Desktop Support Active Directory

David Eric Dolgin A+ Net+ ITIL DCSE

*** ************ ***

Basking Ridge, NJ 07920

Mobile: 609-***-**** Home: 908-***-****

E-mail: ***********@*******.***

Thrive under pressure • Do whatever it takes

DESKTOP SUPPORT • HARDWARE/SOFTWARE • SERVICE MANAGEMENT

Information Technology Project Management Scheduling Diagnostics Hardware Replacement

Software Installation Equipment Configuration Deployment Networking SCCM/Ghost Imaging

Cabling Inventory Control Video Conferencing Life Cycle Break/Fix Disaster Recovery

Proven technical services organizational leader dedicated to delivering superior customer service, possessing a Bachelor of Science Degree and over 25 years of experience troubleshooting critical business systems. Self-driven, adaptable and resourceful field service technician. Detail focused and skilled analyst; creative and tenacious problem solver. Possessing the ability to effectively communicate and motivate across all levels of employment.

ACHIEVEMENTS MATRIX VALUE OFFERED

Management Leadership: Prepared budgets and detailed project plans; controlled inventories, labor costs and performed all employee evaluations. Developed and wrote training manuals for employee training. Consistently demonstrates exceptional time management skills. Orchestrated complex demands for Unisys Corporation and Cooper University Hospital.

Technical Leadership: Provided computer forensic expertise to Intelysis for 3 years. Sophisticated skills include local and multi-cast ghost imaging, set-up and configuration of video conferences and presentations.

Service Leadership: Possesses over 40 years’ experience in customer service. Ability to defuse sensitive and escalated issues. Personable and persuasive, inspires trust and confidence. Translates technical information for business managers, employees and clients while building strong customer relationships.

PROFESSIONAL EXPERIENCE

Desktop Support Engineer/Asset Management Coordinator November 2017 to Present

Everest Insurance Company

Randstad Staffing

Basking Ridge, NJ

Hired on a long term contract to assist with desktop support and establish a comprehensive asset management program. Initial duties included imaging of all assets via SCCM, creation of new asset objects in Active Directory, level 1 and level 2 desktop support to all in-house and global users, remote access via Remote Desktop & Skype. Creation, documenting and assigning work tickets via ServiceNow ticketing app. Reconciled assets in Active Directory and ServiceNow. Performed audits for asset tracking.

*Initiated a complete re-organization of 3 inventory asset and store rooms. Result: more accurate

accounting of all inventory and disposable assets.

*Spearheaded a new loaner laptop program. Authored the policy and procedure. Instituted program with training

of all desktop technicians. Increased loaner pool for easier deployment.

*Instrumental in the workflow design for acquiring assets after departmental re-organization.

*Negotiated a favorable pricing structure through our Dell partner for Dell laptops and desktops.

*Established an asset sign-out procedure to better track all completed assets being deployed. Sign–out sheets

reconciled every week with ServiceNow and Active Directory to assure accuracy.

David Eric Dolgin Page 2

Desktop Support Engineer January 2016 to November 2017

University Radiology Group

East Brunswick, NJ

Associated Radiologists was acquired by University Radiology Group in January 2016. Duties include level

1 and level 2 helpdesk support, creation of service requests and assigning of calls via Helpspot ticketing app,

remote desktop support, scanner support, printer support and application installs and upgrades. Imaging of

computers using Ghost. Remote tools used: VNC, TeamViewer and LogMeIn.

*Assigned 3 projects, Syngo Reading Application upgrade, TeamViewer install, Nuance/Powerscribe File

Install. All 3 projects completed ahead of end time. Remote access via LogMeIn.

*Re-organization of the IT storage room.

*Scanner repair program established with LaserSave.

*Hardware upgrades on HP 8200’s in preparation for deployment at a newly acquired site.

Desktop/Network Technician January 2015 to January 2016

Associated Radiologists, PA

Warren, NJ

Hired on a full-time basis to join the existing IT team, duties include remote site desktop support,

remote site network support, in-house desktop and network support. Windows 7 migrations, creation of

images, imaging of pc’s using Acronis True Image, Total PC Recovery and EaseUS Todo Recovery. Pc

maintenance was also part of my responsibility. Remote access support using VNC, remote desktop were daily

operations I performed.

*Coordinated Windows 7 PC upgrades for billing and scheduling departments.

*Designed and built a new imaging bench/center for Associated Radiology to allow imaging of up to 10 computers

at a time. This resulted in a faster turn-around and more efficient deployment process.

*Built new images for billing dept. and dept. managers.

*Created an indexed library of images for new computers and pc replacements.

*Performed network cabling identification utilizing networking tools such as Fluke and Klein.

*Coordinated Java 1.85 upgrade for billing department for use with Groupcast.

*Built a SCCM test lab environment for possible SCCM deployment in the enterprise.

Service Delivery Manager: Contractor November 2013 to April 2014

Volt Technical Services/Maintech

Lockheed Martin

Sunnyvale, CA

This was an open ended contract providing supervision of a 10 person technical team. Duties included:Technician assignments via the Remedy ticketing system, asset management & recovery, tracking all incident closures to assure proper closing procedures are followed. This was a mixed asset environment containing Windows 7 and Mac OS-X operating systems as well as Ipads and Ipad minis.

*Reorganized equipment storage: Resulting in a more efficient/cost effective inventory process.

*Charged with an Asset Recovery Project: Recovered 15 “lost” assets. Result was additional cost savings.

*Created an Asset Recovery Procedure Manual used in conjunction with existing Standard Operating Instructions.

Result was an increase in asset recovery. Secondary result was better asset recovery efficiency across the

enterprise.

*Set up weekly cross-departmental staff meetings: Result was better communication between

interacting departments & more efficient service provided by all technicians.

*As the HR Liaison between KST/Maintech and Lockheed Martin, I created better lines of communication and handling of all related incidents between KST/Maintech employees and Lockheed Martin.

David Eric Dolgin Page 3

Technical Service Engineer: Contractor April 2013 to September 2013

Modis Staffing

Turner Construction

San Jose, CA

This was a six month contract providing internal and field support for all Turner Construction sites in the San Jose area. I consistently delivered superior customer service, expertise and issue resolution to all users across the enterprise. Responsibilities included but were not limited to set up and activation of on-site construction trailers, laptop life cycle replacements, data migration, application installation, network troubleshooting, help desk support, incident creation, resolution and tracking using Altiris.

*Active Directory: created new users, nodes. Provided user/node description, inventory tracking.

*SCCM: Deleted old equipment, pushed images, software installs and updates to new and existing nodes.

*Altiris: Created, resolved, closed and tracked incidents.

*Provided expertise to the creation and set up of building trailers at jobsite locations, including procuring

all necessary communication and IT equipment.

*Provided support for all A/V setups both internally and remotely.

*Equipment setup/replacement including routers, switches and servers

Desktop Support Engineer: Contractor May 2012 to February 2013

Crystal Data, LLC

New Jersey Department of the Treasury

Trenton, NJ

This was a long term contract for the Department of Taxation, providing life cycle equipment replacement.

Performed user data migration, application installations and software configurations. Responsible for asset

tracking utilizing HP Service Center, Active Directory and SCCM 2007.

*HP Service Center: Retire old equipment, label new equipment as installed and assign user to new equipment.

*SCCM: Located old equipment and removed from SCCM using the SCCM Configuration Manager Console.

*Active Directory: Located old equipment and deleted from Active Directory.

*Re-wrote installation procedure for Avaya Call Center software.

Desktop Support Engineer: Contractor November 2011

MDS Staffing

Saint Peters University Hospital

New Brunswick, NJ

This was a two week project in support of a McKesson EMR software roll-out. Utilizing the Numara Track-It ticket

tracking system, I performer PC replacements, printer repair, hand-held scanner diagnostics and software

repair, asset management and remote access software installations across the enterprise.

Desktop Support Engineer: Contractor July 2011 to September 2011

John Galt Staffing

Mindshift Technologies/Northstar Academy

Newark, NJ

This was a short term ten week contract. Played a key role in the execution of a Windows 7 roll-out, associated

lifecycle refresh and upgrade initiative, spanning multiple locations. Evaluated and configured laptop/desktop

systems and replaced outdated computers with new machines as stipulated by lifecycle policies. Assisted

users in all facets of the new operating system including network connections, password creation/logons

and file maintenance.

David Eric Dolgin Page 4

Desktop Technician January 2007 to December 2010

Cooper University Hospital

Camden & Mount Laurel, NJ

Delivered energy, insight, expertise and organizational leadership required to coordinate technical services

for 33 remote locations and 6500 users. Installed/deployed new hardware & software, managed trouble calls

for network, PC and laptop repairs and performed password resets via Active Directory both locally and

remotely. Performed diagnostics, identified root cause of problems and implemented expedient solutions.

Submitted and collected reimbursements for all Dell Warranty work.

*Managed Dell Products as a Dell Certified technician (DCSE); executed imaging and prepared all PC’s

for deployment; provided Help Desk support: utilized the Remedy Ticket Tracking System.

*Worked with end users to solve mobile device issues. Blackberry’s, Smart Phones and PDA’s.

*Help Desk Support, level 1, 2 & 3 for over 6500 users, including remote access, software installations

and application repair.

*Network troubleshooting, problem identification and resolution.

*Advanced within months to handle Level 1, 2 & 3 network trouble calls and hardware repairs.

* Wrote and implemented Dell RMA procedures for warranty repair work.

* Promoted to Field Service Technician in 2008; servicing all remote medical center locations.

Additional Experience:

IT Services Manager, Miles Technologies, Moorestown, NJ July 2006 to January 2007

Field Service Technician, Unisys Corporation, Blue Bell, PA July 2004 to July 2006

Field Service Technician, Data Time Computer Services, Tuckerton, NJ January 2003 to July 2004

Field Service Technician, My Tech Guru, Irving, TX January 2003 to July 2004

Project Manager, CC Productions, Hoboken, NJ August 2002 to November 2002

Field Service Technician, CTB Systems, LLC, Cherry Hill, NJ February 2002 to August 2002

Assistant Network Technician, Surety Title Corporation, Marlton, NJ May 2001 to February 2002

CERTIFICATIONS & LICENSES in PROGRESS

Security+ in progress • Microsoft Project+ in progress • SCCM in progress

TECHNICAL PROFICIENCIES

Operating Systems: Microsoft Windows 2000, XP, Vista, Win 7, Win 8, Win 10 • Citrix

Network Protocols: TCP/IP, DHCP, DNS, WINS • Sonic Wall VPN

Tools: Norton Anti-Virus, Norton Ghost • FTK • Comodo ISS • Malwarebytes • Super AntiSpyware

Acronis True Image • CC Cleaner • HiJack This

Enterprise Applications: Microsoft Office Suites 2003 • 2007 • 2010 • Office 365

Point of Sale Applications: Digital Dining • Aloha • Micros POS • Posi-Touch • Quick Books POS

LEARNING CREDENTIALS

Diploma: Data Communication & Network Engineering, Chubb Institute, Cherry Hill, NJ

Bachelor of Science: Long Island University, Brookville, NY

Dell Computer continuing professional education •Certificate of Completion: Computer Forensics

Cisco Certified Network Administrator (CCNA) Certificate of Completion (non-certification)

Held positions with increasingly progressive responsibilities from 1979 to 1998

REFERENCES AND FURTHER DATA PROVIDED UPON ESTABLISHMENT OF MUTUAL INTEREST

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