross connects on CAT5 & CAT6 cabling.
Provided outstanding customer service to end users in a highly professional and confidential work environment.
Kept inventory of model stock and handled all parts ordering and returns.
Desktop Support Technician07/2002
to 12/2002 TEKsystems - Lowe's Contract – Wilkesboro,
Worked a 6 month conrtract at Lowe's Home Improvement Headquarters migrating Desktops & Laptops to Windows XP.
Performed analysis of PCs and data back up and data restoration to upgraded workstations.
Provided outstanding customer service to end users.
Systems Integrator II10/2000
to 05/2002 Vulcan Materials – Los Angeles,
Provided technical support in a Windows 95/98/2000 & VAX
environment for 160 local users & 75+ outside offices throughout
California, Arizona, & New Mexico.
Installation/Configuration of Hardware/Software on Dell Desktops & Laptops Plus Troubleshooting network/hardware/software issues, creating/configuring & maintenance of user accounts &
mailboxes on NT/Exchange Servers.
Ordering PC systems, peripherals, & other hardware/software from