James Green

571-***-****

ad1s6q@r.postjobfree.com

Summary:

Meraki Device– Virtual Desktop Support / thin client

Experience helpdesk/desktop support resource Provide desktop support “Post Migration Support”, Failed migrations, data corruption issues, missing folders, connectivity, and Outlook 2013, related to missing or PST related issues. 0365 Support

Provided extensive Windows 7 support in addition to troubleshooting client issues, VPN administration, Active Directory and Remote desktop.

Experience in Imaging from SCCM. Laptop and desktop install and refreshes for Dell, HP, and Mac PC.

Acquired experience with desktop and laptop configurations including, Windows NT, Windows 2000 Client, Active Directory, MS Office, MS Outlook and working knowledge of computer related hardware and software.

Tanium

Netmotion VPN

Clouldstrike Antivirus

Netskope – Certificate management and web content filter

RSA SecurID

Software Center – SCCM

AD

Remedy – Service Now

CERTIFICATION(S)/TRAINING

CompTIA A+

MCP

Security+

PROFESSIONAL SKILLS

Microsoft Windows XP & 7 Professional, win 8.1 – Win 10,11 and OFFICE 365 suite Could and Client-based email applications

1st level Customer Service

Remedy 7.5 / Remedy force/ ServiceNow Ticketing System

Microsoft Active Directory / Altiris / Ars Server admin

Avaya Call Manager / Polycom system/ Crestron

Microsoft Office Professional 2003, 2007, 2010, 2013, 2016, O365

RSA Remote Authentication Manager (RSA Token) /Citrix / Network Connect 8.1

Network Configuration – IP compliance

HP Web Jetadmin / Printers Configuration / web ex print servers

Lotus Notes 8.1 /Lync Server 2013 / Skype for Business

Bit locker (ID & Password File Recovery)

SharePoint Basics / Internet and Web support

TCP/IP Utility Tools

ActivClient (Smart Card & Certificates)

CISCO ANYCONNECT VPN / Citrix Virtual Desktop. VPN, Remote tools /Thin client

Norton Ghost- Symantec / Cylance/ TrendMicro Office scan /

Active Directory and Remote desktop

CITRIX REMOTE / Bombay – TeamViewer, Network Connect / Juniper VPN / LANDesk Management tool LANDesk Management Tools / IPASS wireless tool/ Enterprise SSO

PROFESSIONAL EXPERIENCE

CITY OF PHOENIX May 2022 – Oct 2023 Desktop support level 2

Diagnose and resolve software and hardware incidents, including operating system and a wide range of software applications.

Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

Accurately record, update and document requests using the IT service desk system.

Install and configure new IT equipment.

Install and troubleshoot and repair both software, hardware and peripherals.

Maintain a first class level of customer service ensuring that all services are delivered to meet the customers' expectations.

Maintain excellent written and verbal communication skills.

Motivated team player with skills and ability to manage changing priorities.

Create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests.

Exhibit a flexible approach to providing coverage as needed on or after hours.

Have an in depth understanding of IT policies and procedures.

SCCM, RDP, AD, and Policies

Asset management

Remedy ticketing system

Tanium /imaging and software push / SCCM

Application install and support

Software Center

Printer installations

Netskope and cloudstrike (Cert Management tool and Cybersercurity)

Project tracking (Programs outside of daily duties)

HCL / USAA, Addison Texas January 2016 – 2021

Site Manager/ Desktop support Engineer

VIP Support for executive level end-users. Adherence to SOP, and White Glove policies regarding SLA’s. Genuine aptitude for problem solving and Customer Service.

Deskside, break-fix, and Installations, Moves, Additions, and Changes (IMAC)

Cisco Router configuration, Switches, and Lan support

Port configuration and Identification

System Administration

BIOS configuration

Data Recovery Tools

Data Encryption tools Bit locker /PGP Whole Disk encryption

Managing TC closets, Backup servers, and management.

Active Directory Management – add, modify, and edit user roles.

SCCM push, update, and application management. Migrations. Soifware installs and patches

Remote Desktop administration / Thin Client, VM’s

Disposal, redeployment, asset reclaim, forensic, and data/email request services

Shipping coordination to and from partner offices

Secure print Printers and print servers, videoconferencing, and remote support / VTC’s

Ricoh, HP, and Dell print servers

Window XP, 7, 10, and Office 365 support

Data recovery tools

Data encryption tools Bit locker McAfee

Image installation / Win 7 and 10 deployment / backup and transfer

Warranty and out-of-warranty repair assets and replacements / Vendor support

Asset and inventory management

Procurement - assistance (if applicable)

GOOD - Software for enterprise mobile management / Avaya / Cisco

Citrix Virtual Desktop

IPASS Wireless Management

VPN – Pulse Secure Network Connect 8.1/ AnyConnect

Juniper VPN / Citrix

Office 365 / Lync 2013

Cylance, Microtrend, antivirus Software, adware, and malicious software removal tools

Wi-Fi and networking support

TrendMicro Antivirus Office Scan

Mobile phone support iPhone and android

VTC and conference room support / Crestron AV Systems/ Polycom

Lync server 2013 management and support and instant messaging tools

Interactive Client

E-learn Admin

Network Administration

Firewall, AD, Group policy updates and modifications

Skype for Business

Inventory management tools

SolidWorks Engineering Application Software

Software installations and patches

MS SharePoint

Microsoft Access / Inventory use

International Integration/ Fannie Mae, Reston, Wash DC November 2014 – January 2016

Desktop, Migration’s support team

Post migration lead – Customer satisfaction support expert. Visit comstomes after completion of migration. Answer questions, verify job has been done to custome satisfaction.

Win 7 to Win8 Migration. Install, configure, Run IBM based script Lenovo, follow SOP requirements to ensure data transfer.

Provide desktop support “Post Migration Support”. Failed migrations, data corruption issues, missing folders, connectivity, and outlook 2013 related to missing or pst related issues.

Excellent customer-based service provided to end users. Resolve remedy tickets based on user issues. Provide solutions per ticket via Remedy. Specific skillset needed were to interact with clients, solve issues in a timely fashion, troubleshooting required to identify source of any outstanding issues, then provide solutions.

Administer and maintain applications, workstations, scanners.

Provide technical support to end-client. Monitor printer consolidation.

Run Script IBM Lenovo, provide customer service to clients with failed or issues related to data transfer, Troubleshoot issues, tier 2 support. Provide follow-ups to clients with issues regarding and related to migration. Login issues, Outlook PST files, missing files, manual and peer to per data transfers.

Cisco, jabber, juniper, dell, McAfee, Microsoft Office, Checkpoint Security Products. SCCM pushes non-standard software.

Windows 8 deployments and follow-ups. Provide first-class deskside support. Run script to facilitate data transfer over network or peer to peer. Provide first class support to end-user upon migration completion.

Primary support for the desktop computing environment includes desktop troubleshooting, migration of IT equipment, MAC support, and asset management of all IT components.

Provision configures, and test computer hardware, software and operating system.

Recommend changes to improve systems and determine hardware or software requirements related to such changes

Maintain an inventory of equipment and parts needed to support the environment.

Coordinate with vendors and with company personnel in order to facilitate resolution of issues.

Active Directory

Routers, Switches, and Lan support. Test and configure Network configurations.

NIH, National Institute of Health/Alta, Rockville, MD, 2085 January 2012 – November 2014

Senior Technical Support Analyst

HP, Dell, and Mac OS laptop/desktop configurations, deployments, and end-user install. Follows policies to ensure integrity of install. Provide excellent customer service regarding any issues that pertain to knowledge base, and or general questions regarding implementation of new or updated OS and hardware.

Windows 8 support. Windows 8 deployment and desk side support for laptops and desktops, imaging and VOIP setup. Good customer interaction skills, ability to multitask, capable of updating tickets, prioritizing ticket volume and updating equipment status.

Imaging from SCCM. Laptop and desktop install and refreshes for Dell, HP, and Mac PC.

Software installs, standard and non-standard. Remedy ticketing system.

Imaging PC /Mac for deployment. Belarc Advisor Report. Provide continuity and integrity between Microsoft Windows 7 and Windows 8 OS.

Accurately manage customer satisfaction via follow- ups to all customer/client inquiries regarding and/or pertaining to an install. Data Transfer.

Follow SOP guidelines. Installs PC field deployments for campuses offsite.

Develop hardware installation schedules.

Mobilize installation team.

Prepare site installation and test reports.

Software installs, standard and non-standard, file repair sfc.exe fixes.

Coordinate post installation operations and maintenance support.

Coordinate and install Polycom telephones systems and Lync IM services.

Coordinate surplus of equipment through inventory management and wiping pc's\mobile devices IOS, Blackberry and Android OS. Provide customer support and degaussing. Belarc Advisor.

Install and configure Polycom phone systems. Blackberry smart phone support

Microsoft Office 2013. Configured Microsoft Outlook email, archives, OST and PST files and folders and data file management for Microsoft Office 2003 – 2013.

IMF, International Monetary Fund, Washington DC December 2010 – January 2012

Data Migration lead Specialist-Tier2

Windows XP/Vista to Win 7 manual migration for 3,500 users.

Prepared and documented all existing data. Belarc Report Advisor

Installed new upgraded laptops while running migration script for data backups.

Recorded all inconsistencies in backup and the restoration of data.

Followed all IMF SOP requirements for new updates implemented daily.

Run checks to ensure that all data has migrated successfully.

Checked for accuracy of installation while verifying that user data, email/ archive, local and networked printers, scanners, desktop, internet/intranet for department specific applications are installed and properly working.

Assisted in post-migration troubleshooting and related fixes associated with migration or user profiles.

Kept detailed records of work performed while adding changes to the database as needed.

Modified user accounts on domain, password resets and remote VPN access.

Provided guidance and technical support to customers regarding computer hardware, software, and/or network issues related to migration.

Provided extensive Windows 7 support in addition to troubleshooting client issues, VPN administration, Active Directory and Remote desktop.

Supported Commercial of-the-shelf (COTS) software for MS Office 2007/2010 and Internet Explorer in a MS Windows XP and Win 7 environment.

Supported customized WU applications for the web browser as well as client-server-based browsers.

Troubleshot hardware problems on workstations and peripherals.

Built and configured desktops and laptops.

Managed an inventory of systems, subsystems and component parts used in repair work.

Assisted System Administrators in system maintenance and implementation.

Logged and managed requests for Desktop Support and provided progress reports.

Provided remote support for branch offices to perform support (Windows RDP).

Built computers using Ghost Imaging and MS Deployment Tools.

VPN and Bit-locker Encryption.

Monitored and managed HP Service Desk for incoming requested and incident tickets.

Fixed user issues related to MS Outlook and other Office apps. Mac 10.8 Mountain Lion support.

Installed Visio and Project software requested by users for browser related issues (Citrix and other browser-based apps). Remote Desktop Support.

Built and rebuilt machines using standard imaging.

Configured Microsoft Outlook email, archives, OST and PST files and folders and data file management for Microsoft Office 2007 – 2010.

WMATA/METRO, Washington DC June 2008 – December 2010

Customer Support Technician, Tier2

Held the responsibility for all data transfer and data migration for user data profiles from Microsoft XP to Microsoft Windows7.

Provided extensive Norton’s Ghost imaging while maintain Ghost servers.

Imaging, sysprep configuring, deploying and testing. Implementing Microsoft’s Windows XP and Windows 7. Belarc Report Advisor.

Provided Microsoft Office 2007 and 2010 support while modifying and troubleshooting MS Outlook and end user E-MAIL issues, Deployment and installation of WMATA imaged dell laptop and desktop computers, peripheral devices, to and from WMATA locations in and around the Washington Metropolitan Area.

Created, identified, and implement proper techniques for data transfer and installation set forth in WMATA guidelines and SOP’s.

Held the responsibility of importing and exporting data.

Maintained system integrity once data transfer has been completed.

Researched and implemented fixes and install patches and workarounds when using Windows 7.

Installed and configured Microsoft Outlook email, archives, OST and PST files and folders, data file management for Microsoft Office 2007 – 2010.

Tracked progress of deployment via pc barcodes while resolving issues during and after installing new pc to user locations.

Helped users become familiarized with updates after migration. Perform follow-ups with end-users requiring additional installs. Remote Desktop installs.

Checked for accuracy of installation while verifying that user data, email/archive, local and networked printers, scanners, desktop and internet/intranet department specific applications are installed and properly working.

Assisted in and with post-migration troubleshooting and related fixes associated with migration or user profiles.

Kept detailed records of work performed and added changes to database as needed.

Modify user accounts within the WMATA domain, Password resets, Provided extensive Windows 7 support for troubleshooting client issues.

Provided Internet/intranet connectivity, web applications, password resets for Microsoft Windows 7. Provide guidance and technical support to customers regarding computer hardware, software, and/or network issues related to migration.

CITRIX REMOTE VPN access. Citrix installations and Troubleshooting. Provide user with solutions to accessing work from home or abroad. Research error messages, determine point of failure. Walk customer though steps of determining points of connectivity failure. Delete temp files, clear cache and cookies from browser. Turn off pop-blockers. Determine failure point at which user gets an error message. Home network, Citrix server issues (pinging citrix server), or endpoint desktop workstation (unable to login to workstation) etc. Ask questions, last time the user logged into Virtual Private Network. Key FOB issues. Active Directory.

Maximo ticketing system. Held responsible for maintaining Maximo ticketing systems while creating, updating and modifying user trouble tickets.

Resolved level 2 issues, meeting SLA requirements and metrics.

Provided level 2 network printer and scanner support to end user.

Assorted software installation MPDT.

Raytheon, Arlington VA March 2007 – June 2008

Desktop Support Specialist, Tier2

Provided level 3 technical support to all IDS (integrated defense systems) personnel and business partner visitors.

Implemented USD ticket tracking system phased out in place of REMEDY tracking system.

Troubleshot desktop support calls and tickets for repairs, new user setups, logon issues and resets.

Held the responsibility for PC Leash refresh, sysprep re-imaging, software deployments, and migrating for Windows XP to Win 7’s 64 -bit platform.

Provided manual backups (Memeo) for enterprise software installation, configuration, and provided support for Microsoft XP and Windows 7.

Provided customer support for users on at home and on travel.

User applications and profile management, Wireless Network, WWAN (air card) “PEEP wireless”, Cisco VPN client, Drive Mappings, Printer Mapping, 2003-2008 print server maintenance and support, PGP enrollment (Whole Disk Encryption) support, Lotus Notes 8.5 and Sametime, net-meeting, (install, configure, support), Microsoft Office Suites (Visio, Excel, Word, etc.), Microsoft Outlook (install, configure, support), data archiving, ERPM, on the RTN Secure network domain. Cisco Remote access. Lotus Notes 8.5 setup and installs, configure, repair and maintain.

Provided asset tracking, inventory management, large and small conference room setup (Creston’s MPS “Multimedia Presentation System”), VTC (video teleconferencing), and A/V support and maintenance. Teleconferencing.

Supported Blackberry troubleshooting, synchronizing, configuring, and support.

Provided HP printer maintenance and support.

Maintained VAG (visitor’s access gateway) for users

Used DRA (active directory tool) for modifications.

Provided RTN network support while configuring and providing administrative support for the “AVAYA 4600SW IP” series telephone system.

OCTO/PCN Strategies (Call center), Washington DC February 2003 – March 2007

Desktop Support Technician, Tier1

Provided first level technical support to clients contracted with OCTO (DC Office of the Chief Technology Officer) located in Washington DC region.

Interacted with customers collecting incident information and lead users through basic diagnostic procedures to determine source of pc issues.

Windows XP and Windows7 support provided to clients when troubleshooting related issues.

Provided MAC OS 10 and Window 7 (PARALLELS) support for users using the MAC 10 OS.

Documented each interaction, with customers in troubled ticketing systems.

Ensured all end user incident response goals are met in accordance with established service level agreements.

Answered questions to end-users by identifying problems, researching answers, troubleshooting primarily from a desk via email and phone. Citrix Remote Desktop VPN Client and web access services troubleshooting. Citrix Install Check for error messages pertaining to

Actively responded to user request for wireless VPN (Juniper) support for users working from home or abroad.

Provided tier 1 and tier 2 support to DC fire and rescue FEMS, MPD Metropolitan police dept, DCPS DC public schools, OAG Office of the Attorney General, and over 60 district agencies under OCTO.

Provided Windows XP and Windows 7 support for common issues such as resetting passwords via active directory, Microsoft issues, user profile modifications, internet connectivity access issues, providing support for the Microsoft Office 2003-2007 suite, drive mapping, hardware/software support, e-mail access support, webmail, domain and DNS resolution issues, and modified user accounts for DCPS.

Updated and modified tickets generated by the REMEDY ticketing system tracking tool.

Routed and escalated tickets to 2nd level support team, as necessary.

Ensured all issues in regards networking outages were reported to the network operations center (NOC).

Created, modified, and disabled accounts using Active Directory.

LANDesk Remote Access for Mac OS xnd the Windows OS environment. Parallels support Windows XP and Mac OS 10.

General Dynamics, Woodbridge VA September 2001 – February 2003

Desktop Support Technician, Tier2

Worked as an Active Desktop Support providing tier two support for Bae System.

Actively provided service for users accessing local or network drive components in a WIN 2000 and XP environment.

Maintained user friendly support to clients with pc issues pertaining to software applications, hardware configurations and proprietary software used by either Bae Systems or Computer Sciences Corp.

Monitored and resolved escalated trouble tickets through Bae’s USD tracking system software.

Resolved hardware and software issues generated from tier 1 help desk.

Reimaged pc’s by installing software, printer configurations, and desktop VPN connections.

Gained extensive experience with Lotus Notes, outlook, yantra, same time, and USD (unicenter service desk tracking software).

Computer Science Corporation, Bae Systems, Woodbridge VA February 1998 – June 2001

Desktop Support Technician Tier2

Provide desktop support by troubleshooting issues for PCs, laptops, or tablets and their peripherals.

Aid with new user setup and account maintenance and password reset.

Gained practiced with pro-active problem solving, responding to email, voicemail, and calls in a timely fashion.

Investigated and tested reported issues in a promptly manner.

Re-imaged Dell and other types pc’s using Norton’s Ghost.

Insight Global, General Dynamics, Woodbridge VA October 1996 – February 1998

Technician, Tier2

Held the responsibility for active directory, logon policy, password resets, user accounts and e-mail resets in a network environment.

Assisted in and with post-migration troubleshooting, and related fixes associated with migration or user profiles.

Kept detailed records of work performed and added changes to database as needed.

Provided guidance and technical support to customers regarding computer hardware, software, and/or network issues related to migration.

Supplied hardware troubleshooting skills, extensive XP, and Win2000 Professional troubleshooting.

Provided Microsoft based knowledge pertaining to logon scripts, policies and Windows XP, 2000 Security model.

Deployed and assisted with integrated messaging systems including win XP.

Gained desktop experience troubleshooting various operating systems including, Win XP configurations, and e-mail client setups.

Acquired experience with desktop and laptop configurations including, Windows NT, Windows 2000 Client, Active Directory, MS Office, MS Outlook and working knowledge of computer related hardware and software.

Georgetown University, Washington DC April 1995 – October 1996

Network Technician

Provide port mapping for all dorm rooms located on university campus.

Provided user link-runners and tone generators for tracing network connectivity or connectivity issues from client settings to network switches and routers.

Identified and recorded connectivity levels or issues for each suite on campus.

Labeled and identified appropriate Ethernet and fiber-optic cable for testing with link-runners to telecom closet.

APEX Incorporated, Arlington VA August 1993 – March 1995

Dispatcher / Database Technician

Identified the type and scope of service to be performed daily.

Determined and scheduled orders according to urgency.

Kept records of repairs, installation, removal of equipment and appliances and hours required on each job.

Updated and ensured TADD, EAMS, and REMEDY databases are maintained daily.

Maintained Excel spreadsheets, created tickets for de-install and re-installs.

Updated change records and all data related issues.

Opened trouble tickets for users while identifying and resolving hardware, software, and network problems in a timely manner.

Escalated unresolved trouble tickets in a promptly manner.

Tracked calls and keep customer informed until resolution.

Updated trouble ticket status and close trouble ticket upon resolution.

Responded promptly to user questions on hardware and software problems submitted via the Help Desk System.

Updated the Remedy Help Desk system to reflect tasks performed and issue resolution.

Maintained and installed systems by troubleshooting hardware and software problems while repairing any inoperable systems or associated equipment.

Microsoft Windows XP, Windows7 32/64-bit OS support. Office 2003 thru 2010 mail support, Active Directory account modifications, Remedy, Unicenter Service desk, Footprints, and Maximo ticketing systems, Desktop/ Network Support, LANDesk, Juniper Remote Desktop,

Citrix VPN support. PGP Disk encryption. Drive mapping, Parallels for PC and MAC.

Data Migration Support and deployments, Post Migrations Follow-ups, Ghost Imaging, Virus protection, sysprep. Run scripts to perform data backups and software installations. Troubleshoot issues. Sysinternal. Symantec’s.

Standard and non- standard Software installations, Printer support and maintenance,

VTC Video Conferencing support, Avaya phone support. (Creston’s MPS “Multimedia Presentation System”), VTC (video teleconferencing), and A/V support /maintenance. Teleconferencing.

Network support – NOC center for OCTO call alarms

Network fiber upgrade: link-runners and tone generators for tracing network connectivity to network closets.

Troubleshoot hardware, and software issues.

Migrations and /or Refresh: Prepare hardware, Run Belarc report advisor. Check upgrade OS for compatibility, backup and re-install user data to upgraded PC and/or OS. Check integrity.

Prepared and documented all existing data. Perform backup of specific data to be migrated

Install new upgraded desktop/laptops for deployments. Run data migration scripts.

Recorded all inconsistencies in backup and the restoration of data.

Follow SOP requirements

Run checks to ensure that all data has migrated successfully.

Checked for accuracy of installation while verifying that user data, email/ archive, local and networked printers, scanners, desktop, internet/intranet for department specific applications are installed and properly working.

Assist in post-migration troubleshooting and related fixes associated with migration or user profiles.

Record any incidents or issues for post migrations follow-ups. Install any non-departmental specific software that was previously install to pc if compatible with upgraded OS.

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