Leon Cowger

Experience

1. Desktop Support Engineer

   SAIC

   Mar 2016 — Present · Kansas City, MO, US

   Serve as the “go to” hands on IT resource for level 2 support via calls, email, walkup’s, IM, etc. o Manage escalations from level 1 Service Desk support • Proficient communicator (written and verbal) o Adept at interpreting and conveying soft skills • Proactively identifies pain points or persistent issues and escalates as required • Completed computer refresh project for 400+ users • Image and maintain laptops for all users • Educate users about the available tools and benefits of IT Services and capabilities • Adhere to Service Desk, Desktop Support, Department, and Agency defined policies and procedures • Utilize and administer SCSM/SCCM applications to effectively and efficiently manage ticket queues and software requests • Trusted and proficient at utilizing IT tools to support desktop, laptop, AD objects, GPO’s, and software management o Asset Management o Software Delivery o Remote Control o Active Directory • Update operational procedural documentation as needed to reflect new or modified procedures • Work with 3rd party vendors to manage contracted or ad hoc support • Experienced in the following o Microsoft System Center (with an emphasis in SCSM and SCCM) o Windows 7, 8.1, 10 o MS Office Suite o iOS, Android, Windows Mobile o Citrix o VDI o Application Virtualization

Education

• Blackburn College

  Political Science

  1993 — 1997

• Centriq

  Network Administration

  2008 — 2009