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Microsoft Office Help Desk

Saint Paul, Minnesota, United States
January 25, 2018

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**** ********* **., ******** ******, MN ***** 612-***-****

John R. Hyland


April 2016 – Present Archdiocese of St. Paul and Minneapolis St. Paul, MN

I.T. Analyst

* SCCM Administrator

* Microsoft Exchange administration

* AVG Anti-Virus suite administrator

* Printer administrator

* Microsoft CRM administration

* General desktop support and help desk assistance.

* Manage Engine Desktop Central administrator

February 2016 – March 2016 Entellus Medical St. Louis Park, MN

I.T. Analyst

* Supported Windows and Apple workstations and Apple mobile devices

* Imaged and deployed Windows laptop and desktop PC’s.

June 2015 – November 2015 Meagher & Geer P.L.L.P. Minneapolis, MN

I.T. Analyst

* Supported and administered Microsoft VMWare and View desktops.

* Administered IManage/File Site/Interwoven document management software.

* Used ImageX to create and manage Windows images.

* Administered multiple Windows virtual servers.

* Some experience with Group Policy administration

* Sophos anti-virus

March 2001 – June 2015 Donaldson Company, Inc. Bloomington, MN

2nd Level System Engineer

* Utilized SCCM 2005 and 2012 for application deployment and workstation imaging.

* Microsoft Certified in Windows XP and Windows 7.

* I.T.I.L. 2011 certified

* 11 years of experience serving as team Lead, responsible for triaging and prioritizing trouble tickets, managing the incidents and ensuring that issues were addressed within SLA and SLO.

* Administered Windows servers using Windows Server 2003, 2008 and Windows Server 2012.

* Used INFOBLOX to administer TCP/IP, DHCP and DNS.

* Packaged applications using App-V for deployment with SCCM.

* 14+ years of experience troubleshooting network, Operating System, Hardware and application issues, including problems with registry and Windows installer/WMI issues.

* Utilized CA Unicenter and ServiceNow for problem documentation/tracking.

* McAfee anti-virus experience.

* Utilized Service Now to create performance metrics reports for multiple group performance evaluations.

* Created and maintained Knowledgebase articles in ServiceNow.

* Documented application installation procedures.

* 10+ years as printer administrator, supporting over 1000 printers nationwide.

* Did testing in Operations and Security fields for Sarbanes-Oxley (SOX) law audits.

* Experienced in I.T. procurement, hardware leasing, asset management, software licensing and

Mobility solutions.

July 2000 – March 2001 IBM/Best Buy Eden Prairie, MN

Level III Help desk Analyst

* Did troubleshooting and resolved issues dealing with cabling, servers, hubs, switches, routers,

Workstations and POS devices during store refreshes.

November 1999 – July 2000 Comdisco Minnetonka, MN

Help Desk Analyst

* Supported 300+ users

* Resolved issues dealing with Microsoft Office, VPN, Printing etc..

June 1977 – June 1996 U.S. Navy Worldwide


Apr 1998–Nov 1998 KRS Computer and business school MPLS, MN

Completed NT network administrator course:

Networking Essentials Windows 98 NT Core technologies

NT in the Enterprise TCP/IP Internet Information Server

Sep 2001 Benchmark Computer Learning MPLS, MN

WIN 2000 in a Netware environment

Dec 2002 Benchmark Computer Learning MPLS, MN

Netware 5

Dec 2003 Benchmark Computer Learning MPLS, MN

Windows XP Pro administration

Sep 2006 Benchmark Computer Learning MPLS, MN

Citrix Metaframe Orientation

June 2011 Benchmark Computer Learning MPLS, MN

Implementing and Administering Windows 7 in the Enterprise

March 2012 Carlson School of Business MPLS, MN

I.T.I.L 2011 Certification

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