Supervisor,Desktop Support

Robert Parker

Cary, North Carolina • 910-***-**** • adcvso@r.postjobfree.com

Objective: Senior IT Engineer with professional, managerial and technical skillset. Maintain, upgrade cutting-edge support software. Configuration of servers, switches, firewalls, WAPS and implementation, installation, collaborating with project managers, engineering teams, and client representatives to ensure on-time completion of project deliverables. Provide technical leadership to junior team members, to ensure overall project architecture. Managing Mac’s in Enterprise setting and maintain content for Windows based systems.

SKILL SUMMARY

Senior Tech supporting team in providing end user support, technical support by phone, email, remote and desk side. Break/Fix, touch kiosk systems, POS systems.

Project implementation remotely, onsite, including installing Servers, Switches, Firewalls, Printers and WAPS after configuring.

Spinning up VM's and configuring

Meraki Firewall configuration and installation. Meraki dashboard

Managed Print configuration and support.

Datto Switch configuration and deployment, backup configuration and restore

Datto WAP configuration and deploy

Onsite installation and configuration of ISP to Firewall to Switches

BigFix / Connectwise / LabTech

Virtualization of physical servers including Migration SQL Databases

MAC SME, Manage MAC devices, IOS included utilizing Jamf, JSS. H/W S/W support.

MDM, Intune, NEAT, Connect Wise, Screen Connect, LabTech, and Service Now.

Office 365 Administrator and Sabre Experience.

Digital Guardian, Umbrella, Carbon Black, and Jamf Pro,”JSS” for managing Macs.

HCE ( Highly confidential endpoint ) TEP ( Trusted endpoint protection )

Configuration of Servers, Switches, Firewalls and Deployment of all equipment including testing, setup, imaging, networking, printing.

Supporting Dell, HP and Mac hardware, procurement, RMA’s, asset management.

Active Directory – Group policies, administration.

Deployment solutions for Windows Applications and Operating Systems.

Microsoft System Center Configuration Manager, Patching, Packaging, migrating to Intune.

Mobile (IOS) support on Apple, Android, Blackberry, Motorola PPID’s and more.

Windows Server 2008/2012.

Experience in network configuration, installation & maintenance. Troubleshooting, PC. Imaging (refresh), ghosting, pxe boot imaging, app-sense manager (roaming profiles)

Experienced in VM’s, migration and configuration

Created process and procedure documentation for projects using Word and PowerPoint.

Windows configuration, imaging, ghost, deployment using pxe, SCCM, Alteris.

Technical Proficiencies: Active Directory • SCCM • BigFix • Labtech / ConnectWise / Screen Connect • Remedy / Heat / ServiceNow • AWS • Office365 • Outlook • SQL Backups/Migration • Ghosting • Power shell • Jamf Pro • Digital Guardian • Mac or PC Platforms• Meraki Firewalls • Datto Switches • Datto Waps • VoIP • SharePoint • MS Exchange • Clean Room • Quality Testing • Scripting• RAID • Windows Server 2012/2016• Group Policy • ITIL • IBM PSS / PSE • Certified Apple Technician • Lenovo Technician • EPIC • Dragon • Duke Clinical Research Institute • Azure• Cloud • Google Cloud• Planning & Implementation

PROFESSIONAL EXPERIENCE

Supervisor, Senior Desktop/Field Service Engineer, Duke University Health System, Durham, NC 2016-current

Desktop Engineer supporting team in providing end user support, by phone, email, remote and desk side. Currently Lenovo shop with 33% Mac users.

Manage Mac devices, IOS included utilizing Jamf Pro. Hardware and Software support

Building OS Images and Deployment of Windows applications and OS’s.

Providing dedicated support, asset management to Duke Clinical Research Institute.

Supporting Epic modules, Dragon, troubleshooting, upgrades, signature pads, installs.

SCCM. Patch management, repackaging. Migrating to Intune for same.

Working with AWS and Azure, currently pursuing Certifications and supporting applications now.

Spinning up VM's and configuring.

Meraki Firewall configuration and installation.

Datto Switch configuration and deployment with Meraki dashboard.

Knowledge of IT Systems, system integration principals, integration, and project design.

Clean room experience including setup, configuration, and support of all devices. PPE- personal protective equipment and 1st Responder trained.

Datto backup configuration and restore

Datto WAP configuration and deploy

Onsite installation and configuration of ISP to Firewall to Switches

ServiceNow Ticketing / Connectwise / LabTech

Intro to Azure, Cloud, Google Cloud, AWS courses completed.

Mentoring 8 peers, training, performance reviews, new hire IT orientations.

Providing Level 3 Support to all staff with sole responsibility of supporting Executives.

Power shell experience – Backup Exec baking up servers weekly / monthly.

Break/Fix, also supporting touch kiosk and pos systems Deployed hardware for over 6000 desktops, tablets, laptops, and mobile devices, supporting the planning, development, installation and all phases of testing, integration, and implementation.

Assist with Board Room, Live Stream, Audio /Video Advanced Active Directory configuration of workstations, wireless lockdown, user configuration and management.

AD Manager, Group Policy management, workflows, automation, self-service.

Migrating over 500 desktops, laptops, and tablets to Windows 10.

Administration and support Office365 and OWA

Manages desktop peripheral inventory and assists with asset management. Maintains accurate records for device changes. Updates the inventory system whenever a computer is installed or relocated to provide accurate information. Ensures network security by enforcing passwords, installing virus protection software, encryption technology.

Ticketing systems Remedy, ServiceNow and Front Range Heat – Currently using ServiceNow

Windows server 2008/2012 understanding.

Network configuration, troubleshooting supporting both Hardwire and Wireless technologies.

Deskside Support Lead, AppleCare – ACS (Apple), Apple Support, Raleigh, NC 2013-2016

Provided high-level customer CPU technical support for various Apple products within a high-volume call center environment, including iMac, Mac Pro, MacBook, MacAir, MacMini, iPad, iPhone, and Apple TV.

Responded to incoming telephone calls from Mac Users with technical issues and concerns and provided customer support and assistance; responded to all customer questions, inquiries, and requests.

Apple Technical Support Certified

Reel Thing Charters, Charter boat captain, Owner, Key West, Florida 2007-20 – still in operation.

Owner / Operator of Charter boat providing offshore fishing, food fishing, dive and snorkel trips.

Software Tester – Deskside Engineer Netfinity Mgr / Tivoli, IBM Co, RTP, NC 1992-2007

Desktop Support Team Lead, Build Verification, performance testing, benchmarks.

Coordinated, attended, and participated in North American and European tradeshows, road shows, and PC expositions; Developing New Clients, Maintaining & Upselling Existing Clients, Developing and Managing Multiple-State Territory, Tradeshow Representations, Managing New Product Launches.

Design, Implementation, white pages, quality assurance.

Provided deskside support for 6 building, 12000+ employees, kiosk stations.

RAID configurations for Data Center supported (RAID-0, RAID-1, RAID-01) with fast-path offload to intelligent Fibre-Channel switch platforms, ported to Cisco and Brocade intelligent Fibre-Channel switch platforms., Ghosting, SAN, Redundancy backup both local and geographically.

EDUCATION /TRAINING

DeVry University Raleigh-Durham Campus, Morrisville, NC Present

B.S Bachelor of Science Degree in Computer Information Systems/ Information Technology.

Certifications: ACSP, ACSA 2018, Managing Windows Environments with Group Policy (Global Knowledge 4-2016), ITIL Foundations 2011(New Horizons 2-2016) Current Lenovo Hardware Certifications, A+, MCSE, PSS, PSE (expired) last year of BS in Information Technology

Professional Development Training

Professional Military Experience – Honorable Discharge Disabled Veteran

United States Army – (1984 to 1992)

Training: Epic Provider 100 and 200 and Surgeon 100 and 200 along with Dragon, customization, hardware and software side. Worked the GO LIVE at UNC both as TDR - technical dress rehearsal, installs, testing, deployment, support of technical side as well as application side. Network administration, Active Directory, Exchange, technical proficiency both MAC and Windows.

SuperUser Surgeon 100 & 200 : SuperUser Provider 100&200 : Dragon / Optime

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