Ted Peterson
Gainesville,United States
Summary
Results-driven IT professional with over 10 years of expertise in Senior Service Desk, Desktop Support, and Junior System Administration, complemented by a distinguished USAF background. Renowned for exceptional attention to detail and operational excellence, with a proven track record in break/fix, virtualization, network management, and mobile device support. Recognized by previous supervisors for effectiveness and efficiency, consistently delivering thorough solutions that enhance organizational performance. Committed to leveraging technical skills and military discipline to drive success in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Support Engineer 2
Ntiva
08.2024 - Current
- Execute advanced Windows workstation repairs, malware remediation, and deployments with meticulous precision.
- Optimize network configurations and deliver RDP client support, ensuring seamless connectivity.
- Administer O365 accounts, Exchange mailboxes, and server backups, enhancing system reliability.
- Troubleshoot complex network and wireless issues across smartphones, tablets, and laptops.
Service Desk Analyst II / System Administrator
Fabco-Air
06.2021 - 09.2022
- Spearheaded a technology refresh, upgrading legacy HP switches to HP Aruba 2930F and 1930S, boosting network efficiency.
- Engineered secure Group Policy Objects (GPOs) and automated system tasks with PowerShell 7, increasing productivity.
- Implemented Freshservice ticketing system, transforming incident and change management processes.
- Designed a QR-coded asset inventory system, streamlining IT equipment tracking and management.
Service Desk Analyst / Desktop Support
Cornerstone OnDemand
02.2018 - 03.2019
- Masterminded Active Directory user account and policy implementations with strategic insight.
- Served as Intune SME, managing mobile devices across Android, iOS, and MAC platforms with Citrix and JAMF.
- Led O365 migration and supported over 50 MAC devices, enhancing cross-departmental efficiency.
- Pioneered the company’s first knowledge base using Zendesk Guide, reducing incident response times.
- Delivered exceptional support to 2,000+ employees, blending on-site and remote expertise.
Network Engineer (Desktop Support)
Logistic Systems Contract for DHS USCIS Immigration
10.2015 - 09.2016
- Oversaw network infrastructure, executing cable repairs and port configurations with precision.
- Managed Avaya telephony and PIV card distribution as a PKI trusted agent, strengthening security.
- Administered a 20,000-device SCCM environment, cutting hardware costs by 15% through proactive patching.
- Provided top-tier user support via Zendesk, ensuring operational continuity.
Service Desk Analyst II
Randstad Contract for Children's Hospital of Los Angeles
04.2014 - 06.2015
- Excelled as Airwatch SME, managing iOS, Android, and Blackberry devices with expertise.
- Supported 25+ MAC devices and delivered Citrix XenDesktop solutions for remote connectivity.
- Designed and deployed secure GPOs, enhancing organizational policy enforcement.
- Leveraged ServiceNow and iTrack for efficient IT service management and issue resolution.
Education
Associate of Arts - General Sociology
Santa Fe College
Network+ CompTIA Course - undefined
NexGenT
CompTIA Cloud+ & Systems Networking - AWS Essentials
Linux Academy
Skills
- Virtualization & Remote Access: VMware, vSphere, Citrix, RDP, XenDesktop
- Operating Systems: Windows 7/10/11, Linux, macOS
- Mobile & Device Management: Intune, Airwatch (SME)
- System & Network Administration: Windows Server 2003/2016/2022, O365, HP Switches
- Ticketing & Scheduling: ServiceNow, Zendesk, Remedy, FreshService, JIRA, JAMS
- Networking: IP Addressing, Telnet, SSH, VoIP, Wireless LANs, Routers, Firewalls
- Typing Speed: 100 WPM
Certification
- CompTIA A+
- CompTIA Network+ (2020-12)
- CompTIA IT Operations Specialist - CIOS (2020-12)
Timeline
Support Engineer 2
Ntiva
08.2024 - Current
Service Desk Analyst II / System Administrator
Fabco-Air
06.2021 - 09.2022
Service Desk Analyst / Desktop Support
Cornerstone OnDemand
02.2018 - 03.2019
Network Engineer (Desktop Support)
Logistic Systems Contract for DHS USCIS Immigration
10.2015 - 09.2016
Service Desk Analyst II
Randstad Contract for Children's Hospital of Los Angeles
04.2014 - 06.2015
Network+ CompTIA Course - undefined
NexGenT
CompTIA Cloud+ & Systems Networking - AWS Essentials
Linux Academy
Associate of Arts - General Sociology
Santa Fe College
Military Service
United States Air Force, Bedford, MA, Developed operational excellence and technical acumen post-high school, laying a foundation for IT success.
Clearance
Public Trust (Previously Held) | Veteran: United States Air Force | Chess Mastery: Formidable Player