Desktop Support Engineer

ModiePROFESSIONAL SUMMARY:

Highly experienced Desktop Support Engineer/Lead with leading companies. Master’s Degree in Management Information Systems. Specialize in Troubleshooting VPN connections, remote desktop support, image application, IOS/android Device support, data migration. Strong communication skills with both technical and nontechnical staff. Chicago based, willing to travel. https://www.jobma.com/jm0x1505406286

TECHNICAL SKILLS:

Hardware: IBM, HP, Compaq, Dell, MPC, Gateway, Macintosh, AMI, ACER

Software: MS Office 2003/2007, Office 365. Lotus Office Suite, Adobe Acrobat, Adobe Photoshop

NOS: Microsoft Windows Server 2003, Novell NetWare, IBM OS/2, and Banyan VINES

Production: MS Office 2000-2010 (Word, Excel, PowerPoint, Access Outlook), Lotus Office Suite/Notes Databases, EIDM, Afaria (SAP), People Soft, MS SCCM, Symantec Endpoint Encryption,

OS: MS Windows 8, 7, Vista, XP, Server 2003/2008, IBM OS/2, Mac OSX MT (Lion, Lion, Leopard, and Tiger)

Specialties: Troubleshooting VPN connections, remote desktop support, image application, IOS Device support, data migration

Help Desk Tools: Active Directory, Norton Ghost, Remote Access tools: RDP, Dameware, PC Anywhere,

Windows Migrations: SCCM, USMT, Windows MDT, Norton Ghost, Zero Touch, Lite Touch, PXE Boot,

Malware Tools: IOBit Uninstaller, Avira Antivirus, Norton, McAfee Antivirus, Malware Bytes

Platforms: Lenovo, DELL, Toshiba Satellite, Blackberry, [Thin- and Zero-Clients]: (Wyse, HP, Cisco, DEVON)

Ticketing Systems: Lotus Notes, Outlook, BMC Remedy (ITSM), Service Now (ITSM), Footprints, Clarify, iLog (Apple)

PROFESSIONAL EXPERIENCE:

System Administrator /Desk Support Lead (Contract) 02/2021 – Present

Team ISCI/Captain James A. Lovell Federal Health Care Center (FHCC) North Chicago, IL

Platforms: Dell, Lenovo, HP

Service Now Certified

Asset management/procurement manager

oMigrated 300+ end user devices without losing EU data or associated corporation assets

oHelped smoothed the transition from Windows 7 to windows 10 for over 2500 non-technical end users

oContributed ideas to improve the migration process. Once implemented ensured a smooth transition for future migrations.

Skills utilized: Remote desktop support, Windows 10, GPO's (Group Policy Objects), DATA Base Management, Network Drive/printer mapping, VPN Support, Exchange Server Administration

Desktop Support Engineer / Lead (Contractor) Oct 2020 – Dec 2020

Modis IT Staffing/CPT Network Solutions Bensenville, IL

Platforms: Lenovo P51 series

oResponded to inbound trouble-ticket calls

oProvided 1st-call resolution for field technicians at client sites

oRouted/escalated calls that were beyond the scope to higher-level queues

Skills utilized: Remote desktop support, Windows 10, GPO's (Group Policy Objects), DATA Base Management, Network Drive/printer mapping, VPN Support, Exchange Server Administration

Desktop Support Engineer (Contractor) Jan 2020 – Nov 2020

Barrister Global Services Network/Thomson Reuters/HCL Chicago, IL Platforms: DELL 5000 series through 7900 series

*Resolves tickets from Service Now (SNOW)

*Complete service requests from (SNOW)

Build Windows 10 computers

Office 365 and updates

SCCM software Installations

Executive (White Glove) support

oMigrated 300+ end user devices without losing EU data or associated corporation assets

oHelped smoothed the transition from Windows 7 to windows 10 for over 2500 non-technical end users

oContributed ideas to improve the migration process. Once implemented ensured a smooth transition for future migrations.

Skills utilized: Remote desktop support, Windows 10, GPO's (Group Policy Objects), DATA Base Management, Network Drive/printer mapping, VPN Support, Exchange Server Administration

System Administrator/Windows 10 Engineer (Contractor) Aug 2019 – Dec 2019

Make Corporation/Meridian IT Deerfield, IL Platforms: Lenovo T480 through T590

Windows 2018/12 Server Domain Controller & Active Directory set up

Windows 7/10 installation

Microsoft Office Automation (Word/Excel/PowerPoint/Visio)

Druva Server Administration

AD/Exchange Account creation/server administration

oApply Windows 10 image

oManage AD/Exchange Account

Skills utilized: Remote desktop support, Windows 10, GPO's (Group Policy Objects), DATA Base Management, Network Drive/printer mapping, VPN Support, Exchange Server Administration

Windows 10/O365 Migration Engineer (Contractor) Feb 2019 – Aug 2019

Iron Systems/Shire/Takeda Pharmaceuticals Bannockburn, IL

Platforms: DELL 5000 series through 7900 series

*Resolves tickets from Service Now (SNOW)

*Complete service requests from (SNOW)

Build Windows 10 computers

Office 365 and updates

SCCM software Installations

Executive (White Glove) support

oMigrated 300+ end user devices without losing EU data or associated corporation assets

oHelped smoothed the transition from Windows 7 to windows 10 for over 2500 non-technical end users

oContributed ideas to improve the migration process. Once implemented ensured a smooth transition for future migrations.

In summary, Re-imaging & Win10 refresh project from End User on Windows 7 to Windows 10 Dell 5000 series through 7900 series Laptops. Duties are as follows: Full Use of Active Directory, SCCM, Config. Management, full Admin access to Active Directory rights for adding users, removing users, updating and adding Group and user policy updates, bios and driver Updates as needed per unit. Repair and replacements using Dell Tech support when needed, within proprietary networks and Domains, currently SME and full understanding of Win10 Imaging systems CMDB (Change Management Data Base) using PXE boot loading. Refreshing EU clients with Active directory, SCCM, and DBM utilities to bring EU up to date with User Policies, Group policies, MS Outlook, IE, Cisco Jabber, WebEx, Skype for Business.

Skills utilized: Remote desktop support, Windows 10, Office 365, GPO's (Group Policy Objects), DATA Base Management, Network Drive/printer mapping, VPN Support.

Desktop Support Tech Contractor Nov 2018 – Dec 2018

CDI, LLC/Anixter Glenview, IL

Platforms: DELL

*Resolves tickets from Service Now (SNOW)

*Complete service requests from (SNOW)

Build Windows 10 computers

Manage Bit locker on laptop assets

Office 365 and updates

SCCM Installations

Audio/Visual conference room support

Executive (White Glove) support

Skills utilized: Remote desktop support, Windows 10, Office 365, Active Directory (AD), GPO's (Group Policy Objects), Data Base Management, Network Drive/printer mapping, (MDM) Software Installation, and VPN Support

Desktop Support Tech (Lvl II – III) Contractor 05/2018 – 08/2018

ACS/Wipro/Northern Trust Chicago, IL

Platforms: DELL/HP

Built Windows 10 computers

Managed Bit locker on laptop assets

Office 365 and updates

SCCM Installations

Audio/Visual conference room support

Executive (White Glove) support

Skills utilized: Remote desktop support, Symantec RSA administration, Office 365, Active Directory (AD), SCCM, GPO's (Group Policy Objects), Network Drive/printer mapping, (MDM) Software Installation, support for IOS/Android devices and Executive-level & White-Glove Technical Support ), VPN Support

Window 10 Migration Engineer (Contractor) Nov 2017 – Apr 2018

Kforce Technical Staffing/Blue Cross Blue Shield Chicago, IL

Platforms: DELL, HP, and Lenovo

Skills utilized: Imaged Windows 10 as sets with PXE Boot, USMT Data Capture, Office 365, Active Directory (AD), SCCM, USMT Data Capture, GPO's (Group Policy Objects), Network Drive/printer mapping, (MDM) Software Installation, support for IOS/Android devices and Executive-level support, VPN Support

Desktop Admin Tier2 (Contractor) May 2017 – Aug 2017

Axelon Technical Services/Marsh Clearsight Chicago, IL

VPN Support

New-Hire orientation

oOffice/Cubicle Setups: Keyboard, mice, Monitors

oPC Setups

oMcAFee EPO Administration/Bit Locker Administration

*Skills utilized: Imaged Windows 7 assets with PXE Boot, USMT Data Capture, Office 365, Active Directory (AD), SCCM, USMT Data Capture, GPO's (Group Policy Objects), Network Drive/printer mapping, (MDM) Software Installation, support for IOS/Android devices and Executive-level support.

Miscellaneous IT Engineering Roles July 2012 – Nov 2015

Lead Windows D4eployment Engineer July 2015 – Sept 2015

LEAD Windows Deployment Technician Nov 2012 – Sept 2013

Network Engineer (team lead) Jan 2013 – May 2013

oClients:

Pepsi-CO (2013 – 2014)

JPMC (2011 – 2012)

Red Vision (2012 – 2013)

Exelon (2013 – 2014)

BMO Harris Bank (2014 –2015)

Skills utilized: Imaged Windows 7 & 10 assets with PXE Boot, used Windows Power shell, SCCM, USMT Data Capture, Office 365, Active Directory (AD), SCCM, USMT Data Capture, GPO's (Group Policy Objects), Network drive mapping, Mobile Device Management (MDM) Software Installation and Executive-level support.

@Home Remote Technician Jul 2012 – Nov 2012

Kelly-Connect Apple Chicago, IL

Performed troubleshooting and resolved level 1 end-user technical support requests

Supported Apple’s suite of i-Products including iPad, iPod, iPhone, and iCloud and provided telephone, remote and issue escalation support to end users for Apple products.

Provide technical support to end-users regarding computer hardware and software

Configures and installs Windows workstations and operating systems in response to the demands of the network.

Skills utilized: Demonstrated ability to empathize with customer issues, provide remote technical support for IOS/Android devices and the ability to transfer difficult cases to appropriate departments.

PC Engineer D/Contractor Aug 2011 – March 2012

Synectics @Abbott Laboratories Waukegan, IL

Platforms: DELL and Lenovo Laptops

Provided level 3 technical support using a suite of remote access tools; 100% phone support

Managed and escalated tickets: monitored my queues and managed service alerts (Remedy ITSM and Clarify)

End User provisioning - Created and initiated the authorization of end user profiles on all Abbott systems. Also initiated changes to user profiles and/or deletion of old user profiles

PC Provisioning - Acquired, configured and managed-along with vendor-the installation, configuration and upgrades of company approved desktop and laptop devices

Supported Lotus Notes and Outlook 2003, 2007 and 2010.

Maintained computer peripheral devices like printers and resolved associated problems

Skills utilized: Computer Operations, Help Desk, Device management, Active Directory, SCCM application troubleshooting, Citrix, VPN, Remote Access/RDP, backup support and Executive-level support.

INTERNSHIPS

Technology Intern/IS Intern (Part Oct 2010 – May 2011

Chicago Career Tech Program Chicago, IL

Installed/uninstalled software applications, reset accounts and passwords, mapped network drives, installed and configured network printers.

Wyse & Cisco Thin-Client implementation

Responded to requests for technical assistance via phone, in person or electronically

Provide technical support to end-users regarding computer hardware and software

Perform configurations and Break/Fix in a PC configuration and setup environment

Skills utilized: Remote desktop (RDP), panel patching, thin-client configuration/virtual desktop deployment, MS Office 2003-2007, Executive-level support

Field Support Engineer (Concurrent with other engagements) Aug 2007 – Dec 2014

SmartSource Chicagoland

Window OS Migration

Desktop/thin Client deployment

Network Printer Installation

PC Break/fix

Installed and tested desktop software applications and internet browsers.

Performed Tests on computers to ensure proper functioning of computer systems.

Skills utilized: Windows 7 OS/Data Migrations, VoIP telephone configuration and support, Exchange Server migration, Outlook server migrations, printer installations, thin-client configuration.

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MIGRATIONS:

1. OS Migrations:

oWindows XP -7:

JPMC 2012

Red Vision 2012

Excelon 2014

Takeda Deerfield 2015

The Citadel 2015

UBS Bank 2014

BMO Harris Bank 2015

Windows XP-8:

oIndependent Living Systems: 2016

oAbbott Labs 2016

Windows 7-10:

oBlue Cross/Blue Shield 2019

oCarMax 2018

oR1RCM 2020

oThomson Reuters 2020

oShire/takeda 2019

oMeridian 2019

oAnixter 2019

Exchange Migrations:

oMeridian 2019

oWells Fargo/Wachovia 201

IS Intern Jan 2007 – Jun 2007

V A Hines Information Technology Center Hines, IL

PC Technician Dec 2003 – Jan 2007

IRTC Manufacturing Newark, NJ

Skills utilized: Windows 7 OS/Data Migrations, VoIP telephone configuration and support, Exchange Server migration, Outlook server migrations, printer installations, thin-client configuration.

Navigation Electronics Technician (IT) Apr 2001 – Dec 2003

United States Navy Kitsap, WA

Healthcare IT

Jesse Brown VAMC (2008 – 2009): Windows XP to Windows 7 deployment

Edward G. Hines VAMC (2007 – 2008): Desktop Support Technician

Advocate Condell Medical Center (2010 – 2011): Service Desk technician

Abbott Laboratories (2012 – 2013): Level III Desktop support

Baxter Pharmaceuticals (2014 – 2015): VoIP installation/configuration Engineer

Independent Living Systems (2015 – 2016): Desktop Support Technician

EDUCATION:

Bachelors of Science in Business Administration in Information Technology

Colorado Technical University, July 2005

Masters of Science in Management-Information Systems

Colorado Technical University, March 2008

CERTIFICATIONS:

CompTIA Network, N+, 2014

Dell Certified Systems Expert - DCSE, 2013, 2015

Microsoft Digital Literacy - MDL, 2011

CompTIA IT Technician, A+, 2008

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