Desktop Support Active Directory

Gregg Poggioli

Phone: 602-***-****

E-mail: *********@***.***

Phoenix, AZ. 85020

CERTIFICATIONS

LPIC : LPIC CompTIA certification – Phoenix Computer Academy

CompTIA A+ Certification – Anthem College

Dell DCSE 1000 Client Foundations 2017

SUMMARY OF SKILLS

Hardware Installations, troubleshooting and diagnosing of hardware parts, for desktops and laptops, such as motherboards, CPU’s, expansion cards, printers and scanners

Worked with various Windows clients, Windows 2003 R2, Windows 2008 R2 servers, server 2012 R2, Linux operating Systems software and various application software

Office 365, Microsoft Office 2010, 2013, and 2016

Network troubleshooting and setup

Experience with Local Area Network (LAN) & Wide Area Network (WAN) Cabling Systems

VMWare and VirtualBox, Hyper – V technology

Networking computers for workgroups and client/server

Active Directory and DNS experience, DNS experience with and without Active Directory

Setting up FTP, DHCP, TFTP, Telnet and SSH servers

Samba shares for Windows and Linux shares, also for CUPS printing

Imaging & cloning of hard disks and external hard drives

Migration and Deployment of Windows Operating Systems using Windows Deployment System

Commission and Decommission Hardware setup with minimum

Basic entry level to cisco routing and switches in a networked environment

Setting permissions of files and folders in Windows, and as well as in Linux

Administrative work setting up groups and users in Windows & Linux Operating Systems

Macintosh and apple products hardware replacement, worked with Leopard, Tiger OSX and High Sierra.

Worked with boot camp virtualization, parallel virtualization to run Windows OS on Intel based Macs

Used samba to share Windows and Mac files and folders with setting network permissions.

WORK EXPERIENCE

Desktop support

Kforce assignment with Sonora Quest

March 20204 to June 2024

Setting up thin clients for users

Installation of software programs

Setting up monitors, keyboards and mice

Setup document scanners and printing label devices

Checking network ports to see if there active

Loading and unloading van of hardware equipment

Desktop support

Kforce assignment with Humana

August 2023 to December 2023

Remote Install of software using the Bomgar application and RDP for over 100 users

Add and remove users and passwords in Active Directory and adding users to the RDP group, for remote in before sending the computers out, so the user’s profile can be built

Mail out hardware parts and computers to users, and setting up computers in the conference rooms

Setting up computers for over 100 users at the job site

Setting up cisco AnyConnect VPN for users working at home, also assisting in sending out hardware VPN’s called Aruba to the users

Desktop Support

OvationWPS – assignment with Dover Corp

February 2023 to August 2023

Answer break fix tickets for over 50 people

Repair of desktop and laptop computers, troubleshooting and installation of computers and software, outlook email, rebuilding the profiles for the clients

Active Directory reset passwords, add users and remove users for over 50 people

Order parts from Dell’s services

SCCM and local installs of Windows 10

Installations of anti-virus and anti Spyware apps

Add/remove users email accounts, setup passwords in O365

Decommissioned hardware for any type of changes and refreshes following standard procedures with standard operating procedures

Desktop Support

Leslie’s Pools

March 2022 to November 2022

Answer client break fix tickets for hardware and software troubleshooting issues

Reimage desktops and laptops for over 1000 users

Migrate Windows 7 to 10 for over 1000 clients

Setup computer equipment in offices, conference rooms, and facilities

Setup and support VIP staff, for any break fix tickets and computer setups

Desktop Support

Absolute technology

August 2021 to January 2022

Deployment and local installs of Windows 10 for users that brought computers into the shop

Answer break fix tickets for clients, assist with issues over the phone

Installing and maintaining server, using the Citrix receiver program

Using remote software LogMeIn to fix client software issues remotely

Desktop Support

eXcell assignment with Northrop Grumman

November 2020 to June 2021

Refresh computers for over 500 users

Deploy windows 10 computers to upgrade from Windows 7, also adding computer memory for the upgrade to Windows 10

Add users to Active Directory and removing users, also resetting the users’ passwords in Active Directory

Imaging computers local or using SCCM to deploy images to the remote machines

Flash bios updates for the Dell and HP computers and laptops

Desktop Support

Artech assignment with IBM

August 2020 to October 2020

Answer phone and emails for software issues after Windows 7 to Windows 10 migration

Remote in assist client with software and networking issues

Password resets in Active Directory

Covid-19

From April to August 2020 did not work due to covid-19

Windows 7 to Windows 10 Migration

Agency Pomeroy assignment with HonorHealth

January 2020 to March 2020

Migrate Windows 7 to Windows 10 from in place upgrades and swap outs for users upgrading to Windows 10

Adding memory and SSD, m2 drives in laptops, desktops, and minicomputers

Active Directory add users and passwords, removing users and passwords for over 1000 employees

Desktop Support - Windows 7 to Windows 10 migration

Computer Merchant assignment with General Dynamics Mission Systems

March 2019 to November 2019

Assist in migration of Windows 7 to Windows 10, by deployment through SCCM

Making Windows 10 Offline upgrades on flash drives to send to clients with instructions to disable all network connectivity, and to unzip the Windows 10 file zip file

Add and remove users from active directories

Assist with break fix tickets remotely or over the phone

Switch out hardware parts and troubleshooting with Dell diagnostics

Flash Bios Rom settings for firmware

Assist clients in backing up their files and data to the network and restoring them back, either backup manually or using the user state migration tools, for backup and recovery for users

Desktop Support Specialist – temporary assignment

Compucom

December 2018 to February 2019

Setting up HP thin client terminals, monitors, keyboard and mice for client for over 200 users, receive phone calls and emails for helping clients troubleshoot their issues

Installing and troubleshooting computers by replacing hardware and installation and troubleshooting of software

Managing and cabling patch cables underneath all the desks, making sure wire management is done

Testing cable connections with cable tester to see if there are any connectivity issues and activating the ports before the new users would come on board

Desktop Support Analyst – temporary assignment

VincentBenjamin thru Robert Half

August 2018 to September 2018

Answer phone calls and assist users by using remote program Bomgar to help troubleshoot tech issues.

Add and remove users from Active Directory and Office 365 for email users.

Escalate issues to Level 2 technicians for advanced assistance.

Use ServiceNow and Remedy ticketing system to look the clients name and guide hints for there type of issues.

Update tickets how we assisted the clients and resolve their issues, on a daily basis

Desktop Support Technician - temporary assignment

Ebryit

March 2018 to April 2018

Join laptops to the elementary school domain at several elementary schools, rename host of the laptop for over 500 users

Run scripts to join the wireless networks under certifications for dual band wireless networks

Connect laptops to battery generated carts to charge overnight, and unbox laptops

Help load the generated carts onto the truck for delivery to the elementary schools

Desktop Support/IT Support - temporary assignment

Dell/Boeing

January 2017 to January 2018

Responsible for break/fix and IMAC work for tablets, projectors, VoIP phones, mobile phones, laptops, desktops, and peripherals, for over 600 employees

Set up and built systems for new installs of hardware and software, access points and networking

Responsible for managing tickets in HP Service Manager and ensuring SLA's are met, in a timely fashion

Upgraded PC's for the end users, received phone calls and emails from users, who had break/fix issues

Supported Windows 7,8,10

Basic network troubleshooting

Circle K POS Integration Engineer – temporary assignment

Insight Global Temp agency

August 2015 to September 2016

Upgrade systems from TDL to Radiant 6 conversion

Radiant install support technician

Install, monitor, and troubleshoot Radiant POS conversions from legacy back office apps and hardware

Technical Field Rep, System Admin and Customer Service

Southwest Keys – temporary assignment

July 2014 to August 2014

Various software and hardware upgrades, troubleshooting pc's, upgrade of pc memory at various workstations

Networking wired and wireless troubleshooting issues and hand-held scanner repairs

Work with installation of printers for local and network shares

Add/remove users in Active Directory and group policies

Technical Field Rep

Insight Global

June 2014 to July 2014

Upgrade operating systems of computers at cash registers from Windows XP to Windows 7 for the Goodwill stores in the State of Arizona

Updates for Windows 7 and memory upgrades with machines less than 2gig ram

Making sure cash drawers and display for sales at register are working

Service Rep

Asurion Call Center

October 2013 to May 2014

Took incoming calls from customers regarding their mobile devices. Assisted with device set up and device education

Provided troubleshooting to resolve operational issues

Used processes outlined, and sought to achieve First Call resolution standards

Maintained quality call standards as trained

Maintained an average monthly response time standard

Proactively found new technology trends and solutions for knowledgebase

Windows 7 Deployment Technician – temporary assignment

Sullivan & Cogliano

June 2013 to August 2013

Contracted by Cigna Healthcare to assist with the migration of its 33,000+ system network from Windows XP and Office 2003 to Windows 7 and Office 2010

Provided end user support over the phone and onsite to ease user transition during the migration process with such tasks as verifying user data including outlook PST files, mapping drives and printers plus support of business applications

Utilized System Center Configuration Manager 2007 (SCCM 2007) and customized scripts to accomplish nightly deployment goals while using such tools as USMT 4.0 to provide backups

Imaged Lenovo desktop, notebook and tablet computers including: M58, M81, M82, T400, T410, T420, T430, X61, X230 by utilizing a Lenovo Server connecting through a Cisco 3750-X Switch

MSI

Project Specialist

April 2011 – March 2013

Upgraded proprietary software to latest version using either complete upgrades or applying software patches

Communicated effectively with IT customers to resolve their issues both verbally and written

Troubleshot desktop, server, network, hardware and software to resolve issues caused by upgrades and software patches

Utilized SLX Ticketing system to create, document and manage trouble tickets related to upgrade, software patch or general support issues

Used Active Directory to add users, password resets, and permissions

Troubleshoot, modify and install Red Hat software applications.

EDUCATION

Associate of Science in Computer Networking & Security Anthem College, Phoenix, AZ

Computer Hardware and Software Professional Phoenix Computer Academy

Associate Degree for Business Glendale Community College

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