Jamie Gerald
MIDLOTHIAN,VA
Summary
Experienced with providing comprehensive technical support for desktop systems. Utilizes problem-solving skills to diagnose and resolve hardware and software issues efficiently. Knowledge of network configurations and system maintenance to ensure optimal performance.
Overview
13
13
years of professional experience
Work History
PC Refresh Technician
Quantum Technology Services
Richmond, VA
02.2025 - Current
- Demonstrated commitment to customer satisfaction by attentively addressing end-user concerns and implementing their feedback into future PC refresh procedures.
- Developed customized solutions for unique user requirements while maintaining compliance with company policies and industry standards.
- Completed comprehensive documentation of each workstations' specifications before and after the refresh process, maintaining an organized record for future reference.
- Streamlined workstation setup procedures, expediting deployment of refreshed PCs for end-users.
- Contributed to overall project success with effective time management skills and prioritization of tasks.
- Safeguarded sensitive data by adhering to strict security protocols during the transfer and disposal of old equipment.
- Maximized system performance by conducting thorough diagnostics and identifying necessary upgrades.
Desktop Support Technician Tier 2
Apex systems/ Department of Behavioral Health and Development Services
Richmond, VA
10.2024 - 01.2025
- Act as a first point of contact for providing technical support to all areas within the organization
- - Provide telephone walk-in and e-mail support to the Help Desk Field\Faculty\Staff Help Desk as needed
- - Accurately document request history and work in Help Desk Ticketing System documentation of efforts through the ticketing and inventory management systems
- - Installation configuration set up and maintenance setup of desktop and laptop computer hardware and software for faculty staff
- - Triage and route advanced second and third tier requests to the appropriate technical personnel
- - Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services software systems engineers and application developers
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Ensured seamless connectivity between devices by administering various networking components such as switches, routers, firewalls, and wireless access points.
IT Distribution Center Support
Vitamin Shoppe Distribution Center
Richmond, VA
07.2024 - 10.2024
- Respond to, resolve and close Distribution Center end-user IT service requests based on published procedures and policies
- Install, test and support computer peripherals such as laser printers and the device drivers required to access and operate the same
- Configure, test, deploy and support warehouse-based end-user technology (e.g., RF guns, mobile terminals, thin client stations, wireless/tethered scanners, label printers, etc.)
- Tag all end-user IT assets, active and stored, and maintain inventory documentation
- Maintain warehouse-based IT storage area clean and always organized
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Sr. Desktop Support Engineer Tier 4
Office of the Attorney General
04.2022 - 03.2024
- SCCM patching – Microsoft security updates, Patch Tuesdays with CAB
- Air-watch administration – Monitor, update, and manage iPhone iPad assets
- Solarwinds ticketing – Tracked user incidents, problem tickets and requests via a queue system
- Intune asset management – Remote control PC’s, deploy and install software across multiple PC on a network
- Inventory management specialist – Created the standing receiving and disposal process in accordance with DGS and DOD security standards
- A/V specialist - Event sound, Meeting sound and, Live-stream (Pearl mini - YouTube and Facebook live-streaming Mange and troubleshoot Crestron Projection/Sound systems
- Onboarding and separating users' assets and permissions in Active Directory and other associated programs
- Deploying, managing, and troubleshooting iPhone and iPad products
- Support multiple sites exceeding 50 miles
- Address trouble tickets escalated from other tiers
- Assist end users in person and remotely via Go-to Assist and Share screen in Teams
- Strong experience Konica/Xerox Multi-functional copiers – diagnostics, troubleshooting, repairs
- Wiping, staging, and imaging laptops, iPhones and iPads for redeployments
- Displaying civility, grace, and patience when dealing with disgruntle end-users
- Lead in projects delegated by upper management to ease the weight of their workload
- Served as a liaison between end-users and other IT departments during major projects or initiatives.
- Conducted thorough testing of new software releases before deployment, identifying potential issues before they impacted users'' workflow.
Systems Infrastructure Engineer/Break Fix
DSD Partners/ Hays Inc.
11.2021 - 03.2022
- Troubleshoot and resolved tier 1 and tier 2 break fix issues
- Utilized JIRA as incident reporting & ticketing system
- On boarded users - Set up users new to the company with brand new laptops and any other essential equipment
- Installed and configured all requested and authorized software conducive to the incoming users job department and job description
- Allowed accesses and granted permissions to users in their perspective domain groups
- Off boarded users - Received returning assets from outbound users
- Disabled all accesses to domain
- Deactivated all user account and subscriptions
- Updated inventory database accordingly - using Access
- Assisted with resetting Servers and enabling VPN Tunnels
Desktop Support Lead
Conduent/NSC Global/Worldwide Tech
Richmond, Virginia
03.2019 - 01.2022
- Set up workstation for end users and insure the applications and functional in a timely manner
- Troubleshoot and resolved trouble tickets related to technical difficulties with hardware, software, and the network
- Re-installed and configured applications after data transfer
- Reimaged current employee's computers using Clone deploy software
- Responsible for maintaining the copier machine in good condition by performing regular maintenance
- Remoted into computers to check settings and resolved issues with Conduent approved software called 'LogMeIn'
- Maintained inventory of 800+ assets
- Set up users for Work from Home scenarios
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Facilitated communication between technical staff and end-users to identify root causes of problems and implement effective solutions.
Desktop Support Tier 1
VA Dept. of Taxation
Richmond, VA
03.2017 - 03.2019
- Oversee the daily performance of computer systems
- Answered user inquiries regarding computer software or hardware operation to resolve problems
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
- Confer with staff, users, and management to establish requirements for new systems or modifications
- Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
- Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities
- Used SCCM to push software to workstations requiring installations
Desktop Support/Sr. Asset Management Specialist
DuPont/Spruance
Richmond, Virginia
09.2015 - 12.2016
- Received assets, moving equipment within a site, staging equipment for build/image activity
- Provide technical support to clients as part of pre-deployment asset discovery
- Executed the replacement activity, updating the asset management system to reflect the activity and preparing the replaced asset for disposition
- Provide laptop refresh for DuPont/Spruance throughout the southeast region
- Provided resources and technical assistance for migrating data-including, hardware environment refreshes, storage reclamation, consolidation and other key infrastructure initiatives
- Conducted physical inventory audits of technology assets and manages
- IT asset life cycle
- Tracked IT asset location, configuration and historical information
- Tracked software and hardware usage for reallocation and contract negotiation
- Multi-tasked balancing projects and user requests
- Maintained Asset Management Database with necessary changes, moves and additions from emails and service tickets in Remedy
- Entered equipment acquired from vendors into DSOM database using WASP
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
- Meet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems
- Led project teams within business to meet team metrics, cycle counts and wall-to-wall inventory requirements.
- Conducted regular audits of physical assets, identifying areas for improvement and recommending appropriate actions to maximize value retention over time.
Copier Technician
Southern Copier
Hanover, VA
08.2014 - 09.2015
- Performed the responsibilities of testing and running copier to ensure proper functionality of the machine
- Responsible for maintaining the copier machine in good condition by performing regular maintenance
- Trained users the correct way to operate the copy machines
- Lay cable and hook up electrical connections between machines, power sources, and phone lines
- Travel to customers' stores or offices to service machines or to provide emergency repair service
- Repair, adjust, or replace electrical or mechanical components or parts, using hand tools, and power tools
- Disassemble machines to examine parts, such as wires, gears, or bearings for wear or defects, using hand or power tools and measuring devices
- Outward Associate Certification (Konica Minolta)
- Coordinated closely with other members of the service department to ensure seamless communication between teams when addressing complex problems or high-priority cases.
- Served as a subject matter expert within the team, regularly offering guidance and advice to junior technicians on best practices and troubleshooting techniques.
- Provided exceptional customer support, patiently explaining technical issues to non-technical clients while offering solutions tailored to their specific needs.
- Updated and replaced outdated drivers and software for computers and office machines.
Desktop Support Technician
U.P.S. Freight-Contractor
05.2013 - 11.2013
- Obtained profile information and application list from end users utilizing exceptional soft skills
- Installed operating systems utilizing imaging software
- Assign workstations to end users and update inventory
- Migrated data and profile information remotely via admin share
- Installed and configured all applications pertinent to daily work functions and specific to each department
- Deployed workstations and educate end user on new functions
- Followed up to confirm a successful migration and all is functional
- Updated Active Directory to ensure equipment accountability
- Migrated all files, folders, and applications from Windows XP systems to Windows 7 systems
Desktop Support Tech
Revolution Technologies
Richmond, Virginia
09.2012 - 03.2013
- Install and configure SMS client and IDM thick client to allow network pushes
- Set up workstation for end users and insure the applications and functional in a timely manner
- Educated end users on the features and functions of their new equipment
- Migrated all files, folders, and applications from Windows XP systems to Windows 7 systems
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Provided exceptional customer service, resolving a high volume of helpdesk tickets within established timeframes.
- Successfully onboarded new employees by setting up workstations, peripherals, and profiles while providing comprehensive training on company software applications.
- Facilitated seamless migrations to new operating systems, minimizing disruptions to workflows.
Education
Associate of Applied Science - Computer And Information Sciences
ECPI University
Greensboro, NC12-2006
Skills
- Remote desktop support
- Software installation
- Network connectivity
- Hardware troubleshooting
- Device configuration
- Printer support
- Incident management
- Backup and recovery
- Asset management
- Data migration
- Hardware upgrades
- Mobile device management
Timeline
PC Refresh Technician
Quantum Technology Services
02.2025 - Current
Desktop Support Technician Tier 2
Apex systems/ Department of Behavioral Health and Development Services
10.2024 - 01.2025
IT Distribution Center Support
Vitamin Shoppe Distribution Center
07.2024 - 10.2024
Sr. Desktop Support Engineer Tier 4
Office of the Attorney General
04.2022 - 03.2024
Systems Infrastructure Engineer/Break Fix
DSD Partners/ Hays Inc.
11.2021 - 03.2022
Desktop Support Lead
Conduent/NSC Global/Worldwide Tech
03.2019 - 01.2022
Desktop Support Tier 1
VA Dept. of Taxation
03.2017 - 03.2019
Desktop Support/Sr. Asset Management Specialist
DuPont/Spruance
09.2015 - 12.2016
Copier Technician
Southern Copier
08.2014 - 09.2015
Desktop Support Technician
U.P.S. Freight-Contractor
05.2013 - 11.2013
Desktop Support Tech
Revolution Technologies
09.2012 - 03.2013
Associate of Applied Science - Computer And Information Sciences
ECPI University
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