Help Desk Engineer

Professional Experience

Network Engineer/Help Desk Manager April 2012 – Current

Quality Packaging Specialists International (QPSI), Burlington, NJ

Responsible for all network devices, services, and applications as well as managing the day to day activities of the help desk.

Designed network infrastructure (including wireless, switching and routing) for headquarters and several satellite warehouse locations

Assisted in corporate network and Active Directory redesign

Assisted with design and migration of corporate MPLS network

Configured and managed Cisco Switches

Worked on a team to engineer a corporate cloud environment and move 80% of all servers to the corporate cloud environment

Implemented new backup solutions using tape and Cloud storage for all servers at all locations

Worked with a team to design corporate Exchange 2010 environment and assist with migration from Exchange 2003

Created Group Policies for entire company

Implemented SCCM servers to manage hardware and software across the corporation.

Created SCCM packages to deploy software and updates to remote users

Engineered and migrated PBX (inter-Tel) based phone system to a hosted VoIP based solution

Implemented tablet & wireless barcode scanner solution at all plant locations for AS400 access. Used to replace more expensive VMU solution

Implemented in-house instant messaging and presence to reduce mailbox sizes on Exchange

Implemented video conferencing across all plants company wide

Established a call center at company headquarters to resolve technical issues which is used by personnel at all plants

Implemented ticketing and asset tracking systems for all computer equipment

Designed the troubleshooting workflow for help desk to follow

Created all documentation and video tutorials for all supported applications. These materials were used by the Help Desk as well as end-users

Managed all help desk projects, tickets and personnel

Responsible for dispatching technical personnel to remote sites when hands-on support was required

Created a desktop\laptop software imaging solution for all sites

Built and Managed corporate FTP/sFTP server

Built Ubuntu server used to host training videos for IT and Non-IT related content company wide

Configured VMU workstations and line workstations. These devices are used in tracking material movement during many critical phases

Managed AS400 users and printers

Established and maintained vendor relationships

Managed/Configured Dell SAN

Network Engineer November 2011 – April 2012

Macmillan USA, New York, NY

Responsible for creating all AD policies and shares as well as maintaining all Citrix, SCCM, and Sharepoint Server and day to day

escalations from the help desk.

Designed, setup and managed the entire VDI Citrix for all desktop replacements

Created all images for Citrix Xen Desktop Environments

Created clustered VMware ESX hosts

Created accounts for AD, VPN, FTP, and Exchange

Responsible for the termination and creation of all AD accounts

Managed Sharepoint permissions and sites

Used ThinApp to create software packages for VMware

Macmillan USA, New York, NY (continued)

Managed Xen environment to stream apps to users in Citrix VDI

Managed Xen Desktop Environment to deploy VMs to Thin Clients

Lead a team to deploy Blackberries to over 1200 users

Assigned all tickets in the help desk and Engineering queue to techs and dispatched tech to alternate locations when needed

Setup SCCM server to use remote tools as well as deploy software packages

Created all packages and advertisements for the SCCM server

Setup WSUS server for all windows updates

Managed the Symantec Ghost environment for all machine types

Created all images for each machine model and VM environment

Deployed Office 2010 to over 1600 users via SCCM

Created all documentation for every supported app and all help desk systems

Lead Help Desk Analyst\ Jr. Network Admin April 2001 – November 2011

Macmillan USA, New York, NY

Responsible for researching and solving issues above the ability level of the help-desk. Created images for all workstation models. Setup AD accounts with email and passwords. Oversaw all work on tier 3 help desk tickets.

Setup help-desk ticketing server Footprints

Setup WDS for all images to be deployed

Created videos for hardware/software installations and repairs for off-site users and help-desk technicians

Wrote documentation for all help desk apps and WDS system

Setup and organized a public calendar departmental meetings\vacation time\etc

Created user accounts for all new hires with email and passwords

Setup VPN accounts for outside users

Created/Managed all shares and permissions

Setup FTP accounts for clients and internal users

Responsible in the hiring process for any new help-desk\Desktop Support Technicians

Wrote technical tests for any new help desk applicants

Setup and managed the purchasing system for all computer equipment

Managed and setup users/department mailboxes in Exchange admin

Education

THE CITTONE INSTITUTE Edison, NJ

Certificate of Completion: Windows MCSE

NEW HORIZONS New York, NY

Certificate of Completion: Windows 7

Certificate of Completion: Citrix XenServer

Certificate of Completion: SCCM 2007

GLOBAL KNOWLEDGE New York, NY

Certificate of Completion: Deployment of Windows 7

Contact this candidate