Management Software

Jason J. Howard

*** ***** *** • Bronx, NY ***** • 917-***-**** • ********@*******.***

EDUCATION

Bachelor of Science, Information Systems Management, May 2004

Auburn University, Auburn, AL

• Electives: Database Management Systems and Systems Analysis and Design

RELEVANT WORK EXPERIENCE

Information Technology Coordinator, April 2013 present

The Juilliard School, New York, NY

• Administered comprehensive help desk support (Tier I,II) for problems and service requests related to PC/hardware,

software and peripherals for 2000+ users – MS Windows 7, MS Exchange 2007, MS Office 2010, Mac OS X 10.8

• Directed the day to day operations of the IT Helpdesk by overseeing the distribution of helpdesk tickets amongst

members of the User Support group

• Assisted in managing Active Directory users, groups, printers, rights and permissions, group policy for 4,000+ node

network

• Partnered with managers from other departments to develop customized training solutions for staff members

• Managed administrative duties for the IT Department including budgeting, purchasing, and inventory procurement

• Provided regular reports and briefings on the operations of the helpdesk to executives

Director of User Support and Training, February 2012 – March 2013

Troy University, Phenix City, AL

• Administered remote and in person support to over 400 end users by troubleshooting, diagnosing, resolving, and

documenting hardware, software, peripherals, and network related technical issues MS Windows 7/MS Windows

Vista, MS Windows XP, MS Office 2007/2010, Mac OS X 10.7,

• Significantly reduced workstation set up time by developing a disk imaging procedure using Windows

Deployment Services to streamline operating system implementation and security properties configuration

• Led project for administering patch management to over 200 PC’s by installing and implementing

Spiceworks and Windows Server Update Services

• Trained departmental staff in the use of the Microsoft Office suite and enterprise applications, providing

ongoing support

Systems Manager, August 2007 – January 2012

Tuskegee University, Tuskegee, AL

• Administered technical support (Tier I, II) for 2000+ end users by troubleshooting, diagnosing, resolving, and

documenting hardware, software, peripherals, and network related technical issues Windows XP, Windows Vista,

Windows 7, Mac OSX 10.5, 10.6

• Led efforts to implement an internal help desk system for the Department of Library Services which provided

transparency for service requests and related issues

• Coordinated system image creation, management, restoration and deployment for entire organization for Windows

XP, Windows 7 and Mac OS X environment

• Created group policies for entire organization to achieve security and control over the Windows XP and Windows 7

client systems

• Led project for implementing new Library Management System

• Led desktop migration from XP to Windows 7

• Supervised support team responsible for desktops, laptops, printers, core software applications, security products

and mobile devices

• Worked with vendors to develop and implement solutions for products relating to security, patching, printers,

desktops and other hardware.

Assistant Network and Systems Administrator, July 2005 – August 2007

Tuskegee University, Tuskegee, AL

• Setup and troubleshoot computers and printers using Windows, UNIX and Macintosh for department personnel

• Assisted users in resolving diverse hardware and software issues, while ensuring quick resolution of concerns

and escalated more complicated support issues to senior help

• Substantially increased security and performance of systems by initiating installation of new anti virus software

and critical operating system updates

• Supported disaster recovery plan by performing regular backups and creating images of workstations prior to

upgrades

TECHNICAL SKILLS

• Extensive experience with Windows XP, Windows 7 Max OS X, Microsoft Office Suite (2003, 2008, 2010) and

system diagnostic tools

• Proficient in Help Desk/desktop support, involving PC's, laptops, network printers, peripheral devices and mobile

devices

• Experience managing helpdesk ticketing systems and asset/inventory databases

• Familiar with network connectivity and protocols TCP/IP, DHCP, DNS

• Proficient in PC deployments, including application loading, user data migration to new PC and imaging

workstations.

• Experience with LAN Support, Active Directory/GPO management, Microsoft Exchange support, VPN Setup,

Desktop Security, Anti Virus Management, and hardware break/fix

Contact this candidate