Danny Dickerson Email & Phone Number

Lewisville, Texas, United States

• New user setup via PowerShell scripts. Create images for new machines using SysPrep• Support the Office 365 Environment, Windows 10/11 environment• Responsible for Patching via WSUS and WUfb.• Setup the Security Awareness Training program (KnowBe4) and phishing simulation• Setup and maintain MFA for all users.

Heath, Texas, United States

• Responsible for setting up new users (accounts, hardware, phones)• Support the Office 365 Environment including administration • Troubleshoot user hardware and software issues in a Windows 10 environment• Support and monitor virtual machines and servers, including monthly patching.• Relocate office users to home during Covid-19. Troubleshoot VPN issues and provide remote support. • Used Kaseya for ticketing, inventory, and remote access.• Contract management for IT contracts.• Conference Room support using ClickShare and Microsoft Surface Hub.• Imaging Surface tablets and Dell laptops. Oversee warranty repairs.

Dallas/Fort Worth Area

•Desktop support (software/hardware) for 250 users.•Creating/deleting users in Active Directory/ Office 365 in a hybrid environment•Creating mailboxes in Exchange 2016/ Office 365 and administering groups/mailboxes•Remote administration using ManageEngine Desktop Central 10•Monitor, track, respond, troubleshoot and resolve internal and external support requests received via the helpdesk ticketing system, the IT Support telephone, and mailbox and Pivotal customer portal to completion.•Respond to system pages relegated to support requests in accordance with on-call procedures including the acknowledgment of urgent requests in accordance with established SLA’s.•Install new workstations, upgrade hardware and software (applications and Operating Systems), as needed and ensure that all laptops and desktops are properly configured and contain the current malware and virus definitions. Provide temporary assets as requested to support the business when requested.•Keep inventory up to date in the CA ticketing system•Create/delete extensions and voicemail on Avaya phones using Avaya system manager•Troubleshoot remote users and financial advisors with that are unable to connect to the network and/or websites.•Maintain user account information including access rights, security and system groups.

Richardson, Tx

Responsible for daily operation and troubleshooting customer technical issues for eRoom/DocushareProvide weekly maintenance of service that includes Server and Application updatesCreate monthly metrics reports for management as well as daily usage reportsAdmin duties in the eRoom and Docushare applicationsWork with our team on projects (ex. migrations and cleanups)Part of the project team to migrate 3000+ erooms over to SharePointSupporting Sharepoint 2013 via ServiceNow

Richardson, Tx

Supported the Ericsson account in the project management officeLed small projects such as memory upgradesAssisted in larger projects such as company wide hardware rollouts/OS upgradesPerformed Server administration and software support for Microsoft ProductsSupported remote users and sites via remote control using VNC

Richardson, Tx

Provided support for Ericsson, Inc. supporting 5000+ users in the USSupported 200+ applications used throughout EricssonTested upgrades and reported problems to the integration teamTrained the helpdesk in Ottawa, Canada when Ericsson outsourced their Data ServicesPerformed backup duties for the problem management departmentWe were outsourced t o Compaq/HP in 2002.