JEFF EASTEP

D E S K T O P E N G I N E E R / N E T W O R K A D M I N I S T R A T O R

MCP+I MCSE Certified LAN Desk Engineer CompTIA A+ Network+ I-Net+ Security+ ITIL v3 Foundations FCC CONTACT

407-***-****

ac7v0q@r.postjobfree.com

Orlando, FL 32837

linkedin.com/in/jeastep

KEY SKILLS

Customer Service

Hardware Support

IT Help Desk

LAN/WAN Administration

Migrations / Upgrades

Network Security

Process Improvement

Project Management

Software Support

Systems Integration

Telecommunications

Training & Mentoring

EDUCATION

Master of Science (M.S.)

Information Technology

CAPELLA UNIVERSITY

Capstone Project:

LANDesk 8.7 Upgrade

Bachelor of Science (B.S.)

Information Technology

Capella University

Emphasis: Networking

PROFILE

Collaborative, adaptable, and technically savvy Information Technology professional with 15+ years of expertise in Desktop Engineering and Help Desk roles. Provide process-oriented direction with a proven track record of overhauling processes for efficiency, reliability, and quality improvements. Strong Project Management and Team Leadership skills for Network, Hardware, Software, and Security. Master of Science degree in Info. Tech. PROFESSIONAL EXPERIENCE

Manager of Desktop Engineering / Senior Desktop Engineer / LANDesk Administrator // 2014 - 2018

HOUGHTON MIFFLIN HARCOURT INC., Orlando, FL

Global educational media firm providing textbooks and digital media. Oversee all aspects of desktop infrastructure, network security, software upgrades and support for 3,300 PCs. Manage 250+ software packages, patch rollout to desktops, and build Win 10 images for 20+ hardware models. Manage a direct report responsible for Mac network and desktop support. Administer LANDesk for 3K+ desktops/laptops, anti-virus for 4K+ nodes, VMware DaaS VDI for 105 VMs using 5 gold patterns/images, McAfee EEPC encryption, Adobe Creative Cloud console with 590 seats, and Microsoft BitLocker/MBAM. Achievement Highlights:

Achieved approximately 99% network uptime (never down for more than half-a-day) even during migration from LANDesk to SCCM.

Led the implementation of a Win 10 pilot program on 500+ machines within an expedited schedule. Identified key requirements from business stakeholders, built hardware-independent custom images, tested on critical applications, and developed upgrade methodology.

Automated tracking of 3K+ licenses by spearheading the company’s 1st formal software licensing tracking system leveraging ServiceNow. Delivered $30K in immediate savings and reduced potential liabilities.

Recommended and migrated organization from SCCM to LANDesk with zero business disruption while reducing costs.

Migrated organization from McAfee Endpoint Encryption to Microsoft BitLocker for Win 10. Trained technicians and documented processes.

Developed an on-demand upgrade with LANDesk for 2,700+ users to migrate from Office 2010 to Office 365 at their convenience.

Coordinated the integration of Bomgar remote control into Service Now. Drove the importing of over 50k hardware assets into Service Now and standardized a framework for moving forward.

Deployed a remote MDT server with dedicated VPN tunnel at CDW vendor that enabled the receipt of new image-ready hardware.

Performed numerous data recoveries from crashed encrypted drives after work-hours, saving about $15K by eliminating hiring consultants. j e f f e a s t e p / / P A G E 2 // 4 0 7 . 7 9 1 . 4 2 8 3 // J e f f . e a s t e p @ g m a i l . c o m Desktop Engineer / Desktop Services Specialist // 2004 – 2014 HOUGHTON MIFFLIN HARCOURT INC., Orlando, FL

Recruited as a Desktop Support Specialist and promoted to a Desktop Engineering role in recognition of outstanding performance. Provided desktop engineering to 5 offices with 2,000+ end users and internationally dispersed sales team. Managed 2 Microsoft System Center Configuration Manager (SCCM) instances in US and Dublin with 4,000+ PCs and 250+ software packages. Directed team in the utilization of SCCM and LANDesk for full spectrum of needs. Delivered informational presentations to audiences of 150+ at annual conference on desktop solutions. Achievement Highlights:

Project Lead for on the migration of 2K+ PCs onto a new Active Directory domain. Traveled to Dublin as a subject matter expert to oversee the migration of 75+ PCs onto HMH domain.

Project Lead for completing a major Win 7 migration (700+ XP machines via SCCM) within a short timeline to beat the XP EOL deadline. Achieved a $500k savings by executing in-house migration strategy.

Project Lead for team of 10 in upgrading 140+ sales force laptops in less than 48 hours. Built a process with safety checks and balances and a customized backup/transfer script to ensure adherence to standards.

Managed 5 technicians in migrating 240 salesforce reps from Lotus Notes to Outlook in under 72 hours.

Replaced LANDesk with SCCM. Migrated 2K computers onto a new management platform within 10 days, established primary/secondary site servers and WSUS, and built 75+ software packages.

Replaced existing antivirus software with Kaspersky, achieving more than 70% savings and reducing malware issues by 90%. Converted 4K+ nodes in less than 6 months.

Built a new QA lab platform for 14 desktops with custom image from scratch from client specifications. Implemented PXE capability so that the lab computers could be re-imaged with minimum effort.

Awarded “Above and Beyond” prize for exceeding expectations and delivering superior client service. Desktop Support Technician // 2002 – 2004

COLEMAN TECHNOLOGIES, ORLANDO UTILITIES COMMISSION (via BTG Inc.), Orlando, FL Delivered Tier 1 and Tier 2 desktop support to 900+ users at 6 locations. Deployed HiPath call center software to 50 users. Established a reliable fiber optic connection at 2 outlying buildings previously served by dialup. Achievement Highlights:

Recognized for consistently responding to the most calls and achieving the highest closure rate among DSTs.

Oversaw the relocation of 12 mission critical servers to a new data center within a 3-hour outage timeframe. Installed pre-wired data racks and brought online a new remote console and KVM over IP unit.

Planned and implemented an organizational relocation for the customer service team. Desktop Support Team Lead, Desktop Support Technician // 2001 – 2002 TEK SYSTEMS INC., Orlando, FL

Contributed to a large-scale hardware refresh project throughout 30+ locations for Florida Power Corporation. Achievement Highlights:

Provided team leadership for the implementation of new Agilent mobile phone signal tracking software.

Deployed software upgrade images (various Windows NT 4.0 and XP configurations) to 1,000+ desktop users. ADDITIONAL EXPERIENCE: U.S. Air Force, Honorable Discharge TECHNICAL SNAPSHOT

OS Win 7, Win 8, Win 10, Server 2008, Server 2012, Server 2016 Group Policy TOOLS LANDesk, SCCM, USMT, MDT, BitLocker/MBAM, McAfee EPO, Kaspersky, VMware, Desktone, DaaS, ITIL

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