Frederick Gardner Email and Phone Number

• Took calls, emails, and MS Teams messages through the Service Desk ticketing system to either resolve the issue or assign it to the appropriate person in the IT department • In Active Directory I create and disable User accounts as people came and left the company as well as creating and managing security groups for folder permissions. • Using the Microsoft Admin Center I create and modify Shared Mailboxes, Distribution groups from requests, set permissions to mailboxes as… Show more • Took calls, emails, and MS Teams messages through the Service Desk ticketing system to either resolve the issue or assign it to the appropriate person in the IT department • In Active Directory I create and disable User accounts as people came and left the company as well as creating and managing security groups for folder permissions. • Using the Microsoft Admin Center I create and modify Shared Mailboxes, Distribution groups from requests, set permissions to mailboxes as needed. • With MS Intune/Entra to set up Microsoft Autopilot to Automate computer deployment, configured apps, groups and regional time zones to be automatically setup when the person logs into computer for the first time. • Set up MS Teams phone system, Call queues, auto attendant, and assigned phone numbers for users in Teams Voice calling • Coordinated with Eastlink to port our DID numbers to be usable with Teams Voice Calling • Create and remove MS Teams group modify user roles through the Teams Admin Center. • Modify user access to SharePoint sites Show less

Took calls, emails and MS Teams messages through the Service Desk ticketing system to either resolve the issue or assign it to the appropriate person in the IT departmentProvided Desktop support as part of a team both in person and remotely via Remote access software (Logmein, TeamViewer, Splashtop)Did Break/Fix work on PC and Mac Desktop and laptop computersCreated Shared Mailboxes, Distribution groups from requests, set permissions to mailboxes as needed. Also created and disabled… Show more Took calls, emails and MS Teams messages through the Service Desk ticketing system to either resolve the issue or assign it to the appropriate person in the IT departmentProvided Desktop support as part of a team both in person and remotely via Remote access software (Logmein, TeamViewer, Splashtop)Did Break/Fix work on PC and Mac Desktop and laptop computersCreated Shared Mailboxes, Distribution groups from requests, set permissions to mailboxes as needed. Also created and disabled User accounts in Active Directory as people came and left the company.Migrated company PC’s from Windows 7/XP to Windows 10.Readied Desktops and laptops for deploymentContacted outside suppliers to get repairs done on contracted hardware. Show less

• Prepared Windows 10 PC’s for deployment to replace Windows 7 PC’s using SCCM to image them, installed requested software packages for different user roles.• Arranged delivery of the PC’s to the users • Checked with them to resolve any issues after computers were setup, using Teamviewer for remote access to help resolve problems. (Missing software, Configure Shared Mailboxes, Archive folders, etc.)• Coordinate with users to get back the Windows 7 PC’s so they can be decommissioned,… Show more • Prepared Windows 10 PC’s for deployment to replace Windows 7 PC’s using SCCM to image them, installed requested software packages for different user roles.• Arranged delivery of the PC’s to the users • Checked with them to resolve any issues after computers were setup, using Teamviewer for remote access to help resolve problems. (Missing software, Configure Shared Mailboxes, Archive folders, etc.)• Coordinate with users to get back the Windows 7 PC’s so they can be decommissioned, following an instructional checklist. Show less

• Took calls, emails and MS Teams messages through the Service Desk ticketing system to either resolve the issue or assign it to the appropriate person in the IT department• Provided Desktop support as part of a team both in person and remotely via Remote access software (Logmein, TeamViewer, Splashtop)• Did Break/Fix work on PC and Mac Desktop and laptop computers• Trained as an Office 365 Admin. Created Shared Mailboxes, Distribution groups from requests, set permissions to… Show more • Took calls, emails and MS Teams messages through the Service Desk ticketing system to either resolve the issue or assign it to the appropriate person in the IT department• Provided Desktop support as part of a team both in person and remotely via Remote access software (Logmein, TeamViewer, Splashtop)• Did Break/Fix work on PC and Mac Desktop and laptop computers• Trained as an Office 365 Admin. Created Shared Mailboxes, Distribution groups from requests, set permissions to mailboxes as needed. Also created and disabled User accounts as people came and left the company.• Migrated company PC’s from Windows 7/XP to Windows 10. • Readied Desktops and laptops for deployment • Contacted outside suppliers to get repairs done on contracted hardware. Show less

● Provided desktop support to clients for Windows and Mac computers● Prepared and deployed hardware to clients (PC’s, Laptops, Monitors)● Uninstalled/Reinstalled Windows (XP, 7, 8) Mac OSX (10.7 -10.9)● Uninstalled/Reinstalled productivity and other software packages● Cleaned up Viruses and other Malware from Client PC’s● Troubleshooted Printer issues (Replaced Toner, paper jams, etc.)

Managed calls and emails in a Help Desk role using Ticketing Software: HP Service Manager Helped people register for and walk them through servicesHelped people resolve some technical issues to be able to access the websiteCreated, submitted, and registered test records to test a kiosk system that would be rolled out to the public.

Managed calls and emails in a Help Desk role using Ticketing SoftwareRightNow Ticket Management SoftwareTroubleshooting Logitech ProductsResearched solutions and fixes for customer’s problemsAnswered general questions for customersProcessed warranty replacements for customers

Completed a 10 Week contractAnswered incoming calls and emails through the service desk from clients and other department service desksUsed a ticketing system to make service requests for other technicians to resolve.Provided some desktop support to clientsPrepared and deployed hardware to clients (PC’s, Laptops, Monitors)Uninstalled/Reinstalled Windows XP and Windows 7Set up PC’s to be deployed to client’s workstationsUninstalled/Reinstalled productivity and other… Show more Completed a 10 Week contractAnswered incoming calls and emails through the service desk from clients and other department service desksUsed a ticketing system to make service requests for other technicians to resolve.Provided some desktop support to clientsPrepared and deployed hardware to clients (PC’s, Laptops, Monitors)Uninstalled/Reinstalled Windows XP and Windows 7Set up PC’s to be deployed to client’s workstationsUninstalled/Reinstalled productivity and other software packagesCleaned up Viruses and other Malware from Client PC’sUsed PC remote control software to try and fix problems remotelyUsed Novell Console One and Active Directory to reset User’s passwordsTook inventory of the department’s surplus equipment Show less