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Engineer Desktop Support

Location:
Beaverton, Oregon, United States
Posted:
February 01, 2019

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Resume:

Robert Gene Andrade

503-***-****

ac8daf@r.postjobfree.com

Summary

Certified End User Support Specialist, Desktop Support Engineer, and Network Support Engineer with CompTIA A+, Network+ and Security+ and Microsoft MCDST, MCP and MCTS Certifications.

Helping companies keep users productive, minimize IT costs and protect company IT and data assets.

Skills include Network Support, Desktop Support, PC Hardware and Software support, Junior Server Administration and Security Analyst.

Ready to join an organization where IT management can make a significant difference to business success.

Technical Skills:

Operating Systems: Windows Client (XP – 10) Server (2003 – 2012), Mac OSX, Linux.

Hardware: Intel Desktop and Laptop, Apple Desktop, Laptop, and Mobile Device, PC and Mac Component maintenance and replacement, Component Isolation.

Networking: TCPIP, Switches, Routers, LAN, WAN, Wi-Fi.

Data Backup Solutions: Asigra, Symantec, Windows Backup.

Remote Support Tools: SolarWinds, N-able, MSP Anywhere, Windows RDP, ScreenConnect,

Programming/Scripting: Python, Windows Batch, VB.Net, C++, HTML, CSS.

Security and Authentication: Symantec, McAfee, Webroot SecureAnywhere, Software Based Firewalls.

Virtualization: VMWare, vSphere, VirtualBox, Hyper-V, Citrix.

Business Tools: Microsoft Office 2003 – 2016 and O365, Atlassian Jira and Confluence, ConnectWise, IT Glue, Citrix Secure Hub - Mail.

Other Skills: Active Directory, Group Policy Management, LDAP, Mobile device support (Apple, Android, and Windows).

Professional Experience:

Volt, Portland, OR Nov 2018 – Dec 2018

Identity and Access Management (IAM) Analyst

Perform user account provisioning (the enterprise-wide configuration, deployment and management of multiple types of IT system resources, which are applied to monitor user and customer access rights and privacy while ensuring enterprise resource security) and de-provisioning (from and freeing up resources reserved by end users and their file transfer workflows. Rapid removal of access upon termination or end of contract is key to our organization) of business and enterprise applications, authentication sources, and data stores; ensuring access is appropriately approved by stakeholders; entitlements are accurately granted, modified, or revoked; and actions are auditable for regulatory compliance.

Prepare user compliance and validation reporting for process improvement, internal and external audits, and regulatory compliance.

Identify and correct potential permission violations across managed application and data stores.

Monitor request and ticket queues to ensure approved modifications are fulfilled in accordance with defined service level agreements.

Analyze audit findings and implement corrective actions.

Maintain knowledge of current security best practices and ability to work with the organization to implement measures to protect corporate identities, network, and data.

Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes.

Follows all company’s policies and procedures, compliance regulations, and completes all required annual or job-specific training.

May be asked to coach, mentor, or train others and teach coursework as subject matter expert.

PGE, Portland, OR February 2018 – June 2018

IT Service Desk Analyst II

Responsible for supporting the functions of the PGE IT Service Desk.

Primary point of contact for employees to report issues and request IT Services.

Provides tier 1 support for Incident resolution, process management, and process fulfillment and determines escalation. Analyzes requests for services and coordinates the handoff of work with other groups.

Processes computer access requests and provides communications to employees for IT events and planned downtime.

Received telephone calls, emails and texts for Tier1 support.

Apply diagnostic and troubleshooting user issues and documenting resolution.

Process user access using agreed Identity Management procedures.

Consult with Service Desk Planners on equipment and software requests.

Account management with Active Directory

Managed O365 User accounts.

Beyondnet Solutions, Clackamas, OR September 2017 – November 2017

Systems Engineer

Managed Services Systems Engineer responsible for round the clock monitoring, maintenance, incident response and direct client contact allowing for minimum downtime for clients ranging from credit unions to health care providers.

Ensured user accessibility through Active Directory Domain Administration in a Windows Server (2008 – 2016) Environment.

Created Functional and Role based Groups to assign access to company resources.

Managed all user account management within Active Directory including creation, resource access, profiles, group inclusion and departure.

Resolved potential malware activity using a variety of tools including Malwarebytes.

Initiated patching of server and workstation operating systems; ensuring peak performance of network Utilizing SolarWinds N-Able Monitoring tool.

Provide first level triage for all end-user issues through tickets, email and phone contact.

Using N-able and MSP Anywhere for auditing of client network infrastructure thusly identifying updates and upgrades to ensure maximum efficiency.

Maintained client data integrity through managing, auditing and restoration of data thusly providing disaster recovery.

Remotely executed new user setup of client computers including installation and setup of client and vendor specific software.

Managing documentation through IT Glue and verifying their efficiency.

Creating documentation in IT Glue to match newly discovered issues and solutions.

Utilize PowerShell to run maintenance scripts and verify detailed registry entries

Managed O365 User accounts

Structured Communications, Clackamas, OR April 2016 – July 2017

Systems Engineer

Managed Services Systems Engineer responsible for round the clock monitoring, maintenance, incident response and direct client contact allowing for minimum downtime for clients ranging from credit unions to health care providers.

Ensured user accessibility through Active Directory Domain Administration in a Windows Server (2008 – 2016) Environment.

Created Functional and Role based Groups to assign access to company resources.

Managed all user account management within Active Directory including creation, resource access, profiles, group inclusion and departure

Utilized group policy to customize the user experience and allow resource access.

Provide first level triage for all end-user issues through tickets, email and phone contact.

Resolved potential malware activity using a variety of tools including Malwarebytes.

Initiated patching of server and workstation operating systems; ensuring peak performance of network Utilizing SolarWinds N-Able Monitoring tool.

Proactive repairs of application and hardware issues thusly reducing downtime before it became an issue using remote access tools.

Using N-able and MSP Anywhere for auditing of client network infrastructure thusly identifying updates and upgrades to ensure maximum efficiency.

Patching client network remotely using N-Able, following vendor instructions and ensuring setting restoration to maintain network usability.

Migrated users from McAfee SaaS to McAfee Endpoint Security thus ensuring up to date virus and malware protection.

Maintained client data integrity through managing, auditing and restoration of data thusly providing disaster recovery.

Provided immediate application support to customer specific software ensuring high customer productivity level.

Remotely executed new user setup of client computers including installation and setup of client and vendor specific software.

Managed workstation application installation, access and upgrades through Group Policy Application Management.

Managed Computer access and authentication through Group Policy Management.

Maintaining customer records within ConnectWise as well as responding to tickets generated inside ConnectWise by our remote monitoring tools.

Utilized PowerShell to create users using an excel spreadsheet as well as assigning users to groups.

Created scripts to run on local servers for maintenance using PowerShell

User account management with Active Directory

Managed user accounts in o365

Thetus Corporation, Portland, OR June 2014 – August 2015

DevOps/Desktop Support Specialist

Responsible for all levels of user support and maintenance. Part of a team responsible for supporting a startup development company using a Scrum/Agile Framework.

Responsible for all aspects of User Account Management.

Provide support for internal customers at all business levels and locations.

Remotely supported end-users throughout the country with technical issues.

Installed, Configured and maintained Office Equipment: Printers, Phones, and Fax Machines.

Initial setup and continued support of Mac OSX, Linux, and Windows workstations.

Transitioned 200 users from old LDAP to New LDAP creating efficient authentication process.

Implemented a Jira Workflow that made project transitions effective and efficient.

Provided Mobile Device management (Apple, Android) Configuration, Setup and Maintenance.

Collaborate with System and Network Administrators to maintain network stability.

Reduced the number of users within JIRA and Confluence slashing renewal license cost, saving the company $8,000.00 per year.

Reduced intermittent Network outages by the creation of a System Maintenance process.

Implemented an Employee Departure Process; saving the company 3 hours per person.

Reduced system downtime by 15 minutes per project by the application of heuristic testing to IT Services.

Instituted a new Company Password Policy based on industry standards to match our growth.

Created a Password Generator using Python in conjunction with our New Password Policy.

Created and Instituted an Asset Management Policy with documentation, reducing asset entry by 15 to 20 minutes per asset.

Maintained thorough and complete documentation of all incoming issues and their resolution.

Maintained User accounts for Gmail and Google Drive through Account Admin tool

Intel, Hillsboro, OR March 2011 – Feb 2014

Desktop Test Technician

Responsible for fulfilling medium to large industry conventions with desired number of systems (300 -400 each)

Tested Functionality of 300+ Desktops with Intel I-86 Architecture prior to departure and restock.

Ran PowerShell scripts which cleaned desktops upon return and verified integrity of registry entries.

Responsible for imaging PCs’ running Windows Server 2008 and Windows Client 7 - 8.

Ran batch scripts which installed Intel authorized applications.

Initial Troubleshooting using component isolation techniques and known issue documentation.

Maintained quality of desktop service through component upgrade and testing.

Assisted technical marketing engineers in process document testing and validation.

Teamed with other test technicians and technical marketing engineers to complete complex convention orders.

Worked with Technical Marketing Engineers to customize user experience through Group Policy.

Ensured that documentation created by TMEs matched the actual task completion steps.

Installation and configuration of Operating Systems (Windows and Linux) on large numbers of computers per Convention Order

Installation and configuration of Intel authorized security protection software

User Account management with Active directory

FreeGeek, Portland, OR Aug 2010 – Jan 2011

Volunteer Build Technician (unpaid)

Part of team ensuring that recycled can be reclaimed for donations or resale to public. Volunteer at facility that provides recycling services to the community to ensure that all systems disposed of are done in an environmentally way.

Restored recycled computers by replacement of defective components through component isolation and flowchart usage.

Teamed with other test technicians to evaluate reusability of recycled computer systems.

Successfully restored 10+ systems daily for the purposes of software installation.

Installation, configuration and testing of Linux Open Source software on previously tested and restored systems.

Allocated systems for donation to various charities and local facilities as well as for resale to the public.

HeyPCGuy, Hillsboro, OR June 2010 – April 2011

Computer Support Technician

Technical team member charged with solving off hour technical issues for small to medium business clients and their staff through remote measures.

Provided responsive and professional remote hardware and software support.

Remote configuration of Active Directory Users and Computers.

Developed and implemented support solutions with obtainable goal of returning clients to expected state of productivity.

Maintained high performance expectations of various Windows, Mac, and Linux Operating systems.

Secured systems through installation and configuration of client-side security and protection software.

Performed remote network maintenance, configuration and upgrade to ensure expected connectivity performance.

Provided professional warranty support of all HP and Apple systems.

Initiated clean-up and repair of Microsoft Office products.

Protected devices from Malware using a variety of tools including Malwarebytes, Spybot Search and Destroy and McAfee.

Connecting Point Computers, Bend, OR June 2006 – April 2010

Computer Support Technician

Part of team providing exceptional technical support and training to the population of Central Oregon (Deschutes County) both end-users and business.

Provided responsive and professional hardware and software support in person, over phone, remote and email.

Supported Client/Server Hardware through installation, configuration and upgrading.

Developed and implemented hardware and software support solutions.

Provided professional warranty support of all HP and Apple systems.

Ensured operability of various operating systems from Mac, Windows and Linux.

Maintained system integrity through installation and configuration of various security and performance software.

Supported small to medium networking hardware and software environments to maintain or improve network connectivity and customer productivity.

Migrating users from one version of office to another and ensuring flawless transfer of user data.

Provided exceptional support to clients of all business levels remotely, in-person, through e-mail and chat.

Provided responsive and professional hardware and software support in person, over phone, remote and email.

Supported Windows, Mac OSX and Linux Client/Server Hardware.

Setup and maintained Windows 2000 and 2003 Active Directory Environments

Developed and implemented hardware and software support solutions.

Insured operability of various operating systems from Mac, Windows and Linux.

Supported Apple, Android and Windows Mobile devices.

Maintained thorough and complete documentation of all incoming issues and their resolution.

Education

Portland Community College, Portland, Oregon (2014)

oAssociates of Applied Science – Computer Information Systems (complete)

Portland Community College (2013)

oCareer Certificate – VB.Net Programming

Certifications

CompTIA A+,

CompTIA Network+

CompTIA Security+

Microsoft MCTS – Windows Vista

Microsoft MCP and MCDST – Windows XP Pro

National Career Readiness Certification – Gold



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