Desktop Analyst Support
Resume:
Phillip Cauley
Professional Summary:
• Highly seasoned Desktop Support Specialist with 12+ years of experience with PC and laptop repair, troubleshooting, upgrades, Windows migrations, large deployments, system configuration activities, and technical asset management.
• Thorough knowledge and experience with upgrading, configuring, replacing, repairing and troubleshooting PC software and hardware primarily for Dell, HP, and Toshiba desktop and laptop computers
• Skilled in using Microsoft User State Migration Tool (USMT) v3 and V4, System Center configuration Manager 2007 (SCCM), and Novell ZENWorks.
• Experience with troubleshooting issues related to computer domain creation of group policies, and profile management, DHCP, DNS, TCP/IP. Linux and UNIX Administration.
• Highly proficient with numerous PC imaging/reimaging applications and tools such as Symantec Ghost, Altiris, Novell ZENworks, Norton Ghost, Symantec Wise, and Sysprep utility.
• Worked extensively in Microsoft and Novell network environments and thoroughly enjoys working with corporate end users.
• Create Non-Windows User Accounts(Vista,VBMS,CAPRI, CSEM,etc.
• Initiate/Coordinate userAccount Moves(Customer Transfer)
• Maintain and edit user AD accounts and metadata(name changes,local distrogroups,etc
• Modify/Update local security and distribution groups
• Customization of user Account access (AD,Vista,VBMS,CAPRI,etc.
• Troubleshoot user Accountaccess issues.
• Coordinate/Reconcile HR gainsand losses with system accesses Technical Summary:
Windows NT/2000/XP/Vista/7, Symantec Ghost, Altiris, Lotus Notes, Remedy, Active Directory, Windows 2003/2008 Server, Exchange Server, Microsoft Sysprep, HP Asset Manager 5.2, Numera Asset management platform, Altiris, MS Office Suite 2000/2003/2007/2010, Word, Excel, IBM IntelliStation, Cisco VPN, TCP/IP, LAN, WAN, Novell GroupWise, Wyse Package Studio 7, Norton Ghost, Novell ZENworks, Numera Asset management, Norton AntiVirus BlackICE, Wi-Fi, NetBackup, VoIP, Cisco Call Manager, Cisco VPN, MS Outlook, Symantec Wise, Internet Explorer, Citrix ICA 8.x and 9.x, VMware, Business Objects/UNIX, Linux Ubuntu, Concordance CaseMap, DocX,Sanction, SQL Server, DameWare,, IBM Tank and IBM Sure POS, NCR, Par XP, pcAnywhere, VNC, Netport, Novell NDS server, Marimba Tuner, HP printers, VPN Server, Tivoli, Netscape, Internet Explorer,Windows 10, VM Ware AirWatch,Peoplesoft, Workday
Education:
• Certificate in General Studies, Computer Learning Center, Long Beach, CA – Graduated
• High School Diploma, Chicago Vocational High School, Chicago, IL – Graduated
• Microsoft Certified Professional-MCP 70-680 Configuring Windows 7
• A+ Certified Itilv3, Network plus,
• VA Certificate Cyber Security
Booz Allen Hamilton
Intratek Computing Contract
VA Health Care System
IT Specialist
3/20/2020-Present
Duties:
• Escort contractor /unauthorized personnel who require temp access
• Escalate,notify, and manage site prescenceto ESD /ECC for MIM requirements-depending on severity of the outage.
• Collaborate with business partner to establish (not design or accept responsibility for)requirementsdocumentation for scope, growth, CAD drawings special circumstances, and sustainability for infrastructure procurements.
• Track and receive equipment in support of infrastructure projects; acknowledge receipt; close out in support systems.
• Service Now Ticket Queue Management
• Image and deploy in support of activations,moves,and tech refresh
• Troubleshoot, Repair and Replace End user Equipment.
• Collaborate with DistrictBusiness office to identifyand procure one time and recurring hardware/Software request to support area-manage local software/hardware contractsspecific to the area of operations.
• Physical Inventory management
• Maintain local standard Operating procedures(SOPs)
• Remediate emergentworkstationvulnerabilities
• Assist with TRM approval and Compliance
• PTA/PIA/DRP//ISCPA Collaboration with Business partners
• Physically rack,power& connect switches routers&other appliances.
• Closet management:Housekeeping in closet areas,conduct cable management and recurring clean up.
• Collaborate with facility staff and other organizationsfor UPS maintenanceand support.
• Review access logs and maintain physical Access Control.
• Label ports on switches for Configurations
• ISE Server MACD (dbat); Add/Changes/Deletions
• General troubleshooting(Check Power,Check cabling,observe lights on ports, toning cables,/checking continuity,setup Wireshark etc..
• Review procurements for network Adds(Medical/SPS) (EX: looking for patch panel/port physicalavailability and capacity
• Wireless Coordination and troubleshooting
• Customer engagement
• Support working groups/committees as DevSecOps/ITOPS liaison where EUO expertise is needed.
• Provide specialized support with onsite customers with unique requirements in accordance with OIT agreements.
• Manage mobile telecom devices(validate/review,locate,recall appropriate,discontinue if appropriate,etc
• Install Configure softphones
• Submit requests to TBO for circuit add/delete/modify
• Assist TBO with Vendor pertaining to WAN/Circuit Outage
• Plum Case and associated network configuration/setup
• MAC OS Sierra and Large scale deployment of Mac computers and deployment.
• Ninja One and Comet Backup of MAC harddisk
IT Desktop Support
CBS/Viacom
12/23/2019-1/31/2020
providing support to all staff members onsite and in satellite offices
Imaging of windows 7 dell laptops and desktops Optiplex 5070 utilizing SCCM
Participated in rollout of new software/hardware to ensure consistency IS standards
Ensured that all requests from users are logged and escalation procedures are followed
Participated in maintaining testing and updating Macintosh and PC deployment
Recovered assets and updated asset management
Install and configure printer and various network equipment
Installed and Configured Office 365 and Secure pulse VPN client
Assist staff members with setting up mobile devices and configuring them using intune
Installed monitors and resolved issues with applications such as Eyecon software
Updated windows security patches bios, and drivers using Dell command
Setup network drive mappings and default applications
Installed applications such as Xytech,AutoCad and Citrix Receiver and plugins
Tracked tickets using Service Now and ensured they were within SLA
Provide group and one on one systems/software applications advice/support to customers as required (ADPACs/coaches/SMEs/power users,etc.)
Out process contractor as required,Equipment validation for returns and accounts disabled.
Collaborate with Business partner on equipment requirements definition for moves and activations.
Mac imaging and backup and restoration of Daemon tools for Mac to image PC’s Service Desk Analyst
10/2019-12/23/2019
CIM Group-Los Angeles, Ca
Supporting 750+ users across multiple sister companies
Resolving tier 2 service desk requests
Assisting executive level-users with technology needs
Performing Windows 10 OS deployment using SCCM 2016
Supporting users via Active Directory to reset passwords and add users to distribution lists, and setup new accounts
Logging calls using Service Now and adhering to CIM SLA’s based on ITIL standards
Performed breakfix on Lenovo and dell laptops t470 and t490
Perform break fix on Lenovo Thinkpad
Support applications such as Yardi Real Estate software and Nexus Payables
Provide high level Customer to all end users
Assist end users with Android and Iphone device mobile management and setup
Performed IMAC of desktops and peripherals when required
Responsible for Onboarding new acquisitions across the United States
Assist users in installation and troubleshooting of Global protect VPN and DUO 2 factor authentication
Utilize Logmein to remote into user computer and resolve technical issues Detailed Experience:
Randstad/Capital Group
333 South Hope Street Los Angeles
Desktop Support Technician
4/2018 to 7/2019
Performs desktop and network remote administration. Administers Windows 2008 and Redhat, and servers.Responsible for reporting viruses and performing root cause analysis.
Configuring PC and laptops remotely for end user Enterprise.Performing maintenance and installation of sonic firewall and troubleshooting DNS TCP/IP issues. Answered level 1 and Level 2 helpdesk questions and created network accounts.
Installation of Cisco VPN and Any Connect client and monitored system through event viewer
Performing break fix on HP laptops and desktops. Utilize Remedy and Service Now tracking system to log tickets.
Performed Windows 7 to Windows 10 in place upgrades, migrations and imaged laptops for incoming new employees and staff. Handled IOS and Android configurations. Utilized Asset management system to keep track of computer assets. Reset passwords using Active Directory and resolved Outlook, Word and Excel issues.
Attended daily team meetings to discuss work performance and key Information Technology objectives within the enterprise.Configured Blackberry works and installed proprietary software from the Company Application store. Office 365 installation and troubleshooting.Utilized Vmware Airwatch to remote into mobile devices and protect corporate information through device security protocols. I added new devices quickly and easily along with application policies remotely using Airwatch.Managed endpoints using Airwatch through single administration console.
Performed asset inventory and management of devices using Airwatch. I was able to troubleshoot devices using Vm Ware Airwatch. Supported ERP software such as cloud management and warehouse management software to better streamline the collection and storage of company data.Utilized Workday Human Capital software to monitor accounting data and analytics,also and establish reports for timekeeping.
Southern California Edison
Fountain Group
IT Specialist Southern Region
11/24/2014 to 3/2018
IT Specialist performing in place upgrades on Emobile and CMS devices for Field technical Support teams. Handling networking macintoch hardware related issues DNS issues and configuration and imaging of devices.Iphone android as well as IOS devices ipads and peripherals.
Utilizing SCCM and Altiris to push packages across network and responding to after hour level 2,3 support requests from all users. Supporting a Appv and Virtual desktop environment. Hardware supported are Dell workstations,Panasonic toughbooks Cf30, Hp and providing access to SCE sharepoint website.
Installation of all proprietary software and initiating move adds and change requests throughout the enterprise.Installing Windows XP Windows 7 and Windows 8 onto the workstations. Configuring Yosemite OS and Mountain Lion OS.Performing break fix on blackberry and printers copiers and setting up Exchange server mailboxes. Troubleshoot PST files and Outlook.Perform other duties as required. Windows 7 to Windows 10 migration through SCCM.
Administration of Office 365 and Service Now. Utilized Airwatch to remote connect to mobile devices and run updates and install applications. Enabled users with self service access so that they could reset their passcode within Airwatch to alleviate ticket requests.
ERP software apps supported are production sales and cloud based software solutions. Provided ERP application support for all users across the firm. Lead ERP projects such as platform installations, upgrades and migrations, data extracts for financial or audit purposes, integration with other mobile and cloud apps. Northrop Grumman
Helpdesk Technician
4/2/2014-11/2014
Performs desktop and network remote administration. Administered Windows 2008 and Redhat servers.Responsible for reporting viruses and performing root cause analysis.Configuring PC and laptops remotely for end user Enterprise.performing maintenance and installation of sonic firewall and troubleshooting DNS TCP/IP issues.
Installation of Cisco VPN Any Connect client and monitoring Computer system through Event Viewer. Performing break fix on HP laptops and desktops. Documenting tickets and responding to level 2, and level 3 network calls. Pushing software to workstation using Altiris and RDP client into workstations.Handling any after hour computer network setup and Configuration services for end user.Installation of Office 2010 and above onto workstations and imaging of desktops and laptops for end user. Maximo RDBMS,asset. Provided ERP asset inventory and application support for users across the firm.Utilized Workday to monitor and report financial data and track timekeeping statistical data. May-2013 to March-2014
Toyota/Collabera
Network PC Technician
Deploy and Configure equipment at Client site and Configure PC’s Multifunction printers and Cisco switches.
Support offices and training sites by troubleshooting and resolving network,software and hardware issues.
Employer: Computer Sciences Corporation (CSC), Sterling, VA, January 2011 to May 2013
Client: Transportation Security Administration (Contract), Los Angeles, CA, IT Specialist / Desktop Support Lead
• Responsible for planning, analyzing, implementing, and maintaining information systems, security initiatives, and programs; provided direct input regarding specifics of newly created IT policies and procedures.
• Performed desktop setup and break fix activities on Dell, HP, and Toshiba desktop and laptop hardware.
• Worked extensively with IBM compatible hardware such as IntelliStation 185 and 265 workstations.
• Provided Level 2 support for corporate user community and gladly accepted network and desktop support calls during business hours and after business hours.
• Utilized Symantec Ghost, Altiris, and Novell ZENworks to image and reimage laptops and workstations in Windows environment.
• Supported user community of 800 users running Windows 2003 server and successfully migrated end user community workstations from Office 2007 to 2010
• Maintained and configured Novell GroupWise desktop client version 7.0, Active Directory, and HP Service Desk.
• Logged calls using Remedy service management system and ordered parts such as motherboards, power supplies, and peripherals.
• Supported MS Outlook and MS Office 2010 and maintained Novell client using Novell ZENworks remote toolset.
• Ensured confidentiality, integrity, and availability of systems, networks and data and maintained PC Laptop and Blackberry Devices for Inspections, Surface and other Homeland Security Departments
• Utilized HP Asset manager 5.2 tool to effectively define security plans and policies, in addition to implement security requirements and programs across disciplines.
• Microsoft System Center Console Manager
• Utilized Symantec Endpoint protection software
• Managed print Services
• Employed Numera Asset management platform to assess new system design methodologies for improving software quality and institute measures to ensure awareness and compliance.
• Supported Microsoft Exchange
• Implementation of Active Directory to desktop
• Configured Windows Xp,Vista and Windows 8 to workstations.
• Assisted with developing long term plans for IT security systems and resolved integration issues related to the implementation of new systems with the existing infrastructure. Environment: Symantec Ghost, Windows XP, 7, Active Directory, Windows 2003 Server, workstations, desktops, laptops, printers, repair, installation, upgrade, configuration, collaboration platforms, Novell GroupWise, Novell Zenworks, Anti-Virus, optimization, Microsoft Office, Word, Excel, Power Point, Wi-Fi, routers, motherboards, Numera Asset management, security systems, HP Asset manager 5.2, IBM IntelliStation Employer: AboutWeb LLC, Rockville, MD, February 2010 to March 2011 Client: Securities Exchange Commission (Contract), Los Angeles, CA, Desktop Support/IT Specialist
• Maintained, analyzed, troubleshot, and repaired hardware and computer peripherals such as Dell, HP 9050 multi-function printers and managed and accurately documented all asset replacement and repair activity.
• Provided Level 2 support for corporate user community in Windows XP and Vista system environments and deployed workstations from Windows XP packaging to Windows 7 Professional.
• Resolved numerous integration issues related to implementation of new operating systems with existing infrastructure.
• Identified, analyzed and repaired product failures, then promptly ordered and replaced parts and new equipment as needed.
• Conducted feasibility studies and defined and analyzed requirements for hardware and software implementations.
• Utilized Wyse Package Studio 7 to deploy desktop applications and migrate to MSI.
• Installed and configured Lotus Notes version 6.5 and MS Outlook for clients and provided telephone and in-person troubleshooting.
• Performed Server maintenance on Windows 2003, 2008 Server and Exchange Server and utilized Symantec NetBackup to successfully perform end-user data and desktop application backups.
• Maintained and configured Citrix ICA client version 8.x and 9.x profiles, performed Cisco VPN troubleshooting and configuration, in addition to Blackberry 8700 Bold wireless synchronization.
• Supported and maintained user account information including rights, security and systems groups, including VTC support and break fix for hardware setup Active Directory accounts.
• Assessed new security technologies and potential threats and recommended which products or services best fit client’s needs.
• Provided technical litigation support assistance for several investigations throughout program; planned, managed, and maintained electronic document collections.
• Shared advanced Excel knowledge with end-users’ and created complex Excel worksheets with highly customized macros commands.
• Trained client staff at all levels in proper usage of various litigation support tools, concepts, and procedures and instituted users’ redaction function within Office 2003 and 2007
• Analyzed, researched, upgrade and maintain necessary hardware and software to assure that the litigation support systems used by the Program were operating properly and effectively.
• Provided assistance for the development and revision, where required, of technical standards, policies, and procedures to be used in the implementation of litigation support operations.
• Develop, test, implement, and maintain new hardware/software systems, and assist in the development and revision of technical standards, methods and approaches in the implementation of overall operations, programming and data file management concepts and procedures.
• Supported Electronic Evidence Management Applications such as Concordance Casemap and DocX,Sanction.
• Utilized VMware, Business Objects/UNIX, and Linux Ubuntu to execute commands in order to configure and install programs and perform maintenance on server.
• VSM Ticketing SSystem
Environment: Symantec Ghost, desktops, Windows XP/7, Windows 2003/2008 Server, Exchange Server, laptops, NetBackup, Wyse Package Studio 7, Lotus Notes, Cisco VPN, workstations, MS Outlook, MS Office 2003/2007, Word, Excel, Active Directory, Symantec Wise, Internet Explorer, Citrix ICA 8.x and 9.x, VMware, Business Objects/UNIX, Linux Ubuntu, Concordance CaseMap, DocX Sanction, printers, repairs, installations, upgrades Configured Windows 8,Vista and Xp to workstations
Employer: Rose International, Los Angeles, CA, September 2007 to January 2010 Client: Teletech (Contract), Burbank, CA, Desktop Support Specialist,
• Performed 2nd Level desktop support for more than 6,000 end-users within Windows Server 2003 environment.
• Supported Lotus Notes version 6.5.2 and configured Palm Treo 650, Blackberry desktop manager software for end users.
• Supported 30+ plus end user calls per shift regarding various technical issues. Utilized Wise pre-deployment software to harness benefits of managing virtual applications.
• Provided high-level customer service to all end users; utilized Remedy tracking software to track service calls; utilized pcAnywhere and VNC to remotely connect into user’s workstation.
• Performed HP, Lexmark and network printer setup and configuration activities, VoIP Cisco telephone configurations using Cisco call manager.
• Utilized Active Directory to add users and create user accounts and also reset passwords.
• Implement hardware and software using Norton Ghost or system smart tool to push software to workstations. SQL Server Administration and LAN, WAN troubleshooting; utilized Win install.
• Responsible for managing assets and for keeping track of all moves, additions, and changes to existing hardware.
• Responded to POS software calls dealing with IBM Tank and IBM Sure POS, NCR, Par XP software.
• Utilized DameWare and Exchange Server to setup email accounts and to remote into offsite workstations.
• Assisted with setup troubleshooting of company VPN software and wireless networks. Troubleshoot Mac G4 and Peripherals.
Environment: Windows Server 2003, Active Directory, Wise, Lotus Notes, VoIP, Cisco Call Manager, VPN, Remedy, pcAnywhere, VNC, LAN, WAN, Norton Ghost, SQL Server, DameWare, Exchange Server, IBM Tank and IBM Sure POS, NCR, Par XP, workstations, desktops, laptops, printers, repairs, installations, upgrades Employer: Rose International, Los Angeles, CA, Desktop Support Specialist, October 2004 to August 2007
Client: St. Jude Medical Center (Contract), Fullerton, CA, Desktop Analyst
• Assisted more than 500 customers with knowledge management-related questions and track calls using Remedy.
• Setup and installed PC equipment such as Dell OptiPlex, 505 and 600 laptops and computers.
• Assisted other technicians with migrations and deployment of new software and upgrades.
• Utilized Remedy call tracking system and responded to SLAs accordingly depending on severity.
• Performed PC moves and setups when required and installed Marimba Tuner onto laptops and network.
• Troubleshot wireless access points that were not working or were down.
• Reported system outages to supervisor and solved network connectivity and PC problems.
• Installed GroupWise and created user accounts at the Novell NDS server.
• Configured Intel Netport print servers to print in a multiple user environment.
• Ordered the parts and service for laptops and PCs that were not functional and required Dell service.
• Responsible for resolving printer performance problems; opened tickets and troubleshot with printer technician until problems were diagnosed and resolved.
• Installed Office 2000 and Windows 2000 along with Windows XP.
• Performed imaging of Toshiba and Dell laptops using Norton Ghost and Microsoft Sysprep utility.
• Handled VPN connectivity issues and network connectivity problems that arose.
• Performed setups of e-Mail accounts and troubleshoot HP printers and print servers.
• Utilized knowledge base software Namara and Encase software to assist customers with problem resolution.
Environment: Windows XP, Windows Server 2003, workstations, Active Directory, Wise, Lotus Notes, Microsoft Sysprep, VoIP, Cisco Call Manager, Remedy, pcAnywhere, VNC, LAN, WAN, Norton Ghost, Netport, Novell NDS server, Marimba Tuner, Office 2000, Namara, HP printers
Configured Windows Xp,Windows 8 and Vista to workstations. Utilized Microsoft System Center Console Manager
Employer: Directfit, Los Angeles, CA, October 2001 to September 2004 Client: Farmers Insurance (Contract), Los Angeles, CA, Desktop Support Analyst
• Responsible for analyzing and resolving internet service connectivity problems.
• Performed the setup and installation of hardware and software where applicable on Dell and Compaq computers.
• Interacted with end-users in a Call Center environment to resolve MS Office and Windows XP issues.
• Utilized Sysprep to prepare images for Dell 505, 600, OptiPlex and SX and GX model computers.
• Assisted with the installation and setup of Dell hardware such as sx260, 270 and OptiPlex systems.
• Troubleshot wireless connection for VPN users and remote mobile users needing to connect to the VPN Server.
• Provided technical assistance for Windows XP/2000 users.
• Utilized Netscape and the Internet Explorer Browsers to research data and to troubleshoot and update patches.
• Responsible for troubleshooting Novell and MS Outlook and Lotus Notes e-mail clients.
• Created trouble tickets within Remedy call tracking system for all end-users and performed system upgrades.
• Installed Service Pack 2 where applicable and assisted IT department with migration from Windows NT to XP and performed post support work for end-users.
• Utilized Tivoli and Remedy call tracking systems to note details of each call.
• Performed Level 2 Desktop Support functions while working in Dell computer and Toshiba environment.
• Performed network related functions such as assisting with back-ups and resolving any TCP/IP logon conflicts.
• Responsible for the setup of e-mail accounts and created user IDs for the end-users.
• Assisted the customer by giving great customer service and utilizing Traction knowledge based software to run queries relating to insurance questions from the customer. Environment: Microsoft Sysprep, workstations, Windows 2000/NT/XP/, Active Directory, VPN Server, installations, Remedy, Lotus Notes, Novell, printers, VoIP, Cisco Call Manager, Remedy, Tivoli, pcAnywhere, VNC, TCP/IP, LAN, WAN, Norton Ghost, SQL Server, Netscape, Internet Explorer MS Outlook, desktops, laptops, repairs, installations, upgrades Employer: Adecco Staffing, Cyprus, CA, May 2000 to October 2001 Client: XEROX (Contract), El Segundo, CA, Desktop Support Specialist
• Installed, maintained, and troubleshot Novell Servers and Windows NT Servers.
• Maintained the DC40, DC12 and Docutech Printers that were connected to Local Area Networks.
• Trained customers at their sites on the hardware and software needed to print jobs.
• Configured Xerox software to run on various platforms such as Windows SMB Printing, UNIX Sun OS, Solaris Version Operating systems, Windows NT and Novell Operating Systems.
• Answered sales and customer questions as they relate to complex software and hardware problems.
• Coordinated the return and replacement of defective equipment.
• Responsible for follow-up with customers in order to resolve any technical problems with the network.
• Responsible for troubleshooting and analyzing, installing Novell 5.0 and Lotus CC:Mail Lotus CC: notes, Office 2000, Windows 2000, MS Excel, MS Word, Remedy and GroupWise and Windows 98/XP/NT.
Environment: Windows 98/2000/XP/NT, Novell, Windows NT Servers, printers, UNIX Sun OS, Solaris, Windows NT, Office 2000, MS Excel, MS Word, Remedy and GroupWise. workstations, desktops, laptops, printers, repairs, installations, upgrades
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