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Robert
robertderrah@yahoo.com
978-404-1324
62 Western Ave
Saugus, MA 01906
Desktop Support Engineer
10 years experience
W2
0
Recommendations
Average rating
50
Profile views
Summary
SKILLS
Worked with COTS applications, software, and products
LANDESK Systems and Endpoint Security Management Suites
Incidents Management
ITIL
ITSM
SCCM
ServiceNow, HEAT, Chromatix Ticketing Systems
A/V Installation, Configuration, and Troubleshooting
Windows XP, 7, 8, 8.1, 10 and Mac OS environments
Installing, managing, and troubleshooting Windows Server 2008 R2, 2012 and 2012 R2 with DNS, DHCP, RRAS, Group Policy Objects
SQL Server
A+, Network+, Server+, and MCP Equivalent training and experience
Strong networking ability and proficient in PC repair
Virtualization
Disk imaging
Migration
Manage Engine Desktop Central, ServiceDesk Plus, OPManager, AD Manager, AD Audit Plus, Password Manager Pro
Shoretel VOIP
SharePoint, Box
Symantec AV
Software Support
Citrix Receiver
Active Directory Configuration, LDAP, Azure
Multimaster replication
Forests
Trees
Domains
Organizational Units
Trusts
Experience
Desktop Support Engineer
Banking/Financial
Feb 2019 - Sep 2020
Imaging and Deployments.
SCCM.
System builds/Upgraded migrations along with installations and configurations of software applications.
Deployed new computers to the end-user community.
Outlook 2010, 2013, 2016, and O365 configuration and installation.
Office 365 installation and troubleshooting.
Coordination between corporate and executive departments; kept updates on project progress.
Worked with team leads for application installations and upgrades.
LANDESK Systems and Endpoint Security Management Suites.
ServiceNow Ticketing System.
Active Directory Configuration, LDAP, Azure.
Network Configuration.
Windows 10 Support.
Executive Technical Support.
Desktop Support
Database Upgrades
LDAP
MS Active Directory
MS Azure
Office 365
ServiceNow
Windows
Technical Support
Problem Solving
MS SCCM
LanDesk
Remove Skill
North America Support Specialist
Information Technology
Aug 2018 - Feb 2019
Supported customer teams and partners to deliver a first-class response in time-critical situations.
Provided product-specific support to professional services, technical and business teams, developed business solutions.
Provided triage leadership, guidance, and status in accordance with service level agreements.
Covered company-wide imaging and deployments, McAfee Encryption installations, system builds.
Upgraded migrations to Windows 10, installations, and configurations of software applications.
Coordinated imaging and migration projects, tracked progress in an accurate manner.
Deployed new computers to the end-users.
SCCM/Outlook 2016/Office 365 configuration and installations.
Hardware and software troubleshooting.
Desktop Support
Office 365
Windows
MS SCCM
Problem Solving
Remove Skill
Desktop Support Specialist and A/V Support
Information Technology
Dec 2017 - Aug 2018
Coordination between corporate and executive departments; kept updates on project progress.
Audio and video support for all conference rooms.
Polycom phones and AMX A/V panels support.
Dell and HP support for all end-users.
C-Level Executive level support.
Worked with vendors and OEM for application installations, upgrades, and patching.
Active Directory and Group Policy.
SCCM/Installation of network printers.
Worked with ServiceNow, Remedy, and HEAT service management software.
Database Upgrades
Desktop Support
Printers
BMC Remedy
ServiceNow
MS SCCM
MS Active Directory
HP
Group Policy
Dell
Remove Skill
Lead Tech, Systems Integration, R&D
Consumer Goods
Jul 2017 - Nov 2017
Imaging and Deployments.
SCCM.
System builds/Migration upgrades along with installations and configurations of software applications.
Coordinated imaging/migration projects, tracked progress in an accurate manner.
Deployed new computers to the end-user community.
Outlook 2010, 2013, and 2016 configuration and installation.
Office 365 installation and troubleshooting.
Coordination between corporate and executive departments; kept updates on project progress.
Worked with vendors and OEM for application installations and upgrades.
Worked with COTS applications, software, and products.
PowerPoint, Kingsoft, Canvas X17.
LANDESK Systems and Endpoint Security Management Suites.
iPad configuration and installation.
ServiceNow Ticketing System.
Active Directory Configuration, LDAP, Azure.
Project Coordinator
MS Azure
Office 365
Project Management
Systems Integration
ServiceNow
MS Active Directory
LDAP
Database Upgrades
LanDesk
Problem Solving
Technical Support
Remove Skill
Project Coordinator - Networking/Imaging/Migration
Information Technology
Apr 2017 - Jul 2017
Imaging and Deployments.
SCCM.
System builds/Migration upgrades.
Applications installation and configuration.
Active Directory and Group Policy.
Coordinated imaging/migration projects, tracked progress in an accurate manner.
Deployed new computers to the end-users.
Outlook 2013 and 2016 configuration and installation.
Domain configuration.
Project Management
Project Coordinator
MS Active Directory
Group Policy
Database Upgrades
MS SCCM
Technical Support
Remove Skill
Desktop Support/Imaging/Migration
Construction/Engineering
Feb 2017 - Apr 2017
Installation and configuration of network printers for various locations.
Imaging and Deployments.
SCCM.
System builds/Migrations upgrades.
Software application installation and configuration.
Active Directory and Group Policy.
Outlook 2010, 2013, and 2016 configuration and installation.
Coordinated imaging/migration projects, tracked progress in an accurate manner.
Deployed new computers to the end-users.
Exchange Server 2010 and 2013.
ServiceNow Ticketing System.
Database Upgrades
Desktop Support
Printers
ServiceNow
MS Active Directory
Group Policy
Remove Skill
IT Support/Imaging
Education
Oct 2016 - Jan 2017
Installation and configuration of network printers for various locations.
Active Directory.
Wireless Networking, Imaging, and Deployment.
Managed system builds, upgraded migrations, installed and configured software applications.
LAN and WLAN infrastructure.
Incidents Management.
ITIL.
ITSM.
ServiceNow Ticketing System.
Printers
WLAN
Wireless Networks
ServiceNow
LAN
MS Active Directory
Remove Skill
IT Support and Desktop Systems Analyst
Information Technology
Apr 2016 - Aug 2016
Executive Support - field service, mobility support, conference/video support.
Intracompany Customer Service.
Database documentation/HEAT System, and ServiceNow.
Installation and configuration of network printers for various locations.
Strong working knowledge of Active Directory.
Wireless Networking, Imaging, and Deployment.
Tier 2 Helpdesk Desktop Support.
Worked with COTS applications, software, and products.
PowerPoint, LibreOffice, Kingsoft, Apache OpenOffice, Canvas X17.
Desktop Support
Printers
Project Management
System Analysis
Wireless Networks
ServiceNow
OpenOffice
MS Active Directory
Documentation
Customer Service
Apache
Remove Skill
Desktop Support/Imaging and Deployments
Information Technology
Nov 2015 - Mar 2016
LAN and WLAN infrastructure.
Managed system builds.
Upgraded migrations.
Installed and configured software applications.
Deployed and supported company infrastructure systems.
Supported infrastructure between Engineering and Assembly departments.
Encryption processes/McAfee Installations.
Microsoft Deployment Toolkit.
Incidents Management.
ITIL.
ITSM.
ServiceNow Ticketing System.
Desktop Support
WLAN
ServiceNow
MS MDT
LAN
ITIL
McAfee
Remove Skill
IT Support and Desktop Systems Analyst
Banking/Financial
Jun 2015 - Nov 2015
Executive Support - field service, mobility support, conference/video support.
Intracompany Customer Service.
Database documentation.
Interacted with Investment and Support Departments.
Outlook 2010 and 2013 configuration.
Installed and configured network printers for various locations.
Troubleshoot Lotus Notes issues.
Active Directory: Password resets, add/remove users, permissions, privileges, adding printers to domains.
Hands-on remote support experience.
Office 365 installation.
VPNs configuration.
Wireless Networking.
Tier1 and 2 Helpdesk Desktop Support.
LAN and WLAN infrastructure.
A/V installation, configuration, and troubleshooting.
Supported Windows XP, 7, and 8 OS environments.
Supported and troubleshoot MAC OS environments.
Managed system builds, migrations, application installations and configurations.
Worked with COTS applications, software, and products.
Desktop Support
LAN
Office 365
Printers
Project Management
System Analysis
Windows
Wireless Networks
WLAN
Problem Solving
MS Active Directory
Mac OS
Lotus Notes
Customer Service
Documentation
Remove Skill
Remote Desktop Technician
Information Technology
Apr 2014 - May 2015
Provided customer service.
Identified and troubleshoot PC hardware and software issues.
Database documentation.
Developed business relationships with customers.
Interacted with Sales and Care departments.
Email setup and configuration.
Installed and configured network printers for various locations.
Troubleshoot issues with the Microsoft Office 2012 business suite, primarily with Outlook.
Bomgar Remote Desktop Utilization to clean up and reconfigure customers' systems.
Citrix Receiver.
Active Directory: Password resets, add/remove users, permissions, privileges, adding printers to domains.
Hands-on remote support experience.
Installed Office 365 and configured VPNs.
Virus/Malware Removal.
Wireless Networking.
Tier 2 Helpdesk Desktop Support.
LAN and WLAN infrastructure.
Supported Windows XP, 7, and 8 OS environments.
Maintained servers performing hardware and software updates.
Supported and troubleshoot MAC OS environments via Bomgar Remote Access.
Used the Chromatix ticketing system and asset management software.
Managed system builds.
Upgraded migrations, installed and configured software applications.
Deployed supported company infrastructure systems.
Citrix
Desktop Support
Office 365
Printers
WLAN
Wireless Networks
Windows
MS Active Directory
Microsoft Office
Mac OS
LAN
Documentation
Customer Service
Asset Management
Remove Skill
IT Support/Desktop Support Analyst
Information Technology
Feb 2012 - Sep 2014
Processed merchandise orders from businesses.
Responsible for auditing merchandise.
Packed, scanned, and prepared merchandise for shipping.
Restocked computer parts and computers.
Responsible for wiping all data from used hard drives and motherboards.
Citrix Receiver.
Fourth Shift Auditing Database Software.
Degaussing.
Installation and support of printers.
Installation and configuration of client workstations.
Citrix
Desktop Support
Printers
Auditing
Remove Skill
Edit Skills
Non-cloudteam Skill
Education
Attended in Networking Communications and Information Systems 1080 Hour Diploma Program
Lincoln Technical Institute 2011
Record has not been verified.
Bachelor's in Business Administration
University of Massachusetts Lowell 1989
Record has not been verified.
Certifications
A+ Certification
2013
Skills
Desktop Support
2020
7
MS Active Directory
2020
5
Printers
2018
5
Citrix
2015
3
MS SCCM
2020
3
Office 365
2020
3
ServiceNow
2020
3
Windows
2020
3
Auditing
2014
2
Database Upgrades
2020
2
LAN
2017
2
Problem Solving
2020
2
Technical Support
2020
2
Wireless Networks
2017
2
WLAN
2017
2
Asset Management
2015
1
Customer Service
2016
1
Documentation
2016
1
Group Policy
2018
1
LanDesk
2020
1
LDAP
2020
1
Mac OS
2015
1
Microsoft Office
2015
1
MS Azure
2020
1
Project Management
2017
1
Apache
2016
1
BMC Remedy
2018
1
Box
0
1
Business Analysis
0
1
Change Management
0
1
Cisco
0
1
Data Replication
0
1
Dell
2018
1
DHCP
0
1
Disaster Recovery
0
1
DNS
0
1
HP
2018
1
in-memory databases
0
1
Incident Management
0
1
ITIL
2016
1
ITSM
0
1
Lotus Notes
2015
1
McAfee
2016
1
Microsoft Excel
0
1
Microsoft SMS Server
0
1
MS MDT
2016
1
MS SharePoint
0
1
mSQL
0
1
Network Administration
0
1
OpenOffice
2016
1
Process Improvement
0
1
Project Coordinator
2017
1
Project Planning
0
1
Sales
0
1
SDLC
0
1
ServiceDesk
0
1
SQL
0
1
SQL Server
0
1
Strategic Planning
0
1
System Administration
0
1
System Analysis
2016
1
Systems Integration
2017
1
Team Build
0
1
Training
0
1
Vendor Management
0
1
Virtualization
0
1
VMWare
0
1
VoIP
0
1
Windows 7
0
1
Windows Server
0
1
Windows XP
0
1