Hatboro, Pennsylvania, United States
Desktop Support 08/2015 – 11/30/2016 Ditech Financial LLC., Fort Washington, Pennsylvania • Provide Executive and End User support for Citrix Thin Client / Windows, IMAC / PC break fix • Manage vendor repairs, ticket management, ITIL ticketing system
• Support AutoCAD 2014, 2015, Acrobat 10, Office 2010, Manage NTFS permisions • Provides support for a small engineering firm. Create user accounts in Exchange 2010 KEY ACCOMPLISHMENT Found a solution for pushing out Adobe and Java updates Wrote the employee manual for IT department
• Lead Support for corporate offices • Conducted all aspects of desktop support, including PC upgrades, installing applications, and migrating workstations • Performed help desk functions, answering customer phone calls, troubleshooting network and hardware issues, and creating and following up on user tickets for issues • Provided remote support for offsite users via Juniper, Citrix, and Cisco VPN Client • Ensured security measures were adhered to by routinely resetting passwords for Active Directory, Learning Management System (LMS), and Kronos as well as monitoring data on computers and servers • Created distribution and security groups in Exchange 2010 • Monitored and switched out backup tapes on a daily basis • Administered RSA server, creating tokens and adding and revoking them • Restarted and racked servers, as needed • Installed software on several users’ stations, including Adobe products and Microsoft Office Suites 2003—2013 • Provided support for On-Call rotation
Sr. Member of Desktop Operations Group for project to migrate Legacy Wyeth clients to Legacy Pfizer Desktop environment, managed by Hewlett Packard. Duties included providing 3rd level support to both L-Wyeth and L-Pfizer environments, as well as 20+ Deployment Techs, Build Techs, and Schedulers during a rapid deployment of “Pfizer’s Managed Desktop” (Windows XP, Office 2007, Acrobat 8.12) to over 3000 laptops, desktops and clients; Managing the L-Wyeth Novell-Zenworks creating Application object and groups and “Requests and Incidents” in HP Service Center; Working with Active Directory Migration; Testing L-Wyeth software to ensure it worked in L-Pfizer environment.
Managing print servers, user accounts in Active Directory; pilot testing, documentation and training; backing up and imaging systems for new hires and upgrades; moves and deployments; supporting Windows XP, Outlook, Office 2002/2003, SAS 8.2, Ghost, Checkpoint VPN, Net Meeting, Documentum Oracle 9 based apps using multiple divisional tnsnames.ora files and over 2000 pharmaceutical applications.