Support Specialist Network Administrator

Location:

Raleigh, NC

Salary:

80,000.00

Posted:

August 20, 2024

Contact this candidate

Resume:

Bryce Layton Harvey

***********@*****.*** 919-***-****

Candidate Summary

Experience in end user support, escalation management, mangement of 40 plus techs on service desk, management of multiple departments that included budget, finance, General Services, Durham One Call, Mayor's office, to dealing with department heads and their respective employees, currently assisting with all company needs pertaining to IT and processing of infomation, data analytics

I have experience working with state clients, SOC Support in the Department of Public Safety, and the City of Durham as a Support Specialist and System Analyst respectively.

Experience with NCID - Account unlocks employee user accounts, resets employee passwords, and updates employee accounts,multiple plateforms for local and state govenments

Experience with various remote tools like VNC, Dameware, and LogMeIn as well as ticketing systems like ServiceNow, BMC, and HEAT.

Experience with Windows 7 and 10 and supports SCCM Packing and Deployment of software migration.

AV support of conference rooms and any equipment that is being used by an organization

Start-up of City Council meetings for Webex then passing off to CCTV broadcasting

Key Competencies

•Skills: Management of Desk Side and Remote Support, Active Directory, Azure Administration, Project Management, SCCM, AV Support and Configuration, Office 365 Administration, Citrix, Cisco Call Configuration Manager, VOIP Support, SolarWinds MSP N-Central training, Windows 7 to 10 Migration, Cloud Services

•Remote Tools: VNC Viewer Dameware, SCCM, Bomgar and LogMeIn, Configuration of Cisco Routers and Switches, Windows Server 2008 installation, Active Directory Management adding and management of PC’s and Users Profiles

•Ticketing Systems: ServiceNow, SNOW, BMC & HEAT

Certification

•A+ Training Program, Porter Chester Community Institute, Watertown, Connecticut

•IT Network/Administration, Corporate Training Center, Oakville, Connecticut

•Currently Training on Network + Certification, Durham, NC

•Dell Certified Technician

Employment History

Octapharma – Durham, NC

Feburary 2024 – July 2024

Assisting with any and all IT needs locally

Managing any shipping concerning asset

Installing anything on racks that include switches, routers, UPS’s, Wireless Access Points

Offering any and all IT solutions on an enterprise level

Responsible for any IT needs that are met on the client level.

Responsible for all Hardware for the client to the switch.

Collaborating with any IT support staff on a remote basis for back-end services.

Supporting any Audio/Video equipment and conference room setup and management of systems

Assisting with all desktop and laptop solutions

Parexel, Durham, NC

Oct 2023 – January 2024

System Support and System Engineer

Active Directory Support... Group policy management and account access and creation for current and new users

Managing PXE boot server and creating images for devices to be sent to end users

Printer installation and configuration of printers remote and local… Responsible for documentation of printer support and IP locations for said devices

Experienced with multiple Microsoft software platforms and completed comprehensive training courses in Teams, Zoom, and Webex basics for a smooth virtual attendee experience at any event.

Able to plan, develop, and implement A/V systems with success; adept at choosing the right hardware and software components to satisfy requirements and maximize performance

Intune and Azure system management for cloud applications… Adding and removing devices to services for cloud applications management

Ghost, USB, and PXE imaging for all Lenovo equipment and documentation for asset management, shipment, and guaranteeing a seamless and smooth execution for the client and the company. Based in the US and Canada service

Installing devices such as monitors and printers using HDMI and SDI cables, connectors, and devices such as switches, splitters, and converters

Provided audio conferencing support and resolved issues for approximately 50 customers daily

Experience supporting Audio/Video equipment and conference room setup

Providing access to local WIFI access for guests and Parexel employees

Assisted clients and guest with connecting to Polycom video conferencing systems

Installed desktop mediums and dual monitors for clients to have better work productivity

Configured printers for executives so they would have their own printer for use

Pearson, Durham, NC May 2023 – Aug 2023

System Administrator

Responsible for imaging devices and addressing all IT needs at Pearson.

Azure and Intune Administration, MDM management, Cloud Applications, and all authentication methods for accessing Pearson resources.

Attaching the switches, splitters, converters, and other cables, connectors, and HDMI and SDI equipment

• Solid understanding of VMware vCenter

Mac and PC imaging/reimaging via JAMF and Intune

Managed authentication by connecting a user's local macOS account to their organization's cloud identity to Pearsons’s network account.

Successfully planned, designed, and implemented A/V systems, proficient in selecting appropriate hardware and software components to meet specific requirements and

Experience supporting Audio/Video equipment and conference room setup optimize performance

Responsible for all Hardware tracking and allocation of hardware resources

Provide quotes for management to purchase said hardware for end users.

Responsible for upgrading and maintaining all hardware related to Pearson's daily business needs.

Asset management- documentation and tracking of devices shipped and received.

Purchasing equipment from CDW for all hardware needs

Experience and skills with scripting, application deployment, application packaging, software packaging, collection management, custom reporting, task sequences

Knowledge and advanced troubleshooting skills with Microsoft MECM/Intune

Microsoft Endpoint Manager Administration and Architecture.

MECM Role implementation and troubleshooting

Intune policy creation and troubleshooting

Solid knowledge of Active Directory Security Groups, OUs, DNS, and GPO management

IT Consulting, Field Nation, NC Oct 2022 – Current

Computer and Networking Systems Engineer

Start Up

City of Durham, Technology Solutions, Durham, NC Oct 2019 – Oct 2022

System Analyst

Responsible for imaging devices and working on software issues related to City Hall employees.

Solid knowledge of Active Directory Security Groups, OUs, DNS, and GPO management

Azure administration for changing security settings, installing software and hardware, accessing all files on the computer, and making changes to other user accounts.

Setting up the HDMI and SDI connections, cables, and equipment including splitters, converters, and switches.

A/V multimedia and Video Conferencing (VTC) system installations in the corporate, educational, and medical environments. Responsibilities included manpower management, contractor coordination, equipment procurement, and customer interaction to ensure complete satisfaction.

Issues arise with A/V equipment or wiring, it's the responsibility of support personnel to troubleshoot and diagnose problems.

Independently resolves routine/non-routine problems through standard troubleshooting procedures.

Experience with installing personal computers and peripherals (e.g., printers, scanners, cameras, fax machines, and audio-video equipment).

Technical support for city council meetings.

Conducted comprehensive testing and quality assurance procedures to validate A/V installations and ensure optimal performance and reliability.

Responsible for imaging devices for end users and creating PC naming and user account creation in Active Directory.

iPhone configuration and tablet imaging and support

End users support for most city software and applications.

Technical experience with the ability to communicate and interact effectively with operations staff, end users, technical staff, equipment vendors, and management.

Experience installing and troubleshooting a variety of desktop/laptop hardware and Windows in a Help Desk environment.

North Carolina Department of Public Safety, Raleigh, NC Jan 2019 – Nov 2019

Support Specialist

NCID- Account unlocks employee user account, reset employee passwords, and updates employee accounts.

Setting up devices to ensure they communicate correctly and deliver the desired video and audio signals, including installing the HDMI and SDI cables, connectors, and devices such as switches, splitters, and converters

Cisco Call Configuration Manager- Responsible for implementation of systems in NC prisons.

Hero- Support of applications for end

SAP- Support of Installation.

Assisting local help desk with daily responsibilities mapping drives, printers, drivers, and standard help desk job duties.

Provided user training and technical support to clients, staff, or end-users to facilitate smooth adoption and usage of A/V systems

Experience using SharePoint, Excel, Word, Outlook, and Calendar.

Experience installing and troubleshooting a variety of desktop/laptop hardware and Windows 10 OS in a Help Desk environment.

Maintaining accurate documentation is crucial for tracking A/V installations and configurations.

Working experience supporting web-based applications, troubleshooting a variety of web browsers

Strong knowledge of computers and related information technology devices.

Work experience performing standard diagnostic and maintenance procedures.

Use of Local Area Networks, Wide Area Networks, Internet, communication standards and protocols, and personal computer support.

Active Directory administration, installation, configuration, and service and support

Revlon, Oxford, NC

May 2018 – Nov 2018

Desktop Support Analyst

Responsible for Migration of over 1000 end users from Windows 7 to 10

Assisting local help desk with daily responsibilities mapping drives, printers, drivers, and standard help desk job duties

Collaborating with the networking team on issues that need to be addressed with the imaging process.

Use of Dameware and TeamViewer for remote purposes

Office 365 activation within Pro Plus and installation of software from Microsoft

Managing user’s data transfer and installation of any additional software needed

Network printer management and local driver issues after the upgrade

Responsible for upgrading all AV equipment to be compatible with Windows 10

Advance Auto Parts, Raleigh, NC

Sept 2018 – Nov 2018

IT Support Specialist

Level 2 to 3 support installing software for CARQUEST and Advance Auto Parts, Bomgar, and SCCM maintenance adding and removing devices and software.

Office 365 Profile management

Printer management and support

Support of Cisco routers and wireless access points

Training and support for all video and conference rooms including Executive Level Support

Think Smart Hub 500 installation and collaboration with Lenovo on setting up and getting past Gateway.

Daily tasks included: Office 365 profile management, Lync, and Video conferencing support, and adding and removing users’ profiles and PCs to a domain for configuration of business needs.

KACE knowledge in Imaging desktops and laptops, PowerShell for K1000, and utilizing PowerShell script through the "Script" feature in KACE.

Scripting for KACE Server

Working on KACE Appliance K1000 and K4000 upgrade and software upgrading with KACE vendor

Citrix client admin configuration of profile management

Cisco Call Configuration Manager- User profile management and phone setups

McAfee EPO tag management user registration and account management. Laptop and PC encryption Webex account creation and support

Social Security Administration, Durham, NC

Mar 2018 – Sept 2018

Lan -Network Administrator

Active Directory user profile management.

SCCM Administration.

Responsible for all Training rooms and Polycom video conferencing equipment.

Trained end users on the use of video and conference room equipment.

Responsible for fixing any issue regarding conference room equipment.

Responsible for all user migration to Windows 10 and all Citrix upgrades and

Experience supporting Audio/Video equipment and conference room setup

application support.

Hardware and Software support.

SharePoint Administration.

Laptop, desktop, network, and local printer support.

Active Directory- Adding and removing user profiles and PCs to a domain for configuration for business needs.

Responsible for supporting Cobalt Programmers and managing all LAN services

Handling breaches and resolving issues, SLA and Service Now

Trained end users on the use of video and conference room equipment and Access Management

Printer management and support, Skype, and Video conferencing support

Adding and removing PC names and domains in Active Directory

Windows 7 and 10 supports SCCM Packaging and Deployment of software migration.

Remote and Desk Side Support

PXE imaging and user setup, Service Now Ticketing System, IT Infrastructure Engineering, Operations and Support

Almac, Durham, NC Sept 2017 – Nov 2017

Desktop Migration Specialist

Migrated over 300 end users in 3 weeks.

Desk side and remote support.

Windows 7 to 10 Migration.

iPhone and MAC Support.

SNOW Ticketing system.

O365 Profile Management, Office 2016 and Office 2013, and installation of all software.

Troubleshoot Skype for Business Online Tenant issues for Premier level support clients.

Resolved any compatibility issues and software installs that did not transfer over

Use of Active Directory and SCCM.

Trained users on the use of Windows 10 and Office 2016.

Anthem Blue Cross Blue Shield, Cary, NC Aug 2015 – Mar 2017

Advanced Technical Support – Senior Analyst

Expert knowledge of SCCM and Intune to include device enrollment, policy management, application deployment, compliance enforcement, and conditional access

Provided specialized technology work in support users including installing, updating, testing, and troubleshooting issues related to department technology systems, identifying and producing video evidence, as assigned, managing small to medium databases, and updating, verifying, editing, digitizes, and/or extracting data.

Prepares, maintains, reviews, and/or submits reports, records, files, construction drawings and plans, spreadsheets, digital signage, and other documents, manages user accounts and processes payment information, updates and maintains databases and online systems, compiles, edits, queries, and/or reconciles information, and reviews work for accuracy and completeness.

Coordinates with vendors, to resolve, and/or escalate end-user issues, collects field data, trains staff, and inspects assigned systems and equipment to ensure proper working condition, and assists with process improvement and planning efforts.

Assists with budget preparation and/or procurement, processes purchase orders, and monitors inventory, as assigned, research product, price, vendor, and related information, coordinates asset management tagging, as assigned, tests new technology, and assists in making budget and procurement recommendations.

Escalation Management:

Management of 25 to 40 employees

Provide remote 2nd-level technical support for defective systems and user problems to over 5, 000 end-users and all offices within the continental US.

Troubleshooting and resolution of the Windows XP and Windows 7/10 desktop environment O365 Profile Management, Office 2016, and Office 2013 and installation of all software.

L1 and L2 support originally then was promoted to a Senior Analyst role.

CyberArk 2-tier authentication methods use and profile management.

CyberArk New onboarding rules for desktops and server

CyberArk Scope values, assigning platforms, storing in safe and defining properties.

CyberArk Discovery management

SNOW ticketing system management and maintaining SLA.

Used TN3270 for mostly password resets but did SQL with commit rollback commands for information changes.

SCCM console management adding and removing PC to server.

Virtual machine maintenance and support and installation of software remotely

Durham Rescue Mission, Durham, NC Jan 2013 – Aug 2015

Network Administrator

Managing new enterprise for Durham Rescue Mission by providing administration of network for over a hundred and 100 plus users.

Management of Windows Server 2008, Microsoft Exchange Server Profile Management, management of VPN configuration using Server 2008, and Windows XP 7 and 8 support.

Solid knowledge of PowerShell scripting to automate tasking and customize configurations

Solid knowledge of Active Directory Security Groups, OUs, DNS, and GPO management

iPhone and MAC Support Lenovo. Dell. IBM, HP, Apple, Acer, and anything donated that we could use.

Cisco Call Configuration manager and management of all Voice over IP devices

Cisco Routers and Switches in three different stores and two campuses.

Maintaining wireless access points, DVR equipment, and repair, creating Active Directory profiles, Mail server configuration of profiles, Cisco voice over IP phone installation, and repair and configuration of profiles for individual use of phones.

Support for all activities involving fundraising and being a liaison between Durham Rescue Mission and individuals such as the Sheriff of Durham, the Mayor of Durham, and like individuals.

Configuration of a network that’s spanned fiber- between two campus campuses.

Installation of VPN networks building them from the ground up

POS Administration installation maintenance and configuration of button use on POS screens.

CCTV installation and maintenance and coping files for police investigations of break-ins or theft of Durham Rescue Mission property

Cisco voice-over IP configuration and installation and repair of phone hardware

Installation of server racks and wiring two designated port placements and using tone generator to track lines in walls.

Reimaging PCS and replacement of boards, RAM, and installation and configuration of Windows 7 and 8 for broken PCs or new end users

Utilizing Network resources monitoring resources to find bottlenecks and possible points of network latency issues and collaborating with ISP to resolve any such issues.

Durham Rescue Mission, Durham, NC Aug 2013 – Aug 2015

Department Manager

Planned and proposed online sales for possible departments. Prepared proposals and was granted funds to manage and purchase accounts, software, and equipment.

Implemented policies and procedures for the use of the equipment at the store level, then moved to test and demonstrated potential growth outcomes after just one month of online sales, since then they have expanded and have a massive revenue stream from online sales.

Responsible for all online sales and inventory of over 8, 000 books online.

Responsible for writing all policies and procedures involving the Amazon book department.

Brinks, Bridgeport, CT

February 2005-2013

Field Tech and Sales Rep

I was responsible for sales and installation of hardwire and wireless home security systems

I started as an installation technician. I did hard wire installs mainly

Ran wires from panels in basements or if there was not basement from the location that was able to access the phone line.

This was all low voltage work using but setts and ohm meters to find a phone line that was active to get service to the panel.

Was responsible for drilling and snaking wires through walls into windows, doors and access points for contacts. This included motion detectors.

Programmed panels for use of service and instructed customers how to operate systems for all their home security needs.

This was before wireless services became cost effective so hardwire was the choice due to it being cheaper for the customer.

I had to pull cable for all contacts and label them properly and test each line for proper connectivity and hook up contacts properly.

I also managed sales and up sales to help the customer get the best coverage for security for their home.

Installed DVR and video surveillance equipment as well.

Brinks, Bridgeport, CT

February 2001-2005