PROFESSIONAL SUMMARY:

• me have 18 years IT experience ranging from desktop support, to imaging and deployment to Network Operations Center experience. me have teh experience to diagnose, troubleshoot, repair hardware & software issues (break/fix); to image, configure, deploy and transfer computers to users (asset management); to document issues and their repairs for tracking purposes and for inclusion into noledge bases (incident management).
• My work includes basic printer troubleshooting and configuration; and configuring and distributing smartphones & tablets. me have experience identifying & resolving computer connectivity issues, and user account & group policy issues.
• At teh NOC me have worked on networking, cable television broadcasting & distribution, and head - end equipment certification.
• My recent work TEMPhas been on specific projects wif a planned completion date which TEMPhas given me a wide variety of technical experience.

• Experience wif Windows XP, Windows 7, Windows 8.1, Microsoft SCCM 2012 R2 and Mac OS X.
• Experience wif MS Office, Lotus Notes, Remedy, Cisco AnyConnect VPN, and Bomgar.
• Experience wif Dell, Hewlett-Packard, and Lenovo desktops, laptops, and printers break/fix.
• Experience using Cisco routers and switches, TCP/IP, LAN/WAN, VLANs, IDS, ACLs and firewalls.
• Experience wif cable television/direct satellite systems; DOCSIS; DNCS, DAC, cBR, QPSK and RF modulation, broadcast engineering.
• Experience wif Windows Server 2012 R2, Active Directory, and Computer & User Groups.
• Experience wif Nagios, and Operational Intelligence and Visualization.
• Experience wif collaboration tools Cisco WebEx, Skype for Business, Slack, and Zoom.

EXPERIENCE:

Confidential

NOC Engineer me

• Teh NOC was a 24/7 operation providing services to thousands of movie theaters across teh US. We used tools to monitor and troubleshoot PCs and Servers dat provide teh pre-show content sent over satellite and terrestrial networks. Tools include: OneClick for eHealth by CA, Network Node Manager Home Base, eHealth Live Status, Programming Work bench, Ping/Telnet, Digital Content System.

Desktop Support Deployment Technician

• Teh desktop team imaged and deployed HP desktops, laptops, thin clients and printers to hundreds of users across all departments of teh hospital.

Application Inventory Assessment Technician.

• After a merger, MarkWest needed technicians familiar wif replacing PCs. We helped to evaluate teh user’s needs, find out what software, in what version they needed, and if it was licensed. Teh team provided expertise in designing teh replacement process and in creating teh project documents.

Desktop Support

• Our team was responsible for transitioning teh client from WebEx to teh Zoom collaboration tool. We were responsible for setting up, configuring, documenting, and educating users, as well as planning teh project.

Desktop Support

• Technicians worked on a project to upgrade HP and Lenovo desktop and laptop PCs to Office 2016 from Novell GroupWise as part of teh Office 365 upgrade project. We installed teh Office 2016 software and explained teh use of Office 365 to users. Teh project included updates for SAP and Internet Explorer. We also imaged Dell mini desktops to replace older Dell Wyse thin client systems.

Infrastructure Support Engineer

• Teh engineers were responsible for a Thin Client/PC refresh project imaging and deploying Dell desktops and laptops to users throughout teh US. We used Windows SCCM to put an image on teh systems and prep them for shipping to stores throughout teh US. We Used Windows Easy Transfer to move data when refreshing computers. We took calls from teh field and guided site users through teh refresh process using Bomgar to provide remote support. ProBuild used teh Service Now trouble ticketing system. They offered support for Microsoft Office 2010.

Desktop Support Technician

• Teh desktop support team provided hardware and software support for Dell computers. Teh team used Remedy to track computer problems. We also provided setup support and provisioning for Apple mobile devices (iPads and iPhones) on teh Verizon network. Newmont used teh Service Now trouble ticketing system.

Head-end certification technician.

• Technician for teh Lab Services team responsible for executing interoperability and certification tests. Execute tests and record results to verify interoperability between vendor devices and compliance to specifications. Configure head-end, Network, and Network Management equipment in support of teh Certification t testing environment. Use teh test tools which are developed to test and monitor interface protocols. Assignment required noledge of cable systems architecture, operations and procedures. Experience wif communications protocols, digital video systems, and RF networks was also desired.

Network Tech

• Teh Confidential NOC monitored and responded to network issues. Teh tools we used included Splunk, Terremark, Conviva, and Outlook. Teh Confidential NOC used Remedy as its trouble tracking and ticketing system.

Network Tech 1

• Teh team monitored Confidential video services for alarms and took calls from field technicians for troubleshooting issues from detection through resolution. Teh position required noledge of Cisco and Motorola/Arris video systems (DACs, DNCSs, CMTSs and HFC systems, cable modems and set-top boxes). Confidential used Remedy as its trouble ticketing system. We also used Nagios and OIV (NMS) to monitor systems for alarms.
• As part of a Dell project teh team deployed Dell Windows 7 systems to users. For dis project, we used a Dell proprietary tool to migrate user data. We then verified status wif users and reported back to Dell.

Deployment Technician.

• Exempla used Windows SCCM 2012 R2 for their Windows 7 migration project at 3 hospitals, 50 clinics and for thousands of users. We added applications, network drives, and printers; and configured local policies per company requirement. After deployment, we verified user data and client satisfaction.

Deployment Technician.

• At ProBuild we used Microsoft SCCM 2012 R2 to image computers for a HP upgrade project as they transitioned from Windows XP to Windows 7.

Deployment Technician

• At Prologis we used Microsoft SCCM 2012 R2 to image computers for an upgrade project as they transitioned from Windows XP to Windows 7.

Desktop Support

• At Summit Utilities, teh desktop support team was responsible for tracking tickets through teh Spiceworks ticketing system to resolve computer and printer issues. me worked on Windows computers, printers, conducted inventory, and imaged computers.

Deployment Technician

• At Great West we used Microsoft SCCM 2012 to image computers for an upgrade project as they transitioned from Windows XP to Windows 7.

Field Technician Senior Assistant

• Field Technicians provided support for a Microsoft based network running Windows XP, Windows 7 and Lotus Notes. me installed and replaced PC hardware and software, imaged and deployed new computers, resolved printer issues, and provided support for BlackBerry and Apple mobile devices. me resolved account issues through Windows Active Directory, and network issues wif Cisco routers and switches. Raytheon used teh Remedy ticketing system. Technicians used teh Bomgar tool to provide remote support.

Desktop Support.

• Field technicians provided support for Windows computers, Microsoft Office, and printers.

Computer Deployment.

• Teh desktop support team imaged and deployed Windows 7 computers for teh Department of teh Interior at teh Denver Federal Center.

Desktop Suppor

• Our team provided support for Windows computers, Microsoft Office applications, and printers.

Help Desk

• me provided Tier 2.5 help desk support for millions of internet users. As part of teh team, me offered timely solutions to issues of Internet connectivity, email, and home networks. Our team supported a variety of home modems and routers. We worked wif TCP/IP, NICs, Ethernet cables and wireless connections. Confidential used teh Remedy trouble ticketing system. We offered support for Windows and Apple PCs, and all cable modems.