SUMMARY
Technical Support Specialist with experience in Desktop Support, Network Administration and Project Management. Additional experience includes purchasing, integration and planning for multiple locations and business units. Extensive experience includes administration of PC operating systems, software and training. Strong problem solving skills with excellent interpersonal skills to support users in multiple locations and different business lines.

PROFESSIONAL EXPERIENCE

Confidential 2008-Aug.2010
IT Administrator Specialist 3 – LaGrange, GA 
Technical support of the T-Mobile National Return Center. Tasks include defining and improving IT related work processes, managing and maintaining inventory, desktop support for over 350 users - hardware (HP desktops and laptops, HP printers, Zebra printers, Intermec printers and RF guns, Symbol scanners) and software (MS Office 2003 and 2007, PKMS, Cisco VPN, Oracle, Crystal Reports, etc.), network administration, computer imaging using Symantec Ghost, hard drive encryption using PointSec. Helpdesk tickets tracked with Remedy.
Technical Environment: Windows 2003 Server, SMS, TCP/IP, DHCP, DNS, Windows XP Pro, Active Directory, MS Exchange, Citrix, Cisco Routers and Switches

Confidential. 2007
Client Support – Atlanta, GA
Managed projects to replace obsolete computers (OBS 2007 Project) and hardware inventory, workstation support of hardware (Dell desktops and laptops), software (MS Office 2003 including Project and Visio, Adobe Acrobat, etc.), computer imaging using Symantec Ghost, hard drive encryption with SafeGuard Easy. Helpdesk tickets tracked using Magic. 
Technical Environment: Windows 2000/2003 Server, SMS, TCP/IP, DHCP, DNS, FTP, Windows XP Pro, Active Directory, MS Exchange

Confidential. 2007
Workstation Support – Alpharetta, GA 
Workstation support included: PC and laptop hardware (Dell, HP), software (MS Office 2003, Adobe Acrobat, AutoCAD, etc.), network administration, printers (HP, Ricoh), imaging computers using Symantec Ghost. Helpdesk tickets tracked using FrontRange HEAT.
Technical Environment: Windows 2000/2003 Server, SMS, TCP/IP, DHCP, DNS, FTP, Windows XP Pro, Active Directory, MS Exchange

Confidential 1997-2006, 2008 
TSG Specialist (Senior Desktop Support) – Forest Park, GA: 2003-2006, 2008
Managed projects for the East District Technical Support Group. Projects consisted of integration and relocation of facilities, rollouts of new applications and software upgrades. Facility integrations\\moves included rack installations of routers, switches and servers, workstation setup, configuration and user data migrations. Traveled to sites throughout the East District for these projects.
Technical support included: PC hardware (IBM, Dell, HP, Compaq), software (MS Office, telnet based applications, Siebel - CRM, Oracle – financial, Outlook setup and configuration, etc.), network administration (creation of user and computer accounts, password resets, adding users to groups, backed up servers using Veritas Backup Exec, etc.), printers (HP, Okidata, Printek), print servers (configuration) and scanners. Remote support to numerous facilities using NetOp. Created Symantec Ghost images to facilitate deploying PCs and laptops. Provided support and configuration to corporate network for remote users using VPN. Tracked tickets using PeopleSoft helpdesk software (HDFS). Second level helpdesk support.

Responsible for creating requests for purchase and requests for funding. Worked with Purchasing to track equipment requests.
Technical Environment:Windows 2000/2003 Server, SMS, SUS, TCP/IP, DHCP, DNS, FTP, Windows 2000/XP Pro, Active Directory, MS Exchange, Citrix, Cisco Routers and Switches

Regional Support Representative – Atlanta, GA: 2000-2003
Technical support for 100+ local and 200+ remote users. Support included PC\\laptop hardware (Compaq, HP, IBM), software (MS Office, telnet based applications, Qualcomm Eudora, MS Outlook, McAfee VirusScan, Norton AntiVirus), printers (HP, Printek), print servers (HP JetDirect, AXIS), Novell 4.1x servers, file server tape backups using CA ArcServe, network administration. Created and deployed Symantec Ghost images for PCs and laptops. Remote users were supported using Intel LANDesk.
Managed projects for Southeast and Central regions that included software and hardware upgrades, facility relocations. Trained users on Windows, email (Eudora), etc.
Technical Environment: Novell Netware 4.1x servers, Windows 95/98/98SE/2000, IPX/SPX, TCP/IP,
DHCP

Station Support Representative – Charlotte, NC: 1997-2000
Provided second level technical support for employees in the Charlotte facility. Assisted in projects (Y2K, software rollouts, and facility relocations) for the Southeast region. Developed MS Access database to maintain client account profiles. Managed daily backups of Novell file server using CA ArcServe. 
Technical Environment: Novell Netware 4.1x servers, Windows 95/98/98SE, IPX/SPX, TCP/IP, DHCP

CERTIFICATIONS
Network+ (N10-003) – CompTIA
A+ (220-301) Hardware - CompTIA
(220-302) Operating Systems - CompTIA 
Security+ (SYO-101) - CompTIA
Windows XP Professional (070-270) – Microsoft
Windows 2003 Server: Managing and Maintaining (070-290) - Microsoft
Working on MCSE 2003 Certification

EDUCATION

• Managing a Windows Server 2003 Environment
• Maintaining a Windows Server 2003 Environment
• Introduction to Storage Networks
• Introduction to Microsoft Exchange Server 2003
• Time Management
• Project Management Fundamentals
• Novell 4.11 Administration
• Novell 4.11 Advanced Administration
• Certificate in PC Support\\Networking
• Major: Architecture – Completed 2 Years of Study