Desktop Support Customer Service
Resume:
Eugene Goncharov
San Diego, CA
ad7ykd@r.postjobfree.com
Summary:
Results-oriented IT professional with over 10 years of experience optimizing IT operations. Proven ability to deliver exceptional desktop support while effectively managing and maintaining network infrastructure. Skilled in troubleshooting complex technical issues, implementing IT solutions, and ensuring system reliability. Seeking a challenging role to leverage technical expertise and problem-solving skills to drive IT efficiency and innovation.
Technical Skills:
Network Protocols: TCP/IP, DHCP, DNS, LDAP, HTTP, SMTP, SNMP, VPN, SSH, FTP
Remote Management Tools: ConnectWise, ManageEngine, NinjaOne
Remote Access Tools: Pulse Secure, Cisco AnyConnect, Citrix, Teams, Bomgar, RDP
Enterprise Applications: Azure, Okta, Active Directory, Microsoft Office, VMware, Veeam
Security Applications: Windows Defender, BitLocker, Norton, S/MIME, PGP
Deployment Services: MDT, USMT, SCCM, Software Center
Operating Systems: Windows, Linux, Mac
Coding / Scripting: Python, PowerShell, Bash
Soft Skills:
Problem-solving
Customer service
Communication
Time management
Organization
Attention to detail
Teamwork
Adaptability
Creativity
Persistence
Work Experience:
IT Tech Pros November 2023 – February 2024
Network Administrator
Migrated storage devices, net appliances, servers, and workstations to a new domain
Configured a new vCenter server to manage 25 virtualized servers on a cluster of 3 ESXi hosts
Scheduled and monitored over 100 system backups for servers and workstations using Veeam Backup
Virtualized servers, appliances, and network devices using VMware vSphere and Hyper-V
Set up automatic testing and approving of newly released patches via ManageEngine
Expanded network access by installing and configuring Cisco switches and Meraki access points
Initialized new drives within a Synology NAS to expand storage space for daily backups
Provisioned new users and managed access controls via groups and roles with Azure and Okta
Created detailed documentation of all systems, resulting in improved comprehension for all techs
Automated tasks with custom python scripts and scheduled scripts to run via windows Task Scheduler
Configured work profiles, email clients, and calendars on iPhones and Android phones
Set up and migrated user account for Microsoft Office on MacBooks and Windows laptops
Created and updated Forward and Reverse Lookup DNS records post domain migration
Procured and applied vSphere 7 licensing for a cluster of 3 VMware ESXi hosts
Utilized PowerShell scripts to remotely access and patch VMware vSphere services
Remotely monitored, managed, and assisted users’ workstations with ConnectWise and NinjaOne
Recovered Axcient backup agents remotely via iDRAC using common Linux file system commands
NXP Semiconductors February 2020 – November 2023
IT Administrator
Delivered onsite and remote support via Teams, Bomgar, and RDP
Managed users accounts, computer accounts, and security groups via Active Directory
Imaged and deployed custom built Windows 10 and 11 systems via MDT and PXE boot
Streamlined the migration of user’s data and profiles from Windows 7 to Windows 10
Secured email and message encryption within Outlook via AD Certificate Services, S/MIME, and PGP
Conducted an extensive range of quality tests piloting new VDI systems using Citrix
Performed regular refresh cycles and replaced laptops for over 200 users
Achieved 100% of SLAs within all closed tickets on ServiceNow
Set up 2 conference rooms with Microsoft Teams Rooms
Contributed documentation to the ServiceNow knowledge base on a quarterly basis
Supported LAN connectivity for lab PCs and oscilloscopes
Configured VPN access on laptops via Pulse Secure and Cisco AnyConnect
Provisioned and dispersed requested software on workstations with ServiceNow and Software Center
Secured windows systems with Norton, Windows Defender, BitLocker, and group policies
Supported Office 365 and connectivity to network resources for MacBook users
Expanded network storage by racking and stacking 2 NetApps
Racked and stacked 8 Cisco switches and 2 routers during refresh cycles
Replaced 2 high-availability Juniper firewalls with Palo Alto
General Dynamics March 2019 – August 2019
Desktop Support
Set-up, configured, and managed user accounts and groups via Active Directory
Migrated user profiles from Windows 7 to Windows 10 via USMT
Imaged and deployed new windows system using MDT
Resolved client issues in a high-volume technical support call center
Trained users in effectively accessing internal systems and provisioned software
Scheduled repairs and maintenance with appropriate vendors and departments for user desktops, laptops, and printers
Walgreens July 2013 – January 2017
Field Technician
Commissioned, maintained, and tested new photo lab systems within SOP and SLA
Adjusted, aligned, assembled, calibrated, and inspected photo lab equipment per guidelines
Managed inventory of parts and coordinated service requests with appropriate vendors
Collaborated with colleagues and management to provide streamlined solutions and implementations
Provided training on user interface and servicing system hardware
Education and Certifications:
Bachelor of Science in Computer Information Systems
Goldey-Beacom College, Wilmington, DE
Cisco Certified Network Associate (CCNA, 2023)
Microsoft Azure Fundamentals (AZ-900, 2024)
Contact this candidate