Desktop Support Service Delivery

Michael J. Reahl

** ***** **** **********, ** ***20

516-***-**** E-mail: *********@*********.***

**/**** – Present Downstate Tech Lead Analyst Service Delivery

Nationalgrid / NSC Global / Atos

NYS lead for 8 Support Analysts Upstate and NYC 5 Boroughs, Nassau and Suffolk Counties.

Intune, SCCM, AirWatch, Gas Business Enablement applications 1400+ users.

Executive support, Offsite conferences. Video conferencing Polycom and Cisco.

Lytx drive cam support / installation. Lenovo/Dell Desktop / laptops. Panasonic Toughbook’s.

Migration Lead Win 7, 10, 11 for 2200 users. AD, Office 365, Azure. I phone / I pad support.

Performed complex installations, support upgrades and Telephony / Computer integration, requiring broad and expert knowledge of PC hardware, software and LAN technologies.

04/2014 – 05/2018 Tech Ops / Infrastructure Engineer III

Novartis Pharmaceuticals / Rackspace US, Inc.

Client-Facing Tier II, III support corporate and GMP laboratory LAN.

Worked with vendors IBM, HP, Xerox, Cisco and Verizon to resolve hardware and network issues.

Support Avaya, Cisco VoIP phones. HP, Cannon network printers, Zebra, remote connectivity.

MS Office 2013, 2016 and 365. Migration Win 7 to 10. Support iPhones and iPads.

Information Security, Support upgrades. Dell, Lenovo and HP. Lab support Lims, Empower.

AD, group policy. Server 2009, 2012 and 2016. Remedy for incidents, remote user support.

Symantec antivirus / backup exec. SCCM, PowerShell Ghost, Acronis, One Drive, setups / moves.

08/2007 – 03/2013 Network Administrator / Desktop Support

Endo Pharmaceuticals / Interphase

Install and support servers, AD / Share Point file and folder permissions. Desktop & server validation.

MS Office 2007, 2010. Migration Win XP to 7. Support Citrix, BlackBerry, iPhones and iPads.

Service Now. Imaging with Ghost / Acronis. Video conferencing Tandberg and Polycom.

04/2005 – 08/2007 Network Administrator / Support Lead

The Mortgage Zone

Support 500 users at multiple sites Nassau and Suffolk Counties NY.

Support for servers, desktops, Avaya VoIP phones and printers.

Manager for five support reps. Desktop imaging, rollouts, upgrades and moves.

12/2003 – 04/2005 Migration Lead

Estee Lauder / Select Solutions

Migration lead of 25 Desktop Support Associates

6500 users 8 State Migration NT 4.0 to XP Professional.

POS system upgrade and setup for 45 open to public locations in 4 states.

08/2003 – 11/2003 Deployment Lead

ESPN, Summitt Technologies

500 user migration NT 4.0 to XP Professional

Wireless networking, end user support, AD network files and applications.

Nassau Community College, Uniondale, NY, 11553

Business Administration and Computer Science.

Empire State University Westbury, NY 11568

Bachelor of Science

Certifications

CEH, Microsoft MCP, Cisco CCNA, Novell CNA, A+, NETWORK+ and ITIL Foundation, Microsoft Azure Fundamentals.

Contact this candidate