Thomas Schafer
Mauldin,SC
Summary
Results-oriented Desktop Support Engineer with [Number]+ 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
23
23
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
KEMET Electronics Corporation
2018.09 - 2022.12
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Streamlined IT support processes for quicker response times and improved user satisfaction.
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.
- Facilitated end-user training sessions on new software applications, increasing user adoption rates and improving overall productivity.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Configured hardware, devices, and software to set up work stations for employees.
Network Analyst
WindStream Communications / TekSystems contractor
2014.10 - 2015.06
- Build cloud based firewalls for the Managed Network Security customers
- Currently converting businesses from Cisco to Fortinet
- Working with Juniper, Cisco and Fortinet
- Project Team.
Technical Support
Regional Management Corporation / TekSystems
2014.02 - 2014.07
- Perform technical support for 300 branches in 8 states
- Troubleshoot and resolve issues with desktops, laptops, thin clients, XP and Windows 7
- Active Directory for new account setup and administration
- Windows server 2003 and 2008 – manage print servers and group policies
- Project Lead for printer rollout in 8 states.
Desktop Support Engineer
Southern Management Corporation / Acentron
2012.10 - 2013.11
- Provided branch support to 260 branches in 6 states
- Troubleshoot and resolve issues with desktops, laptops, XP, Windows 7
- Also responsible for resolving VPN issues from home office to branches
- Configured all routers for branches
- Active directory, Hyper-V and ESX VMWare
- Rollout thin clients to branches.
Desktop Support
TekSystems / Kemet Electronics Corporation
2010.09 - 2012.09
- Perform desktop support duties for Kemet Electronics Corporation
- Software and hardware installs and upgrades, ghosting, hardware break fix, problem determination
- Wireless Installs and Troubleshoot
- Windows NT, XP, Vista, Windows 7
- Install and configure Lotus Notes
- Troubleshoot both Simpsonville and Worldwide branches and personnel.
Education Technical Services
Greenville School District / Find Great People Contract
2010.08 - 2010.09
- Provide telephone support for 70,000 students and teachers in the Greenville, SC area
- Support printers, PC's, network issues, desktop (PC/Laptop) support issues, powerschool, powerteacher, helpdesk calls in general.
Network Support Engineer
Concentrix - Cisco Systems
2009.03 - 2010.06
- Support small to medium size businesses
- Troubleshoot and installations of routers, switches, camera’s, VPN tunnel’s, Voice over IP, Wireless setups and troubleshooting including Access Points, Bridges, range expanders
- Equipment includes UC500, ESW540, SA520, SGE2010, SRW2048, RV series routers, WRVS4400n, WAP200, WET610n, WRE54G, SPA9000 (PBX), SPA400, SPA9xx Series phones.
Desktop Support
SystemTec / Kemet Electronics Corporation
2006.02 - 2008.08
- Perform desktop support duties for Kemet Electronics Corporation
- Software and hardware installs and upgrades, ghosting, hardware break fix, problem determination
- Wireless Installs and Troubleshoot
- Windows NT, XP, Vista, Windows 7
- Install and configure Lotus Notes
- Troubleshoot both Simpsonville and Worldwide branches and personnel.
Lan Support Analyst
Teksystems/ExtendedStayHotels
2005.08 - 2006.02
- Coordinate outside support from MCI, Sprint, Remco with ExtendedStay Hotel Managers and technicians in order to Support field technicians for the software rollout of NightVision 2.1 at the Extended Stay Hotels in the USA
- Troubleshoot / determine problems with Nightvision software, network issues with PBX, HUBS, Routers
- Resolve issues.
Level 2 Support Analyst
Teksystems/Michelin North America and IBM
2000.01 - 2005.06
- Troubleshoot, setup and configure applications on Windows NT/XP platforms and across Novell networks in North America and Europe
- Setup and configure printers on Windows and Novell networks and across Mainframe, UNIX, VAX, AS400
- Troubleshoot hardware and software problems on Desktops, Laptops, dumb terminals, file servers, tape drives, network/local printers and Palm Pilots MS Office Suite, Lotus Notes, Ccmail, Internet Explorer, Netscape, Rumba, exceed, cuteftp
- Wireless File restores using ARCserve on Email and File servers
- Tools proficient with: ARCserve, Rconsole, Console1, NWAdmin, Web jet and Jetadmin, Tivoli Problem Management, Ipass and Pal, Marimba and DTA
Independent Contractor
Autecs
1999.09 - 2000.02
- Responsible for desk side support on an AS/400 in a PC Windows NT environment
- Troubleshoot handheld scanners for warehouse personnel
- Install software and troubleshoot installations
- Administration and troubleshooting of PC’s repair and upgrading – ISA and MC Macintosh Quadra 650, Iici – System 7.5
- Performed minor repair of HP LaserJets
- Installed and configured Token Ring cards ISA and MCA
- Utilized Tone Tracer (77 Series) when working with UTP wire and troubleshooting MAU problems
- Was responsible for installation and troubleshooting of Windows 3.1, MS Excel, MS Word, MS Access, PowerPoint, DOS 5.0, DOS 6.22.
Education
Associate of Science - Computer And Information Sciences
Lawrence Technological University
Southfield, MISkills
- Customer Service
- End-User Support
- Application Installations
- Remote Diagnostics
- Windows Operating System
- Incident Management
- Software Installation
- Virtualization Technologies
- Hardware Installation
- System Administration
- Hardware Diagnostics
- Issue Resolution
- Technical Support
Certification
CCNA
Timeline
Desktop Support Engineer
KEMET Electronics Corporation
2018.09 - 2022.12
Network Analyst
WindStream Communications / TekSystems contractor
2014.10 - 2015.06
Technical Support
Regional Management Corporation / TekSystems
2014.02 - 2014.07
Desktop Support Engineer
Southern Management Corporation / Acentron
2012.10 - 2013.11
Desktop Support
TekSystems / Kemet Electronics Corporation
2010.09 - 2012.09
Education Technical Services
Greenville School District / Find Great People Contract
2010.08 - 2010.09
Network Support Engineer
Concentrix - Cisco Systems
2009.03 - 2010.06
Desktop Support
SystemTec / Kemet Electronics Corporation
2006.02 - 2008.08
Lan Support Analyst
Teksystems/ExtendedStayHotels
2005.08 - 2006.02
Level 2 Support Analyst
Teksystems/Michelin North America and IBM
2000.01 - 2005.06
Independent Contractor
Autecs
1999.09 - 2000.02
Associate of Science - Computer And Information Sciences
Lawrence Technological University
CCNA
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