Project Management Technical Support

Frank Wayne Acosta

*** * ***** ****** ******, Texas 76513

Phone: 817-***-**** Email: ****************@***.***

Objective

I am seeking an organization that will allow me to assist in the operations of IT Network and Applications Management. I would want the opportunity for upward mobility and have training for larger scale projects and project management knowledge and hopefully be afforded the certification.

Education

MISM MAY 2006 KELLER GRADUATE SCHOOL OF MANAGEMENT

•Major: Information Systems Management

•Minor: Wireless Infrastructures and Security

•Related coursework: Project Management

Bachelors of Science December 2002 DeVry University

•Information Technology

•Web Design and Programming Languages

•C /C++, JAVA, HTML, XML, PL/SQL

Bachelor of Science December 1987 University of Texas at Arlington

•Major - Mincrobiology Minor - Chemistry

•Undergraduate Research in immunology and Parasitology

•Biochemisty 1 & 2

Skills & Abilities

MANAGEMENT

•I have been a Director for a Hospital based Emergency Medical Transport service with Dallas/Fort Worth Medical Center of Grand Prairie. I have managed a budget of 2.5 million and a staff of 4 Supervisors and 50 employees.

COMMUNICATION

• I have excellent communication skills due to my diverse training in the medical field with Physicians and other healthcare personnel dealing with technology issues pertaining to problems in their data gathering processes.

LEADERSHIP

• I strive to provide a strong role model with the attitude of never asking anyone to do anything I wouldn’t do myself. I try to lead by example and continually learning as much as I can to improve my value to any company or persons that desire my experience.

Experience

Level 1 & 2 Helpdesk Anayst / System Administrator Burnett Staffing Agency Oct. 2023 - Present

•Contractor for Capgemini working for the client : American Family Insurance

•Use of Ticketing system - ServiceNow and Office 365

•Use of remote tools for support of physical and virtual desktops: Quick Assist and LogMeIn Rescue

•Support of various Insurance applications to include: Apex, Personal Lines Policy Center, Producer Engage, Genesys Interactive Phone VOIP phone system, Aruba and Meraki network devices

•Support of Agency Microsoft Office 365 and Citrix VDI with Azure Active Directory

•Support of the Microsoft Authenticator along with use of PING ID.

Senior Systems Engineer Dell Computers June 2021 – Feb. 2023

•Microsoft Intune Administrato/r over the VDI environment for Dell Technologies

•Migration of users to Microsoft Azure desktop from VMWare Horizon and Citrix

•Migration of Citrix users to VMWare Horizon Virtual Platform 8 with Windows 10 OS.

•Workspace ONE Endpoint Manager with Intelligent HUB administration.

•Microsoft Azure Administrator for the W365 VDI environment and technical support

•VMWare Horizon Platform 7 VDI administrator of Dell Technologies VDI and vApps platforms for the global technical support

•Upgraded UAG servers from Windows Server 2016 to Windows Server 2019.

•Provisioning and technical support for the entire organization and P! and P2 incidents in ServiceNow.

•Operational support of the W365 VDI along with the Google Cloud VDI using Horizon Client and VSphere.

•Participated in On Call and Holiday coverage of support of the Dell Technologies platforms.

•VMWare Horizon 8 platform with the use of Microsoft Windows 10 and Windows 11 environments

•Migration of the entire organization to Windows 10 and working towards Windows 11 OS

•Microsoft Active Directory administration of user access to the VDI access.

•Power Shell scripting to search for active sessions and deletion of profile from UEM.

•Microsoft SCCM and Workspace 1 packaging of applications for the VDI installation

•Microsoft Active Directory, Azure Active Directory and Intune Administrator roles

•Participation in rotating On Call support for global coverage of the VDI platform.

•Vetted for Dell Federal VDI Platform support.

•Migration from Citrix to VMWare Horizon 8 vApps hosted applications.

•realize and vRops for Exa mobilization and monitoring automation.

•Provided support for Mac OS users globally Microsoft W365 and Horizon clients.

•Used JIRA as the primary project management tool in conjunction with Teams

•Used SELECT statements for relational database usage for the VDI environment

•Managed the GPO Group Policy for VDI desktops.

•Support IAM along with Single Sign On along with Microsoft and Dell Password Resets.

•Supported the PKI of the Virtual Platform with the renewing of the digital certificates.

•Digital Certs for the Unified Access Gateways replaced yearly with testing of accessibility.

•File permissions along with SharePoint permissions

Systems Engineer Pyramid Consulting August 2019 – June 2021

•VDI administration with Horizon View

•AD permissions and access to the VDI

•VDI migration from Windows 7 to Windows 10

•Help desk ticket of problems in Service Now

•Horizon Flex VDI administration

•Outlook configuration of emails on VDI

•Configuration of Palo Alto global Protect VPN

•Cisco Anywhere Connect VPN configuration.

•Support for Citrix hosted application.

•Migration of Citrix to VMWare Horizon hosted applications.

•Microsoft Endpoints Configuration Manager with Software Center administration.

•verbalize used for migration to Horizon Platform and Google Cloud

•This was the consulting portion with Dell Technologies

•Upgraded servers from Windows Server 2012R2 to Windows Server 2016.

Systems Administrator Cognizant July 2018 – June 2019t

•Windows VMWare 5.5 administrator

•Workspace ONE Endpoint Manager with Intelligent HUB administration.

•SCCM Administrator for Kite Transition to Gilead Pharmacological

•RDP into Kite environment for SCCM overview

•RDP with Cisco AnyConnect into VDI for onboarding of Gilead Contractor training

•Active Directory Administration and profile template development for group access management

•Application and File Server Management and Permissions based access.

•Salesforce Remedy Help Desk Ticketing and resolution

•Microsoft Azure AD Administration (Cloud based) along with Intune usage.

•Microsoft Server 2012R2 and 2016 along with MS SQL Server Database administration

•Migration of Windows 7 to HP desktop Windows 10 Security of TPM platform 2.0

•Vrealize used with the VMWare Horizon Platform 7.

•PowerShell scripting used for AD tasks.

•Administration of Windows Server 2012R2 and Windows Server 2016

Systems Administrator/Technical Support Specialist Syrainfotek April 2018 – July 2018

•FPT Software – North Vietnam technical support for SWM International

•Technical Support for users in Vietnam, Philippines’, Poland, France, Brazil and the US.

•ServiceNow implementation for above countries

•Microsoft Exchange 2016 and the PowerShell scripts for AD account creation and disable account.

•Desktop and Printer support for the organization

•Technical support for SWM International Service Desk

•Migration of Windows 7 to Windows 10 on Dell Precision Workstations.

IT Systems Administrator TEK Systems Inc, November 2017 – March 2018

•Sub-contractor for Dell Computers

•US Air Force Windows 10 Migration from Windows 7 on Dell Workstations.

•Non-classified NIPR computer installations

•Classified SIPR computer app installations

•Goodfellow AFB – San Angelo Texas

•JBSA – San Antonio

•Working with Agile Defense platform and SCCM imaging Windows 10

•Using CPM Migrator moving user profile onto new HP hardware

•Manual SATA migration of users Profile after joining the new hardware to the domain.

•Agile Platform for Defense and Security Vulnerabilities and Remediation.

IT Systems Administrator Technology Service Professionals July 2017 – September 2017

•Manage and administration of Managed IT users’ systems along with documentation of their network.

•Performance tuning of Windows Servers 2008R2 through Windows Servers 2012R2.

•Migration of Exchange Server 2007 to 2016.

•Configuration of UPS and Server operations along with automation of shutdown procedures.

•Performance tuning of Microsoft SQL server 2008R2 and SQL Server 2016.

•Loading Cisco iOS interface configuration file into Cisco 2960 X series firewall.

•Administration of VM Ware 6.0 and the virtual machines under the license and support agreement.

•Joining file share server to the Domain and administration of Active Directory for the various domains.

•Troubleshooting end user’s issues with accessing data and printing for the domains.

•Office 365 Administration for end users

•Evaluation of site Security and Software vulnerabilities according to HIPPA regulations and compliance.

IT SYSTEMS ADMINISTRATOR TEK SYSTEMS CONSULTANT DECEMBER 2016 – DECEMBER 2016

•W2 consultant work for Globe net LLC with the Abilene Oceans Healthcare group

•Network and Domain controller reconfiguration Windows Server 2012R2 for local domain

•Promotion of Domain Controller and troubleshooting replication issues

•Virtual Print server and configuration of printers on the network along with Group Policy Printing.

•Evaluation of Oceans Healthcare HIPPA compliance and policies for the merger of the new facility.

IT SYSTEM ADMINISTRATOR MEDSTAR MOBILE HEALTHCARE AUGUST 2005 – MARCH 2016

•I am the Administrator of the Computer Aided Dispatch (CAD) 911 secondary PSAP Call Center for the City of Fort Worth and other small communities within Tarrant County Area Metropolitan Ambulance Authority. I have worked with the Tritech Software system, and I am in the process of the transition of switching to the Logis Software from Denmark.

•Dell Server installation along with configuration on LAN Switches and use of Open Manage

•IBM SAN and Stonefly NAS storage administration and backups

•Project Management of Software Upgrades, DR site with new Server room replication

•ESX VMWare 5.5 virtual servers and desktop configuration along with V-sphere and Horizon

•Microsoft SQL Server installation and Database Administration of Tritech Software for CAD (Computer Aided Dispatch)

•Virtual MS SQL server performance tuning and optimization with SQL Queries and Data and Log file shrinkage, Stored Procedures, and Views.

•Upgrade CAD Software and Patch management of Windows Server 2000, 2003, 2003R2,2008, 2008R2, 20012, 2012R2

•NICE Motorola voice and radio recording software

•Support Engineer onsite for Medstar and Motorola NICE regional support.

•Configuration of physical machine with the software downloaded from the server for training of staff.

•Support Call Center staff and Supervisory personnel for problems and first line troubleshooting.

•Vendor contact point for onsite access and upgrade of NICE software.

•Organization Exchange and Active Directory additions and removal of mailbox of terminated employees

•Support Engineer for Cisco Unified Communication Center Manager and SIP and Fiber protocols

•Provided 24/7 Help desk support to the organization.

•Administrated Microsoft SCCM, Orchestrator and SCOM for the Enterprise of the Organization

•Used the Cisco VPN for the management of the network remotely.

•Used Citrix based remote tools for vendors and remote users for troubleshooting like GoToAssist, GoToMeeting

•Symantec Veritas and Veeam backups of Mission Critical data and virtual environment

•After Hours Help Desk Tier 2 and 3 support Administrator

•Continuous evaluation and Mitigation of Network and Software Vulnerabilities in accordance with HIPPA regulations.

•Configuration of new hardware and laptops with the profiles and programs needed for the Executives.

•Any other duties as assigned by the IT Manager.

•Provided support for MAC OS for the CEO and Medical Director systems.

•Used SQL Management Studio to produce SELECT statements used in the relational database of Microsoft SQL.

Contact this candidate