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Desktop Support Project Coordinator

Parker, CO, 80138
December 04, 2021

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**+ years information technology experience focused on IT Management, Network Engineering, system administration, project coordination/mgmt and desktop support

●5+ years Supervisor & Lead experience

●Extensive experience with Windows migration/refresh and deployment.

●Multiple certifications; MCP – Windows 7 Enterprise, CCNA and CompTIA Security+

●Experience in healthcare, government and manufacturing environments.

●Excellent verbal and written communication skills.

●Dual Citizenship with Canada

Technical Summary

Microsoft Office Suites and Operating Systems E-Mail support, HP Open View, Web design, Visual Studio 2008 and others. Knowledge of HP Procurve, Cisco, Meraki routers and switches, networking, various protocols, firewalls, VMware, Active Directory, Wireless installation, device applications, network installation and management.

●Project Coordinator

●Customer Service

●Project Management

●MS Project

●UAT Coordinator

●Completed courses in ITIL4 & PMP6


●Mobile Administrative Mgmt


●Asset Management

●ITIL4 coursework

●Profile/Data Migration

●Software Installation/Imaging


●Full hardware support



●Peripheral Support

●Network Administration

●Web Design/CSS3

●Remote Access support

●Project Planning


Windows 10 Deployment Lead, 6/21 to 07/21

Contractor, Dell-Providence Hospital

*Supervised team of 8 techs.

*Created Install, configure & deployment cut-sheets, instructions & additional documentation.

*Direct customer contact for deployment.

*Performed data back-up of user systems, imaging, installation of applications, and restoration of data & asset management.


Windows Deployment Lead, 10/19 to 2/20

Contractor, Dell-Jacobs Engineering

*Promoted to lead after 1st day.

*Performed data back-up of user systems, imaging, installation of applications, and restoration of data.

*Direct customer contact for scheduling and arranging the Win 10 upgrade/refresh.

*Used Dell tool and batch file – Robocopy, PXE imaging.

Windows Deployment Technician, 11/18 to 5/19

Contractor, Lockheed Martin/Space Div.

*Performed data back-up of user systems, imaging, installation of applications, and restoration of data.

*Software/applications used were SCCM, USMT, DMT, Asset Assimilator, A-tool and other in-house apps.

*Direct customer contact for scheduling and arranging the Win 10 upgrade/refresh.

Network Administrator, 10/15 to 9/16

City of Tigard – Tigard, OR

*Responded to requests, inquiries and help desk tickets from end-users in all city offices/departments and vehicles including, but not limited to, City Hall, Public Works, Police Department, Library, Permit Center.

*Migration to Windows 10 for all city offices for staff and public computers.

*Conducted network security training and assisted city staff and police officers to ensure the integrity of the city’s network.

*Responsible for the installation, configuration and maintenance of a variety of specialized network, computer & peripheral equipment.

*Applied principles and best practices of IT, network administration and network security policies and procedures to various city departments.

*Worked to ensure complete customer satisfaction and resolution of any conflicts.

*Projected growth analysis and planning needs with cost associated cost analysis, minimizing expenditures of system upgrades.

*Planned and implemented network upgrade and expansion architecture to accommodate growing communication requirements.

*Monitored, maintained and resolved network connectivity, security system and application issues on network equipment and servers; prepared recommendations for maintaining systems performance.

*Coordinated and directed external vendor representatives for necessary out-of-scope work.

*Performed system backups as needed for all city departments; defines and implements policies and procedures for disaster recovery of network hardware and software, ensuring data protection and integrity.

*Identified opportunities for improving service delivery methods; worked with management and city staff to maintain or revise and improve the overall information technology operation.

*Wrote and updated documentation for technical reference guides, training/procedural manuals and handbooks for city staff; maintained various production and testing data logs, charts, diagrams for the city’s data, voice and video network.

Independent Contractor 5/02 – 5/15

Contracted to Yahoo, CompuCom(Bank of America),Insight Global(Kohls), Essentials and others.

Beaverton, OR & multiple locations in MI

*PC support, HW/SW and tablet installs, upgrades, virus cleaning, website building.

*Network equipment removal - switches, routers, VOIP phone systems.

*HW support for EPIC upgrade.

Intel (contract) 11/14 to 5/15

Hillsboro - JF3, OR - Inventory & Lab Support Technician

*Provided support through SysAid ticketing management system for internal labs/ testing teams.

*Internal testing equipment & component management with ISMP and AMT database software.

*Efficiency planning of inventory, shipping/ receiving, department redesign and process implementation.

*Maintained a dynamic flow of incoming/outgoing equipment through the labs and inventory warehouse.

The Standard (contract) 2/14 to 8/14

Portland, OR - Refresh and Deployment Supervisor

*Supervisor for both Win 7 Help Desk and Desktop support teams.

*Update migration schedules; work with team to verify data, schedule equipment and technicians, migration deployment, updated in MS Project.

*Created migration spreadsheets from SCCM detailing equipment, locations, users, and special requests.

*Helpdesk support, problem resolution, software and hardware upgrades and installation. Maintained high level of customer satisfaction.

*Used Call tracking software (IMPACT) to log, assign and update customer tickets, and run reports for SLA.

*POC & Scheduling phone and helpdesk support teams, weekends and on-call support.

*Asset and lease refresh tracking and reporting, inventory management.

*Build room – schedule, inventory status, imaging.


DLA/DLIS - (HDI Federal Building) (contract) 8/11 to 12/11

Battle Creek, MI - Win7 Refresh and Deployment

* Part of team responsible for imaging, upgrading and deploying 4000+ Win7 Defense Logistics Agency computers nationwide.

* Worked with the project coordinator in support of the government’s Sharepoint documents and spreadsheets.

* Used Call tracking software to log customer support tickets, and project work flow tickets.

Kellogg Community College (student) 8/10 to 5/11

Network Security, VB I & II, Web Design – Dreamweaver, IT Project Mgmt. & GANT charts & MS Project, Human Resource Mgmt.

RGBSI - Eaton Corporation (contract) 8/08 to 11/08

Galesburg, MI - Technical Support

* Daily monitoring, tracking and maintenance of service equipment and SLA’s.

* Invoice for non-warranty parts, track billing requests and documenting.

* Conflict resolution regarding service issues and equipment.

* OEM application testing, Image creation and testing.

* Technical support to various departments & 900+ customer sites.

Dell/Borgess Hospital (contract) 3/08 to 5/08

Kalamazoo, MI – Project Team Lead

* Team Lead for PC and printer refresh project at Borgess Hospital and all satellite facilities.

* Responsible for team instruction, daily status reports, time sheet approval, project organization & scheduling, and meetings with customer representatives.

* Point of contact for all on site escalations.

* Responsible for logistics with regard to asset discovery, decommission, deployment and documentation.

Dell/Xcel Energy (contract) 6/07 – 9/07

Minneapolis, MN - UAT Coordinator/tester

* Worked with Xcel Liaisons to facilitate the ongoing operation of the UAT (User Acceptance Testing ) lab in support of the UAT activities, including any applicable pre-UAT QA tasks.

* Provide technical assistance for UAT tests done in the lab or via remote control, including working with Testers to resolve issues and provide guidance on documenting results.

* Perform facilitation with Xcel Liaisons to:

1. Rationalize applications.

2. Research (Certified Application Identification) CID documentation.

3. Assist in gathering requirements for applications needing to be packaged for Vista.

4. Administer the SMS and (Queued Application ID’s) QID creation processes, as needed for new packages.

5. Determine best way to test hardware special test circumstances.

Michigan State University - Kellogg Biological Station 3/04 to 11/05

Hickory Corners, MI - Network Administrator/Engineer

* Network management including: Installation and configuration of a new HP Procurve 5308xl, 4000s, 2524s, firmware upgrades in all Procurve equipment, implementation of VLANs in our HP Procurve switches, network redesign and setup the VPN.

* Managed campus wide Operating System, Hardware and Software live migration along with network access, user groups and policies, created and maintained IT policy manual, network security.

* Built, managed and patched new IBM servers running Windows 2000 Server and DNS server.

* Live Active Directory Migration for our entire network, including off-site facilities.

* Remote support for pc and network, installing patches, upgrades and end user support.

* Tape backups on Dell Powervault 120T DLT7000 autoloader with ARCserve Backup software.

* Network design - equipment layout and terminated network connections. Installed new fiber cabling.

* Installed 3 new wiring closets complete with, patch panels and necessary equipment, terminated & labeled cables connections.

* Setup temporary network for facility, removed old network and connections and installed new network and maintained connectivity throughout project.

* Installed new wireless network and Alcatel Access Points throughout entire campus including 16 remote sites, also worked on Cisco Wireless access points.

* Created and Maintain Network Switch Settings, Hardware, and Port Settings database among others.

* Application packaging - Wise Installation System Pro 9.0.

* Support of both the Windows and Macintosh operating systems.

Kellogg Headquarters (contract) 2/04 to 3/04

Battle Creek, MI - Desktop Support

* Respond to Remedy Help Desk tickets, resolve issues, and install software.

* Built and configured new or upgradable desktop/laptop computers.

Trinity Health-Care Choices (contract) 2/03 to 5/03

Farmington Hills, MI - Project Coordinator

* Scheduled departments for the migration from Windows 95/98 to Windows 2000, including

the associated applications and NALs (2000+ users).

* Ensured all processes were completed by identified due dates.

* Conducted overview and rollout meetings with Department Managers and Team Leads prior to deployment.

* Project liaison between department heads and deployment staff.

* Performed surveys with department leads to verify deployment issues during business hours. Live upgrades during 24/7 support team working.

* Supervised team of deployment engineers, surveyors, and customer care and data entry technicians.

* Updated data in the Microsoft Access database pursuant to the migration.

* Met with Department Managers for final sign-off of the migration project.

* Maintained IT project documentation and updates for daily/weekly meetings using MS Project.

Pharmacia & Upjohn (Pfizer) - (contract) 10/01 to 5/02

Kalamazoo, MI - Quality Control Technician

* Quality Assurance testing for all Field Workstation Services laptop deployment.

* Quality Control for Software Support and build engineering.

* Tested build images for production use.

Systems Integration Engineer

* Lead for Application Testing for the POPS conversion project. Responsible for all UAT, functional

application testing and documentation procedures.

* Supervised engineers with testing and procedure documentation.

* Provided status reports on testing and documentation to coordinate process flow.

* Assisted in the development of Quality Assurance procedures.

* Application packaging - WISE InstallMaster 8.1 for Win95 and 2000 platforms.

* Created and verified master images for multiple hardware platforms and business groups.

* Created build process procedure manuals for multiple software builds and images.

* Conducted recursive, coexistence and user acceptance testing for quality assurance.

* Provided instructions, flow charts and spreadsheets outlining the build engineering and documentation

for the transition of the engineering lab to the New Jersey office.

* Worked with the New Jersey team to maintain customer service, issue resolution and project deadlines.

GlobalComm - Contract Work - Network Technician 2/01 to 8/01

Carrollton, TX, Denver, CO

* Worked on MS Exchange Project converting and troubleshooting MS Outlook and pc issues.

* Built and configured servers, configured routers, along with PC repair for a network support and service company.

* Worked on ISP dial-up conversion migration and network upgrades using pcAnywhere for a large restaurant chain.

AT&T Digital Media Center - Cisco Network Technician 10/00 to 2/01

iTV Data Center, Littleton, CO

* Installed and configured Cisco 2948, 3640, 4000, 6509, 12000 GSR's. Set up switches and routers configuring OSPF, HSRP and VLans. Performed hot network cut-overs.

* Monitored and maintained network for iTV Data Center using HP Open View.

* Installed, configured and monitored Windows 2000 Server on HP 6000 LT servers.

* Installed Brocade Silkworm 2800's

* Ran Fiber and CAT-5 as needed to expand network.

* Basic configuration of Linux/UNIX systems.

Rhythms Netconnections - NOC Layer 1 5/00 to 10/00

Englewood, CO

* Physical layer troubleshooting. Telneting into DSLAMS and Terminal Servers. Tested with MLT's, Open/shorts, tone, ping and trace. Reset cards and ports.

* Dispatched and performed Co-op testing with ILEC and Field Service techs.

* Worked with Symphony and ARS-Remedy customer tracking and ticket reporting software.

ENTEX Information Services – Network/Desktop Support 7/99 to 5/00

Aurora, CO

* Hired to Entex for permanent on-site desktop customer support at First Data Corporation.

* On-site desktop customer support at First Data Corporation for approximately 500 users in an NT, Novell and Windows 95 environment. Assist the Network Operating System Department with network issues, security issues, configure new computers and rebuild other PC systems experiencing software and hardware problems.

* Chosen for special assignments of upgrading end users within the Gaming call center, Agent Services, Technical Services, Training, and OCMO departments.

* Supporting the following software applications: Vantive, Claris, Hyperian, PeopleSoft, and additional custom software, as well as providing hardware and network support.

* Part of a team that worked with Lucent Technologies to resolve Centre-Vu Supervisor implementation and functionality issues in our Call Center.


Kellogg Community College – Network Security, VB I & II, NET, Dreamweaver, Flash, IT Project Mgmt., Human Resource Mgmt.

Pickens Technical College - Cisco Certified Network Associate Program

Knowledge of Dutch, some French, some Spanish.

CompTIA Security +


MCP – Windows 7, Enterprise Desktop Support Technician

Pickens Technical Institute Honors Certificate - GPA 4.0

Dell Certified Systems Expert – Client Soft skills & Managed Deployment Team Lead

Federal Security Clearance

Phi Theta Kappa

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