Doug VanWinkle
Georgetown,KY
Summary
Friendly Desktop Support Specialist with over 20 years of computer systems experience. Proven skills in installing, repairing and upgrading organizational hardware and system equipment. Strong problem solver always ready to boost client satisfaction and grow company reliability.
Overview
19
19
years of professional experience
Work History
Senior Desktop Support Technician III
Kentucky Housing Corporation
01.2020 - 05.2025
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Deployed devices across multiple facilities, connecting hardware for multi-site interconnectivity.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Performed on-site (and remote) diagnosis, analysis, and resolution of complicated PC problems for various end users and implementing and recommending corrective hardware
solutions. - Developed and maintained an inventory of keyboards, hard drives, printers, modems, scanners, monitors, and other peripheral devices.
- Monitored and tested PC performance and providing PC performance reports and statistics.
- Constructed, tested, and installed customized configurations depending on various operating
systems and platforms. - Prepared documents on instances of hardware repair, installation, failure, and removal.
- Evaluated and recommended hardware products of PC for purchase.
- Provided backup network support as needed and performing the more basic functions of network administration when needed.
- Provided backup server administration support as needed and performed the more basic functions of server administration when needed.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
- Developed and implemented preventive maintenance procedures.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
Remote Network Technician
Remote Tech Expert Inc.
11.2019 - 01.2020
- Coordinated with Field Service Technicians for hardware replacement.
- Remotely test and troubleshoot routers (Palo Alto 220 and Cisco Meraki) for site turnups.
- Remotely test VPN tunnels on routers for site turnups.
- Document and log all actions and methods through ticketing system.
Computer Technician
Esco Technologies Inc
07.2017 - 11.2019
- Prepared and tested residents' new CareConnect services.
- Provided MACD (Move/Add/Change/Disconnect) Support at the onsite level.
- Supported staff needs on computers, tablets, projectors, phones and TV’s.
- Worked with the NOC to coordinate migration from Windows 7 to Windows 10 Pro.
- Worked closely with the NOC & Customer Service to provide technical support for service related issues for Care Connect services - phone (voice mail, call waiting, call forwarding), Internet - (connectivity, general Internet related questions), satellite television (general related questions/issues regarding service options at the community).
- Provided client support and technical issue resolution via e-mail, phone and on-site if needed.
- Configuration of client/resident's equipment to connect to the internet via cable modem/DSL router.
- Assisted residents and familys in developing or utilizing a common internet or social media platform to stay connected, such as Facebook, Skype, E-mail, Instagram, Zoom, etc.
- Assisted residents with technical issues involving computer, tv, phone, internet, and other 3rd party hardware and software from Alexa/Google Mini, to cell phone, and hearing aids, printers etc.
- Developed a training and awareness course for seniors so the would feel more confident in being able to identify snline scams and Phishing attempts.
Corrections Officer
Fayette County Detention Center
12.2005 - 09.2015
- Supervised inmates during all activities and transfers to monitor compliance and implement corrective actions.
- Sanctioned regulatory compliance while managing visual inspections, work crew accountability, illegal substance checks and cell assessments.
- Monitored radio transmissions between staff to respond immediately to directions and emergencies.
- Streamlined operational efficiencies by effectively maintaining daily shift activity logs.
- Received and processed inmates into custody of institution by searching prisoners and taking charge of personal property.
- Effectively interacted with staff, offenders, visitors, and public to maintain security within facility.
- Conducted pat downs and strip searches of inmates and visitors to prevent contraband from entering facility.
- Maintained safety and security of staff and public by applying defensive techniques and physical restraints.
- Routinely counted inmates and in response to potential security breaches.
- Documented prisoner identification, charges and inmate disturbance incidents.
- Reduced escape attempts, crimes, and other hazardous activity through close observation and situational awareness.
- Authored incident reports for management on violations and discrepancies.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Booked new inmates into facility and processed inmates for release.
- Completed intake paperwork, fingerprints, and searches.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
Education
High School Diploma -
George Rogers Clark
Winchester, KY05-1993
Skills
- Network configuration
- New system deployment
- Hardware diagnostics
- Software installation
- Application support
- Asset management
- Ticketing system oversight
- Support documentation generation
- End-user account management
- Troubleshooting & diagnostics
- Remote support
- Training and mentoring
- Technical support expertise
Accomplishments
Accomplished projects for the Kentucky Housing Corporation:
- A company password management solution.
- 2 Hardware and software refreshes
- Organization wide One Drive integration.
- Printer Solutions; on campus and for remote users.
- Device rollout for COVID.
- Technical Lead for all KHC Conferences over the last 4 years.
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