Phil Haggard

Glendale, AZ 85308
(480) 221-2653
ej80095@yahoo.com

PROFESSIONAL EXPERIENCE

 CompTIA A+ Certification, 5/31/2012  Dell 7050 Micro and Dell 7480/7490

 CompTIA Net+ Certification, 8/17/2012
 Microsoft Excel, Word, PowerPoint,
Access, Outlook, SharePoint
 Windows 10
 Mobile Medical Stations
 McKesson Medical Software
 Ticketing systems, Hangar9 Solutions
and Service Now
 Bomgar remote desktop
 Linux Operating System
 MacBook Pro and MacBook Air
 CAMS (Central Asset Management
System)
 Active Directory, Group Policy
 Citrix and VPN
 LAN/WAN
 BitLocker Drive Encryption
 SCCM (System Center Configuration
Manager)
 Symantec and McAfee anti-virus software

APEX SYSTEMS, SCOTTSDALE, AZ (7/2019 to10/17/2019)

Desktop Support Technician at USAA

 Provided Level 1 and 2 service and support to employees company-wide for all computer
issues including Citrix and Virtual Machine issues
 Assisted in Windows 10 rollout by deploying laptops, desktops and applications
 Made repairs to desktops and laptops

MINDTREE LTD/TEK SYSTEMS, PHOENIX, AZ (04/2014 to 5/3/2019)

(Mindtree purchased TEK Systems Contract for American Express in 2015)
Desktop Engineer at American Express

 Resolved computer lockout issues using tools such as SCCM, BitLocker and AD
 Fixed account and software issues for AMEX Travel and Lifestyle Services Department
 Completed troubleshooting of Outlook 365, OneNote, wireless headset and sound issues
 Supported more than 3,000 employees at American Express, on and offsite, by configuring
laptops, transferring data, and installing software.
 Repaired Dell and HP laptops including changing keyboards, fans and system boards
 Utilized Bomgar to connect to users remotely to troubleshoot and resolve computer issues
 Received, tracked, updated and closed out support tickets using Service Now
 Successfully followed and met all Break/Fix and IMAC SLA guidelines and requirements
 Moved, set up and reimaged desktops and laptops
 Assisted remote users via Bomgar remote desktop software
 Set up mapped drives, configured Outlook with user preferences, ran McAfee virus
protection and installed updates
 Maintained inventory log of all laptops in CAMS (Central Asset Management System)

1
 Phil Haggard
Glendale, AZ 85308
(480) 221-2653
ej80095@yahoo.com

K-FORCE, PHOENIX, AZ (08/2013 to 02/2014)

Field Support Technician, Abrazo Arrowhead Hospital, including two satellite locations

 Provided desktop support for 500+ computer users in LAN/WAN environments in Hangar9
 Configured software applications for use in CITRIX XenApp
 Performed hardware repairs on Dell OptiPlex and HP Elite desktop models, including
upgrading software, adding memory, changing power supplies and replacing hard drives
 Resolved issues in Microsoft Outlook, PowerPoint, Excel and Word

INSIGHT GLOBAL, PHOENIX, AZ (10/2012 to 08/2013)

Desktop Support Technician, Department of Justice

 Managed and completed service tickets in HP Service Center OpenView

 Upgraded and deployed Windows 7 OS for 200 laptops and PCs
 Replaced 100 outdated desktops, laptops and docking stations with new equipment
 Diagnosed and repaired connectivity issues in LAN/WAN environments
 Configured Lenovo laptops during company-wide hardware and software deployment