1. Justin Laughman
717-634-6844
Technical Support professionalwith fourteen years of experience in tier 1 and tier 2 environments as well as network
administration, and logistics.
TECHNICAL SKILLS
Operating Systems: Windows 98/95/NT/2000/XP/Vista/Windows 7, MAC OS9.0/OSX
Browsers: Internet Explorer, Netscape,Mozilla Firefox, Opera,Chrome
Software: Microsoft Office 2000 - 2013, Corel WordPerfect, Lotus Notes,OfficeCommunicator, Oracle,
Adobe Acrobat Reader 5.0+, Outlook2000 - 2007,Eudora,McAfee Anti Virus, Symantec
Antivirus, Forefront, Active Directory, ATNT Global Network Client,Cisco VPN client,Symantec
Ghost, Track IT,Helpstar, Remedy, Call CenterAnywhere, VNC, MSTSC, Magic Service Desk,
Dame Ware
Programming: HTML, Visual Basic, Turbo Pascal
PROFFESIONAL EXPERIENCE
Pella December2008 –
Current
IT Tech
 Provide Technical Support for all hardware/networkissues
 Network upgrades/maintenance
 Provide support for all Microsoft office products
 Set up andconfigure Phone systems
 Set permissions forbuildingaccess/network resources
 Maintain Network Stability
 Configure Desktops/ Laptops
 Ghost images of machines
 Weekly Backupof servers
 Computer Upgrades
 ImplementingNewTechnology
 Configure/maintain handheldscan guns
 Maintain Sharepoint
 Configure/maintain wireless access points
 Network Security
 Configure/maintain HP/Zebra printers
UPS Logistics, Towson, MD January 2008 – December2008
IT Tech
 Provide Technical Support for all hardware/networkissues
 Provide support for all Microsoft office products
 Set up andconfigure Phone systems
 Set permissions forbuildingaccess
 Maintain Network Stability
 Configure Desktops/ Laptops
 Ghost images of machines
Thomson Prometric, Woodlawn, MD September2005 - November 2007
Help Desk Team Lead (Tier1)
 Provide technical support ona tier 1 help desk
 Answer client inquires via phone, email, andhelpdesk chat
 Troubleshoot network connectivity, software, andhardware while trackingall issues in Magic
 Prioritize,document, andassign Magic trouble tickets to escalate issues to secondtierresolution

2.  Utilize all available resources tomaintainfirst contact resolution
 Install, configure, and, troubleshoot networkingconnections
 Use of MSTSC, VNC, andWebEx to remoteaccess client computers
 Provide support for other coworkers priortocontactingtier2
 Run reports, followup on incidents, andreviewtickets of level 1 analyst
Intellimark, Mechanicsburg, PA October 2001 – August 2005
Help Desk Team Back up
 Providedtechnical support on a tier 1 andtier 2 helpdesk
 Answeredclient inquiries in 100% phone support environment
 Troubleshot networkconnectivity,software,andhardware while trackingall issues in Remedy
 Used Remedy to Prioritize,document, andassign trouble tickets tothe appropriatesecondtier department forsecondlevel
resolution
 Utilizedall available resources to maintain first contact resolution for over40 client companies includinguniversities, st ate
departments, andcredit unions
 Installed, configured, and, troubleshot dial-up networkingconnections
 Used NetMeeting, DameWare, andWebEx to remote access client computers
 Providedassistance in teamleads absence
 Ran reports andfollowup on incidents
SuperPA.net, Gettysburg, PA July 2001 – October 2001
Help Desk Internship
 Providedtechnical support on a tier 1 andtier 2 helpdesk
 Answeredclient inquires via phone, email, andhelpdesk chat
 Troubleshot networkconnectivity,software,andhardware
 Utilizedall available resources to maintain first contact resolution
EDUCATION AND CERTIFICATIONS
 Associates Degree in SpecializedBusiness, Computer Systems Specialist, YORK TECHNICAL INSTITUTE - October2001
 CertifiedHelp Desk Professional 2000, STI KNOWLEDGE - March2003