SUMMARY

• Expertise working with all versions of Windows Operating Systems and other Microsoft products
• Proficient troubleshooter who provides solutions in a timely manner and engages the proper resources
• Team - oriented, but able to work unsupervised to complete projects on time and within the planned scope
• Fast learner who is always eager to learn new technologies and products

AREAS OF EXPERTISE

• SCCM 2007
• Config Manager 2012
• Deployed Windows Updates via WSUS for both server and desktop systems
• Worked on multiple versions of Windows operating systems including Windows Server 2003, 2008 and 2012 as well as Windows 7, 8 and 10
• Office 365 and Office 2016
• Virtual technologies such as Hyper-V and VMWARE
• Microsoft Intune
• Basic experience with Powershell and VBS scripting
• Experience with change management procedures
• Experienced with ticketing systems such as Remedy
• High proficiency with documentation creation

PROFESSIONAL EXPERIENCE

Confidential

SCCM Support Engineer

Responsibilities:

• Worked on a hardware/software deployment project which, when completed, will have upgraded all of REI’s retail stores to the last HP retail PC systems that will run Windows 8.1
• Performed task sequence monitoring to make sure that the machines being upgraded reported no errors during the imaging process.
• Converted packages to applications for later inclusion to the task sequence
• Ran imaging tests to make sure images completed with no issues.
• During deployments, I monitored the store machines during imaging and handed them over to the stores for testing once all of my checks are completed.
• Troubleshot problems with scanners and payment terminals as well as cash drawers and line displays
• Created documentation for use in troubleshooting problems with deployments.
• Worked on Vpro remote control system and enabled lab machines so they can be controlled offsite
• Reached out to customers who had put in trouble tickets
• Contacted HP to place service calls for hardware issues with machines
• Cross trained with other teams for support purposes

Confidential

Desktop Systems Administrator

Responsibilities:

• As the sole IT support technician at Confidential Technology’s Everett, Washington location, I was responsible for all of the day-to-day desktop support duties. These included machine imaging, inventory control as well as hardware and supply ordering. Environment was Windows 7 SP1 on HP hardware, with mostly desktop and a small number of laptops.
• Maintained the badging system, which included taking employee photos, providing badges and restoring access for expired badges. Also tasked with generating badge reports for the onsite manager when requested.
• Activated network port access when necessary by patching cables in the server room.
• Made sure all network printers were up, running, and fully supplied. Worked with outside vendors when necessary.
• Worked with server team in Boston for any onsite network issues.
• Maintained the phone system PC that ran the software needed for the sales team to be able to receive calls and have them routed correctly. When needed, I also set up voicemail and phone system entries for new users.
• Updated the month slide show for the lobby display by uploading the newest slides and setting up the slide show.
• Updated the MDT environment, created new images, updated the driver database, monitored client health and worked with the Confidential engineers to assist with their hardware deployments. I also created new packages for deployment.
• Worked on other tasks as assigned.

Confidential

FastTrack Manager/Engineer

Responsibilities:

• Microsoft engagement with customers interested in the FastTrack program which offers migration services for those using Exchange, SharePoint. Skype for Business, Office Pro Plus, Yammer and EMS services such as Intune, AADP and Azure RMS.
• Onboarding Manager for customers proving groundwork support to the FastTrack program to assess their business and IT infrastructure needs
• Single point of contact for customers
• Supported customer migration needs and managed project deliverables
• Provided product workshop sessions for customers
• Researched issues and problem solutions, testing, training, troubleshooting
• Served as a technical SME for SCCM
• Provided support for other Onboarding Manager\Engineer engagements
• Engaged Microsoft technical resources on behalf of the customers if they had additional concerns
• Provided assistance to co-workers when help was needed
• Monitored tenant queue to ensure all communications and engagements were documented and up to date to maintain compliance

Confidential

Desktop Systems Administrator

Responsibilities:

• Maintained client health for users at Confidential Entertainment. The company used a mix of Windows 7, Windows 8.x and Windows 10 with a mix of Office 2013 and Office 2016.The SCCM environment was Configuration Manager 2012 R2 SP1. Total user count was approximately 9,000, spread out throughout the U.S., France, Korea and China.
• Created dynamic collections to capture machines without clients for the various operating systems.
• Connected to machines and checked logs; looking for anything that would have caused the client install to fail.
• Used PDQ Deploy for client remediation
• Worked with network team to resolve DNS issues with machines.
• Investigated machines with client installation problems or client check failures to be able to restore functionality to them
• Repaired WMI issues when necessary
• Worked on client affinity to pair user names to primary machines for deployment purposes.
• Investigated software deployment issues on machines
• Provided daily reports regarding deployments to management
• Researched certificate issues with user machine
• Worked on other tasks as assigned

Confidential

Systems Engineer

Responsibilities:

• Served as a Project Manager and performed duties which included responding to tickets, gathering information, filling out the necessary forms needed to process the project, conducting meetings and working with stakeholders to the conclusion of each project.
• Wrote up documents pertaining to each project daily, located the software for any deployments and worked with customers to gather detailed requirements.
• Assisted users with Internet Explorer 11 issues and web site compatibilities
• Collaborated with co-workers to establish process flows for Project Management
• Completed and submitted necessary forms for projects and followed up to ensure there were no process gaps
• Tested software when necessary to make sure that it performed properly and contacted packagers if any issues were present
• Provided weekly status updates to management via the ticketing system by updating each of the assigned tickets
• Attended team meetings to discuss any project issues
• Attended weekly project meetings to discuss project timelines and any road blocks holding up their completion.