Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic

Tristan Dumont

Loveland,OH

Summary

Attentive Desktop Support Technician with almost six years of experience correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.


Though currently residing in Cincinnati OH, will be moving permanently to Chicago on June 16th, 2023.

Overview

6
6
years of professional experience

Work History

Desktop Support Technician

Cengage Group
10.2021 - 04.2023
  • Worked with Windows Server Engineering team in large-scale project to migrate VMware Horizon 6 environment to VMware Horizon 7
  • Migration necessitated gathering information about existing VM pools in Horizon 6 and working with end users to determine optimal VM configuration for Horizon 7 (permanent full VMs, semi-permanent instant clone VMs, or non-permanent instant clone VMs)
  • Used VMware vCenter Converter utility to import existing gold images of Horizon 6 VM pools into Horizon 7
  • Configured the imported images to meet Horizon 7 requirements, created snapshots of images for deployment to Horizon 7 VM pools
  • Created 20+ Horizon 7 VM pools, built off of newly configured images
  • In certain cases where Horizon 6 gold image was unable to be imported into Horizon 7, created brand new images within vSphere and worked with end users to ensure needed software / configurations were applied before migrating users from Horizon 6 environment
  • Perform advanced Windows desktop configurations on VMs through Computer Management utility,
  • Windows System Properties, and Group Policy editor, including, but not limited to: increasing local disk storage allotment, user / local administrator group modifications, controlled removal / restoration of computer object from Active Directory domain, changing computer name, implementing and configuring group policies to enable Dynamic Environment Manager functionality
  • Created several template files within vSphere to facilitate rapid creation of full, permanent VMs when semi-permanent instant clone model was not a viable solution
  • Used VMware App Volumes to create software packages that could be directly assigned to end users in non-permanent instant clone models and loaded upon login
  • Used VMware Dynamic Environment Manager to create application profiles / user profiles / policies to facilitate persistence of end user data / software configurations on semi-permanent and non-permanent instant clone models

Associate Desktop Support Technician

Cengage Group
09.2019 - 10.2021
  • Provide Tier 2 support for escalated break / fix issues from Tier 1 Service Desk within ServiceNow ticketing system
  • Install / troubleshoot various Windows applications and Windows components (Windows updates, SCCM
  • Client Endpoint)
  • Provide break / fix / replace support for laptop hardware (Dell Latitudes, Lenovo ThinkPads, Apple
  • MacBooks) and computer equipment peripherals (mice, keyboards, headsets, webcams)
  • Image and deploy Windows laptops using Microsoft Deployment Toolkit utility
  • Deploy Mac laptops with configurations loaded from JAMF
  • Work with end users to replace aging / faulty laptops, ensure that data and applications are completely functional on replacement machine
  • Provided access to onsite network printers through Secure Print utility
  • Administered VMware Horizon 6 / vSphere environment at a Tier 1 / Tier 1.5 level: Establish access / remove access for end users in VMware environment, reset / power cycle VMs, create new VMs in existing pools as needed (new hires, migrate existing user from faulty VM), increase system resources (RAM, disk space) on individual VMs, troubleshoot Windows OS / applications within VMs
  • L2

L2 Service Desk Analyst

ATOS IT Solutions And Services
03.2019 - 09.2019
  • Reassigned to L2 / Remote Resolve team with Morgan Stanley account
  • Resolve break / fix issues escalated by L1 team including but not limited to: Office 2010 / 2016 performance and stability issues with Outlook, Excel, Powerpoint, and Skype Advanced issues with internally developed applications and addins Rectifying issues with shared network drive access and mapping
  • Utilize Powershell to remotely make changes on machines, including but not limited to: Login profile removal and recreation Installation of software packages
  • L2 / Remote Resolve / Executive Sales Support - McGraw Hill Education

L2 / Remote Resolve /Sales Support Executive

ATOS IT Solutions And Services
11.2018 - 03.2019
  • Promoted to L2 position within the McGraw Hill Education account
  • Dedicated line of support for Executive Sales users and VIPs
  • Resolved break / fix issues escalated by L1 agents with examples including, but not limited to:
  • Bit Locker hard drive encryption prompts
  • Correcting disconnects between user Office 365 profiles and local applications
  • Correcting disconnects between user Exchange mailboxes and local Outlook accounts
  • Problems with Symantec Antivirus client software
  • Advanced problems with Office applications
  • Advanced problems with Pulse Secure VPN
  • Utilized advanced Windows applications and programs such as RegEdit, Windows Services, Powershell,
  • Group Policy Editor, etc, to resolve issues
  • Utilized Remote Desktop and VMware tools to manage and administer hosted
  • Virtual Machines
  • One of the designated 'Mac Experts' internally within the team, resolving advanced Mac specific issues including but not limited to:
  • Clearing corrupted keychains in Keychain Access and recreating them
  • Advanced Adobe Creative Cloud application issues
  • Mac-specific Office application issues
  • Rectifying local drive permission errors
  • Management and administration of Mac and iOS assets through JAMF utility
  • Created security groups, computer objects, and user profile objects in Active
  • Directory
  • Assigned user licensing using Office 365 Admin
  • Setup mail forwarding requests for Executive Sales users in Exchange Admin

L1 Service Desk Analyst

ATOS IT Solutions And Services
08.2017 - 11.2018
  • Analyze, diagnose, troubleshoot, and resolve software and hardware issues swiftly and diligently
  • Configure and maintain users' Pulse Secure VPN connections
  • Initiate software installations through System Center Configuration Manager as well as direct installations with elevated credentials
  • Establish users' accesses in Active Directory through the addition/removal of the user in various security and distribution groups
  • Authenticate and resolve user security issues, such as account lockouts, password resets, multi-factor authentication configurations, and virus/malware/suspicious activity system intrusions
  • Documentation, research, and tracking of issues, notes on issues, and issue resolution through internal ticketing system and knowledge base
  • Supported software and systems including but not limited to: Windows 7, Windows 10, Mac OS, iOS,
  • Android, Pulse Secure VPN, Active Directory,
  • SCCM, VMware, HipChat, Service Now, Okta, Microsoft Office 2010, Microsoft
  • Office 2016, Office365, OneDrive, Microsoft Forefront Identity Manager, Apache
  • Directory Studio, Adobe Acrobat Pro DC, Adobe Creative Cloud, IMDS
  • Mainframe Software, Java, Google Chrome, Internet Explorer, Mozilla Firefox

Education

High School Diploma -

Archbishop McNicholas High School
Cincinnati, OH
05.2013

Skills

  • Android
  • iOS
  • Technical Support
  • Microsoft Office
  • MacOS
  • Service Desk
  • Help Desk
  • Microsoft Windows
  • VPN
  • Windows 7
  • Windows 10
  • Windows 11
  • VMware
  • Remote Access Software
  • Desktop Support
  • ServiceNow
  • SCCM
  • vSphere
  • Active Directory
  • SSO
  • End-User Account Management
  • Computer Hardware Knowledge
  • Software and Hardware Issues
  • LAN / WAN Troubleshooting
  • JAMF
  • Office 365 Admin

Accomplishments

  • February 2022 - Awarded GTS All Star; Awarded by Cengage CIO Jim Chilton for work and contributions in VMware Horizon migration project
  • Microsoft Certified: Azure Fundamentals - April 2023 to Present - Earners of the Azure Fundamentals certification have demonstrated foundational level knowledge of cloud services and how those services are provided with Microsoft Azure - Certification number: I708-2282

Additional Information

  • Willing to relocate to: Chicago, , IL - - , Authorized to work in the US for any employer

Timeline

Desktop Support Technician

Cengage Group
10.2021 - 04.2023

Associate Desktop Support Technician

Cengage Group
09.2019 - 10.2021

L2 Service Desk Analyst

ATOS IT Solutions And Services
03.2019 - 09.2019

L2 / Remote Resolve /Sales Support Executive

ATOS IT Solutions And Services
11.2018 - 03.2019

L1 Service Desk Analyst

ATOS IT Solutions And Services
08.2017 - 11.2018

High School Diploma -

Archbishop McNicholas High School

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Tristan Dumont