Daveran McCallum
Pittsburgh,PA
Summary
Experienced Systems Tech Support/Level 3 Support Specialist with 20 years of experience in Windows and Mac environments. Skilled in troubleshooting and correcting hardware and software issues on desktops, laptops, and smart devices. Proven track record in promoting customer satisfaction through effective communication and problem-solving. Strong leadership abilities and expertise in project management. Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs. Competent in the fields of customer service as well as support of desktop applications.
Overview
19
19
years of professional experience
Work History
Desk side Support Specialist / Help Desk Specialist
Independent Contractor
Pittsburgh, USA
01.2006 - Current
- Handled troubleshooting tasks to ensure optimal performance of personal and group PCs.
- Implemented corrective hardware/software repairs and reinstallation
- Handling various operating systems and communication software efficiently
Support Executive/Senior Technical Support
Pricewaterhouse Cooper
05.2023 - 10.2024
- Senior-most forward facing IT presence with colleagues and clients to the service desk window and liaison between clients and virtual tech support team
- Desk side support, PC and MacOS re-imaging via USB and PXE-boot, break-fix/swap of laptop shells and shipping to vendors for repair via UPS or FedEx
- On-site network printer monitoring and physical troubleshooting in collaboration with HP OSA print team as well as physical toner replacement and return shipping of used toner to vendors
- PC and Mac configuration for new hires, colleague and firm partner refreshes, requiring understanding of GlobalProtect VPN, encryption in Windows-based and Mac OS X environments, Google Docs, Outlook email setup, monitoring and inventory of PCs, replacement dates via ATS monitoring and inventory software
- Shipping of required PC's to other PwC offices as needed and receiving and imaging and configuration of PC's shipped to the local site for deployment
- ServiceNow ticket queue monitoring, creation and escalation when necessary to senior resolution teams
- Facility daily and monthly Conference and Training room Audio-Visual Health checks and reporting via Google Spreadsheets, requiring testing and verification of working Crestron or Cisco supported devices ensuring screens and pc interfaces are operational and creation of tickets for calls to vendors for service when needed
- Monitoring and replacement of Cisco VoIP phones, configuration and programming assistance to Firm Concierge Team as well as troubleshooting and shipping of phones needing repair to vendors
- Monthly physical PC inventory using scanners and recorded in Google spreadsheets, monitoring and re-imaging of PC's after termination and 30 day holds are lifted, physical network room assist to offshore network monitoring requiring troubleshoot and tracing of data connections between blades and switches
Support Executive/Technical Support Lead
Tata Consultant Services, contractor for Pricewaterhouse Cooper
06.2018 - 11.2020
- Lead forward facing IT presence with colleagues and clients to the service desk window and liaison between clients and offshore help desk
- Desk side support, PC and Mac re-imaging via SCCM, break-fix/swap of laptop shells and shipping to vendors for repair via UPS or FedEx, on site network printer monitoring and physical troubleshooting in collaboration with offshore network teams as well as physical toner replacement and return shipping of used toner to vendors
- PC and Mac configuration for new hires, colleague and firm partner refreshes, requiring understanding of McAfee encryption in Windows-based and Mac OS X environments, Google Docs, Lotus Notes email setup using notes ID’s, monitoring and inventory of pc replacement dates via ATS monitoring and inventory software
- Shipping of required PC’s to other PwC IT sites as needed and receiving and imaging and configuration of PC’s shipped to the local site for deployment
- Ticket queue monitoring, creation and escalation when necessary to senior resolution teams via Service Manager
- Facility daily and monthly Conference and Training room Audio-Visual Health checks and reporting via Google Spreadsheets, requiring testing and verification of working Crestron, motorized screens and pc interfacing are operational and creation of tickets for calls to vendors for service when needed
- Monitoring and replacement of Cisco VoIP phones, configuration and programming assistance to Firm Concierge Team as well as troubleshooting and shipping of phones needing repair to vendors
- Monthly physical PC inventory using scanners and recorded in Google spreadsheets, monitoring and re-imaging of PC’s after termination and 30 day holds are lifted, physical network room assist to offshore network monitoring requiring troubleshoot and tracing of data connections between blades and data ports, as well as router installs and connections
Systems Engineer/Support Executive
FountainGroup, contractor for Tata Consultant Services, contractor for Pricewaterhouse Cooper
03.2016 - 06.2018
- Deskside support, pc and mac re-imaging via SCCM, break-fix/swap of laptop shells and shipping to vendors for repair via UPS or FedEx, on site network printer monitoring and physical troubleshooting in collaboration with offshore network teams as well as physical toner replacement and return shipping of used toner to vendors
- PC and Mac configuration for new hires, colleague and firm partner refreshes, requiring understanding of McAfee encryption in Windows-based and Mac OS X environments, Google Docs, Lotus Notes email setup using notes ID’s, monitoring and inventory of pc replacement dates via ATS monitoring and inventory software
- Shipping of required pc’s to other PwC IT sites as needed and receiving and imaging and configuration of pc’s shipped to the local site for deployment
- Ticket queue monitoring, creation and escalation when necessary to senior resolution teams via Service Manager
- Facility daily and monthly Conference and Training rooms Audio-Visual Health checks and reporting via Google Spreadsheets, requiring testing and verification of working Crestron, motorized screens and pc interfacing are operational and creation of tickets for calls to vendors for service when needed
- Monitoring and replacement of Cisco Voip phones, configuration and programming assistance to Firm Concierge Team as well as troubleshooting and shipping of phones needing repair to vendors
- Monthly physical pc inventory using scanners and recorded in Google spreadsheets, monitoring and re-imaging of pc’s after termination and 30 day holds are lifted, physical network room assist to offshore network monitoring requiring troubleshoot and tracing of data connections between blades and data ports, as well as router installs and connections
- Also required forward facing presence with colleagues and clients to the service desk window and liaison between clients and offshore help desk
Level II Technical Assistance Analyst
Pomeroy IT Solutions, Contractor for Highmark
Pittsburgh, USA
05.2015 - 12.2015
- Was responsible for providing Level 2 Support via Phone and email for Fortune 500 healthcare insurance institution and external affiliates
- Scope of work included Windows 7 Enterprise, Altiris/Symantec Management Console, IBM/HP Desktops/laptops, also Surface Pro tablets running Windows with Microsoft Office / Outlook instruction, Mobile pass install, configuration and installation on Apple iOS and Android devices
- Work also included fielding user issues regarding VPN configuration and access, system server outage reporting and escalation, on-call coordination, lost file retrieval, assisted users with access request queries to security services, problem ticket creation using Service Now and HP Service Manager web apps
- Job description also required assistance of level 1 analysts with troubleshooting and call resolution
- Liaison for end-user and Level 3 Support during life of incident and request tickets
- Performed Account Maintenance as needed through Microsoft Active Directory
- Handled call volume between 20 to 40 per day
- Assisted users with problems by using Remote Assistance Desktop Software and also aided users in person when applicable
Technical & Media Specialist
Carlow University
Pittsburgh, USA
07.2012 - 11.2014
- Technical support for the school’s faculty, staff and over 3000 students, resident and commuter regarding hardware, software and smart device setup, configuration and instruction in overall proprietary software and system uses
- Requires initial diagnosis and troubleshooting and technology recommendations
- Use of Salesforce ticketing system to resolve escalated technology problems, Remote Desktop Connect, UltraVNC Viewer for remote desktop troubleshooting, as well as Active Directory for user and computer organization
- Support of printing services via SCCM and user profile on and off boarding and maintenance
- Desktop, laptop and printer configuration and implementation for Onboarding services via the use of Windows Deployment Service, and configuration in accordance with the school’s group policy requirements
- Hardware deployment and user instruction of current technologies
- Setup and operation of audio/visual equipment for requested meetings, seminars, congregations, etc
- Installation of peripherals, and Extron systems incorporating interaction between devices for conferencing solutions via Adobe Connect, and Skype apps
- Supported Dell, Lenovo, and Apple products
Technical Support Specialist
Ellucian, Contractor for Carlow University
Pittsburgh, USA
06.2012 - 07.2014
- Technical support for the school’s faculty, staff and over 3000 students, resident and commuter regarding hardware, software and smart device setup, configuration and instruction in overall proprietary software and system uses
- Requires initial diagnosis and troubleshooting and technology recommendations
- Use of Salesforce ticketing system to resolve escalated technology problems, Remote Desktop Connect, UltraVNC Viewer for remote desktop troubleshooting, as well as Active Directory for user and computer organization
- Support of printing services via SCCM and user profile on and off boarding and maintenance
- Desktop and laptop configuration and implementation for Onboarding services via the use of Windows Deployment Service, and configuration in accordance with the school’s group policy requirements
- Hardware deployment and user instruction of current technologies
Help Desk Analyst / PC Consultant
Pomeroy, contractor for PNC Bank
Pittsburgh, USA
01.2006 - 05.2008
- Was responsible for providing Level 1 / Level 2 Support via Phone and email for International financial institutions and external affiliates
- Scope of work included Windows XP, Network, IBM/HP Desktops running Windows XP with Office/Outlook / Novell Client / Lotus Notes Database instruction, including fielding user issues regarding public key access, forwarding email automatically to new address, linking files to Lotus Notes Databases, assisted users with access to email, Lotus Notes client configuration for new users, problem ticket creation for users who’s server certificate has expired, instruction on checking server time and date and verifying the server and workstation are both current, problem ticket creation for mail size increases, and forwarding all emails to another address, CICS, Windows NT, Citrix, VPN Support for Remote Users
- Handled call volume between 50 to 60 per day
- Assisted users with problems by using Remote Assistance Desktop Software and also aided users in person when applicable
- Configured and distributed NEW PCs for end-users
- Created / assigned / monitored Trouble and Request Tickets using InfoMan Help Desk Software
- Served as liaison between end-user and 2nd Level Support during life of trouble and request tickets
- Performed Account Maintenance as needed through Microsoft Active Directory
Education
Associate Program -
Miami - Dade Community College
Miami, Florida01.1988
Skills
- Proficient in Call Handling
- Failure resolution
- Debugging
- Data Collection
- Technical assistance
- Technical solution analysis
- Customer Relationship Management
- Trend Analysis
- Hardware troubleshooting
- Training and coaching
- Incident Management
- Ticket management
- Technical operations optimization
- Application support
- Technical lifecycle management
- Remote Support
- Knowledge management
- [Software] expertise
- Troubleshooting and diagnostics
References
References furnished upon request
Timeline
Support Executive/Senior Technical Support
Pricewaterhouse Cooper
05.2023 - 10.2024
Support Executive/Technical Support Lead
Tata Consultant Services, contractor for Pricewaterhouse Cooper
06.2018 - 11.2020
Systems Engineer/Support Executive
FountainGroup, contractor for Tata Consultant Services, contractor for Pricewaterhouse Cooper
03.2016 - 06.2018
Level II Technical Assistance Analyst
Pomeroy IT Solutions, Contractor for Highmark
05.2015 - 12.2015
Technical & Media Specialist
Carlow University
07.2012 - 11.2014
Technical Support Specialist
Ellucian, Contractor for Carlow University
06.2012 - 07.2014
Desk side Support Specialist / Help Desk Specialist
Independent Contractor
01.2006 - Current
Help Desk Analyst / PC Consultant
Pomeroy, contractor for PNC Bank
01.2006 - 05.2008
Associate Program -
Miami - Dade Community College
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