IT Helpdesk Manager, Systems Admin, Network Admin and Desktop Admin

Kevin K Pascascio

***** ****** **. *** #*, Applevalley, CA 92307

Home/Cell – 602-***-**** **********@*****.***

Technology Professional Summary

Accomplished IT Manager, Systems Admin, Network Admin and Desktop Admin with demonstrated success implementing strategic IT procedures that would improve business functionalities. 20 years of in depth expertise in the implementation, analysis, optimization, troubleshooting and documentation of LAN/WAN network systems. Strong “hands on” technical knowledge with A+, Net+, Linux+, CNA (Novell 6.0), MCP and MCSA certifications. 6 years of Skilled Project Management with proven ability to lead and motivate teams to maximize productivity. Possess first rate communication and collaboration skills to work in concert with diverse groups effectively. Track record for diagnosing complex problems and consistently delivering effective solutions.

Qualification Highlights

Division IT Manager

Helpdesk Manager

Desktop Administrator

Systems Administrator

Network Administrator

IT Helpdesk/Call Center

Migrations/Upgrades

AIK\MDT Image Development

IT Field Engineer

SMS Package Creation

Certified Dell Technician

Workstation Engineer

Customer Support Analyst

Project Manager

IT Consultant

Technical Expertise

Certifications: A+, Net+, Linux+, CNA (Novell 6.0), MCP, MCSA

Certified Dell Technician: Dell Online Self Dispatch Policies & Procedures, Dell Self Dispatch Desktop, Dell Online Self Dispatch Notebook

Systems: Windows (NT, 2000) workstation and Server, Windows (98, XP, Vista, Win 7, Win 8 and Win 10), Windows 2003\2008\2012\2016 and 2019 Server, Linux Redhat 8.0, Novell 6.0, Citrix Infrastructure

Hardware: Routers – Switches – Hubs (Cisco, Bay networks, Lucent, Net gear), firewalls, backups, packet engines and drive imagers, Laptops & Workstations (HP, Dell, Compaq, Micron, IBM, Gateway), Raid, SCSI, Modems, Network Cards, Memory, Printers, Scanners and other peripherals.

Software: All Microsoft Office Products, Adobe, Avast, Avira, AS400, @Your Service, Bravo, Exchange Server 2000, Magic Ticketing software, Mainframe, McAfee, Norton, Osiris, Outlook, Outlook Express, PC Tools, PatchLink, PC Anyware, Ping Utilities, SQL, Telnet, TMO, Trend Micro, VM Ware, Virtual PC, WebEx, Webroot, Zone Alarm and much more.

Networking: DHCP, DNS, Hosts, WINS, TCP/IP, SNMP, SMTP, POP3, VPN, FTP, IPX SPX, IIS

Medical Software (FOCUS): Epic EHR Software, Secure Oracle Cloud ERP System, HIPAA Compliance, Aeries: Portals, ServiceNow ITIL ITIL 4.

Education

High Tech Institute Phoenix, Arizona Computer Networking & Information Technology

Associates of Science Degree in Information Technology Received (January 01 – September 2003)

Extensive technical training consisting of 1500 hours of theory and 1500 hours of hands on lab work with practical application of concepts. Received my A+, Net+, Linux+, CNA (Novell 6.0), MCP and MCSA Certifications while keeping a stable 3.8 GPA. Worked as an Instructors Assistant and a Tutor. Assembling and disassembling Servers, Laptops and Desktops PC’s as a student intern in High Tech Institute Work Study Program for STRUT (non profit organization).

Experience

IT Field Engineer - FIT Solutions: MSP, Cyber Security, IT Services firm - March 2019 to Feb 2021

As an IT Field Engineer, I worked on all levels of challenges across dozens of clients, which provided me full exposure to different environments and projects.

Client interaction and responsibility: Clearly and succinctly consult on all technical levels with decision makers. Expand existing relationships through proactive engineering consulting and problem-solving. Work with some of the most experienced engineers in the industry. Self-starter and able to work independently. Customer oriented, solid business acumen and excellent communication skills. Knowledge of IT best practices and ability to use best judgement to service clients’ needs.

Travel: Ability to travel up 100% of the time to client sites. Adaptability in various business cultures and environments.

Responsibilities: Act as a SME for client environments and applications. Manage day-to-day IT initiatives. Onboard new clients according to standard procedures, documenting the clients' infrastructure for review and use by all engineering team members. Made recommendations for improved processes, documentation, and training to enhance client experience. Analyze, troubleshoot, and resolve technical problems (including networking/server, desktop support, etc.), both onsite and remote. Install, configure, and maintain network elements, computer systems and other related equipment. Complete monthly assessment on assigned clients. Configure and utilize monitoring tools to ensure uptime for client environments. Document daily work through ConnectWise ticketing system. Participate in the on-call rotation with team. Provide desk engineer services. Support and assist assigned desk engineer on tickets and calls. Perform sales engineering by designing solutions and technology business plans for clients. Ability to effectively communicate both orally and in writing, with all levels of internal and external professionals, especially professionals with non-technical understanding.

Technical Skills/Competencies: Virtualization Technologies (VMWare, Hyper-V, Citrix, etc.), Windows Server 2008, 2012, 2016 and 2019. All versions of Windows OS, Cloud Solutions (Azure, AWS), Active Directory, Desktop support and user support, ConnectWise ticketing system.

Certifications utilized: MCSA, MCP, A+, Network+

Workstation Engineer/Systems Administrator - Client: GAP - Fresno, CA - Aug 2018 to March 2019

As an IT Systems Administrator in a Distribution/Fulfillment Center environment. My responsibility is to monitor and control computing systems and associated peripheral devices to ensure continuous and effective operation. To determines equipment setup and procedures for running such equipment to allow the DC to operate and function as expected.

ESSENTIAL DUTIES & RESPONSIBILITIES: Provides second- and third-level technical support to internal customers' workstations, peripherals, and associated systems. Able to ensure continuous operations by implementing creative and standard solutions; served as a source to my fellow technicians. Understand business partner/customer group's business objectives and how their work can help the business realize its objectives or, in the event of problems, adversely affect their productivity. Can organize, assemble and lead teams of like technicians. Communicate technical information to technical and non-technical end users. Possesses technical knowledge and understanding of end-user systems to work on complex projects and participate on technical project teams. Works with other IT team members to identify and resolve operational problems. Support the planning and installation of new end-user systems and upgrades. Able to create or modify procedures to solve complex or abstract problems for which no existing policies or processes exist. Ensures practices and policies for technology areas are revised as needed. Discusses and presents information and issues internally within IT and business staffs. Able to interface with all levels of IT management in business terms. Provides end-user technical guidance across other functions and to customer groups. Ensure effective communications across the business.

ORGANIZATION RELATIONSHIPS: Possess first rate communication and collaboration skills to work in concert with diverse groups effectively. Track record for diagnosing complex problems and consistently delivering effective solutions with demonstrated success implementing strategic IT procedures that would improve business functionalities.

Customer Support Analyst - Community Medical Center - Fresno, CA - Feb 2018 to Aug 2018

Provide Customer Support to all CMC Employees assisting, analyzing and resolving all technical issues within their computer desktop environment. I am responsible for administration and internal support of the Company's PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades, configuration and Proprietary software's. The position requires a high degree of interaction with the entire Medical Staff and Medical Vendors.100% remote support. Supporting Windows 7/8/10 client operating system installation and configuration, Windows Active Directory administration, Enterprise desktop support of voice, data, printing, security functions, PC hardware configuration, installation, and problem solving.

L2/L3 Helpdesk Tech - Cognizant Technology Solutions – Phoenix, AZ - Feb 2017 to Feb 2018

I provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. I am responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations. The position requires a high degree of interaction with users. Nationwide remote support and international remote support.

Skills/Requirements: Windows 7/8/10 client operating system installation and configuration. Windows Active Directory administration. Enterprise desktop support of voice, data, printing, and security functions. PC hardware configuration, installation, and problem solving.

Teacher - Belmopan Baptist High School - Belmopan, Belize, Central America - Feb 2016 to Dec 2016

Taught Computer Information Technology class for 11th and 12th graders.

Division IT Manager/Helpdesk Manager/Project Manager - DR Horton Inc. – A Fortune 500 Company on the NYSE - Fort Worth, Texas and Tampa, FL - August 2010 to Feb 2016

Started off as the Corporate IT Lead position responsible for the Corporate Helpdesk day to day activities. Assist in the technical troubleshooting and training of my fellow employees. Act as the 3nd lever Tech support for the Corporate Helpdesk. Promoted to Helpdesk Manager. Active Roles admin responsible for all new account creations, Distribution Groups and other Objects within Active Directory. AIK\MDT Image Developer responsible for creating, documenting, supporting and troubleshooting our production image (Windows 7 Operating System) within a 5,000 plus user environment. Work directly with Dell manufacturing department to create the Custom OEM image that is used on every computer within our company. File and Print server management. Troubleshooting, installing and upgrading 2007 and 2010 office suites. Troubleshooting any Hardware, Operating Systems and custom software used by our company. Transferred to Tampa FL excepting a position as Division IT Manager supporting 350 employees. Responsible for all aspects of IT for the Tampa Division including 2 main division office and 45 sales offices. Responsible for managing all utility services (phones, Cable TV and Internet). Maintained all network equipment for each location. Train employees on all aspects of our proprietary software. Responsible for IT orientation training for all new employees.

Helpdesk Admin/Call Center - City of Fort Worth - Fort Worth, Texas - March 2010 to Aug 2010

Responsible for all City employees within the City of Fort Worth. Setting up, maintaining and documenting services and policies to meet our SLA’s for our City Employee’s.

Remotely installing software & troubleshooting: Windows XP, Office 2003, Office 2007, Outlook, Active Directory, SQL, Exchange, Data Integrity Software and other 3rd Party software. Responsible for basic desktop administration, imaging, and desktop preparation. Office 2003, Office 2007 to Office 2010 migration and upgrades. Testing all software for network integration and IT management. Work with and troubleshoot remote/VPN users, Using Cisco, Nortel and other Remote Clients. Worked with and troubleshoot third party software such as Tiburon/RMS, Visinet, Mainframe and Mobius software used by the Police and Fire Department to provide efficient and timely solution and escalation. Support and troubleshoot all network devices, Internet, Intranet, operating systems, hardware, software, network printers, local printer, proprietary software and databases. Data backups drive imagers, Modems, Network Cards, Memory, Printers, Scanners, Stun Gun, PDA’s, Air cards (internet cards) and other peripherals. Laptops & Workstations (HP, Dell, Compaq, Micron, IBM, Gateway). Work with a crew of 5 highly educated IT professionals which solely focused on remote support. Work with of IT networking teams to provide efficient and timely solution and escalation.

IT Consultant - K&D IT Consulting - Belmopan Belize, Central America - April 2007 to March 2010

Start an IT Consulting Company which focused on startup companies and existing companies that had 20 nodes or less. Setup installed and maintained all IT devices and peripherals. Services based on a monthly contract. Services Desktops, Laptops, Printers and Small Servers.

Desktop Admin, Project Lead, Helpdesk L3 - Compushare - Dallas, Texas - April 2006 to April 2007

Project Manager responsible for setting up, maintaining and documenting new services and policies to meet our SLA’s for our Patch Management software, Firewall software and Data Integrity Software for DeNovo Banks. Responsible for basic desktop administrative, active directory support, imaging, server and desktop preparation, migration and upgrades. Testing all banking software for network integration and patch management. Worked with third party software development companies to provide efficient and timely escalation. Support and troubleshoot all network devices, operating systems, hardware, software, proprietary banking software and databases. Windows (NT, 2000) workstation and Server, Windows (98, XP & Vista), Windows 2003 Server, SQL and Exchange, Routers, Switches, Hubs, firewalls, data backups, drive imagers, Raid, SCSI, Modems, Network Cards, Memory, Printers, Scanners and other peripherals. Laptops & Workstations (HP, Dell, Compaq, Micron, IBM, Gateway). Responsible for 720 nationwide banks within the US. Managed a crew of 5 highly educated IT professionals which solely focused on remote support. Generating & uploading daily, weekly and monthly reports of all services on client portal.

L1/L2/L3 Desktop Admin - First Horizon Home Loan - Dallas, Texas - September 2005 to April 2006

First Horizon Home Loan–Contract/Corestaff: Helpdesk/Call Center

Started off as L1 - First technical point of contact for bank and mortgage employees. Handled all technical issues from all application and server access the employee’s used daily. Supported Software application. Maintained Windows (NT, 2000) workstation and Server, Windows (98, XP & Vista), Windows 2003 Server and Citrix Infrastructure. Bravo, @your service, Osiris, AS 400, Mainframe applications, TMO, Active Directory, SQL and Exchange. Support and troubleshoot all network devices, operating systems, hardware, software, proprietary banking software and databases. Due to the severity of our LAN/WAN connectivity issues our escalation procedures are to forward information to the correct Point of contact (Support Group) for the area. Worked directly with NOC and other Networking support groups, including IBM and AT&T for router and circuit issues to provide efficient and timely escalation procedures for network devices.

Desktop Admin/Tech Analysis - Geek Squad Agent/Best Buy - Phoenix, AZ – Feb 2005 to Sep 2005

Desktop Administrator responsible for troubleshooting any pc related issues for our in home customers. Our customers ranged from basic in home customers to small businesses having no more than 20 desktops. Supported Windows (98, XP & Vista), firewalls, data backups, drive imagers, Raid, SCSI, Modems, Network Cards, Memory, Printers, Scanners and other peripherals. Laptops & Workstations (HP, Dell, Compaq, Micron, IBM, Gateway). Participated in the establishment of our Geek Squad Knowledge Base. Assist with training other agents to the team on practices, procedures, and technical aspects of the job. Driving to and from the customers’ home, assessing the technical issues and providing a solution for their problem. Responsible for the Geek squad transportation and the inventory inside the vehicle. Keep track of the time spent at one location and had to make sure I was able to get to my next appointment on time.

Tech Analysis/Desktop Admin/Helpdesk - PatchLink Corp - Phoenix, AZ - Sep 2003 to Feb 2005

Worked in a technical support call center as a level one systems analysis. Responsible for troubleshooting any software issues. Worked directly with network administrators maintaining the PatchLink software. Troubleshooting 2000 and 2003 servers. Troubleshooting SQL database integrated with IIS for web access for the software. Troubleshooting Active Directory, Domains and GPO’s on multi platform networks. Uploading and maintaining our PatchLink knowledge base with new techniques and procedures. Active member of the quality assurance team reporting and researching any bugs or new issues to the engineers for development. Constantly building and tearing down physical and virtual networks using VM Ware for testing and understanding the software.

References are available upon request.

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