Wesley Cline

I am a highly accomplished and technically inclined IT professional with a wealth of experience in IT support and intricate technical troubleshooting. With a solid background in managing information systems service desks, I bring exceptional skills to the table. My track record includes swiftly resolving complex issues, overseeing efficient data backups for offsite storage and retrieval, and maintaining, updating, and repairing IT hardware and software.

My career journey has led me to excel as a Help Desk / Desktop Support Specialist, where I expertly managed configurations for devices and user accounts within Active Directory. Proficiency in setting up and configuring both PC and Apple devices has been a cornerstone of my role. Operating within fast-paced environments, I've consistently delivered results in a timely and effective manner. My ability to establish priorities and provide strategic guidance ensures the successful completion of tasks, no matter the complexity, within defined timelines.

What truly sets me apart is my adeptness in communication. I've seamlessly interfaced with diverse staff members and customers, catering to varying levels of technical expertise. My knack for translating complex technical jargon into understandable terms has been instrumental in fostering productive collaborations.

In summary, I am a seasoned professional with an exceptional knack for IT support, technical issue resolution, and effective communication. My extensive experience and proven skills make me a valuable asset to any team or project.

CHG Healthcare (Midvale, UT)

Information Technology Support Specialist Level II

Nov 2019 – Sept 2023

Information Technologies professional charged with delivering exceptional internal and external assistance within a large-scale enterprise consisting of 4,000 end users. Working toward timely and positive resolution of hardware, software, printer, and phone system issues across eight locations, serving over 200 systems. Awarded for ensuring excellent customer service by efficiently addressing user concerns while serving as the primary point of contact for users, advocating for swift and effective resolution. Proficient in managing ticket queues, providing accurate documentation, and contributing valuable insights to the knowledge base and team efficiencies while maintaining high closure rates, while overseeing successful transitions like Textus Next migration, and contributing to strategic projects such as "laptops everywhere" and remote work initiatives during the COVID-19 period. Led IT support specialists during the Locumsmart integration.

Various Organizations (NW Georgia & SE Florida)

Help Desk & Desktop Support (Consultant/Contractor)

Jun 2018 - Oct 2019

Engaged to provide systems support for notable organizations including Eastern Metal Supply Company, Florida Crystals Corporation, Toqueville Asset Management Group, Medquest Associates, SiteOne Landscape Supply Company, and Kaiser Permanente. Proficiently managed vendor relationships and orchestrated seamless service delivery to the various locations. Provided comprehensive help desk and desktop support solutions across diverse facilities spanning the Southeastern US. Demonstrated adeptness in monitoring, resolving, and meticulously updating daily service tickets through the utilization of the ServiceNow and other ticketing systems.

Garden of Life (Palm Beach Gardens, FL)

Help Desk & Desktop Support Specialist

Jun 2015-May 2018

Proficiently managed critical IT responsibilities, including Active Directory account configurations, device setup, and end-user support. Administered a wide range of devices for over 275 users, encompassing PCs, Apple devices, Surface Pros, iPads, iPhones, and Android devices. Provided expert assistance with Microsoft Office, Outlook, and Exchange configurations. Oversaw mobile devices using VMware's Airwatch MDM application, ensuring seamless setup, tracking, monitoring, and recovery. Led in-house telephone system setup and managed device image development, contributing to streamlined operations. Supported Manage Engine Service Desk Plus platform, producing insightful SDP metrics reports for IT management. Spearheaded new hire IT orientations, training, and event monitoring.

Notable accomplishments include orchestrating the smooth transition of 130 remote users to new Win10 Surface Pro tablets, resolving a major conflict between Marketing Graphics and IT departments related to Adobe Suite font systems, and earning two Garden of Life Customer Service Awards for the IT Department.

FlightSafety International, West Palm Beach, FL

Help Desk & Jr Network Support Administrator

Oct 2010-Jun 2015

Served as the primary point of contact for a wide spectrum of business and training system issues, demonstrating expertise in diagnosing and resolving hardware and software concerns across desktops, laptops, iPads, iPhones, copiers, printers, telephones, and projection systems. Leveraged VMware Virtual Console interface to effectively manage IBM blade server operations. Led end-to-end processes including installation, configuration, maintenance, testing, and troubleshooting of both proprietary and non-proprietary hardware and software systems. Managed a comprehensive multitier helpdesk, offering remote and client-facing desktop support for a user base exceeding 300 individuals and systems. Facilitated remote access and assistance for instructors and classrooms through various services including UNC, Remote Desktop Protocol (RDP), RAdmin, UltraVNC, RSA, Terminal, and Citrix.

Drove the creation and management of object accounts within the Active Directory database. Oversaw the operations of two standalone systems and four servers within the IBM Blade server environment. Ensured data integrity by executing accurate backups, recoveries, and retrievals utilizing Symantec Backup Exec. Proficiently handled tasks such as generating, storing, and deploying system images through Symantec Ghost server and software. Collaborated closely with network administrators, business systems users, instructors, and clients to meet their technological needs.

Notable accomplishment involves successfully identifying and containing a network virus within the center, sourced from software provided by the FSI partner Sikorsky Aircraft.

Education

DeVry University, Orlando, FL (Nov 2002-Jun 2008)

Bachelor of Science -Technical Management, with focus in Business Information Systems with minor in Network and Communications Management as well as Electronics Engineering Technology. Distinguished membership in the Delta Epsilon Iota Academic Honor Society and consistent Dean's List achiever. 

Certifications

Professionally certified IT specialist with a comprehensive skill set. Holds HDI Support Center Analyst (Apr 2020) designation, as well as a range of Microsoft certifications including Microsoft Certified Professional and Microsoft Certified Technology Specialist Certification (Windows 7 Professional). Adept in Configuring Windows Devices, specifically Windows 10 Professional. Also possesses CompTIA A+, CompTIA Network+, and CompTIA A+ Depot Technician Certifications. Recognized with Hewlett Packard Accredited Platform Specialist Certification, Canon Copier Hardware/Software Technician Certification, Toshiba Associate Technician Certification, and Xerox Printer Certification. Holds a National Agency Check with Inquiries (NACI) Confidential Government Clearance (inactive).