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Kevin Dickson

Kevin Dickson




Desktop Support Technician

-Provided a single point of contact for end-users to receive support and maintenance within the organization’s desktop computing environment. This included installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation
-Troubleshot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provided end-user assistance where required. Performed on-site analysis, diagnosis, and resolution of complex desktop problems, recommended and implemented corrective solutions, including off-site repair for remote users as needed.
-Ensured efficient operation of the company’s computing environment. Ensured that physical connections (Ethernet jacks, telephone modem jacks, connections between PCs and servers, switches, etc.) were in proper working order.
Prepared, maintained, and upheld procedures for logging, reporting, and statistically monitoring of desktop operations. Developed and maintained an inventory of computers and equipment and accurately documented instances of desktop equipment or component failure, repair, installation, and removal.
-Conducted research on desktop products in support of PC procurement and development efforts. Evaluated and recommended products for purchase. Assisted in developing long-term strategies and capacity planning for meeting future desktop hardware and application needs such as upgrading to Windows 7 and Office 2010/2013.
-Maintained and updated Windows 7 images using WDS.
-Setup and maintained a virtual network through Hyper-V for the use of testing and deploying patches.

Career medium 03
Career medium 02


Help Desk Analyst

-Provided 80% phone and 20% on-site support for sales and staff using Track-It, Dameware and Remote Desktop.
-Provided extensive troubleshooting for MS Office connectivity issues.
-Troubleshot MS Outlook connectivity issues and PST related problems; troubleshot Exchange issues when necessary.
-Troubleshot wireless Internet network set-up for laptops.
Troubleshot computer hardware consisting of DELL desktops and laptops.
-Provided Internet connectivity support.
-Troubleshot Blackberries, applications, and provided user training.
-Reset Active Directory passwords for users who were locked out.


McNeil Pharmaceuticals

Service Order Coordinator

Member of a four person help desk team with full responsibility for coordinating I.T. request and help desk related issues for a multi-national company with a user base of five thousand. Participated in a rotating shift to support the production floor 24/7.
Approve all hardware and software requests, shared drive access, new user creations, PC moves, telecom requests, and blackberry orders, per company policy.
Performed general help desk support which included resetting passwords, hardware and software issues, network troubleshooting, and email. Escalated emergency issues as needed to the appropriate team such as level two technicians and data center operations.
Performed general user administration for systems such as SAP, AS400, and Lotus Notes accounts.
Coordinated the efforts of all service providers to ensure they had all required information before receiving request. Contacted user with any change and updated request.
Performed backup and restore requests using Symantec backup exec.
Entered, modified, resolved all requests that came through via email, phone, and web

Career medium 06

DeVry University

Technical Management

Itt Technical Institute

Computer Networking Systems