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Desktop Support Manager

San Francisco, CA
May 13, 2020

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San Francisco, CA ***** Mike Gittelman 631-***-****

IT professional with 20 years of experience in environments ranging from 5 to 5000 users. Expert problem solver, with a focus on delivering efficient and elegant technical solutions to a variety of challenges, both in user support and infrastructure management. Experience with PCs and Macs, Windows Server, mobile devices, Office365, Telecom/VOIP, networking, storage, and virtualization.


Networking Ruckus; Meraki; Aruba; RADIUS; Sonic/Cisco/Linux Firewalls; Cisco switches; Pfsense; OpenVPN Storage Openfiler; FreeNAS; Synology DSM; ZFS; Data Domain Backup Crashplan PROe; Symantec Backup Exec; Veeam; macOS Time Machine Virtualization VMware Workstation/Fusion/ESX 6.7/vCenter; Hyper-V; Oracle Virtual Box Desktop Software Windows 7-10; macOS; Ubuntu; Office 2016; Batch Scripts; Jamf; BigFix; TrueCrypt; Proxy Pro Server Software Windows Server 2000-2016; Active Directory; GPO; Terminal Services; WSUS; Exchange; Linux Imaging Ghost; Acronis True Image; Macrium Reflect Antivirus Kaspersky; Symantec; ESET; Sophos; Avast; Malwarebytes; McAfee Cloud Software Intermedia; Office 365; Google Suite; Dropbox; Telecom Cisco Call Manager; 8X8; Netfortris; Skype; Zoom Ticketing Systems Remedy; RT; Footprints; Scriptlogic Helpdesk Authority; Track-IT; Autotask; Jira; Cherwell PROFESSIONAL EXPERIENCE

IT Administrator IAC (Ask Media Group, IAC

Publishing, Dictionary, BlueCrew)

June 2018 – December 2019

Managed Office 365 accounts, email lists, MFA, and user creation for PC and Mac users.

Managed Okta and Azure SSO portal access.

Managed VMs in vSphere cluster – resource allocation, creation, vCenter upgrades.

Managed active directory GPOs and user access in multi-domain forest.

Provided desktop support for Mac and PC users using Jamf and Bigfix MDM software.

Troubleshot access to OpenVPN and GlobalProtect VPN.

Configured and managed Meraki access points, switches, and firewalls for multiple locations.

Managed local Crashplan and cloud server.

Tested cloud based storage solutions with onsite acceleration.

Set up Zoom conference rooms.

Created A/V presentation lounge.

IT Consultant (Contract) HGA Oct 2017 – February 2018

Provided end user support with Office 2016, conference rooms, phones, and computers for about 100 users.

Troubleshot wireless and network issues.

Imaged PC’s with SCCM.

Performed maintenance of servers and switches.

Acting IT Manager (Contract) KTVU Fox Television March 2016 – December 2016

Provided end user support for 250 employees in 24X7 environment and managed daily workflow for IT contractor.

Set up and managed tape backup system using Symantec Backup Exec for servers.

Managed IT capital and operations budgets for hardware procurement and services.

Reduced operational costs of server environment through physical to virtual migration.

Submitted monthly SOX compliance reports.

Rolled out station wide security patches using HEAT.

Replaced Cisco wireless system with Aruba.

IT Analyst (Contract) NCPHS July 2015 – January 2016

Provided end user support to over 300 users on site and in remote locations.

Assisted with management of user accounts, mailboxes, user folders, permissions, and group policy objects. Page 1 of 2

Maintained backups for VMware cluster using Veeam and Data Domain storage appliances.

Managed ESET server and monitored environment for infections.

Created desktop images using Macrium Reflect.

Senior Engineer IPSOFACTO August 2014 – July 2015

Provided IT support services to over 20 businesses in the San Francisco Bay Area.

Managed Office 365 and Google mail accounts.

Set up backup solutions using Symantec Backup Exec and Crashplan PROe.

Installed and troubleshot wireless solutions from Cisco, Aruba, Ubiquiti, Aerohive, Meraki, and Ruckus.

Installed Cisco and SonicWall firewalls.

Managed Cisco, Fortinet, 8X8 and NetFortris phone installations. Systems Administrator RPX Corp June 2011 – December 2013

Supported over 100 local and remote employees.

Helped deploy Cisco Call Manager VOIP system and was team lead for VOIP support.

Deployed Active Directory and GPO policies.

Designed and deployed Ruckus wireless system.

Implemented PC Imaging system with Acronis Snap Deploy.

Enhanced security through deployment of Symantec full disk encryption and ESET Security Suite.

Deployed and managed VMs in vCenter.

Designed and configured Openfiler based NAS and setup iSCSI targets to host production VM's.

Set up WSUS Server and managed monthly patch roll out to end users. IT Engineer Parachute Techs August 2010 – June 2011

Managed and documented the diverse environments and challenges of over 30 businesses.

Migrated multiple businesses to hosted exchange, POP and IMAP account solutions.

Supported Blackberry, Android, and iPhone devices in hosted exchange environments.

Configured Cisco and Meraki small business wireless routers. Desktop Support Analyst Riverbed Technology October 2006 – October 2009

Supported IT during rapid growth phase (from 150 to over 1000 users in less than 3 years).

Managed procurement of desktop hardware, MS volume licensing, and creation of standards for efficient growth.

Optimized rapid deployment of new hire setups through disk imaging, Active Directory GPO's, and documentation.

Blackberry, iPhone, and Microsoft ActiveSync Account/Device administration.

Increased security through deployment of Symantec Antivirus and Guardian Edge disk encryption. PREVIOUS PROFESSIONAL EXPERIENCE

Systems Administrator - Scalent Systems

PC imaging, procurement, OpenVPN, Exchange, and VOIP administration for a growing startup. Level II Desktop Support Analyst – North Fork Bank Supported over 2000 users throughout the New York metropolitan area. Resnet Administrator – Skidmore College

Lead a team of 20 employees to successfully provide support for over 2000 student and public computers. EDUCATION

Saratoga Springs, NY Skidmore College September 1998 – May 2002

B.S. in Business Management


Comptia A+ Certification

Executive Coach and graduate of California Leadership Center – Learned to facilitate success through Neuro- Linguistic Programming, leadership practices, conflict resolution, sales principles, and effective meeting facilitation.

Certified Counselor and graduate of Interchange Counseling Institute – Learned to lead people through personal growth using emotional intelligence, belief deconstruction, and resource development.

Graduate of Ascension Leadership Academy - Leadership training focused on personal transformation, team building, community service, and self-actualization. Page 2 of 2

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