OBJECTIVE:

Currently seeking a desktop support, level/tier two help desk or entry level junior level server administration position to utilize and expand on my current qualifications.

SUMMARY:

• Over ten years experience with evaluating, troubleshooting, diagnosing, analyzing and solving technical problems.
• Over ten years utilizing various ticketing systems.
• Over five years of initiating and coordinating service calls and repairs through various vendors.
• Over ten years of laptop, desktop and server imaging, deployment, support, hardware replacement and installation.
• Over fifteen years of implementing and utilizing organizational skills.
• Over ten years of researching, editing and creating troubleshooting and technical documentation.
• Over ten years of multi - tasking various workloads at once.

TECHNICAL EXPERIENCE:

Databases: MySQL, Access, Interbase/GDB, Oracle.

Platforms: Windows XP, 2000, Server 2003-2008-2012 , Linux (Red Hat/CEntOS), Windows 7/8/10, Linux QEMU (similar to VMWare).

Scripting: Batch scripting, basic Linux scripting

Packaging: NSIS

Imaging: Sysprep and Part-image (imaging), image x (desktop imaging), Confidential Boot with SCCM

Desktop Support: , Active Directory, Workstation/Server Domain joins, Registry Editor.

Security/Protection: Ad-ware, Spy-bot, Symantec and MacAfee anti-virus suites, CC Cleaner.

Ticketing Systems: Remedy, DK Help Desk, Clarify, Jira, RT, Seibel, E-Maintenance, Service-Now, RemedyForce

Remote Software: Remote Desktop, GoToMyPC, LogMeIn, Carbon Copy, Bomgar, Dameware

WORK EXPERIENCE:

PC Technician Lead, Marlton, NJ

Confidential

Responsibilities:

• Currently on assignment deploying windows 10 and new PCs.
• Imaging PCs as needed.
• Removing the old workstation unit, installing mounting brackets and mounting the replacement PC.
• Processing weekly paperwork.
• Moving PCs from one OU to the correct OU.
• Adding Security Groups to the PCs.
• Installing applications to the new PCs as pertaining to it's function.
• Transporting equipment from the equipment depot to site.
• Coordinating supplies with the Asset team.
• Scheduling PC replacements and reloads with the Operating Room, Central Sterilized and Emergency Departments.

Confidential Deployment Tech, Cherry Hill, NJ

Confidential

Responsibilities:

• Performed environment data collection and user communication, data entry, floorplan editing in Visio, prep and build equipment (including PCs, terminals, and printers), deploy equipment to designated areas within the departments, install Confidential required peripherals, remove old equipment (as needed).
• Functioned as the Interim Team Lead performing coordination of tasks between techs, compiling daily attendance reports, compiling performance evaluations, coordinating workspace for techs, tracking department and satellite progress.

Field Support, Voorhees, NJ

Confidential

Responsibilities:

• Performed hardware break fix, hardware installs at client sites, software installs for clients, printer installs for clients based off of workflow and imaging of Lenovo laptops, tablets and desktops. Managed the inventory of current in stock equipment and equipment that is dispatched to client sites.
• Updated and creating process and procedures for devices that need to be repaired, "How-To's" and new/former employee equipment changes.
• Moving newly added devices in AD to the correct OU container.
• Created/streamlined the imaging process for imaging devices with a thumb drive and a linux fileserver compared to a thumb drive and an single external hard drive.
• Tested network lines with a network tracer to make sure the line is active and to locate where on the network switch the device is connected.
• Coordinated repairs with the hardware vendors.
• Desk moves and software installs/upgrades for current staff and sites.
• Desk moves and software installs/upgrades for current staff and sites.
• Inventory tracking.
• Windows 10 configuration with local GPO updates and updating the deployment folder for future deployment.
• O365 Setup for new hires. iOS/Android email setup for employees. iPad Kiosk configuration and setup.
• Creating knowledge base articles for use by the remote team.
• Creating SOP’s for team members.
• Installation and training for end users on the authorize.net web based app and their new credit card swiper.

Technician, Edgewater Park, NJ

Confidential

Responsibilities:

• Assisted stores with technical problems in regards to the POS, telxons, tag printers, PCs, servers and switches determined the root cause of the malfunction or problem.
• Utilized linux command prompts to connect proper equipment to the systems at the store level.
• Software deployment to corporate, warehouse employee’s laptops or desktops and POS systems at the store level.
• Hardware support of the POS system at the store level.
• Assisted users with setting up or re-enrolling their mobile devices in Airwatch.

Implementation Tech, Philadelphia, PA

Confidential

Responsibilities:

• Assisted with the Confidential implementation roll out at Confidential which entails imaging workstations, running scripts on desktops to make sure the mapped printers are successfully with the new system.

Service Desk Technician & VIP Support, Oak Brook, IL

Confidential

Responsibilities:

• Responsibilities included responding to tickets regarding locked out active directory accounts, software corrections and new hire requests. Imaging desktops and laptops through Confidential boot (in association with SCCM) in order to deploy a Windows 7 base image.
• Setting up and configuring existing equipment and Windows Surface devices and installing required software.
• Generating quotes through a vendor's quotation tool and providing the quote to the requesting parties for approval prior to ordering.
• Deploying the ordered hardware and walking the new or existing user through the new equipment.
• Managing the equipment inventory as it arrives and is deployed to users.
• Provided VIP Support to ‘C’ level executives, securities brokers and management.
• Configured MFP devices for scanning to PCs, emails and printing for local and remote personnel.

Tier2 Services Support, Chicago, IL

Confidential

Responsibilities:

• Primary functions included supporting the hotel’s credit card processing, reservations and sales applications and application outage notifications, credit card gateway support includes rebatching, determining if batches have been processed properly and gateway communication resolution, reservation support consists of determining error codes, database errors and connectivity resolution for the hotels, application notification support consists of determining application and hotel communication problems and resolution, application outages consist of relaying and contacting proper personnel of any planned and any unexpected outages that occur during normal operations, current and previous projects include documentation review, updating, creation and deletion.
• Performing FIM/Active Directory support for adding, extending and troubleshooting users and contractors profile, login and access rights.
• Workstation work consists of software installations, proper environment variable listed/entered, registry settings imported/set correctly.
• Server consists of data migrations, computer renaming, domain join/rejoin, DNS registration and ip addressing.