Desktop support and help desk network technologist with large enterprise ITO technical experience
Proficient with Active Directory, MS Office 2000, 2003, Lotus Notes 6.5 - 8.5, TCP/IP, Windows 2000, XP Professional, Vista, Windows 7,Server 2000, 2003, 2008, SCCM, IIS, Linux enterprise 5 and Mac OS X Server, UNIX, SQL Server 2005, HP Service Manager, Remedy, Peregrine Service Center, Exchange Server 5.5 and above, Cisco routers and switches. Strong written and verbal communication skills, with ability to handle multiple projects and work request simultaneously.

EDUCATION:

• Associates of Applied Science in Computer and Information
• Computer Science

PROFESSIONAL EXPERIENCE:
Confidential,Migration Lead, Aug 2012 December 2012

• Served as technical analyst for HCA tech refresh project for Johnston Willis and Chippenham hospitals.
• Conducted troubleshooting, diagnosis and resolution of complex PC/LAN related issues, hardware, software, registry editing, bit locker and pointsec encryption software, operating systems and network issues.
• Used Dameware, SCCM PCU, and Remote desktop tools to remotely address a wide variety of issues for off-site users to include software and networking issues as well as post Windows 7 configuration procedures.
• Created and managed images for all PC and laptop models (HP/Dell)
• Maintained user accounts with Active Roles (Active Directory) Server which included user and pc adds moves, and deletions as well as Active Directory cleanup.
• Supported end user service request using BMC Remedy ticketing system.

Confidential,Migration Specialist, March 2012 - July 2012

• Conducted troubleshooting, diagnosis and resolution of complex PC/LAN related issues, hardware, software, registry, encryption software, operating systems and network problems
• Respondedto and provided immediate assistance for complex issues and questions from end users
• Documented all failed installations and migrations of new PC/LAN related hardware, software, applications and operating systems in order to meet project requirements
• Maintained, analyzed, troubleshot, deployed, and repaired computer systems, hardware and computer peripherals.

Confidential,Application Support/Customer Service Rep, MAY 2011 DEC 2011

• Supported Capital One Bank application(s) in production and DR environments
• Worked with business, development, quality assurance, DBA and other support teams to co-ordinate and facilitate the scheduling, incident triage and timely resolution of production issues
• Tracked production issues and reported periodically to the group charged with monitoring uptime and efficiency of production applications
• Monitored operations of network and environment of windows 2003/2008 servers on which a cluster of applications operated
• Tracked and researched business solutions running in the environment in terms of efficient performance and obstacles to smooth production
• Maintained and performed system upgrades, including installing up to date patches and service packs, troubleshooting, and administration of Capital Ones third party UNIX applications (G & D COMPASS)
• Documented measures taken to patch or upgrade OS and testing done to ensure proper production environment uptime
• Controlled and managed system access; trained and supported users
• This included device, configuration, and monitoring requests from users

Environment: UNIX Scripting, HP service Manager, Windows Server 2003/2008

Confidential, Server/Network Support, FEB 2010 MAR 2011

• Configured Wachovia Securities and Wells Fargo branch and data centers servers, routers and network switches
• Ensured hardware and software compliance and compatibility for proper use with Wachovia’s securities and WFA projects
• Assisted with building of both HP and Dell servers (Windows 2003/2008) and associated peripherals and a wide variety of off the bank applications while adhering to organizational and security standards
• Provided immediate server support for users and when necessary Installed server hardware such as hard drives, Arrays, RAM and power supplies.
• Worked closely with network engineering team for testing and configuration of Cisco routers and switches
• Supported a variety of platforms such as Windows Server 2003/2008, Linux Enterprise as well as hardware (HP Proliant DL 380 G6 & ML370) Dell Power Edge R510 and Dell Power edge 2900

Environment: UNIX Shell Scripting, Remedy Ticketing, Windows, Linux

Confidential,Support Technician, AUG 2009 FEB 2010

• Responded to network outages and trouble calls at 60 RPS buildings throughout the city ofRichmond
• Used fluke tester to troubleshoot a wide range networking issues such as, faulty Ethernet cables, DHCP errors, connectivity issues, etc.
• Worked with school staff to assess, diagnose, mitigate and resolve connectivity issues within the building LAN by reviewing network documentation, observing reported symptoms and tracing physical connections
• Conducted routine preventative measures and implemented, maintained and monitoring of WLAN with whats up Gold (WUG) network monitoring software
• Maintained network documentation including updating Visio network diagrams, logging of network changes, tracking inventory of network equipment and IP addresses.

Environment: UNIX Shell Scripting, Remedy Ticketing, Windows 2003

Confidential,Desktop Support Technician, JAN 2009 - JUN 2009

• Configured and installed software for users’ desktops and laptops.
• Involved in the installation and rollout of new software packages, upgrades and new desktop hardware
• Re-imaged desktop and laptop computers using Ghost 12.0 imaging software
• Removed hard drives and replaced with imaged hard drives.
• Maintained desktop software and hardware, tested and ensured applications were correctly installed and configured on the computer.
• Troubleshot problems using scripts and checklists as a guide using the highest level of technical support
• Displayed ability to manage tasks and meet deadlines in a timely manner
• Installed COTS products, In-House applications, product optimizing, ghosting, installation of and configuration of network printers, scanners and other PC peripherals

Environment: Remedy Ticketing, Windows Server 2003, Unix.

Confidential,VOIP Infrastructure Lead Technician, APR 2008 - JAN 2009

• Participated in the successful deployment of over 10,000 VOIP/Cisco phones as well as video conferencing technologies (Polycom Environment) distributed to over 9 locations around the state of VA within 1 year
• Assisted with voice equipment and software troubleshooting of Cisco telephony and Polycom as installed by Verizon contractors
• Conducted testing and troubleshooting in a video conferencing equipment to include PCs and Polycom models IP 3000/IP 4000
• Conducted 100% quality control checks on all Cisco VOIP phones and Polycom
• Proactively worked with end users to troubleshoot issues in AV, as well as audio reinforcement, teleconferencing, videoconferencing, presentation and conference room technical setup
• Provided on-site support pertaining to network configuration problems and assisted with any break-fix issues

Environment: Remedy Ticketing, Windows Server 2003.

Confidential, Customer Service Support Specialist, NOV 2007 - MAR 2008

• Supported a client base of about 68,000 users state-wide, windows platforms; Win2000 and XP workstations (Dell and HP desktops and laptops)
• Provided end user support for troubleshooting issues relating to hardware, software and network connectivity issues
• Used Windows 2003 Standalone server to migrate all software applications to users PCs such as Lotus Notes 7, guardian edge hard disk encryption, VPN clients, Citrix, etc.
• Also assisted clients with various proprietary applications as well as standard office applications (word, excel, access, etc)
• Connection and configuration of peripherals like Printers, hubs, print servers etc
• Altiris deployment solution (PCT Transplant) was used to capture and restore images, software packages and remote assistance to users computer systems.

Environment: Windows 2000 Server, Citrix, SQL, Linux, Firmware/Middleware.