Desktop Support System Administrator

William Rickert

Phone: 908-***-**** Email: ***********@*****.***

Address: *** ********* **** ******, ** 08837

OBJECTIVE

Utilize the tools and knowledge I have acquired over the past 7+ years and effectively apply them to different technologies and scenarios within an organization that will enable me to grow professionally while contributing to the company’s goals.

EDUCATION

NEW HORIZONS COMPUTER LEARNING CENTER Iselin, NJ

March 2010 – September 2010

CompTIA A+, Network+, Security+, Server+ Certifications

Microsoft Certified Desktop Support Specialist (MCDST)

Microsoft Certified System Administrator (MCSA)

EXPERIENCE

OS33 (FORMERLY EXTERNAL IT) Iselin, NJ

Senior Service Delivery Engineer October 2015 – April 2018

Engage with multiple teams of engineers world-wide to diagnose, plan, and resolve issues affecting clients various work environments.

Identify major or emerging issues and work to rectify them with little to no guidance before there was any massive client impact.

Research the best way to implement installation of new applications within a Citrix environment by clients request and configure necessary GPO’s or file permissions in the process.

Manage and administer best practices for clients file system and exchange environment to produce the best working conditions possible.

Perform maintenance and troubleshooting of client’s local infrastructure on a case by case basis to optimize and provide the best experience of our product.

Work as the single point of contact for clients that our experiencing major issues with our product to develop an action plan and ultimately resolve all items to get clients back to an optimal working environment.

Take the knowledge learned from tasks/situations and create up standards and procedures in our confluence system to assist other engineers in the future.

Diagnose and troubleshoot connectivity problems with computers or printers along with verifying machines are properly patched and have anti-virus software installed and up to date.

Troubleshoot issues with XenApp servers not properly assigning out policies/unregistered servers/connection problems to the servers to allow application launch.

Work directly with company managers with using and maintaining the workplace_ product as well as to teach them various functions in our portal environment and how the can administer basic tasks to achieve goals.

Troubleshoot clients main line of business applications such as Junxure, Tamarac with Dynamic 365 CRM, Quickbooks, and many other custom or streamlined applications.

Provide desktop support for both Windows and Mac based machines completely from remote based operations.

Act as a primary point of contact for all Tier 1 and Tier 2 engineers within the company for guidance on next steps for troubleshooting/diagnosing/resolving all technical issues.

UNIVERSITY MEDICAL CENTER OF PRINCETON AT PLAINSBORO Plainsboro, NJ

Field Technician / Junior System Administrator Feb 2013 – October 2015

Exhaust all troubleshooting options of Tier 1 and Tier 2 issues before escalation in an environment of 550 virtual servers and 2500 desktops in 3 clusters for approximately 4000 end users.

Designated by management as the tech team documentation specialist to continually review procedures and policies that include, but are not limited to, laptop/pc/thin client imaging and deployments, roles and responsibilities within my team, and documenting new applications being on boarded.

Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary from basic computers to servers. Schedule system downtime if needed.

Monitor the health and behavior of the company infrastructure using tools such as Nexthink, WhatsUpGold, and Splunk.

Collaborate with network engineers, field technicians, equipment vendors, and telecom carriers to troubleshoot and resolve various types of network issues and outages.

Provided 24x7 responses to system outages during "on-call" periods and helped resolve simple and complex issues from password resets to calling managers and vendors to troubleshoot and resolve application or network outages.

Implemented new imaging software to retire an outdated system which greatly cut down on turnaround time to give machines back to users. Turnaround time went from roughly a 7 hour turn around to 2 and a half hours depending on the machine.

Field open tickets and communicate with end user to keep them updated on situation as progress is made until a resolution is found. All steps during the process are documented in tickets so co-workers can look at my tickets to see how to resolve an issue if it occurs again.

Manage company security policy on encrypting all laptop hard drives and external media with Dell Data Protection Encryption.

MEDICA INC. Hasbrouck Heights, NJ

Help Desk Analyst/Desktop Support Technician/Jr. System Administrator September 2010 – Feb 2013

●Provide desktop support to over 100 employees, ranging from CEO’s all the way down to end users in and out of the office, by phone, remote assistance, and in person as needed to minimize downtime.

●Support as necessary on a 24-7 basis to limit system down time during internal or external outages and peak enrollment periods.

●Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines.

●Perform diagnostics and troubleshooting on system issues, document help desk tickets/resolutions, and maintain equipment inventory lists.

●Plan and lead training sessions to teach new and existing employees about current hardware and software.

●Perform regular fire drills on systems to test failover capabilities, proper system shut down and ensure that clustered systems will work correctly in the event of these scenarios.

●Deploy and manage software upgrades and general updates for systems.

●Create new users within Active Directory, place them within the appropriate security/distribution groups and set up their email account.

●Set up email on corporate BlackBerry’s and IPhones, teach employees how to use features on the phones and assist in troubleshooting issues.

●Wired extensions, phones lines, fax lines, and patched internet lines to corresponding rooms throughout the floor.

ACHIEVEMENTS

OS33/External IT, Iselin NJ 2016

Effectively worked as the main point of contact for upwards of twelve companies to diagnose, plan, implement and ensure they were back into good standing with our company. As a result, they extended their contracts with the company for 3 more years.

University Medical Center of Princeton at Plainsboro, Plainsboro NJ 2014

Awarded 2 Torch awards (each one consisting of 3 bronze star awards, 3 silver star awards and 3 gold star awards) – each award was nominated by people that felt I went above and beyond my normal job duties and providing excellent customer service.

COMPUTER SKILLS

VMware vCenter/vSphere, VMware View, Exchange 2007, 2010 & 2013, Active Directory, Windows XP, Vista, 7, 8, 8.1 & 10, Windows Server 2003, 2008 R2 & 2012, Microsoft Office (2003, 2007, 2010, 2013 & 2016), CommVault, Symantec NetBackup OpsCenter Analytics, InfoBlox Grid Manager, Lync Server 2013 Control Panel, Trend Micro Deep Security, NexThink, Dell Data Protection Encryption, Citrix Receiver, Citrix XenApp 4.5, 6, 6.5 & 7.15, Kaseya, Zendesk, ConnectWise, AppNeta, AppRiver, ADSI Edit, DFS, OpenDNS Umbrella, Office 365, SFTP, FileZilla, OneLogin, McAfee, ConnectWise

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