Arthur Paraskevas Fidas Jr
Woonsocket,RI
Summary
Dependable IT Helpdesk Admin with 8 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
10
10
years of professional experience
Work History
IT Field Support Technician
NerdsToGo
Franklin, MA
01.2022 - Current
- Provided MSP services through remote monitoring and management tools and through onsite visits.
- Helped both commercial and residential clients with both establishing new networks and also diagnosing and fixing previously existing networks to add under our ownership.
- If network is new a typical solution would be to install a wall mounted server rack, configure a firewall, terminate RJ45 ethernet cables for wired solutions or establish a wifi mesh with cloud controllers for wireless solutions, download antimalware services with endpoint protection, and establish an admin active directory and sharepoint for employees.
- Other tasks included MFA setup, RMM monitoring, email solutions, printer, tv, and camera setup
- Also provided break fix support such as screen replacements, ssd and ram upgrades, data backups and restores, etc
- Inputting information into a ticketing software. Each job was a managed project that I would oversee from start to finish. I would create appointments, collect payment for the appointments and come up with and execute solutions for appointments without needing to consult with anyone first.
- Custom pc build support
IT Helpdesk
Trinity Life Sciences
Waltham, MA
08.2020 - 12.2022
- Provided tier II technical support for incoming helpdesk tickets related to computer systems, software, and hardware.
- Assisted with onboarding of new employees by setting up their computers with appropriate software and access rights.
- Set up equipment for employee use such as printers, scanners, monitors.
- Maintained inventory of all equipment associated with help desk operations.
- Logged customer calls in ticket tracking system according to established procedures.
- Escalated unresolved tickets to higher levels when necessary.
- Tracked IT assets including laptops, PCs, phones and tablets.
- Installed, configured, tested, maintained, monitored, and troubleshot end-user workstations.
- Worked with various systems including Microsoft office, microsoft azure, microsoft intune, office 365, workday, beyondtrust, bomgar, and Jira among others
IT Support Specialist
Micronetsi
North Attleboro, MA
02.2018 - 07.2020
- Remote server and client support
- Commercial server and client installation
- Commercial network protocol maintenance and support for business clients
- Active directory support
- Commercial call center Tier 1 and Tier 2 support
- Breakfix support for macs and windows computers
IT Technical Support Specialist
Raytheon
Andover, MA
07.2016 - 01.2018
- Contractor position
- Hardware and software break-fix support and troubleshooting
- Refresh support to reset PC back to factory settings and customize to company standards
- Drive cloning and archiving
- Advanced hardware support such as motherboard reinstallation.
- Custom PC build cable management
IT Helpdesk
CVScaremark
Woonsocket, RI
07.2014 - 06.2016
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Supported customers with online billing, access and account issues.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Education
Bachelor of Science - Computer Science
Rhode Island College
05-2020
Associate of Science - General Education
Knight Campus - Community College Of Rhode Island (CCRI)
Skills
- Active Security Clearance from RI Army National Guard
- CompTIA A, Network, and Security certified
- 10 years Windows server experience
- 8 years Office 365 experience (Microsoft Azure, Microsoft InTune)
- 8 years Active Directory Experience
- 8 years hardware inventory maintenance and tracking
- 8 years tier II technical support
- 8 years hardware/software/application ticketing system support (Servicenow, HappyFox, Connectwise etc)
- 8 years powershell scripting experience
- 3 years a/v experience
Timeline
IT Field Support Technician
NerdsToGo
01.2022 - Current
IT Helpdesk
Trinity Life Sciences
08.2020 - 12.2022
IT Support Specialist
Micronetsi
02.2018 - 07.2020
IT Technical Support Specialist
Raytheon
07.2016 - 01.2018
IT Helpdesk
CVScaremark
07.2014 - 06.2016
Bachelor of Science - Computer Science
Rhode Island College
Associate of Science - General Education
Knight Campus - Community College Of Rhode Island (CCRI)
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