OBJECTIVE
Seeking opportunity to contribute in an organization that offers long term career growth. I have various skill sets that allow me to excel and self motivate in the industry.

EDUCATION

• Xerox Management Development Program, Leesburg, VA. May 2007
• A+ Certification October 2003
• Net+ Certification February 2006
• Crystal Reports Design for Developers HPTraining Centers July 2003
• Workstations and Laptop Warranty Repair Certified May 2003
• Dell Workstation and Laptop Warranty Repair Certified May 2005
• SQL 2000 Administration HP Training Centers July 2004
• Lean Six Sigma Yellow Belt Xerox Jan 2004
• Lean Six Sigma Green Belt Training Xerox August 2006

TECHNOLOGIES

Microsoft Windows 200, XP, Vista, 2000 Server, 2003 Server, Outlook, Hyena, Visionapp, IPSentry, Hummingbird, Citrix MetaFrame, Lotus Notes, Sysprep, BartPE, WinPE, VERITAS Netbackup, Director, Visual Basic 2005, Crystal Reports, SQL 2000, SQL 2005, Auto IT, RSA, WSUS, McAfee EPO, Active Directory 2000-2003, Microsoft Virtual PC, Bit Defender, AVG Virus scan, WSUS, Hyperion ESSbase,Hyperion Pillar, Acorde, PGP Encryption, Oracle ADI, Asset Insight, MS Office Suites, Power Quest, CA Doc View, BTB Viewer, HP Enterprise Discovery, GetPaid, Symantec Ghost, GoToMyPC, PC Anywhere, RightFax Enterprise, Visio, Terminal Services, WINS, DNS, LAN, WAN, DHCP, Checkpoint, Cisco VPN, Fiberlink, UltraVNC, Crystal Reports, Patchlink, Pointsec, xSeries, Intellistations, /Lenovo ThinkPad’s, Netvista, Dell D.x Series Laptops, Dell Optiplex, HP Jetdirect, Printers, Scanners, SCSI, SAS, DLink routers, Linksys Routers, ,UltraSCSI Hot Swap Hard disks, RAID configurations, USR Modems, Brooktrout, Odyssey Network Access Client, DSX 8300 Blade Center, DB2 Connect Enterprise/Unlimted v7.x-v9.x, HP ILO, CMDB

EXPERIENCE

System Admin Confidential, October 2010 to March 2012

• Support of Enterprise North American servers (over 14,000).
• Wintel Level 3 support of Windows server environment. On call bridge support from 7:30 EST to 10:30 EST.
• Break fix of O/S and connectivity issues. Average daily ticket counts of 20-30.
• User data profile moves after business hours.
• RCA Support of high and critical tickets. Examples: Drive failures, hardware failures, service outage.
• Firmware upgrades MWIE Print servers, HP ILO.

System Admin DB2 Focal / RCA Coordinator / Decommission - Confidential, September 2008 to October 2010

• Support of Enterprise North American servers (over 40,000), support ranged from RCA / DB2 / Decommission and O/S.
• Provided 24x7x365 service on DB2 Applications worldwide. Support range was from break/fix to tuning of DB2.
• Decommission support for American Express. Average monthly decommission of servers ranging from 100-150.
• Managed and coordinate international decommission of owned assets outside of US for proper disposal and SOX compliance.
• Weekly domain ID maintenance of legacy accounts.
• Provided monthly reports in focus of Decommissions / Targets / SLA’s.
• RCA Focal for team reporting on any missed SLA’s, utilizing lean practices
• Provided weekly metrics on RCA’s.

Server Support Technician May 2008 to September 2008

• Support of Enterprise North American servers (over 300), users, (over 4000), support ranged from O/S uptime, server hardware break fix and consultation Tier 3 escalations.
• Provided 24x7x365 service on software and hardware for Equifax Enterprise servers and applications.
• Server consolidation of remote servers to central data center
• Lead Righfax Server and application migration from NT domain to AD 2003 domain for 2000 users.
• Utilized McAfee ePO products (HIPS, Virus Scan, Anti Spyware) to manage and contain security intrusions
• Utilized WSUS and Patchlink to create and deploy software updates
• Monthly reporting on data utilization and infrastructure file servers
• Monitored and managed backups, restores utilizing VERITAS Netbackup
• DHCP administration using MS DHCP manager
• DNS administration using MS DNS manager
• User administration of ACL’s permissions, printers, utilizing Hyena and RAS
• Server monitoring and maintenance utilizing Director and IPSentry
• Lead in post sales implementation of server builds for xSeries Servers
• Tier 3 Support escalation for US, Offshore application support, connectivity support
• Administer Blade Center applications
• Quota management utilizing MS File Server Resource Manager
• Administered RSA remote access tokens for VPN access.
• Updated technical documentation to servers and processes

Confidential, May 2007 to January 2008
IT Operations Manager End User PC Support

Key accomplishments:

• Managed corporate restack of 2 metro offices’ consisting of 700 employee’s.
• Technology refresh of SFA (Sales Force Automation) remote users
• Successful rollout of Pointsec encryption to over 1200 North America remote users.
• Successful rollout of Odyssey Network Access Client to Enterprise North America and Offshore workstations/laptops
• Cisco VPN client upgrades to Enterprise North America

Confidential, February 2006 to May 2007
IT Operations Manager Helpdesk Support

Key accomplishments:

• Raised Call Resolution rate from 67% to 85%
• Increase Gross Margin from 25% to 38%
• Improve Customer Satisfaction scores from 4.2 to 4.6 (out of 5)
• Developed and documented talk tracks for Tier 1 Support for quicker resolution time.
• Designed and developed value added reports to customer. The reporting time was reduced from 3 business days to 5 business hours utilizing Crystal Reports.
• During the RFP Period there was a lot of turnover. Successfully maintained the metrics above SLA requirements.
• Within a 1 month period three new environmental changes were introduced, Offshore outsourcing, Cisco VPN, RSA Key Fobs. The end user impact was greatly hit with these changes; the Helpdesk team was still able to maintain SLA’s. Volume jumped from 2700 calls per month to 4000 calls per month.

Confidential, June 2004 to February 2006
Account Team Lead

Key projects:

• Lead Enterprise project for Asset Manage or Equifax assets using Asset Insight.
• Lead Enterprise project for Lotus Notes Client upgrade from R5 to 6.5 in North America.
• Privista Company was bought out by Equifax. 6 day project that included, Asset Inventory (3,000 devices), technology refresh to standard image, mail migration from Outlook to Notes, network readdressing from old to new.
• BeNow - Project included user profile migration, domain share migration, server migration from old domain to new domain, technology refresh of mail clients and additional proprietary applications on revenue generating side.
• Mahwah office relocation and technology refresh. Office relocation (30 employees) that required work station refresh, assistance in server migration from one domain to new domain, cabling, and data backup.

Confidential,September 2000 to June 2004
Desktop Support Tech

• Image Creation for Netvista, ThinkPad’s utilizing BartPE, Sysprep
• Consultant for enterprise technology working with Equifax Office Automation team. Routinely the challenges pertained to deployment method, QA, technology review.
• Q/A tested MS Patches
• Primary support for HP, Lexmark printers, this included hardware break/fix and software break fix.