OBJECTIVE:

To obtain a position as a Systems Administrator/Engineer or Desktop Engineer with a progressive company that will enable me to utilize my education and experience to provide value to the department as well as the company as a whole.

SUMMARY:

Confidential is an IT professional with 9+ years of experience in technical support roles. He has held roles such as Technical Support Specialist, Desktop Engineer, and Systems Administrator. He has great communication skills, is very friendly, and has the drive to continuously work and grow.

TECHNICAL SKILLS:

Hardware: Desktop/Laptop Computers, Servers, Modems, Routers, and Printers

Network/Protocols: TCP/IP, FTP, TFTP, DHCP, DNS, Network Installation

Operating Systems: Windows 7, 8, 10, XP, Server 2008, Server 2012, Mac OSX, Cisco

Software Supported: Microsoft Office, WDS, SCCM, MDT, Hyper - V mangaer, Cherwell, Good for Enterprise, Citrix, Oracle Peoplesoft, PASS Ariba Buyer, iLeads, McAfee, Net Extender, Bomgar, LogMeIn Rescue, RAPIDS, Confidential, Active Directory, PowerShell, Nimble Storage, Remedyforce, Paolo Alto, SCUP, VMWare

EXPERIENCE:

Systems Administrator

Confidential, Atlanta, GA

Responsibilities:

• Mainly responsible for Confidential task sequence creation process
• Responsible for image development, process automation, and 2nd/3rd level support
• Designed and implemented Windows 10 migration process for both in place upgrades and bare machine deployments
• Responsible for Microsoft SCCM 2012 troubleshooting, installation of images, and applications.
• Coordinated with imaging and packaging professionals for resolution of software distribution and installation issues
• Produced and maintained documentation for supported systems including architecture diagrams, technical specifications, and detailed design documents.
• Analyzed and applied patches, service packs, and infrastructure updates.
• Developed, implemented, and maintained change management processes
• Delivered high-quality solutions to our customers to ensure technology is consistent with their business objectives

Sr. PC Management Engineer

Confidential, Atlanta, GA

Responsibilities:

• Install, upgrade, support and troubleshoot Windows 7, Windows 8 and Windows 10 and any other authorized desktop applications
• Administer Microsoft SCCM 2012 environment, including creating or editing security groups, application deployments (collections, advertisements, task sequences, and PowerShell scripts), patch management, general troubleshooting, log analysis, upgrade and recommendations on current infrastructure.
• Producing and maintaining documentation for supported systems including architecture diagrams, technical specifications, and detailed design documents.
• Analyzing and applying patches, service packs, and infrastructure updates.
• Interact with numerous computer platforms in a multi-layered client server environment
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems.
• Responsible for tracking hardware and software inventory
• Familiarize end users on basic software, hardware and peripheral device operation.
• Take ownership and responsibility of queries, issues and problems assigned to the PC Management Team
• Works with vendor support contacts to resolve technical issues within the desktop environment
• Perform configuration, debugging and support for infrastructure platform for moderately complex projects.
• Troubleshooting network connectivity in a LAN/WAN environment
• Support and maintain a multi-site, multi-domain active directory structure.

Desktop Engineer

Confidential, Chantilly, VA

Responsibilities:

• Install, upgrade, support and troubleshoot Windows 7, Windows 8 and Microsoft Office 2013 and any other authorized desktop applications
• Install, upgrade, administer, and support Windows server 2008/2012 and 2012 R2
• Perform server builds and installations using Hyper-V Manager
• Create, add, and edit user accounts via Active Directory
• Perform computer imaging via Windows Deployment Services and Microsoft Deployment Toolkit
• Configure and administer Storage Area Network (SAN) and associated components using Nimble Storage
• Build and create packages for application/update deployment via SCCM
• Perform software deployment via SCCM
• Updated Group Policy Objects
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Troubleshoot web hosting issues running IIS, SharePoint, SQL
• Perform general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
• Maintain and support DFS and file services
• Used Power Shell in writing or maintaining scripts for periodical administrative tasks
• Maintain and support Cisco router/switching devices
• Work with a team of 10 Desktop Engineers to support 800+ corporate users

Support Analyst

Confidential, Washington, DC

Responsibilities:

• Troubleshooted desktop, laptop, printer, and server issues as well as VPN and Microsoft Exchange issues
• Created, added, and edited user accounts via Active Directory
• Installed, upgraded, and supported Windows server 2008/2012 and 2012 R2
• Performed general preventative maintenance tasks on desktops, servers, laptops, printers and any other authorized peripheral equipment
• Support and maintain a multi-site, multi-domain active directory structure.
• Performed minor repairs on desktops, laptops, printers and any other authorized peripheral equipment
• Used BMC Remedy incident management tool for documenting help tickets
• Reimaged both Windows and MAC operating systems
• Supported remote users via Bomgar and LanDesk
• Worked in a fast pace 24x7x365 call center environment
• Handled an average of 60 calls per day with a 75% first call resolution rate

Jr. Systems Administrator

Confidential, Arlington, VA

Responsibilities:

• Provided Tier 1 and Tier 2 desktop support as well as Jr. Systems Admin support
• Provided remote technical support to various private and government contract companies
• Performed Backup tape swaps and server room checkups for clients
• Installed, upgraded, administered, and supported Windows server 2008/2012 and 2012 R2
• Provisioned Ubuntu OpenStack Storage Cloud server
• Support and maintain a multi-site, multi-domain active directory structure.
• Maintained and supported DFS and file services
• Maintained and supported Cisco router/switching devices
• Troubleshooted network printers and fax machines
• Performed general preventative maintenance tasks on desktops, laptops, printers and any other authorized peripheral equipment
• Performed minor repairs on desktops, laptops, printers and any other authorized peripheral equipment
• Worked in a 24x7x365 environment
• Provided monthly and weekly updates to both servers (physical and virtual) and client workstations

Help Desk Agent

Confidential, Alexandria, VA

Responsibilities:

• Troubleshooted Confidential systems, Confidential and Confidential, as well as troubleshooted network issues on Confidential devices
• Created veteran accounts on the Confidential, Confidential, and milConnect websites
• Assisted Verifying Officials and Site Security Managers with adding Confidential beneficiaries

Technical Support Representative

Confidential, Virginia Beach, VA

Responsibilities:

• Troubleshooted customer’s computers through a remote session using Confidential
• Supported Windows 7, Vista, and XP operating systems and installed company software and software updates
• Documented issues and resolutions using an Open Source Ticketing System
• Network troubleshooted/setup such as diagnosing DNS and DHCP issues
• Printer troubleshooted/setup such as driver installing and updating
• Handled an average of 30 calls per day with a 90% first call resolution rate