IT Service Technician/Help Desk Analyst Tier II

Scott Critchfield

***** ******* *** #***, ********, CA 91306 805-***-**** ******.***********@*****.*** Skills & Knowledge

Systems: Windows (7,8,10), Mac OS X, Windows Server (2008,2012 R2) Hardware: Routers – Switches – Hubs (Cisco, Dell, NetGear), Cisco ASA (5505, 5506-X), WiFi Controllers (Dell, Aruba), WAPs (Dell, Aruba), Dell Laptops and Desktops, MacBook Pros, IMacs, Surface Pros, IPads, IPhones, Android Devices, Polycom SoundPoint IP phones, Honeywell Scan Guns, Gefen Digital Media Signage, Copiers (Ricoh, Konica, Sharp, Canon), Printers (HP, Ricoh)

Software: MS Office (2007,2010,2013, O365), DameWare Remote Support, Citrix Receiver, Thinprint client, LogMeIn, GotoAssist, Angry IP scanner, Putty, TFTPD64, Remote Desktop Connections, TeamViewer, FileZilla, Sophos Anti-Virus, Eset Anti-virus, Active Directory, Powershell, MS Exchange GUI and Management Shell (2010,2013), Level 3 Conferencing, Cisco WebEx, Masergy Cloud Communications, Acronis True Image, Windows Easy Transfer, Adobe Flash, Adobe Reader, Java, QuickBooks, Lacerte, Pensoft, Accounting CS, Creative Solutions Accounting, Client Bookkeeping Solutions, PDQ Inventory and Deployment.

Networking: TCP/IP, DNS, DHCP, SNMP, VPN, FTP

Experience

IT HELP DESK ANALYST TIER II DUFFY KRUSPODIN, LLP OCTOBER 2016 – PRESENT

Serve as the senior Help Desk Analyst at the Woodland Hills branch, supporting 80 in-house employees, both hands-on and remotely, as well as an additional 70 employees located at other branches or working in the field remotely.

Set up and installed Dell Data Protection Encryption for all employees with laptops (45) and troubleshot with Dell when problems showed up.

Researched and Implemented new software called PDQ Inventory and Deployment to help keep track of equipment, winbios information, softwares installed, Group Policy implementation, mass deployment of programs and updates.

Supported the branch during tax season (CPA firm) to minimize downtime and dealt with any issues that rose during the season that involved Lacerte, QuickBooks, CSA, CBS and Pensoft. Create tickets with vendor support and come up with strategic implementation for resolutions.

Lead on company acquisition for merging all client data, client codes, forms and backup information pertaining to the last 7 years for tax purposes. IT SERVICE TECHNICIAN PANAVISION JULY 2012 – OCTOBER 2016

Served as the main IT Service Technician for 600+ employees that I assist both hands-on and remotely.

Supported the day to day operations of the Panavision Infrastructure.

Took care of short term and long term projects of software, hardware and server nature. 2

Used inventory and deployment servers to deploy/uninstall/replace software and applications from client’s computers without interrupting their daily workflow.

Assess and troubleshot hardware failures for both PC and Mac computers.

Traveled to extended branches, located around the US and Canada, to work on server rooms, upgrade employee set ups and show face for the IT department.

Configured switches, routers, and servers from scratch to work with our current infrastructure for replacing old units or configuring new branches.

Configured new VMs using Windows 2012 R2 for file shares and domain controllers.

AD and Exchange management for all new, current or terminated employees.

Built and maintained digital media signage server to display Panavision’s products.

Configured Dell W-3200 WiFi controller, installed licenses for WAPs and deployed to remote branch

Education

BACHAELOR’S OF ARTS JUNE 2009 CSU NORTHRIDGE GPA: 3.4

Major: Multimedia Production

Studies: Flash Animation, Podcasting, Film Editing, Website Design, Production, Script Writing, Cinematography

ASSOCIATES OF ARTS DECEMBER 2006 MOORPARK COLLEGE GPA: 3.8

Major: General Education

Dean’s List: Fall ’04 and Spring ‘05

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