Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Lance Tamchin

Tempe,AZ

Summary

Desktop Support Engineer with 10+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10 Pro, macOS and Active Directory.

Overview

24
24
years of professional experience
2
2
Certificate

Work History

Deskside Remote Support

CompuCom
04.2024 - 06.2025
  • Remote IT Support for Cigna colleagues across the country remotely. Bomgar/BeyondTrust.
  • Managing to resolve multitude of ticket queues throughout the day
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Learned and adapted quickly to new technology and software applications.
  • Worked effectively in fast-paced environments.

Deskside Support

HCLTech
09.2022 - 12.2023
  • Setup laptops for end user’s, PXE imaging laptops for refresh and new hires
  • Resolve assigned tickets assigned in queue or escalation tickets from first level tickets
  • Direct assistance with onsite clients at the JLL headquarters in Phoenix and remote assistance for JLL headquarters in Denver CO or Nevada
  • Over all clients in Phoenix 120 and at the Denver Office 150
  • Document all resolution processes associated with all tickets and update customers of progress
  • Setup loaner systems for temporary use while troubleshooting systems
  • Assisting with Conference room setup Webex and other media used for AV conferencing
  • Configure printers locally and remotely
  • Work extensively with Service Now as a ticketing system
  • Bomgar BeyondTrust for remote assistance
  • Documented troubleshooting and corrective actions in MS Office 365.
  • Disconnected and reconnected desktops and peripherals to support office moves.
  • Provided graphical user interface-level assistance with server configuration and administration.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Created user accounts and assigned permissions.
  • Installed and configured operating systems and applications.
  • Monitored system performance to identify potential issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Installed, configured and maintained computer systems and network connections.
  • Configured and tested new software and hardware.
  • Generated reports to track performance and analyze trends.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Offered assistance in implementing and developing training programs.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Deskside Support

Cynet Systems
07.2021 - 09.2022
  • Contract Bristol Myers and Squibb
  • Setup laptops for end user’s, PXE imaging laptops for refresh and new hires
  • Resolve assigned tickets assigned in queue or escalation tickets from first level tickets
  • Document all resolution processes associated with all tickets and update customers of progress
  • Setup loaner systems for temporary use while troubleshooting systems
  • Assisting with Conference room setup Webex and other media used for AV conferencing
  • Upgrade system hardware, software work-area setup and testing all peripherals
  • Configure printers locally and remotely
  • Work extensively with Service Now as a ticketing system
  • Bomgar BeyondTrust for remote assistance.
  • Deployed new hardware and software to end-users, streamlining business processes and increasing efficiency.
  • Managed inventory of IT equipment, maintaining accurate records and ensuring timely replacement or repairs as needed.
  • Collaborated with cross-functional teams to address complex technical challenges and implement effective solutions.
  • Provided remote support to offsite employees, ensuring seamless access to company resources regardless of location.
  • Maintained confidentiality of sensitive information while providing top-notch customer service to all levels of staff within the organization.
  • Provided onsite support during critical incidents, quickly identifying root causes and implementing appropriate resolutions.
  • Troubleshot problems or issues with desktops and laptops.
  • Supported operating system and various tools and applications.
  • Documented troubleshooting and corrective actions in ServiceNow.
  • Disconnected and reconnected desktops and peripherals to support office moves.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Created user accounts and assigned permissions.
  • Installed and configured operating systems and applications.
  • Monitored system performance to identify potential issues.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Tested new software and hardware prior to deployment.
  • Enhanced end-user productivity by troubleshooting and resolving hardware, software, and network issues.
  • Supported clients with efficient problem-solving for various technical issues, reducing downtime in the workplace.
  • Implemented preventive maintenance measures for desktop systems, ensuring optimal performance and longevity.
  • Assisted in the planning and execution of company-wide technology upgrades, minimizing disruptions to daily operations.

Technical Support Representative

J-Curve Technologies
01.2018 - 03.2021
  • Managed approximately 20 incoming calls per day from customers.'
  • VoIP support for Vonage Enterprise using Broadworks/Broadsoft
  • Palladion packet analyzer, net check, remote login assisting Mobile Connect Trio soft phone builds and troubleshooting connectivity, Hard phone Support for Polycom, Cisco, Panasonic, Yealink
  • Remote and manual provisioning and registration using Call Center platform to assist with national and global support for multiple organizations from SOHO and Large Corporations
  • Triage, Setup of Call Centers, Auto Attendants, Multiple ticketing platforms, work from home during pandemic using remote desktop and virtual desktops
  • User security network and licensing for new hires
  • CRM experience with Nextiva Support for VoIP customers
  • Multiple functions from ticketing to CPNI authorization, billing, customer data input
  • Zeus was similar platform used by Vonage Enterprise Support.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.

IT Manager

Robert Half Technology
05.2017 - 12.2017
  • Palo Verde Hospital, maintain reports, onboarding, Active directory configuration, Maintain Security via eRad, Migration of workstation, Break-Fix as needed
  • CompuCom field work (Target and Lowes) upgrades and repairs.

Field Technician

Cyberdine LBT LLC
08.2011 - 04.2017
  • Partnership
  • Network and Computer conversions for various companies (e.g
  • Insight, Sarcom, PC Connection, Diebold) via Smartsource
  • Responsible for onsite (Field Technician) installations of workstations, software upgrades, hardware replacements, printer upgrades, SIG card configurations for banks, network configurations, and remote operating system installations with Linux Server to install Windows from VPN
  • Field Chase Branch Technician, Setup Windows and OSX for PCM Sarcom, Insight USA PC Connection and Zones
  • Worked with Windows 7 Enterprise, 8.0, 8.1, and Windows 10
  • Desktop Manager Server 2000-2003 AD setup for deployment and new user setup/onboarding (Contract with Computer Merchant at San Carlos Apache Healthcare Corp) 10 months
  • Setup MS Office Suite (SCCM) 2003-2016 for multiple organizations.

Network and Computer Conversions

Global Resources, Ltd.
04.2010 - 07.2012
  • Network and Computer conversions for various companies
  • Responsible for onsite installations of workstations, software upgrades, hardware replacements, printer upgrades, SIG card configurations for banks, network configurations, and remote operating system installations with Linux Server to install Windows from VPN
  • Involved with WAMU / JP Morgan Chase conversions
  • Received site calls through e-mail and worked as lead or as a team member on required sites
  • Contacted command center and wrote ticket reports for repairs or upgrades as required
  • Entered hours at site and faxed paper work with report.

Help Desk Technician

Motorola Enterprises
10.2009 - 09.2010
  • Through (Judge Technical Services)
  • Responsible for support of network contracts at Motorola, helping clients with Windows OS, MAC OS, and Linux OS on multiple platforms from Servers, Access Points, Laptops, Netbooks and Smartphones, database management stored via Clarify.

Computer Troubleshooter Owner

Visionary Computer Designs Corp.
01.2001 - 01.2009
  • Computer Troubleshooter for hardware and software
  • Responsible for various functions, including upgrades, networking, onsite calls, rebuilds
  • Gained experience in entrepreneurship in computer contracts and sales.
  • Improved system efficiency by diagnosing and resolving technical issues promptly.
  • Identified root causes of recurring issues, implementing long-term solutions to prevent future occurrences.
  • Applied critical thinking skills to identify patterns in reported issues, enabling targeted improvements in hardware and software systems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Researched and identified solutions to technical problems.

Education

PhD, Cyber Criminology, Information Systems, Theory and Management, Dissertation Cyber Crime - Organizational Management in Information Systems and Technology

University of Phoenix
Tempe, AZ
11.2014

Master of Science - Network Security

Kaplan University
Chicago, IL
06.2012

Bachelor of Science - Network Administration

Kaplan University
Chicago, IL
10.2010

MCP, Basic Networking, IIS, Multi-configurations of protocols, Routing and WAN protocols, Operating systems, Supporting networks, Troubleshooting a network -

Nextech
Hauppauge, NY
01.2000

A+ Certification, Identifying electronic components, Analog electronic projects, Measuring values of circuit boards components, Microprocessors and digital concepts, PC overview, PC assembly and disassembly, Computer recycling and refurbishing -

NY Tech Center
Bohemia, NY
04.1999

Associates of Science, Studied theory, Classical guitar performing with baroque ensembles, Teaching classical music - Performing arts

Suffolk Community College
Seldon, NY
06.1990

Skills

  • Incident Management
  • Ticketing System Experience
  • End-User Support
  • Windows Operating System
  • Help Desk Support
  • Desktop Support
  • Remote Technical Support
  • Microsoft Windows and Office

Certification

  • Attained A + Certification
  • Microsoft MCP
  • National Society of Collegiate Scholars NSCS


Languages

English
Full Professional

Timeline

Deskside Remote Support

CompuCom
04.2024 - 06.2025

Deskside Support

HCLTech
09.2022 - 12.2023

Deskside Support

Cynet Systems
07.2021 - 09.2022

Technical Support Representative

J-Curve Technologies
01.2018 - 03.2021

IT Manager

Robert Half Technology
05.2017 - 12.2017

Field Technician

Cyberdine LBT LLC
08.2011 - 04.2017

Network and Computer Conversions

Global Resources, Ltd.
04.2010 - 07.2012

Help Desk Technician

Motorola Enterprises
10.2009 - 09.2010

Computer Troubleshooter Owner

Visionary Computer Designs Corp.
01.2001 - 01.2009

MCP, Basic Networking, IIS, Multi-configurations of protocols, Routing and WAN protocols, Operating systems, Supporting networks, Troubleshooting a network -

Nextech

Associates of Science, Studied theory, Classical guitar performing with baroque ensembles, Teaching classical music - Performing arts

Suffolk Community College

PhD, Cyber Criminology, Information Systems, Theory and Management, Dissertation Cyber Crime - Organizational Management in Information Systems and Technology

University of Phoenix

Master of Science - Network Security

Kaplan University

Bachelor of Science - Network Administration

Kaplan University

A+ Certification, Identifying electronic components, Analog electronic projects, Measuring values of circuit boards components, Microprocessors and digital concepts, PC overview, PC assembly and disassembly, Computer recycling and refurbishing -

NY Tech Center

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