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Gregory
GregBissette@comcast.net
904-334-4443
Jacksonville, FL 32256
Technical Service Engineer
19 years experience W2
3
Recommendations
Average rating
170
Profile views
Summary

  • Driven IT professional with more than 25 years experience working at a fortune 500 company in project management, enterprise architecture, system administrator, and operations support.
  • Excels at providing systems management, network and software troubleshooting, service delivery, technical documentation, and excellent customer service.
  • Hands-on experience collaborating with teams in engineering efforts, including design, implementation and support with tight deadlines.
  • Design and Implementation / Technical Lead / TCP/IP / LAN/WAN / Solutions Architecture Organization Skills / Troubleshooting and Issue Resolution

TECHNICAL SKILLS

  • Windows Server (2003 to 2012 R2)
  • Windows Operating Systems (7, 8, 10)
  • Microsoft Active Directory
  • Citrix Systems
  • Visual Studio (vb.net)
  • CyberArk ViewFinity
  • Microsoft SCCM
  • Network Protocol Analysis (Wireshark)
  • Microsoft SQL
  • Large-Scale Systems
  • PowerShell
  • Technical Writing and Documentation
  • VBScript
  • Networked Applications
  • MS Office Skills
  • Written and Oral Communication Skills

Experience
Enterprise Architect
Information Technology
Nov 2014 - Apr 2017
Jacksonville, FL
  • Oversaw design, analysis, testing, security and business requirements, strategic planning, and process improvements using standard Information Technology methods.
  • Proactively analyzed existing and future enterprise systems, based on risk management, business needs, and network performance strategies, and recommended cutting-edge technologies.
  • Provided third-level phone and in-person support and coaching for Help Desk and Desktop technicians on resolving technical issues as well as root cause analysis in a dynamic environment.
  • Created and maintained controls for privilege management, group policy, and critical computer systems.

Key Achievements:

  • Designed, implemented, and documented a privilege management system using CyberArk ViewFinity. Ran the entire project from start to finish working independently to free up team members for additional projects. This system increased endpoint security and reduced support calls from issues caused by excessive permissions.

  • Implemented new training procedures for technicians and support engineers on a variety of processes and systems to assist them in understanding the processes to improve customer support and reduce problem resolution times. This resulted in a 10% reduction in escalated incidents to second and third level support.

  • Provided problem solving skills to critical issues affecting hundreds of users on at least 6 specific occasions to application and support teams to fix software and system issues that were impacting production. In these cases the timely problem resolution reduced down-time by days and saved thousands of dollars in lost productivity.

Enterprise Architecture Scala Process Improvement Training Strategic Planning Risk Management Business Requirements Technical Support Analysis CyberArk Database Design
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References
Average Rating

1 recommendation
Client Support Engineer
Information Technology
May 2006 - Nov 2014
Jacksonville, FL
  • Managed IT requirements for the organization, including installing, diagnosing, research, reporting, maintaining, and upgrading all software, hardware, equipment, and virtualization.
  • Provided solutions and developed software and hardware scripting to assist desktop technicians, contributing to career development strategies.
  • Provided customer and IT support for third-level desktop and software issues in a fast-paced environment. Provided high level troubleshooting support for many enterprise systems including proxy servers, SQL, DNS, and DHCP.

Key Achievements:

  • Created a program that brought together all of the commonly accessed windows settings and log information typically accessed during a support call. The end users could then access all information the help desk or desktop technician needed quickly and easily.

  • This saved an average of 5 minutes per support call greatly speeding up time to resolution for incidents and increasing customer satisfaction.

  • Assisted with troubleshooting Active Directory issues and discovered key resolutions that reduced logon time issues for 5,000 remote transportation employees.

DNS MS Active Directory Windows Virtualization SQL Proxy Server Scripting Technical Support
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References
Average Rating

1 recommendation
Technical Architecture Engineer
Construction/Engineering
Apr 2004 - May 2006
Jacksonville, FL
  • Installed, upgraded, and configured applications on Windows clients and provided technical support to optimize workflows, scheduling and operations processes.
  • Designed, configured, and tested computer hardware, networking software, and operating system software to ensure seamless experience for the users.
  • Provided troubleshooting and customer service to internal customers as well as vendors.

Key Achievements:

  • Part of a team effort to create a corporate desktop strategy to align outputs with business objectives and reduce costs. This helped to create a more efficient desktop team and lead to a reduction in needed staff that allowed for reassignment of resources to a needed desktop refresh team.

  • Designed and implemented an Active Directory group policy system to control client computer settings. This simplified the image build process and allowed for dynamic configuration changes, quicker implementation of security settings, and consistent user experience across the company.

MS Active Directory Citrix Systems Engineering Technical Support Desktop Support Customer Service Windows Database Design
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Citrix Server Technical Engineer
Transportation
Jun 1998 - Apr 2004
Jacksonville, FL

  • Part of a team that designed and implemented a new Citrix system to save thousands of dollars on providing critical software to field employees.
  • Maintained the Citrix system with no assistance and no down-time for approximately 1 month while new employees were interviewed and hired to replace departed team members.
Citrix Database Design
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Edit Skills
Non-cloudteam Skill
Education
Business Administration
University of North Florida
Certifications
Technical Certifications
Microsoft Certified Technology Specialist Windows 7 8.1 (Microsoft ID: 385511)
Citrix Certified Administrator for XenApp 6 (Citrix ID: CTX436349)
CompTIA A+ Certification (Transcript ID: Z9QFP422C1QQ1GC4)
CompTIA Network+ Certification (Transcript ID: Z9QFP422C1QQ1GC4)
Skills
Technical Support
2017
13
Database Design
2017
11
MS Active Directory
2014
10
Windows
2014
10
DNS
2014
8
Proxy Server
2014
8
Scripting
2014
8
SQL
2014
8
Virtualization
2014
8
Citrix
2006
7
CyberArk
2017
3
Analysis
2017
2
Business Requirements
2017
2
Customer Service
2006
2
Desktop Support
2006
2
Enterprise Architecture
2017
2
Process Improvement
2017
2
Risk Management
2017
2
Scala
2017
2
Strategic Planning
2017
2
Systems Engineering
2006
2
Training
2017
2
LAN
0
1
PowerShell
0
1
Solutions Architecture
0
1
System Administration
0
1
TCP/IP
0
1
WAN
0
1
Windows Server
0
1