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Desktop Support Active Directory

Pittsburgh, Pennsylvania, United States
August 30, 2018

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Timothy C. Smith

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

Pittsburgh, PA 15219


OBJECTIVE: To obtain a position in a Technical, Management and/or a Communications position.


OS Environments – Linux, Windows 7 - 10, Windows 2008-2013 Server, Exchange 2010, Netware, AS400

Applications – Active Directory, MS Office Suite 365, Citrix, GroupWise, Visio, MS Project, Adobe,

Emphasys Elite, Corel, McAfee, Norton’s Ghost & Anti-Virus, Crystal Reports, Altiris, FOG Cloning Solution, RT Best Practical, HP Enterprise IT Management Products

Databases – MS Access, SQL, Oracle, PRD HelpMaster Pro, Frontrange IT Service Mgt.

Networking – IEEE 802.x Wireless, Category 5e, Category 6, Fluke Series Analyzers,

Firewall – Norton, McAfee

Mobile IT Support– Android OS, Apple OS, Surface Tablet


Demonstrated sound report writing and polished specification skills.

Interact well with CEO’s, VIP’s, & Executive teams with demonstrating leadership capabilities while completing time sensitive projects.


Desktop Support II August 2017-November 2017

First Energy (Genesis 10) Greensburg, Pa

Provide Desk side and Remote technology support.

Effective ticket management to meet defined SLAs

Provide support during normal shift hours, occasional Saturday shifts and periodic on-call hours.

Provided network and desktop technical support to approximately 1000+ users.

Supported deskside / network applications, ie. Office 365, Altiris, Citrix,

Work with the team/colleagues collaboratively across the organization to resolve a variety of technical problems.

Experience with Desktop Anti-virus products and support.

Perform administration tasks within windows network accounts in Active Directory.

Setup new Windows 10 system or re-image current working systems with the corporate approved image and other software that maybe required for the end user perform their duties.

Customer Engineer II September 2016-March 2017

NCR (Ask Staffing) Pittsburgh, Pa

Responsible for installation, maintenance and repairs on POS system including back office equipment.

Responsible for ownership of customer problems or incidents which needs to be documented within NCR system.

Provide on-site minor repairs and replaced components on Tier I equipment such as PCs, workstations, peripherals, printers, front-end POS systems.

Desktop & Network Infrastructure Support Specialist February 2015-February 2016

BNY Mellon (DCI Technology Solutions) Pittsburgh, Pa

Provided tier 2 support for all Executive and corporate wide associates.

Supported Window 10 and Office 365 enterprise environment of over 1000 + user.

Build, scripted, installed, configured and setup desktops, laptops, tablets, and printers.

Provided configurations and administered installations of corporate software for Smart Phones.

Maintained SLA/OLA standards for IT Service Management (Remedy & IT Service Portal)

Troubleshot and supported all internal corporate applications.

Dell & HP Hardware environment.

Provide support for Cisco Video Conferencing.

Pro Associate / On-site Computer Technician November 2014-March 2015

The Home Depot West Mifflin, PA

Assist the General Contractor with total project materisal and cost.

Assist the Specialist Contractor with project specific material and cost.

Travel to site locations when necessary to assist the contractors.

Maintain Point of Sale (POS) system when requested.

Provide desktop support for back office associates.

Help Desk Analysis August 2012-February 2013

SMS Group (Beacon Hill) Pittsburgh, PA

3Provided a single point of contact for all associates to report problems and assist to raise service requests.

Provided first level technical and IT support to users for troubleshooting problems.

Expertise performing installation, maintenance, and diagnostics of workstations, laptops, printers and handheld devices.

Provided after hours support for Network, Remote Sites, and IT Support Desk.

Provided support for Cisco Video Conferencing

Dell Hardware environment.

IT Service Representative April 2011-July 2012

Zoll Medical Corporation (Beacon Hill) Pittsburgh, PA

Established high quality, prompt results-driven and proficient customer service.

Maintained & improved the everyday routine of the IT Services within Zoll.

Provided superior customer support while demonstrating excellent project awareness skills.

Installed, configured, repaired, upgraded desktops & laptops.

Determined hardware & software problems as well as troubleshoot connectivity problems on corporate network.

Experienced with remote access software.

Administered user account in Active Directory and Exchange 2010.

Setup & maintained user account information which included rights, security and systems groups.

Documented software installation procedures for company associates.

Supported Executive Team and end-user using remote software.

Technology Specialist 2 August 2008-October 2009

Allegheny Intermediate Unit (Oxford Solutions, Inc.) Homestead, PA

Provided desktop support to all AIU field sites. This included from Telecommunications, hardware, software, system upgrades, Class or Department relocations.

Resolved client requests from Helpdesk Ticketing system “HEAT”.

Answered, evaluated, and prioritized all requests for assistance for users experiencing problems with hardware, software, networking and other computer-related technologies.

Resolved Helpdesk orders tickets about Windows NT/XP/2000/2003 and Microsoft Office from customers or associates regarding settings and abilities of the software

Installed personal computers, software and peripheral equipment.

Installed, configured, and wired community labs.

Setups, configured, and troubleshoot wireless field sites.

PC Consultant – Associate January 2007-July 2008

UPMC (AC Coy) Pittsburgh, PA

Provided service to ISD client community, patients, families and visitors, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.

Provided network and desktop technical support to approximately 1000+ users.

Relocated standard desktop computers and devices within the UPMCHS end user community, as directed by the Manager of User Support, the PC Support Supervisor, and/or Senior PC Support Consultants

Provided second level & third level support for problem requests escalated by the ISD Help Desk and coordinates with UPMCHS personnel and vendors to resolve issues. Reported back to the ISD Help Desk and end user, regarding problem status until resolved. Documents request status and resolution activities, as directed.

Assisted in the definition of business requests for feasibility review, including initial cost/benefit analysis.

Used Active Directory to manage group policies, add, create and apply users to correct groups, password resets and account restrictions.

Responsible for following the direction of and assisting senior staff with the day to day support of UPMCHS standard desktop computers, software and related devices, installations, diagnostic activities, and triage of related software and hardware malfunctions

Help Desk Analysis June 2006-December 2006

Dick's Sporting Goods (LANTek) Pittsburgh, PA

Resolved client issues and provide answers to clients by identifying problems, sourcing answers, and guiding clients through the corrective steps.

Maintained and recorded issues in a concise manner using helpdesk tools. “Frontrange IT Service Mgt.”

Analyzed and isolated the root cause of issues.

Dispatched third-party hardware/telecommunication suppliers in compliance with service agreements.

Applied real time computer shadowing software to troubleshoot issues for 90% of phone calls and logged in depth trouble tickets for issues not able to be resolved

Responsible for maintaining emails and internal requests as they relate to technical support issues.

Remote Access Support via WebEx, Trackit, RDP, and Citrix Management Console

Managed various areas of support included broadband connectivity, account provisioning, email and Windows installation, configuration, and upgrade issues.

Helpdesk Analysis January 2006-May 2006

PNC Corporation (Kforce) Pittsburgh, PA

Provided tier I, II, III support to PNC user community by answering questions related to, but not limited to Microsoft Office, company internal enterprise applications, desktops, network.

Perform diagnostics using various tools; support includes but not limited to assisting with print issues, password resets, install, modifies and troubleshoot hardware and software systems.

Documented, tracked and monitored all issues to ensure a timely resolution; test and verified fixes to ensure problems have been adequately resolved.

IT Consultant (Part-Time) September 2005-December 2005

Premier Mortgage Services LLC Frederick, MD

Installation & Configuration of Windows Small Business Server 2003

Contract consisted of working with Team Members in setting up office with Exchange 2003, Share Point Services (SPS), Remote Desktop Connections

Administrating office PC in a Windows XP client, Windows Small Business Server Environment

Installing Print Servers, printer locally and on network.

Computer Instructor April 2005-September 2005

Garfield Jubilee Association Pittsburgh, PA

Classes consist of basic computer knowledge from keyboarding, networking, web design & hardware.

Prepare students for interaction with work force environment.

Prepare student to take the International Computer Driving License Certification.

System Engineer / Project Lead March 2005- March 2005

KForce Pittsburgh, PA

Installed & configured Point Of Sale System for Sur La Table regional store.

Responsible for providing diverse IT solutions to clients. Provided desktop support on-site and remote 2nd and 3rd level technical support.

Configured Cisco Router with routing scripts.

Field Engineer / PC Technician June 2000-February 2005

City of Pittsburgh / Housing Authority Pittsburgh, PA

Maintained day-to-day functionality of a Windows 95-98, NT, XP WAN and LAN network spanning the City of Pittsburgh.

Provided verification of software licensing on workstations/server and reporting to supervisor incidents of pirating.

Analyzed and evaluated interface of new hardware and software with existing systems.

Ensured security and integrity of microcomputer systems and networks including the Internet & Intranet.

Prepared reports to supervisors regarding maintenance of client workstations, obsolete software and locations of hardware through the city wide system.

Used Citrix Management Console to monitor and shadow user sessions.

Assessed user needs; recommends purchases and/or modification to existing microcomputers, peripheral, network hardware, software and operating systems.

Troubleshot network communication and computer peripheral problem; performed system back-ups and data recovery; creates batch administration scripts.

Liaison with consultants, vendors, outside agencies, City of Pittsburgh Departments on assigned projects.

Ensured maintenance of hardware under warranty or service contracts.

Administered Windows NT & Netware user accounts, as well as PTP, VPN Configurations for Remote Users.

Created documentations all remote sites in City for Hardware, Software, Network, and Wireless Security.

Installed & configured Cisco 1800 Series Router via direct connection with Federal NCIC Database.

Skills Utilized: Microsoft NT Terminal Server, Microsoft 2000/2003 Server, Linux Administration, Citrix Administration, NetWare & GroupWise Administration, Border Manager, ARC serve, PCAnywhere, Norton Ghost, Norton Anti-Virus, 802.x/Ethernet network installation, WEP & WPA configurations, MS Project, MS Visio, Fluke Analyzers, PIX Firewall

Systems Administrator November 1999- May 2000

Teletracking Technologies Pittsburgh, PA

Installed and configured NT based-IVR (Interactive Voice Response) health care system.

Implemented IVR systems nationwide.

Provided architectural assessments for prospective clients of company.

Coordinated requisitions of equipment and sales orders.

Provided reactive troubleshooting of transport and associated components.

Ensured optimum network performance.

Defined, designed, and developed NT system requirements.

Evaluated, modified, and recommended changes to existing systems.

Assisted in designing new NT network architecture and introduced better security recommendations and precautions.

Monitored LAN performance and network security.

Installed and configured multiple Dell PowerEdge & OptiPlex Servers for new production networks.

Configured and maintained production network’s web servers, SQL server, print servers, file servers & domain controllers.

Installed all patches, hot fixes, and service patches on servers & PC’s to the same level.

Skills Utilized: Windows NT server & Terminal Server, DHCP, DNS, MS Visio, Teletracking software, TCP/IP subnetting, MS Exchange, MS Office Suite, MS SQL


Computer Science 1994 – 1996

Robert Morris University Moon Township, PA

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