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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Edit Skills
Non-cloudteam Skill
Education
Attended in Networking Communications and Information Systems 1080 Hour Diploma Program
Lincoln Technical Institute 2011
Bachelor's in Business Administration
University of Massachusetts Lowell 1989
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