SUMMARY:

Pursue a career to become a Network/Systems Administrator.

TECHNICAL SKILLS:

Software and Hardware: Encompass, 8x8 Virtual Office, ShoreTel, Avaya, Citrix Xen Desktop, Windows 95 - Win10, Microsoft Azure, Mac, Microsoft Office Suite, Office 365 2000 and 2016(Access, Word, Outlook, PowerPoint, Excel, Visio), PC Anywhere, SCCM, Service Desk Plus, Support Tools, ACH View, CIBR, NetMeeting, LogMeIn, Hyper Terminal, MS Exchange Server, Lotus Notes, Hyperion, ADHOC, COGNOS, Windows Server 2008 R2,Crystal Reports, Office 365, Microsoft Intune, Solarwinds DOS, UNIX, COBOL, CL, C++, DB2, VB, DNS, Teradata, JCL, LINUX, SNA, AIX, TCP/IP, LAN/WAN, FTP, SNMP,SMTP, HTTP, IPX, JAVA, AppleTalk, MQ Series, REXX, AS/400, RPG III & IV, MBRI, ISDN, HSSI, UUNet, VPN, Token Ring, ILE, Tivoli, JES2, RACF, MVS, VTAM, VSAM, Tandem, Web sphere, Z/OS, OS/390, Data Warehousing, Lap Link, Tivoli, Active Directory, Netware Admin, Internet, Ethernet, Intranet, and SQL Server.

WORK EXPERIENCE:

Confidential, Charlotte, NC

Desktop Support Technician

Responsibilities:

• Hands on and remote support for desktops, laptops, and mobile devices via email or telephone..
• IT Project Deployment and Asset Tracking of company issued hardware for company users within Sevice Desk ticketing system.
• Break/fix of end user hardware and software. Imaging/Deployment of HP Mini desktop workstations to Win10 from Win7 to meet company specs.
• Admin for Endpoint Protection and software updates from Microsoft Intune to users PC’s and Laptops.
• Support Administrator of Office 365 applications and Active Directory.
• Creation/Termination of user accounts, emails, distribution lists, shared mailboxes, and contacts.
• Patching and cabling of server room switches and UPS.
• Third Party applications setups for mortgage processing and loan officers.

Confidential, Charlotte, NC

Sr. IT Operations Technician

Responsibilities:

• Tier II Technician for day to day troubleshooting of software and hardware breakfix in a call center environment.
• We work thru a ticketing system called SMS.
• Configuration of network switches and port changes.
• Move/Add/Changes and building out of floor changes. Daily backup tapes utilizing the ArcServe system.
• Software is deployed out to servers and workstations via SCCM application.
• Provide support to 6 Xerox Workcentre multifunction printers, tablets, and Dell Latitude laptops provided by the company.

Confidential, Charlotte, NC

Desktop Support Analyst

Responsibilities:

• Providing hands on troubleshooting for corporate office and also via remote applications to investigate issue at satellite offices for Windows and Mac OS.
• Deployment and configuration of company hardware and software, Asset management of copiers and handheld/mobile devices (Android and Iphones).
• Internal break/fix of all hardware is done onsite for all Thinkpad Lenovo workstations (Desktop and Laptop).
• Systems Administrator for AD/Exchange.
• User account creation, termination, distribution lists, and server access.
• Works thru a ticketing system OTRS for all daily investigations of issues.
• Assists in project planning and implementation of all Move, Adds, Changes in the Xen App Citrix enviroment.

Confidential, Charlotte, NC

IT Administrator/Systems Support Analyst

Responsibilities:

• Tier I and II global troubleshooting for Network and Ethernet topology companywide.
• Used Numera Track it and Service Now applications for ticketing systems and asset management tool.
• Microsoft SharePoint 2010 administrator for company intranet page. Pushes Microsoft updates and hotfixes thru SCCM and WSUS application server.
• Monitors and archives daily networking backups. D aily troubleshooting of company desktops, laptops, iPhones, Blackberry, iPads, iMacs, and Mac Books. Active Directory/Exchange Server setups for new hires/terminations, Distribution lists, and email accounts.
• Remote hardware and software troubleshooting for internal and external users.
• Move/Add/Changes/Setups of company hardware and software.
• Installation and troubleshooting of company Hardware/Software, personal, and 3rd party assets.
• Troubleshooting of Microsoft Office suite from Office 2003 - 2013.
• Also deployment of Office 360.

Confidential

Desktop Support Specialist

Responsibilities:

• Provide 2nd Level Systems Support for HP, Dell, and IBM workstations utilizing the Remedy ticketing system.
• Deployment of workstations, software/hardware upgrades for end-users within the company.
• Imaging of new and existing systems with Ghost 8.0 software for deployment.
• Connects to resolve remote site issues with Dame Ware, Tivoli, Office Communicator, NetMeeting, SMS 2003.

Confidential, Charlotte, NC

Desktop Support Center Agent

Responsibilities:

• Provide 1st and 2nd level 100% telephone and remote technical support for issues ranging from Hardware, Software, Application and Configuration or workstations Security Administrator for Mainframe, Active Directory, RACF, UNIX, and Novell.
• Grants access and permissions to applications and network servers for large corporate and regional satellite locations.
• Call volume on a daily basis was between 85 to 120 incoming calls.
• Supported more than 8,000 internal users and 600 web-based applications within (Investments, Human Resources, Web Center, Law and Compliance, Asset management, Individual and Institutional Client Services) applications.
• Monitored and responded to daily incoming emails for customer requests for services and system issues/outages within the department SLA.
• Supported Avaya (VOIP) and Nortel telephone outages/issues and contacted outside vendors for further troubleshooting procedures.
• Manually mapped network drives to workstation via remote access for Novell and Active Directory servers.
• Support of RIM Blackberry (BES) and Exchange servers for Outlook email services.

Confidential, Charlotte, NC

Global Client Services Specialist

Responsibilities:

• Opening and closing of Middle Market/ Large Corporate Real Estate Accounts throughout the Midwest and Southeast region of the United States. Had 11 large assigned Clients in portfolio. Maintain Legal Documentation for new account openings. Statement Rendering and Adjustment of internal/external client accounts. Balance inquiry, Memo Posting on IDS, Hogan, M&I, COIN, and Model and Legacy systems. Tracks account history via Vista and Pega systems. Researches and provides copies of cancelled items and also NSF and Return Item Charge backs.
• Provide 2nd level helpdesk technical support for the Encore Online Banking Software compatible with Win95, 98, Me, NT, 2000 and XP, and DOS. Scheduled external clients for walkthroughs of the banking software via telephone. Assisted in various Cash Management services such as NRT & RFT Wire Payments, Positive Payments, BAI files, LBX, Sweeps, ACH transfers, Information Reporting, Memo Posting and Stop Payments. Shadowed external accounts to provide detailed information for nightly processing of previous day transactions.
• Provide excellent interpersonal and customer service skills with the ability to resolve conflicts and generate solutions quickly.
• Provided advanced troubleshooting skills to help external/internal end users resolve dial-up connection, Network, and system driver issues, through secondary Microsoft software (Hyper Terminal, ProComm, Phone Dialer, NetMeeting and PC Anywhere).

Confidential, Charlotte, NC

Technical Support/ System Troubleshooting

Responsibilities:

• Confidential Premiere Software Troubleshooting for Win 95-XP and Macintosh applications.
• Technical support for audio and video compatibility issues within the systems and programs third party utilities.
• Utilized Microsoft, Confidential and other websites and Internet Browser information to resolve system malfunctions.
• Incoming call volume would range from 60-90 phone calls per day.