PROFESSIONAL SUMMARY

20 years of progressive experience in Information Technology specializing in Technical Support Software Testing Application Support Systems Integration and End User Training. Experienced working in automotive financial technology education medical and telecommunication industries. Working knowledge of IT infrastructure architecture and databases. Ability to develop relationships with clients management and team members in structured environment. Experience using tracking systems to log monitor and resolve issues experience using Remedy Altiris Peregrine and Lotus Notes Knowledge of network trouble-shooting techniques and root cause analysis skills. Proficiency in troubleshooting desktop operating systems and associated hardware and peripherals. Excellent communications skills and high degree of professionalism. Recognized for adaptability sound judgment commitment and a strong work ethic.

PROFESSIONAL EXPERIENCE

Technical Analyst

Confidential

• Perform troubleshooting and diagnostic routines to identify problems relating to hardware software and network communication. Work with Mobile Application software Good for Enterprise for mobile collaboration for Androids Blackberry and IPhones. Knowledge of Incident Problem and Change Management.
• Execute system integration and implementation identify issues and propose resolutions. Serve as primary contact with vendors to resolve issues that cannot be resolved internally.
• Perform testing and establish system acceptance criteria on current and next generation hardware and software. Knowledge of Active Directory group policy REGEDIT. Experience preparing applications to run as virtual applications with VMWare. General knowledge of prime brokerage trading reporting systems portfolio accounting Risk and Margin products.
• Assist with migration for Windows 7 and Outlook 2010 for new and current user s profiles. Identify and recommend enhancements to existing processes/procedures. A thorough understanding of how applications install on the Microsoft Windows platforms. Experience with remote access tools including Windows Desktop Sharing and WebEx. Experience supporting terminal services and Microsoft App-V. Responsible for off-the-shelf applications for enterprise deployment using Microsoft System Center Configuration Manager SCCM .

Contractor Technical Consultant

Confidential

• Plan and coordinate installation configured performed testing for hardware and software systems. Provided level one and level two support.
• Set up touch screen monitors configured printers scanners and other peripherals Microsoft Windows desktop laptop computers for individuals with disabilities within the school and universities while using assistive technology recommendations. Support hardware and software changes installs and configured software for Ann Arbor school district.
• Diagnosed fixed re-imaged and deployed PCs printers and many applications in a LAN/WAN educational environment at the desktop over the phone through email and using remote connectivity generating and resolving the most problem tickets. Built and loaded computer images for new computers.
• Support multiple applications while running Windows 7.Interfaced with third party to vendors to discuss issues under warranty. Documented issue resolution using the help desk ticketing system.

Contractor System Support / Technical Support Analyst

Confidential

• Provide level one level two and level three support while using peregrine and proprietary ticket tracking system to open monitor escalate and close tickets. Knowledge of Incident Problem and Change Management.
• Provide PC Refresh Support desktops and deploy computer equipment to American Express internal consumer and business travel employees. MS SQL Unix
• Setup several types of printers and connections for American Express employee s located off-site and office locations using VPN and Active Directory to reset passwords. Scrubbed all PC and laptop hard drives up to Department of defense security standards.
• Lead support group with verbal communication skills and the ability to engage and motivate members of the team. Reset network passwords. Installed and supported instant messaging Yahoo and a proprietary instant messaging system. Used Norton ghost to reproduce errors in software. Provided mobile application support through cognizant mobility applications for internal consumer and business travel employees. Assist with network administration for installation of client-server systems and software applications. Establishing an objective and coordinating installation for personal computers. Understand complex problems make sound technical decisions. Coordinate and train end users in the operation of computer software such as productivity applications. Used Norton ghost to re image HP PC s for new employees. Supported hardware break /fix PC s. Used SCCM for operating system deployment for internal American Express employees. Re-imaged and configured PC s.
• Participated in IMAC projects for deployment to various American Express locations. Assisted clients in migrating to Lotus Notes 6.5 email to Outlook 2007. Interfaced with third party to vendors to discuss issues under warranty. Experience working with and supporting Microsoft Exchange.

Contractor Help Desk Support

Confidential

• Provided level one and level two support for a short term assignment while the HP employee transitioned. Provided end-user support i.e. connectivity configurations for software Microsoft office suite 2003/2007 and hardware issues.
• Supported approximately 100 calls per day utilizing remedy lotus notes. Support Windows XP / Vista / 7 operating systems. Used Remedy and GoTo Assist ticket tracking systems to open monitor escalate and close tickets.
• Built and loaded computer images for new computers. Reset network passwords and analyze various network issues. Created metric reports for management. Interfaced with third party to vendors to discuss issues under warranty.

EDI EDIFACT Hotline Analyst

Confidential

• Maintain position of EDI Hotline Analyst / Technical Support Staff while using i Series command line operations as well as Microsoft commands with EDI. Self-starter with proven experience of ability to multi-task. Excellent written and verbal communication skills. Provide second level end-user support.
• Test connectivity to make sure network and installation of software has been properly configured with automotive suppliers information.
• Worked on projects for supporting multiple application software for product planning and parts purchases. Used Lotus Notes for reporting continuous issues for documentation per event. Remote monitoring for domestic/international customers.
• Provide technical support for Confidential.

TECHNICAL PROFICIENCIES

• Hardware Dell IBM Gateway Desktop/Laptop Computers
• Operating Systems UNIX Linux Windows 7 / 8
• Software Applications Microsoft Office 2010 2013 Peregrine Citrix Xen Desktop Norton Ghost and Norton Antivirus Software
• Protocols AS/400 FTP TCP/IP VPN Wireless Networking
• Web Applications ECIS Account Analysis Citrix MetaFrame Data Migration SDLC Ariba
• Databases Lotus Notes 6.5 SQL Queries with select and update statements
• Security Tools IBM Security Access Manager for Enterprise Single Sign-On Network Node Manager for Monitoring
• Remote Tools DameWare Mini Remote Control VMWare RSA SecurID
• Mainframe AS/400 Attachmate Rocket Software-BlueZone
• Miscellaneous Novell Console one Active Directory REGEDIT Group Policy ZenWorks