Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Gerard Dike

Houston,Texas

Summary

Level 2 Desktop Support with over 10 years of Information Technology experience in Project, Desktop and Helpdesk support in LAN/WAN Environment.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Desktop Support Specialist

Sysco Foods
11.2012 - 08.2024
  • Work from home to support Sysco Associates for the past three years
  • Support over 10,000 users in Houston and other Operating Companies (OPCOs) in the US, Canada, Europe, and Asia
  • Use Active Directory (AD) to assign and enforce security policies for users and computers in the domain
  • Use Bomgar remote software to troubleshoot, install, configure, and resolve users’ technical issues
  • Support end-users in Windows 7/10, Outlook, and MS Office 365 platforms
  • Image, configure and deploy workstations, Dell, HP, Toshiba, Lenovo ThinkPad laptops and desktops
  • Use BMC Remedy to log and update trouble tickets promptly and accurately according to the Sysco Information Technology’s Service Plan Agreement (SPA)
  • Coordinate with Discovery, Infosys, HP, Ricoh, and other third-party vendors to troubleshoot, repair and replace defective Company hardware
  • Install, deploy, and update software in the various Operating Companies with SCCM
  • Install, configure, troubleshoot, and support 3G, 4G Remote Access connectivity; F5 Big-IP Edge and VPN clients
  • Maintain, troubleshoot, and support HP, Xerox and Ricoh printers, scanners, and Multi-Function Printers (MFPs)
  • Install and configure Citrix, SAP, Rumba AS400, Business Objects, PC Miller, Market Mover, and other Company Operational software.

Desktop Analyst

ExxonMobil
11.2009 - 11.2012
  • Perform system maintenance, software installation, end-user support and training task to ensure workstations and network performance to meet company and end-user requirements
  • Support end-users in Windows XP/7, Lotus Notes/Outlook, and MS Office 2010
  • Setup, configure and test new laptops and desktops for end-user deployment
  • Troubleshoot Multi-Function Printers, Scanners, Plotters, HP printers and perform routine maintenance
  • Use Robocopy for eDiscovery data collection for workstations on Litigation Hold
  • Provide functional and technical support, troubleshooting and diagnosing hard and software problems, including desktop, laptop, WAN, LAN, and Remote Systems
  • Log trouble tickets accurately as per IT department best practices
  • Maintain complete documentation of problem cause, impact and resolution using BMC Remedy
  • Participate and assist in the execution of Windows 7 migrations, rollouts/deployments, and upgrades
  • Troubleshoot and support iPass, VPN and other Remote Access connectivity.

Valero Project Support Analyst (Team Lead)

Technip Offshore Inc.
- 09.2009
  • Team Lead for Valero Project technicians
  • Meet and coordinate with Valero Project Managers, Supervisors, and administrative assistants to ascertain the Project Information Technology needs
  • Work with the IT Project Manager to formulate an Infrastructure Plan for the Valero project
  • Liaise between the Valero Project and the Technip IT Management
  • Ghost and configure laptops and desktop for Project users
  • Configure, install, support, and maintain Project Printers, scanners, and Multi-function Devices
  • Install, support, and troubleshoot Lotus Notes, Microsoft Office Suite, Adobe and Writer and other applications
  • Install, configure, and support Engineering and standard applications
  • Use Windows NetMeeting and Remote Desktop Connection software to troubleshoot and resolve desktop issues
  • Support Valero Remote Off-site Users in Port Arthur, Texas
  • Manage and support Project Conference Room Projectors, phone, and Video Conferencing equipment
  • Manage Valero Project Folders/Directories rights and privileges
  • Use Altiris Deployment Tools to Image and deploy computers.

Desktop/Helpdesk Technician

Technip Offshore
10.2005 - 05.2007
  • Support and maintain the VRSH Pre-Commercial (31067 Chevron) Project
  • Support and maintain DucoInc, Channelview Texas for over two years
  • Maintain, support, troubleshoot and replace consumables for the Minolta and Xerox Multi-function Copiers
  • Participate in Technip USA after-hours On-Call rotation
  • Coordinate with Minolta and Xerox technicians to repair and replace defective parts
  • Install, support, and troubleshoot Lotus Notes, Microsoft Office Suite, Adobe Reader and Writer and other applications
  • Support Remote Access Software (Virtual Private Software and Access Companion)
  • Support HP, Lexmark and Epson Printers and Scanners
  • Image Laptops and Computers with Symantec Ghost and Altiris Deployment tools
  • Use NetMeeting and Remote Desktop Consul to troubleshoot and resolve technical issues
  • Install and configure GlobalShop (Infisy), Prisma, AutoCAD, Solid Works, Primavera, and other Engineering software
  • Document, troubleshoot incidents with Altiris and Lotus Notes Project Trac.

Education

MS in Special Education -

City College of the City University of New York

BA in History -

City College of the City University of New York

Skills

  • 10 years of Desktop support experience
  • 3 years of Remote support from home
  • 10 years of total Window Support
  • 6 years of Windows 10 Support
  • 6 years support of Microsoft Office 365 Support
  • 10 years of Lotus Notes Support
  • 5 years of Cisco AnyConnect, 5G, 4G, iPass and VPN support
  • 6 years of Remedy and ServiceNow Support
  • 10 years of Dell, HP, and Lenovo troubleshooting
  • 10 years of Printer, Scanner, Plotter and Multi-function Devices support
  • 10 years On-Call Support
  • 8 years of engineering software support
  • 8 years use of SCCM and Workspace One Intelligent Hub deployment tool
  • MS Windows 10/11
  • MS Server/Active Directory 2003/2008 R2
  • MS Office 2010/16/ Microsoft Office 365 Support
  • MS Outlook and IBM Lotus Notes
  • TCP/IP Ethernet Networking, DHPC and Static IP Addressing, Wireless Networking and VPN
  • Symantec System Recovery, Ghost Imaging and Altiris Deployment Software
  • Printers, Scanners, Plotters and Multi-function Devices
  • Bluezone/Rumba/AS400, Amazon Workspace, Altair Monarch, 7Zip, Adobe/ Adobe Creative Cloud/Illustrator, Active Directory, , Anaconda, Auto Desk/AutoCAD, MS Project, MS Visio, Bomgar, Camtasia, Chatter Desktop, Cisco AnyConnect/Webex/Softphone/Jabber/IP Communicator, Citrix, Deaver, FileZilla, GitHub, Greenshot, Google: Chrome/Google Earth/Google Web Designer, Notepad, MS Visual Studio, MS Teams, OneNote, Oracle, PullPrint, Pro Driver, Putty, PyCharm, Python, SharePoint, Skype for Business, Sprocket, SQL Server, Symantec Ghost/PCAnywhere, Tableau, TechSmith: Camtasia/Snagit, ThinkCell, Visio, WiFi, WinSCP, Zoom, Zscaler
  • Bentley View, Altiris, Access Companion, Cisco VPN Client, iPass, WinZip, WinRAR, Symantec Ghost, Bentley View, Windows NetMeeting, Citrix and Remote Desktop Connection, SAP, Business Object, PC Miller, Market Mover etc
  • Engineering Applications: AutoCAD, AutoCAD LT,Smart Plant Review, Math 3D, Foundation 3D, Microstation 8, Microstation J, Stadd Pro, LFM Sever, Prisma, MathCAD, Convert, Hysis, Primavera, Global Shop (Infisy) etc

Certification

  • Working on Amazon Workspace (AWS) Certification.
  • Microsoft Certified System Engineer (MCSE)
  • Microsoft Certified Professional (MPC)
  • A+ Certified

Timeline

Desktop Support Specialist

Sysco Foods
11.2012 - 08.2024

Desktop Analyst

ExxonMobil
11.2009 - 11.2012

Desktop/Helpdesk Technician

Technip Offshore
10.2005 - 05.2007

Valero Project Support Analyst (Team Lead)

Technip Offshore Inc.
- 09.2009

MS in Special Education -

City College of the City University of New York

BA in History -

City College of the City University of New York

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Gerard Dike