Desktop Support Engineer
Resume:
Michael Cortesi
**** ***** ***** ***** – Fort Worth, TX, 76137- C: 817-***-****
E-Mail: *****@*****.***
Profile: Skilled IT technician, I have been in the IT field for 18 years and have proven to be very adaptable, working in call centers, building and supporting servers for fortune 500 companies, and working Desktop Support in corporate environments for years. I have worked on countless IT projects. I believe in looking and speaking professional, as I represent the company I work for and truly believe in giving the end user the best experience I can.
PROFESSIONAL EXPERIENCE
Colonial Savings
Desktop Support February 2017 – July 2018
Supported over 1,000+ end users (both contractors and employees)
Desktop support and remote support for Colonial Bank end users.
Supported Microsoft Office 2010/2013/2016.
Did Mostly Break/Fix in a mixed Windows 10 and Windows 7 environment.
Imaged PC’s and troubleshot network connectivity from the patch panel to the desktop.
Supported Citrix, Thin Clients and was lead support for Dell Data Protection Encryption.
Utilized various remote tools (LogMeIn and Skype) and a Remedy ticketing system.
Supported mobile devices (Android/iPhone) and Xerox Printers.
Bell Helicopter/Textron
PC Refresh Lead/ Corporate Desktop Support September 2008 – February 2017
Supported 30,000+ end users.
Lead Desktop Tech for Textron. DDPE/Credant (encryption) SME, worked on GPO’s and Projects with the Wintel AD team. I did international support when techs in other countries had issues solving a support ticket. Worked at Corporate Headquarters for Textron in Fort Worth for 5 years. Executive support for about 30 executives in the building.
Supported Windows 7/10 and Microsoft Office 2010
Utilized Remedy ticketing system and Dameware remote tool.
Lead for Bell Helicopters PC refresh Team. Had a team of 8 people which I managed for refreshing Dell PC’s, Laptops, and Workstations. This included making sure 15-20 Computers were migrated to new hardware each evening. This included all data and up to about 200 applications. At the time in 2010 we used USMT. Also worked the morning shift to make sure each refresh went well.
Working on Windows 10 conversion. This includes testing many of our applications to see if we our compatible with Windows 10. Supported Active Directory, also write GPOs.
Utilized SCCM for patching and imaged using PXE/Network.
Supported mobile devices (Android/iPhone – Active Sync) and HP/Xerox Printers.
Virtuoso
Desktop Support September 2006 – July 2007
Senior Desktop support for travel organization. Windows XP and a mixture of Dell laptop and desktops.
Western Bank/Washington Mutual
Server Engineer March 1999 – March 2006
Provided lead support of the company’s NetWare and Windows Network. Set server standards, supervised new installations and de-installations of LAN locations.
Lead a small team of techs on successfully migrating company’s Novel 4.11 network to Netware 5.1.
Team lead on converting company’s IPX/TCP/IP network to a pure IP environment.
Managed the Windows 2000 Enterprise file servers for Washington Mutual.
The Sabre Group
Field Engineer/Contractor December 1998 – March 1999
Provided Desktop support for American Airlines employees on a Windows 95 and 98 Desktops.
Part of the team that converted the Sabre Sites Computers from Windows 3.11 and Windows 95 to Windows 98.
Xerox
Network Analyst/Contractor July 1998 – December 1998
Phone Support for several of Xerox’s networked printing products that were attached to different network operating systems including Novell, NT, Banyan Vines and UNIX.
We setup a combination of copiers, printers, fax machines, and scanner. So, most of our calls were setting these printers up on client’s network from scratch. We used the network protocol on their network and set them to function and communicate.
EDUCATION
Tarrant County College: 2 Years
Computer learning Center: Technical Degree in Computer Sciences, Server Engineering and Management
Western Hills High School
Certifications:
CNE 4.11
CNE 5
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