Engineer Customer Service

Mark Kevin Godfree

***** **** ***** ****. ************, FL 32224 904-***-**** ********@*******.***

Systems/Desktop Engineer/Administrator

Declaration

Experienced, enthusiastic and creative individual, passionate in maintaining a position in an infrastructural management and endpoint environment utilizing solid skills and a customer oriented approach to technical service; possessing successful troubleshooting background and the following certifications:

SQL Intro 2016

SQL Intermediate 2016

ITIL Certified 2013

LANDesk Certified Engineer 9.0 2012

LANDesk Certified Engineer 8.8 2009

LANDesk Certified ALM Engineer 2009

LANDesk Certified Administrator 2007

A+ 2000

MCP Microsoft Windows NT Workstation 4.0 2000

MCP Microsoft Windows NT Server 4.0 2000

Systems/Desktop Engineer Profile

Excellent customer service skills; professional attitude when dealing hands-on with technical support whether via telephone, Internet or on-site face to face

Proficient in Endpoint Management via SCCM, LANDesk, Altiris, IBM Bigfix, Symantec, Checkpoint, Crashplan

SQL and database knowledge with strong Query and Administration

Software and Asset management on large scale with hardware analysis

Possession of successful troubleshooting abilities to diagnose comprehensive procedures in problem-solving via incoming calls from Help Desk or Ticketing System

Ability to lead projects of mass installation and configuration of networked workstations including Imaging, Software Packaging for Distribution and Uninstalling for Compliance, Patch Management, and Inventory with SQL Reporting

Experience with wiring and cabling of TCP/IP networks including hubs, switches and routers

Strong support skills of LAN/WAN and Windows Operating Systems (Win 95 - Win2012)

Technical proficiencies include: Cisco ISE (Identity Services Engine), Cisco NAC and ACS, LANDesk, SCCM, Altiris, IBM Bigfix, SQL SSRS, Scripting with vbs, C#, C++, Powershell, Auto IT, ImageX, Norton Ghost, Powerquest Image Center, PXE, Vpro/AMT, IBM, HP and Tablet Platforms, Active Directory, group policies, LAN/WAN support, Nortel Switches, Frame Relay; TCP/IP, Point to Point T1 Internet; VPN, Microsoft 2000/NT/XP/Vista/Win7/Win8/Windows 10 Server; Veritas, Tapeware XE, MS Office 2000/2003/2007/2010/ 2012 products (i.e. Word, Excel, Outlook, Access, OneNote), Citrix; Vmware, Blackberry, Wireless and Gobi cards (Cingular, Sprint, and Verizon), Wi-Fi 802.11, Remote Desktop, VNC, Bomgar, Hyena, Crashplan

Technical Experience

Systems Administrator II / Black Knight October 2016 – March 2017

Randstad; Jacksonville FL for Black Knight Endpoint Solutions

Supported Endpoint Vulnerability management via IBM Bigfix

Facilitated monitoring of system crashplan recovery

Assisted with Checkpoint Security

Ensured Symantec Protection enabled on all Workstations

Desktop Engineer / Baptist Health July 2014 – June 2016

Randstad; Jacksonville FL for Baptist Health IS Datacenter

Using Altiris and SQL to create Organizational View software profiles for Windows 7 Migration and custom reporting for over 8000 workstations Asset Status and Software

Application packaging and delivery via Altiris 7.5 policy and tasks

Creation of software removal packages for compliance via powershell and vans scripting knowledge

LANDesk Administrator / CSX Technology Aug 2007- July 2013

Enterprise Integration; Jacksonville, FL for CSX Technology

Manage Production and DEV Server environment and all upgrades for LANDesk Enterprise

Perform Patch Management for over 17000 nodes for vulnerabilities in Microsoft, Adobe, Firefox, etc.. via LANDesk\SCCM 2012 along with Client Inventory, Software installs and asset tracking as well as create custom images for the following Microsoft Platforms ( WinXP, Win7, Windows 8)

Create software install packages via Wise/Admin Studio, AutoIT and Package Builder utilizing Installshield, InstallScript, and MSI command line scripting and MST files

Custom reporting and querying using SQL Server Management Studio

End User Services / CSX Technology April 2003 - Aug 2007

Enterprise Integration; Jacksonville, FL for CSX Technology

Visual Studio, Auto IT, PowerShell, WMI, Batch and Visual Basic Script programming

Lead Tech role-CSX End User Services Bellsouth Tower and Intermodal remote support

Provide support of desktop and laptop hardware using excellent one-on-one customer service skills for CSX End users local and remote

Configure IBM Personal Communications and Bluezone to connect to mainframe sessions via SNA and TCP/IP-Telnet 3270

Fully support mobile devices including laptops, tablets and IPADS via Cellular and Wi-Fi 802.11 environment

Desktop Engineer / Apex Systems July 2002 – Jan 2003

Apex Systems Inc.; Tampa, FL

Provided support for Citistreet Desktop environment using Altiris

Managed the migration and deployment of Allstate Insurance laptops

Collected data for desktop refresh migration for First Union

Network / Desktop Engineer / Logical Business Solutions August 2000 – Sept 2002

Logical Business Solutions; Jacksonville, FL

Provided deskside support as well as ghost imaging of multiple operating systems for Duval County School Board using a combination of custom and packaged software and hardware packages, including the imaging, delivery and configuration of over 5,000 PC’s

Created and configured VLANS and Subnets with layer-3 switching devices

Set up RAS for dial-up networking and Disk Striping for Fault Tolerance (Raid 5), Backup

Shipper – Receiver / Crowley American Transport April 1990 – Jan 2000

Crowley American Transport

Responsible for using Mainframe Sessions and NT for parts and material requisitions.

Stevedoring duties and ballasting and de-ballasting of company barges for loading and unloading

Education

FSCJ

SQL Introduction 2016

SQL Intermediate 2016

LANDesk

LANDesk Certification Exam 9.0 2012

LANDesk 8.8 Boot Camp 2009

LANDesk Asset Lifecycle Management 3.5 2009

LANDesk Certified Administrator 2007

Enterprise Integration - Jacksonville, Florida

Network Essentials 2005

Productivity Point International - Jacksonville, Florida

Completed certificates of Accreditation:

NT Workstation 4.0 2000

NT Server 4.0 2000

TCP/IP 2000

A+ 2000

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