It Support Services

STEVEN RASHKOW

**** ******* **** ***** ** Mobile: 215-***-****

Palm Bay Florida 32907 ********@*****.***

Experienced results-oriented Microsoft Certified professional with diverse Information Technology expertise. Possess a professional work ethic, strong attention to detail, and the ability to produce top-quality results in a deadline-driven environment.

TECHNICAL EXPERTISE

SCCM 2012, 2016

Executive Desktop Support and Customer Support

Office 365/ Teams/Outlook

Win7, 10, 11 installation and configuration using USMT, USB key and PXE Boot

Microsoft Windows Server 2008, 2012 installation and configuration

DNS, DHCP, Routing, Remote Access, TCP/IP, and troubleshooting network connectivity.

Windows 2008, 2012 Directory Services Infrastructure

RAM, Hard drives, Basic Network security, Norton, McAfee, Spyware, ServiceNow Ticketing, Microsoft Office 2010 through 365

iPhone/iPad install, setup, and diagnostic experience.

Active Directory

Connect Wise

Backup devices- OneDrive, Google drive and Acronis

EMPLOYMENT HISTORY

Merck Pharmaceutical. May 2022-February 2025

West Point, Pennsylvania. Level 2 Deskside Tech

Daily responsibilities working in the walkup center where employees bring their,

We work in an area like the Genius Bar at Apple, where users come to us.

Laptop and desktop computer setup for new hires or if they fail and need to be replaced

Resolve issues or answer questions for setup of iPhones and iPads.

The issues ranged from reimaging laptops, software/hardware installs/issues, laptop battery/keyboard replacements, memory upgrades, password resets, account lockouts, driver installs, and network printing issues.

On the first day, take care of new hires and interns, setting them up with laptops and peripherals needed for their jobs.

Diagnosed hardware issues repaired, if possible, if not replaced

Active Directory for password resets, account unlocks and finding usernames.

Help with software installation, repair, and questions as needed.

Conducted monthly inventory of laptops.

Laptop imaging with Win11 for the site of 10k users and replacement of 2,000 laptops with Win11

Office 365 support

Adaptimmune Bio-Therapeutical November 2021-April 2022

Philadelphia, PA Level 2 Helpdesk

Daily Responsibilities:

assigning tickets,

Set local printers for home users, assigning local network printers.

Pushing software through SCCM, resetting passwords, and resolving issues with Teams, Zoom, and VPN.

Working with Bitlocker, making changes in Active Directory, working with Outlook, and Microsoft Defender.

Worked with the Net user, created Distribution Lists, and took care of giving folder access in AD. Imaged laptops for new hires and shipped them to remote users when needed.

I also worked with Connect-wise (Automate), a great tool that lets you check a PC's status, remote into it, and push software to it.

Iovance BIO-Therapeutical June 2021-November 2021

Philadelphia, PA. Level 2 Desk-side Support

Daily Responsibilities:

Assigning tickets

Set local printers for home users, assigning local network printers.

Pushing software through SCCM, resetting passwords, and resolving issues with Teams, Zoom, and VPN.

Working with Bitlocker, making changes in Active Directory, working with Outlook, and Microsoft Defender.

Worked with the Net user, created Distribution Lists, and took care of giving folder access in AD. Imaged laptops for new hires and shipped them to remote users when needed.

I also worked with Connect-wise (Automate), a great tool that lets you check a PC's status, remote into it, and push software to it.

Temple University Health Systems (Jeanes Hospital) NOV. 2020—May 28th 2021

Philadelphia, PA Level 2 Desk-side Tech

Daily responsibilities:

are hardware and software support, setting up new PCs for users.

Fully supported the WOW carts (Workstation on Wheels) mobile carts with PCs for the nurses while caring for the patients.

Adding printers, hardware, and software changes and repairs.

Password changes in an active directory for forgotten passwords or unlocking accounts when needed.

Setting up new iPads and updating software on ones currently used. Set up printers throughout the hospital.

Bank of America Service Desk APRIL 2020-NOV.2020

Hopewell, New Jersey Call agent/Supervisor

My daily responsibilities are:

to work the phones when needed to help support Bank of America end users around the globe.

Issues range from password and bitlocker key resets, remapping drives on their shared network drives and printers, and accessing software. Some of the software works with Avaya/OneX, which is nice. I have worked with Duo, AD Outlook and Exchange, VPN, and Service now.

When not on the phone, I supervise fifteen contractors under me at the service desk.

In my supervisory role, I run daily reports to check on the contractors under me. These reports range from time adherence to tickets created for each call, including how many were resolved on the first try and how many were escalated to level 2.

Answering questions from the contractors when they have issues with calls, payroll hours, and time off.

Philadelphia VA Regional Office FEB.2016-FEB.2020

Philadelphia, PA Vulnerability Remediation Specialist

My daily responsibilities include various reporting records for vulnerabilities for 8 VA sites nationwide, totaling 8,000- 8,500 laptops and desktops.

Asset Management

Active Directory (AD)

Continuous Accountability and Validation Test (CAVT)

Systems Center Configuration Manager (SCCM)

Encryption

Working with Unapproved and Prohibited Software

Information Central Analytics and Metric Platform (ICAMP)

PC imaging

End-user Support Customer Support

Installs, Moves and Changes (IMACS)

The reports I cover include McAfee Dat files, software compliance, and Symantec Endpoint Encryption. I receive daily reports for the Antivirus, and when it shows machines that are out of date, I have to remote into them when they are logged into and run the McAfee console that updates the Dat files, providing the machine to be on long enough for the server to run a scan of machines on the network and update the ones that need it. There are also times when they were flagged with Malware or viruses, and depending on the ISO,

I will have to either run a scan and check the log afterward and remove the virus/malware or if it is considered severe enough, I will have to wipe the image and put it on a fresh load. For the encryption, I receive daily messages that let me know when a machine’s encryption has broken or gotten corrupted, and then it needs to be fixed or reinstalled. If it is found to have the wrong version or an outdated one (not logged in a while and needs to log in and update.

With software compliance, I receive a monthly report that tells me which software on which machine needs to be updated to a newer version to bring it back to baseline. Otherwise, it may become unapproved; therefore, it has to be removed or approved by the Network Admin to remain in place.

It also lets me know if any unsupported or unauthorized software is on the PC, and then I uninstall it.

I also reimaged when needed, when a project came up, or when I had time from my project when it was done for the month.

When a PC is found to have the wrong version of SCCM, I update it so it can receive updates and patches. I check all the software scans to verify that they are current, and if not, I run the software update.

I manage PBC folders that pertain to my project, which are seven monthly folders. I am also learning the other 13-14 folders that cover other data, like sign-in sheets for the network closets and inventory.

In my earlier years with IBM, I was in the server team that worked on the servers and tape libraries at the Philly Regional Office.

I also verified that all the machines have the current Microsoft Security Patches monthly against the scan I sent.

Burlington Coat Factory JULY 2015-DEC. 2015

EDGEWATER PARK, NJ SUPPORT PERSON

Daily responsibilities:

supporting onsite techs while doing maintenance on various POS equipment for

over 500 stores around the county.

When not supporting techs, I also schedule stores for a pre-tech visit to

handle incidents where equipment needs to be replaced.

troubleshoot with Managers to close trouble tickets involving handheld scanners, zebra printers, and PCs by logging them back online and logging into them to troubleshoot.

Teva Pharmaceuticals JULY 2014-NOV. 2014

North Wales, PA WINDOWS 7 MIGRATION

Worked on a team of 4 technicians doing a companywide (in the US) migration from XP to Win 7 of approx. 6000 machines.

The main tools used for migrations were USMT and Robocopy. Responsibilities included gathering machines from users, moving data, and conducting final Q&As before machines were deployed back to the end-users.

Helped the floor support team.

Used Dameware to connect to remote PCs.

Cigna Home Pharmacy Sales DEC. 2013- JULY 2014

Horsham, PA LEVEL 2 DESK-SIDE

Was responsible for:

Hardware and software support, remote support of remote and onsite users,

Onsite and desk-side support.

Rebuilt laptops and desktops as needed and managed IMACs.

Covered tape backups daily.

Covered the servers for HDD replacement and other work.

Tools used included SCCM, HP Asset Manager, Norton Anti-Virus, Office 2010, Windows 7, and HP Service Manager.

Genesis HealthCare FEB 2013-DEC 2013

Philadelphia, PA DESK-SIDE SUPPORT

Covered 10-15 nursing homes and rehab centers.

Supported both hardware and software for desktops, laptops, and printers.

Software support included XP, Windows 7, Office 2003 & 2010, and business-specific software.

Hardware comprises mostly drive replacement and reimages, parts, and software diagnosing and replacement if needed.

Replaced Office 2003 with Office 2010. Most of the work was done remotely using Dameware or the network to resolve the issues.

SwainTechs AUG.2012-JAN. 2013

Horsham, PA Level 2/3 Support

Supported SwainTechs’ 60-75 clients totaling 2500-3000 employees for hosting servers, email hosting, Exchange, software, hardware support, network, local printers, and scanners.

Ordered new equipment and setup.

Products supported include Windows XP and 7, Office 2007 & 2010, Symantec, Adobe, SCCM, Exchange,

Outlook, Rackspace (email hosting), ConnectWise (ticketing system) and Active Directory. Technologies used: VNC, Team Viewer, Labtech, GoToAssist, and remote desktop to connect remotely. Completed migrations from WinXP to Win7 on multiple machines at one time.

Independence Blue Cross FEB. 2012-AUG.2012

Philadelphia, PA LEVEL 2 DESKSIDE SUPPORT

Part of a team of 10 desk-side techs responsible for 3000 people locally and remotely.

I covered a site in New Jersey. I managed the phones all day, supporting end-users with various software issues within Windows XP and 7, Office 2k7,

I was also the site BES administrator. I was responsible for ordering, setting up, activating, and troubleshooting Blackberrys, iPhones, and iPads.

The applications I worked with were Norton’s Endpoint and Antivirus, SMS, SCCM, and other applications specific to their business.

We use Remote Desktop Connection and VNC to access users' PCs remotely. We also use HPSM as our ticketing system.

I worked with Level One and end-users as they called in with tickets, trying to solve issues and then warm-transferring calls from Level 1 to Level 2 and up to Level 3 when needed.

I also did migrations from WinXP to Win7 on multiple machines simultaneously.

GENERAL ELECTRIC SEPT.2011-FEB.2012

Trevose, PA LEVEL 2/3 DESKSIDE/IMACS

Responsible for 750-900 onsite software support and some local remote users.

I dealt with all aspects of software issues, from Windows 7 to Outlook 2010, wireless issues to Citrix, and working with RDP and VNC.

I also managed IMACs, performed reimages, set up new PCs, performed backups and data transfers, picked up surplus equipment when the lease was up, and sent it back to the warehouse.

Supported Outlook 2010, setting up emails and fixing any issues. Set up new employees in the Active Directory to access proper accounts and passwords. I have also done migrations from WinXP to Win7 on multiple machines simultaneously.

TD BANK FEB.2011-AUG. 2011

Mt. Laurel, NJ LEVEL 3 SUPPORT

Supplied support for a rollout project for TD Bank, giving phone support for converting bank branches to TD name and software.

Encore is the leading software that I support. I worked with INI files, sending them over the network to the branch servers for bank software. This software allows the tellers' workstations to work with scanners we installed onsite at the branch.

I also create spreadsheets to keep track of the nightly work and issues that come up and are resolved. I also submitted change controls as needed to get authorization from top management to make any software changes during the project.

IBM 1998-2010

Philadelphia, PA Systems Service Representative

On-Site Customer Support 2007-2010

On-site tech for various IBM customers in the Philadelphia area and suburbs, managing hardware issues for AS400 midrange servers, tape libraries, DASD, and tape/disk storage systems. The customers I covered were Blue Cross of Phila., Pep Boys, Red Cross, Rohm, Haas (Dow Chemical), SunGard (server farm), and Children’s Hosp. of Phila. To name a few. Also assisted techs in other territories when and if needed.

Supported the Executive Deskside. While doing deskside work, I managed diagnosing, troubleshooting, and resolving issues dealing with Microsoft Windows (primarily XP), some Windows 7, Office 2k3 and 2k7, Lotus Notes, Norton’s AV, and Active Directory. With Active Directory, passwords were mainly used, accounts were set up and deleted, and users were given rights and permissions to various apps and servers. I also set up and worked on area techs like Blackberry and iPhone. I was also part of the deployment team for WINDOWS7 for the region. I oversaw setting up and migrating data from XP and then went on to support Windows 7 for the area.

Performed level 3 desk-side support for end users, including site executives. Tickets included Blackberry support, hardware issues that required ordering parts and replacement (cards, systems boards, and drives), software support on XP, Office, Outlook and Norton’s Anti-Virus, SCCM, and company-specific applications.

I was responsible for IMACs, printer and network connectivity, and system rebuilds and reimaging. At Toyota, I was also responsible for maintaining on-site servers.

Accountable for 600 users, including all executives for Ace Insurance. Issues ranged from software (Office, specifically Outlook, XP, Attachmate, Citrix, and Snag-it) to hardware (IMACs, jack activations, and other Network and Printer Connectivity issues). System reimages, using SCCM to bring down needed apps. Onsite migrations from WIN2K to XP for 600 users at about 15 to 20 at a time.

Provided Blackberry Support and configurations, emails, and system rebuilds and reimaging. I also deal with network drop setups with the switch.

Provided quality support for all hardware and software for 1,000 to 3,000 J&J users. Provided project work and filled it in for other techs. Worked with Windows and Office issues. Diagnosing errors, reimaging machines, and using SCCM to bring down apps onto PCs.

Created, updated, and closed tickets received through Remedy Software and Manage Now applications. Reported issues included Blackberry support and upgrades, configured and troubleshot hardware, and Windows and Office issues.

Assisted other client technical teams and enabled them to meet work order deadlines.

Large site migrations for users from Windows 2k to Windows XP; depending on the site, the migrations ranged from a couple hundred to a few thousand.

Team Lead and Server Technician with six technicians working on a conversion involving 500 Fleet/Summit Bank branches that replaced and set up teller station equipment (terminals and receipt printers) and Customer Service Station PCs.

Set up servers for multiple bank networks and ensured proper functionality while working with current servers, enabling both to merge all data.

Upgraded PCs, relocated PCs, repaired, and installed switches and hubs while leading a team of up to 10 technicians. Configured servers, routers, switches, and hubs to ensure the server was accessible from on-site and remote locations.

Managed IBM contracts with Gateway, Dell, Sears, HP, and other companies that provided in-home support. Work consisted of installing computers and accessories and ensuring systems were functioning correctly.

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Diagnosed replacement hardware and recommended part replacements.

IBM, Mt. Laurel, NJ:

IBM Desktop, Laptop, and Infinity Server Training 2000

Compaq Server Certification 2001

Dell Laptop and Desktop Certification 2001

AS 400 MIDRANGE 2008

3590 and 3584 Tape Storage 2008

Fast T DASD Disk storage 2008

CERTIFICATIONS

MCP (Microsoft Certified Professional) Windows XP Pro test 2006

MCDST (MICROSOFT DESKSIDE CERTIFICATION) 2006

NETPLUS CERTIFICATION 2005

SERVERPLUS CERTIFICATION 2005

MCP (Microsoft Certified Professional) Windows 2000 server and pro- 2002

CCNA (Cisco Certified Network Administrator) 2002

A+ CERTIFICATION 1999

AWARDS

IBM Means Service Award for excellent job performance.

Received Manager’s Award on ten separate occasions.

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