It Analyst I
Raleigh, North Carolina, Us
∷ Responsible for working independently or on a team to resolve end user support incidents received.∷ Responsible for investigating & resolving malware tickets.∷ Responsible for resolving software and hardware tickets for enduser desktop environments.∷ Responsible for escalated tickets from Tier I/Help Desk.∷ Responsible for managing user and computer objects in Active Directory and GPO creation/editing.∷ Collaborates with Network & Infrastructure team to resolve network issues.∷ Collaborates with Provisioning & Deployment team to research, package & test new software, test & develop new processes, develop documentation and training, and develop deployment strategies.∷ Assists Provisioning & Deployment team with installing and setting up new computer labs including imaging using Kace, Ghost, or DISM scripts.∷ Assisted Security Engineer in implementing a SIEM solution, including syslogs, agents and other infrastructure pieces.∷ SME for Apple Mac deployments and automated management utilizing ARD, Kace and shell scripts.∷ SME for Linux use cases (testdisk, dd, nmon, htop, dmidecode etc.) Expertise on Gentoo, with suitable user experience on Centos, Debian, Kali.∷ SME for installing & maintaining complex software systems. Examples include AutoDesk Suite, Adobe Creative Cloud, EDExpress, John Deere Service Advisor, & Caterpillar HEO Simulation.∷ Supports special projects as needed.∷ Provide out of the box solutions for unique user & support environments. Examples include virtualized installation of MacOS Sierra for software package testing, custom Gentoo Linux Server build for data collection, malware removal, and data recovery applications.∷ Responsible for supervising contractors and part-time staff.∷ Provided interim Campus Coordinator (management) services for staff including creating an achievements program for incentives, creation of family style atmosphere, and providing direct mentorship for three staff members.