Systems Analyst / Sr. Help Desk
Resume:
John W. Daly Jr.
Collingswood, NJ 08108
Cell Phone: 609-***-****
E-mail: ****.****@*******.***
Summary of General Skills:
I am an expert Tier 1/2/3 Help Desk/support professional, Trainer and Systems Engineer/Project Manager with the management experience and skills to contribute to the IT or the Help Desk/training and education department of any small, medium or large business or firm.
Summary of Technical Skills:
Software:
Personal Productivity: Expert in personal productivity suites and programs, including those in the Microsoft family of products
Systems Engineering: MS Exchange through 365; Server and client configuration and administration, both for Macintosh and PC; remote access and security systems.
Development Tools: HTML and web-page design applications; database communications and client-server configuration (SQL, ODBC, SNA); Visual Basic, VBA and scripting; Max/MSP Digital Signal Processing software; Maple 10-13 Mathematical and Modeling software
Administrative: Project planning software including MS Project; Microsoft SCCM 2012; various accounting, CRM and business process automation packages; HEAT, Track-IT, ServiceNOW and other help desk tracking software; Altiris deployment suite; Adobe CC client administration
Litigation Support: Introspect; Concordance; Summation; LiveNote; Informatik image and document utilities; OmniPage
Miscellaneous: EPIC Medical Records system, HP POS system, Waveform analysis, audio engineering and editing, sequencing and sound synthesis software; wireless and wired network security applications.
Operating Systems: Windows XP, 7, 8.1, 10, MacOS, Android, IOS, VMWare
Network OS: Windows servers through Windows 20xx; VMWare virtualization software
Protocols: TCP/IP, DNS, DHCP, WINS; DFS, NFS; Active Directory, Fiber, RF, microwave, laser, cable
Machines: IBM/compatible PC (Compaq, HP and Dell servers and workstations, Lenovo laptops and workstations, various other brands and generic PC workstations); Macintosh (desktops, laptops, tablets); routers, switches and hubs; firewall and proxy server configuration and maintenance; iPads, Android and MS Surface tablets, VOIP
Employment Experience:
Desktop/Network Support Analyst
Contemporary Staffing Solutions – April 2018 – Present
City of Philadelphia Dept. of Public Health
Configure Microsoft Surface Pros and Desktops
Resolve data communications issues
Assist in EMR training
Troubleshoot and resolve any other issues as needed
FirstPro Inc – June 2017- April 2018
Children’s Hospital of Philadelphia - IS Support Analyst III – January 2018-April 2018
Adds, moves and changes for hospital clinical and administrative staff
Imaged desktops and laptops before deployment
Manage moves changes, new construction deployments
Decommission machines where required
Document procedures
Subaru of America - Help Desk Level 2 Analyst – June 2017 – November 2017
Provide direct user support nationally, both remotely and desk-side
Build and deploy workstations
Document all issues and their resolutions
Provide training when new policies or processes are initiated
Image laptops and desktops
Brooksource Technical Consulting– June 2016- December 2016
Thomas Jefferson Hospital and University - Deployment Technician – Client-facing
Team Lead on several projects
Deploy hardware and software as requested by various clients in hospital and university
Provide direct user support to users, including the EPIC development team
Build and configure workstations and laptops
Resource Residential– June 2013- April 2016
Systems Administrator/Support Engineer, Residential Properties and Corporate users
Team lead for network installations
Gave direct user support, both deskside and telephone, to over 600 users, local and remote
Provided direct user support to users migrated to VMWare
Build and configure workstations, laptops, personal digital devices (IPhone, IPad, Android tablets and phones)
Travel nationally to survey, specify infrastructure and build out new properties
Supported Executives and VIPs directly in corporate offices
SmartSource– May 2013-June 2013
Consulting Engineer, Target Stores - Windows 7 migration
Perform workstation upgrades (Windows 7, Office 2010)
Provided direct user support to users migrated to new/upgraded computers
Coordinate site visits to user groups
Inventory old machines, manage deskside support and training
Sullivan & Cogliano – April 2013-July 2013
Consulting Engineer, Cigna Philadelphia - Windows 7 migration
Provided direct user support to users migrated to new/upgraded computers (Windows 7, Office 2010)
Coordinate site visits to user groups
Inventory old machines, manage deskside support and training
Complete Learning Solutions – September 2012 – March 2013
Instructor
Taught network engineering and network-related customer support
Course is provided for Verizon cable and system techs by the Telecommunications Union
Curriculum leads to a certificate from various County Colleges in Network Engineering
GB Collects – August 2012-August 2013
IT Manager
Direct user support of commercial collectors, customer service agents and executives
Performed network upgrades, updates and systems design (both new and re-engineered)
Specify, configure, build, image and deploy workstations and servers
Writing and editing, including everything from network documentation to newsletters
Worked directly with vendors, support personnel and clients
Alloy Silverstein Shapiro Adams et al– February-August 2011
Help Desk Administrator
Direct user support of partners, professionals and admins
Designed and implemented network communications projects
Direct interface with vendors, support personnel and clients
Editor, Music and Musical Scales -- a Mathematical Construct; A Comprehensive Overview of the Mathematical Underpinnings of Music - Dr. George A. Articolo, Professor Emeritus, Rutgers University, 2010
Performed proofreading and editing services for textbook
Created audio and graphics files
Provided consulting services to Dr. Articolo to help migrate textbook to HTML/e-book platforms
Paladin Consulting/UNISYS, Dallas, TX. - September-November 2010
Consultant
Team lead, provided decommissioning services to U.S. Census Bureau offices
Requested by Census Bureau management to provide decommissioning services at several other sites
Intellispring Consulting, Atlanta, GA. - August 2008-November 2010
Consultant
Provided consulting services (networking and telephony services) for clients such as DHL and FedEx.
Called back for continuing services for multiple clients for over two years
Chubb Institute/Anthem Institute, Cherry Hill, NJ - November2006 - November 2008
Instructor, Computer Networking and Security (CNS)
Taught adult learners basic and advanced computer skills including A+, Net+, Microsoft Windows Server and computer forensics/data acquisition/electronic discovery
Consistent teacher rating of over 91% (as high as 97%)
Highest student retention rating in the program over entire tenure
Chosen as Teacher of the Quarter, 4th quarter 2007
Dechert LLP, Philadelphia, PA -June 2004-August 2004
Help Desk Analyst
Requested by firm CIO to return to assist Help Desk team
Support staff of over 80 attorneys, paralegals and coders with all firm software
Dechert LLP, Philadelphia, PA - April 2002 - May 2004
Analyst/Engineer/Trainer (Consulting position, Computer Methods Corporation)
Support staff of over 80 attorneys, paralegals and coders on various Litigation Support software applications
Performed data translation from Concordance, Litigator’s Notebook and Summation for import into Introspect
Performed file translation and import/export processes in word processing, database and various other application categories
Train new users on Litigation Support applications in all domestic offices (including Philadelphia, Washington DC and Manhattan)
Provide third-level support for document imaging, file conversion and general computer use
Assemble witness kits for attorneys and paralegals
Design, test and implement new custom software for process automation
Develop and document new workflow procedures
Aid in installation of new technologies, such as wide-area DFS implementations, extremely large SQL databases and Active Directory
Cittone Institute, Mt. Laurel, NJ - July 2001 - June 2002
Teacher/Technical Trainer
Instructing students in Help Desk Analyst and PC Technician/Network Engineering and MCP/MCSE courses
Excellent (94%) teacher rating
Over 80% of students on Dean’s List
Consistent 96% Student Retention rating
Gollatz, Griffin and Ewing, PC, Philadelphia, PA - February 2000 - August 2000
Systems Engineer/Project Manager Trainer (Consulting position, Computer Methods Corporation)
Built and reconfigured Windows NT 4.0/SQL 7 server and NT and Windows 98 workstation ODBC/connectivity drivers in preparation for development project
Built standard images for easy deployment of new workstations using Symantec’s Ghost
Built distribution objects using Wise Installer
Repaired existing NT domain structure, SQL database design and existing VB/SQL code
Bristol-Myers Squibb Company, Princeton and Hopewell, NJ - February 1998 - February 2000
Special Projects/Desktop Engineering (Consulting Position, Computer Methods Corporation)
Team Leader, Total Recall Project (Identified, upgraded and refurbished every BMS-owned laptop and home-based desktop computer to meet BMS standards and Y2K compliance)
Led 15-member team in deployment phase - responsible for logistics and personnel management.
Led 6-member team for software and Windows 98 configuration testing phase.
Built and maintained the MS Access database used for project tracking.
Built standard images for easy deployment of new workstations using Symantec’s Ghost
Built distribution objects using Wise Installer
Project was completed on time and under budget.
Hopewell Site Manager, PIE Project (Process Control, Instrumentation and Environmental System Y2K Remediation)
Led 3-member team for software and hardware Y2K remediation.
Coordinated and supported field engineers (both in-house and vendor) in remediation process
Upgraded some 6oo systems (~1800 items) to ensure Y2K compliance in the laboratory environment.
Project was completed on time and under budget.
Project Manager, Software Solutions/Mac-to-NT Project (Identified and deployed software on the Windows NT 4.0 platform to replace programs running on 1400 Macintoshes in the Pharmaceutical Research Institute).
Worked with department heads and members to evaluate and test new and replacement software.
Assisting deployment team in replacing existing Macs with new IBM-compatible computers running Windows NT.
Designed Software Solutions Intranet pages and file conversion matrices.
Provided support, engineering and logistical assistance to several other projects and teams throughout the PRI.
Built standard images for easy deployment of new workstations using Symantec’s Ghost
Built distribution objects using Wise Installer
Team Leader/Project Manager, Mac Upgrade Project (Upgraded ~900 Macintosh computers in the Pharmaceutical Research Institute).
Led team to identify hardware needs, order and install hardware and software upgrades.
Created and maintained MS Access database for project tracking.
Project was completed on time and under budget.
Merck & Co./Merial Limited Animal Health Research Division, Rahway/Woodbridge, NJ
September 1996 - February 1998
Network Administrator (Consulting Position, Computer Methods Corporation)
Aided user support manager in providing direct user support, desktop engineering and help desk services.
Engineered server upgrade, network design and optimization services.
Server and network administration of 15+ NT 3.51and 4.0 servers in 4 locations
Oversaw replacement of 35 existing Macintosh computers with new IBM-compatible computers running Windows for Workgroups 3.11.
Aided in the integration of the existing network into the Merial corporate network during corporate merger.
Helped in server room design and local and wide area network configuration and installation during site relocation.
Assisted in designing new software distribution processes for the Merial corporate network.
Professional Musician – 40 years – all gaps in employment and during conventional employment
Private Consulting Services – 25 years – various companies
Education and Training:
Philadelphia Community College, Philadelphia, PA: Associates Degree, Computer Science, 1974
Additional Certifications and Training:
Rutgers University, majoring in Music with a focus on Electroacoustics and electronic music; Certified A+; Certified Network+; Certified Novell Engineer (3.11 track); MCSA; Certified Macintosh Systems Engineer; Certified Macintosh Repair Level I; Certified Macintosh “Training the Trainer”; Cisco Router configuration; Bay Networks Router configuration; Bay Networks Concentrator setup and configuration; Certified Cabletron Concentrator setup and configuration; Bay Networks SNMP management; Various other sales, technology and management seminars.
Hobbies/Personal:
I have been a musician for over 50 years (a working professional for more than 45 of those years, having performed and recorded with such names as The Beach Boys, The Doobie Brothers, members of the Ike and Tina Turner Revue, The Steve Miller Band, The Eagles, Stevie Wonder’s band WonderLove, and many others); I continue to perform, compose and record on a part-time basis. I enjoy family activities, the study of theoretical physics, NFL Football and live music performances of all kinds.
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