Paul Busby

Experience

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  UPS

  Jul 2008 - Jun 2015

  •MCP, Network +, and CompTIA A+ certified professional with 4+ years of help desk experience providing software, hardware, client/server, and networking technical support. • Highly skilled in responding to tickets generated by users in a timely manner. Demonstrated strengths in rapidly diagnosing, troubleshooting, and resolving client issues.• Consistently praised for communicating effectively with both technical and non-technical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.• Hands-on experience in responding, tracking, and following up to telephone, emails, and end-user requests for support Show less

  • IT Technician/ Help Desk Support

    Jul 2008 - Jun 2015

  • Operational Supervisor

    Jul 2008 - Jun 2015

  • Human Resources Supervisor

    Jul 2008 - Jun 2015
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  Home PC Upgrade

  Nov 2010 - Dec 2011

  Field Technician

  Build computers from ground up, upgrade and install computers, drivers and operating systems;Install memory, expansion cards; ticketing software, replace motherboards, configure switches and routers, pingIP addresses, set up wireless connections

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  Data Solutions Technologies

  Apr 2011 - Oct 2012

  Help Desk Support

  Assist with Government Technical problems with the Prince Georges Government, upgrade and install computers, drivers and operating systems; Install memory, expansion cards; ticketing software, replace motherboards, configure switches and routers, ping IP addresses, set up wireless connections

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  Society of Human Resource Management at Morgan State University

  Mar 2012 - Jan 2014

  Service Desk Technician

  • Essential hardware support for laptops, Desktop personal computers, printers and for monitors in the company. • Configuration of hardware devices, testing new software and designing structure of the network. • Remotely support teleworkers/ international employees, voice (VoIP) networks and multiple sites• Reimaging, Data Migration, Organizing Meetings, Networking, Active Directory, Creating Profiles • Managing user accounts, Managing routers, firewalls, switches, and wireless access points• Backup data to servers and securing workplace environments for over 2500 users. Show less

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  ASHP

  Feb 2015 - now

  • Determines work priorities, policies, and operating procedures.• Interacts with others to coordinate work projects.• Works as a member of the Help Desk and IT on-call team as the primary support/interface for all ASHP staff regarding technological needs/issues and related training.• Performs technical support, local operations, and administration of all ASHP workstation components, including, but not limited to, providing desktop, laptop, and printer diagnosis/troubleshooting for users, software installation, as well as wireless and LAN configuration.• Applies professional-level knowledge and principles to solve problems requiring the identification and analysis of non-routine issues.• Resolves all staff incident tickets in a timely manner by diagnosing staff issues/incidents to isolate causes and provide solutions. If another specific skill set is required to resolve a reported issue, coordinate with other IT resources to deliver a swift resolution and acquire knowledge to support related issues.• Assures the integrity/maintenance of all Help Desk supporting documentation, procedures, resolution databases, and inventories.• Monitors system performance and access privileges.• Maintains ongoing and accurate reporting. Works with the Help Desk Manager to capture analyze and report on ongoing problem trends/areas and formulate lasting solutions and/or growth plans.• Work with vendors to implement new technology.• Support and mentor other Help Desk staff.• Responsible for managing the team and day-to-day operations in the absence of the Help Desk Manager.• Performs other duties as assigned. Show less

  • Manager, IT Project Management and Technical Support

    Jun 2022 - now

  • Senior Desktop Support Engineer

    Feb 2015 - Jul 2022