Sr Desktop Support Analyst

Daniel Keith Amerine

**** **** ******* ****** #*** Broken Arrow, OK 74012 USA 918-***-**** ******.*******@*****.***

SUMMARY

I bring professionalism to building and solving infrastructure issues by analyzing and implementing versatile solutions to network issues.

Experience with HIPPA compliance

Technical Lead – Apt to mentor and train others

TECHNICAL SKILLS

Troubleshooting and resolution of complex issues and outages across a diversity of environments

Enterprise Desktop Support and System Administration

WAN/LAN/WLAN support and software support via SCCM

Technical support for Windows 3x, 95, 98, 2000, XP, Vista, 7, 8, 8.1, and Windows 10

Microsoft Windows Server support (2003, 2008, 2012, and Microsoft Hyper-V for hosting Virtual Machines)

Data rescue/recovery and computer hardware/software troubleshooting and support

VoIP Lync Phones, MS Office Outlook, iPhones, and other enterprise communications support

Remote technical support via Windows RDP Remote Assistance, SCCM Remote Tool, DameWare, LANDesk Verismic, and MS Lync, as well as Google Meetings

Support VPN solutions GlobalProtect, PulseSecure, Cisco AnyConnect, and Juniper Networks

Wireless Security

Build WordPress websites

Innovation - Building my own Learning Lab at Home “from scratch”

Built my own secure domain on a segregated 10.1.10.1 network passing through my 192.168.1.1 home network

Built my own role-based naming convention and schema

Promoted Windows Server 2012 R2 Server to be my Domain Controller

Joined numerous physical and virtual computers to this domain, as well as network MFP printer

Built numerous Guest virtual machines within multiple Host servers

Built User Home Directory into my AD so new network users automatically have a network “P Drive” upon login

Configured Secondary Domain Controller for seamless redundancy

Built various RAID configurations for these servers

Built my own Microsoft Exchange Server environment (2010/2013)

Mentoring several aspiring computer techs to help upgrade their career tracts

Enrolled in CBT Nuggets’ year-long program and moving through their material as I make time

PROFESSIONAL ACCOMPLISHMENTS (Full-Time and Contract Assignments)

PricewaterhouseCoopers LLP (Tata Consultancy Services) October 2017 – Present

Executive CBO Delivery Support – Deskside Support Analyst

Office Technology Support (Deskside Support) for multiple offices of Big Four global accounting firm

Support IT multiple offices within region as part of a IT Service Delivery team for Price Waterhouse Coopers

InterOffice Infrastructure and network telecommunications support

Hardware Expert – Troubleshooting – Local Hardware/Software Support for laptops, servers, and printers

Troubleshoot and support Active Directory (AD), Microsoft Office 365, MicroFocus Connected MX

Supported Corporate Domain Migration

Awarded multiple “On The Spot” Awards for Excellence

TCS Certification:

oDigital MFDM AI Aware Certification (July 1st, 2020)

oProcess: Agile Way of Working Foundation (June 6th, 2020)

oProcess: ITIL Foundation Certification (January 27th, 2020)

Field Nation (Contract Field Consultant with various end clients) June 2016 – September 2017

Contractor, Field IT/Telecom Service Tech

Part of a nationwide association of Field Technicians responding to a variety of IT/Telecomm field needs

Troubleshooting and resolution of newly installed circuits on customer premises

Used Cisco Console Cable and personal laptop for Remote Telecomm Engineers to gain access to problem routers and switches for testing, troubleshooting, and resolution of telecomm issues

Worked with Remoted Telecomm Engineers to migrate customer from old T1 circuit to new T1 circuits. This involved replacing old customer router and switch with new customer router and switch

Imaging various end clients’ desktops and laptops with customer’s pre-engineered enterprise image

Deployment and repair of various customer servers, workstations, and Point-Of-Sale Cash Registers

Field replacement of various parts for repairing customer servers and industrial printers

Phillips 66 (Contract with GDH Consulting) November 2015 – June 2016

Contractor, IT Service Desk Analyst

Enterprise IT Service Desk supporting thousands of end users all over the world

Troubleshooting and resolution of complex technical issues via established processes and innovative solutions

Supporting users in hundreds of different Active Directory security groups

ServiceNow for asset tracking and user ticket system. Pushed software via SCCM.

Troubleshot and resolved issues with Citrix Global Office remote connection

Supported RSA SecurID for secure Citrix and VPN access

McAfee hard drive encryption recovery

SAP password resets

NetApp for file/folder recovery on enterprise servers

SPX Corporation (Contract with Engineering Technical Group) February 2015 – September 2015

Contractor, IT Technical Support Specialist/Analyst II

Enterprise IT Technical Support Specialist delivering IT services to hundreds of end users in local Tulsa SPX Heat Transfer and other SPX CORP offices across the country

Supported several hundred DELL desktops and laptops running Windows 7 Enterprise and an assortment of proprietary software.

Managed physical asset inventories

Increased efficiency and productivity by establishing a SQL Server environment on a new app server within the business unit for implementing new applications

Identified key-talented people and facilitated team synergy in the diverse work environment

Established new collaboration team of talented programmers and Database Administrators to use that SQL Server environment for deploying new business processes and developing new integrated business applications

LANDesk Portal Manager and Active Directory ARS/ARLS support

Customized support for many unique Engineering, Manufacturing, and IT needs of the Heat Transfer division of SPX Corporation

Limited disastrous downtime by troubleshooting and repairing outages in local MPLS, LAN Communications

Performed Domain Migration of networked workstations, laptops, and printers during company split

Rescued mission-critical data for numerous executives and managers using data recovery toolkit

Identified need for a new secure file server for local Tulsa users to establish their User Home Directories for backups. This did not exist as an option for the Tulsa facility before I arrived.

Implemented Active Directory Security Group solutions for several user groups

Drove process of migrating GAGETrak and CI Form Pro shop systems from their old Windows Server 2003 server to their new Windows Server 2008 app server that I had requisitioned. We transitioned from SQL Server 2005 to SQL Server Express 2012

Phillips 66 (Contract with Apex Systems) August 2014 – February 2015

Contractor, IT Infrastructure Support Analyst

Local Support Analyst

Enterprise IT Desktop Support of end users on Dell and HP Desktop and Laptop workstations

Deployment of several hundred desktop and notebook workstations running Windows 7 Enterprise and pushed an assortment of proprietary software via SCCM.

Emerson Process Management Regulator Technologies (Contract with Envision) December 2013 – May 2014

Contractor, IT Desktop Support Analyst

Enterprise IT Desktop Support of end users on Dell and HP Desktop and Laptop workstations running Win7Pro/Win7Enterprise

Enterprise Domain Migration: Symantec Endpoint Protection, LANDesk, and Citrix

Used Active Directory Users & Computers to add, rename, and troubleshoot workstations on the secure domain

Managed inventory of site computer assets

Kinder Morgan IT Support (Contract with Insight Global) August 2013 – October 2013

Contractor, Customer Support Analyst IT

Enterprise IT Desktop Support of end users on Dell Desktop and Laptop workstations running WinXP/Win7Pro/Win7Enterprise

Enterprise Domain Controller: Windows Server 2003 (VM). Managed workstations and networked office printers. Created DHCP Reservations via MAC addresses for the print queues of networked printers

Enterprise Print Server: Windows Server 2008. Configured and managed print queues for networked office printers via TCP/IP port sharing and host names.

Helped users gain access to company resources via VPN and Citrix platforms from remote locations. I performed this support in-person as well as over-the-phone.

HP Advanced Coverage Desk (Contract project with BCforward) February 2013 – July 2013

Contractor, Integrated Systems Administrator

24/7 internal enterprise coverage team providing coverage 12 hours of a day. Systems Administration Team acting as the central gatekeepers for four of HP's corporate domains tasked with the global airline industry's use of their Sabre System.

Monitored and ensured the health of complexes of servers throughout multiple application pools on the global HP

airlines IT infrastructure.

Responded to automated alerts from hundreds of complexes of windows and Unix/Solaris/Linux servers and dispatched various support teams to resolve critical issues and outages.

Used RDP and Actividentity tokens to perform remote support of Windows servers running Windows Server 2008 R2 and Windows Server 2003, as well as Red Hat Linux Server.

Operated enterprise Cisco and F5 Load Balancers to direct messaging traffic during upgrades and break-fix situations.

Used Microsoft Powershell to perform various support tasks in Windows servers.

Bank Of Oklahoma Financial (Contract project with Addison Group) January 2013 – Feb 2013

Contractor, IT Install Technician

Supported the Microcomputers Division to deploy hundreds of new workstations to various departments

Troubleshooting and resolution with general Desktop Support

City of Tulsa (Contract project with GDH Consulting) October 2012 – Nov 2012

Contractor, Desktop Support

Provided technical support for police officers in the Tulsa Police Department

Used Active Directory to add workstations to the corporate domain

Used Altiris and McAfee ePolicy Orchestrator to push network agents

NCR Corporation April 2010 – October 2012

Full-Time, Customer Engineer

HIPPA compliance experience: I worked inside Wal-Mart pharmacies multiple times every week

Served the technical needs of retail customers of NCR

Maintained front-line relations with NCR customers as a "face of the company" person

Provided hands on deskside support for numerous Fortune 500 companies

Used and supported VPN and wired/wireless networks

Used and supported Microsoft Windows 98 / 2000 / XP / Vista / 7 operating systems

Supported corporate Desktop and Server Computer Hardware and Software

Supported client-side Thin Clients on VMware system

Supported NCR's proprietary retail computer products such as Cash Registers, Receipt Printers, Money Center Express (ATM machines in Wal-Marts) as well as PC's, servers, and Lexmark printers

Entrusted with company "Fleet" vehicle and company fuel card for said company vehicle

Worldwide Tech Services (Part-Time) December 2009 – April 2010

Quality Service Partner

Warranty Repairs of Field Replaceable Unit (FRU): DELL and IBM/Lenovo Hardware Certified

Zeledyne Tulsa Glass Plant (Contract project with IBM/SPHERION) June 2008 – August 2008

Contractor, Desktop Support

Migrated hundreds of proprietary Windows 98 and XP Pro computers to new corporate secured domain

Recommended software solution that IBM purchased which improved user profile migration plan

Ensured complete data migration and functionality of users' Lotus Notes

EDUCATION

Oral Roberts University Bachelor of Arts Tulsa, Oklahoma

Contact this candidate