Management Customer Service
Resume:
*** ******* ******, *********, ** *****
Email- ***************@*****.***
Stephen Conway Jr.
Objective:
To obtain a challenging position where I will have the chance to utilize my leadership skills, training experience, technical experience, and customer service to meet new and unexpected developments in the IT community
Summary of Qualifications:
Quality-focused IT professional with 10+ years of experience as a Helpdesk Support Analysis, Desktop Services Coordinator, Support Lead, and Information Technology Desktop Engineer/Developer. A broad understanding of computer hardware and software, including implementing, configuring, management, troubleshooting, and support. Proven ability to create and deliver solutions that meet corporate objectives tied to business and technology performance. Skilled in proactive identification and resolution of critical systems/network issues.
Major strengths include strong leadership, effective communicator, able to explain complex processes in user friendly terms for customers, competent, strong team player, attention to detail, dutiful respect for compliance in all regulated environment. Maintain clear vision to accomplish the company goals.
Technical Expertise
-Installing, configuring, troubleshooting, and resolving Windows 7/XP/2000 desktop and laptop issues.
- Deploying Windows images using PXE servers: Microsoft Windows Deployment Services, RIS; Altiris PXE Server, WinPE.
- Capable of administrating and troubleshooting Group Policies, Computer/User Accounts, infrastructure servers (WINS, DHCP), and File and Printer access.
- Desktop software and hardware evaluations: assessing, benchmarking, testing, and documenting the results.
- Hardware and software migrations
-Project management
-Creating and editing Desktop Images (MAC, Windows XP, Windows 7)
-Microsoft Active Directory
-Management Software: Symantec Altiris (7.0, 7.1, 7.5), Dell Data Protection Encryption (Credant), Symantec Endpoint Protection, Symantec Compliance Suite, BeyondTrust Powerbroker for Windows
-Altiris Packaging Distribution
-Virtualization: VMware ESX, Vsphere, vCenter, VMware View, Application Virtualization, Desktop Virtualization (VMware Horizon/View/ThinApp/AppVolumes), VMWare UEM
Professional Experience:
AVP/Senior Workstation Engineer 3/12 –Present CIT Group Inc.-Livingston, NJ
Established Knowledgebase within ResolveIT Ticket System to be used by all Support Levels
Develops and implements testing strategies and document results.
Used Powerbroker for Windows to decrease LADM in environment from 400 users to 3 users.
Initiated cross-training with other departments to improve work flow and streamline projection completion.
Directed the planning, design, production and management of upgrade to the Credant CMG environment:
-Supervised Team members, and desktop support technicians on the Credant upgrade initiative
-Met regularly with Senior Management to provide updates and project changes.
Directed special projects set forth by Senior Management and Enterprise Architecture Team
Good Dynamics Administrator for Mobile Device Management of iPads, iPhones and Android devices
Operational Support on a few application; Symantec Control Compliance Suite, Symantec Management Suite (Altiris 7.0, 7.1, 7.5), Microsoft Lync (2010), Cisco Jabber Client
Assisted with development, implementation, maintenance, upgrades, and support of Windows 7 image.
Experience deploying applications, OS images, and patches with an Enterprise Workstation Management tool such as Altiris
Manage and resolve all assigned incident requests according to identified service level agreement
Maintained and assured that all security patches for workstations are compliant with company standards
Performed Disaster Recovery for multiple locations (globally)
Packaged multiple applications using Wise Package Studio
Used Basic SQL Query knowledge to obtain information from Altiris database
Experience with standard scripting languages such Batch, VBS, and PowerShell
Ownership and resolution of escalated incidents and trouble tickets from Helpdesk support or within own areas of responsibility
Deliver projects that meet identified business needs, timescales and budgets
Escalation path for the Service Delivery technical team to include hardware, software and MS Office Products (Word, Excel, PowerPoint, Outlook, Access) and Active Directory.
Solid technical expertise in managing and maintaining Active Directory and Windows environments
SME
Dell Data Protection Encryption (Credant )
Powerbroker BeyondTrust for Desktops
Symantec Endpoint Protection Manager
Symantec Management Agent (Altiris)
VDI Administrator
Design, Configure and Support Enterprise Desktop Virtualization Technologies (VMware View)
Experience Designing, Deploying, Managing, Monitoring and Troubleshooting a VMware VDI Environment for Desktops
Understanding of Application Packaging(ThinApp and Cloud Volumes)
Utilized VMware UEM to customize VDI environment and to ensure stability of end user performance
Maintains current knowledge of relevant hardware and software applications as assigned.
Experience Designing, Deploying, Configuring and Managing VMware-based systems for high-availability and efficiency, including vCenter, vSphere, ESXi v5.x and Horizon View VDI
Experience scripting and managing printers in a VMware VDI environment
Installing, Configuring and Managing Thin, Zero, and Full Clients
Excellent Communication and Documentation skills
IT Desktop Engineer/Developer 11/08-3/12 Celgene Corporation-Summit, NJ
Prepare and deploy all global software packages via Altiris software management console
Develop and perform test plans for all new software applications for onsite and remote global implementation
Developed and performed testing documentation for developing projects
Document all the technical reports and records for the support procedures performed
Assist the global support team and provide operational support for new and existing solutions
Manage and resolve all assigned incident requests according to identified service level agreement
Research resolution to technological issues
Lead global application refreshes and updates for Microsoft Office, Internet Explorer, Windows Operating System patches, Corporate instant messaging service, and security patches
Simple packaging using Wise Package Studio
Created basic batch files to initiate certain desktop functions
RSA SecurID Administrator performed configuration to new version 7.1, implementation to user community and trained staff for support
Good Account Administrator for Mobile Device Management of iPads, iPhones and Android devices
Operational Support on a few application; McAfee for Epo AntiVirus, Credant for Data encryption, Altiris for application deployment, Bradford Networks Network Access Control for Security
Education 2004-2006
Chubb Institute of Technology, Jersey City, New Jersey
Computer Networking & Security, G.PA: 4.0
Technical skills
-Domain Administration -Engineering Documentation -Designing and Implementing Desktop Solutions -Building and Testing
-Remote PC Desktop Solutions -Scripting/Packaging
-Project Management -Windows Server
-Windows Deployment -Active Directory
-Desktop Support -Troubleshooting/Problem Solving
-Application(Desktop) Virtualization
Certification Nov. 2010
Lenovo
Warranty Basics for Technicians (RXWT0-R1)
Lenovo Notebook Systems Service Training Course (RTD07-R1)
Lenovo Desktop Systems Service Training Course (RDD07-R1)
1996-2001
Lincoln University, Lincoln, Pennsylvania
Bachelor of Science Degree in Physics / Minor: Mathematics
References available upon request
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