IT Technician
Resume:
Malette Magruder
Stanton, CA **680
Mobile 310-***-****
******@***.***
Education & Certifications
Golden West College – Associate degree in Computer Science
Professional Career Institute – MCSE and A+ Training
Microsoft “Train the Trainer” Course
Software Education of America – MCDBA & MCSD Training
Tech Pros Group Inc. – LAN/WAN Engineer Program
A+ Certified Repair Technician
MCSE – Microsoft Certified Systems Engineer
MCSA – Microsoft Certified Systems Administrator
MCP + I – Microsoft Certified Professional + Internet
Professional Summary
I.T. professional with over twenty years of experience designing, implementing, and supporting enterprise environments. Broad skill set includes senior level technical expertise with Microsoft server technologies, security issues, and resource management. Self-motivated, pro-active team player, with a proven background of providing superior customer service and solutions through collaboration. Key achievements include:
Restoration of a hazardous materials database, along with associated user profiles, on a crashed server, with zero data loss – March Air Reserve Base
Streamline and administer network wide backups and multiple robotic tape libraries, using Veritas Backup Exec software – 3,000 Users
Administer Microsoft SQL and Access databases, create user forms and queries, and provide detailed reports for inventory purposes – March Air Reserve Base
Technical writing and training – Course related texts and workbooks for user training, classroom setup, class instruction, help desk training, and operating systems installation/upgrade instruction documents – March Air Reserve Base
Administration of Mobile Devices – Both Apple and Android, using MobileIron, Apple Business Manager and InTune
Technical Summary
Conceptual and Interpersonal
Network cabling structure design and physical implementation
Technical Troubleshooting and Problem Resolution – through level 3
Sound security practices for Email and Website access
Networking Principles – TCP/IP, DHCP, WINS, NetBIOS, DNS
Documentation and Technical Writing
Project Management
Public Speaking and Professional Presentations
Server Software and Operating Systems
Microsoft Windows Server - NT/4.0/2000/2003
Microsoft BackOffice Server Suite - 4.0/2000
Microsoft Exchange Server - 5.5/2000/2003
Microsoft Operating Systems through Windows 11
Microsoft Windows - NT/2000/XP/7/8/10/11
Microsoft SQL Server - 6.5/7.0/2000
Microsoft Internet Information Server - 4.0/2000
Hardware
Server Setup, Configuration, Troubleshooting, and Disaster Recovery
Dell, Compaq, HP, Micron, and independent component assemblies
Network Attached Storage (NAS)
Storage Area Network (SAN)
RAID Adapter/Array Configuration (SCSI, IDE, Serial ATA, SSD, and NVMA)
10/100 Megabit and Gigabit-Ethernet (Copper and Fiber Optics)
Cabling, Hubs, Switches, and Cisco Routers
Desktop Applications and Programming
Microsoft Office 97/2000/2003/2007/2010/2016
Microsoft Visio Professional and Enterprise
Veritas Backup Exec
McAfee VirusScan, Norton Antivirus Enterprise
Visual Studio
Microsoft Office 365 – Account creation/administration through Active Directory and Exchange Server
BitLocker Drive Encryption
Experience
Self Employed – Independent Contractor July 2023 – Present
COMPUTER/MOBILE DEVICE TECHNICAL SUPPORT
Phone support for issues through Level III
Microsoft Office 365 – Support for all Applications
Documentation of issues
Computer imaging, firmware/hardware upgrades
Laptop/Desktop hardware upgrades and repairs
Configure iPhone/iPad and Android Mobile Devices
Generation of Knowledgebase documentation
Exchange administration
Robert Half Feb 2023 – June 2023
Contracted to Port of Long Beach
TECHNICAL SUPPORT
Phone/Deskside/Remote support for User issues through Level III + Executive and VIP support
Microsoft Office 365 – Support for all Applications
Documentation of issues through TrackIt Ticketing Systems
Computer imaging, firmware/hardware upgrades
Administering Active Directory Users/Computers accounts
Kyocera Printer management including Service and Toner replacement – Toner inventory maintenance
Configure iPhone/iPad and Android Mobile Devices – InTune administration
Generation of Knowledgebase documentation
Exchange administration
Randstad Mar 2022 – Jan 2023
Contracted to Pacific Life
TECHNICAL SUPPORT
Phone/Deskside/Remote support for User issues through Level III + Executive and VIP support
Microsoft Office 365 – Support for all Applications
Documentation of issues through Service Now Ticketing Systems
Computer imaging, firmware/hardware upgrades
Administering Active Directory Users/Computers accounts
New-Hire computer deploy and first-time logon
Configure iPhone/iPad mobile devices with 2-Factor Authentication for access to Internal Applications
Generation of Knowledgebase documentation
Building/Running PowerShell Scripts
Robert Half Feb 2021 – Mar 2022
Contracted to Smart Circle
TECHNICAL SUPPORT
Phone/Deskside/Remote support for US/Canadian User issues through Level III + Executive and VIP support
Microsoft Office 365 – Account creation/administration through Active Directory and Exchange Server
Documentation of issues through SpiceWorks and JIRA Ticketing Systems
Computer imaging, firmware/hardware upgrades
Administering Active Directory Users/Computers accounts
New-Hire On-Boarding and access creation
Configure Android/iPhone mobile devices with 2-Factor Authentication for access to Internal Applications
Computer/User Administration using KACE, Azure, and ESET
Building/Running PowerShell Scripts
R4 Solutions Inc. Oct 2019 – Dec 2020
Contracted to Prospect Medical
HELP DESK TECHNICIAN
Phone/Deskside support for End-User issues through Level II + Executive and VIP support
Microsoft Office 365 – Account creation/administration through Active Directory and Exchange Server
Documentation of issues through Service Now Ticketing System
Computer imaging, firmware/hardware upgrades
Asset management (computers, peripherals, desk/mobile phones)
Administering Active Directory Users/Computers accounts
Administering Cisco VOIP desk phones and configuring Android/iPhone mobile devices
Computers, Peripherals, and Phones (Mobile & VOIP) equipment ordering and inventory management
Software licensing administration (Microsoft, Adobe, Kofax Power PDF)
Randstad Jul 2017 – Jul 2019
Contracted to Wells Fargo
TECHNOLOGY CONNECTION TECHNICIAN
Service Desk Call Center - Support for Wells Fargo Employees to Level 2 + Executive and VIP support
Documentation of call/Email issues through Remedy PAC 2000 Ticketing System
Authoring "How-To" documents for both Service Desk and Employees
Installation of licensed software and documentation of Assigned Licenses
Collaboration with Service Desk team to resolve issues
Escalation of issues to appropriate departments
Insight Global Aug 2016 – Mar 2017
Contracted to Molina Healthcare
SERVICE DESK TECHNICIAN
Service Desk Call Center - Support for Molina Healthcare Employees/Customers to Level 2
Documentation of call/Email issues through Service Now Ticketing System
Authoring "How-To" documents for both Service Desk and Employees/Customers
Installation of licensed software and documentation of Assigned Licenses
Collaboration with Service Desk team to resolve issues
Escalation of issues to appropriate departments
Solugenix Nov 2007 – Jun 2016
Contracted to OneWest Bank (A Division of CIT Bank, N.A.)
SENIOR HELPDESK ANALYST
Compile data from Remedy Ticketing System for Monthly/Quarterly/Annual Reports
Administer Help Desk & User-Facing Knowledge Bases in a SharePoint environment
Author Solugenix and Help Desk Policy and How-To Documents
Microsoft Access Database Administration
Help Desk Call Center – End User support (Tier I through III) + Executive and VIP support
Executive Support – Troubleshoot/Resolve software/application issues, install/upgrade software, configure VoiceMail, Outlook/Excel/Access/PowerPoint/Word training
Ameriquest Aug 2005 – Jan 2006
Orange, CA
DESKTOP ENGINEER
Desktop support through Tier III
Laptop and desktop setup using imaging software, and in-house software installation packages
Software licensing and procurement – interaction with various software vendors
Compliance administrator for Peregrine trouble ticket resolution
Technical writing – “How To” documentation for desktop applications, administrative software, licensing, and Peregrine compliance reports
ACS/GSG Dec 2001 – Jun 2005
March Air Reserve Base, CA
SENIOR IM SPECIALIST
Administer LAN/WAN for 3,000+ Users and 60+ Servers in a Microsoft environment with NT 4.0/2000
Administer network-wide Backups
Administer Microsoft SQL Server and Access databases
Program forms, using Visual Basic, to allow user interaction with databases
Help Desk support and training through Tier III
Write curriculum and texts for base-wide computer training/certification, and provide classroom instruction
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