Gerald Wiggins

**** *. ***** ***** *****, Rocky Mount, NC 27804 252-***-**** ad300c@r.postjobfree.com

Summary

Over 24 years in IT industry. Background ranges from engineering, network administration, systems administration, and technical support in environments ranging from professional to large scale complex enterprise environments. Excellent verbal and written communication skills; strong analytical, problem solving, and troubleshooting abilities to complete tasks.

Technical Certifications & Skills

Certified Windows XP Desktop Administrator Windows

Certified WAN Administrator CWA

Database Administrator DBA

Cisco Certified Network Associate CCNA

CompTIA A Plus Certification A+

Senior Help Desk Support-Tier 3 HDS

Cybersecurity Terminology Information Security

Technical Skills Summary

OS & Enterprise Apps: Splunk Cloud, Endpoint Deployment Report, Vulnerability Report, PAN Device Management, Security Report, Windows Account Management, Windows Authentication Activity Investigator, Windows Enterprise Server, Exchange Server, Cisco IOS, VM Ware, Terminal Server, Citrix, Active Directory, Remedy, Uni-Center, Remedy, Heat Call Tracking, Websense Server, Novel NetWare, PDA’s, Blackberry Server, NetIQ Console, DNS, WINS, DHCP, Remote Desktop, Norton Anti-virus, MES, OQ’s. IQ’s, Label Printer Setup, MES System Support

Network Technologies: Cisco routers, switches, Ethernet, Fast Ethernet, WAN, LAN, TCP/IP, CDP, RIP, RIPv2, OSPF, EIGRP, BGP, VTP, VLAN, VPN, IP Network

Desktop Technologies: Microsoft Word, Excel, Access, Power Point, Internet Explorer, Mozilla Firefox, Opera, Scanners, Desktop and Networked Printers, Thin Clients, Weighting Scales, CHIPPC’s, High level experience performing Windows Install, Configure, Troubleshoot, Resolve Issues, Technical Writing, Validation Approval, PKI

Summary of Professional Experience

DXC Cyber Security Analyst / Remote Global Cyber Security 02/2023 – 02/2024

DXC Team Lead 02/2021 - 02/2023

CompuCom System Team Lead 03/2020 – 02/2021

DXC Desktop Infrastructure Support 02/2020 - 03/2020

Artech Information System Desktop / Infrastructure Support 09/2019 - 02/2020

CompuCom Inc. / Merck MMD Senior Desktop Support Spec 01/2016 – 09/2019

CompuCom Inc. / Sandoz - Novartis IT Ops Support Technician 04/2015 – 12/2015

Cummins Inc. Computer Support Technician 02/2014 – 04/2015

Entegee Inc. / Cummins RMP Helpdesk Support Specialist II 08/2013 – 02/2014

Rocky Mount Prep School Technology Support Technician 07/2012 – 08/2013

CompuCom Inc. / Sandoz - Novartis IT Operation Specialist 06/2011 – 07/2012

HP Enterprise Services Company Senior Support Analyst 07/2008 – 06/2011

McKesson OSG PC Support Tech 08/2005 – 06/2007

McKesson MTS IT Support Lead Specialist 07/1999 – 08/2005

Choice Point/CompUSA SR Helpdesk Support 07/1997 - 07/1999

Education

University of Phoenix CCNA Program Graduation Date 04/01/2013

LAN/WAN Professional LAN/WAN Engineer Program – CCNA 2011-2012

Interactive College of Technology Certificate of Completion, Information Technology

Detail of Professional Experience

DXC Technology Global Security Analyst 02/2023 – 02/2024

1. Patch on Demand process used to patch servers

EP&S supported workstations in the DMZ and MLANS.

Identify/define the Primary System contact for each device

Is ultimately accountable to ensure the device is patched each quarter

Identify at least one approver group for each device

Determine if the device can be patched automatically or must be manually scheduled

Confirm SCCM Client is at the most recent version and reporting in to the SCCM Management server, remediate as needed

No intent to patch. Must have approved exception from the PANS review board

Confirm the SCCM client is configured and reporting in to the SCCM Infrastructure

CMDB Batch update process

Patching for PGS workstations under PoD assumes the System is a standard build, with a current SCCM agent installed, and supported by Enterprise Platforms & Security (EP&S).

DXC Technology /Onsite Pfizer, Inc Team Lead 02/2021 – 02/2023

1.Providing the onsite day-to-day supervision of operations

Assign Work

Monitor Queues

Monitor the tickets for proper routing and escalation.

Be an escalation point for difficult ticket resolutions.

Ensure the team is communicating ticket issues/question to the entire team.

2.Have Weekly team meeting to discuss tickets, process updates and new information/knowledge.

Escalate to ATA or site technical lead for issues the "experts" on our team is unable to Resolved.

Re-assign work to SME

First level SLA Management

Work with PMO on SLA metrics

Identify Deficiency

Identify training needs

Train Locally (Discuss with techs)

Work with PMO to create training as necessary.

3. Understand the support can cause when confusion, questions and needs arise.

Escalating to the CC SLM and the Pfizer SDM.

Work with the PMO to understand areas of training deficiencies.

Per above meeting SLA's

Training SME's

provide training support where deficiencies exist.

4. Capture site specific information necessary to train the current team and any new member

Work on provided OneNote site Knowledgebase.

Site mapping

Network Closets

Location of Servers

Location of SAM Storage

Software installations, repairs, reconfigurations, troubleshooting.

Microsoft Windows 10, SCCM, AD, BitLocker

Microsoft Office 365 suite

McAfee troubleshooting

Peripheral installations

CompuCom System Team Lead 03/2020 – 02/2021

1 Providing the onsite day-to-day supervision of operations

Assign Work

Monitor Queues

Monitor the tickets for proper routing and escalation.

Be an escalation point for difficult ticket resolutions.

Ensure the team is communicating ticket issues/question to the entire team.

2.Have Weekly team meeting to discuss tickets, process updates and new information/knowledge.

Escalate to ATA or site technical lead for issues the "experts" on our team is unable to Resolved.

Re-assign work to SME

Team lead the only one escalating to site technical

First level SLA Management

Work with PMO on SLA metrics

Identify Deficiency

Identify training needs

Train Locally (Discuss with techs)

Work with PMO to create training as necessary.

3. Understand the support he can call upon when confusion, questions and needs arise.

Escalating to the CC SLM and the Pfizer SDM.

Work with the PMO to understand areas of training deficiencies.

Per above meeting SLA's

Training SME's

provide training support where deficiencies exist.

4. Capture site specific information necessary to train the current team and any new member

Work on provided OneNote site Knowledgebase.

Site mapping

Network Closets

Location of Servers

Location of Storage

Software installations, repairs, reconfigurations, troubleshooting.

Microsoft Windows 10, SCCM, AD, BitLocker

Microsoft Office 365 suite

McAfee troubleshooting

Peripheral installations

DXC Technology Desktop Infrastructure 02/2020 – 03/2020

Reboot Servers, pull cables, connect Fiber and Network cables, Activate Ports.

Preform Departure Harvest of user data, RDP, update CMDB records.

Support HP printers, Intermec, and Zebra printers.

Support all computer equipment in Production and office areas.

Contact vendor on hardware and software services when necessary.

Configure, setup and install new and old Printer.

Remotely configure and install software application for workstation.

Install computer hardware, peripheral equipment, software, and upgrade as company policy.

Eexperience diagnosing and troubleshooting IT system problems in a complex, heterogeneous system environment.

Install desk phones, through computer – networking.

Re-Rack Servers, in Data Center

ARTech Information System Desktop Infrastructure Support 09/2019 – 02/2020

Provide second and third level support to resolve problems with devices and applications.

Track and document all details of problems, give status updates on support issues resolved and still working on.

Reboot Servers, pull cables, connect Fiber and Network cables, Activate Ports.

Preform Departure Harvest of user data, work online items, update CMDB records.

Support HP printers, Intermec, and Zebra printers.

Support all computer equipment in Production and office areas.

Contact vendor on hardware and software services when necessary.

Configure, setup and install new and old Printer.

Install static IP Addresses when setting up Printing Devices.

Determine / document steps for task completion / resolution.

Remotely configure and install software application for workstation.

Install computer hardware, peripheral equipment, software, and upgrade as company policy.

Eexperience diagnosing and troubleshooting IT system problems in a complex, heterogeneous system environment.

Install desk phones, through computer – networking.

Re-Rack Servers, in Data Center

Use Service Center for all Incident, Request tickets.

CompuCom, Inc Senior Deskside Support Tech 01/2016 – 09/2019

On site at Merck Inc

Provide desktop support for End-Users laptops, and desktop computers.

Support HP printers, Intermec, and Zebra printers.

Image all computers with Merck Standard

Support Wireless Networks and LAN Support

Configure iPads and iPhone for access to Merck domain network.

Support Office 365 and Outlook 2013

Monitor Remedy Queue, resolving ticket within SLA

Monitor Active Roles Application, reset user passwords and computer accounts.

First level support on SAP and Citrix in a manufactory facility.

Support all computer equipment in Production and office areas.

Order the company hardware computers and equipment for upgrades and primary use.

Setup computer KIOS system in areas for line employees to use during their break or down time.

Application Support on company standard, is as many as 10 different type

eDiscovery terminated user’s computers; data is decrypted for department access.

CompuCom, Inc. IT Tech Ops, Support Technician 04/2015 - 12/2015

On site at / SANDOZ Novartis

Provide second and third level support to resolve problems with devices and applications.

Track and document all details of problems, give status updates on support issues resolved and still working on.

Contact third party vendor on hardware and software services when necessary.

Preformed maintenance on all computer system.

Preform break fix and repair on PC’, Scanners, Printers, Thin Clients, and assist in more complex devices.

Install computer hardware, peripheral equipment, software, and upgrade as company policy.

Eexperience diagnosing and troubleshooting IT system problems in a complex, heterogeneous system environment.

Determine / document steps for task completion / resolution.

Pursue signatures through walkabout / electronic methods.

Investigate reported computing system or computing device issues.

Document symptoms of computing system or computing device issues

Escalate through vendor or research web based technical resources.

Communicate status or details of any reported issues.

Novartis Pharmaceuticals, MES system support on Production Line

Cummins, Inc. Computer Support Technician 02/2014 – 04/2015

Experience in networking and operations within Intel and UNIX environment.

Lead Role Supporting the production line, making sure all Display Terminals and Dumb Terminal up and running.

Support Windows XP/7/ 8 with troubleshooting technique to resolve issues.

Work from Remedy tickets queue to resolve computer problems the users are having on a day-to-day basics.

Telnet to terminals to reset the uci device, zero ports and log ports.

Manage ATOMS system which communicates with Stratus Server through serial port connection.

Net the device name to get IP address and telnet that IP address to fix the device lock ups.

Reset Terminals by using UNIX commands line.

Configure LX and MX Servers on serial port connection. Define device name to enable it when configuring.

Install and configured serial port Barcode Printers.

Installed and configured wired and wireless Scanner to work off terminals and each station in Production.

Updated Asset Inventory on each device deployed to Production Line

Entegee, Inc. Helpdesk Support Technician II 08/2013 - 02/2014

On Site at Cummins, Inc.

Support the production line, making sure all Display Terminals and Dumb Terminal up and running.

Ability to ccommunicate clearly and concisely, both orally and in writing. Good time management and organizational skills.

Support Windows XP/7/ 8 with troubleshooting technique to resolve issues.

Work from Remedy tickets queue to resolve computer problems the users are having on a day-to-day basics.

Telnet to terminals to reset the uci device, zero ports and log ports.

Manage ATOMS system which communicates with Stratus Server through serial port connection.

Net into device name to get IP address and telnet that IP address to fix the device lock ups.

Reset Terminals by using UNIX commands line.

Configure LX and MX Servers on serial port connection. Define device name to enable it when configuring.

Rocky Mount Prep School System Technology Support Tech 07/2012 – 08/2013

Manage the school network.

Manage Web Filter, which is use to block sites and allow access to approved sites.

Direct contact with all vendors for Laptops and Desktop Support.

Direct support on all technical issues

Manage Active Directory; add Staff accounts, Teachers accounts and Student accounts up different user and group policies.

Support all Educational software that the State of NC has implemented into the education program for K-12 school system.

Manage setup and configure all Staff email accounts, Disable users account, and Suspend user’s account.

Activate network port from 4 IDS closets, 1 server room.

CompuCom, Inc. IT Operation Specialist 06/2011 - 07/2012

On site at / SANDOZ Novartis

Primary responsibilities included writing IT Technical Standards for installing Business Software on production workstations.

SAP installed, configures and provided support to Super Users and End-users to fix any SAP issues.

Remotely configure and install software application for workstation MES Builds.

Setup Training room workstations with their standard train applications.

Provide printer support on the Okidata Printers, and SDMS printing issues.

Support Client Vision for SDMS documents.

Setup computer digital video cards for Power Show Testing.

Install Sandoz Standard Image for Laptop and Desktop computers.

Install VOIP phone lines from patch panel and user locations.

Configure and install computer that will run continual presentations on different screens in front lobby

So that visitor and new employee can learn about Sandoz.

HP Enterprise Services Company Senior Support Analyst 07/2008 – 06/2011

Primary responsibilities, supervising a team of 4 technicians, 2 were desktop support and 2 were upgrading software packages remotely to our end-users located in 128 countries around the world, supporting the daily systems administration for various networking components including, but not limited to servers, and maintenance.

Used VMWare for desktop management of secure company applications.

Analyzed, evaluated, and preserve all critical files and configurations with root-cause analysis, emergency system recovery, and system backups.

Provided remote and onsite escalations support for various hardware and software technologies for multiple clients.

Implemented and managed any and all monitoring tools using scripts and development packages for certified applications.

Upgrades, repaired, and backed-up any and all core applications with security patches, anti-viruses, and spyware to maximize productivity.

Organized and administered the internal database by analyzing any and all users and their privileges and rights.

Managed all inventory related to the IT department with thorough monitoring and evaluating product import and exports from the company to the specified destination.

Additional roles included providing Tier III escalation support for various PC related issues, internally and for the client.

McKesson OSG PC Support Tech4 08/2005 – 06/2007

Managed, monitored, and administrated network connectivity within the local area network (LAN) from multiple platforms.

Provided training and level 1 and 2 escalations support for various hardware and software technologies, resolving all issues in a time efficient manner.

Monitor various server traffic and activity, ensuring all content and technical requirements and utilizations levels are met.

Utilized IPsec to block all necessary web traffic to and from internet sites on various workstations.

Various technologies used throughout employment included Uni-Center, Remedy, Heat Call Tracking, Websense Server, MS Exchange, Active Directory, and various others.

Added/Deleted, managed, and maintained users account privileges and rights through MS Exchange Server on the company domain.

Managed user groups through Active Directory, setting up networked peripheral devices, and managing email, accounts.

McKesson MTS IT Support Specialist /Team Lead 07/1999 - 08/2005

Proactively managed, supported, and maintained systems support for various technologies including but not limited to Novel NetWare Clients and Microsoft NT clients.

Implemented and troubleshoot any configurations and upgrades, related to web hosting requirements, tracking and documenting to assist in resolving trouble tickets.

Managed and maintained remote media storage activities, assisting in technical equipment needs to increase productivity.

Technologies supported included Microsoft Windows OS for Enterprise users, Citrix VPN for internal and external users and other peripheral devised for executive staff members.

Managed a team of 6 IT Technician, assigned workload from Uni-Center ticketing system.

Preform Desktop support for more 6 thousand onsite users.

Choice Point/CompUSA SR Helpdesk Support 07/1997 – 07/1999

Installed, configured, and troubleshoot various hardware and software PC devices and drivers for clients onsite and remotely.

Maintain an accurate and up-to date documentation log to reference previous configurations and avoid installation errors and device failures.

Monitored database disk space allocation and utilization levels to proactively optimize device productivity.

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