TECHNICAL SKILLS

Hardware:PC Hardware, laptop hardware, server hardware, PDAs, IDE hard drives, SCSI hard drives, routers, switches, printers, audio/visual equipment

Applications:Microsoft Office Suite, Visio, Project, Adobe CS suite, Veritas Backup Exec, Symantec Antivirus, Sophos Antivirus, Trend Micro, Arcserve, Exchange 2003, Lotus Notes, Outlook, Sametime, Track - It, GWI Helpdesk, Alteris Service Desk, Autotask, Active Directory, and Microsoft Virtual Server.

Operating Systems:Windows 98/2000/2003/ NT/XP/Vista, 7, DOS

Networking:DNS, WINS, DHCP, TCP/IP, SMTP, FTP, DSL/Cable, switches, routers, VPN, Cisco IOS

PROFESSIONAL EXPERIENCE

Confidential

Website Administrator

• Manage music database and add new music mixes to file server
• Test, evaluate and install various software enhancements and patches.
• Troubleshoot technical issues and liaise with ISP.
• Manage forum; edit, move, or delete threads according to guidelines.
• Create, update, and delete member accounts.
• Monitor user behavior.

Confidential

Search Engine Evaluator

• Conduct in-depth internet based research and provide comparative analysis of search engine results.
• Determine user intent during search query.
• Evaluate the relevancy and timeliness of search results in relation to user intent.
• Measure the relevancy and usefulness of web pages in correlation to predefined queries.

Confidential

Atlanta, GA

Network Technician/Field Support Technician

• Responsible for administering computer networks for the clients of a managed service provider.
• Diagnose, troubleshoot, and resolve hardware, software, and system issues; replace hardware as necessary.
• Perform onsite and remote data backups, monitor backup logs, and disaster recovery operations.
• Create and maintain user accounts in Active Directory.
• Install and configure routers and firewalls, and switches.
• Configure, monitor, and maintain client email.
• Monitor and control managed services client accounts using N-central 6.7
• Perform forensic imaging of hard drives using Logicube Dossier.

Confidential

Atlanta, GA

Technical Support Specialist

• Maintain and administer computer networks in a Windows 2003 enterprise LAN/WAN environment.
• Oversaw the daily performance of servers, desktops, laptops, and network devices for offices in a LAN/WAN environment for the Atlanta and Ft Lauderdale offices; overnight travel as needed.
• Configure and maintain user accounts and group policy in Active Directory.
• Perform data backups and recovery operations using CA Arcserve.
• Respond to IT service tickets via GWI helpdesk software; Met service level agreements.
• Developed training materials and procedures for users. Trained new users on proper use of software and equipment.
• Liaised with users and upper management to assess needs and wants and implement solutions.
• Coordinated and implemented all new install projects and completed projects ahead of schedule.
• Managed leased hardware lifecycle: leasing, ghosting, replacement, and inventory.
• Supported audio/visual equipment (interactive whiteboards, digital cameras, projectors, video-conferencing, and focus group room).
• Configured, monitored, and maintained security access system.
• Performed adds, moves, and changes of Avaya phone system.
• Updated Sharepoint Portal lists and document libraries.

Independent Contractor, Atlanta, GA

Technical Support Administrator

• Provided all levels of onsite and remote support for users in several states via Alteris Service desk in an enterprise environment; adhering to SLAs.
• Created and managed user accounts in Active Directory.
• Imaged, configured, and deployed Dell laptops, desktops and peripherals.
• Supported networked printers, scanners, faxes, and Nortel phone system.

Confidential, Atlanta, GA

Computer Services Technician

• Responded to service calls providing phone and onsite tech support for server, PCs, laptops, and Macs.
• Performed all levels of hardware, software, spyware, and virus issues.
• Promoted sales and service contracts for software, hardware purchases, 2nd and 3rd level data recovery and remote backup services.
• Performed 1st level data recovery.

Confidential, Baltimore, MD

Administrative Server Systems Technician/ Lead Computer Technician

• Oversaw the daily performance of computer systems for a campus of approximately 2000 faculty, staff and students.
• Hired as a PC Technician, rapidly promoted to systems technician to assist network manager.
• Provided tier II and III support for escalated desktop issues; Responded to user issues via Track-it helpdesk software; first point of contact for executive staff issues.
• Instrumental in thwarting the Blaster and Sasser viruses which infected hundreds of students' personal computers.
• Responsible for planning, testing, and implementing migration of entire campus from Windows 98/2000 to Windows XP.
• Developed computer imaging (ghosting) procedures that reduced computer downtime by 75%.
• Provided back support and filled in for Helpdesk Manager as necessary.
• Performed user, group, and policy changes in Active Directory.
• LAN/DSL setup in dorms and off-campus housing.
• Maintained tape backups for Exchange, SQL, and PeopleSoft servers.

Confidential, Baltimore, MD

Self-Employed Part-time Small Business Owner

• Managed a portfolio of 40 residential and small business customers, provided on-site direct user support.
• Researched, troubleshoot, and resolved all hardware, software, spyware, and virus issues.
• Performed first level data recovery, home network setup and installation of cable and DSL (including wireless), provided software, internet, and basic computer use training.
• Performed software and hardware upgrade services
• Specialized in building custom computers and virus removal.
• Created databases for customers in Microsoft Access.

Confidential, Baltimore, Maryland

Business Sales Consultant

• Consulted with existing and new business customers and their agents to tailor communication products to their specific business needs.
• Coordinated installation, disconnection and changes in telephone service, made recommendations for phone systems, Internet connections, including T1's, broadband, web hosting, toll free service and advertising.
• Discussed, investigated and resolved disputes, complaints and inquiries regarding customer's account.
• Operated a computer accessing multiple systems to establish, update and retrieve customer services while simultaneously negotiating with customers and other Verizon employees.
• Met or exceeded deadlines to satisfy customer requirements and needs.
• Received numerous verbal and written commendations from satisfied customers for handling difficult situations promptly and accurately.
• Emphasized products' features based on analysis of customer's needs and provided technical knowledge of the products' capabilities and limits.