Support Specialist Desktop

Robert M. Dickert

Loveland, OH *****-**** 513-***-**** ********@*****.***

Currently seeking remote or hybrid local W2 contractor system support role

MECM/SCCM Technology Specialist/Application Packager/Desktop Support Specialist W10 to W11

A problem-solving IT/network systems specialist engineer/administrator professional with excellent technical leadership skills. Progressive software and network experience, including managing and maintaining multiple networking environments (RND, UAT, QA, PROD) for major accounts. Exceptional troubleshooting skills for network software, hardware, personal computer operating system software and related applications. Broad experience in system and network troubleshooting, integration, implementation and application development.

Areas of Expertise

Operating Systems: Microsoft Windows Active Directory Windows Data Center Server 202*-****-**** 2016 Desktops – Windows 11 10 8 7 Server/Desktop Apps: MECM/SCCM, KACE, WSUS, MDT – Service Now Apple, Office, Office 365, Ansible, Tanium, SQL, IIS

Experience

IT Consulting 7/2024

Server Rebuilds, Hardware/desktop rebuilds and upgrades, Server upgrades, Desktop support

Out on Medical Leave 01/2024 – 6/2024

PNC Financial Services/Everest Technologies, Cleveland/Loveland, OH 07/2013 – 12/2023

Windows Server & Virtualization Support Engineer LIII-IV – (WFH-work from home), Extended Fulltime offer in Jan. 2018

Team member for the Windows MECM/SCCM patching team, resolving and troubleshooting WSUS patching and MECM client failures as well be security related Windows, such as SQL, & IIS & other vendor or in house developed applications.

Interact with Windows Engineering, Wintel Server Operations, Security and Decommission teams.

Perform Server administration in the areas of SAN migration, DSM support, Windows disaster recovery corporate support and wave events, server requests within an SCCM 2007/2012/BSA environment. DNS changes and VMWARE virtualization support.

Work remotely and within the confines of the Data Center. Microsoft features and product installations, Server remediation, iDrac firmware, Brocade community strings, DNS server project.

Perform Windows patch management for over 15000 dev/test/qa/prod 2003, 2008, 2012 and 2016, 2019, 2022 Windows OS platform versions. Utilize Tufin Orchestration for firewall port rules. Expertise in troubleshooting server related issues, (DR) disaster recovery events, application testing, GFB testing.

MS SQL and IIS troubleshooting for failed applications and resolving database issues.

Resolved CyberArk related security login requests.

Installed and resolved zscaler ServiceNow incidents during Windows server upgrades.

Provided near 100% compliance for over 15,000 Windows servers from 2008-2022 versions.

Created RND, UAT, QA acceptance testing documents for the end-user community for their application testing both internal developed applications as well as vendor supplied / purchased applications.

Constructed and implemented PowerShell scripts as needed and troubleshooted PowerShell script failures on a wide range of Window servers when requested.

On occasion I would create and implement Active Directory requirements as well as Group Policy policies.

Worked with various Windows registry components for software packaging, etc.

Used tools such as Tanium, SCCM Reports, Power BI, SCCM Tools, etc.

Monitored all Window patching deployments and corrected those servers that failed.

Robert M. Dickert ********@*****.*** Page Two

JP Morgan Chase/Accretive Tech 04/2012 – 10/2012

Software Packaging

Team member on the Attachmate conversion team converting 3270, 5250, 65xx emulation software such as PComm, Hummingbird, Rumba, and consolidating these sessions to the Attachmate Edge and Reflection platform with Wise Packaging Studio, ISpace/W7, VMWare and SCCM.

Support software packagers during the conversion processes and assist when user support services are required.

Prepared packaging process documentation when requested. Windows server imaging and desktop imaging.

Dell Services/CHP/Stefanini 02/2012 – 03/2012

Software Packaging/Conversion

Team member on the Novell Zenworks 7.x team to convert infrastructure to SCCM.

Provided support to users and other team members during the conversion. Software packaging utilizing various packaging tools App-V Sequencing, MSI Packaging, SCCM, MDT driver set integration, image provisioning, user state migration, Group Policy Preferences experience on Windows 7 and XP. Prepare images for VMWare, Oracle VM VirtualBox.

Imaged OS workstations utilizing the Microsoft Deployment Toolkit - MDT. Project was completed 2 months early.

Accenture / CBTS 06/2011 – 12/2011

Server Production Support

Team member on the Microsoft Windows Level III Cloud support team. Provided server and incident queue monitoring, management and system resolution for approximately 10,000 Microsoft Windows 2003, 2008 servers.

Utilized such toolsets as Wireshark, Windows toolsets, BMC Remedy and Patrol.

Participated in a weekly on call 24x7 rotation including incidents such as IIs, Sql, Sql Reporting Services, Windows WSUS Patching, Microsoft Forefront, Symantec Endpoint, McAfee eOrchestrator. The environment consists of various manufacture servers (HP, Dell, etc.), VMware 3 & 4 virtual servers, VMPlayer, and VMware workstation. Provide Windows 7, Vista and XP support for client workstations for various organizations.

Additional Relevant Experience

US Bank/Comtek, Software Packaging

Test, package and deploy over 3,500 Enterprise and line of business software applications

to Microsoft Windows 7 / Vista and XP environments through virtual sessions utilizing VMware.

JP Morgan Chase/Pyramid/Accenture, Voyager Project Software

Provide level III/IV software support within a Microsoft and Novell environment desktop applications for DEV, SIT, UAT and PROD environments for FIS/LPS Fidelity Lending Portal / Director – a 3270 web-based application within the production environment for approximately 17,000 users. Provided pager response support 24x7 on rotation basis.

Education

Bachelor of Science (BS), Information Systems/Computer Science

The University of Cincinnati

Bachelor of Science (BS), Marketing/Advertising

The University of Cincinnati

MSCTC - Masters of Science Communication Technology Certificate

The American Institute of Technology, Inc.

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