David Demars
Plano,TX
Summary
Attentive IT Support Technician with over 20 years of computer systems experience. Proven skills in installing, repairing and upgrading organizational hardware and system equipment. Experienced in troubleshooting computer hardware and software issues in customer-focused environments. Strong knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Help Desk Technician
North Texas Toll Road Authority
12.2022 - Current
- Supporting all NTTA locations and personnel via phone.
- On site support of employees as needed.
- Configuration and imaging of all hardware going out to users.
- Active Directory account support.
- Additional software support as needed.
National Help Desk Level 3 Senior Technician
The Picture People
01.2008 - 12.2022
- Primary duties included all level 1 through 2 incoming support calls to National Help Desk
- Heavy customer service support with an average call volume of over 50 to 100 calls daily
- Duties included ongoing update, and support of all workstation software images for all remote computers in all Studios. (Over 800 workstations, 190 Windows 10 server systems, and other workstations including some Macintosh units)
- Responsible for Macintosh Support of both laptop and printer systems both hardware and software support and installation
- Supported applications included the following: Active Directory environment, Office 365, Azure environments, Outlook and email client support, Sonic Wall , Cisco, and other VPN clients. Barracuda systems, Microsoft Edge browser environment. Cyber Reason security client, and Windows 10 OS
- Support for all hardware systems including Dell workstations and monitors, remote installation of HP printers, and basic updates to Cisco model switches and routers
- Upkeep of companies internal ticketing systems, (Heat) and meeting designated ITEL based SLA's as well as ongoing operational reports to superiors
- Basic support for both the Skype and Web Conferencing software used at the Corporate Office (Genesis brand support.)
Level 2 Desktop Support Technician
LSG Sky Chefs
01.2005 - 12.2008
- Troubleshooting for all LSG local/remote desktop systems and related customer support (over 1000 users)
- Remote support of individual desktop systems and software and routine maintenance of same
- Basic upkeep of NA Desktop operational reports and related systems as well as reporting of operations to superiors and monitoring groups
Desktop Support Technician
Genesis Group LLC
01.2004 - 12.2005
- Troubleshooting for all LSG local/remote desktop systems and related customer support (over000 users)
- Remote support of individual desktop systems and software and routine maintenance of same
- Basic upkeep of NA Desktop operational reports and related systems as well as reporting of operations to superiors and monitoring groups
Desktop Support Manager
ERS LLC
01.2003 - 12.2004
- Negotiated business contracts for Dell Computers Management Support Division
- Fielded all management level escalations and support needs for Dell Computer
Senior Desktop Support Technician
Stream International
01.1999 - 12.2003
- Direct and timely support of all technical and customer service escalations directly from Dell Management Group
- Secondary troubleshooting, including parts ordering, issue determination, and even system exchange determination and approvals
- Maintenance involving reports and service resolutions, level one technician review on client issues
Senior Desktop Support Representative
Micro Age Computer Corporation
01.1993 - 12.1998
- Onsite support for entire Dallas/Ft Worth infrastructure for Halliburton Inc. Including all client sites in region
- Client support covered a total of 2,500 users and related equipment
- Supervised and further supported all printers, servers, and related equipment support on site, as well as contract negotiations, and all on site parts ordering and stocking of same
Skills
15 years hands on experience supporting the following applications and environments:
- MS Office products (up to Office 2016)
- Certified in HP printer systems
- Virtualization
- Office 365
- Azure
- SQL
- MS Windows including Windows 7, 8, 10
- Hardware and Software troubleshooting
- Active Directory
- Windows
- Microsoft Windows Server
- ITIL
- ServiceNow
- Remote access software
- DNS
- IT support
- Desktop support
- Help desk
- Application support
- Visio
- VPN
Certification
Certified in HP printer systems Toshiba laptop units (Tecra and Satellite) Dell desktop units (Dimension and Optiplex,) Dell server systems (up to Power Edge 2800 systems) Dell portable units (Inspiron and Latitude) IBM Thinkpad laptops
Timeline
Help Desk Technician
North Texas Toll Road Authority
12.2022 - Current
National Help Desk Level 3 Senior Technician
The Picture People
01.2008 - 12.2022
Level 2 Desktop Support Technician
LSG Sky Chefs
01.2005 - 12.2008
Desktop Support Technician
Genesis Group LLC
01.2004 - 12.2005
Desktop Support Manager
ERS LLC
01.2003 - 12.2004
Senior Desktop Support Technician
Stream International
01.1999 - 12.2003
Senior Desktop Support Representative
Micro Age Computer Corporation
01.1993 - 12.1998