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Helpdesk Manager/senior Technical Consultant Resume

SUMMARY:

  • To become part of energetic, comprehensive and professional Information Technology team. To increase my exposure and experience with new technologies in the Information Technology industry.
  • Served 8 years in the US Army as an IT Technician and received an honorable discharge
  • 15 years Desktop Support / Help Desk experience in a MS Windows environment.
  • Experienced with Hyena and Active Directory
  • Experienced with SCCM and OSD deployment and data Restoration (10yrs)
  • Experienced with SCCM 2016
  • Experienced with MS Service Manager ticketing system
  • Experienced with Altiris ticketing application
  • Experienced with Remedy ticketing application web based and client based.
  • Experienced with Track it Incident response application
  • Experienced with Service Now ticketing and incident reporting system.
  • Experienced in Windows Vista/ Windows 7/Windows 8 ( Install/Configuring)
  • Experienced with RSA and remote connectivity
  • Experienced with RSA Client Manager
  • Experienced in installation/configuration of Pointsec Encryption software
  • Experienced in installation of Invincea Web Browser Security software
  • Experienced in Lotus Notes installation and configuration
  • Experienced in Outlook 365 configuration and installation
  • Experienced in C+ programming language
  • Experienced in DMS installation and configuration
  • Experienced in configuration and installation of Lotus Notes versions 6.5 - 8.5.3
  • Experienced in Citrix configuration and installation
  • Experienced with Confidential VTC configuration
  • Experienced with Server 2012 R2
  • Experienced with Server 2016 installation and configuration
  • Experienced in Windows 10 OS deployment (OSD), (USMT)
  • Experienced in VPN trouble shooting and configuration
  • Experienced in Windows operating system installation and configuration
  • Experienced in Software and hardware configuration and installation
  • Experienced in VMware\Hyper-V 2yrs virtualization technology
  • Experience with creating intendance of optional O.S. on servers using Hyper-V
  • Configured and installed VMware player for Windows 7 imaging and Software testing.
  • Configured and installed XP VMware to test development applications.
  • Experienced in MS Office 2000-2010 installation and configuration
  • Experienced with SharePoint designer 2013-2016
  • Experienced with managing and testing SharePoint site and intranet.
  • Experienced in Exchange 2003/2010, Microsoft SharePoint
  • Experienced in Team Management, Four years of Management/ Supervisory experience
  • Experienced with Shortel management console
  • Goal oriented and self-motivated
  • Quick learner, self-starter, able to work within minimal supervision
  • Excellent Verbal and communication skills
  • Excellent organizational and time management
  • Ability to adapt efficiently to changes in priority and workload

WORK HISTORY :

Confidential

Helpdesk Manager/Senior Technical Consultant

Responsibilities:

  • Managed, Trained, and Mentored Helpdesk staff of 15 Tier 1 technicians.
  • Standardized workstation set up and configuration.
  • Monitored and generated reports that reflect the productivity of the staff/Helpdesk
  • Identify trends from patches management/updates and create resolutions for patch issue.
  • Validate billable hours for staff
  • Created incentives for high performance and ticket closure rates
  • Created escalation process and documentation.
  • Created training material for new tech and bank users
  • Managed site images (OS Windows 10)
  • Incorporated other team recourses for cross training and projects
  • Managed the progress of IT projects and assignments to ensure completion and customer satisfaction.
  • Evaluates, deploys, and supports all Confidential Bank workstations applications.
  • Develops seamless integrations among desktop applications.
  • Performs routine software updates/Firmware updates to enhance functionalities and security
  • Troubleshoots and resolves escalated desktop application and OS issues
  • Builds/Deployed hardware agnostic image for workstations/laptops (600 users).
  • Creates/Modifies custom group policies using PowerShell scripts for workstations.
  • Manages application package creations, and deliveries through SCCM.
  • Maintains workstation security using various technologies such as endpoint protection software, data encryptions, application whitelisting, and others. (McAfee, BitLocker, PointSec)
  • Performs desktop (Windows 10) rollouts and data migrations using OSD task sequences and USMT for 600 users/workstations

Confidential, Washington, DC

Desktop Support Engineer/ Helpdesk Team Lead

Responsibilities:

  • Mentored 5 Tier 2 Helpdesk technicians, Managed the Incident queue to ensure request and incidents were fulfilled and resolved, Troubleshoots and resolves basic hardware and software problems using diagnostic tools to determine if the problem is due to equipment, network, or application errors; referring the more complex problems to senior staff, ensures workstation configurations conform to system engineers’ specifications and policies and procedures are enforced
  • Managed SharePoint site on Intranet. Document management, and assigned access to user accounts.
  • Highest Preforming Tier II technician averaged 100-150 tickets weekly with a closure rate of 95%. Was awarded Best Customer Service for the year 2015 from Confidential 
  • Workstation upgrade, Windows 7 migration. Supervised and Managed windows 7 upgrade of 450 workstations. I successfully migrated user and machine data/profiles by using USMT Capture SCCM (System Center Configuration Manger).
  • Managed Confidential Online (EOL) workstation upgrade. Upgrade 25 developer workstations to win7 64 bits and installed and configured software. In addition to software installation I also capture and migrated their existing data/profiles to new machine
  • Configured Server 2012 DHCP and DNS Services
  • Completed Windows 10 Migration, Successfully migrated 600 machines using SCCM 2012 and 2016
  • Managed Confidential Online (EOL) workstation upgrade. Upgrade 25 developer workstations to win7 64 bits and installed and configured software. In addition to software installation I also capture and migrated their existing data/profiles to new machine.
  • Managed and deployed 15 laptops for DMS Project at Confidential Bank (Document Management System). Configured /installed software and migrated user data/Profiles to new machine.
  • Responsible for Preformed Daily Systems Report (Availability Report), a report that provided the CIO with status of internal systems and applications.
  • Managed all I.T assets/Inventory (for Confidential Bank (Asset Manager) updated and modified inventory, processed deliveries and shipments going out. Responsible for deploying and assigning workstation and update the domain Image
  • Managed and supervised deployment of 550 Confidential IP Phone on domain and installed and configured Jabber on user workstations.
  • Managed Confidential Bank’s Annual Conference I.T expo. Build 25 machines for the Annual Conference, configure Confidential Bank’s Twitter account on the machine to display interactive social media marking
  • Build and deployed machine (45) for Confidential Bank’s regional offices, Created and Managed the solution for constant connection to headquarter data center, Coordinates with other departments, such as Infrastructure Engineering, Network Services, Telecom, Service Desk, and Information Protection, to ensure their workstation and LAN requirements are met
  • Managed and configure Skype for Business on (550) Confidential Bank machines and (25) personal machine (Non- Domain). Also, conducted Skype training for all of Confidential Bank’s users. Ensure that the user base had a comfortable understanding of the applications functionality.
  • Responsible for desktop support\Applications for 50 developers at Confidential . (SQL , RAD, TOAD, ECLIPES)
  • Managed Wireless network (DMZ) Access Authentication credentials.
  • Performs and assists with system upgrades with servers and switches including applications such as, but not limited to, Anti-Virus, Help Desk ticketing software, E-mail and network monitoring software
  • Works closely with the Director (CIO) and Staff to Implement\Develop and Network policies, procedures and standards for Users and external offsite Users, maintains documentation for workstation assembly, workstation load, workstation configuration and quality assurance procedures creating reports as requested or neede
  • Installed, configured, and created user account for Shortel VOIP devices
  • Managed Installation\Implementation of Confidential VOIP phones UCS, Managed\created user accounts in the Confidential Call Manager
  • Installed and managed Confidential VCT equipment and configurations
  • Installed and configured Remedy Ticketing system
  • Installed and configured IBM developer software packages (Clear Quest, RAD7.5.5, Clear Case)
  • Installed Quest software and configured the software (Toad)
  • Installed and configured Oracle software
  • Installed and configured Citrix XenApp
  • Responsible for operating system upgrades of 500 systems from XP to Win7
  • Responsible for imaging/ installing Windows 7 and 8 OS on Dell laptops and desktops.
  • Managed Exchange user accounts (Outlook 365).
  • Created and assigned Incidents and Service Request from SCCM Service Manager ticketing system.
  • Created, Responded and Assigned trouble tickets in Remedy ticketing system.
  • Created/ updated user LAN accounts in Active Directory and created hardware accounts in Active Directory.
  • Created and managed Print Servers on domain
  • Preformed LAN / User account maintenance in Active Directory
  • Responsible for Asset Management changes and updates (new equipment).
  • Responsible for RSA token assignment. (Remote access).
  • Responsible for data migration and user data backups.
  • Responsible for peripheral equipment maintenance and configuration. (Printers, scanners, projectors).
  • Responsible for Ensuring user access, performance, reliability and security.
  • Updated web browsers; (Firefox, I.E)
  • Installed and configured Microsoft Office 2010 and Outlook 365
  • Configured and installed VMware player for Windows 7 imaging and Software testing.
  • Configured and installed XP VMware to test development applications.
  • Create Windows 7 image for Confidential ’s Annual Conference using VMware player for 50 machines.
  • Managed and assisted with implementation of PIV authentication.

Confidential

Team Lead Desktop Technician

Responsibilities:

  • Successfully migrated 900 windows XP machines to Win7 using SCCM USMT tool.
  • Assist the PM with successful delivery of the project
  • Manage deployments and schedule changes
  • Collect site-specific data and convert into status reporting and deliverables
  • Manage onsite resources against project objectives
  • Conduct technician On-boarding requirements
  • Provide financial data reporting to the PM for budget monitoring
  • Upgrade systems as documented in a consistent manner
  • Provided upgrade support for users including Windows 7 questions and issues related to deployment.
  • Effectively escalated any issues for resolution to the appropriate department.
  • Responsible Physical inventory for approximately 900 systems
  • Upgraded the memory for any systems that fall below the threshold set by Fauquier Health
  • PC Refresh- replaced systems hardware for approx. 100 items
  • Upgraded approx. 800 systems to a standard Windows 7 image
  • Provided and Excel spreadsheet reflecting: Asset Tag #, Floor, Building, Room #, Cubical, Make, Model, Serial #, Inventory technician name
  • Demonstrate excellent customer service skills to all users
  • Ensured that system upgrades are successful

Confidential

Jr. Network Admin/Desktop Engineer, Va

Responsibilities:

  • Approved RSA Certificates/VPN access and configured the RSA Security tokens with the VPN software ( Confidential Any connect) for all domain machines (65)
  • Configured/Installed Pointsec Encryption Software on (65) domain machines and created the user profiles and configured the profiles with the software.
  • Configured Point sec encryption software with RSA token on (65) domain machines to ensure the RSA/Point Sec profiles properly authenticated into Windows environment.
  • Managed integrity of Active Directory by routinely deleting user/machine accounts
  • Resolved Network vulnerability issues, (Systems unable to receive Group Policy updates) by ensuring the machine name has an account in Active Directory and ensuing that the machines membership to the domain is a trust relationship. (DNS)
  • Utilized SCCM software to distribute Microsoft system and software updates to (65) domain machines.
  • Resolved remote connectivity issues with Verizon wireless modems and internal wireless cards for remote users with non- Domain machines by disabling the feature in the BIOS
  • Installed/Configured/Tested Citrix plugin on user Laptops and other remote devises (IPads, iPhones, Android Notebooks, Android phones)
  • Managed Inventory and Software licensing in Active Directory for the entire company.Developed Technical documentation for Users
  • Preformed Software upgrades and installation on domain machines and non-domain machines. In addition, replaced and repaired laptop and user workstation for the entire company.
  • Created, deployed domain image using Ghost Imaging Process, ensured the image was in coherence with DOD regulations and standards.
  • Provided Telecom support and troubleshooting

Confidential, Alexandra, VA

Desktop Engineer

Responsibilities:

  • Configured and installed Winn 7 on desktops and laptops
  • Configured and installed Microsoft Office 2012
  • Configured and installed Microsoft Outlook 2010
  • Configured Blackberry and mobile devices to the exchange server. (BAS)
  • Responsible for desktop modification/upgrade.
  • Responsible for operating system migration project from Winn XP to Winn 7 (150 devices/clients)
  • Responsible for the installation of department specific Software(Costpoint, Impromptu, Shortel voice over IP)
  • Responsible for configuration of Shortel voice over IP phone system.
  • Responsible for Blackberry and mobile device activation/deactivation.
  • Responsible for telecommunication equipment recovery/distribution (Asset Management)
  • Responsible for RSA activation and configuration for remote connectivity (Secure ID)

Confidential, Washington, DC

Information Technology Coordinator

Responsibilities:

  • Provide I.T. Support to a department of 225 Clients/Users.
  • Respond\Resolve network connectivity issues for department/clients
  • Create Wins/Lan accounts for new clients and hardware
  • Configure/installed Lotus notes version 8.5 for new clients
  • Resolve Lotus notes issues mail server issues.
  • Create remote accounts in RSA for field clients to access the IFC network.
  • Process request for new communication equipment and configured new equipment for department/clients.
  • Maintained accountability for communication/Information Technology equipment assigned to CAI
  • Set up/configured communication equipment i.e. Laptops and network printer for Spring Annual conference for the World Bank.
  • Set up VC presentations using Confidential Voice over IP phone system.
  • Followed up on the resolution of incidents escalated to the service desk for resolution.
  • Configured Black Berry mobile devices for clients,
  • Configured IPADs onto IFC Network/Citrix Server farm for remote access to the Network.
  • Configured AMX VC system in conference rooms for video conferencing.

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