Desktop Support

Qualifications and Highlights

Dynamic, dependable, results driven information technology professional with over ten years of progressively responsible experience within the computer industry. Expertise evenly divided between PC and MAC hardware, software, and networking support fields. Extensive experience with desktop/analyst support. Repeatedly recognized as goal oriented, trustworthy, dependable, friendly, and possessing superior communication skills, both verbal and written. Able to work effectively alone, or within a team environment.

Ten-plus years professional experience Remote Support (Bomgar®) Admin/SME for N.A.

MDM Administration / Support (iOS and Droid) Software Deployment Scripting / Planning Media App Software SME For N.A. High Level Problem Solving

Outlook 2k16 Client Support Active Directory Support

Knowledgebase (KB) Administration Project Management

Grp. Policy Definition / Deployment / Trblsht SharePoint Access Administration

PC and Mac Software testing and deployment Support, troubleshooting:

clients, servers and networks (MS and Novell)

Accomplishments

One of the fastest promoted from Desktop Support to Sr. Desktop Support (6 Months).

Recognized for performance, dependability and dedication with internal award (Drum Kit Trophy).

Knowledgebase Management & Training

oImplemented the North American (N.A.) Knowledgebase (Service-Now).

oCreated standards adopted across North America for all KB articles.

oTrained all members of 1st, 2nd and 3rd level teams in North America on usage of KB.

oHave created over 1,000+ KB articles into the new Knowledge Management System.

oDeveloped and published a “Best Practices and Procedures” manual for creating and submitting articles for the KB system, which was adopted across North America.

oTested and evaluated new builds of Service-Now’s KB system when updates became available.

Problem Management

oWas 1st member of the official Problem (PRB) Management team when it was created.

Helped to outline and frame future SOP’s (Standard Operating Procedure) for Problem Tickets.

oUnder Problem Management solved a particularly difficult issue where all newly imaged machines would immediately blue screen after customer would login.

Training - One of the most active in training others throughout North America.

oBegan training individuals and teams since my 1st year of employment.

oProvided training on many subjects, including but not limited to:

Knowledgebase

Clear Decisions (IMS Media Apps)

MacOS X

Windows 7+

Chat Server (Jabber/OpenFire on Linux and Windows Srvr.)

New systems such as a local office management suite (used to reserve rooms and equipment).

Yammer Enterprise Support

Break/Fix techniques for new / current pieces of software.

Creation and management of SharePoint 2013 site (Solution Center University) of which I was the sole admin.

Eval/Implementation of Vendor call handoffs.

Implementation, administration usage and t-shooting of FontExplorer® across creative enterprise.

Tested implementation of new Adobe CC 2017 Cloud-Based program.

Took part in the initial spin up and documentation of Enterprise VM System (Citrix Based – LionCloud)

Financial Impact - Saved company $8k+ per month by resolving LDAP issue with remote support servers (global issue).

Global Administrator of Remote Support Tool (Built, deployed, supported over 25k users).

Sped up adding / removing accounts from Remote Access system using AD Groups.

Setup / Adoption / Administration of Jabber (OpenFire) chat server (Linux Windows Linux).

Early adopter / evangelist for new cloud based collaboration tool and storage system (Box® Cloud Software).

Initial tester of new iOS and Android OS’s on MobileIron system whenever an OS or MobileIron update became available.

Professional Experience

Publicis Groupe S.A. (Re:Sources USA IT) – Chicago, Illinois January 2006 – December 2016

Sr. Desktop Support 2/3 – Expert Advisor – N.A. Solutions Center ~ November 2009 to December 2016

Specifically called upon to become the first Expert Advisor (Engineering/PC) in N.A.

Remote Support System Global Administrator – (Setup/Ship/Administer) – Bomgar.

2nd and 3rd level email/phone/remote support of over 35k customers across North America.

Global Knowledge Manager (Service-Now) – Setup global standards for all KB articles. Oversee/Manage all incoming KB articles. R retire outdated articles. Test / evaluate new features in new builds of the Service-Now KM system.

Setup / Troubleshoot chat server (OpenFire) for use by all of Customer Care. Migrated from Debian to Windows 2008 VM, and then back to Linux VM (CentOS).

Involved in initial planning phase of IMS Clear Decisions on Citrix, with end-user and support perspectives.

Involved in ongoing planning and troubleshooting of IMS Clear Decisions on Citrix, with end-user support.

IMS Application S.M.E. for N.A. – All Nielsen Apps.

Supported cloud based storage apps (Box, Dropbox).

Group Policy troubleshooting and implementations (via Zenworks, Altiris and AD).

Troubleshoot and support 3rd party media applications across enterprise (IMS Suite, DDS, MediaTools, Ad*Views, etc.).

Train and provide guidance to Solution Advisors and Field Technicians.

Identify training and development opportunities to strengthen and/or grow skill sets within Solution Center teams.

Assist 2nd and 3rd level teams from all across N.A for a multitude of technical issues.

Advanced troubleshooting of PC/MAC hardware/software issues (misc. errors, spyware problems, BSOD’s, bad hardware, spyware, viruses, proprietary software, network issues, vpn issues, etc.).

Desktop Engineer / Mobility Administrator ~ November 2008 - November 2009

Research, test and implement new software (both open and closed source) for use within the enterprise.

Research, test and implement new hardware for use within the enterprise.

Patchlink Administration – Test, manage and deploy Desktop/Server patches via Patchlink.

Interface with multiple vendors on various projects and technical issues.

Troubleshoot and support 3rd party media applications across enterprise (IMS Suite, DDS, MediaTools, Ad*Views, etc.).

Package, test and deploy software across the North American enterprise using Novell.

Troubleshoot scripts (AutoIT, Powershell) that failed on some machines.

Advanced troubleshooting of PC/MAC hardware/software issues (misc. errors, spyware problems, BSOD’s, bad hardware, spyware, viruses, proprietary software, network issues, vpn issues, etc.).

Sr. Desktop Support 2 – Field Tech / Mobility Lead for N.A. Region ~ July 2007 – November 2008

Assisted with and lead high level problem tickets, and provided testing of solutions and workarounds.

Mobility administrator for N.A. supporting 10,000+ clients across multiple platforms and servers.

Advanced troubleshooting of PC/MAC hardware/software issues (misc. errors, spyware problems, BSOD’s, bad hardware, spyware, viruses, proprietary software, network issues, vpn issues, etc.).

Advanced troubleshooting of network issues (no connectivity, wireless issues, slow/no logins, novell client issues, slow internet, etc.).

Troubleshoot and support 3rd party media applications across enterprise (IMS Suite, DDS, MediaTools, Ad*Views, etc.).

Desktop Support - Field Tech / Mobility Specialist ~ January 2006 – July 2007

Troubleshoot software/hardware issues across Chicago region with a userbase of 5,000+.

Hardware refresh projects.

Install/update software on all PC’s and Mac’s. (MS Office 2016, Windows XP/7, Lotus Notes, Adobe CS2 thru CC 2015, Outlook 2016 (Office 365), etc.).

Image all new PC’s and Mac’s, backup user data and transfer to new hardware..

Pre and Post-integration support of multiple Brands to the Re:Sources support model in N.A.

Teksystems – Chicago, Illinois June, 2005 – January, 2006

PC Technician / Imaging Specialist @ Re:Sources USA IT

Image PC’s using Acronis True Image and bootable DVD/USB.

QA all PC’s/Laptops that are imaged to make sure they are meeting company standards.

Troubleshoot any issues that arise before/during/after imaging.

Verify all images using Acronis True Image prior to data transfer.

Desktop Migration Support @ Chicago Board of Trade

Assist in migration of Novell environment to Active Directory.

Assist in troubleshooting of automated script to move user onto domain.

Define and troubleshoot end-user issues as they arose (Windows XP and Windows 2000).

Enable accounts and reset passwords in Active Directory.

Use Dameware Utilities to remote into workstations and solve issues as well as user administration.

Install Office 2003 and ensure functionality with all applications.

Troubleshoot Outlook 2003 issues as they arose.

Ensure customer satisfaction after migration.

St. Mary Medical Center - CFNI – Hobart, Indiana April, 2001 – January, 2005

Desktop/Network Analyst

Troubleshoot end user PC, printer, hardware and software issues.

Assisted in migration of users from a Novell environment to Windows 2000 AD Environment.

Build, setup and troubleshoot servers (Win2k and Win2k3).

Setup and install all hardware and software on new PC’s and Servers.

PDA/Handheld setup and support for executive level administrators and management.

PDA Synchronization with Microsoft Outlook using Palm HotSync.

Internal/External liaison; created/revised installation standards.

Troubleshoot network connectivity issues across LAN and WAN (duplex mismatch, speed, line issues, improper addressing).

Resolve issues submitted through GWI Helpdesk work order system.

Configure/install networking hardware; HP Switches, Remote Access Servers, generic hubs, and cabling.

Create Active Directory OU’s, groups, users and reset passwords, as well as, assign specific rights.

Research, test and implement new technologies; wireless connectivity, hub replacement, laptop security.

Technical Skills

Enterprise Support

Software usability and deployment testing.

Advanced PC/Mac hardware and software setup and troubleshooting.

Windows XP/ 7/10, 2012, Linux

Microsoft AD User Admin, GPO Administration, Novell Netware, LDAP, DNS, DHCP

ServiceNow Knowledge Management Suite

ServiceNow Ticketing system

Mobility Support (MobileIron MDM, Android, iPhone, Blackberry, and Windows Mobile)

Enterprise imaging software (Acronis True Image, Symantec Ghost, Novell)

Messaging Applications (Lotus Sametime, MSN Messenger, AOL IM, Yahoo, Pidgin, Adium, etc.)

Enterprise Antivirus Deployment (Symantec Antivirus Corporate Edition)

Microsoft Exchange 2k/2k3 (basic support & admin), Microsoft Outlook 2k3, 2016, Lotus Notes 7.01/7.02, 9+

Application Packaging and Deployment (Zenworks / AdminStudio / Wise Studio)

Malware/Spyware Remidiation/Removal

Education / Certifications / Seminars

Calumet College of St. Joseph

Bachelor of Science in Computer Information Systems – GPA: 3.75 – June 2000

ITIL Foundations - 2006

MCDST – Microsoft Certified Desktop Support Technician (MCDST) – October 2007

MCP – Microsoft Windows XP: Administration and installation – March 2007

BES 5.0 Administration - Research In Motion – Feb 2010

Time Management – AMA – March 2010

Apple – 10.5 System Essentials Training – Feb 2010

Apple – 10.4 System Essentials Training – May 2007

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