Technical Support Help Desk
Resume:
Gregory Geurink
*******.*******@*****.***
Lawrence, KS 66046
Career Summary
• Provide Systems Administration and Technical Support (T1/2/3) via numerous enterprise ticketing systems (like ServiceNow) including detailed documentation entry, response, troubleshooting efforts, or escalations
• Office 365 administration, support, troubleshooting across Teams, Licensing, and general MS applications
• Google Workspace administration, support, and troubleshooting.
• Asset Management and deployment experience.
• SCCM imaging experience
• Backup, Restore, and Reimage Laptops, Desktops, Mobile Devices, Printers, Tablets, and Servers
• Manage helpdesk personnel, handle escalations of Tier III support, assist with staffing and process development
• Dell Certified HW Repair Technician
• HIPAA compliant and security minded
• Create and Customize Virtual Servers as needed
• Manage physical and virtual servers and datacenters using VM-Ware and Proxmox
• Mobile Device Management (MDM) for Android/iOS support
• Monitor Systems for performance, security issues, and configuration changes
• Experience with all versions of Windows and Windows server
• Active Directory On-Prem and Azure AD for PW Resets, Create/Administer Users, and GPO Management
• DNS and DHCP networking
• Manage physical and virtual servers and datacenters using VM-Ware and Proxmox
• Inbound and Outbound technical support calls
Work Summary
• IT Support specialist (Contractor Mar 2023 - Present
• IT Coordinator Elevate Missouri (Contractor) Mar 2022 - Dec 2022
• IT Specialist, McElroy’s Inc. (Contractor) Jan 2022 - Mar 2022
• Senior Desktop Support Technician, Quest Diagnostics (Contractor) Aug 2020 - Jan 2022
• Jr. Systems Administrator, Network Computer Solutions (Contractor) Jan 2020 – Aug 2020
• Help Desk Analyst, Konark Software (Contractor) Dec 2018 - Oct 2019
• Senior Help Desk Specialist, Healthsource (Contractor) Mar 2018 - Oct 2018
• Technical Analyst, Kansas Department of Labor (Contractor) Aug 2017 - Dec 2017
• Desktop Support Technician II, Kansas Department of Agriculture at KSU Nov 2013 - Aug 2017
• Desktop Support Representative, IBM (Contractor) Oct 2012 - Oct 2013 Detailed Work History
IT Support Specialist, Eliassen Group Mar 2023 – Present
• Enter, respond, troubleshoot or escalate helpdesk tickets based on issues
• Monitor Systems for performance, security issues and configuration changes
• Assist with Tickets escalated from Tier 1
• Manage inventory
• Utilize remote control tools to resolve issues from anywhere IT Coordinator, Elevate Missouri (Contractor) Mar 2022 - Dec 2022
• Windows 2019 and Linux Server administration
• Active directory management, on premise with Azure AD backup
• Group policy administration and management
• Google workspace setup and troubleshooting
• Program Cisco switches and Juniper firewalls
• DNS and DHCP networking
• Set up help desk from scratch implementing RMM software
• Managed a virtual environment via Proxmox
• Program VOIP phones
Jr. Systems Administrator, McElroy’s Inc. (Contractor) Jan 2022 - Mar 2022
• O365 administration and troubleshooting
• Windows 2019 Server administration
• Active directory management Azure AD and Office 365, single sign on for applications
• Group policy management
• DNS and DHCP networking
• Program voip phones
Senior Desktop Support Technician, Quest Diagnostics (Contractor) Aug 2020 - Jan 2022
• Migration from Windows 7 to Windows 10
• Asset management
• Office 365 suite: Active directory, Teams, Licensing
• Remote access to push updates
• Use SCCM to image new machines, reimage old machines, pushed the network to do 25 at a time
• Provide technical support via ServiceNow ticketing
• Other special projects as requested
Jr. Systems Administrator, Network Computer Solutions (Contractor) Jan 2020 – Aug 2020
• Windows Server management
• Basic Active Directory: password resets
• Sonic Firewall management
• DNS/DHCP networking
• Used WSUS for verified pushed updates on all machines
• O365 administration: Teams, Licensing, MS applications
• Google workspace administrator
• Set up VPN’s for remote access
• Help desk support, using a proprietary ticketing system Help Desk Analyst, Konark Software (Contractor) Dec 2018 - Oct 2019
• Enter, respond, troubleshoot or escalate helpdesk tickets based on issues
• Monitor Systems for performance, security issues and configuration changes
• Provided Tier II Tech support through ServiceNow ticketing system Senior Help Desk Specialist, Healthsource (Contractor) Mar 2018 - Oct 2018
• Windows and Linux Server maintenance
• Managed computer updates
• Network Video Recorder installs
• Manage helpdesk personnel: Handled escalations of Tier III support, assisted with staffing, process development
• Office 365 support
• Mobile Device Management: Android/iOS support
• Work on call 24/7 environment
• HIPAA compliant and security minded
Technical Analyst, Kansas Department of Labor (Contractor) Aug 2017 - Dec 2017
• Managed a virtual and physical datacenter using VM-Ware
• Worked on escalations from helpdesk.
• Work with project managers and plan work and complete projects
• Document detailed notations on steps that resolved customer's issues and processes.
• Verify backups and updates for servers in a mixed virtual and physical environment.
• Create and administer users and computers in Active Directory.
• Create and customize virtual servers as needed.
Kansas Department of Agriculture at KSU Nov 2013 - Aug 2017 Desktop Support Technician II, June 2014 - Aug 2017
• Technical Support Rep for desktops, laptops, printers, tablets, and cell phones
• Support and assist users with Microsoft Office Suite and proprietary software applications
• Office 365 support
• Windows 7 and 10 computer deployment
• Document detailed notations on steps that resolved customer's issues and processes
• Backup, restore and reimage client's laptop and desktop computers and servers
• Manage physical, virtual, servers
• Asset management
• Create and administer users in Active Directory
• Set up and managed new SCCM environment
• Dell Certified to replace all dell related hardware, customize and build machines through Dell Premier website
Technical Support Rep, Nov 2013 - June 2014
• Telephone and on-site based technical support for desktops, laptops, printers, tablets, and cell phones
• Document detailed notations on steps that resolved customer's issues and processes
• Backup, restore and reimage client's laptop and desktop computers
• Worked on and lead different projects including VOIP conversion and Windows XP end of life upgrade
• Moved all IT resources from Topeka to Manhattan. LAN/WAN set up and administration
• Implemented a new way to image machines to expedite deployment
• Managed Verizon cell phone account
Desktop Support Representative, IBM (Contractor) Oct 2012 - Oct 2013
• Telephone and on location based technical support for desktops, laptops, printers, tablets, and cell phones.
• Support and assist users with Microsoft Office Suite and proprietary software applications.
• Locally and remotely assist clients. Remote control software used daily.
• Backup, restore and reimage client's laptop and desktop computers.
• Assist clients with leased computers (initial setup and return)
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