Desktop Support Technical

Jermaine Parker aczixo@r.postjobfree.com Mobile: 215-***-**** Philadelphia, PA

Career Overview

Experienced and reliable Desktop Support Analyst with a strong focus on client satisfaction and efficient time management.

I have become familiar with various technologies and various customer basses ranging from Executives to Administrators.

Technical Expertise

Operating systems: Windows 2K – Windows 10, Mac OSX

Technologies: Active Directory, VPN, Landesk Management, Acronis, Zen Imagine, MS Office 365, Ceryx CC

Work History

10/2015 to 07/2016 University of Pennsylvania

Desktop Support Analyst

●Member of Migration prep, and support team responsible for readiness and on call support for UPENN schools.

●Prepare and facilitate mail migration from various platforms such as Zimbra, Gmail, exchange and Thunderbird.

●Create, configure and manage user, resource, group, and shared mailbox issues in office 365 accounts.

●Setup Iphones, android, Ipads and Surface Pros to enable operability with company email and apps.

●Create, organize, refine and streamline documentation for migration and end user support.

●Provide 2nd & 3rd level support to desktop support Technicians at various Schools at the University

Software used: RDP, Skype for business, MigrationWiz, MS Office, Windows 7 – 10, Mac OS, VPN, CERYX

03/2015 to 10/2015 Solenis

Desktop Support Analyst

●Part of team responsible for Migration and Re-acclimation of company employees at new location.

●Administer Office 365 and support the Migration of email from Lotus Notes to MS Office Outlook 365.

●Create, configure and manage user and shared mailbox issues in office 365 accounts.

●Help plan, setup and manage computers, IP Phone system and device connectivity on Cisco switches.

●Setup Iphones, android, blackberry, Ipads and Surface Pros to enable operability with company email and apps.

●Create, organize, refine and streamline documentation for migration and end user support.

Software used: RDP, Skype for business, Powershell, MigrationWiz, CiscoVPN, Office 365, Service Now

04/2013 to 09/2014 Fresenius Medical Care

Desktop Support Analyst

●Supports Dell desktops, laptops and printers at 200 Dialysis centers staffed by 55k plus medical professionals.

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●Perform software upgrades, hardware initializations, setups, printer installs and connect printers to the network.

●Train Medical professionals on office applications and Operating system when necessary.

●Help to create, organize, refine and streamline documentation for more effective shared access amongst techs.

Software\Technology Used: Lotus Notes 8.5, SolarWinds, Remedy tracking, Dameware, pc anywhere, remote desktop, IP Scan, Bomgar.

05/2011 to 04/2013 VWR International Philadelphia, PA

Desktop Support Analyst

●Provide desktop technical support to 3500 remote and local users, International Sales team and Executives.

●Independently manage workload through Remedy ticketing system as well as collaborate with IT dept. on improving our support methods

●Responsible for multitasking in a non-stop, fast paced environment where tasks constantly evolve.

●Perform installs and upgrades, configure desktops, laptops, and Netbook computers, troubleshoot proprietary and mainstream applications.

●Configure, support and manage the deployment of Blackberry, Ipad, and Iphone devices to sales force.

●Help to accurately and completely inventory all computers and printers, IPads and mobile phones in Database.

Software\Technology Used: Active Directory, Landesk Management Console, Lotus Notes 7, BlackberryBES, Remedy 7.5, Webex, AT&T Connect, ARS(Active Server Role Console, VMware, Thin Client

04/2006 to 7/2009 PHILADELPHIA GAS WORKS Philadelphia, PA

Desktop Support Lead

●Provided a high level of functional and technical support, troubleshooting and diagnosing hardware and

●software problems, including desktop, laptop, LAN, and remote systems.

●Expertly installed, configured, monitored and troubleshot software on all OS platforms.

●Maintained accurate inventory of all computers and printers, and ordered supplies and replacements parts.

●Provided second level support to the Help Desk team.

●Coordinated the logistics of technology requirements and setups during multiple office relocations.

●Provided 24/7 support to mobile team – replaced modems and mobile air cards, And replaced Docking station

●Troubleshoot network connectivity issues with Fluke Device to ensure proper resolutions.

●Configured of port security on last mile Access port switches binding single MAC address.

●Monitored Network Port Security and coordinated all Computer relocations, for on-site and off-site users.

Software\Technology Used: Outlook, Putty, Zen Imaging, Novell Client, McAfee, Remedy, Ghost 7.5, Active Directory user management, RSA…

05/2005 to 12/2005 EXXON-MOBIL Paulsboro, NJ

Desktop Support Technician

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●Perform Corporate wide roll-out and OS migration(XP), providing individual orientations for each user.

●Image and deploy desktops and laptops - Upgrade users from Lotus Notes 5.0 to Notes 6.5 and provide support.

Software\Technology Used:Active Directory, Notes 6.5, Alteris, NetMeeting, Office 2k3, Remedy call tracking.

09/2004 to 02/2005 RELIANCE INSURANCE IN LIQUIDATION (RCG IT) Philadelphia, PA

Desktop\PC Support Technician

01/2004 to 09/2004 CHARMING SHOPPES (Apex Systems) Bensalem, PA

Desktop Support\Network Technician

Software\Technology Used: ACTIVE DIRECTORY: Group policies, user data setup\profile migrations

04/2001 to 10/2002 GMAC(Home Connects) Horsham, PA

Desktop Support\Network Technician\Server Admin

Responsible for ensuring proper performance from Email and Application Servers and Librarians.

●Setup, Image\build, configure, and install new PC’s for users, as well as setup new user accounts.

●Audit night routines and reports and rectify issues prior to opening of business each morning.

●Help with Database administration and Server administration

Software used\supported:

Windows NT 4.0, Citrix Server, Crystal Reports, MS Outlook, Office, Visual Dbase 5.7.

07/1995 to 02/1996 COMPUTER LEARNING CENTERS INC. Philadelphia, PA

Programming CIS (Diploma) 3.8 GPA

●Interactive C programs in UNIX(borne and C Shell) and COBOL programs to validate, edit and sort data.

●Acquired a total of 700 hours of hands-on lab in C I + II- COBOL- CICS- UNIX- Dos and MS Windows.

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