Technical Support Help Desk

Christopher R. DesJardins

Garland, Texas *****

*****.****@*****.***

972-***-****

Education:

B.S., Data Processing, Minor: Electronics Technology; Northern Michigan University, 1980

Google Technical Support Fundementals Certified, Cisco CCNA class 1 of 4 at Richland College.

Hardware:

Dell, HP, Lenovo Laptops & Desktops. HP & Wyse Thin Clients, Mac’s. Cisco & HP Routers and Switches, various Hubs. APC, Eaton & CyberPower uninterruptable Power Supplies & PDU’s. KVM’s; SMART & Epson Whiteboards, Samsung 75” Touchscreen TV/Displays. Honeywell VM3 Forklift Computers. Ricoh Printers. Teguar Waterproof Computers.

Software:

MS Office 95-2016/365, MS Exchange, Lync/Skype/Teams, Lotus Notes, Citrix Win Frame/Xen. TCP/IP, DNS,

DHCP, VPN, SSH, LDAP, Ethernet. McAfee. Cisco Works/Meeting Place. Rumba, Radius Citrix, iSeries AS400.

Remote Access Software: MS RDC, Bomgar, Dameware, LogMeIn, TeamViewer and Skype for Business.

OS:

DOS, Windows XP-11, MS Server 2012, Apple IOS, Cisco IOS, Linux: Ubuntu/Zorin/Mint.

Ticketing Systems: Heat, Remedy, HP Service Manager (Snow), Google’s Mojo Help Desk, Kace.

Job Titles:

PC/LAN/HW Technician, Travel Field Engineer, Computer Consultant, IT Manager. IMAC – Installs, Moves, Adds, Changes. Tech Support: Deskside/Phone/Remote.

Experience:

Field Nation/Pivital/Stefanini Kraft Heinz Garland Plant (10-28-22 – 3/29/2024) Reorganized entire IT Office. Audited Laptops & Desktops in the IT Office and created spreadsheets to better track them. Fixed numerous Forklift VM3 Computers by enabling Wifi and ensuring the Sleep mode is turned off the LAN and Wifi Adapters. Worked with HQ who remoted into the VM3’s and updated Radio drivers and determined which needed to be shipped back to the Depot to have them ReImaged. Configured new Laptops being rolled out to Users and remoted to their old Laptops and ran a script to backup and remoted into the new Z-Book Laptop to do the Restore. Used my Admin Rights to install Apps for Users via Software Center or Company Portal, Update Bios and Drivers via HPIA to fix (audio and SCCM) problems. Created a Legacy Bootup USB for Shared Desktop’s and MDM for Dedicated Laptops. Purged Profiles older then 6 months of non-use, in order to free up space on Multiuser Desktops. Collaborated with Network, Printer and SAP Dept's in order to provision and configure a Honeywell PX6si and PX65 Label Printer for use with SAP.

Field Nation/Ammacore/Home Depot (10-21-22) IT Contractor. Used scissor lift to gain access to the Wireless Access Point in the Front of the Building. Aruba fully enclosed weather proof AP. Had to use 5 inch toggle bolts to secure it to the beam the previous lag screws had failed.

Field Nation/Toyota Connected (R&D/Lexus) (9-19-22 – 10-24-22) Desktop Technician. Performed cable management on 150 cubicals allowing the Riser Desks to work properly. Imaged numerous Macintosh Laptops with Monterey OS. Wiped 150 old Ipads and Iphones of various years and models and prepared them for disposal.

Field Nation/APX Dallas Data Center at Informart (9-15-22) Jumped thru all the hoops to gain access to this Companies Cage, inside the Data Center (such as: your name MUST match what’s on your Drivers License!) Found both Routers that were shipped to the site. Connected router via my personal Laptop with Console Cable. Successfully swapped one of them. Second router was failing due to not having the proper license by the Remote Engineers. Had to set it aside for the follow up Technician.

AXApro/Stefanini/Honda Financial (03-11-22 – 7-1-22) IT Support Technician. Imaged new Dell Laptops. Used NA IMAC to search for PC’s on the Lan, their warrantee status and used PC Refresh Clone to “pick up” additional Apps over and above what is on the standard Image for that particular user (SCCM would push those apps to the local PC). Used USMT to migrate Profiles to new PC and One Drive for backup of My Documents, Desktop and Pictures. Configured RSA Tokens and integrated into Cisco Anyconnect. Used BitLocker Recovery to unencrypt Hdd so I could put them in another Identical Laptop. Utilized Teams for Tech Chat collaboration. Uses Zebra G3 Scanners for capturing Serial Numbers directly into ITSM. Supported/Troubleshot issues for over 800 Users.

Vortalsoft/DecisionOne/HCL/Blue Cross Blue Shield (08-02-21 – 11-15-22) Desktop Technician. Preparing cubicals for HCSC – Health Care Services Corporation Employees returning back to work at their Texas Headquarters in Richardson, TX. Removed Lenovo & HP Monitors and replacing them with 2 Dell monitors for Desktop users and 1 LCD for Laptop users. PXE imaged 23 computers at once in one of the Training Rooms.

HMS Holdings/Deloitte HCL/Vdart (05-11-20 – 9-4-20) Laptop Migration (L2) worked on site in Las Colinas. Imaged Dell 5400 & XPS Laptops via PXE boot then Profiled each Computer by configuring McAfee EPO (ePolicy Orchestrator) and encrypting the PC’s hard drive. Added Users ID to Remote Desktop Users Group. Used Cisco Anyconnect for Windows password pass through. Used Cisco WebEx Teams, Microsoft Teams, Cisco Jabber for VOIP and Cisco Finesse for Call Management. IDM for End User verification, LAPS UI for Admin Access to be able to perform password resets via Active Directory. Druva InSync for local hdd backup and recovery, Zscaler for additional security.

HMS Holdings/Deloitte/HCL/Vdart (03-25-20 – 04-03-20) Data & PC Migration (L3) Work from Home. Two conference calls per day, planning the Migration. Project postponed due to the Shelter in Place ordinance in Dallas County.

Service King – Genuent (01-22-20 – 02-28-20) IT Support Technician. Used Active Directory to reset passwords, add O365 licences, add/remove Users to Group memberships. Mapped network drives, printers & scanners, setup users in eFax, ran powershell script to fix drive mappings in CCCone. Migrated users from Skype for Business to Microsoft’s TEAMs. ADP, Outlook, Dell and DrewTech Tablets, Mitchell/Ultramate, PartsTrader, Wells Fargo. KACE ticketing system. Used Teams Chat.

7Next R&D Division of 7/11 Corp. (08-19-19 – 11-04-19) Assembled hardware for Cashierless Store.

Helped to build 3 variations of the weight sensor boards for the shelves. Built ~40 custom i9 PC’s.

Installed Ubuntu 18.04 on the Linux PC’s. On the Windows 10 Camera PC’s, installed Nvidia Titan

GPU’s, StarTech 4 port USB cards allowing for up to 8 camera’s. Created the Service: Prometheus

(for App monitoring and Alerting), to run on all PC’s. Cloned PC’s using Mini Tool Partition Wizard.

Built two 9 foot and four 6 foot Server Racks and installed PC’s, CyberPower Systems UPS (Battery

module, Controller and Step down Transformer (PDU). Ran an extension cable from UPS PDU to a

remote 6 foot Server rack to power a switch, Flip Disk display Controller and the Store’s 2 Digital

Display panel controllers. Used Slack for messaging.

CWG – Communication Wireless Group (09-26-18 – 08-16-19) IT Manager at their new DFW airport location. Pulled 139 Cat 6 cables in the Warehouse using a Scissor lift. Rewired the front offices. Installed ladder tray, Patch Panel (Wiring)/Camera and Server racks, three 48 port patch panels, daisy chained 4 NetGear 48 port PoE Switches. Installed Ubiquiti Wireless Access points and helped install EagleEye Networks Security Cameras & DVR system. Installed and configured ADP InTouch 9100 TimeClock, RING Video Doorbell, iOS 3uTools, Cellscripter, Future Dial, CWG Warehouse Management System (inventory System for Cellphones) and SCAS - Smart Charging Analytical Solution. Installed and configured: Dell Optiplex PC’s, HP 250 G6 Laptops, Brother Multifunction Laser Printers, Zebra LS2208 hand held scanners and Zebra GK420d Label Printers.

AbbTech/Dell/Agile/Tinker AFB (02-12-18 – 03-04-18) Temporary assignment deploying Windows 10 PC’s at this Air Force Base. Imaged new HP Laptops and Dell Desktops with Windows 10. Installed at correct location and ensured User could login, obtain new IP & access Domain Server. Office and Manufacturing environments. Remote work at Midway City, OK., returned home each weekend.

Vistra Energy/HCL/XpertVantage (8-22-17 – 11-8-17) Technology Support. Irving, Tx.

Contract assignment to respond to incoming phone calls in order to drive down the number of pending Support Tickets in Service Now. New Help Desk to support Vistra’s internal employee’s at their Mines, Electrical Generating Plants (including Comanche Peak Nuclear Power Plant), Corporate Offices as well as Customer Support Agents in Guatemala, Ecuador and Arise (Miami and thoughout the US). Used AD to reset Network Passwords and on the Citrix Domain. Remoted to users PC via RDC, Bomgar and Skype for Business. Reset passwords via Live Link, SAP 730, VPN (Arcot 2 Factor Authentication via CA Desktop OTP client) Cisco AnyConnect. Repair Office 365 & guide users to configuring Outlook Web Access. Verint & Softphones.

HCL (11-8-16 – 8-1-17) Desktop (phone) Support Anaylst. Frisco, Tx.

Full time direct position with HCL supporting (answering incoming corporate phone calls) to the Dean Foods Service Desk. Service Now (SNOW) ticketing system, IBM Tivoli Identiy Manager and Talisma for chat sessions, remote connectivity using Team Viewer or SCCM. Cisco AnyConnect VPN, Network password resets & unlock using Active Directory (AD) or ITIL. IBM iSeries AS400 password resets & printer support for DMS, SDW, Kronos, Serti. Supported MS Office 2013 – 365 issues. Handhelds/Tcom issues. Tableau, Cisco Meeting Place, Cetova, JDE, Citrix, Prodagio, iPhones.

Experis (subsidiary of ManPower 3-1-16 – 9-1-16) Level II Onsite Technician. Dallas & Ft. Worth, Tx.

Contracted out to Global Assets, a School System IT Service Company and working at their Client, TexansCan Academy. Supported 2 schools in Dallas and 2 in Fort Worth. Reimaged PC’s, Laptops and Tablets using SCCM via PXE boot. Trouble shot SMART and EPSON White Boards and their dedicated Computers. Configured Dell and Epson DLP (Projectors) and ELMO single sheet readers. Installed Eduphoria, Konica and Canon Printer/Scanner/Copiers, Dual Monitors and Docking Stations. Installed, reimaging and trouble shot Wyse Thin clients and Dell/Wyse WE (Windows Enabled) clients; to Citrix Servers. Helped migrate Thin Clients to Microsoft RDP – Remote Desktop Client. Configured and troubleshot, Epson Web Camera’s, Badge Makers and Check Scanners. Replaced Dell Hard Drives, Laptop Keyboards and LCD screens. Lots of mapping classroom wall ports to the Server Room Patch Panel and then connected them to a Switch.

Samsung USA (11-9-15 – 1-08-16) Onsite Domain & Email Migration Technician. Richardson, Tx.

Samsung is consolidating their Mobile Division (STA) and merging it into the Electronic Division (SEA).

Dell migrated the individual STA users to the SEA Domain at the Server Level. My job was to ensure that, at the Client level, all 2,000 of the Laptops did automatically migrate to the new Domain. If the Windows 7 Profile broke, copied the old Profile to the new Profile and then manually join it to the new Domain. We utilized a tool (ODME Quest Migration Mgr. CPUU) which was supposed to automatically migrate the Email account(s) to the new Domain. If that process failed for any reason, then we had to do it manually, using the Control Panel’s Mail as well as Changing/Adding email Accounts within Outlook.

Ebay-Paypal/CSC/TCML (4-19-15 to 7-02-15) Onsite Domain & eMail Migration Tech. San Jose, Ca.

Helped to separate the Paypal employees from the Ebay Domain and migrate them over to a newly created Paypal Domain. Dell’s Quest utility was used to push the migration scripts on the PC side, then Dell was replaced and Ebay’s Network Engineers used SCCM instead on the PC side and Casper on the Mac side. Worked closely with the entire Ebay & Paypal Support Teams (Network, Desktop and Imaging). Worked at: the South eBay Campus; North Paypal Campus; Paypals Chandler, Az & Austin, Tx sites; to trouble shoot and resolve Migration problems. Performed quite a few Linux commands on the Mac’s (sudu jamf policy similar to GPupdate /force on PC’s), sudu repairpermissions, sudu jamf checkjssconnection. Mapped network Drives & Printers. Most old Laptops and Desktops were running Windows 7. Also at Chandler, Az. & Austin, Tx.

CompuCom (7-1-14 – 10-17-14) LPL Financial eMail migration project (13,000 clients). Dallas, Tx.

Used “WhoIs” to find the Office/Branch’s Email Domain Registrar and then “MX Tool” to find out who is currently hosting their Email, MX & SPF Records (and White list/Black list). Logged into Registrar (Network Solutions; GoDaddy; AIT; etc.) and reduced the MX TTL to 15 minutes, prior to the eMail migration day (for testing purposes, and if the MX Records weren’t “locked down” by the Email Host Company such as Smarsh, Erado or Live Office). Prepared Office’s, to move their eMail (hosted by a 2nd party’s POP/Exchange Servers) and transferring the hosting to LPL Corporate’s new 2013 Exchange Servers (via the change of their MX Record). Gathered data to prepare for the transfer of: the Office’s eMail Journaling/Archiving, Encryption, Social Media Filtering functions, to be transferred from Erado, Smarsh or Symantec/Live Office, over to LPL’s Corporate Exchange 2013 Servers. Client Laptops and Desktops were all running Windows 7.

AIG/Dell/Apolant (6/3/13 – 2/19/14) American International Group, Help Desk Tech. Roanoke, Tx.

Answered incoming IT phone call questions from AIG Employee’s & Contractors. Used Service-Now to create Tickets, Total View WorkForce Management for phone tracking statistics. Spark and MS Lync for group Chat sessions. Used AD-Active Directory to unlocked accounts and reset passwords. iNovell for Outlook OWA password resets and to reset Website access (HR) passwords. Rumba to reset Mainframe passwords and Radius to reset App passwords. Bomgar to remotely access users PC’s. Troubleshot connectivity issues: SafeBoot-McAfee Endpoint RSA encryption on Laptops\iPads\Blackberry’s Token & Pin issues. RAS-Remote Access connectivity via MobileCon/LEAP for WiFi access or Juniper/Neoteris. Citrix & ZenDesktop running from Wyse Thin Clients. Client Laptops and Desktops were all running Windows 7.

Erikson/HP/Kforce (5/11/13 – 7/6/13) - Onsite Field Engineer. Richardson, Tx.

Decommissioned and removed 12 HP E5406 Switches, 144 ports (6 blade modules x 24 ports) from the former Nortel facility on Telecom Corridor (now being leased by State Farm). Audited and removed a plethora of HP Network printers and Plotters. Last weekend I worked was a rush to completely vacate the h/w in the building to prepare for State Farm to move in (temporarily).

BrookSource (4/15/13 – 4/18/13) Equinox Fitness in Highland Park. PC Specialist. Dallas, Tx.

Replaced 18 old Windows XP PC’s with new ones with Windows 7 on them. From old PC’s, removed Computer names from the Domain. Bootup new PC’s: create new PC names & add them to the Domain. Configured Eclub. Installed & configured Honeywell Orbit MS7580 Barcode Scanners, Logitech QuickCam Web Camera’s and Verifone Point of Sale (POS) credit card systems. Mapped Network Printers & Shares.

Tek Systems (1/31/13 – 2/5/13) Wells Fargo Advisors. Sherman, Tx.

Dell’s Windows 7 Migration Project - Field Engineer

Backed up old PC’s & Laptops. Replaced legacy PC’s and installed new custom WFA pre-imaged Win7 Hdd’s in the more modern PC’s and all Laptops. Restored old PC’s Data. Mapped network drives & printers. Installed

custom h/w (personal printers & check readers); s/w ACT 12 and verified IE Favorites and Outlook 2010 Email cache & Lync. Configured CheckPoint PointSec encription, WinTV & Smart Station.

Tek Systems (10/24/2012 – 10/26/2012) Enterprise National Fleet Services. Love Field, Tx.

Windows 7 Deployment / Desktop PC Tech Level 2.

Ensured old workstations were backed up. Replaced and installed new Dell and HP Desktops and Laptops. If new PC’s were unable to reach local server for reimaging, booted from CD-Rom & reimaged. Mapped each person to their own Share on the local Server which contained their backed up Data. Installed Printer Drivers and mapped to appropriate Network Printers. Was asked to return to ensure no problems the next day.

AeroTek (9/2012 – 10/2012) SouthWest Credit Systems. Plano, TX.

Desktop Support - PC/Network Technician

Collection Agency with 200 people on the floor utilizing Latitude software package. Rolled out Wyse Thin Client’s to the floor. Installed Win7 & Office 2010 on their zero foot print Acer PC’s with dual monitors for their backoffice team. Created badges via a Fargo’s Persona C30e Badge Maker System. Mapped a new Printer. Fixed a bad RJ45 wall jack and identified all bad Voice Jacks on the floor (unconnected on the Wiring Racks).

Ebay\CSC\Volt (1/2012 – 5/2012) Network System Administrator. Carrollton, Tx.

Supported the eBay Account at CSC in Dallas-near DFW. Used AD -Active Directory to unlock user accounts, reset passwords, change names and create new user accounts. Used EMC – Microsoft’s Exchange Management Console to create email accounts, Alias’, Distribution List’s, Groups and Contact Cards (for external Email addresses) in Outlook 2007/2010. Was hired to migrated Users from eBay acquired Companies (Sport Unit) onto eBay’s Domain. Debugged eBay messaging issues. User on Mac’s & Windows XP/7 PC’s. Used Remedy, Bomgar, Citrix Xen and Microsoft Remote.

Cigna/CompuCom (9/2011 – 11/2011) Desktop/Lan & Phone (punch panel) Support. Denison, Tx.

3 month Contract to Cigna’s call center in Denison, Tx. Used HPSM (Service Manager) for Ticket Management. Used 802.x to create WorkStation Certificates to authenticate the PC onto the Network (HIPAA). Used Peregrine (now part of HP’s Service Management). Used MARIMBA to Rebuild/Image/Clone PC’s. Used Microsoft’s ACTIVE DIRECTORY (AD) to Add/Remove Software applications (via Marimba Tuner) thereby managing what applications are allowed to run on each PC. Basically, a huge Call Center environment (1,000 workstations, many with dual Monitors).

Hilton/Von Technologies (2/2011 – 6/2011) Field Engineer. Central Texas.

Contracted to AT&T Wi-Fi Services for the Hilton Hotels wireless upgrade project. Uninstalled the green Nomadix Wireless box from the Server rack and replaced it with an ATT NMD (proprietary Network Management Device). Cabled up the Serial connection on the back to the rack mounted DigiBox. Often had to TELNET in (or use PUTTY) to access the NMD’s internal configuration to modify the port settings. Heavy consultation/coordination with AT&T’s ITAC/AWS group.

PepsiCo PBSG/Frito Lay (6/2008 – 11/2008) Implementation Specialist. Nationwide.

Contractor to PBSG FFG GTA Field Server Room Stability Team. Installed new Cisco 3560-48 Switches by Daisy Chaining them via Fiber. Brought down DC’s (Distribution Centers) Rack Mounted Servers. Totally removed all Servers & old APC 3000 UPS (2) from the Rack. Installed a remotely manageable EATON Powerware 9140 3 phase UPS in the bottom of the rack along with 12 hot swappable Battery packs. Connected the Eaton 9125 PPDM Power Stepdown to the UPS but installed it into the Wiring Rack as well as the new Print Server (PSA). Attached 2 ePDU’s to the back of the Server Rack and connected them to the UPS. Reracked the Servers with Cable Management arms in a new order and connected each to the KVM. Brought up NAS Servers, Disk Arrays, Unix Servers, new Dell 2950 PPS (OS/2 VPC Lnode), PIC, ICS and WIS. Removed old Tcom. Helped trouble shoot numerous Unix issues, PIC & ICS connectivity problems, WIS problem due to Wiring Contractor plugging in Lan Cables from Cisco Power Injectors into wrong jacks for Warehouse Wireless Access Points. In spite, I learned how to rewire the entire Wiring Rack myself! Worked at DC’s in FL, AL, CA, NC, KY, MD and a 2 tours of Baton Rouge (plus LaCombe & New Orleans) to help in bringing back up the DC’s Computer System’s after the Gustov Hurricane. Used CiscoWorks (User Tracking Utility) for polling the Switches. Used Peregrine for Ticketing, Telnet, Dameware and Putty. Intermec HH3 and Symbol HH4.

Contact this candidate