David Lucey Email & Phone Number

Greenville, South Carolina Area

Greenville, South Carolina Area

I assist clients with day to day continuity of work by providing front line support for several software applications for producing and maintaining construction procurement solutions. Typical daily duties include: troubleshooting software issues and providing in depth training to users on the basic functions of our software, maintaining lines of communication between end users, TGG employees and various software teams in order to facilitate quick, concise solutions to for software malfunctions or changes and to maintain detailed records of all Customer Support transactions.

Gloucester, Ma

I monitor a series of devices, remotely, to ensure up time and to be the first line response in the case of a device failing. Part of the monitoring process is to examine and infer from incoming data the health of a device and determine its Time to Failure so that I can provide the data to technicians in order to lessen the chance of future failures on these devices.

Greenville, Sc

I assist clients with day to day continuity of work by providing front line support for a variety of software applications, hardware failures, network connections and other duties as required. First Call Resolution is my goal but assign matters to other groups as needed in order to assure efficient, quality service to all clients. My main function is to immediately resolve each users issue or if that is not possible to route the incident to the appropriate group for resolution and to maintain communication between the technical support groups and the end user regarding the status of their incident until resolution has been reached. Typical daily duties include: password resets, unlocking accounts, installing software, troubleshooting hardware issues and providing training to users on simple day to day tasks in order to lessen repeat calls to the Service Desk for the same issue.

Malta, Ny

I provide end user support for the site wide migration of over 2700 Windows XP laptops and desktops to Windows 7. This process includes, but is not limited to: ensuring employees local data is backed up to the network, collecting software licenses for installed software, ensuring email data is backed up to the network, collecting and adding asset information and model information to CMDB for tracking and identification purposes, break/fix for HDD and CDROM Drives, imaging machines to Windows 7 utilizing SCCM, adding users to proper OU's in AD to ensure proper software distribution and troubleshooting other issues as they occur. .

Malta Ny

I provide thorough support and problem resolution for customers via telephone and remote access. This includes, but is not limited to, hardware, software, printers, peripherals, wireless modems or other network attached devices. All service is maintained and accessed through the ServiceNOW Incident and Problem Management system. My main function is to immediately resolve each users issue or if that is not possible to route the incident to the appropriate group for resolution and to maintain communication between the technical support groups and the end user regarding the status of their incident until resolution has been reached. I assign each incident a priority level based on established corporate SLA’s and work with each group or team to assure that SLA is never breached. Typical daily duties include: password resets, unlocking accounts, installing software, troubleshooting hardware issues and providing training to users on simple day to day tasks in order to lessen repeat calls to the Service Desk for the same issue.

Troy, Ny

I troubleshoot user issues via phone and remote client software. This includes, but is not limited to, hardware, software, printers, peripherals, or other network attached devices. All calls are tracked through Peregrine Service Center. Anything that cannot be resolved within a reasonable time, or will require other support staff, is referred through this ticketing system. We also use Service Center to follow up and verify a resolution has been reached, check the status of open calls, and provide information when collaboration is required. Other duties included managing the tapes and backup system for mission critical data, updating our internal Wiki with information to enable user independence, and managing user exemptions to provide uninterrupted access when the network requires maintenance.

Albany, Ny

Provided technical support for PC issues at Wadsworth Labs as well as remote locations throughout New York State. Support was provided via phone or by direct desk-side assistance. We had to maintain support for systems from Windows 3.1 through Vista, Mac OS9 through Leopard, and Linux Ubuntu. We would set up new users, modify their accounts, delete users, and migrate data as requested. We used Norton Ghost to create machine images and restore PC’s when needed. Other duties included Setting up printers, computer driven laboratory devices, tracing and replacing network cables.

Schenectady, Ny

Troubleshooting user issues via phone and remote client software. Changed user profiles to associate them to different software packages and grant access rights to data repositories within Active Directory. Remote attended installation of MS Office Suite, company specific proprietary software and established database connections for users. When users fail to connect to MVP’s host network, it interrupted mission critical work, so we were required to determine the root cause and resolve the problem in a timely manner. Additionally, we verified permissions or reset passwords for Windows and other software packages such as Citrix.

Clifton Park, Ny

Install, configure, format and troubleshoot PC's, Network Closets, POS Systems and wireless devices for a variety of state agencies and retail concerns. Set-up PC’s at client’s desks, install software required for specific clients, transfer data from old PC’s to new PC’s, fielded client specific questions regarding installs and upgrades, attached to and configured PC’s for networks. Act as direct interface between client and company, resolve low level installation issues, direct on-site customer support and telephone support. Help Desk Technician – Peregrine Help Desk Technician for Nfrastructures NYSDOT Command Center. Resolved client issues, managed Active Directory user and computer additions, deletions and role changes. As technical lead I also managed installs and installation teams reporting directly to me.

Education record

Partial Certificate, Graphic Design

Activities and Societies: Focused Study on the elements of Graphic Design and Media Arts