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Senior Desktop Engineer/windows 7 Deployment Lead/sys Admin Resume

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Chicago, IL

SUMMARY

  • Having over 10 years of IT industry experience gives my technical abilities and insight that surpass other IT professionals in my career field.
  • End User experience based on customer service with knowledge transfer and improved documentation of processes to improve the support experience is my highest priority as an IT professional.
  • Networking, Virtualization, automation and disaster recovery have been my skill focus while proving superior technical support to improve the overall end user experience.
  • I would like to obtain a challenging position with a progressive organization in an effort to maximize the use of my technical skills and knowledge of multiple platforms, software, hardware, network topologies and a specializing in the end user experience.

TECHNICAL SKILLS

Operating Systems: Novel Server 3x/4x/5x, Windows 3x, 95, NT, ME, 2000, XP, Vista, Windows 7, Windows 8, Apple OS Lion, Snow Leopard

Hardware: Hewlett Packard, Compaq, Dell, IBM,Sony, Mac b book, Mac book Pro

Network Architecture and Topology: 10 base T, 100 base T, Ethernet, T1,VOIP, Cisco switches 2950 and 3550, WiFi, TCP/IP, DNS, DHCP

Software: Microsoft Office 365, Windows Azure, SCCM 2012 R2, Zero Touch Installation, Office 2007, 2010, 2013 IE - Email GroupWise7 and 8, Lotus Notes, AirWatch, Trend Micro Data Armor, Microsoft Forefront Endpoint protection, Lynch, Office Communicator

Anti Virus: Symantec, Trend Micro, Avg, McAfee, Norton, Malwarebytes,, Mobile Iron

Utilities: VERITAS Backup Exec, SMS2003,Altiris, Dame Ware, MSI, Symantec Ghost, Netmeeting, RemoteDesktop, SCCM, Image X, Windows AIK, Active Sync, Desktop Manager

Other: Call Tracking Systems Heat, Remedy, Tivoli

PDAs: Blackberries, Windows Mobile phones, Androids, Iphones

Printers: Confidential, Lexmark, Canon, Xerox,Epson, Kodak

PROFESSIONAL EXPERIENCE

Confidential - Chicago, IL

Desktop Engineer\Sys Admin

Responsibilities:

  • Provided 3rd level C-level executive support
  • VDI support resetting profile and force restarts via Citrix Desktop Director
  • BYOL provisioning for wifi certificate setup and configuration
  • BYOD provisioning for blackberry good access on all mobile devices
  • Reserved ip for printers via Infoblox
  • Print que setup via print server
  • Managed and troubleshot Office 365 issues via Office 365 admin console
  • Troubleshoot all hardware and software issues on Lenovo desktops and laptops
  • Reset hard and soft tokens via RSA admin
  • Bit Locker administration for encrypted devices
  • Que manager for Service Now ticketing system

Confidential - Chicago, IL

Senior Desktop Analyst\Sys Admin

Responsibilities:

  • Providing 3rd level support to ensure availability of applicatons
  • C-level executive support
  • Creating batch files and running powershell commands automate processes
  • BYOD setup and support of Iphones and Android devices via Airwatch
  • Liason between users and network admins to resolve issues
  • Provisioned and setup users for Office 365 and one drive busines for connectivity
  • Managed and troubleshot Office 365 issues via Office 365 admin console
  • Interfacing with application development to assist with deployments and incident resolutions

Confidential - Chicago, IL

Senior Desktop Engineer\Sys Admin

Responsibilities:

  • Reconfigured server racks and racked G5 and G6 severs in data center
  • Meet standard SLA, via phone, remote assistance, email, instant messaging and in person visits
  • Racked switches and routers and powered on
  • C-level executive support
  • Provisioned and setup users for Office 365 connectivity
  • Managed and troubleshot Office 365 issues via Office 365 admin console
  • Created images for Confidential zbooks and z600 with Clonezilla
  • Imaged Confidential machine with Clonezilla zamba server via FTP and DHCP setup
  • Created images for Mac book pros with Deploy Studio
  • Imaged Mac book pros with osx Yosemite and Windows 8 for dual boot via disk utility and winclone
  • Troubleshoot all hardware and software issues in Windows 8 environment
  • Creating OU and users and setting up group policies via Active Directory
  • Spyware/Malware removal

Confidential - Chicago, IL

Senior Desktop Engineer/SCCM/ Sys Admin

Responsibilities:

  • Converted users from xp to windows 7 via SCCM utility
  • Meet standard SLA, via phone, remote assistance, email, instant messaging and in person visits
  • Created reports, configured machines in collections, and configured USMT for user data
  • Cleared machine policies on failed PXE machines via SCCM
  • Trained school technology coordinators on the Dell image assist process
  • Power washed and configured policies and wireless connectivity on all Chromebooks throughout the school district
  • Used Apple configurator to manage multiple mac devices (install apps, push updates, assign devices to students)
  • Install, configure, break fix for Dells, Confidential ’s and Lenovo’s, desktops and laptops
  • Used AirWatch to wipe iphone devices remotely, create profiles and pushed Apps
  • Performed break fix on all pc’s, mobile devices and peripherals
  • Creating OU and users and setting up group policies via Active Directory
  • Spyware/Malware removal

Confidential - Chicago, IL

Senior Desktop Engineer/Windows 7 Deployment lead/Sys Admin

Responsibilities:

  • C-level executive support
  • Created SCCM 2012 R2 OSD plan for ZTI of Windows 7/Windows 8
  • BYOD setup and support
  • Deployed ADFS for single sign on, active directory synch, dir synch from active directory to Office 365
  • Monitored SCCM dashboard for success task completion and failed processes
  • Restored failed SCCM client, wmi and various desktop processes via remote desktop
  • Used USMT tool for data captures and restores on legacy and target machines
  • Created wim file via Windows installation kit
  • SCCM 2012 R2 task sequencing, pxe log tracing, adding resources, scheduling packages updating memberships
  • Install, configure, break fix, move, add changes with all Confidential and Dell desktops and laptops
  • Active directory administration (created users, groups, OU’s, permissions, group policies)
  • Monitored and supported mobile devices via Mobile Iron and BES.
  • Maintain passwords, data integrity, and system security for the desktop environment via DPM
  • Integration of System Center 2012 R2 components, and troubleshoot printers and other peripherals...
  • SCCM 2012 R2reporting configuration Evaluate system configurations and software to ensure effective use of hardware resources

Confidential - Chicago, IL

Senior Desktop Engineer\Sys Admin

Responsibilities:

  • Served as a tier II escalation point for hardware/software issued in mixed environment Windows 7/Windows
  • Deployed ADFS for single sign on, active directory synch, dir synch from active directory to Office 365
  • Monitored SCCM dashboard for success task completion and failed processes
  • Restored failed SCCM client, wmi and various desktop processes via remote desktop
  • SCCM deployment, task sequencing, pxe log tracing, adding resources, scheduling packages and updating memberships
  • Install, configure, break fix, move, add changes with all Confidential and Dell desktops and laptops
  • Active directory administration (created users, groups, OU’s, permissions, group policies)
  • MS Office 2010, 2013 install, config and troubleshooting on desktop and server level via Exchange
  • Managed, monitored and supported mobile devices via Mobile Iron and BES.
  • Maintain passwords, data integrity, and system security for the desktop environment via DPM
  • Configured user profiles and performed data migrations
  • Install, configure, and troubleshoot printers and other peripherals.
  • Perform preventative maintenance, testing, and repair of computer hardware.
  • Evaluate system configurations and software to ensure effective use of hardware resources

Confidential - Chicago, IL

Senior Desktop Engineer

Responsibilities:

  • Deployed ADFS for single sign on, active directory synch, dir synch from active directory to Office 365
  • SCCM deployment, task sequencing, pxe log tracing, adding resources, scheduling packages and updating memberships
  • Install / Setup / Provision of new mobile devices (Apple, Android, Blackberries, Windows Phone)
  • Resolve system issues including coordination between users and other IT personnel.
  • Escalate complex issues to senior level support specialists.
  • Maintain passwords, data integrity, and system security for the desktop environment.
  • Simulate or recreate user issues to better understand and resolve reported problems.
  • Install, configure, and troubleshoot computers, printers and other peripherals.
  • Perform preventative maintenance, testing, and repair of computer hardware.
  • Evaluate system configurations and software to ensure effective use of hardware resources

Confidential - Chicago, IL

Senior Desktop Engineer

Responsibilities:

  • Responsible for upgrading users from Windows XP to Windows 7 migration as well as an Office 365 migration on approx.
  • SCCM deployment, task sequencing, pxe log tracing, adding resources, scheduling packages and updating memberships
  • Updated spreadsheet with user's info (old vs. machine name, etc.).
  • Troubleshoot Outlook, Windows 7, VPN, hardware/software issues pertaining to the Office 365
  • Manage network and system performance and reliability.
  • Analyze and tune system performance to identify trends and maintain internal LAN (Ethernet, TCP/IP, and Windows networking).
  • Create new users and groups for domain access/rights for FTP site and VPN capability.
  • Troubleshoot and repair end-to-end servers, networks, applications, and Windows Operating system issues.
  • Reviewed, analyzed, and evaluated end user IT equipment, providing technical direction to users and recommendations on improved utilization.

Confidential - Chicago, IL

Senior Desktop Engineer

Responsibilities:

  • Use RoboCopy to copy over user’s data when the capture script fails.
  • Responsible for using ERD Commander to retrieve user data when having issues accessing the hard drive.
  • Recover Bit Locker password by using the 48 character recovery key.
  • Upgrade users (In-Place Upgrade) via external hard drive utilizing the same MPCWin7 image process.
  • Update FlexNet Management Platform reflecting any changes to user’s or in-stock hardware for asset management purposes.
  • Use Remedy ticketing system to document work progress and resolution. Reset, unlock and check user’s Active Directory account.
  • Use Dell’s Zero Warranty Repair or Retire Process tool/website to determine if the laptop is worth fixing or retiring.
  • Download and install user required applications. Troubleshoot and educate users on application and outlook issues (PST. NK2 and OST).
  • Remove Malware/Spyware and Virus using Malware Bytes, Spybot, Microsoft Forefront End Point Protection, Hi-Jack this and Hitman Pro.
  • Address corrupted registry issue using CCleaner Address Driver issues (corrupted) by uninstalling the driver and updating it.

Confidential - Chicago, IL

Senior Desktop Engineer

Responsibilities:

  • Responsible for migrating approximately 400 user accounts from Outlook to Corporate Gmail including Desktop, Laptop, Blackberry and iPhones.
  • Configured Active Sync for Google Apps on Android and I-Phone devices. Reactivate Blackberry devices for Confidential Blackberry Enterprise Server.
  • Provided support relating to the setup and deployment of Personal Computers (PCs), Printers, mobile devices (Cell Phones, Blackberries) within a networked office environment.
  • Configured AppleMail and iCal to sync to Google Apps.
  • Assisted with configuration of other IMAP/iCal clients including the installation of Google Sync for Outlook.
  • Assisted in diagnosis and help request tracking tools, as well as in-person, hands-on help at the desktop level.
  • Contributed to exceeding local Service Level Agreements (SLAs) in area of responsibility.
  • Tracked and monitored problems until resolved or closed in a timely fashion.
  • Assisted in complex end-users conversion and support problems during migration and system enhancement projects.
  • Maintained a high- level of expertise in client-based software applications.
  • Worked with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Confidential - Chicago, IL

Desktop Support Technician

Responsibilities:

  • Performed a complete rollout of Windows 7 and Office 2010, conducted application and image testing and continuously updated user information in SharePoint.
  • Provide end user support on a variety of issues related to desktop computers, applications, and related equipment.
  • Support, install and test computer systems and peripherals as per established standards and guidelines.
  • Interact with application software and operating systems to identify, research, and resolve unique, non-recurring problems.
  • Assist staff with installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
  • Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Train and orient clients on use of hardware and software as needed.
  • Recommend and/or perform upgrades on systems to improve performance.
  • Help IT staff to determine specifications for hardware purchases.
  • Assist with procurement staff to purchase hardware and software.
  • Works with vendor support contacts to resolve technical problems with desktop computing equipment and software while maintaining client hardware/software records.

Confidential - Chicago, IL

Desktop Support Technician

Responsibilities:

  • Implemented Outlook/Exchangemigration from 2003 to 2007/2010.
  • Performed on-site analysis, diagnosis and resolution of complex issues for end users.
  • Supported and evaluated popular applications used by Mac and PC environments.
  • Developed the most efficient and cost-effective solutions to all departments served.
  • Evaluated current systems, specifications and users for existing business requirement and goals.
  • Prepared and installed computers, software and server solutions as required.
  • Worked closely with management to prioritize and balance business goals with information system requirements and resources.
  • Aided network users in daily computer software and hardware needs.

Confidential - Chicago, IL

Engineering Technician

Responsibilities:

  • Responsible for building and deploying Windows XP and 7 desktop images viaZen worksfor new employees.
  • Fulfilled move/add/change tickets via heatin call center environment.
  • Set up and migratedoutlook profiles from 2003 to 2007.
  • Provided application support for Adobe, Lotus Notes, Microsoft Office07 and 3rdlevel desktop support for all company hardware and software issues.
  • Installed and maintained local andnetwork printers.
  • Provided 1st line technical support; answering support queries via phone, email and fax.
  • Maintained a high degree of customer service for all support queries and adhere to all service management principles.
  • Took ownership of user problems and remained proactive when dealing with user issues.
  • Logged all calls on the call logging system. Responded to inquiries from clients and help resolve hardware or software problems.
  • Maintained a log of any software or hardware problems detected.
  • Supported users in the use of computer equipment by providing necessary training and advice.
  • Arranged for external technical support where problems cannot be resolved in house.
  • Granted password reset using Active Directory, RAS, Citrix-MetaFrame, Secure-ID, including installation, configuration and support.

Confidential - Chicago, IL

Desktop Analyst

Responsibilities:

  • Maintained all Blackberry handheld devices.
  • Provided application support for Office 03and Office 07.
  • Configured user PC’s to access server based business applications.
  • Assisted customers in resolving complex technical problems by providing guidance regarding software and hardware problems.
  • Resolved and/or referred highly complex technical problems as appropriate.
  • Followed up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
  • Logged and tracked inquiries using a problem management database and maintained history records and related problem documentation.
  • Identified, evaluated, and prioritized customer problems and complaints to ensure that inquiries are successfully resolved.
  • Analyzed and evaluated inquiry/problem reports and make recommendations to reduce help desk call rates.

Confidential - Chicago, IL

Desktop Analyst

Responsibilities:

  • Managed set up and installation of new desktop/ laptop equipment for new employees.
  • Documented and updated installation, configuration, deployment and maintenance procedures.
  • Installed and configured local and network Lexmarkand Hpprinters (all in one multifunction, etc.).
  • Provided end-users with training and instructions on the use of PC’s and related equipment.
  • Setup up client outlook 2003 profiles and synchronization on all blackberry handheld devices.
  • Applied business/technical support concepts to perform Tier 3 (highest-level) technical support.
  • Supported the review of system architecture and recommended improvements to service delivery.
  • Analyzed system architecture, planning and implementing more efficient and effective client device management practices.
  • Accurately managed IT asset inventory and software licensing compliance.
  • Performed hardware repair and maintenance. Identified and addressed complex usability problems.
  • Assisted in the preparation of department budgets and business plans involving purchasing new services, hardware, software, and other IT supplies.

Confidential - Chicago, IL

Desktop Technician Specialist

Responsibilities:

  • Perform testing of all applications in a client/server environment, coordinate servers, create daily backup tapes, and set up security policies for the domain.
  • Responsible for data preservation for existing machines while building PCs and Laptops utilizing Symantec Ghost.
  • Create naming conventions and add new workstations to the domain deleting the old workstations from the OU in Active Directory.
  • Generate status reports to management, installation teams and users indicating progress.
  • Troubleshoot and repair end-to-end servers, networks, applications, and Windows Operating system issues.
  • Create new NT users and groups for domain access/rights for FTP site and VPN capability.
  • Manage network and system performance and reliability.
  • Analyze and tune system performance to identify trends and maintain internal LAN (Ethernet, TCP/IP, and Windows 2000/2003 networking).

Confidential - Chicago, IL

Desktop Technician Specialist

Responsibilities:

  • Responsible for troubleshootinglocal and network printer issues (jet direct cards, MIO errors, etc.).
  • Conductedbreak fix and move add changes for desktops and laptops.
  • Exchanged rollout and set up of outlook profiles and synchronization with blackberry handheld devices.
  • Managed projects and applied business/technical support concepts to analyze application problems and resolve complex issues that may have strategic impact.
  • Ensured all end user systems have up-to-date anti-malware protection. Created, analyzed, summarized and monitored usage reports.
  • Gathered, reviewed, categorized and oversaw ticket assignments for technical support, insuring referral to appropriate level of services.
  • Implemented methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
  • Analyzed help desk performance through various statistical and reporting methods and implementing changes necessary to improve.
  • Escalated and assigned work appropriately.
  • Ensured software updates were tested and applied in a timely fashion.

Confidential - Chicago, IL

Desktop Analyst

Responsibilities:

  • Migratedusers over to new domain via Quest migratory tool.
  • Configured ports for Cisco switch 3550 and patch them over from Cisco switch 2950.
  • Experienced with backups and imaging on hard drives utilizing Altiris.
  • Responsible for troubleshootingall newly refreshed machines (email, network connections, applications, etc.)
  • Recommended and implemented corrective solutions to ensure quick and accurateservice delivery systems.
  • Identified computer hardware, software and telecommunications malfunctions.
  • Resolved issues ensuring data/system integrity.
  • Analyzed problems (both technical and operational) and dispatches IT Services staff and/or vendor representatives to resolve problems.
  • Assisted in capacity planning and acquisition of personal computers and other equipment.
  • Analyzed, designed, developed, tested and implemented personal computers, servers, and other equipment for data and voice networks.
  • Maintained and updated related database(s).
  • Worked with staff on customized application development projects and contacted independent vendors.
  • Configured and customized complex applications based on user needs. Coordinated user acceptance activities.
  • Managed client and server devices in a Microsoft Windows domain, utilizing MS Active Directory, MS Group Policy, MS File Services and MS Print Services.

Confidential - Chicago, IL

Desktop Analyst

Responsibilities:

  • Conducted migration from Lotus Notes to Microsoft Exchange 2003.
  • Assisted with the daylight savings time patch on all blackberries.
  • Responsible fortroubleshooting PC’s and laptops with the remote desktop utility.
  • Conducted critical hardware and software updates using windows updates on all machines.
  • Configured Cisco IP phones via the Cisco Call Manager Utility.
  • Reviewed, responded to and maintained ticket queues in a BMC Remedy ticketing system.
  • Maintain and consistently demonstrated a general knowledge of company guidelines, processes, practices, and procedures.
  • Identified, troubleshot and resolve first and second level issues concerning network systems.
  • Performed routine configuration, installation, and upgrading of network software and/or hardware.
  • Provided assistance to the Network Analysts in the design and coordination of network upgrades.
  • Performed day-to-day planning in support of resolving production problems.
  • Provided training support to data center operations, Help Desk and users on basic first-level problem resolution procedures.
  • Through telephone contact, resolved user network problems and received user requests for implementation of basic network moves, additions, and changes.
  • Resolved vendor related network problems and discuss basic changes to vendor services.
  • Performed network monitoring and regularly scheduled testing to ensure maximum operational efficiency and availability of networks.

Confidential - Chicago, IL

Migration Technician

Responsibilities:

  • Recorded bandwidth levels for all connectivity issues on laptops and desktops using network sniffer.
  • Migrated allusers from Novel GroupWise to Microsoft Exchange 2003 via Quest GroupWise Migrator tool for exchange.
  • Diagnosed and corrected PC related equipment (defective drives, reloading drivers, etc.).
  • Responsible for joining all work stations to the domain.
  • Collaborated with internal and external technicians to ensure efficient operations of the company workstations and server environment.
  • Managed the deployment of a significant number of desktops/laptops using industry standard tools, like Symantec Ghost, MS Systems Center Operation.
  • Minimized trouble calls, security risks, and in-person visits to workstations.
  • Provided technical support and guidance through Tier 2 support and works with vendors to resolve Tier 3 issues.
  • Configured, installed, monitored and maintained user's desktop software and hardware as well as supporting mobile workforce.
  • Provided consultation to users on all aspects of end-user computing and desktop-based LAN systems software.
  • Maintained and documented desktop application packages, participated in the testing and evaluation of new desktop packages.
  • Responded to user and technical problems providing support as needed.
  • Troubleshot and performed minor repairs on desktop computing equipment.
  • Reviewed, analyzed, and evaluated end user IT equipment, providing technical direction to users and recommendations on improved utilization.

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