Desktop Support Information Technology

Lawrence Leslie

***** ********** *** ********, ** 520-***-****

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

Professional Objective:

Qualifications:

Relevant Experience:

Education:

Seeking a career in Information Technology with a firm that promotes team work and collaboration.

Proficiency in various software packages and operating systems including but not limited to Windows 2000/XP/2003, Vista, 7, MAC/OS/OS9/10.X, Microsoft Office, Microsoft Outlook, Lotus Notes 6.5 – 8.5, and DOS.

Extensive experience with Unix, Linux, Sun Solaris, Citrix ICA Client 32, Citrix Program Neighborhood, MSGL Client, Active Directory, MS Exchange Server5.5, Windows 2003 and 2008 Server, VNC Viewer, Marimba Tuner and SCCM.

Knowledgeable of networking monitoring tools such as Overseer, Rumba, AS400, RACF, Netview, Netcool, Tivoli, Vital Suite and IP Monitor. Exceptional communication and interpersonal skills.

Work well with others to foster team participation.

Desktop Support – City Of Maricopa – Maricopa, AZ (06/28/2021 – 02/12/2025)

Support City employees, (Human Resources, Finance, City Council members, Development Services and Community employees) Fire Department, Library, Police Department, Fleet employees and Coppersky employees (Community Center).

Installed, configured and setup accounts for Police applications Tracs, Spillman, Ocularis 6.1, Microsoft Power DMS and Crystal Reports. Setup accounts for websites Evidence.com, AzPoint and Flock.

Setup, troubleshoot, configured and created accounts for Library computers assisted trough Envisioware and Bibliotheca support.

Troubleshoot issues related to applications installed through MECM and Software store.

Pushing applications through MECM and the Software Store to the Software Center. Installing applications through Software stored on the server.

Reset passwords, added access to groups and disable accounts through Active Directory.

Setup, installed and configured DUO accounts on computers, cell phones and tablets for secondary authentication.

Resolving break /fix ticket issues previously with Service Now but later used Lansweeper.

Refreshing and upgrading computers from Windows 10 to Windows 11.

Swapped out Microsoft Surface computers (4, 5 Pro, 6 and 7) with Dell Latitude 5320, 5330, 5430, 5440 and 5550. Dell desktop Optiplex (7050, 7060, 7080, 7090) with 7010.

Using SCCM to copy users information to transfer over to the new computers.

Troubleshooting issues on Dell Latitudes laptops, Panasonic Toughbooks, Dell Optiplex and Precision Desktops and All In One computers.

Installed, configured and setup Canon, HP and Epson printers and copiers. Contacted ProCopy for Canon support.

Troubleshoot, setup accounts, configured and swapped out Shortel 230, 655 and Mitel 6910 desk phones.

Ordered, configured and setup cell phones for all city employees through Verizon Business.

Installed and configured Intune on all Cell phones and Apple tablets.

Troubleshoot Wireless, LAN and VPN connection issues.

Troubleshooting issues with Cisco Anyconnect 4.9 and connectivity issues.

Troubleshoot issues with Office 2019 and Office 365.

Troubleshooting issues with Cisco Jabber headset connections.

Troubleshooting issues with Microsoft Teams and Skype video and conference calls.

Remote into users’ computers through Symantec PC Anywhere, SCCM, RDP and Teams to resolving issues.

Assist with conference room meets. Troubleshoot video and audio connectivity issues.

Manage, setup users and configure door badge access through the Amag System.

Kept track of computer Assets with Microsoft Excel Spreadsheet and Lansweeper.

Updated Knowledge base with troubleshooting tips and instructions.

Setup and configured access to Sharepoint sites and linked them through Onedrive

Desktop Support – Northrup Grumman – Chandler, AZ Dec 2020 – June 2021

Troubleshoot issues related to applications installed through MECM and Software store.

Pushing applications through MECM and the Software Store to the Software Center. Installing applications through PowerShell

Resolving break /fix ticket issues through Service Now.

Refreshing and upgrading computers from Windows 7 to Windows 10 and installing layer One through PowerShell.

Assisting users with copying information from one computer to the new computer.

Troubleshooting issues on Dell Latitudes, Vostro Desktops and All In One computers.

Troubleshoot Wireless, LAN and VPN connection issues.

Troubleshooting issues with Cisco Anyconnect 4.9 and connectivity issues using SurePassID to login.

Troubleshoot issues with Office 2016 and Outlook.

Troubleshooting issues with Cisco Jabber headset connections.

Troubleshooting issues with Skype for Business video and conference calls.

Remote into users’ computers through Symantec PC Anywhere, SCCM, RDP and Skype to resolving issues.

Technical Support/Desktop Support – American Airlines – Tempe, AZ (03/2012- 12/2020)

Reset passwords in Sabre, DECS, Ilearning, IBM systems and others related to Airline applications

Troubleshoot issues related to applications installed and password issues using Active Directory and SAM (System Access Manager).

Inputting and resolving ticket issues through Remedy 10.6 ticketing system and Cherwell.

Troubleshoot issues with connectivity on Okidata, Lexmark, Zebra, Toshiba and HP printers.

Troubleshooting issues related to Baggage scanners, Kiosks, and Radio communicators.

Troubleshoot Wireless and LAN and VPN Cisco Anyconnect connection issues.

Troubleshoot issues with Microsoft Office 2010 and 2013.

Assisted with and troubleshoot setting up One Drive on users computers from backing up the information to switch over to Windows 10 operating system.

Assisted user with installing of Microsoft Teams and troubleshooting any issues with the application.

Troubleshooting issues with Office Communicator and configured and install Microsoft Lync 2010 and 2013 and Cisco Jabber.

Troubleshooting connectivity issues with Microsoft XP, Windows 7, Windows 10 and Apple Mac and Ipads connecting to Airline applications.

Remote into users’ computers through Symantec PC Anywhere and SCCM to resolving issues.

Remote into user’s computers and push software through Windows Software Center.

Assist users and troubleshoot connections with DUO Mobile Two Factor Authentication for VPN connections.

Sometimes assumes team lead position when needed.

IT Administrator/Desktop Support - Shutterfly/TinyPrints – Tempe, AZ 09/2011-01/2012)

Installed and setup Dell 380, 745, 780 computers for new users with Windows XP and 7

Installed applications, Pandion 2.6, Shortel 11.2, Microsoft Lync 4.0, FrontRange, Agent Dashboard, Abode CS3 and CS4.

Installed, setup and supported Microsoft Lync for users with connection issues.

Configured the applications and set passwords for the users.

Imaged and Reimaged computers using Symantec Ghost Server 11.5

Troubleshoot issues related to applications installed and password issues using Active Directory.

Created user accounts and group accounts through Active Directory and created email accounts through Exchange Server

Installed and troubleshoot Printers on Windows 2003 R2 server.

Inputting and resolving ticket issues through JIRA ticketing system.

Troubleshoot issues with connectivity on Indigo, Zebra, and HP printers.

Received Inventory of Cisco Switches and routers. Documented and logged asset tags for tracking purposes.

Installed and pushed software through Marimba Tuner 2.0

Data Center Operator – Expedia.com - Chandler, AZ (06/2011-11/2011)

Installing and racking Window Servers 2003, 2008 and Linux and Unix Servers.

Installing servers in the racks and patching with CAT5, CAT6 cables and Fiber.

Fluking the Cat5 and Cat6 cables for connections. Testing the Fiber and verifying connection. Used Primary, Secondary, ILO, and Back up color coded Ethernet cables

Configuring the ILO for remote connection and switch ports.

Configuring the servers for Raid 5 and 1.

Imaging the servers with Windows 2003 Enterprise or Standard and 2008 Enterprise or Standard

Installed and configured HP Proliant DL380, G5, G6, and G7 Series Servers.

Inputting related information in to Remedy.

Used WSUS to update the servers with the necessary patches.

Used VLT for tape backup and recovery.

Desktop Support Level 2 Support – FOX Studios - Los Angeles, CA (03/2011-06/2011)

Upgrading 3000 + users from Windows XP to Windows 7 Enterprise.

Upgrading HP desktops 8000, 7900, 7800 and 7700 machines with Windows 7 installation disk.

HP desktops 7600 and 7100 are being replaced with HP 8000 machines.

HP laptops 4930s and 4250s are being replaced with HP laptops Elite 8440s.

Unboxed HP desktops and laptops and loaded Windows 7 image onto the machines.

Took inventory and recorded Asset tags of all users’ computers being upgrade.

Troubleshoot tickets manually and in person using Remedy 7.0 ticketing system with relation to the upgrade.

Installing needed software, Such as Microsoft Lync, FileMaker Pro 10, applications, mapped drives and reinstalled printers related to the upgrade.

Troubleshoot and supported connection issues with Microsoft Lync 4.0, FileMaker Pro 10, Adobe CS4 and other applications installed after upgrade.

Desktop Support Level 2 Support - The Capital Group Companies - Los Angeles, CA (02/2010-02/2011)

Supported 5000+ end users on Window XP and MAC OS10 on the phone and on site.

Install VPN client and Concentrator on laptops and assisted users in the operation of the program.

Troubleshoot tickets using Remedy 7.0 ticketing system.

Remote Support using NetSupport Manager 10.2, and installing applications through Altiris Console 6.0 and Mist Console 1.4

Troubleshoot connectivity issues, archives and perform new installs of Lotus Notes 6.5 – 8.5.1.

Made changes in Active Directory and Novell iManager to user’s accounts, added computers and users to the domain, added users access rights to network folders, deleted accounts and setup and changed passwords.

Support Blackberry installations of software and activations.

Setup and administrate printers thru iPrint in Novell iManager.

Desktop Support Level 2- Baxter Bioscience– Los Angeles, CA (01/2009-12/2009)

Supported 500+ end users on Window XP on the phone and on-site.

Install VPN client and Concentrator on laptops and assisted users in the operation of the program.

Troubleshoot tickets using Peregrine V6 ticketing system.

Remote Support using VNC viewer, and installing applications through Marimba Tuner 7.2

Troubleshoot connectivity issues, archives and perform new installs of Lotus Notes 6.5 – 7.03.

Made changes in Active Directory to user’s accounts, added computers and users to the domain, added users access rights to network folders, deleted accounts and setup and changed passwords.

IT Administrator - Toyota AirFlite – Los Angeles, CA (01/2008-12/2008)

Supported Windows XP machines to 80+ end users on-site in Accounting, Maintenance, Customer Service, Dispatch, Human Resources and Pilots in the Aviation Field

Troubleshoot connectivity issues and performed new installs of Lotus Notes 6.5 – 7.03.

Installed, configured and troubleshoot issues with Citrix ICA Client 3.2 and FlightPak.

Performed backup and recovery and sent backup tapes Iron Mountain for storage.

Performed file recovery within CommVault on the Windows 2003 server and performed server upgrade.

Made changes in Active Directory to user’s accounts, added computers and users to the domain, added users access rights to network folders, deleted accounts and setup and changed passwords.

Monitored Load balancing on 2003 Server.

Assisted with upgrade of Domino Server.

Installed new preset images through Symantec Ghost on to the laptops and desktops.

Troubleshoot tickets thru Peregrine Ticketing System version 6.1

Data Center Technician - Toyota Motor Corporation - Torrance, CA (5/2005 – 3/2007)

Providing Help Desk and Technical support to 1000 plus users on the phone and online, technical staff and dealers national and internationally for MICROSOFT NT Network/IBM AS400/AIX/HP-UX UNIX Mainframe LAN/WAN and other networking peripherals in a 24/7 environment.

Tracking calls, nightly monitoring of network activity and data input using Peregrine, Rumba AS400, Netview, Tivoli, Netcool, VitalSuite and Openview software applications.

Maintaining LA/WAN/Mainframe/AS400/UNIX infrastructure and user support with tools and commands MVS, CICS, JES2, and TSO. Experience with CICS, JES2, DFSMS, ISPF, RACF, SDSF, SMP/E and TSO.

Involved with the project of the installation and maintenance of all Microsoft 2000 1650/2250 file servers, Dell wiring racks, cable management and expansion and associated networking hardware.

Involved in the installation and configuration of all DELL and Toshiba laptops and desktops accessing network remotely through RAS CISCO VPN Client dialup, broadband and wireless nationwide and internationally. Connecting, configuring, troubleshooting and installing Internet Explorer. Troubleshooting, through Internet Options and Network Connections.

Maintain backup systems and schedules for entire LAN consisting of 500+ Microsoft 2000 servers using ARCServe and UNIX based applications.

Ran SQL Scripts for monitoring jobs ran from different Toyota Dealerships.

Computer Technician - Vector Resources - Torrance, CA (7/2004 – 5/2005)

Installing Cisco 2950 and 3550 Switches and Routers in each individual school for the LAUSD School District on-site.

Completely setting up cabinets with configured Cisco Switches, Tripp Lite Power Surges, Panduit Wire Managements, and Tripp-Lite Batteries in each individual hub and cabinet at the schools

Installing Cat 5 blue copper wire from the switch to patch panel, and multi and single fiber wire for each individual drop in the classrooms from the switch to the fiber drop and dressing it into the Panduit wire management

Taking documentation and inventory on existing equipment and replacing with the new switches and routers, dressing the power from the switch, battery and Tripp-Lite power surges to the existing hubs and cabinets

Troubleshooting links between cabinets and hubs to the MDF (Main Distribution Frame) through the fiber and copper drops. Shining light through the fiber strand and related switch for link connectivity

New Horizons Computer Learning Center - Culver City, CA 1999

Microsoft MCP Certification

A+ Certification

References:

Furnished upon request

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