Tyler Prouty
Details
Coventry Highschool
2006 : 2006
Computer Science
Howell Cheney Technical High School
2003 : 2005
Magellan Health
Senior Information Security Engineer
2017 : 2020
Magellan Health
Desktop Engineering Supervisor
Local point of contact for end-users (in person, by telephone, or via e-mail) providing timely support and maintenance of desktop computing environments and phone services. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC and phone hardware and peripherals. In addition to PC advanced technical support, remote hands for limited file server, telecom and Data comm administration and maintenance.
• Provide C-level Executive Support
• Travel for Executive Support
• Create SCCM Program, Driver, and Application packages for roll outs
• Create and maintain SCCM Operating System deployment task sequences
• Perform data transfers for corrupt systems, configured operating systems, shrink-wrapped programs, and installed/tested PCs and peripherals.
• Maintained an inventory of standard related hardware and software.
• Tested and built software packages to be deployed to users.
• Installed, diagnosed, repaired, maintained and upgraded all PC/Mac hardware.
2014 : 2017
Magellan Health
LAN Administrator
WINDOWS SYSTEM ADMINISTRATOR (2013-2014)
Provided Level 3 support in instances of escalation from desktop support. Updated test, development and production systems with WSUS. Built software deployment packages with footprints. Managed Citrix XenApp 6.5 server farm. Installed and managed Citrix Access Gateway.
• Managed the backup server with netback.
• Restored backups from file shares.
• Managed print servers, DNS, DHCP, domain controllers, WebSense policy and filtering servers.
• Set up Cisco phones, Jabber accounts, BES for Blackberries and GOOD for Enterprise accounts.
• Demonstrated the ability to resolve high priority production outages quickly.
• Created user accounts and set permissions/rights.
IT SUPPORT TECHNICIAN (2012-2013)
Provided technology operations and training support to users via telephone and in person. Performed analysis and diagnosis of problems related to computer hardware, operating systems, applications and peripherals. Performed hardware diagnostics and repairs, and assisted in planning and designing PC support systems.
• Provided Executive level support to President, CEOO, Senior Staff, and lead Leadership team
• Performed data transfers for corrupt systems, configured operating systems, shrink-wrapped programs, and installed/tested PCs and peripherals.
• Maintained an inventory of standard related hardware and software.
• Tested and built software packages to be deployed to users.
• Installed, diagnosed, repaired, maintained and upgraded all PC/Mac hardware.
2012 : 2014
Fender Musical Instruments Corporation
IT Support Technician
Resolved issues and escalated trouble tickets to the appropriate destination. Engaged in support calls, including remote users unable to log in to VPN, Microsoft product support, and network printer troubleshooting/installations. Supported Mac within the environment and remoting to the Mac with troubleshooting issues, including Key-Chain, VMWare, Casper remote software installations and VPN issues.
• Consistently ranked among the top help desk agents with high evaluation scores.
• Assisant Team Lead, would review tickets of all agents and score them and send reviews
• Colaberate with ESPN Management in process improvement with HelpDesk
2011 : 2012
Global Help Desk Services, Inc.
ESPN - HelpDesk
Skills
Active Directory, Antivirus, Blackberry Enterprise Server, BMC Remedy, Cisco Technologies, Cisco VoIP, Cisco VPN, Citrix, Computer Hardware, Computer Repair, Data Recovery, Desktop Computers, DHCP, Disaster Recovery, DNS, Executive Support, Group Policy, Hardware, Help Desk Support, Mac OS, Microsoft Exchange, Microsoft Office, Mobile Device Management, Networking, Norton Utilities, Operating Systems, OS X, Process Improvement, Remote Desktop, SCCM, Server 2008 R2, Server Administration, Servers, Software Installation, Symantec Endpoint Protection, System Administration, System Deployment, Technical Support, Troubleshooting, VBScript, Visual Basic, VMware, VPN, vSphere, Windows, Windows 7, Windows 10, Windows Scripting, Windows Server, WSUS
About
Resourceful and knowledgeable Windows System Engineer and Administrator with hands-on experience in software development, MDM, hardware repair, user support, process improvement, customer service and communication. Offers an impressive track record within help desk resolution and troubleshooting. Delivers a strong history of configuration, testing, maintenance and upgrades. Provides outstanding organizational and time management skills.
Areas of Expertise Include:
• MDM
• System Administration
• Customer Service
• Software Development
• Hardware Repair
• Process Improvement
• Data Recovery
• Collaboration
• Communication
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