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Sr. It Desktop Support Engineer Resume

Tucson, AZ

OBJECTIVE:

To be a system/network administrator/tech support for a reputable organization utilizing my 20+ years of IT experience, training, and resourcefulness to further our common goals. I have what it takes to help you meet your IT goals and objectives.

TECHNICAL SKILLS:

  • MCSA & MCP 2000+XP, A+ Certified MCSE/CCNA, (Unix /Linux, intermediate) trained
  • IT Project Admin. - Rollout, Network conversions
  • Windows 2003 Server, XP Professional Install Admin
  • Data Center Exp. - Rack and stack, changes,/support
  • Active Directory / Exchange 2003 Administration
  • VMware 4/5 and vSphere Support Exp.
  • Linux Administration, Redhat, SuSe
  • Symantec Ghost Imaging / Project Lead / Consultant
  • Experience w/ ITIL Best Practices/Mgmt. Methodology
  • Adv. working knowledge of MS AD and Group Policy
  • Laptop Tech Support/Repair, part replacement
  • Network Arch., Lab Design, Implementation/ Support
  • Printer Installation/Configuration
  • Adobe Creative Application Suite Support & Licensing
  • Extensive DNS/WINS support for several contracts
  • Exp. with SQL supporting databases at Fox Studios
  • MS OFFICE 365 Administration, Office, 2010, 2007 etc.
  • IBM Desktop/Laptop Certified Technician
  • Network/ Confidential Protocols - TCP/IP, RIP, RIP v2, IGRP/EIGRP, OSPF, BGP, CDP, NetBEUI, IPX/SPX,
  • Over 20 Years Break Fix/ Tech Experience
  • Exp. w/Backups - Veritas, ArcServ/ Backup Exec.
  • POS Experience, rollouts and upgrades
  • Confidential Router/Switch/Hub Setup Configuration Exp.
  • Help Desk Ticket - Remedy, UniCenter, Magic, NetSuite, Clarify, Track-It, ManageEngine
  • Blackberry, Palm Pilot, Dell Sony handheld Support
  • Email Support, Exchange, Outlook, Lotus Notes, Cc:Mail, Webmail, SMTP, POP3, IMAP
  • Imaging Technologies - Altiris, Ghost, PC Clone
  • SharePoint Administration
  • Fast learner w/desire to learn new tools/technology
  • Project Management - Cutovers, hardware and software migrations and upgrades
  • Extensive experience with FTP (file transfer protocol
  • UNIX (Sun Solaris HP DEC), OpenVMS, Novell 3x 4x
  • Exp. w/ Toad and supporting relational databases

PROFESSIONAL EXPERIENCE:

Confidential, Tucson, AZ

Sr. IT Desktop Support Engineer

Responsibilities:

  • The Desktop Support Administrator role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment.
  • This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.
  • Manage all IT hardware network support resources
  • Researching Problem Solving / Security Standards
  • Service Now Administration / Trained
  • Delivering Results Meeting Cust. Expectations
  • Hardware and Software Asset Administration
  • Dell Certification - Dell Tech Direct
  • Project Planning & Organizing
  • Met mandatory training standards
  • Achieving Personal Work Goals and Objectives

Confidential

Responsibilities:

  • Working technical knowledge of current protocols, operating systems and standards.
  • Ability to operate tools, components and peripherals
  • Microsoft Desktop Support S/W and H/W Troubleshooting
  • Windows XP, Windows 7, Windows 2000/2003/2008 exp.
  • Routers, switches and firewall experience
  • Microsoft Office 365, 2007, Office 2010, 2013 support
  • TCP/IP SQL VERITAS Enterprise Backup Software
  • PCI - DSS Knowledge
  • Knowledge of SMS, AD, Exchange 2007/2010 remote s/w
  • Knowledge of all software applications used within the org.
  • Professional image and grooming
  • Self-confidence and interpersonal skills
  • Analytical and problem solving skills
  • Good communication (verbal and written) skills
  • Planning and organizing skills.
  • Good administration management skills.
  • Strong listening skills.
  • Able to operate effectively in a team environment with both technical and nontechnical team members
  • Able to operate with minimal supervision
  • Able to manage time effectively, set priorities schedule calls
  • Project Administration and Planning
  • Able to maintain professional demeanor under stress
  • Able to operate within customer standard operating procs.

Confidential, Arcadia, CA

IT Consultant

Responsibilities:

  • Developed for Migration Project for migrating Server SMB to Server 2012, an all aspects of upgrade and relocation of network architecture
  • Relocating Server room from current location to new server room, handling vendors and planning
  • Responsible HIPPA compliance of data and resource, providing best practices for compliance.
  • Will be responsible creation of VM’s AD, VPN accounts, GPO policies, for network.
  • Management of desktops / NAS backups / Polycom phones
  • Created Disaster Recovery Plan for implementation

Confidential, Reston, VA

Deputy Site Manager

Responsibilities:

  • Manage team of IT hardware network support technicians, provide customer facing support
  • Responsible for daily incident logging, tracking, resolution, escalation, status, closures and root cause analysis of all incidents/problems.
  • Responsible for daily field survey, visually inspecting the site for issues; walkthrough of all airport systems to ensure all systems are visually monitored for correct operation and report all problems to the service desk.
  • Supply office with scheduling and inventory needed for weekly rotational support
  • Assist the System Administrator/Site manager in testing and deploying images as needed for deployment and/or replacement as advised.
  • Support Network rack of servers new switch 48 port switch, configuration and support of new port/connections
  • Monitor and respond quickly and effectively to requests of airline gate and counter personnel for Airline personnel.

Confidential, Los Angeles, CA

IT Help Desk

Responsibilities:

  • Supporting IT support contract migration, change of IT support from Evolution to JMARK
  • Support office all PC’s on two domains supporting Office 365 Migration project.
  • Network rack of new switch 48 port switch, configuration and support of new port/connections
  • Monitor and respond quickly and effectively to requests of personnel for network, database, and OWA logins.

Confidential, Los Angeles, CA (

IT Support

Responsibilities:

  • Upgrading project of Confidential IPod scanners and IPads. Keep inventory and send replacement Upgraded as needed.
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk Monitor Service Desk for tickets assigned project to the queue and process first-in first-out based on priority

Confidential, Fullerton, CA

IT Support Administrator

Responsibilities:

  • Provided hardware and software migration systems setup and configuration support / troubleshooting for over 2000 stations
  • Provided migration support of All Scripts and Citrix portal software applications software and hardware.
  • Providing office migration of several locations to central multi-floored location in Anaheim.

Confidential, San Gabriel Valley, CA

IT Support Administrator

Responsibilities:

  • Provided IT Help Desk / and project support Confidential Health Care. Provided help desk and project support for Confidential hospital network that includes, Garfield Medical Center, Monterey Park Hospital, Whitter Hospital, Greater El Monte Community Hospital and Anaheim Regional Hospital. Providing migration project installation support for on-going WOW and desktop hardware migration support of builds for the different hospital f facilities.
  • Provided hardware and software migration systems setup and configuration support / troubleshooting for over 900 stations
  • Provided migration support of CPSI and other software applications software and hardware.
  • Providing day to day trouble ticket support after migration and providing daily h/w and s/w support.

Confidential, Cypress, CA

IT POS System Data Analyst/Admin

Responsibilities:

  • Providing IT Help Desk / Engineering support for Confidential POS stores in over 300+ stores.
  • Providing help desk IT POS support of hardware printers, systems, receipt printers via phone and remote software.
  • Providing migration project installation support for on-going DataVantage to Epicor hardware migration support of POS builds of facilities.
  • Provided Epicor hardware POS migration systems setup and configuration support / troubleshooting for over 300+ Van Store
  • Provided Remote migration support of CRS, Comprehensive Retails Solutions software and hardware.
  • Providing day to day trouble ticket support after migration and providing daily h/w and s/w support.

Confidential, North Las Vegas, NV

IT System Data Analyst/Admin

Responsibilities:

  • Providing IT Help Desk / Engineering support for Confidential and systems.
  • Providing help desk IT support and network administration, of network switches, routers, and servers.
  • Providing special project support for on-going projects and infrastructure build out of facilities, Office 365 administration.
  • Providing project leadership, coordination and facilitation for IT projects and infrastructure and day to day support and mgmt.
  • Provided hardware POS systems support and troubleshooting for Counterpoint Software
  • Providing day to day Network and IT support for servers, clients and all Goodwill hardware and software functions.

Confidential, Pasadena, CA

IT Manager Systems /Network, Data Analyst/Administrator

Responsibilities:

  • Assists the Campus President with design, deployment, and maintenance of all IT infrastructure related requirements, including proper backups and security admin.
  • Oversaw the administration of the school servers, desktop and network systems, including system monitoring HW/SW maintenance and upgrades, licensing, service contracts and troubleshooting functions. Provided IT Help Desk / Engineering support for College faculty, staff and students.
  • Provided Networking LAN/WAN administration experience, including VPN technologies, network monitoring tools, software and hardware, server h/w configurations, Windows NT Servers, TCP/IP, Microsoft Office applications is required.
  • Provide user support and resolve issues related to user workstations, servers and network elements.
  • Use Tivoli Integrated Service Management Software (BigFix) for system tools application deployment
  • Ensure adequate availability and reliability of technical services.
  • Office 365 Administration and Application Licensing Administration.

Confidential, Long Beach, CA

Network Operations Analyst

Responsibilities:

  • Providing IT Help serves as a direct point of contact for most customer and service provider interaction.
  • Autotask, Service Now, Level Platforms and Nagios alert monitoring for Port of Los Angeles terminal, network, hardware and software for several terminals in Los Angeles and San Pedro,
  • Escalate and communicate customer issues and network related alerts, creating support tickets for NOC Tier 2-4 staff, Management, and Administration as defined by our client's policies and escalation procedures
  • Provide a Solid Background for support of Microsoft Office Suite
  • Sound Communication Skills (both written and verbal), have ability to learn and retain info. in a fast pace environment
  • Demonstrate excellent attention to detail, Able to multi-task efficiently
  • Ability to work independently and/or as a part of a team
  • Provided day to day Network and IT support for servers, clients and all IT functions.
  • Working Knowledge of Network and Server Equipment (i.e., Cisco, Foundry, HP, etc.) understanding of DNS, AD.,

Confidential, Santa Ana, CA

IT Manager / System Engineer/Data Analyst

Responsibilities:

  • Providing network administration, IT Asset Mgmt.
  • Service Now Help Desk software and responsible for all IT hardware and software
  • Provided IP Phone support - Avaya Site Manager Administration Provided GE management with reports and updates
  • Provide support for all IT function, encryption, backups, Office 365 Administration and installation. Provided day to day Network and IT support for servers, clients and all IT functions.

Confidential, Vernon, CA

IT Manager / System Engineer

Responsibilities:

  • Provided network administration, of network switches, routers, and servers. Provided special project support, on-going projects and infrastructure build out of facilities.
  • Provided day to day Network and IT support for servers, clients and all IT functions as well as provided project leadership, coordination and facilitation for IT “Project One” initiative, daily meetings and coordinated weekly installations
  • Provided Confidential management with reports and updates for Project meetings with PMP and management
  • Cutover network and server room to new location, provided support for new IP configurations and setup.
  • Installed new training lab, label printers and procedures for use on manufacturing plant.

Confidential, Irvine, CA

Sr. System Eng.

Responsibilities:

  • Providing IT Help Desk / Systems engineering support for over 5000 sales people across Oracles business units. Providing baseline image support for laptops and desktop using Oracle images and tools. Providing remote and 2nd to 3rd level support for hardware and software utilizing Oracle proprietary ticketing system, office tools and procedures.
  • Provided Project support and weekly reports for sites in El Segundo and Irvine offices
  • Coordinated scheduling of user installations and programs
  • Provided high volume ticket support.
  • Met SLA time tables and reporting

Confidential, Los Angeles, CA

Sr. Desktop / Help Desk Analyst Support

Responsibilities:

  • Provided desktop support for PC’s and Mac’s on a 8 week contract.
  • Provided administration support for help desk tickets, hardware and software issue.
  • Provided user support for MS Office on Windows 7, Lion (10.7) and Snow Leopard (10.6) operating systems, printers, Adobe applications, HR database, and A/S 400 terminal emulation program.
  • Was able to bring ticket count from over 110 open tickets to below 20 while on sight.

Confidential, Los Angeles, CA

Technical Support Lead

Responsibilities:

  • Provided Leadership support for Confidential .
  • Lead for on-shore and off-shore teams providing technical support for Confidential applications, Esprit and Signiant maintenance, and troubleshooting as well as security integrity of network resources. Developed technical support processes, scheduling and documentation maintenance via SharePoint.
  • Provided data analysis pertaining to metrics and ticket reporting for management on a weekly basis
  • Provided guidance and training to administrators and management for usage of Fox Esprit and Signiant applications. Basic Oracle database asset management, title additions and administration with SQL and Toad.
  • Created accounts for Esprit and Media Exchange as well as provided daily support for help ticket generation and administration.

Confidential, San Francisco, CA

Network Support Analyst

Responsibilities:

  • Providing hardware and software support for desktop and laptop refresh project. Providing ghost imaging, user data backup and machine configuration as well as scheduling and user support for customer in production and other IT related tasks.
  • Provided leadership for PC refresh project. Was able to meet 100% deadlines for each business unit re: rollout dates/tasks
  • Configured selected desktop to receive Symantec upgrade from TrendMicro, windows updates and Altiris client files.

Confidential, San Jose, CA

Network/Systems Engineer

Responsibilities:

  • Provided network and systems support for Confidential Managed Solutions business group.
  • Provide production server support for Cisco’s Meeting Place product line.
  • Server administration, system monitoring, load balancing, alert management.
  • Managed Test Lab environment, inventory control, moves, change request, incidents and problems. Linux kickstart installations, IT Management Projects, lab moves, backup strategies, and database control.
  • Provide monthly patching support for customer production servers, managing schedules, project and other IT related tasks. Responsible for installation and maintenance of Blade Servers.
  • Responsible for initial installation and maintenance of VMware.

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