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Systems Engineer Resume Profile

SUMMARY OF QUALIFICATIONS

  • Since 1997, I have held many support roles including: Supervisor, Team Lead, System Engineer, Desktop Helpdesk Tech.
  • 5 years as a SYSTEMS ADMINISTRATOR including
    • LDAP AUTHENTICATION SYSADMIN for Microsoft Active Directory
    • DESKTOP MANAGEMENT SYSADMIN for LANDesk Management, Prism, Unidesk VMware View
    • HARD DRIVE ENCRYPTION SYSADMIN for PGP WHOLE DISK ENCRYPTION
    • MOBILE DEVICE MANAGEMENT SYSADMIN for GOOD Mobile
    • WINDOWS Servers Files Share, Print Share, IIS, DNS, DHCP
    • VMWARE VCENTER VMWARE VIEW Server and Desktop delivery
    • CISCO SOLUTIONS Call manager, Unity, UCS, VXC 2211 clients
  • 4 years as a LEAD TECHNICIAN and SUPERVISOR. 6 years mentoring technicians.
  • I focus on CUSTOMER SERVICE, and believe I add Customer Service value to any organization, for which I work.
  • I work with my Business Units, to understand their needs and act as a CONSULTANT and partner to deliver the proper solution for an effective efficient implementation. I can easily apply this process to internal or external clients.
  • Managing the full lifecycle for machines including: Procurement, Provisioning, Deployment, Management, and Retirement.
  • 5 years managing our vendor relationships for various technologies.
  • I am always a resource that can be counted on to get tasks resolved projects complete or out-side the box logic applied.

PROFESSIONAL EXPERIENCE

Confidential

Held 3 positions: Desktop Services Supervisor, Desktop Services Team Lead, Systems Engineer

  • Provide Leadership and supervisory oversight to the Desktop Services and helpdesk teams prioritizing the Incident, Service Desk and Release Management functions as they relate to the provisioning and support of individual users.
  • Engage in 1 on 1 Sessions with my staff to ensure Efficiency, Understanding and Timely course of action.
  • Perform Quarterly Yearly Reviews to ensure our missions are in sync.
  • Project: replace 500 desktops with VMware View Sessions Cisco Zero clients
  • Provide Tier III support for advanced Incidents that have exhausted the skill set of other team's ensuring SLA compliance and preparing and submitting periodic Desktop Services performance reports as requested by management.
  • Perform all functions of the vendor manager for any out-sourced desktop support services.
  • Manage the coordination, support and maintenance of branch technology implementations.
  • Develop and maintain a responsive and scalable desktop support program and create all the procedures necessary to deliver said services. Then continue to manage all aspects of programs and services ancillary to the Desktop Services Program such as cell phone services, computer management services, Active Directory and Group Policy objects, Operating Systems configurations, Software Deployments, OS Application patching, and Enterprise event Monitoring.
  • Research, test, evaluate, and recommend technologies, desktop management platforms, hardware, software applications, as they relate to the maturation of the incident and service desk functions while continuing to identify, assess and mitigate technology impacts to the organization and conduct effective process improvement initiatives designed to increase users' satisfaction and minimize time lost.
  • Maintain and supervise Release Management activities compatibility tests and evaluations of hardware and software to determine efficiency, reliability, and compatibility with existing systems.
  • Manage and maintain the authorized software list and the inventory of all PCs and peripheral equipment.
  • Serve as the Project lead/manager on assigned and predetermined projects as directed. This includes medium to large sized IT-based projects pertaining to the desktop environment.
  • SYSADMIN to various degrees the systems listed above.

Confidential

Desktop Support Engineer

  • Technician training and mentoring.
  • Computer Management Administrator using LANDesk Management Suite
  • Provide resolution to Tier I/II incidents within SLA compliance.
  • HP Printer support.

Confidential

Held two positions: Field Support Desktop Support

  • Provide resolution to Tier I/II incidents within SLA compliance for LAN, server, desktop, laptop printer support for 200 users in 14 bank locations across Florida.
  • Provide resolution to Tier I/II incidents within SLA compliance for desktop, laptop, server, printer LAN support for 130 users in one bldg 1300 users in North Carolina
  • PROJECT: Team Lead in Central Florida during conversion of Admiralty bank to RBC Centura.
  • Installation, configuration, and support of networked Test Server's, PC's, Laptops, and Printers.
  • Standard Image creation deployment - I created and maintained ghost images for all PC's and laptops.

Confidential

Desktop Support Specialist

  • Provide resolution to Tier I/II incidents within SLA compliance for desktop, laptop, server, printer LAN support for 130 users in one bldg 1300 users total.
  • Installation, configuration, and support of networked Test Server's, PC's, Laptops, and Printers.
  • Standard Image Creation deployment - I created and maintained ghost images for all PC's and laptops.

Confidential

Held Two Positions: Desktop Support Specialist, Helpdesk Technician

  • Technical phone and email support.
  • Provide resolution to Tier I/II incidents within SLA compliance.
  • Responsible for: Installation, configuration, and support of networked PC's and printers for 1000 users throughout the org.
  • NT administration, including, password resets, share and user account maintenance, managing privileges, and remotely troubleshooting machine using SMS to fix any issues.
  • PROJECT: Created a web-based documentation utilized for information about departmental procedures, software installation scripts, and troubleshooting tips for both the helpdesk and desktop support teams.

Confidential

Technical Support Agent

  • Telephone Tech Support for the U.S.A
  • Provide resolution to Tier I/II incidents within SLA compliance.
  • Supported all Creative Labs sound cards and accessories, CD-Rom's, CDRW's, DVD drives, DVD decoder cards, and various models of speakers.

Confidential

Held 3 positions: Dedicated Support, Desktop Support, Configuration Room Technician

  • System admin for two remote Netware login servers using Netware Admin NWadmin .
  • Provide resolution to Tier I/II incidents within SLA compliance.
  • Walked users through installations, training issues, and software problems.
  • 25 travel across the U.S. to update and repair any laptops and desktops.
  • Inventory Asset management using Lotus Notes.
  • PROJECT: Converted our DOS back office PC's to Windows 95. Implemented rollout.

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