SUMMARY:

• Result - driven accomplished IT Professional with more than 18years of extensive industry experience that is recognized a leader by management and peers. Proven ability to identify problem, analyze possible solutions and determine best course of action to meet objectives Strengths include but are not limited to:
• Technical support
• IT Projects
• User
• IT Management
• Creating technical support documentation
• Excellent troubleshooting skills
• Ability to take on difficult issues
• Work independently
• Team player
• Project Coordination
• Customer service skills
• Detail orientated
• Experience working with CRM and/or trouble tracking system
• PC/Desktop experience using Microsoft Win95, Win NT 4.0, Win 98, Win 2K, XP, Vista, Windows 7
• Sarbanes Oxley Compliance trained
• Experience in global enterprise environment and small companies
• MCSE trained on MS 2003, 2008
• SQL language
• Experience with Oracle and SQL server
• Available for On Call and off hours

PROFESSIONAL EXPERIENCE:

Confidential

Application Support Analyst

Responsibilities:

• Provide end user and support on all technology
• Setup Video Conferences
• Transfer Client Data on network for Records Department
• Setup offices for Visitors
• Create new user accounts in Active Directory
• Setup users with Email account on Exchange Server
• Setup and supported users with Blackberry’s and iPhones
• Add user onto Blackberry Enterprise Server
• Performs LAN administration functions in Active Directory
• Remotely patch users systems with Norton Altiris

Confidential

Application Support Analyst

Responsibilities:

• Coordinated projects, upgrades, and enhancements with business groups
• Provide support on all HEAT products to internal users
• Administrated HEAT application
• Ran usage reports in HEAT for Management

Confidential

Corporate Desktop/Laptop Refresh Technician

Responsibilities:

• Provide end user and support on all technology
• Coordinated system upgrades with field users
• Provide support to the user on new systems
• Transfer Users Data to new systems
• Created Technical Documentation
• Created Security groups in Active Directory
• Add new systems in to Active Directory
• Created backups image of user old system with Norton Altiris
• Remotely patch users systems with Norton Altiris

Confidential

IT Manager

Responsibilities:

• Provide support on all areas of technology in the office and on-site in the field
• Supported application on a Citrix environment
• Administrate a mixed Linux (SUMBA) / Microsoft environment
• Purchase and setup / build new laptop, desktops, and printers
• Provided to office personal and field technicians
• Provided support to on-site with all things technology related
• Create new user accounts in Active Directory
• Setup users with Email account on Exchange Server
• Setup users with Blackberry’s
• Blackberry Enterprise Server
• Responsible for gathering the field data, compiling the data and creating deliverables to the customers
• Ensure maximum system uptime, security and stability
• Develop and maintain department documentation and action plans including policies and procedures, disaster recovery plans, user guides and best practices
• Manage special projects from conception and planning through completion
• Manage vendor relationships, purchasing and budgeting

Confidential

Application Support Specialist III

Responsibilities:

• Coordinated projects, upgrades, and enhancements with business groups
• Provided Level III support to on-site, remote domestic, and international PC and Laptop users via phone and at the desktop and remote access tools
• Supported multi-application on a Citrix farm
• Administrate Actuate, created new user, changed user permission, added user into list contained in the application and changed password, managed report schedule
• Support Applications (Clarify, Citrix, Actuate, OnTrack, Confidential Budget Application, Oracle, e.ComPresent (Optio), Help Alert (DTS). Clarify Per Event Billing (T&E), and True Comp) MS LiveMeeting, GoToMyPC, GoToMeeting.
• Logged issues into HEAT (call tracking software)
• Provide support on all HEAT products to internal users
• Administrated HEAT application
• Ran usage reports in HEAT for Management
• Responsible for supporting and installations of third-party software
• On-Call Level Two support for WINDOWS Team per rotation cycle
• Created Security groups in Active Directory
• Create new user accounts in Active Directory
• Setup users with Email account on Exchange Server
• Setup users with Blackberry’s
• Blackberry Enterprise Server

Confidential

Helpdesk Analyst II

Responsibilities:

• Offer first line support to 1500 users at 5 different sites via phone and remote access
• Provided client support for desktops, file servers, WAN connectivity, Email, and other Law related applications
• Logged issues into Royal Blue (call tracking software)
• Support Dial up connections via Citrix
• Performs LAN administration functions in Novell NetWare 5 and Windows NT environments
• Trained individuals in system operations, as well as Advanced MS Office functions (Table of Authorities and formatting with the use of styles)

Confidential

CRM Application Support Specialist III

Responsibilities:

• Provided Level III support for over 250 on-site, remote domestic, and international PC and Laptop users via phone and at the desktop
• Supported Avenue CRM
• Support users with PDA’s (Palm and Windows Mobile)
• Setup uses on Citrix Servers
• Administrated all Avenue uses, created new user, changed user permission, added user into list contained in the application and changed password
• Installed Avenue on all new users PC’s
• Ran nightly backup and daily process
• Setup, configured, and supported Windows 98, and Windows NT desktop and laptop systems
• Administrate network passwords on a NT Network