Support Manager
Resume:
Denny Muller
*********@*****.***
SUMMARY:
I am a level 2/3 technician with excellent troubleshooting skills in infrastructure from client to server. I have extensive experience with keeping systems in operation. I have managed up to 25 employees, can work with minimal supervision and hit the floor running. Very active, hands on and work well with various teams and their members with the capability of always rising to the top. I normally become a person the team can lean on for assistance of any kind.
Certifications: MCP, CNA, Network+ and Security+
PROFESSIONAL EXPERIENCE:
TEKsystems (May 2017 – Present)
Field Technician – National, US
Travelling to new Hilton hotels across the nation prepping their Computer / Technical system for opening. Go onsite approximately two weeks before the hotel opens to install and setup their server, switches, card readers, printers and computers in a training room so Oracle can install and test the Hotel operations software. Once Oracle has finished, I revisit the hotel to move the equipment to their permanent positions and test for proper functionality in the working environment.
Rack server, switch and connect
Install workstations, printers, run cables and patch into switch
Configure IP schema, run first backup on server
Configure card readers
Configure and test printers
Inventory and test
Simply Computing (May 2012 – Present) Part time, nights and weekends.
Owner Operator - Bedford, Texas
Have my own technical services business and work technical issues mostly for small businesses (1 -10 computers) and personal / home users.
Helped customers with communication via Skype or Lync video.
Support customers mostly in the evenings and weekends, part time, much of it done remotely.
Started this business while attending to family issues in Iowa, much of the work I did was assisting farmers and their GPS crop management systems.
Biggest accomplishment in my business was working to build the Iowa Quality Beef network. A group of farmers pooled their money and converted an empty building into a beef packing plant. I was hired to build the entire network, including complete WIFI system for scanners and floor computers at weigh stations at each line. Once that was completed, connected the network to the storage freezer at a remote location and the partner company in Greenbay Wisconsin. Unfortunately their first load shipped to Japan was rejected due to health concerns of the beef was rejected and they went out of business shortly afterwards. I worked at AIG as a remote manager during the same period, in essence working two jobs at the same time.
Booz Allen – Merck (July 2016 – Dec. 2016)
Security Analyst - SCCM / McAfee Security Rollout - (Remote Project)
While assisting with the entire project my specific team created a process that would automatically encrypt any document that was marked sensitive or classified using Bolden James classifier and copied off network. Making them inaccessible off network through 256 AES encryption unless specifically allowed.
Helped design and implement a McAfee security and encryption solution working with a remote support team ad coordinating with company security and management teams.
Assist in writing all SDLC, Config. specs, Support and Risk Assessment documentation
Push McAfee Client and agents to 96,000 endpoints via SCCM
Create Multi-National company policies in McAfee ePO for DLP, File and Removable Media Protection, PBA and Disk / Network Share Encryption.
Work with Merck team for least impact, top results worldwide working with international domains
Pilot test and sign off implementation.
Sullivan & Cogliano – Aetna (Jan 2016 – July 2016)
Desktop Support Site Manager - Arlington, Texas (Contract)
In 3 months my partner and I optimized the lease replacement process saving the company hundreds of dollars a week. Diagnosed / Reviewed many other processes to streamline, reduce the ticket count and improve the SLA(s). Worked with developer teams to avoid repeat issues, thus reducing the agents’ down time and saving hundreds more a week, while improving the call times. Supported all call center applications including Adobe Pro products for management.
Manage and coordinate desktop support functions for a very large call center
Supported communications via Skype for business and Lync
Approximately 75% PC and 25% MAC support for all end users and White glove treatment for management, excellent relationship with Management team.
Streamlined the Computer lease replacement and support process to save the company dozens of hours and hundreds of dollars weekly.
Computer distribution / Rotation, imaging, installation IMAC
Imaging / Computer builds
Lease swaps
Application / Citrix Virtual Environment support
Assisting end users with their issues, of all types.
Working with remote users connecting through VPN.
KIOSK setups, user data migration, backup and restore
Phone, Remote and local support of all users.
WYSE / Litebuilds / Full Builds
Asset Management
Complete support for a very large Call Center
Lufthansa Systems (September 2014 – Sept 2015)
Infrastructure Support – Irving, Texas (Contract)
3rd level Desktop and Infrastructure Support.
Patch Panel management, cable tracing, switch checking
Backup management, some server maintenance
Repair / image laptops for end users, both MAC and PC.
Supported the phone systems, and mobile devices, Apple and Android.
Troubleshot customer issues providing full support.
Supported multiple domain network structures.
Full spectrum, high profile, support, customer service
Buck stops here support, issues are resolved without escalation
SCCM application pushes and imaging
Basic AD management
Peerless Manufacturing (July 2014 – September 2014)
Desktop, Infrastructure Support – Dallas, Texas (Project)
Was brought in specifically to fix their SCCM 2012 R2, they could not image a machine
successfully. This was a 3 month project, working with Office 365, Help Desk, Desktop Support at the same time. At the end of the 3 months they were able to image all of their most common machines and run reports for how many instances of Autodesk and Autocad they had installed, by version so they could audit licenses.
Desktop and Infrastructure Support, some MAC mostly PC.
Remote communications support for Skype for business
White glove treatment for upper management including the CEO, CFO, CTO and their specialized software such as Adobe Pro, Autocad viewer and financials.
Supported mobile phones, Apple, Android, usages
Repaired / imaged laptops for end users.
Virus prevention, testing and removal.
System imaging, setup and configurations.
Security enforcement.
End user support., assisting with O365 migration issues as we were just migrating to O365 from Office 2010
In the 3 months I was there we had migrated approximately 50% of local users to O365 and converted most of their PST files
Exchange, Office 365, Office 2010 configuration and support.
Built and supported high powered AutoCAD Workstations.
Application license management.
Supported for Nortel IP phone system.
Troubleshot day to day issues users deal with.
Worked with SCCM for patching and imaging purposes.
Short term contract, brought in to get SCCM 2012 working while providing support.
Availity Medical (January 2013 – June 2014)
Infrastructure Support Specialist – Richardson, Texas (Contract)
Performed any duty required to support over 200 developers and coordinate lease replacements, imaging and video conference sessions to our remote offices using a Polycom Video conferencing system. Moved users as required and tested many workstation configurations with multiple Scrum conference rooms.
Desktop and Infrastructure Support.
Troubleshooting Polycom Communication stations and Lync
User / Phone management in CISCO Unity phone system.
Pushed applications and image machines using SCCM 2012.
McAfee EPO (ePolicy Orchestrator) Administrator, Anti-Virus, Data Loss Protection and Encryption.
Bigfix update management.
Build Good Mobile Profiles.
Managed Active directory accounts build security groups, manage members (Decomms - New hires)
VPN and remote user support.
Assisted with MAC and Windows end user issues.
Supported Media conference rooms Live - PC Presentations for multiple locations.
Prepared weekly server backups.
Managed 2010 Exchange Email Accounts / Mailboxes.
Troubleshot daily end user operation issues.
Secured wipe and backup of decommissioned machines for disposal.
Built new Windows and MAC machines for end users.
Supported MAC OS Laptops / Desktops.
Used IT360 ticketing system by Manage engine.
Worked with HIPPA and SOX.
Setup new user offices and cubes.
Created network shares and set permissions.
Installed / Licensed specialty software, Update as needed.
Applications support, primarily Java, Adobe and web based products such as portal services.
AIG Global Solutions (May 2012 – January 2013)
Simply Computing – Iowa Quality Beef
Citrix VDI Data Migration Coordinator (Team Lead) – Ft Worth, Texas (Project)
I was blessed during this time as I moved back to Iowa temporarily to spend time with family, my mother was/is suffering from Alzheimer’s. During this time, I was part of a team who converted an empty building into a fully functioning beef packing plant with full network and communication capabilities with our partner. I was the manager in charge of building the entire network system, including WIFI scanning for all weigh stations and tying it into the American Foods network in Greenbay Wi. Unfortunately, Iowa Quality Beef went out of business when their first shipment was rejected by Japan due to recently discovered beef health concerns. I was also able to manage the AIG technicians overseas remotely on evenings and weekends, so essentially working 2 jobs at the same time, one through my consulting company in Iowa and the other as a contractor for AIG as a remote manager.
Managed a team of 7 technicians, located in Malaysia, India and New Jersey.
Secured print services setup, management.
Offshore technician management.
Blade server management, assignment and decommission.
MFD (Multifunction Device) management, installation, configuration.
Coordinated daily work assignments on a Migration team.
Tracked, Coordinated and offered solutions for connectivity issues.
Migrated user data, data discovery, user communications.
Citrix data migration scheduling, coordinating, troubleshooting.
Connected to desktop remotely to backup user data.
Technical knowledge in hardware and software as well as troubleshooting and customer contact skills.
Provided technical assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems.
Some server support.
Hands on desktop support.
Setup various stations, printers, phones, internet access, and assist with various migrations.
Hardware Break/fix repairs, Workstation imaging, installations, move, add, chg, deinstall support.
Coordinated WYSE Thin Client installation schedules with 3rd party.
Southwest Airlines (June 2011 – February 2012)
HDQ Technician – Dallas, Texas (Contract)
SMS tools for Cloning, Application pushes, Active Directory container management.
Profiled migrations, refreshing Dell workstations and laptops.
Worked with Remedy Support Ticketing System.
Transferred to HDQ from Field Services.
Replaced / Reimaged / Moved workstations as required.
Troubleshot connectivity issues.
Added computers to SMS BDD Tool.
Cloned workstations.
Maintained Active directory containers.
Refreshed workstations as old sets are decommissioned.
Patched Walker boxes to switches in closet and at desk.
Distributed laptops as approved.
Troubleshot user issues with laptops and workstations.
Worked with various departments to assure the job is done correctly.
Supported a wide and mixed array of applications required for Air travel and Airport flight management.
Field Technician (Project)
Part of a team that travels the country keeping Southwest Airlines equipment operational in airports, reservation centers, flight academies etc.
Replaced servers, Cronos biological time Clocks, printers, scanners, computers Kiosks and any other equipment required to keep the airline in service.
Repaired removed equipment at shop when not on the road.
Took support calls and fix issues as they come up, whether by phone, remotely or in person, whatever the situation demands.
Imaged and deployed computers as required for a major conversion for a new airline Southwest recently procured.
Top troubleshooter, test solutions on a continual basis to find the best resolution for given situations.
Replaced Blade servers HP / Dell as they are decommissioned.
Basic PowerShell 4.0 scripting, training ongoing,
Decision One – American Airlines (January 2011 – June 2011)
Lead Deployment Technician – DFW, Texas (Project)
Started the project replacing the HP computers and most of the printers throughout the Dallas / Ft Worth area, including, SimUflight, DFW and Alliance airports. The work was performed during slow hours depending on the site, so some sites were done overnight while others were completed during normal working hours for the least impact. I followed 3 - 4 teams of technicians to guide and quality control functionality of all devices installed, including running troubleshooting practices of issues as they were uncovered. It was very fast paced work that required walking many miles a shift and quick resolutions of discovered issues. By the end of the project, we had lost most of the technicians due to the physical demand and unusual working hours and 4 of us finished the contract.
Team Leader of Computer / Printer deployment technicians for all American Airlines facilities throughout DFW Metroplex locations, replacing approximately 6,000 computers.
Decommission and inventory old equipment.
Recorded / tracked replacements for specific required locations using Excel spreadsheets.
Configured Computers and Printers for gate and ticketing agents.
Tested and confirmed operation of equipment to meet or exceed expectations.
Repackaged old equipment for removal.
Insured issues are resolved as they are encountered.
Lead Troubleshooter - correct any and all issues immediately upon detection.
Trained Technicians on procedures for resolving specific issues.
Kelly Services (November 2010 – January 2011)
Service Tech Advisor – (Remote Contract)
Supported Apple products such as the iPad, iPhone and iPod.
MAC OS Laptops and Desktops
Assisted customers with any issues they have with Apple products.
Fixed the customer is what it is all about, whatever it takes to leave a pleasant experience for the customer.
Most issues are connectivity related to Wi-Fi or customer just needing education on the proper use of the products and the new technologies.
Covington Wireless (July 2010 – November 2010)
Service Tech – Bedford, Texas (Contract)
Broke Fix mode, preventative maintenance.
Installation, removal, retrofit.
Short term installing / troubleshooting Dish Network Installations.
Ran cable for the dishes, replace defective parts and troubleshoot customer problems in person and on the telephone.
Colossal Marketing (May 2010 – December 2010)
Call Center Manager – (Remote Contract)
Managed a Call Center for online marketers and manage 25 virtual agents.
Globalmktng.com and SmartVacationSolutions.com (September 2008 – April 2010)
Business Consultant – (Remote)
Part time ongoing consultant and part owner of two online businesses.
Search Engine Optimization and web design, learned to get web sites on Google front page for targeted keywords, includes integration of MySQL, subscriber forms, blogs, back links, follow up auto-responder messages, cPanel configurations, lot of experience with Twitter, Squidoo, Hubpages, Facebook and Social Networking in general.
ACS (February 2006 – September 2008)
Senior Technical Service Supervisor – Dallas, Texas (FTE)
Preventative maintenance, troubleshooting, installation, removal.
Payroll dept., supporting internal and external clients.
Used products such as Ultipro, Cognos, ERS, EssBase, Hyperion and some JDE.
FAQ Creation for web.
Wrote all support documentation and link to Security Information page I created for access by support team as well as the developers.
Network Diagram with Visio, Excel and HTML.
Built VM test environments for application compatibility and D.R. testing, using ESX and GSX VMware.
Ran Microsoft Baseline Security scans on OS and Microsoft Best Practice Analyzer on SQL 2K and 2005.
Repaired security leaks, apply patches as needed, maintain critical watch list.
Helped off-shore initiative with connectivity, support, security and configuration templates for "Group" users.
SharePoint access and usage support for the CorpMis finance team.
Updated licensing; maintain server list, cleanup and maintenance of 70 Citrix/Web, SQL 2000/2005 and file servers along with the LAN team.
Monitored all servers for proactive action requirements.
Maintained and performed Disaster Recovery (D.R.) procedures for Ultipro, JDE Enterprise One and the Expense Reporting System (ERS).
Worked with team members and managers to accomplish tasks in a timely manner.
Worked with Procurement to obtain Licenses, software and hardware required by dept.
Learned 5 high level apps and international network on individualized study/training within a year.
Worked closely with Help Desk and troubleshoot issues they can't solve.
Followed SOX and HIPPA compliance, run audit scans, clean-up issues the auditors discover.
Helped developer's access databases and servers as the SOX separation of duties requires.
Helped with off-shore connectivity and published app issues through Citrix.
WorldTravel BTI (October 2004 – February 2006) (FTE)
Lead Help Desk Technician – Irving, Texas
Responsible for managing the timely resolution of Help Desk tickets pertaining to client PC software, hardware platforms and Internet connectivity, either by phone, remote desktop control or on-site visits.
Preventative maintenance, troubleshooting, installation, removal.
Microsoft SQL Server 2000 Security setup and support.
Citrix Metaframe setup and troubleshooting.
Configured and maintained remote users with Active Directory and MS SMS application launcher.
User support for Windows 2003/2000, Win98, WinXP and MS Office products.
Diagramed and documented WorldTravel internal and external vendor environments in Visio.
Troubleshot and resolved VPN/DSL/Firewall connectivity issues for remote clients.
Helped configure in-house network workgroups to interact with external private networks.
Conducted end-user classroom training and publish training documentation.
Configured and maintained Norton Ghost server images for off-site Disaster Recovery.
Delivered Sarbanes Oxley (SOX) compliance documentation for security and change control.
Supported the creation and distribution of data center enterprise reports to management.
Managed server backups remotely utilizing Veritas 9.0.
TECHNICAL SUMMARY:
Wide variety of extensive software and hardware expertise.
VPN, VMware, SCCM, Norton Ghost, Active Directory, Citrix, Dell, HP, MAC, McAfee EPO, Various backup and restore devices and applications, Disaster Recovery, ServiceNow, Remedy, Asset management, CISCO IP Phone manager
Windows experience from Windows for Workgroups to Windows 10
My experience with hardware and software is too much to list here, but will talk freely when asked.
TRAINING:
MSSQL Installation/Maintenance
CCI Training for MCSE, Network Plus and Security Plus.
Introduction to CISCO router configuration and Advanced CISCO routing
SMU training center; Administering Win2K
EDUCATION:
Iowa Lakes Community College
Associates degree in Business Principles (1976)
NT 4.0 Core Technologies classes
BRBA at the Dallas Market Center
Intro to SQL
CERTIFICATIONS:
MCP
Novell Certified Network Administrator 3.x (CNA) Richland
Network+, Security+
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