IT Systems Administrator with Cross-Platform Expertise
Resume:
Thomas Jacobs
Wilmington, DE
**************@*****.***
Summary of Skills:
• HARDWARE: Microsoft Surface-3 & 4,Microsoft HUB, Dell-HP Desktops, Toshiba Laptops, Asus Laptops, Lenovo Laptops, Dell Laptops, Thin Client Dell WISE and HP T620, Apple iPad Tablets,, BLOOMBERG Terminal, WOW Healthcare Rubbermaid medical carts,
• MDM Applications: Airwatch, Hub. TeamVeiwer. Verizon Manager, Field Force Manager, Xora, AirWatch, MobileIron, Cisco CallManager v 10, Verizon TeleNav, GPS Navigator Version 2.1
• MAINFRAME: IBM MVS System/370 and 390, IBM AS 400, DEC VAX local and via Emulators.
• ADMIN TOOLS: Active Directory, WSUS, SCCM, Services, Unix VI Editor, Windows RegEdit.
• Virtualization Applications: Citrix Metaframe, Azure
• LITIGATION Applications: iManage, File Site, Worksite, IDOL, EMM.
• NETWORK TOOLS: TCP/IP, DNS, DHCP, Tracert, Ipconfig, Ping, Nslookup, Netstat, Pingpath, TeamVeiwer, Bomgar, Remote Desktop, Intel LANDesk, HP Openview, and PuTTy Juniper-Junos OS, Dameware, Pulse Secure, Ivanti
• Encrypted Applications: Windows BitLocker, Sophos SafeGuard Encryption, Symantec Desktop Encryption
• Messaging Applications: Microsoft Exchange 2000-2016, Office 2000-2016, Office 365. Novell GroupWise 2014, Microsoft TEAMS,
• Point of sale Applications: Shopkeep, TouchBistro, & Clover Systems
• FINANICIAL Applications: IManager, DRIpro, Micro pal, Factset, Datastreams, FirstCall, Reuters, Bridgestation, Business Objects, Bloomberg, DataStream FIMS, FMC Recon v4.0/5.0, ID Master3.0, Lexis-Nexis7.0, Morningstar Principia,
• Healthcare Applications: Epic Ambulatory, Allscripts
• Mutli-Media Applications: Adobe Photoshop 3/4/5.5, Dreamweaver, Macromedia Flash, Platinum 4.0,
• Messaging Applications: WebEx, Lotus Notes6.0,Outlook 2016,Office365,MS Exchange 2000-2024,Microsoft SharePoint 2007-2024.
• SERVICE DESK Applications: Heat, Remedy, CA Unicenter, Service Desk, Jira, KACE and ServiceNow.
• MDM/Telecom Applications: Airwatch, Hub. Teamveiwer. Verizon Manager, Field Force Manager, Xora, Air Watch,MobileIron, Cisco CallManager v 10, Verizon TeleNav, GPS Navigator Version 2.1 and TIMS
• Operating Systems: IOS, Android, Windows OS, Mac OS, UNIX Sun Solaris
• IMAGING Applications: Ghost imaging software, IC3 imaging software, Casper Suite /Jamf
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NYC –HRA-DSS
august 2021 TO PRESENT
New York, NY
IT Service Desk Support (REMOTE)
Troubleshooting Office suite applications
Regularly review, create, update documentation
Forward tickets requests to the correct department if it does not pertain to my IT Functions or limitations
Resetting user passwords in Windows and Azure AD
Managing profiles/accounts in AZURE Active directory
Troubleshooting 3rd party media applications
Managing profiles/accounts utilizing Windows Domain Active Directory
Azure Administration for application access
Provide telephone and Email tech support concerning Hardware, Software, Network and VOIP issues
-Incident Ticket routing and reporting to appropriate resources.
-Regularly review, create, update documentation
-Strategic problem solving
-Implementation, upgrades, management, and
-Troubleshooting of computers perform installations, maintenance, troubleshooting, and repair
--Ability to multi-task
Supporting end user Mobile devices via AZURE-MFA
Configure VPN utilizing Pulse Secure/IVANTI on MAC and WINDOWS
Office 365 support troubleshooting Cloud storage mirroring
Remove and Add Users utilizing Active Directory
Troubleshooting AS400 connectivity thru Attachmate emulators.
Pushing Application invites and link via Azure/MFA
Updating profiles/ accounts in AZURE
Assisting Users remotely at configuring their MAC and Windows for VPN Sessions.
Penn Medical
Philadelphia, PA
April 2021 to Sept 2021
IT Service Desk
Responsibilities:
• Remove and Add Users utilizing Active Directory
- (Untilizing Sonicwall & Meraki).
Azure Administration for application access
• Imaging PCs and Laptops for both Single sign Imprivata and conventional Windows enviorment.
-Incident Ticket routing and reporting to appropriate resources.
-Regularly review, create, update documentation
-Strategic problem solving
-Implementation, upgrades, management, and
-Troubleshooting of computers perform installations, maintenance, troubleshooting, and repair
-Priding one self with world-class End User,Client Support and customer service
-Actively participate in project management
-creative problem solving skills
-Advanced knowledge of Microsoft operating systems
-Incident management
-Ability to multi-task
• Installing 3rd party applications in reference of Mobile device management (MDM) solutions
• Configuring Network Drives for end users via script editing or drive mapping tools.
• Configuring Barcode scanners on Desktops and Medical Carts aka WOW
• Out on the field to upgrade both hardware and software deployments involving Windows 10
• Configure BIOS from Legacy to UEFI for Windows 10 upgrades
• Configuring network printers for EPIC and Windows environment
• Troubleshooting Office suite applications
• Troubleshooting 3rd party media applications
Thomas Jefferson Hospital
Philadelphia, PA
Feb 2020-April 2021
Windows 10 Migration Desktop-Service Desk Support
Responsibilities:
• Utilizing Asset Registration for hardware Inventory
• Troubleshoot and support of IBM QWS3270 mainframe emulator connectivity to Win7 and Win10 client.
• Imaging PCs and Laptops for both Single sign Imprivata and conventional Windows enviorment.
• Installing 3rd party applications in reference of Mobile device management (MDM) solutions
• Configuring Network Drives for end users via script editing or drive mapping tools.
• Configuring Barcode scanners on Desktops and Medical Carts aka WOW
• Out on the field to upgrade both hardware and software deployments involving Windows 10
• Configure BIOS from Legacy to UEFI for Windows 10 upgrades
• Configuring network printers for EPIC and Windows enviorment
• Usage of Migwiz for File Transfer
• Remoting into Thomas Jefferson's hospital, university and outside public client’s computers to troubleshoot their issues with connecting to onsite hospital applications.
• Imaging Desktops and Laptops for Windows 10 Migration
• Office 365 support troubleshooting Cloud storage mirroring
• Remove and Add Users utilizing Active Directory
• Installing 3rd party applications
• Out on the field to upgrade both hardware and software deployments involving Windows 10
• Configure BIOS from Legacy to UEFI for Windows 10 upgrades
• Configuring OUTLOOK email for user PST/OST Settings.
• Configuring network printers.
• Troubleshooting Office suite applications
• Troubleshooting 3rd party media applications
Delaware State Police
Dover,DE
Network Tech /Service Desk/Windows 10 Migration
August 2019- March 2020
Responsibilities:
• Troubleshoot and support of IBM QWS3270 mainframe emulator connectivity to Win7 and Win10 client.
• Utilize management solutions such as KACE to research software status a script
Progress.
• Imaging Desktops and Laptops for Windows 10 Migration
• Execute Mobile phone enrollments on Android and iPhones
• Reset password in Active Directory
• Installing 3rd party applications
• Configure BIOS from Legacy to UEFI for Windows 10 upgrades
• Configuring OUTLOOK email for user PST settings.
• Configuring network printers.
• Troubleshooting Multi-media applications
• Troubleshooting Outlook personal mail folders aka PST files
• Troubleshooting 3rd party media applications
• Coordinating Helpdesk appointment for police officers to troubleshoot patrol car laptops and CAMS
PEU /HRA/DSS division- MAYOR/City of New York
June 2018 to June 2019
Desktop LAN Support / IT Service Desk Support
Responsibilities:
• Support and managing telecommunication IPO and Mobile Device Management (MDM) mobile hardware via Verizon Web app for enrollments for both Android and IPhone in conjunction with Airwatch. In addition, configuring email on the devices.
• Configuring DHCP Server
• Configured and deployed encryption to all laptops in the company (550-600) at once as a project (laptops were previously unencrypted).
• Used Utilizing Service Now and Jira ticketing system
• Worked on a Print Server, adding and removing printers and permissions.
• Managed and monitored the LAN/WAN Network with the help of tools such as Simple Network Management Protocol (SNMP) and packet analyzers such as Wire shark.
• Performed Mobile Device Management utilizing Meraki MDM.
• Toned out lines to switches to ensure connectivity, assisted installing cables/ports.
• Installing, configuring, supporting and maintaining physical and VM Windows Servers
• Remote MDM support utilizing Teamveiwer software on Android 7-8 mobile phone
• Tested and install custom Mobile applications created thru BlackBerry Dynamics SDK Integration
• Remote MDM support utilizing Teamveiwer software on Galaxy 7&8, iPhone
• Configured mobile iPhone for Outlook email
• Installing LAN network component worked on imaging of Laptops/PC*s.
• Image workstations with Windows 10 following a build guide, install applications, coordinate testing with the application owner, follow up with non-responders as needed and troubleshoot issues.
• Installing LAN network components
• Use Microsoft System Center Configuration Manager (SCCM) with User State Migration Tool (USMT) to install base Windows 10 images onto new computers
• Transfer all user data to the user's new computers
• Tracking and renewing licenses for software and equipment
• Monitoring LAN performance
• Creating network redundancy and backups
• Install and manage network security software and hardware
• Troubleshoot connectivity to network drives
• Windows Server 2008 & 2012 and Active Directory administration
• Troubleshooting AS400 connectivity thru Attachmate emulators.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor, venders or other technical staff.
• Managed Smartphone Applications via Airwatch
• User data migrations to new Laptops and Desktops in Windows 7 and 10 platforms
• Activate and De-activate User accounts in Active directory
• Reset passwords in Active directory
CBS-Showtime
April 2018 to June 2018
IT Desktop Support / IT Service Desk Support
Responsibilities:
• Support and Troubleshoot Office 2016 and 365 calendars
• worked on imaging of Laptops/PC*s.
• Image workstations with Windows 10 following a build guide, install applications, coordinate testing with the application owner, follow up with non-responders as needed and troubleshoot issues.
• Installing LAN network components
• Use Microsoft System Center Configuration Manager (SCCM) with User State Migration Tool (USMT) to install base Windows 10 images onto new computers
• Transfer all user data to the user's new computer
• Trouble shooting wireless AP and Wireless Routers
• Managed the Mobile devices thru TIMS
• Remote MDM support utilizing Teamveiwer software on Android 5 mobile phone
• Support and managing telecommunication IPO and Mobile Device Management (MDM) mobile hardware via Verizon Wasp for enrollments for both Android and IPhone in conjunction with Airwatch. In addition, configuring email on the devices.
• Symptoms: Apple computer experiences odd behavior(s) while in use and/or during boot up.
• Provide Tier 1 help desk support for CBS users to report incidents and make service requests for services and applications in Windows 7 and 10 platforms
• Experience setting up, troubleshooting and supporting Mac OS, Windows OS, iOS and Android
• Basic understanding of network concepts
• Assist troubleshooting and setup of VoIP and mobile phones/devices
• Setup Mac/Windows hardware with corporate software titles for new hire provisioning
• Manage hardware and software resource assets via Service Desk
• Ensure customer satisfaction through continued status updates and follow-up
• Providing Access to drives
• User data migrations to new Laptops and Desktops in Windows 7 and 10 platforms
• Upgrading IManager application
• Troubleshooting IBook-MAC OS remote connectivity Windows 7Desktop via Citrix
• Activate and De-activate User accounts in Active directory
• Added Computers to the Domain in Active directory
University of Staten Island Hospital
Jan2018 to April 2018
IT Tech Support (Consultant)
Responsibilities:
• Trouble shooting wireless AP and Wireless Routers
• Tested and install custom Mobile applications created thru BlackBerry Dynamics SDK Integration
• Remote MDM support utilizing Teamveiwer software on Android 5 mobile phone
• Utilized/tested Office 365 Enterprise environment via MobileIron for Doctors and Reg.Nurses
• Configured Exchange email on Mobile Black berry phones for Doctors and Reg.Nurses
• Assists with upgrade implementations, application support, and network infrastructure expansions
• Provide operational support including but not limited to: remote/phone/in person: diagnosis, break/fix support, request fulfillment, how-to dialog, and project support Activate and De-activate User accounts in Active directory
• Repairing and maintaining workstations remotely. Troubleshooting PC problems and performing PC software upgrades when necessary. Testing equipment as appropriate.
• Taking calls on Helpdesk Resetting passwords via Active Directory
• Utilize Windows 10 settings in regards to launching updates, Cortana and Wi-Fi upon Medical carts
• Troubleshooting scanner issues on Rubbermaid Mobile Computing Cart with mounted Lenovo Laptops in Windows 10 platforms
• Troubleshooting scanner and battery issues on Capsa Mobile Medical Carts upon mounted Lenovo Laptops.
Godiva Chocolates- Yildiz Holding/Pladis New York, NY
July 2017 to Dec-2017
IT Support Analyst (Consultant)
Responsibilities:
• Installing LAN network components
• Service Desk Plus for issue and problem resolution/ticket management/software management/system health reports.
• Configuring DHCP Server
• Installing, configuring, supporting and maintaining physical and VM Windows Servers
• Execute Mobile phone enrollments on Android and iPhones
• Tracking and renewing licenses for software and equipment
• Monitoring LAN performance
• Upgrading network software
• Upgrading network hardware
• Install and manage network security software and hardware
• Utilizing Sccm for patch managements
• Support and managing telecommunication IPO and Mobile Device Management (MDM) mobile hardware via Verizon Webapp for enrollments for both Android and IPhone in conjunction with MobileIron. In addition, configuring email on the devices.
• Remote MDM support utilizing Teamveiwer software on Android 5 mobile phone
• Managed the Mobile devices thru TIMS
• Trouble shooting wireless AP and Wireless Routers
• Serving as the first contact between the IT Department and the end user community.
• Troubleshooting iManage integrated PDF, word and emails in the litigation dept.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor, venders or other technical staff.
• Assists with upgrade implementations, application support, and network infrastructure expansions
• Provide guidance, coordinate training, and evaluate performance of subordinate support staff
• Follows documented workflow and established standards to resolve routine and newly reported issues
• Identifies IT productivity issues and provides troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents
• User data migrations to new Laptops and Desktops
ConED, Brooklyn New York
May 2016 to June 2017
LAN Admin/Service Desk Analyst (contract)
Responsibilities:
• Password issues / Unlock Active Directory Accounts
• worked on imaging of Laptops/PC*s.
• Image workstations with Windows 10 following a build guide, install applications, coordinate testing with the application owner, follow up with non-responders as needed and troubleshoot issues.
• Installing LAN network components
• Configuring DHCP Server
• Use Microsoft System Center Configuration Manager (SCCM) with User State Migration Tool (USMT) to install base Windows 10 images onto new computers
• Transfer all user data to the user's new computer
• Installing LAN network components
• Tracking and renewing licenses for software and equipment
• Monitoring LAN performance
• Upgrading network software
• Upgrading network hardware
• Creating network redundancy and backups
• Ensure continuity in the event of network failure
• Install and manage network security software and hardware
• Utilizing SolarWinds RMM for patch management
• Tested and deployed Barcode Scanner with Bluetooth - Made for iPhone, iPad, iPod Touch and Android
• Setup MOBILE printing environment with Lexmark, HP and Xerox printers
• Configured Exchange Outlook email via Mobile Iron on Android phones
• Managed the Mobile devices thru TIMS
• Participate in the patch management process and deployments of Security patches to Windows servers.
• Perform any required software deployments via SCCM or manual process upon request
• Support Mainframe Attachmate software emulators on Client region.
• Upgrade BIOS and device firmware on the IBM, HP, Cisco, and Dell servers.
• Assist with monitoring and troubleshooting issues on servers; provision and decommission physical and virtual servers where required.
• Participate in the patch management process and deployments of Security patches to Windows servers.
• Perform any required software deployments via SCCM or manual process upon request
• Support Mainframe Attachmate software emulators on Client region.
• Upgrade BIOS and device firmware on the IBM, HP, Cisco, and Dell servers.
• Assist with monitoring and troubleshooting issues on servers; provision and decommission physical and virtual servers where required.
• Run network cabling in Server Room Location
• Edit automated scripts that were allocated to Web base applications
• Install and troubleshoot Client bases Citrix issues.
Service Desk/Desktop Support Local and Field YMCA
New York, NY
April-2016 to May-2016
Responsibilities:
Supporting multiple YMCA facilities throughout the five boroughs
• Troubleshoot and support of IBM AS400 connectivity to Win7 client
• Office 365 support troubleshooting Cloud Drive mirroring
• Execute Mobile phone enrollments on Android and iPhones
• Remove and Add Users utilizing Active Directory
• Blackberry support, e-mail configuration and activation via Verizon App
• Configuration, support and troubleshoot VOIP Cisco Phone via Call Mgr App
• Trouble shooting hardware connectivity utilizing LAN Toner and Probe devices
• Hardware/Software troubleshooting and support on Laptop and Desktop
• End-User Support Remote and Onsite
• Utilizing Remote Desktop, SCCM and Bomgar remote tools to resolves remote client issues
• SCCM installations and software verification.
• Monitor, Track, Update Respond to client/end user calls, record issues and thrive for resolution.
Help Desk/Outlook Specialist Migration - (contract) (ISS) Integrated Support Strategies @ (NYCHHC Central Office)
August 2015 – Mar2016
Supporting multiple HHC facilities throughout the five boroughs
Responsibilities:
• Email Migration support and training (Outlook 2013)
• MobileIron E-mail configuration Iphone-5, Android
• Hardware/Software troubleshooting and support
• End-User Support Remote and Onsite
• SCCM and Bomgar remote tools
• SCCM installations and software verification.
• Active Directory Support
• Monitor, Track, Update Respond to client/end user calls, record issues and thrive for resolution.
• Use of Remedy Ticketing – for email migration issues
Desktop Support REFRESH–Windows 7 Migration sp1 (contract) Royal Bank of Canada NYC
May2015-August2015
Responsibilities:
• Utilized Transcend Migration Email software for Messages folders, Address and calendars
• User account setup and security administration
• Deploying Windows 7 Duplicate using Altiris 7.1
• Researching SCCM for software policies.
• ESD Enterprise Service desk ticketing system
• SCCM installations
• Adding and removing nodes from AD / Domain.
• User data migration
Desktop Support -Email Migration & Application Installation (contract) NYC New York-Presbyterian/Univ
Nov2014-Feb2015
Responsibilities:
• Resolving Bit-Locker issues resulting from MAC BOOK parallel installs. **
• MAC OS 10 .10 Yosemite support***
• Casper 8.6 lite imaging ***
• Assisted with configuring VLAN for VOIP and Computers on Cisco Switch Catalyst 3560**
• Assisted with configuring VPN on the Cisco 2911 Router
• Positioning Windows 7 Image using Microsoft Deployment Toolkit 2013
• MobileIron E-mail configuration Iphone-5, Android
• Respond to client/end user calls, record issues into our trouble ticketing system and thrive for resolution.
• Utilized Transcend Migration Email software.
• ESD Enterprise Service desk ticketing system
• Utilized software Kernel for GroupWise to Exchange to migrate GroupWise mailbox to PST
• Migrated Messages folders, Address books, Calendars and Tasks
• Communicating with software venders in regards of updates and installations.
• Installing Parallels Desktop for Mac
Desktop Support-REFRESH-Window 7 Migration (contract) NYC New York-Presbyterian Hospital
April 2014-Sept 2014
Responsibilities:
• Utilized software Kernel for GroupWise to Exchange to migrate GroupWise mailbox to PST
• Assisted with configuring VLAN for VOIP and Computers on Cisco Switch Catalyst 3560**
• Assisted with configuring VPN on the Cisco 2911 Router
• Troubleshoot and provide technical support on desktop, server and network hardware, software and mobile devices
• Implementing Windows 7 Image using Microsoft Deployment Toolkit 2013
• Migrated Messages folders, Address books, calendars and Tasks
• Using Adobe Creative Suite version 11, creating PDF files via WORD and JPG
• Resolving Bit-Locker issues resulting from both hardware and 3rd party applications.
• Investigating and Performing Bio updates on HP Desktop computers.
• MAC OS 10 .7 Lion, 10. 8 Mountain Lion support
• Deployed and Refreshed XP HP Desktop computers to Windows 7 OS.
• Saving and restoring end users files.
• Responsible for installation and support of desktop hardware and software.
• Troubleshooting hardware peripherals such as printers, scanners etc.
• Configuring peripherals for Citrix applications.
• Researching SCCM for software policies.
• Adding and removing nodes from AD / Domain. ***
• User data migration
• Configuring Reflections emulator for AS400 connection.
• Provide support over the phone, email, and remotely, using third party remote control software
Education
• High School Grad,
Some College – Skyline College San Bruno, Ca
Additional Information
Microsoft cert mcse
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