Desktop Support Active Directory

Robert McGrath

*********@*****.*** • 732-***-****

Desktop Support / Network Administration

Highly skilled and experienced IT support technician with a strong background providing computer support in a range of environments

Key Qualifications

Demonstrate competency working within a diverse spectrum of technical environments within retail, healthcare, and industrial fields supporting up to 3000 users.

Perform dynamic data analysis integral to identifying components of potential network improvement and supporting key system administration.

Leverage advanced written and verbal communication skills essential to forging strong relationships and expanding professional technical network.

Effectively troubleshoot all technology deficiencies and coordinate installation of production line interface devices and workstations.

Professional Experience

Integrated Strategic Systems Inc. – Syracuse, NY

Manufacturing IT Support Technician, 2017 to Present

Collaborate closely with IT support agents to identify best purchases of technology resources and coordinate technological issue resolution. Personally direct troubleshooting efforts while maintaining accurate and detailed log of required repairs and maintenance.

Selected Contributions:

Provide support to C level executives.

Manage user accounts in Active Directory.

Ensure uptime of production printers and barcode scanners.

Work with counterparts in NY to address network and phone issues.

Prudential Stainless & Alloys, LP – Avenel, NJ

Network Manager and Desktop Support, 2/12/08 to 7/5/16

Protected data from malware and ransomware. Installed OS updates. Personally trained users on email detection and managed daily operational assessments. Performed desktop setup for new hires and maintained consistency in LAN and WAN connectivity management. Installed and configured firewall. Managed generator testing and installation and personally interviewed contractors for 100kw generator installation. Actively supported all company servers, desktops and VOIP system.

Selected Contributions:

Successfully achieved nearly 100% reliability through the effective replacement of legacy phone carriers and hardware with Verizon T-1 and Shoretel VOIP.

Delivered 50% annual Telecom savings and achieved nearly 100% reliability through the replacement of legacy Verizon copper lines for fax and alarm with Comcast Voice for business.

Effectively replaced heterogeneous desktops with upgraded Dells, delivering 98% reliability.

Implemented Gmail at no cost to subsequently slash spam by 99%.

Technisource – Iselin, NJ

IT Help Desk Agent, 7/2007 to 11/2007

Personally supported 872 HESS retail locations and coordinated IT support services. Direct troubleshooting for connectivity issues and manage troubleshooting in emergency situations within high-pressure environments. Worked to rebuild back office servers and supervise project optimization.

Micro-Data Systems, Inc. – Colts Neck, NJ

IT Help Desk Agent, 3/2007 to 2/2008

Effectively supported up to 3000 users and managed password resets in Active Directory and proprietary Cener software. Spearheaded initiation of mobile “Computer on Wheels” repairs and rapidly resolved deficiencies via VNC. Personally monitored 26 servers in NT/2003/Unix environment and managed production environment.

Selected Contributions:

Dynamically performed troubleshooting and consistently resolved all server issues.

Recognized and singular IT agent responsible for overnight help desk and operation functions.

Training and Technical Skills

Bachelor of Arts, Business Management

Wilmington College, New Castle, DE

Certificate of International Business Middlesex County Community College

Certificate for Microsoft Certified Systems Engineer, MCP+Internet WOSA Technologies

Certificate for A+, Network+, vCloud Director AVTECH Institute of Technology

A+, MCP, Network+, Data Analysis, MS Office Advanced User, SAP 4.6, TCP/IP, PC, Acronis, Norton Ghost, Windows Backup, Veritas, Paragon, AVG, McAfee, Norton, Avira, Win Fax Pro, ZetaFax, Windows Server 2012/2008/2003, Windows XP Pro,7, 8 & 10, Exchange Mail Server, MS Outlook, Outlook Express, Gmail, Thunderbird, VPN, routers, firewalls, and wireless networking, Motorola PDT. DTR390 rugged tablets on shop forklifts.

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