Tier II Desktop Support & Migrations Expert
Resume:
Nathaniel E. Howard Jr
Demonstrated skills and competence in building a great rapport with customers and business partners that allowed me to facilitate, coordinate, organize and prioritize the successful execution of tasks My expertise is in Break/Fix, operating system installation and support, Exe. White Glove Service,software installation and support, network setup and support, conferenc room setup with cisco and Apple Ipads,data migration, imaging, backup strategies, TCP-IP, printer repair and maintenance.
CORE COMPETENCIES
●Microsoft Exchange Servers
●Result Driven
●Critical Thinking Networking
●Excellent communication skills
●Active Listening
●Broadband/Bandwidth
●Negotiation
●Problem Solver
●Team Building
●Time Management MS Windows 7
●MS Office proficient
●Routing Protocol
●Analytical
●MS WIN 7,10
●Agile Methodologies
●Azure
●Customer Service
●Leadership
●Mainframe/SAP
●IMAC moves
●Break-fix
●MAC OS/Support
●Microsoft Intune/MDM Support
●Printers
●Migrations/ Refreshes Service-Now-ITIL
●Asset-Management.
●Active Directory
Basic Networking Support
EDUCATION & CERTIFICATIONS
US Air Force 1986 - 1991 AMS (Avionic Tech)
The UNIVERSITY OF MARYLAND (via United States Air Force)
Bachelors Degree Computer Electronics
Associates Degree in Logistics Management
Electronics Certification (Kessler AFB, Mississippi) Office 365.
CompTIA A+, Net+, Microsoft MCP, and MCDST
PROFESSIONAL EXPERIENCE
Dallas County/22nd Century
Dallas,TX
February 2026-Present
Desktop Tier II TECH
●Performed Windows 11 Migration/Refresh for End-Users of Dallas County Courts
●Installed software via SCCM, Intune
●Applied SCCM expertise and utilized Intune for efficient system migrations and support.
●Setup of printers for users and transfer of data
●Maintained anti-virus software
●Performed remote support, and helpdesk support after migrations.
●Logged all activities, tracked numbers, issues, and updates in SerbiceNow and SharePoint
●Updated all user profiles in Active Directory after migrations
●Maintained computer software, configuration management software, desktop/laptops communications software, and internet directory services
●Supported desktop/laptop setup and software configuration
RAYTHEON/ARTECH
Dallas-Mckinney,TX
Aug 2024-Nov 2025
Desktop Tier II Tech
●Performed Windows 10 Migration/Refresh for End-Users on site
●Installed software via Altiris, VPN,
●Applied SCCM expertise and utilized ServiceNow ITSM for efficient system management and support.
●Setup of VOIP phone for users and transfer
●Maintained anti-virus software
●Performed remote support, and helpdesk support after migrations.
●Created RSA Hard and Soft tokens for each user thru outside vendor for service
●Logged all activities, tracked numbers, issues, and updates in Remedy and SharePoint
●Updated all user profiles in Active Directory after migrations
●Maintained computer software, such as configuration management software, desktop communications software, operating system software, and internet directory services
●Supported desktop/laptop setup and software configuration
NARA /AGOVX INC. National Archive Record Center - St. Louis, MO Mar 2024 - Aug 2024
Desktop Tier2 Support
●Performed Windows 10 Migration/Refresh for End-Users on site
●Installed software via Altiris, VPN,
●Applied SCCM expertise and utilized ServiceNow ITSM for efficient system management and support.
●Setup of VOIP phone for users and transfer
●Maintained anti-virus software
●Performed remote support, and helpdesk support after migrations.
●Created RSA Hard and Soft tokens for each user thru outside vendor for service
●Logged all activities, tracked numbers, issues, and updates in Remedy and SharePoint
●Updated all user profiles in Active Directory after migrations
●Maintained computer software, such as configuration management software, desktop communications software, operating system software, and internet directory services
●Supported desktop/laptop setup and software configuration
CITIGROUP MORTAGE/PEAK SYSTEMS
Saint louis, Missouri
Desktop Support Tech
Sept 2023- Jan 2024
Refreshing all pc's.
ServiceNow Ticketing System
●Win10/11 Support for all Work onsite and at Home End-Users at site
●Imaged and Installed software via SCCM
●Using SCCM experience, Performed ServiceNow ITSM updates as needed
●Setup of Thin Clients, laptops’ VPN for all end-users and remote users before their move to home
●Supported anti-virus Software
●Remotely supported all devices after migrations
●Created CyberArk Hard and Soft tokens for each user through outside vendor for service
●Updated all users’ profiles in Active Directory after Imaging
●Inventoried all out of warranty pcs and laptops for disposal after upgrade or replacement
●Analyzed, troubleshoot, break fix and resolved hardware, software and peripherals issues Printers (HP, Canon).
●Some shipping/Receiving of user’s pc’s and laptops
●Responsible for all incoming Inventory scan and update in ServiceNow.
Cognizant/Anheuser-Busch Inbev
Sept 2022- March 2023
Desktop Support Tech
Saint louis, Missouri
●Win7/10 for all Work for End-Users at site
●Imaged and Installed software via SCCM
●Handled all printer issues that required immediate repair (paper jams and printer resets); changed toner and drums, reported all major repairs and maintenance to printer supplier company.
●Worked with troubleshooting, break fix, Canon printers/plotters, including laser and inkjet and DesignJet. Cleared paper jams, changed toner, added paper and calibrations.
●Using SCCM experience, Performed ServiceNow ITSM updates as needed
●Setup of Thin Clients, laptops’ VPN for all end-users and remote users before their move to home
●Supported anti-virus Software
●Remotely supported all devices after migrations
●Created RSA Hard and Soft tokens for each user through outside vendor for service
●Updated all users’ profiles in Active Directory after migrations
●Inventoried all out of warranty pcs and laptops for disposal after migration.
●Usage of ITAM Asset Software
●Usage of ServiceNow to update and create all tickets in system.
Genpact /NET2SOURCE INC
July 2021 – July 2022
Saint louis, Missouri
End-User Computer Engineer/ Level I/II Deskside Support
●Leverage Smart Deploy for our new Imaging solution
●Perform automation using PowerShell Scripting
●Imaging Windows MDT through PXE and the NW
●Cisco Switching knowledge with 18 VLANs, 6 IDF’s, 1 MDF as well as two DMarks (1 10GB link through ATT and 1 10GB link through Verizon, as well as two MPLS’s pointing to two main Data Centers for Genpact
●Help with the integration of our 16 Video Conference rooms with Citrix WebEx/Blue Jeans/Skype Video Conference
●Maintain Windows Server 2012 R2, Windows Server 2016
●Break/Fix Desktop’s, Laptop’s and Server’s
●Sanity checks through Active Directory ensure users and machines are set up with the right security groups and distribution lists for job functions and ensure users are in the correct OU’s
●Image PCs through Windows MDT with custom-built Wim Files
●NW Troubleshooting from VLAN Config, port config, DHCP pool optimization, DHCP load balancing
●Assist in the creation and testing of Multiple VLANs, verified port status, and handled UAT testing. Both 802.1X and Sticky Mac Protocols were enabled on all switches for Project
●Azure AD migration from traditional DCs to Azure-based Domain
●Support 2200 users, 2200 RSA Hard Tokens, 2700 YubiKeys, 60 iPhones in a 24 / 7 Environmentg7
●Manage assets using tools and software: Citrix VDI, VMWare Horizon Version 5,6,7, VMWare Workspace One (AirWatch Client), Teradici PCoIP, Absolute Console, Tanium Unified Endpoint Management & Security, AirWatch MDM, Azure AD, Office 365 Licensing
●Support mixed environment of domain and workgroup machines
●Supported Good for Mobile as well as AirWatch and Outlook on both Apple and Android products
●Work with back-end teams for Proxy issues, network issues, server issues, and Domain issues.
●The environment is mixed between traditional proxy and zScaler Cloud-based proxy support
●Supported PCs encrypted with both Safe boot and BitLocker, as well as set up and deployed both safe boot and BitLocker to various PC’s
●Support Wi-Fi network with multiple Aerohive WAPs deployed through building radius-server authentication
●Assist with backend teams with the configuration of new switches, routers, firewalls for build-out of site and expansion of the site. Work with Cisco and Palo Alto products
●Diagnose issues and handled warranty claims with various Vendors PC’s, Video Conferencing rooms, TVs throughout the site with HD Base T signal
●Fix discrepancies between SEP Client & the Back-End Server, Tanium Client, and Back End Server
●Assist End users in setting up and configuring Juniper Client, Cisco Any Connect, and Palo Alto Global Protect VPN clients
●Manage and respond to incoming tickets via Helpmate, and ServiceNow, Zoom, Skype for business
Anthem Blue-Cross Blue-Shield/ARTECH LLC
Sep2020 - June 2021
Saint louis, Missouri
ITIL Service Desk Analyst
●Maintained ITAM procedures and processes for effective hardware lifecycles
●Performed change management and evaluation of new hires, terms, and local users
●Released, deployed and, managed all IT hardware
●Break/fix, troubleshoot with HP, DELL desktop, laptop, hardware, software. Performed troubleshooting and provided break/fix support for printer repairs, replacing rollers, fuser, and replacing maintenance kit.
●Performed service validation and testing of such
●Serviced assets and configurations
●Maintained knowledge management database
●Was responsible for all incoming and outgoing IT Hardware shipments
●Created Excel spreadsheets as well as updated the Master
●Was responsible for all inventory hardware life cycles
Waste Management/Diversified Management
February 2020 – August 2020
Saint louis, Missouri
IT Field Analyst
●Was responsible for IT issues in all 14 Sites within the region
●Maintained Active Directory, Hardware, and Software plus inventory
●Imaged/ upgraded new hires PCs, tablets, VOIP, printers, etc.
●Performed remote end-user support by phone support
●Maintained network connections, alarm connections onsite
●Maintained truck scales calibrations and Fastlane software for weighing waste from trucks
Charter/Spectrum/Robert Half
March 2019 – February 2020
Saint louis, Missouri
IT Lead Desktop Support Tech./Windows 10 Refresh
●Was responsible for the refresh upgrade of 3200 pcs from Windows 7 to Windows 10 upgrades on all users’ devices
●Made appointments with users to setup processes with ServiceNow
●Performed data backup and info of all licensed software
●Handled all printer issues that required immediate repair (paper jams and printer resets); changed toner and drums, reported all major repairs and maintenance to printer supplier company.
●Imaged pcs and performed upgrades of RAM and HDD according to the set standards
●Supported end-users after the migration was completed
●Updated ServiceNow with status and completion of the process
●Was responsible for techs assignments as Windows 10 was solely for my contract only
Breckenridge Material Netsource Inc
April 2018 – February 2019
Saint louis, Missouri
IT Desktop Support Tech /Migration
●Was responsible for all Windows 10 upgrades on pcs and tablets on every site
●Provided technical assistance to end-users for desktop computers, mobile devices, software, peripherals, and network issues across a range of Windows 10 platforms.
●Responded to support requests via phone, email, or onsite incident management through ticketing system (Spice Works), as well as provide remote monitoring and troubleshooting via configuration management tools
●Administered onsite support for all 38 sites
●Coordinated with IT and Information Security staff to facilitate support for the infrastructure, data, and communication needs
●Maintained documentation on all IT departments and information security processes
●Ensured all concrete ready-mix sites were up to par as needed
Express-Scripts/Insight Global
October 2017-March 2018
Saint louis, Missouri
IT Security Analyst
●Planned and implemented security measures and identity authorizations for users
●Conducted internal and external audits of users’ accounts
●Defined, implemented, and maintained corporate security policies
●Conducted reviews of user accounts that were unknown, terminated, or still active
●Maintained and researched all authorized use data
●Conducted Identity Access Reviews, and User Access Reviews
●Built spreadsheets to record all activities in SharePoint
St. Louis University /Robert Half
August 2017 – October 2017
Saint louis, Missouri
Walk-Up Desktop Support Tech
●Supported desktop/laptop in school IT Lab for all faculty and students using Windows 7/10
●Actively supported all issues such as school logins, resets, and printer setups
●Was responsible for all IT equipment in the lab
●Used ServiceNow ITSM and phone support as needed
●Setup of Android and iPhone and Tablets for users emails as needed
●Performed virus removals and anti-virus installs
CIGNA/ATOS
May 2017 – August 2017
Saint louis, Missouri
Desktop Support Tech
●Win7/10 Migration/Refresh for all Work at Home End-Users at site
●Imaged and Installed software via SCCM
●Using SCCM experience, Performed ServiceNow ITSM updates as needed
●Setup of Thin Clients, laptops’ VPN for all end-users and remote users before their move to home
●Supported anti-virus Software
●Remotely supported all devices after migrations
●Created RSA Hard and Soft tokens for each user through outside vendor for service
●Updated all users’ profiles in Active Directory after migrations
●Inventoried all out of warranty pcs and laptops for disposal after migration
Enterprise Holdings Inc/KELLY MITCHELL
October 2016 – April 2017
Saint louis, Missouri
Installation Tech
●Win7/10 Migration for End-Users at all 5 sites 5100 end-users
●Install software via SCCM, and image
●SCCM experience, ITSM, Service Now updates as completed.
● Setup of VPN for all end-users and remote users before their move to another site
●Anti-virus Software
●Remotely supported all devices after migrations
●Created RSA Hard and Soft tokens for each user through outside vendor for service
●Updated all user profiles in Active Directory after migrations
●Inventoried all out of warranty pcs and laptops for disposal
Scottrade Inc./KELLY MITCHELL
September 2016 – October 2016
Saint louis, Missouri
EUC analyst
●Monitored the operations of the IT procurement and inventory functions
●Maintained records and databases containing info for licenses, warranties, and SA
●Performed cycle counts of all IT Hardware and Software assets
●Shipped and received all IT hardware and setups for technicians
●Tracked all products as needed
●Purchased ordering and confirmations
Bank of America/ROBERT HALF
June 2016 – August 2016
Saint louis, Missouri
ATM Network Analyst
●Responded to all problem reports, monitored, evaluated, and reported all network device performance issues
●Managed the network monitoring systems which included various networking, data center, server operations, data warehousing, telecommunications, security, and database units
●Managed the stability of the ATM Network for Bank of America which consisted of 16,000 ATMs
●Was responsible for performance management, coaching, and associate satisfaction
●Resolved routine issues regarding operations, setups, error messages, online transactions, system status, and downtime procedures, etc.
●Ensured user satisfaction by providing preventative maintenance, troubleshooting, and quickly resolved routine problems
●
Express Scripts/INSIGHT GLOBAL
July 2015 – March 2016
Saint louis, Missouri
Desktop support/Windows 7 Migration
●Windows 7 migration for End-Users on site
●Installed software via Citrix App Store, VPN, End-user support
●SCCM experience, Remedy, ITSM, ServiceNow
●Setup of VOIP phone for users and transfer
●Performed Anti-virus Software maintenance
●Installed and troubleshot MS office 2013/office 2010
●Performed remote support, and helpdesk support after migrations
●Maintained computer software e.g., configuration management software, desktop communications software, operating systems, and internet directory services software
●Updated all users’ profiles in Active Directory after migrations
●Loaded Windows 7 images via SCCM on all laptops and desktops
CVS/ATOS
February 2015 – April 2015
Saint louis, Missouri
Window 7 Migration Lead Technician
●Performed Windows 7 Migration for End-Users on site
●Installed software via Altiris, VPN, Citrix support
●Used SCCM experience, ServiceNow ITSM
●Setup of VOIP phone for users and transfer
●Maintained anti-virus software
●Performed remote support, and helpdesk support after migrations.
●Created RSA Hard and Soft tokens for each user thru outside vendor for service
●Logged all activities, tracked numbers, issues, and updates in Remedy and SharePoint
●Updated all user profiles in Active Directory after migrations
●Maintained computer software, such as configuration management software, desktop communications software, operating system software, and internet directory services
●Supported desktop/laptop setup and software configuration
AmerenUE/ROBERT HALF
July 2014 – February 2015
Saint louis, Missouri
Desktop Support Coordinator
●Provided day-to-day support for employee desktop-computing issues which included requests for technical assistance via phone using Active Directory, Service Now ITSM, VPN Citrix support, and MS Exchange
●Configured and installed desktops and laptops for new hires and created accounts for enterprise, and business applications
●Created, changed, and deleted user accounts per request in Active Directory
●Assigned and scheduled all Field Techs on services to sites every week
●Gathered all information from Field techs for sites being upgraded and switched over to new services and sent this info to vendors (AT&T and Verizon) for the switch over
●Assisted all Field Techs on connection issues as they occurred with vendors via email or phone
●Was responsible for all inventory reports for all departments, sales reports, IT assets reports, roll-out reports for each site
●Attended client meetings and assisted with the determination of project requirements
●Assisted the project manager in the drafting and issuance of project proposals, RFP’s, tenders, budgets, and preliminary schedules
●Prepared project organization and communication charts with vendors
●Chaired site meetings and distributed minutes to all project team members
●Tracked the progress and quality of work being performed by design disciplines/trades
●Used project scheduling and control tools to monitor projects plans, work hours, budgets, and expenditures
●Effectively and accurately communicated relevant project information to the client and project team
●Ensured clients’ needs were met in a timely and cost-effective manner
●Reviewed field inspection reports from consultants throughout the lifecycle of the project
●Issued contracts, Letters of Intent, Purchase Orders, etc.
●Maintained Contract Execution Tracking Log
●Assisted the PM in the review of Contractor quotations to ensure that only fair and reasonable pricing was recommended for approval
●Tracked & managed contemplated change notices and change orders in the database
●Prepared substantial completion certificates and ensure all required project closeout documents were obtained
●Communicated ideas for improving company processes with a positive and constructive attitude
●Kept the Project Manager and others informed about project status and issues that may impact client relations
Westinghouse Electric Co. /MASTEC
February 2014 – May 2014
Saint louis, Missouri
IT Site Desktop Coordinator
●Performed Windows 7 migration for End-Users on site
●Maintained computer software, such as configuration management software, desktop communications software, operating system software, and internet directory services software
●Performed desktop/laptop setup and software configuration and support
●Upheld great Active Directory, and Citrix VPN support experience
●Performed server backups
●Maintained great SCCM experience, Service Now ITSM
●Performed setup of VOIP phone for users and transfers
●Maintained anti-virus software
Monsanto Corporation /STRATEGIC STAFFING 3
August 2013 – January 2014
Saint louis, Missouri
Desktop Support Coordinator/Lead Technician
●Performed Windows 7 Migration for Home Users
●Contacted and performed setup for 1700 home Windows 7 users’ computers
●Shipped boxes out with return labels via FedEx to users’ home
●Received PC and performed upgrades migration
●Installed software via ServiceNow, Altiris, VPN, Citrix support
●Performed remote support, and helpdesk support after migrations
●Created RSA Hard and Soft tokens for each user through outside vendor for service
●Shipped upgraded or new PCs to users’ homes via FedEx
●Logged all activities, tracking numbers, issues, and update in Remedy and SharePoint
●Updated all users’ profiles in Active Directory after migrations
Joint Venture Co /MASTEC
July 2012 – May 2013
Saint louis, Missouri
Desktop Support II/Service Desk Technician
●Provided day-to-day support for employee desktop-computing issues which includes requests for technical assistance via phone, Active Directory ServiceNow ITSM, VPN Citrix support, Exchange, and all electronically, phone or in person.
●Configured and installed desktops and laptops for new hires and created accounts for enterprise business area applications
●Installed and supported enterprise-wide applications such as Windows XP, Windows 7, MS Office 2013, Lync, and departmental business applications
●Performed hardware replacements as equipment became defective or obsolete
●Worked with technical staff during the relocation of network and PC equipment
●Diagnosed and resolved technical hardware and software issues including minimal system administration requirements and virus issues.
●Advised users on appropriate action
●Performed risk assessment
●Performed regular file archival and purge as necessary.
●Created, changed, and deleted user accounts per request in Active Directory
●Repaired and recovered computers from hardware, and software failures
●Installed new/rebuilt existing servers and configured hardware, peripherals, services, settings, directories, storage, etc. per standards and project/operational requirements
●Performed daily system monitoring by verifying the integrity and availability of all hardware, server resources, systems, and key processes that are used by outsourced vendors
●Reviewed system and application logs and managed user accounts
●Verified completion of scheduled jobs such as backups with outsourced vendors
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