Desktop Support Active Directory

EDGAR DEGUZMAN

**** ********** **, *******, ** **531 ******@*****.***

Cell: 925-***-****

SUMMARY OF IT QUALIFICATIONS

• Over 15 years of diverse skill set, from direct and contract IT experience which range from System Administration, Desktop Support, Helpdesk, Network, Field Support of end-user workstations within Windows 10, 7, XP, NT, 2000, Vista, Citrix, Unix, Novell and AS/400. Proficiency on installing, analyzing, configuring, troubleshooting and resolving a variety of software and application support which includes SaaS Office 365, Outlook, GroupWise, imaging, deployment, migrating, upgrading a wide variety of hardware. Includes remote control support and network infrastructure support within heterogeneous TCP/IP LAN/WAN, Wi-Fi network environment, POS systems and peripherals.

• Experience utilizing Active Directory, Mobile Iron, SharePoint, Umbraco CMS and MS Exchange.

• Experience with VPN, SSO, A/V systems, Web certificates, RDP, LogMeIn, TeamViewer, JoinedMe, Heat and Skype.

• Experience with mobile devices which includes Blackberry server, Bitlocker, Blackberry, Palm Treo, Android, Apple iPhone, iPad.

• Umbraco web content editing; MacBook, NCR, IBM POS hardware and peripherals including portable ATM devices.

• Multiple ticketing system experience in Remedy, Heat, Salesforce, Footprints, Kana, Track-IT.

• Familiarity with SCCM, Unix, Linux, Oracle/Citrix based clients, Power Shell, VMWare, Slack, Python, SaaS, MS Team, Service Now. TECHNICAL SKILLS SUMMARY

Hardware: Cisco VOIP 7000/8000 series, Cisco switch/routers/hubs, Catalyst 3650, SD -WAN Cloudgenix, Linksys, Dell, IBM, HP, Netgear, Nortel, HP LH NetServer, PowerEdge, PowerConnect, Blade servers, Pro-Com CD-ROM Tower Server, UPS, Sharp, Epson, Lexmark, HP Laser Jets MFP, Xerox/HP/Canon MFP, barcode readers, Fujitsu scanners, Infocus Mondopad Video Tele-Conference, Cisco Polycom, portable ATM devices, Macbook, iPhone, Android Samsung, Apple iPad, Palm Treo, Blackberry Networking: Ethernet LAN/WAN, TCP/IP, IPX/SPX, Wi-Fi, Windows Server 2012 R2, Active Directory, ARS, VLAN, Token Ring, DHCP, DNS, IMAP, LDAP, POP, SMTP, SSL, DSL, RDP, VoIP, Cisco/Pulse VPN, WEP/WPA, WAP, Citrix, NCR/IBM Point of Sale systems (POS), Cabling, RJ45 termination

Software / WINDOWS 10, 7, XP, 2000, Active Directory, MS Office Suite 365 / 2016, Active Disk, Active Client, MS Outlook 2016, OWA, Bitlocker, Tools: Imprivata and LincPss Single Sign On (SSO), Skype for Business, Umbraco CMS, SharePoint, Pulse, Cisco VPN, Adobe CS, Mobile Salesforce,Active Boot, Visio, AutoCAD, NX Unigraphics, Solidworks, Unix View Now, Oracle, SAP, SQL, Webroot, McAfee, Norton, eTrust, WebEx, NetMeeting, VNC, TeamViewer, LogMeIn, Heat, Remedy, Track-It, Kana, MS Explorer, Mozilla, Opera, Chrome, Safari, Novell GroupWise, UltraBac, ArcServe, Utimaco Safeguard, McAfee /Symantec, Checkpoint, Norton Ghost, Web Jet Admin, LanMaster, Epic, AutoTime, MS Lync

IT CERTIFICATIONS

CIW Javascript Specialist

CIW DB Design Specialist

CIW Web Design Specialist

CompTIA Security +

CompTIA Project +

CompTIA A +

CompTIA Network +

Dell DCSE Desktop

Dell DCSE Portable

Novell CNA 4.11

Novell CNA 3.12

PROFESSIONAL EXPERIENCE

Network Administrator – U.S. Immigration and Custom Enforcement, San Francisco, CA (Inserso) 4/2022 - 1/2023

• Provided 2nd level technical support to remote and for the on-site San Francisco office employees with regards to network infrastructure, application, printer, scanners, laptop issues, USB-C docking, mobile and other peripherals. Utilized Active Directory, created and deprovision user accounts, performed deployment, imaging, workstation setups. Create, resolve or escalate tickets. Utilized Bomgar for remote troubleshooting. Network Technician – Black Box Corp, San Francisco, CA (Nesco Resource) 1/2020 - 10/2021

• San Francisco Bay Area - Servicing Cisco network equipment on LAN/ WAN connectivity troubleshooting at client’s site wiring closet or network room focusing on physical layer 1 which also involves assistance on troubleshooting router, switch, hubs or patch panels, telco router/modems, smart jacks, demarc; responding to SLA level 2 or SLA level 3 incidents.

• Troubleshoot WAPS, wireless iPad connectivity issues for branch users and at bank self-serving Advance Center.

• Assisted in cat6 cable pulls/drops, RJ45 terminations and troubleshooting up to wiring closet.

• Provided Desktop H/W support, LAN/ Internet connectivity, memory upgrades, imaging, workstation setup.

• Cisco VOIP 7000 to 8000 series deployment, connectivity troubleshooting and installation. Edgar Deguzman Page Two

• Troubleshoot connectivity issues at ATM Kiosk, portable payment terminals and debit card readers for Bank of America branches, Kiosk, Self-serving Advance Center and Meryl Lynch office divisions throughout SF Bay Area. Technical CSS – Precision Document Solutions, Concord, CA 2/2019 - 12/2019

• Provided preventative service maintenance and replenishment of consumables for healthcare client with their HP and Xerox network Multi-Function Printers within the John Muir Healthcare facilities, Concord, California location.

• Manage the client's inventory levels at their facilities and page count collection during monthly billing cycle.

• Complete product delivery as service tickets are dispatched and inventory re-stocking on local warehouse inventory. IT Specialist / Help Desk - USDA/ARS, Albany, CA (Panum Group, LLC) 9/2017- 9/2018

• Provided Help Desk / Deskside support utilizing Salesforce ticketing platform to end users for a variety of HW/SW technical issues including network support as well as for enterprise-wide technical end-user support for the USDA / ARS - AFM – WBSC division at the Albany, California location.

• Utilized Active Directory Users and Computers for adding laptops to domain and configure, triage, resolve or update ticket issues on issues such as user account set-up on security, remote access, eAuth login, set/recreate password, group membership, create distribution list, Lincpass SSO issues, elevate privilege, move, unlock, activate or disable user accounts.

• Configure, install, analyze, evaluate, test and resolve a variety of Windows 7 and Windows 10 applications, including migration to Office 365, Pulse remote VPN, web certificate, intranet, internet or network connectivity issues, email, network printing including Dell hardware component issues as well as printer set-up / installation / configuration.

• Provided remote LAN Administrators support with the replacement and maintenance of network communication devices, servers and tape backup units.

• Utilized Mobile Iron for provisioning and to facilitate security settings on iPhone and Android mobile devices.

• Configured laptops for Windows 10 imaging utilizing Active Boot Disk and Active Boot.

• Testing of video tele-conferencing equipment utilizing IP/SIP connectivity such on Infocus Mondopad and with Cisco polycom devices.

• Assisted with GPO updates, security patches and implementation on end user devices.

• Worked on SharePoint and on Umbraco CMS local web site content editing.

• Performed Dept asset inventory support.

Break/Fix Printer Tech - Perfect Output, Livermore, CA (Strategic Staffing) 8/2016 - 11/2016

• Provided on-site break/fix printer support on Xerox printers inside Lawrence Livermore National Lab Facility, Livermore.

• Utilized Footprints ticketing platform for monitoring of managed service provider network printers and ticket resolution on errors, alerts and ink levels.

• Troubleshooting and resolution of error messages including replacement of fusers, transfer rollers, transfer belts, ink cartridges.

• Maintained local asset inventory on consumable.

Desktop Support - UTC Aerospace Systems, Suisun City, CA (CSC/The Computer Merchant) 3/2015 - 2/2016

• Provided IT and System Admin support for over 300 employees at the Suisun City, California location for Windows 7, XP, Dell, HP and Cisco environment which included various HW/SW installation, configuration, resolution and maintenance.

• Utilized RDP for remote troubleshooting, BMC Remedy Help Desk, BMC ARS for Service Request and for various Move/Add/Change.

• Troubleshooting LAN, WAN, VPN and WIFI connectivity issue up to IDF patch/switch; network printer troubleshooting; create shared folders, mapping of drives, web or wireless certificate troubleshooting and HD encryption issues.

• Utilized Active Directory to manage user and computers.

• Performed new desktop and laptop deployment, imaging, reimaging and configuration per corporate standard.

• Performed user data backup, restoration, security patches, migration, network shares and application resolution research.

• Provided support for remote LAN Administrators with local server and switch connectivity issues.

• Installation, configuration and troubleshooting of Citrix and Oracle client software.

• Assisted in the maintenance and checking the health of systems including backups to include restore testing.

• Performed asset inventory and decommissioning utilizing ARS and per SOP.

• Participated in the research, testing and analysis of a legacy system for manufacturing equipment.

• Provided activity report as required.

Edgar Deguzman Page Three

Customer Engineer – NCR, San Francisco Bay Area, CA (Computech Corp) 9/2013 - 1/2014

• Provided Point Of Sale system support, installation, configuration, maintenance and repairs of NCR/IBM, PC, Printers, Self- Checkouts, ATM/MCX Kiosk, Debit Readers and hand-held devices within Windows 7/XP operating system throughout Oakland / East Bay, California.

• Analyze and corrected technical problems on equipment within assigned customer accounts; perform periodic preventive maintenance routines; installs or modifications to equipment including overhauls and maintenance repair; perform required modular swaps and unit replacements as needed.

• Manage customer incidents, parts, inventory, problem identification and escalation. IT Technical Analyst - Sutter Health, Oakland, CA (PCM/Sarcom) 1/2013 - 4/2013

• Provided Desktop support in the rollout, testing and validation of Health care Epic application in Oakland, California.

• Troubleshooted Epic printing, wireless connectivity, barcode readers, Zebra label printers and Fujitsu desktop scanners in a HP, Windows XP and Citrix environment. Install, configure, validated and updated additional software such as Imprivata SSO within hospital environments.

• Assembly and deployment of wireless computer carts and label printers. IT Service Technician - Dignity Health, Stockton, CA (PFITech) 6/2012 - 12/2012

• Provided Desktop support to end-users with Windows XP Operating System and Dell hardware within a hospital environment at the Stockton, California location.

• Supports, installs and maintain workstation desktop and laptops, local area networks, operating systems, software, and related IT sanctioned peripherals, including troubleshooting to cisco hubs, switches.

• Utilized McAfee Endpoint Encryption includes BMC Remedy for ticketing, VPN configuration and some troubleshooting of Citrix client applications.

PC Technician - Advantage Technical Resourcing, San Francisco, CA 5/2011 - 6/2012

• San Francisco Bay Area clients includes: HP, Diebold, Price Waterhouse, Morgan Stanley – Smith Barney.

• Provided various technical support which includes computer and peripheral de-installs, re-installs, testing, verification.

• Configuration on LCD monitors and HP MFP printers for various locations.

• Performed field support for various ATM anti-skimming card reader installs, Windows XP install and configuration. Field Service Technician - Smartech and Associates, San Francisco, CA 11/2010 - 1/2011

• Provided Dell hardware client break/fix and warranty support on various models of Laptops or Desktops which includes all replaceable hardware components around the San Francisco East Bay area. On-Site Administrator - Bayer Pharmaceutical Corporations, Berkeley, CA (Modis) 11/2008 - 6/2009

• Provided for the Berkeley, California facility on-site printer management and administration of over 250 HP Multi- Function Printers on-site and for over 500 employees. Installation and configuration of TCP/IP, SMTP/LDAP, fax configurations, including firmware upgrades.

• Provided first call resolution or investigated problems and maintained replenishment of printer consumables. Utilized Web Jet Admin monitoring for device communication errors, network connectivity issues, paper jams and cartridge levels Desktop Technician - McKesson Corporation, San Francisco, CA (Pomeroy) 4/2008 - 8/2008

• Provided for the San Francisco, California office desktop and via phone support for over 500 end-users on Dell Inspiron and Latitudes notebooks.

• Utilized Remedy and Norton Ghost for batch imaging; pxe boot; workstation configuration; laptop hardware replacement; software conflict troubleshooting and resolution.

• Performed McAfee SafeBoot encryption and Cisco VPN client installation.

• Wi-Fi configuration and troubleshooting; printing and network connectivity issues; network drive and printer mappings. Help Desk Associate II - Bechtel Engineering Corporation, San Francisco, CA (@Tech) 11/2007 - 4/2008

• Provided Desktop and Help Desk phone support for the on-site San Francisco, California location end users which included performing software and hardware installation, troubleshooting, configuration and resolution on Windows XP, MS Office 2007, MS Outlook, Adobe Professional, Citrix applications; network or internet connectivity diagnostics including; driver updates; startup issues; modified builds; service patch updates; performance and software conflict resolution.

• Configured Cisco VPN for remote notebook users and with Utimaco Safeguard hard drive encryption.

• Utilized Active Directory and network backup.

• Performed Ghost imaging; Outlook archiving, Backup tape archiving and asset inventory.

• Troubleshoot Blackberry mobile device sync issues. Edgar Deguzman Page Four

Desktop Support - Elan Pharmaceutical, South San Francisco, CA (Spherion) 10/2007 - 11/2007

• Provided Desktop support for end-users, Norton Ghost imaging, configured notebooks per company builds, utilized sysprep for the South San Francisco, California facility.

Desktop Support - Good Vibration, San Francisco, CA (Manpower) 7/2007 - 7/2007

• Provided Desktop troubleshooting and resolution of workstation including POS terminal issues at various San Francisco, California retail store locations within Windows 2003 server.

• Performed troubleshooting on Apple Macbook connectivity issue troubleshooting up to cisco hubs and routers.

• Utilized Windows RDP to performed remote troubleshooting; configured Outlook client and workstations for network or internet connectivity; resolve Windows XP application error messages. IT Support Analyst - John Muir Health, Walnut Creek, CA (Mindtrust) 3/2007 - 5/2007

• Provided Help Desk phone support for over 1,000 hospital employees, professionals and physicians on Win 2000 platform within the Walnut Creek, California location.

• Managed incoming calls and utilized Remedy Magic for trouble ticket creation and resolution documentation; resolve software and hardware fo end-users including web portals, intranet or internet issues, SSL connectivity issues and general inquiry

Microcomputer Specialist I - City Of Stockton, Stockton, CA (Volt) 8/2005 - 2/2007

• Provided Desktop support and Help Desk utilizing Heat ticketing platform over the phone and remote for over 1,000 city employees operating within Novell Network Operating System, IBM/AS400 and Windows 2000 platform.

• Diagnosed various end-user issues from hardware, software, network printing to internet/intranet connectivity issues including; virus, spyware removals; operating system performance issues and conflicts; workstation set-up; drive and printer mappings; installation, configuration and conflict resolutions for various programs and software such as Unix ViewNow, Omni forms, Adobe Professional and Standards, MS Office 2003, Novell Groupwise,

• Provided support for IBM/AS400 applications, Tiburon, Laserfische, Diskeeper and LanMaster.

• Troubleshoot mobile devices such as Blackberries, Palm Treo issues.

• Performed software testing and evaluation, workstation set-up, data recovery and knowledge base contribution. Help Desk Analyst - California State Automobile Association of America, Union City, CA (Comsys) 2/2005 - 7/2005

• Provided call center first tier Help Desk phone support on application, remote users, online customer issues and various end-user hardware and software issues for over 500 CSAA employees utilizing web-based Track-IT for ticket creation and resolution at the Union City, California location. Customer Service – Shutterfly, Hayward, CA (National Engineering) 10/2004 - 2/2005

• Provided customer support via phone and email regarding issues with log in, online navigation, orders using Kana at the Hayward, California location.

Prior Work Experience - San Francisco Bay Area

Desktop Support / Help Desk Support

All Star Telecom, State Bar of San Francisco, EDP Contract Services (w/Compaq/Digital), NUMMI, DG Systems Desktop and Help Desk phone support which includes utilizing Active Directory for user management. Performed network backups utilizing Arc Serve and Ultrabac. Assisted in the PC upgrade, deployment, Y2K, PC rollouts and migration; Contract with EDP/Compaq/Digital which includes PC rollouts and deployment for PG&E, State Farm clients; Installed, supported, configured and troubleshoot Outlook Express, MS Office 97, 2000, SAP and IBM AS/400 client applications. Created user account on MS Exchange with diagnosing and resolution on end-user issues on Windows NT and Networking issues; utilized Norton Ghost for building master images including batch files editing. Troubleshoot TCP/IP and Novell IPX/SPX protocols; assisted on resolving remote Nortel connectivity issues on VPN, DSL, PPP; and monitored LH NetServer, Pro-Com CD-ROM Tower Server, Cisco Router, Cisco hubs and gateway; maintenance on Novell and WANG System. Utilized, installed and configured AutoCAD and ink plotters.

EDUCATION AND TRAINING

A.S. Degree - Masters Institute, San Jose, CA – System Administration/Database Management Program (118 Units) Courses include: SCO Unix, Novell, Access Database Western Governors University, Salt Lake City, UT – Information Technology major

(completion of 70 Units towards B.S. Degree) 2011-2016 LearnIT, San Francisco, CA 2009-2010; CompTIA Network+, Cisco CCNA

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