Virgil Moffett

919-***-**** ad23ye@r.postjobfree.com

Candidate Summary

Virgil is an experienced Desktop Support Technician skilled in Data center environment and has provided customers the best service with excellent communication skills.

He has previously worked with State of North Carolina (Department of Public Safety), (Office of Information Technology) and (Department of Juvenile Justice).

He is Comptia Net+, Comptia A+ and MCP certified.

He has strong experience with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications

Resolved all major issues for client side agents including login error, account lockouts, network connectivity, and hardware failures.

He was responsible for various projects including user migration support and he is proficient in creating desktop and server images using Image Cast & Ghost Enterprise Suite.

He was responsible for tracking and documenting process and procedures related to technical field support activities.

Key Competencies

Hardware: Servers, Desktops, Laptops and Tablets, Routers / Switches

Operating Systems: Windows 10 8 /7 / Vista / XP / Microsoft Server 2012/2008; VMWare and Hyper-V

Systems Management: Windows Active Directory, Microsoft SCCM, Client Center for Configuration Manager, SCCM Software Center, OSD Helper for SCCM, McAfee Endpoint Encryption, Operating System Imaging (OSD /MDT, ImageX, DISM, Ghost), Active Directory and Group Policy Management (AGPM).

Applications: CRMs ServiceNow, (HPE Service Manager, Remedy, Salesforce, Heat) MSOffice (2010/2013/2016/O365), Exchange (client side), Remote Tools (Windows RDP, Bomgar, Cisco Jabber, GoToAssist, TeamViewer), Powershell

Data and Telecommunications: Linksys, NetGear, Wireless and Wired LANs and WANs

Employment History

State of North Carolina Department of Transportation (Highway Bldg), Raleigh NC Nov 2018 – Present

Imaging Specialist/ Desktop Support

• Utilize technical expertise and understanding of business needs to evaluate assigned IT incident and problem

service desk tickets to appropriately prioritize and evaluate business impact. Proactively promoting positive

customer relationships and mentoring others to ensure client satisfaction and organizational success.

• Owns customer problems and works with a sense of urgency to resolve incidents and problems while

communicating the status of progress to the Customer, Customer Support Specialists and the Service Desk using cal

tracking systems.

• Leverage technical knowledge, serving as a resource for other technicians to help solve complex problems.

• Responsible for various projects including user migration support and is proficient in creating desktop and server

images using MDT, SCCM OSD, Imagex, & Ghost Enterprise Suite.

• Works with Data Center Operations with user file server data storage, network reservations, data restores, various

account creations and modifications (AD, email, NCID, CITRIX, etc.).

• Responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access,

alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.

• Works with application development teams to identify application issues at the customer level and provide

technical detail in order for development teams to accurately identify problems within applications.

• Coordinate with network infrastructure teams to identify network issues at the customer level and provide

significant technical detail to assist in network hardware resolutions.

• Research and study current technology to identify emerging trends and issues, makes suggestions for technical

solutions to solve current and future problems.

First Citizens Bank, Raleigh NC Apr 2018 – Nov 2018

Data Center Desktop Support & Operations

Operating System Deployment ( OSD ) via SCCM

Workstation Client OS and Application Support

Remote Branch Support (RDP Phone) to field staff (Compucom)

Request fulfillment installing and configuring non – SCCM packaged software

Data imaging and restoration.

Provided support to users post migration.

Resolved all major issues for client side agents including login error, account lockouts, network connectivity, and hardware failures

Responded to client calls, emails, and chats in professional manner, earning compliments and respect of peers

Troubleshoot hardware and software issues through use of remote assistance software

Imaging Laptops and Desktops for Enterprise PC Refresh Project

Responsible for tracking and documenting process and procedures related to technical field support activities

State of North Carolina Department of Public Safety, Raleigh NC Apr 2013 – Nov 2017

Systems Administrator/ Desktop Support

Project to migrate 1500+ user systems.

Systems Integrator in the Enterprise Active Directory [ EADS ] environment.

Created and maintained the Domain based Group Policies in AGPM for the agency’s migration from a Windows Workgroup schema to implement Enterprise Active Directory Services (EADS).

Integral collaboration with the creation, deployment and management of the Windows7 Enterprise image to all agency PC’s with Microsoft’s MDT and SCCM.

Provide deskside support for end users

Extensive use of Active Directory.

Provisioned and managed 20+ SCCM Win2012 R2 Server’s and content (applications, Microsoft updates, data) Distribution Points (DPs).

Provisioned the Win2008 R2 Server with WDS services imaging 15000 +- PCs (desktops and laptops).

Identify performance issues proactively; solve technical problems on assigned hardware and software platforms applications following standard protocols.

State of North Carolina Office of Information Technology, Raleigh NC Mar 2008 – Apr 2013

Technical Support Specialist/ Desktop Support Technician

Responsible for configuration changes to equipment and software as needed.

Utilized McAfee Endpoint Encryption Safeboot Admin console to add, remove, restore, and modify container records for multiple agencies’ users and hardware.

Performed data recovery for encrypted hard drives with Wintech 5.25 and/or Ontrack Easy Recovery Professional.

Utilized SCCM to manage, remote and audit Desktop assets.

Coordinated with vendors on Software Application and Hardware lease and purchases.

Established RDP sessions to Server 2012 & 2008 domain controllers [multiple agencies] in Active Directory environments to add, modify and delete users and hardware.

Installed and configured McAfee endpoint software to Win7 platforms as well as virus scan and removal of infected objects. Created, deployed and maintained Windows 7 Enterprise images.

Assured required service levels were maintained by understanding prioritization model and responding accordingly.

Identify performance issues proactively; solve technical problems on assigned hardware and software platforms applications following standard protocols.

Maintained liaison amongst activities achieving the most efficient use of systems and customer satisfaction.

State of North Carolina Department of Juvenile Justice, Raleigh NC Apr 2004 – Mar 2008

Technical Support Analyst

This professional position allowed me to provide analytical and technical assistance to users in the preparation of programs and applications to support research, instructional and administrative activities within the agency.

Under the direction of the MIS manager, I assessed the computerization needs of clients, recommended potential hardware and software, trained users of computer systems, and assisted in problem resolution.

I served as a specialist applying software packages to a variety of computer user needs and provided assistance on the application of a wide range of software packages to a variety of user needs of varied complexity.

Glass House Technologies, Framingham, MA 1998-2001

Technical Support Engineer

Network Storage Company providing server and network support.

UNIX Environment supporting Solaris.

Professional Development

Microsoft Virtual Academy, Coursera, LinkedIn Learning,

Enterprise Deployment

Migrating from Exchange Server 2010 to 2013

Software Deployment, Software Installation MDT

Windows Server, Network Administration

Education

Bachelor of Business Administration Computer Information Systems, 2003 North Carolina Central University, Durham, NC USA

Certification and Trainings

Information Technology Academy, Concentration : MCSE / MCSA / MCP Program Johnston Community College, Smithfield, NC USA

Microsoft Certified Professional MCP, Number : B561-9219

CompTIA A+ Certified, Number : COMP001001636479

CompTIA Net+ Certified, Number : COMP001001636479

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