it manager desktop engineering and security resume example with 20+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -

A leader who drives for consensus, collaboration, clear and effective communication, and excellent customer service. An IT professional with diverse experience in a variety of technologies, processes, and systems.

Core Competencies

IT Management — Team Building — Mentoring — Project Management — Active Directory — Windows 7/8/10 — Security — End-User Support — Patch Management — Virtualization

02/XXX2 to Current
IT Manager - Desktop Engineering and Security Jacobs Engineering Group Inc. Austin, TX,

Leader of a ten-person Engineering, Operations, and Provisioning team. Evaluate, recommend, plan, design, deploy and maintain systems and provide third-level escalation support for the End-User Computing environment. Provision/deprovision access for end-users to multiple applications and systems.

Selected Accomplishments:

  • Hired staff and built a Desktop Engineering team to replace previously ineffective "virtual" teams and centralized management of imaging, patching, software packaging and deployment, Active Directory, Group Policy, antivirus and other technologies. The team also evaluates, plans, builds, and deploys new technologies
  • Hired staff and built a dedicated Provisioning team to replace a function that was previously distributed and without ownership or SLA's. Customer service was improved by reducing ticket resolution times from weeks to 90% of requests being resolved in two days or less
  • Office365 -Office Pro Plus suite upgrade for 9000 systems, account synchronization and provisioning for Skype for Business and Outlook.
  • Replaced RSA SecureID system with SecureAuth Soft Token solution, eliminating "key fob" tokens with a resulting savings of $50,000 per year
  • Active Directory - upgraded 25 domain controllers to Server XXX2R2, FRS to DFSR migration, rights delegation, management/changes, Group Policy, DNS/DHCP, Dell ActiveRoles Server
  • Symantec Endpoint Protection - migration/upgrade project from SEP11 to SEP12 in end-user (8,000+ endpoints) and retail environment (15,000+ endpoints), firewall policies, daily operations support and troubleshooting
  • VMware ThinApp - introduced into the environment to virtualize older Internet Explorer versions needed to run legacy web-based applications
  • Proposed and started an initiative to drive global team collaboration and knowledge sharing through frequent email communications and use of Sharepoint discussion forums, wikis, and libraries to share questions, issues and solutions

Operational responsibilities:

  • IBM Bigfix Endpoint Management, WSUS, Casper Suite - software packaging and deployment, Windows and Mac OS patching, application patching, hardware inventory
  • Juniper/PulseSecure VPN) - manage, support and troubleshoot PulseSecure VPN appliance clusters, roles, realms, ACL's, clients
  • SecureAuth certificate authority - manage, maintain, and support the system used to generate certificates and soft tokens for VPN, WiFi and mobile device authentication
  • MobileIron - account provisioning/de-provisioning and policies for BYOM and corporate devices,
  • Windows 7/8/10 and MacOS - develop, maintain, and update standard images, manage the Microsoft Deployment Toolkit system, build/maintain Mac images,manage/monitor/enforce Windows Bitlocker disk encryption with MBAM
  • Virtual desktops - build and support MokaFive infrastructure to provide corporate virtual desktops to outsourced developer and support companies. Evaluate and test cloud-based VDI solutions
  • Sharepoint XXX0- build, management and support of the corporate Sharepoint XXX0 system which currently houses 500+ top level sites requiring over 850GB of storage
  • User Provisioning - Active Directory and Exchange account creation, process requests for all Active Directory-based (and also non-AD based) corporate applications, server remote desktop, and shared folder access
  • Bomgar remote control - built, deployed and now support the system used to remote control corporate desktops, mobile devices, and 500,000 global retail endpoints
06/2009 to 02/XXX2
IT Manager - Desktop Support and Infrastructure Alpha Teknova Inc. Hollister, CA,

Promoted to supervise a seven-person desktop support team covering New Jersey, New York, and Missouri offices with a combined user population of 800 people. Continued responsibility for all functions that were part of the previous role plus:

  • Hiring and training replacement contractors on a one-year cycle.
  • Ticket assignment, SLA tracking, and reporting.
  • Software and hardware purchasing (laptops, desktops, servers, printers, etc.
03/2007 to 06/2009
Senior LAN Administrator Western Union City, STATE,

Member of the global team responsible for systems in both the end-user and Windows server environments:

  • Build and maintain standard images for Windows servers and end-user desktops
  • Manage and support all aspects of Active Directory
  • Build, manage and support file servers, terminal servers, VMware, EMC SAN, SQL clusters
  • Manage server backups with CA Arcserve, NetBackup, StorageTek tape libraries and Copan Revolution disk-based storage, offsite tape storage
  • Manage and support the RSA SecureID token system
  • Lotus Notes 7 server and end-user support as well as project support during migration to Lotus Notes 8
  • Third-level escalation support/troubleshooting for server and desktop issues
  • Designed and deployed Juniper SSL/VPN system using SA6000 appliances located in USA and Belgium
  • Support Montvale, NJ Checkpoint 4.1 firewall.
03/2004 to 03/2007
Architect Publici Groupe/Re:SourcesIT City, STATE,

As a member of the NY Metro Systems team:

  • Responsible for deploying HP blade servers from setting up racks to powering up servers
  • Setup/deployment of new Netware 6.5 and Windows 2003 servers as well as upgrades from previous releases (i.e. Windows 2000 and Netware 5.1/6.0)
  • Deployed Citrix Presentation Server 4.0 two-server farm including publishing applications via the web interface
  • Novell Zenworks 6.5 planning, deployment, and support
  • Planning and deployment, and daily support of Blackberry Enterprise Server 4.0
  • Planning, deployment, and daily support of Notifylink server for Treo support
  • Third level technical support
  • Network and email account auditing/cleanup
  • Printer deployment
  • Management of the corporate eDirectory system (OU creation, group management, replica design and placement, SLP, etc)

As a member of the Enterprise Messaging team:

  • Supported and maintained US Groupwise 6.5 system including server deployment and upgrades, troubleshooting, third level support
  • As a member of the Lotus Notes deployment team, migrated 10,000 people from Groupwise and Exchange to Domino/Notes 7.0 over a six month period
  • Third level Lotus Notes support
  • Sendmail system monitoring and management.
10/1997 to 03/2004
Network Administrator Burns And Roe City, STATE,

Responsible for all aspects of corporate network:

  • Management of Netware and Windows servers (deployment, patches, OS upgrades)
  • Migrated from cc:Mail to Groupwise.
  • Management of GroupWise email system
  • Application and hardware/software inventory management with Novell Zenworks (3.2 and 6.5)
  • Set up and management of Enterasys and Ascend (Lucent) switches and routers
  • Backups with Arcserve and Veritas BackupExec
  • Checkpoint Firewall-1 on Nokia and Windows platforms, Sonicwall firewalls.
  • Set up VPNs between corporate offices
  • Deployed web and spam filtering systems.
  • Migrated from McAfee to Sophos antivirus
  • DNS and DHCP management
  • Troubleshooting network and desktop PC problems
  • Developed company intranet web site
  • Implemented MRTG monitoring of switches, routers, and firewalls.
Expected in
Bachelor of Science: Mechanical Engineering
Boston University - Boston, Massachusetts

ITIL Foundation V2.0

ITIL Foundation V3.0

Additional Information
  • Secret Security Clearance - expired

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Resume Overview

School Attended

  • Boston University

Job Titles Held:

  • IT Manager - Desktop Engineering and Security
  • IT Manager - Desktop Support and Infrastructure
  • Senior LAN Administrator
  • Architect
  • Network Administrator


  • Bachelor of Science

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