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Jira Ticketing And Desktop Support Resume

Mesa, AZ

TECHNOLOGY USED & SUPPORTED:

Windows XP, Vista, 7, 8, 10, Windows Server 2003, 2008, 2012, 2016, Windows Embedded, PBX, FOG Imaging, SCCM 2012, iOS/OSX, Android, Blackberry, Meraki MDM, Apple DEP, Daemon Tools, McAfee Drive Encryption, Dell DDPE, BitLocker, Iron Mountain, 1Password, Parallels, Windows mobile, Java, Chromebooks, Google accounts, Skype, SalesForce, Apple, Ricoh, IBM Hardware, Dell, Lenovo, I - TV/On demand, Aloha POS, HealthCareFirst, Service Now, Jira, Numara, Active Directory, OWA, Office365, 2003, 2013, 2016, Virtual Box, VMWare, Citrix/XenApp, PuTTY, Dameware, Bomgar, Tight/Ultra VNC, Cisco Connect\VPN, RDP, Linux\Ubuntu\CentOS, LogMeIn, USMT, Tivoli Endpoint Manager, iDRAC, OpenManage.

EMPLOYMENT HISTORY:

Confidential, Mesa, AZ

Jira Ticketing and desktop support

Responsibilities:

  • Management of Dell servers, 800, 700, 600, 500, 400, 300, and 200 series
  • KVM setup and support
  • Imaging OS for physical and virtual machines Linux & Windows
  • RMA and repair of all hardware
  • Custom configurations for testing and encoding 4K
  • DCIM inventory of the lab environment
  • Firmware/BIOS updates, iDRAC, and LAN configuration
  • Dell Open Manage suite
  • Racking and stacking of servers

Confidential, Phoenix, AZ

IT Consultant

Responsibilities:

  • Hardware audit and consultation for Piper and CEC
  • Creation of labs for testing and rollout
  • Hardware assembly of desktops and terminals
  • Firmware and BIOS updates for Dell products
  • NCR terminals and Aloha 12 imaging for all sites
  • Office 365 support
  • Bomgar remote support
  • Windows 10 imaging, data backup, and training
  • Logistics for ordering, scheduling, shipping, and installation at sites
  • Project Management with third parties, vendors, and the client
  • BitLocker protection for end users in Corporate Office
  • SQL 2012 configuration and support

Confidential, North Scottsdale, AZ

POS Systems Support

Responsibilities:

  • NCR/Aloha POS support
  • QSR KDS software support
  • Skype For Business/Office 2013 support
  • Dameware remote support
  • Aloha Configuration Manager / price changes to national menus
  • Kitchen server imaging and configuration
  • Project Management for all KDS upgrades/database patches
  • QA testing of POS, KDS, and online ordering

Confidential, Denver, CO

Helpdesk Team Lead

Responsibilities:

  • Created custom Windows 7 images (x86/x64) for all Dell series machines, 800+ users
  • Support of desktop, web-based, client/server applications
  • Support of third-party software applications like Sage and Adobe
  • Administration of all equipment, accounts, and permissions to new hires
  • Inventory asset tracking via company Intranet and asset tag system
  • Desktop + On Call support 50% of every month
  • Citrix farm management/XenApp administration
  • MDM of all Apple technology/Verizon accounts
  • RMA of all equipment Apple, Lenovo, Dell, Wyse terminals
  • Active Directory administration, accounts, permissions, group policy, objects, deactivation
  • Patching weekly Sunday nights for all host servers and VM’s
  • BIOS updates and firmware flashing
  • Creation of user accounts from iCloud, Apple ID, Citrix, AD, Verizon, Droid, and Wyse terminals
  • Outlook Exchange support/administration, webmail, and maintenance
  • Assisted in the implementation of SimpliVity Hyper Convergence project
  • Dell DDPE installation and support

Confidential, Denver, CO

Helpdesk Team Lead

Responsibilities:

  • Completed XP to Windows 7 migration project
  • Data transfer via USMT, RDP, and Windows Transfer Tool for imaging
  • SCCM 2012 for deployment
  • Cisco Anytime Connect VPN support for offsite users
  • Tivoli Endpoint Manager for deployment of certain x86 applications
  • Technical training with management and C Level Executives
  • McAfee Data Encryption / Iron Mountain Data Protector installation and support
  • SSO, Power Image, Siebel, Adobe, MS Office, Project, and Visio support

Confidential

Helpdesk Team Lead

Responsibilities:

  • Completed XP to Windows 7 migration project
  • Configured all Google Chromebooks for K-12 (900+ users)
  • Smart Board Support, Office 2010, 2013 plugins
  • FOG server imaging via PXE boot of all machines
  • Printer, VOIP, and security system, bus surveillance support
  • Programmed all school bell schedules and kiosks
  • Upgraded/replaced existing Cisco servers and SFPs
  • Imaged and configured all N-Computing thin clients
  • Adobe Acrobat, Photoshop, and other discipline specific software support

Confidential, Denver, CO

Technical Support

Responsibilities:

  • Salesforce Administrator Certification (ADM 201)
  • RDP, VNC, Ubuntu, Jira, PBX, SharePoint, and Virtual Box
  • Mobile rig deployment and configuration
  • VM testing of ThinkTank application with Java, reporting to Dev.
  • QA of RC’s on custom built VM’s to replicate exact environments
  • Personal Liaison for Remote/Desktop Support for largest client in South Africa
  • Custom creation of organizational Wiki and SOP’s via SharePoint
  • Administration of all equipment, accounts, and permissions to new hires

Confidential, Broomfield, CO

Hardware Engineer

Responsibilities:

  • Installation of MediaCAST products in sites across United States
  • Assisted in co-location deployment at XO Communications in Denver, CO
  • RMA of all encoders, cameras, hard drives, and other hardware
  • Fabrication of custom media carts with encoders, peripherals, and display
  • Configuration of all digital signage machines Windows Embedded, WINS, DNS, IP
  • Documentation of all projects, photo record, inventory, Bill of Lading, and cleanup
  • Technical training of educational staff and facility of MediaCAST functionality
  • Installation of all data lines in company building with Network Admin (punch ins, management, and organization)
  • Head of shipping and receiving, inventory, ordering, and purchasing for materials
  • Monitoring technologies What’s Up Gold and OpenNMS
  • Support HSIA, ITV, Apple TV, Windows Mobile, and VOD
  • Windows Mobile, Blackberry, iOS, and Android support
  • Monitoring of all properties via What’s Up Gold and OpenNMS
  • Support of HSIA, ITV, and VOD services
  • Juniper, Gateway, AP, and WAN support for over 400 properties in N. America
  • Remote support via TightVNC and PuTTY
  • Build and configuration of E-Nano machines with custom Windows Embedded image
  • Ticketing system, documentation, and call center environment

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