Desktop Support It

Felicia Engert

*******.*****.*****@*****.*** - 650-***-**** - https://www.linkedin.com/in/felicia-engert Technical Skills

Active Directory Experience, MS Exchange, Windows NT/XP/7/8/10, Lotus Notes, All versions of MS Office, Power Shell Basics, Office 365, Google Workspace, Citrix, ETA Certified Customer Service Specialist, Zoho, Zendesk, Remedy IT support software, Software Packaging with Admin Studio V.10, Maximo Asset Management Support, Remedy ITSM, Service Now, Remote Resolution with Microsoft SMS, TCP / IP, DNS, VLSM Sub-netting, VM Ware, Ghost Disk Imaging, MAC OS X, Crash Plan, Unix/Linux Ubuntu, HTML/CSS/, Git, Cisco Networking, VoIP, CAT5 A&B + 6, Fiber Optics, Veritas 3.4, 5.1, Electronics component level troubleshooting, AC,DC,RF, 3865 Tactical Telephone Switch, Satellite Communication Systems, Support C level Executives, and High level military officers ISO 9001:2000 Certified Certifications

Vaccinated COVID Johnson & Johnson & Pfizer

Active Public Trust

CISCO CCNA Certificate St Petersburg College, A+ certification Electronics and Computer Network Systems AETC (US Air Force) Professional Experience

Remote IT Support for Jim Carrol Jones Home Owner Services February 2022 - Present Local Systems Administrator

Subject matter expert for all business and personal IT needs TeamViewer remote computer and phone support

Oversaw upgrade to New Lenovo Laptops and Windows 10 OS 50% Mac 50% Windows environment

Apple Business Manger

backup phone to One—drive

Windows 7 & 10 support

Office 365 conversion and support

Google Workspace support

Manage Samsung and Apple phones

Data backup and management - Google Drive & One Drive Network management - Modems- Routers/Switches - Access Points IT Coordinator for a U.S Afghan Refugee Field Hospital November 2021- February 2022 Systems Administrator Office 365

Active-Directory Management- GPO- OU!s

Subject matter expert for deployment and best practices in a Windows 10 environment RDP & LogMeIn

Network troubleshooting - wired and WiFi

Google Workspace

Laptop - Desktop!s - Phones & BYOD- Apple devices- configuration and management Hardware repair-remove -replace Dell laptops & Desktops. HP printer install and config Tier 1,2,& 3 -

Supported the overall IT needs of the doctors, nurses, and support staff. Researched and implemented open-source software solutions for a constantly changing environment. Suggested enterprise standard best security practices. Short term contract LCG/ NEI/National Institute of Health April 2021- October 2021 IT Technician for National Eye institute

Maintaining the computer interface between optical diagnostic equipment RDP remote management with Windows and Goverlan

Adobe Creative Cloud user configuration

Build and configure Windows 10 systems for general purpose and research Office 365 Administration

Active Directory system management

Bomgar/ Beyond Trust remote resolution

50% onsite & 50% remote resolution

Dell desktop and laptop systems troubleshooting

Printer configuration with Printer Logic and local/manual configuration Remote patching with Ivanti

Crash Plan user configuration

Service Now ticketing system

SharePoint

KACE server/system management

Apple/ios/Mac/iphone/ipad environments

Public Trust Cleared

Unisys/ElectricBoat-General Dynamics October 2020 - April 2021 Primary IT Technician WEO EB Washington D.C

Windows 7/10 Environment

Remote Hands Network Technician

Remote support using LANDesk

Current Public Trust

Hitachi-Vantara April 2019 – April 2020

IT Lead Hitachi-Vantara Herndon VA.

Local Systems Administrator

Provide remote management through JAMF and Active Directory. Primary IT Tech for Hitachi-Vantara Herndon. IT support for over 100 local users. Scripting with Power-Shell

Provide remote resolution for Hitachi-Vantara North America support through https://www.beyondtrust.com Support a mixed environment of Windows, Linux, and Mac laptops and Desktops. Provide support for mobile devices, iPads, iPhones, and Androids. Prepare equipment for surplus, including secure removal of data. Use Service-Now ticketing system to document all work performed and communication with clients. NIH NHGRI (National Institute for Health) August 2018- October 2018 Desktop Security Support Engineer

Support a mixed environment of Windows, Linux and Mac laptops and Desktops. Setup and configure workstations to be used in a diverse environment, while adhering to security requirements and NIH directives.

Provide support for mobile devices, iPads, iPhones, Blackberry and Androids. IT/Desktop security team finding and patching OS and vendor software vulnerabilities. Provide remote IT/ Desktop Support to NHGRI users at the NIH campus; approximately 800 users. Provide remote resolution support through Bomgar -https://www.bomgar.com Provide remote management through Lan-Rev and Active Directory. Prepare equipment for surplus, including secure removal of data. Use Service-now ticketing system to document all work performed and communication with clients. Facebook October 2017 – April 2018

Remote IT/ Desktop Support Facebook HQ

Office 365 System Administrator

Manage user accounts in Active Directory

Create Distribution lists and Utility accounts in Exchange using PowerShell Provide windows 10 and Mac OS troubleshooting and support 90% Apple OS X remote support

Provide 100% remote resolution support through Bomgar -https://www.bomgar.com Troubleshoot end user network connectivity problems iOS and Android MDM support

MDM remote wipe of laptops and phones through Mobile Iron and Absolute/Computrace Adobe Creative Cloud

Managed Software Center

Hardware and software requests

Dropbox end user support for data storage management Working knowledge of Citrix

Mac OS Enterprise/ management though Chef

Merit Security December 2014 – October 2017

Information Technology / Counter-Industrial Espionage Technician Support C level Executives

RF/ Wi-Fi specialist

Telecommunication specialist

Electronic espionage analyst

Network Technician

Windows, Mac, Linux, iPhone, Android, and Tablet support GE Venture Capital July 2014 – November 2014

Primary Desktop Support Technician

Support C level Executives

Windows / Mac environment + iPhone, Android, and tablets Resolved Wi-Fi network connectivity issues that plagued their office for 2 years 10% of systems were being backed up before I started. Now 100% of systems are regularly backed up Installed Cisco Wi-Fi controllers and APs

Imaged Mac and Windows systems with GE modified images Resolved IT issues for the administrative assistant to the CEO Resolved Android, iPhone, and iPad hardware and software configuration problems E La Carte November 2013 – April 2014

Network Engineer

Support C level Executives

Installed Cisco Meraki Routers

Designed and built custom mounts for E La Carte’s office Meraki routers. Configured Proxy Servers

Configured BOH POS Terminals (Aloha and AppleOne)

Installed Audio Video Equipment

Interfaced with the customer and our software development Team to resolve issues Stanford Hospital April 2013 - September 2013

Desktop Support Technician

Installed Win 7 though PXE BOOT

Installed XP from thumb drives

Added and removed computers to the domain through AD Rest Passwords in AD

Diagnosed Network connectivity problems between PC and IDF / switches and routers Deployed new systems to the user’s site

Diagnosed hardware/software issues remotely and at the user site. Tracked and documented all IT trouble tickets with Remedy ITSM BAE Systems October 2010- July 2011

Lead Windows 7 Migration/ Integration Engineer

Deployed over 500 new Desktop & laptop Win 7 systems Responsible for the seamless migration of diverse software applications Resolved legacy software conflicts with Win 7

Tracked and documented all IT trouble tickets with Maximo Asset Management Support L3/ Titan Communications (U.S. Central Command) March 2007 - June 2007 Desktop Support Technician

Support for High level military commanders

Provided 24/7 technical support for U.S. and Multi-Nation Collation Forces consisting of more than 20 countries.

Installed COTS and military specific computer hardware & software Maintained company specific computer software

Upgraded printers in a demanding and dynamic environment Remote resolution and software installation across continents Engert’s Television Service July 2006 – August 2010 Lead Field Service Technician / Customer Relations Rep Performed IT Services for various commercial and residential clients This is my father’s Television/ Electronics repair shop Repaired LCD, Rear Projection, Plasma, and CRT televisions to component level Installed commercial and residential Satellite Communication equipment NJVC (National Geospatial Intelligence Agency) December 2004 - July 2006 Senior Desktop Support Technician

Provided support as Windows 2000 and XP system administrator using active directory. Remotely installed operating systems and software using Microsoft SMS for over 10,000 users Led training for Microsoft operating systems, 2000, XP, and support applications Maintained and provided support for all HP Laser Printers General Dynamics U.S. Army Reserve Special Operations March 2002 - December 2004 Field Service Technician

Support for High level military commanders

Installed fiber-optic backbone for 470th MI Unit at Camp Bullis Proudly served as SSR for the 470th USARSO and the ARISC Provided training for Iridium Satellite Phones

Maintained Sun and Dell Servers, workstations, and peripherals Supported Microsoft 2000 & Microsoft XP and all HP Laser Color printers and Large Format Printers General Dynamics U.S. Special Operations Command June 2000 - March 2002 Field Service Technician

Support High level military commanders

Launched CENTCOM Regional Intel Server Site (CRISS) to Qatar Deployed in support of CENTCOM CDHQ

Maintained and upgraded USSOCOM network servers

Terminated Fiber Optic and CAT 5 cable

Installed and Maintained Dell & SUN workstations

Military Experience

1995 – 2003 U.S. Air Force and U.S. Air Force Reserves United States Special Operations Command January 2001 – October 2003 AFSC 2E2X1; Electronics and Computer Switching Systems Technician Monitor the NOSC for connectivity issues

Maintain, upgrade, and, load cryptographic equipment Install, upgrade, and maintain servers in a diverse SAN Install Servers / run daily, weekly, and monthly backups Analyze and Resolve Network connectivity problems

First Communications Squadron/Air Combat Command December 1995 - May 2000 AFSC 2E2X1; Electronics and Computer Switching Systems Training AETC (US Air Force) Installed, Programmed, and Maintained 3865 Tactical Telephone Switches Maintained and repaired DEC VAX 6400 Main Frames, DEC 3100 workstations, printers, and tape-drives Built, maintained, and repaired DEC and Intel processor based workstations Maintained and repaired monitors and printers (line, dot matrix, ink jet, LASER, and large format printers) Performed both mechanical and fusion fiber optic splicing Component level trouble shooting

Education

San Diego Mesa College Information Technology: 2011- 2013 Saint Petersburg College -- Information Technology: 2006 - 2009 Montgomery Community College: 2005 - 2006

Northwest Vista College -- Information Technology: 2004 Saint Leo College: 1998-2000

AETC U.S. Air force 1996 -1998

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