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Manager Resume Profile

Qualifications

  • Researched, developed and tested Windows 7 Deployment using AIK and MDT.
  • Familiar with the testing and implementation of Patches, Software and Hardware in a fast paced mission critical 24 X 7 business environment.
  • Supported 8000 Pc's, Laptops, Tablets and printers in a hospital environment as well as in average business environments at multiple locations in PA.
  • Support and troubleshoot issues within AD and GPO Environments.
  • Experienced in a fast paced customer satisfaction in fast paced environment with multiple SLA's.
  • Proficient with all Windows based Operating Systems including the Windows server family.
  • Packaged and deployed multiple applications in a dynamic environment.
  • Manage 1 Senior and 2 other Mid-level staff.
  • Interfaced with DEP Staff to Plan and Implement Office 2010 and Windows 7.

Experience

Confidential

SCCM Administrator

  • Supporting the PennDot SCCM environment. This includes the deployment of SCCM 2012 with IBCM and MBAM Integration. I am the backup for McAfee and SCOM. We support 11,000 systems including servers, workstations, laptops and tablets. Maintain PennDOT's Windows Images package all software for distribution as well as deploy all Windows Updates. Support all Tier II staff on Remedy tickets.
  • Build and prepped the servers, installed and configure SCCM 2012 with OSD, MBAM and IBCM enabled.
  • Educate support staff on how to use SCCM 2012.
  • Document the SCCM 2012 Run book, complete with installation and lessons learned.
  • Deployed and supported OpenScape Fusion VOIP desktop software.
  • Create and deploy new Windows 7 Images for specific program areas.
  • Create and deploy new Windows 8 image for testing.
  • Desktop support for management.

Confidential

Workstation Specialist

  • Supporting the PennDot Windows 7 deployment for the entire state. This required travel and desk side support for the deployment. Assisting the end user with configurations, Installing custom software, troubleshooting deployment issues from Print driver comparability issues due to the 64bit OS as well as other software and hardware related issues.
  • Assist with all Level II and III Remedy Trouble Tickets. Giving advice for issues found during the deployment.
  • Troubleshoot all Level II/III tickets for a state agency with offices in every county of PA. Supporting a total of 3500 PC's and Servers using Remedy, remotely and onsite.
  • Assist in the deployment of Windows 7 using my experience and knowledge of the MS Operating Systems 95 through Windows 7 and Server OS's NT through 2008 R2 and other enterprise related technologies including deployment processes . Working in the trenches with the end users, acting as a liaison between the full time staff managing the deployment and the end user.
  • Mentoring and educating onsite staff on Windows 7, UAC, Best practices, issues with 64bit compatibility as well as other aspects of the enterprise use of Windows 7.

Confidential

Senior Consultant / Manager

  • My initial job description was to function as a go-to for all mid-level staff. In addition to assisting our mid-level staff I was responsible for finishing the migration from SMS to SCCM 2007, deploying all new patches and Windows Updates via SCCM, packaging new and evolving applications and creating DEP's standard image using Dell's ImageDirect online image-management service. I was also to back up my manager in his tasks as well as contribute in planning and direction of projects and staff.
  • Early into our ownership of this project our manager left the project for personal reasons. I was then promoted to Manager. Following this I promptly started interviewing for my replacement. My new duties included management of GPO policies and GPO related issues. We then started planning our Office 2010 rollout as well as our Windows 7 deployment strategy, while continuing to assist my staff with trouble tickets and packaging issues.
  • Troubleshoot all Level III tickets for a state agency with offices in every county of PA. Supporting a total of 3500 PC's and Servers using Remedy.
  • Troubleshoot and resolve intranet, AD and GPO issues.
  • Assist Mid-Level staff with McAfee VSE, HIPS and EPO, Imaging, software deployment, scripting and software packaging issues as well as Level III Remedy Tickets.
  • Completed the transition from SMS to SCCM 2007. This included software deployments, Windows updates, SCCM Client installs, packaging and deployment of SCCM Console and 1E wakeup utilities/server.
  • Researched and wrote position paper and implemented the use of Maintenance Windows within SCCM.
  • Interface with DEP management to plan a strategy for the implementation of Office 2010 and Windows 7.
  • Test Remedy 7.6 during the testing and planning stage of implementation.
  • Software Packaging, multiple titles for deploying via SCCM.
  • Improve processes and document all standards and expectations.
  • Improved the imaging solutions as well as standard installations scripts. This allowed packaging to be done in half the time or less.
  • Interface with Level I and II support to understand their needs as well as issues, building trends and reacting accordingly.
  • Review resumes and conduct interviews of Acclaim hires for DEP. Assist in proposal writing for other Acclaim bids.
  • Maintained Acclaims infrastructure, this includes servers, desktops, VPN, routers, and any other needs that arise.

Confidential

PC Tech / Level II Consultant

  • My initial job function was to take trouble tickets and to resolve all issues from AD to printers to a mouse. This then evolved into research, development and testing of deploying Windows 7 with MDT and AIK.
  • Troubleshoot all hardware issues with printers, laptops, desktops, tablets and peripherals for 8000 users across multiple buildings.
  • Troubleshoot all software issues with printers, laptops, desktops, and peripherals. This includes Windows XP Professional / Windows 7 Enterprise, AD, SCCM, Office 2007, Office 2003, and other software applications used in a hospital environment as well as troubleshooting network connectivity.
  • Troubleshoot and maintain issues within AD.
  • Plan, create and deploy images for Windows 7 using MDT and AIK in preparation of a Windows 7 migration. Assist in testing of patches for Windows 7 and the effects on our current software.
  • Setup USMT for all PC Technicians to automatically migrate Windows Profiles for XP, Vista, and Windows 7 via batch file.
  • Work within the OR's as well as other sensitive areas of the hospital.
  • Receive, track, and close helpdesk tickets using Foot Prints.

Confidential

Desktop Support Specialist Level I / Level II Consultant

  • Receive, track, and close helpdesk tickets, assist on projects such as wires rollout, Kyocera printers and Office 2007 migration. For 6 months I worked on the phone desk receiving tracking and resolving calls. Document and share knowledge of newly discovered issues and how to resolve them.
  • Troubleshoot all hardware issues with printers, laptops, desktops, and peripherals for 3000 users across multiple buildings.
  • Troubleshoot all software issues with printers, laptops, desktops, and peripherals. This includes Windows XP Professional / 2K / Vista Ultimate / Windows 7 Ultimate, AD, Altiris, Office 2007, and other software applications also wireless configurations, air cards and troubleshooting network connectivity.
  • Troubleshoot and triage incoming calls from outside and inside customers of Capital Blue Cross, including all of their websites.
  • Receive, track, and close helpdesk tickets using Remedy 7.
  • Escalate and work with Tier III tech support for problematic issues.
  • Install software as well as peripherals and more.
  • Test and comment on some of their custom built applications for IT.
  • Plan, test and implement new printers company wide
  • Assist in the implementation of the company's wireless network across multiple buildings including creating training material for other IT staff to follow. To follow that up I then trained the end user and IT on works as well as other IT staff on how to configure the software packages for wireless.
  • Assist in the roll out of Office 2007 to all our buildings.
  • Customer Service and working with helpdesk and the end user to ensure quick and correct resolution.
  • As new solutions or issues were found I documented them for others to use.
  • Worked on the Tier I helpdesk phone support.
  • Worked on the Tier II helpdesk resolving issues.
  • Setup MS Live Meeting for Webinars / as well as participated in training.

Confidential

Computer Hardware Tech

  • Travel and maintain tight SLA's of my 6000 pieces of equipment from multiple customers over many counties while ordering parts and maintaining a high level of customer satisfaction.
  • Troubleshoot hardware on PC, Server, networking equipment, POS printers, printer and all other PC accessories.
  • Find and order parts.
  • Install parts and ensure equipment is fixed in a timely and efficient manner.
  • Customer Service and working with helpdesk and the end user to ensure quick and correct resolution.
  • Travel and work with minimal supervision.
  • Maintained approximately 6000 pieces of equipment for multiple Govt. Agencies, maintaining tight SLA's for multiple locations.

Confidential

Business Administration Computer Lab Assistant

  • Assist students with computer lab assignments. Assist the instructors with answering student's questions of how to operate a computer or MS Office. Monitor all PC's within the lab and repair what I had access to.
  • Assist instructors with student questions with Microsoft's software.
  • Troubleshoot student PC issues.
  • Escalate any issues that I do not have permissions or time to fix.
  • Help teach students a computer skill set that will prepare them for a rewarding carrier in the business world.
  • Onsite training for students and some faculty for various technical related issues or software packages.

Confidential

CNC Grinder

  • Load band saw blade into grinder and grind tooth profile that customer wants.
  • Sharpen saw blades.
  • Package blades for shipping.

Confidential

Deskside Engineer Level II

  • In this position I was a team lead for a PC rollout to the eastern half of PA to all Domestic Relations Offices. Traveled to install and managed the installation of 650 PC's in my area. Completed all sites on time and with customer satisfaction.
  • Team Lead in charge of up to 10 IT professionals.
  • Customer satisfaction was one of my duties.
  • Backed up data and installed new PC's for clients.
  • Trained users how to use the new equipment.
  • Troubleshooting printers, POS printers, PC's, monitors and peripherals contracts we had
  • Network troubleshooting.
  • Travel and work with minimal supervision.
  • It was my responsibility to make sure that work was completed in a professional and timely manner.

Confidential

Jr. Network Admin

  • Prepare old servers for a new life with someone else.
  • Refurbish Compaq, IBM and HP Workstations.
  • Refurbish Compaq, IBM and HP Servers.
  • Take customer support calls.
  • Run service calls.
  • Install new PC's, hubs and print servers.
  • Network troubleshooting.
  • Printer troubleshooting and repair.
  • Install Windows 9.x and any other software packages as requested.

Confidential

Tech Writer

  • Enter Data into the format that customer chooses.
  • Create documents and layouts using Adobe PageMaker, FrameMaker, and other specialized software.

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