David Smithson Email & Phone Number

St Louis, Missouri, United States

• On-site support for corporate headquarters with 2000+ end users.• Image and configure Windows 10 computers for end users.• Creation, closure, and escalation of tickets using Jira ticketing system.• Adding and removing end users from groups through Active Directory.• Email and MFA support for IOS and Android mobile devices.• White glove support for executive end users.• Multi-factor authentication setup and configuration for end users.• Provided remote support using Zoom, TeamViewer, Skype for Business, and Teams.

Greater St. Louis Area

• Respond to requests for technical assistance via ticketing system, phone calls, IM, or walk up customers. • Provide desktop support for over 300 users in the local office, also any remote tickets I can assist with.• Prepared laptops for new hires or rebuilding returned equipment using SCCM to reimage drives and performing quality checks on laptop and OS before handing off to the end users.• Deploying and installing required software through SCCM, or via download.• Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining and upgrading all corporate computers, software and equipment to ensure optimal performance.• Ensuring user accounts are set up properly in Active Directory, password resets, adding users to required groups.• Routing tickets to the proper escalation points if there is an issue I am unable to resolve.• Verifying network integrity and escalating to the network team when there is an issue.• Installation and updating of drivers for all corporate printers, scanners, docking stations, headsets, and smartcard readers. • Provide customer assistance via remote access tools.

Company-wide migration of desktops and laptops to Windows 10 Collaborate and coordinate with site contact to determine the exact number ofmigrations on site and to verify what hardware can be reissued and what needed to bereplaced. Testing and troubleshooting of newly updated network to verify it had been set upproperly so we could properly start and complete all migrations and softwarepackaging. Backup all user data and favorites and verify which applications the user needs. Install Windows 10 build on either current computer or new computer for all users. Restore all user data and favorites to the Windows 10 computer, configure email, andinstall printers along with any other devices connected to their computer. Reinstall applications for each user and troubleshoot any errors they may have. Provisioning of computers and applications using SCCM. Training of local technicians on all migration tools and procedures. Training end users how to use and navigate Windows 10 and training them on newways to create/submit support tickets. Provide 1 st and 2 nd level support for all migrated users while we were on site. Escalateissues that we were unable to fix to the proper team in a timely manner to minimizeuser downtime.

• Company-wide migration of more than 5000 desktops and laptops to Windows 7.• Install specific software as requested by the user. • Configure GPS field mapping and other software for remote users.• Follow up with user after the migration of their computer to ensure all data was intact.• Troubleshooting software install and licensing issues, desktop/laptop hardware, missing email data, and encryption issues with computers.• Troubleshooting and escalation of issues with network connectivity.• Troubleshooting and escalation of issues during the imaging and migration process.• Creation and closure of tickets using Remedy ticketing software.• Assisted with driver and software research on one off peripheral devices.• Follow strict process guidelines and instructions to ensure no data is lost or corrupted.• Follow standard operating procedures to ensure that old data storage devices are wiped and destroyed once they are no longer needed so no data can be stolen or compromised.

• Site wide migration of over 800 desktops and laptops to Windows 7.• Troubleshooting problem computers.• Install/replace hard drives and RAM.• Troubleshooting Novell ZenWorks.• Local and network printer troubleshooting and repair.• Assisting the help desk as needed.• Assisted with driver and software research on one off peripheral devices.• Conducted company-wide inventory of all IT peripherals.• Completed project ahead of scheduled completion date.