DANIEL BEDINGER

*** * ****** **, ********, OH ***17

619-***-****

adxp9s@r.postjobfree.com

QUALIFICATIONS FOR POSITION

25+ years Help Desk, Deskside, IT Support Specialist

23+ years Active Directory, Office, Outlook, Lotus Notes, Email support

23+ years Various Microsoft OS: Windows NT, 2000, 2003, XP, 7, Vista, 10, 11

21+ years VPN and Remote Support

PROFESSIONAL EXPERIENCE

Remote Support Field Services Tier 2 Queue Team 12/2017 – 6/2023

Marathon Petroleum Corporation Contractor, Findlay Ohio

Receive and work with over 450 MPC sites to prioritize Field Support tickets.

Establish and deliver positive end user experience with every interaction.

Provide first contact, Level 2 incident resolution, and Service Desk coordination.

Escalate any incidents that cannot be resolved to Level 3 and associated smart hands field tech support where/when needed.

Ability to analyse and resolve tickets in a Remedy & ServiceNow ticketing system.

Experience supporting end users to remote into their devices to resolve Desktop Level 2 issues (printer connectivity, software issues, troubleshoot Mobile Phones, Laptops, Tablets, Desktop, VM)

Provide excellent customer service to a variety of end users (engineers, mechanics, business focused end users)

Various Microsoft Office: 2007, 2010, 2016, 2019, Office 365, Skype, Teams, OneDrive

SCCM Hardware Imaging of HP & Dell PCs with Windows 7 & Windows 10 OS support.

Leverage expertise in wired and wireless networking to diagnose and resolve network-related issues, including subnets and VLANs. Collaborate with NOC and Networking team for site issues.

Cisco AnyConnect VPN client, User support, Q&A testing, and Tier 3 troubleshooting.

Citrix Receiver, Director Support of users Virtual Desktops and Apps.

Coordinated with Cyber-Security in remediation of infected End User Systems. Scanning, Cleaning, Quarantine.

Training of other Remote Support Field Techs in the MPC PC support environment.

Maintaining Remote Support troubleshooting guides and support documentation.

Projects in coordination with Networking, EUC, Digital Workspace, and Service Desk teams:

Windows 7 migration Windows 10 system in place and replacement End User Systems hardware

Office 2007 & 2012 migration to Office 2016 End User Systems updates.

Office 2016 migration to Office 365 to End User Systems updates.

Lync and Skype migration to Teams to End User Systems updates.

Markwest.com domain migration Mgroupnet.com to End User Systems

Torsopetroleum.com domain migration Mgrounet.com to End User Systems

Internal SharePoint to cloud host mympc.marathonpetreloum.com to End User Systems

VPN Juniper Secure Connect migration Citrix MPC Connect to End User Systems

VPN Citrix MPC Connect migration Cisco AnyConnect VPN to End User Systems

Windows 10 in place migration from Version 1703 (OS build 15063) to Version 1803 (OS build 17134) to Version 1903 (OS build 18362) to Version 1909 (OS build 18363) to Version 21H1 (OS build 19043) to Version 21H2 (OS build 19044). SCCM/MECM client and remote scripted and manual installs. USB Media

Yearly Business-LAN networking hardware refresh coordination Networking engineering and PM on shipping to smart hands traveling field techs.

Yearly Business-LAN Systems hardware refresh coordination replacement of Dell & HP Laptops, Desktops, Tablets, Printers, and Site Servers. Remote to User and Direct to traveling Field Techs as needed.

Technical Debt Application Support for Legacy and Non-Catalog Software on User systems.

Shipping via Fedex and UPS ticketing to reports for monthly hardware to Asset Management reporting.

Participant in Daily Operation Meetings, Field Site related Severity Escalations meetings, Service Desk cross team coordination meetings, System Hardware and Asset Management meetings, and weekly cross sites B-LAN Techs meetings.

Traveling Computer Tech 2/2017 – 5/2017

tSelach Tech Services, Dallas Texas

Computer & kiosk installs and upgrades in a healthcare environment.

Office 365, Windows Updates, EMR software, WIFI, and printer installs.

Messaging Support Group Admin 2/2016 – 2/2017

Blue Cross Blue Shield Contractor, Dallas Texas

Support of Lotus Notes client to Outlook 2016 migration

Lotus Notes Server 8.5 and 9 Admin, Lotus Notes Client for 8.5 and 9 Support

Outlook 2010, Outlook 2016, Office 365 Support

Sametime and Cisco Jabber Chat Support

Software on Windows 7 on Desktops and Virtualize Thin Clients

User support via Phone and Remote Control

PC Break/fix, IP Network Troubleshooting, Service desk/help desk

Provide technical infrastructure and end user support while monitoring systems and updating ticket queues with CA Service Desk Manager Ticketing

Provide Remote User Support and VIP Support-Support the CIO and other upper management team

Maintain and support IT infrastructure and technology issues

Provide input on technical standards for hardware and software

Support policies and standards for security and privacy of data

Raytheon Service Desk Call Center Tech 1 11/2015 – 2/2016

Raytheon Contractor, Irving Texas

Windows 7 user support via Phone and remote support

RSA SecurID admin for VPN, user troubleshooting and account unlocks/resets

Windows Active Directory user support for account unlocks/resets

LDP/SSO Directory services user support for account unlocks/resets

SAP Admin for services user support for account unlocks/resets

Microsoft Office 2010, 2013 end user support

Lotus Notes Webmail and Sametime end user support

Lotus Notes Email Client 8.5 and 9 end user support

Xerox DocuShare end user support

SharePoint end user support

Citrix workspace virtual client end user support

Bitlocker and PGP Hard Drive Encryption admin for account unlocks/resets

PGP Web Messenger Email Encryption end user support

Enterprise Random Password Manager for local admin account unlocks/resets

MobileIron admin for smartphones and tablets. Mobile Enterprise Security

Remedy SR, RKM, Incident ticket management for IT services

Hardware Deployment Tech 2/2015 – 8/2015

Concentra Contractor, Dallas Texas

Validate Thin Client is in HPDM

Prep Thin Clients for task run and Schedule SSO script push.

Validate SSO script push successful and rerun if necessary. Document all task completed.

Confirm Thin Client in correct OU in AD.

Build scripts for packages to install for Thin Clients in HPDM

Image ThinkClients with LANDesk and configure for deployment

Support end user calls with helpdesk issues on Thin Clients

Migration of HPDM Servers and Gateways from 4.4 to 4.5 with planning for 4.6 upgrade

HPDM support from over 8000 Thin Client at 400 sites.

IT Project Management

Send Tech Work Schedule and Floor Plans to the Field.

Order any additional Equipment if necessary.

Give status updates to team.

Assist and troubleshoot any issues that arise from the Field.

Manage SSO Retro Milestones spreadsheet.

Manage the IT Rollouts Inbox for faxes and communications.

Update SSO Retro CompuCom Installation guide as needed.

Edit and convert Viso floor plans to PDF and PDF back to Visio.

Schedule Techs for each market.

Send Tech Work Schedule and Floor Plans to Vendor PM.

Assist onsite techs with any issues while on site.

Receive SSO Tech Worksheet of work completed.

Confirm the count of Badge Readers deployed matches the floor plan.

Confirm tracking of Badge Readers have arrived onsite prior to onsite tech's arrival.

Coordinate shipping back any unused hardware.

Independent Computer Field Tech 1/2014 – 11/2017

FS24/7 Sub Contractor, Dallas Fort Worth Area

Laptops, Desktops, Servers, Networking, Phone systems, Smart Phones, Tablets, FS24/7 subcontractor for one off or short jobs for Dallas Fort Worth Area.

Marriott-Tanager

Fosse upgrade project. Install new IBM x3100 M5 Redhat Server, run backups.

Transfer database, Map network and serial connections, upload photos and signoff documents.

Work with Hotel staff to remove trash, recycle tapes and old hardware, insuring drives wiped.

Southwest Airlines - Computer Imaging Tech

Micro Dell Win7 imaging via PXE boot with SCCM. Prep hardware for shipping to new site.

Contribute to desktop projects (global installs/upgrades) as a project team member.

IT Support Specialist 8/2005 – 1/2014

Federal Aviation Administration Airports Southwest Contractor, Fort Worth Texas

Desktop, Server, Networking, Website development & support for Airports Southwest Region.

Deskside support for Windows XP/Vista/7/8. Sever support for Windows 2003/2008/2012. Cisco LAN.

Website Developer HTML in Cold Fusion. Content Creator in Plain English and 508 accessibility.

Sharepoint, Patchlink, BMC Marimba, Mcaffe EPO, Backupexec, EMC Avamar, VMware ESX, IBM WebSphere, RSA VPN, MS SQL, Condusiv Diskeeper, Symantec DLP, Active Directory, Group Policy, Vendor GSA purchasing. Asset Tracking. BMC Track-it, BMC Remedy.

User support. Remote support Dameware. Office, Lotus Notes, Acrobat, Autocad, ESRI ArcGIS, Norton Ghost Imaging, Blackberry, IE java based apps. Polycom Video Conferencing. PIV smart card administration via ActiveClient. BYOD devices Apple, Google, Microsoft on Wifi & Hotspots

Lotus Notes migration to Outlook 2010 OWA.

CA Update Expert, Symantec antivirus, Backupexec, User support. VPN, Office, Lotus Notes, Acrobat, IE java based apps.

CA Update Expert, CA Antivirus, Backupexec, User support VPN, Office, Lotus Notes, Acrobat, IE java based apps.

Systems Admin & Technical Support 9/2004 – 7/2005

Cingular/ATT Wireless Contractor, San Diego CA

Desktop, Server, Networking, Phone systems 24/7 support for San Diego Area.

Supported over 20 stores, two data centers, and main office with over 400 users. Windows Servers 2000/20003, Windows Desktops 2000/XP, Retail Kiosks, Phone Systems, Cisco LAN Hardware, VPN, Exchange, Office, Mcafee EPO, Patchlink, Norton Ghost Imaging, Blackberry, and many apps.

Independent Computer Contractor 9/2004 – 6/2005

Champion Self Storage, Menifee CA

Upgraded Win95 and Win200 Workstations to Win XP. Installed DSL, Firewall, XP Server, Data Backups.

Updated Digigate, Storage Commander, QuickBooks, Authorizer, Norton Systems Works, VNC, Office 2003.

IT Systems Administrator Partner 8/2002 – 6/2005

CyberImage 360, San Diego CA

Support for Windows XP Desktops & 2000 Server & Red Hat 9 with Apache, MYSQL, PHP, DNS, Sendmail

Assisted in Graphic Art Design, HTML, DTML, JScripting, PHPNuke, PHPBBS

Systems Administrator & Technical Support 7/2003 – 7/2004

OliverMcMillan, San Diego CA

Complete MIS/IT 24/7 support for over 40 users with over 60 pcs and 14 vpn locations.

Networking, Server and Desktop support on Windows 2000/2003 Server, Windows XP Pro, Windows 2000

Migration to Windows 2003 Servers for AD, DNS, WINS, DCHP, Exchange 2003, OWA, IIS, SUS, Terminal Server.

Application upgrades to Blackberry BES, Commtouch Anti-Spam, BackupExec 9.1, MacAfee Groupshield & Webshield.

Network upgrade Cox Digital Fiber, Cisco 3540 routing switch, Sonicwall Pro, Linksys Gigabit Switches, Wi-fi.

Multimedia Room & Video Conferencing design and setup with Extron & Ploycom VS 4000 in both IP & PRI.

Supported Company Telephones & voicemail with Intertel system with T1, Various Cell phones, and Blackberries.

Computer Hardware & Software Licensing Tracking & Auditing through Belarc and a Brown Folder system.

Technical Support 2 11/2002 -7/2003

eHelp Software, San Diego CA

Call Center software support for Robohelp Webdesign software.

System OS Windows 98, 2000, XP support. HTML, CHM Files.

Call Logging and trouble ticket tracking. Email support via inbox logging.

Field Network & Systems Admin & Support Tech 3/2002 – 11/2002

Network Resources Inc, Le Mesa CA

Complete MIS/IT support for Small and Medium Business Networks.

Desktop & Server support on Windows XP, 2000, NT, 98, 95, Novell, and Mac OS 9.x/10x

Setup and Support for AD, IIS, Exchange Mail 5.0/5.5/2000, SQL 2000, BackupExec, NAVCE, and other apps.

Network support for T 1, DSL, IDSN, Firewalls, NATs, Switches, hubs, cabling.

Network Administrator & Desktop Support Technician 6/2001 – 2/2002

Maxwell Technologies Inc Contractor, San Diego CA

Server, Desktop & User computer support for over 100 Windows 98 Compaq Deskpro & Mac G3/4.

Assisted in administrating AS/400, Windows NT, Lotus Notes Email, and Novell 4.112 File/Print/Firewall Severs.

Assisted in a Novell server upgrade and migration to a newer Compac PC.

Installed computer hardware upgrades to various desktops and laptops. Used Norton Ghost for computer hard drive imaging.

Computer Software and Hardware Auditing and Tracking though PC Trackit.

Lotus Notes client upgrade on all office pcs.

Installed Anti-Virus software and cleaned up many infected workstations.

Help Desk Administrator 10/2000 – 5/2001

APW Electronic Solutions Company, Poway CA

On-site and in-office troubleshooting of software, hardware, network conflicts and setup.

Worked with a Lucent Definity/Intuity Phone system. Server, Phones, and Cabling.

Developed reports for help desk issues, software installs, auditing, inventory, and IT standards.

Assisted with vendor relations and IT purchasing. Directly managed IT vendor work.

Assisted in administrating Lotus Notes and Windows NT Dell and Compaq servers.

Ran daily database reports using MS Access, Fourth Shift, File Maker Pro, Track-It, Lotus Notes.

Worked on separate sites doing Network, Switches, Servers, PC upgrades, and Global WAN support.

Ran cabling in a shop manufacturing environment using boom lifts. Managed LAN/Phone wiring in Racks.

Information Systems Manager & Network Admin 10/1999 – 7/2000

ABCOW STAFFING Inc, San Diego CA

On-site and in-office computer help, support, and training for employees between 3 branches.

On-site and in-office troubleshooting of software, hardware, network conflicts and setup.

Redesigned Network and Servers to support a LAN and WAN Users with Win NT 4.0 Domain with DNS, WINS, DHCP, NAT, firewall, network printing, and intergraded internet and office to office sharing.

Updated, Repaired, Installed, and Maintained Goldmine 4.0 to 5.0, with remote sites synchronization while importing/exporting data.

Assisted in the installation, migration, and support of AYS to MAS90 accounting conversion for Y2K update.

Took over the failed Bond’s Adapt installation and migration. Ended the project.

Lead a search, demo, evaluation for a new vendor of a WAN Staffing based database product.

Upgraded the Office servers to Windows 2000 with Active Directory and Internet domains.

Assisted in the Web Domain transfer from two different providers to Abcow’s new provider.

Worked with CTS.COM for Internet Connections and SDSL upgrades.

Led and assisted in the implementation, installation, modification, and administration of Personic’s Oracle staffing database Products; Ezaccess and IntellAGENT.

Trained by Personic in the uses of Personic’s Ezaccess, Ezadmin, IntellAgent, as both Administrator and user. Then assisted Users in learning the new product.

Ran nightly tape backups with Tapeware and Echo Onstream software.

Installed and maintained Zetafax and Winfax Pro for network faxing.

PC Technician Specialist 7/1998 – 10/1999

USA Federal Credit Union, San Diego CA

On-site and in-office computer help, support, and training for over 400 employees between 9 national and 13 overseas branches.

On-site and in-office troubleshooting of software, hardware, network conflicts and setup.

Built, setup, upgraded, and repair of over 300 Pentium 3 PCs with Windows 95/98/NT.

Assisted in installation, maintenance, and repair of business networks both LAN and WAN.

Installed and supported custom commercial business and financial software.

Used video cameras and computer editing to produce video material for training support.

Advised and assisted in the corporate intra net website.

Helped the Computer Operators maintain and support users on an IBM RS/6000.

Built, setup, upgraded, and repair of over 150 Pentium 2 PCs with Windows 3.11/95/98 in support of Y2K upgrades.

Upgraded Microsoft Exchange Mail server on Windows NT Server and replaced Inbox with Outlook on PCs.

Built and installed a Novell 5.0 file and print server for a Novell 4.11 migration.

Worked as general assistant to many people on different office and computer projects.

Senior Network Administrator / Technical Support 5/1997 – 6/1998

Access Developers LLC, Poway CA

Managed and upgraded a startup Internet Providing Network using Windows NT 4.0 Servers.

Installed, used, and maintained Emerald Radius NT, D News, Post Office, MetaInfo Sendmail, DNS, News Groups, MS BackOffice, MS Information Sever, MS Index Server, MS Front Page, MS Publisher, MS Internet Explorer, MS Netmeeting, Adobe Photoshop.

Managed, updated, and installed 33.6K, 56K, ISDN Ascend modems in a Max 4000.

Managed an Ascend Max 4000 & Cisco 2500 Router under Pac Bell Net.

Webmaster over 30 customer’s sites and Access 1 company site.

On-site and in-office troubleshooting of software and hardware conflicts and setup.

Telephone & e-mail technical support with software and hardware troubleshooting Mac & Windows.

Sales Associate & Computer Technician 12/1996 – 5/1997

Loft Systems, La Jolla CA

Built, setup, troubleshoot, and repair of 286/386/486/Pentium computers systems.

Telephone technical support with software and hardware troubleshooting.

Personal software instruction in Windows 3.11/ 95, MS Office, and Internet.

Assisted in on-site installation, maintenance, and repair of business networks.

Recommend hardware and software solutions; prepared technical and price quotes.

Tracked order status, shipment deadline, accurate invoicing, and ran the cash register.

Use of Dac Easy & Dac Point of Sale and worked under Win3.11 & Novell Network.

EDUCATION

Attended studies for Computer Science - 1992 - 1996

New Mexico Institute of Mining & Technology – Socorro NM

High school Graduate - 1988 - 1992

Francis Parker High School – San Diego CA

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