Desktop Support Technical

Location:

Omaha, NE

Posted:

November 15, 2024

Contact this candidate

Resume:

Jeffrey Williams

Omaha, NE *****

Cell: 470-***-**** Office: 678-***-**** Home: 770-***-****

Email: ****************@*****.***

Technical Support Human Services Technician IT Specialist Help Desk Management Soft Skills

Summary of Qualifications

Experience in a simulated environment with network administration responsibilities, such as setting user permissions and passwords using Group Policy in Active Directory environment

Experience setting up and maintaining networks on Windows Server 2003/2008 and configuring peripherals such as: printers, scanners, and fax machines

Familiar with the Open Systems Interconnection (OSI) model and setting up entire virtual networks.

Knowledge of sub netting IP addresses using CIDR notation.

Experience in virtual environments troubleshooting hardware and software – remote and desktop support

Advanced in the Microsoft Office suite using Word, Excel, and PowerPoint

Excellent communication skills with the ability to explain technical information to people at all levels while providing superior customer service. 3 + yr. in Dynamics CRM (2011+) (4yrs). Customization/Configuration 3+yr with Data Integration/Migration

Operating system installation, configuration and troubleshooting in a Windows 7 environment. 10+yrs in Project Management.

15 plus experience years with Healthcare related issues surrounding preventions, healthy nutrition, body functions, etc.

Technical Skills

Operating Systems: Windows XP, VISTA, 7, Server 2003-2012

Desktop Support Systems: Overseeing multiple desktops for the end users

Software: Microsoft Office (Word, Excel, PowerPoint), Avast Anti-virus

Hardware: Cisco routers, switches, and hubs; coaxial, cat 5, fiber optic, Ethernet cabling; modems, printers, Hard drives, motherboards, processers, power supply.

Networking: LAN, WAN, VPN, SAN, Ethernet, TCP/IP, SMTP, POP, POP3, IPsec, IMAP4, Framing & Multiplexing techniques at the physical layer of the OSI model based upon SONET standard frame, OC3 level throughput of 155.5, X.25-UTP/STP (DS1 or DS3 Media-Frame relay UTP/STP (3+yr). LandDesk Management, etc.etc.

human and ministry Skills certifications

Division Of Ministerial Services based upon Death and Dying

Youth Counseling

Adult Counseling

Certify Counseling Aide (HIV/AIDS)

Stress Management Courses as it relates to Spiritual and Ethical Relations

Critical Analysis as an Exodus method

Domestic Violence, Stress Management, Life Skills, Crisis and Family Courses.

Education/certifications

Bachelors of Science-Computer Information Science – Programming May -2016

Everest University

Basic Christian Ministry Certification Dec -2014 Georgia Baptist Bible Institutes

Bachelors of Science, Equivalency of Human Services- Management of Relations Interactions June -2005 New York PACE Institutes (Prisoners for AIDS Counseling Education Ministry)

Credits Of Business July -2004 Ashworth-College,

Associate in Ministry and Human Services June -2003 Boricua College & The Rising Hope

EXPERIENCE

Lee Enterprises Omaha NE 05/07/2023- Current

System Engineer

Assess Manager- being responsible for supervising the company’s equipment, in-order-to ensure company optimization within its full production capacity, such as devices, printers, monitors, pc, laptops, cable wiring, phones, parts of various sorts for optimizations (4+yrs) using End Point Central (EPC) a software that is used to managed inventory-deploy software, patches to other PCs, and Laptops so that users will be able to perform their daily tasks in its most efficient way possible. Landsweeper is another tool I were using to manage device as well on the Network, which involves, like EPC, letting us know the user, who sign into the device, and the last time the device was scan on the network.

Responsible for using other software tools to managing tickets here such as ManageEngine SeviceDesk Ticketing System,

Responsible for supporting over 200 end users with their concerns and issues relating to application, and hardware support.

Provides timely desktop support for the entire user community via telephone or remote access.

Knowledge of Windows 7, 10, 11, Office 365, LAN, WAN, and remote access.

Diagnoses and repairs hardware and software malfunctions, user access, configuration, operations, and printing issues.

Creates a positive end-to-end customer experience and provides a single point of contact.

Diagnoses and repairs computer malfunctions, user access, configuration, operations, and printing issues. Implements hardware and software solutions.

Adheres to and supports organizational and departmental standards, policies, and procedures. Maintains and protects confidentiality.

Uses network and system software tools to pinpoint the nature and source of user problems.

Professionally communicates hardware, software, and network malfunctions to the appropriate personnel and maintains an ongoing database of service provided and system, network, and computer malfunctions.

Works with other divisions and departments in a positive manner to resolve user or network issues.

Software that was applicable to my daily operations was Service Now-a tool to manage incidents requests, for the end Users, documentations of end results, that being solutions in SLA requirement timeframe. Using Slack as a network media platform to communicate with other departments to remedy end users and corporate concerns. Using TEAMs to remote into users PC to provide others means of software, monitor their PC, and troubleshoot concerns for the end user.

Responsible for user accounts, unlocking users accounts, adding users to their distribution groups, giving permission to users within their perspective groups within the Active Directory (AD)

Using Any-Connect CiscoVPN software to allow end user to use when they are working from home remotely-and need to gain access to the company servers to perform their tasks.

Responsible for creating an ISO Image by using RUFUS Deploy software images -build of system that is deployed on user’s laptops/desktops for the purpose of gaining access to the overall business tasks

Responsible for using Rapid7 as a security tool for deployment, and as protection measures for business data-at its best. Using Quick Connect as tool to remote in the end user PC/Laptop to troubleshoot as well arising issues. Using RDP as well (Remote Desktop Protocol)

Wipro Group Consultant Omaha NE 04/07/2022- 04/11/2023

Contractor for Kellogg’s

System Engineer

Responsible for supervising the company’s equipment, in-order-to ensure company optimization within its full production capacity, such as devices, printers, monitors, cable wiring, phones, parts of various sorts for optimizations (4+yrs)

Responsible for supporting over 800 end users with their concerns and issues relating to application, and hardware support.

Provides timely desktop support for the entire user community via telephone or remote access.

Knowledge of Windows 10, Office 365, LAN, WAN, and remote access.

Diagnoses and repairs hardware and software malfunctions, user access, configuration, operations, and printing issues.

Creates a positive end-to-end customer experience and provides a single point of contact.

Diagnoses and repairs computer malfunctions, user access, configuration, operations, and printing issues. Implements hardware and software solutions.

Adheres to and supports organizational and departmental standards, policies, and procedures. Maintains and protects confidentiality.

Uses network and system software tools to pinpoint the nature and source of user problems.

Works with other divisions and departments in a positive manner to resolve user or network issues.

Software that was applicable to my daily operations was Service Now-a tool to manage incidents requests, for the end Users, documentations of end results, that being solutions in SLA requirement timeframe. Using teams as a network media platform to communicate with other departments to remedy end users and corporate concerns. Using SCCM (System Center Configuration Management) to remote into users PC to provide others means of software, monitor their PC,

Responsible for user accounts, unlocking users accounts, adding users to their distribution groups, giving permission to users within their perspective groups within the Active Directory (AD)

Using Any-Connect CiscoVPN software to allow end user to use when they are working from home remotely-and need to gain access to the company servers to perform their tasks.

Responsible for Lenovo Cloud Deploy software tool to managed-images -build of systems that are deployed on user’s laptops/desktops for the purpose of gaining access to the overall business tasks

Responsible for using CYBERARK as a security tool for deployment, and as protection measures for business data-at its best. Using Quick Connect as tool to remote in the end user PC/Laptop to troubleshoot as well arising issues.

Aureus Group Consultant Omaha NE 11/29//2021-02/25//2022

Contractor for HDR

Network Administrator I

Responsibilities-document status of completions-circuits of installments so that network tune up can be process with cabling, devices, and all components to ensure data migration and secure delivery of packets from one local to another

Responsible for attending training and weekly meetings to be informed of current changes and full measurements of HDR Project Goals.

Responsible for keeping contact with parties of concerns for the lively hood of the project.

Responsible for configuring wireless access points over the network for multiple locations.

Responsible for configuring circuits for multiple locations-by using a configuration tool call Secure CRT, allows me to provide configuration to many Cisco devices and by using Solarwind -software to allow me to monitor these devices over the network- to ensure that they are performing as it should, to its full capacity. By monitoring response time, packet loss, CPU load, memory used, from the devices on the network. Also, a Scrutinizer.

Devices to that we use to connect to configure multiple devices is called Open-Gear, familiar with the Self-Service Portal Ticketing System, familiar with Any-Connect CiscoVPN software to allow end user to use when they are working from home remotely-and need to gain access to the company servers to perform their tasks.

Responsible for team connection by way of using WebEx-Teams and using Cisco Jabber-Software for voice over IP phone communication

Responsible to monitor access points - by using Cisco 5520 Wireless Controllers for the purpose of configuring Access Points Devices (AP) for network connections for users. It is a web user interface- Familiar with Flex-Connect which is an application that allows centralized data to remain within the local site. Cisco Catalyst Model Switch C9300-48U

Siena Francis House Omaha NE 08/2021-Present

Site Infrastructure Momentum Staff Monitoring

Provides leadership to staff, to effectively accomplish task goals for clients

Responsible for over five hundred (500) clients

Responsible for accuracy data entry, data corrections, data manipulations etc-etc. through the software management tool call Clarity

Responsible for end shift documentation of analytical events

Responsible for providing environmental safety control for all clients

Charles Drew Health Center; Inc. Omaha NE 02/2021-07/2021

I.T Support Technician-Help Desk Support

Provides leadership to staff, to effectively accomplish task goals for an end user

Manage client’s network until all network software applications and devices capabilities was met

Creating users accounts, and providing office application 365 software for the client needs

Help desktop support, Active Directory screening -joining network to the domain –printers, desktops, laptops, scanners, phones, and other means of devices.

Configure devices with their necessary static IP addressing. Provided remote capabilities for the end-users needs, as well as Administrator support- Password updates for users, unlocking user accounts, creating users accounts.

Imaging desktops and laptops

Provided Remote access support

Software –Global VPN Client

Use the software Datto Management tool to monitor and support user desktop and laptop issues

Software helpdesk ticketing system I have used Management-Engine Service-Desk Plus

Responsible for suspicious sender's email address by using Barracuda Cloud Control Anti-virus/Spam, a management for inbound and out mail for the users.

Responsible for using the Asset Management Tool to document and do inventory of devices belonging to the organization for the management of issuing and holding employee accountable for the device as they use them to conduct their daily tasks.

Responsible for using Microsoft Exchange 2016-Mail servers to create mail groups, titles, and professional employee signatures, upon hiring etc. etc.

Leadership of Multiple Projects: Remote/Contract 01/2019- 01/2021

Project Lead For GLOBAL TECH-Transitional Infrastructure Team:

Provides leadership to staff, to effectively accomplish task goals as an end user

Manage client’s network until all network software applications and devices capabilities was met

Creating users accounts, and providing office application 365 software for the client needs

Help desktop support, Active Directory screening -joining network to the domain –printers, desktops, laptops, scanners, phones, and other means of devices.

Configure devices with their necessary static IP addressing. Provided remote capabilities for the end-users needs, as well as Administrator support.

Imaging desktops and laptops

Multi-Connect Network Solutions Georgia 01/2017- 12/2019

Network Admin/ \IT Support / Field Technician

Responsible for sites Network end user capabilities

Responsible for device upgrades, such as routers, switches, cables, monitors, desktops, laptops, printers

Responsible for configuring and the deployment of the devices.

TNI Telecom Remote/Contract 08 /2016- 12/2019

IT Support / Field Technician

Responsibilities:

Responsible for Installing, configuring, maintaining, and troubleshooting medium-sized networks that use Cisco Systems’ switches and routers to protocols that connects to layers of incoming signals from a CSU/DSU and, if necessary, translates Network layer protocols, then directs data to its destination exactly as it does on any WAN/LAN

Responsible for Cloud computing using Windows Azure Platform for powerful Software as a Service (SaaS) 4+yrs.

Responsible for supervising the company’s equipment, in order to ensure company optimization within its full production capacity, such as devices, printers, monitors, cable wiring, phones, parts of various such for optimizations (4+yrs)