Nigel Crockett

916-***-****

ad24hs@r.postjobfree.com

Sacramento, CA

https://www.linkedin.com/in/nigel-crockett-2774883a/

Summary

Over 21+ years of technical maintenance experience in supporting high-end clients including Senior Level Executives, CEOs, CFOs, Presidents, Surgeons, Doctors, Utility companies, Hospitals, and Counties.

Expertise with end-user devices including Laptops, Desktops, Operating Systems, and handheld Devices including iPhones, iPads, Android Devices, and desk Phones.

Ensured that incidents with potential or actual significant impact were dealt with promptly, efficiently, with minimum disruption to the business or operations and within SLA. Supported IT Service Management processes (e.g., Event Management, Critical Incident & Problem and Change Management, etc.)

Maintenance in supporting high-end clients including Senior Level Executives, CEOs, CFOs, Presidents, Surgeons, Doctors, Utility companies, Hospitals, and Counties.

Expertise with end-user devices including Laptops, Desktops, Operating Systems, and Handheld Devices (iPhones, iPads, Android Devices, and desk Phones).

Expert in resolving tickets with end users through calls with remarkable customer service, excellent communication skills, and extensive technical experience while being a versatile creative troubleshooter.

Proficient in Migration from Windows 7 to Windows 11 OS upgrades, using scripts, SCCM, Altiris, and Microsoft Intune Enrollment, which includes system configuration, network settings, and troubleshooting with documentation.

Availability for Interviews with 24-48 hrs. prior notice and can start after background clearance. A perfect fit for roles that require such expertise.

A great team player with remarkable customer service, excellent communication skills, and extensive technical experience while being a versatile creative troubleshooter.

Skillset

Global Client - Customer Support, Service Desk, Helpdesk, Desktop, ITS systems, Magic Ticketing system, Office 2003/2007manager/O365, Office 2016, Windows 10/11, Windows XP, Win 7 iOS, Mac OS Apple including Yosemite, El Capitan, Sierra, High Sierra, Mojave, Catalina, Ventura, Ubuntu 22.04.3 LTS, Microsoft Intune, Migration, Installation, config, and troubleshooting, Azure Cloud, Director (VDI), Cisco Global Protect VPN, PGP, Duo, Okta Verify, Nexthink, Microsoft Authenticator, Microsoft MDT (Microsoft Deployment Toolkit), Workbench, Task Sequence Manager, Azure, SCCM (System Center Configuration Manager), CyberArk, Azure Active Directory, Entra ID, Active Directory (MMC), MECP (Microsoft Endpoint Configuration), Atlassian Jira, Avaya Workplace, McKesson, Dell, Kronos, Microsoft, Firmware and databases, Yubikey, printers, Networking, cable management, Bitlocker, knowledgebase, Zoom, Microsoft Teams, Slack, Qualisys, Juniper 14 security

Experience

Client: Blue Shield, Sacramento, CA June 2023 – Jan 2024

Role: Help Desk Intermediate II

Responsibilities:

Level 2 IT support for internal staff and customers through support queues (SMP)

(Service Market Place)

Service Desk phone calls through Avaya Workspace while addressing problems quickly thoroughly, and consistently through ServiceNow.

Communicated and collaborated with IT staff to troubleshoot and resolve problems promptly, whether remote or on-site.

Accurately prepared written business correspondence that was coherent, grammatically correct, effective, and professional.

Fast-paced changing environment Ability to work in a fast-paced, with excellent customer service skills.

Monthly support of 400 Service Desk calls utilizing and troubleshooting with Nexthink, SCCM, Azure Entra ID MFA authentication support including troubleshooting the following platforms: VDI Terminals, Laptops, Desktops, and Refresh units

Remote support with a broad range of desktop hardware, client virtualization, and mobile platforms such as Smartphones and tablets.

Knowledgebase daily use and with routine updates.

Encryption and VPN support for third parties and users

System software installs via SCCM (MECM), Bomgar, Microsoft Teams, configurations, updates, SSO, SMP

Interactions logged by ServiceNow, tickets created, escalations, and resolutions for users.

Performed miscellaneous department and network printer administration support.

Environment: 2FA, Microsoft Authenticator, O365, Office 2016, MS Windows 10, Windows 11, Mac OS, Edge, ServiceNow, Chrome, Microsoft Teams, Outlook, Remote Support, Azure Active Directory, Active Directory (MMC), SLA, Microsoft Teams, Zoom, SCCM (MECM), Intune, SMP (Service Market Place), Jit, Director (VDI) Keepass, Service Desk, Nexthink, Bomgar, Avaya, Azure Entra ID, Avaya Workplace, Bitlocker, Citrix v22, CyberArk, Lock Out tool, SCCM, Avaya CMS Supervisor, Yubikey

Client: Accenture, Los Angeles, CA Nov 2021 – May 2023

Role: Tech Support Practitioner II

Responsibilities:

Daily duties consist of customer support with the client Imaging System Hyland Perceptive Content 7 software and scanner Configuration.

Records, case verification, updates and confidentially check via through Postman v.10.12.10

Daily ticket support/ monitoring of the County CalSaws system with technical support via ServiceNow

Hourly interaction with other members of the Level 3 technical team is expected.

Interaction with Level 1/Level 2/ Level 3 support personnel and client end users occurred regularly via Microsoft Teams, O365, ServiceNow, Zoom

Performed regular maintenance tasks, error queue processing, ticket troubleshooting, and Tier 1 – Tier 3 level support including software and hardware configurations.

Troubleshooting of problems including incidents with the Win10 workstations and hardware (scanners) to meet the client Service Level Agreements.

Managed and setup conference/Bridge calls with WebEx, Cisco etc.

Provided and maintained application availability, including the periodic monitoring of dashboards, web services, through manual and automated means as well.

Enterprise Document Scanning and Capture support within the County CalSaws system while using Perceptive Content 7 – Hyland Virtual scanning and print services for case management.

Environment: Microsoft Authenticator, Highland Perceptive Content 7, O365, Office 2016, MS Windows 10, Windows 11, Edge, ServiceNow, Chrome, Microsoft Teams, Outlook, Remote Support, Azure Active Directory, Active Directory (MMC), SLA, Microsoft Teams, Zoom

Client: UCSF (UC Health), San Francisco, CA Apr 2022 – Oct 2022

Role: Service Desk Analyst II

Responsibilities:

Daily Duties included acting as a Desktop Hardware and software consultant helping customers purchase the appropriate Hardware and software for their needs while troubleshooting and supporting network connections for workstations and printers, VPN, and wireless environments.

Participated in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS Endpoint Configuration Manager, and Tivoli Endpoint Manager (Big Fix). Including ServiceNow Ticketing system, Duo 2FA, Cisco Finesse, Cisco IP Phone, O365, Office 2016, Password Management Tool, and Microsoft Intune.

Demonstrated skill in configuring, troubleshooting, and supporting escalated end user client systems including desktop, laptop, and mobile computing devices – Windows, Macintosh, Android, and iOS.

Responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies of technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals.

Provided software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers with detailed document s that requested incident resolution and track hours worked in the help desk ticketing system while providing the customer with status updates.

Exercised sound judgment, prioritization and reorganization of customer requests while being flexible with scheduling working nights and weekends as well.

Applied professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action. Qualifications:

Experience in a desktop support or help desk position, supporting Windows and Macintosh computers in a complex networked environment and/or equivalent experience/training.

Demonstrated expert proficiency supporting MS Windows XP, Windows 7, Windows 10, Windows 11, Macintosh OS X, and MS Office. Proficiency with troubleshooting MS Word, Excel, and Outlook.

General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services while demonstrating problem-solving skills and excellent customer service skills. Working knowledge of unit's business processes of organization computer requirements, recommendations and policies including security standards.

Working knowledge of server internals, especially as needed for troubleshooting and isolating issues. Advanced skill at creating technical documentation for complex processes and applications. Experience developing and administering formal technical training to users at a variety of levels.

Ability to elicit and communicate technical and non-technical information in a clear and concise manner while developing and delivering advanced desk-side training, basic desk-side training, and basic group training.

Environment: Microsoft ADUC, MS Endpoint, Duo 2FA, Cisco Finesse, O365, Office 2016, MS Windows XP, Windows 7, Windows, Windows 11, Macintosh OS X, Outlook, Active Directory MMC, Citrix, Azure Active Directory, ServiceNow

Client: Hitachi Vantara, Englewood, CO Jun 2021 – Aug 2021

Role: Level 2 Service Desk Technician

Responsibilities:

Took ownership of all tickets routed to the service desk from internal contact sources or customers who required a higher level of technical analysis.

Worked tickets to resolution with end-user through call medium support or routed to the appropriate resolution Group.

Handled problems and issues that the first tier of service desk support was unable to resolve.

Communicated effectively with end users in all stages of the incident management process.

Interact with several support teams to restore service and/or identify and correct core problems.

Communicating with the Shift Lead and/or direct leadership chain on intra-day issues, team projects and needs, escalations, and performance trends.

Kept up-to-date knowledge on continuous enhancements to IT, tools, and processes within the internal knowledge base while assisting the Shift Leader in developing and implementing SLA performance improvement/enhancement plans.

Pro-activeness and technical appetite to explore and obtain solutions for unknown issues.

Resolved Tickets within the scope of responsibilities according to defined procedures.

Built relationship/trust with Tier 1 and Tier 2 associates so that they are comfortable approaching them for resolution of customer issues.

During end-user interactions, documented all pertinent user information, request/issue details, and troubleshooting steps taken in the ticketing tool, including initial interaction, triage, escalation, and status updates as requested.

Followed best practice ticket management processes, i.e., ensuring tickets owned are handled and updated as per process & and every effort is made to meet service levels.

Presented a positive, effective, and flexible contribution to achieving team targets and objectives.

Environment: O365, Office 2016, MS Windows XP, Windows 7, Windows, Windows 11, Macintosh OS X, MS Office, MS Word, Excel, Outlook, Okta, Remote Support, Citrix, RDP, Microsoft Teams, Zoom

Client: UC Davis Health, Sacramento, CA Apr 2021 – Jun 2021

Role: Desktop Support Technician II

Responsibilities:

Tier 3 Tier 4 support

Windows 10 Deployment

Computer imaging, software installs, encryption, break/fix

Active Directory – adding over 3000 user accounts to network password resets, user account creation, and adding policies to user accounts.

Provided operational support for all District IT Systems including additional helpdesk support for the Client.

Environment: Tier 3 Tier 4 support, Windows 10, break/fix, Active Directory, Microsoft Authenticator, SCCM (System Center Configuration Manager), Citrix, Azure Active Directory, Active Directory (MMC), PACS, Emergency Room Support

Client: San Mateo Transit District, San Mateo, CA Apr 2020 – Nov 2020

Role: IT Systems Support Technician

Responsibilities:

Lead Admin deploying Windows 10 workstations throughout the district.

Configured WIM images and set up deployment processes using Windows 10 task sequence manager to roll out Windows 10 across the organization.

Coordinated with IT staff and end users to test application compatibility and create installation documentation.

Assisted with developing procedures for help desk and desktop support for ongoing Windows 10 deployment and Administration.

Administered server infrastructure for Deployment Servers using Windows MDT Server 2012, Print Servers, Inventory Management Services, and Ticketing System including other remote monitoring management and configuration systems.

Provided operational support for all District IT Systems including additional helpdesk support for the Client.

Tier 1 – 3 troubleshooting support for internal staff and third-party vendors

Windows 10 deployment via SCCM, Task Sequence Manager, driver injection for SCCM to update repositories and images for new and current technologies.

Environment: Windows 10, IT Staff, Windows MDT Server 2012, Microsoft MDT (Microsoft Deployment Toolkit), Workbench, Task Sequence Manager, Azure, SCCM (System Center Configuration Manager), Print Servers, Inventory, Intune Management Services, Microsoft Authenticator, SCCM (System Center Configuration Manager), Azure, Active Directory (MMC), Azure Active Directory, Microsoft Teams, Remote WSUS (Windows Server Update Services)

Client: SMUD (Sacramento Municipal Utility District), Sacramento, CA

Role: IT Support Endpoint Technician Oct 2019 – Apr 2020

Responsibilities:

As a key member of IT Operations, I will be responsible for receiving, resolving, or correctly routing all tier 2 and tier 3 desktop engineering incident and service request tickets.

Responsibilities include overall management of the ServiceNow desktop support queue, including accurate routing of tickets that they are unable to personally resolve.

Folder Redirection, profile rebuilds, Liaison between Tier-3 and Tier-4 support.

In addition, I also installed, configure, implement, test, automate, upgrade, repaired, and maintained desktop software applications.

Coordination with IT and third-party vendors to resolve complex desktop hardware/software issues.

Prompt technical solutions and support regarding desktop computer hardware and software issues were provided.

Technical consultation with business units to minimize downtime will utilize various diagnostic tools and will coordinate desktop problem-resolution activities among users, technical support teams, and/or vendors.

Very strong troubleshooting skills, outstanding communication and collaboration skills, and laser focus on exceptional customer service.

Knowledge transfer both formally and informally with IT Operations support staff and end users as required.

Participated in projects, by assisting in project planning, reviewing, and conducting work activities for projects, and providing technical expertise.

Environment: tier 2, tier 3 desktop engineering, ServiceNow, Tier-4 support, Microsoft Authenticator, SCCM (System Center Configuration Manager), Azure Active Directory, Active Directory (MMC), Microsoft Intune, Windows 7, Windows 10 OS 64-bit, Windows 10 (64-bit), Microsoft Authenticator, SCCM (System Center Configuration Manager), Azure Active Directory, Active Directory (MMC), AV conference room setup, Inventory, Microsoft Teams

Client: Yapstone, Walnut Creek, CA Jan 2018 – Apr 2019

Role: Senior IT Support Engineer

Responsibilities:

End User\ Remote Support with ticketing system Samanage, Performed Remote\ Onsite installation(s), configuration(s), repair(s), and maintenance of all workstations, laptops, and mobile devices. Email account(s) setup using Outlook 2016

associated peripherals including related software: Bios, Firmware, updates, new patches or removal of vulnerabilities, and encryption.

Migration from Windows 7 to Windows 10 OS 64-bit upgrades, system configuration, network settings, troubleshooting

Assist IT Team with day-to-day operations, detailed asset record tracking, and PCI vulnerability updates including Active Directory, Qualys, Altiris, Tier 1 – Tier 4 support for incidents, tickets, and\ or change requests.

Liaison for third-party vendor applications, special software configuration(s), updates, patches, and new software deployment

Operating Systems: Windows 10 (64 bit), Windows 8, Mac OS (High Sierra, Mavericks, Yosemite), Microsoft Office 2016\ 2013\2010, Mac Office 2016, 2011

Environment: Outlook 2016, Windows 7, Windows 10 OS 64-bit, Windows 10 (64-bit), Windows 8, Mac OS (High Sierra, Mavericks, Yosemite), Microsoft Office 2016\ 2013\2010, Mac Office 2016, 2011, SCCM (System Center Configuration Manager), Azure Active Directory, Active Directory (MMC), Alteris, Carbon Black, AV conference room setup, Symantec Encryption, Remote, Slack, Zoom, Qualisys

Client: Nominum, Redwood City, CA Nov 2016 – Nov 2017

Role: Information Systems Specialist

Responsibilities:

Systems Operations Linux administration, access to servers, lab systems, remote and local systems

End User\ Remote Support with ticketing system RT, Performed Remote\ Onsite installation(s), configuration(s), repair(s), and maintenance of all workstations, laptops, and mobile devices. Email account(s) setup using Exchange Server 2016, printers (local and networked) support\ configuration(s) associated peripherals including related software: Bios and Firmware updates.

Migration from Windows 7 to Windows 10 OS upgrades, Office Suite upgrades, using scripts, which includes MS Endpoint Configuration Manager, network settings, troubleshooting, documents, and additional data as well.

New Hire accounts created with LDAP, Active Directory, Kerberos authentication, VPN, with permissions including mailing lists on Mailman, BOX, Google, and Barracuda spam filters etc.

Application Support including access requests, adding, and terminating users from groups on Linux servers using shell, Linux commands, CVS updates\ commits, including access to Jira, GitHub, Git, SVN, Docker

Operating Systems: Windows 10 (64 bit), Windows 8, Mac OS (Sierra, Mavericks, Yosemite), Ubuntu 12.04, Ubuntu 14.04, Linux Centos 7, Microsoft Office 2016\ 2013\2010, Mac Office 2016, 2011

Laptop Support including hardware and software upgrades, Bios’ flashing, and firmware updates of the following machines: IBM ThinkPad, HP Studio Books, Mac Books, Dell, HP, Microsoft Surface Books

Data Center Work includes racking servers, utilizing Rack Tables, IPMI updates, hardware upgrades, cable management, and vulnerability patching for both Windows/ Linux boxes.

Environment: Exchange Server 2016, Windows 7, Windows 10 OS, MS Endpoint, Active Directory, Kerberos, VPN, Jira, GitHub, Git, SVN, Docker, Windows 8, Mac OS, Ubuntu 12.04, Ubuntu 14.04, Linux Centos 7, Microsoft Office 2016\ 2013\2010, Mac Office 2016, 2011, Duo, SCCM (System Center Configuration Manager), Active Directory (MMC), AV conference room setup, Deployment Studio, Microsoft Teams, Slack, Qualisys

Client: Nvidia, Santa Clara, CA Jun 2016 – Nov 2016

Role: Lead Field Services Technician

Responsibilities:

Deployment Technician onsite in Santa Clara, CA. On a day-to-day basis deploying images using Microsoft Deployment Toolkit and SCCM.

Supported 500+ users onsite at the company via ticketing system Service Now, walk-up service (IT Window), and phone and email support.

End-user support provided for devices during field visits or dispatches Working consistently with Windows, Linux, and Mac environments due to engineers building modules and engineering GPU cards.

Operating Systems: Windows 10 (64 bit), Windows 7 (64 Bit), Windows XP (Sp3), Windows 8, and Mac OS (Sierra, Mavericks, Yosemite, Snow Leopard, Mountain Lion) supported Ubuntu 12.04, Ubuntu 14.04, PGP encryption, File Vault Encryption\ Decryption; Bitlocker Encryption\ Decryption; Office 365, Microsoft Office 2010\ 2011\2013. Cisco Duo VPN configuration for onsite and remote staff, DUO account training, account setup, and administration.

Performed onsite installation(s), configuration(s), repair(s), and maintenance of all Workstations, Laptops, mobile devices, and Printers (local and networked) with associated peripherals including related software: SCCM 2012, Active

Directory, Parallels, printer(s) support\ configuration, Bios and Firmware updates.

Migration from Windows 7 to Windows 10 OS upgrades, using scripts, SCCM which includes MS Endpoint Configuration Manager, network settings, troubleshooting, and documentation.

Environment: Windows, Linux, Mac, Windows 10 (64 bit), Windows 7 (64 Bit), Windows XP (Sp3), Windows 8, and Mac OS (Sierra, Mavericks, Yosemite, Snow Leopard, Mountain Lion) supported Ubuntu 12.04, Ubuntu 14.04, PGP encryption, File Vault Encryption\ Decryption; Bit locker Encryption\ Decryption; Office 365, Microsoft Office 2010\ 2011\2013. Cisco Duo VPN, SCCM 2012, Active Directory, Parallels, MS Endpoint, Slack

Client: Lucile Packard Children’s Hospital - Stanford Health Care, Menlo Park, CA

Role: Tier 3 Support Technician Apr 2014 – Jun 2016

Responsibilities:

Desktop support, technical solutions provided via phone, remotely or through email for 8500+ users; Daily remote\ local support (RDP), Dameware, LogMeIn Rescue, for Lucille Packard\ Stanford Medical Center(s) medical staff including Upper-Level Management.

Provided end-user support for devices during field visits or dispatches while representing SHC IT in a professional and businesslike manner. Cisco Duo VPN setup and configuration for medical staff and management, BOX support\ training\ account setup

Performed onsite installation(s), configuration(s), repair(s), and maintenance of all Hospital Workstations, Laptops, WOWS\ COWS, tablets, mobile devices, Printers (local and networked) with associated peripherals including related software: SCCM 2007\ SCCM 2012, Active Directory, KACE, Citrix 2012, Parallels, Beaker printer(s) support\ configuration, Firmware updates.

Operating Systems: Windows 7 (64 Bit), Windows XP (Sp3), Windows 8, and Mac OS (Snow Leopard, Mountain Lion, Mavericks, Yosemite) supported; File Vault Encryption\ Decryption; Bitlocker Encryption\ Decryption; Microsoft Office 2010\ 2011\2013

Migration from Windows 7 to Windows 10 OS upgrades, Office Suite upgrades, using scripts, SCCM which includes system configuration, network settings, troubleshooting,

Maintained contact with Desktop Support (Tier 1) and Network Engineering (Tier 3) teams to diagnose, provided technical support assistance in setting up the Emergency Tent Services Mobile Command, and resolved any and recurring incidents as required including TSO, Patch Panels, and Network Port Activation(s)

Performed Upgrades, configuration changes, and installation(s) of hardware and software while diagnosing technical problems to determine proper solutions.

Hardware and software updates for the following hardware devices: HP, Tangent, Dell, Apple (iPad) (iPhone), Mac (Mac book Pro), Mac Air

Environment: Cisco Duo VPN, SCCM 2007\ SCCM 2012, Active Directory, Citrix 2012, Parallels, Beaker printer(s) support\ configuration, Firmware updates, Windows 7 (64 Bit), Windows XP (Sp3), Windows 8, and Mac OS (Snow Leopard, Mountain Lion, Mavericks, Yosemite) supported; File Vault Encryption\ Decryption; Bit locker Encryption\ Decryption; Microsoft Office 2010\ 2011\2013, Windows 7, Windows 10 OS, HP, Tangent, Dell, Apple (iPad) (iPhone), Mac (Mac book Pro, Mac Air), Active Directory, Epic, PACS, Emergency Room Support, Microsoft Teams, Zoom, KACE, Salesforce, Weekly Cardiology AV conference room setup, ServiceNow

Client: Space Systems Loral (SSL), East Palo Alto, CA Nov 2013 – Apr 2014

Role: Senior IT Support Specialis

Responsibilities:

Desktop support and technical solutions provided via phone, remotely, or through email for 7200+ users; Daily remote\ local support for Space Systems Loral staff, including third-party vendors; Cisco VPN setup and support; Training sessions for, VPs, Directors, and CEO, CIO, CFO, and upper-level management.

Consistent Research and field testing of customized software\ hardware for satellite(s) including programming, install(s), configuration; beta\ live test(s), and data retrieval involving Logistics\ Tier 3 support.

Routing of tickets to appropriate resources, and departments including Tier 3, Systems, Logistics, and networking; Consistently meet or exceed Key Performance Indicators

Migration from Windows XP to Win 7 OS upgrades, Office Suite upgrades, using scripts, SCCM which includes MS Endpoint Configuration Manager, and network settings.

Active Directory (MMC) monitoring, adding computer accounts to domains, pushes, creating user accounts, distribution list, and computer accounts; Password and access management, connecting computers to the domain and remote networks, as well as troubleshooting; password changes and resets.

Virus removal includes imaging, adding\ deleting systems (laptop\desktop) onto and from the domain (SCCM); manual data backup(s)\ restoration, mapped drives, network printers, bookmarks, and software inventory.

Remote support using VPN, RDP, FTP, SCCM, or WebEx to assist international\ local remote users.

Contacted users for Windows 7 Deployment and followed up with clients when necessary to resolve Post Op issues that occurred with migration or Tier 1 level support.

Consistently followed instructions and company procedures including completion or ITAR Export Training (International Trade and Regulation)

Environment: Cisco VPN, VP’s, Directors, CIO, CFO, Windows XP, Win 7 OS, Office Suite upgrades, MS Endpoint, Active Directory, VPN, RDP, FTP, SCCM, Magic Ticketing System, WebEx, Microsoft Intune, Slack

Client: Treasury Wine Estates (TWE) Napa, CA Jan 2013 – Oct 2013

Role: Service Desk Technician

Responsibilities:

Global Service Desk IT phone\ inbox support for multiple clients, including Directors, VIPs, and upper management, setting up new user accounts, email account setup and configuration on Exchange and desktop level. (AD and Exchange Management Console 2010).

Multiple software platforms supported including working with some third-party vendors requiring admin access as well as technical assistance. EDI interfaces and transition software, which includes some support for the following applications and software JDE, JDEG, JDE Global, OBIG, VDW (Virtual Data Warehouse)

Active Directory (MMC) monitoring, adding computer accounts to domains, pushes, creating user accounts, distribution list, and computer accounts; Password and access management, connecting computers to the domain and remote networks, as well as troubleshooting; password changes and resets.

VPN setup and support; including the creation of Citrix tokens, passwords, PINs, and Windows Authentication; Training sessions for Directors, VIP, Remote Services, Sales, and the Field Staff; Exchange Management Console 2010, creation of new email accounts, and distribution lists.

Network support, configuration, and installation of network services via remote, or local including TCP/IP protocol; (802.1x) wireless configuration and support; Mobile support including iPhone, iPad, Android OS, and Smartphones as well.

Remote desktop support using RDP, Dame Ware, FTP or SMS\ technical solutions provided via phone, remotely, through email, and voice for 6500+ users; including troubleshooting hardware\ software issues, network images, stand-alone images, building, deploying, including data migration and backups; profile migrations.

Environment: JDE, JDEG, JDE Global, OBIG, VDW, Active Directory (MMC), Citrix tokens, RDP, Dame Ware, FTP, SMS, Windows 7, Linux, Remedy, Salesforce, Remedy, Peoplesoft, VPN, Webex, AV conference room setup

Client: Sutter Health, San Francisco, CA Aug 2012 – Dec 2012

Role: Desktop Support Technician

Responsibilities:

Active Directory (MMC) monitoring, adding computer accounts to domains, pushes, creating user accounts, and computer accounts; connecting pcs to the domain as well as troubleshooting; password changes and resets.

Installation and configuration of software and ASIO Drivers associated with medical equipment including scanners, handheld devices, and wireless mobile workstations that are customized for the Surgical Unit and staff, Recovery Unit, ICU, Radiology, OBGYN, etc.

Third-party liaison for third-party vendor(s) support (Epic, Kronos, Microsoft, Dell). Includes licensing, updates to Firmware and databases, warranty replacement(s), and new equipment that has been ordered by the authorizing department.

Credent Encryption Support, data recovery, troubleshooting, decrypting, software installation, configuration, and removal; Kronos third-party support; client setup and assisted with troubleshooting due to the sensitivity of web application.

Desktop support and technical solutions provided via phone, remotely or through email; Daily remote\ local support for Sutter Health and staff, including third-party vendors; Cisco VPN setup and support; Training sessions for, VPs, Directors, nurses’ surgeons, and upper-level management\ medical staff.

Network support, configuration, and

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