Desktop Support Intermediate Resume
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TECHNICAL SKILLS
- ITIL Foundations v3, Menlo Agile & High Tech Anthropology, UMHS Lean, C#, .NET, Python, SQL, PowerShell, Windows 3.1 - Windows 10, Windows Server 2008 & 2016, MacOS 9-10.13, Android 1-6.0, iOS 3-11.2, Linux (Ubuntu, Arch, Redhat)
PROFESSIONAL EXPERIENCE
Confidential
Desktop Support Intermediate
Responsibilities:
- Enterprise root cause analysis.
- Configure and maintain Cisco switches.
- Train and mentor new employees.
- Create documentation for new products & technologies.
- Diagnose and resolve AD issues.
Confidential
Systems Administrator
Responsibilities:
- Responsible for hardware level server and network maintenance, which ranged from replacement of components on non-production systems to planning & execution of system wide replacements.
- Primary in charge of redesign and maintenance of AD environment.
- Configured and maintained Cisco switches.
- Managed all VOIP deployment & upgrade projects across multiple research facility.
- Team lead for long term projects & upgrades.
- Worked wif security teams to ensure data safety, such as monitoring unusual traffic and site scans.
Desktop Support
Confidential
Responsibilities:
- Designed and implemented task automation software for support staff.
- Scoped and managed enterprise wide systems upgrade projects.
- Performed mobile device enterprise management and large scale deployments.
- Provided international and local meeting support.
IT Help Desk Manager
Confidential
Responsibilities:
- Designed computing support model for new Service Desk group.
- Implemented transition & metrics for teh service desk.
- Represented MSIS in U of M Health System Service Desk optimization
- Part of design team which created and implemented remote support procedures.
- Identified and updated support documentation.
- Maintained and supported AD/LDAP environment.
- Troubleshooting and incident reporting on Linux & Windows production servers.
Technical Support
Confidential
Responsibilities:
- Provided local support for employees, which included desktop support and network design & implementation.
- Designed and implemented support SOP.
- Hired and trained other support personnel, successfully supported over 3000 users.
- Wrote majority of help documentation.
- Delivered remote support for over 3000 subscribers.
- Managed team of technicians in group and individual technical projects.
- Developed and implemented technical support SOP.
- Diagnosed and repaired hardware and software issues.
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