EXPERIENCE:

Desktop Engineer

Confidential, Irving, TX

Responsibilities:

• Responsible for providing support to supervisors and call center employees at Westridge location, as well as supporting corporate staff as needed at MacArthur Blvd location.
• Utilized ServiceNow for creating, assigning and fulfilling tickets escalated from the Help Desk or Telecom Teams.
• Responsible for all new hire IT equipment setups at Westridge prior to employee start date.
• Work directly with Telecom team to configure and deploy Cisco 8851 phone systems to call center employees based on line of business (Medicare, Medicaid, etc.)
• Kept detailed inventory of all deployed or in - stock IT equipment using Asset Track.
• Recovered IT equipment from terminated employees for reimaging and redeployment or disposal.
• Tested auditorium and conference room audio equipment and Crestron systems prior to telepresence meetings.
• Used Ghost Console to reimage all recovered/new desktops & laptops to Confidential approved Windows 10 image.

System Administrator

Confidential, Dallas, TX

Responsibilities:

• Install new Windows Server 2016 using Intelligent Provisioning through iLO for Confidential ProLiant servers.
• Update documentation on the Windows Infrastructure team wiki.
• Resolve faculty & staff related tickets escalated from help desk team using iSupport.
• Responsible for reaching out to department administrators when changes occur to processes.
• Assist senior system administrators with various projects relating to Skype for Business, Exchange & Office 365.

IT Consultant

Confidential, Irving, TX

Responsibilities:

• Serve as main technical point of contact for all issues relating to L2 & L3 hardware/software issues.
• Creating/disabling user accounts, adding to security groups through Active Directory.
• Use Office 365 to create email accounts, Add users to groups, reset passwords, set site managers as group delegates, etc.
• Create documentation for client knowledgebase in order to assist staff with general troubleshooting.
• Use Kaseya for IT asset management, remoting into user endpoints, creating, assigning & closing tickets, etc.

System Administrator

Confidential, McLean, VA

Responsibilities:

• Office 365 Administrator - Creation of email accounts, distribution lists, security & office 365 groups. Handled password resets, app access, licenses (E3, E1 & ProPlus). Monitored app usage & office installs.
• Active Directory - User and group creation, password resets, disabling former employee accounts, setting permissions, applying GPOs.
• On-Prem Server Work - Deploying & Configuring Windows Server 2012 R2, Starting/Stopping Services, Running Updates & Installing Patches, Monitoring logs, UPS battery replacement.
• Used Samanage IT Management software for asset, incident and change management. Grew knowledgebase for users to resolve as many issues as possible prior to submitting a ticket.
• Used PowerShell to create user accounts in Active Directory and to create scheduled tasks when needed.
• Assisted proposal staff with SharePoint 2010 as needed (user access, creating/configuring sites, etc.)
• Installed WatchGuard VPN client for users with permission to work remotely.

VMware Consulting Engineer

Confidential, Columbia, MD

Responsibilities:

• Created Base Layer Images for Clients and tested image using Confidential boot to ensure client GPOs are pushed to devices.
• Created App Layers to be applied after Base layer push. Met with developers to test custom applications for compatibility issues. Spin up ESXI servers for vSphere w/ Horizon View lab environments for testing purposes.
• Did extensive testing in client environments with System & Network administrators to identify potential problem areas relating to hardware or network bandwidth and try to resolve issues that could prevent migration efforts.
• Provisioned and deployed Branch Reflectors to remote locations to resolve issues relating to bandwidth.
• Utilized RDP & VPN for domain access to monitor migrations overnight and mitigate issues when necessary.
• Ran PowerShell scripts using PSExec to remove bloatware & install Mirage client on each endpoint prior to migration.

Deployment Technician

Confidential, McLean, VA

Responsibilities:

• Run Confidential network image on Confidential laptops & desktops for Confidential end users to deploy Windows 7 OS.
• Run SCCM for employee software pushes, removing end user machines from database for reimaging, and finding laptop identification (asset tag, mac address, IP address, serial number or computer number).
• Maintain laptop inventory using MS Excel spreadsheets and computer asset tags.
• User Provisioning - Data capture using USMT, restoration of user MIG files through both USMT and Windows Easy Transfer. Active Directory to check on end user group policies regarding various software licenses and folder access.
• Troubleshoot any existing migration issues from previous shifts to ensure laptops are ready for end user pick-up in the morning
• Communicate with 24-hour bridge administrator of any issues that occur during shift, including end user walk-ins, technical issues, manpower issues, etc.
• Run McAfee encryption on all end user machines

Desktop Support Technician

Confidential, Rockville, MD

Responsibilities:

• Utilized BMC Remedy to handle tickets from end users on an enterprise level.
• Maintained contact with end-users relating to their open help desk tickets and scheduled times to work on issues based on end-user schedule.
• Maintain inventory of IS Dept. using MS Excel, Word and regularly update manager when various products needed to be reordered
• Assist permanent staff with IMACs for end users on site. Setup and configure all PC equipment including VOIP phone systems
• Image laptops & desktops from Win XP to Win 7 during tech refresh project. Ran SCCM to send software to end users based on departments and permissions. USMT for data migration
• Utilize Active Directory to add, remove, and move users to different departments based on group policies. Double check customer group policies to ensure software licenses were given to the proper parties.
• Maintain Confidential & Confidential printers (changing plotter paper rolls, toner cartridges, maintenance kits, recycling old cartridges)
• Gather encrypted drives to be destroyed