Desktop Support Specialist
Resume:
Bob Jeruchim
Ft. Lauderdale, FL *****
*******@*****.***
SUMMARY
Seasoned and experienced IT Administrator/Desktop Support Engineer with technical troubleshooting skills
Excellent people skills
Team Player and collaborator
TECHNICAL SKILLS
Cloud/VM AWS – Oracle VirtualBox – VMWare ESXi, vSphere Client, azcopy to Azure Blob Storage
Network – TCP/IP, tracert, ssh, putty, telnet, netstat, ftp, sftp, imap, pop3
Hardware: Dell, HP, Lenovo laptops, desktop PC’s and Dell Servers. Cisco and Fortinet firewalls. Linksys routers, wireless access points, Cisco and Dell switches, iPhone, Android, HP LaserJet Printers, Ricoh AIO Printer – Copier – Scanner - Supported 8x8 VOIP and Avaya phone systems
O/S: Server 2019, 2016, 2012, 2008, 2003, Win 10, 8, 7
Software: 7zip, 8x8, Acronis True Image, Avaya, APC Powerchute, CamStudio, AVG Business Anti-Virus, CheckPoint VPN, Chrome, Cisco VPN, Clonezilla, Cobian Backup, CoreFTP, CutePDF Writer, crRsync, Cyberduck, Disk2vhd, Duo, DuoMobile, Excel, Exchange Online PowerShell, FileZilla FTP client, FortiClient VPN, Ghost, GParted, Greenshot, Internet Explorer, LibreOffice, Logicity, LogMein Rescue, Microsoft Edge, Microsoft Office 365, Mozilla Firefox, Mozilla Thunderbird, Notepad++, Office 365, Office 365 Admin, OpenOffice, OpenProj, Opera, Oracle VirtualBox, Outlook, Outlook Express, Papercut, PasswordSafe, PDF Creator, PowerPoint, PowerShell, Putty, Safari, SailPoint, smtp4dev, SnagIt, Spiceworks, TeamSupport, TeamViewer, Veritas Backup Exec, Vipre EndPoint Security and Anti-Virus, VMWare ESXi, VNC viewer, WinDirStat, Windows Defender, WinSCP, Word, Zendesk, Zoom
PROFESSIONAL EXPERIENCE
Centene Corp. (remote) (Contract)
Sr. Desktop Support Engineer 2021 to 2022
Supported over 80,000+ users worldwide as part of the Service Desk Team
Used ServiceNow for IT Ticketing and tracking of open issues
Supported Active Directory, Office 365, SCCM, Duo for MFA, Cisco VPN, Avaya, Citrix, Windows 10
Remote troubleshooting using GoToAssist (25 + users assisted per day on average)
SailPoint IAM, VMWare Horizon, AppSense, Amazon Connect, Workday, Cisco Jabber, VDI, AirWatch, Workspace ONE, Nexthink, Citrix Director
Successfully resolved 90% of issues that were escalated from within my team
Supported proprietary applications within both physical and virtual environments
Call center with ACD
Complied with HIPAA, PHI and e-PHI regulations/standards
SCHEDUALL, Plantation, FL 2016 to 2021
IT Administrator
Supported users (local and remote, worldwide) in a Windows 10 environment
Supported Server 2019, 2016, 2012. Managed Active Directory, add/disable users
Global Office 365 Admin, Migrated ScheduALL’s Jira instance to a new Jira instance
Supported 8x8 VOIP. Managed VMWare ESXi instances (in house) as well as virtual systems hosted at AWS and at other cloud providers. Managed WSUS, assisted users with connectivity issues to internal resources when on VPN.
Created system images and deployed new pc’s using Clonezilla. Managed FTP site for secure transfers. Used LogMein Rescue for remote troubleshooting. Responsible for onboarding and offboarding employees
SCHEDUALL, Plantation, FL 2006 to 2016
Desktop Support Engineer
Supported users (local and remote, worldwide) in a Windows 10/7 environment
Supported Server 2019, 2016, 2012, 2008, 2003, backup and restoration of data, active directory, WSUS, supported various firewalls, routers, Cisco and FortiNet VPN. Supported VMWare ESXi instances, secured network shares. Supported Office 365, disk quota management, network permissions. Supported Oracle VirtualBox, managed all software licensing, including Microsoft and Adobe.
Managed all company cellphones (US and overseas) Responsible for negotiating software and hardware purchases.
Supported 8x8 VOIP, used LogMein rescue, Zendesk helpdesk software for IT Ticketing system.
Contract positions: Ft. Lauderdale, Boca Raton, FL 2001 to 2006
Broward Sheriff’s Office
American Express
Verio/NTT
Ultimate Sports
Desktop Support
Supported Win 98, 2000, and XP client environment
Supported Server 2000, added and deleted users, reset passwords, determined appropriate rights for users, supported and installed custom accounting package on workstations, troubleshooting of software, computer hardware, and printers. Used Ghost Multicast Server to deploy Win XP on 50+ workstations. Performed PC refresh services on 50 Dell laptops as needed
Desktop Support
Our team supported 3,000+ users in a Windows NT, OS/2, and Novell environment
Troubleshooted and supported Lotus Notes version 4.6 and 5.09. Successfully upgraded users from Lotus Notes version 4.6 to 5.09. Created batch files to automate imaging update, resulting in time and money savings for the company
Help Desk
Used telnet and nslookup commands to troubleshoot SMTP issues. Accessed shell accounts via UNIX commands to troubleshoot e-mail problems. Troubleshooting of DNS issues associated with server migration project. Analyzed “A” records, “Zone” files, “MX” records. Used who is, dig, ping, tracert commands to resolve DNS issues. Assisted callers in publishing websites using FrontPage
Help Desk (Hands on Troubleshooting, Repair, Imaging)
Our team supported 4,800 + local and remote users. Responsible for supporting Windows XP, 2000, NT, 98 and 95 operating systems. Supported MS Office, Outlook, and proprietary apps
Remote troubleshooting of laptops and desktops, mapped network drives, installed software, removed viruses. Used Ghost to deploy images for laptop migration project. Maintained database inventory of laptop and desktop PC’s
ACUSON CORPORATION, Mountain View, CA 1999 to 2001
Laptop and Desktop Support Specialist
2nd level support for 1,200 local and 300 remote users
Hands-on troubleshooting and support of laptop and desktop PCs in a Win 95, 98, and NT environment. Supported PC’s using remote access software as well. Provided network login troubleshooting, hardware, and software support. Configuration and troubleshooting of Netscape Mail, MS Office, Windows NT, 98 and 95. Troubleshooting of SecurID cards for remote access
Provided worldwide support for Acuson employees via phone, email, remote software
INDUS INTERNATIONAL, INC, San Francisco, CA 1999
Desktop Image Specialist
(Contract Position)
Supported 800+ desktop and laptop users in a Windows NT environment. Supported and configured
Lotus Notes 4.64 on Dell, IBM, and HP laptops. Maintained, upgraded, repaired, and installed laptop and desktop computers. Installed Y2K patches on 300 computers
TEACHERS INSURANCE ANNUITY ASSOCIATION, New York, NY 1999
Help Desk Representative
(Contract Position)
Part of a team providing technical support to 5,000 users. Supported MS Office, Word
Perfect, cc: Mail, Mainframe applications. Attached printers, loaded printer fonts, reset passwords, unlocked users’ accounts
PROFESSIONAL TRAINING
Certified Ethical Hacker (CEH) coursework completed, July 2021
Cybersecurity Essentials (completed October 2021)
Coursework in HIPAA, PHI, e-PHI (completed in 2021)
ITSM Model for Service Desk (completed in 2021)
Customer Service – Problem solving and Troubleshooting (completed in 2021)
IT Service Desk – Customer Service Fundamentals (completed in 2021)
EDUCATION
Computer Learning Ctr, S.F., CA
Diploma in Computer Programming
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