Isaac Holmes
Hendersonville,TN
Summary
Sr. Desktop Support Specialist with over 7 years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs.
Overview
14
14
years of professional experience
Work History
Advance IT Specialist
SMS Holdings
Nashville, TN
06.2023 - Current
- Installed and configured hardware and software systems for end-users.
- Provided technical support and troubleshooting for network issues.
- Managed user accounts and permissions in Active Directory.
- Conducted system backups and recovery procedures regularly.
- Monitored system performance and ensured security compliance measures were met.
- Installed operating systems, applications, patches, updates. as needed.
- Created user accounts, set up permissions, and monitored system security.
- Maintained inventory of all IT equipment and supplies in use by the organization.
- Conducted regular maintenance checks on computers, servers, and other IT equipment.
- Investigated system errors to determine root cause of issue and implement solutions accordingly.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Provided technical support for users experiencing hardware or software issues.
- Monitored network performance and identified areas for improvement.
- Developed documentation related to IT policies, processes, standards.
- Managed virtual machines used for testing purposes or hosting services and applications.
- Developed scripts to automate routine tasks and reduce manual effort.
- Used remote login tools to assist clients with technical and product questions.
Advanced IT Specialist
SMS Holdings
Nashville, TN
05.2023 - Current
- Resolved service requests by individually troubleshooting and addressing user issues.
- Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration.
- Handled maintenance tasks to promote improved network availability.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Set up user accounts, permissions and passwords and defined network policies and procedures.
- Created configuration guides for deploying new desktops, laptops and mobile devices.
- Improved job tasks and mentored junior team members on best practices and standards.
- Set up, optimized and managed network equipment.
- Monitored application and print servers, rapidly responding to faults and malfunctions.
- Configured and maintained various network devices such as routers, switches, firewalls.
- Conducted regular audits of system logs to ensure proper functioning of all systems.
- Monitored the performance of the network to ensure optimal levels of service.
- Configured and maintained Windows server environments for optimal performance.
- Collaborated with cross-functional teams to implement system upgrades and patches.
- Diagnosed and resolved system issues to ensure minimal downtime for users.
- Monitored system performance and security using industry-standard tools and protocols.
- Conducted regular backups and disaster recovery drills to protect data integrity.
- Provided technical support for users on Windows operating systems including resolving network connectivity issues.
- Managed user accounts, groups, profiles and other directory objects in ADDS environment using Microsoft tools like Active Directory Users and Computers.
- Provided technical assistance to end-users in resolving application compatibility issues on Windows platforms.
- Implemented Group Policy Objects in order to manage user access rights across the organization's network.
- Monitored performance of the server environment and proactively identified potential issues.
- Utilized scripting languages such as VBScript and PowerShell for automation of routine administrative tasks.
- Installed, configured and managed Active Directory Domain Services, DNS, DHCP services.
- Deployed patches and updates to ensure servers are running securely with latest security fixes.
- Migrated existing physical servers to virtualized environment using VMware vSphere ESXi 5.5 and 6.0 hypervisor platform.
- Configured, maintained and monitored Windows Server 2008, 2012, 2016 environments.
- Developed PowerShell scripts to automate system administration tasks.
- Configured file shares, printers, Remote Desktop Services sessions and Terminal Services Gateway.
- Coordinated with vendors for installation of new software packages or updating existing ones as required by the organization's IT policy.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Installed security software to protect networks.
- Deployed servers, desktops and laptops in accordance with customer requirements.
- Provided technical support for hardware and software issues related to workstations and servers.
- Maintained software inventory and performed patch management to ensure all systems are up-to-date with latest security patches.
- Performed installation, configuration and troubleshooting of Windows operating systems.
- Tested deployed systems to ensure that they meet customer specifications and SLAs.
Sr. Desktop Systems Rep
McKesson – LaVergne
, TN
02.2017 - 11.2022
- Responsible for maintaining a heterogenous environment consisting of HP, Dell, Mac, Xerox, Zebra printers, fax machines, audio/visual equipment and mobile devices.
- Responsible for system deployments, refreshes and recoveries.
- Maintain FPT server, VPN, LAN, WAN, VLAN and VOIP network connectivity.
- Manage Active Directory user accounts and associated network profile configuration settings.
- Resolved technical issues using Service Now and BMC Remedy Incident management tool to create, record and resolve technical incidents, per event.
- Responsible for software migrations, hardware and software upgrades.
- Resolved technical issues affecting Cisco switches, patch panels and WAP’s.
- Managed data backups, restores, recoveries and offsite data storage.
- Installed and maintained desktop software applications, SAP applications, service packs, patches, anti- virus updates, scripts and batch files.
- Managed asset inventory and deployment of imaged assets to end users.
- Made recommendations to users regarding selection of hardware and software upgrades and replacements.
- Configured Windows and SAP application security settings for end user application functionality.
- Worked closely with all departments to support their remote users.
- Resolved remote issues via Remote Desktop connection tool, Skype and Microsoft Teams.
- Partnered with the Networking team, business leadership and outside contractors for office renovation project.
- Pre pandemic - relocated multiple business units and setup temporary work stations for onsite staff during office renovation project.
- Responsible for MDF and IDF remolded and schematics design.
- Excellent written, oral, and interpersonal communication skills.
- Delivered end user technical support, effectively reducing repeat calls to helpdesk.
- Created, maintained and distributed documentation manuals for software users.
- Worked with software vendors and business partners to review system requirements, performance of applications and efficiency of system processes.
- Managed active directory user accounts to restrict access to sensitive information.
- Managed user authentication and authorization of data access.
Network/Desktop Systems Specialist
McKesson
LaVergne, TN
02.2016 - 02.2017
- Assisted end users with diagnostics to resolve issues.
- Tracked hardware assets, ordering equipment to maintain accessible inventory.
- Configured new employee work stations, including all hardware, software and peripheral devices.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Participated in maintaining approved vendor lists for hardware repairs, advising internal and external personnel on providers of replacement parts.
- Managed remote backup and restoration services for new and replacement systems, maintaining consistent data integrity and transmission compliance with corporate policies.
- Offered technical helpdesk support to customers on printers, PCs and laptops and mobile devices.
- Developed and maintained accurate network documentation and Visio diagrams to provide management with proper understanding of organizational needs.
- Installed software updates and vulnerability patches on servers to prevent possible threats from penetrating networks.
- Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
Call Center Representative
McKesson
La Vergne, TN
11.2014 - 02.2017
- Fostered customer and sale's team unity by providing personalized assistance to individual customers within the Oncology Division.
- Proactively handling tasks within assigned region.
- Maintain call center metrics and production volume.
- Triage customer calls and route to the appropriate departments.
- Coordinate new account setup with the Dedicated and CSA customer care representatives.
- Key pharmaceutical orders.
- Build/maintain relationships with hospital, clinics and healthcare professionals.
- Process orders, returns, debits and credits.
- Resolve customer issues by owning the process and documenting the process in Sales Force.
- Track pharmaceutical orders nationwide.
Premier Solutions Support Technician
Asurion
Smyrna, TN
07.2014 - 11.2014
- Provided exceptional customer service and technical expertise on inbound calls or other electronic input such as Website, CHAT or email from customers for the purpose of resolving issues with laptops, tablets, smart phones, computers and other electronic devices.
- Analyze diagnosis and resolve reported problems on hardware, software, OS applications and device compatibility.
- Use knowledge based systems and other tools to deliver technical support solutions.
- Provide customers with logical troubleshooting to resolve operation issues.
- Assist customers with device set up and device education.
- Proactively find new technology trends and solutions for knowledge base systems.
- Provided a value-added experience with outstanding customer service while resolving issues related to the customer's device.
- Consistently met or exceed productivity and quality goals.
- Exercised strong decision making and problem-solving skills.
- Organized and maintained detail information needed to resolve complex problems while multi-tasking for resolution.
- Utilized web based tools and search engines to troubleshoot and resolve technical issues.
- Adaptive to varying customer knowledge and skill levels.
- Adhere to all company security and compliance standards.
Quality Control Technician
Jamison Bedding Inc
Gallatin, TN
04.2012 - 07.2014
- Responsible for inspecting products to ensure that they meet defined standards for quality, durability, function and customer satisfaction for a bedding manufacturing plant.
- Perform inspections of purchased parts, subassemblies or finished company products.
- Rework or reject subassemblies or finished products as required.
- Conduct and document process and system audits for measurement and testing purposes.
- Responsible for maintaining documentation for inspections and testing standards.
- Create and maintain controlled document file systems and testing records.
- Perform or coordinate calibration of all test equipment and fixtures.
- Monitor critical equipment and instrumentation to ensure proper operation and calibration.
- Participate in the construction and/or revision of the SOP for the inspection function.
- Assist in writing and updating inspection procedures, protocols and checklists.
- Evaluate problems and make initial recommendations for possible corrective action to management.
Education
A.S. - Management Information Systems
Southeast College of Technology
B.A. - Mass Communication
Grambling State University
Skills
- Network configuration
- VLAN
- LAN
- WAP
- VOIP
- TCP/IP
- Routers
- Switches
- Patch panels
- File and Print server Admin
- Windows Server 2008/2012
- RF devices
- Tablet PC's
- PXE Image Server
- Desktop/laptop imaging
- PC refreshes
- PC Recoveries
- Cisco IP Communicator
- Citrex
- Jira
- SAP
- MS Office
- BitLocker
- Microsoft Share Point
- Windows 10 and 11 OS's
- Business application installs
- Hardware and software upgrades
- BMC Remedy/Servcie Now tools
Accomplishments
- Certifications: (MCP) Microsoft Certified Professional.
Timeline
Advance IT Specialist
SMS Holdings
06.2023 - Current
Advanced IT Specialist
SMS Holdings
05.2023 - Current
Sr. Desktop Systems Rep
McKesson – LaVergne
02.2017 - 11.2022
Network/Desktop Systems Specialist
McKesson
02.2016 - 02.2017
Call Center Representative
McKesson
11.2014 - 02.2017
Premier Solutions Support Technician
Asurion
07.2014 - 11.2014
Quality Control Technician
Jamison Bedding Inc
04.2012 - 07.2014
A.S. - Management Information Systems
Southeast College of Technology
B.A. - Mass Communication
Grambling State University