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Desktop Support Engineer

Location:
Silver Spring, MD
Salary:
75,000.00
Posted:
September 07, 2019

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Resume:

Geoffrey Alan Jackson

OBJECTIVE

To obtain a technical and challenging position coupled with working as a team or alone using years of experience to lead to mutual success.

TECHNICAL SKILLS

Hardware/Topologies:

IBM PC's and compatibles, Servers (IBM, HP/Compaq, Dell), Laptops, Wireless Access Points,

Network printers, Storage Backup tapes and Tape libraries.

LAN/WAN/WLAN Topologies: Fast-Ethernet, Ethernet, Token Ring, ISDN, DSL, VPN, VLAN, Remote access, X.25, Frame Relay, Microsoft client/server networking, Client connectivity.

Routers: - Cisco 2600, 2800, 4500 series, 3Com, Cabletron.

Switches - Cisco 2900, 3500, 3700, 4000, 6500 series and Hubs, Concentrators, Multiplexers, Bridges.

Protocols: TCP/IP, WINS, DNS, SNMP, CSMA/CD, DHCP, HSRP, EIGRP, Spanning tree, FTP, RIP, HTTP, HTTPS, Cisco Debug, Show command,

Ping, Ipconfig, Trace route, IEEE 802.1x standards, OSI Model, Storage Area Networks, VTC.

Operating Systems/Applications:

Windows 95/98/2000, Windows NT, Windows 2000, Windows XP, Windows Vista and Windows 7 and Windows Servers, Blackberry server, Citrix server, LDAP server, SQL server, Microsoft Office professional applications, Microsoft Exchange server5.5, 2003 and 2007, Adobe Acrobat, Oracle, Toad, CA Harvest, Visio Professional, Novell 3/4.x, Active Directory, Active Roles, Cisco IOS, CAT/OS, MRTG, Altiris, Remedy, CA Unicenter Service desk, Heat, Magic help desk application, EMC Legato Networker Backup, Veritas Netbackup, Imaging (all windows OS), windows migration using different tools. Windows7 to Windows10 migration. DameWare, Mirage, Microsoft BitLocker Minitab, Manage Engine Service Plus, SCCM, Juno Pulse, Bomgar, Good Mobile Control, WSUS, RSA Security console.

EDUCATION/TECHNICAL TRAINING

Cisco Certified Network Associate.

Certified Computer Technician.

Certified Novell Systems Administrator.

Completed CompTia Systems Administrator Security-plus Training.

Certified Dell Latitude X300/Inspiron 300m, Inspiron 4200/Latitude D600 product technician.

Completed training in Administering Windows NT 4.0.

Completed training in supporting Windows NT 4.0, and Core Window Technologies.

Completed training in supporting Windows XP, Vista and Microsoft office 2007.

PROFESSIONAL EXPERIENCE:

Field Service Technician (Freelance) 11/01/2010 – Present (as needed)

Work Market portal

Repair and replace POS equipment in retail stores around the Metro area.

Apply for work through web portal and get assigned as needed.

Work includes network installs, Cable pulls, and Digital signage installations with media player configuration, mounting TV and wall boards. Imaging (all windows OS).

Windows 7 to Windows 10 migration.

Printer installation and repairs, ETC.

Pickup equipment from FedEx if replacement is needed and return of damaged parts.

Call support center to report arrival at customer site, complete work as per work order and call to verify work completed. Have store manager verify job done and equipment working perfectly.

Close work order at website. Mail back DOA equipment.

RCS systems support Technician 09/10/14 – 11/26/14

A P Ventures

Contracted to Maryland State Administration of the Courts

Install and support RCS (Register Cashier systems) in the eastern shores of all courts in Maryland.

Image computer and install RCS software and test.

Get all equipment together for installment and travel to site.

Travel to sites and install the PC, Cash registers and drawers, printers, Check validators and scanners.

Test with supervisor on site.

Troubleshoot any issues.

Travel back to base and deposit all old equipment to warehouse.

IT Support Technician (Contractor) 01/15/2013 – 08/16/2013

Superior Talent Resources, Inc,

Contracted to Engility Corporation.

Help desk support using ManageEngine Service Plus ticketing system.

Deploying OS, software/applications using SCCM and windows updates using WSUS.

Remote support using Bomgar.

VPN support using Juno pulse and setting users accounts.

Imaging using Symantec Ghost (all windows OS).

Migrate Windows XP and Windows 7 to Windows 8.

Software, email and hardware support

Setting users accounts in Good Mobile control database and user support.

Resetting users password in Active directory\Active Roles.

Setting up users accounts in RSA Security console and setup and issue RSA tokens.

Deskside support as needed. Help users with network connectivity issue.

Field Service Technician (Freelance) 11/01/2010 – Present (as needed)

Field Nations

Repair and replace POS equipment in retail stores around the Metro area.

Imaging (all windows OS).

Windows 7 to Windows 10 Migration using different tools.

Apply for work through email when advise of a request.

Have work order sent through email, login into website and acknowledge it.

Pickup equipment from FedEx if replacement is needed and return of damaged parts.

Call support center to report arrival at customer site, complete work as per work order and call to verify work completed. Have store manager verify job done and equipment working perfectly.

Close work order at website. Mail DOA equipment through FedEx.

Field Technician (Freelance) 08/01/2010 – Present (as needed)

Fast-Teks On-Site Computer Repair Service

Anti-virus and Internet Security Solutions support and maintenance, Imaging (all windows OS).

Wireless Networking setup and repair

High-Speed Cable DSL Modem Setup

Data Backup and Recovery

Windows 7 to Windows 10 Migration using different tools.

Technology Consulting

Server Installation and Support

Network Monitoring and Management

Remote Data Backup

Troubleshoot and Repair laptops and computers

Systems/Wintel Administrator 08/14/2006 – 06/05/2009

General Dynamics

Contractor to US Army Civilian Personnel Office

Systems/Wintel administrator responsible for supporting windows 2000/2003 servers,

Microsoft application and Windows system. Blackberry, Citrix servers and client support. Other duties include creating domain and email accounts. Setup and support LDAP 5.2 Server. HP Digital scanners and printers. Provide basic system administration functions such as managing patch releases, reviewing system logs and maintaining server health. Assure proper systems management including implementing processes such as system configuration management, backup and systems recovery using Veritas Netbackup. Monitoring and managing all levels of support for the systems/applications. Provide basic application, systems and support documentation. Troubleshooting, repair, escalate, problem resolution of Windows 2000 and 2003 server. Participate in Implementing operational upgrades, system changes, and software loads. Support application and database production environments and releases, administer Active Directory (AD) environment; create and maintain organizational unit (OU) containers. Setup group policy.

Monthly patching of all servers and workstations. Weekly information assurance vulnerability alert (IAVA) Scans and patching.

Inventory equipments in the server room quarterly and update the spreadsheet.

Keep diagrams in Visio of layout of server room (equipment on racks).

Setting up new employees by creating domain, Computer and user account in active directory. Email accounts on the exchange server.

Deploy applications and windows updates using SCCM and WSUS.

The process also entails imaging of laptop and workstations and joining them to the domain.

Creating users home directory and giving them the required permissions.

Setup VPN and Citrix remote accounts. Setting up the equipment on the users desk, setting their email accounts and network printers and orientation of the user on how to access directories and folders on the network servers, Using the CA service desk application to put in and work helpdesk trouble tickets.

Provisioning their CAC to enable them login and access various applications.

This is followed up by regular helpdesk duties i.e. phone, email, desk side and remote support using

DameWare. Check, update and close trouble tickets/requests. Work on rollout of new OS and applications including Windows Vista and Microsoft Office 2007.

Systems/Wintel Administrator 04/24/2006 – 08/13/2006

US Resources Inc.

Contract to Hire - General Dynamics

Contractor to General Dynamics/US Army Civilian Personnel Office

Systems administrator responsible for supporting windows 2000/2003 servers,

Microsoft application and Windows system. Blackberry, Citrix servers and client support. Other duties include creating domain and email accounts. Setup and support LDAP 5.2 Server. HP digital scanners and printers. Provide basic system administration functions such as managing patch releases, reviewing system logs and maintaining server health. Assure proper systems management including implementing processes such as system configuration management, backup and systems recovery using Veritas Netbackup. Monitoring and managing all levels of support for the systems/applications. Provide basic application, systems and support documentation. Troubleshooting, repair, escalate, problem resolution of Windows 2000 and 2003 server. Participate in Implementing operational upgrades, system changes, and software loads. Support application and database production environments and releases, administer Active Directory (AD) environment; create and maintain organizational unit (OU) containers. Setup group policy.

Monthly patching of all servers and workstations. Weekly information assurance vulnerability alert (IAVA) Scans and patching.

Inventory equipments in the server room quarterly and update the spreadsheet.

Keep diagrams in Visio of layout of server room, (equipment on racks).

Help the helpdesk team with tier III support when possible with Setting up new employees by creating domain, Computer and user account in active directory. Email accounts on the exchange server.

The process also entails imaging of laptop and workstations and joining them to the domain.

Creating users home directory and giving them the required permissions.

Setup VPN and Citrix remote accounts. Setting up the equipment on the user’s desk, setting their email accounts and network printers and orientation of the user on how to access directories and folders on the network servers, using the CA service desk application to put in and work helpdesk trouble tickets. Provisioning their CAC to enable them login and access various applications.

This is followed up by regular helpdesk duties i.e. phone, email, desk side and remote support using

DameWare. Check, update and close trouble tickets/requests.

Field Service Technician (Part-time) 10/01/2005 – 04/20/2006

Flex Resources Century Technologies

Sub-contract for Fujitsu

Repair and replace POS equipment in retail stores around the Metro area.

Apply for work through email when advise of a request.

Have work order sent to you through email and acknowledge it.

Pickup equipment from FedEx location if replacement is needed.

Call Fujitsu to report arrival at customer site, complete work as per work order and call Fujitsu to close work order when completed. Have store manager verify job done and equipment working perfectly.

Mail DOA equipment to Fujitsu.

Workstation Engineer 02/01/2006 – 04/24/2006

Perot Systems Government Services

Contractor to Library of Congress

Imaging of Dell Laptops and PC’s with windows 2000 and XP,

Microsoft Office Suite and propriety applications.

Setup computers, printers and users in Active Directory.

Relocate users, Computers and printers to different areas of the organization.

Adds, moves and changes to desktop, printers and users (IMAC).

Windows 2003 Wintel server/client connectivity on Microsoft LAN.

VPN connectivity, passwords resets and daily user issues using remedy ticketing system.

Tier II Technical Support. 03/28/2005 – 04/15/2006 (Weekend nights only)

Insource Inc.

(Contractor to Fannie Mae)

Tier II desktop support for the re-statement project.

Imaging of Dell Laptops and PC’s with windows XP, Microsoft Office Suite and propriety applications.

Setup computers, printers and users in Active Directory.

Relocation of users computers and printers to different areas of the organization.

Adds, moves and changes to desktop, printers and users (IMAC).

Windows 2003, Wintel Server/client connectivity on Microsoft LAN.

VPN connectivity, passwords resets and daily user issues.

Alt-Enterprises 05/16/2005 – 09/30/2005

(Contractor to Signal Solutions)

Network Engineer

Worked on the Army Base Realignment and Closure project.

Preparing site surveys of army installations that were relocating, gaining, losing and closing locations.

Documenting findings in a network design document.

(Information Technology Action Plan).

Contact Directorate of Information Management (DOIM) for various locations to verify IT equipments on sites that would need to relocate and reinstall.

Prepare cost quote for relocating, shipping, packing and unpacking of IT equipments.

Make recommendations to Directorate of Information Management (DOIM) of what infrastructure upgrade is needed for incoming tenants at gaining sites.

Desktop Support Technician 01/2005 - 01/2005

TAC-World

(Contractor for Kaiser Permanente)

Desktop support for KP Health Connect EPIC Tapestry rollout project at Kaiser,

Shady Grove Medical Center location.

Setup all windows XP workstations to be compatible with the EPIC Tapestry application.

Attach to specify server and install application.

Setup specific screen resolution and fonts on all windows XP workstations to solve compatibility issues with the new application.

Setup workstations to print to specific printers by mapping them to specific printers and installing correct printer drivers.

Assist users with login and application issues.

November 2003 - December 2004 Unemployed

Laid-off from EDS in Fort Worth, Texas and relocated to Gaithersburg, Maryland.

Wintel Administrator/Engineer 07/2001 - 10/2003

Electronic Data Systems

One of the assigned Wintel administrator responsible for Infrastructure design for American Airlines airports and users support.

Support areas includes planning, designing of network infrastructure. Producing Engineering Design and Implementation Specification (EDIS) documents for site infrastructure development. These documents include complete WAN, WLAN and LAN design of sites, routers and switches configurations to be used by the field engineers for implementation.

Install and configure Wintel 2000/2003 servers, exchange 5.5 Server using SMTP and other protocols, Support and administer exchange 5.5 Server, Add and delete user accounts. Troubleshoot and solve all hardware and software problems.

Schedule of installs and upgrades with fields engineers, network operating center and vendors.

Interface with Project Managers, Provisioners and Field engineers on all projects.

Act as project lead on several occasions.

Work as NOC engineer on several occasions, monitoring the WAN/LAN using HP Openview and MRTG.

Prepare cost quotes for all assigned projects before purchasing.

Review EDIS documents of other engineers before implementation.

Evaluate site surveys and assisting field engineers with implementation and installation.

Work with helpdesk and network operating center to provide 2nd and 3rd tier support to Wide Area Network (WAN), WLAN, Local Area Network (LAN), application and users, using (ARS) Remedy trouble ticket system.

Configure Cisco routers and switches using variety of protocols including TCP/IP, BGP, IGRP, EIGRP, BGP, IGP, DNS and EGP before shipping to site. This was important to ensure that all routers and switches had the same configuration.

Configure servers (Compaq and Dell with windows 2000/2003 servers) before shipping to sites. Continue hardware and software support to sites and users.

Support Exchange 5.5 Server and users accounts.

Worked on Exchange 5.5 to 2003 mailbox and users migration.

Used Altiris helpdesk migration suite to deploy OS and applications to different airport locations.

Evaluate new equipments before purchase and use on network.

SABRE Inc. 10/1997 - 07/2001

Transitioned to Electronic Data Systems in July 2001,

Wintel Administrator/Engineer

One of the assigned Wintel Administrator responsible for Infrastructure design for American Airlines airports and users support.

Support areas includes planning, designing of network infrastructure. Producing Engineering Design and Implementation Specification (EDIS) documents for site infrastructure development. These documents include complete WAN, WLAN and LAN design of sites, routers and switches configurations to be used by the field engineers for implementation.

Install and configure Wintel 2000/2003 servers, exchange 5.5 Server using SMTP and other protocols, Support and administer exchange 5.5 Server, Add and delete user accounts. Troubleshoot and solve all hardware and software problems.

Schedule of installs and upgrades with fields engineers, network operating center and vendors.

Interface with Project Managers, Provisioners and Field engineers on all projects.

Act as project lead on several occasions.

Work as NOC engineer on several occasions, monitoring the WAN/LAN using HP Openview and MRTG.

Prepare cost quotes for all assigned projects before purchasing.

Review EDIS documents of other engineers before implementation.

Evaluate site surveys and assisting field engineers with implementation and installation.

Work with helpdesk and network operating center to provide 2nd and 3rd tier support to Wide Area Network (WAN), WLAN, Local Area Network (LAN), application and users, using (ARS) Remedy trouble ticket system.

Configure Cisco routers and switches using variety of protocols including TCP/IP, BGP, IGRP, EIGRP, BGP, IGP, DNS and EGP before shipping to site. This was important to ensure that all routers and switches had the same configuration.

Configure servers (Compaq and Dell with windows 2000/2003 servers) before shipping to sites. Continue hardware and software support to sites and users.

Support Exchange 5.5 Server and users accounts.

Worked on Exchange 5.5 to 2003 mailbox and users migration.

Used Altiris helpdesk migration suite to deploy OS and applications to different airport locations.

Evaluate new equipments before purchase and use on network.



Contact this candidate