Technical Support High Level
Resume:
Education
Boston University, Computer Career Program 2002
Microsoft Network & Security Engineer Program
• Planned, installed and managed Windows 2000 and Active Directory.
• Upgraded from a Windows NT domain to an Active Directory domain.
• Upgraded and restructured existing Windows NT 4.0 domains to Windows 2000 Active Directory deploying a variety of migration tools including: Clone Principal, NetDom, Move Tree and ADMT.
• Designed and implemented objects in Windows NT and Windows 2000 including users, groups, computer accounts, shared folders, printers and Exchange 2000 recipients.
• Managed system and group policies in Windows NT 4.0. Created Group Policy Objects in Windows 2000 at the site, domain and organizational unit level to be applied to users and/or computers.
• Employed FAT16, FAT32, NTFS 4.0 and NTFS 5.0 file systems based on design needs.
• Configured the DHCP Server Service and clients for automatic IP address acquisition and IP options.
• Addressed domain planning and management issues (LAN/WAN) and established trust relationships between multiple domains providing domain integration in Windows NT and Windows 2000 Active Directory.
• Installed and managed Windows 2000 Active Directory operations master servers including: Global Catalog Server, Domain Controller, Schema Master, Infrastructure Master, RID Master, and Domain Naming Master.
• Performed troubleshooting and analysis functions over a TCP/IP network using several utilities including FTP, PING, Telnet, NSLOOKUP, NBTSTAT, NETSTAT, IPCONFIG, Route and ARP.
• Analyzed and Implemented Internet/Intranet security solutions utilizing Microsoft's Internet Connection service (ICS), Network Address Translation (NAT), and Internet Security and Acceleration Server (ISA) Miller, Frederick
15 Madison St. Methuen Ma, 01844
adzhdt@r.postjobfree.com
Objectives
To achieve meaningful employment with a company as a System Administrator and desktop Support Technician T2 which will allow me to address and solve your company's technical needs, by applying my Technician skills and experience within the areas of system administration and Desktop Support and accomplishing deadline driven projects. OVERVIEW OF QUALIFICATIONS
Communications & Power Industries LLC Feb 2023 to Present PC/LAN Specialist II, Corporate
• Administer workstations to keep the systems running and healthy, including changes to the core components and settings, software delivery, client health, and reporting
• Support in asset management activities of company owned workstations
• Troubleshoot and diagnose system problems, recommend solutions, and perform preventative maintenance functions as required
• Supporting workstation repair and hardware maintenance
• Participate in creating and implementing company IT standards and compliance metrics
• Help identify processes and procedures to help empower the Service Desk to be efficient and effective in supporting the organization
• Create and maintain system documentation including desktop procedures, end user procedures, system diagrams, disaster recovery plans, user access audits and test plans
• Accountability for the desktop experience and enterprise manageability of the desktop infrastructure
• Work with customers and Cybersecurity team to design, develop and implement modern security solutions leveraging Windows Defender, Intune, Ivanti and Carbon Black
• Define detailed steps for any implementation work and adhere to defined change control processes
• Help support the Cybersecurity, IT SOX (Sarbanes Oxley Act), and ISO9001 procedures
• Supporting multifactor authentication technologies including RSA and MS Authenticator
• Exceptional ability to provide a high level of support with a customer first attitude
• Ensure the desktop or end-user installed software is traceable and accounted for
• Performs other duties as assigned
• Resolving ticketing in Server Now ticketing system in a timely manner meeting SLA’s
• Troubleshooting Microsoft Teams
• Remote into user computers using Bomgar
OVERVIEW OF QUALIFICATIONS
Ultragenyx /Marlabs September 22, 2022 to Feb 2023 Desk side support/IT Support Technician
• Maintained, troubleshot, and serviced over 6500 users, computers, laptops, and tablets.
• Provided high-level technical expertise and support for international company, and local offices in the US and other countries.
• Provide support for Software Application.
• Managed Users on zoom desk phone and Verizon cell phone system
• Set-up and provided technical support for presentations in conference rooms (projectors, laptops, speakers, microphones).
• Provided technical support for Microsoft Office 0365, Teams, OneDrive, Exchange, Word, outlook, Excel, PowerPoint, Access
• Managing new hires onboarding process.
• Remote into users computers using LogMeIn.
• Utilized excellent communication skills to resolve staff, visitors and administers issues
• Managing the snow ticking system to ensure tickets are resolved in a timely manner.
• Creating and Setting up users and provided technical support for Okta software.
• Resolve VIP tickets in the Service Now ticketing system.
• Provide support for Application that is push out by sccm and Intune system.
• Responsible for the laptop setup for New Hires and shipping out equipment for remote users.
• Responsible for setting up users in Intune for their Mobile devices
• Provided high-level technical expertise and support to end-users for Apple mobile devices.
• Manage and maintaining up to date asset hardware equipment inventory.
• Responsible for offboarding terminated users In a timely manner .
• Responsible for setting up zoom conference room for users.
• Reimaged PCs, Apple devices, Tablets and laptops periodically to maintain the most current software, drivers and security updates necessary for users
• Managing workstation setup and configuration.
• Responsible for resolving on call desk support for all users, .
• Service cloud service management Ticketing system.
• Migrate Office 365 mailbox account for new Hire.
• Set-up Users in Active Directory, Microsoft Azure, MFA
• Managing repairs of Dell laptop equipment.
• Setup workstation for new hires
• Troubleshooting connectivity in video conference room. OVERVIEW OF QUALIFICATIONS
Tufts Medicine HHF July 16 2021 to September 2022
Desk side support/IT Support Technician
• Senior Tech, my responsible was to empower a team of 3 teach to support over 1500 users, With Application issue, setting user account in AD, troubleshooting computers, laptops, tablets and printers, being on call for weekend and overnight support for 7 sites. To resolve users issues as quickly as possible and to support other Tech teams.
• Provided high-level technical expertise and support for 8 region offices from Massachusetts to York Maine which included travel and on call coverage.
• Provide support for Application migration from HCHB to Epic
• Managed Users on Comcast desk phone and Verizon cell phone system
• Set-up and provided technical support for presentations in conference rooms (projectors, laptops, speakers, microphones).
• Provided high-level technical expertise for Microsoft Office 0365, Teams OneDrive
• Managing new hires onboarding process.
• Work with The HR department to provide training for users on using new equipment and Apps.
• Utilized excellent communication skills to resolve staff, visitors and administers issues
• Managing the one click ticking system to ensure tickets are resolved in a timely manner.
• Provide support for older Application that included Cerner and Netsmart
• Creating and Setting up users and provided technical support for Forcua software.
• Resolve VIP tickets in the Service Aide ticketing system and in One Click
• Provide support for Application that is push out by sccm team
• Responsible for the laptop setup for New Hires and shipping out equipment for remote users.
• Responsible for setting up users on Air Watch for the cell phone system.
• Provided high-level technical expertise and support to end-users for Apple mobile devices.
• Manage and maintaining up to date asset hardware equipment inventory.
• Responsible for remote sites laptops and software setups
• Responsible for imaging pc’s, laptops and tablets for Mass, NH and Maine region.
• Reimaged PCs, Apple devices, Tablets and laptops periodically to maintain the most current software, drivers and security updates necessary for users
• Managing workstation setup and configuration
• Provided high-level technical expertise and support for fiscal department for Banking software.
• Provided high-level technical expertise and support for billing department software.
• Responsible for resolving on call desk support for all HHF users.
• Service cloud service management Ticketing system.
• Troubleshooting laptops, tablets, computers and software Application.
• Set-up and provided technical support new badge system for Lawrence and Lowell office.
• Managing repairs of Dell laptop equipment.
• Provided high-level technical expertise and support for CEO and VP’s of HHF.
• Troubleshooting connectivity on switch and servers for desk setup in Lawrence office. OVERVIEW OF QUALIFICATIONS
Enel Green Power NSCGlobal August 2016 to 2021
Desk side support/IT Support Technician
• Team Lead responsible included the ability to empower a team of 4 Teach to support over 300 users in the Andover office, 400 users in the Boston office and across North America, working with imaging support team in India, system administrator team, HR team, and maintaining computer supplies for equipment that is to be deployed by the team. Setup new hires in AD, create login accounts, Exchange accounts, equipment setup, and Training for new hires, new tech’s for the Andover and Boston Offices.
• Provided high-level technical expertise for Microsoft Office 0365, Teams OneDrive products.
• Set-up and provided technical support for presentations in conference rooms (projectors, laptops, speakers, microphones).
• Service cloud service management Ticketing system.
• Managed the migration of the company phone system from Fonality to Ring Central phone system VOIP.
• Managed Ring central VOIP for the North America region which include all of the United States.
• Responsible for the laptop setup for over 500 users in Andover office and North America.
• Responsible for remote sites laptops and software setups.
• Responsible for new user’s setup, equipment and deployment.
• Responsible for imaging pc’s, laptops and tablets for North America region.
• Responsible for setting up user in SAP
• Responsible for making changes to user’s profiles in sap using Ctweb.
• Responsible for setting up user in Quick base data store system for North America region.
• Responsible for working with Atos support teams
• Responsible for setting laptops on the VM systems.
• Provide support for Application that is push out by sccm team.
• Resolve VIP tickets in the Service Now ticketing system and in One Click
• Troubleshooting laptops, tablets, computers and software Application.
• Responsible for Deskside support for over 300 users in the Andover office.
• Provided high-level technical expertise and support to end-users for Apple devices, PC, and mobile devices.
• Reimaged PCs, Apple devices, Tablets and laptops periodically to maintain the most current software, drivers and security updates necessary for users
• Work with The HR department to provide training for user on Ring Central devices.
• Responsible for support and training of new team members desk support with all equipment.
• Maintained and managed security of confidential data storage files.
• Utilized excellent communication skills to resolve staff, visitors and administers issues
• Managing and maintain network users accounts in Active Directory
• Managing the one click ticking system to ensure tickets are resolved in a timely manner.
• Manage projects in Enel Green power to ensure account ability
• Managing and supporting new team members in preparing equipment for new users
• Managing terminations and deactivation of users in Enel Green Power.
• Managing the purchase and deployment of company cell phones.
• Manage and maintaining up to date hardware equipment inventory. Professional experience: Methuen Public School Date 2004 -2016 Network Admin
• Maintain a dependable and secure Lan
• Ensure the availability, security and reliability of the Lan’s performance
• Maintain and troubleshoot servers, network, computers, printer and all associated software, hardware, and peripherals
• Maintain and manage security of confidential data storage files
• Create and maintain network user accounts active directory for 1300+ students and 150+ staff members
• Manage all networked printing functions for 25+ printers
• Oversee and assist in large technology upgrade ( i.e. set-up and training for Lunchbox, managing ongoing network upgrade)
• Help Designed the upgrade network for the Grammar Schools
• Maintain, troubleshoot, and service between 300-500 teachers, students lab computers, and school laptops, Ipads, Chromebooks and mobile devices
• Ensuring lab computers have necessary hardware and peripherals for all learning activities (mice, keyboards, headphones, etc.)
• Ability to provide high-level technical expertise and support to end-users for Apple devices, PC, and mobile devices
• Ability to re-imaging PC, Apple devices, Chromebooks and laptops periodically to provide the most current software, drivers and security updates necessary for classroom activities, student productivity, and teachers responsibilities
• Ability to use utilize an MDM to manage mobile devices
• Provide support for projectors, Smart Board, document cameras and other hardware
• Provide timely technical support to all teachers, Administrative staff, Guidance personnel
• Provide technical support for the wireless network and devices
• Utilized excellent communication skills to resolve staff, teachers and students issues
• Worked on Google Based IAM system
Professional experience: Data Distributors, Inc. Date 1990-2002 Senior Computer Operator
• WINDOWS NT Servers ( logged in errors and restarted as need)
• NOVEL SERVERS ( setup user )
• Installed Windows95/98/NT/2000
• Installed Specialized Software
• Installation of Pc's and Terminals
• Installation of New Users on Windows NT/Novel/IBM Mainframe
• Supported on site consultants (Sales department of 30 people)
• Customer support for a very activity Data Center
• Trained users on OS390 Mainframe/Xerox laser printers
• IBM (OS390) Mainframe Console
• OS/MVS/JES2
• DOSNSE/OS
• INTERACT/TSO
• IPL'S Perform
Additional Skills
As Team lead I had the responsibility to empower my team, to oversees the functionality of my workgroup by providing guidance and instruction, for deciding how to approach tasks and develop a plan to accomplish them. The teams that I have leaded have done this by utilizing their computer and troubleshooting skills, being respectful to user on the phone or in person. Responding to the need of the users and doing all that we can to resolve their issues in a timely manner.
As the Network Administrator at the Comprehensive Grammar School I implemented the Thin Clint technology in one of my labs that include Classlink software and utilizing older computers to enhance their performs. I was ask by the supervising principal to resolve the performance of the school computers system and I was to develop and system of high performance server and routers to replace the existing computer system and the plan was approve and implemented district wide to all four school.
As senior computer operator I have installed specialized software, supported on site consultant, trained part-time employers on pc's/mainframe/Xerox laser printer and logins. Designed and implement a computer tape & cart Library with over 100,000 tapes. As Asst. Department manager in Filene’s Basement I was responsible for a staff of over 30 people that include sales people, stock personal and supervisor. My responsibility included scheduling sales and stock personal for the floor assigning supervisor to station and maintaining a clean and friendly environment for customers.
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