Desktop Support Software Systems

Adi Ridwan Waworuntu

**** **********, ******,** *****

***- ***-**** ************@*****.***

Experience Desktop Support Technician with a strong track record in analyst, tracking, and evaluating global IT infrastructure incidents. Detail-oriented and driven to see projects through from inception to completion as part of a dynamic IT support team. Proficient in user management, Active Directory, and possesses excellent diagnostic and problem-solving abilities. Skilled in Mainframe ACF2 and RACF, as well as Novell Groupwise. Adept at implementing and enforcing security measures to protect data integrity and access controls.

Skills

User Management

Active Directory

Excellent Diagnostic Skills

Novell Groupwise

Mainframe ACF2 and RACF

Excellent Problem-Solving Abilities

Work History

Desktop Support, CapGemini, Austin, TX (Working Remotely) 10/2018 till 1/2023

Reset users' passwords for State of Georgia email accounts.

Troubleshot printers and scanners.

Created tickets using Service Now ticketing system.

Configured and installed VPN/Pulse Secure for remote access.

Configured and updated O365 using OKTA.

Provided remote support to users using GotoAssist.

Desktop Support, Providence Health Center, Waco, Texas 05/2016 to 03/2017

Installed hardware and software as needed and performed reimaging of computers.

Troubleshot printers, scanners, and network issues.

Reimaged desktops and laptops with Windows or Linux operating systems.

Replaced desktop PCs in a Windows and Linux migration project.

Ensured network, system, and data availability and integrity through preventative maintenance and upgrades.

Security Administrator, Baylor Scott and White, Temple, TX 07/2010 to 07/2015

Ensured user access rights to systems and data aligned with defined and documented business processes.

Responded to access requests, examining user rights, access privileges, management approvals, and validation.

Served as an immediate point of contact for terminations, exercising discretion as necessary.

Implemented authentication, authorization, and access control measures to manage risk.

Responsibled for password reset of all users

Updated RACF mainframe access based on ticket requests.

Monitored the ticket queue and assigned tickets to team members.

Proficient in Kronos, Sequoia, Nextgen, and Active Directory.

Implemented company policies, technical procedures, and standards for data integrity and security.

System Support Specialist, City of Georgetown, Georgetown, TX 06/2008 to 05/2009

Provided technical support for all city employees' desktop and laptop computers.

Installed hardware and software as needed, performed reimaging, and resolved printer issues.

Identity Access Management, IBM, Austin, Texas 04/2000 to 04/2008

Created User IDs for Texas Department of Insurance and Team for Texas on Active Directory, Natural Mainframe (ACF2), and Novell.

Coordinated with systems partners to finalize designs and confirm requirements.

Designed and implemented new server standards for core business services.

Advocated for end-users, performed testing and problem analysis for server, desktop, and IT infrastructure work.

Provided network support over-the-phone and on-site, including troubleshooting, repair, and maintenance of systems and operations.

Managed user accounts on Novell, Mainframe MVS/390, and Active Directory on MS Windows 2003.

Resetting password for more than 2000 users of State of Texas

Performed technical support to end user on site or phone depending on Remedy tickets request

Diagnosed and solved network failures; provide network performance/data analysis,

Root cause analysis,networktraffic analysis, application profiling, impact analysis and

Capacity planning services based on Novell Network.

Analyzed network topologies, configuration files, bandwidth utilization data and equipment

Log files, making recommendations to increase network performance on Novell Network using

Bindview software

Scheduling for multiple-user access and email through GroupWise.

Understand user’s unique situations and customize setup to achieve maximum production, saving

time, reducingcosts and securing data; develop procedures and tools for staging workstations

Performed simulations in order to evaluate and test proposed changes to network infrastructure

and/or traffic flows using Bindview software.

Summarize current and projected hardware/software requirements; provide network support

over-the-phone and on-site; provide troubleshooting, repair and maintenance of systems

and operationsUser Management on Novell, Mainframe MVS/390, Active Directory on MS

Windows 2003.

Created work order and resolve the problems thru Remedy and Magic System.

Perform System Maintenance on McAfee Anti Virus EPO Server.

Reset password for Mainframe (ACF2), Novell Groupwise and Windows .

Transferred users from field office groupwise domains to main office groupwise domain.

Education

Bachelor of Science in Computer Information System, Northwestern State University - Louisiana, 1984 Certifications: A+ and Network+

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