Desktop Support Help Desk

Paul Penley

Mobile: 971-***-**** • Email: *******@*****.***

IT Professional with 15+ years of experience in help-desk/desktop support, software, operations, backup and recovery, hardware evaluation, replacement and repair. I have worked for small and large organizations in the for-profit, non-profit, and educational sectors. I work well as a team player where I can mentor less experienced team members, as well as being able to work time-sensitive projects of my own. Over the last year, I have kept my skills up-to-date and relevant by attending Chemeketa College’s Electronic Engineering AAS program.

Professional Experience

Compucom / Intel October 2024 to November 2024

Desktop technician 2

Test returned equipment and appraise for resale/reuse or scrap. Including Computers SSD drives and phones. Build systems as required check systems for Legal Hold and image as required.

Safeway Grocery Store June 2024 to October 2024

Personal Shopper grave yard shift

Nike (Cognizant Contract) Feb 2023 to May 2024

Nike WHQ Deskside Senior Desktop Support Engineer

Oregon

Deliver and setup computing equipment

troubleshoot mac and pc computers

setup phones to work with the nike network

image computers to nike’s standard os

use barcode scanners

setup blue tooth devices

Walmart Pendleton August 2021 – Nov 2021

Walmart Associate

Greet customers, make donuts, stock groceries

Pendleton Hospital April – July 2021

T2 Help Desk Technician

Troubleshoot user and desktop issues as required by medical and administrative staff

work on network infrastructure

Cayuse Holdings OCT 2020 – Dec 2020

T1 Help Desk Technician

Trouble shoot and create tickets as required by telecommunications staff

Insight Global/ Amazon Web Services Feb 2020 – March 2020

Data Center Operations Tech

Repaired computers in multiple data center galleries, disposed of devices containing customer data in a two person system to ensure the security of customer information

KRG /Intel Corp July 2019 – September 2019

Lab Technician – Intel Validation Lab

As required by Senior Engineers I built systems to their specifications to test prototype CPU and memory configurations, trouble shoot systems not performing as expected. Under the guidance of engineers, loaded new bios setups. Transferred used equipment to and from the materials section as required. Attended daily meetings regarding the results of the previous days testing to ascertain which machines need attention.

US Tech Solutions / Intel Corp June 2019 – July 2019

Cloud First project, data collection on network and CPU/GPU usage for cloud based software

Kelly Services / Sage Inc Mid April to June 2019

Training and help desk support for Sage’s proprietary accounting software

Rose International / Kaiser Permanente December 17 2018 – March 2019

Service Now Tier 2/3 Technical

Prepared company’s network Active Directory shares and Groups in preparation for the migration of the IT infrastructure to Microsoft Office 365

Insight Global / Campbell Foods November 16 2018 – November 30 2018

Deployment Technician

Image new hardware to bring hardware at a new acquisition up to Campbell’s standards. Transfer user data from old hardware to new machine and deliver, setup and assist staff that were not familiar with Windows 10.

Insight Global / NorthWest Educational Assessment (NWEA) 06/2018 – 10/2018

Help Desk Officer

Provide real time telephone support for K to 12 Educators in NWEA’s proprietary software, which included student tests, teacher and administrator reporting, guidance on test configuration and hardware troubleshooting

Xcell/Vendorpass/Micro Systems Technologies /Biotronik Engineering 04/2018 – 06/2018

IT Service Helpdesk Contractor

Provide onsite and telephone support for a wide range of systems including windows and apple systems. Setup and deploy new systems for both onsite and remote employees. Manage workload in order to meet service level agreements. Create/Manage documentation for end user and IT teams.

Compucom/US Bank 01/2018 – 03/2018

IT Service Consultant / contract position

Working in the bank’s secure service center in Portland OR, performed customer-centric help desk support with a focus on the security required by a financial institution and excellent customer service. As a team we provided fast, efficient and friendly face to what is often a very frustrating experience for the end user.

Symantec Inc. / Veritas Technologies, LLC, Springfield, OR 2011 – 2016

Server Recovery Specialist – Help-Desk Lead 05/2012 – 09/2016

Promoted 05/2012 to serve as the frontline IT help-desk call taker for remote desktop and server recovery/back-up support. Successfully provided 24/7/365 world-class backup and recovery management and administration of multiple remote client NetBackup infrastructures over a secure connection. Four managers supported this very large, high call volume/fast-paced enterprise-level group of technicians.

SLA’s: 15 minutes, lasting an hour at most for each call. Calls varied, anywhere from file retrievals to system restorations.

Served as Linux/OSX as well as IMAC (Install-Move-Add-Change) “go-to” person.

Developed customized OEM systems for various audiences including, students, administrative staff and faculty.

Spearheaded internal need/project to assess and rectify additional memory processor change-outs with respect to employee provided assets; notably Lenovo/ThinkPad.

Successfully met all Service Level Agreements (SLA’s), liaised with customer help-desk to facilitate orderly transition of incoming and outgoing NetBackup clients.

Monitored and managed client media and storage levels.

Created reports to advise clients of best practices with regard to scheduling and retention policies, to ensure clients met corporate and legislative requirements.

Technical Support (Help-Desk) Engineer 01/2011 – 05/2012

Provided initial triage and remediation of client configuration, utilizing NetBackup software and interfaces on platforms such as Network Data Management Protocol (NDMP) and Storage Area Network (SAN) systems, as well as various operating systems including various versions of Linux, UNIX, Microsoft Windows, Data Domain, as well as ExaGrid.

Specialized in the various aspects of the deduplication framework of the product, including Pure Disk (a stand-alone deduplication engine that can interface with NetBackup), Media Server Deduplication Pools (MDSP’s) and various NetBackup appliances.

Curtin University, Perth, Western Australia 1999 – 2011

Linux Administrator – Flow Project 09/2008 – 01/2011

University Information Management

Promoted 09/2008 to server administration and management

Successfully designed/installed three tier server infrastructure (Development, Test and Production) to implement Alfresco Open Source Enterprise Content Management System for the University, including integration with Kofax Document Capture and Transformation Systems to advance the goals of the Flow Project, including those responsible for maintaining virtual and physical server farms.

Highly versed/skilled in directory services: Microsoft Active Directory and Novell eDirectory; served as “go-to” for configuration, troubleshooting, etc.

Responsible for printer maintenance/repair for an array of manufacturers.

Managed in excess of 15 servers including Red Hat Enterprise Linux and SUSE Enterprise Servers, Microsoft SQL and MySQL Servers.

Liaised with Macintosh Server Administration Teams to develop communication protocols between Apple systems, Microsoft SharePoint protocol and Alfresco. Represented University Information Management at all Senior Systems Administration meetings.

IT Help-Desk Supervisor 2005 – 2008

School of Psychology, a Division of Health Sciences

Promoted 03/2005 to Manager and supervised three IT Help-Desk Technicians utilizing a help-desk ticketing system to provide exemplary support faculty, academic and administrative staff, as well as students.

Won “Health Sciences’ Support Person of the Year” award. Also received certifications in: Information Technology Infrastructure Library (ITIL), Microsoft SQL (both in Administration and Installation), and Program Management (PM). Provided maintenance for MS Windows, Apple and UNIX based systems depending on application/requirements, database administration, custom software/hardware for research projects,

IT Help-Desk Technician 1999 – 2005

School of Psychology

General desktop/help-desk support, servicing calls full time.

Performed hardware maintenance and repair including CRT monitors and power supplies, as well as general desktop and help-desk support.

Managed consumable levels, administered Novel Netware, as well as Windows account access.

Association for the Blind of Western Australia, Inc. 1995 – 1999

Adaptive Technology Technician/Instructor

The Association for the Blind has a diverse range of clients with an equally diverse range of vision impairments requiring a versatile approach to problem solving. technical and teaching section were responsible for the following:

Maintained/repaired mechanical Braille typewriters and computers (portable specialized systems with speech output and standard desk top systems with adaptive software and hardware installed to enable use by vision impaired users) in a full, break-fix totality scale.

Performed customer evaluations, support, and training – both in classrooms, client residences, and or workplace to ensure that their individualized needs were met.

Education

Associate of Applied Sciences Degree – Emphasis in Electronic Engineering

Chemeketa Community College, Salem, OR

Master of Computer and Network Security (by course work), 2008

Edith Cowan University, Perth, Western Australia

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