SUMMARY

• Solutions-focused, team oriented Desktop Engineer with broad-based experience and hands-on skill in the successful implementation of highly technical support strategies with extensive understanding of computer hardware and software solutions. Continually exhibits exceptional organizational, interpersonal, analytical, and problem resolution skills.
• Over nine Years of Enterprise Technical Experience Degree in Applied Science Proficient in Apple and Windows Operating Systems Excellent communication skills Fluent in reading /writing Spanish.

Hardware Software

• Apple Computer Sytems:
• iMac Intel Early 2009 Bomgar, SCCM 2012, Wise Package Studio, Flexera Admin Studio
• iMac Intel 21.5-inch systems Late 2013 Casper Suite 9, MAC OSX ,10.8.5/10.9.2
• iMac intel 27-inch Mid 2011
• iMac intel 27-inch Late2013
• Mac mini Server Late 2012
• Dell computers systems: MS-DOS, Windows 98/ 2000/ XP/ 7/ 8, Microsoft Office, Ghost,
• Optiplex series Internet Explorer, Novell Client for Windows, Novell
• Latitude series laptops Zenworks /NAL application packaging utilities, Envisionware,
• IBM computer systems: Symantec Antivirus, Mcafee ePO 4.6/5.1, Microsoft APPV, Netsupport,
• S50/S51 , M50/M55,
• HP Computer systems:
• 7000 and 8000 Desktop series

Employment

Confidential

Desktop Service Engineer

• Configure and customize the inventory framework using Casper Suite.
• Examine methods to acquire computers for inventory and management using Casper Suite.
• Examine methods for viewing and modifying inventory data using Casper Suite.
• Generate inventory reports using Casper Suite.
• Track licensed software using Casper Suite.
• Package software using Casper Suite.
• Build Operating System packages using Casper Suite.
• Manage software updates via Casper Suite and the use of Asus Server.
• Create custom configurations for imaging purposes.
• Use policies to manage printers, Dock items, accounts, and directory bindings.
• Manage system and user preferences with Managed Preferences and Configuration Profiles.
• Restrict the use of unwanted applications.
• OS X Imaging process, options, and customization methods.
• Diagnose hardware and software issues.
• Install and maintain and upgrade Apple Desktop and Notebook Computers.
• Provide 3rd Level Support to staff and public Windows XP and Windows 7 users.
• Involved in a desktop migration project from Windows XP to Windows 7.
• Create Windows Installer setup packages and modifying the MSI's as per requirements.
• Convert .exe/.msi to virtual applications using Microsoft Application Virtualization App-V .
• Perform application installation, compatibility, test functionalities on Windows XP/7, both Manual and Automated.
• Managing staff and public users with the use of Active Directory and Group Policy Management.
• Maintain and support corporate standard operating system build process.
• Support and maintains user account information including rights, security and systems groups.
• Microsoft patching and software deployments with SCCM 2012 SP1.
• Provide daily administration of Mcafee's EPO server.
• Review security alerts from Mcafee.
• Contact Mcafee support for resolution of problems.
• Create exclusions for devices managed by Mcafee.
• Check Active Directory Organizational Units for exempt and scan-only workstations /servers and create exclusions in ePO for exempt machines and disable deployment task for a scan-only workstation.
• Deploy new Mcafee software to ePO managed machines.
• Install and configure the latest ePO server software.
• Determine and maintain Mcafee client/agent configuration.
• Troubleshoot and repair Mcafee client/agent installations on applicable clients/servers.
• Ensure that the latest approved versions of Mcafee client/agent is installed on all applicable workstations and servers.
• Scan the applicable clients/servers at intervals specified by Company.
• Upgrade the Mcafee client/agent applications when applicable.
• Experience in using the software/system management and distribution features of SCCM 2012 in maintaining builds, images, applications for client hardware and software.
• Experience diagnosing and fixing SCCM client and infrastructure issues at an enterprise level.
• Maintained and managed software packages as per the clients requirements.
• Monitoring for latest service packs and patches.
• Modify registry entries as needed, Remove detected Virus, Remove detected spyware.
• User Accounts Creation, User Renaming and Deletion, User Credentials, Group Accounts Creation.

Confidential

Desktop Project Analyst

• Replaced 3,200 desktops and laptops in both our public and staff areas.
• Upgraded all of our desktops and laptops to Windows 7.
• Migrated our login directory solution from eDirectory to the more commonly use and supported Active Directory
• Replace our anti-virus suite, Symantec, with the latest version of McAfee's total security suite.
• Updated Remote Control solution to Bomgar.
• Setup and created Group Policies.
• Created SCCM Distribution Points for all 92 branches.
• Created Software packages for Staff and Public computer using Microsoft APPV.
• Tested Computer Systems from Dell, HP and IBM.
• Created and Configured Polices and Exceptions for our Anti-Virus software solution.
• Created Software Distribution Packages using SCCM 2012.
• Configured all Public and Staff Systems for Wake On LAN use.
• Develop and test SCCM Task Sequences to deploy Base Image and Applications from external drives.

Confidential

• Built up the Jamf Software Server for production and test environment.
• Modify and re-create base image.
• Deploy applications.
• Tested Policies and Scripts.
• Test OSX and Application Patching.
• Make modifications to deployment process as necessary.
• Policy deployment.
• Packaged and Configured software for Library needs.
• Created Managed Preferences and Configuration Profiles for Public facing Macintosh Systems.
• Attended both Casper Suite Essentials and Casper Certified Administrator courses.
• Applied and configured Software Restrictions on all Macintosh Systems with the se of Casper.
• Configured Macintosh Environment to receive Software Updates from Apple Software Update Server.
• Configured all File Share Distribution Points at Macintosh Environment locations.
• Automated OS installation with the use of USB drive.

Confidential

Help Desk Technician

• Provide 1st, 2nd and 3rd Level Support to staff public XP issues
• Support XP professional Operating Systems, and Microsoft Office suite of applications
• Responsible for maintaining system integrity through software applications such as Novell Zenworks/NAL Desktop utility.
• Add and remove user account rights and assignments, login restrictions, groups and permissions
• Edit GPO to meet the requirements of new accounts
• Associated NAL Objects to user accounts and groups for software distribution over the network
• Reset passwords for Novell accounts as well as email passwords for Lotus Notes and Gmail.
• Utilized Novell Console one NetSupport in order to remotely resolve issues as well as update applications in cases where the Novell Application Launcher failed to do the update.
• Remotely installed network printers including printer drivers using Novell iPrint network printing utility
• Increase network drive space on the server upon user request.
• Responsible for reporting branch network outages to Vendor, Engineering Dept. and Managers. As well as posting the outage on the Staff Home page.
• Setup/Configure email accounts on iPad, iPhone and Android devices.
• Earned a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolve complex issues.
• Set up workstations and laptops for new employees configure systems, ensure network connectivity, and install and tested hardware and software.
• Check circuit interfaces and Reset Dynix terminals.
• Create application packages for Novell Application Launcher utility for application deployment in conjunction with Symantec Ghost imaging software version 7 and 8.