Desktop support/system Administrator

Michael Derek Knauss

*** ****** ****, *****, *********** 39208

601-***-**** (cell)

*********@******.***

OBJECTIVE

To obtain a challenging and rewarding position in which I may utilize my 15+ years ‘experience and proven ability to create and deliver solutions tied to business growth, organizational development and systems/network optimization.

Skilled problem identifier and troubleshooter comfortable managing systems, projects and teams in a range of IT environments. And professional background, management skills, and commitment to computer technology

SKILLS

Microsoft exchange2003,2007,2010,2013; Office Suite 2003, 2007, 2013, 2016; Adobe Acrobat; Service Now; Splunk; Virtualization; Active Directory; Websense; McAfee, Symantec, Sophos and Trend Micro Anti-Virus Software; VMWare ESX server; Virtual cloud environments (AWS,Azure,etc.);SCCM; Fax Advantage; SharePoint; Network; DHCP; TCP/IP; DNS; VOIP; Peregrine Service Center, Network Infrastructure; Webservers; Lotus Domino and Notes platforms ; BMC; Image X; Symantec Ghost; Problem solving; Security; Citrix

SUMMARY OF CERTIFICATIONS

Websense, A+, WSGA v7.8, VCAP classes, Krone, IBM, Panasonic equipment Siemens, and Fiber optics

EXPERIENCE

Leidos 2018-Present

Technical Supervisor Clinton, MS

Building, utilizing and motivating teams to resolve complex technical problems and improve processes.

Pro-actively planning for the technical demands of any projects utilizing tools such as Service Now, SCCM, Splunk etc..

Managing the design, development, integration, testing and implementation of products.

Scheduling of Agents for rotation to suit the needs of our call volume and SLA’s .

Supervising development teams and created in house Tier II technical team to handle any fall over from tier 1.

Making sound decisions about how to achieve set targets from different stages of SLA’s, software patch pushes, and updates to all software or hardware within the environment

Keeping documentation up to date for the agents, application updates and patches, different OS images and daily reports ran on the agents tickets using a method that I created that caused the ticket number to drop by 45%.

Administrator to different Admin consoles such as MacAfee, Skype, Active Directory, SPLUNK, Software Center and PureCloud.

Providing advice to agents on how to get better first call resolution and documentation within SNOW.

Interacting with other multiple professionals and departments to ensure all process and procedures are up to date. Plan corporate wide rollout of new products including any applications, software, antivirus, Microsoft Office products etc.

Overseeing and managing all product quality functions to ensure the end-users are able to do their job and stay up to date within the corporation

Created maintained and deployed images ranging from WINXP, WIN7, and WIN10, Modified answer sheets, injected drivers, built IE packages to stay current and up to date with all new technical enhancements that come out.

Maintained several EPO servers from McAfee as well as deployed any patches or clients/consoles needed to servers or end-users machines both locally and remote.

Trustmark National Bank 2012-2017

PC Analyst II Jackson, Mississippi

•Provide successful and efficient computer hardware and software installations, upgrades, support and patches to machines/software needed by any department within Trustmark

•Assist with the preparation and distribution of district computers utilizing imaging technology

•Maintain current security and anti-virus solutions and apply relevant security patches and fixes to computers as necessary

•Work from an assigned ticket work queue for tickets assigned to me as well as my Department

•Work on and install virtual networks as well as virtual machines and storage servers

•Create tickets for subcontractors as well as assist them in the field on all computer related issues

•Maintenance fax advantage server, SharePoint server and image creation using ImageX

•Install, maintain and manage VPN, encryption and wireless on all laptop and desktop PCs Travel to branches to troubleshoot and fix all problems that arise within that branch

•Order hardware needed to replace bad parts or needed to install upgrades for all Computer equipment

Affiliated Computer Services 2007- 2012

IT/Desktop Support Administrator Ridgeland, Mississippi

•Assembled and installed a wide variety of computer systems, workstations, and peripheral hardware

•Performed hardware and software installations and provided high-level training, and technical support

•Analyze problems to identify significant issues and apply the appropriate procedures

•Assist in the deployment, implementation, and support of imaging hardware and software

•Analyze DSL modems, printers, PC’s and laptops

•Troubleshoot imaging hardware including scanners, servers and any and all components within laptops and desktops

•Operate, maintain and troubleshoot laptops, desktops, scanners, printers, laser & line printers, faxes

•Respond to calls for technical support or to service/repair/install, servers, modems, PC software, cables, connectors, data jacks or printers

•Monitored and maintained the queue by responding and resolving telephone and email inquiries in a prompt, accurate, and courteous manner

•Created and update tickets and tasks in ticket-tracking software, Service Center Peregrine

•Created documentation for procedures that need to be used for later use

•Responsible for configuring workstations, installing software, and diagnosing & troubleshooting network and desktop problems

•Maintained Active Directory for the various applications that the user has access to supports over 200 users, support any and all hardware and software associated issues

•Remote Desktop into remote users machines

•Provided back-up support for Senior imaging Technician, as well as Network System Engineer

•Helped Banking Department Transfer ACH file(s) to bank. Phone/PBX support VPN RSA token for remote users; DHCP; TCP/IP; VOIP; McAfee.

IST 2006-2007

Field Service Engineer Ridgeland, Mississippi

•Installed Electrical and Optical Ethernet using T-1, T-3,OC-192 and DSO

•Test EXFO

•Installed and serviced all point of sales systems for major corporations such as McDonalds, Blockbuster, Cold stone Creamery, etc.

•Upgraded Software and Hardware using DOS, GHOST and many other software components

•Upgraded hardware that consisted of re-imaging hard drives, replacing hard drives, and full service to any other computer related problems that occur

•Upgraded to all E-Learning stations affiliated to McDonald locations in most of the Southeast

•Keeping up with Time and duties, as well as purchase necessary tools and supplies to manage that particular job

•Provided leadership and experience to a team of six employees working at times over 20 hours per night

EDUCATION

Hinds Community College Jones Junior College

Pearl, Mississippi Ellisville, Mississippi

General Studies, 2000-2001 General Studies, 1999-2000

References available upon request

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