Hardold Desmond

US HOUSE OF REPRESENTATIVES

01.2024 - Current

Deliver technical support to high-level staff and VIPs, ensuring that desktops, laptops, and other devices run smoothly
Troubleshoot and resolve hardware, software, and networking issues, offering timely and efficient solutions to minimize downtime
Utilize clear communication to gather information from users and share issue resolution steps
Maintain security protocols, install software, and manage system configurations to meet specific needs of VIPs
Set up technology for meetings, presentations, and other special events, ensuring seamless operation of technology during critical sessions
Supported organization’s security practices to ensure system and data protection while monitoring hardware/software/peripherals and adhering to IT asset management practices

FINRA

01.2022 - 01.2024

Led desktop VIP and staff support at headquarters location
Diagnosed, troubleshot, and resolves hardware, software, and client network problems, utilizing Service Now and Dynamics ticketing systems
Set up and managed devices and permissions for on-site and remote hires
Installed software via company portal or vendor web sites
Gathered data about user needs to identify, predict, interpret, and evaluate system and network requirements
Met targeted operational Service Level Agreements (SLAs) in support of organizational goals, objectives, policies, and procedures, while ensuring customer satisfaction throughout service delivery process
Contributed to decommissioning of headquarters building for move to new hoteling space
Completed ethernet port tracing and activation, mobile device management, and hardware/software set ups

CLARIVATE ANALYTICS

01.2017 - 01.2022

Served as point of contact for executives needing remote diagnosis and resolution of technical and functional inquiries
Leveraged Service Now ticketing system to accomplish tasks efficiently and support integration with Clarivate environment
Investigated, diagnosed, and addressed application support issues, and documented ongoing progress on 40+ open tickets per month
Imaged and re-imaged computers using Endpoint Manager, pushed out software with Configuration Manager, created AWS/VDI accounts for worldwide users, and completed remote device wipe/kill off as needed
Led office closures and moves and provided onsite support for network issues while serving as Jamf Admin for Macs and Azure AD Admin for PC, providing remote support using TeamViewer and Dameware remote tools
Created effective documentation for users and tech support teams for AWS/VDI, supported AV for regional meetings, managed eWaste, and decommissioned networking/server equipment
Integrated acquisitions into Clarivate environment (Azure AD/VPN access/ re-image)

IBM

01.2015 - 01.2017

Provided Tier 1/2/3 support for Thomson Reuters Corp, Westlaw, and News Bureau including satellites at White House, Capitol, and Departments of Treasury, Labor, Commerce, Justice, and State, serving 1500+ users
Applied proven communication, analytical, and problem-solving skills to identify and resolve issues to maximize benefit of IT systems investments
Installed and supported printers and maintained training room computers and laptops for CLEAR training
Imaged and configured new laptops and desktops for deployment and accomplished phone support for iPhone, Android, and Blackberry devices
Contributed to network support on Cisco routers, switches, and wireless access points
Investigated incidents using root cause analysis to resolve issues

THOMSON REUTERS

01.2012 - 01.2014

Utilized multiple resources to determine causes and resolutions of technology problems and incidents
Consistently met or exceeded performance targets and goals correlated with call handling and customer service
Tested new software for deployment, created weekly server backups, established local software repository server, installed and configured Cisco video teleconference equipment, and provided A/V support for conferences
Trained users in one-on-one and group sessions
Diagnosed hardware/software faults, researched answers, and solved technical problems, guiding user through corrective steps either remotely or face to face

EEOC SITE LEAD

01.2010 - 01.2011

Delivered Level 2/3 technical support while serving as contact for third party contractors
Installed COTS software
Re-imaged desktops with Symantec Ghost
Replaced faulty drives, created user accounts, and instructed end users
Documented solutions, repairs, or other encounters in ticketing system
Adapted to fresh challenges and shifting priorities with strong technical skills across various IT disciplines
Utilized positive attitude during challenges with strong interpersonal, written, and verbal communication skills
Instructed field technicians on troubleshooting procedures of Agency equipment

Summary