1. Devon F Hogan
237 Salem Rd Billerica, Ma 01821
(617) 797-5097
devon237@comcast.net
1
PROFESSIONAL SUMMARY
Skilled Technical Support Manager with a history of delivering innovative IT initiatives, resource
management; A+ Certified Technician with 5+ years of IT experience, and 4 years of customer
service experience.
CORE QUALIFICATIONS
- Resource Management -Troubleshooting/Resolution
- Performance Improvement - End-user Support
- Strategic Planning - Budgeting
- Analytical & Conceptual Problem Solving
TECHNICAL SKILLS
Have worked with all Windows platforms, with windows 10, windows 8.1, Windows XP,
Windows Vista, and Windows servers 2000-2003.
Have worked with UNIX/LINUX based system such as Fedora, Ubuntu, MAC OS, MS
Office 98-2013
Lotus Notes and Outlook.
Have worked with Microsoft Virtual PC and VMware, trained in remote desktop
connections and VPN.
Can establish connections with WAN/LAN, switches, hubs, and routers.
Maintaining and testing security of wireless networks, using WEP, WPA, and WPA 2.
Well Trained on diagnosing and troubleshooting hardware, software issues, Active
Directory, TCP/IP architecture, firewalls, DHCP, DNS, WINS, NETBIOS, and NETBUI.
Acquired Coptia’s A+ Certification and MCSE/MCSA course Certificates of achievement
and completion.
PROFESSIONAL EXPERIENCE
IT Team Leader/ Support Manager
2015 – Present
Decision resources group
Accomplishes information technology staff results by communicating job expectations;
planning, monitoring, and appraising job results; coaching, counseling, and disciplining
employees; initiating, coordinating, and enforcing systems, policies, and procedures.
Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a
safe and secure work environment; developing personal growth opportunities.
Maintains organization's effectiveness and efficiency by defining, delivering, and
supporting strategic plans for implementing information technologies.
Completes projects by coordinating resources and timetables with user departments and
data center.
Verifies application results by conducting system audits of technologies implemented.
Recommends information technology strategies, policies, and procedures by evaluating
organization outcomes; identifying problems; evaluating trends; anticipating
requirements.
Accomplishes financial objectives by forecasting requirements; preparing an annual
budget; scheduling expenditures; analyzing variances; initiating corrective action.
Undertake small to large-sized IT projects.
Provide desktop and server support.
Support and maintain MS Server/Desktops and MS Exchange.
2. Devon F Hogan
237 Salem Rd Billerica, Ma 01821
(617) 797-5097
devon237@comcast.net
2
Setting up and configuring new laptops and desktops.
Install authorized software to laptops and desktops.
Ensuring security and upgrades are applied and kept up to date on desktops and
laptops.
Antivirus installation to all desktops and laptops and tablets.
Creating purchase requisitions for IT hardware/software.
Ensuring all software purchased licensing is recorded and maintained.
Exchange server mailbox maintenance including archiving mailboxes.
Setting up new users and disabling expired accounts in accordance with HR
requirements.
Providing support for MAC and PC.
IT Support Engineer 2011-2015
Decision resources group
Undertake small to large-sized IT projects as instructed by the IT Manager.
Provide desktop and server support.
Support and maintain MS Server/Desktops and MS Exchange.
Setting up and configuring new laptops and desktops.
Install authorized software to laptops and desktops.
Ensuring security and upgrades are applied and kept up to date on desktops and
laptops.
Antivirus installation to all desktops and laptops and tablets.
Fault-finding to laptops, desktops and tablets.
Creating purchase requisitions for IT hardware/software.
Ensuring all software purchased licensing is recorded and maintained.
Exchange server mailbox maintenance including archiving mailboxes.
Setting up new users and disabling expired accounts in accordance with HR
requirements.
Providing support for MAC and PC.
Helpdesk/Desktop Support 2009-2011
Fresenius Medical Care
Technical support for issue resolution and service continuity for customers.
Identify and resolve computer problems to ensure the system.
Maintaining an efficient operation.
Resolve break/fix and configurations problems in Microsoft/ Mac networking
environment. Customer service.
Answer user/customer phone support.
L.E.K. Helpdesk Support, Boston, MA 2008
L1 Helpdesk Support
Being available to answer user/costumer phone support.
Creating, closing and opening tickets that attend to users needs.
Signing out tech equipment to users/costumers while maintaining an accurate inventory
record.
Provide some desktop support to users within close range of the office.
Must respond quickly to users/customers needs.
Making the decision to escalate the issue to the proper fields.
3. Devon F Hogan
237 Salem Rd Billerica, Ma 01821
(617) 797-5097
devon237@comcast.net
3
Clark University 2007-2008
School IT internship 180 hours completed.
Listening and learning from the lead IT manager.
Assist in rewiring 4 classrooms.
Building, customizing and labeling 25 machines for a new work area.
Ensuring the staff that proper equipment is accessible to them and students.
Ghosting and deploying the proper operating systems for each classroom.
Making sure the work area is clean and safe.
Target Corporation 2004-2008
Sales floor and customer service team member
Deliver prompt and friendly service to customers.
Responds quickly and responsively to customers and team member needs.
Work areas include cashier, food service, logistics backroom, presentation; price
accuracy and sales floor assistance.
EDUCATION 2007-2008
Clark University
9 months computer passport program.
Including troubleshooting hardware, Networking and Security.
All Microsoft Official Courses.
Awarded the MCSA/MCSE course completion certificates of achievement.
Wakefield Memorial high school 2002-2006
