SUMMARY:

• Information technology experience in maintaining corporate computing infrastructures
• Over 10+ years Desktop Support Services
• Over 8+ years Helpdesk Support over the phone in a call center environment
• 10 years of C - Level Executive Support
• Possess excellent communication, customer service, and soft skills
• Provide 100% phone / desktop support from, 0000 user community enterprise global support
• Provide AV support for teleconference rooms
• Provide mainframe support of TSO PRD start / stop / job abbends managing print queues and spoolers
• Provided IBM’s RS6000, AIX, and Solaris, HP UX for Unix
• Familiar with IBM, Lenovo, & HP hardware warranties for end of life cycle equipment
• Mobility support (Blackberry, IPAD, SmartPhones, Samsung, Droid, I Phones), and Smart Card Readers for CAC Cards (Common Access Cards for military personnel)
• Remote access support using (Bomgar, Logmein rescue, SMS, RDP, VNC, Hyena, Nortel, Cisco, Easy Access for VPN, and PC Anywhere)
• Install, upgrade, MAC, repair, imaging, deployment, migration from XP to Windows 7, and configure Windows 7, Windows 8, XP, and Microsoft Office suite 2010, Office 2013, Office365, Windows Surface, & Google platform
• Procurement of IT equipment and services, asset management, and inventory and asset tracking through ALC software, SCCM, Altiris, IBM’s Big Fix tool
• Backup and recovery of system and application data, identifying, testing and applying applications release
• Internetworking with TCP/IP: Install and configure TCP/IP stack, for file and print sharing services Configuring, setup, and installation of wireless network devices, of workstations, Proxy server setup, and configuration
• Perform software testing, root cause analysis, develop checklists for typical problems, recommend procedures and controls for problem preventions

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Technical Specialist

Responsibilities:

• Providing level 2 phone support to customers for hardware, software, laptop, desktop support, and deployment
• Provide AV support for teleconference rooms
• Resolved technical problems and software break fix issues
• Contributed to the successful rollout and deployment of Windows 7, migration from XP to Windows 7, installation of Windows 8, Microsoft Office 2013

Confidential

Service Desk Support Analyst 2 / Desktop Support Specialist

Responsibilities:

• Providing level 2 / level 3 phone & desktop support for over 35000+ global enterprise level support
• Provide AV support for teleconference rooms
• Virtual deployment of building Wyse workstations via Citrix
• Tackled Network migration, took users in bulk and parsed into sub sites through Active Directory
• Setup, installation, and configuration of desktops and laptops through remote connectivity. Providing access support using (SCCM, RDP, Juniper, Logmein rescue, Lync)
• Provide mainframe support of TSO PRD start / stop / job abbends managing print queues and spoolers

Environment: IBM’s Mainframe TSO, Wintel shop, Windows 8, Windows 7, Windows XP, Windows Surface, Symantec Endpoint Management, Office 365, Microsoft 2013, Google platform, Active Directory, SAP v7.30, Service Now, SCCM, On-Line Back Up, Logmein Rescue, Microsoft Lync, Juniper, PGP encryption software, Citrix, Oracle, ITIL shop

Confidential

Help Desk Analyst / Desktop Support Specialist

Responsibilities:

• Providing level 2 phone support for over user community ensuring enterprise level support
• Provide AV support for teleconference rooms
• Contributed to the successful rollout and deployment of Windows 7, migration from XP to Windows 7, and installation of Windows 8 while providing essential ongoing phone support to current client base
• Enforced and applied security updates ensuring compliance per company standard

Environment: SAP v7.30, Remedy, Wintel shop, Windows 8, Windows 7, Windows XP, Windows Surface, Office 365, Microsoft 2013, Active Directory, SCCM, Service Now, Google Platform, Veritas Backup Exec, PC Anywhere, Symantec End Point Management, Altiris, On-Line Back Up, MacAfee, Remedy, Logmein Rescue, Microsoft Lync /Skype, Cisco VPN, ITIL shop

Confidential

Technical Support Analyst 2

Responsibilities:

• Providing help desk phone support with software / hardware break fix issues, anti-virus, email, Google platform, Active Directory, TCP /IP, DNS, DHCP, and Windows Update
• Provide AV support for teleconference rooms
• Testing software either in VMware session or in Sandbox mode
• Handled rollout and laptop deployments, file transferring on a global scale (US & Brazil domains) through Active Directory
• Verified Group Policy through Active Directory
• Setup, installation, configuration, and deployment of encryption software for protecting PCs, laptops, Smart Phones, and removable storage devices
• Providing support to LAN support team and system support for over 350 local user communities & 125,000 global support ensuring high availability

Environment: Wintel shop, Windows 2000, 2003, 2008, XP Pro, Windows, Windows 8,SAP, Win 7, XP, Outlook, Exchange, Office 365, MS Office 2013, PC Anywhere, Service Now, Service Desk, Google platform, Symantec Endpoint Management, Ghost, Sametime Connect, Cisco VPN, PC Anywhere, Altiris, 123Rescue.com, and Bomgar & Lotus Notes, ITIL shop

Confidential

Desktop Support Technical Specialist

Responsibilities:

• Providing phone support to customers for hardware, software, laptop, and desktop support and deployment
• Resolved technical problems and software break fix issues
• Installed, upgraded, repaired, imaging, deployment, & configured Windows 7, XP, and Microsoft Office 2013

Confidential

Technical Support Specialist 2

Responsibilities:

• Providing Bloomberg, NT Manage, Assertor software, hardware, communication system support, server and workstation support for monitoring & performance of portfolios in real time distribution in both electronic and wireless networks to support trading activities
• Level I/II helpdesk support for desktops, laptops, software, break fix, and hardware system support

Environment: Solaris, HP-UX, Exchange, MS SQL, Sendmail, NT Manage, SMTP, Outlook, Assentor, Remedy, Lotus Notes, Symantec, PC Anywhere, SSH Secure Shell, and Cheyenne ARCserve Win 7, XP

Confidential

Field Support Analyst

Responsibilities:

• Level I/II helpdesk support for desktops, laptops, and server system support
• Polling data via IBM’s RS6000, running batch jobs, stop / start / spooler print jobs
• Provide mainframe support of TSO PRD start / stop / job abbends managing print queues and spoolers
• Shutdown / Restarting of network devices, work stations, and servers on the IBM RS6000 platform
• Provide day to day E-mail system and client server administration of 45 Microsoft class servers.
• System support and administration of MDaemon to eliminate SMTP issues, and Postini for Spam email
• Provide support for SEND MAIL for Unix platform running on HP UX and Solaris
• Provide AIX support for RISC workstations
• Providing phone support to end users resolving technical problems, documenting, tracking, for timely resolution
• Managed user and group accounts in Windows 2000 & 2003, 2008, 2010, and Active Directory

Environment: TSO Mainframe, IBM’s RS6000, AIX, HP UX, XP, NT, Solaris, 2000, 2003, Service Desk, Active Directory, Exchange, MDaemon, ARCserve, PC Anywhere, Symantec, Ghost, Sametime Connect, Lotus Notes 6.5.1, Outlook, Postini, SAP Front End v7.10, Citrix Web Client v 9.0.32649.0, Citrix Meta frame Presentation Client v 10.150.58643, Easy Access, WUG

Confidential

Senior User Tech Support

Responsibilities:

• Providing phone support for over 65,000 user community ensuring high availability in the Great Lakes, IL US Naval base (NAVSTA)
• Providing Executive support (Admiral-RADM, NTC Officers, and Non-Commissioned Officers)
• Setup, installation, and configuration of all NIDA classrooms configuring student workstations and instructor prep stations for access to the NIDA CAI PRO API web interface-allowing secured access to the US Navy’s Electronics Curriculum courseware to approximately 1500 desktops per Department Of Defense standards
• Contributed to the successful rollout and deployment of Windows clients by providing the deployment team 25-30 imaged desktop/laptops daily, while providing essential ongoing support to current client base
• Enforced and applied Information Assurance Vulnerability Alert (IAVA) "positive control" ensuring compliance with DOD standards

Environment: Windows 95/98, XP, ME, NT, 2000, 2003, Service Desk, Active Directory, Netware, Exchange, Veritas Backup Exec, PC Anywhere, WhatsUp Gold, SMS, Hyena, Symantec, Ghost, Rapid Deploy, Power Quest, ITIL shop