Desktop Engineer Resume Profile, CT - Hire IT People

Summary

Experienced desktop support engineer seeking new employment based on over 14 years of experience in various technical positions with companies in the pharmaceutical, ISP, and marketing industries.

Skills

Windows XP/7/10, Mac OSX, Linux, Android, IOS, Blackberry, Office 03/07/10/13, Server 03/08, Exchange 07,10, Group policy, DNS, DHCP, Mcafee, EPO, DLP, Dell Kace, Office365, BES, AWS, SSH, Putty, SCCM, SMS, Service now, Remedy, ITIL, SOX, VOIP, MDT, Active Directory, PowerShell, Tenable, Proofpoint, Networks, Proxy, VMware, Juniper, Cisc VPN, Dameware, Bomgar, RSA, Safenet.

Experience

Confidential

Desktop Engineer

Serve as point of escalation for Confidential and provide Level II and III support for hardware and OS related incidents by determining appropriate solutions t problems including software, hardware, network, and system integration requirements. Provide technical assistance t junior IT staff and management as needed.
Cross train technical support specialists for the desktop deployment process. Maintains professional knowledge of current trends and developments in the information technology field. Manage support vendors with major projects such as desktop refreshes.
Provide technical expertise t evaluate, install and maintain both hardware and software solutions t accurately meet the needs of our business users on a timely basis.
Demonstrate an advanced level of technical knowledge and provides direction and support t team members regarding complex technical problems.
Create, modify and documents complex desktop image design defaults, scripted processes and image maintenance procedures. Works in conjunction with other internal department groups in setting hardware and software standards.
Administers 3,000 desktops laptops and 500 mobile devices.
Participates in desktop-related enterprise-wide projects.
Subject matter expert on Office365 and Lync environment. Manage licenses for user mailboxes and Lync software. Assisted with negotiating cost between vendor and company.
Assists with mass migrations of internal exchange mailboxes t Office365. Created all conference room mailboxes and setup t auto-accept according t management request.
Migrated all blackberry devices and accounts from internal BES t BES cloud services.
Created mobile device rules t block active sync from automatically allowing setup on personal mobile devices. Devices are quarantine and are released with proper business justification. Als setup complex password rule for users wh use OWA app on Android and IOS devices.
Assists with desktop corporate standard image for desktop laptops. Prior t Microsoft MDT, each company location had their local images. We apply changes as needed t meet company needs and compliance. Standard image include operating system, applications, and drivers. In addition t Microsoft MDT, we are implementing same design setup with Dell Kace 2000 product which is als imaging software deployment.
Add delete modify group policies t desktops and users according t company needs and compliance.
Administers Mcafee product deployment t laptops desktops. By default all users are denied USB access unless approved by Information Protection team. If approve, we grant access via EPO console. Als provide release codes on an as needed basis t install printers and other USB devices if needed for one time installation.
Verify all laptops desktops are updated with latest Mcafee agent, policy auditor, virus scan, and HIPS versions according t company standard.
Block specific applications executables via Mcafee virus scan according t Information Protection preventing users from installing software.
Administers patch detection and deployments via Dell Kace 1000 appliance. We have the main appliance at our location and replication servers at our remote offices. Schedule detect and deployment patching. In addition t Microsoft, we deploy Java, browsers, adobe products and other 3rd party vendors.
Other tasks we perform using Kace appliance include license management, software installation and removal, and compliance reports t provide t auditors.

Confidential

Senior Helpdesk Desktop support

Created internal Wiki site t be used as a knowledge base and continuously updating t reflect latest fixes known issues. Mentor junior analyst.
Created Disabled Deleted VPN accounts and RSA token accounts for VPN users via RSA servers.
Created Disabled Deleted Active Directory accounts for new hire and terminations.
Assisted senior server support team with windows server patching and citrix profile connections.
Participated in HP hardware upgrade which updated all laptops desktops which leases were due. OptiPlex desktops were upgraded t 790 quad core models and laptop D series were upgraded t E6420 I5 and I7 processor models.
Assisted in transitioning from Window XP environment t Windows 7. This included backup customer data via MDT software, providing new hardware and loading data via USMT.
Assisted in transitioning from Office XP Office 2003 Office 2007 t Office 2010. This includes installing plug-ins for several office applications for new version and end user training on menu navigation.
Was part of Incident management team whose responsibilities include notifying proper team when clients called t report websites outages, take ownership on conference calls between clients and support staff and provide critical updates t these outages as needed and provide On-Call support for this team during no-business hours. This process includes talking gathering information from our financial customers, reviewing our internal monitors for outages and following up with 3rd level support for root-cause analysis documentation t provide back t financial institutions.

Confidential

Internet and VOIP Support

Tier II and Tier III support t home and business customers via email phone. Spanish English support.
Provided support for broadband and VoIP connections for residential and business customers.
Participated in committees t improve workplace and incentives at call center site.
Provided information t update Knowledge Base.

Confidential

Senior Systems Analyst

Tier II and Tier III incidents escalated from level I helpdesk. Provided support t C-level staff including off-hours and home visits.
Administered VPN accounts via RSA console and extensive VPN troubleshooting from home offices hotels using Cisc VPN software.
Participated in subnet network printer update through the campus. This involved over 30 network printers spread across different locations.
Upgraded 3K laptops t North America sales force team.
Was part of Incident management team whose responsibilities include notifying proper team when clients called t report websites outages, take ownership on conference calls between clients and support staff and provide critical updates t these outages as needed and provide On-Call support for this team during no-business hours Key player in contribution of knowledge t build up our initial knowledge base.

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Desktop Engineer Resume Profile

CT

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