Desktop Support Active Directory

Gerard Dike

Houston, TX *****

Summary:

Level 2 Desktop Support with over 10 years of Information Technology experience in Project, Desktop and Helpdesk support in LAN/WAN Environment.

Use Active Directory (AD) to assign and enforce security policies for users and computers in the domain.

Participate and assist in the execution of Windows 7/10/11 migrations, rollouts/deployments, and upgrades.

Support users with Remote Desktop Service (RDS) tools.

Provide mentoring and training for new Technician Level I technicians as appropriate.

Education:

City College of The City University of New York

Master’s in Special Education

City College of the City University of New York

Bachelor’s in History

Certifications:

Working on Amazon Workspace (AWS) Certification.

Microsoft Certified System Engineer (MCSE)

Microsoft Certified Professional (MPC)

A+ Certified

Skills:

MS Windows 10/11

MS Server/Active Directory 2003/2008 R2

MS Office 2010/16/ Microsoft Office 365 Support

SharePoint in an integrated Office 365 enterprise environment

MS Outlook and IBM Lotus Notes

Remote Desktop Service (RDS)

TCP/IP Ethernet Networking, DHPC and Static IP Addressing, Wireless Networking and VPN

Symantec System Recovery, Ghost Imaging and Altiris Deployment Software

Printers, Scanners, Plotters and Multi-function Devices

Bluezone/Rumba/AS400, Amazon Workspace, Altair Monarch, 7Zip, Adobe/ Adobe Creative Cloud/Illustrator, Active Directory,, Anaconda, Auto Desk/AutoCAD, MS Project, MS Visio, Bomgar, Camtasia, Chatter Desktop, Cisco AnyConnect/WebEx/Softphone/Jabber/IP Communicator, Citrix, Deaver, FileZilla, GitHub, Greenshot, Google: Chrome/Google Earth/Google Web Designer, Notepad++, MS Visual Studio, MS Teams, OneNote, Oracle, Pull Print, Pro Driver, Putty, PyCharm, Python, SharePoint, Skype for Business, Sprocket, SQL Server, Symantec Ghost/PCAnywhere, Tableau, TechSmith: Camtasia/Snagit, ThinkCell, Visio, Wi-Fi, WinSCP, Zoom, Zscaler

Bentley View, Altiris, Access Companion, Cisco VPN Client, iPass, WinZip, WinRAR, Symantec Ghost, Bentley View, Windows NetMeeting, Citrix and Remote Desktop Connection, SAP, Business Object, PC Miller, Market Mover etc.

Engineering Applications: AutoCAD, AutoCAD LT, Smart Plant Review, Math 3D, Foundation 3D, MicroStation J, Stadd Pro, LFM Sever, Prisma, Mathcad, Convert, Hysis, Primavera, Global Shop (Infisy) etc.

10+ years of Desktop support experience

3+ years of Remote support from home.

10+ years of total Window Support

6 years of Windows 10 Support

6 years support of Microsoft Office 365 Support

10+ years of Lotus Notes Support

5+ years of Cisco AnyConnect, 5G, 4G, iPass and VPN support

6+ years of Remedy and ServiceNow Support

10+ years of Dell, HP, and Lenovo troubleshooting

10+ years of Printer, Scanner, Plotter and Multi-function Devices support

10+ years On-Call Support

8+ years of engineering software support.

8+ years use of SCCM and Workspace One Intelligent Hub deployment tool.

Work History:

Sysco Foods Houston, Texas

11/2012 - 08/2024

Desktop Support Specialist

Work from home to support Sysco Associates for the past three years.

Support over 10,000 users in Houston and other Operating Companies (OPCOs) in the US, Canada, Europe, and Asia.

Use Active Directory (AD) to assign and enforce security policies for users and computers in the domain.

Support integrated SharePoint in an Office 365 enterprise environment.

Use Bomgar remote software to troubleshoot, install, configure, and resolve users' technical issues.

Support end-users in Windows 11/10, Outlook, and MS Office 365 platforms.

Image, configure and deploy workstations, Dell, HP, Toshiba, Lenovo ThinkPad laptops and desktops.

Use BMC Remedy to log and update trouble tickets promptly and accurately according to the Sysco Information Technology's Service Plan Agreement (SPA).

Coordinate with Discovery, Infosys, HP, Ricoh, and other third-party vendors to troubleshoot, repair and replace defective Company hardware.

Install, deploy, and update software in the various Operating Companies with SCCM.

Install, configure, troubleshoot, and support 3G, 4G Remote Access connectivity; F5 Big-IP Edge and VPN clients.

Maintain, troubleshoot, and support HP, Xerox and Ricoh printers, scanners, and Multi-Function Printers (MFPs).

Install and configure Citrix, SAP, Rumba AS400, Business Objects, PC Miller, Market Mover, and other Company Operational software.

ExxonMobil Downtown Houston, Texas

11/2009 - 11/2012

Desktop Analyst

Perform system maintenance, software installation, end-user support and training task to ensure workstations and network performance to meet company and end-user requirements.

Support end-users in Windows XP/7, Lotus Notes/Outlook, and MS Office 2010.

Setup, configure and test new laptops and desktops for end-user deployment.

Troubleshoot Multi-Function Printers, Scanners, Plotters, HP printers and perform routine maintenance.

Use Robocopy for eDiscovery data collection for workstations on Litigation Hold.

Provide functional and technical support, troubleshooting and diagnosing hard and software problems, including desktop, laptop, WAN, LAN, and Remote Systems.

Log trouble tickets accurately as per IT department best practices.

Maintain complete documentation of problem cause, impact and resolution using BMC Remedy.

Participate and assist in the execution of Windows 7 migrations, rollouts/deployments, and upgrades.

Troubleshoot and support iPass, VPN and other Remote Access connectivity.

Technip Offshore Inc. Houston, Texas

03/2007 - 09/2009

Valero Project Support Analyst (Team Lead)

Team Lead for Valero Project technicians.

Meet and coordinate with Valero Project Managers, Supervisors, and administrative assistants to ascertain the Project Information Technology needs.

Work with the IT Project Manager to formulate an Infrastructure Plan for the Valero project.

Liaise between the Valero Project and the Technip IT Management.

Ghost and configure laptops and desktop for Project users.

Configure, install, support, and maintain Project Printers, scanners, and Multi-function Devices.

Install, support, and troubleshoot Lotus Notes, Microsoft Office Suite, Adobe and Writer and other applications.

Install, configure, and support Engineering and standard applications.

Use Windows NetMeeting and Remote Desktop Connection software to troubleshoot and resolve desktop issues.

Support Valero Remote Off-site Users in Port Arthur, Texas.

Manage and support Project Conference Room Projectors, phone, and Video Conferencing equipment.

Manage Valero Project Folders/Directories rights and privileges.

Use Altiris Deployment Tools to Image and deploy computers.

Technip Offshore Houston, Texas

10/2005 - 05/2007

Desktop/Helpdesk Technician

Support and maintain the VRSH Pre-Commercial (31067 Chevron) Project.

Support and maintain Duco Inc, Channelview Texas for over two years.

Maintain, support, troubleshoot and replace consumables for the Minolta and Xerox Multi-function Copiers.

Participate in Technip USA after-hours On-Call rotation.

Coordinate with Minolta and Xerox technicians to repair and replace defective parts.

Install, support, and troubleshoot Lotus Notes, Microsoft Office Suite, Adobe Reader and Writer and other applications.

Support Remote Access Software (Virtual Private Software and Access Companion).

Support HP, Lexmark and Epson Printers and Scanners.

Image Laptops and Computers with Symantec Ghost and Altiris Deployment tools.

Use NetMeeting and Remote Desktop Consul to troubleshoot and resolve technical issues.

Install and configure Global Shop (Infisy), Prisma, AutoCAD, Solid Works, Primavera, and other Engineering software.

Document, troubleshoot incidents with Altiris and Lotus Notes Project Trac.

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