Desktop Support Technician

Aurtis Wilson

I.T. ANALSYT - SR DESKTOP SUPPORT TECHNICIAN

Anaheim 714-***-**** ************@*****.***

Objective

To obtain a challenging position in a dynamic and innovative organization where I can use my technical and analytical skills.to help the company in its success

Experience

OCTA (Contract through Intratek Computer, Inc.) July 2024 - Present

Sr. Desktop Support Tech

Windows 11 refresh project

Sccm to image and reimage Lenovo Desktops and Microsoft Surface laptops

Service now to manage tickets

End user support via remote and onsite

Active directory to create new user accounts and move objects to new OU’s, ETC

Manage and setup Mobile devices, using the latest technology

Install and configure Standalone Kiosk Computers

Prospect Medical Sept 2023 – March 2024

Sr. Desktop Support Tech

Heavy end user support via remote

Mobile deployment of laptops and phones

MDM management-using ABM, and Microsoft intune

Active directory –Mfa – Okta

Wifi and Vpn setup and configuration for remote users

Created and developed SOP’s for new users

Reyes Coca-Cola Sept 2021 – Sept 2023

IT Analyst \Field Service Tech

Manage 4 manufacturing sites IT end user support needs

Work with multiple vendors to setup equipment repair, scanners, cameras, etc.

Configure and deploy wrist scanners and handheld scanners

Configure and deploy pad's and Iphones

MDM management-using ABM, Knox's

Active directory –Mfa – Okta

Wi-Fi and Vpn setup for remote users

Configure and install zebra printers and HP printers

Image and deploy laptops and desktop computers via Sccm

Boots on the ground for the network team

Work with the network team patching and toning out network lines replacing cisco switches

Managing Service now tickets

E-waste Management –coordinating with e-waste vendor on pickup and disposal for all 4 sites

Bank of the West March 2021 – Sept 2021

Senior Desktop Support Technician

Create and update excel spreadsheets

Purchased, setup and installed new phones from Verizon

Responded to customer inquiries and provided technical assistance over phone and through remote beyond trust utility.

Update and reconcile existing spread sheets.

MDM configurations on mobile phones Intune and Apple Business Manager

Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security and company policies.

County Of Orange SAIC Sept 2020 – March 2021

Senior desktop technician

Imaged laptops with SCCM

Installed and configured operating systems and applications.

O365 Migration support and all Microsoft suite Products

Deployed Laptops across multiple facilities

Heavy active directory interaction

Connecting network devices to central network hubs for multi-site interconnectivity.

Configured hardware, devices, and software for workstations setup s.

Removed malware, ransomware, and other threats from laptops systems.

Toyota of Orange Feb 2020 – Sept 2020

Senior Desktop Technician

Assist in the architecture, implementation and maintenance of the organization’s desktop infrastructure environments including image creation, installation, upgrades, high level troubleshooting, patching, and software deployment.

Windows 10 migrations for 300 end users onsite and remote users

Perform secure baseline image creation and tailoring of Windows operating system images for specific hardware configurations from a common core baseline.

Conduct Windows Readiness and Compatibility Assessment of hardware, software, and infrastructure environment.

Write documentation, installation procedures, check lists, troubleshooting tips and topology diagrams.

Develop Windows Base Images

Work within the change management process to coordinate the release of new software packages.

Open and follow-up on critical incidents with the hardware vendors in the event of a problem relating to a supported hardware platform.

Conduct QA testing of images before they are pushed to production.

Provide 3rd level support to the Help Desk and field support teams via the resolution of escalated application, operating system, deployment, and hardware issues.

Participate in multiple projects in a fast-paced environment.

Provide remote end user support

Manage network printers

O365 Migration support and all Microsoft suite Products

Senior Desktop Support Technician July 2016 – Nov 2019

Performance Team LLC, Mira Loma

Supervise and Train 6 techs on day-to-day operations.

Manage end user for support 8 warehouses in the inland Empire.

Windows 10 migrations from windows 8 for over 1200 end users

0365 email migrations etc.

Microsoft suite 2013-2016 trouble shooting and support.

Active directory support –Creating users –passwords -group policy updates and /inventory control.

Project Management /Plan and meet all deadlines in a timely manner.

User support /Customer service /Remote user support

Coordinate with Infrastructure /Networking teams and W.M.S teams

Maintain Zebra printers and Hp printers, hand scanners

Laptop and Desktop deployments and data Backup

Abm for iPhones and MacBook pro's

Light scripting –automating some installations

Mobile phone deployments

Cisco voice over ip phone support

Wifi and ap network installation and configuration

Sr. Desktop\Field Service Engineer Aug 2010 – Nov 2015

Dimension Data Corp / Haskell International, Burbank, CA

Migration of 375 computers from Windows XP to Windows 7 Enterprise, Laptops and desktops

System administration Duties -server backups nightly, manage offsite backups.

Installation and configuration of Apple iPads and iMacs

Add and delete objects f rom OU in Active directory.

Create new users, delete old users, and Reset user passwords.

Accurately manage inventory of Lenovo Laptops and Desktop computers for end users and remote users

Use Service Now Software to support and manage incidents and issues reported by the End users and the off-site user's resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.

Maintained and monitored the server room, the wireless network and other server infrastructure.

Reimage end user computers.

Restored data, operating systems, files, documents and drivers.

Install and configure VPN for Remote users

VMware installations and troubleshooting –creating virtual machines and repair Laptops for remote users using TeamViewer, LogMeIn and other various remote software

Resolved virus and malware issues with a 100% success rate

University of Laverne Sept 2001 – June 2006

Sr. Desktop Support Tech Lead

Supervise 3 tech’s and 4 student technicians

Implemented procedures for Macs and Desktop, and laptop Migrations

Information to determine, recommend, and plan layout for type of computers and peripherals.

Migrate 2000 computers – and Windows 7 – Dell –Hp and IBM computers

Performed hardware, software and printer maintenance and network upgrades for the University of La Verne

Responsible for implementing and maintaining system images and configurations for 2000 Desktops and Laptops, while providing IT support, to include planning, software and hardware configuration to a staff of 2000 end-users on campus and remote end users

Establish security and tracking software for laptops on campus and off site

Provide level 3 support to the university’s helpdesk

Accurately log and close incident tickets thru Track it

Installation of Blackberry software and configuration of all Blackberry’s on site and off

Install and repair Hp Laser printers, imaging units, Fuser etc.

Resolved virus and malware issues with a 100% success rate.

Create images using ghost

Reimage laptops and Mac’s

Education – U.S. Citizen

U.S.M.C. –AA Computer Science Information Sciences from Marine Corp. off campus

High School Diploma- Judson High School

Comp-Tia M.C.S.E.

A+

Dell Certifications

Hp Certifications

Lenovo Certifications

Windows migration and deployment Certification 8, 10, 11

Windows Server 2012 Certification

Citrix Certification

Basic networking Skills

Lan-Wan 15+ years

TCIP - 15 + years

DNS - 15+ years

WIFI -10+ years

Skills & abilities

Microsoft Intune mobile deployments -3 years

Apple Business Mgt- 7 years

Knox mobile deployment – 3 years

Microsoft 0365- 7years

Microsoft Office Suite - 10+ years

Microsoft Azure – 3 years

Microsoft Autopilot- 3 years

Windows operating systems - 15 + years

Active Directory – 15 years

Vpn – 10+ years

Remote tools – 15 years

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