It Support Analyst

**** ***** **. ******, ** *****

(***) *** – **** •***************@*****.***

ADRIAN MCMILLAN

OBJECTIVE

To obtain a position where I can cooperatively work with

others and utilize the required skills that are beneficial to your company's success.

SUMMARY OF QUALIFICATIONS

With over a decade of hands-on experience in PC and Mac support, I bring a wealth of technical knowledge to the table. My expertise extends to Linux OS, VB scripting, command line interface tools, Firewalls, Load Balancing, and Cisco router configuration. Additionally, I proudly served my country for 20 years in the Army and Army Reserves, retiring with honor.

WORK OF EXPERIENCE

07/2016 – Present Sporting News Charlotte, NC

Senior Desktop Support Analyst

●Managed a team of analysts to ensure business quality in the US and LATAM.

●Supported High-level company executives remotely and onsite.

●Serviced and reimaged both Windows and Mac computers on a domain.

●Configured and managed MDM policies for device enrollment.

●Vast.ai is a cloud computing platform that provides GPU cloud services for AI.

●Admin of Microsoft O365, Azure, Intune autopilot, JAMF, and SalesForce CRM.

●Experience with SQL, SSO, SAML 2.0, and TLS for secure email.

●Proficient with Service Now, Service Desk, and JIRA ticketing systems.

●Working knowledge of IP networking, Cisco switches, and router configuration.

●Implemented identity and access management (IAM) practices to enhance security

●Experienced with conference room virtual meeting equipment.

●Documented IT processes, configurations, and troubleshooting steps in a KB.

●Expert with asset management tool databases.

●Monitored SolarWinds portal for network equipment connectivity status.

●Configured desk phones using the Ziro portal and database.

●Familiar with using the Endpoint Central admin portal.

●Worked with SCCM for software application deployment.

●Experience with (GPO) Group policy objects for device management.

●Remote access tools: TeamViewer, Bomgar, VNC, RDP, Log me in, etc.

●Administered SharePoint database access and knowledgebase tools.

●Maintained a high level of customer satisfaction to support business needs.

09/15 – 07/2016 Archroma Charlotte, NC

IT Support Analyst

●Provided support for end-user computing devices to all employees and contingent workers in multiple offices

●Responds to incidents and requests within a ticketing system, providing a resolution

●Deploys and troubleshoots end-user computing devices, including laptops, desktops, printers, and wireless devices that are aligned with business strategies and directions

●Adheres to End User Computing processes, procedures, policies, and job aids

●Experience utilizing client remote control solutions

●Experience with Group policies, Windows domain networking, local area networking

●Experience with wireless technology such as iPhones, remote access software, wireless systems, and VPNs.

●Resolved request for mobile management in a Verizon mobility environment

●Install, configure, and troubleshoot Windows-based operating systems, Microsoft Office, and Internet browsers

●Experience with imaging machines

03/15 – 09/15 Microsoft Charlotte, NC

IT Critical Situations Manager

●The first line of troubleshooting for all Microsoft customers' critical situations

●Determine what type of engineer is needed for the customer

●Analyze customer situations to ensure SLAs are met on time

●Be the bridge between the customer and the engineer in case transfers

●Perform excellent customer service skills and documentation processes

●Multitask with multiple cases with different issues and engineers assigned

●Inform company executives of the status of issues being analyzed

●Perform remote access to view issues and document error logs

●Pinpoint errors in data logs to give engineers a starting point

07/14 – 02/15 Ametek at Controls Southeast Pineville, NC

IT - Desktop and Network Support Analyst

• Supported all Manufacturing sales and Engineers with technical issues

• Assisted pipe-building engineers with drawing technical configurations

• Installed and configured AutoCAD (Inventor) applications

• Supported all Microsoft applications: Microsoft Office, Server 2012, Citrix

• Administered telephony PBX configurations on VoIP telephone service

• Performed additions and deletions in Active Directory: Users and Computers

• Setup MS Exchange accounts for email access to Outlook and MS 365

• Supported Virtual Servers and desktops

• Performed password resets in Active Directory and setup voicemail services

• Upgraded computers from Windows XP to Windows 7

• Work with shop and maintenance workers using RF scanners

• Installed access points for local mobile radios to communicate in the shop area

01/13 – 12/14 Carolinas Healthcare System Charlotte, NC

IT – Desktop Support Analyst

●Re-imaging C.H.S. PCs from Windows XP to Windows 7

●Perform system backups using Windows 7 Easy Transfer application

●Installed and configured multiple medical software applications.

●Backed up and configured missing Outlook.pst files.

●Perform mass software application packaging installations.

●Mapped virtual drives on users ’PCs.

●Added and Deleted users and PCs from the network domain.

●Setup MS Exchange accounts in Exchange 2010 & 2013

09/13 – 09/14 Oldcastle Materials Group - Charlotte, NC

IT – Network Support/Helpdesk

• Supported network connectivity for hundreds of different areas

• Provided network support for wired and wireless networks.

• Assisted with data and software stored on the Cloud.

• Perform administrative duties using Microsoft Server 2008r2

• Configured and setup Vlans in a Cisco environment

• Setup Microsoft Exchange accounts

• Supported all Lenox, Unix, and Microsoft operating systems

• Supported Microsoft Citrix-based applications

• Supported all DNS, DHCP, Firewalls, and Firewall related issues

03/2012 -09/2012 Pike Energy Solutions Charlotte, NC

IT - Desktop Support Analyst/ Helpdesk

•Provided support for users running MS Windows Office tools.

•Imaging & Re-imaging by running automated scripts.

•Perform drive mappings for local and virtual users.

•Installed and configured Barracuda Firewall filters.

•Knowledge of GroupWise to schedule reoccurring notifications and functions.

• Installed and configured Active Directory 2003 and 2008 and MS Exchange.

• Troubleshoot computers using engineering software applications (AutoCAD)

• Perform mass application software packaging installations

• Performed setting configurations for Apple iPads, iPhones, Droids

03/2011 - 04/2012 Lowes Mooresville, NC

IT Network Support Analyst

●Provided level 1 network support for Stores, Distribution centers

●Supported PCs and Network terminals used in the POS environment

●Perform application software packaging installations using Admin-

Studio software.

●Knowledge of NAS server configuration

●Deployed software applications using MS App-V to users over VPN

05/2007- 01/2011 Consolidated Metco Colorado Springs, CO

Network Administrator

●Provided level 2 technical support for networked computers, Active directory, and Firewall configuration.

●Perform network troubleshooting techniques for systems using Windows XP, OS 7, Outlook, and MS Office.

●Perform system backups using Symantec Backup Exec.

●Knowledge of systems administrations in a Windows Network Environment MS Server 2000/2003/2008.

●Knowledge of TCP/IP, iSCSI, NFS, RDP, HTTP, HTTPS, IMAP, POP3, SMTP protocols, and deleting Firewalls.

●Supported various applications such as IE, Timberline, Citrix, and VMware.

●Troubleshoots all network printers and other peripherals.

01/1996 - 05/2007 Sykes Technical Systems Waco, TX

Helpdesk Support Specialist Supervisor

• Provided computer technical support for Apple/Macintosh systems

in a call center as a helpdesk supervisor for over 50 technicians.

• Resolved both hardware and software technical issues.

• Help interview and train entry-level technicians.

EDUCATION

08/1999 - 05/2002 U.N.C. Charlotte (bachelor’s degree in computer science) Charlotte, NC

01/2012 - 2015 DeVry University (Masters in Degree Network Communications Mgmt.) Charlotte, NC

Certifications: A+ PLUS, NET +, CNA, and Currently enrolled in Salesforce certification.

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