Help Desk Supervisor
Resume:
Andrew Jack
** ********** **, ***** *****, NY ***39
Tel: 631-***-****, Cell 631-***-**** E-mail:
*********@*******.***
Profil
Objective
e
IT Professional seeking position within Information Technology Department. I
am a highly motivated individual with over 20 years of IT experience with
success in directing a broad
range of IT initiatives.
Key Skills
P r o f i c i e n t or f a m i l i a r w i th a v a s t a r r a y o f c o n c e pts s a n d t e c h n o l o g i e s i n c l u d i n g :
Active Directory VMware Virtualization Windows, LINUX, Apple Network Printing, VPN
GroupWise & Exchange IT Helpdesk Support KASE & Intune Desktop Network Fundamentals
E-mail Management
Work Experience
American Institute of Physics, 1305 Walt Whitman Road Suite 300, Melville NY 11747
Infrastructure and Communications
Supervisor
Responsibilities 1995
to Present
Network Infrastructure Support
o LAN/WAN/VPN/Internet
o Configure Systems to static and dynamic IP addressing
o Troubleshoot network issues from PC/Server to switch
o Work with network administrator to help resolve issues
o Communicate issues to end users
Server Administration and
Virtualization
o NetWare 6 (Tree) Administration – 400 User environment – OS Installation, create,
manage user accounts, access rights, troubleshoot server and user mapping issues
o Migrated Novell NetWare to Microsoft 2003, 2007 & 2012 Server Services, Active
Directory.
Copied data from Novell server to new platform, test and verify user access, train
end users on
new login
procedure
s.
VMWare Administration – Create new VM host and clients. m anage, monitor,
o
troubleshoot, server OS and VM updates, disk space, network, software
installations. Remote support using Cisco VPN client, Microsoft remote desktop
client and VCenter. Start using VMWare in 2004, helped virtualized 95% of active
servers.
Microsoft Server (Forest) Administrations – OS and service installation – account
o
setup, policy, access rights. Troubleshooting server and client issues
Currently support 150 server environment (Windows, LINUX)
o
Biscom FAX server administration
o
Microsoft O365 setup and administration (O365 Office, OneDrive, Exchange)
o
Desktop Management
o Automated tools (ZenWorks, Kace and Microsoft InTune) Used to manage
computer software installation, updates, printer driver installations, reporting, almost
400 PCs and Printers
o Desktop Virus and Spyware Protection (McAfee, ESet)
o Remote user support using WebEx, Lync and phone
Helped Move Company to new facility – tested and configure new Laptop, monitors,
o
docking station,
copiers, printers, FAX services, conference room equipment, and
scanners. Setup mock work area before the move so our users would get familiar
with new open work area. Setup 200 laptops with users AD profile, software,
network, printer etc. Trained users on new equipment prior to move. Setup new
office with copiers, printers, docking station, monitors, keyboard and mouse. User
walked in on the first day, connected their laptop to the docking station and by mid-
morning were working
E-Mail Communications
o GroupWise Administration = 400 User environment - OS Installation, create, manage
user accounts access rights. Troubleshoot server and client issues
o Migrated Novell GroupWise to Microsoft Exchange. Copy data from GroupWise to Exchange
post offices MDB, test and verify Outlook and OWA client access. Train end users.
o Exchange E-mail administration - manage, monitor and troubleshoot mail flow. Support
Outlook client access rights and mail flow issues.
o Postini/ Google App E-mail virus and SPAM security
Helpdesk
o Managed 7 person helpdesk team – Monitored daily/monthly helpdesk calls reports,
project planning, tracking of new projects, open communication with end users and
created surveys to monitor teams work performance
o Administrator for over 400 internal and external customers - Average 300 + helpdesk related
calls monthly - Ranging from software, hardware, access rights, phone, new application,
training, etc.
.requests.
o Hardware and software installation and troubleshooting
o Video Conferencing / WebEx Conferencing administration – LifeSize and Lync Video equipment
management, WebEx client administration and user training
SharePoint site requests and permission administration
o
Supported remote user by phone, WebEx and Lync
o
Computer Related Purchases
o Recommend hardware and software purchases for the Institute
o Maintain software licenses and reports
o Negotiate pricing with suppliers
o Requisition creation of hardware and software purchase through Oracle purchasing system.
o Purchase computer related items with company credit card
IRM Committee
o Part of committee which develop computer related budget for the institute. Set standards to
ensure that new hardware/software are compatible with existing infrastructure and future goals.
o Created and updated institute computer related polices and procedures
Grumman Corporation, Bethpage, NY 1980 - 1995
Senior Computer Analyst
Responsibilities
Accounts Payable Department
o Responsible for various accounts – Payment, tracking delivery receipts, communication with vendor
and other internal departments relating to payment process.
Maintained Accounting Department Help Desk
o Provide support for PC, LAN, FTP, TCP/IP, Software, EDI,
o Liaison between accounting end users and GDS programming staff – This process helped create,
change, testing, maintaining change order documentation, etc. on programs that the Accounting
Department used.
Supported computer software and hardware installation for Accounting Department
o
Worked with GDS resolve network
o
Grumman Data Systems – Support hardware and software call tickets for various GDS accounts
o
Generate monthly reports for management
o
Education
Briarcliff College, Bethpage, NY
CCNA Certification Course
Various Training Courses
Exchange, Microsoft AD, VMware, NetWare, GroupWise
Grumman Data Institute, Woodbury, NY
Accounting Course
C Business Courses
Contact this candidate