Desktop Administrator with Enterprise IT Expertise

Jacob Berardi

*********@*****.*** 484-***-****

PERSONAL SUMMARY

Proficient Desktop Administrator with extensive experience in managing and troubleshooting hardware and software. Expertise in Communication Management and VoIP environments, along with strong knowledge of network protocols and server maintenance. Demonstrated ability to enhance system performance and improve user experience through effective problem-solving and timely support.

SKILLS:

-Expertise in Vmware technologies - Proficient in Zendesk & Five9

-Knowledge of Avaya System Manager - Knowledgeable in OpenVPN

-Technical support on-site & remote - Experienced in Auditing/Documentation

-Expertise in Microsoft Office products - NVIDIA DLS Licensing

-Proficient in 10zig Configuration/Management - Experienced in Oracle JD Edwards

-Expertise in HappyFox’s Ticketing System - Cisco DUO Administration

-Expertise in ManageEngine Endpoint Central - Expertise in iGLASS

-Print server management, assembly & configuration - Tridium Niagra Enterprise experience EXPERIENCE:

Desktop Administrator - Pencor Services Inc. Palmerton, Pennsylvania February 2023-Current

- Executed software and networking troubleshooting, performing installations and repairs to ensure system reliability remotely & on-site

- Conducted full-scale hardware installation/upgrades for different offices including Thin Clients, Desktop setups, and Mac PC’s

- Responsible for troubleshooting, coordinating, and responding through Happyfox’s HelpDesk system with over 30,000 tickets & 2,000 users

- Configured Avaya Workspace clients and managed Avaya System Manager effectively for over 1,200 endpoints. Provided mobile device repair services & configuration through with over 270 Apple & Android phones

- Performed printer & scanner management, including troubleshooting & installation with Epson, Canon, Brother, Konica Minolta

& HP

- Utilized ManageEngine’s Endpoint Central for discovery, scope of management, user administration and OS deployment

- Monitored/configured virtual machines through vSphere & Horizon’s Connection Server including desktop pools, remote entitlements, event logging and maintenance tracking

- Documented instances/solutions based on discovery through hands-on troubleshooting & remote sessions

- Coordinated & participated in multiple company impactful projects Primary projects included:

Active Directory Migration - Migrated our previous domain to a corporate domain, creating our own & separating from a branched forest domain

MS365 Migration - Migrated all of our company from On-Prem MS products, over to the cloud while continuing to integrate SSO across the infrastructure

VPN Work from Home Printing Solution - Configured over 50 VPN devices with Epson printers through OpenVPN, to enable users to be able to print from their virtual machines at home & scan to their emails H.323 to SIP Phone Conversion - Assisted in converting our H.323 trunks to SIP trunks & configuring all of our desk phones to use SIP protocol

EDUCATION: Lehigh Carbon Community College, Schnecksville PA Associate in Applied Science Computer Information Systems August 2020-May 2022 CERTIFICATIONS/PORTFOLIO:

-Linkedin: https://www.linkedin.com/in/jacob-berardi-5a91251a9/

-Studying for Sec+ & Net+

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