JOSEPH RICHARD PETRO

TOOLS

CRM Servicenow, Jira Helpdesk

IT Management Workspace One, Jamf, Tangelo.ai

JOB TASKS

• Assist warehouse employees with technical support needs
• Manage ticketing queue
• Sole responsibility was to on and off board users
• Active Directory, M365 and Azure administration
• On-site networking tech along with SaaS / Cloud support
• Datadog monitoring of all Kajeet systems
• Provision new assets (user profile, RMM agent, app delivery, Mac/Win updates, MS365 setup, VPN, custom configuration & Fedex shipping)
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TOOLS

CRM Zoho ManageEngine

TOOLS SCCM, RDP, LanSweeper

JOB TASKS

• Local IT for 3 buildings, Administer 800 users with anything IT related.
• Ready to assist with rapid projects, asset moves and changes.
• Wrote Powershell automation for Citrix management
• Mobile Management of state owned Iphones
• Assist Networking Team with RDP settings on endpoints during troubleshooting in response to COVID-19 remote work
• Repaired Microfilm machine; saving the organization 9K from purchasing a replacement
• Responsible for Active Directory and Imaging for the entire building
• Assist project managers to deploy new hardware for remote workforce pilot program
• Resolved SSL Certificate issue for Tableau Server
• Deployed ADOT software with proprietary configurations for titles such as Madcap and BlueBeam OCR

TOOLS

CRM CHERWELL

IT Management SCCM, RDP, Migration Assistant

• Managed user issues, endpoints, and mobile devices.
• Provide new assets to clients, and decommission old devices in inventory
• Troubleshoot Cherwell tickets, and user issues
• Install correct applications, Verify o365 and client data before leaving client
• Provision new assets
• OS MIGRATION

• TOOLS CRM Service Now SERVICE DESK TOOLS Citrix | Ericom | Windows Server | RDP
• JOB TASKS
• Technical Support: Mobile Management
• Enroll IPhone and Android devices into Microsoft INTUNE
• Troubleshoot MDM and mobile app related issues
• Technical Support: Loss Prevention
• Network & Security Camera Monitoring of bandwidth
• Wireless administration
• Genetec Video Surveillance, Security Center Administrator
• Technical Support: Store Network
• Global Store Network Support, and HP ProLiant HPE Administration
• Technical Support: Cash Office
• Support CP3000 & Oracle X Store POS Application issues
• Application Support & Service Desk
• Administration and Client Support for the following applications
• Oracle NetSuite, Kronos Workforce, Site Minder, Active Directory, Microsoft Azure, Intune, RSA, Citrix, IBM WebSphere, Zebra WiNG 5
• Desktop Executive

• TOOLS CRM None TOOLS Intune | PowerShell | RDP | Migration Assistant, : Mobile Management
• Provide new assets to clients, and decommission old devices in inventory
• Troubleshoot Intune or script issues that run the migration and sets of tasks
• Install correct applications, Verify o365 and client data before leaving client.

• TOOLS CRM Service Now SERVICE DESK TOOLS Citrix | SCCM | Windows Server | RDP
• JOB TASKS
• Technical Support: Desktop Administration
• Deploy SCCM Images to client devices
• Network Troubleshooting & Device remediation
• Hardware Inventory, Disposal & New user installations
• Special Projects:
• Technical Trainer: Travelled across Arizona to train users on state systems
• Equipment Recycle & Refresh Project (Laptops, Desktops, Mobile & Avaya)
• Application Support & Service Desk
• Administration and Client Support for the following applications
• State of Arizona Proprietary systems, Workday, Active Directory, Microsoft SCCM & Azure, Dell One Identify RSA, Citrix Director

TOOLS

CRM Service Now

SERVICE DESK TOOLS Windows Server & RDP

JOB TASKS

Technical Support: Desktop Administration

• Patched software and installed new versions to eliminate security problems and protect data.

• Maintained servers and systems to keep networks fully operational during peak periods.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Traveling technician to client storefronts such as T-Mobile, Home Depot & Sears.

• Identified & resolved PC, Printer and Celerion facilities connectivity issues.

• Set Windows Group Policy to secure patient Desktops

• Supported Health IT systems & ECG machine connectivity issues to IT systems.

• Administrated Corporate LAN & Cisco Wireless.

• Disaster Recovery and OS Deployment for On-&-Off Boarded users.

Special Projects:

Avaya Refresh / Upgrade

• Upgraded Avaya Phones and flashed firmware

Site E-Waste Management

• Used Blancco Software to format hard drives and scheduled pickup from regional recycling company.

Lenovo Laptop Upgrade

• Replace obsolete units, Restore User Data

Identified Server Room Violations

• Relocated Server Room to meet fire codes.

LAN Cable Management

• Replaced and rerouted all loose LAN Cables.

Windows 10 Deployment

• Upgraded all Legacy Windows Systems to windows 10

Application Support

CompUCom, EU- Orchestrator, Cisco AnyConnect, RSA, ServiceNow, Active Directory, Microsoft Azure

• HEAD TO TOE THERAPY &, TOOLS CRM Spice works SERVICE DESK TOOLS Microsoft Azure | Windows Server | RDP
• JOB TASKS
• Technical Support: Desktop Administration
• B2B Sales, Marketing Campaigns and partnerships
• Managed IT for Western Signs, Head to Toe Therapy and other companies
• Installed Fortinet Voip server, and configured Cisco Phones around site
• Administration of all Health IT Systems, Network, Printers, and SQL Server
• Traveling technician to new projects
• Implemented Spice works as a free ticketing solution by request of company
• Performed IT related installs, Moves, Adds and Change request
• Provided Break-Fix solutions to H2T as needed by doctors and therapist
• Data Backup, Disaster Recovery and OS Deployment for On-&-Off Boarded users
• Special Projects:
• Server Refresh / Upgrade
• Migrated Physical HPE Domain Controller and Other company Servers to Microsoft Azure
• Site E-Waste Management
• Used Software to format drives in disposal of PC
• Firewall & Wireless Upgrade
• Barracuda Site-to-Site VPN, & Ubiquiti UniFi WIFI
• Application Support Spiceworks, UniFi Controller , Fortinet fortivoice 100, Active Directory

• TOOLS CRM Excel SERVICE DESK, Desktop Administration
• Server Maintenance:
• Carry out scheduled and preventive system maintenance such as HP firmware updates and headless server updates
• DC Inventory:
• Count server units, voltage, and other required tasks.

• TOOLS CRM Web Remedy SERVICE DESK TOOLS McAfee Encryption | Windows Server | RDP
• JOB TASKS
• Technical Support: Desktop Administration
• Resolve issues with DirecTV mobile technician app and mobile phone enrollment
• Provided “First Call Resolution” for both DirecTV & AT&T Technicians and enterprise users
• Identified specific troubleshooting for web applications & middleware escalations
• Diagnosed then repaired Cisco AnyConnect & RSA token Issues
• Windows VPN troubleshooting, Mapping of share drives and application support
• Special Projects:
• VPN Outage Workaround
• Diagnosed Corporate VPN issues and provided workaround during outage
• Application Support VDI, CA Service Desk, Workday, RSA, Active Directory

• DEPT OF HOMELAND SECURITY LOCATION, TOOLS CRM Remedy SERVICE DESK TOOLS Endpoint Encryption | BES Server | AD
• JOB TASKS
• Technical Service Desk: Tier 1 & 2
• Assist federal agents in access or troubleshooting of DHS proprietary systems
• Administrate BES Server, and Blackberry devices
• Troubleshoot site desktop Microsoft Exchange issues
• Administrated VPN and RSA Tokens
• Break-Fix such as troubleshooting OST or PST files and laptop diagnostics
• Special Projects:
• IPhone & Good
• Deployed Good Server for IPhone
• Rolled Out BES and Blackberry device replacements with Apple Products
• PICS
• Put on special Gov project as 1 member of 4 in our group and working directly with personnel in Washington D.C
• Application Support VDI, CA Service Desk, Workday, RSA, Active Directory

• PROJECT: AT&T U-VERSE LOCATION, TOOLS CRM Remedy SERVICE DESK TOOLS Workflow Tool |, : Tier 1 & 2
• Identify connectivity & hardware issues related to the AT&T U-Verse IPTV, CVOIP, and HSIA system
• Maintain ticket details, tracking customer issues and resolution techniques through the use of Remedy CRM
• Facilitate troubleshooting of the U-Verse system with demonstrated decision-making and multitasking skills.

TOOLS

CRM: Remedy, AT&T proprietary tools

· Promoted to Tier 2 in the first 6 months of employment

· Identify connectivity & hardware issues related to the AT&T U-Verse IPTV, CVOIP, and HSIA system.

· Maintain ticket details, tracking customer issues, documented resolutions.

· Facilitate troubleshooting of the U-Verse system with demonstrated decision-making and multitasking skills.

TOOLS

CRM Service Now

IT Management Citrix, Active Directory, SCCM, Windows Server, RDP

JOB TASKS

• Technical Support: Desktop Administration
• Traveling technician to client storefronts such as T-Mobile, Home Depot & Sears
• Identified & resolved PC, Printer and Celerion facilities connectivity issues
• Set Windows Group Policy to secure patient Desktops
• Supported Health IT systems & ECG machine connectivity issues to IT systems
• Administrated Corporate LAN & Cisco Wireless
• Disaster Recovery and OS Deployment for On-&-Off Boarded users
• Special Projects:
• Avaya Refresh / Upgrade
• Upgraded Avaya Phones and flashed firmware
• Site E-Waste Management
• Used Blancco Software to format hard drives and scheduled pickup from regional recycling company
• Lenovo Laptop Upgrade
• Replace obsolete units, Restore User Data
• Identified Server Room Violations
• Relocated Server Room to meet fire codes
• LAN Cable Management
• Replaced and rerouted all loose LAN Cables
• Windows 10 Deployment
• Upgraded all Legacy Windows Systems to windows 10
• Application Support
• CompUCom, EU- Orchestrator, Cisco AnyConnect, RSA, ServiceNow, Active Directory, Microsoft Azure