Roy Griffin
Dallas,TX
Summary
Friendly senior desktop technician with over 10 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
14
14
years of professional experience
Work History
Senior Desktop Technician
Wipro LTD
11.2022 - Current
- Escalate issues as appropriate and act as a technical escalation for the end user
- Maintain a high level of customer satisfaction
- Identify technical and process issues and recommend improvements
- Achieve target ticket volumes and ticket resolution levels
- Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
- Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc
- Perform intermediate-to-advanced deskside support services installing and troubleshooting hardware, software, and network related issues
- Perform basic LAN and internetworking related activities
- Proficient in Windows 10 & 11 and Office Suite/O365.
Deskside Support Technician
Allied Digital Services
10.2021 - 06.2022
- Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
- Resolve incidents and problems associated with EUC equipment
- Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future
- Support Authorized Users in connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments
- Provide repair and maintenance for mobile devices
- Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
- Provide software break/fix services and replacement of non-warranty assets for end users
- Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output
- Provide warranty and break/fix support for networked printers and scanners
- Configure and support end users on mobile computing platforms
- Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc
- Create, change, and remove printer configurations and queues based on requests and in accordance with SLAs
- Provide on-site hardware support for general troubleshooting and problems for end user computing technologies.
Datacenter Technician
Molina Healthcare/Allied Digital Services
04.2021 - 09.2021
- Weekly cycle counts of the data center
- Daily walk-through of the data center looking and listening for alerts and/or alarms
- Creating RITM tickets and attach photo of alert and assigning to correct team
- Maintain a walk-through log in SharePoint of errors and tickets created
- Schedule on site access for vendors for drive replacement/server/storage repair that are under warranty
- Install, maintain, and monitor network equipment and servers
- Resolve any network issues which come up including hardware diagnostics and replace failing parts
- Install and arrange new equipment
- This may include physically upgrading internal system components (CPU), memory hard drives, DIMM replacement, fiber and copper cables installs
- Knowledge of MM/SM and LC/LC or SC/SC fiber cables
- Install patch panels, know how to terminate and test copper patch cables
- Install new equipment and maintain rack elevation chart
- Collaborate with software and networking engineering and understand network diagram mapping
- Maintain accurate inventory of tools, equipment, and network devices
- Update new or decommissioned devices in iServe along with adding/removing coordinate and device names
- Attend weekly CAB meetings and share any upcoming CHG’s with NMDC/TXDC datacenters
- Attend weekly meetings for upcoming or existing plans for install/decommissions
- Attend weekly DCTS meetings
- Update weekly team notes for TXDC in OneNote
- On call 24/7
- Manage/update/close tickets in the TXDC queue in iServe while providing clear and complete notes in resolution
- Receive and ship items coming and going out of the data center
- Create shipments and be able to use a banding kit and shrink wrap to tie down devices to pallet
- Maintain log in SharePoint of incoming/outgoing shipments
- Move and set racks, install PDU’s
- Connect power cables under the floor while collaborating with facilities team.
- Installed and managed structured cabling infrastructure.
Deskside Support Technician
Allied Digital Services via Irvine Technology Corporation
06.2020 - 04.2021
- Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
- Resolve incidents and problems associated with EUC equipment
- Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future
- Support Authorized Users in connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments
- Provide repair and maintenance for mobile devices
- Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
- Provide software break/fix services and replacement of non-warranty assets for end users
- Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output
- Provide warranty and break/fix support for networked printers and scanners
- Configure and support end users on mobile computing platforms
- Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc
- Create, change, and remove printer configurations and queues based on requests and in accordance with SLAs
- Provide on-site hardware support for general troubleshooting and problems for end user computing technologies.
Deskside Support Technician
Hyundai Capital/Allied Digital Services via Irvine Technology Corporation
04.2020 - 05.2020
- Supported efforts with software imaging
- Provided general IT support to any technical issue needing IT assistance
- Completed contract engagement successfully.
Desktop Support Analyst
CAE via Robert Half Technology/Intricate Inc
10.2017 - 08.2019
- Provide desk side hardware and software support for up to 750 users – Avg Daily Tickets 15-20
- Deploy MS Windows 7/10 OS images and MS Office packages using SCCM
- Add computers to a domain using Active Directory
- Deploy Cisco VoIP phones using Uplinx
- Configure Mobile Devices with Airwatch/InTune and deploy to user(s)
- Configure, Modify and Deploy Deep Freeze
- Use BMC Remedy/ITSM to create users and enter/track issues
- Add/Modify user(s) in Microsoft Exchange
- Assign and troubleshoot VPN Tokens.
Deskside Support Specialist
Triumph Group Industries via Nexus IT Group
08.2017 - 10.2017
- Deploy MS Windows /OS images using Windows PE, Clonezilla, SCCM
- Provide desk side hardware and software support for up to 1000 users – Avg Daily Tickets 15-20
- Add computers to Domain using Active Directory.
Desktop Support Analyst
CAE via Signature Consultants
03.2016 - 04.2017
- Provide desk side hardware and software support for up to 500 users – Avg Daily Tickets 15-20
- Deploy MS Windows 7/10 OS images and MS Office packages using SCCM
- Add computers to a domain using Active Directory
- Add user(s) to a domain using Enterprise Security Station and Active Directory
- Deploy Cisco VoIP phones
- Configure Mobile Devices with Airwatch and deploy to user(s)
- Configure, Modify and Deploy Deep Freeze
- Use BMC Remedy to create users and enter/track issues
- Add/Modify user(s) in Microsoft Exchange and Lync
- Assign and troubleshoot VPN Tokens.
Help Desk Analyst
Computer Services Corporation via The Computer Merchants
08.2015 - 02.2016
- Provide technical support to users for basic computer related technical problems
- Enter tickets into the call tracking tool; ensure information is accurate, prioritized and assigned to a queue
- Answer help desk telephones and respond to basic customer inquiries to ensure customer needs are met
- Assist customer(s) in resolving basic technical problems by providing scripted guidance regarding software and hardware problems
- Resolve and/or refer more complex technical problems through a defined escalation process
- Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation
- Identify, evaluate, and prioritize customer problem(s) and complaint(s) to ensure that inquiries are resolved appropriately.
Application Support Specialist
Calyx Software via Robert Half Technology
03.2015 - 06.2015
- Answer calls from customers regarding issues with their Point software
- Research and document issues and resolutions using company resources
- Assist less-experienced technicians in resolving issues
- Perform other duties as required by Customer Support Manager.
Desktop Site Support
Optum(Connextions) via Robert Half Technology
09.2014 - 02.2015
- Deploy MS Windows XP/7 images and applications using Symantec Altiris
- Add computers to a domain using Altiris and Active Directory
- Install server equipment and cable runs to switching equipment
- Provide desk side hardware and software support for up to 1000 users – Avg Daily Tickets 15-20
- Deploy Cisco VoIP phones.
- Used ticketing systems to manage and process support actions and requests.
Desktop Support Analyst
CAE via Robert Half Technology
04.2014 - 05.2014
- Deploy MS Windows 7 OS images and MS Office packages using SCCM
- Add computers to a domain using Active Directory
- Provide desk side hardware and software support for up to 500 users – Avg Daily Tickets 15-20
- Configure Elo touch screen machines for deployment
- Deploy Cisco VoIP phones.
Application Support Specialist
Calyx Software via Robert Half Technology
04.2013 - 03.2014
- Answer calls from customers regarding issues with their Point software
- Research and document issues and resolutions using company resources
- Assist less-experienced technicians in resolving issues
- Perform other duties as required by Customer Support Manager.
Help Desk Specialist 1
T-Mobile via Experis Manpower
09.2012 - 03.2013
- Provide internal support for all IT incidents and service requests by and needed for all T-Mobile personnel
- Use Active Directory and Oracle Identity Management to reset account passwords
- Use Remedy to verify account information and to document issues and resolutions
- Research, troubleshoot and resolve standard support issues.
Device Technician
Enterprise Mobile via Pace Staffing
09.2011 - 12.2011
- Configure multiple iPhone4S for deployment using iOS 4
- Setup MobileME and Airwatch on iPhones
- Install applications on iPhones specific to deployment configuration
- Ensure iPhones were configured correctly
- Assemble iPhones with accessories specific to deployment.
Technical Support Agent
Telvista Inc.
09.2010 - 02.2011
- Answer incoming inquiries, respond to customer questions and solve problems according to standardized procedures while maintaining a courteous manner
- Ask effective questions and gather information to determine source of problem(s) and customer needs
- Log on/off customer care system and accesses account files
- Enter alpha and numeric data via computer keyboard into an automated system accurately
- Accurately capture all customer and issue related information in the proper database
- Lead customers through documented process of fixing their client specific equipment and application problem(s)
- Use product information, multiple client tools, client specific reference material, scripting, general technical knowledge, and customer service skills and problem solving skills to diagnose and solve customer problem(s).
Education
Associate of Science - Computer Network Systems
ITT Technical Institute
Dallas, TX06-2011
Skills
- Asset Management
- Problem Resolution
- End-User Training
- Patch management
- Mobile Device Management
- System Administration
- Hardware Installation
- Troubleshooting & diagnostics
- Hardware diagnostics
- Device configuration
- System Configuration
- Advanced troubleshooting
Timeline
Senior Desktop Technician
Wipro LTD
11.2022 - Current
Deskside Support Technician
Allied Digital Services
10.2021 - 06.2022
Datacenter Technician
Molina Healthcare/Allied Digital Services
04.2021 - 09.2021
Deskside Support Technician
Allied Digital Services via Irvine Technology Corporation
06.2020 - 04.2021
Deskside Support Technician
Hyundai Capital/Allied Digital Services via Irvine Technology Corporation
04.2020 - 05.2020
Desktop Support Analyst
CAE via Robert Half Technology/Intricate Inc
10.2017 - 08.2019
Deskside Support Specialist
Triumph Group Industries via Nexus IT Group
08.2017 - 10.2017
Desktop Support Analyst
CAE via Signature Consultants
03.2016 - 04.2017
Help Desk Analyst
Computer Services Corporation via The Computer Merchants
08.2015 - 02.2016
Application Support Specialist
Calyx Software via Robert Half Technology
03.2015 - 06.2015
Desktop Site Support
Optum(Connextions) via Robert Half Technology
09.2014 - 02.2015
Desktop Support Analyst
CAE via Robert Half Technology
04.2014 - 05.2014
Application Support Specialist
Calyx Software via Robert Half Technology
04.2013 - 03.2014
Help Desk Specialist 1
T-Mobile via Experis Manpower
09.2012 - 03.2013
Device Technician
Enterprise Mobile via Pace Staffing
09.2011 - 12.2011
Technical Support Agent
Telvista Inc.
09.2010 - 02.2011
Associate of Science - Computer Network Systems
ITT Technical Institute
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