Help Desk Sql Server

Michael Lopez

***** ******** *****, ***** *

Lake Forest, CA 92630

Cell Phone: 949-***-****

Home Phone: 949-***-****

Email: ********@**********.***

Core Qualifications

Supported platforms:

Windows Servers (2008, 2012, 2016, 2019, 2022)

Windows Desktops (XP, Windows 7, Windows 10, Windows 11) Microsoft Office 2016/2019/365

IBM iSeries

Kronos

MS SQL Server

Cisco VOIP Phone Systems

Cisco AnyConnect VPN

Fortinet VPN

Sonicwall Routers & Mail Security Appliances.

Microsoft Exchange

VMWare

BofA Cashpro scanners and web interfaces

ServiceNow Help Desk applications

JIRA Help Desk applications

Adobe Creative Cloud

RingCentral/Zoom Meetings

Cisco APME/Jabber

Microsoft 365/Exchange 365

SCCM

Taske Desktop

Microsoft Teams

Windows Batch Scripting

Powershell/Visual Studio Code

Professional Experience

Windows Server

Added, moved & deleted users on Active Directory. Assigned users to groups. Added & removed computers from domains. Assigned file and folder rights to users and groups. Created and manipulated group policy objects to control use of such items as shared folders and windows client functionalities. Added and deployed shared printers through use of multi-platform drivers. Unlocked and reset AD user accounts. Microsoft Exchange/Outlook

In conjunction with Active Directory, created new users and assigned them to specific distribution and security groups. Created mailboxes for new users. Assigned users to access specific mailboxes and resources. Moved mailboxes off-site for deleted users to conserve server space. Assigned users to have the ability to use the Lync chat function. On the desktop level, configured Outlook clients to have access to user’s own mailbox and shared resource mailboxes.

Kronos

Created new users and deleted terminated users. Created genies, hyperfinds, and assigned them to the appropriate users. Created new clocks within Kronos iSeries "Green Screen" interface. Created Pay Period rules, daily rules, departments, schedules, and labor levels. Installed swipe clocks at client locations. Wrote and generated SQL queries through Aqua Data Studio, MS Access, SSRS, SSIS, Crystal Reports and ODBC to produce reports for branch staff and clients. Assisted in deploying a web-based version of the user interface software.

Microsoft Great Plains/SQL Server

Created new users. Assigned users to proper companies. Assigned security roles to users. Worked with Microsoft Great Plains support to troubleshoot payroll and accounting issues. Wrote and generated Transact-SQL queries through Aqua Data Studio, MS Access, SSRS, SSIS, Crystal Reports and ODBC to produce reports for managers, branch staff, field staff and clients. Ran pre-defined, vendor-provided SQL queries to repair payroll batch and patch installation errors. Cisco VOIP (Hosted)

Created extensions and command center accounts. Assigned users to hunt groups. Troubleshot issues, i.e. locked voice mail and phone assignment passwords. Contacted hosting company (Telekenex/NetFortris) to address complex issues outside of IT department’s scope. Created users on Call Manager, allowing users the ability to view and hear their voice mails on-line, as well as their calls. Occasional call blocking on that interface as well.

Cisco APME/Calabrio Interface

Created extensions, performed extension swaps and provisioned jobs as they related to the use of Cisco Finesse and Cisco Jabber. Used that interface to troubleshoot issues with calls not arriving and/or users not being able to make phone calls. Added users to the Calabrio interface, troubleshot issues involving missing recordings and/or screen captures. Escalated incidents to the VOIP team as necessary. VMWare

Created new VMs within VMWare server. Imported VMs from live machines using the VMWare standalone converter. Troubleshot individual VMs through using the VMWare view administrator and the vSphere client. Performed periodic refreshes and re-compositions of VMs. Increased and decreased desktop pool inventories as necessary.

SCCM Configuration Manager

Added users/computers to software packages and bundles. Used PowerShell ISE to obtain, utilize, and modify the connection script to determine computers that were being used by users in order to diagnose and expedite troubleshooting efforts. Use of Software Center to download and install applications. Shadowed users utilizing SCCM Configuration Manager Remote Control to understand and fix/correct issues. Microsoft 365

Assigned programs and licenses through the web interface. At times needed to reset passwords for users who were not able to log into Single Sign-on (SSO) based programs (Microsoft office 365, Adobe Acrobat Pro, Workday, Microsoft Power BI were examples.) Created mailboxes and assigned users to new and/or existing mailboxes through Microsoft 365.Used Exchange On-Premise to create distribution lists and assign users to them.

Sonicwall

Configured and deployed routers. Configured and troubleshot VPN tunnels between the central office and branches. Configured and troubleshot company's Mail Security appliance (Model 400.) Apple Business Manager/MobileIron (MDM – Mobile Device Management.) Added devices (iPhones, iPods, iPads) into Apple Business Manager/Mobile Iron interface – This was used to enable end users to receive/send emails from their devices. Troubleshot issues involving iPods/iPads/ iPhones, such as communications with internal wireless connections. Upgraded iPods/iPads/iPhones as necessary to improve compatibility with existing in-house applications. General

Performed large scale deployments of desktops and laptops using Clonezilla, Macrium, SCCM, Acronis and Dell ImageAssist. Implemented disk encryption software such as Sophos and Bitlocker. Troubleshot printing, scanning, software, operating system, and networking issues at desktop level. Addressed trouble tickets using Track-It!, Atlassian/JIRA and ServiceNow Software. Utilized other remote control software products such as VNC, TeamViewer, RDC and DameWare to troubleshoot remote desktop issues. Used Windows Batch Script and PowerShell scripts to troubleshoot desktop issues and also to automate software installations and modifications. Traveled to remote locations as necessary. Troubleshot voice and data cabling issues. Extended and terminated data and voice/fax cabling within offices. Extended DSL/T1/voice communications from MPOEs to the offices. Assisted in opening new offices and establishing communications. Occasional printer repair (HP), fax machine repair. Work History

IT Support Specialist

Glidewell Dental Laboratories

March 2022 - Current

Worked in a call center environment supporting 2000+ On-site and remote users.

Troubleshot and repaired software and operating system issues over the phone and/or MS Teams chat. Extensive use of screen sharing software (SCCM Configuration Manager Remote Control.)

Created and edited knowledge base articles.

Troubleshot Cisco extension issues, performed extension creations and extension swaps between physical and software phones.

Created and utilized PowerShell Scripts to help diagnose, troubleshoot and expedite repairs and tasks. IT Support Specialist

Smile Brands, Inc.

March 2016 – February 2022

Worked in a contractor capacity between March 2016 – November 2016.

Support and maintenance of over 4000+ end users spanning over 300 central and remote locations on a wide area network.

Deskside, travel, and phone support.

Office openings, office computer upgrades, computer repair/replacements and office closures.

Windows batch scripting to automate procedures (file copy, MSI program installation.)

Phone line/fax line repair.

Sr. Desktop Support Analyst

Kimco Staffing Services Corporate Office, Irvine, CA January 1998 – January 2016

Support and maintenance of up to 200+ end users spanning over 20 central and remote locations on a wide area network.

End user maintenance on Windows Active Directory and iSeries servers

Moves, changes, adds, deletes of users within AD and iSeries.

Deskside, travel, and phone support.

Query reporting (MS SQL)

Education / Training

ITT Technical Institute

Associates Degree in Electronics Engineering

California Contractors State License #1022038 (Inactive) C-7 Certification (Low Voltage Cable Installer)

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