GREG ZHURAVEL

* ******* ***** ************, ** **136 Phone: 410-***-**** ac4hoc@r.postjobfree.com

EXPERIENCED DESKTOP SUPPORT / SYSTEMS ADMINISTRATOR

Offering 16+ years’ in IT experience with specific expertise in:

PC/Server LAN/WAN hardware and software support for end users. Self-starter and quick learner with excellent customer service skills. Innovative professional with proven ability to identify, analyze and solve problems to increase customer satisfaction and meet strict deadlines.

IT SKILLS and COMPETENCIES

Research and Analysis

Monitor, troubleshoot and correct desktop issues for local/remote users

Microsoft Windows-Based Operating Systems: 9x,2000, XP, 7, 8, 10; Server 2003, 2008, 2012

Domain/OS Migration

MS Office Suite 2000, 2003, 2007, 2010, 2013

Virus Protection Applications

Attention to Detail

Process Improvement

Project Management

Problem-solving and Decision-Making

Risk Analysis

Professionalism and Strong Work Ethic

Internal/External Relationship Building

Communication

Active Directory Administration

Installation, upgrading, and configuration of multiple systems and applications

Troubleshooting/ Repairing PC-based hardware, network and local printers

Enterprise Systems Installation, Configuration, & Upgrading

VPN Support

Ticketing systems management

A/V and video conferencing equipment: Installation, setup, configuration and maintenance

PROFESSIONAL EXPERIENCE

Johns Hopkins University Applied Physics Lab / Contract, Laurel MD 7/2017 – 2/2018

ITSD/IDS Help Desk - Multi-Factor Authentication project:

Provide one on one sessions with APL employees setting up HID Mini/Soft Tokens. Provide phone support, using Cisco IP Communicator or Cisco Jabber. Remote to the user’s system using “Bomgar” remote support. Creating tickets, using Service Now, unlock user’s accounts using AD or reset the Token PIN using VPN “Cisco AnyConnect”.

ITSD/IDS Field Services IT User Support Technician

Perform computer imaging utilizing “Altiris Express Deployment Console” and “Ghost image Explorer” including software & hardware validation, pre-delivery testing and user profile data migrations and backups using “CrashPlan PROe” (Enterprise End Point Backup). Installation, configuration and troubleshooting of the following software: Cisco AnyConnect VPN, Cisco Jabber, Symantec Endpoint Encryption, McAfee Endpoint Encryption, Entrust Entelligence Security suite, Bradford Persistent Agent. Provide onsite services for customers to include incident response, delivery and system set-up of new & repaired computers along with installation of additional hardware, software and peripherals. Work on primarily Microsoft Windows and Macintosh operating systems. Research, analyze, diagnose and resolve issues with customer systems including computer hardware & software, peripheral equipment, and networks using documented processes where available and best practices where not. Assist next level IT support staff as necessary.

Perform other duties as assigned: Help Desk phone support, support and maintenance of the desktops, laptops, IP phones, mobile phones, printers and peripherals on the corporate network. MAC support moves, additions, and changes of computer and phone related equipment, conference facility set-up, project work. Provide documentation as appropriate (e.g. process improvements, knowledge base articles.).

GLOBAL PAYMENTS INC, Owings Mills, MD 12/2004 – 03/2017

International Payments Processor, operating in 30 Countries, serving over 2.5 million merchants.

Client Server Specialist - PC/Network Tech 2

Supporting over 800 local and remote users in identifying/resolving their IT needs. Researching and resolving hardware, software, and network issues including password resets. Supporting all company hardware: desktops, laptops, local and network printers, mobile devices (iPhone, iPad, Android, etc.), A/V and video conferencing equipment. Installation, configuration and users accounts management for more than 40 applications.

Performing AD (Microsoft Windows Active Directory) administration in multiple domains environment: computers and user accounts creation, modification and termination. Email accounts, security and distribution groups management. Setting users access permissions on Files, Folders and Shares. Printer server support and configuration.

Desktop imaging and software deployment utilizing automated and manual processes, including user data migration: Microsoft Deployment Toolkit (MDT), Microsoft Service Center Configuration Manager 2012 (SCCM) function and support. Familiar with others imaging products, tools and processes for data backup & restore: Ghost, Acronis, Macrium Reflect and AOMEI.

Ticketing systems management: Remedy, Numara Track-It, e-Service Desk. Creating and maintain hardware and software inventory. Developing and maintain installation and configuration procedures.

Other systems installation, configuration and administration experience: LogMeIn, TeamViewer, Microsoft Lync, Skype for Business (Enterprise Communication and Remote Access Desktop software). IBM BigFix Security and Protection System, Trend Micro OfficeScan Agent (Antivirus software), VPN (Juniper Network Connect Client). AirWatch, Phone-Factor Authentication System, Tracker (Call Center application), Windows BitLocker and Symantec (encryption software), Avaya CMS, CTI, One-X (Call Center and phone management applications), FAX Server desktop client, Sybase for Cristal Reports. Google Apps Business G Suite.

Key Achievements:

Circle of Excellence Award, 2013

Customer Service Excellence Award, 2010

Circle of Excellence Award, 2007

CIO Awards

DEUTSCHE BANK ALEX BROWN/KEY SYSTEMS, Baltimore, MD 9/2000-9/2004

On-Site Computer Support Specialist

Provide on-site customer service to diagnose and resolve HW/SW, network connectivity problems. Setup and maintain PCs for new users, as well as installation and monitoring of local and network printers. Survey and coordinate moves to various departments. Perform basic administration on the Remedy tickets: MAC (Moves Adds and Changes)

EDUCATION and PROFESSIONAL CERTIFICATIONS

Advanced Course on Computer Networking

Microsoft Certified Professional (MCP) Certification

Comp TIA A+ Certification

DELL Desktop/Laptop Certified

IBM Laptop Certified

HP LJ (printers) Certified

Bachelor Degree of Gas, Heating and Ventilation - Kursk Polytechnic Institute, Russia

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