Engineer Desktop Support

Demeatres Fontaine

Philadelphia, PA ***** 857-***-**** ***************@*****.***

Technical Summary

Languages: HTTP, SQL, PowerShell, Platforms: Windows, Mac OS X, iOS, Android, Azure, VMWare Networking: LANs / WANs, TCP / IP, VoIP, DNS, Wireless, Active Directory Domain Controllers Hardware: iPads, iMacs, tablets, desktops, laptops, printers, scanners, projectors Applications: SFDC(Salesforce), MaaS360, Microsoft Teams, Microsoft Team Foundation Server, Kaseya, SonicWall, Bitlocker, Virtualization

Experience

Web Application Support Engineer, Appgate/Cyxtera

March 2016 – May 2020

While in this role, I worked closely with customers to implement the web application in their cloud environments or on premises. I was able to work with Sales teams to provide additional resources and upsell opportunities with existing clients. I worked with system administrators to provide technical direction, e.g. how to install SQL server, write SQL queries, write Powershell scripts, how to create servers in a virtualized environment otherwise known as server virtualization, detail the use of how to include the use of a proxy server in the configuration of the web application. In this role I was tasked to find and report software bugs, and to provide a root cause analysis for issues regarding installation, or usage of the software. Many of the customers were in a different time zone and as a result, this position was a remote position.

Executive Support Engineer, Commonwealth Care Alliance

April 2012 – March 2016

In this role, I started as a desktop support engineer and eventually became executive IT support for the downtown Boston HQ office. In this roll our team managed Group Policy rollouts in Active Directory, worked with SCCM to deploy applications, used the Windows patcher to update Windows endpoints, and would update windows drivers. While in this role, our team was able to implement a Windows 7 rollout of new laptops for new and existing users, mobile device management (Maas360), Bitlocker rollout, facility

expansion, as well as an iPhone/iPad rollout. During this time, I worked as Executive IT Support and participated in the planning involved in how to rollout these updates without impact to the user’s service or function.

IT Field Support Technician, Tech Networks of Boston

November 2009 – April 2012

In this role, I worked with clients that needed server support or networking support in remote locations. My duties would include, visiting the client site, determining what the problem was, updating the servers, updating/rebooting wireless access points, and to be on call during after-hours and on the weekends.

Education: Shriver Job Corps Deven, MA

Advanced Computer Systems Administration 2008-2010

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