Summary

• A+ Network, CNE, MCP, CCNP and Security certified professional
• Over 15 years experience in Network and desktop support
• Hands on experience providing technical support for various cellular/wireless systems and Blackberry Handheld devices, Image deployments for Dell, IBM and HP (laptops and desktops).
• Extensive experience with Windows 2000/2003/2008, MS Clusters, Active Directory, VMware, Netbackup, Symantec, SQL, IIS Web Services, WINS, DNS, DHCP, Exchange, Lotus Notes. HP/Proliant, HP Blade Servers, Altiris Server deployment, VBScript, TCP/IP, Ethernet, Fiber, Wireless Networking, WAN devices, Cisco Routers, and Communication Gateways.
• Provided phone support for over 3000 users for Microsoft office, IE8, Windows XP/VISTA and 2000
• Installed Windows XP operation system on desktop and laptop computers, Knowledge of Macintosh OS 9, OS X, and fixing Apple hardware
• Upgraded servers from Windows NT to 2003, Supported applications, printers, storage and networking infrastructure (wired and wireless).

Education:
AAS, Computer Operations and Programming

Certifications:
A+, NETWORK+, CNE, MCP, CCNP, SECURITY+

Professional Experience

Confidential, Chicago, IL 02/08 - 09/10
Desktop And Network Analyst

• LAN Administrator of Windows 2000/2003/2008 servers, experienced with Active Directory, Exchange, Group Policy, SQL 2000/2005, Novell 5.0 E-directory, GroupWise, and Zen works. Desktop backup and restoration procedures. Remote workstation support.
• VERITAS backup solutions, Citrix, SAN NAS, VMWARE, experience with HP and IBM/Lenovo desktops and laptops. Experience with inventory and software distribution technologies Experience supporting and deploying Symantec Antivirus, Symantec Ghost, VPN/Token/RSA, Excellent Customer Service and team-work skills.
• Advanced PC Desktop/Workstation XP/2000/2003/Vista/7, Oracle, Tibco, Sql Server 2005, Business Objects (Crystal Reports), Adobe Creative Suite 3, SMS 2005, Attachmate, TSO, Microsoft Access, Visual Source Safe, and Visual Studio 2003 / 2005
• Strong verbal/written communication and interpersonal skills Experience with Windows 2000/2003, MS Clusters, Active Directory, VMware, Netbackup, Symantec, SQL, IIS Web Services, WINS, DNS, DHCP, Exchange, Lotus Notes. HP/Proliant, HP Blade Servers, Altiris Server deployment, VBScript, TCP/IP, Ethernet, Fiber, Wireless Networking, WAN devices, Cisco Routers, and Communication Gateways. Experience with Altiris Software Deployment to users' profile
• 2nd and 3rd level support for SMS infrastructure problems. 2nd and 3rd level support for SMS client related problems. SMS Report Management. Active Directory and SMS script Writing. Some SQL Query Development (related to SMS database).
• Overall understanding of software package development via Wise and SMS. Software configuration management. Technical writing/documentation. Recommends and implements policies and standards and ensures adherence to security procedures.
• Training documentation. Microsoft patches distribution and testing. Overall infrastructure security monitoring. Fully Cisco Based PIX Experience, Wireless VOIP, Order and install exchange, WAN and Internet connectivity, as needed/approved. Lotus Notes Email services. Blackberry enterprise activation and device troubleshooting.
• Detailed knowledge of Windows XP, 7 and Vista (installation and troubleshooting)
• Experienced with Cisco 1700, 1800, and 7200 routers, Cisco 2900 and 3500 switches, PIX firewalls, Cisco CatOS, Cisco IOS and 7900 IP Phones. Used Remedy 7.0 and Clarify
• · Knowledge of Windows Vista. Detailed knowledge of Office products including 2007(Word, Excel, PowerPoint, Project, Visio and Outlook) to include installationand troubleshooting. Knowledge of Macintosh OS 9, OS X, and fixing Apple hardware,
• Extensive product and industry knowledge in storage, network, and security
• Review, install, maintain and test operating system and application software on UNIX/Linux server platforms, Administer and tune UNIX/Linux servers for optimum operating efficiency, Assist with architecture and configuration of VMware environment

Confidential, Buffalo Grove, IL 08/07 - 02/08
Technical Support Specialist

• Phone and client side support for over 2000 users: Microsoft Office (2000/2003/2007), Advanced PC Desktop/Workstation XP/2000/2003, Oracle, Tibco, Sql Server 2005, Business Objects (Crystal Reports), Adobe Creative Suite 3, SMS 2005, Attachmate, TSO, Microsoft Access, Visual Source Safe, and Visual Studio 2003 / 2005
• Technical support for various cellular/wireless systems and Blackberry Handheld devices, Image deployments for Dell, IBM and HP (laptops and desktops).
• Diagnosing, troubleshooting, repairing and debugging routine hardware, software, or networking equipment problems. Experienced with Cisco Pix, Checkpoint and Net screen firewall policy.
• Used VB Script for automation of SMS application. Set up group policies.
• Set up User ID's on the server and Desktop for Lotus Notes vs. 6.2/8.0
• Knowledge of Macintosh OS 9, OS X, and fixing Apple hardware, extensive product and industry knowledge in storage, network, and security.
• Review, install, maintain and test operating system and application software on UNIX/Linux server platforms, Administer and tune UNIX/Linux servers for optimum operating efficiency, Assist with architecture and configuration of VMware environment
• Networking concepts: TCPIP, DNS, WINS & DHCP, SMS: Application and Patch Deployments
• VPN Client Administration & Installation, Active Directory Administration Users, Groups and Computers, Symantec Anti-Virus Corporate Edition(Managed Environment)
• Provides technical support and training to end-users; Administers network security; Sets up new users and deletes old users from the network; Provides complex server maintenance; Maintains current knowledge of relevant hardware and software applications as assigned; Participates in special projects as required. Desktop backup and restoration procedures

Confidential, Lombard, IL 02/04 - 12/07
Desktop and Network Technician

• Phone support for over 1000 users for Microsoft office, IE6, Windows XP and 2000
• Installed Windows XP operation system on desktop and laptop computers, Knowledge of Macintosh OS 9, OS X, and fixing Apple hardware
• Upgraded servers from Windows NT to 2003, Supported applications, printers, storage and networking infrastructure (wired and wireless).
• Phone support for Cisco inscription VPN modems for over 250 users
• Responsible for the configuration of Storage Works MSA100, Cluster Servers, Active Directory, and DNS
• Supported VoIP, TDM phones and voice mail systems
• Experienced with Cisco 1700, 1800 and 7200 routers, Cisco 2900 and 3500 switches, PIX firewalls and 7900 IP Phones
• Provided support to Branch Managers and users. Good understanding of network communication equipment such as firewalls, routers, switches, and hubs
• SMS 2003 Operating System Deployment, Customizes and manages the settings for individual deployments, including notifications, distribution settings, and network settings, Deploys OS images using the highly customizable task-based SMS 2003 infrastructure
• Proficient with Ghost imaging software, Windows Remote Desktop and Terminal server, Working knowledge of Office 2003/2000, including Outlook and Exchange, Lotus Notes 6.5, and LANDesk
• Set up User ID's on the server and Desktop for Lotus Notes vs 6.2
• Strong Understanding of TCP/IP connectivity, Novell 5.0 and Zenworks 4(NAL), Citrix environment, Microsoft SQL Servers and Client, Blackberry/Treo Support
• Troubleshoot network performance issues, server issues, and connectivity issues, Schedule and resolve virus protection and patch management issues, technical knowledge of VERITAS Netbackup 5.x with Virtual Tape Library solutions, NAS, and SAN Systems. Set-up and disassemble servers.

Confidential, Oakbrook, IL 9/01 - 12/03
Desktop and Administrative Support

• Coordinated and provided an interface for users and project changes
• Phone support for IBM inscription VPN modems for over 200 users
• Responsible for upfront involvement regarding deliverables and customer support of equipment (PC, Blackberry/Treo Support and Phone service)
• Processes strong Microsoft Office skills in a business environment
• Did installations and configurations in Windows 95/98/NT/2000 desktop/server systems
• Technical knowledge of DNS, Active Directory, IIS, and MSA100
• Provided user support in Novell Netware and Windows environment, including adds/changes/and supporting desktop issues. Support applications, printers, storage and networking infrastructure (wired and wireless).
• Provided Cisco router and switches support and administration
• Microsoft SQL Servers and Client, SMS 2003 Operating System Deployment, Customizes and manages the settings for individual deployments, including notifications, distribution settings, and network settings, Deploys OS images using the highly customizable task-based SMS 2003 infrastructure
• Experience with VoIP, TDM phones and voice mail support systems.
• Troubleshoot network performance issues, server issues, and connectivity issues, Schedule and resolve virus protection and patch management issues, technical knowledge of VERITAS Netbackup 5.x with Virtual Tape Library solutions, NAS, and SAN Systems. Set-up and disassemble servers.

Confidential, Arlington Heights, IL 3/00 - 6/01
Network and Desktop Analyst

• Install and configure Motorola (6520, 6560, 6400, 310, and 100) and Cisco (2600, 3600, 4000, and 7500) routers
• Provided second level support through helpdesk and user\'s request for connections and routing of Ethernet and Token ring ports and stations
• Strong knowledge of TCP/IP (desktop and routers), Netview, SNMP, RIP1, Frame Relay, SDLC, SNA, X.25, ISDN, OSPF, EIGRP, STATIC ROUTES, T1, T3, 56k, CSU, and DSU.
• Wiring of Cat.5 and token Ring
• Cabling of 3174 and 3745 controllers
• Working knowledge of HP Openview and General Sniffer
• Familiar with Voice Over IP and VPN
• Second level support for Personal Computers, Laptops, Gateways, and Servers (Compaq and IBM Infinity)
• Automated Scripting for LAN administration and Desktop policies using Script logic
• Working knowledge of AS400 and IBM S/390 Mainframes
• LAN Environment consisted of Windows 98/NT/2000 and Novell 4.11
• Responsibilities included troubleshooting and upgrading of Hardware (hard drives, modems NI card, and peripherals) and Software (Lotus Notes 5.0, Office, Adobe Acrobat 4.0, and Access)
• Provided technical support for Rohm and AT & T phone systems, which included wiring, programming, and testing for Vmail for users
• Provisioning of circuits with local phone companies which included analog and digital, ISDN, T1, and T3

Confidential, Chicago, IL 10/99 - 1/00
Desktop Support

• Upgraded Microsoft Outlook and Exchange, provided user support at the desktop
• This also included Windows NT 4.0 installs from Windows 95
• Troubleshot problems and errors resulting from upgrades
• Changed NI Card and added new drives, modems, and palm pilots
• Mapped users drive (read and write privileges), configured Windows NT/95 and installed network equipment
• Tested new connections on LANs and Hubs for new equipment
• Upgrade of Compaq servers to Novell 5.0.

Confidential, Chicago, IL 1/00 - 3/00
Desktop Support

• Installed new hubs (Cabletron and Cisco)
• Replaced Token-Ring Network with new 10 AND 100BaseT
• Replaced Personal Computers with Laptops (Docking Stations)
• Loaded laptops with Windows 98(Office 97, Docs, PcAnywhere, Internet Explorer, and Corel WordPerfect)
• Installed NI Card, Hard Drives, and Compact Disk. Replaced wiring with Cat. 5