Network Technician Active Directory

André Wilson

**** **** ****** **. *** Vegas, NV *9110 702-***-****

adnqz4@r.postjobfree.com

As a skilled IT Professional and Low Voltage Installer encompassing 20 years of experience in desktop support, networking, repair and installation of elaborate systems in diverse industries This has required the maintenance, operation and troubleshooting of both hardware and software networking equipment. In addition, my assignments have included training personnel on new applications and programs. Attributes also include:

Active Directory and Exchange 2010-2016 Perform Hardware Image Installation

Assist users with password resets Pulling and terminating wiring cable, Cat 6 & Fiber Optic

Imaging, Backup and Cloning Servicing & deployment of equipment

Install & configured printer & faxes Installation of Microsoft O/S

5 years of experience in a large installation Troubleshooting/ resolved technical issues

Installed wireless network Tech Lead

Working with low voltage cable, conduit,

circuits

Hardware inventory

On demand remote support for end users Web HTML support Professional Experience

International Brotherhood of Electrical Workers Local 357 August 2017 - Present Las Vegas, Nevada

Low Voltage Installer

• Performing installations, maintenance, repairs, and troubleshooting on low voltage systems such as:

• Working with low voltage cable, conduit, and circuits.

• Pulling and terminating wiring cable, such as Cat 6 and Fiber.

• Security and fire alarms

• LAN (local area network) and WAN (wide area network) TechLink LLC, October 2017 – December 2017

Las Vegas, Nevada

Support Specialist I

As an Independent Contract for Caesars Entrainment, I worked closely with the Special Events Team setting up IT operations for the convention events. My responsibilities included:

• Provide on-site desktop support to internal customers when necessary.

• Imaging Hardware using primarily Altiris and FOG Application

• Assist with setup, configuration, and installation of devices, equipment, software, printers and other peripherals.

• Document break/fix activities

• Provide excellent customer service.

• Perform other duties as assigned.

Mandalay Bay International Resort August 2017 – November 2017 Las Vegas, Nevada

Convention Network Technician

• My primary responsibility as a Convention Network Technician is to provide deployment of evolving network solutions for the Convention Network Services department, in accordance with departmental and MGM Resorts International policies, practices and procedures.

• Ensure that network services meet corporate and client expectations and meet deadlines.

• Deploy temporary network cabling and network equipment to facilitate the needs of conventions.

• Log changes and connections made to the network.

• Communicate project status and delivery information to management.

• Interface with internal departments, clients and vendors to resolve issues.

• Build network cables for temporary use in convention areas.

• Become fluent in Mandalay Bay convention/ballroom spaces and venues as it relates to network infrastructure.

• Perform all other job-related duties as requested. Sutherland Global Services March 2016 – October 2016 Las Vegas, Nevada

Web-Tech Consultant

• As a Tier I Support I answer and respond to inbound phone calls from Sutherland’s client, Met Life’s Customer and Providers to assist them various technical web support issues.

• Efficiently access multiple electronic systems and LAN/PC necessary to gathering complete and accurate responses and connect the customer to appropriate product department for accuracy.

• Ticketing System used was Remedy for Help Desk Support

• Bomgar Desktop Remote was used to access end-user's PC’s for further troubleshooting

• Enhancing and strengthening the relationship between the customers and our client.

• Perform all responsibilities in a consistent, empathetic manner while exercising strong verbal, interpersonal, and quality service skills. Roberts Communications Network August 2012 – December 2015 Las Vegas/ Nevada

Network Technician/Operator

• Accessing and assessing the conditions at the affected site

• Footprint Desktop software was the ticketing system used.

• Microsoft Desktop Remote Access Software was used to troubleshoot end-user issues

• Run troubleshooting procedures where appropriate

• At all times I updated Support Tickets with relevant information regarding the issues affecting the performance of any site or Hub

• Performed many functions carrying out provider solutions to Roberts’s customers.

• These procedures included, but are not limited to:

• Opening a Support Ticket with Telco if needed; giving Telco necessary circuit information and any additional information regarding the outage.

• Moving a site affected by performance issues on their primary circuit to their backup solution, whether Internet VPN, or ISDN, etc. Being aware that the procedure included additional steps for follow up, such as changing Castle Rock status of the circuit to a warning color, noting the changes in Roberts Support Tickets.

• Updated Engineering and Executive Staff with relevant information regarding any site suffering “Total Outage” or “Down Hard” conditions. Further communication was required to the site to provide necessary information to any Engineer working a catastrophic outage.

• Lastly, it was required at all times, that I worked to push resolution of outage and/or performance issues with the circuit provider, i.e., Verizon, Windstream, Qwest, AT&T. Streaming Technician

• Supported 10,000 to 50,000 end-users through the Northern America Region (US & Canada)

• Make sure Streaming Software (Radmin) was up to date and running.

• Check the tote board, United Portland Hub, and United NY Hub and compare it to the calendar and make sure nothing is missing. Also check various sites and make sure we don’t have anything missing from out calendar.

• When nearing post for the first track(s), make sure that backups are started (verify you see video)

• Use program to select video files and match them to date and track for the Vegas office. Zen Medical Technologies May 2011 – July 2012

Las Vegas, NV

Application Support Specialist

• Test mobile proprietary application on both android and iOS platforms

• Remedy was ticketing system used

• Vigorously test of HTML and desktop Software Applications

• Sound Object Oriented Design and Coding Practices

• Customer Service

• Technical troubleshooting and problem solving

Logic Link June 2010 - May 2011

Las Vegas, NV

Technical Support Technician

Managed and maintained approximately 500 PC’s, printers, other hardware devices and software programs on the networks at the various Business/Concierge Centers for the MGM properties which included MGM Grand Resort, Aria, Bellagio, Monte Carlo, Circus Circus and Mirage.

Configured and repair both WiFi and hardwired Internet connections.

Remote access thru LogMeIn to troubleshot issues PC technical issues.

Use of Symantec Ghosting/Disk Imaging Software

East Ridge Staffing Agency September 2009 -May 2010 Las Vegas, NV

IT Support Specialist

• Supported MGM City Center, Las Vegas Hilton, Planet Hollywood Casino staff by fulfilling IT Remedy service requests when needed 5,000 to 10,000 users

• Properly escalate unresolved queries to the next level of support when needed.

• Remote Access to end-users PC’s (LogMe In, UltraVNC and Desktop Remote)

• Active Directory and Exchange 2007 support.

• Update ticket status and resolutions in CA (Computer Associates Service Desk)

• System and hardware conversion and upgrade (Windows 7) to of approximately 10,000 PC’s, 1,000 printer and other hardware devices.

• Installed all needed programs, migrated user data, and mapped drives and printers for a near seamless transition to Windows 7.

• Program support after installation included Opera PMS, InfoGenesis, MICROS, Everi, AS400 (SMS CMS MMS), Saflok, DataGram, HotSOS, IBM Showcase, and many others.

Spartan Technologies August 2008 – September 2009

Las Vegas, NV

Tech Lead/Supervisor

As Tech Lead I for client Morgan Stanley Smith and Barney, supervised a staff of 12 plus IT Technicians on conversion project in Las Vegas, California and Arizona.

Ghosting and Imaging using Symantec Ghost

Desktop Remote Control Access (LogMe In, UltraVNC)

Updated ticket status and resolutions in CA (Computer Associates Service Desk)

Used AT&T’s Customer Control application removed features associated with and identified Centrex phone lines prior to migration to ISDN PRIs.

Assist VoIP Deployment team perform site surveys by locating all phone.

Trace phone outlet to data switch ports, by identifying cabling type, patch panel termination, and data switch port connection.

Physically tracked cabling or determining PC name and or MAC address at user position.

Spot checked and assisted Technicians with hardware and software installation and network configuration.

United Parcel Service April 2006 – July 2008

Las Vegas, NV

Helpdesk Support

Took incoming calls from UPS external customers regarding technical issues.

Remedy Desktop Support was the ticketing system used for documentation and escalation

Determined the root cause of the issue and locate and follow approved trouble shooting procedures to resolve the problem.

Record calls in the HDFS (Helpdesk Field Service) system for tracking and monitoring of case status and resolution.

Education (Certifications and Licenses)

• University of Phoenix, Las Vegas, NV Bachelors of Science in Information Technology September 2003 – May 2006

• Nevada Gaming Board Commission Registration Valid thru January 2022

• Certified Fiber Optic Technician- Certification # 6880216 Valid thru August 2022

• New York Gaming Commission License Valid thru July 18, 2017

• The Learning Center, Las Vegas Nevada, A + and Network + Certifications, June 2009

• Member of the International Brotherhood of Electrical Workers Local 357

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