Senior Desktop Support

SCOTT T. CUSACK

**** ****** ***** **** *****: 817-***-****

Bedford, TX 76022 Email: ***********@*****.***

SUMMARY

Seasoned IT Professional with wide experience in many technologies. I am very people oriented, have strong troubleshooting skills, and always keep a positive attitude to help me overcome challenges.

LinkedIn: https://www.linkedin.com/in/scott-cusack-800a3154

Software Experience:

PC Anywhere

Windows XP/7/8.1/10

Multiple VPN Clients

Various Client Imaging Tools

Multiple VoIP Tools

Citrix Metaframe – Client Side

Dameware Mini v12.0.3.1010

Leading Client Antivirus Tools

Many Ticketing Systems

Bitlocker/Encryption

Microsoft Office 365

Lotus Notes Suite

SharePoint

Dameware 11.xx

MS Exchange – Client Side

Remote Desktop Support

Goto Assist & Goto Meeting

Quickbooks 2014

Database Client Tools

Microsoft Office 20XX

LAPS Admin Console

Connected Backup PC

Jabra Support Tools

FireAMP Connector

Printer Logic Web

Skype Business 20XX

Application Catalog

Professional Experience:

Randstad Technologies

Desktop Support Technician 2017

Working with TTI in Fort Worth to assist them in a sizable relocation of campuses at end of year.

Assisted in moving and relocation of workstations and users in a fast-paced warehouse environment. The main systems are Dell Wyse Terminals as well as Dell workstations and laptops. Additional hardware consisting of Intermec, Zebra, assorted HP, and World Ease Printers. My duties include standard and advanced troubleshooting of all equipment and software, standard triage of tickets and assisting with projects as they arise.

This was to be a thirteen-week project, but the needs have extended the contract.

Kelly Services

Consultant – Windows 10 Migration 2017

Worked with Nissan North America to prepare them for Windows 10 Migration.

Assisted the Tier 2 EUC/Desktop Technicians in the daily duties including completing daily tickets in the ServiceNow Portal, performing moves, new user setups as well as basic Troubleshooting in Win7 Pro and Win10 Pro OS, as well as Office 2013, Citrix, SAP, McAfee AV Client, and USMT/SCCM Imaging tasks.

This was a short six-week assignment to assist in the Migration Process.

Consultis Information Technology

Executive Desktop Services Technician 2016

Offer support for all Executive Staff on site.

Provide support with the other Tier 2 Desktop Support Technicians

Field support for staff in the DFW Metroplex area.

Provide support for Windows 7 Enterprise, Citrix support, HP and Dell laptops and desktop systems, all mobile solutions, Audio Visual equipment, and various Printer products.

Manage second and executive level support of user base via Remedy ticketing system, Imaging and Deployment of all systems to end user,

Cisco Phone deployment and support,

Inventory maintenance for multiple sites,

Off-Site Field support including traveling to wide area for support and deployment, and various project duties including Office Moves to company acquisitions.

Perform in an extremely dynamic and fast paced environment that requires constant diligence and various levels of Professional IT Support.

Truebridge Resources

Field Desktop Services Technician 2015

Responsible for over 30 sites in the Dallas/Fort Worth metroplex for all support needs including Hardware, Software, and LAN/WAN connectivity in both a remote and direct support role.

Manage Systems including Dell Laptops and Desktops running Windows 7 Enterprise, as well as Dell Wyse Terminals running Citrix.

Work with various Dell and Cisco Routers and switches, as well as local and network Dell Printers and Konica Copiers.

Remote support for South and South Eastern Seaboard States.

Create and streamline procedures including New Hire Onboarding Process, from beginning to end and Site Outage Process from creation of ticket from Vendor to completion.

Assist in Streamlining Site Surveys, which included total inventory of all hardware on site as well as assessments of needs for upgrades per site.

Continue open dialogue with various Support Departments

Digital Recognition Network

Lead Desktop Services Technician 2014-2015

Lead Desktop/Helpdesk technician for user base of 75+ Users in house, and 25+ Users in the field.

On Call Support 24/7 for entire user base as well as various vendors/clients

Deployment of all Desktops and Laptops/Tablets in the Windows 8.1 Pro 64bit OS

Maintenance of all Desktops and Laptops/Tablets

Support for peripherals including smart phones, printers, tablets and all teleconferencing equipment on site and in the field

Support for all users VoIP handsets and softphones with the AllWorx phone system

Administration of users in the Office 365 platform including One Drive and CRM clients

Creation and maintenance of all users in AD in both Server 2013 and Office 365 platforms

Heavy support for all department heads and executive staff members

Provide First, Second, and Third level support for any and all IT related issues

Minimal support/maintenance for server systems.

Staffing Technologies

Desktop Services Technician 2014

Local Desktop Services Technician for GreenBriar Rail

Support for onsite user base, around Seventy Five local and Twenty Off-Site users.

Desktop/laptop maintenance, deployment, Software configuration, including desk side and phone support.

Support any and all handheld devices

Multimedia setup for Executive staff members.

Tools used: Cisco Unified Contact Center 9.0, Cisco Agent Desktop 9.0.2, MS Outlook 2007/2010, SCCM Client Center 2.0.4.0, MS System Center Config Manager 5.0.7804 for Remote Support, AD v6.1.7601 for adding/removing system OU’s as well as minor Config of User Accounts, Sharepoint 2010 for various System Applications, Citrix Online Plug-in 12.1.0 as well as Citrix Metaframe, Cisco Jabber v9.2.6, Jira v6.1.4 for Ticketing System.

Disys, Inc.

Migration Team Lead 2012 – 2013

Team Lead for major Migration Project for Alcon.

Manage all aspects of 4500 user migrations from Win XP to Win 7

Manage a staff of eight to twelve Technicians in various duties including support for the users in a face to face as well as Helpdesk environment.

Oversee the creation of all system and user records for post migration processes.

Implementation and training of Cisco VPN

Work closely with the R&D Technicians, Logistic Team Members, as well as the Planning and Preparation staff to ensure all these aspects runs smoothly.

Create documentation for hardware/software/user profile issues

In charge of daily access to AD Servers to change user passwords as well as checking if user was in correct standing.

Work with Network Administrators to ensure user credentials were correct and up to date.

Support Encryption as well as Virtual sessions, each system needed to be tested for both processes before completion.

Constant interface with client Administrators to ensure all front end aspects ran smoothly.

Creation of boot drives, correct images for system & users, as well as reporting, and following through

Virbac Corporation, Fort Worth, Texas

Corporate Desktop Services Technician 2004 - 2012

Solely responsible for all Helpdesk and Desktop Services for in house as well as remote users. Handling configuration, deployment, training, and maintenance for all Enterprise Desktop and Laptop systems. In charge of Enterprise printing solutions, peripherals, purchasing decisions, testing, configuration, and deployment. Extensive experience in Windows 9.x/NT/2K/XP, APPX Database package Client Side, Oracle Client Side, Lotus Notes R5, R6, & R8 Conversion including remote replication configurations, AT&T Connectivity packages, MS Office all versions and modules, McAfee ASAP &Trend Micro Conversion client, and various Banking software packages. Point of contact for servers, Enterprise Telephony, Security Services, and Migration Projects. In charge of all system imaging using Symantec Ghost.

Key Projects:

Project Lead for Windows XP Migration from 9.x Clients

Team Lead for Oracle Conversion

Project Lead for Remote User Rollout of Dell Systems, Configuration, and Training

Project Assistance for In House Workshop User Training

Project Assistance for MS NT Server Conversion to 2003 Server

Conversion from Avaya to VOIP Cisco Phone Systems

D.R. Horton, Arlington, Texas

Corporate Desktop Services Technical Lead Level III 1999 - 2003

Supervisor over Corporate Desktop Services, Helpdesk, Hardware, Software Testing and Imaging. Maintenance of Accuprint Checkwritting, Lotus Notes Suite’s/ Database Maintenance and Remedy Call Tracking. Administration and maintenance of NT Client, Novel Client, LANDesk, OU and GPO, IBM AS400, Active Directory and Remote Administrator. Assisted Administrators with ensuring GPO status of users that were to be deployed new assets.

Key Projects:

Project Manager for Windows XP Migration from 9.x Clients

Project Manager for Divisional Rollout of Dell Systems and XP Conversion

Project Assistant for Novel Conversion to NT Server and Client Side

Project Assistant for IP Conversion Schema

Offsite Travel for Maintenance/Administration/System Upgrades, Office Moves and Relocations

Creating System Imaging Sysprep and Ghosting of Systems

Project Manager for XP Migration from 9.x Clients

Certifications:

Windows XP Certified/ MCP

Micros A+ Certification OEM AST Computers

Helpdesk Institute Certification

Education:

SEGUIN HIGH SCHOOL, Seguin, Texas - Graduated in May 1987

Northlake Community College, Irving, TX – Certificate of Electrical Trade toward Journeyman’s License

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