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Click here or scroll down to respond to this candidateCandidate's Name
Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLESummaryOver 24 years in IT industry. Background ranges from engineering, network administration, systems administration, and technical support in environments ranging from professional to large scale complex enterprise environments. Excellent verbal and written communication skills; strong analytical, problem solving, and troubleshooting abilities to complete tasks.Technical Certifications & SkillsCertified Windows XP Desktop Administrator WindowsCertified WAN Administrator CWADatabase Administrator DBACisco Certified Network Associate CCNACompTIA A Plus Certification A+Senior Help Desk Support-Tier 3 HDSCybersecurity Terminology Information SecurityTechnical Skills SummaryOS & Enterprise Apps: Splunk Cloud, Endpoint Deployment Report, Vulnerability Report, PAN Device Management, Security Report, Windows Account Management, Windows Authentication Activity Investigator, Windows Enterprise Server, Exchange Server, Cisco IOS, VM Ware, Terminal Server, Citrix, Active Directory, Remedy, Uni-Center, Remedy, Heat Call Tracking, Websense Server, Novel NetWare, PDAs, Blackberry Server, NetIQ Console, DNS, WINS, DHCP, Remote Desktop, Norton Anti-virus, MES, OQs. IQs, Label Printer Setup, MES System SupportNetwork Technologies: Cisco routers, switches, Ethernet, Fast Ethernet, WAN, LAN, TCP/IP, CDP, RIP, RIPv2, OSPF, EIGRP, BGP, VTP, VLAN, VPN, IP NetworkDesktop Technologies: Microsoft Word, Excel, Access, Power Point, Internet Explorer, Mozilla Firefox, Opera, Scanners, Desktop and Networked Printers, Thin Clients, Weighting Scales, CHIPPCs, High level experience performing Windows Install, Configure, Troubleshoot, Resolve Issues, Technical Writing, Validation Approval, PKISummary of Professional ExperienceDXC Cyber Security Analyst / Remote Global Cyber Security 02/2023 02/2024DXC Team Lead 02/2021 - 02/2023CompuCom System Team Lead 03/2020 02/2021DXC Desktop Infrastructure Support 02/2020 - 03/2020Artech Information System Desktop / Infrastructure Support 09/2019 - 02/2020CompuCom Inc. / Merck MMD Senior Desktop Support Spec 01/2016 09/2019CompuCom Inc. / Sandoz - Novartis IT Ops Support Technician 04/2015 12/2015Cummins Inc. Computer Support Technician 02/2014 04/2015Entegee Inc. / Cummins RMP Helpdesk Support Specialist II 08/2013 02/2014Rocky Mount Prep School Technology Support Technician 07/2012 08/2013CompuCom Inc. / Sandoz - Novartis IT Operation Specialist 06/2011 07/2012HP Enterprise Services Company Senior Support Analyst 07/2008 06/2011McKesson OSG PC Support Tech 08/2005 06/2007McKesson MTS IT Support Lead Specialist 07/1999 08/2005Choice Point/CompUSA SR Helpdesk Support 07/1997 - 07/1999EducationUniversity of Phoenix CCNA Program Graduation Date 04/01/2013LAN/WAN Professional LAN/WAN Engineer Program CCNA 2011-2012Interactive College of Technology Certificate of Completion, Information TechnologyDetail of Professional ExperienceDXC Technology Global Security Analyst 02/2023 02/20241. Patch on Demand process used to patch serversEP&S supported workstations in the DMZ and MLANS.Identify/define the Primary System contact for each deviceIs ultimately accountable to ensure the device is patched each quarterIdentify at least one approver group for each deviceDetermine if the device can be patched automatically or must be manually scheduledConfirm SCCM Client is at the most recent version and reporting in to the SCCM Management server, remediate as neededNo intent to patch. Must have approved exception from the PANS review boardConfirm the SCCM client is configured and reporting in to the SCCM InfrastructureCMDB Batch update processPatching for PGS workstations under PoD assumes the System is a standard build, with a current SCCM agent installed, and supported by Enterprise Platforms & Security (EP&S).DXC Technology /Onsite Pfizer, Inc Team Lead 02/2021 02/20231.Providing the onsite day-to-day supervision of operationsAssign WorkMonitor QueuesMonitor the tickets for proper routing and escalation.Be an escalation point for difficult ticket resolutions.Ensure the team is communicating ticket issues/question to the entire team.2.Have Weekly team meeting to discuss tickets, process updates and new information/knowledge.Escalate to ATA or site technical lead for issues the "experts" on our team is unable to Resolved.Re-assign work to SMEFirst level SLA ManagementWork with PMO on SLA metricsIdentify DeficiencyIdentify training needsTrain Locally (Discuss with techs)Work with PMO to create training as necessary.3. Understand the support can cause when confusion, questions and needs arise.Escalating to the CC SLM and the Pfizer SDM.Work with the PMO to understand areas of training deficiencies.Per above meeting SLA'sTraining SME'sprovide training support where deficiencies exist.4. Capture site specific information necessary to train the current team and any new memberWork on provided OneNote site Knowledgebase.Site mappingNetwork ClosetsLocation of ServersLocation of SAM StorageSoftware installations, repairs, reconfigurations, troubleshooting.Microsoft Windows 10, SCCM, AD, BitLockerMicrosoft Office 365 suiteMcAfee troubleshootingPeripheral installationsCompuCom System Team Lead 03/2020 02/20211 Providing the onsite day-to-day supervision of operationsAssign WorkMonitor QueuesMonitor the tickets for proper routing and escalation.Be an escalation point for difficult ticket resolutions.Ensure the team is communicating ticket issues/question to the entire team.2.Have Weekly team meeting to discuss tickets, process updates and new information/knowledge.Escalate to ATA or site technical lead for issues the "experts" on our team is unable to Resolved.Re-assign work to SMETeam lead the only one escalating to site technicalFirst level SLA ManagementWork with PMO on SLA metricsIdentify DeficiencyIdentify training needsTrain Locally (Discuss with techs)Work with PMO to create training as necessary.3. Understand the support he can call upon when confusion, questions and needs arise.Escalating to the CC SLM and the Pfizer SDM.Work with the PMO to understand areas of training deficiencies.Per above meeting SLA'sTraining SME'sprovide training support where deficiencies exist.4. Capture site specific information necessary to train the current team and any new memberWork on provided OneNote site Knowledgebase.Site mappingNetwork ClosetsLocation of ServersLocation of StorageSoftware installations, repairs, reconfigurations, troubleshooting.Microsoft Windows 10, SCCM, AD, BitLockerMicrosoft Office 365 suiteMcAfee troubleshootingPeripheral installationsDXC Technology Desktop Infrastructure 02/2020 03/2020Reboot Servers, pull cables, connect Fiber and Network cables, Activate Ports.Preform Departure Harvest of user data, RDP, update CMDB records.Support HP printers, Intermec, and Zebra printers.Support all computer equipment in Production and office areas.Contact vendor on hardware and software services when necessary.Configure, setup and install new and old Printer.Remotely configure and install software application for workstation.Install computer hardware, peripheral equipment, software, and upgrade as company policy.Eexperience diagnosing and troubleshooting IT system problems in a complex, heterogeneous system environment.Install desk phones, through computer networking.Re-Rack Servers, in Data CenterARTech Information System Desktop Infrastructure Support 09/2019 02/2020Provide second and third level support to resolve problems with devices and applications.Track and document all details of problems, give status updates on support issues resolved and still working on.Reboot Servers, pull cables, connect Fiber and Network cables, Activate Ports.Preform Departure Harvest of user data, work online items, update CMDB records.Support HP printers, Intermec, and Zebra printers.Support all computer equipment in Production and office areas.Contact vendor on hardware and software services when necessary.Configure, setup and install new and old Printer.Install static IP Addresses when setting up Printing Devices.Determine / document steps for task completion / resolution.Remotely configure and install software application for workstation.Install computer hardware, peripheral equipment, software, and upgrade as company policy.Eexperience diagnosing and troubleshooting IT system problems in a complex, heterogeneous system environment.Install desk phones, through computer networking.Re-Rack Servers, in Data CenterUse Service Center for all Incident, Request tickets.CompuCom, Inc Senior Deskside Support Tech 01/2016 09/2019On site at Merck IncProvide desktop support for End-Users laptops, and desktop computers.Support HP printers, Intermec, and Zebra printers.Image all computers with Merck StandardSupport Wireless Networks and LAN SupportConfigure iPads and iPhone for access to Merck domain network.Support Office 365 and Outlook 2013Monitor Remedy Queue, resolving ticket within SLAMonitor Active Roles Application, reset user passwords and computer accounts.First level support on SAP and Citrix in a manufactory facility.Support all computer equipment in Production and office areas.Order the company hardware computers and equipment for upgrades and primary use.Setup computer KIOS system in areas for line employees to use during their break or down time.Application Support on company standard, is as many as 10 different typeeDiscovery terminated users computers; data is decrypted for department access.CompuCom, Inc. IT Tech Ops, Support Technician 04/2015 - 12/2015On site at / SANDOZ NovartisProvide second and third level support to resolve problems with devices and applications.Track and document all details of problems, give status updates on support issues resolved and still working on.Contact third party vendor on hardware and software services when necessary.Preformed maintenance on all computer system.Preform break fix and repair on PC, Scanners, Printers, Thin Clients, and assist in more complex devices.Install computer hardware, peripheral equipment, software, and upgrade as company policy.Eexperience diagnosing and troubleshooting IT system problems in a complex, heterogeneous system environment.Determine / document steps for task completion / resolution.Pursue signatures through walkabout / electronic methods.Investigate reported computing system or computing device issues.Document symptoms of computing system or computing device issuesEscalate through vendor or research web based technical resources.Communicate status or details of any reported issues.Novartis Pharmaceuticals, MES system support on Production LineCummins, Inc. Computer Support Technician 02/2014 04/2015Experience in networking and operations within Intel and UNIX environment.Lead Role Supporting the production line, making sure all Display Terminals and Dumb Terminal up and running.Support Windows XP/7/ 8 with troubleshooting technique to resolve issues.Work from Remedy tickets queue to resolve computer problems the users are having on a day-to-day basics.Telnet to terminals to reset the uci device, zero ports and log ports.Manage ATOMS system which communicates with Stratus Server through serial port connection.Net the device name to get IP address and telnet that IP address to fix the device lock ups.Reset Terminals by using UNIX commands line.Configure LX and MX Servers on serial port connection. Define device name to enable it when configuring.Install and configured serial port Barcode Printers.Installed and configured wired and wireless Scanner to work off terminals and each station in Production.Updated Asset Inventory on each device deployed to Production LineEntegee, Inc. Helpdesk Support Technician II 08/2013 - 02/2014On Site at Cummins, Inc.Support the production line, making sure all Display Terminals and Dumb Terminal up and running.Ability to ccommunicate clearly and concisely, both orally and in writing. Good time management and organizational skills.Support Windows XP/7/ 8 with troubleshooting technique to resolve issues.Work from Remedy tickets queue to resolve computer problems the users are having on a day-to-day basics.Telnet to terminals to reset the uci device, zero ports and log ports.Manage ATOMS system which communicates with Stratus Server through serial port connection.Net into device name to get IP address and telnet that IP address to fix the device lock ups.Reset Terminals by using UNIX commands line.Configure LX and MX Servers on serial port connection. Define device name to enable it when configuring.Rocky Mount Prep School System Technology Support Tech 07/2012 08/2013Manage the school network.Manage Web Filter, which is use to block sites and allow access to approved sites.Direct contact with all vendors for Laptops and Desktop Support.Direct support on all technical issuesManage Active Directory; add Staff accounts, Teachers accounts and Student accounts up different user and group policies.Support all Educational software that the State of NC has implemented into the education program for K-12 school system.Manage setup and configure all Staff email accounts, Disable users account, and Suspend users account.Activate network port from 4 IDS closets, 1 server room.CompuCom, Inc. IT Operation Specialist 06/2011 - 07/2012On site at / SANDOZ NovartisPrimary responsibilities included writing IT Technical Standards for installing Business Software on production workstations.SAP installed, configures and provided support to Super Users and End-users to fix any SAP issues.Remotely configure and install software application for workstation MES Builds.Setup Training room workstations with their standard train applications.Provide printer support on the Okidata Printers, and SDMS printing issues.Support Client Vision for SDMS documents.Setup computer digital video cards for Power Show Testing.Install Sandoz Standard Image for Laptop and Desktop computers.Install VOIP phone lines from patch panel and user locations.Configure and install computer that will run continual presentations on different screens in front lobbySo that visitor and new employee can learn about Sandoz.HP Enterprise Services Company Senior Support Analyst 07/2008 06/2011Primary responsibilities, supervising a team of 4 technicians, 2 were desktop support and 2 were upgrading software packages remotely to our end-users located in 128 countries around the world, supporting the daily systems administration for various networking components including, but not limited to servers, and maintenance.Used VMWare for desktop management of secure company applications.Analyzed, evaluated, and preserve all critical files and configurations with root-cause analysis, emergency system recovery, and system backups.Provided remote and onsite escalations support for various hardware and software technologies for multiple clients.Implemented and managed any and all monitoring tools using scripts and development packages for certified applications.Upgrades, repaired, and backed-up any and all core applications with security patches, anti-viruses, and spyware to maximize productivity.Organized and administered the internal database by analyzing any and all users and their privileges and rights.Managed all inventory related to the IT department with thorough monitoring and evaluating product import and exports from the company to the specified destination.Additional roles included providing Tier III escalation support for various PC related issues, internally and for the client.McKesson OSG PC Support Tech4 08/2005 06/2007Managed, monitored, and administrated network connectivity within the local area network (LAN) from multiple platforms.Provided training and level 1 and 2 escalations support for various hardware and software technologies, resolving all issues in a time efficient manner.Monitor various server traffic and activity, ensuring all content and technical requirements and utilizations levels are met.Utilized IPsec to block all necessary web traffic to and from internet sites on various workstations.Various technologies used throughout employment included Uni-Center, Remedy, Heat Call Tracking, Websense Server, MS Exchange, Active Directory, and various others.Added/Deleted, managed, and maintained users account privileges and rights through MS Exchange Server on the company domain.Managed user groups through Active Directory, setting up networked peripheral devices, and managing email, accounts.McKesson MTS IT Support Specialist /Team Lead 07/1999 - 08/2005Proactively managed, supported, and maintained systems support for various technologies including but not limited to Novel NetWare Clients and Microsoft NT clients.Implemented and troubleshoot any configurations and upgrades, related to web hosting requirements, tracking and documenting to assist in resolving trouble tickets.Managed and maintained remote media storage activities, assisting in technical equipment needs to increase productivity.Technologies supported included Microsoft Windows OS for Enterprise users, Citrix VPN for internal and external users and other peripheral devised for executive staff members.Managed a team of 6 IT Technician, assigned workload from Uni-Center ticketing system.Preform Desktop support for more 6 thousand onsite users.Choice Point/CompUSA SR Helpdesk Support 07/1997 07/1999Installed, configured, and troubleshoot various hardware and software PC devices and drivers for clients onsite and remotely.Maintain an accurate and up-to date documentation log to reference previous configurations and avoid installation errors and device failures.Monitored database disk space allocation and utilization levels to proactively optimize device productivity. |
