Engineer Manager

JOHN CRENSHAW ********@***.***

Paterson, New Jersey 586-***-****

SUMMARY

Highly motivated professional with innovation, strong technical and communication skills in Information Technology and support. Experience Windows 7 Desktop Deployments, Active Directory with Microsoft Server 2008r2, 2008, Server 2003 and 2003r2, Windows XP, Windows 7 and Citrix Network Administration Engineering with skills in installation and usage of VMware. PC’s and Laptops configurations and hardware diagnostics an Supportive of the help desk Tier 1,2,an 3 and resolving technical issues, and continuously succeeding metrics each month. Excellent analytical skills, focused, motivated, oriented to team work. PC software installation and all levels of customer support. Technically proficient as follows:

HARDWARE PCs (Dell E6400,Optiplex 760 and IBM Lenovo)X201, T410,iMac, Mac Book Laptops, Blackberry’s, HP, Epson and Xerox printers, Ricoh, and Kyocera Mita printers, jet direct Cards, Sprint Air Cards, Dual Video Cards Setup, Dell Conference Projectors, Video Conference, Dell Servers, IBM HP Blades Server, also using WYSE Thin Client, X90m7 for laptops and Z90d7 for desktops. Configure sata and IDE hard drives, Memory and NIC Cards, External Backup Drives, APC Smart Backup and Wireless Networks,, adapted to users other software.RSA USB Token and Token Keys; HP Desktop and IBM Lenovo, HP Elite 6930. Imaging using Zenworks, Cisco and Dell hubs and switches, cabling RJ45 VoIP, Blackberry, Androids, iPhones, Tablets, iPads, SmartCards Vpn Access, RDP. Hp new Laptops Desktop models, HP2170P, HP2570P, 8470P, 8570P, 8570W, Z220 CMT, Z220 SFF, Z420

SOFTWARE Microsoft Office Suite, 2003, 2007 and Office XP, Office 2010 (Word, Access, Excel, Essbase software an Essbase Excel plugins PowerPoint, Project and Visio); Quicken; Outlook 2010, Lotus Notes 6.5, 7.03 and 8.02; Lotus 8.5 roll out; . Rational; Matlab; Microsoft Outlook; Exchange 2007; Epic software, Ellie Mae Encompass 360, Quickbooks, Ecopy, Citrix Reciever 3.1, VDI; VMware, WYSE Firmware Tools, Workstation 4,5, 6,7.14; Sun Virtual Box; Remedy ARS 5.0,7.0 Ticketing System; Unicenter ticket tracking; Remote Session using, SMS; Shawdow Citrix, Bomgar build 11.1.2;LogMeIn and Rescue, Oracle 9i;; 10g; Software Delivery Imaging using Ghost ver 8, 11,15,PC’s, BIT9, EPHD; Symantec Universal PGP WDE’ SEPM12, BitLocker, Sybase; Adobe Pro 8, 9,X; Asset Management Software - Autodesk Cad 3D Software; Symantec Desktop Firewall and Virus Protection; Cisco VPN and Juniper Remote Services Client and have more experience in other software installation. TCP/IP,TCP/IPv4, IPv6, SMTP,IMAP,DNS protocols. Internet Explorer 6, 7, 8 with service packs updates, software licenses management system and asset management. 2007 SCCM, Goverlan V7 Remote Suite, Cisco VOIP Call Manager Console, Altiris 6.9, 7.1 deployment tool, Dameware remote session, BES 4.1Sever, Service Now Ticketing System, Net IQ Active Directory. Zenwork software Push. (MDT) 2010 Update 1, USMT Microsoft Deployment Toolkit, BMC Remedy,and Sevice Now Ticketing,. Service now, Med-V virtualization and APP V, Google APPS GASMO, XenApps 5.5 Xendesktop 6, Citrix Delivery Services Consol CDC, Desktop Director, Citrix Edgesight monitor, Xen Center Server Monitoring Pool. NetScaler, Hyper-V

OPERATING SYSTEMS Windows 7Windows XP, Windows Vista,, Windows NT, Novell, Unix Red Hat, Linux. Mac OSX Lion, Snow Leopard, 10.5.10.6, Migrating OS, Symantec Data Backup Exec 12. Server 2008, 2008r2, 2003 Exchange 2007, 2010 sp1. Active Directory 2008, 2008r2, 2003 AD.

PROFESSIONAL EXPERIENCE

Sr. Desktop Symantec Endpoint Administrator July2012- Present

Corning

IBM Consulting Corning, NY

Setup Infrastructure for Corning, Migrating from SEP 11 to SEP 12RU1 MP1. Imported all Firewall Rules (6509, 3560) and Centralize Exception for SEP for Citrix and Administrator and Engineer. Importing Log files and BIT9 Whitelisting. Setting Key Core Server Policy’s Configure Service Now ODBC Driver for 32 bit, 64 bit OS Windows 7. Configure Data Source Name, and Administration, ticketing and workflow, and asset management. Windows Server 2008 Network Infrastructure configuration, Desktop Virtualization, Server Virtualization on Server 2008 Used Vsphere Client to connect to vCenter server and create virtual machines.Websense 7.1 rule and policy administration.

Qmail server configuration from open source for the support of clients mailing lists and mails and using webmail as squirrelmail

Desktop Engineer

Agilent Technology March 2012-July 2012

Santa Clara, CA

Provided Client Platform - Client security-Level 3, Domestic and International Support as a administrator with Symantec Enpoint Protection Manager Version 12.1. Setting up exception and groups and also updating virus definition and bits update. Also creating groups for exceptional scanning, and moving clients and preferred groups and push the Symantec client down to units using hpcm. Creating Group policy within Symentec Endpoint Manager and Firewall settings, and the use of ESM console, cleaning new detected viruses Worked on Enterprise Symantec Netbackup solutions and monitored total system performance, capacities and tuned NetBackup and devices. Administrator of Windows 2008r2 AD, setting up group policy, users accounts, exceptional accounts. Creating new AD structures.

Administrating, Monitoring Symantec Universal PGP WDE and creating token, and passphrase for laptops and sometimes desktop if needed. Also when user are completely down and forgot there passphrase I will send out a WRDT token so they can log back into the encryption. Decrypting hard drives when needed user have to place a ticket in so I can put in a master key to decrypt hard drive.

Fixing user encryption profile when damaged to allow user to enroll back into pgp desktop encryption to sync new password with network logon id. Also adding Exception Groups for PGP users to log in to a lap laptop using the same created user id for several users. On the client side push down version 10.2 client mp3 or mp4 client software 32 bit or 64 bit. Or it can be manually installed. And my daily use with Service now Help desksupport where I would go in and look and monitor tickets from this que where I would troubleshoot user ticketing issue on either Level 2 or 3 or P2.

Cisco Telnet Voice Team VOIP, working with remote users at their home location using Aruba Telnet Network units connecting to their router at home provided with a Cisco IP Phone 7942 model. Provided install instruction and Provisioning for the client Cisco 7942. Administer the Aruba Console to add user identification information and Mac address on Aruba unit and Cisco phone Mac address to provision the phone for the Cisco Call Center Console only for home users. Also package and troubleshoot Essbase software and Essbase plug-ins for Excel.

Administrator Quest Web base Active Role Server AD, adding users in the correct groups for access to application to be push down through HPCM or SCCM or permission to groups or exceptional installs, or adding new user to the AD and OU Org.

Testing Windows 7 recipe images and software integration for multiple software application and several laptops and desktops hardware as well.

RSA soft token or hard token configuration for user using juniper 7.01 or Cisco Vpn. for Remote Access. Either by web importing or local to activate Remote Access.

Desktop Deployment Engineer, Administrator

Residential Mortgage Services, Inc June 2011 – Feb 2012

South Portland, ME

Provided Remote support for 350 users onsite and offsite, Citrix XenApps 5.5 Xen Desktop 6.0 XenCenter Pooling is with the Xenservers it’s another way to say cluster the intention is to share resources. Deployed smart card vpn support, helpdesk support\desktop. Using ticketing system, meeting metrics for the month, Executive support SLA, Microsoft office 2003, 2007, and office 2010 support with outlook, and some Lotus Notes user support. Support user on Ellie Mae Encompass 360. Fortinet FortiGate Firewall support and Active Directory resetting users passwords, setting up new accounts and Group shares and managing organizational units. Blackberry, Android, iPhones and windows mobile support. Migrated from Exchange 2007 to Google Apps for Business with setup for synchronization for Microsoft Outlook 2010. Use Chrome Tablets for Citrix testing. Deployed XenApps 5.5, Xendesktop 6 Virtualization, I have deployed windows 7 images on HP Blade Server, and have made custom WYSE Thin Client images that install by USB key using WYSE Firm Tools. Support users by using Desktop Director, and Citrix delivery console services. Application packageing using .msi or prerecorded installation that I re-play on a XenApps Server. The new version of XanApps you don’t have to use packages its does streaming, now refer to it as a profile. Able to facilitate support for 350 users in 40 locations for a regional financial mortgage lender being remotely located 100 percent of the time.

Performed Citix desktop migration. Supported the entire Citrix environment using XenCenter, Citrix Delivery Console, Desktop Director, Logmein Rescue and Bomgar tool. Managed Citrix server 4.5 implementation and administration focused on sharing the same configuration database. IP-Based storage using distributed port groups (dvPortgroups) with dedicated uplinks for virtual segregation of DMZ and storage networks. Storage). installed and configured IBM N3300. Qmail server configuration from open source for the support of clients mailing lists and mails and using webmail as squirrelmail and monitor tools using NetScaler, and worked with Hyper-V.

Citrix Administrator, Desktop Engineer, March 2011 – June 2011

Client Coach Leather Ware 516 34 St. NY

Ghosting images from Xp to Windows7 and Office 2010 Deployment, Remediation and Assessments QA, Deploy to 2400 clients using Altiris 6.9, 7.1 Deployment software packaging and provisioning and configure users email accounts with AD and migrated user data files using Altiris PCT tools, USMT, BMC Remedy Service Now Ticketing system for the Helpdesk support, Citrix Xenapps, Soft RSA Tokens for VPN, VMware Workstation and VMware player. Mounting and running multiple OS platforms. Linux, Microsoft XP and Windows 7. Using Iso image, and VMX images mounted to load in VMware session virtualization . And edit virtual machine setting. Create teams and several virtual machines connected to private Lan segments, and installation through VMware workstations creating new images. Using smart cards for access to vpn and wireless connection in the environment. USMT Migration process. Installation of Citrix, XenApps 5.5 and Xen Desktop 6.0. provisioning apps and Helpdesk support for Citrix through Desktop Director terminating services and restarting apps.

Also provided Training assistance and Windows 7 and Office 2010 Packaging Guides. Also supported Desktop Support, installation of Microsoft products, Citrix VPN and Soft token and installation using encryption software on the laptops. Managed Citrix server 4.5 implementation and administration focused on sharing the same configuration database.

Desktop Deployment Engineer

NYPD 1 Police Plaza

Manhattan NY Sept 2010 – February 2011

Microsoft Corp 1290 6th Avenue, NY

545 Fifth Avenue - Suite 1100

New York, NY

Working with Microsoft on the NYPD 5 Borough Desktop Remediation Project Phase 1 and Phase II Deployment Team. Working with Executive support level of High level Clients such as High Ranking Officers, Captains, Sergeants, and Account Executives. VMware workstation mounting editing virtual setting and ISO, and VMX, Windows 7 Assessments and QA, Desktop Deployment and linking Access 2003 database to work with MS-Office 2010, and supported user on the new application, walking user through function on templates and macro setting, until the customer was comfortable with the new application, installation of printers, and Active Directory Policy Creation. Windows 7 Deployment of 3000 user, on Xen Apps 5.5 and Xen Desktop 6.0 using smartcards for vpn access and wireless connection in house. USMT Migration process.

July2010-Sept 2010

IBM

One Panasonic Road

Secaucus, NJ

3rd Level Helpdesk, Desktop Support, Deployment of Windows 7, Assessments and QA of Lotus Notes 8.51, Support and build of Panasonic Toughbooks and VPN on Executive Level Support. Priority I calls and Support Lotus Live. Also supported High Level user as Executives, VP’s on Helpdesk issue and blackberry support.

National Basketball Association March2009-June 2010

Secaucus, NJ and NYC, 5th Avenue

IT Helpdesk, IT Desktop Support and Deployments.

Rolling out seven hundred 9700 Blackberry units

Computer Sciences Corp., Sterling Heights, MI Feb 2000 – Sept 2009

Senior Desktop Technician Associate

Provided desktop and Helpdesk Tier II and III support services to General Dynamics Land System.

• Experienced working with scripted packages. Project Lead for PC Builds, migration and application installations, which resulted in patching units for security using deployment tool.

• Provided desktop support services to an organization of over 3000 onsite, and also remote into employees PC’s and Laptops using Cisco VPN Client to resolve remote issues.

• Conducted installs, moves, adds and changes (IMAC) activity to fulfill client’s needs in change of software, deployment of PC’s, laptops or basic refresh, if necessary.

• Consistently exceeded metrics expectations every month to meet client SLA requirements.

• Imaged workstations for standard build and engineered builds for client needs.

• 8 years experience installing and configuring Lotus Notes user id, archiving, setting up or replicating 6.5, 7.03 and 8.5 for users on travel.

• 7 years of Blackberry roll out experience. Proficient in setting up Blackberry handheld with Desktop Manager (Models: 9700, 9630, 8330, 8830, 8130 and HTC Touch Pro). Configured to sync to the BES Server for corporate Emails, Contacts and Calendar.

• Worked with teams of remediation. Deploying patches to desktops, laptop pushes, virus security patches. Set up workstations on domain, created, enabled and disabled accounts on Active Directory, which would interact with asset management software.

• Configure Quicken for web-base use and set up, organized shared contents through ECM, Templates and personal file sharing.

• 7 years supporting Helpdesk clients using Remedy ARS 7.0 Ticketing System, Unicenter,

Service Now and Computer Associate software. Met Service Level Agreement and metrics each month. Mainly worked Priority I and II client support, especially for Executive Directors and VIP’s.

• 5 years working with Active Directory Console using Windows 2003 Server while setting up user workstations and laptop accounts for security purposes.

• Logged and tracked problems while troubleshooting and resolving issues. This information was passed onto other staff members for reference through documentation.

• 8 years of provided phone support from HelpDesk using remote tools like Bomgar, Dameware, SMS, XP Remote Desktop Connection, Windows XP configuration, TCP/IP, DNS, and working with environment variables, error reporting, and system restore.

• Demonstrated excellent time management and organizational skills to the client.

• 5 years of encrypting and decrypting laptops for travel and desktop.

• Support High level support to Account Executives and VP, high level of management support on helpdesk issue, VPN, and blackberry support.

Saint Vincent’s Hospital, New York NY Apr 1998 – Jan 2000

Senior Desktop Technician

Provided Network and Desktop services to hospital staff.

• Supported users on the Helpdesk and PC refresh.

• Installation of several hardware components.

• Installed software and configuration of several databases.

• Lead Technician and Project Leader.

• Worked on Refresh rollout.

Rotator Staffing Inc,

East Brunswick, NJ

Desktop Technician Jun 1997- Mar 1998

• Supported users on general Helpdesk issues and PC refreshes.

• Installation of software applications and hardware components.

PROFESSIONAL DEVELOPMENT

Completed the Management Development Program for CSC, 2009

Six Sigma Whitebelt

Asset Management

Remediation

CERTIFICATIONS

Microsoft Certified 2272 Implementing and Supporting XP

Microsoft A+ Certified MCSE

Certification in Management Development Program at CSC

EDUCATION

• Burlington Community College, Burlington, NJ: Major Computer Sciences Jan 1996 – Mar 1996

• Mercer Community College, Mercer, NJ: Major Computer Sciences. Apr 1996 – Jun 1996

• MicroTech Technology Certified and PC Repair & Networking Sept 1997 – Sept 1998

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