THURMAN J. ANDREWS
Fayetteville
Summary
Solutions-oriented IT Professional with 20+ years providing dynamic and business critical tier 2+ cost effective technical support and training services for local and remote data centers US wide to diverse, multiple level end users. Successfully performs the day-to-day maintenance of complex technical challenges in parallel with project planning and delivery of new high-performance technology. Demonstrated ability to interface and build key relationships with both business and technology groups to achieve targeted performance goals. Customer-focused leader who inspires teams through needs assessment, and effective listening and communication skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Desktop Support Technician
Dyopath
10.2022 - 12.2024
- Company Overview: Caterpillar
- Installing, physically moving, changing/upgrading, and disposing of computer hardware and software products
- Maintaining virus protection, OS service packs, general operations, and providing back-up and disaster recovery
- Handling prints queue issues
- Performing hardware and software break fix on computer equipment within our customer’s site
- Managing PC loaner program
- Managing the PC refresh for the office
- Other Duties as assigned
- Email (Office 365 Support)
- Coordinate with Hardware repairs with Vendors
- Maintain inventory of all client hardware for the client
- Utilize remote access tools to resolve issues
- Identifies and documents troubleshooting and or installation procedures as appropriate
- Re-image and Update systems (Deployments) to Windows 10 and Windows 11 (SCCM as a Patch deployment Tool)
- Managing tickets and task using the SNOW ticketing system
- Diagnosing complex hardware and software computer issues
- Working Daily using Active Directory
Desktop Support Admin. Specialist
Kuraray America, Inc.
02.2022 - 10.2022
- Managed and repair all software, hardware and network printing problems, including tracking and servicing repairs utilizing Service Now (SNOW)
- Support, Desktop Maintenance, Telephone systems (Cisco IP Phones) and Handheld Scanners
- Email (Office 365) Support
- Re-image and Update Systems (Deployments) to Windows 10 (SCCM as a patch deployment tool)
- Responsible for tracking and the inventory for new laptop and the Replaced laptops
- Coordinate with infrastructure and security teams on desktop/laptop software install requirements
- Coordinate’s hardware repairs with vendors
- Maintains an inventory of all client hardware for the entire company
- Identifies and documents troubleshooting and or installation procedures as appropriate
- Utilizes remote access tools to resolve issues as appropriate (VNC Viewer)
- Work with LAN Operations, Networking and Application groups as appropriate to determine and resolve problems received from clients
- Creating and managing network accounts using Active Directory
Site Administrator II
Altium Windows & Doors
03.2021 - 01.2022
- Company Overview: Insight Global
- Managed and repair all software, hardware and network printing problems, including tracking and servicing repairs utilizing (Service Support Desk)
- Support, Desktop Maintenance, Telephone systems (IP Phones), Handheld Scanners
- Email (Office 365) Support
- Re-image and Updated Systems (Deployments) to Windows 10 (SCCM as a patch deployment tool)
- Responsible for tracking and the inventory for new laptop and the Replaced laptops
- Coordinate with infrastructure and security teams on desktop/laptop software install requirements
- Coordinate’s hardware repairs with vendors
- Maintains an inventory of all client hardware for the entire company
- Identifies and documents troubleshooting and or installation procedures as appropriate
- Utilizes remote access tools to resolve issues as appropriate (Team Viewer)
- Works with Helpdesk, LAN Operations, and Networking and Application groups as appropriate to determine and resolve problems received from clients
- Insight Global
Desktop Support Specialist
VF Corporation
01.2021 - 03.2021
- Company Overview: Tek Systems
- Support, Desktop maintenance, telephone systems (IP Phones) as well as assistance with vendor referral
- Managed and fixed all software and hardware problems, including tracking and servicing repairs utilizing (Service Now)
- Re-imaged and Redeployed iPads and iPhones for The Retail stores that the VF Corporation Supported (Vans, Timberland, Icebreakers) using Apple Configurator
- Re-imaged and Updated Systems to Windows 10
- Responsible for tracking and the inventory of the iPads and the laptops for shipping and disposals
- Tek Systems
IT Technical Support
LabCorp
11.2020 - 12.2020
- Company Overview: Tek Systems
- Managed and fixed all software and hardware problems, including tracking and servicing repairs utilizing (Service Now)
- MS Outlook Support and Active Directory access, (unlocking accounts, changing password and file folder permissions) on laptop and Desktop systems
- Re-imaging, Updated Systems to Windows 10
- Tek Systems
Network Support Specialist 1
Goodwill Industries
07.2019 - 04.2020
- Delivery and support of enterprise and technology and infrastructure systems
- Support, Server/Desktop maintenance, telephony systems, as well as assistance with vendor referral
- Performed routine IT projects that required managing project change requests issues and risks, including maintaining the actual progress with the original project plan, and tracking/spending against the budget and communication status to all key stakeholders
- Managed and resolve all software and hardware problems
- Assist Clients with Software and Hardware issues
- Provide on-site or remote Technical Support (Radmin Viewer)
- Trouble shooting POS System issues (Cash Registers at the Store locations)
- Identify log and Resolve Technical problems via Ticketing System
- Trouble Shooting Network issues
- Trouble shooting Printer issue and Telephone system issues
- Trouble shooting Customer Care Card’s and Gift card using the Counterpoint software admin tools
- Maintaining Technical Documentation in association with functional of the departments
- Troubleshooting Mobile Device issues
- Managed Windows Active Directory
Computer Sales Associate
Best Buy
09.2018 - 07.2019
- Engage customers using selling skills to build complex connected in a fast-paced dynamic environment where the customers feel supported and leave delighted
- Inspire customers by showing them what is possible with Technology
- Maintain the department’s merchandising and readiness to serve the customers
- Knowledge of computer technology and various computer systems (Tablets, laptops, desktops, Printers and computer components and accessories)
- Extremely familiar with the Best Buy point of sale software platform
- Strong customer service skills
- Energetic and knowledgeable about products
Desktop Support Specialist
HCL America
02.2018 - 03.2018
- Company Overview: Blue Cross Blue Shield
- Support internal customers and remote users on individual programs with hardware/software (Windows 7, Windows 10) for all company wired/wireless laptops, desktops, workstations, printers and all other computer peripherals, and remotely assisted clients using Remote Control Software
- Installed memory cards, video cards, NIC cards, system boards and other hardware for laptops an desktop workstations
- Managed and fixed all software and hardware problems, including tracking and servicing repairs utilizing Service Now)
- MS Outlook Support and Active Directory access, (unlocking accounts, changing password and file folder permissions) on laptops and Desktop systems
- Blue Cross Blue Shield
Help Desk Specialist 2
SINCERLY YOURS
09.2016 - 11.2017
- Company Overview: Remote
- Provide Technical assistance and support for incoming queries and issues related to computer hardware and software
- Respond to queries by telephone are Remote software
- Maintain Computer systems daily
- Remote
IT Client Delivery Analyst
BB&T
08.2015 - 11.2015
- Company Overview: Wilson, NC
- Provided internal customer IT software and hardware support, as well as delivered individual programs on laptop/hardware support, desktops workstations, printers and all other computer peripherals
- Managing on going IT Projects regarding New Bank Branches opening and closing
- Supporting vendors with IT Equipment installs and configures for various bank branches
- Provide technical expertise for the designing, planning, testing and implementation phases of Client/Server projects as assigned by the Client/Server Management
- Provide a support role in team’s efforts related to the successful implementation of Client/Server systems into production while following BB&T standards and procedures
- Effectively be able to create and maintain relationships with key support partners, line of business representatives and vendors
- Successfully support the implementation of complex medium to large scale enterprise projects
- Help team with the development of improvements
- Under limited supervision, lead efforts in investigating, evaluating and incorporating best practices based on knowledge of environment
- Support efforts related to branch opening and working with vendors to make sure the correct IT Equipment, computers and peripherals are configured and delivered
- Support the Second level technical support of Client systems in the providing of expert problem analysis and resolutions
- Work with vendors and contractors on and off-site to ensure project completion
- Supervises assigned projects performed by vendors
- Wilson, NC
IT Operations Manager
International Society of America (ISA)
01.2012 - 06.2015
- Company Overview: Raleigh, NC
- Provided internal customer IT software and hardware support, as well as delivered individual programs on laptop/hardware support, desktops workstations, printers, and all other computer peripherals
- Ensured all computer laptops and desktop repairs on various computer systems (Dell Desktop/Laptops, and Lenovo Laptops)
- Tracked repairs, installations, and service via IT Help ticketing system for 60 users
- Performed routine IT projects that required managing project change requests issues and risks, including maintaining the actual progress with the original project plan, and tracking/spending against the budget and communication status to all key stakeholders
- Managed and maintained Windows 2000/XP/ Window 7 based network, providing backup and network administration services, virus/spyware protection, user account management and system security
- Managed and maintained all company software programs and their licensing (Microsoft and Adobe)
- Installed and maintained network and server hardware and software; maintained LAN hardware, network nodes, and wiring, diagnoses and corrects network and system related problem
- Kept abreast of innovations in LAN, office automation, and computing products, evaluating how they apply to ISA needs and recommending appropriate changes
- Monitored server issues and including adding and configuring users, folders, file permissions (folders), and password issues, etc
- Managed Windows Active Directory
- Troubleshoot Network problems
- Lead contact for Conference room support including Equipment setup and Projector inventory
- Smart Phone configuration
- Created email accounts and oversaw problems for permissions issues, monitoring using Web Sense email security/MX Logic, and configuration utilizing Microsoft Exchange 2003 & 2010
- Managed the corporate Dell phone account and provided technical support for all cell phone, iPad devices, corporate telephone (desk phones), voice mail, fax, speakerphone, and copier systems
- Managed the company’s website domain renewals through Network Solutions and GoDaddy.com
- Supervised and worked with vendors and contractors on/offsite to ensure successful project completion
- Worked with Users on the phone and worked on issues remotely
- Raleigh, NC
Desktop Support Administrator
Teleflex Medical
04.2008 - 10.2011
- Company Overview: Research Triangle Park, NC
- Supported internal customers and individual programs with hardware/software (Windows XP, Windows 7) for all company wired/wireless laptops, desktops, workstations, printers and all other computer peripherals, and remotely assisted clients using LANDesk Software
- Installed memory cards, video cards, NIC cards, system boards and other hardware for laptops and desktop workstations
- Managed and fixed all software and hardware problems, including tracking and servicing repairs utilizing Remedy ticketing system
- Lead contact for Siemens phone issue and Siemens phone configurations (Display name changes, Voice mail setups etc.) at all the Teleflex locations (Haslet, Kenosha, and Mansfield)
- Configured and set up MS Outlook 2003 and Active Directory (unlocking account, Changing password} on laptops and Desktop systems
- Worked as The Lead Technical coordinator on the End of Lease computer renewal program from 2009-2010
- Research Triangle Park, NC
Education
Computer Technology - Computer And Information Systems
ECPI Technical College
Raleigh, NC12.1995
Computer Science Credits/Courses -
North Carolina A&T University
Greensboro, NC01.1987
Skills
- Strategic & Performance Analysis
- System Development Life Cycle
- Multi-Site Management
- Troubleshooting/Problem Resolution
- Remote Data Center Support
- Process Improvement
- Cross-Functional Team Leadership
- Cost Effective/On Time Delivery
- Application Deployment
- Mentoring & End User Training
- Oral & Written Communication
- Contingency Planning
- Microsoft NT
- XP
- Vista
- Windows 7
- Windows 7 64 Bit
- Windows 10
- Windows 11
- Office 97
- Office 2000
- Office 2003
- Office 2007
- Office 2010
- Office 2013
- Office 365
- Lotus Notes
- Outlook 2003
- Outlook 2007
- Outlook 2010
- Outlook 2013
- Outlook 2016
- Outlook 2019
- IBM MVS
- Remedy
- ServiceNow
- Vantive
- SAP
- Adobe
- Group Wise
- Foot Print
- Workplace Tech
- Dame Ware
- Cisco Clean Access
- Cisco VPN
- Visio
- Sonic Wall
- SharePoint
- SCCM
- Team viewer
- Bit locker
- Air watch
- Smart phone configuration
- Novell
- Cisco
- VPN
- Avaya
- DNS
- DHCP
- IP Addresses
Websites
Technical Core Competencies
A+ Certification, Network+ (Currently Pursuing), Dell Certification, Microsoft NT, XP, Vista, Windows 7, Windows 7 64 Bit, Windows 10, Windows 11, Office 97, Office 2000, Office 2003, Office 2007, Office 2010, Office 2013, Office 2016, Office 2019, Office 365, Lotus Notes (4.6, R5, R6), Outlook 2003, Outlook 2007, Outlook 2010, Outlook 2013, Outlook 2016, Outlook 2019, IBM MVS, Remedy, ServiceNow, Vantive, SAP, Adobe (CC Versions), Group Wise, Foot Print, Workplace Tech, Dame Ware, Cisco Clean Access, Cisco VPN, Visio (2000, 2003, 2007), Sonic Wall, Service Now, SharePoint, SCCM, Team Viewer, Bit Locker, Air Watch, Smart Phone Configuration, Novell, Cisco, VPN, Avaya, DNS, DHCP, IP Addresses
Certification
CompTIA A+, Dell certified technician
Timeline
Desktop Support Technician
Dyopath
10.2022 - 12.2024
Desktop Support Admin. Specialist
Kuraray America, Inc.
02.2022 - 10.2022
Site Administrator II
Altium Windows & Doors
03.2021 - 01.2022
Desktop Support Specialist
VF Corporation
01.2021 - 03.2021
IT Technical Support
LabCorp
11.2020 - 12.2020
Network Support Specialist 1
Goodwill Industries
07.2019 - 04.2020
Computer Sales Associate
Best Buy
09.2018 - 07.2019
Desktop Support Specialist
HCL America
02.2018 - 03.2018
Help Desk Specialist 2
SINCERLY YOURS
09.2016 - 11.2017
IT Client Delivery Analyst
BB&T
08.2015 - 11.2015
IT Operations Manager
International Society of America (ISA)
01.2012 - 06.2015
Desktop Support Administrator
Teleflex Medical
04.2008 - 10.2011
Computer Technology - Computer And Information Systems
ECPI Technical College
Computer Science Credits/Courses -
North Carolina A&T University
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