Desktop Support Help Desk
Resume:
Peter Crumety
Newark DE, *****
********@*****.***
Profile
Certified Information Technology Professional with over 18 years’ experience which includes Network Administration, analyzing and troubleshooting, operation, repair and maintenance of desktops and servers related to windows based operating systems and equipment, installing and configuring MS Exchange Servers, Quality Assurance and Help Desk.
Certifications
Certified A+
Certified MCSE
HDI Certified Customer Support Specialist
Certified CCNA
Professional Experience
Senior Desktop Support Analysist/ Network Admin
April 2019 to Present
Capgemini
Maryland, Region
Provided expert-level desktop support to end-users, addressing hardware and software issues promptly and efficiently.
Maintain and administer a complex network environment, including routers, switches, firewalls, and other network components.
Collaborate with cross-functional teams to design, implement, and manage network infrastructure improvements and upgrades.
Troubleshoot and resolve network security issues, ensuring data integrity and protecting against unauthorized access.
Maintain documentation of network configurations, troubleshooting procedures, and user support guidelines.
Provide on-call support and participate in periodic on-call rotations for network-related emergencies.
Keep abreast of industry trends and emerging technologies, making recommendations for technology upgrades and improvements.
Provide training and guidance to end-users on how to use technology effectively and securely.
Collaborated with other IT teams, including network administrators and systems administrators, to resolve complex technical issues.
Create and maintain documentation for common technical issues, solutions, and end-user guides to facilitate self-help resources.
IT Client Technologies Technician
November 2018 to February 2018
Insight Global (Contract to Trinity Health)
Darby, PA
Configures and installs software for IS users’ desktop and laptop computers.
Installs new computer hardware (desktop, laptop, PDA, printer, etc.) at users’ locations.
Provides desk-side end-user Tier 2 support and problem troubleshooting for simple to moderately complex issues for both hardware and desktop software.
Assists with roll-out of new / upgraded desktop software packages.
Assists with ongoing documentation and management of desktop systems.
Supports mobile workforce.
Helps end-users learn to use software, feel comfortable working in a computing environment and encourage positive communication with technical staff.
Performs routine desktop and office network maintenance tasks.
Troubleshoots network problems including desktop loss of connection, Internet connection problems, etc.
Assists in physical moves of computer equipment.
Escalates issues as appropriate when troubleshooting yields no results and / or based upon severity of issue (ex. virus outbreak).
Consistently enforces the critical importance of supporting patient care.
Actively supports decisions once they are made.
Performs duties in a self-directed manner with minimal supervision or direction.
Ensured that routine and priority tasks are completed within established departmental time frames.
Sets priorities and manages time to achieve maximum productivity.
Service Desk Analyst
January 2018 to November 2018
CAI ( WSFS Bank)
Wilmington, DE
Create and administer domain objects and security groups in Active Directory.
Resetting passwords In Active Director and Third party applications.
Provide first level contact and convey resolutions to customer issues.
Properly escalate unresolved issues to the next level of support with strong supporting documentation.
Create and administer mailboxes, calendars, and distribution groups
Provided mobile device support and setup.
Ensure proper recording, documentation and closure of all records.
Recommended procedure modifications or improvements.
Preserve and grow your knowledge of help desk procedures, products and services.
Technical Support Analyst
June 2017 to November 2017
Robert half Technologies (NHS)
Blue Bell, PA
Documented problem and solution thoroughly; provided timely status of updates for resolved and newly assigned tickets.
Traveled to customer sites to observe operations, and understand workflow to ensure effective functional/ technical requirements
Isolated/ resolved network, printer, PC, and laptop problems.
Configured and installed PC's and laptops using Ghost disk imaging software.
Administered LAN support using Novell 3.12 and 4.1.1.
Analyzed and resolved conflicts involving hubs and TCP/IP.
Yash Technologies, (Chemors)
Service Desk Analyst
January 2017 to May2017
Wilmington, DE
Provided desk top support to end-users, troubleshooting hardware, software and network problems.
Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using
Active Directory (Computers and Users).
Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily.
Configured and installed software for end-users' desktops, scanners, terminals, and pos equipment.
Performed password resets, break fix, printer support, network connectivity and VOIP troubleshooting.
Created tickets in HEAT ticketing system and followed up on tickets to provide resolutions for end users.
Provide architecture and engineering services and technical support for other major software applications and OS components, in addition to proprietary software. Provide architecture and engineering support for multiple desktop hardware platforms (i.e. Dell, Client).
Network Operations Analyst
March 2015 to December 2016
AmeriHealth Caritas, Philadelphia, PA
Monitored scheduling (Batch Operations) utilizing Tidal Application
Escalated service events internally to resolution. Continually developed and reported on quality metrics.
Monitored network devices and other SNMP alerts
Performed detailed packet analysis via Wireshark to rule out network issues and provide diagnostics for application and server problems
Streamlined work processes, and Documentation
Great knowledge and experience include Active Directory, Roaming Profiles, Group Policy, VLANS, Cisco networking, Ghost Imaging, DameWare, Window Server 2003 & 2008 and printer networking.
Desktop Support Analyst II
August 2013 to March 2015
AmeriHealth Caritas, Philadelphia, PA
Provides client support for all standard and supported hardware/software.
Provides daily support to clients via phone, voicemail, e-mail and pager.
Tracks, manages and owns trouble tickets received on a daily basis.
Provides daily support to team members.
Processes issues/requests in the queue and mailbox as assigned.
Assist with desktop image design, entry-level application packaging and SMS Administration.
Documented and tracked all received requests in incident management system.
Collected and updated data to assist with customer issues and concerns.
Assisted with software installations.
Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions
Assist in creation of both short- and long-term technology plans based on understanding of organizational strategic direction, technology context and business needs
Network Support Specialist
February 2013 to June 2013
Insight Global (Conference Group), Newark, DE
Provided network administration to include LAN troubleshooting and resolution.
Managed the configuration and performance management of all PC systems and telecommunications.
Maintained passwords, data integrity and file system security for the desktop environment.
Installed, configured and maintained back-end and front-end systems.
Recommend hardware and software solutions and upgrades using established procurement processes.
Established, reviewed, approved and processed quotes, requisitions and purchase order for capital equipment.
Provided training to employees to handle various application software efficiently.
Upgraded the Active Directory system to the Windows 2008 to incorporate design.
Built and configured exchange server 2010 and migrated mailboxes from exchange 2007.
Network Administrator
August 2012 to January 2013
Synerfac (Motech America), New Castle, DE
Racked, configured, maintained, and de-commissioned/de-racked servers.
Maintained Windows Server OS patch level using WSUS server and maintained Linux Server OS patch level using apt.
Configured, managed and maintained VMware Vsphere5 3 node cluster.
Responded to and Coordinated outages for maintenance and emergency situations.
Interfaced with Mac Source for issues with the PBX.
Interfaced with Telephone service provider (Verizon) when issues arise with PRI lines and managed billing for all Verizon accounts.
Installed, maintained, and de-commissioned Workstations and notebooks.
Repaired hardware and software issues and performed installation of software as needed.
Managed Software Licenses and built and maintained PC images.
Assisted in designing, implementing and evaluating applications, systems and utilities relevant to Active Directory services.
Supported Active Directory, DNS & Microsoft Exchange replication.
Education and Training
University of Phoenix, Phoenix, AZ
Information Technology – Computer Forensics (Bachelors)
DPT Business School, Philadelphia, PA
Business Computer Application (Certificate)
Computoss Technologies, Wilmington, DE
Microsoft Certified System Engineer
Skills
Operating Systems: Windows 2000/NT/XP/Vista, Windows 7, 8
Programming Languages: Java Script HTML 4.0, Dos
Internet Protocols/Networking: TCP/IP, SMTP IIS Proxy Software
Software Application: Office 97/2000/2007/2010 packages, Photo Shop, Adobe SCCM Professional Lotus Notes, and many other applications. Server applications: 2000, 2003, 2008, 2012, Linux, VMware
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