DERRICK AVINGER
Brockton,MA
Summary
Solutions-focused professional with 20+ Years' experience providing rapid and client focused technical support to thousands of users; demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety of operating systems, applications, and hardware. Proven ability to master new tools and technologies quickly.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
MBTA
06.2015 - Current
- Provide phone support assisting approximately 4000 users with multifactor authentication issues, creation of shared mailboxes, calendars, and Active Directory accounts and resetting passwords as needed.
- Create Microsoft Office 365 mailboxes and assign appropriate license, generate onsite Exchange mailboxes, distribution lists and shared mailboxes.
- Assist with setup of Microsoft Intune, create, and troubleshooting VPN accounts. assist with installation of RSA app on mobile devices. modify accounts using RSA Security Console.
- Assist in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
- Manage critical incidents effectively under high-pressure situations while maintaining professional communication with affected parties.
- Maintain detailed documentation of all help desk interactions for future reference and analysis.
- Increase first-call resolution rates with thorough troubleshooting and problem-solving skills.
Technical Support Analyst
Simplicate
09.2012 - 08.2014
- Provided day-to-day support for client desktop-computing issues, all-in-one printers, and laptops on-site and remotely using VMware View Administrator
- Imaged and configured desktops and laptops for new hires; created accounts for enterprise and business area applications
- Installed and supported Windows 7, Windows 8, MS Office 2003 and 2010 as well as departmental business applications
- Updated computer systems for clients throughout the northeast
- Performed hardware replacements as equipment became defective or obsolete
- Worked with clients during relocation of network and PC equipment
- Maintained accurate PC, printer, software, and LAN equipment inventory through inventory tracking software and vendor services
- Participated in development and maintenance of departmental procedures
- Logged all calls using Revelation Help-desk Ticketing System.
Desktop Support Specialists
Disability Determination Services
03.2006 - 08.2012
- Provided front line technical support for staff of 500+ in Boston office
- Enhanced system performance by implementing regular software updates and hardware maintenance.
- Imaged and configured desktops for new hires using Windows XP, 7, and 8
- Installed, configured, and repaired desktop computers, printers, and peripherals
- Maintained and performed inventory using Access Database
- Coordinated with vendors for service calls on equipment repair and software resolutions
- Assisted in updating of reference data files for IBM AS400
- Supported MS Office, IBM 3270 terminal emulation, AS400, and various interfacing subsystems, such as printing and Imaging Servers, Outbound Fax servers, and Veritas back-up.
Education
High school or equivalent - General
Boston Technical
Boston, MASkills
- Remote Technical Support
- Customer Support
- Network Troubleshooting
- Hardware upgrades
- Application support
- Onboarding
- Microsoft Office365
- Microsoft Intune
- Microsoft Azure
- Service Now Ticketing system
- RSA Security console
- Exchange admin Center
- Technical issues analysis
- LAN/WAN
Certification
- [Computer Repair], [Computer Processing Institute]
- A+
Timeline
Help Desk Analyst
MBTA
06.2015 - Current
Technical Support Analyst
Simplicate
09.2012 - 08.2014
Desktop Support Specialists
Disability Determination Services
03.2006 - 08.2012
High school or equivalent - General
Boston Technical
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