Customer Support Desktop
Resume:
Patricia H. Boyle
Falling Waters, WV *****
*************@*****.***
Summary:
Over 25+ years of customer support Skilled Technologist with experience configuring computers, servers, and peripheral devices to work within established company and security parameters.
More than 12+ years of experience in SCCM and Group policy and Skilled Desktop support with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of tier 1, 2, and 3.
Configured hardware, devices, and software to set up workstations for employees and broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Demonstrated ability in desktop and systems design and Installed software via MSI Packages and SCCM Collections and Image and push software via SCCM.
Utilized Active Directory/group policy to support and secure clients, SCCM client installed startup scripts, etc.
Used KACE and SCCM to image workstations and deploy applications, updates, and patches.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Familiarity working in an Active Directory environment.
Familiarity working with Windows Server 2012 and Server 2016
Familiarity working with Windows Server 2012 and Server 2016
Familiarity working with DNS and DHCP
Education
Nationally Certified Travel Counselor 2003, 2008 CompTIA A+
Continuing Education Tourism Training: 2009
Kaplan University - Hagerstown, MD
Skills:
Admissions FoxPro
Strong Customer Relations Skills
Strong Organizational Management
Excellent Communications Skills
BMC Remedy ARS Systems
ACD Phone System Usage
Strong Overall Phone Skills
Microsoft Office Suite
Strong Overall Computer Skills
Software/ Hardware Components
Server Experience ClearPath Dorado/OS2200 Systems
A+, Imaging, Technician
ACD, ITIL v, Telephone
Active Directory, Laptops, Phone, DNS, DHCP
Administrative, Mainframe, Telephones
ClearPath, Managerial, Phone Skills
Communication skills, Exchange, Travel arrangements
Communications Skills, Microsoft Office, Troubleshooting
Strong interpersonal skills, Microsoft Office Suite, VOIP
Oral, Microsoft Outlook, Written
Hardware, Windows Operating System
Computer hardware, Window 7 and 10
Counselor, Windows
Credit, Window
Customer Relations, Multi-phone lines
Customer service, Enterprise
Customer service skills, Networking
Customer support, Network
Data entry, OS
Data processing, Organizational
Database, Personnel
Databases, Phone System
Desktops, Printers
Email, Quality control
Event management, Scheduling
Firewall, Self starter
FoxPro, Servers, SCCM
Government, Shipping
Help desk, Systems design.
Image, Desktop Support
Work History:
Systems Operator Level
USCG OSC Kearneysville WV 01/2020 to Current
The NVMC DCS team provides an array of services for the Department of Homeland Security primarily the U.S
Coast Guard (USCG) and Customs Border Patrol (CBP) as well as in-house support for Operations Systems Center (OSC) personnel
All services are provided in a 24x7x365 shift environment and in brief consist of the following items:
Data processing of Automated Mutual Vessel Emergency Response (AMVER) message traffic
Data processing of Ship Arrival Notification System (SANS) message traffic
Internal quality control functions
Tier 1 application support for USCG, CBP, DHS and maritime industry personnel
Tier 1 maritime regulatory customer support
Network, System and Data floor monitoring, event management and logging services
Other duties as assigned.
Responsibilities include, but are not limited to:
Analyze and enter message traffic from shipping interests concerning vessel travel to U.S
Ports and world-wide
Validate vessel information entered the databases.
Interface with government and vessel customers
Provide technical and non-technical customer support services.
Provide alarm response and notification support duties.
Perform logging of daily events and other administrative functions
Perform Level I am tasking on the NOC.
Perform other duties as assigned.
Required Knowledge, Skills, and Abilities
Familiarity working in an Active Directory environment.
Familiarity working with Windows Server 2012 and Server 2016
Excellent computer skills and the ability to create high value deliverables.
Strong interpersonal skills and ability to work within a team environment.
Self starter who can “think ahead.”
Clear understanding of application support requirements
Proficiency with the Microsoft Office tool suite
Effective communication skills (oral and written)
Strong customer service skills
Able to meet requirements of System specific training that is provided on site.
Experience with the BMC Remedy Action/Request Tool
Experience with either or both the AMVER and SANS applications
Experience with the NimSoft or other monitoring systems
Use of the Deltek time keeping system
Familiarity with ITIL v3 Framework
Existing knowledge of USCG Business and Support systems is highly desirable.
Technical customer support / help desk experience
Proficiency in data entry
General knowledge of networking basics
RS Desktop Support, Responsible for the ongoing maintenance and future planning needs of the company's desktop environment.
Use TCP/IP troubleshooting tools to troubleshoot and resolve network connectivity and DNS related issues.
Collaborate with existing vendors to evaluate the new technology that is available and make recommendations to management on using that technology.
Consult with IT support and design departments to make sure that network expansion projects are in line with the company's plans.
Monitor the performance of the company's desktop infrastructure and make suggestions for improving efficiency.
Evaluate applications and software patches for desktop applications to see if they will solve desktop issues.
Id work on mainframe and did patch on window server 16.
Elp with patches when new software and firewall was being push out to all the computer Clear Path Dorado/OS2200 systems.
Have experienced administrator can effectively and intuitively manage All systems.
Work with Uisys Data exchange with database and transform and loads the data to target database.
Made profile for new user.
5+ years' desktop engineering experience and SCCM
Demonstrated ability in desktop and systems design.
Proven ability to offer high level desktop support in an enterprise environment.
Trained peripheral equipment operators and junior mentees in correct operation of terminals.
Leveraged automation and scripting tools to monitor, maintain and first-level troubleshoot job and process automation.
Reviewed job logs and application errors with sense of urgency to meet customer needs.
Troubleshot system stoppages and determined best course of action to maintain system up-time.
Image and push software via SCCM.
Installed software via MSI Packages and SCCM Collections.
utilized Active Directory/group policy to support and secure clients, SCCM client installed startup scripts, etc.
IRS Desktop Support
Select Group Martinsburg, WV 01/2019 to 12/2019
Patched software and installed new versions to eliminate security problems and protect data.
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Removed malware, ransomware and other threats from laptops and desktop systems.
Performed root cause analysis and general troubleshooting.
Collaborated with outside departments to implement system-wide improvements.
Configured hardware, devices, and software to set up workstations for employees.
Monitored systems in operation and input commands to troubleshoot areas.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Maintained servers and systems to keep networks fully operational during peak periods.
Helped streamline repair processes and update procedures for support action consistency.
Upsold products and services to increase company beyond targets.
Troubleshot various technical issues dealing with printers, network, and phone systems.
Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
Configured hardware, devices, and software to set up workstations for employees.
Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Used KACE and SCCM to image workstations and deploy applications, updates, and patches.
Tier 3 Desktop Support Specialist
JLG, With Teksytem - Hagerstown, MD 09/2018 to 12/2018
Windows Operating System experience
Ability to work multiple facilities based on business needs and working independently.
Ability and eagerness to learn about new technologies used throughout the company and provide great customer service.
Desktop Support technicians’ main responsibility is resolving issues and fulfilling IT requests that require in person intervention.
These technicians will be responsible with imaging, refreshing, backing up of end user systems and working with Windows 10
As a support technician, you must be well-versed in both computer hardware and software.
Re-image computer though Bio's and work with Active Directory
Work on server and did maintain on them.
Did break and fix on hardware and software.
Work with I phone and blackberry.
Created profile for the computer for new and employee.
I imaged computers for use via the Microsoft SCCM systems.
1 Desktop Support 01/2011 to 03/2016
L3 Stratis - Frederick, MD
Did break/fix for laptops, desktops, printers, and other devices.
Handled software and hardware issue.
User and Administrative experience with Window 7
Managed Active Directory LDS on a Microsoft server to preform Domain services; group policy, encrypting file system, password resets.
Experience working with Microsoft Office 365 and Microsoft Outlook Exchange Servers
Created VOIP accounts, handled password resets and troubleshooting.
Worked with BMC Remedy and processed over 50 tickets a day, had a 92% first call resolution.
Developed rapports with government and military personnel via telephone and email.
Continued my education by obtaining certifications which aided in building the skill set that was used daily.
Assisted in SCCM management including installs and repairs of SCCM.
Customer Service Representative,
Manage multi-phone lines with high call volumes 01/2006 to 01/2013
Provide general information to customers regarding schedules, season passes and reservations.
Process credit card transactions
Complete electronic guest registration and corresponding data entry
Assisted customers with travel arrangements, trip planning and scheduling of hotel reservations.
Coordinated work orders to resolve maintenance issues.
Assisted with managerial duties and staff scheduling.
Created and prepared daily, monthly, and yearly reports for visitor counts.
Managed telephones and referred customers to appropriate personnel or destinations.
I have 10 years with SCCM which it is call Microsoft system center configuration manager. It is windows product that enables the management, to deployment and and security of devices and applications across an enterprise. Other potential uses administrations will commonly use SCCM for endpoint protection and patch management and software distribution which I have done all of that.
Here are the steps on how it works
Step1 : to install the application, create packages in the SCCM console which, consists of the command line and executed lines.
Step 2: configure manager admin creates virtual applications packages and replace it to selected distribution points.
Distribution points are nothing but file servers, they store the packages for particular region.
Step4: now, install the SCCM agent which helps a machine communicate with the SCCM servers
Step 5:
In this step, the SCCM agent keep on checking for the new policies and deployment. Using the updates SCCM admin creates deployment where an application is targeted on a bunch of machines.
Step6 : once the policy reached the end machine, the SCCM agent evaluated this policy and reaches out to its particular regional distribution points for downloading the package.
Step 7: Once the executed files are downloaded in a temp folder, user can install those packages in the local system. Now the file status is sent back to the SCCM Server to be updated in the database. I have work with all the different versions.
I have worked with poweshell also.
And I have re-imaged thousands of computers with the IRS and 40 check both are use SCCM.
How to verify SCCM secondary sites;
To verify the installation of secondary sites:
Open and check the log files mentioned below
On primary site server open human log configmgrPrereg. Log
On secondary site server:
Open configmgrsetup. Log and sitecomp.log.
There are global conditions are conditions used by requirements rules. Requirements rules set a value for a deployment type for a global condition.
Site server is a main role contains components and services required to run a central administrator. Or secondary site. It is classification on which the user is going to install the manager. It hosts services necessary for the relationship manager.
Discovery methods in SCCM.
In SCCM. Discovery method identify the computer and user resource that you can manage by using Configuring Manager. These methods can also discover data record for each discovery object and stores this information in the configuration manager database.
The discovery method in SCCM.
Active Directory forest discovery
Active Directory group discovery
Active Directory system discovery
Active Directory user discovery
Azure Active Directory user directory
Azure Active Directory user group discovery
Heartbeat discovery
Network discovery
Server discovering
Delta discovery
Primary site in SCCM
It’s supports only a central administration site as a parent site. It also support second Terry Scites as child’s sites and supports multiple second dairy Scites each primary so I can be supported up to 250 secondary Scites and I up to 100,000 clients.
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