IT MANAGER/LEAD
Resume:
Jay D. Walsh
Tolland, CT.
*********@*****.***
Technical Skills:
ITIL v2 and v3,MDT, WDS Server 2003, 08r2 2012, Active Directory and Windows 7, 8.1 expert in deploying and managing systems. LAN/WAN .Networks, IBM AIX UNIX Servers, AS400, Microsoft x9, XP pro, Windows 7 Windows 2000 Server 03, 08, Active Directory, Novell Netware client and Zen works desktop management agent all Microsoft mail clients, Microsoft Exchange server, Windows server administration, Altiris, Symantec Ghost, Opera, MS Office Suite all versions, Lotus notes 8.0, Blackberry enterprise server, Outlook, Remedy, Bravo poker and player tracking Acres/IGT, Maximo, Micros POS, Dame ware, Net Support Manager, VOIP,Avaya Phone systems CIC 3.0 and interactive administrator.
Summary of Qualifications:
Help Desk Manger with over five years of experience in this role. Desktop support with fourteen years of experience diagnosing and resolving technical related problems in a multi-user environment, advanced knowledge of Windows 7, Microsoft XP, Microsoft Office suite and Lotus notes. Customer service orientation ensures PC users receive prompt, effective, and courteous service. Demonstrated ability to independently recognize, isolate, and resolve complex technical problems. Quickly learn new applications and communicate technical knowledge to end users at all levels.
Highlights of my achievements
Imaged and deployed well over 1000 PC’s and laptops including building the image with MDT, WDS Altiris and ghost.
Built a windows environment using Active Directory, creating profiles, GPO’S and creating security policies.
Supported user on all operating systems.
Also was a junior project manager at Parx Casino regarding the roll out of Bravo poker tracking system to 200 users including management?
Was personal support for Steve and Elaine Wynn as well as Roger Penske and the executive staff at Wynn Resorts?
American Customer Care:
Nov. 2014-July 2015
Help Desk/Desktop support manager
ESSENTIAL DUTIES AND RESPONSIBILITIES
Managed ITIL v3 with Manage engine active directory software
Windows Server administration 2008r2, 20012 including day to day support of these servers.
Installed configured various Server software and roles.
Enacting Win7 Enterprise/Office 2010 software migrations, application compatibility support also package applications.
Deploying Win7/ Office machines using Windows 7 Deployment software toolkit while troubleshooting automated task sequences during silent network installs.
Implementing customized Windows 7 / Office software configurations, joining computers to Domain Controllers and verifying all aspects of the Windows 7 software migration.
Lead software and hardware engineer responsible for all new desktop PC deployments running Windows XP Professional
Re-imaging computers using MDT, WDS and troubleshooting TCP/IP networking, setting custom GPO security settings on new builds and on specialized developer machines.
Managed Active Directory Objects, Users, Groups, Organizational Units,
Created and Managed Windows 2003/2008 Active Directory Group Policy for Site, Domain and OU
Planned and Deployed Restructuring of Intra-Forest & Inter-Forest Parent and child Domains
Created and managed Active Directory Sites, Site links, & Group Policy Replication
Installing, Managing, Monitoring, and Optimizing Active Directory DNS Administration and Management of, PKI Certificate Security, Data Protection, Disaster Recovery
Managed Microsoft Update Patch Procedures for Domain Controllers across US.
Proactively manage units through analysis of requests to ensure proper staffing. Working with business unit contacts and Win7 project team to confirm that application standardization, packaging and user acceptance testing has been completed for business units ready to be migrated prior to scheduling.
Direct management of team responsible for desktop hardware/software and peripherals, patch management, licensing compliance and overall support of the organizations technical assets.
Supervise the Service Desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
Supervise and process all service requests (including logging, tracking, research, resolution or dispatch, and follow-up) and manages work orders to ensure a timely response is made to all Service Desk requests. Reviews and monitors daily work tickets to address overdue tickets and monitor ticket queues and escalate as necessary
Work to promote excellent customer service, effective response times and provide expert insights into general technical support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.
Ensure proper and timely end-user account administration in accordance with controls based on company policies
Responsible for management of technology based projects and / or tasks within organizational projects including budgets, equipment procurement and oversee processes for proactive management of desktop equipment, patches and lifecycle. Establish, implement and manage Service Level Agreements (SLA) for all requests made of IT Operations.
Synergy Direct Investments
Feb. 2013 –Nov.2014
IT Manager
Windows 2008 administration Including File/Share permissions, Print shares, System diagnostics active directory understanding of application deployments, Understanding of TCP/IP networks, switches, firewalls
Maintained the day-to-day operations of client systems by monitoring system performance, configuration, maintenance and repair.
Ensured that records of system downtime, equipment and inventory, and venders are properly maintained.
Applies revisions to host system firmware and software. Works with vendors to assist support activities. Installs new systems and application implementations, testing procedures to ensure operational reliability.
Trains clients on how to use new software and hardware Effectively Manages Tickets & Time Creates interface's, stored procedures, etc. that allows data to be integrated between departments and various systems
Proactive in building financial responsibility within department, was a team player involving other department leaders and our team to ensure that all budgets and timelines where reached.
Educational Testing Service, Princeton, NJ
December 2012 – March- 2013
Migration Technician
Migrated existing ETS XP users to Windows 7 via SCCM.
Deployed 2000+ unattended, attended Windows 7 OS and application installations
Resolved Microsoft Office Communicator issues post image
Using System Center Configuration Operations Manager (SCOM) 2007, worked with SCCM
Would monitor several servers during deployment to assess the imaging process
Use of Application Compatibility Toolkit (ACT) to verify an application's compatibility
Responsible to verify that user’s documents and files did replicate and check for their mapped drives
Parx Casino Bensalem, PA
September 2010 –April 2012
Systems Administrator/Technician
Responsible for network, LAN, Wan and server up-time as well as monitoring the networks
Supported 3000+ user on the windows 7/XP/Vista Operating Systems
Monitor site-based server hardware Microsoft 03, 08 up-time, virus protection and site-based software updates.
Responsible to train user’s in the use of software and hardware Also software and Hardware analysis
Windows Server 2003, 2008, Administration, user profiles, GPO’s and support of theses servers
Troubleshoot and resolve Level 3 problems encountered in the use of site systems and desktop applications.
Set up, install and maintain desktop and laptop software pushing Images and Applications as needed
Maintain site hardware/software inventories and assist with the audit of site hardware and software.
Assist with system backups and disaster recovery plans and Virus protocols using Symantec end point
Escalate issues and concerns to the Technical Support Manager, as appropriate.
Ensure all technical support related activities comply with the global compliance standards and procedures.
Document all support calls for systems performance and metrics reporting. Using Altiris ticketing systems
Supports and maintains user account information including rights, security and GPO’s
Sprint Business Support
JAN-2010 August-2010 Las Vegas, NV
Technical Support
Configure Blackberry’s using Blackberry Enterprise Server
Responsible for the troubleshooting and resolution of 30-35 calls per day.
Assisted customers with technical support of their Smartphone’s, and the networks that run them
Used over 50 different tools regarding the use of sprints CDMA network as well as the iden network
Would provide outstanding customer support as well as 92% call resolution
Provide wireless network administration, as well as configuration.
Environmental Protection Agency
Jan 2009 – October - 2009, Las Vegas, NV
Desktop Support/Migration Technician
Assisted in troubleshooting user problems relating to Operating System issues.
Responsible for migration to windows 7 OS from XP Pro
Novell Netware client and Zen works desktop management agent
Performed upgrades, installation of software and drivers and essential desktop troubleshooting.
Configuration, upgrades, Patches on MS Office and Lotus Notes products and Internet connectivity.
Deployed updates, service packs and hot fixes using Zen works and Windows updates, Automatic Updates, and Group policies.
Installed logical printers on a print server and preparing print server to host clients. Troubleshooting all hardware peripherals User rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates. Assisted on on-site visits and hardware troubleshooting and local system upgrades.
Red Rock Casino
April 2006- Dec.-2008 Las Vegas, NV.
PC Technician
Provided network administration to include LAN troubleshooting and resolution.
Manage the configuration and performance management of all PC systems and telecommunications.
Would add ques in remedy for help desk and desktop support, which would be used in problem resolutions.
Maintains passwords, data integrity, and file system security for the desktop environment.
Install, configure and maintain back-end and front-end systems, as well as LAN and WAN connection at remote site.
Recommend hardware and software solutions and upgrades using established procurement processes.
Establish, review, approve and process quotes, requisitions and purchase order for capital equipment.
Supported back end, applications, databases and network issues.
Wynn Resorts
Las Vegas Nov. 2004 – April, 2006 Las Vegas, NV
Help Desk Manager/level 3 Support
Managed the help desk with a 7/24 operation and staff of 12, responsibilities included Scheduling as well
As the hiring of all personal I also would approve all requests that came thru the help desk.
Responsible for using Altiris for pushing all images as well as patches and software upgrades
Provided functional and technical support, troubleshooting and diagnosing hardware and software
Responsible for the installation and updating of software, and the setup, troubleshooting of all peripherals
Tracked and de-escalated technology and both computer and telephone equipment systems, voice over ip
Expertly installed, configured, and supported Opera, Micros and Maximo
Oversaw the investigation and resolution of hardware and software issues both remotely and onsite.
Procured, received, documented and tracked inventory of all computer equipment and software licenses.
Performed diagnostic testing on PC equipment and ensured printers were up and running at all times.
Identified and removed computer viruses and provided major repairs in accordance with outside vendors.
Resolved Windows related issues, Internet Explorer issues and other PC software related issues.
Monitored and troubleshot LAN, installed and configured routers and switches, and generated weekly reports
Ahold- Braintree, MA
December- 2003- November 2004
Help Desk Analyst
Responsible to download the pricing to Stop & Shop and Giant Supermarkets
First line of defense from 10k+ users and documenting these calls within Remedy
Learnt over 70 proprietary software applications including pharmacy
Would monitor Tivoli Tickets using Unix/Aix from mainframes.
Create user accounts, assign permissions, reset passwords and configure email settings
Would also do field installs from cabling to server setup
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