Examsoft Inc. May 2016 – September 2016Desktop Support Specialist - contractor • Imaged and deployed windows and Macs computers• Configured network printers, updated firmware and drivers• Created virtual machines on Windows and Macs machine for testing• Provided desktop and remote support in person and on the phone• Created and resolved troubled tickets submitted to the Zendesk ticketing system• Setup and configured ftp server for client to access and install software• Installed maintenance kits on printers• Created backup images of Windows and Macs computers• Setup new computers for all new employees• Setup and configured desk phones for new users• Installed Office 365 on Windows and Macs, reset passwords, setup accounts and troubleshoot Office suite• Configured scan to email from Xerox and Konica network printers• Scanned and cleaned viruses from computers• Setup email accounts on mobile devices

Help Desk and Desktop Support SpecialistGeo Group Inc, January 7, 2013 – April 1, 2016• Provided help desk and desktop support in person and remotely for about 8,000 employees Remote desktop software used: VNC, Dame-Ware, Citrix Go-To-Assist, and RDP• Imaged PCs, named and joined machines to domain, added computers to OU in Active Directory Installed local and network printers on desktops and laptops computers• Mapped network drives and setup folders permissions on drives in Active Directory• Added users to Active Directory, reset passwords and unlocked users accounts • Escalated critical issues, updated troubled tickets, and closed all support issues in ticketing system • Provided email and telephone-based technical support to customers involved in diagnosing, troubleshooting, repairing, and debugging• Rebuilt laptop and desktop machines, replaced motherboard and RAM in Laptops, servers and PCs and recovered data from virus infected hard drivers• Provided support for Google emails setup, and troubleshoot account issues

Provided technical support to remote users; network printers setup and troubleshooting, outlook mail, created and migrated VDI/vmwares for Windows 7 deployment.

Zimmerman Advertising Inc, May 2012 – September 2012)Level II Network Support (Windows and Mac Systems Support)• Provided first and second level support to corporate and executive employees• Escalated critical support requests and assisted with new hires account setup in Active Directory• Setup emails and mapped network printers to users’ windows and Mac profiles• Installed Office 2011 and Entourage for new and existing Mac users• Provided upgrades for Mac and windows 7 deployments to current and new hires• Explored, diagnosed and documented support issues as they occurred• Restored problem machines, maintained systems, upgraded hardware and performed system updates on desktops and laptops machines• Prioritized customers’ issues and researched resolutions for every call and ticket submitted• Support issues were performed in person and remotely by phone; support tools used: Team Viewer, remote desktop, VNC and email were used to support remote users• Imaged both Mac and PCs, name and joined machines to domain, and added computers to OU in Active Directory

Help Desk Support (Gemaire Distributors, 11-15-2010 – 07-28-2011)• Provided technical support to all levels of staff, including in-house and field customers,• (850 employees support over the phone)• Managed ticketing system, installed, configured, and troubleshoot software issues with applications, operating systems, desktops and laptops hardware components • Diagnosed and resolved network connectivity issues with remote users• Processed service requests from users, initiates follow-up to ensure timely disposition and closeout, and track all action items and referrals through resolution • Accurately logged users’ requests into ticketing system to better resolve customers’ requests and issues. Provided support for the WSUS Server (Windows Services Update Server) and implemented security procedures to clean spywares, malwares and viruses from users’ desktops and laptops machines

Computer Support Specialist I (01-19-2007- 08-30-2009)The University of Montana School of Law• Troubleshoot and analyzed software issues, hardware, and networking problems for students and faculty desktops and laptops computers• Provided basic network troubleshooting (wireless access, network printers, and shared folder permissions on file server) • Troubleshoot Windows XP Pro Operating System, imaged laptops and desktops using Bart-PE and Symantec Ghost software• Setup and troubleshoot classroom AV equipment (laptops, projectors, DVD players, cameras, microphones and mixing consoles, and video camcorders)

Computer Support Specialist (05-13-2006 – 11-25-2006)The University of Montana - Tech Office• Worked with 25 plus faculty to ensure properly functioning system for four departments• Maintained two student computer labs of twenty machines each, installed software, performed software updates and modified and tested student computer credentials on the servers.

Computer Technician (04-8-2004 – 08-10-2005)Calvary Chapel Church Inc.• Provided support to the church staff, teachers, and students• Resolved hardware issues with fault-tolerant hard drives.