AARON GOODEN
Southfield,MI
Summary
An innovative IT professional presenting an excellent ability to establish and maintain enterprise networks and infrastructure with over nine years of experience, while continually pursuing my IT career in back-end Infrastructure learning and expanding in the field of IT.
Overview
9
9
years of professional experience
Work History
Technical Support Engineer
USMM US Medical Management
Troy, MI
08.2021 - Current
- Responsible for handling support on the service Desk team and giving good customer service satisfaction as a technical support engineer
- Responsible for the first level of defense when taking calls and resolving technical issues over the Phone, handling VDI virtual machines issues, Mobile devices, Printers Laptops and account creation
- Duo Mobile Two Factor Accounts, VMware Environment, Microsoft Exchange Server, Air Watch Nable, Kaseya remote tools
- Manage Engine Ticketing System, Windows 10 Microsoft environment
- Additional Responsibilities
- Delivers timely remote and onsite technical support for end users via phone, email, and IM, and implement corrective solutions
- Attains a high first level call closure rate by using a wide range of remote software tools to troubleshoot and resolve desktop, server, and network problems
- Independently investigates possible solutions to previously unseen issues
- Identifies opportunities and recommend/implement solutions for improving service efficiency
- Works with various groups in the organization to develop and implement IT and business projects as required
- Trains users on various technologies
- Works with outside vendors to coordinate efforts towards supporting business initiatives, as part of projects
- Develops and maintains formalized documentation to assist in quickly closing calls, including Help Desk Procedures, tech tips, and knowledge bases
- Builds and configures desktops, laptops, and tablets
- Active Directory and Exchange account administration
- Create distribution groups and also subfolders within folder and give certain file permissions within the groups on the network
- Escalate, as appropriate, to management or other teams any incident needing additional resources or management awareness, maintaining ownership of the call and closing the call with the user within established SLAs
- Available for 24x7 rotating on-call shift
Technical Support Analyst/Systems Admin
Goodwill Industries of Greater
01.2018 - 06.2021
- Responsible for ensuring the day-to-day IT operations are operating to support Users and consistent with the IT checklist including VPN tunnels, virtual servers, Office 365 is synchronizing properly, review of urgent incidents via web-help-desk, and that overnight Barracuda backups are completed successfully
- Setup user and assign user inside Allworx phone system
- Additional Responsibilities:
- Basic Understanding of DHCP/ DNS and also TCP/IP Protocols
- Establish and maintain network connectivity and security for both external and internal users, setup user accounts and corresponding access rights to various multi-user applications and data folders
- Keep Web Help Desk ticket system up to date while also handling support calls, service requests, and hardware/software inventory
- Hookup and install printers/ and print servers at all various locations
- Performing network and system recovery operations when required
- Assist the IT team in setup and maintenance of the organization’s network disaster recovery and business continuity processes
- Allocate and manage network disk space, user folders and the organization’s email boxes
- Monitor network performances and resources at headquarters and branch locations
- Take necessary actions to maintain optimal network operations, resolve desktop and laptop computer issues, and install applications when necessary
- Provide end user helpdesk support for hardware, software, and peripherals
- Perform hardware repairs and upgrades when necessary
- Communicate effectively with external hardware and software support suppliers when necessary
- Maintain and support all data networks used in organizations operations
- Assure all systems and software installations conform to corporate and departmental policies, standards and requirements
- Document IT processes and procedures, maintain an IT help desk knowledgebase
- Handle highly confidential information/material
- Backfill for other members of the IT team when necessary
- Perform special assignments and duties as required
- Install, integrate, and mount switches, routers, and firewalls in server rack when required
- Performing Windows 10 Patches and upgrades as well as maintaining laptops and desktop computers
- Migrate/switch users from old domains to new domains when required
- When possible, contact third party vendors when product or application is faulty
- Install setup and configure POS systems when needed.
PC Renewal/Deployment technician
Stefanini/Ford Motor Company IT
03.2017 - 11.2017
- A working understanding of Windows 7 & 10 troubleshooting skills
- Install and configure Dell hardware for Ford software
- Install programs/software based on specific user needs via System Center Configuration Manager
- Perform data migrations using various tools
- Accurately document the installation or removal of equipment
- Inform users of processes and procedures to ensure the highest level of customer satisfaction
- Install and configure various device drivers and peripheral devices
Desktop Support Technician & Help
Paramount Tech
11.2013 - 02.2017
- Understand computer programs and software
- Remove viruses from desktops/laptops
- Upgrade and install Windows10, Windows 7, Windows 8, or WIN XP
- Repair computer parts such as LCD screens, WIFI antennas, modems, and video cards
- Troubleshoot computer issues as well as enterprise network issues
- Computer hardware assembly/disassembly for custom configurations
- Servicing user (external customers) on day -to-day basis
- Provide remote system support for users
- Clone and image Windows operating systems
- Install, service, and maintain Point-of-Sale equipment
Dell star Technology
06.2014 - 06.2015
- Short-term three-day project AT&T authorized retailer stores
- Install and mount various peripherals (A/V equipment)
- Install and program Android based mobile devices
- Document various network, hardware, and software information such as serial numbers, IP addresses, and MAC addresses
Education
CompTIA A+/ Network + /and security -
New Horizons Computer Center
Earn + Learn Certificate of Completion - undefined
Michigan Career Technical Institute
High school diploma - undefined
Loyola High School
CompTIA A+ Certification - undefined
05.2016
Certified Business Professional in Customer Services (IBTA)/ - undefined
08.2012
CPR, First aid (American Heart Association) / - undefined
08.2012
MI-OSHA 10 Hour Safety (M-TEC HFCC) / - undefined
08.2012
HOPE - undefined
08.2012
HOPE Earn + Learn / Job Readiness Program / - undefined
06.2012
Skills
- Acronis Imaging software/SCCM/ Windows deployment services, WDS
- Dameware Remote tool/Kasaya and Nable
- FortiClient VPN, Cisco AnyConnect VPN
- Microsoft Office Suite, Microsoft Exchange Server
- Active directory/Users and computers
- MacAfee Agent
- Windows Server 2012 to 2019
- Basic Networking/ troubleshooting
- IT Documentation, Documenting Processes how To’s and Troubleshooting steps
- Web Helpdesk/Sys-aid/ ManageEngine ServiceDesk, AD Audit
- Hyper-V Manager VMware EXSI Host VMware Vcenter, VMware Horizon, AirWatch
- All Worx IP Phones, Cisco IP Phones
- Good Customer Service Skills/ Soft skills
- DUO Mobile Authentication
Timeline
Technical Support Engineer
USMM US Medical Management
08.2021 - Current
Technical Support Analyst/Systems Admin
Goodwill Industries of Greater
01.2018 - 06.2021
PC Renewal/Deployment technician
Stefanini/Ford Motor Company IT
03.2017 - 11.2017
Dell star Technology
06.2014 - 06.2015
Desktop Support Technician & Help
Paramount Tech
11.2013 - 02.2017
CompTIA A+/ Network + /and security -
New Horizons Computer Center
Earn + Learn Certificate of Completion - undefined
Michigan Career Technical Institute
High school diploma - undefined
Loyola High School
CompTIA A+ Certification - undefined
Certified Business Professional in Customer Services (IBTA)/ - undefined
CPR, First aid (American Heart Association) / - undefined
MI-OSHA 10 Hour Safety (M-TEC HFCC) / - undefined
HOPE - undefined
HOPE Earn + Learn / Job Readiness Program / - undefined
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