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
