OBJECTIVE

• I hope to acquire a position in your company which will enable me to use the skills I have developed both as a professional and as a member of the Confidential to provide the highest level of information technology support to your employees. I also hope to have opportunity for further growth and education to make myself a more valuable asset to your company.

PROFESSIONAL EXPERIENCE

Confidential - Jacksonville, FL

Responsibilities:

• Diagnose and repair problems with radio, satellite and electronics equipment
• Troubleshooting mission critical Confidential to ground and ground to Confidential communications issues
• RF Transmissions shop lead when NCO in charge is not available
• Keying, rekeying, programming and configuration of Motorola XTS 2500 handheld and vehicle mounted radios
• Supervise and mentor new Airmen
• Project lead on RF Transmissions projects on the FL Confidential National Guard base in Jacksonville

Confidential - Lakeland, FL

Systems Desktop Engineer

Responsibilities:

• Currently supporting Publix Marketing and Design department which is responsible for all content of the Publix Supermarket chain
• Mac and iOS device engineering for 20,000 devices consisting of MacBook Pros, iMacs, Mac Pros, iOS devices and Android devices
• Designing and engineering policies and procedures to enroll and maintain all Confidential and Android devices
• Maintaining policies and procedures for all macOS, iOS and Android devices
• Testing new procedures and policies for all macOS, iOS and Android devices
• Designed and engineered a process using Jamf to upgrade all Confidential desktops and laptops to macOS Mojave 10.14.6 from a manual IT Support install, to a fully automated install by end users. Saved 68 man hours of work.
• Designed and Engineered a seamless process to upgrade McAfee Agent and Proxy clients for 300 Endpoints allowing for a full uninstall and re-install of both clients for those on the internal company network and those working externally.
• Scripting of processes through macOS Terminal shell scripts and implementation through JAMF
• Hands on and remote support of end user devices
• Maintaining hardware lifecycle of all company owned devices
• Helped implement Jamf Cloud environment enabling the move from on premise Jamf server
• Documenting all support processes for current engineering team
• Writing documentation for Publix Help Desk to enable better 1 and 2 level support for macOS, iOS and Android users
• Writing documentation for end user self-help

Confidential - Davenport, FL

Systems Desktop Engineer

Responsibilities:

• “First Point of Contact” for all employees at the St. Paul for all hardware issues
• Supported 65 in office employees and 1000+ remote employees
• Responsible for $400,000.00 in IT assets at the St. Paul, MN location
• “Smart Hands” support for Datacom and Network team in Saint Louis, MO in support of Magellan Datacom and Network assets in the Saint Paul location
• Ensure all desktops, laptops, and connected devices are functioning properly
• Imaging new and refreshing current Windows laptops and desktop hardware for deployment
• Asset tracking and asset refreshment for all on-site and remote Minnesota employees
• On boarding all new employees concerning IT needs
• Provisioning all new LAN accounts for all new employees at my site and remote employees
• Provisioning account access for access to internal Magellan systems
• Document new platforms for, troubleshooting and efficient issue remediation methods for the Help Desk
• Experience in SQL reporting for Microsoft System Center Configuration Manager, including adding items to the SMS Reporting Dashboard web site.
• Experience in implementing and supporting Microsoft System Center Configuration Manager based desktop management infrastructures for my organization - 20,000+ employees
• QA SCCM packages on test machines before deployment to end user machines
• Troubleshoot SCCM issues on end-user machines
• Push software and updates through SCCM to end user machines
• Build SCCM software deployment packages for end user or machine deployment
• Project lead for Confidential device management for JAMF proof of concept and test environment
• Built cost analysis breakdown for IT managers and IT SVP showing cost per device and cost per tier with all required costs to set-up and then maintain the JAMF platform
• Used 25 years of Confidential OS and hardware expertise to do the following:
• Built demonstration/test environment for JAMF Cloud from the ground up using provided JAMF tools
• Importing previously purchased machines with Confidential DEP into the JAMF Cloud
• Build deployment policies for machines that would already be a part of DEP and those that had to be added into DEP
• Hand built custom profiles and policies to fit Magellan wants and needs
• Customized prebuilt JAMF policies to fit Magellan wants and needs
• Built custom security profiles and policies to be deployed to Magellan owned Macs
• Built application packages to be deployed with JAMF
• Built customized “App Store” using JAMF tools and JAMF Cloud for Magellan Macs
• Maintained security requirements as set forth by Magellan security
• Worked with JAMF Engineers to troubleshoot set-up and imaging/provisioning issues in JAMF Cloud
• Platform was ready for launch in 7 days from “proof of concept” to working test/demonstration platform
• First point of contact for VMWare AirWatch Support on all company owned, shared and BYOD iOS and macOS devices
• Troubleshooting and resolving all end user issues
• Corporate and Personal device setup SME for both Android and iOS devices
• Perform 100% of my current role from my home in FL

Confidential

Information Systems Specialist

Responsibilities:

• Ensure all support requests are responded to in given time frame
• Assist network engineer with day to day issues
• Analyze network traffic to troubleshoot issues relating to end users
• Utilize Citrix Management Console to troubleshoot customer issues and server issues
• Creating and provisioning all user accounts using Microsoft Active Directory
• Responsible for administering the Microsoft Exchange Office 365 Hybrid Environment as well as creating accounts and provisioning them with the correct access privileges
• Maintain all PC hardware to ensure efficient and no down time for end users at corporate office and remote offices
• Responsible for monitoring nightly back-ups for errors and sending off the back up tapes
• Administered imaging server and creating new imaging profiles for new hardware
• Configure all new desktops, laptops and printers for the end user
• "White glove" assistance given to all C level employees and senior managers
• Password resets for all Doherty HRDirect employees
• Leveraged existing technology for other uses than it was originally planned for
• Worked with telecom providers to resolve incoming telephone and internet issues directly impacting day to day issues
• Planned, sourced and installed all hardware for "Orientation Room" refresh utilizing HP Thin Clients with Windows 7 Embedded and the Citrix Receiver application
• Successfully piloted the Skype for Business on Office 365 PSTN call in feature for future development and company wide use
• Assisted in building new imaging server and base image for all desktops and laptops

Confidential - Golden Valley, MN

Service Desk Associate

Responsibilities:

• Assist and support over 40,000 remote and internal Confidential sales staff
• Quick thinking and exceptional customer service skills needed while assisting customers over the phone
• Diagnosing issues with the MS Office 2010 suite and various internal programs for customers
• Imaging laptops and desktops for internal customers
• Only person on the Confidential Service Desk with Mac on my desk and was able to use it for all day to day job duties
• Configuring personal devices for the Confidential “BYOD program” for Confidential employees and external contractors on PCs and Macs
• Diagnose and fix issues with AirWatch MDM software for personal devices including but not limited to iPhones, iPads, and devices with the Android operating system for the internal Exchange team and Confidential employees
• Integral member in starting “Solve-IT” walk-up help desk
• “Subject Matter Expert” concerning Confidential Macintosh Hardware, iOS hardware, OS X and iOS Assisted in bringing all Macs onto the Confidential domain
• All support directly related to the Mac impacted all advertising, design and marketing areas of every brand for Confidential
• Data recovery of corrupted hard drives on Macintosh and Windows operating systems utilizing OS X based and Linux recovery and forensics tools

Confidential - Saint Paul, MN

Technology Specialist

Responsibilities:

• Assist IT Manager with daily tasks as needed or work on self-guided projects
• Main deskside and technology support person for Amport food location supporting 75 internal and external users directly impacting daily production.
• Worked independently to research, configure and install a $75,000 project implementing of 15 Mobile Demand ruggedized tablet computers and scanners for warehouse use to enable the tracking of raw materials to finished goods. This enabled the use of the WMS system by the forklift operators while on the lift to increase efficiency and tracking product from raw to finished goods.
• Configure and deploy all new laptops and desktops to internal and external users

Confidential - Saint Paul, MN

Configuration Specialist

Responsibilities:

• Configure Windows based PCs, Macs- MacBook Confidential, MacBook Pro, iMac and iOS based devices to fit customers needs
• Problem solve when issues arise with configuration as well as help devise new ways to efficiently configure customer PCs, Macs, and iOS devices
• Help fill customer orders in a timely and efficient manner
• Be able to work in an independent fashion in order to help my team

Confidential - Bloomington, MN

Deskside Support

Responsibilities:

• Complete helpdesk tickets as they appear in Peregrine
• Assist users in new desktop and laptop set-ups
• Image and re-image laptop and desktop computers for Confidential employees
• Add new XP based machines to Active Directory
• Diagnose and repair if possible problems with the Microsoft Office Suite and Windows XP and Windows 7
• Data transfers from old customer machines to their newly deployed machines
• Password resets and password recoveries with McAffe SafeBoot Console
• Assist Macintosh technician with any questions relating to hardware and software

Confidential - Fargo, ND

Information Systems Help Desk

Responsibilities:

• Triaged and solved day to day issues that arise with Essentia Hospital Information Systems hardware and software
• Provide excellent customer service to all hospital staff
• Assisted all levels of staff from support staff to the CIO at the South University Essentia Clinic on a daily basis
• Worked directly with the West Region Board of Directors in the configuration and support of the pilot iPad program including one on one in person support during quarterly board meetings
• Ability to remain calm and efficient in high-pressure situations around patients, doctors, nurses and support staff
• Experience in Microsoft Active Directory doing tasks such as password resets, adding security items to accounts when it related to applications for Citrix
• Basic account creation and removal for users, computers and printers in Active Directory
• Troubleshooting of HP Laserjet printing issue including but not limited to; clearing print jams, jet direct cards, diagnosing faulty hardware such as drawers, trays, other internal parts
• Familiar with HP LaserJet 4050, 4000, and 4100 series printers
• Desktop hardware maintenance of HP D530, HP 7100, HP 7700, HP 7800, HP 8000, and HP 8200 series desktop computers
• Experience with HEAT and ITSM ticketing systems
• Troubleshooting of HP Thin Clients
• Basic understanding of Citrix
• Cloning and imaging of XP based computers using Norton Ghost 2003
• Worked with Windows XP and Windows 7
• Microsoft Outlook troubleshooting and set-up
• Performed 200 Windows 7 to Windows XP downgrades using LANDesk on HP 8000 and 8200 series desktop computers and HP 8460 EliteBook and HP 8560 EliteBook laptops
• Imaged 150 HP Thin Clients using Altiris and ToasterTamer
• Manual HP thin client configuration after basic imaging for specific applications
• Basic Citrix CTXWeb set-up and troubleshooting
• Basic understanding of EPIC and how it relates to Windows printing
• Integration of Confidential Macintosh Computers into an Enterprise Environment
• Set up of the Citrix Receiver application on the Macintosh to allow home users to connect from home or remote sites
• Wrote document on how to access and set up OS X (10.5-10.7.2 ) using the Citrix receiver application which included basic troubleshooting, installation, and resources to use when help desk staff or myself were not available
• Set up of VPN on Windows 7, Windows XP and Confidential Macintosh desktops and laptops so remote users could access the internal hospital network
• Integration and set up of iOS devices such as iPad 2, iPad, iPhone 4S, iPhone 4, and iPhone 3GS into Enterprise Environment
• Email set-up of iOS devices such as iPad 2, iPad, iPhone 4S, and iPhone 3GS for Enterprise
• One on one training for iOS devices from basics to advanced levels
• Set up of iOS iPad and iPad 2 Citrix Receiver application to enable access to Citrix applications
• Virus removal
• Used Microsoft Active Directory to do password resets and to fix profiles
• Experience with Cisco Telepresence hardware and software - “Movi”
• Driving to “peripheral” Essentia Clinics in Jamestown, Wahpeton, West Fargo, Moorhead, and the West Acres Mall location and performing any of the above listed duties