Desktop Technician Helpdesk Manager
Resume:
Khalil Hakeem
*********@*****.***
Professional Summary
A highly motivated military vet with over 20yrs of experience in the technical support and securities industry.
●Performed reviews of domain trust policy offenders
●Performed all of the duties of an IT Manager
●Set up Chapman University’s first “official” Knowledge Base and got its certifications
●Troubleshot user sessions in Citrix
●Created, Configured, and modified application pushes in LANDesk/ Ivanti.
●Inactive Secret Security Clearance
●The only Linux Admin at most places of employment
●Created/ modified Cisco services, including VOIP extensions and chat capabilities
●Led an in-house WAP upgrade
●Assisted in building the entire IT infrastructure at an offsite campus
●Applied patches to tens of servers monthly
Review reports in MS 365 Defender and Sophos Admin Center, then resolve incidents
Technical Skills
OS: MS Windows Server 2003/2008/2012/2016, MS Windows 98 – Windows 10, Mac OS X (all versions), RedHat Enterprise, Linux Mint, Ubuntu/ Kubuntu.
Applications: Azure AD/ On-prem AD, Cisco CUCM,, MS 365 Admin Center, LANDesk/ Ivanti, Citrix, Helix/ TTP, VMware/ VirtualBox, Sophos, Zscaler, 3Shape, McAfee EPO, SharePoint, Avaya, Pharos, RDP, Beyond Compare, Altiris, Adobe Creative Suite, LiveLink, PCT, HP Service Center/ Peregrine, Go Shipping, Elektra, Norton Ghost, Daemon Tools, XenApp/ XenDesktop
Hardware: All Windows based Servers/ PCs/ Laptops/ Tablets, Mac Mini server, iMacs, MacBook Pro/Air, iPads, Network Patch Panels, Hubs, Routers, and Switches, VOIP Cisco phones, Pharos Printer Release Stations, all models of Printers, Copiers, and Plotters, Naval Radio Equipment, Antenna/ Satellite Dish hardware, Sun Systems, Portable Scanning Devices, Crestron Presentation Controllers
Network: FTP, SMB, HTTP, TCP/IP, DHCP, DNS, and SMTP, Military Securenet, GlobalProtect VPN, Cisco, Wireless, Fiber, Firewall.
Education
The Savannah College of Art & Design
Savannah, GA Certifications
SC-900 - Microsoft Certified: Security, Compliance, and Identity Fundamentals
MS-500 – course completed and studying for exam
ACSP – Apple Certified: Support Professional
HDI Certified: Knowledge Centered Support Professional
Navy IT certs - all Classified/ Unclassified
HP and Dell hardware/ printer certified
Experience
HCL - Under Armour, Rialto, CA.
Site Support IT Supervising Lead (supported 200+ users)
Led a local IT team of five, with a collaboration of multiple IT teams between the US and India.
oHeld daily informal team meetings to bring everyone up to speed.
oUpdated the team with any passed-down information from senior management.
oUsed LMS (Leave Management System) to approve timesheets, leave, sick days, etc.
oPerformed quarterly Performance Reviews for the entire team and welcomed all feedback.
Interviewed applicants for the open position within the team, then hired the most qualified person.
Led a complete WAP upgrade for the DH in collaboration with the Baltimore Network Team.
oPerformed a site survey to identify all 113 previously installed WAPs
oProvided feedback on the multiple bids for the WAP contract from multiple vendors, then selected the best one
oPartnered with Asset Protection and Building Saftey to ensure a safe work environment for the contractors
oInstructed my IT team with the proper disposal of out-of-warranty equipment
oProvided assistance where needed to ensure that the upgrade was completed successfully
Established healthy working relationships with DH senior management, as well as department heads.
Organized a complete remodel of the IT spaces within the DH: Office, Storage Room, etc.
oIT Office
Partnered with Facilities to install a wall-mounted 50in TV for training purposes
Ordered an additional desk for the newly hired teammate, then partnered with Facilities to reorganize the IT Office to accommodate for needed space
All chairs were either broken or defective. I created a PO to refresh all of our chairs.
Successfully convinced senior management to approve the refresh of all aging and defective IT equipment
oStorage Room
Held an All Hands that extended afterhours to properly dispose of all unusable items and equipment
Created an online spreadsheet that was shared with the team to inventory what was discarded, as well as what remained. If we were short on the supply of anything needed, then a PO was created to replenish it.
Partnered with Facilities and Asset Protection to install a door badge reader instead of its current faulty keylock.
oIT Spaces
My predecessor allowed various IT equipment to be stored throughout the DH’s working areas for tech and vendor ease-of-use. This was soon abolished due to the concern of inventory oversight.
Partnered with all departments and their respective leads to successfully remove all IT equipment from unsupervised areas, and all functional items were properly stored, with others disposed of.
Econolite, Anaheim, CA.
IT Support Specialist (supported 400+ users)
Team lead at the corporate headquarters, supporting users across three different countries.
Create, modify, and disable accounts and groups in MS 365 Azure on a daily basis.
Notify team of various potential security threats detected in reports and resolve incidents.
Create Cisco VOIP phone extensions, Jabber chat profiles, and assign them to physical devices.
Use Exchange Online to modify mail flow per employee upon request (ie. OoO replies, mail forwarding, etc.).
Create KB articles as documentation blueprints for resolving common requests.
Train team members in various aspects of policies and procedures related to daily required activities.
The primary MS 365 admin for the team and currently training new team members in these responsibilities.
Perform reviews of domain trust policy offenders and resolve incidents in a timely manner.
Work with the team to create OS and application standards for all new image deployments.
As the primary Sophos admin, all reports are immediately addressed, and the appropriate actions are taken.
Quarterly, a review of new technology is investigated, and the team discusses which current technologies need to be upgraded, replaced, or discarded
Glidewell Dental Laboratories, Irvine, CA.
Sr. Desktop Systems Analyst (supported 500+ users)
Team lead for one of three on-site Desktop Support teams
Responsible for maintaining the team dynamic and reviewing tickets; assisting when needed
Supported Windows, Linux, and IOS devices
Provisioned Cisco VOIP phones daily (assigning numbers and rules)
Toned data lines then patched network panels and documented network locations
Imaged computers, then modified object groups and permissions in Active Directory
Worked with the team to develop KBs for propriety devices and software
Set up milling machine proprietary hardware and software
Collaborated with department managers for computer hardware orders
Chapman University, Orange, CA.
Client Services Technician (supported 300+ users)
Created Chapman’s first “official” Knowledge Base and was promoted to KCS Manager
Troubleshot Windows, Linux, and Mac issues daily
Troubleshot LANDesk/ Ivanti issues regularly
Created, Configured, and modified application pushes in LANDesk/ Ivanti.
Helped manage McAfee ePO server to locate devices and remove threats
Closed, created, and assigned trouble tickets in LANDesk Service Desk
Created virtual machines in Parallels (Mac) and VMWare (PC) and added them in Active Directory
Used Pharos Print Server to manage campus-wide printing
Managed student workers and assigned tasks and incidents
Set up and maintained all lab machine hardware, and assisted their vendors onsite
Learned network troubleshooting (patching switches, testing data ports), telecom (configuring Avaya VOIP phones), and LANDesk (in mentoring program) to become an extremely valuable asset and provide top-tier support while documenting everything to add to my newly created Knowledge Base.
Northrop Grumman, El Segundo, CA
Sr. Desktop Technician (supported 1500+ users)
Promoted from Temp to Permanent Contractor supporting 1500+ users, with 30-40 tickets per day, resolving 75 – 80% the same day.
Became HP PC certified, as well as HP Warranty
Set up PCT to backup and restore user profiles
Mastered Active Directory - creating users/ computer accounts in correct OUs
Lead a site wide profile migration initiative, and was responsible for its success
Lead a team of contractors for a refresh of 1000+ computers
Used Altiris for software deployment
Managed multiple areas at multiple sites as the sole assigned technician with hired temp contractors
Lead multiple DOD sanitations of hard drives
Became a member of the Software Review Board – tested pre-released software to determine its compatibility within our multiple environments and published my documentation online
United States Navy, Point Mugu, CA
Rate - IT3 (supported 350+ users)
Obtained a Secret Clearance and supported both active duty and civilian users
Traveled abroad and was issued a military credit card to handle all expenses
Obtained all IT and RM certs available for my rate
Provided support from MOCC EPAC and AIS (Automated Information Systems)
As a TAR, I taught IT training courses for new transfers and reservists.
Repaired and assembled various government workstations, networks and classified equipment.
Diagnosed, troubleshot, and configured PC’s, laptops and military exclusive devices in multiple Windows and Unix/Linux OS environments
Used Sun Systems machines to perform classified job functions
Responsible for military user and e-mail accounts in Active Directory
Updated SOP (Standard Operating Procedure) training and software manuals.
CPR qualified to lead all morning PT’s (Physical Training)
Honorably discharged
Contract Work
Telecommunication Systems, Aliso Viejo, CA.
NOC Engineer
Used PuTTY to SSH to Verizon’s in-house Linux servers daily
Deployed and updated software packages located in our Linux software repositories
Created virtual RedHat workstations and servers, and created group permissions on them
Used Active Directory to create/ modify user accounts/ groups in MS Windows Server
CNA Insurance, Brea, CA
Helpdesk Manager
2 separate 1 week contracts to fill in for the Helpdesk manager while she was away on vacation
Main escalation point for all offsite Helpdesk technicians to resolve their incident reports
Sat in on phone meetings; and gave support recommendations to all off-site techs
Was the face of the Helpdesk while all technicians were being outsourced
Bliss & Glennon, Redondo Beach, CA
Sr. Desktop Technician
Emergency contract to repair all damages due to recent main server outages from major virus attack
Reset application sessions in Citrix
Modified TCP/IP settings, then set up DNS servers for all users on site as well as in other states
Repaired print servers to bring them back online and reconnected all printer ports to new IP addresses
Mapped users back to their network drives/ printers locally, and provided support to 100+ users remotely
Repaired Blackberry servers, Norton Anti-Virus servers, and helped repair and rebuild the Exchange server
Performed advanced data recovery of all infected systems
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