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It Desktop Support Resume

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Niantic, CT

SUMMARY

  • 17 Years of experience in supporting IT Infrastructure with a proven ability to independently learn new technology, communicate with employees Confidential all levels, lead technical projects and resolve complex technical issues in a timely and efficient manner.

TECHNICAL SKILLS

Platforms: Windows Server 2012, 2008, 2003 LANDesk Management Suite & Service Desk

Microsoft Exchange: 2010 / Outlook Windows XP, Vista, 7, 8

Citrix Xen: App, Lync 2010 VMWare ESXi, vCenter, MaaS360

Domino / Lotus: Notes, Sametime Symantec Endpoint Protection, Disk Encryption

CommVault: Simpana Symantec Backup Exec, Veeam

SoftwareActive: Directory / LDAP Windows Server Update Services (WSUS)

Microsoft Cluster: Services Microsoft Office Suite 2013, 2010

HardwareDell & HP: PCs EMC VNX, VNXe SAN IBM & HP Servers Cisco Unified Communications

Cisco UCS: Servers Data Domain, Quantum Deduplication Storage

Printers & Multifunction: Devices Lifesize Video Conferencing

Networking: Checkpoint & Firewall & VPN InfoBlox DHCP / DNS, SonicWall

RSA Secure: ID, Bradford (NAC) Juniper VPN, Tippingpoint (Network Security)

Citrix Netscaler: Load Balancing & VPN Orion Solarwinds (Monitoring), Blue Coat Proxy, Packetshaper Blue Coat Antivirus, WAN Accelerator

PROFESSIONAL EXPERIENCE

Confidential, Niantic, CT

IT Desktop Support

Responsibilities:

  • Provided Office 365, system, server, network, PC, mobile device and VOIP support for 275 employees.
  • Performed Microsoft Active Directory security and Group Policy review.

Confidential, Branford, CT

Systems Engineer

Responsibilities:

  • Provided system, server and network consulting services for clients
  • Performed break - fix support for VMWare, Microsoft Active Directory, SQL Server and Exchange
  • Executed network integration of LAN, WAN, Firewall, and VPN

Confidential, Clinton, CT

System Administrator

Responsibilities:

  • Built and maintained an enterprise-class infrastructure including the design, configuration, maintenance, patching and upgrades to all systems, servers and storage
  • Directed multiple projects as a Technical Project Manager, developing and tracking yearly budgets totaling $500k
  • Provided strategic planning for the company's infrastructure, stayed current on new technology, and recommended solutions consistent with long-term business plans
  • Revised company policies and procedures, authored company-wide announcements for assigned projects and implementations that were distributed through a weekly newsletter, as well as created associated technical and end-user documentation
  • Responsible for maintaining the organizations VMWare and storage environment consisting of 10 ESX hosts, over 125 virtual machines, and an EMC Storage Area Network (SAN) housing 60TB of data
  • Responsible for the monitoring, configuration, maintenance, patching and upgrades of a 6-server Citrix 6.5 server farm with two web front servers
  • Implemented Solarwinds, Network Performance Monitor, and Server & Application Monitor to guarantee the highest level of infrastructure reliability, enabling the IT department to be proactive in resolving technical issues
  • Managed messaging environment of a two-server Exchange 2010 cluster, 300+ mailboxes, and ProofPoint spam filtering
  • Orchestrated $200k Commvault Backup system implementation, developed, Request for Information (RFI), Request for Proposal (RFP), Project Plan and approved Statement of Work (SOW).
  • Executed $60k project to design and build Microsoft Exchange 2010 cluster, migrating 50 new employees as part of the Maine Water Company acquisition
  • Implemented $50k project to design, implement coexistence, and perform a 300-mailbox migration from Lotus Notes\Domino 8.5.1 to Exchange 2010, saving $13k in support costs
  • Completed $10k project to implement company-wide Symantec PGP Whole Disk Encryption 10.3 both on time and under budget
  • Assumed responsibility for $800K+ Disaster Recovery (DR) project which included Storage Area Network (SAN) and Backup System migrations
  • Implemented Windows Server Update Services (WSUS) to automate patching of company's servers
  • Completed two company integrations; took lead, defined requirements and translated them into a successful solution
  • As liaison to the Engineering Department and GIS application, repaired relationship and trust in the IT Department
  • Contributed to the design, configuration, support, development, maintenance and monitoring of network communications, network security systems, internal and external networks, telecommunications, and voice systems

Confidential, Clinton, CT

Desktop Support Specialist

Responsibilities:

  • Provided frontline technical support, with first class customer service; responsible for PC and Printer hardware, Operating System, and application troubleshooting
  • Took on responsibilities normally assigned to System and Network Administrators, working directly with consultants and peers to gain the technical expertise needed to manage Checkpoint, Infoblox Citrix Netscaler, Active Directory, Symantec AV, VMWare and LANDesk
  • Supported and maintained Microsoft Active Directory, group policy implementation, configuration, DHCP and DNS, Lotus Notes\Domino email system, patch deployment, troubleshooting, and security, proxy & antivirus systems
  • Redesigned Active Directory structure and Group Policy implementation to standardize the environment, saving the Team many hours of individual configuration, minimizing disruptions to employees
  • Rebuilt and implemented additional functionality of LANDesk Management Suite for desktop imaging, software distribution and patch management, greatly improving the IT Team’s efficacy while reducing costs
  • Completed $70k project to implement LANDesk Service Desk as a change management and ticketing system for the IT and Control Systems departments
  • Completed $55k project to implement a Citrix Netscaler for load balancing JDE Enterprise One ERP system
  • Completed $45k Lotus Notes 8.5.1 Upgrade, and Sametime Rollout for 300 clients

Confidential, New Haven, CT

Desktop Support Manager

Responsibilities:

  • Supervised 4 Desktop Support Technicians and coordinated site coverage, work assignments, and paid time off for these employees
  • Mentored and trained 3 new hires on processes, SLAs, and policies of the IBM / Confidential & Confidential contract
  • Independently received 11 customer satisfaction surveys with 100% client satisfaction while ensuring team simultaneously achieved 100% client satisfaction
  • Lead team with 2,292 work orders for 2006, guaranteeing that customer issues were resolved or properly escalated
  • Completed 734 work orders within SLA and 9 projects, closed 538 project-related work orders, finished 107 PC lease rolls, and oversaw the completion of 546 ahead-of-schedule lease rolls for 2006
  • Coordinated communication to all 985 customers affected by the print optimization project; provided the users with a map and corresponding links to all new printers and print queues
  • Aided technicians with troubleshooting, documented problem resolution, and performed inventory tracking while adhering to policies and service level agreements
  • Assisted in testing new data transfer tool to reduce data transfer time

Confidential, New Haven, CT

Senior Communications Specialist

Responsibilities:

  • Provided remote and on-site support including hardware, software, network and operating systems troubleshooting, installation of hardware and software, and creation of ghost images and other imaging
  • Responsible for hardware repairs, network and local printer installation, and PC refreshing/lease roll over
  • Met or exceeded service levels and finished all projects and PC lease rollovers ahead of schedule
  • Conducted lease refresh of all 300+ Yellow Page users
  • Lead training classes for new hires on basic computer skills including laptop, desktop, operation and email
  • Assisted in the development and implementation of an asset management process
  • Automated software installation and other processes

Confidential, New Haven, CT

Deployment Technician

Responsibilities:

  • Accomplished a complete hardware and system upgrade for the Connecticut Yellow Pages division
  • Deployed hardware and software for a 350-user Windows NT environment Confidential

Confidential, PA

System Administrator

Responsibilities:

  • Supported end users in 7 offices nationwide by phone, remotely, and onsite with workstation and network administration, deskside assistance, hardware break-fix and server support in a Novell/Windows environment, plus 100+ workstations, 8 servers, 20 printers, and 8 routers Confidential these locations
  • Migrated 100 users from Pegasus email to MS Exchange/Outlook email
  • Implemented a Citrix server solution to connect users from 6 remote offices
  • Performed server upgrade from Novell 3.2 to Novell 4.1

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