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Desktop Support Resume

TECHNICAL SKILLS:

Operating Systems: Windows 8.1; Windows 8; Windows 7; MS 98, 2000; MS Windows Vista, XP; MS Windows Server 2003; MS Windows Server 2012; Ubuntu Server 16.04.1

Software Applications: MS Office Suite 2000 - 2010; Microsoft Outlook; Norton Ghost; Desktop Asset Request & tracking system (DART); Carbon Copy; Remote Control; Remedy Ticketing system; Lotus Notes Mail; Altiris; Eracent; PGP Encryption; Run advertise; Entrust Entelligence Digital ID; Cisco AnyConnect VPN Client; Extend 360; Microsoft System Center Configuration Manager (SCCM); RSA Authentication Manager; Active Directory; Scientific Word; La Tex; Symantec Endpoint; Guardian Edge; RightNow Blackberry Enterprise Server; DameWare NT Utilities; CISCO Packet Tracer; GNS3; Putty; MS SQL Server; Zabbix; Redmine ticketing system

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops, laptops & servers; Lenovo ThinkPad laptops; Compaq laptops & desktops; Blackberry; Cisco Routers; Dell POE switches

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support

Responsibilities:

  • Check Workstations, VOIP phones and printers to make sure they have correct IP address
  • Troubleshoot issues with workstations, VOIP phones and printers
  • Test printers and make sure user is able to print from workstations
  • Document issues and non issues

Confidential

Network Engineer

Responsibilities:

  • Configured and installed Dell and CISCO switches and routers
  • Identified and recommended security advancements for networks using NIST procedures
  • Was in charge of monitoring networks and invoking suggestions of improvement
  • Implemented and configured Redmine ticketing system on Linux
  • Build Network Server Racks to meet customer needs in field.
  • Constructed Standard Operating Procedures and make changes if needed for staff personnel.
  • Created Network diagrams using Visio, GNS3 and CISCO Packet Tracer to provide understanding to peers
  • Created, troubleshoot, and mirrored databases in MS SQL server
  • Made changes and updated scripts to MS SQL server using command line
  • Installed and configured Zabbix on Linux server
  • Monitored security threats and other errors using Zabbix
  • Installed Windows Server 2012 and Windows Server 2008
  • Configured roles in Active Directory on Windows Servers
  • Created VLAN’s on Dell switches
  • Setup VMware for remote logins

Confidential

Technician

Responsibilities:

  • Was responsible for providing Tier II support for over 13,000 military and civilian users in accordance with SLA time agreements
  • Troubleshot hardware and software issues for desktops, laptops, printers and Blackberrys
  • Maintained and updated tickets using Remedy ticketing system
  • Provided dedicated customer service in person, over the phone and through Desktop Remote Service using DameWare NT Utilities
  • Synced Blackberry email services with Microsoft Exchange servers
  • Enabled user accounts using Active Directory
  • Troubleshot problems encountered using microcomputer software
  • Performed hardware/software testing and installation
  • Provided support to Citrix VPN clients

Confidential

Jr. Desktop Support Technician

Responsibilities:

  • Was responsible for Tier II and above level support for users in the DC, Chicago, San Francisco and New York offices.
  • Performed administration, creation, and deletion of users, groups, and policies using Active directory and responsible for managing security permissions for file shares, directories and DFS structures.
  • Provided Tier II Level team support for users with regards to MS Office usage questions to include the establishment of Table of Contents (TOC).
  • Assisted network engineering and network integration teams with testing, deploying, troubleshooting and upgrading of network hardware and software.
  • Executed the task of testing, maintaining, and monitoring computer programs and systems.
  • Communicated directly with customer to collect information relating to their requirements for software components.
  • Performed final desktop and laptop configurations to include the application of the image, installation of software and final QA testing.
  • Deployed Windows workstation patches, images, updates and applications using Microsoft SCCM.
  • Assisted in Windows 7 imaging migration and deployment of 500 workstations and laptops using PXE.
  • Developed Automated Forms to ease common tasks and overall efficiency. (i.e...PC/Laptop Inventory, Loaner Laptop availability and disbursement and other equipment forms)
  • Installed, maintained, upgraded and troubleshooted PC's, laptops, printers and other peripherals
  • Provided Emergency support after hours to resolve hardware and software system emergencies
  • Activated Blackberrys and added them to the Blackberry Enterprise servers
  • Troubleshot Blackberry issues including syncing and mail issues.
  • Configure RSA tokens through RSA Authentication Manager for VPN access

Confidential

PC Deployment Technician

Responsibilities:

  • Installed and configured over 500 new desktop systems to day to day work areas and COOP locations
  • Participated in the training of use on network hardware and software
  • Maintained and track hardware and software inventory
  • Documented all problems, solutions, and escalations in remedy ticketing system
  • Configured, sync, and replicate users Lotus Notes email
  • Ensured users VPN connections are working properly after manually updating Extend 360 and Cisco AnyConnect
  • Successfully troubleshooted, resolved, and/or escalated technical problems in a timely manner
  • Back up and restored up to 30 users data on a weekly basis
  • Set-up and troubleshooted network and local printers
  • Ran and installed programs off Confidential network

Confidential

Abt Global Intranet Migration project

Responsibilities:

  • Deleted and installed certificates on 10-15 Windows 7 computers daily using Entrust Digital ID software
  • Ensured users VPN connections were working properly after the certificates were installed using Cisco AnyConnect
  • Installed and ran programs from Run Advertise

Confidential

Desktop Support

Responsibilities:

  • Resolved over 10 tickets daily using the DART ticketing system providing customers with equipment needed to perform their job.
  • Advised between 10 to 24 new hires in on-boarding sessions using either Window XP or Windows 7 pc’s to sync their active directories and Lotus notes email passwords and setup their PGP encryption.
  • Monitored printer toner levels and replaced them when needed.
  • Documented changes, completions and cancellations using Remedy Ticketing system
  • Installed software for users remotely using Carbon Copy and ConfigMgr Remote Control
  • Deployed computer systems to at least 50-60 users a week within service-level-agreement timeframe
  • Provided customer support to multiple users using face-to-face meetings and remote desktop programs
  • Configured and installed workstations, along with peripheral equipment needed to ensure that the end user had the ability to fulfill the assigned business responsibility including COOP environment
  • Image laptop and desktops using Altiris

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