Leonard Boyd is a senior technical support specialist and helpdesk lead with over 20 years of experience in IT and engineering roles. He has skills in desktop support, networking, software troubleshooting, and customer service. Boyd has a bachelor's degree in computer information systems and several IT certifications. He is currently providing technical support for over 1000 users at his current role at Cognizant Technology Solutions.

1. L E O N A R D B O Y D
SENIOR TECHNICAL SUPPORT SPECIALIST | HELPDESK LEAD
https://www.linkedin.com/in/boydleonard
A Senior Technical Support Specialist | Helpdesk Lead with high-level skills in Information
Technology and Engineering along with prior management experience with ability to work
collaboratively with vendors and end-users and currently providing technical support in a 1000+
user environment. Skilled problem-solver able to communicate with users at all levels of
technical proficiency and document user help requests for desktop, laptop, mobile, network and
peripheral problems.
CAREER OVERVIEW
• Senior System Executive
Cognizant Technology Solutions - East Moline, IL
October 2016 to Present
• TechnologyEngineer 1
Rhythm City® Casino - Davenport, IA
November 2015 to August 2016
• Value Added Service Engineer
CES Services - Coppell, TX
July 2014 to November 2015
• WebJet Administrator for HP Printing
Modis IT & Engineering Staffing - Moline, IL
August 2013 to July 2014
• Federal Contract IT Technician
CBWTU-IL/RIA Health Clinic - Rock Island Arsenal, IL
(SAIC & InterImage)
August 2008 to June 2013
• Work Group Technician
Vista International Operations - Rock Island Arsenal, IL
August 2006 to June 2008
• POS Field Support Technician
Tolt Service - Bensenville, IL
March 2005 to July 2006
• Laptop Technician
Chenhall's Staffing - Moline, IL
December 2004 to March 2005

2. CAREER OVERVIEW
• PC Tech Supervisor – (from: November 1998)
Gateway Country Retail Store - Davenport, IA
August 1998 to October 2004
• Entrepreneur
Elite Computer Services - East Moline, IL
September 1998 to July 2000
• PC Specialist
TDF Corporation - Rock Island Arsenal, IL
June 1997 to August 1998
LICENSES / CERTIFICATIONS
HP Accredited Desktops, Workstations, Notebooks Qualified Service Technician – 2017
ITIL Corporate In-House Training – 2017
Microsoft Certified Professional – 2008
Security+ – 2007 (GFL)
DoD 8570 IAT-II Certification – 2008 (Expired)
EDUCATION
Bachelor's Degree in Computer Information Systems
•›Coursework in Windows client operating systems, PC hardware, basic network
troubleshooting, and technical and instructional documentation
•›Install, configure, and troubleshoot client operating systems
•›Training in a virtual Active Directory environment
•›Trained on support of network printers and scanners
Rochville University- Sarasota, FL
August 1999 to February 2004

3. SKILL MATRIX
Soft SKILL Hard SKILL
========= =========
Process Improvement Operations
Time Management Skills Software Engineering
Passion Hardware
Ability To Lead Help Desk
Best Practices Service Desk Center
Management Skills Engineering
Customer Service Certification
Collaborative Reports/Documentation
Technical Training Technician
Non-technical
Service Support
›› Experienced in PC (desktop/laptop/thin client) support - both desk side and use industry
standard remote tools - NetSupport Manager, Skype, RDP, VNC, DameWare Mini Remote
Control
›› Experienced in PC operating system support - Windows 7/10 installation, patching, and
troubleshooting
›› Ability to troubleshoot issues with Microsoft Office 2010/2013/2016
›› Ability to troubleshoot issues with Microsoft IE 11
›› Ability to install and troubleshoot issues with a variety of in-house developed and 3rd- party
software
›› Adept in Service Desk Applications - ServiceNow, Astea, Altiris, CA Technologies Service
Desk, Spiceworks, Remedy
›› Experienced in Windows networking TCP/IP, Ping, Tracert, Ipconfig, Nslookup configuration
and troubleshooting using Cdp4win, Windows Troubleshooter
›› Ability to modify system registry (regedit)
›› Printers - troubleshoot network printer connectivity issues
›› Printers - hardware maintenance (toner/maintenance kit replacement)
›› Familiar understanding of Microsoft Active Directory - client side
›› Familiar with Cisco Call Manager and Call Unity
›› Experienced with hard drive encryption - encrypting, decrypting, and troubleshooting;
preference for Bitlocker
›› Able to make the impossible, possible by overcoming complex business and IT desktop issue
challenges...