Duane Rucker
Information Technology Specialist
Fayetteville, NY,NY
"To avoid a hard fall, avoid jumping to conclusions."
Unknown
Overview
14
14
years of professional experience
Summary
Experienced Information Technology Specialist with over12 years of experience in Information Technology. Excellent reputation for resolving problems and improving customer satisfaction.
Work History
Information Technology Specialist
New York State Office of Information Technology Services
Syracuse, NY
09.2019 - Current
- As part of a 5 person IT team, provide all technical support to 700+ employees of OPWDD in Central Region of New York.
- As the System Admin, responsible for setting up and deleting accounts in Active Directory; apply group policies giving permissions/restricting access to network share folders, and resetting users passwords.
- Updated deployable base images for PCs and push updates and software to PC’s using SCCM.
- Initiate repairs for Apple iPhones by contacting Apple Care, then re-image with MobileIron if needed.
- Initiate repairs and schedule service for Dell & HP computers by contacting the appropriate manufacture’s technical support.
- As O365 Admin, responsible for configuring outlook accounts, creating shared mailboxes, and adding users to appropriate distribution list.
- As RSA Admin, responsible for answering requests for software tokens and setting up new tokens, redistributing tokens, and troubleshooting RSA token issues.
- Provide Level 2 help desk support for a variety of hardware and software issues.
- Manage and assign help desk tickets using ServiceNow.
- Solely responsible for equipment inventory, and asset management making sure anytime hardware is deployed it reflects in the inventory database and also is updated in Sharepoint, and CG4.
- As part of a Statewide merger project, worked with a migration team to help migrate all 1000+ devices on our network to a new domain.
Help Desk Support Specialist
ICONMA LLC, ITT Corp/Goulds Pumps
Seneca Falls, NY
07.2019 - 09.2019
- As part of a 8 person IT team, provide all technical support to all 20000+ global employees, on-site & remote.
- Manage ServiceNow helpdesk ticketing system, document tickets with appropriate solutions used to resolve issues for future reference.
- Responsible for setting guest Wi-Fi access and permissions.
- Install & manage software and application updates in the cloud with user permission policies using AWS, and Azure.
- 2 -.
- Other responsibilities include troubleshooting network printers, removing malware, replacing failed hardware (NICs, video card, RAM, power supply, hard drives).
- Created a landing page that informed guest users of the rules and regulations regarding their guest WiFi access.
Field Break Fix Technician
Zones NFrastructure
Syracuse, NY
10.2016 - 07.2019
- As part of a 22 person Field IT team providing Hardware break fix for all New York State government agencies.
- Under minimal supervision responsible for assisting in the swapping and configuring cisco switches.
- Troubleshoot computer, and printer issues to discern if the issue is hardware or software related and best course of action to repair.
- Use hand tools to disassemble equipment to replace defective components.
- Keep an accurate inventory of parts, to keep warehouse aware when replenishment is needed.
- Setup new workstations.
Customer Engineer (Contractor)
NCR
07.2015 - 07.2016
- Schoening Technology Group.
- Serviced electromechanical equipment such as ATM’s and self-checkout systems.
- Assist in a project where we installed anti-skimming technology on over 100,000 ATMS’s in the Northeast USA.
- Install updates to ATM hardware and software.
- Install self-checkout systems in Target.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Education
32 Credits IT-Networking
Skills
Troubleshooting
M365
Root Cause Analysis
Written Communication
Microsoft Azure
AWS
TCP/IP
HTML
ServiceNow
End-user support
Hardware installations
Software updates
Problem-solving skills
Task Prioritization
Excellent interpersonal skills
Device configuration
Timeline
Information Technology Specialist - New York State Office of Information Technology Services
09.2019 - Current
Help Desk Support Specialist - ICONMA LLC, ITT Corp/Goulds Pumps
07.2019 - 09.2019
Field Break Fix Technician - Zones NFrastructure
10.2016 - 07.2019
Customer Engineer (Contractor) - NCR
07.2015 - 07.2016
Bryant & Stratton College - ,