Warren W. Smith

Jacksonville, Florida *****

Cell 904-***-****

adlkci@r.postjobfree.com

Education

Training and Development within Johnson and Johnson. Jacksonville, Florida

J&J/ Xerox Business Systems. October 2013

Certificates In:

I/T Shared Services Compliance Education

Records and Management Training

IAPP-English-Only Version 8

Global Training Policy (POL-1111 Version 2.0)

Curriculum Vitae (Curriculum Vitae Version 1.0)

New Horizons Computer Learning Center. Westbury, New York

May 2001 to February 2002

Certificates In:

A+/Network+

PC Assembly

Hardware/Software Skills

Windows 2000

DOS 6.22 and Career Preparation Skills.

Employment

TEKSystems (Bank of America) Jacksonville, Florida

Production Support Technician 11/11/2019-02/19/2021

Assisted users having Windows 7 and Windows 10 OS with accessing their computers using Bitlocker.

Working with users not being able to logon to their Horizon HVD or with Citrix WorkSpace desktops and notebooks working from home.

Assisted users with password resets with Active Directory.

Used such proprietary software tools such as the tool belt to assist with WFH users and financial center employees.

Within the Premium Service Desktop software can access user profile such as Support tag, Safepass for Multi Factor Authentication to check token accounts for users and re-enable tokens that have been disabled.Assisted users with new iphone 11 with setup with all the software needed for their role with the bank and Merrill Lynch.

Using UEM client website to capture their email address to access their iphone info and provide activation password and keys to access their emails.

Provided assistance at financial centers for with local and network printer issues and anything beyond level one will be escalated to level 2 HP or Xerox technicians.

Using Microsoft Remote Access (MSRA) remote tool to access user desktop and HVD's to work on software issues.

Using NICE web portal to access weekly schedules.

Using Avaya One-X to take in inbound calls from internal employees of the bank.

Using the IT help desk tool (Remedy) ticketing software to resolve or escalate tickets with detailed info from users.

Chat software by Bofa for TEKSystems using Mattermost to ask questions on tech issues that users would have to share with fellow techs and officers.

Using Skype for Business to chat with fellow techs and users managers for ticket creation and status on pending Remedy tickets.

Contractor requirements to take training moduals for meeting Bofa standards.

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Precision Resources (Client: Kemper Insurance) Jacksonville, Florida

Windows 10 Migration Technician, 09/10/2019 to 11/09/2019

Handle both project management and technical deployment of PC s

Migration of users from Win 7 to Win10 OS

Coordinate with AD team to pull the list of Win7 OS systems

Manage a deployment schedule for replacing the PC and migration of users

Work with procurement team and schedule the delivery of PC as per the schedule

Coordinate with users for cutover schedule and any communication needs

Work on PC Staging, Reimage and user provisioning

Cutover of user s data, applications & peripherals to new PC s

Handle any license recovery or reallocation issue for user applications

Coordinate with Active Directory team for AD clean up

Share weekly status report with customer project management office

SmartIMS Atlas Communications (CitiBank) Jacksonville, Florida Desktop Support, 08/21/2017 to 08/27/2019

2 years experience repairing desktop and laptop PC's (Dell, HP and Lenovo).

Familiar with ticketing system to update and close tickets – ResolveIT and Service Now.

Physically able to move PC’s 8 hours per day – Under desk, lifting and relocating devices.

Familiar with encryption tool such as Pointsec which is part of the laptop build process.

Familiar with Anti-Virus software using McAfee.

Building and imaging desktops, notebooks and thin clients.

Familiar with using deployment tools in a Windows 7 environment with access to RADIA proprietary Citibank software.

Familiar with using deployment tools in a Windows 10 environment with access to SCCM proprietary Citibank software.

Using Citibank's proprietary CTI Active Directory to use different naming conventions and assigning Citibank clients according to their departments such as, Commercial Cards with all the branches of the United States Government, Home Depot, Costco, American Airlines, Major Hotels etc.

In contact with various vendors for Dell, HP and Lenovo to replace and repair notebooks that are under warranty

Supported user environment of under 5000 users throughout the Citi Bank campus.

Familiar with cabling to trace out patch cables to a port.

Familiar with installing IP Cisco phones and logging in device.

Capable of reviewing floor plans to locate user to service tickets and requests

Alluvion Staffing Inc. (Stellar Construction) Jacksonville, Florida Tier 1 Help Desk, 01/16/2017 to 04/28/2017

First responders of contact for Stellar users.

Responsible for setting up new accounts of users in Active Directory using DCC servers.

Responsible for setting up users with Microsoft exchange emails using exchange10a servers.

Responsible for setting up users with Stellar main printer using the print1 server.

Setting up jobs for JDE for construction work within Stellar.

Using ZenDesk ticketing system to generate new tickets, sending emails through Zen Desk, Closing tickets when completed.

Creating Standard Operating Procedures when closing tickets for users.

Using standard Stellar checklist for Tier 1 for setting up user accounts from their role models, printers, emails, proprietary company software such as Contract Manager, JDE for Stellar employee time tracking software.

When creating users through Active Directory to make sure they are put into the right group or container according to who they will be modeling after as per confirmation from the VP or manager of the group.

Responsible for imaging Microsoft Surface 3 and 4 for Service techs, managers and VP's as well as Dell, Lenovo and HP laptops.

Using Bomgar desktop remote software, TeamViewer or Microsoft RDP to assist with resolving user issues.

Responsible for installing companywide proprietary software from the Stellar network path.

Installing Cisco AnyConnect VPN software for laptop users to gain control of their network drives and to access the intranet whether at the Stellar headquarters or at another Stellar satellite site location.

Responsible for installing network, Wi-Fi or USB printers for all Stellar users companywide in the US.

Use Skype for Business 2016 for The Stellar Group staff communication and Microsoft Teams for I.T. staff communication.

SA IT Services, Inc. (Bank of America) Jacksonville, Florida Windows 7 Refresh Technician, 12/10/2015 to 01/21/2016

Setting up new user Dell Latitude laptops to be imaged with the new Bank of America build software utilizing SCCM and Bart with their proprietary software. Once we receive users old laptops we will begin the backup process along with their new laptop to restore their user profile along with printers, mapped drives and also to configure their Microsoft Exchange email. If a user calls us we provide troubleshooting advice and to make sure they are satisfied with the end product.

Timus Inc. (Client: Emtec Inc.) Jacksonville, Florida

Desktop Support Technician, 01/19/2015 to 07/31/2015

Installed, assembled and configured computers, monitors, and peripherals such as printers, scanners, and related hardware.

Responsible for wiring laptop carts for All of Duval County Public Schools.

Responsible for migrating the City of Jacksonville’s city workers their data and transferring to a new Lenovo desktops and notebooks.

Responsible for migrating DCPS (Duval County Public School) school teachers and admins their profiles and migrating to Windows 7.

Using SCCM to deploy school software for student laptops.

Interactive Resources Inc. (Client: Fanatics) Jacksonville, Florida

Break Fix Technician, 12/2/2014 to 01/16/2015

Responsible for fixing 80 production HP printers and Zebra labelers on production lines that sends out via mail sports apparel, footballs and many more items.

Brooksource Inc. (Client: Voya) Jacksonville, Florida

Windows 7 Post Deployment Support, 08/11/2014 to 09/26/2014

Met with users in Windows 7 Post Deployment conference room to collect new Lenovo or HP EliteBook notebooks with new docking stations.Tell users about the new changes with their new laptops and what to expect from them.Look for users who have color flags in their cubicles to see how they are adjusting to their laptops and the software they have if it meets their requirements to do their job function.Troubleshoot any issues they may have until resolved. Collect checklist from users with laptops for final inspection.Setup Lenovo desktops for customer service users and troubleshooting any issues they may experience whether hardware or software related.

Capital Staffing Solutions (Client: Blue Cross Blue Shield) Jacksonville, Florida

Windows 7 Migration Coordinator, 03/05/2014 to 04/24/2014

Responsible for validating serial numbers on desktops to prepare for Windows 7 Migration.

Using SCCM through Active Directory to install software for users.

Send out emails to users scheduled for Windows 7 Migration along with appropriate software that they use.

To perform a Windows 7 migration for over 50 or more a given scheduled night by using Blue Cross Blue Shield’s Windows 7 migration website to monitor those computers.

If a user’s computer did not migrate due to system failure to replace and/or send emails letting them know about either a replacement pc with a new serial number or to reschedule for a later date.

To install a new system for users along with the software they use from SCCM

CoreTech Consulting. (Client: J&J Account Vistakon/Xerox Business Services)

Windows 7 Migration Technician, 09/04/2013- 11/26/2013 Jacksonville, Florida

Migrate users from Windows XP to Windows 7.

Use Directory Resource Administration to setup new computer names in the Vista OU container.

Install user’s proprietary programs via SCCM’s company website.

Backup user profiles by taking snapshots of their desktops and using Microsoft’s USMT to back up their entire profile.

To join the users to the JNJ company domain.

Responsible for imaging new laptops and desktops with J&J’s imaging software.To restore user’s state profile via Microsoft’s USMT restore process. Responsible for upgrading hardware as needed for users when possible.

Disys (Client: Advanced Disposal Services Headquarters) Ponte Vedra, Florida

Migration Helpdesk Support, 06/2013-08/2013

Used Dell KACE and Help Star 2012 ticketing software to open, send comments, email and closing tickets for Advanced Disposal employees.

Used Bomgar, Microsoft MSTSC and Join Me desktop remote software to troubleshoot user issues.

Resetting users’ password in Microsoft Active Directory.

Correcting and revising Advanced Disposal users to their proper OU's according to their site locations in Microsoft Active Directory.

Installing network and local printers for Advanced Disposal users at the headquarters and also by remotely for users at various locations.

Closing hung sessions for a user in a Citrix environment by accessing Citrix App Center to shut down application servers.

Accessing Control Maxx Agent Desktop see technicians’ time on a call with users within the company.

Used Outlook Exchange Server 2010 to send and receive emails.

Reset user passwords for Trux 7 Live for users at disposal transfer stations and offices.

Responsible for migrating users that were former Veolia and Interstate Waste System to migrate their laptop and desktop to join the ADS network.

IntelliPro (Client: Deutsche Bank) Jacksonville, Florida

Help Desk/ Desktop Support Technician, 12/2012-05/2013

Responsible for disconnecting workstations, packing up the workstations, reconnecting them at their new location and testing them to make sure they worked properly.

911 Computer Services Shirley, New York

Systems Administrator, 12/2009- 08/2012

Consult with clientele about issues with their current systems.

Troubleshooting and/or recommending new equipment if needed.

Installed Wi-Fi for internet access for clientele.

Assist small business with computer issues and to resolve them within a small time period.

Insight Global (Client: Long Island Power Authority) Nassau and Suffolk, NY

Migration Technician, 06/2009 -12/2009

Responsible for contacting users to schedule backup of their profile using a backup tool called ABU on legacy desktops to transfer their data to a 500GB Seagate external hard drive.

I.T. support of over 1000 users within Nassau and Suffolk counties in New York.

Participated in ghosting an image onto new notebooks and desktops and install company software and configure them as well as peripherals such as local and network printers by Dell.

Performed migrations from Windows XP to Windows 7.

Migrated users from Outlook 2007 to Outlook 2010

Used Remedy ticketing software to open, edit and close tickets.

Elite Technical (Client: McGraw-Hill Companies) New York City, New York

Migration Technician, 9/2007 – 11/2008

Responsible for obtaining users profiles using DameWare Mini Remote software to move their data from the hard drive to the network.

Imaging both laptop and desktop with the Mc-Graw Hill software and updating the device manager in Windows XP Professional.

Once I receive the user’s credentials then I configure their XP logon, intranet, printers and exchange server accounts for him/her to log on to the network.

Supported over 1000 end users at 2 Penn Plaza in New York City.

I then install the desktop/laptop for the user removing any legacy equipment if any and to make sure the user data migrated properly.

Used SRMS ticketing software by Unisys to open, edit and close tickets.

Design Strategy Corp.(Client: Bear Stearns Corp.) New York City, New York

PC Technician, 6/2007-8/2007

Used call tracking program called Remedy to open, edit and close tickets.

Installed flat panel monitors for executives, office personnel and stock traders.

Used remote desktop software such as Timbuktu to install programs for users.

Using Marimba Tuner from Bear Stearns internal website to image new computers for new and current users.

InSource, Inc.(Client: CompuCom) New York City, New York

Migration Technician, 11/2006- 6/2007

Imaging new pc’s to deploy with Windows XP.

Installing new APC battery backups for Cisco switches and hubs.

Perform inventory of desktop pc’s and printers.

Migrated users from Outlook 2003 to Outlook 2007

Robert Half Technology (Client: NASDAQ) New York City, New York

PC Refresh Migration Technician, 7/2006-8/2006

Assisted in deploying NASDAQ personnel with Windows XP from Windows 2000.

Using Ghosting and Microsoft tools to migrate user’s desktop settings by taking screenshots.

Testing software once migration is done to assure accuracy.

Assist users with any issues that they may have with regards to the new upgrade.

Global Resources LTD (Client: J.P. Morgan/Chase) New York City, New York

Systems Administrator, 5/2006-7/2006

Assisted in Upgrading and installing bank teller peripherals by using proprietary J.P. Morgan/Chase software.

Volt Technical Services (Client: BAE Systems) Greenlawn, New York

PC Refresh Migration Technician, 10/2005- 2/2006

Assisted in supporting of the PC refresh project by rolling out Windows XP on workstations by transferring existing data on legacy PC’s to the new XP application on new Dell GX620 machines. Also in general support of desktop problems of hardware and software break-fix issues.

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