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Warren
smithww44@yahoo.com
904-619-9932
Jacksonville, FL 32099
Production Support Technician
21 years experience W2
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Summary

Experience
Production Support Technician
Nov 2019 - present
Jacksonville, FL
Provide help desk support for over 15,000 internal Bank of America employees using remote desktop tools to troubleshoot multiple Windows and MAC operating systems. Using Remedy Ticketing System to open and close tickets using detailed documentation of resolving issues for clients.
Production Support Windows Documentation
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Windows 7 to Windows 10 Migration Technician
Sep 2019 - Nov 2019
Jacksonville, FL
To migrate Kemper employees from Win 7 to Windows 10. Imaging and installing software using SCCM and the Microsoft Software Tool. Install workstations for users and troubleshoot any hardware issues for migrated Windows 10 users.
MS SCCM Windows Windows 7
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PC Technician / Desktop Support Technician
Aug 2017 - Aug 2019
Jacksonville, FL
2 years experience repairing desktop and laptop PC's (Dell, HP and Lenovo). Familiar with ticketing system to update and close tickets – ResolveIT and Service Now. Physically able to move PC’s 8 hours per day – Under desk, lifting and relocating devices. Familiar with encryption tool such as Pointsec which is part of the laptop build process. Familiar with Anti-Virus software using McAfee. Building and imaging desktops, notebooks and thin clients. Familiar with using deployment tools in a Windows 7 environment with access to RADIA proprietary Citibank software. Familiar with using deployment tools in a Windows 10 environment with access to SCCM proprietary Citibank software. Using Citibank's proprietary CTI Active Directory to use different naming conventions and assigning Citibank clients according to their departments such as, Commercial Cards with all the branches of the United States Government, Home Depot, Costco, American Airlines, Major Hotels etc. In contact with various vendors for Dell, HP and Lenovo to replace and repair notebooks that are under warranty. Supported user environment of under 5000 users throughout the Citi Bank campus. Excellent oral and written skills. Capable of working independent on non-complex task and tickets. Can identify PC issues connecting to the intranet and internet by access of the network room using the patch panel and Cisco switches to resolve. Able to provide accurate and concise written detail in ticket system updates. Familiar with cabling to trace out patch cables to a port. Familiar with IP telephony / install phones and logging in device in by using Cisco IP phones. Capable of reviewing floor plans to locate user to service tickets and requests.
Desktop Support Desktops Microsoft Excel MS Active Directory Telephony
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Tier One Help Desk Technician at Stellar
Jan 2017 - Apr 2017
Jacksonville, FL
First responders of contact for Stellar users. Responsible for setting up new accounts of users in Active Directory using DCC servers. Responsible for setting up users with Microsoft exchange emails using exchange10a servers. Responsible for setting up users with Stellar main printer using the print1 server. Setting up jobs for JDE for construction work within Stellar. Using ZenDesk ticketing system to generate new tickets, sending emails through ZenDesk, Closing tickets when completed. Creating Standard Operating Procedures when closing tickets for users. Using standard Stellar checklist for Tier 1 for setting up user accounts from their role models, printers, emails, proprietary company software such as Contract Manager, JDE for Stellar employee time tracking software. When creating users through Active Directory to make sure they are put into the right group or container according to who they will be modeling after as per confirmation from the VP or manager of the group. Responsible for imaging Microsoft Surface 3 and 4 for Service techs, managers and VP's as well as Dell, Lenovo and HP laptops. Using Bomgar desktop remote software, TeamViewer or Microsoft RDP to assist with resolving user issues. Responsible for installing company wide proprietary software from the Stellar network path. Installing Cisco AnyConnect VPN software for laptop users to gain control of their network drives and to access the intranet whether at the Stellar headquarters or at another Stellar site location. Responsible for installing network, Wi-Fi or USB printers for all Stellar users companywide in the US.
GW ContactManager MS Active Directory VPN Laptops Microsoft Exchange Printers
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Desktop Support Specialist
Dec 2015 - Jan 2016
Jacksonville, FL
Setting up new user Dell Latitude laptops to be imaged with the new Bank of America build software utilizing SCCM and Bart with their proprietary software. Once we receive users old laptops we will begin the backup process along with their new latop to restore their user profile along with printers, mapped drives and also to configure their Microsoft Exchange email. Since we are 2 days ahead we then get the user new laptop prepared to shipping. We hold onto their legacy laptop for 10 days to make sure they are fully operational. If a user calls us we provide troubleshooting advice and to make sure they are satisfied with the end product.
Database Backups Desktop Support Microsoft Exchange Problem Solving Laptops Printers
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Desktop Support
Jan 2015 - Jul 2015
?Install, assemble and configure computers, monitors, and peripherals such as printers, scanners, and related hardware. ?Responsible for wiring laptop carts for All of Duval County Public Schools. ?Responsible for migrating the City of Jacksonville’s city workers their data and transfering to a newer Lenovo Desktops and notebooks.Responsible for migrating DCPS (Duval County Public School) school teachers and admins their profiles and migrating to Windows 7. ?Using SCCM to deploy school software for student laptops.
Desktops Desktop Support Printers Windows Windows 7 MS SCCM Laptops
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Production Support
Nov 2014 - Jan 2015
Jacksonville, FL
?Responsible for fixing 80 production HP printers and Zebra labelers on production lines that sends out via mail sports apparel, footballs and many more items.
Production Support Printers
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Windows 7 Migration Coordinator
Dec 2014 - Dec 2014
I was responsible for scheduling users for their computers to be migrated to the Windows 7 platform by sending emails and they would send confirmation emails back to me. I would also before the migration visit the end user to verify the serial numbers of their machines to match what I received from the project managers' list. I would send an email again to the user to make sure their desktop computer stays on during the migration which also includes users with laptops as well. During the migration I would do a remote session of a list of computer names on a webpage that monitors the progress of the migration. When successful the computer would shut down and when the user returns the next day the user will check to see if their programs and user profiles are intact.
Laptops Windows Windows 7 Project Management
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Windows 7 Post Deployment Technician
Dec 2014 - Dec 2014
?Meet with users in Windows 7 Post Deployment conference room to collect new Lenovo or HP EliteBook notebooks with new docking stations. ?Tell users about the new changes with their new laptops and what to expect from them. ?Look for users who have color flags in their cubicles to see how they are adjusting to their laptops and the software they have if it meets their requirements to do their job function. ?Troubleshoot any issues they may have until resolved. ?Collect checklist from users with laptops for final inspection. ?Setup Lenovo desktops for customer service users and troubleshooting any issues they may experience whether hardware or software related.
Customer Service HP Problem Solving Windows Windows 7 Desktops Laptops
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Desktop Support
Dec 2014 - Dec 2014
Desktop Support
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Information Technology
Nov 2014 - Sep 2014
* Met with users in Windows 7 Post Deployment conference room to collect new Lenovo or HP EliteBook notebooks with new docking stations.Tell users about the new changes with their new laptops and what to expect from them.Look for users who have color flags in their cubicles to see how they are adjusting to their laptops and the software they have if it meets their requirements to do their job function.Troubleshoot any issues they may have until resolved. Collect checklist from users with laptops for final inspection.Setup Lenovo desktops for customer service users and troubleshooting any issues they may experience whether hardware or software related.
No skills were added
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Windows 7 Migration Coordinator
May 2014 - Apr 2014
Windows 7 Migration Coordinator Responsible for validating serial numbers on desktops to prepare for Windows 7 Migration.
• Using SCCM through Active Directory to install software for users.
• Send out emails to users scheduled for Windows 7 Migration along with appropriate software that they use.
• To perform a Windows 7 migration for over 50 or more a given scheduled night by using Blue Cross Blue Shield's Windows 7 migration website to monitor those computers.
• If a user's computer did not migrate due to system failure to replace and/or send emails letting them know about either a replacement pc with a new serial number or to reschedule for a later date.
• To install a new system for users along with the software they use from SCCM
Project Management MS Active Directory Desktops
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Sep 2014 - Feb 2014
Voya)
No skills were added
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Windows 7 Migration Technician
Information Technology
Apr 2013 - Nov 2013
J&J Account Vistakon/Xerox Business Services) Migrate users from Windows XP to Windows 7.
• Use Directory Resource Administration to setup new computer names in the Vista OU container.
• Install user's proprietary programs via SCCM's company website.
• Backup user profiles by taking snapshots of their desktops and using Microsoft's USMT to back up their entire profile.
• To join the users to the JNJ company domain.
• Responsible for imaging new laptops and desktops with J&J's imaging software.To restore user's state profile via Microsoft's USMT restore process. Responsible for upgrading hardware as needed for users when possible.
Desktops Laptops Database Backups
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Migration Helpdesk Support
Jun 2013 - Aug 2013
Migration Helpdesk Support Used Dell KACE and Help Star
Dell
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Help Desk/ Desktop Support Technician
Dec 2012 - Dec 2012
Help Desk/ Desktop Support Technician Responsible for disconnecting workstations, packing up the workstations, reconnecting them at their new location and testing them to make sure they worked properly.
Desktop Support
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Information Technology
Jan 2012 - Jan 2012
ticketing software to open send comments email and closing tickets for Advanced Disposal employees. Used Bomgar Microsoft MSTSC and Join Me desktop remote software troubleshoot user issues.
• Resetting users' password in Microsoft Active
• Correcting and revising Advanced Disposal users to their proper OU's according to their site locations in Microsoft Active Directory.
• Installing network and local printers for Advanced Disposal users at the headquarters and also by remotely for users at various locations.
• Closing hung sessions for a user in a Citrix environment by accessing Citrix App Center to shut down application servers.
• Accessing Control Maxx Agent Desktop see technicians' time on a call with users within the company.
• Used Outlook Exchange Server 2010 to send and receive emails.
• Reset user passwords for Trux 7 Live for users at disposal transfer stations and offices.
• Responsible for migrating users that were former Veolia and Interstate Waste System to migrate their laptop and desktop to join the ADS network.
MS Active Directory Citrix Employ Printers
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Migration Technician
Information Technology
Sep 2007 - Nov 2008
Migration Technician Responsible for obtaining users profiles using DameWare Mini Remote software to move their data from the hard drive to the network.
• Imaging both laptop and desktop with the Mc-Graw Hill software and updating the device manager in Windows XP Professional.
• Once I receive the user's credentials then I configure their XP logon, intranet, printers and exchange server accounts for him/her to log on to the network.
• Supported over 1000 end users at 2 Penn Plaza in New York City.
• I then install the desktop/laptop for the user removing any legacy equipment if any and to make sure the user data migrated properly.
• Used SRMS ticketing software by Unisys to open, edit and close tickets.
Printers Windows XP Windows
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PC Technician
Information Technology
Jun 2007 - Aug 2007
Bear Stearns Corp.) PC Technician
• Used call tracking program called Remedy to open, edit and close tickets.
• Installed flat panel monitors for executives, office personnel and stock traders.
• Used remote desktop software such as Timbuktu to install programs for users.
• Using Marimba Tuner from Bear Stearns internal website to image new computers for new and current users.
No skills were added
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Migration Technician
Nov 2006 - Jun 2007
InSource Inc. (Client Migration Technician
• Imaging new pc's to deploy with Windows XP.
• Installing new APC battery backups for Cisco switches and hubs.
• Perform inventory of desktop pc's and printers.
• Migrated users from Outlook 2003 to Outlook 2007
Printers
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PC Refresh Migration Technician
Information Technology
Jul 2006 - Aug 2006
NASDAQ) PC Refresh Migration Technician
• Assisted in deploying NASDAQ personnel with Windows XP from Windows 2000.
• Using Ghosting and Microsoft tools to migrate user's desktop settings by taking screenshots.
• Testing software once migration is done to assure accuracy.
• Assist users with any issues that they may have with regards to the new upgrade.
No skills were added
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Systems Administrator
Jul 2006 - Jul 2006
J.P. Morgan/Chase) New York City, New York
System Administration
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PC Refresh Migration Technician
Information Technology
Oct 2005 - Feb 2006
Volt Technical Services / (Client PC Refresh Migration Technician * Assisted in supporting of the PC refresh project by rolling out Windows XP on workstations by transferring existing data on legacy PC's to the new XP application on new Dell GX620 machines. Also in general support of desktop problems of hardware and software break-fix issues.
No skills were added
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May 2001 - Feb 2002
Center.
No skills were added
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Edit Skills
Non-cloudteam Skill
Education
John Bowne High School, 1983 - 1987
Computers
John Bowne High School, 1983 - 1987
Certifications
Information Systems Security Professional
I/T Shared Services Compliance Education
Records and Information Management Training
IAPP-English-Only Version 8
Global Training Policy (POL-1111 Version 2.0)
Information Systems Security Professional
A+/Network+
PC Assembly
Hardware/Software Skills
Windows 2000
DOS 6.22 and Career Preparation Skills
Skills
Printers
2017
6
Desktop Support
2019
3
Desktops
2019
2
Laptops
2017
2
Microsoft Excel
2019
2
Microsoft Exchange
2017
2
MS Active Directory
2019
2
Production Support
2021
2
Telephony
2019
2
Windows
2021
2
Database Backups
2016
1
Documentation
2021
1
Problem Solving
2016
1
Windows XP
2008
1
Blackberry
0
1
Citrix
2012
1
Customer Service
2014
1
Dell
2013
1
Diagnostics
0
1
Employ
2012
1
GW ContactManager
2017
1
HP
2014
1
Microsoft Office
0
1
MS SCCM
2019
1
Project Management
2014
1
Recruiting
0
1
System Administration
2006
1
Technical Support
0
1
VPN
2017
1
Windows 7
2019
1