Randel Mcdermott Email & Phone Number

United States

Provide technical support, managed and configured Network devices within the office and Data Center. · Implemented new hardware installation. Tasks included installing operating systems, configuring network integration into company network, setup/configured all security profiles on new systems, and setup any necessary enterprise software packages.· Was solely responsible for managing Microsoft Windows infrastructure to support company and known security policies across all of the user landscape. · Implemented new help desk ticketing system OTRS (Opensource Ticket Request System). Tasks included standing up new hardware to install system, documented procedures for support personnel and for end users. Performed training sessions for various groups.· Managed, planned, and successfully migrated users from Microsoft Exchange to Office 365 cloud. This process involved working with business groups to coordinate transition of their mailboxes and other resources to new service.· Implemented a Windows Deployment Server. This included modifying the internal bootstrap service to support automated of Microsoft Windows operating system and package installations for approved company software. Added custom scripts built using VBScript.· Built and deployed several Unix systems (CentOS) to support various web applications and database installation. Developed a few bash shell scripts to support installations.

Folsom, California, United States

Promoted to Level 3 support for the Verizon business campus in Folsom, which included advanced troubleshooting and assistance for approximately 1300 local end users, and remote support of approximately 1600 end users. · Assisted with server administration on an as needed basis. Point of contact for level 2 end user support technicians. · Led cost savings by initiating the redeployment of hardware when possible, split-shifting for after-hours work, utilizing remote support when possible, and assisting with documentation for the internal knowledge-base. · Assisted in creation of images for PC's, automated deployment of applications using SMS, OS updates, patching of applications, replaced end of life hardware, and supported VoIP accounts.· Maintained the service level agreement for support of 24 hours mean time to resolution (MTTR).· Promptly and properly escalated unresolved issue, including complete problem description, properly document all action preform, and all other within the Team.· Setup and administrate active directory account permission on Window server.· Deployed Operation system and software to the client devices using Microsoft SCCM server.· Supervised 24 facilities activities with variety of LAN equipment, with wired and WIFI connectivity. Review all change control activities and advise my team.· Managed Verizon PC deployments leveraging employee and vendor labor. Supervise staff supporting day to day customer requests maintaining a Service Level Agreement.· Managed IT inventory responsible for ordering varieties of IT equipment to supports the 24 facilities and Team members.· Mentored, supervised a large number of techs over the years regarding infrastructure and systems support.· Posted reference articles to assist techs with repeatable requests/issues that may arise day-to-day.· Led the teams in medium scale user moves and medium scale IT projects. · System Matter Expert troubleshooting infrastructure systems issues.

Folsom, California, United States

Promoted to Level 2 support for the Verizon Wireless business campus in Folsom. Responsibilities included advanced troubleshooting and assistance for approximately 1300 end users. · Performed imaging of PC's, automated deployment of applications using SMS, OS updates, patching of applications, replaced end of life hardware, and coordinated user moves on an as needed basis. · Maintained the service level agreement for support of 24 hours mean time to resolution (MTTR).