Alan De Silva
Oxford,ME
Summary
Detail-focused and result-oriented IT professional with extensive knowledge in troubleshooting IT-related issues and effective training skills. Dedicated, organized, and self-directed team player with strong written, communication, and relationship-building skills. Capable of identifying potential problems and providing recommendations for resolution.
ISSs 1 December 2010 to Present State of Maine
Overview
14
14
years of professional experience
Work History
IT Support Specialist Tier II Escalation Team
State Of Maine
51 Commerce Dr Augusat Maine
09.2022 - Current
- Tier I Help Desk move Assyst tickets to Tier II for review if time to resolve issue takes more than 1/2 hour
- Provided remote desktop support for over 12000 computers for the Sate of Maine
- Printer Logic for network printer installations .
- Azure Intune setup on new laptops and desktops that are not in Intune.
- Resolve Bit Locker issues by decrypting Bit Locker from laptops that need a 48 digit key to login
- Solved problems, resolved errors, and ensured customer satisfaction.
- Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions.
- Resolve and setup Adobe Pro application that moved from personal to business format at Adobe backend
- Created Assyst tickets from incidents hard ware replacement ticket to the Build Center
- Answered questions and provided information to customers about new software or hardware
- Created help desk tickets, troubleshot and resolved desktop issues
- Used ticketing systems to manage and process support actions and requests
IT Support Specialist
State Of Maine
51 Commerce Dr. Augusta Maine
12.2010 - 09.2022
- Inventory control of mini warehouse at 51 Commerce Dr. Reconcile equipment on hand if totals did not match
- Provided valuable technical support for up to 12000 end-users for hardware and software issues by consulting with customers via phone, email, Foot Prints help-desk ticketing system and in person.
- Provided remote desktop support for over 12000 computers across all company locations using Footprints and Teams
- Used Reclamation software to return hardware back to the Depot
- Performed daily/weekly preventative maintenance, including virus scans, checking and cleaning of workstations, printers, network equipment, and other peripherals.
- Solved problems, resolved errors, and ensured customer satisfaction.
- Installed and configured network printers using PrinterLogic application once IP address and host name information printed from configuration page
- Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions.
- Trouble shoot and break fix for 51 Commerce Dr area MRS, DHHS, DOT and Veterans Service
- Assist with New User Workshop for new employees at the State of Maine. Logon to new laptops with temporary password, change password setup Onedrive, Office365, Teams, Outlook and MFA
on new users cell phones. - Monitored and responded phone and e-mail requests for technical support.
- Provided computer training to clients whenever new software or hardware was introduced.
Education
Associate of Science - Electromics/Radio TV
Basildon College
Essex England03.1975
Skills
- Help Desk Experience
- Printer troubleshooting
- Ticketing system proficiency
- Software Installation
- Application support
- User Training
- Mobile Device Support
- Software Licensing
- Helpdesk call support
- Remote Support Capabilities
- Customer Service
- Remote Support
Skills
- Proficient Troubleshooter
- Patient and Diligent
- Organized
- Proactive
- Quality Focused
- Remote Support
- Help-Desk Ticketing
- Virus and Malware Prevention
- Technical / End-user Support
- I use powershell scripts daily
- Server 2003 Administration
- Security Class KVCC Security 601
Accomplishments
- Developed and executed plan to replace stand alone laptop servers for Financial Professional Regulation department in Gardiner Maine. Setup a 16 port Cisco Router for the Insurance Examiners to use Team Mate on Snap 1and 2 laptops for examinations of Insurance companies in Maine. Work flow was monitored by Federal Employees who could log onto the stand alone setup.
- Decrypted 26 Tablet laptops at DLC DHHS at 41 Anthony Dr Augusta with Pointsec to Mcafee encryption over a 2 day period when the case workers had a 3 day down time
- Part of a Field Service team to upgraded SOM computers to Windows 10 in 4 weeks and reconfigured them with all missing software and end-user's backed up files.
Timeline
IT Support Specialist Tier II Escalation Team
State Of Maine
09.2022 - Current
IT Support Specialist
State Of Maine
12.2010 - 09.2022
Associate of Science - Electromics/Radio TV
Basildon College