Patrick Pacheco

**** ********

Irving Tx *****

972-***-****

ad4mnm@r.postjobfree.com

Summary

IT professional with 15+ years of experience almost entirely with MSP’s (5+ years of admin level experience and 10+ years of desktop technician and HD2 level experience). Seeking a position at a growing MSP with a diverse technical environment that I can spend my next 10 years+ supporting.

Professional Work History

Deskside

Genius Bar Support

Trinity Industries Desk Side\ Genius Bar Support

Dallas, TX 05/2022 - Present

●Genius Bar Support roll involves me resolving customer’s issues and\or answering all questions the customer might have at the genius bar. I avoid using technical terms and jargon when talking to each costumer. We go over step by step on how the issue was resolved.

●I show the customer how to use the software they are requesting or answer questions about the software.

●We go over IPhone enrollments while I set up the customer’s cell phone. We make sure the customer’s work or business cell phone is compliant and making sure the business apps are working.

●We use Intune as the mdm for all mobile devices.

●I help clear the customer’s cell phone passcode if the passcode is not working.

●Desk Side Support roll involves me resolving customer’s issues at the customers desk or remotely.

●Answering all questions the customer might have. I avoid using technical terms and jargon when talking to each costumer. Work all assigned tickets that in my queue in a timely manner.

●Help customers over Microsoft Teams, Outlook, and on the phone. Making sure onboard equipment is ready and set up at the new hires location. Ship out equipment to remote customers and help back up the customers data. Image new machine’s with the company’s standard image. We use SCCM as the standard imaging tool and remote tool. We use Active Roles Console to unlock and reset customer’s network account.

●utilizing your customer service and technical skills with Microsoft and Dell products Communicate technical information to customers using everyday terms they will understand (avoiding the use of technical terms and jargon whenever possible)

●Produce quality resolution documentation

System Administrator

Senior Technician

NTT Data (MSP)

Watauga, Frisco TX 05/2019 - 05/2022

●Make sure the end user is part of the local admin group on the machine.

●Update asset management tool (Kace) when shipping and receiving equipment.

●Microsoft 365 administration – create new users, setup email accounts, manage licensing, and administration of Microsoft Intune for MDM

●Azure Active Directory administration. Set up roaming profiles in Azure Active Directory, assign profiles to group policies, create\remove accounts

●Add all new computers to Active Directory.

●Setup 2 factor authentication in Okta

●Setup accounts with VMWare

●Troubleshoot connectivity to VMWare no access to VMWare

●Make sure wire management was done properly.

●Use a SCCM tool to deploy company software and updates and Image machines with SCCM.

●Mange users IOS phone with air watch MDM.

●Manage corporate cell phone accounts.

●Help trouble shoot telepresence issues

●VPN, LAN administration

●Troubleshoot DNS and DHCP

●Fix VPN connectivity issues.

●Create and manage RSA accounts for VPN users.

●We use Bomgar as the default remote tool.

●Fix all types of Mac OS and Windows issues.

●New machine MacBook Pro build. We use JAMF as the MDM software for all Mac machines.

●Making sure all requested software and updates are installed for new users

●Assign\unassign assets depending on the user.

●White glove service for all directors and upper management

●Set up replacement laptops/desktops for end users.

●Send out special order equipment to end users.

●Install software the end user will need

●Maintain technical knowledge base and report updates as needed to ensure the content of the documentation is current, relevant, and accurate Stay current on the latest developments in software and desktop technology Support an on call rotation Provide training to End User on applications, software and IT policies, including New Hire orientation

Deskside Support Technician (TEMP)

Allied Digital Services Ltd

Dallas, TX 1/2019 - 5/2019

●Resolve complex computer hardware and software issues L1 cannot fix.

●Create and manage VPN accounts for internal users with the RSA Admin Console.

●Fix DUO connectivity issues.

●Manage Active Directory accounts and create\remove accounts.

●Placed different laptops and users in a specific organizational unit in Active Directory to apply group policies.

●Setting up laptops for new users and making sure all requested software and updates are installed.

●Set up Bitlocker on every new user's laptop and save the key on the network share drive.

●Delivering and setting up new employee's monitor, docking station and phones to the user's cube\office location.

●We use TeamViewer and Skype for Business to remote into user's machine and to install company standard software.

●Fix all types of Mac OS and Windows issues.

●New machine MacBook Pro build. We use JAMF as the MDM software for all Mac machines.

●Enroll every Mac user into JSS

●We use Casper remote to remote into Mac machines

System Administrator

Enterprise Client Desk Side Support

Stefanini/Epsilon (MSP)

Irving, Texas 01/2015 - 1/2019

●Create and manage VPN accounts for internal users with the RSA Admin Console.

●Fix Cisco vpn connectivity issues.

●Administration of VPN, VLAN, WAN, LAN networks

●Placed different laptops and users in a specific organizational unit in Active Directory to apply

●Group policies.

●Use Active Directory to lock\unlock\disable user’s network accounts.

●Troubleshooting DNS and DHCP

●TCP/IP networking

●Fix all types of Mac OS and Windows issues.

●We now are using SCCM for all imaging and software pushes for all machines migrating to Windows 10

●Run update patches on Windows Server

●New machine Macbook Pro build. We use Casper as the MDM software for all Mac machines.

●Enroll every Mac user into JSS

●We use Casper remote to remote into Mac machines

●We use APM as a asset managing tool.

●Setting up laptops for new users and making sure all requested software is installed.

●Set up PGP on every new user’s laptop and register the new employee in PGP.

●Delivering and setting up new employee’s monitor, docking station and phones to the user’s

●cube\office location.

●VOIP Cisco & Avaya set up account and voicemails forward accounts, password resets as a company we Switched from Avaya to Cisco with most clients, I also supported all Polycom VVX500 VoIP telephony issues.

●Used CA DSM Agent to remote into user’s machine and to install company standard software.

●White glove service when it came to all executive users.

●White glove consists of having priority over regular users, multiple issues did get worked with one ticket.

●Citrix -Make sure receiver worked properly

Mobile Systems Admin

Desktop Technician

Help Desk 1 &2

CSC (MSP)

Richardson, Texas 12/2004 - 12/2014

●Setup Cisco Routers and Switches

●Trouble shoot network connectivity issues.

●Help users set up a vpn (Global Network Dialer 360).

●TCP/IP networking

●Troubleshooting DNS and DHCP

●Reset VPN accounts for users that use a Secure Token

●Run update patches on Windows Server

●Assist users in connecting to the MS Exchange Server and create mailboxes, give rights to group or individual mailboxes, storage allocation

●Set up group policy in Active Directory

●Unlock and lock a user’s account in Active Directory and on the main frame.

●Mapping network drives to specific user needs.

●Installation and setup of printers and scanners.

●Responsible for making sure users are able to send/receive email on mobile device.

●Trouble shoot Blackberry devices that can not send/receive corporate email.

●Add new accounts on the Blackberry Enterprise Server.

●Add users to the appropriate group on the BES.

●Push IBM Sametime enterprise client to the mobile device and help users set it up.

●For Android and IOS device we use an application called IBM Traveler.

●I am responsible for making sure users have access to the traveler server.

●I have to grant access to new Traveler users once a request has been approved.

●Help user go to a secure CSC site and download then install the app. Walk the user through the

●set up process.

●For terminated employees that have accounts on the BES or Traveler server. I am responsible for sending a wipe command to the device and removing the user’s accounts from the servers

●Responsible for maintaining all individual computer systems including: Training and assisting

users in utilizing the applications and job specific programs to their full efficiency.

●Installation of new and updated applications.

●Reset secure login account on the Bell Secure Web page.

●Help user’s p-synch their account to one password.

●Make connection to the mainframe with emulator program called Extra.

●Reset mainframe passwords and mainframe printers.

●Reset LDAP password.

●Troubleshoot and repair outlook issues.

●Received an award for outstanding customer service and support

Education

DeVry Institute 01/1999 - 08/2001

Nimitz High School 1994 - 1998

Dallas Leadership Foundation 1994 - 1997

Certifications

MobileIron enterprise mobility management software certified, A+, Certified Dell Tech

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