TECHNICAL SKILLS:

Technology and Tools: Windows 2000, XP, Vista, 7; Windows Server 2003/2008; Microsoft Exchange 2000/2003; Active Directory; Quest Software Suite, Hyena 7.7; Altiris Deployment Server/Client and USMT(User State Migration Tool); Internet Explorer 6\7\8 and Mozilla Firefox; Magic, Remedy and Peregrine Ticketing Systems; Nortel and Cisco VPN; Real VNC, SMS, PC Anywhere; Norton Ghost; Microsoft Office Suite 2000/2003/2007/2010 ; Quickbase and Wisetrack; Abode Professional, Acrobat and Reader 5/7/9, VMware (vSphere), SCCM 2007

PROFESSIONAL EXPERIENCE:

SENIOR DESKTOP /WINDOWS 7 MIGRATION SUPPORT ANALYST

Confidential, Richmond, Virginia

Responsibilities:

• Supervised Confidential team of seven persons in the rollout of new desktop personal computers and laptops to all Confidential employees
• Led team in the transfer and configuration of information from old personal computers to new personal computers using Windows Server 2003 USMT tool and MDT tool
• Worked with technical writers to research, develop and implement new help desk scripts for Windows 7
• Provided 2nd Level support to any users with Windows 7
• Tested software and applications on Windows 7 using SCCM Collections and other methods of installation to make sure they would work with Windows 7
• Used Active Directory to perform password resets, unlock accounts, and make sure users and computers were in proper OU’s and GPO groups
• Created exercises for techs who needed development in customer service and technical knowledge

ACTIVE DIRECTORY MIGRATION ENGINEERESI

Confidential, Eastern Shore, Virginia

Responsibilities:

• Migrated Active Directory users, groups, workstations and servers from Novell to Active Directory using Quest tool for Accomack County Public School system
• Migrated Novell servers to VMware servers using Vsphere Client and configured Windows Server 2008 on each VMware server
• Created OU structure for new Windows Server 2008 Active Directory environment
• Worked with onsite IT staff to develop and implement new complex GPO’s, file permissions, Active Directory replication and log on/log - off scripts
• Provided technical user end support after migrations were completed
• Translated customer requirements into technical resolutions
• Evaluated new services and suggested changes to existing products or services to better aid end user experience

ACTIVE DIRECTORY MIGRATION ENGINEER

Confidential, Richmond, Virginia

Responsibilities:

• Migrated over 10 VITA agencies from various Active Directory structures over to one centralized Windows 2003 domain and Exchange structure using Quest Migration tool
• Communicated information regarding Active Directory, set domain policies, GPO’s, site definitions, trusts, permissions and IPSEC to ensure migrations were performed correctly
• Worked with team members as well as lead Confidential small team of 2-3 techs to resolve issues regarding IP configuration, DNS and WINS changes, GPO’s and nested Active Directory groups
• Performed all pre-migration network discovery as well as set up test users, groups and accounts in Active Directory
• Reported daily progress of migrations as well as make recommendations for changes in migration plan to improve process
• Effectively managed and exceeded customer expectations by proactively troubleshooting issues during pre-migration as well as final migration processes

SENIOR DESKTOP SUPPORT TECHNICIAN/MIGRATION LEAD

Confidential, Richmond, Virginia

Responsibilities:

• Led Confidential team of 3 or more technicians in the rollout of over 15,000 new personal computers to all state agencies of Virginia, using the Altiris agent to deploy software and to migrate profiles and user information
• Transferred user files and settings and deployed packaged applications using Windows Server 2003 with Altiris Deployment Solution
• Migrated an array of different environments including Windows 2000, Windows XP, Citrix and Novell
• Performed troubleshooting and resolution of local and networked in-house and non in-house applications
• Installed and configured email clients: Lotus Notes, Outlook 2003/2007, Groupwise and Netscape
• Documented all issues to management and meticulously recorded issues and solutions in Quickbase database
• Ensured the logistics and inventory of all new and old assets
• Attended daily conference calls to report any issues and accurate asset installation statistics
• Created user accounts and reset passwords using Active Directory to ensure users could log in
• Resolved escalated issues and vendor issues
• Maintained Confidential high level of employee morale throughout my team

DESKTOP MIGRATION SUPERVISOR

Confidential, Richmond, Virginia

Responsibilities:

• Supervised Confidential team of seven persons in the rollout of new desktop personal computers and laptops to all Confidential employees
• Led team in the transfer and configuration of information from old personal computers to new personal computers using Windows Server 2003 USMT tool
• Performed troubleshooting for all Windows XP issues and upgrading of Windows 2000 personal computers to XP
• Coordinated retrieval of old personal computers from various Confidential locations in Richmond, VA
• Assisted new users in setting up personal computers, adding them to proper domain, confirming network connectivity and performing needed configurations
• Used Active Directory to perform password resets, unlock accounts, and make sure users were in proper OU’s
• Resolved any complex daily issues that may impact migration process and business objective

DESKTOP SUPPORT TECHNICIAN

Confidential, Washington, DC

Responsibilities:

• Added software and software updates to end users when needed
• Performed troubleshooting of any Windows XP issues and upgraded Windows 2000 pc’s to Windows XP
• Coordinated and managed pc rollouts to various departments
• Assisted new users in setting up pc’s, added them to proper domains, confirmed network connectivity and performed any configurations
• Responsible for handling any pc moves
• Created detailed technical documents for users and desktop analysts
• Used Active Directory to build accounts, perform password resets and to unlock AD accounts
• Stayed current with system information, changes and updates

HELP DESK REPRESENTATIVE

Confidential, Richmond, VA

Responsibilities:

• Responded to requests for technical assistance in person, via phone and electronically
• Diagnose and resolve technical and hardware issues
• Used Active Directory to perform password resets and unlock accounts
• Meticulously notated any issues users were having and steps taken to resolve issues
• Identified and escalated situations requiring urgent attention
• Created trouble tickets for network issues and other escalated issues that could not be handled by technical support
• Researched issues using available information resources