Desktop Support Analyst

Dwayne Bacon

**** ******* **

Indianapolis, IN **226

317-***-**** (home)

317-***-**** (Cell)

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

SUMMARY OF QUALIFICATIONS

Extensive experience in troubleshooting, repairing and installing hardware and software

Experience in designing and installing new and existing end user devices

Knowledge of networking and communication protocols

Strong communications, interpersonal, problem solving and leadership skills

Quick study with the ability to assimilate new ideas or job requirements, concepts and technology. Self-motivator, team player/builder

EDUCATION & CERTIFICATION

A+ Certification

Indiana Wesleyan University, Indianapolis, IN

B.S. Business Administration

Indiana Vocational Technical College, Indianapolis, IN

Associate Degree in Computer Technology

EXPERIENCE

Anchor Point Contractor/CitizensEngergyGroup July 2015-Nov 2016

IT Support Center

Administrator for the following: windows7,Active Directory, SCCM, Group Policy,MSOffice2007-365, One Drive, Skype for Business, Lync, Oracle, EBS, password reset, CRM, Customer Suite support, VMWare, Interactive client, AutoCAD support, Call Center, Citrix applications, MKS helpdesk ticket apps, Tier1-2 support, Hardware and Software support, VPN, Box storage, COMMVault archive email, Imaging of PC’s, Mobile devices,(Toughbooks) iPhones and Androids, Tablets, encryption: Wave and Bit-locker support. Support for all printers. Audio and Video supports for all conference rooms. I have a good working relationship with the customers.

ADESA INC, KAR AUCTION SERVICES 2012-2015

KAR Support Services

Administrator for the following: Window 7, XP, SCCM, Active Directory, MS Office2007-2016, Citrix applications, printer support, desktop support, Tier2 support, help desk support, Altiris deployment, Hardware and Software support and the reimaging of PC’s. I perform detailed troubleshooting and diagnosis, resolution of complex technical issues with desktops, laptops, mobile devices,Toughbooks, iPads, iPhones, Android, VPN connection, Netmotion Mobility, network connectivity and setting up printers. I track and document help desk tickets to final resolution using an established ticketing system and procedures. In addition, I collaborate effectively and maintain a good working relationship with others to achieve the business objective and create team harmony.

State of Indiana, Indianapolis IN 2004-2011

LAN Tech, Division of Technology

Administrator for the following: Window 7, Window 2000, XP, Active directory, SCCM, MS Office, Novell 5.1, Citrix applications, Telecommunication support, desktop support, Tier1 support, help desk support, Altiris deployment, Hardware and Software support, reimage PCs and setting up printers on the network or local PC. I provided verbal communications to staff and end users as well as provided back up support for team members.

Professional Data Dimension, Indianapolis IN 2003-2004

IT Consultant for Emmis Communications

Administrator for the following: Windows 2000, NT, XP, Windows security, Active Directory environment, Novell 5.1, AS/400, Citrix server, Cisco VPN 3000, Outlook, Spam Filter and Client Services/Desktop support, LAN and WAN support.

One America, Indianapolis, IN 2000-2002

Previously known as American United Life

Data Security Consultant

Supervised staff members in the Data Security Department as well as provided security for the Internet, firewall, E-Commerce, McAfee virus protection, web security, monitored internet activity and telecommunications. I was also responsible for the security business developments and implemented risk assessments, vulnerability scans, intrusion detection and patched management for desktops and servers. In addition, I participated in the review and implementation of Zenwork configuration for remote admin policy and all LAN access.

Indianapolis Power & Light, Indianapolis, IN 1989-2000

System Analyst

Responsibilities included being the LAN and WAN Administrator for Novell 4 & 5, Active Directory, Windows XP and windows 2000; monitoring the enterprise with Open View to manage the switches, routers, file servers, print servers, T-1 lines, ATM connections, modems and terminal servers, Citrix Metaframe Administrator; DNS Administrator supporting mainframe, implementing anti-virus update for services, responding to user problems on the Network and setting up printers on the network.

Computer Hardware Specialist

Responsibilities included installing software, upgrading and repairing all company computers (Compaq, IBM, Dell, HP, IBM mainframe terminals), tested and recommended software as well as hardware for departmental standards, negotiated contracts and service level agreements with vendors, maintained inventory of computers parts and provided support to users, including on-call support for advanced troubleshooting. Supported Sun Solaris Box, Open View HP-UX and Bind software on a Unix system.

SPECIAL TRAINING AND COURSES

Troubleshooting the Network PC

Advanced Troubleshooting & Upgrading

Cisco Networking

Internetworking with TCP/IP

Cabling

Citrix Administrator

Network Security Fundamentals

Mobile and Wireless Technology

Microsoft Security

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