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Engineer Technical Support

Euclid, Ohio, United States
January 30, 2018

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Robert E. Lee ***** Forestview Avenue Euclid, Ohio 44132

Cell# (216-***-****) Email


I have a diversified background in Information Systems with a wealth of experience: Expertise includes Full Cycle Project Management, Network management, Systems Administration Active Directory implementation, deployment and maintenance, E-mail Messaging and Voip systems. Systems requirements planning, hands-on computer PC Development, Break-Fix and analysis of existing systems for operational improvement, Helpdesk/Desktop technical Support problem solving, Cisco systems integration user training effective communications and presentation.

BlackBelt Help Desk Agent at Campus Consortium 12/17 – Present DUTIES: To provide enterprise wide Black Board help desk and remote technical support for multiple college and university staff, faculty and students nationwide

Contract Field Service Engineer for SmartSource Technical Solutions 10/17-12-17

DUTIES: PNC Bank Deployment Refresh of BackOffice Hardware for Branch Offices. And for Diebold ATM software upgrade push

Senior IT Deskside Support Technician at HCL Technologies - 12/16-10/17

DUTIES: Provide(Remote) Windows Administration hardware/software/network problem diagnosis support/resolution to end users located onsite. LanDesk mgt. Assists users with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines. For Cox Communications

Senior Desk Side Engineer, Stefanini Inc 03/16- 11/16 Duties and Responsibilities: include Providing PC, Laptops and peripherals. As well of Desk side, help desk and Remote technical SW\HW (Remote) Windows Administration support. Troubleshooting skills that includes hardware, software, and other break/fix issues which might include printing, networking, file shares, etc. • Printer support can include barcode printers, various types of scanners (mainly HP and Sharp). • resolve Windows XP and Windows7 Operating System Issues and Errors • Network troubleshooting skills and knowledge (mainly Cisco) • Proficient in the latest Microsoft Office Applications • Understanding of Symantec Virus Scan software • Remedy (Software experience • LanDesk mgt. Customer infrastructure support (wiring and connectivity) • Proficient in Microsoft Active Directory • Sarbanes Oxley Policies • and Processes • Maintain and abide with compliance activities (these activities are driven from a central compliance group). • Experience with Computer asset tracking and lease management • Experience with user ID creation • Ability to communicate technical information to non-technical audiences • Strong sense of customer service • Good organizational skills • Excellent Verbal and Written Communication Skills • sift through technical issues and know what to do next and/or when to escalate for help • to multi-task • Team-oriented / team player / to share ideas as well as listen to ideas • Working knowledge of Cisco devices/networking • support and administration of telephones (PBX system and/or VoIP system). • perform labor-related duties of connecting computer equipment • and other duties as requested.

CAMPUS TECHNICIAN: HCL DUTIES: Provide hardware/software/network problem diagnosis support/resolution to end users located onsite. Assists users with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines. (Remote) Windows Administration for University of Phoenix. 02/15 03/16

LEVEL 1 REFRESH ENGINNER: HumanCapital Staffing DUTIES: refresh upgrade migration of PC, Laptops for Alcoa 07/14 12/15 WIN7 DEPLOYMENT ENGINEER: Pomeroy IT Solutions DUTIES: Deployment of Win7 for Cleveland Clinic sites 05/14 07/14 LEVEL II DESKTOP ENGINEER: Zurich Insurance. DUTIES: Win7 upgrade Lotus, and applications, desktop support 01/14 03/14 DESKTOP SUPPORT SPECIALIST: American Greetings. DUTIES: Onsite desktop support of XP, Win7 and Mac 10/13 01/14 FIELD LEAD TECH: SmartSource, Inc. DUTIES: Branch refresh of PC, Server and Switch for Huntington bank 05/13 10/13 FIELD XEROX IMPLEMENTATION TECH: DUTIES: Advantage Technical Resources DUTIES: Huntington Bank MFD 06/13 09/13 FIELD SERVICE TECH: CompuCom. DUTIES: XP migration Win 7 deployment for CIGNA. 05/13 06/13

FIELD SERVICE TECH: DUTIES: Go2IT: Hotel of PC, Server and Switch for Hilton Hotels 04/13 05/13

LEAD SERVER ENGINEER: Upris Corp. Cleveland, OH 44120 10/06 – 03/13

DUTIES: Responsible for System Architect and administration of Windows 2003-2008 Active Directory, Terminal Server Thin Client, ISA, IIS production web servers, SQL, BIZ Talk, PHP live and agent server builds, configuration of tape backup, Sans storage devices and switches Asterisk Voip. Support of XP, Vista, Windows 7, Office Suites 2003-2010, Linux and Mac operating systems Implementation of SCCM, LANDesk Management Suite & LANDesk Security 9.0 Remedy.

TEAM LEAD IT OPERATIONS: - Word Church IT Ministry, Warrensville Hts. OH 07/05 –09/11

DUTIES: Team lead of daily operations of 2003 Server w/AD environment along with Citrix and Terminal Server Thin Client, Microsoft Virtual Server and VMWARE ESX server environment. Support network infrastructure, project lead implementing and managing Exchange Server 2003, lead the daily operations of hw/sw support for servers, deskside support of MS/Linux laptop and desktop computers, and Macbook OS 10 and Macpro’s Snow Leopard . SCCM, ensure software license compliance, and build images. Install and configure and assist administering Voip phone system, Cisco Pix firewall and switches, helpdesk Manager of staff of twenty. Cable pulling, Drop installation and punch down blocks. As well as Internet, intranet and extranet administration and end-user training and LANDesk documentation of network and helpdesk

CONTRACT PC INSTALLATION ENGINEER: John Carroll University, University Hts. OH 07/11 – 10/11 & 04/12 – 09/12

DUTIES: Migration and deployment of Windows 7, Office2010 upgrade and installations and email conversion engineer & Helpdesk


DUTIES: Implementation & upgrading PC from XP to Window 7 desktop support for N.E. Ohio Manpower Offices


DUTIES: Responsible PNC Bank Refresh Project - Lead Technician of PNC branch offices. Replacing of teller machines, PC desktops, cisco switches and MFD.

CONTRACT PC INSTALLATION ENGINEER: John Carroll University, University Hts. OH 06/11 – 10/11

DUTIES: Migration and deployment of Windows 7, Office2010 upgrade and installations of 250+ PC’s to MS Network.

HP LEAD TECH: Advantage Technical Resources. 04/11 – 06/11

DUTIES: Responsible for deployment of Dual-Monitor in Smith Barney Stanley Morgan Offices in N.E Ohio Offices.

ESC TECHNICAL ANALYST: Perceptis Cleveland, OH 44133 08/10 – 10/10

DUTIES: To provide enterprise wide Black Board help desk and remote technical support for multiple college and university staff, faculty and students nationwide.

TECHNICAL SUPPORT ENGINEER: TSG Broadview, / OH 03/08 – 02/10

DUTIES: Responsible for technical support for over 100 clients with various network platforms including Microsoft, Citrix and Novel Routers and switches. Macbook OS10 Support consisted of helpdesk, SCCM, remote and field when required.


DUTIES: Responsible for the implementation and installation of wireless VPN and implementation of Active Directory.

IT CONSULTANT: ALG, INC. Solon, Ohio 44139 01/08 – 03/08

DUTIES: Provided technical IT support to multiple clients. Project Mgt. Server Builds, Email, Remotely, SCCM, Helpdesk and

on site Desktop XP, Vista, Linux and Macbook OS10 operating systems.

FIELD ENGINEER: Manpower Professional, 07/07 – 09/07

DUTIES: Responsibility for the upgrade of Circuit City IBM POS systems nationwide Install, configure and support new server hardware and software infrastructure. Ensure that hardware and software systems are maintained Allocate network resources Provide technical support to users with very different levels of IT knowledge and competence Ensure the most cost effective and efficient use of servers Suggest and provide IT solutions to business and management problems. Ensure that all IT equipment complies with industry standards Implement and monitor network security Train users and provide written guidelines and instructions Work closely with other departments to analyze requirements or solve problems. Plan and implement future IT developments Plan and implement network monitoring tools. Under taking a certain amount of project work complete appropriate paperwork as required for customer acceptance.

DESKTOP ENGINEER: SmartSource Inc. W. Chicago, IL 60185 01/07 – 03/07

CDW-Tremco Beachwood, Ohio DUTIES: Responsible for upgrading and the rolling out of PC,s by transferring DVD-RW drives from one PC to another, configuring scanners and printers through the USB port on Lenovo(IBM) desktops and laptops. Setup BIOS settings configured Biometrics on the T-60 laptops, SMS software installs. Setting up new local profiles to match the Netware user name and Citrix Terminal Server environment. Training end users on office2003 and configuration of Lotus Notes 6.5 and Sametime.

DESKTOP SUPPORT TECHNICIAN: - Technical Search Consultant, E.12th Cleveland, OH 08/05 – 10/05

Cleveland State University: DUTIES: Support XP and Windows 2000 laptop and desktop remotely with net meeting connect-it optimizes infrastructure performance by linking service workflows to automated event collection tools, with LANDesk, Tivoli Enterprise Console and Aprisma Spectrum, for proactive management and control. Install and configure Lotus Notes, McCafee. And Office 2003 end user training of applications.

HP TEAM LEAD INSTALLATION ENGINEER: - Computer Merchant Ltd, Norwell, MA 02/05 – 08/05

Smith Barney OFFICES and Citizens Bank BRANCHES and UHHS IN NE OHIO: DUTIES: Configure and install rack servers, racks, Cisco routers, Pix firewalls and desktops for large rollout of XP migration and conversion of support for windows2003 and A/D, with responsibility of overview of project task as technical lead supervising up to twenty Installation Engineers also, Bloomberg Trade Order Management (TOMS) system a member of a team Enterprise printer strategy installation engineer and end user training of SMS upgraded software.

SERVER ENGINEER: - Mirifex Solutions, Strongsville, OH 07/04 – 12/04

DUTIES: Domain migration of NT 4 servers into Windows 2003 server Activity Directory domain. Including domain structure and trusts, plus delegation of permission to organization units, including firewalls SQL Server Terminal Server Thin Client, .

DESKTOP SUPPORT TECHNICIAN: - RHT E.9th Street. Cleveland, OH 04/04 – 05/04

Steris Corp, Mentor, OH DUTIES: Patched desktop Win2000 & XP w/ LANDesk technology.

PL/XP DESKTOP SUPPORT ENGINEER: - Black Diamond Networks, Lynn MA 12/03 – 03/04

TJX Companies, Inc: Westbourgh Ma. DUTIES: Started process of migrating 4000 laptop & desktop to XP in VPN preliminary research in a test environment. Install various applications on XP with Sybase SQL Server. And work with software vendors to resolve any compatibility/performance issues. Created update and maintain logs and documentation of tracking various setups and configurations. Plus Lotus 5& 6.5 Desktop support and call tracking using LANDesk Suite. Designing and creating Ghost imagines. SMS, DHCP, Remote. Terminal Server Thin Client, Manage a nationwide wireless ISP network.

CONTRACT SUPPORT ENGINEER: - RHT, 275 Promenade Street. Prov. RI 08/03 – 11/03

NEA: Server Engineer: DUTIES Rebuild/Restore Exchange2000 & Win2000 server w/AD clustering & Load Balancing using Arcserve & Veritas. IBIS Consulting: Helpdesk Tech Support Engineer: DUTIES: Support 100+SAN, Server Build & Design Win2000 w/AD Clustering & Load Balancing, SQL Servers, Citrix, PC, Cisco 6500 VPN. SBC Datacom: WANS Engineer DUTIES: Install and configured Cisco switches & routers 2851 and connected to nationwide IOS., TCPIP, subnets, routing, firewalls and switching. Providence College: Helpdesk Support Tech. Using Remedy DUTIES: connecting to Lan/Internet, & PC repair for over 3000 students & faculty.

CONTRACT XP ROLLOUT & CABLE INSTALL ENGINEER: - TekSystems. Framingham, Ma. 01/03 – 7/03

DUTIES: Member of NMCI team installing 1200 drops & Locked down at Newport RI. Naval Base.

Cox’s Communication & Northwestern Mutual: Responsible for the upgrade of HW/SW & firmware of Win95 operating systems on Dell Laptops and Desktops to XP with the use of Ghost Scripting, Linksys routers & Snap server for field offices in Mass & RI. Gentiva Health Services & Agro Foods. HP/Compaq upgraded to windows XP from Windows 95, 98, & 2000 as well as Outlook configuration and use of Zenworks for asset management.

EDUCATION: 1996 – Graduated Roger Williams University, Providence, RI. (Certified Netware Engineer)

1992 - Graduated Community College of RI. Warwick, RI. (Associates Degree Computer Engineering Technology)

1976 – Graduated Community College of RI. Warwick, RI. (Associates Degree Business Administration)

Contract-Consulting on and ongoing as needed bases in New England 1995 – 2004 Robert Half Technology, TekSystems, Black Diamond Networks. Computer Operator at Autote Systems 1992 – 1995 Systems Administrator at Recourse Communications 1983 – 1992

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