SUMMARY:

• Resolution oriented IT professional offering a 20+ year record of accomplishment demonstrating strong leadership and technical ability also served in a supervisory and mentoring capacity.
• Industry experience includes high quality results in Governmental ( Confidential County and Confidential of Virginia, Confidential Ambulance Authority), Engineering ( Confidential and DNV), Manufacturing ( Confidential, Confidential and Confidential Aerospace), Banking ( Confidential and Confidential ) and Medical ( Confidential / Confidential / Confidential ) corporate information technology environments.
• Extensive experience providing inter - company and intra-company communication, also dealing directly with vendors.
• Preserved company record accuracy through timely and thorough asset control and data acquisition. Created profile data and upgrade rollout schedule for users from asset reporting tools.
• Familiar with ITIL processes. Change Management, Back Office Processes, Testing and Integration, Project Management, Technical Writing and Training.
• Core strength is a strong work ethic with the ability to handle multiple tasks and multiple deadlines efficiently.

PROFESSIONAL EXPERIENCE:

Confidential

IT Specialist

Responsibilities:

Primary HelpDesk contact for a wide range of issues including application support, loss of connectivity on OMGs and internal network, iPhone and Android configuration. Troubleshooting technical problems and providing answers to queries by telephone and remote administration. Utilize LogMeIn and VNC for remote access. Maintained all Dell Printers, Desktop and Laptop PCs, IP phones, HP Toughbooks OMGs and associated equipment. Performed daily preventive maintenance of all ambulance hardware (2 Toughbooks and the OMG). Handling problem tickets and How-To questions on Outlook, Office 2013 Professional, and various COTS applications.

Confidential

Desktop Analyst

Responsibilities:

Providing front line support for a wide range of issues including VPN connectivity, network issues, application support, Blackberry and domain security issues. Troubleshoot technical problems and supporting users queries by telephone and remote administration in support of In-House and Off Premise Workers, doctors, nurses, pharmacists and emergency care facilities taking care to stay within HIPAA guidelines. Utilizing Remote Desktop, MS Communicator, Lync and Dameware for remote access. Resolve connectivity problems involving domain access and VPN for remote users. Troubleshooting and testing of Avaya IP phones, modems, routers and associated equipment. High volume queries involving installing, upgrading, configuring Office 2007/10/365, Project, Visio, Communicator, SharePoint and various purpose built systems and COTS applications. Also handled How-To questions and submissions to TSRM Knowledgebase. Training and mentoring of new employees and teammates.

Confidential

Command Center Operations Technician

Responsibilities:

Provide Command Center level support for a wide range of bank technological outages and issues in support of multiple lines of business. Triage issue and provide preliminary assessment of severity and impact performing FCR Services (First Call Resolution) utilizing Runbooks and Knowledge Base. Drive bridgeline conferences for problem resolution to completion, assembling Domain, LOB, Technical, Infrastructure and Vendor Support as needed. Utilize Maximo (TSRM) ticketing system for Incident/Problem Management and distribution of work based on SLA and ticketing protocols.

Confidential

Access Control Technician

Responsibilities:

Assisted with domain migration moving users from Wachovia to Confidential domain. Migrated users utilizing VB scripts and batch files. Attended bridge conferences for problem resolution during and following migration. Fielded problem tickets using Remedy ticketing system changing logon scripts, drive mappings and other desktop migration related issues

Confidential

Desktop Analyst

Responsibilities:

Providing front line support for a wide range of issues including emergency support, loss of connectivity, Blackberry support and domain security issues in an IP environment. Troubleshooting technical problems and providing answers to queries by telephone and remote administration in support of corporate and Work@Home users, doctors, nurses and emergency care facilities taking care to stay within HIPAA guidelines. Utilize Remote Desktop, VNC, and MS Communicator for remote access. Resolve connectivity problems involving domain access and VPN for remote users. Troubleshooting and testing of A/V equipment, IP phones, modems, routers and associated equipment. High volume queries involving upgrading, configuring and How-To questions on Outlook, Office 2007 Professional, Project, Visio, Communicator, SharePoint and various purpose built systems and COTS applications.

Confidential

HelpDesk Analyst

Responsibilities:

Resolved connectivity problems involving domain access and VPN for remote users. Troubleshooting technical problems and providing answers to queries by telephone and remote administration in support of 80,000 users taking care to stay within HIPAA guidelines.. Dameware, MS Communicator and Remote Desktop are used for remote access nationally/internationally. Supporting over 62 mainframe systems providing system violation, password reset and client session and role additions. Reflections, Rumba, Attachmate and Client access are the main emulators utilized. Supported Off Premise Workers (approximately 60,000 customers) in their use of Citrix for applications and printing. Supported Active Directory and Blackberry devices.

Confidential

Enterprise Desktop Analyst

Responsibilities:

ITIL Developed Enterprise. Responsible for desktop support of windows 2000 and XP, Office 2K/03/07. Supported Lotus Notes to Outlook conversion, resolving technical problems and providing answers to queries by telephone and remote administration in support of 230 local and over 1000 remote users internationally. Supported Odyssey Wireless Project installing Cisco 4400 Wireless infrastructure throughout the Manufacturing campus. Used Proxy, Dameware, VNC and Altiris for remote access to remote systems. Supported SAP, Active Directory, LDAP, JDEdwards Mainframe, Citrix and Blackberry devices. Diagnose, identify, isolate and analyze computer hardware, software and connectivity issues, including VPN and authentication. Documented procedures in Remedy for Knowledge Base development, ITIL procedure and administrative tasks. Trained new technicians and serve as their mentor. Provide limited support to HP and Sun servers and Cisco Networking. Used Ghost and Rapid Deploy for imaging before COTS installs.

Confidential

Network Operations Analyst

Responsibilities:

Provide front line support for a wide range of issues including emergency support, loss of connectivity and security issues in an IP environment utilizing HP OpenView. Generate hourly statistical reports utilizing Crystal Reports. Query UNIX/Linux servers utilizing PuTTy to access servers and run batch scripts to capture data for Excel reporting. Provide inter-company and intra-company escalation. Escalated internally to upper tiers for outages that negatively affect customers. Also dealt directly with Vendor/Customer's NOC when additional information is required or customer will be affected. Use Remedy for service request, incident, problem, change, and service level management.

Confidential

Sr. Desktop Analyst IV

Responsibilities:

Outsourced to CSC (ITIL Certified Enterprise) in December 2001. CSC introduced CA-USD for asset control and ITIL operating procedure to the business. SAP order entry and retrieval. Administer and troubleshoot the NT/2000/XP/Novell network environment (TCP/IP WINS, DNS, etc.). Supported Lotus Notes 5 as email client. Assisted in the transition of the company from a mixed infrastructure to an IP only environment, removing Novell and MAC. Tracked hardware and software assets utilizing ZenWorks from delivery to disposal including . Troubleshoot VPN and Citrix connectivity issues. Supply Tier III Problem Resolution and ICMS services for the development, test and production environments. Assist in documenting procedures for systems administration tasks; test and debug shell scripts used to automate daily administration tasks as well as software installs. Install and configure hardware and software on workstations, desktops, and laptops for production and developers domains. Utilized Ghost for imaging.

Confidential

Client/Server Specialist

Responsibilities:

Contract thru Addeco, assigned to Confidential, working on the Confidential client/server migration project for Y2K compliance (rollout of 250 new PCs and upgrades at Mont Bellvue Plastics Plant and 1,200 at Baytown Chemical Plant). Responsible for profiling users current load-set, determining their required upgrade from data gleaned from NetCensus Reports. Build/upgrade PCs, configuring and installing NT Workstations.

Confidential

Network Specialist III

Responsibilities:

Assist in planning and upgrade of LAN/WAN network topology to Bay Network ATM. Installed and configured routers and switches, using Bay Networks software. Assisted setup of OC12, T1s and ISDN connectivity to wide area to include County Jail, Police Department, Sheriff’s Department, Auto Crime Task Force, Narcotics Task Force and Senior Citizen Center. Managed vendors and contract personnel.

Managed network security, dependability and monitored performance level of network communications using HP Openview. Troubleshoot network hardware and communication problems using Fluke LanMeter and NA Sniffer. Provide Tier III support to local and remote customers for Help Desk (HEAT) service requests.

Confidential

Desktop Technician II

Responsibilities:

Build and upgrade PCs, installing and configuring NT Workstations from assembling hardware to installing the following software as required by user: MSOffice Suite, WordPerfect Suite, Office Logic E-mail, Lotus, QuattroPro and various mainframe applications designed for government use. Provided Tier II and III support to users at the County Jail, Police Department, Auto Crime Task Force, Narcotics Task Force and Senior Citizen Center. Supervise three (3) employees and two (2) contract technicians. Supply technical support for existing Intel based systems.

Confidential

Technical Writer/Training Specialist

Responsibilities:

Assigned to the Information Services Department’s Welfare Reform Project to train employees statewide on the new ADAPT software. Responsibilities included technical writing and revising of the manual and user's guide; course development; Computer Based Training (CBT) generation and system testing. Required to train Eligibility Workers on the new software and provide Level II technical support.

Confidential

Desktop Technical Analyst II

Responsibilities:

PC Technician - Maintain in-house systems including Windows 3.11 workstations, back-up and print servers. Install, configure and maintain software applications on file server and workstations. Troubleshoot network software applications and hardware. Networked 200 new PCs to an existing 1,200+ node Novell system.

Confidential

Asst. Project Administrator

Responsibilities:

ISO Certified Environment. Contract (thru Confidential ) to Permanent beginning in April 1991 turning permanent in December 1991. Client Contact and Customer Service. Involved in two (2) pilot groups: 1LAN development and 2Application acquisition. Also, responsible for security/access, maintenance, upgrade and troubleshooting of thirteen (13) PC's and eight (8) notebooks in the Quality Assurance Services department.