Desktop Administrator

Craig Sherwood

Brook Park, OH *****

Cell: 440-***-****

Email: ***.******@**********.***

PROFESSIONAL SUMMARY

Skilled and organized Help-desk/Desktop Support professional with considerable experience implementing, upgrading and supporting devices and users in a variety of networks and environments. SOFT SKILLS: Detail oriented, excel in communicating and working with users and technical staff. I’m collaborative, I like to be challenged and have a strong desire to continue learning new skills. TECHNOLOGY SUMMARY

Networking: Epic Infrastructure, Cisco Unified Communications, SCCM, AD, HPDM, Entra ID, Azure AD, MECM, Cisco L2 Switches, VMWare, Docker Containers, HPDM, PDQ Deploy, Lansweeper Security: CrowdStrike, Sophos, Kaspersky, Fortinet FortiGate, pfSense Imprivata, HIPAA Ticketing Software: ServiceNow, ZenDesk, Zoho, HP ServiceManager Server: Linux Ubuntu Server, Windows Server

Operating Systems: Windows 7 – 10, Linux Ubuntu, HP Thin Client, MacOS 9+, iOS, Android Clinical Applications: AllScripts, EPIC EMR Software Applications: MS Office, MS 365, Skype for Business, MS Teams, SharePoint, Cisco WebEx, VNC, TeamViewer EXPERIENCE

LEE JET INC. 01/24 – Present

IT Specialist

Work directly or through Recruiting Firms to provide IT support for deployments from infrastructure to help desk including Asset Management, Imaging, Deployment, Training and Support of new procedures and applications on part-time contract roles.

These roles have included the provisioning and decommissioning of servers, routers and switches.

Life-cycle upgrades of desktops, laptops and mobile devices while managing Asset Management.

Currently working toward Systems Administration and Machine Learning, open to part-time and full-time contracts or full- time employment.

EMERSON ELECTRIC – Elyria, OH 08/22-10/23

IT Specialist (Contract)

Troubleshoot device, application, connectivity and networking issues including remote connectivity, configuration and functionality for laptops and mobile devices using Intune.

Maintained Active Directory through AD and Azure AD to provide access to servers, websites and databases along with moving, adding and removing users and equipment.

Managed devices using the in-house asset management tools for tracking and assigning equipment. Managed inventory including imaging and data backup from mobile devices to laptop and desktops.

Deploy desktops, laptops, and mobile production devices.

Managed setup, configurations and support for VoIP. Designed and deployed network modifications (installation, connection, configuration and access).

Resolved user issues related to network access for servers, databases,firewalls and sub-nets/VLANs. Environment: 100-250 Users, Manufacturing Facility: ServiceNow, Entra ID, VLANs, Subnets, Cisco Phones, Intune, SCCM, Epic Cloud Infrastructure, Cisco WebEx, MS Teams, CrowdStrike, Sophos, Cisco Unified Communications, Epic Infrastructure, Active Directory, Azure AD, MECM, Crestron A/V Systems, Barco ClickShare, VNC, VMWare MEDICAL MUTUAL – Brooklyn, OH 04/22-06/22

Desktop Support (Contract)

Troubleshoot desktops and laptops for on-site and remote users. Coordinate user moves throughout the site.

Administered asset management for users and equipment. Deploying new devices and coordinating data backup and wiping of machines as needed to fulfill add, leave and move requests for users. Environment: 300-450 users, Standard Office Site – Windows 10, ServiceNow, Active Directory, Data backup, MS Teams, SharePoint, CrowdStrike, SCCM, Crestron A/V Systems, Sophos, Barco ClickShare, HIPAA HAHN LOESER PARKS, LLC – Cleveland, OH 12/21 - 03/22 Desktop Support Specialist (Contract)

Supported users with hardware and software issues which included printing and network issues.

Imaged and deployed new computers. Coordinated backups and data wipes of old PCs. Trained users on new software packages and workflow procedures for new users. Environment: 100-150 users, Law Firm – Windows 10, Windows Server, Active Directory, Asset Management, MS 365, iManage, SharePoint, MS Teams, CrowdStrike, Custom A/V Systems, HIPAA CLEVELAND CLINIC – Canton, OH 04/21 – 10/21

Deployment Manager (Contract)

Coordinate project plans and activity with the Project Manager and the Desktop Administrator to convert Canton Mercy Hospital from the Vincent Charity Hospitals domain to the Cleveland Clinic Foundation domain.

Coordinate deployment of new equipment and domain transition with department heads, managers, supervisors, vendors and infrastructure to solicit cooperation and resolve transition issues.

Provide users with technical support for computer problems.

Supervise deployment team and coordinate deployment plan with deployment team.

Prepare and review operational reports or project progress reports. Direct daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines.

Consult with users, management, vendors, and technicians to assess computing needs and system requirements.

Evaluate deployment, image, configuration process and work with the IT Technicians and Managers to fix improve and streamline the deployment process.

Environment: 300-500 users, Hospital – Windows 10, CrowdStrike, Imprivata, ServiceNow, Epic EMR, PDQ Deploy, AD MYERS INDUSTRIES, INC (Randstad) 06/20 – 10/20

Help Desk Analyst (Contract)

Supported users and provided troubleshooting for devices through ticketing system.

Coordinated on-boarding of new employees including the imaging and configuring the PC.

Created and managed Active Directory and asset management accounts for devices and users.

Created and coordinated new centralized off-boarding process with HR including the backup of user's data and the reallocation of computer equipment for other users and possible EOL decisions through asset tracking.

Assisted in deployment projects including printers and computers both desktop and laptop.

Managed licensing projects for Office 365 to ensure that users had the needed Office 365 had the licenses and also had the Office 365 software installed on their computers. Environment: 150-250 users, Office/Warehouse – Windows 10, Asset Management, AD, CrowdStrike, Foritinet FortiGate, Data Recovery/Backup, MS 365

UNIVERSITY HOSPITALS (Staffing Solutions Enterprises, Inc) 01/20 – 03/20 Deployment Technician (Contract)

Coordinated with Desktop Manger the testing, deploying and upgrading the credit card system throughout all UH Hospitals and Family Care facilities. Coordinated the training of the Desktop Support staff at all the facilities on the new software and equipment including the reconfiguration of the existing UH systems. UNIVERSITY HOSPITALS (Randstad) 06/18 – 10/19

Desktop Engineer (Contract)

Parma Hospital One UH Project:

Analyzed and deployed UH equipment in conversion of Parma Hospital to UH equipment and network.

Assisted network team in activating new drops

Created, tested and deployed Downtime PCs crucial for patient care during power outages

Elyria Medical Center and Ashland Medical Center

Assisted Desktop Support team in troubleshooting network, desktop, laptop and VDI issues with mobile medical carts and thin clients.

Northern Ohio Heart (NOH) Project

Managed the conversion from NOH to UH equipment and network.

Deployed equipment and would troubleshoot any issues in each location.

Maintained inventory and assignment of UH equipment to NOH locations. Environment: 500-1000 users, Medical Facilities – Windows 10, Imprivata, VoIP, AD, Asset Management, SCCM, AllScripts, HP Thin Clients, HPDM, CrowdStrike, MS Teams, MS Office, HIPAA EDUCATION

CLEVELAND STATE UNIVERSITY – Cleveland, OH 1999

• UNIX: Advanced Concepts • UNIX: System Administration • UNIX: Network Administration BRYANT & STRATTON BUSINESS INSTITUTE – Parma Heights, OH 1993

A.A. Microcomputer Systems Management

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