Summary of Qualification

I have extensive information technology experience including server / desktop support and help desk level I/II. My most recent project is with SunTrust as a Remote Server Technician completing a large-scale migration from Dell / Compaq servers to VM Ware ESXi Windows Server 2008. I received letter of recommendation for work performed at Suntrust. I have lead large migration project which included refreshing up to 1600 desktops and laptops for CareAlliance Roper/St Francis medical facilities. I addition, I have over five years experience working on corporate help desk. I have designed, and implemented service operational manuals for Florida A&M University that outlined basic troubleshooting techniques, customer service techniques, escalation requirements etc… I began my career as a Software Analyst with the United States Army.

Area of Expertise

Operating Systems

• Windows (Vista/XP/2000/98/3.1)
• Unix HPUX

Networking

• VM Ware ESXi
• Cisco Aironet Access Point
• Cisco Linksys WRT110
• VPN / RADIUS
• Network Monitor 3.3
• VOIP, DNS, DHCP Server
• CAT5E/CAT6/Fiber Optic cables
• Cisco Firewalls
• Active Directory
• VoIP
• VLANS

Help Desk Software

• Remedy
• HEAT

ERP

• PeopleSoft Campus Solution
• SAP

Hardware

• Dell Server / Compaq
• HP Laptops
• HP Computers, 3Com Devices, D-Link, Gateway Laptops,
• 7456 Register, NCR 7459 (80XRT), NCR 7167, Microtouch Monitors, P370 Cordless Scan Gun, Signature Capture Pads, and NCR 7158 Register Printers
• Xerox N40, HP 4300, Lexmark T620, and Barcode Blasters

Application

• Microsoft Suite 2003/2007
• Visio 2003
• Adobe Reader 9
• WebSphere
• B2B Applications

Work History

Confidential, (Contract Project)
Remote Server Technician, Sept 2009 to Present

• Migrate legacy Windows 2000/2003 servers to virtual servers using VMware V-Center
• Build server environments within VMware managing five servers virtually per box
• Configure VERITAS backup servers for daily backups
• Participate daily on incident bridge line with NOC and project managers to resolve complex technical issues
• Execute various pearl scripts to complete the data migration
• Troubleshoot and resolve complex network issues remotely using various tools as Remote Assistant and NetOp
• Train less experienced administrators on processes and procedures
• Redesign networking schemes as needed to complete projects according to business needs and scalability including administering a class B network with multiple subnets
• Support network infrastructure in multi-platform environments. Manage Cisco 2811 routers and 3500, 3560 switches, 3COM switches, DHCP, TFTP, and Linux based virtual servers
• Managed and configured Pix firewall
• Point-of-Contact for all remote network concerns for the South East Region

Confidential,Field Technical Services Senior Technician, May 2008 to Aug 2009

• Responsible for the successful execution of managed client services for strategic customers. These services include: Windows Server, IMAC, Break Fix, Desktop Support, Client Facing
• Provided TCP/IP Networking support for clients to establish and confirm client stations attachment to network.
• Responded to technical issues via Microsoft Outlook or ticket tracking system
• Replaced HP and Compaq computers with Dell Laptops and workstations
• Utilized special equipment to make Cat5e cables for PC to PC data transfers.
• Created complex networking diagrams utilizing Visio to implement during deployments that assisted technicians perform data migrations
• Guided Teir-1 techs through OEM standards when replacing computer parts
• Communicated with customer site contacts including: Project Managers, Site Tech Support, CIO’s, etc, exhibiting integrity and confidence during the deployment process.
• Evaluated and identified potential risk and implement resolutions for targeted Client risk
• Performed administrative task while not performing supervisory/ quality assurance/ technical documentation activities

Confidential, (Contract Project)
Help Desk Support, Dec 2007 to May 2008

• 50% help desk support 50 % desktop support resolving more than 20 issues daily
• Logged all calls and detailed work performed via Remedy, keeping track of all unresolved issues for follow-up
• Provided networking support for both web servers and wireless access points for ATT Mobility Centers, and Home Depot Expo stores covering wireless access point connections, Web and Proxy servers, DHCP Servers, DNS. VOIP phone systems, TCP/UDP port access, VPN, POS
• Troubleshoot basic and complex connectivity issues
• Supported the following POS equipment: 7456 Register, NCR 7459 (80XRT), NCR 7167, Microtouch Monitors, P370 Cordless Scan Gun, Signature Capture Pads, and NCR 7158 Register Printers etc…
• Provided telecom support for AVAYA VOIP phone system, and PBX backlines
• Managed user accounts via Active Directory

Confidential, (Contract Project)
Service Desk Lead, Dec 2005 to Nov 2007

• 100% help desk support and Customer Service for all Faculty, Staff, and students
• Utilized HEAT to manage problem cases
• Provided level I support for wireless connectivity, Windows XP, Microsoft suite, DNS. VOIP, TCP/IP, VPN, Blackboard, internet portal security, Outlook email issues, and PeopleSoft Student Administration
• Primary point of contact for all PeopleSoft 8.0 Student Record and portal security issues. Performed simple queries on all PeopleSoft student records modifying data as needed. Troubleshoot geographical records for errors in admission and financial aid information
• Managed user password and account details via Active directory