Desktop Support Engineer Level 2 Moderna (Slipstream IT) • Desktop Support • Provide an exceptional user experience and work within a team environment. • Support over 1200 users for technical issues at the IT Lounge. • Office 365 Administration by creating and managing distribution lists, mailboxes, groups, and conference rooms. • Support of onsite and remote employees • Assist junior technicians with more complex technical issues as an escalation point. • Desktop and Phone refreshes • Support of infrastructure of devices including Dell Latitudes, XPSs, iPhones, and MacBook Pros • Install approved applications for users using Admin credentials. • OKTA Administration • Troubleshooting of laptops and phones for FTEs and Service Providers • Manage inventory of hardware • Assist in new implementations, such as the Win10 Upgrade 21H2 project. • Troubleshooting of hardware and application issues • Printing issues with Global Print for users and printer queues • Testing for rollouts of new technology and initiatives • System Administration of Active Directory and SCCM to manage users, groups, permissions, devices, and policies. • Use AirWatch to manage Apple devices including MacBook’s, iPhones, and iPads.

Support of IT InfrastructureTroubleshooting of PC issues including monitors, Surfaces, Laptops, and DesktopsTroubleshooting of custom applicationsProject workNetwork and software issuesSetup and termination of new usersActive DirectoryDaily monitoring of in house applicationsSupport of Warehouse, office users and management teamManage and update inventory of hardwareProject management of Windows 10 migration project from Windows 7Support of remote employees using remote access toolsServer ManagementDaily checks

·        Windows 10 Migration project·        Image computers·        Move users data on to new computers from old computers·        Manage inventory·        Enter tickets for tracking with each migration·        Schedule time with each user·        Troubleshoot any application issues·        Manage objects in Active Directory·        Assist with IT Support as needed·        Verify with user that all data, applications, network drives, and printers on old machine is. on new machine.Migrate all users from Windows 7 to Windows 10 with minimal downtime 10 Migration project

• IT Support for Corporate Office• Troubleshooting software, hardware, network, and Application issues in multiple environments. • GSuite• Active Directory• Exchange email setup• Updating of Security patches and anti-virus software • Office moves as needed• Setup of supervised cell phones for new employees• IT Project work• Windows 10 upgrade project• Setup and termination of employee access. • Server Administration and troubleshooting. • Update and creation of documentation as needed. • Symantec Encryption setup• Lenovo Laptop setup and decommissioning • Monitoring of NOC alerts• Verify backups and resolve any backup failures• Setup new laptops and desktops• Connect remotely to troubleshoot issues using Go to Assist• Track work using ticketing system

•IT Support for MSP support small to mid-size companies•Troubleshooting software, hardware, network, and Application issues in multiple environments.•Making changes to customers firewalls depending on customer needs.• Administration of Office 365• Troubleshooting of access points• Verifying and troubleshooting backups• Setup and termination of employee access.• Server Administration and troubleshooting.• Update and creation of documentation as needed.• Support of Citrix platforms

● Manage Network Devices ● Desktop Support ● Support of iPads and Chromebooks ● Backups ● Administer Active Directory environment by managing users and Group Policy. ● Manage and Administer JAMF including editing and adding new policies and mobile apps ● Monitor network at all schools ● Administration of Sophos Suite ● Monitor and troubleshoot access points in multiple schools ● Setup and configuration of HP and Cisco switches ● Create jobs in Altiris to push to PCs in the school ● Manage Google Apps environment ● Troubleshoot network problems and conflicts. ● Mixture of HP Aruba and Cisco sw

• System Administration of Windows servers• Citrix Xen Server Support• Create, Manage, and Upgrade VMWare instances• Office 365 Support• Support of Education Software• Create, Delete, and Manage Users, Security Groups, Computers, OUs, and Permissions in Active Directory• Manage Group Policies in Active Directory• Vsphere• Troubleshoot systems issues on servers and PCs for internal and external users• Support of Citrix Receiver• Printing issues

• Desktop Support on Windows7 machines• System Administration• Implementation and Management of Casper Suite• Manage all iMacs, iPhones, iPads using the Casper Suite• Create Users, Mange Security Groups, Computers, OUs, and manage policies in Active Directory• Apple System Administrator and Support• Troubleshoot software and hardware issues on Apple devices including Adobe Creative Cloud, Suitcase Fusion and other Apple related software.• Primary Technical contact for company• VOIP Adds, Changes, Deletions, and Troubleshooting• Executive Support• Patching of all Pcs and Servers.• Setup and Troubleshooting of VPN• Imaging and troubleshooting of OS X 10.9 and 10.10• Configuration of Sophos Anti-Virus on clients• Support of Office 2010, 2013, and Office for Mac• Make Hardware and Software recommendations• Lead on Projects including implementation of new PDF software and setting up Apple network that binds through Active Directory for authentication. • System Administration of Exchange by creating new email accounts, disabling accounts, archiving mailboxes including managing service accounts, and active sync• Troubleshoot network issues including LAN and Wi-Fi using TCP\IP• Setup new Blackberries and Administration of BES server• Troubleshoot hardware and software issues related to desktops, laptops, and server• Office Moves• Exchange System Administration• Printer, Desktop, and Server Troubleshooting of hardware and software including drivers, patches, video cards, monitors,• Manage our Vendors daily tasks when they are onsite• Jamf Software Casper Suite

• Desktop Support• Citrix – Xen App Server• Troubleshooting of hardware, software, and network issues• VOIP Phones• Thin Clients• Setups and Moves• Primary Technical Contact• MAC, IPhone, and IPad Support• Setup Print Queues• Troubleshooting of Printer Server issues

• Desktop Support• Primary Technical contact• 1st and 2nd Level Support• Desktop Computer Moves• Windows 7 Migration• Active Directory• Exchange 2003 and 2007• Backups• Network issues• Blackberry Support• Android and Iphone Support• Monitor Ticketing System• Troubleshoot user application issues.• Cisco Virtual Private Network (VPN) Connectivity Problems• Technology Concerns of Senior Executives• VOIP Desktop Phone Issues• Computer Moves• Desktop Computer Initial Set-up and Maintenance

Triage Management • 2nd Level Support• Primary Lead Triage Manager for Severity 1 and 2 application issues• Work from Home (Remote)• Restore Maximo tickets based on restoral• Phone Support.• Executive Support.• Create Problem Tickets for Severity 1 and 2 issues• Request Internal Reviews• Follow-up and close Severity 3 Problem Tickets assigned to me• Configuration Management• Follow escalation processes• Work with other technical teams to resolve application issues• Worked with technical partners to run SQL queries to fix application issuesTST Support • 1st Level Support• Work from Home (Remote)• 75+ calls or tickets per day by either phone calls or email.• Basic Administration tasks in Linux-Based Applications• Monitor Outlook team mailboxes• Follow escalation process for Severity 1 and 2 application issues.• Modify user access• Troubleshoot user application issues.• Telephone support of multiple applications.• Password resets.On-Site Application Support Technician • Desktop Computer Initial Set-up and Maintenance• Technology Concerns of Senior Executives• Telephony System Infrastructure and Call Routing Plans• Multiple Locations/Sites• Phone Support for remote users.• Create and Administration of Sharepoint site• Voice-over-Internet Protocol (VoIP) Telephony System Install Project• Liaison with Technology Vendors and Other Technology Support Teams • UNIX-Based, Windows-Based, Midrange and Mainframe Applications• LAN and WAN Connectivity• Printer Optimization/Efficiency Project

Primary Lead Triage Manager for Severity 1 and 2 application issuesWork from Home (Remote)Restore Maximo tickets based on restoralPhone Support.Cashpro Online (Homegrown)Executive Support.Create Problem Tickets for Severity 1 and 2 issuesRequest Internal ReviewsFollow-up and close Severity 3 Problem Tickets assigned to meConfiguration ManagementUpdate Documentation as neededFollow escalation processesWork with other technical teams to resolve application issuesWorked with technical partners to run SQL queries to fix application issues