Tyrone Howard
Dallas,TX
Summary
Desktop/Helpdesk/Network Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.
Overview
8
8
years of professional experience
Work History
Helpdesk Support Engineer
Net Inc
07.2023 - 03.2024
- Diagnosed and resolved hardware and software issues reported by end-user, whether on phone or in person
- Install and configure computer hardware, software, systems, networks, printers
- Mobile Device Management with laptop and cell phone and tablets
- Diagnosed, and resolved technical issues related to hardware, software, network connectivity
- Build out new / existing user new desktop or laptop computer complete with all software that user might need
- Attend to break/fix engagement as required by Management for technology related problems and issues received from both internal and external clients
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to appropriate internal team
- Identify and suggest possible improvements on procedures
- Setup Different account and roles using azure.
Desktop Support
Lucid
04.2018 - 07.2023
- Serve as initial point of contact for end users requesting desktop support
- Identify and fix end-user-experienced technical hardware and software problems
- Assist users with installation and configuration of software on their computers
- Assist with hardware by diagnosing and resolving problems with computers, laptops, printers, peripherals, and other IT devices
- Help with basic network connectivity problems, such as Wi-Fi setups, VPN setup, and network printer connectivity
- Create user-friendly material or hold training sessions to teach end users how to reset passwords, utilize software, and configure systems
- Provide each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintain inventory of all equipment, software and software licenses
- Provided customer support and technical support to 50-60 customers daily.
Help Desk Analyst
Trinity Industries
01.2016 - 12.2018
- Acted as first point of contact for customers who needed technical support across variety of channels, including phone, email, or in-person
- Provided excellent customer service by promptly acknowledging and resolving or escalating user requests and incidents
- Investigated, diagnosed, and resolved technical issues related to hardware, software, network connectivity, and other IT-related concerns
- Utilized knowledge base articles, standard operating procedures (SOPs), and technical documentation to troubleshoot problems and provide accurate solutions
- Managed user accounts, password resets, and access permissions based on defined security policies and procedures
- Provided support for software applications, including installation, configuration, and troubleshooting
- Handled Tier 1 and sum 2 help desk tickets
- Provided basic end-user troubleshooting and desktop support
- Used ticketing systems to manage and process support actions and requests.
Desktop Support Engineer
Lockheed Martin
05.2017 - 12.2017
- Served as initial point of contact for end-users seeking technical assistance via various communication channels such as phone, email, or ticketing systems
- Logged and prioritized incidents reported by end-users in a ticketing system
- Gathered detailed information about reported issues, perform initial analysis to diagnose root cause, and provide timely updates
- Investigated, diagnosed, and resolved technical issues related to hardware, software, network connectivity, and other IT-related concerns
- Guided users through step-by-step instructions and perform remote desktop assistance when required
- Provided support for software applications, including installation, configuration, and troubleshooting
- Assisted with hardware-related issues, such as desktops, laptops, printers, and peripherals
- Maintained accurate records of user information and ensure compliance with data protection regulations
- Provided first line of technology support via phone, email, instant messaging, and ticketing system.
Help Desk Analyst
Ulterra
10.2016 - 05.2017
- Gathered thorough data on difficulties that were reported, carried out preliminary research to determine source, and delivered timely updates
- Examined, identified, and fixed technical problems with hardware, software, network connectivity, and other IT-related issues
- Kept complete records of user data and made sure that data protection laws were followed
- Assisted with IT asset tracking, inventory management, and procurement processes
- Developed and updated user-friendly documentation, knowledge base articles, and FAQs to enhance self-service options for end-users
- Responsible for providing helpdesk support to 1,000+ end users in North America as well as overseas
- Provided first line of technology support via phone, email, instant messaging and ticketing system
- Provided mobile device support by setting up VPN's on iOS based devices.
Education
Bachelor of Science - Business Administration
Universal of Colorado of Denver
Denver, United States06.2010
Associate of Science - Information Technology
Brooks College
Long Beach, CA03.2006
Skills
- Desktop Technical Support
- Help Desk Support
- Software install/uninstall
- Network Administration
- ITIL Framework Understanding
- Printer troubleshooting
- IT Infrastructure Support
- Network Administration
- Desktop & Network Security
- Software Installation
- Network Troubleshooting
- Hardware Troubleshooting
- Patch Management
- System Administration
- Inventory Management
- Remote Desktop Support
- Telephony Systems (Cisco, Polycom, Zoom, Ring Central)
- Networks Configuration: Servers, Routers, , LAN Technology, Fiber Optics
- Operating Systems: XP, 7, 8, 10, Windows servers, MAC OS 365
- Application: Database System Experience with SQL, TCL/IP,HTML, CSS Microsoft Office(Word, Excel, Outlook, Access) Adobe Reader/Acrobat
- Design Application: Adobe Photoshop, Premiere Pro, Lightroom, Final Cut Pro, Illustrator
- System Tools: Microsoft System Center Configuration Manager, Windows Intune, Citrix, Active Directory, VMware, Remote Desktop, Windows Remote Window Autopilot, Desktop, VNC Virtual Network Computing (Azure)
- Ticketing Tools: ServiceNow, Remedy Zendesk, Connect Wise, Bomgar
Timeline
Helpdesk Support Engineer
Net Inc
07.2023 - 03.2024
Desktop Support
Lucid
04.2018 - 07.2023
Desktop Support Engineer
Lockheed Martin
05.2017 - 12.2017
Help Desk Analyst
Ulterra
10.2016 - 05.2017
Help Desk Analyst
Trinity Industries
01.2016 - 12.2018
Bachelor of Science - Business Administration
Universal of Colorado of Denver
Associate of Science - Information Technology
Brooks College
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