Central Desktop Administration Engineer

• Aug 2022 - Present

Desktop Support

• Jan 2021 - Aug 2022

A/V System Administrator

• May 2015 - Jan 2021

● Provide Levels 1, 2, and 3 Support for users regarding conference rooms and IPTV for the enterprise.● Manage all hardware, software and infrastructure for enterprise-wide (5 sites) live broadcasts, rebroadcasts, announcements, brown bags and digital signage.● Coordinate with Communications Department and vendors to facilitate Follett messaging and CNN feeds.o Live broadcasts are broadcast to internet, hub spaces & conference rooms up to 5 times/month.o Support TVs in 7 hub spaces, 45 conference rooms and escalate if needed.● Develop documentation and policies for Communication Team and other departments.● Office 365 administration including Teams and One drive support.● Recently started learning Cherwell administration backup for primary Cherwell Administrator● Provide on-call support for multiple locations.● Manage hardware and software projects and act as escalation point for Desktop Support Technicians.● Train new incoming Desktop Support Technicians● Along with all desktop support duties Show less

Senior Desktop Support Technician

• Nov 2006 - May 2015

● Supported 700+ users in daily operation (laptops & desktops) via phone/in-person assistance at 5 sites.● Configured/supported smart phones/tablets (iPads, iPhones, Android devices & Lenova Windows tablets).● Troubleshot connectivity issues: identify and resolve IP, GHCP and DNS issues.● Coordinated imaging needs with 150 other support staff on the network and imaging team.● Set up and deployed upgraded hardware and software for 175 field users (Dell to Lenova laptops).● Performed upgrades from Office 2003 to Office 2007 and later from Office 2007 to Office 2013.● Evaluated older equipment and replaced with newer re-imaged hardware and deployed back to user.● Created overstock pool of pre-imaged desktops and laptops of different brands to save 2/3 of set-up time.● Developed/posted document to help users add network printer; led to ~92% reduction in related tickets.● Worked with Network Operation to deploy new technology (Active Directory, VPN, etc.).● As Senior Desktop Support Technician, provided Levels 1, 2, and 3 Support for users.● Provided escalation for 4 Desktop Support Technicians. Provided on-call support for multiple locations.● Developed documentation of processes and procedures for department.● Managed hardware and software projects to meet deadlines and budget.● #1 Ticket Closer for all Follett divisions from 2009 to 2015. Show less

Desktop Support Technician

• Oct 2005 - Nov 2006

Desktop support

• Feb 2002 - Oct 2005

● Worked with IT Director and 2 database personnel to facilitate Desktop Support for high school with 8 computer labs (30 stations in each) and over 1,600 users. ● Provided mission-critical support to ensure that staff & students had fully operational hardware/system. ● Managed staff of 4 interns while we upgraded and reimaged 240 work stations each summer. ● Identified issues, streamlined processes and provided inexpensive, workable solutions. ● Built inventory control system in Access database to track assets (hardware, software, serials & licensing). ● Spearheaded Hot Swappable bench of ready-to-go spare desktops that were pre-imaged for lab, teacher and administrative clients which resulted in less downtime. ● Responsible for peripherals (network printers, scanners and all-in-one printers) in 3 floors of building. ● Managed team of 4 to meet deadlines on projects, such as upgrading infrastructure: upgraded switches and rewired to CAT 5 to new IDFs (Intermediate Distribution Frames) with fiber backbone. ● Helped plan/deploy all hardware & software upgrades (desktops, servers, switches, OS and applications). ● Set up Ghost 7.5 server and upgraded/configured Ghost 8.0 for all 8 labs. ● Assisted up upgrading all PCs to Windows 2000 and Office 2000. ● Configured HP switches, trunks, VLAN; configured thin clients to connect with Win2000 Terminal Servers. ● Configured wireless LAN with various access points throughout school building. ● Assisted IT Manager in deploying new technology (i.e. Exchange 2000 & Filter Cube for internet filtering). Show less

Desktop support

• 1998 - 2001

● Provided helpdesk and network support to client companies, such as CyberTek Systems and LifeWatch. ● Created new user accounts, assisted users on the phone and troubleshot issues. ● Set up switches, changed cards, set up network and performed backups on Exchange 5.5 Server. ● Provided helpdesk and network support to client companies, such as CyberTek Systems and LifeWatch. ● Created new user accounts, assisted users on the phone and troubleshot issues. ● Set up switches, changed cards, set up network and performed backups on Exchange 5.5 Server.