Abdul Goudeau
Saint Paul,USA
Summary
With over 10 years of experience in the IT industry's Helpdesk and Desktop Support sector, I have gained extensive expertise in supporting the technical needs of various industries such as Financial, Healthcare, Manufacturing, and Retail. I have successfully led and assisted in software and hardware migrations throughout my career, including a significant data backup upgrade with Converge-One and a complete overhaul of POS and computer hardware with Wal-Mart Stores of Minnesota. My dedication to resolving technical issues and providing training has allowed me to assist, educate, and resolve the concerns of numerous users. Strong background in hardware repairs and optimization of software applications. Alongside several IT certifications, I am pursuing an Agile Scrum Master Certification and a Bachelor of Science in Computer Science. I have knowledge of Powershell and am currently learning Python coding. I am eager to expand my skill set and contribute significantly to your esteemed IT team.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Level II IT Service Desk Technician
DXC Technology
05.2023 - Current
- Customer service mentality
- Strong organizational and time management skills
- Excellent verbal and written communication skills
- Strong interpersonal skills
- Reliable
- Solid understanding of computers, networks and software
- Experience using MS Office applications: Word, Excel, Outlook
- High attention to detail
- Previous experience with ServiceNow, or other ticketing system
- Ability and willingness to travel to client sites as needed
- Ability and willingness to work overtime when needed
- Ability and willingness to work in a high-pressure environment
- Ability and willingness to work in a collaborative team environment
- Ability and willingness to quickly learn new technology and software
- Ability to lift 50 lbs
- Responsibilities and Duties
- Install and configure hardware and software
- Respond to tickets in accordance with SLA guidelines
- Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
- Respond in timely manner to requests and issues
- Repair and replace equipment as needed
- Provide onsite and remote support to end users
- Assist in AV setups as needed for meetings
- Assist new hire training for basic IT needs
- Set up new workstations for users (deploying equipment, checking over account setups)
- Heavy use of Windows and Mac OS devices
- Ability to work in Active Directory
- Understanding of Cisco Meraki
- Test new technology
- Create documentation for staff for training purposes
- Resolve Tier 1 support tickets
IT Specialist (Various Roles)
FieldNation & WorkMarket
06.2022 - Current
- Performing Freelance project work for various organizations
- Performing duties as a Deployment Engineer with Thomson Reuters on a large PC refresh project
- Imaging and Deploying new devices for TR's Minnesota Workforce
Systems Administrator
Minneapolis VA Medical Center / Veterans Engineering / Contract
09.2022 - 04.2023
- Provided Active Directory technical support to in office and remote users in the Minneapolis VHA system
- Maintain network user accounts for 12000 VHA employees
- Provide escalated support for end-users
- Establishes policies and procedures related to Network network hardware and software acquisition
- Also perform backup and disaster recovery procedures
- Responsible for taking large systems projects from start to finish
- Virtual environment maintenance (upgrading existing VMware Versions to the latest versions
- VMware infrastructure build - out 'from the ground up' including vCenter, Storage and Server configurations
- Supports the integration and test of software, software, subsystems, and systems within AMS Cloud
Desktop Support Analyst
NSC Global / Voya Financial
05.2021 - 06.2022
- Supervise day-to-day activities for a group of 20 Desktop Support Technicians
- Facilitate the needs and provide tools for Team members to close their tickets
- Provides coaching and feedback to Team Members to ensure the success of company goals and directives
- Image and set up new computers and refresh computers as needed
- Troubleshoot and resolve software and hardware issues
- Repair hardware issues as deemed appropriate to resolve hardware failures
- Set up new users in Active Directory, and add users to sccm to install software and grant access to business applications
- Manage and maintain inventory of computers and peripheral devices and ship equipment as required
- Collaborate with other IT teams to ensure the resolution of issues escalated to my team by the help desk
- Document issues and resolution remedies into ITSM software
- Maintain and update Knowledge Base as needed
ITSC Install Field Support Analyst (Short-Term Project Remote Workforce Migration)
Workbridge Associates / US Bank
02.2020 - 05.2021
- Level 1 support in a Windows 10 environment
- Provides support for 74000 company employees
- Install computers for remote and office users
- Support Callers using the ServiceNow ITSM application
- Provide technical support for business applications
- Provided remote and deskside technical support to users with hardware and software issues
- Provided direct support for rolling Office 365 migration
Help Desk Analyst (Office 365 Migration Project)
Teksystems / Compass Airlines
08.2019 - 02.2020
- Created new user accounts in the Active Directory console
- Disabled accounts after employee terminations
- Granted rights and permissions and granted user security group access to applications
- Install end-user applications using SCCM
- Provided the first line of support for computing and flight management applications
- Repaired or replaced broken computers or peripheral devices
- Reset passwords and unlocked accounts
- Provided remote support for pilots, flight attendants, and hangar crews with laptops and iPads
Service Desk Analyst I (Backfill Assignment)
Teksystems / Long Term Care Group Inc
03.2019 - 08.2019
- Provided remote support for primarily remote users in Windows 7 and 10 environments
- Answered support requests through various ticketing systems, such as Service Now
- Provided deskside support for 350 local office users
- Used SCCM to install applications and OS upgrades and updates
- Deployed and imaged new computer builds for new users and upgraded eligible legacy users
- Provided level one support for Citrix and VM Ware environments
- Provided level one support for CRM and other business applications
IT Help Desk Analyst (PC Migration & Microsoft 365 Project)
Insight Global / ConvergeOne
11.2017 - 03.2019
- Provided remote support for a mostly remote team of 3000 in a Windows 10 environment
- Answered support requests through ticketing systems, Footprints, Alert, Connectwise, and Service Now
- Provided deskside support for 150 local office users
- Used SCCM to install applications and OS upgrades and updates
- Deployed and imaged new computer builds for new users and upgraded eligible legacy users
- Provided level one support for Citrix and VMware environments
- Provided level one support for CRM and other business applications
- Performed warranty repairs on Laptops and desktop computers
- Assigned projects on advancing and improving the IT environment and end-user experience
- Provided Office365 support during software migration
- Led End-user migration to Code42 Crash Plan data and backup applications
Desktop Support Analyst (Various Assignments)
CompuCom GE /US Bank /Boston Scientific /Walmart /Sysco Foods /Medtronic /Healthpartners
12.2015 - 11.2017
- Provided Level I & II support using Service Now & Clear Vision to generate and escalate service requests
- Troubleshoot hardware, software, and network connectivity issues
- Provide remote support to end-users working from home or non-bank locations
- Maintained documentation for IT assets, assigned assets to users, and collected assets at the end of the life cycle to be reimaged and repurposed or disposed of
- Repaired in warranty Laptops, Desktops, and Printers
- Installed and maintained OS Images for Windows 7 and Windows 10 and assist with deployment projects
- Created new user accounts in Active Directory, reset passwords, user groups, and provisioning
- Provided end-user support for CompuCom clients such as US Bank, Sysco Foods, Boston Scientific, Honeywell, and the Royal Bank of Canada
PC Build and Deployment Tech
Free Geek Twin Cities
04.2014 - 12.2015
- Intake computer equipment for refurbish or recycling
- Refurbished used equipment by cleaning parts, and adding ram or replacing HDD
- Imaging devices with Ubuntu operating system
- Dismantled non-working devices for recycling
Education
Bachelor of Science - Cyber Security
Western Governors University
Salt Lake City, UT12-2026
Associate of Arts - General Studies
Saint Paul College-A Community And Technical College
Saint Paul, MN05-2023
Skills
- Active Directory
- Windows Operating Systems
- Citrix
- Microsoft Dynamics GP
- SharePoint
- Pulse Secure VPN
- Computer hardware
- VMWare
- Cisco VoiP
- Avaya VoiP
- Microsoft Outlook
- Microsoft Office
- Office 365
- CRM software
Certification
- CompTIA Network+, 06/01/16, Present
- CompTIA A+, 03/01/14, Present
Timeline
Level II IT Service Desk Technician
DXC Technology
05.2023 - Current
Systems Administrator
Minneapolis VA Medical Center / Veterans Engineering / Contract
09.2022 - 04.2023
IT Specialist (Various Roles)
FieldNation & WorkMarket
06.2022 - Current
Desktop Support Analyst
NSC Global / Voya Financial
05.2021 - 06.2022
ITSC Install Field Support Analyst (Short-Term Project Remote Workforce Migration)
Workbridge Associates / US Bank
02.2020 - 05.2021
Help Desk Analyst (Office 365 Migration Project)
Teksystems / Compass Airlines
08.2019 - 02.2020
Service Desk Analyst I (Backfill Assignment)
Teksystems / Long Term Care Group Inc
03.2019 - 08.2019
IT Help Desk Analyst (PC Migration & Microsoft 365 Project)
Insight Global / ConvergeOne
11.2017 - 03.2019
Desktop Support Analyst (Various Assignments)
CompuCom GE /US Bank /Boston Scientific /Walmart /Sysco Foods /Medtronic /Healthpartners
12.2015 - 11.2017
PC Build and Deployment Tech
Free Geek Twin Cities
04.2014 - 12.2015
Bachelor of Science - Cyber Security
Western Governors University
Associate of Arts - General Studies
Saint Paul College-A Community And Technical College
Similar Profiles
Syed NadeemuddinSyed Nadeemuddin
Professional 2 Networks at DXC Technology (Was transitioned from AT&T to DXC)Professional 2 Networks at DXC Technology (Was transitioned from AT&T to DXC)
Henry Arthur VincentHenry Arthur Vincent
Client Capability Lead at DXC Technology, DXCClient Capability Lead at DXC Technology, DXC
Nikhil C TNikhil C T
Business Analyst / Manual QA Tester at DXC Technology/Fidelis Technology Services Pvt LtdBusiness Analyst / Manual QA Tester at DXC Technology/Fidelis Technology Services Pvt Ltd
Deepan Kumar SDeepan Kumar S
Associate Manager in Supply Chain Management at DXC TechnologyAssociate Manager in Supply Chain Management at DXC Technology
Amah Serginot SossouAmah Serginot Sossou
Security Officer at Children's Hospital MinnesotaSecurity Officer at Children's Hospital Minnesota