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Engineer Desktop Support

Schenectady, NY
April 16, 2020

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Sharrise P. Pierce

iPhone: 516-***-**** Troy, New York 12180

IT Systems Support Engineer – Frontline Support of major IT Systems who grasps challenges and contributes to the achievement of organizational goals and objectives. A strong work ethic that’s extremely attentive to detail with a creative ability and communication skills. Pursuing a government IT contract where I can contribute my technical skills and advance with ever changing technologies.


Twenty-one years as an Information Technology Professional wearing many hats:

Advanced understanding of Computer Hardware & Software, including troubleshooting and repair skills.

Obtained 16 Dell Certifications ~ Dell Certified Systems Expert (DSCE) ~ Hardware & SW repairs.

Successfully completed multiple projects to include migration/deployments after hours for several top clients such as Cablevision, HP, JPMorgan Chase, Windows Server Platforms & now with Fujitsu Field Solutions.

Ability to lift and move computers, printers, and up to 2 IU servers in Datacenter racks.


Microsoft Windows Administration = Windows 7, 8, 10 AS/400s, some MAC experience

Understanding of TCP/IP networking, architecture and core technologies (DNS, LDAP, NFS, FTP, etc.)

Ten years’ experience in retail POS equipment, NCR, TPK, IBM, VMware, etc.

Citrix & Mainframe sessions, IBM Systems

MS Offic365, Adobe Acrobat XI, DOCSOPEN, Novell, GroupWise, Lotus Notes

SCCM, PeopleSoft, ITSM, CloneZilla.

Remote Software used = SCCM, Novell ConsoleOne, CMC, MS Netmeeting, ALTIRIS, PC Anywhere, Timbuktu, SMS

Remedy, Magic, Heat and ServiceNow Ticket Tracking Systems, some Web-based.

Can Build and Repair Desktop workstations and Laptops and Server


Microsoft Office 365 Premier Ambassador

January 2020 - Current

Infrastruture Zones

Rave ticketing system resolveing Microsoft Office 365 cases ranging from login errors to Admin EAC to Azure AD building maps missing configurations for all major Fortune 500 companies.

Technical Writer of PeopleSoft Software

April 2018~ July 2019

Office of State Comptroller ~ Accenture ~ NYSLRS ~ Redesign Project

Asked to return to continue helping with the process of this NYS Retirement Online transition in its proression.

Analyze, test, Implement training for NY Local and State employers with transitioning of old Database (DB) ERS System

Using SharePoint to load Microsoft Excel updated Trackers of NY Local and State employers for certification process of deployment.

Used RTC (Rational Team Concert) and Service Now ticketing systems one for NY State employers and the other for Business Partners.

Performed Training Specialist duties for all Webinar training to all end users and using remote assistance tools.

Dektop Support Services Lead Engineer

November 2018 ~ June 2019

HCL America Inc ~ Price Chopper Golub Headquarters ~ Schenectady, NY

Build and install PCs, wireless networks and peripheral devices related to desktop infrastructure, in accordance with department standards

Identify, log and resolve technical problems with software applications or network systems, including VMware protocols as needed.

Technical Writer of PeopleSoft Software

March 2018~ May 2018

Office of State Comptroller ~ Accenture ~ NYSLRS ~ Redesign Project

Analyze, test, Implement training for NY Local and State employers with transitioning of old Database (DB) ERS System to the new PeopleSoft Retirement Online System.

Using SharePoint to load Microsoft Excel updated Trackers of NY Local and State employers for certification process of deployment.

Sharrise P. Pierce

I..T. Systems Engineer ~ Self-Employment

June 2007 ~ Current

Fujitsu / Field Solutions, Field Nation, Work Market, Smart Source, AppleOne – DMV area.

Served as the lead engineer on multiple site projects, supervising 3-5 other technicians. Utilizing an IT Service Management system.

Provide feedback and recommendations based on analysis. Installation, repair, and replacement of racked/shelved servers, all networking equipment, new workstations, thin clients and their peripherals. Lead Projects of deployments from Win 7 to 10 & use of CloneZilla.

POS (Point-of-Sale) retail equipment, providing service to many different fortune 500 retail stores.

Used VMware to assist with monitoring various server platforms for outages, authentication protocols & maintenance tools.

Desktop Client Services Engineer Consultant

August 2017 ~ January 2018


Provided troubleshooting, problem solving and on-site technical support for all levels of users

Analyze, test, implement and support the roll-outs of new client equipment such as PCs, laptops, and tablets

Analyze, troubleshoot, and support all aspects of the client infrastructure, including PC hardware, software installs, and networking

Worked with VMware teams to troubleshoot system issues as they occurred.

SCCM, PGP, Bitlocker, CrashPlan PROe, Outlook365, SOPs, AD, Apple iPhones, Airwatch, Telecom/Putty-Avaya/Polycom

Seasonal Datacenter Operations Tech II

September 2016 ~ January 2017

AMAZON ~ AWS Cloud Services {Aditi Staffing Consultant} – Manassas, Virginia

I work with an overnight team of which supports the highly available, scalable, fast, and efficient platform services upon which, the world’s largest online retailer’s website, and many other online properties provides to all sorts of customers globally.

Data Center environment Break fix & Configuration (racking & stacking gear, cable management, hot & cold aisle containment).

Troubleshoot and solve most complex infrastructure issues using various tools: DCODIAG, PuTTYgen, NetEng, Sec & Prod Bastion, etc.

I.T. Systems Support Engineer

July 2015 ~ May 2016

ASM RESEARCH ~ An Accenture Federal Services Company – Fairfax, Virginia and Washington D.C.

Provided network infrastructure, Windows & Linux Systems Support. ITSM, PeopleSoft support.

Continuously remediate security deficiencies on customer’s network infrastructure as identified in the customer NSOC’s Nessus scans.

Using Splunk, resolved & test Server & Desktop vulnerability patching issues for each Month’s Microsoft Security Patch Change Orders.

I.T. Systems Support Analyst ~ Tier III

March 2015 ~ July 2015


Worked with twenty different states, using Department of Education guidelines, in administering Performance tests to students grade 3-11.

Researched. Developed. Implemented and Maintained web sites associated databases and end user interfaces.

Level II – Network Administrator / Desktop Support

June 2007 ~ October 2007

SCREENVISION - New York City, Midtown Manhattan – Sapphire Technologies Full-Time Consultant

My responsibilities included doing regular backups to eight different servers using VERITAS Backup Exec for Windows.

Using VMware to monitor various servers in data centers worldwide for optimal performance.

Re-imaged laptops and desktops at least twice a week using enforced group policy initiated from a specially designed disc.

I.T. Help Desk Support Specialist -Level II

July 2005 ~ June 2007

NEW YORK CITY DEPT OF EDUCATION - Brooklyn, NY – TCML Full-Time Consultant


2015 Northern Virginia Community College [NOVA] – Computer Science AAS

2013 Schenectady County Community College [SCCC] – Computer Networking Systems & Cybersecurity

1988 Schomburg Satellite Academy High School Diploma~ Sciences ~ Bronx, New York


Professional References Available Upon Request.

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