Resume

Sign in

Desktop Support Service

Location:
Lancaster, California, United States
Posted:
November 29, 2018

Contact this candidate

Resume:

Abiodun “Abi” Omole

Email: ac7txk@r.postjobfree.com Cell Phone, 661-***-****

Submission Summary

* ***** ** ********** ** Desktop Support for MAC, PC, & other Peripherals (Windows and Mac Environments)

Industry Experience – At Warner Brothers supported 1,000+ desktops, 1600+ users, and imaging for multiple sites

Provide remote and/or on-site user support for end user computing systems, mobile devices, software, and services, including installation, problem correction, removal/replacement, or other tasks as necessary to ensure continuation of client productivity

Provide Support in Office Suites 2007/2013/2016/365 on Windows and Mac, Adobe, FireFox, Chrome, Jabber, WebEx, Internet Explorer, Citrix

Network Infrastructure – Setup and configure TCP/IP Network connections

Core Qualifications

Operating System: Windows NT, XP, Vista, Me Windows 7, Windows 8, Windows 10, Mac OSX, Windows 2008R2 / 2012R2 Servers, Internetwork Operating System (IOS). Mobile devices BlackBerry OS, Apple I OS, Android OS, Windows Phone

Hardware: Cisco Routers, including 837, 1000 Series, 2500 Series, 7600, 12000, 3600, 3800, 3900 Series. Cisco Catalyst switches 1900 Series, 2900 / 2950 / 2960, Cisco Wireless LAN products. Access Points, PCI/PCMCIA/USB Wireless LAN Adaptors, Wireless LAN Controllers (WLC), and Wireless LAN

Software: Ping utilities, Anti-virus, Exchange 2007/2010, MS Office (Word, Excel, PowerPoint, outlook, Visio). Bomgar Remote, Kaseya, Veeam Backup, Citrix Meta frame/XenApp XPE FR3. CPS3/4, XenApp 4.5/5, Installation Manager, Edge sight, Citrix Access. Gateway, Symantec Endpoint Protection Net Scalar/Access Gateway version 8.x and 9.x, XenServer 5.X, VMware ESX 4/5/5.5/6

Networks/Protocols: LAN/WAM, TCP/IP, WINS, DNS, DHCP, NAT, SMTP, POP3, VPN, FTP, IPX/SPX and Remote Desktop

Firewalls: Watch Guard Firebox X1000 3.0 Standard/Enhanced, Check Point, Cisco ASA

Professional Experience

Senior System Specialist

Walt Disney

September 2018

Perform OS imaging tasks and maintains standards for all platforms for studios.

Provide end user workspace support including issue resolutions, asset deployment and configurations, upgrades/patches, new software installations and general Q&A across PC, Mac, Smartphones, Tablets, and Peripherals.

Responds to system/network outages, malfunctions and related technical problems and conduct diagnostic testing, and participate or collaborate with other teams in identifying/resolving the problems

Provide support in Office 2007/2013/2016/365 on Windows and Mac Adobe, FireFox, Chrome, WebEx, Internet Explorer, Citrix

Respond to customer requests obtained via multiple service request channels. Based on an understanding of hardware, software, systems, and peripheral technology, determine the nature of the technical problem. Implement an acceptable solution that meets the customer’s needs in a timely manner.

Supporting video Conferencing systems and tools (Cisco, Polycom, Crestron, BlueJeans

Work with the leadership to execute Asset Management / Procurement across the board for production groups

Executive support for EUC

Performs O365 service administration tasks for Production Collaboration / Email service which includes: User account / Email account creation

Performs ClearPass user management tasks for StudioExpressnet (SXN)

Deploy OS and patches through JAMF, and SCCM

Help Desk Support Manager

Meed LLC

October 2017 – August 2018

Support and maintain in-house computer systems, desktops, and peripherals

Evaluate, prioritize and respond to service requests with a resolution

Place and escalate vendor service calls when necessary to resolve hardware or software failures

Sonic Wall configuration

Executive support for EUC

Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives

Maintain timely and accurate helpdesk records using the JIRA ticket management system

Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products

Maintains accurate IT Asset Inventory including acquisition, deployment, history of hardware failure, repair, installation and removal support

Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, repairs and general periodic system maintenance

Manage users and device through Airwatch

Support Microsoft Office 365 workloads (Exchange Online, SharePoint Online, Skype for Business

Support cloud based application suites including Microsoft Office 365, AWS in PC and Mac environment

Perform analysis and diagnosis of complex PC problems for end users

Senior Systems Support Analyst

One Medical

January 2016 – October 2017

Providing exceptional IT Support Services to One Medical employees

PowerShell, Python, VBScript, batch scripts for Automation

Installing and supporting Windows and Apple Operating Systems, along with associated hardware and software (including peripheral devices such as printers and USB devices)

Manage users and device through Airwatch

Support device with Trend Micro Worry Free Business Security Service

Support Remote Technology (RDP, VPN, Citrix, DUO, etc.)

Support cloud based application suites including Microsoft Office 365, AWS in PC and Mac environment.

Support Microsoft Office 365 workloads (Exchange Online, SharePoint Online, Skype for Business

Respond to support requests through ticket system, phone calls, emails, live chat, and in person.

Provided Level III support to troubleshoot deployment issues, desktop software conflicts and client health issues

Documenting and maintaining an inventory of all computing equipment including PCs, monitors, printers, scanners, and other peripheral equipment

Respond to customer requests obtained via multiple service request channels. Based on an understanding of hardware, software, systems, and peripheral technology, determine the nature of the technical problem. Implement an acceptable solution that meets the customer’s needs in a timely manner. Accurately report and track requests for services through to completion including follow up communication with the customer

Performed support and troubleshooting tasks for multiple business applications.

Worked on service requests, incidents, and run and maintain activities.

Devised manual process workarounds/temporary solutions as necessary using custom SQL queries and scripts

Deploy Patches through automation and Kaseya script

Participated in Migration from Exchange to google mail.

Support more than 1500 users remotely across the globe.

Ensured application changes from development were tested and successfully migrated into the production environment.

Identified enhancement opportunities to optimize the applications.

Coordinated with product vendors for technical support.

Conducted user training sessions for new and existing applications

Conducted system training for new production support and QA team members

Coordinated the on-call staff responsible for after-hours support, implementations, and system upgrades

Responsible for the management of multiple vendor relationships on a day to day basis, including cloud service providers (IaaS, SaaS), custom application developers, outsourced DBA and Network auxiliaries, and various vendors.

Provides support to associate IT groups and business associates Interfaces with key vendors.

Participates in 7x24 On-Call Support Rotation Researches trends and remains current in technology for infrastructure, systems and solutions.

Consulted with business users to define and recommend appropriate requirements for desired system enhancements

Managed drivers and created OSD Task Sequences for new hardware required for the PC refresh project of 1,200 laptops including Bitlocker pre-provisioning.

Created knowledgebase articles, technical notes and how-to documents for daily production support of multiple applications

Troubleshooting, Resolving DNS and IIS issues

Miscellaneous other support functions, as needed.

Working on IT related fun projects, by outline the project, scope, test plan, design, and roll-out.

Senior System Support Analyst

Warner Brothers

May 2016 – December 2016

Strong technical and communications skills essential.

On-Board / off – Board users for internally managed applications

Respond, troubleshoot, and resolve High Profile Executives @ TWDC technical issues/questions

Managed drivers and created OSD Task Sequences for new hardware required for the PC refresh project of 6,000 laptops including Bitlocker pre-provisioning

Provide support in Windows and Mac Environments -- Win7, Win 10 and El Capitan

Support SVIP users outside of business hours via phone/email as needed

Provide exceptional timely customer service and communications to the executive users, as well as across the business segment.

Assist in the evaluation, support, and testing of hardware / software, providing all Tiers of PC, Mac, and peripheral support to executive staff according to company standards and practices.

Inform and assist across the business segment to plan and execute strategies for High profile executive level IT support.

Implemented WSUS/SCCM integration and created a monthly phased patching process.

Configure Branch Distribution point, Asset Intelligence, and Windows deployment services/PXE

Provide support in Office 2007/2013/2016/365 on Windows and Mac Adobe, FireFox, Chrome, Jabber, WebEx, Internet Explorer, Citrix

Supported Windows 7/10, 1,000+ desktops, 1600+ users, and images for multiple sites, utilized Active Directory/group policy to support and secure clients, including configuring regional settings, registry settings, SCCM client install startup scripts.

Provide remote and/or on-site user support for end user computing systems, mobile devices, software, and services, including installation, problem correction, removal/replacement, or other tasks as necessary to ensure continuation of client productivity.

Inform and assist with decisions impacting the executive desktop, and various applications tool sets.

Respond to customer requests obtained via multiple service request channels. Based on an understanding of hardware, software, systems, and peripheral technology, determine the nature of the technical problem. Implement an acceptable solution that meets the customer’s needs in a timely manner. Accurately report and track requests for services through to completion including follow up communication with the customer.

Windows Systems Administrator

Decurion Corporation

June 2015 – May 2016

Responsible for the maintenance, administration and troubleshooting of 150 Microsoft Windows 2008R2 and 2012R2 Servers, along with 500 Microsoft Workstations (including retail POS + Kiosks), 30 VMware ESXi hosts and vSphere installations, and all associated Cisco network devices.

Storage administration and daily backup operation with NAS and Acronis. Troubleshoot backup failures and restores. Troubleshooting Acronis via snapshots of the backup in the event the backup performance is slow, resulting in improved storage space and backup time.

Setup and manage Office 365, Skype for business, OneDrive for business

Setting up, managing and troubleshooting Windows Server 20008 and 2012 R2

Responsible for system design, practice adherence, and security practices and awareness necessary to maintain PCI compliance.

Troubleshooting and setting automation with Windows Powershell 5.0

Batch scripting to help with large data transfers.

Executive support for EUC

Troubleshooting, Resolving DNS and IIS issues

Responsible for the management of multiple vendor relationships on a day to day basis, including cloud service providers (IaaS, SaaS), custom application developers, outsourced DBA and Network auxiliaries, and various vendors.

Designed and deployed a VMware based architecture for each retail location; creating hardware independence, a longer hardware lifespan, and reducing potential down time in a recovery situation from 8 hours to 15 minutes.

Installed and administered a System Center Configuration Manager (SCCM) instance including inventory management, patch management, and software deployments.

Responsible for the Help Desk function within the business, managing the Help Desk personnel and the service delivery.

Responsible for instilling the necessary skills to support the business in the various roles within the organization, from the skilling up of Help Desk members to the delegation of lower tier processes and troubleshooting to business partners.

Adept at working in a high stress customer facing business where downtime of customer facing or business impacting systems is treated with priority.

Refreshed AD structure, going from 2003 to 2012 functional level, cleaning up and refreshing all group policy items, as well as creating redundancy for authentication services against a single point of failure.

Deploying and Setup of Apple IOS, Blackberry, and Android.

Establishes and maintains network user accounts, user environments, directories and security and installs network printers and queue management.

Loads and updates software applications as required.

Hardware Break/Fix (getting multiple monitors to work, docking station issues).

Windows Systems Administrator

Wipro

December 2014 – June 2015

Deploying and Setup of Apple IOS, Blackberry, and Android

Executive support for EUC

Deploying and set up of Mac OS 10.6 and Windows XP and 7

Add/modify/remove Microsoft AD users/groups

Upgraded from Exchange 2007 to Exchange 2010

Upgraded BES to comply with Exchange 2010

Manage and maintain full system backups of critical and key information on the network systems

Migrating and upgrading Citrix Servers and its components

Establishes and maintains network user accounts, user environments, directories and security and installs network printers and queue management

Expert on all versions of Citrix and strong knowledge of Citrix Secure Gateway / Web

Interface / Nfuse) and the communication between them and Citrix farm

Provide Microsoft server administration to include monitoring server status, troubleshooting issues with client connectivity, response time, server performance, backup/restore, and disaster recovery planning and testing

Delivers assistance to the level 1 and level 2 desk techs when trouble tickets are escalated to Tier 3 which include hardware software break fix, in depth research to resolve issues, upgrading servers

Working with Citrix XenApp and XenServer based environments delivering Enterprise

Scale Projects

Managing and maintaining Cisco wireless systems

Prioritize support calls using enterprise ticketing system and manage tickets with frequent updates, as well as escalating aging tickets, and trends as required

Create new and manage all existing Mailboxes and Distribution groups

Loads and updates software applications as required

KB preparation and review, Knowledge sharing & documentation

SLA compliance for tickets

Responsible for imaging workstations using the standard images

Provides telephone and mobile phone support, including voicemail and account administration, deployment/replacement of equipment

Provide remote technical support to other company locations; dispatch work to best available team member

Monitor, manage and troubleshoot using tools such as perfmon, protocol logs, event viewer, MMC, EXBPA, exchange management shell, message tracking tool, regsvr32, regedit, regedt32

Jr. Systems Administrator Consultant

Sentry Control System, Peak System Inc

July 2014 – Nov 2014

Administration, troubleshooting, and maintenance of window server 2008 and 2012 R2.

Set up User Access on Active directory, managing office 365.

Add/modify/remove Microsoft AD users/groups.

Configured and maintained Cisco ASA firewall for all client location.

Provided Microsoft server administration to include monitoring server status, troubleshooting. issues with client connectivity, response time, server performance, backup/restore, and disaster recovery planning and testing.

Install, configure, update, and patch exchange server the DHS environment.

Migrated Window 7 to Windows 8 and 8.1.

Installed, Configured and troubleshoot on Mac OS X (lion and leopard).

Help end users with basic IT, PC and software issues over the phone and on site.

Maintains quality service by defining desktop standards; establishing and enforcing organization standards.

Resolved problems by conferring with vendors, work with ISP's to configure.

WAN/Internet connections.

Operating System installation using Ghost, Image X and SCCM.

Contributes to team effort by accomplishing related results as needed at all times.

Remotely help end users with desktop and Microsoft software and OS issues.

Jr. Systems Administrator

Sentry Control System

Managed Windows Servers 2008R2 for different Site locations, setting up and maintaining Dell Servers

Implemented VMware ESX server to provide multiple virtual hardware platforms w hile keeping hardware costs and energy consumption down

Migrated obsolete hardware platforms to VMs via VMware Converter, Troubleshooting

Microsoft Servers and VMware Installed Skidata parking solution at client site (version 9-

21), and also responsible for the running of the Cisco ASA firewall on more than 15 locations Router, Firewall and Switch installation, configuration and support

Loads and updates software applications as required

Install and configure software packages for computer and hardware devices

Provide ongoing support and after warranty troubleshooting of software and hardware component

Created and maintain system documentation as related to server system design, configuration and testing

Handle Service calls directly from the service dispatcher as needed

Desktop Support Specialist

Peak Systems Inc.

Device replacement for HP desktops Lenovo Dell and MAC OS x laptops

Upgrade Memory from 1Gg to 4Gg. Upgrade Hard Drive from 80Gig to 320Gig in all machines

Performed USMT/manually Backup and restore customer data, settings, favorites, mailbox, calendars & signatures

Installation, upgrade, configure, and deployment of Windows 7 OS Dual Monitors, MS Office 2010

Re-Map all Network Printers and shared drive access

Reconfigure user access permissions, windows firewall security, domain and shared access permissions

Imaged desktop and laptop with Bit Locker enable

Sr. Desktop Support

Small Business Development Center

August 2012 – December 2013

Installed software and hardware for all new and existing users for on-site PC and Mac

OS X clients

Monitoring website to ensure all links are functioning properly

Document all problems in "knowledge base" to assist with future troubleshooting situations.

Focus tirelessly on resolving issues as quickly as possible and on maintaining highly positive communication with staffs

Software Installations (Office, Adobe, VPN)

Port Troubleshooting (determine if a port is hot, determine if it’s on the correct VLAN)

Hardware Break/Fix (getting multiple monitors to work, docking station issues)

Update website with calendar entries of upcoming SBDC trainings and events

Load articles about the SBDC to the website

Configuring projectors and laptops for keynote speeches using PowerPoint and Keynote

Desktop Support

Pathfinder International

January 2009 – December 2010

Upgrade and installed Mac OS X lion operating system.

Windows 7 Migration project using WET for 38 laptops, and USMT for 80 Desktop computers

Installed Configured and troubleshoot on windows 7

Break/fix Support to Dell, Lenovo ThinkPad and HP laptop

Monitor network infrastructures and configure networks

Manage IT Data Center infrastructure storage and backup for more than 80 users

Recommended modifications to improve speed of operations and system security measures

Configured servers to meet specific requirements, including hard drives, memory, planners, video cards and load software

Perform First Level Hardware/Software Maintenance on PCs and Network Printers

Provide Technical Support to users on Office suites (Word, Excel, Access, and Outlook)

Support various databases used and ensure they are regularly backed up (IFP-Ford

Access DB, DHIS-DB, PPH-Google Docs and COMPASS-Cold Fusion/SQL Server)

Support Microsoft Exchange users on the Pathfinder’s Active Directory enterprise

IT Infrastructure Network Design, Acquisition, Setup and Implementation

Education / Training

College of the Canyons, Santa Clarita

AS Degree / MCITP Courses

February 2011- Present

Taking courses toward an Associate Degree in Computer Networking as well as courses towards Microsoft Enterprise Desktop Support Technician

Abuja School of computer Studies, Abuja, Nigeria

National Diploma in Computer Science

CERTIFICATIONS

CCNA (first time expired in 2012, then got recertified and recently expired 2015, looking to get recertified once again)

MCITP Windows 2008 Server



Contact this candidate