Desktop Support Information Security
Resume:
Jed Darling
**B Apple Lane
Hollis, NH *****
***********@*******.**********.***
Technical Skills:
•Hardware: Dell PC and Laptop, Apple Laptops, Surface tablets, HP PC and Printers, Lenovo PCs, OKI and Lexmark printers and copiers, Cisco and Meraki Switches, Adtran and Fortinet routers, Shoretel and Polycom VOIP phone systems, Verifone pin pads and IBM Point of Sale systems
•Software: All Windows platforms, Mac Os X, Unix, Bit9, Empix XMS, Orion NMS, SQL, Solarwinds, Safari, Appworx, Active Directory, Group Policy, Norton Ghost, Shoretel Communicator, Putty, IBM/ Lotus Notes, AS400, CRM, Team viewer, Track-it, Remote Desktop, Join.me, and Adobe Photoshop.
Work Experience:
Terrafugia, Woburn, MA 5/2019 – 4/2020
Desktop Support Specialist
Provided primary technical support to all employees, both on-site and remote
Created and maintained all IT accounts, including LDAP, Active Directory and Office 365
Developed images and backups of all user computers.
Created new PC setups, maintained state-of-the-art virus protection and removal, administered software updates, set up VPN access, and resolved hardware issues
Supported MAC OS, Windows 7 and 10 PC operating systems
Provided support for, monitor performance of, and recommended changes as needed to telephone and video conferencing systems
Created and updated departmental documentation
Maintained software licenses and hardware inventory
Preserved information security by safeguarding backups and other sensitive data
Takeda Pharmaceuticals Company Limited, Lexington, MA- Contract 2/2019 – 5/2019
Desktop Support Engineer
Responsible for upgrading user laptops from Windows 7 to Windows 10 replacing system if warranty has expired
Installed required software as needed
Responded to break/ fix and user issue tickets as assigned.
Single Digits, Bedford, NH 8/2018 – 10/2018
Network Operations Center Technician
Proactively monitored network devices and responded to all alarms.
Identified and troubleshot Network issues.
Thoroughly documented and tracked trouble-shooting procedures
TEKsystems, Framingham, MA- Contract 4/2018 – 7/2018
CSC Raytheon, Andover, MA
Desktop Support Technician
Created images and backups of user data, added new computer to company domain, installed all security software including Bitlocker and software updates for Windows 10.
Uploaded user backup information and data to new PCs per company refresh policy.
Coordinated delivery and installation of new PC with user verifying complete functionality.
Removed previous unit and cleared all memory per company procedures.
Replaced hard drives, displays, mother boards and other peripherals as required.
Worked with team updating and creating new documents to assist with training and education of fellow members.
Brookstone Corporate Headquarters, Merrimack, NH 10/2012 – 2/2018
Technical Service Specialist
Primary point of contact for the technical support of the corporate headquarters and POS systems for 250 nationwide retail locations.
Documented all issues in tracking system ensuring all incidents are followed up per customer SLA.
Configured and deployed Fortinet, Netgear and Cisco switches and routers.
Assisted with deployment and upgrade to all stores credit card pinpads to more secure EMV system.
Monitored and analyzed computer operations on all systems in the Brookstone enterprise system.
Managed critical hardware systems, swapping failed hard drives and interfacing with vendor resources for other major hardware maintenance.
Worked with Active Directory to create and disable user accounts, as well as reset passwords.
Remote server management using VMware vSphere, Join.me, Remote Desktop and VNC.
Worked with retail locations installing new Chromecast/ Plex server to instore iPads and iPad Minis.
Responsible for sending out and receiving daily system backup tapes according to company procedures.
Created new user accounts per company procedure ensuring data security and authorized access.
Developed training materials and assisted with the training of new employees.
Trans National Communications, Boston, MA 1/2011 – 1/2012
Network Operations Center Analyst
Responsible for proactive monitoring of IP network systems and telecommunications equipment.
Analyzed and troubleshot layers 1, 2 and 3 hardware and software faults as detected by network monitoring system or reported by customer.
Opened, tracked and closed trouble tickets initiating escalations to other departments in the 3 tier system as needed.
Coordinated the installation of hardware, software, network elements and provisioning for new VoIP/ internet customers.
Assisted in the development of running and startup configuration files for Adtran routers using CLI and GUI interfaces
Worked with other team members to develop new processes and procedures to reduce problem resolution times and educate teams.
Education:
05/2017 CED Computer Education Solutions, Atlanta, Georgia, COMPTIA A+ and Network + certifications
12/2010 Nashua Community College, Nashua, NH, Computer Science- Associates Degree Program
1/2004 Boston University, Tyngsboro, MA, Microsoft Certified Systems Engineer (MCSE)
Contact this candidate