Customer Service It Support

Anthony Holleran

Warren, OH ***** 216-***-**** *******.*********@*****.***

Dedicated, multifaceted Senior IT professional with 17 + years of progressive knowledge, responsibility, and accomplishment. Delivers excellence in enterprise class end user and endpoint support within production, healthcare, academic, financial, technology, and retail environments. Proactive, solutions focused, analytical, and creative multi tasker with deep knowledge of desktop systems, applications, and software delivery services. Resolves technical issues autonomously or as a key contributor in a team environment. Notable ability to interact and communicate effectively with all levels of an organization. Committed to providing the highest level of endpoint customer service.

AREAS OF EXPERTISE

Desktop and Endpoint Engineering Senior Helpdesk Support Enterprise Scale IT Support Endpoint Security

Desktop System Design/Build Operating System Management Application Management Network Connectivity

Requirements Management Integrations/Migrations Systems Administration Device Fleet Management

Backup Solutions Process Automation Imaging Root Causes Strategic Solutions Equipment Exchanges

Training/Coaching Project Management Customer Service Collaboration Scalable Solutions Team Leadership

ADVANCED TECHNICAL SKILLS

Operating systems: Windows pre 2000-2011, Windows Server OS’ pre 2000-2011, Linux Based OS’, Android,

MacOS, IOS Programming Languages/Command Line Microsoft Based Technologies/Software Printers

MS Office 365 Apple Technologies Hardware-Computing (Apple, Dell, Lenovo, HP, Google) Server Equipment

Smartphones & Tablets Networking Equipment POS Equipment SAP/ERP/CRM Software

Networking Protocols/2FA Technologies Remote Support/UEM Tools Ticketing Systems ITIL VPN Technologies

PC Migration Software Networking Tools/Reporting/Monitoring Endpoint Security Protection

PROFESSIONAL EXPERIENCE

FIELD SERVICE OPERATIONS-DESK TOP SUPPORT TECH LEVEL 2 (Contract) May 2025-August 2025

HCLTech/Goodyear, Akron, OH (Barrister Global Services Network, Akron, OH )

Provided specialized remote and in-person support for Service Desk escalated issues as a member of the 6-person team servicing ~ 25-40 tickets daily for Goodyear corporate headquarters end-users.

Achieved first call resolution in complex troubleshooting, root cause analysis, system integration, device imaging, mapping network drives, customized equipment deployment, configuration, and software installation.

Used ServiceNow (RITM, SCTASK, REQ, INC) to monitor incidents and end-user requests, fulfill requests, track inventory of computer assets for distribution, and collaborate with internal IT teams to escalate complex issues.

Troubleshooted and remedied SAP installation issues and functionality; analyzed, troubleshooted, and remedied SAP plugins within Excel.

Utilized SCCM (System Center Configuration Manager) and SCCM Client Injector to push software for customized configuration of C-Level end-users’ computers.

Used Active Directory to verify required Office 365 license levels, Organizational Units (OUs) and permission groups; facilitated end-user permission requests.

Conducted inspections and testing of peripherals and PCs; reviewed EOL status of equipment; determined decommissioning or repair status; placed internal orders for replacement equipment.

Performed shell swaps and synced files for computer replacements, ensuring installation of user data, applications, settings and programs with appropriate access, permissions, user IDs and UPNs.

Ensured iPhones complied with MS InTune policies and were updated to most recent iOS standards.

Utilized Team Viewer support tool to resolve technical issues for end-users working remotely.

Assisted the Asset Management Team with organization, backstock tracking, and current status of the vast

inventory of Tech Lab equipment.

Installed monitors and peripherals to meet user requirements at workstations throughout the headquarters.

HOLLERAN IT SUPPORT April 2024-Present

Warren, OH

Performs computer and network consulting, troubleshooting, issue resolution, repair, installation, and maintenance for individual clients and local small businesses.

Provides on-call, in-person and remote hardware and software support and consultations.

Maintains current knowledge of industry trends and evolving technology through comprehensive research and continuous professional networking.

IT SUPPORT ANALYST 3 July 2023-March 2024

Pyrotek, Aurora, OH

Installed, configured, tested, maintained, monitored, and troubleshooted user endpoint hardware and software in a production floor environment at the Aurora site manufacturing centrifugal pumps for molten metal applications.

Functioned as the liaison to 150 end users, production and staff; performed on site information gathering; received and responded to requests and incidents in person, remotely with tools, by phone, or via MS Teams.

Identified root causes and provided strategic solutions for a wide variety of problems; ensured endpoint compliance and health; imaged, built, and configured computers.

Utilized Manage Engine UEM (Unified Endpoint Management) to create, deploy and maintain CIMCO manufacturing software packages for multiple machines on the production floor.

Created, maintained and provided user permissions, managed network file share, onboarded new hires, and archived offboarded employee accounts, using ADUC (Active Directory Users and Computers) and Manage Engine AD Manager Plus; implemented disaster recovery solutions.

Utilized SOPHOS MDM to manage iPhones, pulling down build profiles to set up new iPhones for end users.

Assigned to manage the project to replace Cisco switches with Aruba switches, coordinating with the Network Team to achieve the final configuration.

Managed a key project to build profiles for Honeywell barcode scanners, using UEM tool.

Utilized UEM to create a profile and QR code for FIIX tablets (Samsung Galaxy Tab Active 3).

Composed technical guides outlining truncated procedures for building Samsung tablets.

Mentored and assisted Technicians, Level 2 and below, to facilitate skill development and productivity.

Provided Level 3 support via ServicePRO and Manage Engine Help Desk Plus systems; identified and prioritized service level requirements; thoroughly documented all transactions, detailing steps for resolution.

Monitored and tested endpoint performance and provided performance statistics and reports as requested.

SYSTEMS ADMINISTRATOR (Contract) February 2023-March 2023

AFIMAC Global, Strongsville, OH (AMR IT Solutions, Cleveland, OH)

Managed enterprise level end user account creation for EI and E3 licensure within O365 Admin for this global risk management and security solutions company.

Added end users to email distribution groups with the Exchange Online Admin Center.

Prepared Dell laptops for 500+ field employees, completing account creation and domain joining via AD.

Utilized ESET, Covalence, and MESH Network to ensure centralized server security, protection and network management.

DEPLOYMENT TECHNICIAN (Contract) October 2022-January 2023

Lake Health, OH -University Hospitals Migration Project (Strategic Systems Inc., Dublin OH)

Served over 5,000 end users at multiple campuses; migrated HP Thin, Thick, and WOW laptops to new updated equipment while incorporating propriety healthcare systems.

Coordinated with multiple teams in the field to achieve successful project execution; mentored less experienced technicians in migration project processes and best practices.

IT FIELD SUPPORT – LEVEL 2 DESKTOP (Contract) March 2022-August 2022

Novelis, Inc., Warren, OH (Go Tech Now Staffing-Closed)

Served as key point of contact and SME for Novelis Service Desk escalated issues; supported over 125 end users (production floor and administrative) at the Ohio aluminum production plant.

Supported a high volume of escalated, highly complex issues: computer, application, system, device, access, and hardware; performed Systems Administration functions as needed.

Utilized BomGar and Connectwise remote support tools to assist end users by resolving a variety of advanced endpoint error detection and troubleshooting issues.

Assisted and collaborated with Server, Network, Citrix, and Messaging teams.

Deployed laptops and desktops, imaging to the Novelis network via PXE booting units to “pull down” images.

MOBILE SUPPORT ENGINEER L2 (Contract/Remote) November 2021-February 2022

ITC Infotech/HUB International, Fort Worth, TX (Apptrics LLC. Alpharetta, GA)

Utilized Azure AD to verify registrations of over 9000 end user iPhones or Android devices.

Set up Multifactor Authentication (MFA) on end users’ mobile devices; troubleshooted issues in Azure AD, correcting user profile issues to ensure prompting for proper setup sequence on end user’s computer.

Enrolled and managed devices in the Intune Company Portal app, utilizing Microsoft Endpoint Manager/Intune.

Ensured end user access from home to HUB Citrix Portal after setting up phones with the app.

SYSTEMS ADMINISTRATOR (Contract/Remote) October 2021

Skycasters, Akron Ohio (Robert Half Staffing, Columbus, OH)

Applied and supported O365 software suite, via MS Admin Center, for user licensure and addition of new users.

Assisted with configuration and support of VMWare VSphere, VCenter, and ESXi as needed.

Utilized VMWare ESXi to create virtualized copies of physical clustered servers on premises for backup and redundancy to the cloud; utilized BaaS to ensure access, functionality, security, and data retention.

Ensured maximum up time of resources of the network via SolarWinds System/Network Admin tool suite.

ICC LEAD (Contract/Remote) August 2021-October 2021

Comm-Works/New Era Technology, Plymouth, MN (Randstad Technologies, Columbus, OH )

Collaborated daily with Field Technicians and various IT Departments via MS Teams bridge calls to facilitate a successful Intercomponent Integration project for Huntington’s Bank’s acquisition of Chemical Bank/TFC Bank.

Functioned as Project Manager on the calls to ensure Field Technicians performed conversions in compliance with Huntington IT Method Of Procedures and standards.

FACTORY OPERATION SUPPORT/SYSTEMS ADMINISTRATOR (Contract) August 2020-August 2021

APTIV, Warren, OH (Barrister Global Services Network, Hammond, LA)

Supported 300+ end users at 4 plants developing hardware/software solutions for OEM of vehicles parts; supported Dell EMC servers running Windows 2008R2, Xerox network printers and printer shares.

Project managed PC Refresh Project, a continuous effort to replace all end users’ outdated PCs.

Participated in a Data Center Racks consolidation project, collaborating with NOC team to determine equipment to be decommissioned or to remain in production.

Implemented new directives, including SD-WAN and POTS removal as well as reorganizing the IT Data Center to support new technology.

Performed VPN and 2FA troubleshooting and resolved connectivity issues via CyberArk 2FA and Okta-OAuth2.

Utilized SaaS/ SharePoint Online, O365, for reporting a variety of support functions; conducted E1 Office Licensure, utilized ServiceNow to track and record tasks’ fulfillment and resolution of ticketing issues.

Collaborated with NOC, SDIM, and Security teams in response to any emergency issues and proactive troubleshooting related to server room equipment, temperature, and device status.

Imaged ~5-10 computers daily, utilizing SCCM and resolved any imaging issues that arose.

Collaborated with internal IT teams: SCCM, AD, and VPN.

Executed daily tasks in Active Directory, managing new and current users’ password reset and moving security groups between PCs and users.

Updated IT Documentations and Helpdesk Solutions System daily; managed IT inventory; monitored functionality of 30 Xerox Network copiers and coordinated vendor repairs.

PROJECT LEAD - LAPTOP DEPLOYMENT (Contract) June 2020

First National Bank, Cleveland, OH (McPc Inc./Tek Systems, Columbus, OH)

Configured end user’s PC/Laptop to include Lenovo T495, docking station, Logitech wireless keyboard and mouse, and 2 ViewSonic 24” monitors; joined new end users’ PC to Azure AD.

Coordinated with Help Desk Team to facilitate installation of necessary printer drivers and docking station drivers in end user’s PC/Laptop (Windows 10 Enterprise based Lenovo and Xerox printer).

Set up Bit Locker, Microsoft Azure, Outlook 2016, and Office 365, Cisco Any Connect and Xerox printer functionality; ensured accessibility of Ethernet LAN and Wireless FNB networks.

DISTRICT IT PROJECT ENGINEER (Contract) April 2020

Cleveland Metropolitan School District, Cleveland, OH (JW Affinity IT, Smyrna, GA)

Ensured that 1,000s of HP and Dell laptops were updated with the latest group policies and Windows Updates to enable students to access coursework from home during COVID-19.

IT HELP DESK LEVEL II ANALYST (Contract) March 2020- April 2020

PCC Airfoils, Bedford, OH (Artemis IT, Melbourne, FL)

Provided comprehensive, quality customer support to over 10,000 PCC end users globally via incoming phone calls, email and WebHD ticketing systems.

Performed various configuration, moves, adds, and changes to ERP software Active Directory and Group Policy.

Set up numerous Virtual Private Networks for end users to facilitate remote work; collaborated with Dev Ops in the setup of profiles in Microsoft Office 365 for remote work cloud based access.

Increased efficiency and effectiveness of end user support by utilizing system administration and security tools, including Hyena, System Center Configuration Manager, CyberArk, as well as multiple Windows-based commands, RDC Man, Windows Remote Desktop connection, and various software tools.

Implemented 2 Factor authentication (2FA) via RSA Secure ID and Microsoft Authenticator applications to enable VPN login by soft key on end users’ personal mobile phones or company based phones.

HELP DESK ANALYST (Contract) October 2019-February 2020

JoAnn’s, Hudson, OH (Beacon Hill Staffing, Columbus, OH)

Provided extensive technical support to management and employees of over 865 stores nationwide.

Provided enhanced support to stores to manage control handheld scanners via SOTI Mobi Control MDM.

Ensured the integrity and up time of stores’ voice/data systems.

MDM MIGRATION PROJECT LEAD (Contract) August 2019-October 2019

Cleveland Clinic, Cleveland, OH (Tek Systems, Cleveland, OH)

Migrated iPhones for up to 7,000 end users (Administrative Staff, Physicians, Nurses) from Citrix Xen Mobile Secure Hub to AirWatch Intelligent Hub; ensured that data was not compromised or lost.

Ensured end users’ mobile devices were compliant on the network via Mobile Device Management (MDM) software AirWatch/Intune; performed MDM user profile configurations, support and functionality.

TECHNOLOGY AND SERVICES TECHNCIAN (Remote) May 2013-April 2019

Sterling Jewelers/Signet, Fairlawn, OH

Supported Salesforce ERP and performed POS troubleshooting and issue resolution for over 3000 stores.

Managed the security and on-network connection for field stores’ iPads via AirWatch MDM.

IT FIELD TECHNICIAN July 2009 – May 2013

A Hess Technology, Warren, OH.

SUPPORT/HELP DESK ANALYST (Contract) July 2009 - March 2013

United Airlines (SCCM Deployment), Lender Processing Services, Tradesmen International, Intralot, Inc., and Fox International Ltd.

EDUCATION & CERTIFICATIONS

Dell Client Foundations Certification 2021

Associate of Applied Science IT – Computer Network Systems September 2007- June 2009

ITT Technical Institute, Strongsville, OH

Associate of Applied Science In Automotive Technology June 2002

University of Northwestern Ohio, Lima OH

Self-Directed Professional Development: 2009 – Present

LinkedIn Learning Certificates of Completion

Troubleshooting IT Remote Administration September 2024

Learning Network Troubleshooting August 2024

Learning Windows Admin Center August 2024

Cloud Management with Microsoft Intune August 2024

Continuous research and study of emerging technologies, industry trends, solutions, and best practices with

particular focus on endpoint services.

Contact this candidate