Desktop Support On-Site
Resume:
MICHAEL RAMSEY
New Orleans, La
*************@*****.***
PROFESSIONAL EXPERIENCE:
Tulane University New Orleans Uptown Campus through Kelly IT Services
July 2021 to Nov 2024
AV Group Classroom/Desktop Support
End-user support to employees/clients/students utilizing Extron Audio/Video signal controller switch and TeseriaForte Audio Biamp switch.
End-user support to employees/clients/students of Microsoft Office 365 suite encompassing repair, modifying app, troubleshooting file archiving, and license renewal.
Supporting Extron software programs used in the classrooms to interface with virtual teaching, learning, and Zoom conferencing.
HMIS database support, file association issues, mobile device support, desktop, and laptop support. Resolving Outlook employee related issues.
Win10 migration projects: inspecting and installing cable and ports for various connections for audio and video devices.
Active Directory duties: pw change support, resolving user profile issues, unlocking accts (users and devices), group policy additions, and device naming supported in AD.
The AV Group is also responsible for installing Extron Signal Switches and associated devices (transmitters/receivers); adjustments to Extron devices when needed.
Rebuilding, testing, and inspecting classroom podium AV audio/video system and devices as requested.
AV successfully communicated w/various vendors and other campus departments when issues arose that affected classroom and pc operations.
Daily use of Service Now to document resolutions of IT issues.
The AV Group is responsible for inspecting the performance, installation, parameters, and cabling connections of the UPS in various buildings and classrooms of the university.
Tulane University New Orleans Uptown Campus through Kelly IT Services June 2019 to April 2020
Desktop Support Analyst
Tier II help desk end-user workstation and software support for on-site locations and satellite offices.
Experience with Service Now, BMC Remedy, and other ticketing systems.
Software support (client pc image build, Win7 and Win10, Apple MAC support) hardware analysis
(network printer infrastructure support), workstation configuration, asset e-cycle management.
Ability to implement, upgrade, and maintain existing and new systems.
Basic understanding of Active Directory as it relates to user accounts, security, and distribution groups.
Creating devices and OUs in Active Directory; removal of equipment and users.
Supporting SCCM on-site production: moving deployable devices to managed depts. as needed using
SCCM management console.
Service Now on-site work ques monitoring.
Knowledge of LAN, WAN, and Wireless networks.
Tulane NOC support. Experience with routers, firewalls, switches, wireless APs, and other networking
Technologies.
User password support.
Assist IT Manager with assigned projects as needed and requested.
Service Corporation International through Adroit Partners, Inc. June 2018 to March 2019
Desktop Engineer / Helpdesk Analyst
Installation of Meraki MX65 and MX64 Firewalls MS220 Switches and MR42 AP’s.
Win10 migration projects completed.
Supervision of technicians on-site installing devices and providing tech support for the configuration of
devices.
Providing support to sites and location on the SCI network and monitoring of device operations on the
Cisco Meraki DashBoard.
Working with ISP providers to connect to internet/network devices and proper configuration to connect
to firewalls, switches, and Ap’s.
Providing help desk to users once firewall has been installed.
P & G through Randstad Technologies February 2018 to May 2018 Infrastructure / Printer Support Analyst
P&G Plant: Alexandria, La – 78 printers.
P&G Plant: Cape Girardeau, Mo. – 137 printers.
Project involved staging, installation, configuration of Xerox printers to Proctor & Gamble specs and
group policies.
Update of firmware to several printer models and installation of card reader hardware and software.
Advantage Resourcing September 2013 to February 2018
Lead Help Desk Technician
Project Sites Assigned:
International Paper Mill/Bogalusa Plant Entergy Satellite Offices
Air Products Plants
Harrah’s Casino – New Orleans and Baton Rouge Exxon Plant, Baton Rouge
Lead Helpdesk Technician assigned for client support as needed.
End-user workstation and software support for on-site locations and satellite offices.
Software support (client pc image build, Win7 and Win10 support), hardware break-fix support,
workstation configuration, asset e-cycle management.
Worked with several vendors to repair, replace, and support equipment for conference rooms throughout the building.
Supported Java scripting for users using JABBER in active and virtual machines/servers.
Lenovo desktop/laptop support.
Supported Single Sign-On for remote users and VPN accts.
Supported SQL during Enterprise Image Build (relevance of certain files or folders present or removed
when necessary).
Solid understanding of OSI or TCP/IP model.
Supported network performance monitoring and network analytical tools.
Complete support for over 1000 end-users.
SmartPrint System used to manage the network printers used by Met Life.
Troubleshooting WIN7 and Win10 OS. Manage, troubleshoot & repair HP LaserJet & MFP devices
(local & networked).
In charge of printer warranty repair work through local contracted repair firms; IP management (network
switch & printing devices).
Support (client pc image build), hardware break-fix support, workstation configuration, asset management, and network support are part of daily responsibilities.
EDUCATION / CERTIFICATIONS
Xavier University,
Business Management Major Southern University New Orleans, Computer Science Major
UNO Technology Vocational Center A+ and N+ computer training CompTIA
HP MFCP OL Certification (Printers) Dell Customer Service Certification TWIC Card Holder
Lexmark MFP Certifications Currently pursuing Cisco Certification Certified Cisco Meraki Network Operator
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