Desktop Support Office
Resume:
Gene McDonald
Apartment # 23040
Frisco, TX 75034
**************@*****.***
Experience
PC Coordinator
HCL Americas, Frisco Texas 08/2018 - Present
Asset management, refreshes, quarterly inventory, desktop support, imaging SCCM
Service Now, Remedy ticketing systems. Windows 10, 7, XP, NT. Office 365. 2016, 2012, 2010. Light networking, Deployments, AD, Remote Desktop,.LandDesk HW/SW troubleshooting, A/V equipment, works with C – level to contractors.
Lead Technician 10/2016 – 08/2018
Deans Foods, Dallas Texas /V-Dart
Break Fix, Roll outs, Imaging, Windows NT, 2000, XP, 7, 8, 10. Light Networking, Active Directory, Asset Management, Anti-Virus, HW/SW, Troubleshooting, Remedy, Ocean, RDT, Bomgar, Phone installations, Deployments, Installations, A/V.
Deskside Technician work done with Remote Tools. Incident Management, Remedy Ticketing System, Exchange. Land Desk
C-Level Executive Service and Support. W10, 8, 7, XP, Office 365, 2016, 2013, 2010, 2007
Desktop Support Lead Technician 08/2016 – 09/2016
Goldman Sachs Information, Irving Texas/Stefanini
Management skills and also worked on Break-Fix, Troubleshooting, Deployment, Workstation, Desktop, Laptops, Tablets, Thin Clients, Phone configuration, Basic Networking skills, Deskside work in satellite locations. Remedy Ticketing System. Incident Management. LanDesk
HW/SW upgrades, Repair, Imaging, PXE, Basic SCCM, Toning and Troubleshooting Networking issues, various anti virus removal and malware.
Bomgar, C-Level Executive Service and Support. W10, 8, 7, XP, Office 365, 2016 2013, 2010, 2007
Desktop Management Support 06/2015 – 07/2016
General Dynamics/Consultis, Dallas Texas/Consultis
A role dedicated to maintaining technology in Active Directory, Imaging, Asset Management, and Mid-Upper management skills in SCCM, Moderate Networking, Software, and Hardware roles. Remedy Ticketing System. Incident Management.
Active Directory, Desktop Support, Desktop Server Management. Deskside work replacing with new parts for desktops and laptops. LanDesk
C-Level Executive Service and Support. Bomgar, W10, 8, 7, XP, Office 365, 2016, 2013, 2010, 2007.
Desktop Support Specialist 11/2013 - 05/2015
Raytheon, McKinney, TX/Volt
State of the art U.S. Defense systems, CIS, and DHS divisions Configuration of Computer Systems, Desktop Support, Deskside Support working with various sites and ordering parts to replace faulty parts and escalating to proper groups for software updates and patches. Incident Management, Remedy Ticketing System.
Active Directory Administration, Mid-Light Networking, McAfee Security, Cable Management, Server Software Updates, Work Stations, Laptop, and Desktop Support as well as A/A, Asset Management, Break-Fix, Updating Images, Remedy, C-Level executive support, Networking, New Hires, Upkeep of Small Servers, supporting over 1000 End Users.
Light Citruix. Office 2013 and 2010. Call Center and Service Desk as well as Junior System Administrator experience with Remote Desktop, Phone calls, and in-person with the end users.
Support for Blackberry, IPod, I Phone and Android Phone and mobile device
Desktop Support Tiers 2 and 2.5 02/2010 – 11/2013
Unisys. Addison and Dallas TX
Multi-tasking in troubleshooting Tiers 2,and 3 issues, escalations and reconfigurations.
Configuring IP phones (cisco), network troubleshooting and network connectivity.
Diagnosing hardware and resolving software incompatibility issues and patches.
Wireless and Wired LAN support, AD, ASD, DNS, VPN client issues, racking and cable management, asset management, ordering and shipments.
Office 2013-2010, Active Directory and IP management of addresses, Operating Systems and configuration, creating, updating, and managing Images / Re-Images. Onboarding New Hires and Contractors.
Familiar with security systems such as Symantec, McAfee, CommVault, Malware/Spyware protection.
Server maintenance, asset management, Office 2003/2007 support, PointSec/CheckPoint.
PGP encryption-decryption, Oracle, hardware/software installs, servers, desktops, workstations, Remedy, SOL (Lotus Notes), Manage Now, TrackIT, Heat, HP OpenView (peregrine) for Asset Management, scripting, registry editing.
Macintosh support and configuration, extensive Refreshes for over 4000 end users from C-Level to standard employees.
Hardware Installations and configurations.
Executive Level C Level and Executive EVP, SVP, and VP management and support,
IPhone-PDA-Blackberry, IPad support and mobile configurations. Light Citrix Mac OSX and Mac Support.
C-Level Executive Service and Support.
Technical Coordinator/Desktop Support Specialist 02/2009 – 02/2010
City of Dallas, Texas/CoreStaff
Manage and assign all deployments, service calls, ticketing, parts, resolution of hardware-software installations and updating, assign refreshes-migrations, password resets, active directory, VPN, Remote Desktop, drive mapping, networking, Imaging, manage and assign break-fix to technicians, DNS, CICS, connectivity issues, Workstation, Desktop Printers, Manage SLA, Hardware and Software upgrades.
Deploying Refreshes with Replacements and Data Transfers for over 7000 employees at over 230 City Sites including Mayor’s office, Fire Department, 9-1-1, C-Level, utilizing PXE w/Ghosting.
Configuration Manager with ASD for Refreshes and Replacements and also asset management with Remedy.
Fire Chief, Chief of Police, Mayor’s office, C-Level Executive and EVP, SVP, and VP support and management. LanDesk.
Office 2010, 2007. Software and Hardware resolutions, Mobile Device Configurations with BlackBerry, Iphone, Samsung mobile support.
Systems Analyst 10/2008 – 02/2009
Hyndia Financial/Peyton, Frisco, Texas
Active directory, remote desktop migration, manual push-pull migration, break-fix, encryption assign-designate, upgrades, hardware-software installation and maintenance. Robocopy migrations. Executive Support, mobile devices, C-Level and EVP, SVP and VIP.
Assigning and reassigning computer names and addresses. Assist users in troubleshooting, remote desktop, and configuration. Replacement-Refrehses-Rollouts to more than 3000 end users.
Raytheon Asset Management including, ticketing, and management database software manipulation and assigning.
Systems Analyst/Technician Level 2 07/2008 – 10/2008 Alcatel-Lucent (IBM), Plano, Texas
Responsible for Imaging and Re-Imaging Workstations, Laptops, and Servers with installs, domain name and data migrations, HP OpenView (OVSD/Peregrine) ticketing assigning, resetting passwords, Altiris (database), and Break-Fix. Imaging with Robocopy, Ghost, and Altiris. Deployment –Replacements – Refresh using imaging for use in defense computers.
Train new hires in AD, Domain and Imaged Migrations.
Set up, configure, reset VPN, Remote Desktop, Push/Pulling manual data, PST, Outlook, DOS programs, Web Server Programs, and manual Data pulls from Legacy to New Systems. Office 2007.
Hardware and Software Repairs, Installation, Maintenance,
Data Recovery, User Support, Working alongside with Vendors and other Alcatel-Lucent Technicians. Remote Desktop, Phone Support.
Site Leader/Technician 10/2007 – 06/2008
Dell-Department of Homeland Security DHS, Austin, Texas
Traveling throughout The United States, Puerto Rico, Hawaii, and Virgin Islands to Homeland Security Sites installing new systems, refreshing, fixing, imaging/re-imaging workstations, laptops, installing/de-installing, AD migrations, ticketing with Dell’s own system and data wiping. Networking with hubs, switches, and assigning leases. Nationwide Refreshes of DHS sites using Dell workstations, laptops, desktops. Office 2007.
Responsible networking connectivity, AD Domain Names and Migrations, Password and Password Resetting, Push/Pull Migration utilizing Dell’s custom DHS-designed high security software.
Manager/Supervisor 02/2004 – 09/2007
McDonald Computer Systems, Westland, Michigan
Monitored all service calls and dispatched them to the Technicians. Serviced all clients with monitoring of all operations at their worksites.
Designed and constructed systems, networking, services, and maintenance around the client’s needs.
Refreshes with Ghost migrations. Remote Desktop and manual data transferss
Built, installed, configured, and maintained workstations, servers, and tape backup systems.
Oversee Technicians at Client’s Sites; Order all new parts, peripherals, and systems when legacy systems were salvageable.
Organizing with client’s security persons and preparing/planning to work, maintenance, and fix issues after working hours and on weekends.
Education
University of Michigan, Ann Arbor Master’s degree awarded May 1995
Academic Honor Certificate for 4.0 GPA
Eastern Michigan University Bachelor‘s degree awarded June 1993
Gold Key Honor Society
Phi Kappa Beta Honor Society
Academic Honor Certificate (four years consecutively)
Dell Certifications
Dell No.702 Managed Tech Lead
Dell DCSE Reg. Technician No. 496
Dell No. 577: Wireless Technology – Certification
Dell No. 709: DSP On-Site Troubleshooting w/Power Tester
Dell No. 685: DMS (Non-DSP) Client Soft skills
Dell No. 702: Managed Tech Lead Certification
Skills
Software:
MS Office-Outlook 2000, 2003, 2007, 2010, 2013 Xen-Citrix, Lotus Notes, Refreshes, Data Migration
Imaging- Ghost, Ghostcasting (pxe-network), Altiris, RoboCopy, Adobe Acrobat, Adobe Photoshop
MS OfficeSuite: 2000-2007, XP (32 and 64 bit), Vista (32 and 64 bit), Windows 7. Macintosh OS 6.0 - 10, X-Serve, Driver Installations-Updates
Firewalls / Anti Virus: AVG, Symantec, Norton, McAfee, Avira, Comodo, LIS,HL7 & 360 care,, Encryption Software-PGP/PointeSec, CheckPoint, MS Steady State. Asset Management-Altiris, HP OpenView.
Anti-Spyware and Malware: PC Tools Spyware Doctor, Super, Spybot, AVG, WebRoot Spy Sweeper, LavaSoft.
SLA & Ticketing: Remedy ITIL and Remedy (previous versions) TriActive / UniCenter / Heat / Peregrin/ OpenView.
Networking:
Wireless N, G+, G, A, B, LAN/WAN, Routers, Switch, VPN (cisco, varc), Managed and Unmanaged Switches, Hubs, Firewalls, Cisco (basic), 3Com, TCP/IP, Active Directory, Static IP and DHCP IP, Static Printer Servers-Servers, DNS, Cable Management, LAN drops installing and testing.
Remote Desktop: Windows XP, DameWare,
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