PROFESSIONAL SUMMARY

Desktop Support Analyst - Help Desk Analyst -– Field Technician -- Migration Specialist

Experiences as a Microsoft certified Professional with more than 10+ years of experience in Information Technology. Experience in providing help desk, desktop support, field, remote, telephone, and customer support for hardware, software, operating systems, networks, and servers. Also have experience in providing technical support and End-user documentation.

Major Strengths:

Experience in strategic planning, customer relations, business administration, and operations management

Directing administration, sales, customer service, and technical support functions

Managing the day-to-day operations of service/support employees

Installing, imaging and configuring new laptops and desktops

Providing support and service on data and voice networking architectures

Providing desktop support for various parts of plants and employees having computer oriented and hardware or software problems

Maintaining and updating security systems

Maintaining customer service on special requirements and service issues

Attending to phone calls and emails from customers needing support on a variety of issues

Contacting customers to resolve hardware or software issues

Tracking incidents using Remedy, HP Openview, HP Service Manager and BMC Footprint tickets

Experience in Telecommunication and Banking domains

TECHNICAL EXPERIENCE

Operating Systems

MS Windows 3.1/95/98/NT 4.0/2000/XP/Vista/7/8.1, Windows 10 and MS DOS

Ticket Tracking

Remedy, Vantive, HP Open View, HP Service Manager, Service Now and BMC Footprints

Others

MS Office 2000/2003/2007/2010/2013/2016, MS Office 365, MS Outlook 2000/2003/2007/2010/2013/2016/365, MS TEAMS, Maximo, DBAT, Lotus Notes, Symantec Anti-Virus, Norton Ghost, McAfee Safe Boot Encryption, Altiris Imaging, Symantec Firewall, VPN software, Active Directory, Remote Assistance, Remote Control, USMT Backup and Restore, SCCM, Client Center for Configuration Manager, CMDB, RADmin, Page Maker and CAD CAM, Asset Management

PROFESSIONAL EXPERIENCE

Time was taken for 5 months to help a relative with medical issues but now looking to get back into a conventional type of computer job while keeping my computer skills sharp.

Information Sciences Consulting, Inc. (ISCI)-VA Medical Center March, 2021-Present

Performs installation, configuration, maintenance, testing and troubleshooting tasks in support of the IT customers.

Diagnose and resolve customer related hardware/software issues utilizing the Service Now ticketing system from phone calls, remote and face-to-face contact.

Track and document all system changes, problems, issues, and work tasks within Service Now Ticketing System.

Deploying Microsoft Windows 10 operating system for laptops and also desktop computers on new equipment or legacy equipment.

Deployments of new desktops, laptops, printers, and mobile devices.

Perform imaging of HP and Dell computers with Microsoft Windows 10 Enterprise.

Desktop support including adds/moves and changes for all IT equipment.

Install OS Patch installation/patch removal (if applicable), OS upgrades and Commercially Available Off-the-Shelf (COTS) software.

Using SCCM for software deployments as needed.

Perform software application installation and configuration based on change order instructions.

Utilize log data and system administration tools to diagnose system hardware and software problems, repair, and re-configure or replace defective system components as indicated.

Perform system monitoring and analysis on assigned systems to discover risks and inadequacies, and provide recommendations on the need for expansion, enhancement or revision.

Utilize Microsoft System Center Operations Manager (SCOM) and SCOM tools to troubleshoot performance issues and deploy software packages, to include Scripting, McAfee and other VA standard tools.

Performs inventory functions to include managing pagers and turn-ins including performing media sanitization, disposal and/or turn in of equipment.

Ability to troubleshoot problems and issues identified by customers and implement corrective actions.

Perform routine audits of systems and software to determine utilization and adequacy for demand, and compliance with current hardware and software site license regulations and requirements.

Performs general maintenance activities including printer deployments software installations, EHRM prep and equipment refreshes.

Perform asset management to include asset inventory, audit and tracking, asset administration and reporting, integrated IT asset portfolio, and history and forecasting, automating the asset management process as necessary.

Server racks disassembly of old servers and installation of new servers in the server room.

directly and also remotely if needed.

Given assignments to prepare old computer equipment for removal from active computer equipment including moving the old computer equipment down to the warehouse for vendor removal.

CEI Group, Inc. – One Beacon Insurance October 2017 – September 2020

Desktop Support Analyst

Provides level II and III advanced support to individuals at all levels in including executives experiencing problems with Desktop/Laptop hardware, printing, server connectivity, operating systems, related utilities and associated business and IT applications.

Service Now tickets were started for the selected Employee and our level 2 or level 3 groups were assigned tickets or we would assign ourselves the tickets to ourselves and in some cases, we could create tickets ourselves for the One Beacon employee if required.

Support was provided by Telephone, Email sometimes face-to-face sessions to One Beacon Employees.

Some tickets involved software installations if approved and could be done manually or packaged software in Software Center by the employee and if software was requested by an employee for first time use, approval of all software was required to be approved by Network Security and our level 2 and level 3 groups.

Tickets were generated for new employees and our level 2 and level 3 groups were assigned tickets to assign laptops, docking stations, keyboards, mice and monitors and would be setup in whatever location in the continental United States for the assigned One Beacon office.

When the laptop or desktop PC had the approved software installed on the device, the computer was shipped out including the requested computer equipment to the assigned One Beacon office.

A profile had to be built on the computer if it was a laptop so when the computer arrived at the assigned address, the employee could sign into the laptop and setup the wireless network connection if it to be a wireless connection.

A desktop computer being setup with a wired connection using an Ethernet wired connection could be setup in any location as long as an Ethernet cable was available.

Some tickets involved computer equipment that was determined to be defective or not functioning as the item requires and this would require replacement equipment to be provided.

Some tickets involved workstation compromises due to a suspected internet link may have been clicked on by a One Beacon employee and It was determined that the laptop or desktop computer needed to be replaced and considered to be infected.

This required a new laptop or desktop computer to be setup for the One Beacon employee and a profile would be need to be cached on the computer before it is shipped to required One Beacon addresses and the required software needed to be installed on the computer before it is shipped to the required address.

Also participated in the Windows 7 to Windows 10 migration for 1200 employees for One Beacon Insurance that took 6 months to complete.

Northshore Resources – Hennepin County June 2017 – October 2017

Helpdesk Technician

Hennepin County employees numbered over a few thousand people.

My duties at Hennepin County were expressly about Help Desk duties and occasionally involved in training sessions on deploying new Lenovo laptops with Windows 10 as the operating system and educating Hennepin County employees on how to operate Windows 10 proficiently.

ITR Group Inc. – Allianz Life November, 2016 – May, 2017

Infrastructure Analyst

Infrastructure Engineer assigned to computer imaging and deploying 600 new Lenovo laptops and desktop computers using Microsoft Windows 7 to replace Microsoft XP laptops and desktops.

SCCM was used to deploy all software deployments to each individual computer.

Service Now ticketing system and Active Directory were used to keep track of all computer deployments and disposal for over 500 new computers and re-imaging older computers for cascading to existing computers that are still in warranty.

Individual deployments required face to face deployments with Allianz customers which required supreme customer satisfaction.

Some deployments required shipping out laptops to Allianz customers in different states which required setting up each laptop in advance with the customer’s login credentials to be having the computer set to be part of the Allianz domain.

Lotus Notes and Sametime were used as the Email and instant messaging system.

Project ended with planning and deploying 600 new VoIP phones to replace existing VoIP phones.

CS Solutions Inc. – Federal Reserve Bank of Minneapolis – Minneapolis, MN March, 2015 – August 2016

Operating System Migration Specialist

Federal Reserve Bank employed over 1500 people.

Duties included imaging and deploying new laptops and desktop computers and using Microsoft Windows 7 and Microsoft Windows 8.1 along with supporting over 1200 employees onsite.

Other duties included providing top notch service for Remedy Tickets which included all aspects of support as part of a Desktop Support team.

This included setting up network and local HP printers. Active Directory was employed to keep track of all new computers and also retiring the old computers. Disk wiping of all hard drives was used to keep sensitive data from being compromised.

All of the old computers were stored on pallets and picked up by a contracting company at an appointed time.

Expiris Manpower Group – Best Buy - Richfield, MN November, 2014 – January, 2015

Help Desk Analyst

Help Desk Analyst for IBM at Best Buy corporate headquarters. Taking phone calls from technician’s onsite at Best Buy store locations and also working tickets from Service Now ticketing system submitted by Best Buy store employees for Lexmark printers in all aspects of printer usage.

Technicians call in to order parts for Lexmark printers for consumable items to be sent to Best Buy stores. Dispatching technicians to go to Best Buy stores to repair and install Lexmark printers. Various software tools like remote desktop applications assist in providing the best possible service.

Modis Inc. – Minneapolis, MN April, 2012 – October, 2014

HP Printer Technician

As a consultant for Hewlett Packard, job duties center on supporting all printers at Fairview Health Services in the Minneapolis & surrounding areas to monitor, support & supply toners to end-users.

HP WebJetAdmin software is used to monitor all printers that are hooked up to the Fairview Health Services network. Printers are set up to be on the ATD (Automatic Toner Delivery) program. Checking printers by IP addresses, I am able to determine toner levels & listed locations of Fairview printers.

Occasionally some toners do not always get shipped to end-users so tickets are created for the Service Now ticketing system that I would then be dispatched to drive to the customers site(s) to deliver toners or generate an Email to HP to ship out toners to the customers sites overnight.

Software such as HP ACDC is used to provide information that HP uses to track all pertinent information for all Fairview Health Systems printers. Additional software used is HP RMMC (Remote Monitoring Management Console) which provided extensive information for any printer on the ATD program. HP Service Portal software is used to check when the printer last ordered toner or to order toner for any printer on the ATD program. Tracking of toner is provided by HP for toner delivery notification. I also provided onsite support for United Health Group and Remedy ticketing support for T-Mobile through remote access.

E-Technical Staffing, Inc. Plymouth, MN January, 2012 to March, 2012

Operating System Migration Specialist

Project to prepare new Dell Laptops & Desktops which will be imaged with Microsoft Windows 7 Enterprise for the operating system at Nilfisk-Advance, Inc. These new computers are being imaged using PXE boot with a network cable attached to the new PC. Microsoft Deployment Server is used for the imaging process along with Microsoft Lite Touch during the imaging process.

Once the imaging process is finished, the computers are then configured by the instructions set for by the client using Active Directory, I am able to remove the old computers & add the new computers.

The computers are then installed by me to replace older HP Desktop & Laptop computers. This requires setting up the End-users printers and any special software not included in the base image.

The End-users data files are then captured from the End-user’s old PC & then transferred to the new PC using a USB external Hard Drive, which may include Microsoft 2010 Outlook archive.pst files. Microsoft Office 2010 is the standard office software installed on each computer in the company, which includes configuring each End-users Microsoft 2010 Outlook profile. Capturing each End-users archive.pst files and then configuring the person’s Outlook 2010 to make use of the files on their computer.

The old PC’s running Microsoft XP operating system is then reimaged to use Windows 7. These old PC’s are then cascaded to select End-users in the company.

The next project was to uninstall McAfee Anti-Virus program from each PC in the company and install Microsoft ForeFront Endpoint Protection 2010 as the anti-virus client. The program Microsoft ForeFront Endpoint Protection 2010 on each PC was updated & all files scanned on each PC in the company.

Was given other tasks such as helping to move a set number of computers to be moved from one computer domain to the next domain set for by the client. Was also entrusted to help out with help desk tickets to troubleshoot End-user’s computer problems which may include hardware, software, VPN, network, etc.

Project to change out 47 HP Thin Clients for Golden Living Centers Nursing Home. This is a project for IBM. Information was updated using Active Directory for the company personnel.

EbryIT, Inc., Robbinsdale, MN September, 2011

Operating System Migration Specialist

Education

General Business course: General Business, 09/1983 to 06/1984\

Rochester Community College

Some College (No Degree): Information Technology

Hennepin Technical College - Eden Prairie, MN & Brooklyn Park MN

Certifications

Microsoft Certified Professional in Windows 2000

Microsoft Certified Professional in Windows 95

Microsoft Certified Professional in NT 4.0 workstation

A+ certification

Technical Experience

Microsoft Windows 3.1/95/98/NT 4.0/2000/XP/Vista/7/8.1, Windows 10, Windows 11 and MS DOS, Remedy, Vantive, HP Open View, HP Service Manager, Service Now and BMC Footprints, MS Office 2000/2003/2007/2010/2013/2016, Office 365/ MS Outlook 2000/2003/2007/2010/2013/2016/365, Microsoft TEAMS, Server, WinPe, PXE boot, Maximo Asset Software, Lotus Notes, Symantec Anti-Virus, Norton Ghost, McAfee Safe Boot Encryption, Altiris Imaging, Symantec Firewall, VPN software, Active Directory, Remote Assistance, Remote Control, USMT Backup and Restore, SCCM, Client Center for Configuration Manager, CMDB, dBat, RADmin, Page Maker and CAD CAM

Training

Hennepin Technical College, Computer Technologies, 1995

NRI Technical College, Computer Technician, 1994

EDUCATION

General Business course, Rochester Community College for General Business, 1983 - 1984

CERTIFICATIONS

Microsoft Certified Professional in Windows 2000

Microsoft Certified Professional in Windows 95

Microsoft Certified Professional in NT 4.0 workstation

A+ certification

Contact this candidate