Desktop Support Technical

Sean Karimiz

**********@*****.***

Tel: 617-***-****

Summary:

Certified IT Technical Support professional providing on-site and remote for corporate-wide IT infrastructure to Pharmaceutical and Financial firms. Supported IT / Active Directory on MS Windows Server 2008 R2 and 2012 R2, 2016, 2019 Group Policy based on MS Windows 7, 8.1, and 10. Experience in Installing, configuring, troubleshooting and resolving problems with client settings based on Microsoft Active Directory and scripting solutions.

Technical Skills :

Responsibilities included working as helpdesk and Desktop support Specialists Helping user’s onsite and remotely

Using tools like Service now to support Dell and HP and IBM products

Answer calls and provide the highest level of service and correctly identify the source of their problems and then remediate.

Did migration to Windows 10, used imaging applications and process. Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.

Also did new software releases and system upgrades, evaluating, and installing patches, and resolving software and hardware-related problems. Was the liaison to Managed Service Provider (MSP), which handled all infrastructure-related activities. Other role responsibilities include:

Mobile : Android, iPhone, Laptops, iPad/Tablet

Hardware: Cisco routers and switches, PIX firewall, Checkpoint firewall, Enterasys Dragon IDS/IPS, Extreme Network switches, Nortel VPN, Net scout probes, sniffers, F5 BigIP load balancers, Bluecoat network appliances, terminal server and out of band switches

Remote Access Software: PCAnywhere, Computer Associate –Unicenter

Education & Certification:

BSEE-Wentworth Institute of Technology Boston, MA 5/1988

CISCO Call Manager Certification- Global Knowledge School Boston, MA-2006

Cisco CCNA Certification -March / 2008

A+ and NETWORK + Certification-Lowell Institute of Technology, Boston, MA

Certified Support Expert (NNCSE) Nortel Networks University Billerica, MA

Professional Experience:

Acceleron Pharmaceuticals

(Acceleron affiliate of Merck pharmaceuticals) Dec 2020- May Present

IT / System Administrator

Helpdesk system

Responsibilities included installing working as helpdesk and Desktop support Helping user’s onsite and remotely

Using tools like Service now.to support Dell and HP and IBM products

Answer calls and provide the highest level of service and correctly identify the source of their problems and then remediate.

Did migration to Windows 10, used imaging applications and process. Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.

Also did new software releases and system upgrades, evaluating, and installing patches, and resolving software and hardware-related problems. Was the liaison to Managed Service Provider (MSP), which handled all infrastructure-related activities. Other role responsibilities include:

Patch management and software distribution supporting Windows Servers and Desktop clients including third-party applications

Administering file and printer shares, folder permissions, and user access rights

Configure and support Cloud service providers like Azure, Azure AD, AWS

Support the Data Center Operations including data management, network support, Windows server administration, and maintenance

Create and configure cybersecurity policies at Acceleron and participating in a rotating on-call schedule

Support and administration to the following tools:

Messaging platforms (Office 365, Microsoft 365, Azure AD, Microsoft Teams phone system)

Okta Identity Management platform

Workspace One (iPhone and Android mobile devices)

Cloud Applications like Amazon Web Services (AWS)

Patch management system

Cisco Unified Communications Manager (CUCM) phone system

Meraki network devices, ISPs, and VPN

RA Pharmaceuticals- Cambridge, MA Dec 2018- Dec 2020

Senior IT / System Administrator

Provided Primary “IT Support /System administrator/Network” for a pharmaceutical firm in Cambridge, MA.

Worked extensively within the corporate Active Directory and Group policy environment, performing resource provisioning and troubleshooting. Network and data center cable patching

Answer calls and provide the highest level of service and correctly identify the source of their problems and then remediate.

Did migration to Windows 10, used imaging applications and process. Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.

Worked with Brocade and Meraki networking products in production environments throughout the corporate infrastructure.

Used variety of tools and remote administration software (Terminal Server, Remote desktop, Telnet, etc.) to verify and correct reported incidents.

Apogee IT Services, Boston, MA Jun 2016 – Dec 2018

System / IT / Network Engineer

Responsible for delivering Level 2 LAN/WAN IT /NOC support

Provided daily troubleshooting support for Routing and Switching Services for global infrastructure.

Did Routing and Switching route cause analysis (RCA) for operations support identification and resolution for network events.

Maintained all assigned tickets with up-to-date information in ticketing system.

Provided escalation support to L1 members of network team and support for service quality metrics and perform on-call rotation.

Configuration and troubleshooting LAN Routing Protocol, Trunking, ISL and 802.1q, VLAN, Ether Channel, STP, Layer 2 Protocols, IP addressing.

Experience with Cisco Routers (2500/2600/2800/ 3200/3600/3800/7200/7500) and Catalyst Switches 4500/3500/2900/6500)

Shire Pharmaceuticals, Inc, Cambridge, MA Oct 2014 – May 2016

IT /System Administrator

Provided on-site 2/3 level support and worked with Brocade and Meraki networking products in production environments throughout the corporate infrastructure.

Provided all levels of escalation support by answer calls and provide the highest level of service.

Assisting correctly to identify the source of their problems and then remediate.

AKAMAI, Inc, Cambridge, MA Oct 2011 – Feb 2016

System Admin/ NOC Engineer

Performing troubleshooting and monitoring on the Akamai deployed networks

Monitored deployed production LINUX and Windows base Platform network servers. Also did the monitoring and responding to AMS (Alert Monitoring System)

Served as a primary escalation point within the Network Operations Center in identifying, troubleshooting, and resolving network problems

Perform system administration for the Akamai deployed network

Assisted Senior Engineer with software installations to the network and provided training to lower-level staff.

Responded to e-mails from network partners, ISPs, and internal Akamai groups

Document all network-related activities in the Siebel ticketing system

Assisted in creation of and enforcement of Change Control Management policy for the NOC organization.

Responsible to install and test a variety of UNIX, Linux, and Windows 2003 OS platforms, On HP ProLiant servers to test HP Drives for comp ability and reliability. Installed different versions of Linux Like GUI-Based SuSE Linux Enterprise Server 7 and Software and Drivers - downloaded Driver Diskette for HP 6-Port SATA RAID Controller (x86) for Red Hat Enterprise Linux 4 x86.

Managed 3rd party support and services (consultants, vendors, service providers)

Maintenance & Administration on major switch platform.

Monitored HFC network, LAN City head-end modems, (X.25, frame relay), Cisco routers, hubs and switches, HTTP, FTP, SMTP, POP3, and other back-end servers for a broadband product, handled frame relay circuit outages with circuit provider and LEC, engaged internal support for both LAN and server issues, (NT, Exchange, Terminal Servers, and Billing Systems), Utilized monitoring tools such as HP Open View, Analyzed Remedy ticket data through Statistical process control (SPC)

Presented SPC data on MTTR NOC performance highlighting key outages to prevent and minimize future outages on the network

Novartis, Inc, Cambridge, MA Jul 1996-Sep 2011

Responsible for performing IT troubleshooting and monitoring on the Novartis networks.

Deployed production PC and laptops and Windows base Platform network servers. Also, did monitoring and responding to AMS (Alert Monitoring System)

Served as a primary escalation point within the Network Operations Center in identifying, troubleshooting, and resolving network problems.

Perform system administration for the deployed network assisted Senior Engineer with software installations to the network. Provided training to lower-level staff.

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