Desktop Support Active Directory
Resume:
Dwayne A. Hawthorne
Royal Palm Beach, FL 33411
***********@*****.***
BRIEF SUMMARY
Over 15 years of combined Field/Desktop/Remote support and customer service. Specialized in troubleshooting Microsoft Windows (10/7/XP) and Apple/Mac OSX (Sierra/El Capitan/Yosemite) operating systems, Enterprise mobile device management (Airwatch/ GOOD/ BES), Both Systems and User administration via (Jamf Casper/ Active Directory/ Open Directory), Desktop/Workstation Management (Imaging/Configuration/Deployment) and a general knowledge of cross platform support.
EXPERIENCE
OXBRIDGE ACADEMY OF THE PALM BEACHES May 2016 – Sept 2017
(Signature Consultants)
West Palm Beach, Florida 33409
Systems Administrator/Desktop Engineer (Apple 80%/Microsoft 20%)
Responsible for ensuring reliability and maintenance of IT systems (JAMF Casper Suite, Microsoft Office 365, Active Directory). Established, implemented and maintained a campus wide standard for a common Apple laptop configuration and imaging utilizing Casper and JSS. Prepared administrative documents, including reports, spreadsheets, correspondence and user documentation. Performed hardware maintenance, reconfiguration of equipment and deployment/installation of software resources. Maintenance of DEP and VPP programs. Assisted in directing the evaluation and acquisition of software used on Windows/Apple computers in both administrative and academic settings. Ensured that systems implementation policies and procedures adhere to institutional values, enabling administrators, faculty and staff to perform their assigned functions.
Systems/User Administration (Jamf Casper Pro/Active Directory)
Desktop Support (Lvl 2 – 3)
Exchange Administration (Office 365)
Asset Management/Ticketing (SolarWinds)
Policy Administration (Jamf Software Server)
Image Creation/ Deployment (Jamf Casper Admin)
DYCOM INDUSTRIES Feb 2016 - May 2016 (End Of Project)
Palm Beach Gardens, Florida 33418
IT Desktop Engineer
Provided Tier 3 desktop support corporate wide and across over 52 subsidiary companies for all enterprise productivity software applications and mobility devices. Created and maintained all best practices for desktop management including: patch management, software procurement, software deployment, inventory management, compliance reporting, license auditing, image creation & deployment and device naming standards via SCCM. Managed over 7500 mobile devices and 8500 workstation environments. Performed cost and quality review on existing workstation vendors as well as other vendors in the marketplace.
EMM/MDM Administration (VMWare Airwatch)
Desktop Support (C-Level)
Systems Management (SCCM 2012)
Vendor Management (HP, Verizon, Adobe)
Collaboration Application Administration/Support (Google Apps/G Suite)
Subject Matter Expert (Apple/Mac Integration)
RYBOVICH BOAT COMPANY Dec 2014 – Feb 2016
West Palm Beach, Florida 33401
IT Infrastructure Support (Service Desk Administrator)
Responsible for reviewing service desk ticket queues, documenting support, diagnostic activities, and escalating problems as required. Monitoring of client communication, notification, and follow-up throughout ticketing process. Provided up to 3rd level end-user support for COTS applications, in-house software and PC hardware of Marina, DryDock, Crew lounge and Manufacturing shops. Engineered and created SOP for MDM solution. Documented and created reporting scripts to monitor lifecycle and usage of mobile hardware. Monitoring health of servers, system up time and network hardware throughout all facilities.
Tier 2-3 Desktop Support (C-Level))
Exchange Administration (Office 365/ Exchange 2012)
Service Request/ Asset Management/ Software Licensing (BMC Systems Track-IT)
Application Support (CITRIX)
User Administration (Active Directory)
Network Monitoring (WhatsUp Gold)
Collaboration and document management (SharePoint)
HOSPITAL CORPORATION OF AMERICA Jan 2014 – Jul 2014 (End of Project)
(Insight Global)
Brentwood, Tennessee 37027
Field Desktop Support (90% National Travel)
Provided traveling on-site desktop support for PC hardware and medical software applications throughout North America to various large hospitals and associated medical practices. Responsibilities also included upgrading outdated hardware, arranging procurement, training local IS staff on new technologies and evaluation of current systems
Windows Hardware Image Configuration/Deployment (MDT & PXE)
Medical Application Support (Meditech & ECW)
OS Migration (Windows XP to 7)
User Support and Training
COMMUNITY HEALTH SYSTEMS Aug 2013 – Dec 2013 (End of Project)
(Insight Global)
West Palm Beach, Florida 33416
Field Systems Engineer (100% National Travel)
Deployed, upgraded, and implemented PC hardware and medical software applications throughout the continental US to emergency medical facilities located in rural and small communities. Responsibilities also included upgrading outdated hardware, arranging procurement, training local IS staff on new technologies and evaluation of current systems.
Windows Hardware Image Configuration/Deployment (MDT/PXE)
Clinical application support (Athena, MedHost, EMar, and ProMed)
OS Migration (Windows XP to 7)
User Account Administration (Active Directory)
User Support and Training
S. FLORIDA WATER MANAGEMENT DISTRICT April 2013 – Aug 2013 (End of Project)
(Fox Staffing)
West Palm Beach, Florida 33406
Desktop Support/Enterprise Mobility Analyst (50% Regional Travel)
Provided technical and operational support for the Desktop and Mobile Technology IT group, including testing, setup, registration of IS equipment such as smartphones & tablets, asset management, creating and updating documents and presentations, and creating/posting documentation to IS website and shared information repositories.
MDM/EMM Administration (Airwatch/GOOD for Enterprise/BES)
Asset Management (LANDesk ALM)
Job scheduling and batch management
End User Support
On Call Support
DAWN FOODS Oct 2011 – April 2013 (End of Project)
(Halo Group)
Jackson, Michigan 49201
IT Support Analyst
Responsible for advanced hardware/software troubleshooting and support on various OS platforms (Win 7/Win XP/OS X/VmWare). Used login scripts and Active Directory Group Policy to manage user environment. Creation and maintenance of documentation in relation to the installation, configuration and maintenance of laptops, workstations and related systems. Developed and maintained positive relationships with varied business practice units.
Tier 2 – 3 Desktop Support (C- Level)
MDM Administration (Airwatch)
User Administration (Active Directory)
Dell Hardware Image Configuration/ Deployment (MDT)
Application Support (ICA CITRIX)
Systems Management (SCCM 2012)
GM POWERTRAIN Jul 2011 – Oct 2011 (End of Project)
(Fox Staffing)
Pontiac, Michigan 48340
Global Desktop Support Analyst
Day to day maintenance of Plant floor workstations and production facility cells. Client-side troubleshooting and break/fix of all applications (200+) on Windows 7 clients. Hardware installation, repair and replacement. Build and deployment of R&D cells and individual workstations for special teams. Implementation and maintenance of workstation anti-virus, malware protection and encryption technologies’ Created workflows and process documentation development for distribution within global research facilities.
Desktop Support Lvl 2
User Administration/Group Policy Management (Active Directory)
Network installation (Juniper Wireless Access Points)
Application support (CITRIX)
ServiceNow (Ticketing System)
ROCK SALT USA Oct 2006 – Mar 2014 (Part-Time)
Livonia, Michigan 48152
Remote IT Support Administrator (Apple 80%/Windows 20%)
Responsible for the remote configuration and operational management of desktops, mobile devices and desktop applications in a small office environment. Provided remote support for office applications and mobile devices. 24-7 On-call support for hardware and network solutions. Created Standard Operating Procedures and training materials for level 1 and deskside support team.
Remote desktop support Lvl 2
Systems Administration (Jamf Casper)
User Administration (Active Directory)
MDM Management
VARIOUS PRINT PUBLICATIONS Feb 2001 ~ Present
Freelance Writer
Related Degrees/Certifications:
Comp TIA A+/N+ certifications June 2000
Microsoft Certified Desktop Technician (MCDST) August 2005
ITIL V3 Foundation Certification March 2008
Apple Integration Specialist December 2011
Jamf Casper Certified Technician (CCT) March 2014
VMware AirWatch Associate Accreditation April 2016
RELATED SKILLS: Excellent organizational, customer relations and communication skills (oral and written). Ability to work in a team environment as well as function independently, experience communicating technical concepts and information to novice users, HP and Dell Certified, Extensive knowledge of IP based products and services, Experience with high end color printers (Xerox, Ricoh, HP), specialized skill and knowledge in areas of current Windows operating systems (7, XP, 2000, NT and 2003/2008 server) network protocols and topologies, Microsoft Office and Outlook (through O365), Mid-level Unix Administration, Macintosh O.S. 9 thru current, Adobe Creative Cloud, Final Cut Pro, Afaria, Lotus Office/Notes, Extensive knowledge of LANs and TCP/IP and Apple Open Directory, Experience with imaging and backup tools (Norton Ghost, Acronis, Veritas), Working knowledge of remote connectivity software (RDP, Citrix and Cisco VPN), Dameware remote, JollysFast VNC, LanDesk Management Suite, MacLibre, Magic, and HP OpenView
OTHER AREAS OF INTEREST: Fictional literature, Music, SEO Design
References and unabridged work history available upon request
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