SUMMARY OF QUALIFICATIONS:

• Over 25 years of IT experience including 15 years Technical, Windows Administration, and Networking.
• Diverse experience with software packages and operating systems.
• Experience configuring a wide variety of hardware including servers, desktops, laptops, terminals, and peripherals from various vendors.
• Conscientious team player with experience in quality assurance, HIPAA compliance, technical writing, system documentation and technical specifications.
• Strong background in Customer Service/Satisfaction with a great willingness to provide solutions.

TECHNICAL SKILLS:

Windows Server versions: NT 4.0, Server 2000, Server 2003, Server 2008. Active Directory, NOVELL NetWare, AS400, MS - DOS, DNS, DHCP, Cisco routers and switches, along with other combinations of hubs and communications devices.

Microsoft Windows versions: 3.1, 95/98, NT, 2000, XP, Vista, Windows 7, Windows 8. VMware, Hyper-V, Microsoft Office products all versions up to current. Windows Administration Tools, Microsoft Exchange Server, Microsoft SNA, Act, AutoCad, Adobe, Blackberry, Citrix, Drive Image, FacSys, Acronis, Ghost, Heat, IBM Client Access, iPass, Lotus Notes, McAfee, Netscape, Network Associates, Norton, Palm, PICCT, Power Archiver, Project, Remedy, Right Fax, Robot, Symbol, Thomson Financial, Backup Exec, Visio, WebEdit, Windows Communicator, Windows Live Meeting, Winzip, WordPerfect (DOS/Windows), Symantec Endpoint protection, Kaspersky, PGP HDD Encryption, LifeSize video conference, Infocus Mondopad, Avaya IP Office, ZenDesk

Programming Languages: BASIC, COBOL, dBASE4, HTML, RPG, IBM CL

PROFESSIONAL EXPERIENCE:

Confidential - Philadelphia, PA

Technical Specialist

• Assisted in migration of in house server room to a managed secure Data Center (Colo) at XAND
• Implemented robotic tape library solution for backups, and upgrades to Symantec Backup Exec.
• Configured mobile twinning and call recording solutions utilizing Avaya IP office
• Upgraded user base from Windows XP to Windows 7 and Office products to 2010
• Create, modify and maintain standard machine images using Acronis
• Deployed HDD encryption to all user machines using Symantec Encryption Desktop (formerly PGP)
• Migrated from Symantec End Point to Kaspersky managed virus protection
• Configured WiFi solution for office wide coverage utilizing POE devices

Confidential - Greenville, S.C.

Desktop Support Analyst Senior

• Primary responsibilities included trouble shooting and resolving hardware and software issues
• Configure and install personal computers, printers, and peripherals
• Train and mentor new members of Desktop Support staff
• Inventory and distribute all newly procured equipment
• Utilize the Remedy ticketing system to process incident tickets as well as customer requests
• Work with customer base to provide Purchase Request documentation based on needs of the individual
• Prepare and submit Change Request documentation to the Change Control Board for software and hardware baseline
• Perform testing with Hewlett Packard Quality Center to assure compatibility with standard pc images in use
• Create and maintain project plans for deployment of new and recycled equipment
• Process the disposal of ‘end of life’ equipment to meet company and Department of Defense standards for data protection.

Confidential - Winston Salem, NC

Securities Desktop Support Analyst II

• Desktop Support Level II is the escalation point for the Technical Helpdesk.
• Responsibilities include performing in depth technical troubleshooting of desktop applications, desktop configurations, hardware issues, and LAN connectivity.
• Also responsible for accepting live transfers from Helpdesk Associates, detailed logging of tickets, special projects as assigned by the Desktop Support Supervisor, escalating issues to proper resolver groups when necessary and being a team player in helping the department maintain established service levels.
• Desktop Support Level II handles all issues not readily solvable, are obscure, have questionable ownership, or need lengthy research.

Securities Technical Help Desk Analyst

• Primary responsibilities include performing technical trouble shooting and problem resolution for users over the phone.
• Also, documenting tickets in the problem management system to provide correct resolution information, as well as the proper information needed if tickets are escalated to other resolver departments/teams.
• On average assisted customers on over five hundred calls a month with a completion rate in the mid to upper ninety percent.
• One of a select few technicians responsible for training new hire employees in the Confidential software and support procedures.

Confidential- Trinity, N.C.

Desktop Support Analyst - Level II

• Worked as a Lead Technician providing guidance to Level I and Level II technicians
• Primary responsibilities included assisting users locally at the corporate facility, manufacturing location, and remotely throughout the company with trouble shooting and repair of desktop/laptop systems network connectivity and peripherals. Take incoming escalation calls/tickets from the Help Desk and provide assistance for first call resolution.
• Other Responsibilities:
• Configure/setup new desktops laptops, printers and other peripherals
• Trouble shoot and repair failing equipment
• Order new and replacement equipment as needed
• Create/maintain instructional documentation
• Interview candidates for new Help Desk and Desktop positions
• Train new Help Desk and Desktop Analyst

Confidential, - High Point, NC

Technical Analyst - Desktop Support - Server Administration

• Windows 2000 server installations - assisted in many of the server installations for the companies thirteen locations in US and Canada.
• Developed standards for configuration, replication and deployment of Windows XP as part of the conversion from a Windows NT 4.0 environment on the company’s eight hundred desktops and laptops.
• Project Manager; supervise temporary IT staff for hardware rollouts. Project goals are to replace leased hardware and upgrade existing hardware/software to current configuration standards.
• Developed and implemented plans and procedures to convert sites from Token Ring to Ethernet.
• Developed, tested, and implemented Y2K ready PC configurations (hardware and software) for the company’s thirteen locations across U.S. and Canada.
• Miscellaneous duties include troubleshooting DHCP, WINS, DNS, and TCP/IP issues on servers and desktops, switches, and routers.
• Primary technician for support and installation of AS/400 hardware including installation planning and implementation of workstations and printer devices both in local and remote environments utilizing Cat 5 cabling and equipment, as well as twinax cable and hardware.
• Convert entire company from Novell based networks and servers, to Windows NT 4.0 environment.

Computer Operator/Lead Operator/Supervisor of Operations

• Provide Operations staff with schedules and daily tasks
• Develop documentation of procedures for operations staff to cover all jobs performed on three shifts and weekends.
• Setup and maintain Report Distribution documentation and implementation.
• Setup and maintain scheduled jobs in Robot.
• Assist users with hardware and software problems.
• Train and mentor all new and current Operations staff