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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Schrader Farm DriveSaint Peters, MO Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEKnowledgeable and service-oriented IT Professional with over 20 years of support service experience and a strong work ethic.QUALIFICATIONS A+ / Network+ Certified Excellent analytical skills Capable of working as part of a team, or with minimal supervision. Active Directory Account Management experience Experience with user security management in a variety of applications, including Sharepoint and Active Directory Excellent customer service skills Excellent written and oral communication skillsWORK EXPERIENCEJune 2021 - present Desktop Support Engineer Emerson / Copeland (via TEK Systems) Duties and Responsibilities: General end-user support on Dell desktops and laptops using MS Windows, Office 365, and other standard applications. Support of remote connectivity and remote workers, VPN, remote patching and device refreshes, mobile devices, and mobile device management (using Intune Company Portal) Assisted in maintaining accurate information in Asset Management Database. Imaging and Deployment of Desktop and Laptop computers, associated hardware and accessories. Troubleshooting and creating procedures for the connection and management of industrial testing machinery, such as Keyence Digital Microscopes and Chromatographs. Assisted in the separation / acquisition of some Emerson Divisions by Copeland, and in the migration of users and systems from Emerson domain to Copeland domain, Office 365 migration to new domain, etc. February, 2016 - May, 2021 Desktop Support Engineer Stifel Nicolaus & Company Duties and Responsibilities: Managed and supported day to day IT operations for a branch office, a Mortgage Bank, with about 120-130 users. Supported, documented, and assisted in maintaining functionality of Encompass 360 software and several related financial or banking applications or processes. Planned and assisted with IT infrastructure and equipment upgrades and changes, including multiple branch-wide upgrades to Windows 10 and multiple tech refreshes, as well as with setting up new offices or moving branches from one location to another. Primary responsible IT technician for a Disaster Recovery Site - 150 PCs and related equipment at a remote office. Assisted in / managed updates of and to systems to ensure maximum availability and functionality. Assisted with planning and testing, documenting, troubleshooting, and communicating issues to IT Management and Project Managers. As part of the Disaster Recovery and Response team, provided advice and guidance on what needed to be improved or how to address various shortcomings. Primary IT contact and representative for several uses of the site - Ferguson riots, COVID, etc. Maintained network hardware, printers, scanners, and assisted with security and telepresence / teleconferencing equipment and spaces. Set up, maintained, and supported remote connectivity during COVID. Deployed laptops, trained users on how to connect, worked with other departments for things that were not working or were not working sufficiently well, etc. Assisted in improving remote connectivity as best I could. Assisted in maintaining IT Knowledge Base, primarily for those things pertaining to my own branch and applications / functions related to, but assisted with company-wide IT processes and knowledge to my best ability. May, 2015 December, 2015 Technical Support Analyst CenturyLink Duties and Responsibilities: Provided support for small to large business customers in a call center environment. Supported customers hosting websites, domains, email, and other cloud services and applications offered by the company. Assisted and instructed customers with Content Management Systems for their website, domain name registration and DNS changes or problems, as well as some light sales or billing support and general customer service.October, 2014 April, 2015 Desktop Support / Help Desk Rawlings Sporting Goods Duties and Responsibilities: Worked with end users on new and escalated IT related concerns, supporting both remote and local users. Supported all manner of PC hardware and software, installation, troubleshooting, data migration, etc. Supported variety of connected devices and peripherals in a warehouse environment; hand scanners, mobile PC devices, etc. Supported Avaya phone system and voicemail, Microsoft Lync / Skype for Business, Office 365, Microsoft Surface portable devices and peripherals, and remote connectivity using Microsoft Direct Access. June, 2012 September, 2014 Desktop Support Engineer JM Family Enterprises via Tek Systems St. Louis, MODuties and Responsibilities: Worked with end users on new and escalated IT related concerns, supporting both remote and local users. Supported all manner of PC hardware and software, installation, troubleshooting, data migration, etc. Assisted in deployment of VDI environment. Migrated users from PC End Points to Wyse Terminals, supported problems with network connectivity and Citrix applications. Assigned built VDI virtual machines to users using VSphere. Processed requests for VDI for new and existing users. Some light VOIP and Telecom support deploying and replacing VOIP and PBX phones, and supporting teleworkers.August, 2001 - February, 2012 Desktop Support Analyst III CMS / Corizon Healthcare St. Louis, MODuties and Responsibilities: Responded to end user IT support and service needs in a call center environment worked with users over phone, email, and in person. Performed troubleshooting and problem resolution for technical difficulties with PC hardware, software, peripherals, and corporate networking infrastructure. Primarily, all manner of MS Operating Systems, MS Office, Outlook email, Citrix deployed applications, and LAN/WAN connectivity. Resolved problems on my own where possible, and gathered details for escalation to other staff (Network Engineers, Developers, Business Analysts, etc.) where necessary. Assisted other technicians with more difficult situations, helped maintain support knowledge base and procedures, and developed PC images for rapid deployment. Coordinated or assisted in deployment and retrieval of equipment and data from remote locations. Responsible for some user security and account management in Active Directory, Numara FootPrints, and a variety of web based applications used for business analysis or other end user needs. Supported users in a variety of medical records applications, including Clinitec NextGen and eClinicalWorks software, as well as some applications created in-house for medication order management. Trained and Mentored other technicians on Service Desk team generally 5 to 7 Tier 1 and Tier 2 techs on the team. Oversaw Change Management Process coordinated meetings, kept Change logs / tickets up to date, etc. KEY SKILLS All MS Operating Systems (Windows 95/98/NT/Vista through Windows 10, Server NT/2000 through 2016/2019) and DOS SCCM - general usage, assisted with some task sequence stuff but mostly know how to use client and console to install, repair, or gather information for troubleshooting. DNS Troubleshooting All versions and components of MS Office including Powerpoint and Visio LAN/WAN troubleshooting, including Router management, configuration, and installation; basic Cisco IOS knowledge. PC Imaging / Operating System deployment using Windows Automated Installation Kit processes or SCCM User Security Management in various applications (Sharepoint, FootPrints, Active Directory, proprietary role- based web applications, file and printer sharing, etc.) SQL basic syntax, data entry, and basic troubleshooting Virus / malware detection, removal, and prevention PC deployment, tech refesh, and software / hardware update, installation, and troubleshooting Active Directory Account Management (user and computer accounts, adding/removing group membership, troubleshooting domain replication of credentials or account changes, etc.) Encompass 360 Software (Mortgage Processing Suite) Numara FootPrints call tracking software configuration, administration, and general use. (Familiar with similar applications such as Remedy, SupportMagic, TrackIT, etc.) Medical Records applications, including Clinitec NextGen and eClinicalWorks software. Citrix end user support and basic CMC / AMC / Presentation Server Management. Familiar with HP 3000 / 9000 systems (Amisys) Familiar with troubleshooting EDI applications, using BizTalk or various FTP applications and processes. Familiar with Blackberry Enterprise Server, and MobileIron Basic understanding of HIPAA compliance in electronic communications. Kronos Time Management software Zoom (and several related conferencing apps; Jabber, Webex, Teamviewer, Skype, etc.) EDUCATION2008 - 2009 Kaplan MCSE 2003 Certificate Course2003 2008 University of Missouri St. Louis Attended courses in Ambassador degree program References provided upon request |
