PROFESSIONAL SUMMARY:

• 16 years of experience that includes systems administration, desktop support engineering, and end user support
• Experience setup, configuring and troubleshooting MS Office Enterprise Suites and Office 365
• Experience in configuring TCP/IP, DHCP, LAN and WAN
• Experience using remoting software such as RDP,TEAMVIEWER,CISCO NAC
• Experience using ticketing systems ISupport, Remedy, Heat and Altiris
• Experience using imaging tools Ghost, PXE, SCCM, and MDT
• Experience installing, setup, configuring and troubleshooting networks
• Experience using Active Directory and DRA NetIQ
• Experience implementing SOPs, SLAs and Q&A processes
• Experience with VMware and Virtualbox
• Experience performing backups using externals, Endpoint and Windows Backup Utility
• Experience providing PBX and VoIP phone support and administration
• Experience in configuring and maintaining wireless mobile devices, blackberries, Surface Pro and Android products
• Experience with cable management and LAN room management, activating network and phone ports, creating new network ports, CAT 5, 6 cables of different lengths and installing Coaxial cables
• Experience setting up small networks, maintaining up to date antivirus software and removing viruses, malware and ransomware from computer
• Experience providing user support for Windows XP, 7 and 10 operating systems
• Basic configuration experience with MacOS

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Engineer

• Performed software compatibility testing for the upgrade from Windows 7 to 10.
• Report any conflicts or issues to SCCM Administrator. Inventoried old and new hard with asset management software BarCloud.
• Staged laptop/desktops for the imaging process through PXE, SCCM and MDT.
• Created ticket through ticketing system ISupport. Documented every action taken, within the ticket. Also, documented changes within a log sheet in SharePoint for real - time changes.
• Created computer names in the correct OU in Active Directory.
• Joined computers to correct domain.
• Coordinated with users to backup data (remotely), verify all software apps, setup new hardware (local and network printers) and restore data (remotely).
• Cisco Network Access Control (NAC) was used to authenticate computer names remotely using MAC address.
• RDP and NetSupport were the remote access tools.
• Followed up with user to ensure everything was working properly.
• Inventoried old hardware, then called to have it moved to the warehouse offsite.

Confidential

Senior PC Deployment Technician/Tier 2

• This was a Lifecycle Refresh Project upgrading and updating Windows 7 Enterprise operating system.
• Supported over 17,000 users in-house as well as remotely.
• Delegated to mentoring new technicians.
• Advocated changes to departments Deployment Checklist to streamline the process, which was implemented.
• Created computer names within Active Directory/DRA with varying naming conventions according to the sub-agency’s request.
• Created and tracked ticket activities with ticketing system Remedy.
• Tracked and updated log sheet within SharePoint. Retrieved user’s information (printer name/IP address, username, time zones, sub-agencies names, software etc. remotely through a Visual Basic script which embedded data in a Excel spreadsheet on the network in SharePoint.
• Computers where imaged using PXE, SCCM and MDT. RDP was the tool used for computers on the network. TeamViewer, Bomgar and GoToAssist were used for users that could not connect to the network.
• Coordinated with the IT POC for each agency to determine what model of hardware would be used.
• Coordinated with the SCCM team so the correct and latest drivers could be packaged. Imaged computers by the batch remotely as well as deskside.
• Installed local and network printers and special software manually after being vetted through a software librarian.
• Used deployment checklist also to double check work.
• Depending on the request 8-12 computers per person were completely done a day.
• Provided Q & A randomly to ensure good quality work.

Confidential

PC Deployment Technician/Tier 2

• This was a Lifecycle Refresh Project migrating from Windows XP to Windows 7. Inventoried hardware with agency asset tags.
• Used SharePoint and the ticketing system Heat to track hardware and software.
• Imaged computers using Ghost and occasionally MDT.
• Created Heat tickets for each user. Documented every action pertaining to that user.
• Manually installed special software located on various servers on the network.
• In-house approved agency software was pushed automatically upon joining computer to various domains.
• Active Directory was used to manage computers, reset passwords, and unlock accounts.
• Coordinated with users to perform the Lifecycle Refresh backups and restores of data.
• Performed installs and backups remotely as well as deskside.
• RDP and GotoAssit were used to access computers remotely.
• Provided desktop support for user remotely and in-house.
• Depending on the bandwidth speeds for that day 6-10 computers could be completed daily.

Computer Technician

Confidential

• Provided small business and in-home network setups, installations, configurations and maintenance.
• Consulted on best practices for small business networks and preventative measures.
• Performed break/fixes, virus removals, performance enhancements, and router and network configurations.
• Performed driver and security patch updates.
• Generated business through friends, family, organizations, signs, flyers, car magnets and walk-ins.

Help Desk Analyst

Confidential

• Provided phone and deskside support to over 1100 users in order to resolve and troubleshoot IT related issues. Documented all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in the call tracking system Altiris. Altiris Helpdesk Solutions was the main platform used for virtually all of the help desk needs. Installed, configured, tested, maintained, monitored, and troubleshoot end user workstation or laptop hardware, networked peripheral devices, and networking hardware products. Recorded, tracked, and documented service requests from initial contact to the closing of the ticket. Supported various Microsoft and Non-Microsoft software.
• Accessed the internet to update software, drivers, and provide resolution through knowledgebase articles. Identified and learned appropriate software and hardware used and supported by the organization. Performed preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Researched and developed resolutions for new problems presented to the Help Desk. Troubleshoot various hardware and software issues.
• Used Active Directory to unlock accounts and reset passwords. Citrix LogMein and Bomgar were software tools used to remote into computers. Created knowledge base articles for referencing and support.

Computer Technician

Confidential

• Provided hardware and software troubleshooting on Windows based computers brought on-site.
• Installed, upgraded and provided assistance for MS Office suites.
• Setup, installed and configured small business networks.
• Setup and configured email accounts in MS Outlook/Express.
• Imaged and backed up data using Ghost and MS backup utility.
• Provided technical support for hardware and software issues.
• Provided virus, spyware, and malware scans using Norton Client Virus Scan.
• Upgraded and replaced computer modems, video and sound cards, hard drives, motherboards and power supplies.
• Performed basic technical support for Mac computers.