Denzel Thomas Email & Phone Number

Chicago, Il, Us

Senior Technical Systems Analyst

New York, Ny, Us

• Train all new technicians as it pertains to Service-Now / Macintosh and Windows.• Image management and deployment with SCCM, Altiris, Casper and Deploy Studio.• Desktop Encryption Support, PGP, Bitlocker and FileVault, Dell Data Protection.• Responsible for all deployments for most agencies on the East Coast.• Cisco VPN support. (VPN technologies) (AnyConnect)• Canon printer Server support / Uniflow.• Mobile device support. Iphone, Android and Windows.• Provide Adobe / VMware /Virtual Box Support / UTC.• VIP/Executive level, White glove Support for Upper management.

New York, Ny, Us

Melville, Ny, Us

Apple Certified Systems Administrator / Engineer Melville NY June’15-Present• Implement and Support field Technicians. • Image management and SEP deployment methodologies. Symantec Anti-Virus, PGP encryption and Altiris.• Provide Training support and documentation to Mac users in the US.• Using Symantec End Point more specifically Altiris and PGP. Altiris for inventory management and PGP for Desktop Encryption.• Support Adobe Suite of Products. Creative cloud, CS6, CS5 and Oracle 11R2.• Manage work flow and upgrade deployment process OS X 10.X to OS X 10.10.4• Script creation for easy machine builds.• Arcot VPN and Canon printer server support.• Single point of contact for Support with Macintosh devices in the United States.

Atlanta, Ga, Us

Atlanta, Ga, Us

New York, Ny, Us

• Supported 1000 plus employees.• 80% Macintosh, and 20% Windows user environment.• Support using ARD and Casper remote.• Assisted in configuration of all mail clients. Phones, tablets and desktops.• Upgraded all Macintosh workstations to Maverick OS X 10.9.4• Served as singular point of contact for all Technical, internet, audio and visual issues.• Xerox Equitrak follow you printing support.• Casper deployment services. Patches and application deployment.• Created security groups and Organisational Units in AD (Active directory)• Junios deployment for VPN access.• Provide Executive Technical Support and Training with regards to Technology• Conference room Audio/Visual configuration.• Avaya phone system support and configuration.

• Provided end user support diagnosis and resolution for all desktops, and peripheral devices. • Installed wireless routers, printers and anti-virus software.• Provided all technical solutions for remediation and repair.• Provided root causes analysis and diagnosis for all agent issues.• Provided support using a vast array of internet technology, RDS (Remote Desktop Services) and WebEx.• Supported MS office 2000 thru 2010 and other personal computer software tools.• Migrated approximately 25 computers from windows XP to windows 7 and 8.• Upgraded all Macintosh workstations to Maverick OS X 10.9.2• Supported all Ipads and Samsung tablet devices. • Repaired Apple laptops, Desktops, and Ipads. • Configured Macbook Pros, iCore5 and 7 desktops, AirPorts and Timecapsules.• Managed dashboard for all agents and site staff. (Hosting provided by RackSpace which has backend of Office 365)• Added all fastcashtaxusa field agents to the application module for both android and iPhone marketplaces.

• Coordinated all staff schedules • Coordinated deliveries.• Negotiated weddings, performances, comedy shows and private event pricing.• Contract writing.• Event Management and booking.• Coordinated payroll using ADP software solutions.• Managed all book-keeping and accounting.• Designed website and managecd all social media interactions via facebook and myspace.• Configured LAN for POS (Point of Sale) devices and also used the iPad Cube POS processing. • Configured LAN for camera system.• Designed, configured and engineered medium scale club sound. (30,000 watts) This inculded repair or replace process. (RoR)

Rochester, Ny, Us

• Provided necessary one on one training for team members in respective areas • Provided root cause analysis training in Windows Vista, XP and Mac OS’s• Lead large projects and served as technical lead. Managed prioritization of all work efforts.• Worked in a very fast-paced enviroment governed by SLA (Service Level Agreement), and provided support for proprietry software packages.• Managed knowledge base articles for technical support agents.• Trained agents on proper ticketing and phone ethitic.• Served as Supervisor in relation to client escalations.• Conducted performance evaluations for technicians.• Managed multipe projects, and made adjustments to personal schedule based on company needs.• As one of 3 Team leads for TIB (Time in a Box) and TLO (Time and Labor online); went to client locations to diagnoise complex payroll reporting and lost punch issues.• 3 years management training in CRM and Queue management.• 3 years training in a variety of Call center tracking software and ticketing databases.• 3 years supervisor training.

Dallas, Texas, Us

• Averaged 75 customer calls per day in call center environment.• Troubleshot and resolved all internet, DSL and network related problems, via telephone and remote access only.• Configured and troubleshot all email for Frontier, Citizens, Newnorth internet DSL customers.• Troubleshot all browser, email and FTP applications as they pertained to Frontier communications.• Reported all service outages and defuse all upset customers.• Performed all password resets and opened all repair tickets for escalation to field technicians.

Pittsford (Rochester), Ny, Us

• Troubleshot and solved open tickets in our Remedy trouble reporting system.• Used technical knowledge to resolve PC and DSL degradations.• Helped customers with the install and configuration of DSL modem along with the set-up of small networks. • Checked for packet loss and monitored routing to help determine cause of poor DSL service.• Interfaced with ILEC’s (Independent Local Exchange Carriers) to test and resolve customer DSL problems. Configured outlook, internet explorer and other DSL internet mail and browser software.

• Conducted NFRC (National Fenestration Rating Counsel) testing in both windows and Mac environments.• Built frames using a micrometer and extruded the cross-sections of various windows, sashes, sills and jams into Auto-CAD. • Tested Auto-CAD designs against 100’s of glazing options.• Suggested glazing options per region based on temperature differential, and heating and cooling indices.