Desk top support - Computer Hardware Resume Search
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Desk top support Resume


Desired Industry: Computer Hardware SpiderID: 73597
Desired Job Location: Houston, Texas Date Posted: 10/1/2014
Type of Position: Full-Time Permanent Availability Date: 10/1/2014
Desired Wage: 42,000
U.S. Work Authorization: Yes
Job Level: Experienced with over 2 years experience Willing to Travel: Yes, More Than 75%
Highest Degree Attained: Bachelors Willing to Relocate: Undecided


Objective:
As a qualified technology professional, I have certifications, formal education, and experience working with a variety of companies. I am seeking to utilize these skills, and to acquire new techniques through future challenges.


Experience:
 Expertise in installation and operation of all versions of Microsoft Office Products.
 Proficiency with Active Directory.
 Production design experience with migration of Microsoft Operating Systems.
 Installation of E-expense SAP, Grabbit, Windows and Outlook.
 All aspects of Wave and Sophos data encryption software and Adobe White Board remote access software.
 Large and small office network designs.
 10+ years of experience in development/implication and training techniques. Venues were Classroom, Onsite, Hands-on and Self Help Quick Reference scenarios.
 Training designed from beginning syllabus to providing competent staff armed w/advanced technological training.
 Continuing investigation of updates and improvements to provide current education.


Education:
MCSE Microsoft Certified Systems Engineer MCP + I Microsoft Certified Professional MPS Microsoft Product specialist A+ Computer hardware IOS Apple certificate Sophos and Wave encryption certified


Affiliations:
EXPERTS, INC. /NCO GROUP - Desktop Support Help Desk Agent 2013-2014
Installation/updates for Work-at-Home Project for Best Buy Agents. Position: users provided an approved computer, and group would install 3rd party software for interaction with corporate clients. Program faced challenges with multi-platform Windows products, and a multitude of network providers. Strong emphasis placed on user’s prompt return to service within time sensitive environment. Primary Tools: Adobe White Board system, allowing real-time remote access by over 1200+ users of network and desktop support.
Following completion of the Best Buy Project traveled to onsite Windows 7 network upgrades across the country. Position: hardware updates in various locations, making sure 3rd party software was compatible with new operating system. Provided all necessary software to individual work settings. Finished with user training of new operating systems as it interacted with Windows product.
CDI/IBM/British Petroleum - Lead Tech, PCDoc and Various 2011-2013
Contract employee serving as Desk Top Support contact for a large multinational corporation. Position: Departmental moves; reset of various desktop systems; updating from Windows XP to Windows 7; installing and configuring 3rd party software including SAP, WAVE, Sophos, and various other industry-specific and management software. Expertise in every aspect of Windows Office, including large Outlook systems. Worked with several models of WIFI devices including all apple products and blackberry along with several other smart phones and data pads
Managed PC Drop-Off Center, requiring repair/return of computers to consumer within ten working hours. During tenure, I increased on-time returns from 84% to 99% return of the non-working (PC DOWN) computers; overcoming many software and hardware challenges including retention of back-up data on damaged/non-working units. My team consistently maintained a Users’ scoring of 4.9 out of 5.0. Responsibilities included documentation and timely creation of weekly/daily spread sheets provided to major management personal within BP and IBM.
Observing a trend in equipment breakdown, I developed a Well Care Program. This was a Power Point demonstration and one-hour basic skills set about avoiding loss of data and damage to the users machines. The class became very popular and requested, including a broadcast internationally over live satellite feed. End result was a significant lowering in reported issues by class attendees, as well as boosted confidence in the PCDOC Department by end users. Developed and provided web based Self Help Guide to provide step-by-step instructions for end users about common errors and fixes.


Kelly HBA - APPLE PROGRAM 2010-2011
Graduate of Apples IOS In-House College, with a certificate in IOS devices in the top 2% of my class. Worked within the Kelly HBA program with Apple. Provided telephone support during high volume holiday season. Worked with first-line support for customers for various IOS customers. I phones I pads and I pods Troubleshooting of Apple products, system set-up, delivery/repair for damaged or outdated equipment.
LOCAL IT – Operations Director 2006 - 2010
Owner/Director of Operations of an IT based business in Southeast Texas. Customer base consisted of small businesses to large networks dealing with multiple server scenarios. Clients: Port of Orange, The Orange Chamber of Commerce, and the local Chapter of Economic Development. Business responsibilities included maintenance of networks, adding new equipment, and back-up devices when required. Designed new network and wireless systems. Extensive repair and recovery of network/data items seriously damaged by effects of Hurricane IKE. Managed and provided technical support teams in the field, providing urgent repair of operations.
NCR - Lead Technician/Corporate Customer Trainer 2004 - 2009
Lead Technician in every major roll-out installation with NCR, working on frontline POS systems and total network replacement. Clients included: The United States Postal Service, Lowes, Wal-Mart, Safeway, Fresh and Easy, Taco Cabana, Jack in the Box, Albertsons, and Home Depot. Specifically during Home Depot roll-out, I provided new equipment training for the store’s entire staff (beginning and advanced classes), requiring over 300 training classes in the United States and Canada. Albertsons roll-out was onsite final 3rd level Support Managers. Provided progress reports directly to corporate offices in Salt Lake.
Team One Logistics Technicians (TOLT) - Consultant/Trainer 2003 – 2004
Recruited to update local and national technicians in all facets of front and back office situations, while working on client’s system. Client base included entire western United States. Other duties included hiring/training of local employees on basic network skills.
NCR/Home Depots - Lead Technician/Project Manager 2002 – 2003
Provided final phases of programming for Home Depot's "Fast Track" Project. This system is a self check-out register, incorporating a Windows based enterprise network; in concert with the NCR scanner system, ATM network, and a precision scale. Other duties were Supervision of contract wiring personnel, assuring network connectivity, blueprint adherence, and final troubleshooting of the project with the end user.
ARC/IBM - System Deployment & Post Migration Support Consultant 2002 - 2003
On-site consultant with team of International Tech consultants working on equipment upgrades and replacement of existing IBM, Microsoft and Cisco networks throughout America and Europe. Other duties included one-on-one troubleshooting migration issues and training for end users. Network software utilized a Windows 2000/XP environment with Citrix and SAP connectivity.
Quality Teleservices Incorporated (QTI) - Special Projects Supervisor 2001 - 2002
Managed multiple projects involved with design and construction of computer networks for Los Angeles Unified School District. Designs utilized copper and fiber optic cables in an enterprise structure. Daily updates utilizing Microsoft Project and Excel reports to Board of Directors, providing real time access to costs and project completion timelines. Research and development reporting used Visio and PowerPoint programs for personnel training in compliance with project goals. Further presentations and training sessions were given to ensure local, state and federal regulations and safety issues were observed.
NCR/Rome-Arrow - Project Manager 2000 - 2001
Provided design specifications and installation of high-speed internet systems in hotels/offices throughout United States. Duties included outside vendor contact, acquiring installation equipment, and organizational supervision. Position: Onsite Coordinator, Programmer and troubleshooter on Microsoft NT server, Cisco routers, Cabletron switchers and Cais equipment. Network was connected to corporate in-house reservation and billing computers.


Skills:
 Expertise in installation and operation of all versions of Microsoft Office Products.
 Proficiency with Active Directory.
 Production design experience with migration of Microsoft Operating Systems.
 Installation of E-expense SAP, Grabbit, Windows and Outlook.
 All aspects of Wave and Sophos data encryption software and Adobe White Board remote access software.
 Large and small office network designs.
 10+ years of experience in development/implication and training techniques. Venues were Classroom, Onsite, Hands-on and Self Help Quick Reference scenarios.
 Training designed from beginning syllabus to providing competent staff armed w/advanced technological training.
 Continuing investigation of updates and improvements to provide current education.


Additional Information:
Hello:
My name is Don Richardson and as you can see by my resume I have extensive experience in working with projects in America and Europe. I have technical skills, certifications and real life experience on a multitude of projects with many areas of technical issues.
More important is working with the client. Often people in the technical industry forget this. In all honesty this is the most essential issue with the technical field. Dealing with the people that need your help is in many ways is paramount to success in this area. I have the experience in this area along with my technical skills to provide a successful end effect. This in turn leaves the client feeling confident in the service that was provided.
I enjoy working with the client in this industry the best. It does not matter if it is over the phone, in person, or in front of a classroom, a little empathy and respect goes a long way. To you in the tech field it may be a small easy thing to restore or repair. To the client it is the device they need to do the job and it needs to be functioning so they can continue with that assignment in a timely manner.
I have been working with IT issues and customer service for over ten years and to be honest I enjoy the challenge of resolving difficult issues with positive results.
If you have any questions please contact me

Don Richardson MCSE MCP+I MPS
713 897 -1771


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