Desktop Support Network Administrator

Wendell Dale Glenn

Tampa, FL 813-***-****

********@*****.***

Help Desk Analyst/Concierge Systems & Network Administrator

Obtain a Network Administrator position with a company that will enable the use of a strong background in technology, good problem solving and communication skills

Areas of Expertise

Network Administration Hardware & Software Support End-User Support Troubleshooting Desktop Support Data Migration

Certifications

CompTIA A+, Network +, MCSE Office 365, CCNA, MCSA

Key Highlights

Configured and maintained network equipment, installed live motion, configured Hyper-V and VMware within AD, onto bare servers, and on top of windows 2012 R2 OS, to included instances of multi-applications, desktops, servers, within a (WAN)’s and (LAN)’s area network, intranet. PC “personality” migration, and software deployment across hardware platforms and OS types. To manage the network and workstation hard drives for viruses, non-corporate purchased software and unreasonable collection and use of games.

Completed Active Directory setups, installation, synchronize entire domain controllers, hardware compatibility, testing, configuration, and security, Group Policy administrative. Implemented Management Services through RDS, Active Directory, and all system back-up and restore. Administrator and Managing web base Office 365.

Professional Experience

Enterprise Solution, Inc. 02/2022 – 06/2023

Desktop Support/Network Admin

Provided desktop support to clients and end users by installing, troubleshooting, and fixing desktops, printers, laptop and other computer peripherals hardware problems as well as desktop applications.

Provided LAN/WAN network support as needed and troubleshoot network errors and connectivity issues.

Handled PC break/fix issues and basic administration of Windows O/S.

Installed and maintained Anti-spyware and Anti-virus software.

Provided smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels.

Troubleshoot issues with systems and networks using good deductive reasoning skills.

Maintained good written and oral communications with clients and management keeping them updated on tasks.

Kept all tasks updated in ticketing system

Helped with troubleshooting of Mobile Device Management system

Computer Generated Solution 05/2021-11/2021

Technical Customer Service Rep.

Mentor agents on their performance including career and performance development plans

Address behavior and attendance issues according to best practice for performance management

Resolve client concerns

Demonstrate effective communication skills, exhibiting a strong level of professionalism with focus on customer/employee satisfaction

Demonstrate teamwork by supporting and assisting another Leads as necessary

Assigned employees in accordance with Company policies and procedures

Partner with workforce to communicate to employees when volunteers are needed to meet staffing/scheduling needs

Meet/Exceed KPIs

Understand client’s processes and procedures.

Conduct first-level interview, according to interview guides and best practices

Perform other duties as assigned

Positive attitude and result driven

Charter Global 01/2019 – 01/2020

Technical Customer Engineer Representative I

Position responsible for installation, maintenance, and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction.

Responsible for ownership of customer problems or incidents until the situation has been resolved to the customer's satisfaction and or in compliance with agreed-upon Service Level Agreements.

Required to perform work on products and services of low complexity, specifically financial/ATM products; Make minor repairs and replace components on Tier I equipment such as PCs, windows 7pro & 10 pro, Dell workstations and peripherals, printers, front-end POS systems, First Line Maintenance on ATMs and kiosks, and single pocket proof encoders

Customer Engineer responds to all customer concerns or problems by resolving them or by escalating them to the proper associate, team member, territory manager, or the Control Tower.

Responsible for all NCR assets that will be used in the delivery of customer services (i.e. tools, software, vehicles, documentation, and intellectual property),or as assigned by management; Maintain an appropriate parts inventory as well as parts record keeping.

Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required; Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation.

Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities.

Dispatched daily on a call-by-call basis or may establish his/her own daily schedule based on automated reports.

Provide day-to-day prime and no-prime exchange support to the client, maintenance of the server software.

Assist in the management of server infrastructure and manage mail-related systems and tools.

Perform server migration, backup and disaster recovery.

Department of Veteran Affairs, / AFFEE 01/2016 – 11/2018

System Administrator/IT Support Tech/Help Desk Support

Successfully completed instances of multi-applications, desktops, servers and server clusters, load balancing within a (WAN)’s and (LAN)’s area network, intranet, and data communication system.

Fully deployed and configure new PC's and mass-deployed hardware-independent images of a reference system to new and existing systems using Symantec Ghost technology.

Migrated to the Windows, moved user data, personality settings, OS and application settings to the new operating system

Planned and supported network and computer infrastructure.

Troubleshot analysis on servers, workstations within Active Directory Schema and associated systems.

Documented network problems and resolution for future reference using service now service Desk ITSM.

Manage and monitor Office 365, with Office local 2016 services and hybrid infrastructure.

Maintain a highly secure system through proper configuration and system access monitoring.

Troubleshoot and resolve issues with user access.

Managed user accounts, Group Policy, permissions, email, anti-virus, anti-spam,

Technical assistance and support for incoming phone calls and issues related to computer systems, software, and hardware.

Managed network security, through the Remedy ticketing system.

Repairing, break/fixing and replacing parts on all of Dell’s desktops, laptops, hardware, software on field

Computer Crown Service 01/2011 –12/2015

System Administrator/Desktop Support

Assuming ownership of issues and ensuring the effective tracking of issues from initial report to final resolution regardless of the cause, system affected, or internal escalation functions.

Support spans a broad range of issues from the software application, reporting, document management, web application to data and telecom networking, server, and database issues.

Implemented Management Services thought Active Directory within Windows 2012R2 Servers and all system back-up and restore.

Planned and supported network and computer infrastructure.

Performed troubleshooting analysis on servers, workstations, within managing users in Active Directory Schema and associated systems.

Documented network problems and resolution for future reference using service-now service.

Network monitoring system performance and implements performance tuning.

Managed user accounts, Group Policy, permissions, email, anti-virus, anti-spam, Windows 10 pro and DHCP, DNS, VDI, Printers devices...

Installation, configuration and support Office 2016 and access Office 365, on Dell desktop and laptops using RDS.

Repairing, break/fixing and replacing parts on all of Dell’s desktops, laptops, hardware, software on field

Synovus Financial Corp, Columbus, GA 03/2006 – 10/2010

Network Administrator / Application Support

Delivered software applications to clients across a five-state region through Novell Zen-works using, admin Studio to repackage the applications as MSI’s.

Supported LAN, WAN, and wireless networks, for the configuration and support a Citrix Meta Frame, App-V, AD farm with over20 servers including 24-hour uptime.

Managed internal ticketing system, upgrade to Presentation Server 4.

Planned and Administered of all Exchange, Web-based transactional apps servers, configure Hypervisor, live motion.

Installed VMware ESXi and Citrix onto servers, and on top of OS, including instances.

Reviewed content on the Exchange Server Tech-Center and VDI topics, covering the Exchange Management administrative support.

Researched and implemented new applications to service Financial Corp and all subsidiaries.

Facilitate the Web Jet-admin deployment of device firmware update for devices that are identified in-scope

Applying the multiple device configuration templates from Web Jet-admin to each in-scope device based on the model and verifying results.

Provided third level support for over 100 software applications, Including IIS, SQL, to all internal financial customers.

Maintained an eight Terabyte imaging and reporting system that services 1000+ users. Setup Windows 2000/3/8R2/12,Novell Servers. Provide top-level network administration and support for NDS and Active Directory.

Repairing, break/fixing and replacing parts on all of Dell’s desktops, laptops, hardware, software on field

L3 Communication /Vertex Aerospace, Inc., Baghdad, Iraq 09/2004 –02/2006

DOD Aircraft Helicopter Mechanic

Removes and installs aircraft subsystem assemblies such as engines, rotors, gearboxes, transmissions, mechanical flight controls, and their components; services and lubricates aircraft and subsystems

Prepares aircraft for inspections and maintenance checks; performs scheduled inspections and assists in performing special inspections;

Performs limited maintenance operational checks and assists in diagnosing and troubleshooting aircraft subsystems using special tools and equipment as required; uses and performs operator maintenance on tools, special tools, and aircraft ground support equipment;

Prepares forms and records related to aircraft maintenance; performs air crewmember duties as required;

Performs operational checks and scheduled inspections; diagnoses and troubleshoots malfunctions in aircraft subsystems;

Evaluates maintenance operations and facilities for compliance with directives, technical manuals, work standards, safety procedures, and operational policies; performs maintenance trend analysis and applies production control, quality control, and other maintenance management principles, and procedures to airplane maintenance operations; plans, conducts and supervises aircraft technical inspections;

Repairing, break/fixing and replacing parts on all of Dell’s desktops, laptops, hardware, software on field

Education

Bachelor of Science (B.S.) in Management Information Systems

Carson-Newman College, Jefferson City, TN

United States Army School of Aviation (Rank Staff Sergeant /E6)

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