Network/Systems Admin, Lead Helpdesk Engineer Resume

SUMMARY:

17 years of professional experience in personal computer and corporate problem - solving.

TECHNICAL SKILLS

Operating Systems: Windows 10, Windows Server 2008/2012/2012 r2, Mac (Snow Leopard through Mojave), Windows 8, Windows 7, Microsoft Windows Vista, Microsoft Windows XP Professional and Corporate, Microsoft Windows 2000 Professional.

PC Hardware: Diagnosis and installation of all PC hardware. Including main board, accelerated video cards, sound cards, hard drives, TV tuner cards, processor, RAM, power supplies, and expansion cards.

Software: Samsung OfficeServ Device Manager, Avaya IP Office Management Studio, FreshDesk, TeamViewer, Go to Meeting, Adobe Acrobat, Microsoft SQL Server Management Studio, Microsoft Enterprise Manager, MS Office 2003/2007/2010/2013/2016/ Office 365, Active Directory, Virus and Spyware removal, SSL/VPN.

CRM Experience: Salesforce, Infor/SalesLogix, Microsoft Dynamics, Zoho CRM, Zoho Desk, ACT, Goldmine, Zendesk, Sage

EXPERIENCE:

Confidential

Network/Systems Admin, Lead Helpdesk Engineer

Taking direct and escalated phone and email support for Mondago and QGate Software products.
Remote installation and connection for our CTI Server and end-user training for all products.
Worked with Go Integrator, Xchange for Samsung, Go Connect for Panasonic and Go Connect Developer products.
Maintained the company used, Avaya IP Office phone system.
Initial configuration and maintenance for a company used, Samsung OfficeServ phone system.
Creation of training documents including step-by-step troubleshooting guides.
Extensive work within Telephony/VoIP and CRM integrations. Including Salesforce, Zoho, Microsoft Dynamics, and ~30 others.
Extensive work with TAPI compliant software and supported phone systems.
Maintained training and testing environments in Windows and Mac Operating Systems using VMWare and Windows Hyper-V.
Setup and daily maintenance for a company used Windows Server 2012r2 implementation for domain and FTP services.
Consistent teamwork with current distributors and re-sellers of our supported products ensuring the end user implementation was completed on time and to the end user’s satisfaction.

Confidential

Configuration Specialist

Entry level web development on Michigan Educational Grant System Plus (MEGS+).
Front end creation, configuration, and testing of MSHDA, NJ Sage, NH DHSS, MA DHCD, Ohio Criminal Justice and Michigan Educational Grant systems.
Admin and Grantee manual creation for MSHDA, MA DHCD, and Ohio Criminal Justice.
Creation of template-based PDF forms.
Facilitated major system upgrade from Intelligrants to Intelligrants 09 for MA DHCD and MEGS+.

Confidential

Remote Desktop Management

Level II and Level III (SSL/VPN) users on the GMOL, GMAC, Allison Transmission, and OnStar accounts.
All aspects of remote break/fix for software within the environment. Including Windows XP, Office 2003/2007, Lotus Notes, Palm PDA software, SSL/VPN software, QuickTime, and AutoCAD.
Completed troubleshooting for home network for SSL/VPN users in wired and wireless applications.
Worked with on-site team post rebuild to ensure user machines received appropriate software.
Took 2nd and 3rd Level calls diagnosing, advising, and troubleshooting root problems.
Held administrator accounts in all of GMOL domains including North America, Europe, Australia, Asia Pacific, and Latin America.
SME for upcoming product installations and software delivery.
Support for over 240,000 machines, worldwide.

Confidential

Windows XP Remediation Team

Remediated problems with GMOL’s software delivery methods in the North American domain, for companywide migration from Windows 2000 Professional to Windows XP.
Uninstalled programs (i.e. Palm software, Office 2003 SP1 installation failures, and any other unsupported software.) to facilitate the delivery software.
Took 1st Level overflow calls involving SSL/VPN, password resets, Lotus Notes, MS Office 2003, mapping network printers, and mapping shared drives.
Identified and fixed hole in the delivery software procedure, cutting time in control of user machines from 2 hours to fewer than 20 minutes.
Facilitated operating system migration to 120,000 North American machines.

Confidential

Geek Squad

Diagnosis and recommendations on customer’s computers.
Installation of virus software, anti-spyware, and Microsoft Updates on new computers.
Removal of viruses and spyware using Symantec, Ad-aware, CCleaner, Spybot S&D, Webroot, Hijack this, and CW Shredder. Including team written procedures on removal methods.
Recommendation and installation of hardware based on customer purchases including hard drives, accelerated video cards, RAM, sound cards, power supplies, and USB peripherals.
Sales of computer systems including aftermarket hardware and software based on customer’s

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