David Boykins
Technical Support Specialist
Wilmington,Delaware
Overview
22
22
years of professional experience
1
1
Certification
Work History
DESKTOP/ENTERPRISE ANALYST
S3 STAFFING SOLUTIONS
04.2022 - Current
- Working as a Consultant providing Tier II desktop support to TECO enterprise onsite and remote customers
- Service Now ticketing system for use to obtain service tickets and end-user data retrieval
- Also responsible for patch management of all Workstations, VDI's Tablets, Laptops devices on the network and assuring all devices are compliant with all security patches and new agents in the environment
- The use of Ivanti is the primary tool use for scheduling as well as Endpoint Manager (MECM), Mobile Device Manager (MDM), INTUNE and AZURE for monitoring and remediation
- Heavy contact with end users to track non-compliant machines that have been reported in IVANTI over 30 days
- Assist end users in remediation of their devices having system issues
- Having weekly meetings with Sysadmins Team pulling Excel reports to show and present status of Patches and keeping a 95% to 98% compliant rating on all workstations
DESKTOP SERVICES ANALYST
FIRST DATA/FISERV CORPORATION
01.2015 - 04.2022
- Responsible for providing 2nd and 3rd level technical/executive support on hardware, software, application and virtual PC support and administration to onsite and Global end users of First Data/FISERV in a Microsoft SCCM environment
- Support includes remediation and resolution of end user’s desktop/laptop issues, software installations, imaging and configurations, deployments of new machines, upgrades of software/applications, virtual machines (VDI} imaging, large scale conversion and migrations and Software Center deployments
- Application testing and packaging as well
- CITRIX and VMWARE administration and support
- MAC support for MacBook, IPADS, I Phones including utilizing JAMF for management and imaging
- Provide Leadership role for L1, L2 Technicians for escalations with complex problem resolution, training, scheduling tickets and support
- Active Directory group management, email remediation/resolution and VPN installation/configuration and resolving issues
- Use of tool/utilities such as LANDESK Management Console, IVANTI Security Tools Microsoft Endpoint Manager, Microsoft LYNC, Team Weaver, GOTO Assist
- Remote Desktop Connection for remoting access and troubleshooting/analysis of problem remediation and resolution of issues in a timely manner
- Use of database ticketing systems such as Remedy
- Service now Service Center for ticket retrieval and documentation of resolution for work performed as well as transferring tickets to other support groups when needed
- Working with other support team members to assist in resolving technical issues as well as actively assisting team members, managers and other support groups responsible for resolving end user problems and issues
- Maintaining an exceptional Customer Service relationship with the business/production users’ administrative assistants and Managers as well as being a technical liaison when inquiries of technical issues arise in the business units
3RD LEVEL TECHNICAL SUPPORT SPECIALIST
DUPONT/CHEMOURS (DELL INC/PEAK SYSTEMS)
01.2014 - 01.2015
- Responsible for providing 3rd Level technical support to Dupont Technical Staff, Executive Support for the Chemours transition from Dupont
- Support of Project migration and Project support for the conversion of Windows XP to Windows 7 migrations
- This support consists of upgrading over 3500 machines in the North America, Europe, Latin America and Asia and the technical staff at those regions
- This support consists of working with application packaging and workstation engineering teams as well as Project Management and server group to identify and address issues that have been escalated
- Supported were system hardware issues, Virtual Machines (thin clients) Operating Systems, Applications and Application support, email conversions and mobile device upgrades and support
- Also includes preliminary support with assessing user’s current hardware configurations/applications and making recommendations for upgrades to current applications and devices
- Responsible for upgrading/migrating current software packages such as Microsoft Office, Outlook and IE from previous versions to new versions of the software
- Current deployment includes IE 11 upgrade as well as Outlook 2013
- Working with the business unit managers and technical liaisons to schedule the SCCM push to the users’ machines then post support to assure the upgrades, updates/patches have been installed successfully and working properly on the end users’ machine once completed
- Support any additional issues they may arise once the upgrades have installed as well
- Act as Helpdesk/Desktop Support Lead for technical support personnel in those roles providing 1st and 2nd level support to the end user community
- Assign tasks, oversee SLA’s, vendor agreements, Matrix and escalation support to those technicians as well as the business units they support in their regions
- Troubleshooting and resolving user’s technical issues in the areas of network, application, hardware software, mobile devices, email, network printing solutions data transfer and recovery, voice (phone support) and Windows 7 and 8 migration problems and resolution
- Creating and providing users with AD Security Group memberships and USERID accounts
- Give user’s access/permissions to network shares and applications
- SCCM support for software distribution of Windows 7 and all operating systems, deploy images, applications and creating reports for conversions and remediation of roadblock applications for conversion
- File and Print administration of network printers, including creation, modification and deletion of network printers, administering new printers/copiers for scanning to network and email and providing support and administration of Secure Printing solutions
- Imaging new desktop/laptops and thin clients for refresh for Windows 7, virtualization VSPERE Desktop Director for Citrix XenApps issues, configuring physical and virtual machines and installing or pushing applications, configuring network printer and mobile devices IPADS, Tablets, I Phones Blackberry for email and network use
- Configure all remote users for access to the network thru VPN and virtual sessions with VMWARE and Citrix client applications
- Use of Enterprise Distributed Systems such as Remedy, HP Service Center and Maximo for Workflow, Asset, Inventory, Contract and Service Management
- Also contact and interfacing with users for setups and handling user issues for communications as well as attending meetings/conference call to help in the resolution of problem to expedite the user overall experience
- Keeping deadlines and appointments made for any system upgrades, backups and assistance provided for support
- Working with team members other technical support groups and management on issues and keeping up documentation as well as proving new documentation when needed
- Provide assistance with server administration, network switches and CISCO routers support and configuration
- Perform tape backups
- On-call rotation for after hour support for supports calls, alerts…etc
- Work and communicate with Vendors for hardware/software support
- Traveling to different sites to provide technical and migration support
- Establishing communication with Business Unit contacts to gathering information on end user’s technical needs and overall assessment of support needing to be provided
SR DESKTOP SUPPORT/SYSTEMS SPECIALIST
Wilmington Trust/M&T Bank (Modis)
06.2013 - 06.2014
- 3RD Level support to Wilmington Trust users for complex issues pertaining to their applications, hardware systems, software, VPN, email, printing solutions, virtual environment issues, access to network drives, network shares, mobile devices, operating system issues
- Provide pre/post support and project management to all users migrating from the Windows XP and Vista environment to the Windows 7 virtual environment
- Data collection and gathering of all users’ applications, legacy systems and hardware for the purpose of preparation to virtual environments and machines
- Worked together with other different technical support groups and application packagers to update images and support network and LAN type issues also to install and configure applications that have been developed for the new Windows 7 and Windows 7 virtual environments
- Help with training end users on moving to new systems like VPN access from legacy system to new system as well as going to a new Office system application and email
- Proficient with Outlook 2013, Office 365 as well as Windows 8 operating systems
- Familiar with many ticketing management systems such as Remedy, HP Service Center, HEAT and others
- Full use of SCCM to schedule and push images to users’ machines, push applications, remote to users’ machines for troubleshooting users’ problems and asset inventory of all company desktop, and laptop
- Running reports from SCCM to gather data collections for application packaging
- Setup and replace users’ current machines with a new machine and/or thin client HP, DELL IBM workstations and laptops when needed for system refreshes to the new Windows 7 and virtual machine environment
- Help users in moving and saving their data to network drives and other devices used to store their data
- Providing escalation support to Helpdesk, Level 1 and 2 personnel when needed for technical issues beyond there scope of expertise
- Working together with server support, telecom and software support group in overall productivity of the network
SR TECHNICAL SUPPORT/LAN FIELD ANALYST III
WELLSFARGO (Acsent Technology Group)
06.2012 - 06.2013
- Provide tier 2-3 level technology field support to Wells Fargo customers at their Philadelphia and surrounding area locations
- Support over 1000 end users’ hardware/software/ application printer and network issues
- Troubleshoot and resolve Windows XP OS problems as well as migrating users to Windows 7 and troubles hoot and resolve issues in Windows 7 as well
- Create and image new machines as well as reimage existing machines for migration or to resolve technical issues that may have occurred
- Support remote users access to the network thru VPN
- Configuration and support of Citrix XenDesktops (VDI’s) and Citrix Receiver software for virtual desktop and thin client machines
- Provide support to mobile devices including Blackberry, IPhone and Android
- Active Directory administration to add users to groups, create accounts and reset passwords also to move users and computers to proper OU’s
- Work with vendors IBM
- HP, Dell with troubleshooting and resolving hardware issues with users’ desktop, laptops and printers
- Act as technical liaison and technical advisor to Project coordinators when technology upgrades arise
- Act as IMAC coordinator for all adds moves and changes at the location
- Use of Remedy tracking system to retrieve tickets and provide documentation and status to tickets worked on in a timely manner and to provide management with updates on ticket status
- Use WANDA and PAC2000 systems for ticket retrieval, creating tickets when needed and determining user information such as problem analysis, asset information and data collecting
- Had both WANDA and PAC2000 admin accounts
- Work with other team members and other support groups in resolving issues and giving users access to applications that are running in a multiplatform environment
- Install and configure applications for users when needed
SR. HELPDESK/DESKTOP SUPPORT SPECIALIST/FIELD ENGINEER
SRA INTERNATIONAL INC.
06.2006 - 06.2012
- 2nd 3rd Tier Technical/Desktop/Software/Application/Phone support of end user’s PC’s, Laptops, mobile devices, email, networks and network printers for SRA locations throughout the US and abroad
- Configuration application technical support for MAC systems media projects
- Team Leader for technicians and assigning trouble tickets and organizing meetings for supports related issues
- Integration and migration of new sites
- (Windows XP and Windows 7) new hardware upgrades (DELL, HP and IBM) and mobile devices as well as converting the company to the SRA Network
- Technical support includes network printers, Email access (Outlook) writing new login scripts, administration in Active Directory of user accts, permissions, computers and creating new images using GHOST application as installing using PXE server configurations
- Installed and configured Citrix client software, printers as well as supported Citrix applications
- Installing and configuring VPN access for all laptop and remote users
- Pushed software updates, applications thru Marimba and SCCM
- 2ND-3RD TIER technical support to all the users having desktop issues
- Extensive mobile device support for user’s Blackberry, IPHONE, IPAD and Android to connect to company email as well as Internet access
- Informal training of user’s for website access, loading certificates and installing new software, applications and support includes government Projects with agencies such as the FDA, NIH, Social Security Administration Dept of Energy and US NAVY Project from the CDC
- Extensive use of Remedy for tracking and upgrading tickets
SR. DESKTOP SUPPORT SPECIALIST
MBNA
07.2002 - 06.2006
- Technical Specialist and Team Leader responsible for providing Network administration, desktop/laptop support, server and telecommunications support and services to several MBNA sites for their Call Centers offices here in Delaware
- Support provided included everyday support for their Windows NT 4.0 and Windows 2000 networks, Active Directory, Windows XP, LAN issues and end user desktop and laptop support issues
- Migrating and moving user's data, access, permissions and domain rights from NT and Novell to Windows 2000
- Heavy building of application, hardware and software of systems to users’ specification
- Supported remote users laptop systems and software connectivity issues
- Heavy support of management and sales force devices such as Handheld computers, Compaq IPAQ'S, BlackBerry, Palm Pilots
Education
Associate's degree - Electronic Engineering Technology
RETS Electronic Engineering School (CHI-Institute)
11.2024
Skills
- MS Excel
- Excel proficiency
- Finance
- Process enhancement
- Multitasking Abilities
- Project Management
- Conflict Resolution
- Problem-solving abilities
- Team Leadership
- Professionalism
- Time management abilities
- Inventory Management
- Problem-solving aptitude
- Change Management
- Vendor Management
- Set up devices
Certification
- Microsoft Certified Professional
- Active Directory
- Windows 7
- Windows 10
- Windows 11
- Citrix
- VMWare
- Microsoft Office 2016
- Office 365
- IVANTI Security Tools
- LANDESK
- MS Exchange Server 2012
- Windows Server 2012
- Microsoft SCCM
- EndPoint Configuration Manager
- MECM
- HP
- IBM
- DELL
Timeline
DESKTOP/ENTERPRISE ANALYST
S3 STAFFING SOLUTIONS
04.2022 - Current
DESKTOP SERVICES ANALYST
FIRST DATA/FISERV CORPORATION
01.2015 - 04.2022
3RD LEVEL TECHNICAL SUPPORT SPECIALIST
DUPONT/CHEMOURS (DELL INC/PEAK SYSTEMS)
01.2014 - 01.2015
SR DESKTOP SUPPORT/SYSTEMS SPECIALIST
Wilmington Trust/M&T Bank (Modis)
06.2013 - 06.2014
SR TECHNICAL SUPPORT/LAN FIELD ANALYST III
WELLSFARGO (Acsent Technology Group)
06.2012 - 06.2013
SR. HELPDESK/DESKTOP SUPPORT SPECIALIST/FIELD ENGINEER
SRA INTERNATIONAL INC.
06.2006 - 06.2012
SR. DESKTOP SUPPORT SPECIALIST
MBNA
07.2002 - 06.2006
Associate's degree - Electronic Engineering Technology
RETS Electronic Engineering School (CHI-Institute)
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