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Sr. Client Systems Engineer / Landesk Administrator / Team Lead Resume

Santa Clara, CA

SUMMARY:

  • Dynamic, detail - oriented LANDESK Administrator highly regarded for supporting complex infrastructures and technical solutions for industry leaders, including Confidential and Confidential International.
  • Recognized for proficiency in determining system requirements and resolving technical issues quickly.
  • Proven track record of enhancing the customer experience through understanding, specialized support, and acute product and service knowledge.
  • Skilled in providing effective leadership in fast-paced, deadline-driven environments.
  • Known for outstanding presentation and communication skills, understanding business requirements to cross-collaborate and increase profits.
  • Installed, configured, and troubleshot operating systems and software for third-tier support at Confidential International.
  • Designed and implemented Microsoft Systems Center Configuration Manager.
  • Completed SANS 20 security controls project work, and created company systems standards.
  • Designed and implemented LANDESK integrated solutions, creating corporate run book and maintaining current environment by deploying patches.
  • Developed custom queries and reports, and developed, documented and maintained operating system deployment and provisioning.

CORE COMPETENCIES:

  • System Design
  • System Administration
  • LANDESK Administration
  • System Security
  • System Backup/Recovery
  • LAN/WAN
  • SCCM Administrator
  • System Enhancement
  • Troubleshooting
  • Server/Desktop Virtualization
  • Project Design
  • Deployment

TECHNICAL SKILLS:

Applications: Microsoft Office (Word, Excel, PowerPoint, Outlook), User State Migration Tool, Spiceworks, MDOP, Advanced Installer, vmware Workstation, ManageEngine ADManager+, NTLite, Sapien software suite, Microsoft Deployment Toolkit, Bomgar, Okta, Box.

Communication: Skype for business, Cisco Jabber, Slack

Databases: SQL Server 2008/2012, MySQL

Email System: Microsoft Exchange

Hardware: Netgear, Linksys, Dell, HP, Lenovo desktop and laptop hardware, Apple

Disk Imaging Tools Methodologies: Macrium Reflect, ImageX, Clonezilla, FOG, Ghost Suite, TeraByte Drive Image Scrum, ITIL Foundation

Monitoring: Solarwinds

Networking: TCP/IP, WINS, DHCP

Operating Systems/Platforms: Windows, Mac OS X, Red Hat Enterprise Linux, Ubuntu

Programming Languages: Batch Scripting, PowerShell, AutoIT, VB Script

Security: Cylance, BitLocker/MBAM 2.5 SP1, Sophos, Active Directory Certificate Services

Server Administration: OS X Server, Windows Server 2003-2012 R2/2016 (Active Directory, Group Policy, Remote Desktop Services, Windows Server Update Services)

Server Hardware: HP Proliant Server, Dell Server

Storage: StorageTek C4 tape library

System Backup and Restore: VERITAS Backup Exec

Virtualization: Symantec Ghost Solution Suite, Acronis True Image Server and Workstation, O&O DiskImage

Web server: IIS, Apache

Website Technology: HTML 5, WordPress, Joomla, Drupal

Other: Hirens, Bart's Preinstalled Environment

PROFESSIONAL EXPERIENCE:

Confidential, Santa Clara, CA

Sr. Client Systems Engineer / LANDESK Administrator / Team Lead

Responsibilities:

  • Provide day-to-day oversight of IT infrastructure, maintain vendor relationships to provide corporate endpoint and infrastructure standards.
  • Design and maintenance of corporate images utilizing LANDESK, SCCM and Microsoft MDT.
  • Administering and continually building corporate SCCM infrastructure.
  • Streamline requirements gathering processes to support development of newly enhanced features and functions.
  • Working with support to resolve any tier 3 issues within the user community.
  • Collaborate with management to identify strategic IT initiatives and facilitate adoption of technology solutions.
  • Responsible for the architecture, design, integration, implementation, operation, and support of enterprise-wide applications and services for endpoints.
  • Administering BeyondTrust Powerbroker policies to facilitate corporate least privileged account projects as well as application white/black listing.
  • Lead efforts to define, analyze and implement technical and functional improvements.
  • Establish scope of projects, business and technology analysis, development and testing requirements throughout system development lifecycle.
  • Administering\Managing LANDESK and the migration to SCCM
  • Administering MBAM/BitLocker architecture and encryption policies

Confidential, Palo Alto, CA

Sr. Desktop Support / LANDESK Administrator

Responsibilities:

  • Installed, configured, and troubleshot operating systems and software, providing third-tier support.
  • Researched technical solutions for client problems and projects, and resolved 30+ peer ticket escalations and problems per week.
  • Completed SANS 20 security controls project work, and created company systems standards.
  • Designed and implemented LANDESK integrated solutions, creating corporate run book and maintaining current environment by deploying patches.
  • Developed custom queries and reports, and developed, documented and maintained operating system deployment and provisioning.
  • Packaged software to be deployed via LANDESK solutions to client workstations and servers, and designed, built and maintained corporate software security system.

Confidential, San Jose, CA

Sr. Desktop Support

Responsibilities:

  • Actuated the rollout and migration to Windows 7 to 3000+ end users as part of a small team of four.
  • Automated the process of user data collection, storage and return to enhance efficiency by 50%.
  • Determined what settings and user data were stored and re-deployed to user systems after the upgrade.
  • Built standardized Mac desktop, managed all imaging, backup and recovery, and wrote supporting documentation.
  • Assessed customer needs, ordered components, assembled computer systems, and installed and configured software and peripherals for customers.
  • Maintained campus-wide audio-visual systems

Confidential, San Jose, CA

Sr. Desktop Support

Responsibilities:

  • Resolved advanced user questions, problems and requests for hardware, software, operating systems, remote access, or networking issues for 3,000+ end users.
  • Repaired and configured PC hardware, software and peripheral equipment, or arranged for vendor maintenance servicers as needed to ensure maximum system uptime of 96%.
  • Performed evaluation, diagnostic and troubleshooting of PC and network hardware and software.
  • Coordinated resolution of user problems and requests with end-users, Help Desk, other members of the deskside services team, network and server teams, and other IT personnel as needed.
  • Answered and evaluated incoming telephone, voicemail and email to determine where they should be routed.

Confidential, San Mateo, CA

Sr. Desktop Support

Responsibilities:

  • Configured, deployed and managed the office system that inventoried and monitored all IT hardware and software.
  • Provided end-user technical support for 40 on-site and remote employees.
  • Installed, configured, and maintained user workstations, network printers, photocopiers, etc. to enhance operational efficiency.

Confidential, Menlo Park, CA

Sr. Executive Support / Systems Administrator

Responsibilities:

  • Performed hardware and software support and installation for an office of 165 users.
  • Troubleshot and resolved desktop, network, systems, and mobile device issues in a timely manner.
  • Installed, configured and supported MAC desktops, laptops and servers, and configured local and network printers.
  • Provided extensive support with face-to-face and telephone consultation to all executive staff, including the chief executive officer (CEO), and set up and sustained home office systems and networks for the president and CEO.
  • Researched and resolved problems on workstations and local area networks, including IP resolution, cabling problems, and peripheral malfunctions.
  • Performed full system tape backups and emergency tape recoveries to enhance system reliability.
  • Automated most daily tasks utilizing scripting to increase operational efficiency.

Confidential, Mountain View, CA

Sr. Desktop Support / Systems Administrator

Responsibilities:

  • Diagnosed and repaired computers to component and software level, establishing alternative repair procedures to meet customer needs.
  • Designed and created forms and reports to enhance operational efficiency by 35%.
  • Trained and assisted 200 users with hands-on troubleshooting of workstation equipment and peripherals.
  • Maintained trouble ticket system to record and track user calls and e-mails for timely resolution.
  • Reported common problems and complaints, escalating networkwide issues to network engineers or architects.
  • Maintained excellent client relations and service with outstanding communication, technical efficiency and problem-solving skills.
  • Performed hardware and account setups for new employees.
  • Provided off-hours network and PC support for high priority issues, and participated in network hardware and software installation and system integration.

Confidential, Palo Alto, CA

Sr. Desktop Support Engineer

Responsibilities:

  • Installed, diagnosed, repaired, and upgraded computer systems and software for 2800+ end users.
  • Assessed customer needs, ordered components, assembled computer systems, and installed and configured software and peripherals for customers.
  • Provided technical assistance to Graduate School of Business staff, assisting with network access, printing, and application software operation.
  • Delivered network support, script-based software development, and related services in a help desk setting.
  • Conducted needs assessments, prepared budgets, and oversaw testing of Desktop DNA.

Confidential, Sunnyvale, CA

Sr. Desktop Support Engineer

Responsibilities:

  • Maintained trouble-ticket system to record and track user calls and e-mails for 1000+ end users.
  • Resolved Microsoft desktop applications and support for more than 1000 users.
  • Managed local area network, servers, and communications connections to remote locations.
  • Installed and configured XP and Linux workstations, and configured local and network printers.
  • Performed advanced troubleshooting and resolution of desktop, server, and application issues.
  • Re-imaged laptops and desktops, and maintained hardware infrastructure.

Confidential, San Francisco, CA

Sr. Desktop Support

Responsibilities:

  • Performed routine maintenance and user file backups for 100+ end users.
  • Provided exceptional customer service while delivering technical assistance to visiting staff and corporate clientele, assisting with network access, printing, and application software operation.
  • Administered primary and back-up domain controllers, file servers, print servers and e-mail server.
  • Evaluated, purchased, configured and installed equipment, and wrote and developed technical documents.

Confidential, San Bruno, CA

Lead Migration Engineer

Responsibilities:

  • Led team of twelve in migration to Microsoft Windows 2000 operating system.
  • Implemented a software distribution system which put the team ahead of schedule, increasing productivity and saving approximately $120,000 in contractor costs.

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