Help Desk Desktop Support

MICKI I. SMALLMAN

Redondo Beach, CA *****

310-***-**** · Mobile

*****.********@*******.***

CERTIFICATIONS: MCP, CNA, A+, Dell, Toshiba, ITIL

RELEVELENT SKILLS:

· Window – 710/11 · TCP/IP · LAN/WAN · Printers · VPN/RSA · w365-M365 ·Mobile Devices · Mac Software OS · Help Desk · RSA/VPN · Desktop Support · Migration/Deployments (IMAC) · Break/Fix · MFA · Bitlocker · AD admin · Exchange · Azure · Zoom/TeamViewer/Teams · Intune · Fresh Service · ABM

WORK EXPERIENCE:

Help Desk Analyst II

Mason Western/DBA WPS Publishing

May 2023 – Dec 2024

Setup new user account in AD, Exchange, admin MS365, MS defender, and other software. Assign GPO. Assign Office licenses.Deployed the equipment to new users and received equipment back and verifying assets. Verified in Intune and ABM. Fresh Service ticketing program. Install CrowdStrike, Automox, Cato, Meraki, and Patch Manager. Troubleshooting local and remote software issues. Responsible for printer toner, repairing local printers and calibrating the large Ricohs. Setup mobile devices. Updated documentation as needed. Assets management and e-waste. Setup AV as needed. Setup Company All Hands meetings and company events. Compliance with HIPAA. Phone system was Dialpad VOIP.

Field Service Engineer

DXC at ATT/Directv

June 2019 – May 2023

IQ Tech Support Tech Bar - Provides on-site I.T. field support to customers including installation, and servicing and repairing computer systems and equipment for over 2000+ employees. Verifies and approves operational quality of system equipment. Resolves customer issues in the areas of hardware installation, repair, upgrade, and maintenance. Assists in investigating and resolving complex installations and maintenance matters of significance. Work with outside vendors for repairs. Instructs customers in the operation and maintenance of systems/equipment

Hardware and software support for Dell, Toshiba, HP and Mac. Setup mobile devices. VPN/RSA setup. Software support. Service Now. RDP. MFA/Bitlocker. MDM. AD. HVD. Azure. Global Protect, MS 0365 – admin, Windows 365

EUC Onsite Tech Support

Insight Global/Wipro at Mattel, Inc

Nov 2015 – May 2019

Provide onsite, online, and remote support to over 2000 users with Service Now. Assist users at a Cafe KIOSK (like a Genius Bar). Support users on Dell laptop/desktop Windows 7/10 and Apple devices, OS X Sierra, AD, Office 2016/O365, Adobe Creative Cloud. IMAC, Break/Fix, setup/deploy Cisco phones, Mobile devices, Windows 365 office

Remote Technical Support Specialist

Discovery Communications, Century City, CA

Aug 2007 – May 2012

cPort, Leopard – Lion OX,mac mini, I devices, basic telephony: cross connects and punch down, Tadirans, VoiP, Creston, integrated VTC, cable patching, printers, scanners, asset receipt and management, SCCM, AD, BB Server

Worked with Infrastrutrue with Buildouts

Provide support to users via in person, email, phone, email or remote. Install, configure, and troubleshoot desktop systems, workstations, telecom, network and audio/visual issues. Perform regular maintenance on computers. Diagnose equipment and address configuration issues. Back fill other employees at different locations, IE: OWN and HUB

DESKSIDE SUPPORT

Toyota Motor Sales, Torrance CA

Mar 2005 – April 2007

Provide support to users via in person, email, phone, email or remote. Troubleshoot hardware, software and network related issues. Perform regular maintenance on computers. Diagnose equipment and address configuration issues. AS/400, LAN/WAN, Palm, Blackberry, Printers, PC Desk Top, Laptops, RAS, Network Connectivity, Rumba, Lotus Notes 6, Office, TCP/IP Help Desk – Software Support, Windows XP/2000, Lotus Notes 6, Office 200X, Rumba, PAL and SMS – Hardware Support, Dell GX-150, Dell GX-260/70/80/745, Toshiba Tecra 550,/8000/8100/8200, Toshiba Portege 7010/7020/7200/3110/3440/3480/3490, Visioneer Paperport, SCSI devices, external storage devices (Zip, Jazz, & MO), scanners, Faxes, printers (HP and Lexmark). Project PC refresh – responsible for interviewing users and prepping new machines. Installed programs and transferred user data, printers and drive shares. Programs reinstalled such as: DB2 Connect, Rumba, Hyperion Suite, Essbase, Rational Suite, VPN, and more.

DESKTOP SUPPORT/HELP DESK/DEPLOYMENT/ASSET MANAGEMENT

Honda R&D Americas, Inc., Torrance CA

Mar 2004 – Mar 2005

Take delivery of personal computer equipment and peripherals, verify items received on lease and stage them. (IBM PC/Laptops, MAC G5/G4 laptops, Printers, Cameras, Projectors, Video Conference). Prepare computer: Install hardware and peripheral components such as monitors, keyboards, printers, scanners, removable media, and disk drives. Attach asset tags and record along with serial numbers. Prepare computers for deployment and shipment global offices. Create images for new models using Image Cast. Images are created in English and Japanese. Load system image and other applications in both languages. Configure computers according to specified user requirements – Japanese/English. Verify correct system operation and deliver system to user. Windows XP is standard OS. Office XP with Multi-language Interface, Notes – standard. Add necessary printer queues and drive mappings. Add any additional programs not loaded. Transfer users' data to new system. Prepares replaced computers and peripherals for lease return. Track assets until lease return pickup. Assist in data entry of assets in Peregrine Asset Center program. Respond to user inquiries concerning systems operation and diagnoses system hardware, software, and operator problem and provides technical assistance to users utilizing Call Tracker via voice mail, e-mail, or in-person communication. Provide updates, status, and completion information to supervisor and other Technicians. Anti virus updating via DAT's and desktop to desktop when viruses occur. Customer Support, Desk side Computer Hardware, Diagnostics and Repair, Install/Move/Add/Change components and equipment, Reporting problems with the online ticket tracking system, and additional desktop support and sys admin duties.

DESKTOP DEPLOYMENT & SUPPORT/CONSULTANT

Alcoa Fasteners, Torrance CA

Dec 2003 – Feb 2004

Stage IBM ThinkCentres/Pads and Dell GX260/Latitudes for over 1000 users. Use ghosting to make all machines CII compliant. Supervised 3 Technicians. Add to domain, add users, and add patches, drivers, and programs to customize machines. Backup User information to network. Deploy new machines to user and return user information to new machine. Configure network or local printers and editing AutoExecNT for printing. Map drives; configure applications such as Exchange/Outlook, Document Imaging, AutoCAD, PrintKeys 2000, Net Meeting, Solid Works, QVT Net, QAD, and proprietary use software. Instruct users on logging in. Duties also included hardware upgrades as needed. Troubleshoot new installs.

FIELD SUPPORT REP/CONSULTANT

Boeing Satellite Systems, El Segundo CA

April 2003 - June 2003

Supported over 3000 users on the El Segundo Campus (several bldgs), including High Bay access. Performed 1st level IMAC support to desktop/laptop users requesting support from Sprint queue. Duties to include, but not exclusive to, computer moves and adds, peripheral installs, internal/external hardware installs, data transfers, software installs, printer moves and configuration, migrations, and system configurations. Completed statuses or escalated tickets to Tier 2 Help Desk. Comply with ISO 9000 procedures.

DESKTOP DEPLOYMENT SPECIALIST -

Sony Pictures Entertainment, Culver City CA

Sept 2002 – Feb 2003

Hired as a contractor. I performed the following: Systems preparation & imaging, Data backup/restore, System configuration and installation. Supported over 1500 users. Assess user desktop and/or laptop. Completed assessment information to be entered into Access and Remedy. Image system-using Ghost to upgrade to W2K via Novell LAN server, or CD. Create appropriate user profiles and/or add to NT Domain if necessary. Locate and install appropriate S/W apps from network or CD. Troubleshoot any install problems. Used PC Anywhere to perform system configurations/changes. Migrate appropriate user Data directories. Configured system i.e.: Notes 5, PAL, Palm, VPN/ExtraNet, Custom applications and databases, etc., as well as printers & print queues, and custom/departmental drive mappings. Deploy to user and test all applications, printers, and drive mappings. Recreate Attachmate Client sessions. Installed and configured Sony’s in house proprietary software - to name a few- Attachmate AS400, Mainframe, People Soft, JDE One World, PhotoShop, Office 2000, Crystal Reports, Lexis-Nexis, and web-based applications etc. Contacted user to follow-up.

DESKTOP PHONE SOFTWARE SUPPORT

MARRIC SOFTWARE - Redondo Beach, CA

Feb 2000 – Sept 2002

Tested and identified bugs on new software builds for proprietary Consumer Affairs software (CATS). Via the phone or PC Anywhere, resolved technical issues regarding software and questions involving installation of program on SQL/Sybase servers, server/client ODBC installation, database relations, and syntax queries for reports. Escalated unresolved issues. Installed software, hardware, and peripherals as needed to outside clients. Oversaw and managed internal office operations. Updated and maintained LAN systems and websites for individual clientele - Redondo Beach Chamber of Commerce, Aicher Insurance, American Board of Certified Hair Colorists.

DESKTOP DEPLOYMENT/ DESKTOP SUPPORT

INDEPENDENT - Hermosa Beach, CA

Jun 1999 - Jan 2000

Assisted over 200 users with desktop problems. Worked with Ghost Image and PDQI to install and upgraded computer networks. Customized and configured workstations. Worked to configure both public and proprietary software applications. Verified network settings and performed pre-installation steps, including back-ups, for deployment and upgrading computers to Windows NT workstation and Y2K compliance. Installed and upgraded RAM, hard drives, printers, software, and sound cards. REPRESENTATIVE COMPANIES: USWeb/CKS, Insignia-ESG, Gateway, Morgan Stanley Dean Witter, Nextel, Bergen Brunswick, Nissan, TekSystem, Wells Fargo Brokerage, Mattel Media. Had Supervisory/Team Lead duties on certain jobs.

ACCOUNT CLERK/FINANCE CASHIER'S OFFICE

CITY OF HERMOSA BEACH - Hermosa Beach, CA

Dec 1989 - Jul 1997

Tracked Transient Occupancy and User Utility Taxes using Excel. Responsible for all city receipts working in a Win3.1/Novell environment. Processed parking citation payments using customized tracking program (Terminator 2). Worked with Technical Support Office for Terminator 2 solving program problems. Entered data of citations for database management. Issued, tracked and logged parking permits, animal licenses, court restitution, MTA bus passes and citation contesting. Issued business licenses. Interacted with Building and Fire Departments to ensure compliance of city codes. Supervised 4 employees.

EDUCATION:

NEW HORIZONS COMPUTER LEARNING CENTER (Culver City, CA) Microsoft Certified Professional (Server and Work Station) MCP; Certified Novell Administrator CNA

NATIONAL EDUCATION CENTER (Culver City, CA) Associates of Arts With Highest Honors (Business Technology)

SAWYER COLLEGE (Pomona, CA) Computerized Accounting with Honors

AZUSA PACIFIC UNIVERSITY (Palm Springs, CA) Accelerated Bachelor's Program (Business Administration)

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