Caleb Blevins

Provide Information Technology skills to troubleshoot hardware and software issues on site at various Montgomery County Offices Transport a variety of computer equipment to and from Montgomery County Locations Re-image State and County computers

Desktop Support Specialist - BCC IT Montgomery County - Dayton, Ohio

(2022-10)

• Provide Information Technology skills to troubleshoot hardware and software issues on site at various Montgomery County Offices
• Transport a variety of computer equipment to and from Montgomery County Locations
• Re-image State and County computers
• Deployed computers at various locations within Montgomery County
• Set up cubicles with computers, monitors, docking stations, mice, keyboards, phones, and cables for new hires
• Work with vendors such as Dell to order replacements and services for County purchased hardware
• Made outbound calls to Users for following up on issues
• Remoted into County and State Computers to conduct troubleshooting such as: Basic Browser Troubleshooting, repairing software, installing/uninstalling software, and aiding users in signing into software such Outlook and web-based programs
• Requested both County and State access on behalf of users for various systems, shared drive, and shared email inbox
• Apply Security Groups to Users' accounts via Active Directory Users and Computers
• Apply SharePoint Access for State Users
• Documented tickets through the County's ServiceNow system
• Written Knowledge Base Articles through ServiceNow
• Contacted both County and State IT Support groups on behalf of Users
• Educated Users on how to perform basic hardware and software troubleshooting
• Provided and maintained a positive professional attitude on both on and off calls to Users, Co-Workers, and Supervisors

IT Analyst I Service Desk - BCC IT Montgomery County - Dayton, Ohio

(2020-11 - 2022-10)

• Answer incoming calls concerning computer issues
• Made outbound calls to Users for following up on issues
• Reset passwords on behalf of Users such as: AD Accounts, Kronos Login, and State programs like SETS and OBWP
• Remoted into County and State Computers to conduct troubleshooting such as: Basic Browser Troubleshooting, repairing software, installing/uninstalling software, and aiding users in signing into programs such as Outlook and web-based programs
• Troubleshooted Microsoft Programs such as: Outlook, Teams, and Excel
• Requested both County and State access on behalf of users for various system, shared drive, and shared email inbox
• Ordered both Software Licenses and Hardware from the respected vendors on behalf of Users
• Applied Software Licenses to Users Accounts through an Active Directory
• Manage Adobe Admin Console and applied Adobe Licenses for Users
• Documented tickets through the County's ServiceNow system
• Contacted both County and State IT Support groups on behalf of Users
• Educated Users on how to perform basic hardware and software troubleshooting
• Provided and maintained a professional positive attitude on both on and off calls to Users, Co-Workers, and Supervisors

Level 1 Service Desk Agent - ATOS - Mason, Ohio

(2019-09 - 2020-08)

• Answer Incoming calls concerning any computer issues
• Made Outbound calls to Users that had submitted tickets online on a Self-Service Portal
• Contacted Agents of other Support Groups on behalf of Users
• Worked on Tickets that were assigned to my own Personal Backlog and contacted Users weekly for updates and troubleshooting
• Assigned Tickets from the Group Backlog to my own Personal Backlog
• Performed Troubleshooting to resolve computer issues
• Requested System, Badge, and/or Share File Access on behalf of Users
• Used Remote Support Portals such as Bomgar
• Documented Tickets with User's Name, Phone Number, Computer Issue, and Troubleshooting Steps taken to resolve the issue
• Offer Ticket Number to Users
• Routed tickets that need additional troubleshooting that the Level 1 Service Desk was unable to provide to their respected Support Group (Ex: Level 2 Service Desk, On-Site Services, etc...)

Windows 10 Upgrade Tech - The AME Group - Kettering Health Network

(2019-04 - 2019-08)

• Changed Carelink Stations, Workstations, and Downtime Computers from Windows 7 to Windows 10 for Kettering Health Network
• Changed device IDs
• Installed Printers and Fax Scanners
• Used Command Line Interface to release and renew the IP address of Windows 7 computers
• Rounded computers at sites and created a list of what computers had to be upgraded and when they should be upgraded
• Helped users post-upgrade with any problems and concerns they had with Windows 10

Associate of Applied Science - Computer Information Systems/Cyber Investigation Technology - Sinclair Community College (2019-05)