Information Technology Desktop Support

Resume

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

Summary: Individual with numerous years’ industry experience seeking a challenging position in IT.

Professional

Experience:

March ’23 – October ‘23 Tufts Medical Center

Title: Desktop Team Lead,

Oversaw department of ten technicians

Responsible for desktop support for over eight thousand endpoints across seven buildings

Handled all client escalations

Worked on various desktop project initiatives

Worked with ServiceNow ITIL platform and SCCM

Managed support for various healthcare applications

Oversaw the deployment of replacement PCs as part of a lifecycle refresh (project to replace all 4000 Windows version 1803 machines)

Nov ‘22 – February ‘23 Riversource Technology Consulting

Title: Technical Consultant,

Contracted to customer sites as needed for engagements

Oct ’09 – October ’22 New England Law Boston

Title: (March 2020 to October 2022) Director of Information Technology, Associate Director of Online Classes

Budgetary oversight for department (planning and spending)

Project planning and management

Liaison between Information Technology Group and Staff Department Managers

Oversaw department staff objectives

Staff performance evaluations process

Hiring and dismissal (PIP led) of staff

Title: (May ‘14 to Feb ‘20) Information Technology Manager

Subordinate to the IT Director and assisted with:

• Vendor selection and management

• Budget Prep

• Staff task assignments and measurements

Directly Responsible for

• Overseeing the day-to-day operations of the IT Helpdesk group

• Managing the Audiovisual network and staff

• Working independently on assigned projects and initiatives

• Oversaw the deployment\refresh of desktop computers and subsequent configuration

• Hardware and Software Troubleshooting for desktops and servers (PCs and Macs)

Title: (Oct ’09 to April ’14) Network Administrator

Managed school’s system infrastructure (Windows Domain, Exchange Email, HP Storage, VMWare Virtual environment, Cisco Network)

Planning, design and implementation of new systems (e.g., Citrix for remote access)

Cisco Switch, Router and Firewall (including VPN) management

Handled TCP\IP Configuration (DNS, DHCP)

Hardware and Software troubleshooting and remediation

June ’07 – May ’08 Bank of Ireland (Global Markets Division)

Talbot Street, Dublin

Title: Technical Project Lead, Top Level Support (Contract)

Responsibilities:

Primary technical project lead for three distinct system implementations:

- One built utilizing Microsoft Cluster and SQL Server Technology

- One built utilizing Microsoft Virtual Server and Oracle Technology

- One built utilizing Citrix Presentation Server Technology

Responsibilities included planning and designing both test and production environments, building relevant infrastructures and installing solutions, devising extensive disaster recovery plans for each, documenting the entire builds and support procedures, training support staff.

Planned and implemented the transparent rollout of a hardware and software centralized inventory solution to the company’s 600+ workstations.

Planned and implemented migration of the division’s intranet site to a new technology.

Top level support of firms 80+ windows server infrastructure (including Active Directory, Exchange 2003, SQL Server and Citrix)

Technical mentor for junior systems administrators and application support staff.

July ’03 – April ‘07 A & L Goodbody Solicitors

North Wall Quay, Dublin

Title: Senior Network Administrator

Responsibilities:

Manage day to day running of firm’s 40+ Windows 2003\Windows 2000 servers (including File System, Exchange, SQL) and general network infrastructure (routers, switches, firewall).

Management of company’s Active Directory structure, scripts and Group Policies (500+ user environment).

IT Project Management (primary ones listed)

- Citrix (planning, implementation, maintenance)

-VMWare ESX 3.0 (planning, implementation, maintenance)

-Exchange Upgrade (5.5 -> 2003)

-Planning and implementation of SMS 2003

-Backup strategy review and entire restructure

Disaster Recovery (documenting and regular proof of concept rebuilds of all key business systems).

Manage security patch and software update testing and rollouts.

Maintenance of corporate desktop image build (utilizing Symantec Ghost).

Training and mentoring of first and second level support

Documentation (drafting of extensive technical and business oriented literature).

Nov. ’02 – Jun ’03 Royal Dutch Shell (Oil and Gas Exploration Division)

Lower Leeson Street, Dublin

Title: Systems Engineer, Project Manager (Contract)

Responsibilities:

Project Manager for restructuring and migrating Enterprise Oil’s legacy data over to Shell’s Global standard SAN solution (Distributed File System based).

Technical lead for migrating Enterprise Oil systems and users over to the Shell global standard (Active Directory, Exchange 2000, Win2k locked down Desktop).

Primary Administration and Support of Enterprise Oil’s legacy servers and network.

Shell focal point for administrating user accounts, groups, security access, and software distribution for the Irish Business Unit.

Helped design and implement splitting of Enterprise Oil LAN to facilitate introduction of separate Shell subnet and WAN routing.

October ’01 – October ’02 Enterprise Oil

Ballsbridge, Dublin

Title: Systems Engineer (Contract)

Responsibilities:

Primary Administrator for company’s Windows 2000\Windows NT Servers (File, Domain Management, Print services, Wins, DHCP and DNS), Exchange Servers (running Trend ScanMail), Metaframe Server, Veritas Netbackup, Anti-virus, IIS and ISA Server infrastructure.

Secondary Administrator for Sun Solaris systems, Cisco systems (configuring and managing routers and switches), Firewall (Checkpoint Firewall-1).

Management and second level support for company’s remote offices (Ireland and UK).

Designed and implemented company’s standard desktop images (utilizing Symantec Ghost) and non-standard automated application distribution (utilizing Veritas WinInstall to create native packages and .msi scripts).

Escalation point for 24 x 7 drilling campaign.

Backup IS Service Delivery Team supervisor.

Technical mentor for first and second line support team.

Documentation of technical procedures.

Aug. ’00 – July ‘01 ING\Baring Asset Management

Boston, Massachusetts

Title: Network Administrator

Responsibilities:

Network and Mail Administrator for Boston, San Francisco and Toronto offices.

Responsible for divisions 30+ servers (W2K, NT Server 4.0, SQL Server 6.5 and 7.0, Exchange Server 5.5, Proxy Server 2.0, IIS 4.0, OWA server).

Management of system security and backup (NT Backup Exec).

Management of network infrastructure (routers, switches, hubs)

Implemented and maintained SMS 2.0 across North American sites.

Escalation point for desktop support staff.

North American representative for Global IT Projects.

Designed and implemented standard server and client images using Symantec ghost.

Worked closely with upper management to design and implement support systems and procedures.

Sept. ’98 – Aug. ‘00 Wyeth Pharmaceuticals

Cambridge, Massachusetts

Title: Desktop Support, Junior Network Administrator

Responsibilities:

NetWare NDS Administration for Sales, Marketing, Legal Affairs, Executive, Regulatory Affairs, Medical Affairs and Clinical departments.

NT Account and Security Administration.

Primary IS support individual for above departments, duties included:

-troubleshooting desktop technical issues relating to both hardware

(HP, Compaq and Micron) and software (OS and application).

-planning, configuration and subsequent roll out of all applications, upgrades and patches (automated and manual distribution).

-purchase, configuration and implementation of all new hardware.

-printer support (hardware and software).

-laptop support (primarily IBM ThinkPad and Compaq Armada series).

Technical trainer for junior desktop support reps and helpdesk staff.

Project member for global IS deployments.

Sept. ’97 – Sept. ’98 Elron Software Inc.

Boston, Massachusetts

Title: Escalations Engineer, Knowledge Base Coordinator

Responsibilities:

Third level Support for NT and NetWare version of Elron’s primary product (centralized software metering solution).

Management of product-related technical issues at company’s largest corporate customer sites.

Beta test program management and product bug isolation.

Creation and management of product knowledge base for internal tech support and external web site usage.

Second level support for all other products manufactured and distributed by the company.

Structured and presented internal training of NT and Novell NOS’.

Sept. ’95 – Sept. ’97 On Technology Inc.

Boston, Massachusetts

Title: Technical Support Engineer

Responsibilities:

Front line and International technical support for various LAN based products developed by the company.

Software included Email applications, a firewall solution, Server Auditing system, server and desktop anti-virus solution and IP management tools.

Education: Diploma (Honors) in Business Studies. Portobello College Dublin, Ireland.

Graduating class of ’94.

Technical Proficiency

Operating Systems:

NOS: Knowledge of Microsoft Windows Server and.

Working knowledge of Sun Solaris and Linux.

Client OS: Experience with Windows 7, 10, 11.

Apple Mac OSX and iOS

Working knowledge of Redhat Linux.

Business Systems:

Extensive knowledge building and supporting Active Directory, MS Exchange Server, MS SQL Server, IIS Server, ISA Microsoft Virtual Server, Microsoft Cluster Server, VMWare.

Have experience building managing backup systems including Commvault Galaxy, Backup Exec, NetBackup and ARCserve

Have supported, (planned, implemented, patched, upgraded etc) many business\industry specific applications.

Additional Accomplishments:

Project Managed redesign of NEL’s Intranet site.

Successfully designed and built an entire production solution (Domain Structure, Fault Tolerant File and Print Servers, Exchange Server, Backup System, Remote Administration Solutions, Clients and Satellite routing Comms) for a 24 x 7 drilling campaign.

Professional

Qualifications: Microsoft Certified Systems Engineer (MCSE)

Microsoft Certified Professional + Internet (MCP +I)

Certified Novell Administrator (CNA)

-NetWare 4.11 Administration

-Advanced NetWare 4.11 Administration

Cisco Certified Network Administrator (CCNA 2.0)

Network+ Certified

I-Net+ Certified

References: Furnished Upon Request

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