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Accomplished Desktop Support / Helpdesk Technician with 8 years of progressive experience across a variety of support environments; proven management candidate with 4 years of supervisory experience.

¨Effective communication ability and noteworthy analytical skills; consistently meets deadlines with superior results.

¨Benefits from receptive listening ability in coming up to speed quickly; develops solutions that save time and money.

¨Brings strong organizational and budgetary aptitude; US Marine Corps veteran; reputation for dependability.

Work experience

Feb 2011Present

Deskside Support(contract)

IBM (MillerCoors)
  • Performed all levels of problem determination and resolution of desktop hardware and software issues by effectively using available resources, within the contracted service level agreements.
  • Communicated effectively with other components of the IT team to resolve issues that arose that required additional resources, and ensured that corrective action was being taken; at the same time keeping customer abreast as to the status of their issues.
  • Coordinated and performed installs, moves, ads and changes (IMAC) activities within the contracted service level agreement.
  • Established a high level of communication with users of all levels of the business model to ensure that all hardware/software PC problem tickets were resolved within the service level agreement, while maintaining a high level of customer satisfaction.
  • Resolved any and all issues or questions pertaining to MS Office Suite including Outlook.
  • Quickly adapted to any and all changes seamlessly, while keeping up-to-date on new technologies.
Apr 2008Apr 2010

Desktop Support

  • Provided technical assistance to employees of all career levels, assisting with network access, printing, and application software operation; performed maintenance of personal computers and peripheral equipment.
  • Managed Remedy ticket queue for the messaging group; also managed membership of security groups in Active Directory for distribution lists, shared mailboxes, and conference rooms.
  • Provided reactive 2nd and 3rd level support for all messaging-related issues escalated from the Service Desk.
  • Created PSTs of user's mailfile using MS Windows Server 2003 MD5Checker archiving software.
  • Troubleshot exchange connectivity issues; oversaw Lotus Notes Domino administration; configured Outlook for users.
  • Trained users on Outlook & Zantaz archiving software; Administered Microsoft Exchange Hosted Services Spam filter.
  • Played key role in successful migration from Domino to Exchange for over 3500 users; identified machines that needed remediation, then performed said remediation to ensure successful deployment of the migration package.
  • Reduced resolution time of incidents from 3 days to 8 hours, and total number of incidents from 200 to 70 in 6 weeks.
  • Saved company at least $50K per month by helping in the migration of all data from AS400 servers to IBM Wintel servers.
Mar 2005Mar 2008

Service Desk Analyst II

Emory University Hospital
  • Completed high-level troubleshooting of IT-related problems; analyzed and resolved computer, application, and system-related problems ranging from basic problems to more complicated issues.
  • Tracked and followed up on trouble tickets; served as expert on all questions pertaining to MS Office Outlook 2007.
  • Assigned user accounts and granted permissions to shared resources; conducted technical training demonstrations.
  • Created FAQ to assist users with all questions regarding migration from GroupWise to MS Outlook 2007.
  • Increased the overall proficiency of helpdesk by monitoring performance of junior employees, and making sure that they were meeting expectations in regard to metrics; increased overall performance from 75% to 90%.
  • Actively tracked and followed up on trouble tickets, reducing average response time from 3 days to 15 hours.

*Contract initially for 6 months (ended being hired as a full-time employee); called in sick 1 time in 32 months

May 2003Feb 2005

Technical Support Supervisor

  • Managed 30 Tier I, II, and III technical agents; oversaw daily productivity for entire BellSouth (currently AT&T) DSL Project consisting of over 300 agents, 20 Supervisors, and 16 Quality Assurance specialists.
  • Managed center's overall forecast, production, and call center metrics; performed analytical research. Raised overall performance level from 65% to 85% directly resulting in a greater bottom line for the company.
  • Provided training and coaching sessions to new and current technical agents on all levels.
  • Administered call monitoring to effectively promote product knowledge in solving technical issues (and for training).
  • Conducted employee reviews; devised performance plan for employees not meeting company expectations.
  • Maintained a technical and administrative knowledge base of policy and product procedures.

Technical Support Agent (5 / 2003 – 12 / 2003)

  • Troubleshot software, network, and internet connectivity issues for external clients via telephone for a major ISP.
  • Performed modem and router configurations; troubleshot connectivity issues; performed analytical research.
  • Conducted line testing for Electronic Magnetic Interference / Radio Frequency Interference; setup home networks.
  • Promoted 4 times within a 7-month period; awarded “Employee of the Month” 3 consecutive months over 7 months.


Oct 2002Jan 2005

Minor-Networking Specialist


MS Exchange 2007
BES Administration
Outlook 2007
Ghosting Software
Remote Access
IIS 6.0
Active Directory
Windows OS's


Jul 2004Present

A+ Certified Technician

Sep 2004Present

Microsoft Certified Professional

Nov 2009Present

CIW Foundations v5


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