Help Desk User Support
Resume:
Timothy Duman
North Royalton, OH *****
************@*****.***
Summary: Provided direct Face-to-Face world class end user support experience with an emphasis on quality resolutions. Clients include Mazzella Companies, MetroHealth Hospital, Eaton Corp., and Public-School Systems to provide diagnosis and repair of Systems, Applications, Desktops, Laptops, Wireless Devices. Extensive knowledge of AD, DHCP, and DNS. ) Studying Azure AZ-104 Microsoft Certification. Completed Linked In Learning Course Learning System Center Manager.
Work Experience
Desktop Engineer
April 2023 to May 2024
Employed by Mazzella Companies, Cleveland, Ohio
Respond to Help Desk tickets from Fresh Service, Used Team Viewer for remoting in a manufacturing environment. Imaged computers with pxe boot and prepare them for new hires and replacements. Used Papercut for managed printing. Ninja for deployment of applications. Performed onboarding and user separation procedures. Used OKTA for -MFA, licensed MS Office through the Microsoft 365 portal. Smart Phone setup in MaaS360. Procured Autocad, Solid Works & Adobe Standard pro licensing. VPN- Application is Global Protect. AD ON Premises and Azure AD Hybrid.
Systems Technician September 2022 to April 2023
Contracted to Nestle USA via S2S Soft - Solon, OH
Perform onsite and remote support in a Windows 10/11 environment via the Service Now ticket System. Remote support via SCCM Viewer. Image computer through PXE boot and SCCM script. Maintained Lenovo and HP laptop fleet. Participated in a Digital Bar Rotation for user walkup computer support. Supported a SharePoint environment.
Systems Technician
Accellis - Valley View, OH September 2021 to June 2022
Supported Client base via ConnectWise Automate and Manage, and Bomgar, Monitored email Security and Services via Barracuda Networks portal. Configured user accounts and access to network resources in Active Directory Domain Services. Assigned Microsoft 365 licenses and Configured email accounts in the Microsoft 365 office portal. Used Duo for MFA
IT Support Technician
G M Industrial - Oakwood Village, OH December 2020 to July 2021
•Supported Environment of Windows Server 2019 and Windows 10 PCs MS 365.
•Maintained Virtual Machines in Hyper-V. Supported Outlook email accounts via Intermedia Exchange hosted site. Configured laptops with FortiClient VPN client and Remote Desktop
Technology Specialist
North Royalton City Schools. - North Royalton, OH
April 2007 to September 2020
•Primary contact for North Royalton Middle School and supporting district staff.
•Implemented extensive knowledge of Active Directory DS Users and Computers to organize computer users with OU’s and groups.
•Created group policies in Active Directory to configure Windows on our Desktops and MSI files to deploy programs and shortcuts.
•Assisted in use of scripting to prepare MSI files to upgrade Sophos Antivirus.
•Supported Office 365, and Google Suite.
•Performed mailbox recipient configuration in Microsoft Exchange 2013 Server, configured mailbox quota restrictions, mail forwarding, and username changes.
•Supported WAPs, Copiers, Printers, & Unity Call Manager.
•Used Norton Ghost to create and image Windows 10 PC’s during PC refresh, migrated desktop, documents, downloads, by Group Policy folder redirection.
•Maintained Hyper-V servers in Windows Server 2012 configured them with Hyper-V manager and performed resource allocation. CPU, Memory, VHD.
•Created a WSUS server with IIS and configured from scratch to deploy Microsoft Updates on both networked and local computers through group policy.Tested Updates and approved.
•De[lpoyed Secure Browser for Student testing. Used Go-Guardian for Chromebook Security..
Education
Associate Degree in Electronics Engineering Technology
ETI Technical College, (Now Bryant & Stratton) - Cleveland, OH
A+, Network + and passed 5 Microsoft Tests to achieve MCSA, and MCDST certifications.
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