Darryl Hankinson
IT Technician
Southfield,MI
Overview
15
15
years of professional experience
Work History
Service Desk Technician - Trainer
Logicalis
01.2019 - Current
- Provide phone and email support for over 20 different accounts including, Total Safety, Access, Day and Zimmerman, Gorilla Glue and La-Z-Boy
- Troubleshoot issues with multiple Operating Systems including Windows XP, 7, 8 and 10
- Create user accounts, distribution lists and security groups in Active Directory
- Work with remote support tools such as, TeamViewer, VMWare, Go to assist, VNC Viewer, Bomgar, Windows remote assistance and Log me in
- Create training documentation to help new agents through their first few weeks and beyond
- Train new agents on accounts they will be supporting
- Attend weekly meetings with multiple customers, providing input on how to provide the best I.T experience for their end-users
Level 2 I.T Technician
Hewlett-Packard
01.2016 - 01.2019
- Supervised IT technicians and interns
- Coordinate Daily Production Meeting of multiple teams, including Server, Network and Security
- Service level adherence monitoring
- Create help desk documentation with step by step instructions on problem resolving techniques
- Provided IT support to internal programmer for software
- Managed company data backups
- Provided help desk staff for global products for General Motors
- Answer critical line, which consists of handling production stopping issues
Timeline
Service Desk Technician - Trainer
Logicalis
01.2019 - Current
Level 2 I.T Technician
Hewlett-Packard
01.2016 - 01.2019