PROFESSIONAL SUMMARY:

Seasoned Sr. Lead Desktop Engineer/IT Field Engineer with extensive professional experience managing large Windows environments which includes but is not limited to:

•Remote/Hands on PC/MAC refreshes/rollouts, Windows deployments/migrations - deployed approximately 15,000-30,000 desktops/laptops from Windows 7 to Windows 10, Office upgrades from Office 2016 to Office 365, installed software packages via Powershell, maintaining computer networks (TCP/IP configurations), and migrated network printers

•Upgraded/Configured/ and remediated endpoint devices for Microsoft Windows 7, an d 10 operating systems utilizing, rack/stack Cisco servers/switches, encryption products, and standard networking protocols (including TCP/IP and Ethernet), Active Directory administration/account setup/group membership, created PC images using MDT and configured/pushed software packages for installation using Microsoft SCCM and USMT (User State Migration Tool), Intune, Azure

•Experience assisting enterprise level end users with configurations, imaging and on-going usability of desktop computers, peripheral equipment and software within established standards and guidelines

•Strong hands-on experience installing and troubleshooting a variety of hardware (i.e. printers, system boards, branding) while maintaining a strong focus on customer service

•Possess the ability to work under own supervision as well as in a team environment

•Willingness to learn different applications on Windows platform, and has the ability to quickly become familiar with new products and technologies, coupled with an understanding of users perspective

•Excellent written and oral communication skills

EDUCATION/CERTIFICATES:

Dell - DCSE Certification (2010)

ITIL Certification (2012)

Network+ Certificate– Gwinnett Technical College (2008)

RETS Electronic Institute, Louisville, KY – Microcomputers (1989) – 2 yrs

Professional Contracting/Full-time Experience

Paradies Lagadere (Insight Global) Aug 2021 – Present

Desktop Support Engineer

Hands on/remote support, deployment, migration and administration of desktops, laptops, docking stations, and MS tablets

Active Directory/Active Directory Manger Plus administration included but not limited to: onboarding/off boarding– creating new user accounts, created security groups and permissions, created O365 email accounts, created/moved accounts to OU.

Responsible for re-enabling furlough/new user accounts utilizing PowerShell ISE scripts

Created AD groups/accounts/provisioning access for security and email distribution groups

Installed and troubleshot the following:

VPN connection issues, network Printers, VoIP phones (Mitel) and conference room peripherals

Utilized ServiceNow ticketing system and created reports

Utilized Kaseya remote app to troubleshoot users incident/task tickets from ServiceNow

Supported application issues: Office 365, Datacentral, SAP

Imaged laptops/desktops via MDT/network image

Mapped drives

Short term project

CompuCom/Suntrust (Robert Half Technologies) June 2021 – Aug. 2021

IT Field Technician, Atlanta, GA

Corporate site moves – Setup/install PC/laptop workstations and verified they are operational

•Followed company quality standards to ensure the integrity of all electronic data records

•Owned and executed technology implementation projects

•Transferred data from PC to PC and troubleshoot software/hardware as well as break/fix

•Tracked equipment inventory, and suggest and assist with purchases

•Diagnosed, repaired, rebuild, and refurbished a variety of computer hardware, including PCs, laptops, monitors, servers and other IT equipment

•Managed imaging and preparation for new computers

•Disassembled, boxes and shipped equipment that is outdated

•Coordinated with the appropriate vendors to arrange repairs

•Documented all daily data communication transactions, issues and solutions or installations

•Supported functionality testing and end users

Citrix Systems (Insight Global 6 month project) Aug. 2020 – Jan. 2021

Windows Desktop Engineer, Fort Lauderdale, FL

•Remotely utilized Citrix workspace to install / update /and configure Windows 10 endpoints in an enterprise environment

•SCCM client remediation for OS Upgrade – 1909/20H2

•Intune deployment to Windows/MAC endpoint devices for existing devices

•Secret server Database patching automation testing using SCCM

•Assisted SCCM Architect with deploying Intune autopilot to endpoints

•Organized groups of remote endpoints for upgrade, communications to users, execution of the upgrades and tracking the success / failure results

•Troubleshooting root cause and remediation of failure and unknown devices.

•Created and tested application .exe and .msi policies utilizing Tychotic Privilege Manager, as well as approve/deny apps

•Coordinated communications to users related to project action points

•Deployment of Active Directory domain services across multiple sites/subnets, Administration, Migration, Group policy Objects, WSUS, etc.

Dell (Agenyses) Feb 2020 – Mar 2020

Field Technician, Miami, FL Contract ended due to Covid19 Pandemic

•Traveled locally to Dell sites and provided IT support with significantly desktop migration and Windows upgrades.

•Provided managed deployment services to include, but not limited to, Windows 7 to Win 10 upgrade/data migration/application load/post-deployment support/networking/printers/ticket system, lug and plugs, imaging,

cable management, as well as Standard deployment services (data migration)

Royal Caribbean (The Computer Merchant Sept. 2019 – Jan. 2020

Supervisor, Windows 10 Project, Miramar, FL

•Provided tier 3 support to team and other individuals on the project.

•Performed all supervisory duties which include staffing decisions, timecard approvals, and directing daily duties of team

•Developed the deployment schedule of the team

•Participated in the overall planning and coordinating of the project.

•Assisted in project strategy sessions to develop the overall project plan and assist with the development of the technical project documents such as, checklists, issue resolution documents, and deployment procedures.

•Completed and troubleshoot Data Migration from old pc to new pc.

•Tested and clean PCs, laptops and other related hardware as needed.

•Maintained, analyze, and troubleshoot software and computer peripherals as needed during the upgrade.

•Set up, configure and add all required hardware during upgrade.

•Restored all user and configuration data from user's backup.

•Provided resolution of end user's technical issues post migration.

•Provided technical support to end users via telephone or deskside after migration as needed.

•Assured that all tickets requiring follow up work and/or calls are resolved to closure within target.

•Assisted in researching and documenting improvements to processes upon discovery.

•Assisted coworkers in resolution of end users' technical issues post migration.

Client: HP (Insight Global) Jan. 2019 – Sept. 2019

IT Field Engineer, Miami, FL

•Supported commercial clients with Break fix support/repair on PCs, Laptops, and printers covering all of the metro Miami area

•HP Printers – fuser/maintenance kit replacement and troubleshooting

HP Design plotter jet roller replacement and assembly

•HP laptop/desktop - System board repair including branding, keyboard replacement, display/monitor, power supply, and processor

Oportun, Inc. Aug. 2017 – Sept. 2018

IT Field Specialist/Lead National Support (Remote)

•Provided level 2 technical support for critical business systems to our associates in the retail locations locally and remotely utilizing my vendor management experience

•Intune – Applied blank compliance policy to entire collection and company issued mobile devices

•Troubleshot, installed and resolved software issues using departmental procedures and standards

•Installed/mounted, configured and deployed Dell PC’s and Network printers (configuring TCP/IP) to store locations. Setup and configured patch panel, ANIRA switch, Netgear switch, and Cisco router for new store openings.

•Troubleshot Windows 10 and desktop support applications either over the phone or onsite.

•Utilized SCCM /AD remote control tools to help troubleshoot and resolve issues for remote locations (connected via VPN

•Communicated and explained issues and resolutions with technical and non-technical resources.

•Analyzed current equipment and give recommendations on replacing hardware as necessary.

•Delivered flawless support and customer service.

•Monitored individual queues using ServiceNow ticketing software to prioritize accordingly to meet SLA.

•Worked with vendors to resolve issues in a timely manner

•Coordinated on-call weekend support for technicians using PagerDuty application

Client: Coca-Cola Co. (Talent Logic), Atlanta, GA June 2017 – July 2017

Desktop Support Engineer (Windows 10 project)

•Deployment/ Projects: Partnered with project leaders on all business initiatives to, conduct pilot testing, recommended system process enhancements, execution of project deliverables.30T

•Service Level Management: Viewed and monitored all support incidents in area of responsibility, proactive knowledge sharing, served as liaison between users, vendors and technical groups to resolve issues. Provide remote and/or on-site IT operational support, maintenance, problem solving, configuration and installation.30T

•People Development: Periodic business engagement with various departments and functions (shoulder to shoulder), improved both technical and soft skills, coaching, utilized development tools.30T

Client: KPMG Atlanta, GA Mar 2017 – April 2017

Windows 10 Seasonal Technician

•Provided first and second-level support for the upgrade to Windows 100T

•Utilized MDT deployments using SCCM imaging for HP elite book laptops

•Participate in device collection, configuration, and upgrade of client endpoint devices

•Ensure all steps for a successful upgrade of multiple laptops on a daily basis

•Work with each client to ensure checklist items are completed and that the laptops are issue-free

•Responsible for receipt, configuration, and delivery of new equipment, where applicable

•Perform move/add/changes in local office; perform asset disposal process and liaise with vendor to schedule end user pick-ups

Client: Merial (Teksystems - Contract), Atlanta, GA Oct. 2016 – Oct. 2017

Lead Sr. Desktop Project Coordinator

•Assisted with Logistics lead for EOY life cycle assets for all of the sites and carve out of Sanofi’s software license process.

•Delivered IT Services Management (ITSM) solutions based on ITIL best practices that focus on the people, process, technology and information perspectives of providing integrated organization wide business solutions within the IT infrastructure

•P2V, V2V conversions of Windows 2000 and Windows 2003 servers using Enterprise Converter.

•Supported Windows 7/8 and 10 operating systems – troubleshooting

•Configured and troubleshot network printers via TCP/IP

•Integarted MDT 2013 deployments with SCCM for effective Migrations and Deployment

•Safecom Dis-entanglement of HP MFP printers. This is document management software that was a part of Sanofi and which was de-installed on all of the MFP’s.

•Created Documentation for Self Help and Internal reference

•Assisted in developing and testing self-service print website (Allows users to add print queues on self-service Web site

•Lead PC/Workstation Changes by EOY: Assisted and performed testing on test machines prior to production changes to user’s workstations.

•Removed PC’s from Sanofi Domain and rejoin to client’s home domain by running a PowerShell script.

•Lead the testing of machine object migration tools on test machines.

•Applied changes to workstations: Cisco cert installations, Wi-Fi SSID cert updates, Cisco VPN Profile updates, Cisco VPN software upgrades, Symantec End Point Software installations, SCCM 2012 Client installations.

•Assisted in building machines and images as required.

•Salesforce tablets: Managed rollout of new Yoga X260 Tablets

Client: Community Health Systems, (Brooksource) Statesboro, GA Jan. 2016 – Sept. 2016 Lead Deployment Infrastructure Engineer

•Traveled nationally coordinating regional hospitals deployment and migration of Cerner conversion requirements

•Lead small functional initiatives and subprojects in connection with a project management team assisting project manager on larger projects.

•Delivered IT Services Management (ITSM) solutions based on ITIL best practices that focused on the people, process, and technology perspectives of providing business solutions within the IT infrastructure.

•Participated in all assigned Phases of the project life-cycle, which may include development of cost estimates, timelines and resource requirements for successful delivery of the assigned phases of the project.

•Responsible for developing, coordinating and implementing assigned tasks that relate to a specific project.

•Prepared and presented regular and accurate reports to project/ program manager.

•Supported project planning sessions facilitated by project/ program manager of the currently assigned project.

•Assisted with project documentations as per standard organization procedure, throughout the project life cycle.

•Directed the deployment of new hardware equipment and peripherals (i.e. HP Desktops, WOW’s, SSO Badge Readers,

•Docu scanners, HP printers with RX trays, label printers and barcode scanners)

•Configured tracking boards and AIO’s

•Created SCCM Windows 7 Enterprise images, installation of Cerner software packages, maintenance of computer networks (flipping and patching ports), and migration of HP network printers which includes adding them to Active Directory to the appropriate group.

•Engaged affective communication to IT Directors, (Directors of hospital departments), and Cerner team providing the utmost professionalism representing CHS.

•Installed, racked and stacked day server, maintained, and upgraded workstations using SCCM 2012 to push software to laptops, network printers, and peripherals

•Prepared Deployment Workbench, using MDT 2012 for Deploying Client Operating System Images as well as Migrations.

•Updated desktop software/applications and maintain documentation on installed applications

•Supported company-wide IT infrastructure projects such as PC refreshes, new hardware integrations/deployments, site acquisitions, and go-lives

Client: Community Health Systems (Brooksource – Contract), Nashville, TN June 2015 – Dec 2015

Consultant Infrastructure Engineer IV/Application Packager

•Performed Application Rationalization for 68 hospitals condensing discovered applications down from 3000 to 200.

•Identified pertinent applications, secured source files and packaged them using PowerShell Application Deployment Toolkit for incorporation into SCCM 2012.

•Performed UAT on packaged applications

•Devised technical documentation for Application Rationalization and Packaging.

•Incorporated ITIL best practices that focused on patients, process, and technology perspectives

•Worked with various IT Directors at hospital locations in Legacy Desktop (XP) and Server 2003 exception

•remediation.

•Installed various types of computer hardware and peripherals that were typical of a hospital environment

•Planned major deployments and upgrades in preparation for conversion to Cerner and Single Sign-On solutions

such as Vergence

•Administered Active Directory via back-end application Active Roles and Servers

•Physically deploy hardware throughout all departments of all the facilities

•Supported and maintain hardware, software and connectivity components by analyzing the functionality of infrastructure framework

•Coordinated implementation of applications utilizing Microsoft SCCM and other repositories

•Managed the installation, maintenance and monitoring of hardware and software tools by analyzing business requirements and defining standards and quality criteria to ensure consistency and alignment with company initiatives

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