Help Desk Customer Service

Dan Eckles 916-***-****

***.******@*******.***

www.linkedin.com/in/dan-eckles-IT

Summary

Highly organized and flexible Network Administrator and Help Desk professional with extensive experience in the administration, security, management, optimization, and maintenance of large-scale networks. Impressive record of achievement in designing, building, implementing, maintaining, troubleshooting, repairing, and upgrading networks in Windows environment. Driven to develop solutions that improve efficiency of IT and business operations. Recognized for consistent ability to ensure continuity of services and exceptional customer service for over a thousand clients.

PROFESSIONAL EXPERIENCE

IMS Health\Medinitiatives, Rancho Cordova, CA 2006-2016

Tech Services Engineer\IMS Health (2010-2016)

Supported the Rancho Cordova office and several remote sites for all Help Desk related problems. SEP Admin’s and DLP Admin for the US.

Solved Tier 2 desktop problems and closed tickets within deadlines.

Managed SEP - rolled out new version to 20,000 clients before the project deadline.

Reduced the overall number of viruses attacking the network. Whitelisted false\positive files and Blacklist infected files with Symantec.

Helped upgrade 200 PCs from XP to Windows 7 in the US. Completed this before the end of life of XP operating system.

Managed SCCM software installs, remote control and inventory. Achieved goal by having software installed in allotted time. Always had inventory reports done the day they were requested.

Managed DLP (Data Loss Protection) - ran all reports and installed clients for US. Had all 20,000 clients installed with help by project due date. Ran all DLP reports the day they were requested.

Answered questions about hardware and software issues and resolved the problems for the users.

LAN Administrator\Medinitiatives (2006-2010)

Responsible for Tier 2 desktop support.

Dan Eckles 916-***-**** ***.******@*******.*** Page Two

Managed AD - Created and insured all accounts, shares, security, Group Policies, configurations were within Hipaa and SOX compliance.

Planned the install WSUS server and maintained all windows updates. Updated 200+ servers that had never been up to date.

Created all Exchange accounts.

Rolled out local and out of state offices with new laptops, cabling, Domain Controllers, Print Servers, phones, UPS’s.

Scheduled, coordinated and deployed server updates and preventative maintenance with limited downtime.

Maintained all problems with cabling, patch panels, VPN, wireless network.

Planned the install SEP server and deployed Antivirus to all 200 plus servers and 50 PCs in Domain with no Antivirus protection.

Maintained FTP server, add new ftp\sftp accounts, and troubleshot problems.

Maintained over 200 servers with full responsibility for 100% system uptime.

Actively involved in the roll out of several different Help Desk ticketing systems.

Resolved external client issues quickly and efficiently.

Financial Pacific Insurance – Rocklin, CA 2000-2006

Help Desk\Lan Administrator

Responsible for Tier 2 desktop support including the maintenance, troubleshooting and backup of 30 servers.

Managed the move of 30 servers from NT to Windows 2000 AD with no down time.

Promoted from help desk to Lan Administrator within three years.

Trained replacement for a seamless transition.

EDUCATION / PROFESSIONAL DEVELOPMENT

Associate Degree, Microsoft Systems Engineer –

MTI College of Business & Technology, Sacramento, CA

MCP – Microsoft Certified Professional

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