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Desktop Support Manager

Location:
Randolph, MA
Posted:
September 26, 2020

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Resume:

EKENE AWUZIE

** ******* ******

Randolph, MA ****8

Phone: 781-***-****

EDUCATION University of Massachusetts, Boston, MA

Major Courses: Systems Analysis and Design; Computer Communications Networks; Discrete Mathematics; HTML programming; Client Server Programming using Microsoft Visual Basic; Database Design and Management using Oracle, DB2, Pro C and C++; Embedded SQL (using Pro C and C++ in writing database programs, creating/altering views, triggers and constraints); Classes in JAVA, C, C++

Insight Training School, Boston, MA

Training in UNIX (Solaris) Administration completed: installation; packet; creating users, print and printers; networking and troubleshooting. Cisco Administration: Telnet, TCP/IP, OSPF, RIP, Static and Dynamic Router; network monitoring using Computer Associate’s Network Sniffer Wentworth Inst. of Technology, Boston, MA

Associate in Science (Magma cum Laude), Electrical and Electronics Engineering Major courses: Circuit Theory I, II; C Programming; Technical Communication; Calculus I, II; Logic Circuit; Data Structure; Embedded Circuit; AutoCAD Boston Computer Training Center, Boston, MA

Certificate in PC repair and troubleshooting obtained. Building PC from scratch, OS and software installation. PC and software troubleshooting. Training in Administering Microsoft Windows NT Server/Workstation, Networking Essentials, TCP/IP, Microsoft Exchange, Proxy Server. COMPUTER SKILLS

Expert experience in Windows NT 4.0 Server, NT Workstation, NT Server in the enterprise; Windows 2000 Server/Professional, Windows 2003/2008/2012/2016 Server; Microsoft Active Directory (AD); Windows XP/Vista/7/8/10 desktop, DOS, Mac OS, Apple iOS and Google Android for phones, Linux; Microsoft Exchange, SMS Proxy DNS, WINS, DHCP

(using TCP/IP, NetBEUI and IPX) Servers; Microsoft Remote Access Server (RAS) and remote connections; System Center Configuration Manager (SCCM); Microsoft Office Suite

(Word, Excel, PowerPoint, Access, Outlook, FrontPage and PowerPoint) versions 96/97/2000/2003/2007/2010/2013/2016; ProofPoint, Office 365, OKTA, Dell Data Security, Adexes, Rescue Assist, Bomgar, ServiceNow, Slack, Jamf, Webex, Zoom, Adobe Acrobat

(Reader and Writer); Lotus Notes, POP3/IMAP configurations; web browsers such as Microsoft Internet Explorer, Microsoft Edge, Mozilla Firefox, Netscape, Safari, Opera, and Google Chrome; Veritas Backup Exec, Seagate Backup Exec; fault tolerance using RAID; antivirus software like Norton, Kaspersky, McAfee, etc; VPN, Norton Firewall and Security Suites, Cisco ASA and Meraki firewalls, different imaging software;

Intermediate experience in Solaris, Linux, Cisco routers, Installing/Configuring Oracle, DB2, SQL, C, C++, JAVA and Microsoft Visual Basic programming, VMWare Horizon;

Expert experience with HP, Dell, Acer, IBM, Lenovo desktops and laptops and others, tablets

(iPad and Androids) and readers (Kindle, Nook, etc), phones (Android and iPhone) and other handheld devices;

EXPERIENCE

January 2020 to TEK Systems @ Foundation Medicine, Inc. Cambridge, MA Present Systems Support Specialist

Provide first-line support for IT related services for employees and clinical lab

Triage incoming tickets, resolving where possible and escalating amongst team if needed

Responsible for user account creation and management

Support and troubleshoot system issues related to end-user IT equipment

Support and troubleshoot network issues related to desktop/laptops including VOIP phones

Support and troubleshoot COTS (commercial off the shelf) software issues

Responsible for supporting audio and visual equipment

Responsible for new user setup and laptop imaging

Participate in 24x7x365 on-call rotation on an as needed basis Page 2 of 4

October 2019 to TEK Systems @City of Boston - Boston, MA January 2020 Windows 10 Migration Specialist

Provide first- and second-level support for migration from Windows 7 to Windows 10

Backup old PCs and user data; restore user data

Setup new computers or reimage existing ones that are Windows 10 compatible

Setup and install PCs and peripherals; configure PCs and peripherals like printers, cash and ticketing machines and scanners

Take inventory, tag assets and document and escalate problems and requests as appropriate.

Perform next-day support to help staff migrate data, setup applications, emails, printers, and so on; diagnose and troubleshoot arising problems, escalate if necessary

ravel to City of Boston facilities and buildings to provide assigned services

Worked in a special team that migrated Mayor’s Office and the City Council May. 2019 to TEK Systems @ IBM – Santander Bank Windows Migration Project, Boston, MA October Helpdesk / Migration Support Analyst

Provide first- and second-level support for migration from Windows 7 to Windows 10

Backup old PCs and user data; restore user data

Setup and install PCs and peripherals in branches: configure PCs and peripherals like printers, check readers, ID checkers, bank card readers, and signature pads

Take inventory, tag assets and document and escalate problems and requests as appropriate.

Perform next-day support to help staff migrate data, setup applications, emails, printers, and so on; diagnose and troubleshoot arising problems, escalate if necessary

ravel to branches in Massachusetts, Rhode Island and New Hampshire to provide assigned services

Dec. 2018 to Kforce @ Boston Properties, Boston, MA Apr. 2019 Desktop Support Specialist

Respond to requests for assistance in person or via remote support tools. Support users in five cities: Boston, New York, Washington DC, Los Angeles, San Francisco

Document and escalate problems and requests as appropriate.

Perform and / or coordinate the repair of hardware.

Support the use of operating systems and software applications including, but not limited to, Windows 7, Windows 10, Office 2016 VMWare Horizon View, Adobe applications. imaging software, MDT and System Center Configuration Manager (SCCM).

Configure and support Microsoft Exchange and Outlook on smartphones (iPhone and Android) and tablets (iPad and Android).

Oct. 2017 to Greater Godage, Randolph, MA

Present IT Specialist

Providing IT service to small business/offices and homes. Make recommendations to clients for network, equipment and other hardware, software and operating system’s needs.

Providing IT service to small business/offices and homes. Make recommendations to clients for network, equipment and other hardware, software and operating system’s needs; develop networks and enterprise solutions for clients based on their needs; develop internet access based on needs; install and maintain Microsoft Windows 2012 and 2016 and Linux servers and servers' software and hardware; install LAN/WAN and Internet services; install and maintain Microsoft Windows desktops and laptops, Mac, iMac and MacBook; install and upgrade software and hardware; create users, computer accounts and assigning rights and permission; develop and implement user/staff training on system, software, backups and provide other necessary phone support; support installed services and operations; make on demand visit to clients' site; liaise with vendors; remain current of regulatory issues and requirements as they relate to the systems and service delivery methods. Page 3 of 4

Jan. 2006 to Linek Technologies Ltd, Lagos

Sept. 2017 IT Services Manager

Oversaw the day to day running of the ICT operations of a computer service delivery company and made recommendations to clients for network, equipment and other hardware, software and operating system’s needs.

Oversee the day to day running of the ICT operations of a computer service delivery company. Make recommendations to clients for network architecture, equipment and other hardware, software and operating systems (OS) depending on business needs; maintain and manage relationships with vendors; develop networks and enterprise solutions for clients based on their needs; develop internet access based on needs; install and maintain Microsoft Windows 2003/2008/2012/2016 and Linux servers and servers' software and hardware; install LAN/WAN and Internet services which may include VSAT services; install and maintain mostly Microsoft Windows Vista/7 desktops, desktop software and hardware; create users, computer accounts and assigning rights and permission; develop and implement user/staff training on system, software, backups and provide other necessary phone support; support installed services and operations; make on demand visit to clients' site; liaise with vendors; remain current of regulatory issues and requirements as they relate to the systems and service delivery methods.

Some of the clients include Nigeria Institute for Oil Palm Research, Power Holding Corporation of Nigeria, Swift Networks, Orange Drugs Ltd, Citizens Electronics. May 2000 to Mass Highway Dept, Boston, MA

Oct. 2005 Associate Network Administrator/Desktop Specialist

Administration in Microsoft Windows environment and co-manager of network with three remote sites

Administration in Microsoft Windows environment: Windows NT/Windows Professional/Windows 2003 Servers; co-manage a network with three remote sites each connected to the domain by T1 line and the fourth by a microwave link; create and manage users and computer accounts, assign rights and permission, set user and system policies; administer and maintain Microsoft Exchange Server, DHCP Server (running WINS and DNS), Systems Management Server (SMS), Files, Print and Application Servers; manage network security and firewall, update of antivirus on servers; install and upgrade of server software, patches and updates; monitor and improve network traffic; use SMS or Net Meeting to take computer inventory and to write, package and send software; automate and remotely do installation on workstations using SMS or by creating batch files to run on user's log in; provide desktop support over the phone; manage remote access services; manage and maintain backups of files, emails and sundry with Veritas Backup Exec; implement Fault Tolerance; provide one-on-one user training as needed; participate as necessary with other staff/department and vendors to ensure efficient implementation of new products and services

(including hardware and software).

Mar. 1999 to Dupont Pharmaceuticals, Billerica, MA May 2000 Desktop Specialist

Installed and upgraded software and installed and configured new PCs and laptops

Install and upgrade software; install and configure new PCs and laptops running Windows NT/95/98 and printers (HP, Epson, Canon); create user and computer accounts; assign rights and permission. use Systems Management Server (SMS) to take computer inventory and remotely do installation and troubleshooting of workstations; order, repair and replace PC/Laptop parts; configure remote access dialing; provide phone support/troubleshooting of remote/field users' problems; administer Print Servers; administer and maintain backups with Seagate Backup Exec.

Nov.1998 to United States Dept. of Agriculture @ Tufts University, Boston, MA Mar. 1999 LAN / Desktop Support

Configured new PCs, Mac OS and printers, and installed and upgraded software.

Configure new PCs (Windows NT/95/98), Mac OS and printers; install and upgrade software, transfer users' data to new PC; configure PCs and Macs for the network; help users migrate their email from Eudora/POP to Netscape/IMAP; work on year 2000 (Y2K) BIOS and Page 4 of 4

software fixes; maintain backups; troubleshoot PC and Mac; create user and computer accounts; add and remove computers to and from the domain; assign rights and permissions, maintain inventory database; worked with UNIX servers Sept. 1997 to Universal Computers, Boston, MA

Oct.1998 Computer Technician

Building, repairing, upgrading, troubleshooting and repairing of PCs. Installation and troubleshooting of printers and software.



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