Senior Windows Desktop Engineer Resume

PROFESSIONAL PROFILE:

Confidential

Senior Windows Desktop Engineer

Responsibilities:

Configure, deploy and maintain Bomgar remote support tool.
Assist in implementing and troubleshooting a Citrix environment of over 300 concurrent users on 24 VDAs (Virtual Delivery Agents).
Administer and manage both digital and physical RSA Tokens for 400 users.
Manage all licensing for Adobe, Office 365 and Cisco Unified Communication products.
Facilitated ITSM tool switch from ServiceNow to SysAid as well as configured and delivered regular reports from both platforms.
Manage Idaptive services through Centrify SSO (Single Sign - On) for both Apple and Android devices.
Manage, create, and assign groups and users using Active Directory and AD Manager Plus.
Migrate 400 users from Windows 7 desktops to Windows 10 laptops leveraging folder redirection for data migration.
Provision and manage VOIP phone profiles, extensions and voicemail within CUCM (Cisco Unified Call Manager).
Assist in the deployment of 400 mobile phones leveraging Microsoft Intune MDM (Mobile Device Manager).

Confidential

IT Specialist

Responsibilities:

Act as the primary Zendesk administrator creating and managing ticket triaging structure as well as automated tasking and triggers for multiple departments.
Administer and configure Cisco desk phones and Jabber soft phones using CUCM.
Image and manage 180 endpoints using Symantec Altiris via scripts and task sequences for deployment and patch management.
Install, configure, and troubleshoot FortiClient VPN clients.
Route and patch ethernet drops throughout the building when necessary.
Install and maintain Vipre anti-virus definitions and configurations.
RICOH, HP, and Dell printer troubleshooting and maintenance.
Cisco WebEx troubleshooting and managing meetings and audio setup.
Provide both desk side and remote support using Bomgar and WebEx.
Extensive Office 365 troubleshooting and administration.
Configure and deploy servers running Windows Small Business Server and Windows Server 2008-2019.

Confidential

Systems Technician

Responsibilities:

Extensive troubleshooting on platforms such as Cisco WebEx, Jabber and AnyConnect VPN Clients as well as Office 2010, 2013 and 2016.
Complete or close 15-20 tickets a day varying between on site and remote.
Implement remote solutions through the combined use of ServiceNow and Bomgar platforms.
Extensive account and folder access services using Active Directory.
Set up and troubleshoot large scale web meetings through WebEx and Skype.
Assist with hardware and data migration of 1200 user machines and profiles using RoboCopy and Microsoft PXE Servers.
Analyzed and escalated tickets to 7 different teams when necessary.
Install and verify the integrity of various software packages ranging from Adobe products to an assortment of data collection software via Microsoft SQL Servers and SCCM.
Provided weekend/On-call support on a rotating schedule.
Assist in maintaining up-to-date backups of machines and restoring data when necessary using CommVault.
Work supporting and maintaining over 200 virtual machines through VMWare vShpere client.

Confidential

Project Engineer/Service Desk Technician

Responsibilities:

Scan for networks endpoints and install LabTech agents on over 1000 workstation/servers.
Install, configure, troubleshoot, repair, and upgrade workstation hardware and software as well as network and local printers.
Upgrade workstations from Windows 7 to Windows 10 and migrate all user data and 3rd party applications.
Support and maintain PC hardware and software including new computer setup, images, software installation, preventive maintenance, and troubleshooting.
Complete or close 10-15 tickets a day varying between on site and remote.
Service 55 different companies as part of a 6-person Managed Service Provider.
Provide both remote and on-site assistance using Bomgar, ConnectWise Automate, and N-Central to evaluate, troubleshoot, and resolve users’ problems while keeping detailed notes in a ticketing system.
Maintain servers and backups with services including Datto and Meraki Cloud as well as extensive use of Active Directory.
Experience with Office 365 Admin portal and Exchange portal.
Support users on both Android and iOS platforms to configure e-mail and other 3rd party applications.