Jeffrey Glover

***** ******** **** - *****, ** **715

Mobile: 301-***-****

E-Mail Address: ac1hd7@r.postjobfree.com or ac1hd7@r.postjobfree.com

Technical Skills:

Active Directory/Group Policy Management

Android Mobile Devices (Microsoft Surface Pros 3 and 4, Blacberry)

Apple/MAC Devices (iPhones, iPads, MacBook Pros and MacBook Airs)

Audio/Visual Setups

BMC Footprints Ticketing System

Bomgar Remote Desktop Control

CA Service Desk Manager Queue System

Cisco Jabber

Cisco WebEx

.CSV Files

Dameware Mini Remote Control Client

GroupWise Messenger

iManage Document Management

IQTrack Ticketing System

LiteTouch/MDT

McAfee Security

Microsoft Deployment Toolkit

Microsoft Dynamics CRM

Microsoft Exchange Server R2 (2007, 2010 & 2013)

Microsoft Office (97 – 2016)

Microsoft Office 365

Microsoft System Center 2007 & 2012 Configuration Manager

Network & Local Printing

Omni eControl

Oracle Discoverer 3.1 and 10G

Outlook Web Access

Remedy Ticketing System

Remote Desktop Manager

RSA Security Console

SCCM Software Installations

ServiceNow Ticketing System

Sharepoint 2010, 2013 & 2016

Symantec Encryption Client

Symantec pcAnywhere

TCP/IP

Thin Client

VPN

Windows Remote Assistance

Windows Server 2008 & 2012 R2 Administrator

Windows XP, Vista, 7, 8, 8.1, 10

Workshare Professional

WorkSite/FileSite 9.0

Professional Experience:

Robert Half Technologies (2 Week Temporary Assignment “END DATE: 6/30/17”)

Network Support Technician (United Food and Commercial Workers) June 2017 – July 2017

Provided end-user hardware/software troubleshooting assistance for the Network Support team.

Diagnosed clients Laptop/PC troubles and resolved network access.

Diagnosed clients computer issues remotely on the network using Windows Remote Desktop application and Symantec PCAnywhere and created hardware profiles for workstation and laptop clients.

Performed server management, software installations and upgrades on network servers, workstations and laptops.

Provided remote software troubleshooting assistance for the Network Support team.

Provided networking configuration and troubleshooting assistance for the Network Support team.

Performed Windows imaging and reimaging on Windows workstation and laptop devices.

Performed computer moves for staff when requested.

Legal Placements Inc. (Temporary Assignment)

IT Service and Hardware Specialist II (Venable LLP) March 2017 – April 2017

Monitored IQTrack ticketing system for troubleshooting and device ordering/replacing requests.

Responsible for hardware configuration, cable management and troubleshooting support on Windows and Thin Client devices.

Performed Lite Touch WIN10 imaging on Windows 7 workstations and laptops.

Performed Blackberry troubleshooting support.

Provided printer troubleshooting support.

Performed computer moves for staff when requested.

Legal Placements Inc. (1 Week Temporary Assignment)

IT Support Technician (Chadbourne & Parke LLP) February 27 - March 3, 2017

Provided Microsoft Office 2016 application support on Windows 7 and Windows 10 workstations, laptops and Microsoft Surface Pro tablets.

Provided printer troubleshooting support.

Performed imaging from WIN7 to WIN10 on Windows workstations, laptops and Microsoft Surface Pro devices via Microsoft Deployment Toolkit.

Configured and provided support for video conferencing and Webinars.

Robert Half Technologies (6 Week Temporary Assignment)

IT Support Specialist (British School of Washington) September 2016 – October 2016

Updated and maintains information in Active Directory and .csv files information contained in Office 365.

Created user accounts, and security groups, assigned permissions, deployed client workstations to network.

Configured computers and user accounts for new students, teachers and admin staff.

Served as the initial point of contact for network password changes and account unlocks.

Performed Ghost Imaging and PXE Boot Imaging on Windows workstations, desktops and mobile devices from WIN7, WIN8 and WIN8.1 to WIN10.

Installed and provided Tier 2 support for teachers, students and administrative staff members.

Provided end-user and deskside computing support for Windows 7 through 10 operating systems.

Provided application support and end-user assistance to Microsoft Office 2016 users.

Performed software installations and troubleshooting for end-users.

Performed printer installations and troubleshooting for end-users.

Provided Apple and Android technical support for teachers, students and administrative staff.

INDUS Corporation

Lead Technical Support Analyst (Library of Congress) May 2014 – June 2016

Provided phone and remote support to users in the areas of email, directories, standard Windows desktop applications, and applications developed under the resulting contract or predecessors.

Performed imaging from WIN XP to WIN7 on Windows workstation and laptop devices via SCCM.

Performed password and account management via Active Directory, Microsoft Exchange Server R2 2008, GroupWise Messenger, Omni eControl, RSA Security Console and Citrix XenApp.

Consolidated AD groups and group memberships through LOC staff identification.

Served as the initial point of contact for diagnosing, troubleshooting and resolving hardware/software PC and printer problems.

Installed and provided Tiers 1 and 2 support for customers.

Provided end-user computing support for Windows 7 operating systems.

Provided end-user assistance to Microsoft Office 2010 users via SCCM and Remote Desktop Manager.

Performed ticket QA and follow-up, documentation support, and report generation at direction of manager via BMC Footprints.

Performed software installations for end-users via Microsoft System Center 2008 & 2012 R2 Configuration Manager.

Performed printer installations via Active Directory and SCCM.

Performed teleworkers end user support for VPN via McAfee Endpoint Encryption and RSA Security Console.

Provided end-user and deskside iPhone and iPad support for internal customers.

TekSystems

Lead Deployment Technician/Team Lead (Environmental Protection Agency) November 2013 – April 2014

Performed Team Lead Technician and/or Manager duties for the Migration team.

Performed Windows 7 and Microsoft Office 2010 migration and deployment duties utilizing SCCM and Ghost Imaging.

Reviewed Group Policy in relation to company’s setting recommendations.

Patched maintenance support and deployment of system patches for client and/or server protection.

Created user accounts, and security groups, assigned permissions, deployed client workstations to network.

Active Directory access to reset passwords, staging PCs for migration, adding and deleting PC’s, creating PC names, etc.

Diagnosed, troubleshot and resolved hardware, software and network connectivity issues.

Ensured issues, questions, and problems concerning hardware, software, mobile devices, and IT infrastructure are addressed and resolved in a timely and coordinated matter.

The Computer Merchant, LTD

Tier 2 Help Desk Specialist (Dept. of Veteran Affairs) March 2013 – October 2013

Performed Windows 7 and Microsoft Office 2010 migration and deployment duties utilizing Ghost and PXE Boot Imaging.

Performed password, account and group management via Active Directory.

Configured computers and user accounts for new employees.

Performed User Support, Quality Assurance and Quality Control after migrations.

Provided end user support for desktop, laptop and network related issues

Configured and installed network and local printers.

Performed software installations and driver updates.

Performed PC and laptop health checks

Active Directory access to reset passwords, staging PCs for migration, etc.

Provided technical support to remote users connecting through VPN and Citrix.

Configured and install desktop and laptop computers as needed

Replaced, installed and removed hardware peripherals as needed

TekSystems

Deployment/User Support Technician (Sidley Austin LLP) January 2013-February 2013

Performed User Support, Quality Assurance and Quality Control after migrations.

Configured hardware, applications, network connectivity and access to company’s resources

Configured McAfee Endpoint Encryption and Decryption for end users

Performed Windows 7 troubleshooting and user support for migrated systems and Remedy Ticketing Systems

Configured backup and recovery options

Performed hard drives backups

Permanently wiped out data from leased desktops and laptops

Performed in imaging, post-imaging and reimaging Dell XPS Ultrabooks, Optiplex 960 & 990 and Lenovo M82 desktops

TekSystems

Deployment/User Support Technician (Wilmer Cutler Pickering Hale and Dorr LLP) October 2012-December 2012

Performed Windows 7 and Microsoft Office 2010 migration and deployment duties utilizing Ghost and PXE Boot Imaging.

Performed user support post migration and deployment.

Configured backup and recovery options

Performed document recovery (iManage)

Changed document security settings as needed per customer (iManage)

Configured and install Dell XPS Ultrabooks and Optiplex 990 desktops in offices

New York Foundation for Senior Citizens March 2010 – October 2012

IT Support Technician /Administrative Coordinator

Provided and instructed on-site Basic Computer Training Classes for the residents.

Created and updated the outline for the Basic Computer Training Class

Configured and installed desktop and laptop computers for staff

Performed software installations and driver updates.

Provided user support assistance for NYFSC staff

Performed administrative duties as needed.

Visiting Nurse Services of New York July 2005 – October 2009

Business Operations Analyst/IT Support Liaison

Coordinated with IT Department on issues related to program needs, problems and projects to meet the changing needs of Referral Services Staff

Provided user support technical assistance for Referral Services Department staff

Provided Blackberry technical assistance for Referral Services management staff

Created, updated and maintained Microsoft Access database to ensure accuracy of staff information and staff assigned projects

Converted Microsoft Access information to Microsoft Excel documentation when needed

Ensured that PC’s and laptops were fully equipped and functional to perform day-to-day functionalities

Acted as a liaison between Referral Services and IT Departments regarding outstanding concerns within Salesforce Software

Maintained customer satisfaction by providing problem-solving resources; supervising staff

Conducted Electronic Platform Systems in-house troubleshooting and training for Referral Services Department

Collected, analyzed, maintained and ensured accuracy of statistical data for Electronic Platform reporting via ECIN, Edischarge, Plink, Vista Plus, Oracle Discover and Microsoft Excel

Certifications:

Comptia A+ Technician Certification

Help Desk Support Professional

Microsoft Certification Professional (NT Workstation 4.0)

Microsoft Digital Literacy Certification

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