Desktop Support Active Directory

BARRY EDMONSON

**** ********** ***** ***** ****, Md. 20769 · 202-***-****

************@*****.***

I am a seasoned IT Support professional with over 15 years’ experience in Desktop Support and Help Desk Support. I welcome the opportunity to work in an Information Technology environment that will allow growth, and the opportunity to utilize my diverse IT support and customer service skills.

EXPERIENCE

05/01/2021-present

Help Desk Specialist OCFO/OST Global

Provided Help Desk support for the OCFO.

Configured and imaged laptops for deployment.

Answered Help Desk phone inquiries

Utilized Zen Desk Ticketing system

Assisted on special projects as needed

02-2020 to 05/2020

Desktop Support Technician, TekSys/CareFirst Blue Cross

●Provided Desktop support during Covid-19 for Care First staff in a Virtual Environment.

●Configured LG and Samsung All In One pcs for remote users utilizing IGEL Management Counsel.

●Used SCCM with MS Endpoint Manager to install software packages.

●Used Active Directory for the user and computer management.

●Imaged pc’s using Microsoft Deployment Toolkit and PXE server.

●Utilized Jump server for secure management of assets and users in VDI environment.

●Supported staff in Virtual Desktop Environment using VMware Horizon Administrator and Client.

●Setup MFA to establish network access for users. Also, set up MS Windows Hello authentication.

●Communicated with Care First staff using MS Teams and Skype for meetings.

●Resolved 10-20 open incidents and tasks daily using the One-Stop ticket system.

11-2019 to 01-2020 Bowie, Md.

Desktop Support Technician, Marchon/Inovalon

●Responsible for imaging and deploying Dell laptops to end-users. Imaged 4-6 laptops daily.

●Utilized Thycotic Secret Server for Active Directory, Policies, Passwords, and folders administration.

●Utilized E Policy Orchestrator for encryption and credentialing of laptops.

●Setup end users’ workstations with new laptops.

●Performed data backups and restores for end users, using Ivanti.

●Configured network printers for end users.

●Responsible for asset management and inventory.

07/2019 – 09/2019 DC

LAPTOP REFRESH TECHNICIAN, CFTC/PRISM

●Responsible for Imaging and deployment of CFTC laptops.

●Used Active Directory to create and add objects and users to organizational units.

●Used Active Directory to set up group policies.

●Responsible for break/fix of Dell laptops.

●Imaged laptops using UIU and SCCM.

●Deployed laptops to users’ workstations.

●Utilized Footprints ticketing system to open Help Desk tickets.

●Utilized Scan Asset database to manage assets and inventory.

07/2015- 04/2019 MD.

HELP DESK TECHNICIAN, UMUC/GDIT

●Application support for online learning system via email, chat, and phone.

●Assisted UMUC faculty with setting up an online classroom.

●Used Bomgar to assist students and faculty remotely.

●Provided Virtual lab, Porta Putty, and AWS connectivity support.

●Recorded all incidents in the Salesforce database.

●Supported and installed Office 365, and MS Office 2016 for users.

●Google Apps support and MDM support for faculty and students.

●Trained new hires on UMUC protocols.

●Consistently met SLA’s and quality evaluations for Help Desk staff.

03/2015- 04/2015 DC

Desktop Technician, Perkins, and Will/ Volt

●Solo Desktop support for 70 users with Windows 7, 8, and Apple OSX.

●Opened and resolved Help Desk tickets using the Remedy database.

●Break/fix for Lenovo laptops and software installs on Lenovo’s.

●VTC/AV support using Adobe Connect, Cisco Web-Ex.

●Configured network and local printers.

●Office 365, MS Office 2013, Windows Server 2012 support.

09/2014-09/2014 MD.

Backfill Help Desk Technician, 2U/ Smartsource

●Imaged laptops using Acronis

●Supported MS Office, Windows 7, Windows server 2012, Mac OSX

●Supported and installed Air Watch MDM agent

●Responsible for workstation setups.

08/2014-08/2014 MD.

Network Technician, Prism

●Performed network cutover.

●Installed Cisco router and Cisco Catalyst switch.

●Confirmed Internet connectivity.

12/2013- 08/2014 MD.

Desktop Technician NIH/Latitude

●Deskside support for 150 users on 3 man team

●Used Active Directory to create objects and assign them to OU’s.

●MS Office 2010, Windows 7, Mac OS support.

●Citrix and Cisco VPN support for remote users.

●VTC/AV support using Cisco WebEx

●Used Service Desk ticketing system for managing Help Desk incidents.

●Configured wireless access for all laptops.

08/2013- 10/2013 VA

Desktop Technician (Temp), Neustar/Blu Ally

●Lone Desktop support for office with 75 users.

●Configured access points and routers for wireless access.

●Supported VTC/AV for conference rooms using Blue Jeans.

●Configured network printers and local printers.

●Utilized Remedy ticketing system to track incidents.

●Responsible for application installs and hardware installs.

●Configured phones for VOIP.

03/2013- 07/2013 MD.

Desktop Technician (Backfill role), Edens/Pomeroy

●Configured network printers, copiers, and scanners.

●Supported Windows 7,8 and OSX, Windows server.

●Installed Air Watch on mobile devices.

●Supported MS Office 2010, MS Exchange.

●Used Active Directory for computer and user management.

●Supported BOX database for document management and storage.

11/2012- 02/2013

Help Desk Technician McGee Tech Group DC

●Responsible for all hardware and software installs on school’s pc’s.

●Responsible for workstation setups, OS upgrades

●Installed network and local printers

●Imaged and deployed pc’s and laptops using Microsoft Deployment Toolkit.

●Configured routers, and switches for internet access in a Charter school environment.

●Managed Charter school’s laptop pool for students and teachers.

●Skills Windows OS, Mac OS, Windows Server, Office 365, MS Office, Active Directory, SCCM, VMWare Horizon, IGEL Management Console, Virtual Desktop, Microsoft Deployment Toolkit, Cisco UC, Bomgar, Skype, Microsoft Teams, Service Now, Remedy, Salesforce, Symantec Acronis, UIU, Citrix, MDM, AWS, Lenovo, Dell, HP, Break/Fix, DNS, DHCP, Networking. Thycotic Secret Server, E Policy Orchestrator, Ivanti,Jump Server

EDUCATION

12/1986

●BBA, UNIVERSITY OF THE DISTRICT OF COLUMBIA

●12/2004

●CERTIFIED HELP DESK PROFESSIONAL, STI KNOWLEDGE

●Skills

●Windows OS, Mac OS, Windows Server, Office 365, MS Office, Active Directory, SCCM, VMWare Horizon, IGEL Management Console, Virtual Desktop,Microsoft Deployment Toolkit, Cisco UC, Bomgar, Skype, Microsoft Teams, Service Now, Remedy, Salesforce, Symantec Acronis, UIU, Citrix, MDM, AWS, Break/Fix, DNS, DHCP, Networking. Thycotic Secret Server, E Policy Orchestrator, Ivanti,JumpServer, Lenovo, Dell, HP,

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