Desktop Support Technician
Resume:
NORMAN C. DOWNEY, II
Chicago, Illinois 60649
***************@*******.***
PROFESSIONAL EXPERIENCE
Desktop Technician Consultant for Various Clients Chicago IL. 04/2020 – Present
Provided break fix resolution.
Provide Desktop support to executives and end users to resolve computer issues.
Used Remote desktop to fix user computer issues.
Managed installation, configuration, and repairs for end users
Omni Corporation Chicago IL. 01/2020 – 04/2020
LAN Administrator / Desktop Support
Set standard for Windows 10 imaging,
Maintained inventory for all departments, PC and Mac .
Responsible for maintaining OU (organization units) / GP (group policies) in AD (Active Directory).
Maintained Cisco Phones POE (power over Ethernet) system.
Maintained AV (audio visual equipment for conference rooms.
Implemented Microsoft Teams,
Implemented Google DUO, Zoom.
Maintained RSA Secure id for VPV.
BNY Mellon Chicago IL. 06/2019 – 11/2019
LAN Administrator / Desktop Support
Verified and managed 8 Cisco 2900 switches.
Verified and managed 8 Dell PowerEdge R540 servers with Windows sccm 2012
Supported 4 office location in the Chicago area.
Supported international and national users.
Provided break fix resolution.
Provided software escalation.
Jacobs & Clevenger – Chicago IL 03/2019 – 04/2019
Lan Administrator
Verified and managed Sonicwall Firewall.
Verified and managed 2 Cisco 2900 switches.
Verified and managed 2 Dell PowerEdge R320l servers
Verified and managed 10 VM servers.
Verified and managed XO router.
Verified and managed Buffalo SAN device.
Verified Barracuda email filter and Backup Success.
Maintained Audio/ Visual equipment Crestron 3 and Cisco polycom.
Managed 20+ Apple MacMini Mac OS X 10.6-10.1 with Active directory.
Managed 30 + Dell Latitude E7450 Win 7, 8, 10.
Managed Cisco Phone System
Managed inventory.
Acero Schools – Chicago IL 03/2018 – 05/2018
Desktop Lead
Used SCCM to deploy Microsoft software and patches to servers and user computers.
Managed team of three desktop technicians.
Used Google Suite to manage Lenovo N23 Chromebooks.
Managed inventory.
Managed Apple Mac books with Active directory.
Maintained and repaired Epson overhead projectors.
Trained staff on setting up and using projectors along with audio equipment.
Northwestern Memorial Hospital - Chicago IL 10/2017- 11/2017
Desktop Lead
Used MDT to deploy Microsoft software and patches to Servers and user computers.
Managed team of desktop technicians.
Maintained conference room audio, video equipment and Polycom conference phones
Maintained and repaired Epson overhead projectors.
Trained staff on setting up and using projectors along with audio equipment.
Used Symantec Norton Anti – Virus console to deploy, monitor, and remove computer virus and malware.
Monitored Symantec Endpoint protection console for anti – virus protection.
Migrated users from out of warranty Dell Optiplex 745 Windows XP to HP 8300 Windows 7 desktops utilizing Altiris and Ghost imaging.
Used Service Now (SNOW) ticketing system.
Used Service Now (SNOW) ticketing system.
Maintained Active Directory adding new users, unlocking user accounts.
Used SCCM 2012 and PXE to install Windows 7 images/ patches and additional software.
Provide Desktop support to executives and end users to resolve computer issues.
Used Arcronis True Image 2015 to image computers.
Packages software for deployment in SCCM.
Used Google Suite to manage Lenovo Chromebooks.
Blue Cross Blue Shield Chicago IL 02/2017- 07/2017
Health Care Insurance
Desktop Support
Used Service Now (SNOW) ticketing system.
Managed Apple Mac books with Active directory.
Used Google Suite to manage Lenovo Chromebooks.
Maintained Active Directory adding new users, unlocking user accounts.
Used SCCM 2012 and PXE to install Windows 7 images/ patches and additional software.
Provide Desktop support to executives and end users to resolve computer issues.
Used Arcronis True Image 2015 to image computers.
Monitored Symantec Endpoint protection console for anti – virus protection.
Packages software for deployment in SCCM.
Migrated users from out of warranty Dell Optiplex 745 Windows XP to HP 8300 Windows 7
IRI World Wide Chicago IL, 03/2016- 01/2017
Analytics, business intelligence solutions
Desktop Support
Provide Desktop support to executives and end users to resolve computer issues.
Supported 1500+ Dell laptops nation wide.
Supported 50+ Apple Mac book pro laptops
Used SCCM 2012 and PXE to install Windows 7 images/ patches and additional software.
Used Remote desktop to fix user computer issues.
Used Arcronis True Image 2015 to image computers
Built new image for new model Dell laptop.
Monitored Symantec Endpoint protection console for anti – virus protection.
Used Crash Plan Pro for cloud backup of laptops.
Innotrac Chicago IL, 10/2015 –1/2016
Product Fulfillment
Assistant LAN Administrator
Provide Desktop support to executives and end users to resolve computer issues.
Maintained Active Directory on Windows Server 2012 and 2008 R2.
Used SCCM to deploy patches and software.
Used SCCM to monitor application performance.
Supported Bring Your Own Device (BYOD) for work at home users; IPAD1/ IPAD2, Android devices.
Used Power Shell and Scripting to migrate user settings.
Citadel Chicago IL, 10/2014- 02/2015
Proprietary Investment Brokerage
Assistant SCCM Admin\ Desktop Support
Provide Desktop support to executives and end users to resolve computer issues.
Maintained Active Directory on Windows Server 2012 and 2008 R2.
Used SCCM to deploy patches and software.
Used SCCM to monitor application performance.
Used Power Shell and Scripting to migrate user settings.
Configured application packages.
Supported Bring Your Own Device (BYOD) for work at home users; IPAD1/ IPAD2, Android devices.
Developed documentation for end user training.
Installed and configured Bloomberg and TOAD applications for traders.
B. S computer Science Morehouse College
A+ Certified.
Microsoft Certified
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