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Process Support Resume

Eagan, MN

PROFESSIONAL SUMMARY:

  • I am a system support professional with over five years of experience .
  • Throughout his experience/, I become well versed with Windows support, Office365 Admin, Exchange online, deployments, and migrations.
  • With his time at Confidential, he supported POS systems for their 1,200 Confidential stores.

TECHNICAL EXPERIENCE:

Programming Languages: VB Script

Software/Databases: Active Directory, Exchange server, Window Server R2 2012 Office365 Admin/Exchange online

Operating Systems: Window Sever, VMWare, Window 7, XP, Windows, MAC OS, and Server 2008

Hardware: Cisco, Remote Desktop, Dam Ware, VNC, LogMeIn, Screen connect Sophos, Remedy, Citrix, Freshdesk.

Others: Avaya IP phone support, HP Service

PROFESSIONAL EXPERIENCE:

Confidential, Eagan, MN

Process Support

Responsibilities:

  • Level 2 and 3 operational support of a multi forest hybrid Exchange/Office365 environment
  • Manage Messaging Queue and incidents (ITIL) in Service Now
  • Manage User Support for any Messaging and Conferencing related issues
  • Work effectively with other IT teams as necessary to support the Office 365 collaboration environment
  • Update an existing Knowledge base articles and when required for Messaging and Conferencing related items within Service Now
  • Update/Create Level 1 troubleshooting guides for use by the Service Desk for common Messaging and Conferencing Incidents.
  • Work as a Level 2/3 resource on the Messaging and Conferencing Support team
  • Day - to-day Incident and Problem management of a multi-forest Exchange environment
  • Day-to-day user support for various messaging and conferencing related issues
  • Creation and maintenance of Messaging and Conferencing related documentation as necessary
  • Assist Level 4 Engineers and/or Vendors with Incident and Problem management as necessary
  • Work with end-users to resolve Incidents as necessary
  • O365 Collaboration, Outlook desktop client troubleshooting, User Support, Office 365 Messaging related technologies (Skype/Lync, MS Teams), Exchange Server. Admin Portal/Exchange Online

Confidential, Bloomington, MN

Consultant

Responsibilities:

  • Active Directory, add and remove user from groups, support mobile device, Android, IOS iPhone, support window 7 and window 10.
  • Manage end to end life cycle for devices such as Laptop, Desktop, Thin clients, IP Phone, Printers etc.
  • Work with tools such as Remote Management, SCCM/ Service Now to execute day to day activities.
  • Execute IMAC and Break fix activities within SLA’s and as per customer satisfaction, update software/hardware
  • Support data back and transfer activities for user during Break fix, migration and refresh with utmost care and accuracy. Proactively ensure client devices are not vulnerable, and updated with the latest security patches and antivirus definitions.

Confidential, Minnetonka, MN

IT Administrator

Responsibilities:

  • Desktop support for all users, assist in maintaining and administering all aspects of the network.
  • Also support as desktop engineers with migration and imaging win7 and window 10 support, manage end to end life cycle for devices such as Laptop, Desktop
  • Monitor and resolve requests and incidents from the internal tracking system.
  • Troubleshoot and diagnose problems relating to workstations, network availability, and application availability.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
  • Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
  • Test and image desktops and laptops using SCCM Deployment.
  • Administer and support servers, laptops, printers, desk phones, mobile phones (mdm Microsoft Intune), VMware, backups.
  • MDM security setup software/Hardware installations and deployments, maintaining take backups, Desk Phone Avaya, Avaya Phone VIOP, Mobile support Apple /Android tablet and mobile phone devices. Monitoring Helpdesk ticket, monitor health of system, Reset Password, Add new account with various priorities applications. Account Provisioning, and VPN creation Cisco and Sophos. Onboarding/Off boarding. Setup Verizon Network Extender around the building.
  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved. Create, document and track issues and resolution.
  • Logged and resolved tickets within Service Now and handle account control using AD.
  • Supporting Exchange Online via Office 365, including mailboxes, supporting Active Directory and Azure Active Directory
  • Supporting Office 365 environment, including users, groups and shared accounts, licensing, and hybrid environment of on-prem and Azure
  • Windows Vista/7, 8.1, 10, Active Directory, SharePoint Online, Window Server 2012, VMware, Office 365 online Admin/Exchange online Admin and Azure Admin portal.

Confidential, Plymouth, MN

Helpdesk Specialist/Jr.Adminstrator

Responsibilities:

  • Desktop support for all users, assist in maintaining and administering all aspects of the network.
  • Software/Hardware installations and deployments, maintaining backups, Monitoring Helpdesk ticket. Reset Password, Add new account with various priorities applications.
  • Building and management of all corporate laptop and desktop images (Ghost, Altiris, primarily for XP and Windows 7, Win10)
  • VMware also Imaging Machines, Deployment. Support Core and MAS500.
  • Windows Vista/7,8.1, Exchange 2003/2010, Active Directory, Office 365.

Confidential, Minneapolis, MN

I.T Technician Analyst

Responsibilities:

  • Provided for new Window 7 end-users; help with software/hardware installs. Window 7
  • Migration, installed new application after migration is complete, Break fix, Laptop and PCs.
  • Maintained high level of customer services and satisfaction through followed up.
  • Add Network printer for user requests. Assist staffs with installation, configurations and ongoing.

Confidential, Eagan, MN

Systems Support Analyst

Responsibilities:

  • Provided for new Window 7 end-users; help with software/hardware installs. Window 7
  • Migration, Deployment. UMTS for backup data then used SCCM tool for Win7 Migration.
  • Imaging, Active Directory, HP Service Manager 7: provide support Window XP, Window 7. Installed Cisco VPN, PC/Laptop, break fix.
  • Had to help resolve issues that was logged within Remedy and Service Now by Helpdesk.
  • Hook and unhook for PC move, and pre computers for deployment. Use Remote Desktop for assist user.
  • Configure network connectivity.
  • Wrote documentation to assist fellow support members on a failed domain migration.
  • Personally migrated over 500 PC’s from former to new domain.
  • Responsible for ensuring customers’ data was capture prior to Window 7 upgrade and restore successfully post upgrade, Install software and hardware IPad, IPhone, Android smart phones, and Android tablet. Installed Point Sec on laptop.
  • Maintained high level of customer services and satisfaction through followed up.
  • Add Network printer for user requests. Assist staffs with installation, configurations and ongoing

Confidential, Minneapolis, MN

System Administrator

Responsibilities:

  • Systems Administrator executing remote Windows 7 migrations from Windows XP workstations.
  • Troubleshooting skills with Windows Server 2008, Windows XP, Windows 7, Windows Management Interface (WMI), VB Script, Windows Deployment Services (WDS), and DHCP via Info blocs, USMT, and Marimba/BMC Blade logic.
  • Use Dam Ware RDP to Workstation, Do WMI fix. 100% work remotely.
  • Remote Deployment, Remediation.

Confidential, Minneapolis, MN

Desktop Analyst

Responsibilities:

  • Provided for new Window 7 end-users; help with software/hardware installs. Window 7 Deployment.
  • Utilize UMTS for backup data then used SCCM tool for Window 7 Migration Deployment.
  • Mange PCs move and prepare new PCs for deployment. Use Remote Desktop for assist user. Configure network connectivity.
  • Responsible for ensuring customers’ data was capture prior to Window 7 upgrade and restore
  • Successfully post upgrade, Install software and hardware.
  • Maintained high level of customer services and satisfaction through followed up.
  • Add Network printers’ for user requests. Assist staffs with installation, configurations and ongoing usability of desk top computers, and laptop.
  • Use Remote Desktop for assist user. Configure network connectivity.
  • USMT scripts to backup user data from XP workstations, swapping the XP device for a Windows 7 device, executing USMT scripts to restore user data to the Windows 7 workstation.
  • Use HP Service Manager Ticketing.

Confidential, Richfield, MN

Deployment Operation Center Analyst/Monitor Build Analyst

Responsibilities:

  • Provided 100 % telephone base support to field technicians and project managers
  • Support for multiple new technology deployments to 1,100+ Confidential retail store locations.
  • Technical assistance for a wide array of subjects, ranging from VLAN switch configuration requests to troubleshooting newly installed systems/devices, to reimaging computers and wipe computers, to resolving issues with network connectivity.
  • Directly supported the rollout over 15 differences deployment projects.
  • Use of a remote management tool such as VNC, Remote Desktop, VPN; Used Remedy Ticketing system, Window XP to Window 7 Migration.
  • Monitor Server Build 20 per night, used Lyn for communication within the team
  • Ensure Server Build is running smoothly/ Work closely with Project Manager/Team Lead with Server Build.
  • Ability to analyze network connectivity issues in an XP and Cisco environment.
  • MS Office Software, Printer Technology (Lexmark/HP
  • Server as 1 of 20 Desktop Operation Center resolving 25-40 calls daily per analysts.
  • Help support POS system for their 1,200 Confidential store.

Confidential, Edina, MN

Help Desk Analyst

Responsibilities:

  • Notes Provided 100% telephone base supporting (inbound/outbound calls) to Stylist at Salon
  • Aided stylists with network connectivity
  • Tracked all issues using Service Now and closed all tickets within the five day SLA Period.
  • Helped stylist’s basic issue with Scanners and Register that are used to finished inventories
  • Followed up with Salon to sure the inventory is finished in timely manner, Used Lotus

Confidential, Minneapolis, MN

Integration Services Support

Responsibilities:

  • Provided for new Window 7 end-users; help with software/hardware installs.
  • Including email, servers, conferencing system, application Server and administrate system.
  • Assist staffs with installation, configurations and ongoing usability of desk top computers, laptops, peripheral and software.
  • Responsible for ensuring customers’ data was capture prior to Window 7 upgrade and restore successfully post upgrade.
  • Maintained high level of customer services and satisfaction through followed up.
  • Used Remedy ticketing system.

Confidential, Eden Prairie, MN

Network Support

Responsibilities:

  • Proactive monitoring and analyzing of the health and status of the production environment and network infrastructure.
  • Creating account into Active Directory, Group Policy Stores, File Registry Permissions, password reset.
  • Providing customers or client with account give appropriate access, all rights associate with necessary privilege, Support MAX OS.
  • Perform first level hardware/software problem analysis, identification, and resolution; execute problem documentation, escalation and notification procedures.
  • Communicate issues and incidents to all levels of the organization as required. Monitoring of daily production batch jobs or other system processing.
  • Responsibilities include configuring PCs, creating standard/reusable PC and laptop images, setting up new accounts, setting up security and laptop encryption, setup and deployment of PCs/devices to the network, resource configuration and access provisioning (i.e. local/network printers, files/folders), transferring user data between PCs/devices, break-fix repairs
  • Worked with VPN, Citrix, Avaya IP phone support and V/M ware support. HP Service Manager for Ticketing

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