Manager Desktop Support. Engineering Support
Resume:
Patricia L. Glass
*** ***** **. ***** ******, IA 52233
adk0lz@r.postjobfree.com
I have strong trouble shooting and analytical skills and outstanding customer support skills. I can reprioritize easily while working independently. I have over 20 years in the IT arena; PCs, laptops, mobile phones and 24x7 data centers, deployment, troubleshooting, and report and document creation. System migrations. LAN, WLAN, SWITCHES ROUTERS WIRED AND WIRELESS Most of my experience is in trouble shooting, IMAC, PC Trouble Shooting, cabling (Ethernet and fiber) I have not built a network but have full understanding of networks My goal is to utilize my skills to ensure smooth continuity in all areas.
SKILLS EXPERIENCE:
Migration of systems; Antivirus: McAfee, MS Essentials, Norton, etc.
Help Desk Support, Desktop Support and Field Support. MFA Support, VCenter, VMware
AD Management; Deployment/Repair of PCs/Laptops/ Scanners and Printers
Implementation of Disaster Recovery Operations
Change Control Management, Total Quality Management
Operation Support for Data Centers 24x7x365; Create new images for deployment of hardware.
Creation/modification of procedures and processes
Ticketing systems; Service Now, Remedy, HEAT, InTune for Device Management
Google Sheets, Docs, etc. Various email applications.
TECHNICAL PROFILE:
Software: Windows XP, 7, 8 & 10, Office 365,Open VMS, VAX/VMS, DCL, Decnet, TCP/IP, FTP, CMS, AIMPage, Target Batch, Visio, Corel, Lotus Notes, 123,Excel and Freelance, MS Project, Novell, MS Exchange, MS Outlook, REMEDY, Heat and Service Now. VMWare, VSphere, Win Server 2003, 08, 12, & 16. Google Docs/Sheets.
Hardware: All Desktops and Laptops; Printers, Scanners, iPads, iPhones, MAC, VAX/ VMS Systems; Alpha ES40, VAX machinces, Honeywell CP6, IBM System 38, LANs and WANs. XEROX Printers, SUN PC, AS400, Break fix of Xerox, Lexmark, HP, Dell Printers.
Kenan Advantage Trucking ( Contractor Beaconhill Staffing) Nov 2020 – Dec 2020
Tech/Tablet Training – Setup Training Program to move Truck Drivers from paper logs to Tablets.
Aegon/Transamerica (Contractor Whitenack ) Feb 2020 - Current
Printer Maintenance – Contract 6400 C Street SW, Cedar Rapids, IA 727-***-****
Maintain, and train customers, for over 200 printers in the Cedar Rapids area. Customer facing skills and
using SNOW system to receive, resolve and create incidents.
Marriott Hotels (Contractor JMark) Oct 2019 - OCT-2019
4853 Systems Support -Temporary-IMACS: Collins rd, Cedar Rapids, IA 52402 319-***-****
Replace 20 computers, desktops and laptops, from Windows 7 to Windows 10; Train users, assist in printer issues
Coordinate with each department and add secondary monitors to all systems.
Collins Aerospace Jan 2019 - Aug 2019
IT Project Support EOL 2008 OS 319-***-**** 400 Collins Rd. NE 100 Cedar Rapids, IA
Coordinate 1200 2008 servers to either migrate/isolate/archive these systems, mostly virtual machines.
Submit tickets to have servers built, migrated to other domains, modified or decommissioned. Maintain the migration schedule and assist all customers on process of this work. Assist Sr Project Manager as needed. Use SNOW ticket system
MDVIP Corp. Dec 2017- June 2018
Help Desk/Service Desk Technician
4950 Communication Ave Suite 100 866-***-**** Boca Raton, FL
Handle all phone calls for over 450 employees in the field and in the corporate office. Fix and troubleshoot iPads, iPhones, Desktops and Laptops (Dell) and androids. Use HEAT ticket system to resolve issues. Re-image laptops.
TEK Systems (Rockwell Collins) Oct 2017 - Nov 2017
SR. PC Technician 319-***-**** 400 Collins Rd. NE 100 Cedar Rapids, IA
Ensuring all employees are utilizing MFA login, over 1000 employees. Perform systems moves and changes.
Rockwell Collins/Modis Aug 2016 - July 2017
Wintel 1 Systems Tech/Level 1 Support 319-***-**** 400 Collins Rd. NE 100 Cedar Rapids, IA
Supporting over 5000 servers, globally, using Windows Server 2003, 2008 & 2012 and some UNIX. Specific duties include; Server management – server reboot requests, Monitor Server Operating System.
Celebrity Staff Mar 2016 – May 2016
Systems Support 13609 California St, Omaha, NE 68154 402-***-****
Support 4 Engineers with various applications; CAD, PowerPoint, Excel, Outlook, ProjectWise, Connectwise and MS Access, Maintain/create databases, PC Support, Printers and Copier as required.
Kelly Services Agency Nov 2014 – March 2015
Systems Engineering Support 200 1st St SE #10 Cedar Rapids, IA 52402 319-***-****
HDR Engineering (ended May 2015); See skills from previous position at Celebrity Staff.
Rockwell Collins, Cedar Rapids, Iowa March 2008 to Oct 2008
Systems Support – Contractor 319-***-**** 400 Collins Rd. NE 100 Cedar Rapids, IA
Perform hardware/software upgrades, new installs and recovery. Test and evaluate software to ensure better performance. Troubleshoot issues on PCs and Laptops for end users. Maintained trouble tickets via Remedy software. VMS & Open VMS..
Computer Task Group, Inc. Univ of TX Children's Hospital April 2007 – Feb 2008
Sr. Systems Analyst – Contractor
Create operational documentation to ensure stability of system, upgrades, backups and script modifications. Member of Change Control Committee to ensure all changes did not affect other systems or teams.
Aramark US Offshore and Remote Sites, Houston, TX _ Feb 2007 – April 2007
IT Specialist - Contractor
Lead project to deploy Windows based desktops and laptops to 55 rigs, ships and land camps that provide hospitality services. Set up systems to utilize Skype calling, Scanners, Printers and Email
Rockwell Collins, Cedar Rapids, Iowa Nov 2006 to Feb 2007
Systems Administrator/Support – Contractor 319-***-****
Perform hardware/software upgrades, new installs and recovery. Test and evaluate software to ensure better performance. Troubleshoot issues on PCs and Laptops for end users. Maintained trouble tickets via Remedy software. VMS & Open VMS.
MD Anderson Cancer Center, Houston, Texas April 2001 to Oct. 2005
Sr. Systems Specialist – Reporting to Director of Technology
Resolve issues when present and evaluate needs for enhancements. Manage DR Site. Provide direct operations support on a 24x7 basis, including; integrity checks of database, monitoring system performance, coordination of all system downtime to include; installing upgrades, patches, layered products, licenses and change management control. Create MS access DB for temperature control information and reporting. Maintained Disaster Recovery Center.
REFERENCES
Rob Thomas
Supervisor, Kenan Trucking
James Day
Supervisor, Aegon/Transamerica
Mike Zuercher
Data Center Delivery Lead, Rockwell Collins
Cedar Rapids, IA
John Cole
Manager, Infrastructure Services
Cedar Rapids, IA
Steve Smylar
Manager Marriott Hotel Collins Rd
Cedar Rapids, IA
Gabby Leao
Sr Systems Lead, Help Desk
Boca Raton, FL
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