Just some IT guy that loves to solve problems

In this position I am responsible for supporting users across the organization both in-office and remote that have technical needs, focusing primarily on Dell laptops, Apple MacBooks, and mobile devices within a Microsoft domain. These duties include imaging, deployment of, troubleshooting and testing of systems and peripherals. Additionally, I answer, troubleshoot, and document support calls and tickets using Jira. I am responsible for using active directory for user support and group creation and maintenance. I identify, isolate and repair or resolve hardware and software problems and contribute to technical Support documentation, helping define resolutions, processes, and procedures for the team as a whole.

Short term assignment responsible for general IT helpdesk support of users migrating from a small company recently acquired to a large enterprise environment. Provisioned user access by working with Active Directory and managing group policy. Used skills in editing, debugging and running PowerShell scripting to quickly set up users and perform maintenance tasks. Supported end users with Microsoft office products as well as Windows 10 and used troubleshooting skills to resolve issues with other software and hardware. Worked with the Kace asset management platform and utilized Jira for documenting issues and work.

Provided excellent customer service by supporting a wide range of technical and network solutions. Served as the initial point of contact, to gather and analyze information about the user's issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem. Solutions include, but were not limited to, uninstalling/reinstalling basic software applications, resolving username and password problems, verifying proper hardware and software set up, resolving network connectivity issues and troubleshooting email issues.

Worked as the on-site IT administrator for the Salt Lake office of a growing engineering firm; responsible for installation, configuration and troubleshooting of desktop and laptop systems, server hardware and software as well as general IT admin work, including Active Directory provisioning and deployment of updates to OS using WSUS as well as application software. Focused on security administration, working with standard Office 365 tools to address SPAM and Malicious mail/attachments, and Symantec endpoint for Virus/Malware detection and removal. Additional duties included troubleshooting and maintenance of engineering and design applications from Autodesk, Adobe, CADWorx, etc. Coordinated all network/telephony cabling, security system monitoring, printing supplies and maintenance. Worked with limited IT staff to provide support as a service for a quickly growing multi-national company of over 600 users.

Worked directly with clients of a growing fintech software development company to resolve common issues with online banking web and mobile applications; as well as investigating and documenting bugs/errors in the product. Issues documented and managed in Countersoft Gemini ticketing system. When software issues were identified, worked with development and deployment teams to coordinate delivery of fixes and enhancements. Additionally, performed some system and process monitoring to ensure client success in day-to-day credit union operations. Utilized basic to intermediate SQL query skills to work with data in order to provide reporting as well as troubleshooting application issues.

Worked as the on-site presence of internal helpdesk in the Salt Lake City office of a medium sized engineering firm; responsible for installation, configuration and troubleshooting of desktop and laptop systems, server hardware and software as well as general IT admin work, including Active Directory provisioning and deployment of updates to OS using WSUS as well as application software. Troubleshooting and maintenance of engineering and design applications from Autodesk, Adobe, CADWorx, etc. Coordinated all network/telephony cabling, security system monitoring, printing supplies and maintenance. Worked with limited IT staff to provide support as a service for a company of over 400 users.

• Log all activity for work into ticket/incident management systems (HP OpenView, CA Service Desk) and ensure all information is correct for reporting purposes.• Provide higher level support for internal help desk users (including on-call rotation), assist in troubleshooting issues with Windows workstations and Windows/Solaris/SCO United Linux servers, taking on ownership of issues until resolution.• Coordinate multiple teams and other resources to resolve single site and enterprise wide application outages, with timely updates for senior parties within and without the IT organization• Verify hardware status before, during and after replacent/maintenence using standard hardware vendor (Dell, HP) supplied tools (both web and cli interface versions).• Perform complete Windows desktop and server OS imaging using pre-scripted WinPE staging environment; as well as custom scripted Sun Solaris/and SCO United Linux installations. • Verify configuration of Windows XP and Windows 7 workstations, and their package management systems (Marimba, CA ITCM).• Analyze automated monitoring alerts and determine appropriate course of action, assist in troubleshooting and refer hardware issues to vendor.• Create documentation for help desk users as well as other teams/groups, and address feedback in order to improve future versions.• Work with other support groups to assist in deployment, documentation, training and support of new hardware/software.

Assist customers with technical issues regarding their dial-up internet access, working in a call-center environment.