Desktop Support Manager

Mirsad Memovic

********@*****.*** Tel: 404-***-****

OBJECTIVE

To obtain an IT position that utilizes my knowledge and experience. MCSE, MCSA, MCP, A+, DSCE

Microsoft Windows Server 2003 / 2008 / 2012 R2

oActive Directory

oDomain Controller

oIIS, DNS, DHCP,LAN,WAN,FIREWALLS

oISA Server 2004,WINS,WSUS

oServer Maintenance

oNetwork Access Control, SSLVPN

oAerospace situation Desk

oNetwork Infrastructure planning and maintenance

oHP-Service Manager(Client-Ticketing System),

oWindows 7 Migration

oDomain Migration

oIT Service Management System (Client-Ticketing System)

oCisco Any Connect VPN

oSoftware Support

oSCCM

oVIP Support

oTier 2 and 3 help/desktop support

oIncident Management

oMcAfee encryption and recovery

oOS Windows XP,Vista,7,8,and Windows 10

oDell SonicWall-Network Security Appliance (SSL VPN)

oDisaster Recovery

oMission Critical Systems

EDUCATION:

Mechanical Engineering, Bachelor Degree

University of Sarajevo, Bosnia and Herzegovina

MCSE, MCSA, MCP, A+,DCSE and C# Microsoft School- Norcross,GA

Bachelor Degree in Computer Science expected September 2018

PROFESSIONAL EXPERIENCE

Technical

Maintain IT infrastructure in a classroom environment

Assisted in student training on a weekly basis

Assist instructor with technical support

Supported labs used for student training

Provided hardware support for classrooms

Provided training to new staff members

EMPLOYMENT HISTORY :

IT-Service Manager HP/AGCO Duluth, GA Aug 2015 – current (contract)

Keywords: Management and System Engineering

Mailbox Set-up and troubleshooting

Imaging and re-imaging Dell and HP Laptops and Desktops

Managing 15 IT-technician

Providing End User support services at a customer site.

Performing in-scope services at the end user desk.

Tasks performed are incident or service request driven standard.

Supported services include hardware break-fix repair, software

break-fix/remediation, Installation, Move, Add, Change and Disposal (IMAC-D) and Lifecycle Refresh on end user hardware and software, Executive Support, Hands and Eyes Support for remote Server and Network teams, and Hardware Depot Management.

Tapes rotation on weekly basis (storage)

Additional skills include:

• Working technical knowledge of standard (Window and iOS) operating systems and Commercial Off-the-Shelf (COTS) software to allow for resolution of software application issues or full rebuild of the PC (image, applications & client data) using client specific documentation provided by HP. Additionally includes resolution of issues with client specific applications using HP provided Knowledge articles.

• Customer facing soft skills

• Applying intermediate level of subject matter knowledge to solve a variety of common IT and business issues.

• Works on problems/projects of moderately complex scope.

• Exercising independent judgment within defined practices and procedures to determine appropriate action.

• Acting as an informed team member providing analysis of information and limited project direction input

Management responsibility includes:

First escalation point from 15 techs

Writing and updating KB on share point

Making sure SLA are meet in timely manner

Asset management

Ordering parts and dealing with vendors HP and Dell regarding warranty

Weekly meetings with Technician to discuss regarding any issue

Follow up with EU on any issue to make sure EU is capable to use asset

IT-Traveling Manager - SIEMENS (Headquarter in Erlangen GERMANY) May 2015-August 2015

Providing technical expertise to customers on site and remotely in US and Canada

Building and configuring customized workstation and servers sites for Siemens Employees locally and Statewide (Germany)

Setting up network both WLAN and WWLAN

Setting up and configuring VPN

Local, Network E-Printer setup and troubleshooting

SQL SERVER 2008 R2 installation, configuration, troubleshooting various problems that have arise in a day –to-day (Monitoring SQL Server Error Logs )

Monitoring and performance Tuning, Physical Server Level, Database level ( Database settings and option and query tuning-monitoring CPU usage I/O activity )

Created EU and assigned permission based on level of database access (security)

Disaster Recover for the databases-Failover Clustering, Database Mirroring, Log Shipping and Replication

Creating and configuring DB

Managing 40 traveling techs state vide in Germany

Robert Half Technology 04/20/2015-05/01/2015

Service Desk Manager

Built servers for Georgia Public School system including hardware and software.

Installed windows server 2008 on the aforementioned servers.

Installed and configured active directories.

Adding servers to SOG.local domain.

Adding computers and users to active directories.

Assigning user specific permissions.

Setting up mailboxes and novel.

Upgraded existing servers, through hardware and software updates.

Assigning the role of these servers, such as file servers, web servers, etc.

Knowledgeable in all PC hardware and software available in a Windows server based setting.

VERINT(Randstad) October – November 2014 (contract)

Desktop Support Manger

Performed domain migration from KANA to VERINT.

Moved computer/user accounts (local and remote) throughout OS upgrade on Windows Server 2008 using computer and user migration tools.

Experience setting up cisco VPN.

Helped users move mailboxes between domains.

General IT related maintenance of all services after migration.

In charge from 15 technician

TEAM LEAD /DESKTOP SUPPORT April-Sep 2014 (contract )

Performing Windows 7 Migration for State of Georgia that include refreshing OS

from Windows XP to Windows 7 Enterprise and Windows 7 professional.

Duties include: pre-deployment planning, backup, windows easy transfer and verifying

backup before running LiteTouch (script that will upgrade OS from XP to Windows7).

Also running post migration that include restoring files, re-installing local and network based

printers and scanners, Novell and set-up and configuration, adding computers to Domain and explaining users new OS and answering any question regarding deployment. I also use to migrate Group Wiese

to outlook using software GroupWiese migration tool and making sure that include Group Wiese Archive .I also use Disk Part to format partition in case that deployment has failed to run clean installation and restore files from .mig files.I also work on troubleshooting any software and hardware issues including set-up Microsoft outlook which include configuring Microsoft Exchange Server and

Joining computers to SOG.local domain.

In charge from 47 Dell Technician

HOME-BASED COMPUTER REPAIR BUSINESS 01/01/2007-Current

Repair Technician / Deskside Support Technician

Provide repair services for those who need it on windows platform computers.

Worked on a wide array of issues dealing with both software and hardware issues.

Have set up and performed diagnostics, repair and upgrade on customer local area networks.

Contracted with companies, such as EMB construction, on computer maintenance and

repair. Experience in System monitoring-NOC Support

GENERAL MAINTENANCE & SERVICES

BUILT SERVERS AND SETUP NETWORKS UP TO 50 USERS

INSTALLING ACTIVE DIRECTORIES FOR SMALL BUSINESSES

ASSIGNING USER SPECIFIC PERMISSIONS

ADDING/REMOVING USER ACCOUNTS

JOINING NEW SERVERS TO DOMAINS

MAINTAINING EXISTING SERVERS

PC CONSTRUCTION (PC BUILT FROM SCRATCH)

MOTHERBOARD REPLACEMENT

HARD DRIVE REPLACEMENT

POWER SUPPLY REPLACEMENT

VGA / VIDEO CARD UPGRADE

LAPTOP LCD REPLACEMENT

COMPUTER CASE UPGRADE

VIRUS & SPY WARE REMOVAL

ANTI-VIRUS PROTECTION

SOFTWARE OR HARDWARE INSTALLATION

INSTALL OR UPDATE OPERATING SYSTEMS

PASSWORD UNLOCK OR RECOVERY

MEMORY UPGRADE (FOR BETTER PERFORMANCE)

CLEAN SYSTEMS (FOR BETTER PERFORMANCE )

DATA RECOVERY

PRIVACY & SECURITY SETUP ( IF ON A SHARED COMPUTER NETWORK)

DATA & FILE BACKUP

DISK PARTITIONS

NETWORK SETUP (PRIVAT AND ENTERPRICE)

DATA TRANSFER

SYSTEM MIGRATION

INSTALLATION OF WINDOWS ON CUSTOMER SYSTEM

DEALING WITH BOTH CLIENT IN GERMANY AND USA VIA REMOTE ASSISTANCE

IT Support and Electronic Technician on Vista and Dimension 03/2009-10/2012

SIEMENS Healthcare of Atlanta

Duties / Responsibilities: Help Desk

Respond to Helpdesk tickets via e-mail, phone and hands-on

Meet and exceed established service levels for the Help Desk.

Perform hardware and software installation, configuration, imaging, maintenance, and upgrades of desktops, laptops, printers, scanners, copiers, etc.

Troubleshoot problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems.

Assisted users to resolve problems with equipment and working with third party providers as required.

Determine source and nature of computer malfunction using diagnostic and application software.

Provided user instruction & assistance with the use of desktop applications and systems.

Performed post-resolution follow-ups to computer end-user requests to ensure customer

Provided IT support such as configuring new workstations, and maintaining servers, switches and wireless routers for approximately 120 users.

Duties / Responsibilities: Electronic Technician

Duties include repair and testing of electronic parts such as:

oFlex-Shuttle

oHeterogeneous Module

oSoldering new parts on dimension modules

oTroubleshooting and testing refurbished parts

Familiar with SIEMENS flow of operation guidelines regarding DOA and ESD

Experience in System monitoring-NOC Support

IT-Support 01/2002-12/2010

Independent Java Programmers

Provided support for a medium size company of independent programmers.

Duties include infrastructure maintenance and desktop support to developers

Designed and setup a local area network supporting up to 200 workstations running on a range of operating systems(XP-Professional, Windows Vista,Windows 7,Microsoft Server 2003,switches, routers, connectivity issues, hardware, category 5 cabling, training for new incomes etc…

Belt Technician 01/2000 - 06/2002

Habasit Belting, 805 Satellite Boulevard, Suwanee, GA 30024

Worked on a variety of different production machines used for belt production.

Worked in positions dealing with all aspects of belt production and testing

In charge of a high level computer operating machine (Belt Line) responsible for final manufacturing

Inspection of about 250 different types of industrial grade belts

Left Habasit to further education

LANGUAGES:

German

English

Bosnian

Dell Certification:

Cert Name

Cert ID

DCSE Customer Induced Damage (English Spanish Portuguese) - Acknowledgement

(Cert ID: 3053)

DCSE Microsoft Windows 8 - English / Deutsch

(Cert ID : 3086)

DCSE XPS 9Q23 / 12

(Cert ID: 3089)

DCSE Latitude 10 Certification

(DCSE ID : 3102)

DCSE XPS 1810 / 18

(Cert ID: 3110)

DCSE Vostro 5560 Certification

(Cert ID : 3112)

DCSE Foundation 2013 Desktops

(Cert ID: 3114)

DCSE Foundation 2013 Alienware

(Cert ID: 3115)

DCSE Foundation 2013 Portables

(Cert ID: 3116)

DCSE Foundation 2013 Ruggedized

(Cert ID: 3117)

DCSE Alienware 14 R1

(Cert ID: 3120)

DCSE Alienware 17 R1

(Cert ID: 3121)

DCSE Alienware 18 R1

(Cert ID: 3123)

DCSE Latitude E7240 and E7440

(Cert ID: 3124)

DCSE-Dell Certified System Expert

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