Desktop Support It Coordinator

Michael B Housman 561-***-****

Hollywood, FL ****1

*******.*******@*********.*** https://www.linkedin.com/in/mihousman/

IT Coordinator/Desktop Support/System Administration

** ***** ** *********ed desktop support and network support. Providing deskside support to the Public Trust at the Veterans Administration Hospital and Internal Revenue Service. Have Government Security Clearance. New focus on CyberSecurity. The 6 years IT support in the healthcare industry. Saved multiple companies money in purchases and re-allocating of old unused computer equipment. Reduced and improved expenses, performance, troubleshooting. Disposed of PII hard drives to vendor.

Technical Skills:

Operating Systems: Windows: 7,8,10 Enterprise; MAC OSX, Linux, Python, MetaSploitable

Server System: Windows (Active Directory) SCCM, Windows Sysinternals, and Exchange 2010, dBAT

Networks: TCP/IP; DHCP; DNS; 802.11 b/g/n; Ethernet 10/100/1000mb, Level 2-4, PuTTY

Hardware: HP; DELL; NUC (Next Unit of Computing), Microsoft Surface; desktops; laptops; IP Phones

IPhone; iPad; Sharp AQUOS; Ricoh/XEROX MFP; switches; wireless routers

Applications : Office365; Outlook; Teams; Word; Excel; Adobe Acrobat; Skype for Business/ Jabber; Citrix Cisco Desktop Agent; Camtasia; XWindows; Mocha; CareCast,

Remote Desktop: Meraki Dashboard, SCCM, Bomgar; Windows RD; Microsoft Teams, Zoom and WebEx Communications; PC Anywhere; Dameware; TightVNC; LogMeIn; Citrix Desktop; Dropbox for Business

Administration: McAfee Endpoint; Altiris Deployment Console; Symantec VIP Manager; Google Business

Wireless Connection T-Mobile, AT&T; Verizon; Sprint; AirWatch; MobileIron

Service & Support: ServiceNOW; Altiris Helpdesk; Remedy; Hyena; Fischer; SolarWinds

Work Experience:

System Administrator II FIS/Sedgwick

Work at Home (Orlando Office) September 2021 to Present

Ability to troubleshoot and resolve end user hardware and software problems (Dell PC/Laptop).

Supported all levels of corporate National Call Center employees. Part of team that supported over 1000 users, Troubleshooting, Moves/Adds/Changes of Printers Applications

Administrator rights to RDP and setup computer for user.

Use Bomgar, RDP, and Teams for Remote support and installs of printers and software.

Configuring, setup, and branding of all Dell desktops and laptops including dual monitors using Dell System Updates.

Operating Systems: Windows 10; Office 365, iPhone, Teams.

System Administrator/IT Support Technician- Humana DSI (kForce Contractor)

Miramar, Fl April 2021 to July 2021

Ability to troubleshoot and resolve end user hardware and software problems (Lenovo Laptops).

Supported all levels of hospital employees. Part of team that supported over 3000 users, Troubleshooting, Moves/Adds/Changes of Printers Applications

Swap out parts when necessary (hard drives, memory).

Provide Monthly Inventory Control of all Pc’s and printers at the local Office.

Use PowerShell to perform SCCM remote installs.

Use Bomgar, RDP, and Teams for Remote support and installs of printers and software.

Configuring, setup, and branding of all Lenovo laptops including dual monitors using Lenovo System Updates.

Operating Systems: Windows 10; Office 365, iPhone, Teams.

Michael B Housman 954-***-****

System Administrator/IT Support Technician – Veterans Administration Hospital (MSK2 / Booz, Allen, Hamilton)

Miami, Fl June 2020 to February 2021

Elevated Admin privileges required to perform my job. Duties include installation, configuration and management of site networked workstations, laptops, printers, and other peripherals. Duties also included: applications/software installation (O365) configuration and management and all tasks associated in providing customer service/helpdesk support to facility staff.

Hard Drive and memory proper preparation for destruction. Including prepare VA form detailing serial number, computer name, and TMG destruction certificate reference number. Removed for destruction over 3,400 hard drives: 5,000 memory sticks.

The ability to enable/disable ports and perform basic troubleshooting as well as accessing closets to verify patch cable connections.

Supported all levels of hospital employees. Part of team that supported over 1000 users. Troubleshooting, Moves/Adds/Changes of Printers Applications will assign the following: VistA Menu: R03 Create/Edit VistA Device.

Operating Systems: Windows: 7,8; MAC OSX, Office 2010, Office 2013, O365, iPhone

Desktop Support – Internal Revenue Service (enGenius) / ABBtech Technology

Plantation, FL April 2019 – June 2020

Pass a MBI (Minimum Background Investigation) US Treasury Department

5-year background check, US Citizenship, Government Security Clearance.

Document Management, printer configurations, problem reporting and solving issues.

Devise solutions to solve problems using standard procedures.

Experience with installs, configurations, upgrades, and troubleshooting for desktop support.

Knowledge of Enterprise Service Desk environment (KISAM).

Ability to troubleshoot, resolve end user hardware and software problems (Dell, HP Laptops).

Configuring and setup Office 365 for auto login.

Identify hardware and software issues: system malfunctions, secure data collection, including backup and recovery of PII.

Verifying network connectivity, verifying IP addresses, add or remove systems from the domain.

Monitor network and laptop systems for messages, operating systems failures & malfunctions.

Daily Responsibilities at IRS:

• Perform all steps for preparing, imaging (installing the operating system SW), installing and configuring baseline SW requested in the build request utilizing manual and automated installations (Altris automation).

• Support provisioning and replacement of IRS laptop & Desktop workstations with 5-day support.

• Perform quality checks on all computers prior to shipping.

• Use test equipment to diagnose.

• Update all database records including KISAM (Service Manager request and Asset Manager).

• Diagnose and repair computer and network problems.

Michael B Housman 954-***-****

Manipulation of Software or Hardware and to provide other adjustments.

Provide component level troubleshooting including BIOS.

Swap out parts when necessary (hard drives, memory).

Detailed report of equipment malfunctions, actions needed and taken to resolve issue.

Operating Systems: Windows: 7,8; MAC OSX; Office 2013, O365; iPhone, Android.

Desktop Support & IT Coordinator - Contract Employments January 2017- February 2019

Contract Employment: Conviva Health, Fidelity Investments, Marriott Hotel, Lewis Brisbois, Resolute Tissue, Global Eagle, Bombardier Aerospace, Citizens Property Insurance, Millennium

• Desktop Support liaison for employees resolving desktop support issues.

• Install new computers with network connectivity printer, monitors, and software.

• Provide computer users and executives within person and remote desktop support obtaining high satisfied ratings.

• Responsible for all printer break fix, printing, installation issues.

• Citrix and VMWare support.

• Configuring, setup, and branding of all HP laptops including dual monitors using docking station.

• Voicemail, email, remote access (Bomgar, LogMeIn) and in person requests for hardware, software, network, and mobile devices (iPhone and iPad), Samsung Galaxy S7-9, NUC.

• Troubleshoot all issues including virus and malware, Windows Win 10 installation, setting up printers, etc.

• Investigate and resolve desktop software and hardware problems for employees.

• Operating Systems: Windows: XP,7,8; MAC OSX.

Desktop Support / IT Support Specialist (Contract) Prime, FL September 2016-January 2017

Provided all desktop, laptop, printer, and proprietary software support and administrative functions to support desktop user issues.

Configured and purchased Windows 7, 8 desktops for employee productivity.

Investigated and resolved desktop software and hardware problems for employees including executive level.

Voicemail, email, remote access (PC Anywhere) and in person requests for hardware, software, network, and mobile devices (iPhone and iPad).

Purchased within budget wireless conference phone and new projector for use in the conference rooms.

Provided President, Director, and management level desktop support.

Operating Systems: Windows: XP,7,8; MAC OSX.

Desktop Support / Help Desk Analyst VITAS HealthCare

Miramar, FL January 2015-September 2016

Desktop Support liaison for over 2,000 employees resolving desktop support user issues.

Michael B Housman 954-***-****

Provided support thru the phone, email, fax, and remote connection. The homecare provide has over 2,000 employees that needed a diverse use of communicating information.

Investigated and resolved desktop software and hardware problems for employee users.

Answered, evaluated, and prioritized incoming calls: average 35/day.

ServiceNOW, Remedy, voicemail, email, remote access (Bomgar) and in person requests for hardware, software, network, and mobile devices (iPhone and iPad).

Handled problem recognition, research, resolution, and follow-up for resolution.

Provided multi-level support for desktops, laptops, printers, wireless devices including WIFI and mobile devices using AirWatch and Symantec VIP Manager, (always took into consideration what the customer wanted and was requesting).

Operating Systems: Windows: XP,7,8; MAC OSX, Office 2010, Office 2013, O365, Android.

Desktop Support (Contract) Fanatics Sports Ft Lauderdale, FL November 2014 – January 2015

Go to Desktop Support liaison who provided support for main global corporate IT office users to resolve hardware issues.

Supported included MAC OS, MAC OSX, MAC’S and PC’s, email, printing, and network support.

Voicemail, email, remote access (Bomgar) and in person requests for hardware, software, network, and mobile devices (iPhone and iPad).

Responsible for keeping track of software inventory for the end of each year reporting findings.

Operating Systems: Windows: XP,7,8; MAC OSX.

Desktop Support Administrator CommCare Pharmacy Fort Lauderdale, FL November 2011- July 2013

Desktop Support Administrator for a specialty pharmacy operation; handled all IT business:

• Related issues including refrigerator sensors, desktops, laptops, hardware and scanners .

• Provided and implemented all desktop support for 75 users in 3 locations.

• Setup all refrigerator sensors for medicine that needed constant temperature to patch panel and server.

• Configured all desktops and laptops for Windows 7 deployment and addressed configuration issues using CloneZilla and TightVNC for remote access.

• Voicemail, email, remote access (TightVNC) and in person requests for hardware, software, network, and mobile devices (iPhone and iPad).

• Served as Super Administrator for Google Business services.

• Computer and software licensing and end of life cycling.

• Provided all support and configuration for Lexmark, Fujistu Scanners, Xerox Cube, and Ricoh MFP including scanning and faxing from desktops.

• Purchased and tracked all computer and phone related items for end of life.

• New hires and all executives were trained in IT policies and use of the computer.

• Operating Systems: Windows: XP,7,8; MAC OSX, Office 2010, Office 2013, Android.

Education and Professional Certifications:

University of Miami CyberSecurity Training (September 2020-August 2021)

Barry University, Miami Shores Bachelor of Science Management Information Systems

City of Hollywood Historic Preservation Board Member (2017-2020)

HDI Certified Desktop Support Technician

HIPPA Training

Microsoft Certified Professional (MCP)

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