Desktop Support Project Coordinator

MALLORY D. JONES III

**** *. ***** *** 773-***-**** **********@***.***

https://www.linkedin.com/in/mallory-d-jones-iii-5694a07

SUMMARY OF QUALIFICATIONS

Twenty+ years in desktop / helpdesk support, three years project coordinator and thirty+ years in customer service has allowed my organizational skills to become refined. Detail-minded Professional who utilizes Time Management Abilities to achieve goals, complete tasks in a businesslike and timely manner, able to master and apply new technologies. Ability to prioritize multiple tasks, work independently, as well as, a team member, able to employ discretion and confidentiality in sensitive areas. Retain Excellent Interpersonal Skills -- works well and communicates effectively with all levels of management and staff, including the general public.

COMPUTER SKILLS

Proficient in Windows 7 and 10 Remedy Ticketing System

Bomgar Remote Support Druva Backup

Active Directory Office365 Admin

Adobe Acrobat Admin Two-Factor-Authentication

VoIP Support Entrust & Pulse Secure

Data Migration Wireless Technologies/Support

Symantec End Point Protection Sophos Endpoint Protection

System Deployment Printer Support local/network

Disaster Recovery Mobile Technology/Applications

Software Installation Service Now Ticketing System

SCCM 2012 Meeting SLA’s Service Agreement

EXPERIENCE

American College of Surgeons – September 2021 – May 2022

Role – Senior IT Analyst / Team Lead

Supervise four Techs as Team Lead

Supervise ticket assignments via footprints

Provide Level III desktop support and address issues my techs needed assistance with.

Coordinate different projects among different managers / directors within the organization.

Weekly Monday morning meetings to discuss our game plan for the week and priorities.

Maintaining my team with the necessary devices (desktops/laptops) needed to perform their

obligations, being new hire imaging and/or replacing existing laptops/desktops.

Interview existing users to determine what apps, printers, shared drive they may need access to when

upgrading or replacing their computer device.

Image computers with the latest Win10 build Version then setting up and configure devices for new

hires.

Coordinate date and time with user on when migration will take place, coordinating with management

to ensure that inventory is onsite for each user being deployed

Migration/Refreshes are down via RDP / Thumb Drive Locally

Installing proprietary software apps not part of the core image on new and re-imaged computers.

In certain situations, providing users with loaner laptops so not to disrupt their workflow and/or

interfere with previous deadlines they may already have scheduled.

Assist in maintaining Inventory, also certain situations, providing users with loaner laptops so not to

disrupt their workflow and/or interfere with previous deadlines they may already have scheduled

Creation of Adobe Subscriptions Accounts and Office 365 Subscription Accounts.

Responding to FootPrints Ticket in my queue in a timely manner

Researching solutions for issues with devices, software, along with test software compatibility.

In certain situations, providing users with loaner laptops so not to disrupt their workflow and/or

interfere with previous deadlines they may already have scheduled.

American College of Surgeons – via TEKsystems February 2020 – August 2021

Role – Lead Migration Deployment Tech / Desktop Support Analyst

Interview existing users to determine what apps, printers, shared drive they may need access to when

upgrading or replacing their computer device.

Image computers with the latest Win10 Build Version then setting up the configuring devices for new

hires.

Coordinate date and time with user on when migration will take place, coordinating with management to ensure that inventory is onsite for each user being deployed.

Testing apps for full functionality and ensuring user can log into their os and apps, email-office365, all web-based application and vpn.

Installing proprietary software apps not part of the core image on new and reimaged computers.

In certain situations, providing users with loaner laptops so not to disrupt their workflow and/or interfere with previous deadlines they may already have scheduled.

Shipping devices to user working from home via FedEx.

Cration of Adobe Subscriptions Accounts and Office365 Subscription Accounts.

Responding to FootPrints Tickets in my queue in a timely manner.

Researching solutions for issues with devices, software, along with testing software compatibility.

Levy Restaurants – via TEKsystems October 2019 – February 2020

Role – Lead Migration/Deployment Tech

Pre-Deployment intake form: interview user to determine what apps, printers, shared drives, location, old/new computer name, serial number, asset tag number,

Coordinate date and time with user on when migration will take place, coordinating with phone team in situation where the user may be moving to a new cube/ location within the company

Ensure that inventory is onsite for each user being deployed. Contacting the Asset Management Team to get devices to the location asap if not already onsite, along with updating Asset Management Database (ShareWell)

Migration/Refreshes were done locally, as well as other states via RDP/SCCM

Kicking migration off via SCCM via software center located on each user’s computer

Once refresh is complete, testing all apps for full functionality and ensuring users can log into their OS and apps, email-office 2016/office 365, proprietary software; all web-based application, and VPN.

Proving exclusive two-day support for any device upgraded to Win10 and educating users on how to maneuver within Win10,

Replacing old asset tag with new one and documenting it on intake form or FedEx asset tags to site coordinators.

Installing apps not part of the core image on new and reimaged computers since user don’t have admin rights.

Manually performing refresh/migration when unable to upgrade via software center (SCCM); manually backing up users’ profile to either the network or external hard drive. Booting from thumb drive and imaging pc, then restoring user profile back to refreshed device,

In certain situations, providing users with loaner laptops so not to disrupt their workflow and/or interfere with previous deadlines they may already have scheduled.

Decommissioning of legacy computer, documenting asset tag information via asset management database (ShareWell)

When not doing migrations, I would assist in resolving support tickets that were in the ticketing queue (ShareWell) and performing deskside support.

BMO & Footlocker – via Peak Systems August 2019 – September 2019

Role – Printer / POS System Installations

Install network printers

Printer configuration and providing users with information on how to fax, scan to email, copy and print double-sided documents, etc.

Replace current POS Devices with Windows 10 POS devices

Trouble issue relating to OS and Proprietary Software

Setup and configuration for remote access for internal IT support

Bayer/Monsanto – via Getronics June 2019 – July 2019

Role – Migration Lead

Setup up Sever, Switch and KVM Box

SCCM Server used to push image to devise and backup users’ data.

Assign techs to their positions – greeting, intake, migration, etc.

Inventory of all new computer equipment, authorizing use of equipment not slated for migration,

Documentation of assets new, used, decommissioned in the Asset Management Database.

Supervise (5-15) Migration Techs depending on number of devices to be refreshed/replaced

Average number of users per site (125)

Reimaging of users’ old laptop once backup has been completed and then restoring data and installing addition apps as needed that were part of the core image.

Setup and configuration of new desktops / laptops.

Provide next day support for all user migrated

Trouble shooting software / hardware issues unable to be resolved by migration techs

Escalation of technical issues that may arise throughout the day

Support of all devices, laptops/desktops and iPads.

Participate in Project bridge calls on Mon, Wed, and Fri., discussing resolutions/work arounds for current and previous issues

Provide status updated spreadsheets twice a day, reflecting the progress and production for the day.

Document incidents, problems and solutions in Lead Migration/Deployment Database for all Leads to utilize.

US Bank – via Netview Technical & Professional Services December 2018 – June 2019

Role – Lead Deployment Technician

Arrive on-site, on time (various cities, MN, MI, OK, NY, IA, IL)

Inventory of all new computer equipment, decommissioned equipment and updating Asset Management Database

Supervise (5) Migration Techs

Average number to users per site (15-20)

Trouble shooting software / hardware issues unable to be resolved by techs

Support of all wireless devices, laptops, desktops, android / I-phones and printers.

Checking in with US Bank command center to verify all equipment received and that all techs are present

Decommission of old workstations and wiping devices with wiping drives with a software called WipeDrive ver. 8

Setup and configure new desktops / laptops (office 2013, IBM Notes (Sametime)

Configure multiple printers for each user (personal / network)

Configure proprietary software (CEI) Cash Box Software

Provide one day support for users (15 - 20 user per site) once migration project was completed

Submitting pictures of cable management of Teller / Bankers workstations.

WPP Advertising via – Peak Systems June 2018 – December 2018 Lead Support Tech / Lead Build Tech / Project Coordinator

Supervised (5) Support Techs

Average number of users per site (75)

Assign tech to their morning positions

Provide two-day support for migration done the previous night

Trouble issues relating to OS and Proprietary Software

Ensuring that setup and configuration for remote access was tested

Lead Build Tech

Supervised (15) build techs and Build Lead

Assign tech to their positions; intake, backup, restore / imaging

Inventory of received equipment

Resetting users’ passwords via - AD

Setup builds for Mac’s

Project Coordinator

Coordinate migrations for (3-5) different states per night

Responsible for ensuring all Leads and techs were onsite and ready to start deployment

Build Leads providing inventory stats

Provided Build Support Leads with support via bridge calls with solutions and temporary work arounds.

Authorization when new equipment was utilized that had not been slated for migration and justifying why used.

Providing support to the Support Lead Techs having issues (equipment, work arounds for application, etc.)

Administrator Password Solutions

Once all sites were completed, I summarized all the nightly events into a spreadsheet and submitted my report to the project managers and deployment managers.

Answered all questions from project/deployment panel regarding the events of the night in detail.

Philadelphia Insurance Companies – via Fujitsu North America January 2018 – April 2018

Deskside Support Level II

Arrive on-site, on time (three sites)

Resolve problem tickets assign to me via (Service Now)

Responsible for Asset Management for all three sites, Documenting decommissioned/legacy equipment in (Service Now).

Documenting all adds, moves and changes via (Service Now)

Setup and configuration for remote access via – Pulse and Entrust VPN

One week out the month I was responsible for assigning ticket to techs, this was a mandatory rotation for all tech.

Resolve deskside support ticket for three different sites assigned to my queue

Responsible for Audio Video equipment for conference rooms

Support iPhone 5 – 8, iPad and Surface Pro

Remote in to user pc via (LogMeIn, Cisco Jabber, Microsoft Remote Desktop Connection)

Install / Uninstall software via, AD and SCCM, Program Uninstall)

Utilize AirWatch for managing iPhone and software installed.

Reset users’ passwords, unlock users account via AD and LAPS. (Active Directory and Local

Administrator Password Solutions)

Configure and convert hard tokens to soft tokens (laptop or cell phone installation)

Map Printers, setup network printers/scanners (Ricoh HP Officejet’s)

Upgrade old desktops/laptop (memory / hard drive) Lenovo’s – desktop / laptops, HP – desktop / laptops

US Bank – via NetView Technical & Professional Services September 2017 – November 2017

Role – Lead Deployment Technician

Arrive on-site, on time (various cities, MN)

Inventory of all new computer equipment, decommissioned equipment and updating Asset Management Database

Supervised (8) Migration Techs

Trouble shooting software / hardware issues unable to be resolved by techs

Support of all wireless devices, laptops, desktops, android phones and printers.

Checking in with US Bank command center to verify all equipment received and that all techs are present

Decommission of old workstations

Setup and configure new desktops / laptops (office 2013, IBM Notes (Sametime)

Configure multiple printers for each user (personal / network)

Configure proprietary software (CEI) Cash Box Software

One day support for users (anywhere from between 10 - 20 user per site) once upgrade project was completed

Submitting pictures of cable management of Teller / Bankers workstations.

CVS Pharmacy – via NetView Technical & Professional Services June 2017 – August 2017

Role – Win-10 Deployment Specialist / Promoted to Lead Specialist

Arrive on-site, on time (various states)

Perform inventory check and compare inventory to Asset Management Database (Remedy Ticketing System)

Document inventory; Adds, Moves, Changes, Decommissioning (Remedy Ticketing System)

Upgrade old desktops/laptop (memory / hard drive)

Setup and configure new desktops/laptop

Trouble shooting software / hardware issues

Provide daily progress reports twice a day

Configure multiple printers for each user (personal / network)

Install proprietary software along with Office 2013 and Adobe Acrobat

Provided two-day support for users (anywhere from 150 to 257 user per site) once upgrade project was completed

Submitting expense reports and time sheets weekly

Home Depot – via Omni Direct IT Oct 2014 to December 2016

Role – Lead Deployment Technician

Supervising a team for six deployment technicians

Responsible for taking part and managing upgrades of all Dell All-In-One POS Systems (Slot

Scanner, Scan Gun, Printer, AIO PC, Register and Hubs)

DELL RX730 Server installation and build

Setup and configuration of CCTV (Close Circuit TV)

Inventory of all equipment upon arrival at store

Trouble shooting connectivity issues

Documentation and implementation of all devices and peripherals

Returns of all decommissioned equipment and devices to Home Depot Corp. IT.

Final test ensuring all installed devices have full functionality, signed off by Home Depot (MOD)

Travel to continental US and Canada on an as needed basis.

Pfizer Pharmaceutical – via Integrated Strategies & Support Jan 2012 to July 2013

Role – Project Coordinator

Responsible for overseeing six Migration Tech’s ensuring they are supporting project staff.

Responsible for opening and closing out of the actual event.

Initiate Roll Call that all hands are on deck, and we can move forward for migration

Vendor management-ensuring (SLA’s) service level agreements are current with each vendor

Coordination / Supervision of all aspects of Migrations being (data and/or equipment (Servers, SAN, etc.) local and international Migration) Singapore, Ireland, India, US, etc.

Inform upper management if any problems that could possibly affect the success of the project that were not considered during the original brainstorming process.

Ensuring that all projects stay within the time frame allotted portion of the project.

Escalation of concerns to upper Pfizer management regarding GC’s (general contractor)

Guarantee that all materials/support are in place, ordered, and available.

Engage with Contractors/Event Leads daily to ensure that project progression is taking place with no issues, and if so, addressing those issues/concerns in a timely manner.

Attend weekly meeting to ensure project is running smoothly and cost effectively

Moderator via WebEx of several weekly/biweekly meetings with all parties involved on the migration team; Migration coordinator, Site Administrator, Data Protection Team, Storage Team, Network Team, Building Engineer, Site Services Tea, and Application owners, etc.

Coordinating outside support project scheduling.

Ensure that all commitments to schedules are kept regarding outside/offsite support from our various vendors.

Confirming that all required materials, services and support are in place to ensure the project remains on schedule with minimal obstacles and/or glitches.

IT Regulators May 2008 – December 2011

Role – Technical Support Level III

Supported Windows XP & 7

Configure, support, and maintain desktop / laptops, network / local printers, and peripheral

devices

Supported Wireless/Ethernet networks

Providing support to Help Desk calls that were unresolved

Build images to deploy / laptops and desktops

Resolve tickets via Clarify, Remedy or Track It ticketing software

Responsible for adds/moves/changes depending on the client

Maintaining Asset Management Database on a daily basis.

Setting up new user accounts in Active Directory

Diagnose, Identify hardware / software problems (desktops/laptops/printers)

Complete assigned work orders and resolve within SLA established time frame.

Provide training and support for Level I & II Techs

Assists with network, sever, and telecommunication support

Configuration of Symantec End Point Protection Enterprise Edition

Setup/Configure new laptops/desktops / software /printers

Upgrade users’ computers (memory, hard drive)

Support and installation of office 2007/10, office 2008/2011 Mac’s

Hardware troubleshooting for all window’s base laptops / desktops and Mac laptops / desktops (memory, hard drive, applications, etc.)

VTech Electronics September 2007 – May 2008

Role – Desktop Support Engineer

Resolve tickets via IT Tracking Database (Remedy)

Support of Desktops/Laptops, (two) Mac pc’s, Network/Local Printers, Blackberry (Pearl, etc.)

Daily responsibilities: run pyrobatch every morning and Oracle reports every afternoon.

Setup and support of Office 2003/2007

Responsible for setting up new user accounts via Active Directory

Ghost imaging of laptops and desktops

Installation and configuration of virus software

XP builds for laptops and desktops

Submission of project plans relating to roll outs, upgrade, and desktop/laptop.

Setup, configure and trouble shoot Lotus Notes Email 6.5.4 and 7.0

Added computers to the Domain per naming convention via Active Directory

Asset Management; inventory of all assets, printers, pc, laptop, monitors, routers.

Ordering of IT equipment; desktop, laptops, printers, toner, burners, camera’s, etc.

Greater Chicago Area April 1995 – June 2007

Helpdesk / Desktop Support Level III

Role - All levels and aspects of PC support to Network support, printer, router, switch configuration. Server support from server 2003 to BES Server.

Other Clients: Harris Bank, ABN-AMRO, Navigant, Rush Hospital, AON Corporation, GE Capital, American Airlines, T-Mobile, Chicago Mercantile Exchange, Chicago Board of Trade, US Cellular, Hyatt Corporation, Mazda Corporation, CNA Insurance, Hewitt & Associates, Washington Mutual, University of Chicago Hospital, R.R. Donnelley, Stride Tools, Amoco Oil, Waste Management, Discover Card, Merchandise Mart and First Chicago Bank, Options Exchange, Office Depot

EDUCATION

Associate Degree Information Technology – Phoenix University – 07/2014

CCNA 1 & 2 (Cisco Certification Class), Truman College, 2005 – 2005

Networking / Telecommunications & Management, DeVry University, 2002 – 2004

Certified NetWare Administrator (3.12, 4.1) and Windows NT 4, Microhard Technologies Inc., 1995

References upon Request

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