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Technical Support Engineer

Ridgewood, New York, United States
February 03, 2018

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Donnald Phipps

*** ******** **, ********, ** ****7 929-***-**** Mobile; Email:


Managerial and supervisory background with excellent interpersonal communicational skills.

Excellent analytical and problem solving skills.

Strong knowledge of Windows operating systems.


Office Automation Technology Integrator Cloaked Systems;

Senior Desktop / LAN IT Technician March 2013 – November 11/2017

Design and implemented Smart Homes and Automated Offices technology.

Responsible for end to end management and execution of projects with accountability

for their success.

Ensured all project deliverables and requirements are met.

Create images for various models of IBM/Dell/HP laptops and desktops for network and remote users.

Maintained any changes to PC and equipment images required.

Utilized Remedy ticketing systems to create and keep track of break fix incidents.

Familiar with Remote Control Tools for remote Desktop and Server maintenance and service.

Responsible for the maintenance, support and troubleshooting of various models of HP home and business printers.

Responsible for stress testing, implementation and rollout of new hardware and software.

Managed the testing and integration of IT equipment.

Troubleshooting network related issues, such as no connectivity, slow network response.

Provided Third level Help Desk support.

Created training sessions and training materials on the latest technology that will be implemented.

Lead project meetings, providing status reports, executed project communication plans, proactively

managed issues a cross-functional team to successful deliver project objectives.

Managed the executive support team for our VIP customers by creating protocols sensitive to

the needs of our Executive customers.

Ran Cat5E, Cat6 cables from switch to data hatch for servers, desktops, printers and ensured connectivity.

Organized and managed the support of all IT related equipment such as PC’s,

laptops, cell phones, printers, and tablets.

Responsible for provisioning applications, infrastructure and incident triage and resolution

Managed the roll out of the following technologies:

Data / Voice, Computers, Laptops, Tablets, networks, Distributed Audio/Video systems,

Alarms, CCTV, Lighting controls, Theatre rooms design and implementation,,

programming and service, Audio/Video intercom systems.

LAN / Desktop Support Specialist Dreyfus Service Corp., Uniondale NY November 1998-March 2013

Provided third level technical support.

Organized twice per year Disaster Recovery testing on site and on remote locations.

Test, implement and troubleshoot VPN technology for remote users including anti-virus and personal firewall software.

Setup and provided support to Bloomberg financial systems.

Utilized Altiris software distribution for software deployment.

Create images for various models of IBM/Dell/Toshiba/Compaq laptops and desktops for network and remote functions.

Create and manage user accounts in Windows 7 XP\2000\NT domain environment.

Responsible for planning and implementing various off-site client software and hardware upgrades and training seminars.

Supervised, directed and developed level I and II technicians

Helped train new employees and performed regular training sessions on vendor products.

Provided desktop and phone support to over 2000 users within the New York area,

and 500 plus remote users through out the United States.

Assisted with the cabling, configuration and infrastructure design of the LAN.

Trained employees, executed assignments and respond to service requests in timely manner.

Diagnosed and resolved problems with hardware, applications, and operating systems.

Performed software and hardware installation, upgrades, testing and rollouts.

Created new user accounts, unlocked login accounts, granted user access to various servers and directories and modified login scrips as needed.

Troubleshooting network related issues such as no connectivity, and IP conflicts.

Served as Lead Engineer on various projects.

Responsible for stress testing, implementation and rollout of new software.

Installed, configured and tested various network peripherals as well as stand alone equipment

for satellite offices and remote use.

Responsible for the maintenance, support and troubleshooting of various models of HP and Xerox printers.

Experienced with Blackberry / Android configuration.

Citrix setup and configuration.

System Control Analyst – Technology Dreyfus Service Corp., Uniondale NY April 1997 –November 1998

Managed and executed the 3375 to 3380 DASD migration.

Maintenance of MVS, TSO, SPF, Job accounting/scheduling, tape management, Omegamon,

Job streaming, Proc’s, and CLISTs.

Maintained and scheduled Sun/Unix production schedules which includes daily, weekly

and monthly Integrity jobs and reports.

In depth use of CA-7 which involved JCL setups, Network scheduling, and calendar creation.

Production Analyst, Salomon Brothers; 7 World Trade Center, New York, N.Y. 10004 September 1998 – May 1997

Responsible for the evaluation of systems requirements.

Provided technical support for the operations communications switch, CICS transaction

processing, and peripheral data processing equipment on site.

Responsible for the daily development of JCL scripts, production troubleshooting, software

support, and assist in the training of other operators.

Member of the MIS technical support team, with level 2 change control approval privileges.

Responsible for maintaining production batch and online environment.

Hardware: Access control, Audio / Video intercoms, Alarm systems, CCTV – Surveillance systems,

Audio and Video systems, TV installations, Intel Pentium and IBM compatible devices, Ethernet Networks,

Computers, Laptops, System boards, memory configuration, PC/Server intervals, Ethernet NICs,

Multimedia peripherals, IBM 3090/308X. Seimens 2090, Xerox 4050, HP / Cannon printers.

Software and Operating Systems

Windows 10, 7, XP, 2000, NT 4.0, 3.5, 98, 95, 3.1 and Dos operating systems, Ghost imaging software, Citrix,

Active Directory, Netware 5, 4.x and Intra Netware, SQL Server, SNA Server, Protocols (TCP/IP, NetBEUI,

NetBIOS, IPX), DNS, DHCP, WINS, RAS, Microsoft Office Products, Microsoft Exchange configuration,


Computer Education Services, 109 West 27th, New York, N.Y. 10001 May 2010 to October 2010 Course: ITS Project Life Management.

New York State Licensed: Authorized to engaged in the business of Installing, Servicing April 21, 2008

and Maintaining Security or Fire Alarm Systems

Russound 5 Forbes Road New market, NH 03857

Course: Russound Technical “Wired up” Training Certified / January 2000

HAI 182-03 Horace Harding Expwy Fresh Meadows NY 11365

Course: Automation Simplified Certified / February 2007

NEC 4 Forest Parkway Shelton, CT 06484

Course: DSX Technical Training Certified / February 2007

Pelco 10 Corporate Dr, Orangeburg, NY 10962

Course: Pelco DVR Solutions. Certified / June 2007

Course: Navigating the World of Video Security Systems Certified / July 2007

Course: Troubleshooting: World of Video Security Systems Certified / July 2007

Micropower Computer Systems; 85 Willis ave, Mineola, N.Y. 11556

Course: (Cedia) Home Technology Integration November 2005 - March 2006 Course: (HTI+) Office / Home Technology Integration.

Computer Education Services, 109 West 27th, New York, N.Y. 10001 September 1997 – June 1998

Course: (MCSE) Microsoft Certified Systems Engineer.

Course: (CNE) Certified Novel Engineer.

Languages: I can read, write and speak Spanish fluently.

References: Available upon request.

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