Desktop Support It Infrastructure

Raykal Stafford, Virtual Desktop Infrastructure Engineer

Arlington, 76014, Us, 682-***-****, ******.**********@*****.***, https://linkedin.com/in/raykal- stafford-70b37a189

SUMMARY Dynamic Virtual Desktop Infrastructure (VDI) Engineer with over 6 years of comprehensive experience in desktop support, system administration, and project management. Expert in deploying Windows 10 environments and troubleshooting VMware and Office 365 issues. Proven track record of enhancing operational efficiency through effective management of IT logistics and user support, demonstrated by successful deployment of multiple applications in corporate settings. Prepared to leverage technical expertise at any forward-thinking organization looking to optimize their virtualization infrastructure.

WORK EXPERIENCE

08/2019 – Present SR Analyst, Virtual TechRX CVS/Aetna Arlington Spearheaded the startup and closure of Aetna locations to streamline operations.

Resolved user tickets related to hardware, software, and networking using Service Now.

Guided customers in installing applications and computer peripherals to enhance user experience.

Diagnosed and troubleshot issues by asking targeted questions, leading to faster resolutions.

Executed lease replacement deployments and managed upgrades to the Windows 10 environment.

Conducted tests to diagnose and troubleshoot network issues encountered by customers.

Troubleshot and repaired desktop and laptop issues related to VMWare. Facilitated cross-training programs (Buddy System) between CVS and Aetna employees.

Oversaw project management for startup projects at Aetna locations, ensuring timely completion.

Executed desktop duties and provided comprehensive troubleshooting for O365.

Trained CVS technicians on Aetna's IT protocols and best practices. Participated in management meetings to discuss procedural improvements and training efficacy.

Assisted management with various duties, including payroll and Service Now ticketing processes.

Coordinated with the facilities manager to ensure effective vendor traffic management.

Compiled reports and daily statistics on coworker progress for performance evaluations.

Performed senior-level Active Directory duties and escalations. Managed system administration tasks, including server maintenance and upgrades.

01/2017 – 06/2019 IT PC/Desktop Support/Field Technician, CVS Health Little Rock Traveled to 30 CVS Retail locations to service hardware and provide remote support.

Configured and repaired laptops and desktop computers, ensuring optimal performance.

Diagnosed and resolved hardware issues, including comprehensive builds and software installations.

Serviced POS (Point of Sale) registers, self-checkout systems, printers, PCs, thin clients, and other peripherals.

Provided desktop support to office personnel to enhance productivity. Troubleshot and repaired desktop and laptop units effectively. Imaged and configured new and existing desktops and laptops for seamless use.

Executed desktop support responsibilities for desktop units across various locations.

Prepared and imaged new desktop PCs using Ghost Imaging software. Resolved hardware and software issues, improving system functionality. Rolled out Microsoft Office across the corporate environment successfully. Supported users with desktop printing issues, ensuring minimal downtime. Provided support for both PC and Mac platforms.

Replaced failed hardware components in desktop units efficiently. Delivered telephone and remote desktop support for remote users. Addressed network products and connectivity issues proactively. Collaborated with neighboring teams to manage workload effectively. Was on-call for high-severity issues during weekday evenings and rotating weekends and holidays.

05/2016 – 12/2016 IT Logistics Manager, PDS Tech (Contract role) Jacksonville Coordinated with facilities management to oversee daily vendor traffic efficiently.

Processed IT materials using inventory control software, ensuring accurate tracking.

Installed, repaired, maintained, and upgraded Apple desktop and notebook computers as required.

Built and deployed Windows 7 images using Automated Installation Kit

(AIK) and Microsoft Deployment Toolkit (MDT).

Diagnosed and resolved issues across various brands of desktops, laptops, and tablets.

Configured Windows 7/8/10 workstations, including Office 365 and other essential software.

Performed Windows installation and imaging for laptops and PCs effectively.

Built and configured computers and laptops utilizing networking resources. Distributed materials to the appropriate work areas and classrooms as necessary.

Installed, connected, updated, and tested VM hardware while removing obsolete materials.

Processed materials in accordance with the U.S. Government's Plant Clearance Automated Reutilization Screening System. 04/2016 – 04/2016 Desktop Support Technician III, Robert Half Technologies Conway Diagnosed and repaired various computer components, providing recommendations for upgrades.

Installed and repaired printers and scanners to ensure operational efficiency.

Troubleshot or replaced PCs, laptops, printers, and telecommunication devices.

Conducted virus and malware removal services for various client devices. Resolved issues with various tablet models (DELL, LENOVO, HP, APPLE) effectively.

Provided comprehensive hardware, peripheral, and software support, including repairs and upgrades.

Assisted in the installation and maintenance of IT equipment across multiple clients.

Built and configured custom and branded desktop and laptop machines based on client specifications.

Diagnosed and resolved hardware and software performance issues proactively.

Communicated site activities via the client's SharePoint platform for optimal collaboration.

Unboxed and installed wireless routers and access points to provide connectivity.

Troubleshot connectivity issues with laptops and routers connecting to the internet.

Decommissioned equipment upon project completion, packaging items for return.

Performed general desktop duties and troubleshooting for Office 365 applications.

10/2015 – 11/2015 PC Refresh Technician (Refresh Project), Comp U com - INSIGHT GLOBAL

Little Rock

Upgraded computers from Windows XP to Windows 7, enhancing system efficiency.

Replaced hard drives and complete units as necessary for optimal performance.

Troubleshot and performed software updates to ensure system integrity. Demonstrated proficiency in diagnosing PC and printer issues effectively. Analyzed PC and printer problems to facilitate swift resolutions. Gained experience working within Active Directory for user management. Operated within Windows 7 and 10 environments to support user needs. Uploaded software to desktops, laptops, and tablets for user access. Deployed Windows 7 and 8 across laptops, desktops, tablets, printers, and scanners.

Managed asset tracking efficiently to maintain inventory accuracy. Repaired and maintained leased return equipment, ensuring functional standards.

Provided remote support and customer service via phone and live connections.

Resolved hardware, software, and application issues for all users within the project.

Facilitated troubleshooting of network connectivity issues effectively. Managed printer and scanner setups for user convenience. Performed device maintenance and repairs for various equipment types. Assisted in break-fix procedures for laptops, desktops, printers, and scanners.

Performed desktop duties and managed Office 365 functionalities. Oversaw project management of new retail store implementations. 07/2013 – 05/2015 Desktop Support Technician/System Administrator, PALADIN CONSULTANTS, Little Rock, AR Windstream

Little Rock Arkansas

Provided essential support for PCs and laptops across the organization. Managed remote printer administration and Active Directory tasks efficiently.

Serviced printers and print servers to ensure reliable operations. Supported printer functionality within the Kronos environment, enhancing workflow.

Assisted the facility manager in addressing escalated customer complaints effectively.

Handled password resets and troubleshooting tickets with diligence. Responded promptly to service calls regarding local and nationwide printer issues.

Compiled monthly meter reads for accurate billing submissions. Maintained Field Replaceable Units (FRUs) on-site for immediate availability.

Handled helpdesk calls as a Xerox service agent, providing user support. Executed desktop support duties efficiently, ensuring operational consistency.

05/2003 – 07/2013 Desk Side Support Tech, STAFFING AGENCIES LITTLE ROCK Served as a Customer Service Representative, providing exceptional support.

Fulfilled Administrative Assistant duties, enhancing office effectiveness. Acted as Receptionist, managing front desk operations and customer interactions.

Managed Accounts Receivable functions, ensuring financial accuracy. Oversaw Accounts Payable processes, supporting vendor relationships. Assisted in management roles, contributing to team efficiency as an Assistant Manager.

Functioned as an Analyst I and II, performing data analysis and reporting tasks.

EDUCATION

10/2016 – Present PARK UNIVERSITY

Na, Information Systems

Jacksonville

01/2008 – 12/2010 PULASKI TECH

Non, Accounting Courses

North Little Rock

08/1990 – 12/1993 LINCOLN UNIVERSITY

0, Computer Science courses

Jefferson City

09/1988 – 05/1990 CENTRAL COMPUTERS UNLIMITED HIGH SCHOOL High School Diploma

Kansas City

SKILLS Helpdesk Desktop Support

Mac Support Management

Admin support PC refresh

Project Management PXE

Windows OSX

HP Dell

Laptop Desktop Computers

Telephone Systems/Polycom Video Conferencing

DHCP DNS

SMTP POP

IMAP TCP/IP

VMWare Azure

Windows XP Windows 7

Windows 10 Windows 11

MAC Desktops

Laptops Servers

iPad iPhone

Androids Printers

Cisco VPN client Microsoft Teams

Microsoft Office Suite Word

Excel Perfect

PowerPoint Quick Books

AS400 VM

Dell Servers HP Servers

IVR System SQL

Linux Data Entry

Accounts Receivable/Payable Billing

AS400 Scheduling Dispatcher

Network Drive Mapping HP/Cisco Servers/Remote Kronos environment Access

Device Manager/Agent Xerox Device Manager

Citrix XenApp

LAN environment Active Directory PCARSS

Desktop Training O365

SCCM Zscaler

Windows 1 AIK

MDT POS

Ghost Management

Customer Service Communication skills

Training

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