Desktop Support Network Administrator
Resume:
Alexandru Maran
IT specialist
Field Support and on-site
Summary
Highly competent and knowledgeable technical support with experience in and maintenance of medium to large networks and systems. Experience with desktops, servers, and virtual machines. An innovative problem solver with excellent diagnostic and analytical skills. A responsible, results-oriented individual with good communication and organizational skills can work alone and in a team.
On-site
Technical Expertise
Operating Systems
Windows 10, Windows 11, Windows 7, Windows XP, Windows 2012 Server, Windows 2016 Server
Migrations
Windows 7 rollout and migrations, including Office 2007/2010
Windows 7 to Windows 10 migrations, Windows XP to Windows 7 Migrations
OS Functions
Backup (ArcServe, Backup Exec, Netbackup), AntiVirus, Active Directory, Deployment
Productivity
Microsoft Office Suite, Office 365 Suite, Fax Servers
Exchange 2003, 2007, MailStore, MailRoute, Blackberry Enterprise Server (BES)
Network
Sonic Firewall, Dell Layer 3 Switches, Cisco Switches, Ubiquity UniFi
Hardware
Dell servers, desktops and laptops, Lenovo desktops and laptops, HP and Ricoh printers
Telecom
VOIP, Nortel /Avaya IP Phones
Virtual
VMware ESX, VSPHERE Microsoft Hyper-V
Cloud
Azure, Office 365, AWS, Google Cloud (GCP)
OS Deployment
Microsoft SCCM, Azure Autopilot, Intune
Professional Experience
AbbVie Canada December 2022 – April 2023
Desktop Support Engineer
oCarry out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws.
oSNOW (Service Now) Ticketing system
oEnsure compliance with all company policies and procedures, including safety rules and regulations.
oProvide comprehensive technical support services to the Client’s internal customers and service providers.
oDisplays a high-touch, high quality customer service, by greeting customers upon entry to the service area, frequent follow-up and proactive attention to their needs.
oPerform IMAC-related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration
oResolve reported incidents in the software & hardware environment
oMaintain incident management system with up to date information on ticket progress
oComplete assigned tickets in timely manner within the Client SLAs
oUpdate asset tracking inventory in accordance with work instructions
oProvisioning and deployment of internal VoIP telephones
oAssess reported issues and work directly with Client’s service providers for escalation and timely issue resolution, as necessary.
oEffectively communicate with Deskside Supervisor in regard to asset management and break/fix processes.
oProvide support services for Client’s conference rooms, including set up of audio-visual equipment as necessary
oResponsible for maintenance of IT Lab areas and storage rooms.
oPlaces orders and takes delivery of inventory as directed.
oManage site access via IT badge creation and access management system.
oProvide white-glove service for VIPs for all incidents, service requests, etc.
oSchedule and deliver an IT onboarding briefing for the first day of hire, with follow up at end of day to remediate any issues.
oProvide end user training in applications or operating system fundamentals.
oSupports end users with virus/malware related issues; helps repair systems; train end users on safe and secure IT behaviors.
oPerform all duties outlined in the Client Site Technician Checklist.
oInvestigate and resolve Service Desk tickets (Incidents, Problems, Service Requests) as assigned.
oCollect equipment from offboarding employees.
oMakes proactive recommendations for site-specific IT improvements.
oFollow established Asset Management processes in a timely manner to ensure accuracy of inventory quantities and locations.
oReport any potential problem cases to the Deskside Supervisor, Manager or higher escalation levels (Build a “proactive” environment)
oReplicate and resolve customer incidents in the software & hardware environment.
oManage and liaise communications with customers from escalated issues from Level I technicians where Client Home Office personnel are required for resolution.
oSelf-monitoring of tickets to ensure proper escalation and resolution of incidents consistent with the agreed SLA’s Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer.
oContribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.
oCreated and tested PowerShell scripts for various automation tasks
oTested Windows 11 images and applications, troubleshot Windows 11 issues
oMentor other Deskside Support Technicians as required.
oWorked with Deployment and troubleshooting of Windows 10 22H2 and Windows 11
BMO Bank of Montreal September 2021 – October 2022
Infrastructure Expert/Supported Junior Teams
oResponsible for Application Setup
oWork with IT groups to plan IT projects and deployments
oDeployed 200+ new users into different groups
oPrepare and order laptops
oSetup users to work from Home
oProvided support to technical problems via phone, chat and email
oServiceNow ticketing system
oMigrated users’ data from local file share to OneDrive
oMigrated from Windows 7 to Windows 10 (200 laptop users)
oShipped and ordered laptops and other peripherals
oProvided support for Microsoft Teams and Outlook
oMicrosoft SCCM to deploy applications, Patching, updating
oSNOW (Service Now) Ticketing system
Italinteriors Group Toronto October 2019 – September 2021
Consultant, project management, network/desktop support
End User Support (Desktop Support): (Field tech, travel to different sites, or VP homes)
oSupport all inhouse desktops (in person, remote, phone and email)
oProvide Executive support to CEO, CFO
oSupport Apple Hardware, Mac OS X
oiOS support (iPhones, iPads)
oProvided support to Office 365, Office 2016, Office 2019
oSupport Various Mac specifics applications (iWork, Filemaker)
oTest network ports using Fluke Equipment
oPatching for Windows and Office
oMicrosoft SCCM for patching and application packages
oSupport CAD department (including application support, Revit, Autocad)
oGSUITE, Office 365 email support (including Microsoft Teams, SharePoint online, one drive)
oProvided work from home support to end users during covid19 (including configuring, home wifi systems, configuration and testing of VPNs, configuration of access to file shares, mapping network drives and one drive access)
oConfigured Ring central phone system (including IVR, auto attended, ring to cell), Voicemail to Email
oTeleconference support, including AV Room setup and support
Infrastructure/Network
oCreated, modified user accounts and profiles in Active Directory and Gsuite online
oMigrated user accounts from Gsuite to office 365 (project work)
oPrepared company to work from home during covid19 (setup VPN, user support)
oMigrated file shares to Microsoft one drive
oUpgraded from Windows 2008 R2 active directory to Microsoft Windows 2019 (including DNS, DHCP Services)
oSwitch upgrades, firewall upgrades, Wireless Access Points (Project)
oSupported, patched all Windows Servers
oVMWare ESXi Backend support
oBackup/DR planning
oVeeam Backup, testing and recovery
oTesting of DR and backup recovery
oWorked with Various vendors to recommend and purchase hardware during covid19
oMigrated users from desktop to laptop to enable remote work
oUsed team viewer and Splashtop to provide remote support
oConfigured site to site VPN tunnels for the CEO and other executives
oImported email archives in MBOX/PST formats to gsuite and later to Office 365
oCreated PowerShell scripts for automating various tasks, application deployment
oMigrated network stack to Ubiquity UniFi
Field Nation and Work Market (part-time basis) September 2017 – August 2022
Part-time after-hours IT support via Field nation and Work market (Field Technician)
oUsed apps to get work orders related to IT support and various AV Support
oSupported various clients via APPs in setting/troubleshooting firewalls and switches
oSupported iMAC (moves, change requests)
oAssisted with Desktop support (end user support)
oPrinter installation and repairs
oAV support
oMicrosoft SCCM image creating
oMicrosoft SCCM application packaging, deployment
BCU Financial September 2018 – September 2019
Consultant
Headquarter move:
oAssisted with relocation of HRPS Headquarters
oTest, patch and verify network port
oDismantle and reassemble desktop/laptops
oComplete tracking documents in an Excel spreadsheet.
oDocument and label equipment for specific desk location delivery
oInventory and cleanup old IT areas, create inventory and track all e-waste items
oWorked with Technical Support team to provide support to end users after move
Data Center move to new Headquarters:
oWorked with Infrastructure team and network engineer to prepare for data center move
oInventory and create list of all existing network switches, servers, hardware in the existing data center
oUnrack and prepare servers for move to new data center
oRerack Servers at the new data center
oReconnect, verify and confirm operation of servers after move to new DC
oProperly prepare network hardware and servers for disposal
Work with Helpdesk and IT teams on IT projects and provide technical support:
oTechnical support for end users (laptops and desktops), including software applications
oTravelled to different Police stations (Field tech support)
oImages computers with HRPS Windows 7
oHelped with setting up workstations in the communication training classroom
oProperly prepare network hardware and servers for disposal
oHelped with inventorying and removing old Printers from service
oTroubleshoot and setup Xerox Multifunction printers
oWorked with network engineer to upgrade network switches
oAssisted of racking of network router and switch for the courthouse
oSetup computers at the new courthouse
oUsed standard ITIL procedure to prepare Change Management Requests and approvals
Prodigy Systems February 2011 – June 2018
Senior Network Administrator
Primary technical resource responsible for planning and implementing networks and systems for fifty plus professionals. Activities and accomplishments included:
●Server/Network Setup (network technology and implementation)
oSetup Active Directory User accounts, DNS/DHCP
oWorked with HVAC companies to ensure data center and server closet AIR Conditioning was properly maintained and working at all times
oSetup Virtual Machines with Windows 2008/2003 depending on developers needs
oInstalled/Configured SQL Server 2005/2008/2008R2
oSetup/Maintain Exchange Server 2007
oSetup VMWARE Server/Workstation/ESXi/Vsphere
oSetup Development VMWARE ESXi Server
oInstalled Dell Layer 3 Switches
oSAN/Backup Support –setup iscsi and dell SAN
oSetup Windows Update Services –used to manage and updating windows clients
oSetup Windows Deployment Server/create images for Windows 7
oVSphere with three Dell 710 Hosts on ESX 6.5
oMicrosoft SCCM used for Creating images and deploying operating systems
oMicrosoft SCCM, created software packages and deployed patches
●Migrate the Company from Windows XP to Windows 7 including use of the following tools:
oWindows 7 upgrade advisor
oWindows Easy Transfer
oWindows Deployment Services
oCustomized Boot Images with Network Card Drivers
oMicrosoft System Center 2012
●Migrated from Windows 7 to Windows 10 including Office 2016
●Server/Network Administration
oWindows 2008 R2 Active Directory
oWindows Server 2012 Deployment Service, Active Directory
oExchange, SharePoint 2003, 2010
oBlackberry Enterprise Server
oSonic Firewall
oBackup SQL DB
oAdminister and support Active Directory, DNS, DHCP, GPOs
oLayer 3 Switches
oMicrosoft SCCM
oPowerShell Scripting
●User Support (Junior technicians under me)
oMigrate Users from Office 2003 to Office 2010 (x86,x64)
oHelp support users with Technical Issues
oWorked with Windows XP Users for legacy Software support
oSetup and manage OTRS open source ticket system
oiPhone/iPad support
oDell server/desktop/laptop; Lenovo laptop; HP laptop support
oSupporting, updating Office 365 Suite
oMicrosoft SQL Management studio
●Telecom
oInstall Nortel/Avaya Networks Phones (Sony, Toshiba)
oSupport phone system (voicemail/ext)
oNortel BCM400
oAvaya Voicemail
oCallpilot Application builder
oRJ11 and RJ45 wiring
oManage MPLS circuit for AVAYA VOIP phone system
●Backups and disaster recovery
oResponsible for making sure backups are working and tested
oConfigure backup of servers/workstations, applications
oTroubleshooting backup issues
oUse best practices to provide the business with proper protection
Highlighted Projects
Clients:
AmerisourceBergen, Oakville
oIndependently migrated to Windows 10 using existing and new hardware
oAssist with Active Directory cleanup
oMigrate users to Office 365
oDay to Day support
oUse ticketing systems to resolve issues for end users
oAssist with Avaya Desk Phone Installation
oCreate AD Accounts and Exchange Mailboxes
oAir watch MDM for iPhone and Android
oSetup and test conference room equipment on weekly basis
oAssisted with video conference setup (Polycom and Logitech hardware)
oManage MPLS circuit for offsite data center
oLayer 3 Switches
oMicrosoft SCCM
oMicrosoft Exchange Server
oSupporting, updating Office 365 Suite
oSkype for Business Server
Amgen Canada, Mississauga
oWindows 7 Migration for over 500 users (20 Laptops per day)
oSupporting, updating Office 365 Suite
oLooked after conference room
oTested and Setup conferencing equipment (Polycom, Logitech, Crestron)
oHP Based Hardware
oInstalled Applications and transferred all settings
oOutlook PST Files
oProvided after Deployment support to end users
oWindows 7 Support, Deskside Support
oBreak and Fix
oHP and Dell Hardware Support
oTicket based system
oData backup and transfer
oSupported Mobile Devices (iPhones, Android Based devices, Blackberries)
oSupported tablet based devices (iPad, google Nexus, Samsung Galaxy devices)
oData Center support
oNetbackup for making weekly, daily, monthly backups with offsite rotation
oActive Directory based on Windows 2008 R2 and Exchange 2010 with failover
oCreate user accounts
oDisable user accounts
oDHCP Server
oDNS Server
oExchange Mailboxes
oRecover deleted mailboxes/Messages
oMade sure Exchange continued to run healthy
oISCSI based on NETAPP SAN
oActive Directory –Event viewer, check for errors and fix
oPatching for Operating System and Exchange Server
oOffice 365 Migration
oSupported Office 365 E3, E5 (Skype for Business)
oSkype for Business Server
oADFS
oMicrosoft SCCM
oResponsible for managing and making sure all systems are backed up
oTroubleshoot and outstanding issues with backups
Takeda Canada INC.
oPlanned migration for 280 laptop users from Windows 7 to Windows 10 on new hardware
oSupported and setup meetings room including Logitech conferencing equipment
oSetup schedules and checklist for migration project
oHPCA -HP automation client – deployed applications to workstations
oQuest for Active Directory Management
oDesktop support –provided support to end users
oHelpdesk –opened and closed support tickets, by phone and email
oUsed VSphere to manage VMWARE VMs and deploy new VMs using Templates
oPrinter Installation
oMicrosoft SCCM
oSaleslogix 7.5, SQL Databases –migrated user database and backup
oRemote and phone support
oQuest –for active directory management
oUsed bitlocker to encrypt and decrypt users hard drives on laptops
oWorked closely with VMware consultant to migrate client from VMware ESX 4.1 running on Dell Hardware to HP blade servers (Client switched to HP software and hardware)
oAvaya phone system, added phones and assisted with voicemail
oRedHat Linux
oSupport Office peripherals (fax machines, printers, scanners)
oSupported users on BES
Purolator Canada INC.
oPoint of Sale Setup –setup Purolator shipping systems for customers
oE-SHIP Server based on Windows XP
oWindows 2003 Cluster for Dell Shipping System
oNortel Phone System configuration and installation
oWindows 2008 Storage Server for ISCSI support
oWindows 7 Imaging using ImageX and Ghost
oSupport users based on Windows XP
oTravel to different clients and setup Label printers, workstations
oProvided remote support using Logmein Rescue
oNortel BCM400 support
oHP Hardware (G6, G5 servers)
oSupported Nortel voicemail system and setup up extensions
Independent Consultant, Toronto Sept 2010 – March 2011
Computer Systems Analyst
Provide on-going short term system and technical assistance to a number of clients:
●Windows Support and Systems Analysis
●Troubleshoot and solve complex information technology issues for various clients
●Consult on the improvement and repair of information systems
University Health Network, Toronto July 2010 – Aug 2010
Backup Administrator
Assisted in managing backup and user storage.
●Data backup
●Encrypted Hard Drives
Trow, Sudbury May 2010 – June 2010
Network Administrator
Worked as part of a small systems and network administration team. Activities included:
●Add Workgroup users to Trow Active Directory
●Provide desk side support for Trow users
●Upgrade users to newer version of lotus notes email client
Pivotal Canada, Toronto January 2008 – June 2010
Computer Systems Analyst
As a System Analyst for Pivotal, performed the following tasks:
●Analyze user requirements, procedures, and problems to automate processing or to improve existing computer systems
●Confer with personnel of organizational units involved to analyze current operational procedures, identify problems, and learn specific input and output requirements, such as forms of data input, how data is to be summarized, and formats for reports.
●Review computer systems capabilities, workflow and scheduling limitations to determine if requested program or program change is possible within existing systems
●Plan and prepare technical reports, memoranda, and instructional manuals as documentation of program development; upgrade system and correct errors to maintain system after implementation
●Troubleshoot and solve computer related problems
●Used various tickets to monitor incoming problems/meet SLAs
●Worked to various IT teams
●Worked with Vendors
●Used Clarify Ticket system to track customer trouble tickets
Various Employment Agencies, Toronto
Desktop Support
●XL Capital
oProvide system diagnosis and technical support for over 150 users
oProvided advanced technical troubleshooting for Windows XP
oSet up and configured computer systems, troubleshoot and diagnosed hardware/software issues and resolved technical problems as they arose
oInstalled and configured software packages
oConfigured Outlook and connected to Exchange Server to provide Email for new users
oReimaged Laptop/Desktops
oConfigured Blackberry Smartphone to use Enterprise email
oWorked with USA IT operations team to help install new servers at Toronto Offices
oRemotely supported Montreal Users]
oSupported HP printers
oSupported phone system (Nortel BCM)
oUsed Clarify Ticket System
oHP Cluster (backup)
oVMWare ESX 3.5 on 7 hosts (80 Windows VMS)
oNortel BCM400 support
●Thomson Reuters
oHelped with hardware refresh for editorial department
oImage new computer systems
oInstalled new software packages
oProvide technical support for Thomson Reuters users in two Different Buildings
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●Siemens (GO Transit), Downtown Toronto
oDeskside support for End Users
oInstall new hardware (Printers/scanners)
oInstalled new Dell servers
oReimaged Laptop/Desktops
oConfigured Outlook and connected to Exchange Server to provide Email for new users
oLotus Notes for email
oDell Hardware (Laptop/Desktops)
oSupported Xerox Printers
oNFS file system and NAS devices
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●Morgan Stanley, Downtown Toronto
oProvided technical support to Morgan Stanley users
oSet up and configured computer systems, troubleshoot and diagnosed hardware/software issues and resolve technical problems as they arose
oImaged new Computers
oConfigured new users accounts on Active Directory
●Givaudan, Mississauga
oSetup up new Laptops for users
oInstalled Windows Operating system based on Company IT policy
oSwitched Desktop users to Laptops
oData transfer for users
oLotus Notes email
oNortel CS1000 phone system
oBCM50 in smaller branches
oManaged user accounts in Active Directory
oDirectory Permissions in Active Directory
oSupported HP Hardware (Laptops/Desktops)
oMigrated client from Hyper-V to VMware ESX 4.0
oNFS
oNAS
●Microsoft, Mississauga
oSwitched Users from Vista to Windows 7
oBackup users data and move to new OS
oAssist with Exchange email account Setup
oConfigured Windows Mobile Phones to use Enterprise email
oBitLocker Hard Drive Encryption
oSupported IBM/Lenovo Hardware (Laptops/Desktops)
oWindows Easy Transfer
oWindows Deployment Services
oMicrosoft Hyper-V (backup and deploy VMs)
Education
Computer Network Specialist 2007 - 2008
TRIOS College, Mississauga, Ontario
Computer Repair and Maintenance 2005 - 2006
Centennial College, Toronto, Ontario
Certifications
CompTIA A+
Cisco CCNA
Microsoft SQL 2005
Microsoft Vista
Dell Certified: Foundations 2010 Portables
Dell Certified: Foundations 2009 Desktops
Dell Certified: Foundations 2009 Diagnostics
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