Information Technology Help Desk
Resume:
Pierre Calixte
Pioneer in Information Technology
West Palm Beach, FL 33417
********@*****.***
Information Technology Professional with a very diverse skill-set. Strong critical thinker that remains up to date with emerging technologies. Proficient at performing systems improvements and delivering projects on time, on budget and per organizational policy. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
IT Administrator
KP Funding Corporation-Lantana, FL
December 2021 to Jan 2025
• Oversee IT operations
• Manage and maintain network operations and IT procedures
• Setup, manage and maintain telephone Ring Central Phone system
• Create and update company website using WIX
• Provide escalated Help Desk Support
• Participate in Digital Marketing and SEO Administration NOC/Desktop Support
NextEra Energy/CompuCom @ FPL Distribution Command Center September 2020 to November 2021
· Oversee all Local IT operation at FPL Distribution Command Center
· Patching Windows servers 2012 R2 and 2016
· FPL IT Operations Admin for FPLDCC
· Respond to Elevated IT/OPS tickets using Remedy, Zendesk, Service Now, Ticket management systems.
· Perform any Help Desk related task for the local FPLDCC
· Installing/uninstalling software and Troubleshooting hardware, software, and network issues
· Upgrading new software and new hardware
· Responsible for upgrading laptops and desktops from windows 7 to windows 10
· Upgrading Window 7 workstations to Windows 10
· Active directory administration: Password resetted, user accounts edited, updated
· Managed Active directory GPO’s, created group policies and was the point of contact for any Helpdesk issues.
Technical Support Engineer / Desktop Engineer
Citrix Systems (Fort Lauderdale)
September 2018 to September 2020
· Global support for Citrix XenApp, XenDesktop, Virtual Apps and Desktops, Citrix Receiver, Citrix Scout, Citrix Director, Citrix Studio, Citrix Workspace and Citrix StoreFront.
· Support for Citrix infrastructure components such as Delivery Controllers, VDA’s
(Virtual Desktop Agents), XenServers, StoreFront Servers, Citrix License servers, Citrix NetScaler Gateways and Citrix Sharefile.
· Creation and management of virtual test lab environments using SCALR CMP and Azure Cloud Management Platforms.
· Utilization of the Salesforce Lighting CRM platform as a ticketing CRM tool and a Knowledge base portal.
· Supported Active Directory and other Microsoft Windows components that corresponds to Citrix Components such as the Group Policy Editor, AD users and groups, DNS, IIS, Local Machine Policies, and user profiles.
· Utilized Citrix GoToMeeting to Collaborate meetings and to remotely support clients.
· Utilized Genesys telecommunications Platform with Salesforce to manage inbound/outbound calls and to make transfers or collaborate multisession calls with clients and internal Citrix Engineers.
· Responsible for upgrading laptops and desktops from windows 7 to windows 10
· Upgrading new software and new hardware
· Experience managing directory sync into Azure AD
· Worked with ticketing system
Network Services Engineer/Desktop Support
Cisco Systems via (UTC Center for Intelligent Buildings)-(Contract) March 2018 to September 2018
· Supporting Cisco 3850 Switches, Cisco Wireless AP’s, Cisco 8851 and 7811 IP Phones.
· Utilized Cisco Unified Communications Manager and Cisco Unity to provision IP phones and setup Voicemail services.
· Utilized IPAM IP manager to Manage and assign IP Addresses to devices for the site
· Utilized SecureCRT and Putty as Terminal Emulators to log into Cisco IOS to run commands for troubleshooting and patching devices
· Created tickets in Cisco Managed Services ticketing system
· Upgrading 700 Window 7 workstations to Windows 10
· Deployed new Pc
· Active directory administration: Password resetted, user accounts edited, updated
· Administering Microsoft Exchange
Avanced Technician
ABBTECH Professional Resources-Tinker AFB, OK
February 2018 to March 2018
· Upgrading 700 Window 7 workstations to Windows 10
· Migrating user data
· Imaging machines using proprietary Dell software
· Restoring user data using a scripts created by Dell developers
· Active directory administration: Password resetted, user accounts edited, updated
· Managed Active directory GPO’s, created group policies and was the point of contact for any Helpdesk issues.
· Deployment and configuration of Microsoft Windows Server
• Experience with all facets of LAN/WAN implementation Network Technician (3RD Shift)
US Info Comm/PetSmart-(Contract)
January 2018 to February 2018
· Managed project to convert 280 retail stores from older Cisco 2811 routers and Cisco 3560 switches to the new 4000 series routers with Cisco 3650 network switches and checking LAN/ WAN
· Troubleshot T1, Broadband and LTE connections by validating connectivity
· Cross-referenced network diagram to validate network connectivity for all workstations, phones, registers
· Oversaw data migration from physical server on to a virtual machine residing on a UCS Server Blade
· Remotely managed the field activity for up to 5 installs and night with each taking 5 hours
· Collaborated with techs to patch in appropriate cables from 3560 switches to 3650 switches
· Monitored continuous network pings of various host machines and servers to adhere to SLAs and using in-house ticketing system
System Engineer
Veterans Affairs/ VA Medical Center-(South East Region) February 2016 to October 2017
· Utilization of Security Incident and Event Management (SIEM) Systems Such as SolarWinds, NEWT and Splunk and LogRhythm for log management, network and endpoint monitoring
· Utilized Wireshark, NEWT, and various program within Kali Linux for Vulnerability Patching and penetration testing
· Applied security principles, policy and regulations using RiskManager and other VA applications
· Monitored Redhat and CentOS using Nagios in a Client/Server environment
· Managing the enterprise virtualization environment VMware VSphere environment,including troubleshooting, performance monitoring and optimization.
· Provided Cyber Security document management and security and privacy rules in compliance with HIPPA
· Administering Microsoft Exchange 2010 and 2016 Managing Server/Client (Outlook)
· Searching, monitoring, and analyzing machine-generated data using SolarWinds, NEWT and Splunk.
· Monitors 18 auditable events across the VA Nationally, this includes Windows Server 2003/2008 R2/2012 and UNIX/Linux servers, switches, servers and routers using SolarWinds, NEWT and Splunk.
· Analyze IT Security Controls and Monitor Network Systems for vulnerability using Nessus and WASA Security Scanner.
· Applying information security standards and frameworks from the NIST cybersecurity framework
· Running queries using SQL Server for weekly reports
· Assure IT & Telecommunication Systems Follow Federal Compliancy regulations for Quarterly IT Audits to ensure information security requirements are being met.
· Assure compliancy to HIPPA and SOX are being met for information technology utilization
· Review Memorandums of Understanding (MOUs)/Information Security Agreements
(ISAs) to ensure they are updated and accurate, and communicate with external VA business partners if necessary, ensure all change management activities to support the system are properly tracked and processed.
· Ensure the annual review of authorized systems and applications, along with required documents, are updated, patches are applied, and additional vulnerabilities are remediated in a timely manner Support Engineer
Sprint
January 2015 to February 2016
Tele Performance
· Supporting Cloud Based Architectures such as Microsoft Azure, Office 365, and Exchange Online products
· Assisting in the migration from an On-Premise Exchange Server Environment to the Office 365 Environment Cloud Environments using Active Directory Migration to the Microsoft Azure environment
· On-premises deployment of Exchange and Lync/Skype to the Microsoft Office 365 cloud including upgrading Lync to Skype for Business
· Created custom scripts using PowerShell Commanlets to expedite migration to Office 365 Azure Environment.
· Provided Help desk support for Microsoft Server issues using MS Server 2003/2008/2012
· Using DirSync and MIIS to synchronize data from on-premise Exchange to Office 365
· Proving support with Windows PowerShell to automate task in Exchange Online
· Respond to requests for assistance from client or staff end-users, or other support staff working for clients or vendors.
· Support and respond to service outages or other incidents.
· Responsible for a staff of 8 and supporting 250 users in 3 remote sites.
· Increased network efficiency by 15% by re-configuring routers between sites, IP Sec LAN-to-LAN VPN tunnels
· Perform root cause analysis and problem resolution. Troubleshooting and debugging of connectivity issues utilizing all layers in the OSI model.
· Deployment and configuration of Microsoft Windows Server 2003, 2008, 2012, 2016,
& failover clustering
· Deployed Unix, Linux/Windows servers, vSphere Virtualization Infrastructures, SAN management, and log analysis
· Performed Backup task with Veeam Backup & Replication
· Deployment and configuration of VMware Vsphere and Virtual Center, Utilization of data visualization products such as Tableau and Splunk and Visio for Business Intelligence
Technical Advisor
Apple Care via Kelly Services (3rd Shift)
June 2014 to June 2015
· Providing technical support for Apple Mobile devices using iOS 5x and Higher, this includes iPhones, iPads, and iPod touches.
· Supporting Mac OS X and Maverick specifically pertaining to desktop issues, Apps, iTunes and connective to mobile devices
· Providing customer service for Apple customers and assisting with Warranty Coverage Plans, Repair, Shipping and Apple Care solutions Systems Support
SAVEOLOGY
January 2012 to January 2015
· Migration of approximately 40 Windows XP desktops to Windows 7/8, Designed infrastructure for the entire organization which included setup of Active Directory users, shares and mappings of resources for users.
· Deployment and configuration of Cisco 1400 Switches using VLANS and VPN.
· Wiring/Installation of cables and network devices for all four locations Installation/Setup and configuration of Windows Server 2008 R2
· Managed financial aspects of the IT Department, including purchasing, budgeting, and budget review
· Utilized IBM MQ to facilitate the exchanges of information and offers a single messaging solution for cloud, mobile, Internet of Things (IoT) and on-premises environments
· Negotiated and administered vendor, outsourcer, and consultant contracts and service agreements
· Oversaw provision of end-user services, including help desk and technical support services
· Provided proactive analysis of key metrics, project milestones, and departmental priorities
· Recommended, engineered and managed office systems, including centralized productivity and communication systems such as e-mail and centralized desktop environments
· Worked effectively with various stakeholders (executives, department heads, end users, vendors, or consultants) to define business and systems requirements
· Managed Active directory GPO’s, created group policies and was the point of contact for any Helpdesk issues.
· Installed applications such as TaxWise and Drake Tax software and integrated the application with the network for user sharing.
· IIS Administration for internal web servers
· Patching and updating for Windows Servers 2000 / 2003 / 2008 / 2012 R2
· Responsible for systems management via System Center Configuration Manager
(SCOM), IIS, SQL and various 3rd party applications.
· Participated in monitoring and evaluating the performance of server systems and make recommendations for improvements/upgrades
· The Cisco TelePresence MCUs and Media blades support the following codecs for both H.323 and SIP
· Deploying and configuration of SANs NFS, iSCSI, & Raid sets (Tintri, SolidFire, NetApp)
· Managed and monitored Windows Server and AIX Linux Systems.
· Recommended and acquired equipment replacements and upgrades; maintain an inventory of all network devices.
· Deployed redundant virtualized environments and management of storage area networks (SAN)
· Responsible for overall support of the Windows systems and network infrastructures of the Headquarters and hosting environments
· Executed & coordinated on-call escalations for 24x7x365 infrastructure & hosted environments
· Performed daily operational network & system infrastructure checks and balances for Production environments using Solar Winds and Nessus
Senior IT Support Engineer
UTC Fire and Security/ GE Security
October 2008 to December 2012
· Recommended and acquired equipment replacements and upgrades; maintain an inventory of all network devices.
· Deployed redundant virtualized environments and management of storage area networks (SAN)
· Performed application deployments through the DEV/ TEST/ PROD Process
· Drafted and maintain LAN/WAN documentation and processes.
· Introduced and integrated new technologies into existing data center environments and perform routine audits of systems and software; and troubleshoot any reported problems. Racking servers, running and patching cables (copper & fiber), power cables, and testing fiber SAN interfaces.
· Provided support for Access Control and Video Surveillance systems such as Facility Commander and Secure Perfect.
· Supported client/server communications between systems via various remote-control applications
· Supported and install Windows Server 2003, 2008 including SQL server
· Supported, installed and configured Virtualization using VMware, Hyper V, ESX and Virtual Center
· Created custom VBS/SQL scripts to automate system tasks
· Performed application deployments through the DEV/ TEST/ PROD Process
· Drafted and maintain LAN/WAN documentation and processes.
· Introduced and integrated new technologies into existing data center environments and perform routine audits of systems and software; and troubleshoot any reported problems. Racking servers, running and patching cables (copper & fiber), power cables, and testing fiber SAN interfaces. Senior Service Desk
Stefanini IT Outsourcing Solutions
April 2007 to September 2008
· Provided Support for major client Gerdau Ameristeel which has over 70 locations in the US, 10 in Canada, 20 in Brazil and a few in London
· Supported all IT based functions from basic end user lock outs and password resets to Troubleshooting Windows Terminal users Via Citrix Metaframe.
· Knowledge of ITIL and Business Continuity processes.
· Managed Service Tickets with Unicenter ver11.2 which is a CA (Computer Associates) based application for managing trouble tickets, Performed full migration of tickets from Unicenter ver6.0 to 11.2
· Supported SAP Portal and SAP/R3 users, resetting and unlocking users from Oracle based programs such as OE, FABG, Lawson, and MAXIMO, Cyborg and Quad.
· Opened trouble tickets for about 200 emails a day and an average of 20 incoming calls.
· Used Active Roles which is a version of Active Directory to manage user account and Create Logon scripts for new users and move users from OU to OU for the outside sales reps.
· Utilized VNC and LANDesk 8.7 to remotely support users.
· Supported users with all OS platforms such as Windows, Linux, MAC, and Mainframe based OS's.
· Provided administrative support for the local Win 2003 server and monitored the Cisco NetScreen router which had a companywide mapping of all Severs and routers and reported to the senior techs if issue arises.
· Responsible for the Avaya IP office VOIP System and Local switches and routers and would be the interface to communicated with T1 and Telecom Carriers. And Help Desk Coordinator
Data Warehouse Corp
June 2004 to April 2007
· Handled extensive monitoring and troubleshooting Wireless/LAN/WAN networks
· Handled Remote Administration via VNC, Terminal Services, and VPN, using in-house ticketing system for service follow-ups, use of IRC to communicate with different department to forward alerts
· Checked Access List in Cisco Pix Firewall, Monitoring Video Surveillance Devices, and Monitoring Tape/remote Daily Backups
· Handled Remote/Local Monitoring of DOS OS systems, Windows 3.1, Windows Cable Technician/Network Technician
Integrated Telecom Solutions
March 2002 to June 2004
· Ran CAT5&6 cables in various establishments, dropping down and terminating RJ45 heads.
· Set up Fiber Lines for Phone systems.
· Installed Patch panel server boxes and Cable management
· Responded to Network crisis and provide technical support for multiple Value-Added Reseller clients within a wide variety of environments, set up, troubleshoot and maintain desktops and laptops.
· Supported and resolved hardware and software malfunctions.
· Knowledge of firewall technologies with emphasis on Cisco 500 series firewall Setup, upgrade and maintain networking hardware such as hubs, switches and Cisco routers.
· Experience with all facets of LAN/WAN implementation, maintenance and remote network technologies.Perform internal network security audit to maintain a secure network environment
· Tested software product features and functionality before rollout in production Deploy and Migrate from Win/NT, Win/2000 to Win/2003 STD & WIN/2003SBS.Microsoft and Symantec anti-virus patch management and updates.
· Design Active directory structure and group policies for the enterprise. Research and evaluate emerging technologies, and provide recommendations to senior management Customer Service Representative
UPS Call Center/US Census
January 1997 to December 2002
· Handled shipment and order tracking for UPS, Data Entry Using Excel, Access, and Shippers Plus, building report with customer to resolve shipment issues Tracking packages using UPS Web base Apps and Forwarding information to UPS drivers accordingly
· Data entry into AS/400 mainframes, creating spreadsheets using Excel to maintain Customer list and specifications
· Worked 3rd shift for Correl Inc. and provided Technical support for their Office applications and Linux based programs.
· Participated in census 2000 I was one of the top reps because of my ability to gather the most information from residents and follow up accordingly.
· Promoted to CSR for UPS Logistics Freight Group, I helped customers with overweight shipments and freight. Help track packages and assisted customers in determining dimension of freight ordering of necessary shipping accessories.
95/98/Me, Windows NT/2003/XP/Vista, Linux, Unix Super Computer Environments and AS/400 Mainframes
· Handled full companywide End-user support, Using Terminal Services and Telnet Networking tool to connect remotely and provide remote administration services.
· Monitoring of environment through Data Center Application such as HP Openview, Wireshark, Solarwind.
· Handled Data Backups using VERITAS software, Remote site support, Windows Linux Red hat, SUSE
Fedora Linux Administration and Maintenance,
Creating Basic shell scripts
· Racking Patch Panels and Blade servers, running and patching cables (copper & fiber), Data and power cables, and testing fiber cables.
· Handled Active Directory administration, creating/removing User accounts, Avaya
Resetting Passwords, Locking/unlocking user's out of system Creating Test Win 2003 Servers for Disaster Prevention and isolation
· Supported for all terminal server clients, Network infrastructure analysis and Planning.
· Set up accounts for Avaya phone System, integrating telephone system with the network system, installing Soft phones. Troubleshooting VNP accounts when connectivity fails. Building Server/Computers, repairing and troubleshooting of
PC's, Notebooks, telephones, other equipment
· Installed and integrated of the GoodLink PDA application to the Network. Configuring and troubleshooting Windows CE for PDA cellular phone. Blackberry administration using Blackberry Enterprise Server
· Troubleshot various software applications such as Adobe based apps and the Office suite of apps on the local servers Keeping programs up to date and ordering upgrade. Making sure RMA's are sent out. Managing WinFax and the Local network printers and Fax machines Education
Bachelor's degree in (Computer Science)
Florida Institute of Technology - Melbourne, FL
January 2007 to December 2010
(Legal Studies/Cyber Laws)
South University –West - Palm Beach, FL
January 2004 to December 2004
(AS in Information Technology)
Keiser Career College - West Palm Beach, FL
January 2000 to December 2001
Skills
• Microsoft Windows Server Administration and Patching (2003/2008 R2/2012 R2/2016)
• Mac OS X, OS X Server Administration with IOS 6 sand 7 certifications
• Experience with VCenter, VMware vSphere 4.x and above
• Creation and management of OS gold images as templates for virtualization Using VMWare and Citrix Studio
• Strong skills in Virtualization with Citrix XenServer, XenApp and XenDesktop, VMWare, Oracle VirtualBox and Hyper V, and Veeam Backup & Replication
• Knowledge of AS400 Systems and commands
• Extensive knowledge of Active Directory and Citrix infrastructure and administration
• Nagios Core monitoring system on Centos and Redhat (Server/Client)
• Suse/RedHat Enterprise Server Administration
• Experience Deploying and Configuring Redhat Enterprise, CentOS, Debian, Kali Linux, Ubuntu, Fedora and other Open-Source Linux distributions.
• Various monitoring tools such as Nessus, Solar Winds, Wire Shark, Splunk COMPTIA A+, COMPTIA NETWORK +, LEVITON FIBER CERT, APPLE IOS 7 Certification, Splunk Certified Power User 6.3 Certification, C++ Certified, VBScript Certified, and proficient in JAVA programming and understanding of PYTHON and PowerShell Scripting. ITIL Proficient. Also proficient with the Android Platform for Mobile technologies Department of Veterans Affairs Certifications: IBM Rational Team Concert Configuration and Change Management IBM Rational Quality Manager Quality Management IBM Rational DOORS Next Generation Requirements Management Privacy and HIPAA Certified SOX Certified CA Service Desk Manager (SDM) v12.7 Service Desk Analyst (WBT) U.S. Security Clearances:
• Experience with GPO administration
• AD replication
• TCP / IP
• DHCP
• DNS
• Shell Scripting
• Operating systems
• SharePoint
• TCP
• TCP/IP
• Microsoft SQL Server
• IT infrastructure
• Microsoft Office
• Computer networking
• Active Directory
• Communication skills
• Leadership
• Management
• Docker
• SCCM
• Kubernetes
Links
linkedin.com/in/pierre-marshall-calixte
Certifications and Licenses
CompTIA A+
CNA
MCP
CCNA
CCNP
CompTIA Security+
HDI Certification
IAT Level II
CCNA Security
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