IT SUPPORT

Location:

Philadelphia, PA, 19147

Posted:

July 15, 2025

Contact this candidate

Resume:

Richard Webb

*** ******** ******, ***. # *

Philadelphia, Pa. 19147

[Cell] 445-***-****

[E-mail] ****************@*****.***

OBJECTIVE:

I am enthusiastic about Information Technology, highly motivated and an extensively experienced individual with over 28 years plus of Service/ Help Desk, Desktop, Networking, Mainframe, L1, L2 and L3 Support in Information Technology related experience, with exceptionally critical thinking and analytical skills. I am able to multi-task, plan, organize and prioritize my work schedule to adapt to changing priorities quickly. In addition, I have strong oral and written communication skills as well as the ability to explain highly technical concepts to a non-technical audience.

HARDWARE SKILLS:

SUN MICROSYSTEMS SPARC STATION-20, IBM 3090 Mainframe CPU, OS/390 Mainframe CPU, CMOS, ES9000 Mainframe CPU, AS400 Midrange CPU, RS6000, HP2000/ 3000/ 9000 K/G SERIES, EMC 5100/ 5200/ 5430/ 5500/ 5700, AMDAHL 5990/5995-1100A Mainframe CPU, TANDEM K20006 T16 CPU, 9800 DATA SWITCH/ 5445 CHANNEL EXTENDERS, CSUS/ 4410 SILO L.S.M., TAPE/CARTRIDGE DRIVE UNITS (4490/ 3490/ 3420/ 3421/ 3480), IBM PRINTERS 4245, PRINTONIX,), XEROX LPS/ NPS DOCU-PRINTERS, 4050/ 4890/ 4850/ 8790/ 9700/ 6135, 6262, 4635), HP Printers (HP M525, M555, M630, M527, M506), LEXMARK T632N, 630), DEC/VAX, DOT MATRIX/ HP LASER JET/ OKIDATA, Zebra (Label, Wristband and Lab), Lenovo T430’s, T440’s, T450’s, T460’s and X250’s and X260’s, DELL OPTILPEX GX260, DELL LATOPS 5470, 5480, 7390, 5591 HP8440/ 8460/ 8470/ 9470/ 9480/ 840 G1-G2/ ZBOOK 15, THIN CLIENT (WYSE), LENOVO M-SERIES, DELL EDGE 2900 SERVER, LENOVO X240, APPLE MACBOOK PRO/ AIR/ RETINA, DUMB TERMINALS (3172/ 3181, VT100/ VT420), DELL/ HP/ PENTIUM (386/ 486/Dual Core/ i5/ i7), CONTROLLERS, NCPS (3172/ 3174/ 3274/ 3745(NCP)/ 4480/ 4490), PANAFAX UF-270 (FAX), 200T OPTICAL DISK LIBRARY, HUBS, CISCO ROUTERS AND SWITCHES 4400, 3800, 3662, 3725, 3745, 2950, OMNI VIEW SE-4 PORT,TOSHIBA/ HP/ COMPAQ/ DELL SCANNERS (4200/5300), HP PROLIANT SERVERS (DL140/ DL360/ DL380), EQUINOX 8-PORT SERIAL HUB, HP PROCURVE 2524 - 10/1000 NETWORK SWITCH CABLE CONNECTORS RJ-11, RJ-45, DB-25,HP6300, HP6005,HP2560P, HP2570P, VVX 600 PHONE, VTC POLYCOM, SNOM PHONE, POLYCOM TOUCH CONTROL PANEL, POLYCOM STAR MICS, POLYCOM REAL PRESENCE GROUP MICROPHONE ARRAY SYSTEM CX3000, POLYCOM GROUP 300 – CODEC, 720P W/ EAGLE EYE III), ACANO (VIDEO CONF.), CISCO AIR-CAP2602I-A-K9 AIRONET 2602I CONTROLLER-BASED POE ACCESS POINT - 450 MBPS WIRELESS ACCESS POINT (WAPS)

SOFTWARE SKILLS:

MVS XA/ ESA, VM CMS/ VSE, VAX/VMS, VTAM, TACL, VSAM, JCL, JES2, SAR, SAR, TSO/SDSF, CA-7, CA-SCHEDULER, CICS, COBOL, ASSEMBLER, C++, LOTUS NOTES (123/5.0/6.0), OMNIBACK, VERITAS NETBACKUP, OPENVIEW, NETVIEW, OMEGAMON, UNIX SHELL, AIX, AISR, TCPIP, DRSVTAM, DRSTCP, VPS1, VSV70, ROSCOE, SRDF/ RDF (MIRRORING), MS DOS,PNMS, OPENMAIL, OPENTIME, PROFS, DOS VSE/ POWER, ANTRIM, OPTIMAX, MCSE, CCNA, SOLARIS, RUMBA (MAINFRAME CONNECTIVITY), LOTUS NOTES 6.0, UNIX,RTOOLS, OTOOLS, EPSQ, SYBASE, NT 4.0, WINDOWS 98/ME/2000/VISTA/XP/7/10/11, MS EXCHANGE SERVER, MICROSOFT OFFICE /2003/2007/2010/2013/2016/365, ONE DRIVE, EXCEED, CDE, PATIENT TESTING MANAGEMENT SYSTEM, MEDPLUS (IMAGING 5, NOVELL CLIENT, CONSOLE ONE, ACTIVE DIRECTORY, OUTVIEW, GROUPWISE, IDX/RAD, MAGIC,SYNAPSE, PACS, PCANYWARE, LAST WORD, NETILLA,TUMBLEWEED, XEROX PRINTMAP, GAURDIAN EDGE, SEE- (SYMANTIC 11& 12), SCCM, DMT, USMT, MDT, SAPGUI, VIRTUAL PC, VIRTUAL XP, MAXMC, HYPERION, ESSBASE, VISUAL STUDIO, SLIQ, RADIA, IBM ISERIES, SEP, SEE, LYNC, LIVE MEETING, MS OUTLOOK, SCCM (CONSOLE, CLIENT, SOFTWARE CENTER ), LANDESK, AD (ACTIVE DIRECTORY), HP ASSET MANAGEMENT, ERACENT, SDM, ZAM, ZENWORKS, CONSOLE ONE, VMWARE, VSPHERE, ESXI, SYSPREP, SPICEWORKS, SERVER 2008/ 2012, MANAGEMENT STUDIO, WIN 7 64/32 BIT OS, WDS (WINDOWS DEPLOYMENT SERVICES),COSMO, IPASS, CITRIX, LYNC 2010, JUNOS PULSE, TRIACTIVE, SCAN ASSET, CASPER, INTUNE, AIRWATCH, MCAFEE, CYLANCE, SYMANTEC, ENDPOINT ENCRYPTION, WINDOWS DEFENDER, PEOPLE PLUS CONTENT (IP-MAC) + (VIRTUAL DRIVE - WINDOWS),SKYPE FOR BUSINESS 2015 (BRIDGE), ACANO, BLUE JEANS, WEBEX, LYNC 2013, PARALLELS, EPIC, VDI,TICKETING SYSTEMS (ZEEK/ZEB, SERVICE NOW (SNOW), SERVICE DESK MANAGER), HP SERVICE MANAGER (HPSM 7.11 AND HPSM 9.3),TRACK-IT 6.5/ 7.0,SERVICE CENTER, REMEDY BMC), ACRONIS TRUE IMAGE, PXE BOOT, BOOTABLE FLASH DRIVE, PARTITION MAGIC CYLANCE, MINI-TOOL PARTITION WIZARD, PXE, GPO,OU,TPM, RDP TOOLS (CITRIX, VNC, CHROME REMOTE DESKTOP, DAMEWARE, MICROSOFT RDP (BUILT-IN), SCCM), NETWORK MONITORING (WIRESHARK, MICROSOFT SYSTEM CENTER), AVAYA SOFTPHONE, CISCO JABBER, SALESFORCE, TEAMS, JIRA, CAYOSOFT, IVANTI, UNIFLOW, SECURE PRINT,

PROFESSIONAL EXPERIENCE:

Titles: IT Service Desk Technician (08/23/22 – 02/03/25)

Location: INFOSYS BPM LIMITED (International Co.), Bengaluru, India (Remote Support)

Duties:

Performed L1/ L2 remote technical support duties, tasks and responsibilities (local/ remote, national and international)

Service Desk Support for Mercedes Benz, Daimler Truck North America, Detroit Diesel Corporate and Thomas Built Buseshttps://supplier.mercedes-benz.com/docs/DOC-1770

Demonstrated SNOW (Service Now) Ticketing System Skills, Processed 20-30 Incidents and Requests daily, (approx. 400-500 monthly).

Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently

Analytical and problem-solving skills to resolve customer issues efficiently, effectively and empathetically

Practical work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support.

Performed End-user Support for (Windows 10 Enterprise-v1904), Browsers (Edge/ Chrome), MS Office 365 Suite, Phone (Avaya Softphone, Desktop Agent ver.2.0.6), Mobile Support (iOS, Android, Windows), VM/ VDI (VMWare Horizon-Client and Web), VPN (Cisco AnyConnect, Pulse, Citrix), Remote Web Access Tools (Remote Control Viewer, Windows-RDP, CoSyma, SCCM, Config Manager vNext Console and AD (Active Directory).

Experience of working within a busy Service Desk environment, showing experience of systems, support, diagnostic and resolutions.

Assisted Tier3 with Registry Fixes, Patch upgrades, Virus T/S, Security, Encryptions (Endpoint Checkpoint Security)

Demonstrated working knowledge of PCs/ Laptops, Printers, Print Server troubleshooting, basic Networking and Operating System concepts.

Titles: L2 Desktop Support (05/03/22 – 08/01/22)

Location: Hikma Pharmaceuticals USA Inc., Cherry Hill, NJ

Duties:

Performed L2 duties, tasks and responsibilities (local/ remote, national and international)

Diagnosed and resolved system and connectivity problems using standard IS tools and procedures

Performed password resets for various systems

Onboarding and offboarding (new/old end users, creating/ terminating user accounts and access)

Validated and completed AD system access, account updates and account Terminations

Utilized CayoSoft, AD, CoSyma, ATS, SCCM, Uniflow, Secure Print

Ticketing systems was iVanti.

Performed Server Racking/Stacking/Decommissioning/ Server Installs/De-Installs

Monitored Data Center (Servers, UPS, etc.)

Swapped out failed hardware (PC’s and laptops)

Triage/Analyze L2 Help Desk Calls

Cable Management (user workstations and IDF wire closet)

Demonstrated Customer service and interpersonal skills and written/verbal communication skills

Demonstrated exemplary analytical/problem solving and organizational skills

Demonstrated working knowledge of Microsoft products (MS Office 2016/ 365 and Windows XP,7,10)

Demonstrated working knowledge of PCs, printer/print server troubleshooting, network, and operating system concepts, remote access concepts and MAC’s (move, add, changes).

Supported MS Endpoint and MS Intune for various mobile devices for hardware and software compliance.

Demonstrated experience with Microsoft Active Directory, Help Desk Software and working with 3rd party vendors and service providers

System Hardware and software compliance and vulnerability management (End User Level). Including but limited to RAM and HDD upgrades, OS updates, patches and fixes. Anti-Virus, Malware and Adware software implementations and executions.

Titles: L2 Desktop Support (Lead) (03/02/21 – 02/23/22)

Location: Crozer Health and Prospect Medical Holdings, Philadelphia, PA

Duties:

Performed L1/ L2 Helpdesk responsibilities (local/ remote)

Provided Information Services telephone and onsite support and troubleshooting via remote access tools for computer systems, applications, and equipment to users across the enterprise

Assisted with Cerner Upgrade Project (24” monitors, signature pads, label printers, wristband printers, lab printers,

Diagnosed and resolved system and connectivity problems using standard IS tools and procedures

Interacted with all levels of health system employees

Performed password resets

Provided escalation support to on call personnel and vendors for issue resolution

Created and updated requests in event and incident management systems

Validated and completed AD system access, account updates and account Terminations

Performed backups/Tape Rotations/Offsite transport to Co-location

Performed Server Racking/Stacking/Decommissioning/ Server Installs/De-Installs

Monitored Data Center (Servers, UPS, etc)

Swapped out failed hardware

Triage/Analyze L2 Help Desk Calls

Cable Management (user workstations and IDF wire closet)

Demonstrated Customer service and interpersonal skills and written/verbal communication skills

Demonstrated exemplary analytical/problem solving and organizational skills

Demonstrated working knowledge of Microsoft products (MS Office 2016/ 365 and Windows XP,7,10)

Demonstrated working knowledge of PCs, printer/print server troubleshooting, network, and operating system concepts, remote access concepts

Demonstrated experience with Microsoft Active Directory, Help Desk Software and working with 3rd party vendors and service providers

Titles: HP Deployment Technician (09/12/20 – 01/03/21)

Location: HP Bank of America Upgrade Project Philadelphia, New Jersey, Delaware

Duties:

Traveling Deployment Technician/ Field Technician for HP (Hewlett Packard) and Insight Global

Traveled from 60 to 200+ miles daily to refresh IT hardware onsite at various Bank of America locations

Upgraded/ refreshed/ configured/ Wiped/ Drilled HDD of various HP Printers (HP M525, M555, M630, M527, M506)

Upgraded/ refreshed/ configured/ Wiped various HP Servers (HP ProLiant DL360, DL380)

Upgraded/ refreshed/ configured UPS’s (APC 220 UPS), device and battery

Upgraded/ refreshed various Bank Teller devices, (Epson Validators, Magket Micrs and Canon Image Formula CR-190i Remote Capture Scanners

Upgraded/ refreshed/ configured HP 22” Monitors, HP ProDesk 400 and 600 Desktop PC/ Workstations

Managed/ maintained and shared documentation, coordinated arrival, onsite and departure results and site issues with HP Center Response and the HP Remote Service Desk

Titles: IT Support Analyst/ Service Desk (02/18/20 – 08/21/20)

Location: IKEA IT (International Support) - Suite 5000, 500 South Gravers Road Plymouth Meeting, PA 19462

Duties:

Performed various Tier 2 and Level 2 IT Support tasks and duties for National and International users via Phone, Chat and Ticketing System

Demonstrate knowledge of and resolve issues related to Microsoft Office products and O365

Demonstrate knowledge of and resolve issues related to Windows 7, Windows 8, Windows 10, XP, and Vista

Demonstrate knowledge of and resolve issues related to Windows Server 2003 and 2008 and 2012

Perform (RDP) Remote Desktop support to push, reinstalled and launched applications via SCCM and Software Center for National and International users

Demonstrate knowledge of and resolve issues related to Active Directory and Exchange

Demonstrate knowledge of and resolve issues related to Advanced printer / peripheral device troubleshooting

Demonstrate knowledge of and resolve issues related to TCP/IP, DNS, DHCP and general networking skills

Familiarity with agile concepts, ITSM, and ITIL

Provide front-line technical support to end users on various technical matters relating to hardware, software peripherals, and services.

Respond to, document and resolving service requests and restoration incident tickets in a timely manner according to SLA.

Demonstrate excellent problem-solving skills in order to diagnose, evaluate and resolve complex problems, or when appropriate, escalate or route them to appropriate internal or external team members.

Demonstrate knowledge of and resolve issues related to end-user technical support role or computer operations

Utilized Avaya Cisco IP Phones (IP Communicator), Cisco Finesse (IP Phone Agent Software), Express Desk (Chat Software), BMC Remedy, Active Directory (IMU, CDS), RDP, MSRS, TEAMS, Salesforce, and JIRA

Titles: IT Support Field Analyst (10/13/19 – 12/18/19)

Location: Inspira Health Network – Bridgeton, NJ, Glassboro, NJ, Vineland, NJ, Hadden twp., NJ, Washington twp., NJ

Duties:

Performed various Tier 2 and Level 2 IT Support tasks and duties

Work hours were 1st Shift and Night Shift

Reimaged and upgraded various HP Desktops and Laptop from Windows 7 Operating Systems to Windows 10 Operating Systems

Provided users with strong Office 365/ 2016 application installation, configuration, and support

Performed Install-Move-Add-Change (IMAC) on various makes and models of HP Desktops and Laptops HP 840, 850, AIO 400, 800.

Performed PC Refreshes and Policy Refreshes

Performed Data Migration and Data Retention procedures per Inspira Policies and Procedures

Performed all required Windows 7 to Windows 10 Upgrades and Deployments at various Inspira

Demonstrated quality customer service skills

Participated in Workstation Moves and Relocation Set-ups

Logged via Switch User or Other User from Windows Login Screen to Login to device to perform Windows 10 Upgrade

Backed up User Data to a shared drive

Backed up User Printer Data and Configurations

Delete/ Added Devices in SCCM and Active Directory

PXE Booted various HP Desktops and Laptops

Used msconfig to Change UAC Settings

Used Network and Shared Center to Change Adapter Settings for Ethernet/ Local Area Network and Wi-Fi/ Wireless Network Connection

Used Power Options to Create a Power Plan and configure Advance Power settings

Performed GPEDIT.MSC to (Modify Computer/ User Configuration Settings)

Ran and Check Windows Updates

Installed and configured Office 365

Backed up and Restore User Data

Encrypt HDD’s

Initialized, cleared, and prepared TPM’s

Installed an MBAM Agent and X64 Client from the Bit locker Server

Ran GPUPDATE /FORCE to sink and pulled down GPO and OU policies to varies users HP desktops and laptops

Titles: IBM Desktop Support Representative (09/16/19 – 10/02/19)

Location: CHUBB - 436 Walnut St Philadelphia PA, 19106

Duties:

Tier 2 and Level 2 Tech Support

Work hours were 1st Shift

Reimaged Windows 7 Operating Systems on Lenovo T430’s, T440’s, T450’s, T460’s and X250’s and X260’s

Assisted users at the walk-up Tech-Lab Service Desk.

Provided users with strong Windows 7 application support skills

Provided users with strong Office 365/ 2016 application support skills

Created Incident and Task Tickets via SNOW (Service Now) Ticketing System

Resolved various IMAC related Tickets

Install-Move-Add-Change (IMAC) services ensure that organizations can manage and control the merging of people and their assets, and proactively plan for moves and relocations during corporate change events.

Performed PC Refreshes and Policy Refreshes

Performed Data Migration and Data Retention procedures per CHUBB Policy

Assisted with Windows 7 to Windows 10 Upgrades and Deployments

Pushed, reinstalled, and launched applications via SCCM client and Software Center

Demonstrated quality customer service skills

Participated in Workstation Moves and Relocation Set-ups

Resolved Break-Fix issues within the set SLA policy period

Titles: IBM Systems Support Engineer/ Service Desk (03/21/17 – 05/23/19)

Location: Thomson Reuters (aka Clarivate Analytics – aka Refinitiv), Media, PA 19063

Duties:

Utilized HP Service Manager and SNOW (Service Now) Ticketing Systems to provide first (Tier 1) and second (Tier 2) level support response for all hardware & software problems on Macintosh, Windows Networking platforms.

Work hours were 1st Shift and Night Shift

Perform equipment configuration on various systems and devices.

Rack/Stack/Cabling

Supported MS Endpoint and MS Intune for various mobile devices for hardware and software compliance.

Participate in the development and administration of workflow processes.

Update hardware inventory information.

Onboarding and offboarding (new/old end users, creating/ terminating user accounts and access)

Utilized HP Service Manager and SNOW (Service Now) ticketing systems to open and resolve service requests and incident tickets, provide metrics, and identify sources and trends of technical problems to prevent future occurrences.

Provide follow-up calls and document status to ensure satisfactory issue resolution and excellent customer service.

Assist in the maintenance of system hardware inventory modules, the distribution of reports, and the uploading of inventory information.

Make recommendations to improve product and service support capabilities.

Participate in a regularly scheduled on-call shift.

Occasional travel to support other regional office locations

Setup and Configured VDI on various Windows 7 and 10 machines

Demonstrated advanced knowledge of OS X, Windows 7 & 8, iOS, Android, and Blackberry.

Demonstrated advanced hardware knowledge of MacBook Retina, MacBook Air, MacPro, iMac, Mac Mini, Lenovo laptops, Dell laptops and desktops, HP, Kyocera, iPhone, Android, and Blackberry.

Demonstrated knowledge of Kaspersky, Crash Plan, AirWatch, Intune, Casper, LANDesk, Full Disk Encryption, BitLocker, FileVault2, Adobe Products, Autodesk Products, VMWare, Microsoft Office, and SVN.

Strong familiarity with networking fundamentals such as DHCP, DNS, WINS, Subnets, and VLans.

Working knowledge of client VPNs, Active Directory, File, and folder structures.

Utilized JIRA and TEAMS

Performed PME’s (Power Outage Maintenance Events).

Build and reimage Dell Desktops/ Laptops 5470, 5480, 3520, 5591 and 7390.

Setup and configured Avaya IP Softphone and Cisco Jabber

Titles: EPIC Software Tester (TDR-Tech) (02/03/17 – 03/20/17)

Location: Thomas Jefferson Hospital, Philadelphia, PA 19107

Duties:

Performed a Technical Dress Rehearsal for EPIC (Health Care Software)

Work hours were 1st Shift and 2nd Shift

Tested CLISUP validation

Evaluated and verified successful printing of Wristbands Labels

Evaluated and verified successful printing of Specimen Labels

Evaluated and verified successful printing of AD-Hoc Labels

Evaluated and verified successful printing of RX Sheets

Evaluated and verified successful printing of Face Sheets

Evaluated and verified successful printing of After Visit Sheets

Configured Zebra Printers

Configured HP Laser Jet Printers

Tested WOW Carts (Electronic Medical Record (EMR) Carts-Workstation on Wheels (WOW)- Medical and Mobile Computer Carts)

Titles: Lead Technical Support Engineer/ Service Desk (07/12/14 – 01/03/17)

Location: TIVO - 550 E Swedesford, Rd. Wayne, PA 19087

Duties:

Performed Desktop, Network and other Technical Support for a client named TiVo formally AKA ROVI as a consulting agent with TAOS 121 Daggett Drive - San Jose, CA 95134

Supported 400 users locally (Wayne, Pa), 50-75 remote (Boston, MA), 50-75 remote (New York) and 25-50 remote (home based employees).

Work hours were 1st Shift and Night Shift

Utilized Acronis to reimage various HP makes and models.

Rack/Stack/Cabling

Viewed McAfee Encryption logs, Cosmo error logs, Skype for Business error logs and submitted findings to Tier 3 personnel to assist in problem resolution.

DHCP - Added IP Addresses to DHCP Pool, resolved duplicate DHCP conflicts, released/ renewed DHCP addresses

SMTP - Manually entered SMTP’s to launched SKYPE for Business and Outlook 2010/ 2013/ 365 to resolve Exchange Server related issues

TCIP - Assigned static TCP/IP addresses to printers, added workstations to a subnet mask, resolved various IPv4 and IPV6 issues by modifying the NIC properties

Utilized Salesforce, JIRA, and TEAMS

Troubleshot and resolve various Desktop, Laptop, and Mobile Device issues (hardware, software, and operating system) for end-users. Ensure computing is operating and updating properly. Performed virus scanning and remediation via WSUS.

Supported MS Endpoint and MS Intune for various mobile devices for hardware and software compliance.

Supported, installed, tested, configured, upgraded the following applications, Management Studio, Win 7 64/32 Bit OS, WDS (Windows Deployment Services), Acronis, Cosmo, IPASS, Citrix, Lync 2010, Junos Pulse, Triactive, Scan Asset, Casper, MacAfee Endpoint Encryption, Acano (Video Conf.), People Plus Content (IP for Mac) And (Virtual Drive For Windows), Skype For Business 2015 (Bridge), Acano, Blue Jeans, WebEx, Lync 2013, Service Now, LANDESK, SNOW, Parallels And Microsoft Office 2010/ 2013/ 365.

Repaired technical hardware, Laptops, Desktops and Printers and viewed various hardware system crashed error logs and submitted findings to HP and Dell vendors to assist in problem resolution.

Supported, installed, tested, configured, upgraded the following hardware, Hp8440/ 8460/ 8470/ 9470/ 9480/ 840 G1-G2/ ZBOOK 15, Cable Connectors Rj-11, Rj-45, Db-25,Hp6300, Hp6005,Hp2560p, Hp2570p, Thin Client, Lenovo M-Series, Dell Edge 2900 Server, Lenovo X240, Apple MacBook Pro/ Air/ Retina, VVX 600 Phone, Polycom, SNOM Phone, Polycom Touch Control Panel, Polycom Star Mics, Polycom Real Presence Group Microphone Array System Cx3000, Polycom Group 300 (Codec) 720p W/ Eagle Eye, Cisco Air-Cap2602i-A-K9 Aironet 2602i Controller-Based Poe Access Point - 450 Mbps Wireless Access Point, Cisco Routers And Switches 4400, 3800, 3662, 3725, 3745 And 2950.

Titles: IT Hardware Assembler (08/20/16 – 11/03/16)

Location: CompuCom 1225 Forest Parkway, Paulsboro, NJ 08601

Duties:

Reimaged 24-48 Desktops (nightly), wiped and crushed 24-48 HDD’s (hard disk drives) nightly.

Work hours were Night Shift/ 3rd Shift

Prepared various HP Desktops for disposal or for redeployment

Utilized in-house scanning tool to scan 24-48 deployable assets nightly

Ran DOD Wipe Tool (Kill Disk) to erase 24-48 re-deployable/ disposal HP computers and Cisco Routers/ Switches nightly

Kept equipment operational by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs.

Maintained a safe and clean working environment by complying with procedures, rules, and regulations.

Titles: Assistant Systems Administrator (04/4/14 – 05/02/14)

Location: Federal Defender, 601 Walnut St., Suite 545 West, Philadelphia, PA 19107

Duties:

Assisted in the installation of VMWARE (View 5) an Add-On feature that allows users save data upon exiting or logging off a VM device

Work hours were 1st Shift

Performed Server Admin duties, troubleshot and resolve issues with server hardware and/or software, backed up error logs, application faults and errors and other technical issues on Dell Edge 2900 Server

Ran SYSPREP to capture images and upload them to an Image Server in preparation for PXE booting to image new laptops and desktops

Rebuilt a Windows Server 2008 for Re-Imaging

PXE Re-Imaged 26 Lenovo ThinkPad Laptops and 3 Lenovo Think Centers

Utilized an asset management tool called WASP to procure new hardware

Unmounted moved to another floor then re-racked and configured 2 Dell Edge 2900 Servers

Created and configured a VMWARE test VCENTER server, a VIEW COMPOSER server, a VIEW CONNECTION server and 2 Windows 2008 R2 servers

Assisted the onsite Assistant System Administrator with various IT related tasks and daily functions

Reactivated SPICEWORKS (an asset management tool) to assist the company in defining, configuring, mapping, and creating a valid DHCP SCOPE to add-on 150 new IP addresses to the environment

Titles: Level 3 Desktop Engineer (06/16/13 – 02/07/14)

Location: TD BANK, 17000 Horizon Way, Mount Laurel, New Jersey

Duties:

Monitored and resolved the Incident ticket queue via SDM (Service Desk Manager)

Work hours were 1st Shift

Resolved AO (Application Object) related problems via Novel – CONSOLE ONE

Updated, configured, and created desktop policies (GPO’s)

Reimaged Lenovo M-series desktops via SCCM

Advertised and pushed packages and OS’s via SCCM to remote and local user devices

Viewed ADUC user logs, SCCM error logs, Microsoft Office 2010/ 2013/ 365 error logs and resolved findings as level 3 desktop support engineer.

VM LAB Assistant – Unit Testing, Integrated Testing, System Testing and User Acceptance Testing and flash back VM’s

Proficient in various LAN/WAN technologies, (DNS - Joined Assets (PC and MAC) to Domain Name Server, configured workstations on Domain Name Server (created users/ profiles/ folders), issued FLUSH DNS command.

DHCP - Added IP Addresses to DHCP Pool, resolved duplicate DHCP conflicts, released/ renewed DHCP addresses

SMTP - Manually entered SMTP’s to launched SKYPE for Business and Outlook 2010/ 2013/ 365 to resolve Exchange Server related issues

TCIP - Assigned static TCP/IP addresses to printers, added workstations to a subnet mask, resolved various IPv4 and IPV6 issues by modifying the NIC properties

Utilized VSPHERE to create, configure, evaluate, and assign VM machines to LOB, BSA and BA software analyst for PAT (Production Acceptance Testing).

Evaluated and upgraded multiple VM machines from XP to EDGE 2.1

Unlocked user IDs’ and moved machines between departments and containers via AD (Active Directory)

Restored Trusted Rights to machines, domains, and web links for user accessibility

Titles: Level 2 IS Support Analyst (01/02/13 – 04/05/13)

Location: Independence Blue Cross, 1901 Market Street, Philadelphia, PA 19103

Duties:

Built Windows XP and Windows 7 computers using an IBC image pulled down from IBC’s network.

Work hours were 1st Shift and Night Shift

Performed PC Migrations and Upgrades from Windows XP to Windows 7

Pushed IBC Global Applications to newly imaged box via SCCM Console

Rack/Stack/Cabling

Monitored, repaired, and re-submitted application packages via SCCM Client

Viewed various application crashed error logs and gave findings to Tier 3 personnel to assist in problem resolution.

Ran RADIA CONNECT to pull-down added applications outside of the SCCM push

Performed IBC’s QA procedures in accordance with IS policy standards on pre-deployed Desktops and Laptops

Supported several hundred end-users, local, remote and WAH (work at home) users

Assisted in the deployment and end-user support of WYSE (Thin Client) for WAH (work at home) users and Microsoft Office 2010/ 2013/ 365.

Added user entitlements to AD via MEMBERS OF Tab (i.e., SW_xxxxxx)

Performed hardware and software break fixes utilizing SCCM Client, Windows Remote Desktop Assistant, RDP, VNC, AD and USMT

Performed Level 2 Customer Support, face-to-face, local, and remote access via VNC, RDP and C$

Performed Inventory Management by updating deployed, pre-imaged, application pending, work in progress, asset removal and asset replacement via HP Asset Management Tool

Updated, re-assigned, placed in a pending status and closed-out incident tickets via HPSM 7.11 and HPSM 9.3

Performed various user hardware and software updates, swaps, moves and configurations between 1700 Market St., 1901Market Street 1500 Spring Garden St

Created, updated, and collaborated in putting together SOP’s (standard operation procedures) to better assist the team in resolving the various hardware and software issues in the IBC Information Systems environment

Resolving incident tickets or escalating them to other support entities (i.e., Level 3, Back Office, Network, AV, or IMS)

Supported 500-1500 users via phone support utilizing Citrix, VNC and Windows Remote Desktop Protocol (RDP), approximately 25-75 resolved phone issues daily depending on the extent of the problem

Responded to emails via REMEDY and MS Outlook 2007/2010

Provided after hours and weekend remote on-call phone support

Titles: Tier 2 IT Support (07/03/12 – 12/05/12)

Location: Comcast Cable Communications Center, 1701 John F. Kennedy BLVD, Philadelphia, PA 19103

Duties:

Provided IT Supported for several thousand users local and remote VIP and Executive Level Support

Work hours were 1st Shift

Provided IT Inventory asset management, documentation and control via applications called REMEDY, PMG and ERACENT

Responsible for providing accurate Inventory control for all IT related hardware, over 200-300 individual pieces of equipment weekly, (HP P3015 and HP 4700-PRINTERS, DELL E642’s, E6430’s and E6230’s, MAC PRO’s, MACBOOK PRO’s and MACBOOK AIR’s

Developed and maintained procedural documentation to track all computer equipment, software and hardware upgrades and inventory asset

Contact this candidate