marcus thames

Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007, Lotus Notes, printers, and any other authorized desktop applications. Install, upgrade, support and troubleshoot for printers, computer hardware. Performs general preventative maintenance tasks on computers, laptops, printers and Cisco phones. Performs corrective repairs on computers, laptops, printers and phones. Customize desktop hardware to meet user specifications and site standards. Performs work in compliance within specified warranty requirements. Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels. Safely package equipment for branches and arrange for the transport of the equipment.

Troubleshooting Windows 8/7/Vista/XP/, MAC, Android, and iPhone software. Setup Exchange on Android and iPhone devices Configure and setup Microsoft Office 365/2013/2010/2007 Applications. Fixed Outlook issues such as: rebuilt profiles, repaired accounts, mapped .pst archives, and fixed mailing issues. Troubleshoot PC’s, Printers, networking, and patch panels. Used Bomgar to troubleshoot employees PC’s and laptops remotely. Used EasyVista and Service Manager, with focus on troubleshooting tickets with customers and writing detailed notes for resolution or escalations. Creating Knowledge base articles on new troubleshooting steps found. Customer interaction troubleshooting of their PC's and hand held devices Helped install applications such as; ACAD, GPS Pathfinder, Adobe Acrobat Pro through SCCM or back end server. Setup vendor warranty replacement parts to come out for repair. Troubleshoot with: Citrix, Junos Pulse, RSA Route, FTP sites, slow PC’s, iSynergy, mobile email setup, CrashPlan, etc. Re-created Windows corrupt profiles Have some experience in registry troubleshooting.

* Troubleshoot faculty and student computer problems with the network, wireless, password lockouts, issue check-out drives. * Help troubleshoot students Labs with router and switches. * Upgrade lab rooms with computer installation, router installation, switch installation, and clean the server racks of unused cables.

Basic knowledge of Internet Explorer, Microsoft OS from Windows 95 to Windows XP, Windows 7, Windows 8, MS Office; MAC; Unix, Unix commands, NT, Novell and TCP/IP network, hardware configuration, including PC’s, printers, servers and other peripherals. Basic knowledge of monitoring software and call tracking systems. Basic knowledge of Outlook and Outlook Web access Basic knowledge of Network Infrastructure, LAN/WAN Web Technologies, applications and remote access, VPN Basic knowledge of remote control tools (SMS, ITSM, Remedy, DameWare, and others) to remotely resolve customer issues. Basic knowledge of ACD, Application interface engines, database structure and logic, report-writing tools. Ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and equipment in a timely manner. Prior experience using Knowledge management tools and help keep the knowledge base updated to current state. Troubleshoot computers in different regions such as WA, CA, OR, MT and Swedish employees.

Apex Contract) Providence Health & Services Renton, WA Basic knowledge of Internet Explorer, Microsoft OS from Windows 95 to Windows XP, Windows 7, Windows 8, MS Office, Unix, Unix commands, NT, Novell and TCP/IP network, hardware configuration, including PC’s, printers, servers and other peripherals. Basic knowledge of monitoring software and call tracking systems. Basic knowledge of Outlook and Outlook Web access Basic knowledge of Network Infrastructure, LAN/WAN Web Technologies, applications and remote access, VPN Basic knowledge of remote control tools (SMS, others) to remotely resolve customer issues. Basic knowledge of ACD, Application interface engines, database structure and logic, report-writing tools. Ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and equipment. Prior experience using Knowledge management tools Troubleshoot computers in different regions such as WA, OR, MT, and Swedish employees.

Sold computers, printers, cameras, and accessories. Informing the customer on the product of their choice, showing other options if they were interested, and able to find what best fits their needs. After the customer was satisfied with their choice then I would do the check-out process of informing them about extended warranties, and extra discounts on buying this product. Final check-out process was to check ID, Credit or Debit card, Checks had appropriate information, and if cash was issued back to make sure it was the appropriate amount.

* Will handle many Tier I, Tier II technical issues, mostly in a windows environment. * Great verbal and written communication skills, along with the ability to document and track multiple tasks. * Working with a ticket system such as Sysaid/OS Ticket, utilizing due dates, priority level, and customer responses to provide the services needed. * Updating and following Change Management procedures. * Racking server hardware and keeping our colo environment organized and documented. * Ability to be the final terminal in the line of Help Desk personnel in regards to diagnosing hardware, OS, networking and custom software quickly and professionally. This will require a significant ability to troubleshoot, with many years of help desk experience.