Call Center Help Desk

ALAN SCHUBERTH JR

Manchester, CT

860-***-**** ************@*****.***

SUMMARY:

An accomplished Senior Desktop and Help Desk professional with over 20 year’s experience in Computer Operations, Technical and Call Center support. Extensive and progressive computer/network operations experience in medium and large global data centers, with mixed computing environments including Windows 7, Windows 8, Windows 10, Windows 11, Office 365, SCCM, Azure AD and interconnected mainframe. Innovative Call Center and Desktop support to thousands of users worldwide, earning a solid reputation for productivity, complex problem resolution and professionalism. Excellent communication and diagnostic skills consistently solved problems and rarely escalates issues. Superior Customer Service is Alan’s primary goal,

TECHNOLOGIES:

Windows 7, Windows 8, Windows 10, Windows 11 Support Ghost Acronis VDI Support Citrix Support iPhone Support Android Support MS Office 365 support VPN/Secure ID support McAfee e-Policy Orchestrator – e-PO SCCM 2012 Azure AD MS Teams Web Ex Zoom Symantec Antivirus Corporate editions FTP/NDM Cabling Remedy Footprints DELL Hewlett Packard ACER SONY LENOVO Networking Ring Central OneDrive support Microsoft Intune Microsoft Teams Microsoft Exchange Microsoft Authenticator support Connectwise Manage ServiceNow Incident Management

PROFESSIONAL EXPERIENCE:

ENTERPRISE INTEGRATION (EI), Jacksonville, FL March 2024 to September 2024

Security Accounts Control (SAC) Remote

Worked on 1st, 2nd level SAC Service Desk tickets providing remote support for all EI external customers, as well as On-Boarding new hire accounts and Off-Boarding accounts for all external customers of EI who use the SAC Service Desk

Created new onboarding accounts in Hybrid Entra-ID Cloud environments, Full Entra ID cloud environments. Microsoft Authenticator (MFA) support

O365 Admin Portal licensing for all new accounts at each customer O365 Portals

Teams support as well as setting up MS Teams phones in Teams Admin portal

Creating O365 Mail accounts in Hybrid Entra-ID Cloud environments, Full Entra ID environments using Exchange Admin Portal

Microsoft Intune support, using Intune Admin Portal to image new computers or fix damaged OS on computers at customer locations with no internal IT, using Auto Pilot reset or other Intune options

Worked with Connectwise for ticketing system, payroll, and for remote control of all EI clients computers using Connectwise automate client

SOP document creation, and editing of current SOP if new or updated procedures where implemented at customers sites

LOUREIRO ENGINEERING INC, Plainville, CT September 2023 to December 2023

IT Specialist

Worked on 1st, 2nd and 3rd level Help Desk tickets providing support for all of Loureiro’s internal employee’s and support of six field offices

Remote worker support

Duo Mobile two factor authentication administration

Worked on all new employee accounts and decommissioning of employees leaving the company in a Hybrid O365 Cloud environment

Installed all new computer equipment for new employee’s and existing employees

Worked on Power BI projects in support of the accounting department

Worked with Loureiro’s MSP CTComp to facilitate new documentation and support models

Created Windows 11 Pro images using Acronis for new PC rollouts

Worked on project to streamline ordering of new computer equipment and testing of all new computer equipment

Alan Schuberth Jr 860-***-**** Page 1 of 5

ON-LINE-SYSTEMS, Farmington, CT June 2020 to June 2023

Help Desk Analyst 2 – ContaCT Application Help Desk

Onsite Connecticut Department of Public Health, Hartford, CT

I assisted new ContaCT users to onboard to the ContaCT, Ring Central and SharePoint applications via invitation to Office 365 (Microsoft Azure) and Ring Central Admin Portal

Assist users in creating Office 365 (Microsoft Azure), Ring Central, SharePoint and Multifactor Authentication (MFA) accounts. Via phone, email, or MS Teams session

Troubleshoot network, internet, and router connection issues to help users with connectivity to the ContaCT application (Microsoft Dynamics internet application)

Create new documentation in the setup of the Office 365 (Microsoft Azure) Cloud accounts, Ring Central accounts, One Drive and SharePoint documentation. As well as other setup documentation for user self-service documents

Responds to user issues using the DPH ContaCT Help Desk System. This is for all ContaCT, Ring Central, Mobile Phones (MFA) IPhone, Android, SharePoint, Office 365, and MS Teams access issues. Responds to all incidents via phone, email, or MS Teams session.

ON-LINE-SYSTEMS, Farmington, CT August 2017 to March 2020

Help Desk Analyst Level 3

Onsite Connecticut Department of Children and Families, Hartford, CT

Responded to all calls, email, and personnel requests for technical support; tracked status of all problems and monitored open problems to full resolution.

Provided Desktop support as needed to resolve more complex problems.

Imaged all new PCs, Laptop and Tablets with Windows 10 enterprise, Bit-locker, and McAfee Antivirus

Deployed all new PCs, Laptop and Tablets

Migrated existing users’ hardware from Windows 7 pro to Windows 10 Enterprise on all PCs, Laptop and Tablets

Decommission of all older computer assets

Migrated all users to Microsoft O365, and setup two factor authentication.

iPhone support and setup

VDI Thin Client rollout and support to Windows 10 Platform

Installed new 24 Inch Dual Monitors for users with Laptop’s and PC’s at DCF Central office.

Put in requests and setup ODA VPN tokens for all new and existing users.

Ran training sessions as needed to assist users with new technology.

Worked with the DCF Training Academy to develop courses in new Technology.

Infrastructure monitoring with Orion Network Monitoring program

Monitored Help Desk queue and assigned incidents to appropriate IT groups.

Azure AD for creation of new AD accounts, Groups assignments, new Workstations etc.

Created new user AD accounts, then sent information to HR and new hires Manager.

Assigned AD permissions per incident requests.

Assisted new hires in getting setup and fully operational.

MS Teams Support

Zoom Support

WebEx support

SCCM 2012 for deployment of applications and Windows updates for Windows 10

Installed all supported and unsupported software via incident requests.

Supported DCF commissioner’s executive staff and rolled out all new equipment for executive staff. PC’s, Tablets, and iPhones

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NTTSECURITY, Bloomfield, CT 2015-2017

Global Service Desk Engineer

Worked in the Global Service Desk providing all desktop support for the US, UK, Germany, Hong Kong, Singapore, and Japan

I created all new starters AD accounts and Outlook accounts. I also assigned all permissions to new employee’s AD and Outlook accounts as well as AD administration of current employee’s accounts. I was also responsible for procurement of all new computer equipment for new hires and refresh of existing computer equipment of current employees.

Home workers remote support

I worked all Service Desk incidents which came in through the Matrix42 Help Desk software. As well as all requests for new hardware and software pushes with the Matrix42 software.

I performed Droid and Apple I-Phone support.

Project work, assisted in the O365 migration, as well as Windows 10 migration of all US, Singapore, and Hong Kong Laptops, as well as transfers to other NTT-Security divisions.

Security, I created all new security badges for entry to the Bloomfield CT office.

Virus Remediation using Sophos anti-virus software.

Shipped all new equipment and handled the return of all leaver’s equipment back to Bloomfield.

Support of the Server Room in the Bloomfield office with Server Support Engineers

Asset management

Shipping of all computer equipment using vendor Fed Ex

BOBS DISCOUNT FURNITURE, Manchester, CT 2012-2015

Helpdesk\Desktop Support Technician Level 3

Worked providing level 2 and 3 support for the Bobs Helpdesk with an emphasis on Customer Support and Desktop support for 400 Desktop and Laptop computers as well as 800 Wyse Devices running Citrix at 50 Bob’s retail stores.

Windows Active Directory account administration, Citrix account administration and SAP account administration

Project Lead Technician to upgrade 400 Desktop and Laptop computers as well as all software to Windows 7 Professional, using Acronis Imaging software, the project was completed two months ahead of schedule.

Droid and Apple I-Phone support

Project Lead Technician to upgrade all existing Wyse Thin Clients for all Bobs 50 retail stores

Executive Desktop Support for all Bobs Executives equipment

Cisco VPN remote support

Virus Remediation and rebuild for all PCs and Laptops

Image Technician for all new Desktop and Laptop deployments

Image Technician for new Wyse Device deployments

Asset management

TRI-COM CONSULTING GROUP, Middletown, CT 2009-2012

Advanced Desktop Support Technician

Onsite Pfizer, Groton, CT

Working providing Advanced Support for Pfizer Managed Benchtops and Desktops, for Pfizer Site Services Groups

Worked all Help Desk Incidents that came to the queue that my group supported.

Worked on a variety of special projects for different Pfizer groups including, Pharm-Sci and PGRD which included, documenting scientific instruments, and setting up folder structures for the data produced by the scientific instruments to new backup software when implemented, will streamline all data backups to a central location (Data Base). As well as a project to eliminate all Windows 2000 PCs from the Pfizer Groton and New London Campuses

Executive Desktop support of Pfizer PGRD Executive Managers

Worked testing applications for Pfizer PCode updates (50 programs) to verify that they will work in the Pfizer environment as well as documenting support groups who are responsible for the application.

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INGENIX, Rocky Hill, CT 2008-2009

Technical Deployment Specialist

Worked with Project Managers to facilitate the successful installation of INGENIX software WinStrat, WebStrat, and EasyGroup to INGENIX clients with the Installation of the software to Servers, Workstations, and Virtual PCs with remote tool WebEx, or at client site.

Involved with troubleshooting and resolving all problems related to installation of INGENIX products to client’s satisfaction and to projects end.

Documented any Issues that came up during the software deployment and the issue resolution to the internal Client Services Team

Worked on creating and editing new software deployment manuals and guides for future deployments of INGENIX software, these were issues solved by Technical Deployment Group

Increased customer satisfaction by implementing new and better installation procedures for post and pre-Go live technical Implementations.

Assigned Incident Tickets from Client Services (Help Desk) queue and worked Incidents that were assigned to me, to their resolution.

Assisted Client Services team with helping to identify problems with processes to better help.

Our customers identify and repair their problems.

Documented in Incident Ticket all steps that were taken to resolve issue in the Onyx system.

Closed Incident Ticket in the Onyx system.

COMPUTER SCIENCES CORPORATION, Wethersfield, CT 2002-2008

Tech Level V

Provided Level 3 Desktop support for all Software and Hardware tickets.

Closed and tracked Help Desk tickets with Remedy Helpdesk software.

Responsible for keeping track of all inventories of computer equipment in building.

Responsible for ordering any new equipment customers needed for business use.

Provided excellent customer service to all users in facility.

Built Ghost images of Windows 2000 and XP Professional for deployments on new IBM Think Pads and IBM Net Vista PCs and Laptops

Selected for project team lead for deployment of 100 new IBM PC and 10 Think Pad Laptops

Deployed 100 new IBM PCs and 10 Think Pad Laptops

Deployed new Computer Associates E-Trust Antivirus software to 350 users.

Deployed Lotus Notes 6.5.2 to 350 users

Administration for User accounts and Groups on Novell 5x Servers

Administration of User accounts and Groups on Windows NT 4 and Windows 2000 Servers

Migrated 350 Windows 2000 and XP Professional clients from three Domains to one

EDUCATION

PORTER AND CHESTER INSTITUTE, Wethersfield, CT

Awarded Diploma in Computer/Electronics

PROFESSIONAL DEVELOPMENT AND CERTIFICATIONS

Novell Netware 5.0 (CNA), Microsoft Certified Professional (MCP) and Dell Certified Technician. Microsoft Server, Novell Server Administration, Networks, PC Hardware, Software and Project Management

Alan Schuberth Jr 860-***-**** Page 4 of 5

TECHNICAL ADDENDUM

OS/Environments:

Windows NT 4, Windows 9x, Windows 2000, Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10, Windows 11, Windows server 4.0, 2000, 2003 Active Directory Administration, Novell Netware 3x, 4x, 5x, NDS and Netware Administration

Networking:

LAN: Ethernet, Token Ring, Remote Access, Frame Relay; WAN terminal services, modems CSU/DSU, routers, switches FT1/T1s, Protocols: TCP/IP, SNA, and BNA II, IPX/SPX, NetBIOS, AppleTalk and OSI

Hardware:

IBM PC and compatibles, Laptop, PC, Workstations, HP and DELL Servers, HP printers, Scanners, NIC, Motherboard and peripherals, Black Berry. DELL, HP, E-Machines, GATEWAY, ACER, SONY

Software:

Norton Antivirus Corporate and Home Editions, MS Office Suite 9x-200x, O365, Microsoft Project, WinZip, Disk Keeper Light, Ghost all versions, Symantec PC Anywhere, MS SMS 2.0 Lotus Notes 4 and R5, R6, Lotus 123, RAS, VPN, Palm Pilot Software Intel LANDesk Management Software, McAfee Virus Scan, Black Berry Software support, WordPerfect, IIS, SQL Server, Internet Explorer, Nero, Norton System Works, Quick time, Ad-Aware, Cyber Link DVD Burning Suite, DivX, System Management Server (SMS), WebEx, Spy Sweeper, Adobe Acrobat, VAX, Real Player, MS Sys Prep, Remedy, Win Strat, Web Strat and Easy Group, Vipre Corporate edition, Matrix42 Software Suite, Acronis, Ghost, O365 Admin Portal, Exchange Admin Portal

Teams Admin Portal, Intune Admin Portal, Connectwise, Connectwise Automate, SentinelOne Endpoint Security software, OneDrive support, Microsoft Intune, ServiceNow Incident Management

Alan Schuberth Jr 860-***-**** Page 5 of 5

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