Desktop Support/Engineer
Resume:
Charles S . F irstenberger
Avon, O hio 4 4011
**************@*****.***
Qualifications:
A dvance k nowledge o f M icrosoft O ffice 2 003, 2 007 a nd 2 010 Novice-to-Moderate l evel e xperience i n O ffice 3 65. Expert-level e xperience w ith G roup P olicy ( client-side) a nd A ctive D irectory Proficient i n i nstalling a nd t roubleshooting P C’s, l aptops, p rinters/copiers, s oftware a nd hardware. I ncludes W indows X P, W indows V ista, W indows 7 , W indows 8 , W indows 1 0 a nd Windows S erver 2 003. N ovice-to-Moderate l evel t raining i n S erver 2 012/2016. Remote c onnection e xperience w ith R emote D esktop, V NC, P CAnywhere a nd D ameware Highly a ccustomed t o W indows 7 a nd W indows 1 0, a long w ith t ransition r equirements Created a nd m aintains P C/laptop i nstallation p rocess a nd p rocedures Works i ndependently o f d irect s upervisor a nd/or a longside I T t eam Acts i n a p rofessional, c ourteous m anner w ith i nternal a nd e xternal c ustomers Creates, e dits a nd r esolves t ickets t hrough r emedy t icketing s ystems Hyper-V a nd V irtualbox e xperience
Created t raining d ocuments t o i mprove c ustomer c omputer a pplication k nowledge Excellent t roubleshooting s kills a nd “ can d o” a ttitude Powershell p roficient. L ite P owershell s cripting k nowledge SCCM 2 012 i maging a nd r eporting e xperience. F amiliar w ith p ackage deployment/applications
M oderate v ideo c onferencing s etup a nd s upport ( WebEx a nd S kype) Education:
2003-2006 A ssociates o f A pplied B usiness- P C A dministration/Networking M ajor, M arion Technical C ollege
1999-2003 H igh S chool D iploma, B uckeye V alley H igh S chool Employment:
2015-Present D esktop S ervices S pecialist, D ealer T ire, L LC; C leveland, O hio
(Providing T ier 2 a nd T ier 3 s upport r egularly. L eading o r a m ajor s takeholder i n m ost client-side p rojects. H eavily i nvolved i n W indows 1 0 m igration, f rom W indows 7 . C lient-side group p olicy s ubject m atter e xpert.)
2006-2015 S ystems S pecialist ( IT), A dvance A uto P arts D istribution C enter; D elaware, O hio
(Providing T ier 1 t o T ier 2 s upport p rimarily. T ier 3 o ccasionally. R e-defined u ser t emplate for n ew h ires, m aking i t m ore s tandardized a nd q uicker p rocess. C reated l ocal g roup p olicy template t o b e i mported i nto P C i mage.) Charles S . F irstenberger
39452 C layton D rive
Avon, O hio 4 4011
**************@*****.***
Detailed E xperience:
> O ver 1 0 y ears o f e xperience i n t he I T f ield, d eveloping t roubleshooting t echniques, unique f ixes a nd p ushing t he “ thinking o utside o f t he b ox” i nitiative
> S ole r esponsibility o ver a ll c lient-side g roup p olicies, f or l aptops, d esktops a nd t ablets.
> K ey m ember o f W indows 1 0 E nterprise t esting, d eployment a nd t roubleshooting t eam
C ommunicate i n a b usiness e nvironment w ith c ustomers, b oth i nternally a nd e xternally
> O perated i n H elp D esk/PC A dministrator ( Tier 1 a nd T ier 2 ) e nvironment f or n ine p lus years
> C urrently o perating a s a D esktop S upport T echnician/Desktop E ngineer ( Tier 2 a nd T ier 3)
R e-structured G roup P olicy t o b e m ore s treamlined a nd d ecrease p rocessing t ime
> T ake i nitiative t o r esolve t ougher i ssues a nd d ocument t o d ecrease d owntime
> M anage, c reate a nd e dit u ser p rofiles a nd c omputers t hrough A ctive D irectory
> T roubleshoot i ssues i n a t imely m anner a nd p rovide f eedback o n i ssues t hat a re outstanding. P rovide d etailed n otes f or e scalation, w hen n eeded
> I maging e xperience w ith b oth N orton G host a nd S CCM 2 012
> I ntermediate c abling a nd n etwork t roubleshooting k nowledge
> W indows, M cAfee a nd Z oneAlarm f irewall c onfiguration a nd t roubleshooting
M cAfee, N orton a nd A vast a ntivirus p roficient. E xploring D efender f or E nterprise u se
> 2 y ears o f e xperience w ith W ebex s upport. 1 y ear o f e xperience w ith S kype 2 015 v ideo conferencing
> C reates, e dits a nd t each i nformation t echnology p olicies, a s d ocumented p er S OP
> I mplements s ecurity p rotocols a nd s upports e nd u sers, i n u nderstanding t hem
> K eeps u p-to-date o n e merging t echnologies a nd w hat a dvantages t hey b ring
> U pholds c onfidentiality w ith s ensitive i nformation, i .e. u ser p asswords, s ocial s ecurity numbers e tc.
> S upport u sers v ia r emote c ontrol, e mail, t elephone a nd i n p erson
> G reat w orking r elationships w ith e nd u sers b y p roviding g reat s ervice a nd r emaining patient t o k eep c ustomers a t e ase d uring i ssues
> P rint M anagement t hrough A ctive D irectory t ools
> D HCP s cope a nd r eservation c onfiguration e xperience
> D irect A ccess r esearch, i mplementation, t roubleshooting a nd d ocumentation
> B itlocker r esearch, d evelopment a nd g roup p olicy i mplementation. E xperience w ith actual B itlocker e ncryption a nd s ettings c onfiguration. W orked w ith s erver t eam t o d evelop Microsoft B itlocker A dministration a nd M onitoring r equirements.
> R esearch a nd d evelopment f or W indows 1 0 a dvanced t ools l ike D evice G uard, Applocker, D efender, H yper-V e tc.
> C reated c ustom O S a nd a pplication p ackages f or W indows C E c lients ( RF T erminals)
C ompleted s tructured t raining i n G roup P olicy M anagement a nd I dentity W indows Server 2 016.
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