SUMMARY OF

QUALIFICATIONS:

• Over seventeen years experience in the IS/IT field, with responsibilities including Management, LAN/WAN administration, Telecom,
• Technical training, Tech support, Web design, Desktop publishing and Data entry.
• Worked extensively with different operating systems starting with DOS through Windows 7, Lotus Notes, Linux, Outlook, VMWare, Novell, VPN connections, Macintosh System 6.x 9.0. Also familiar with Exchange, Unix, SAP load balancing technologies
• Self motivated, able to set effective priorities to achieve immediate and long-term goals to meet operational deadlines.
• Experienced with Microsoft Office, Sharepoint Services, Microsoft Mail, MS Project, Norton Utilities, Crystal Reports/CMS and others.
• Knowledge of the ISDN, Routing, protocols and technologies, as well basic Firewalls, Switches, Hubs, Clouds and the HTML language.
• Developed interpersonal skills, having dealt with a diversity of professionals, clients, and staff members.
• Received MCP certification, also have certifications in PKI, completed the Linux 033 133 courses as well as receiving training in notes, scientific applications, various versions of Windows, multiple versions of Office, Project Management, lightning and safety management.

WORK EXPERIENCE:

Confidential

Root Cause Analyst Contract

• Conduct facilitated sessions to help determine root cause, produce and submit RCAs for review and approval
• Create metrics to measure and demonstrate Service Design, Service Transition, Service Delivery, Service Operations and Continual Service Improvement value.
• Develop trend analysis from incidents to identify problems and preventative actions to minimize additional incidents.
• Contributor to defining, documenting and communicating the standards for Service Management processes.

Confidential

Desktop Support Engineer Contract

• Responsible for migration to Windows 7 and Microsoft Office 2010 as well as post migration support
• Responsible to recommend and implement permanent solutions to for infrastructure and workstation related issues.
• Maintained desktop/laptop computers images and collaborating with Infrastructure teams.
• Responsible to install, configure, test, maintain, monitor, and troubleshoot end-user environment to meet required desktop service levels.
• Worked with SCCM for remote control deployment and tracking of applications and operating systems.
• Worked with VMware, installing various platforms of operating systems.

Confidential

Principal Consultant

• Responded to phone calls from both home users and small businesses to setup, assist/fix or repair a variety of Computer systems using Microsoft Windows 98 through Windows 7, also including Windows 2k and 2k3 server, from general questions related to software products to complete system rebuilds.
• Trained users in multiple software platforms and programs, including Windows OS, Symantic products, MS Office, Adobe products and internet explorer.
• Setup and troubleshot high speed internet access, also setup and resolved e-mail connection issues with, Outlook, Outlook Express.
• Worked with small businesses to setup multiple computers within LAN environments, also connected small LAN's to the internet using multiple home routers.

Confidential

Jr. System Administrator/Senior Service-desk Analyst Contract

• Responsible to increase local home drive quotas, created global security groups / crossover groups for different OU's and added users to groups within active directory, created linux accounts and changed passwords via internal scripts, added users to groups modified user and group accounts, as well as supporting Sharepoint Client server issues within Active Directory and IIS environment.
• Primary contact for mid level through extremely complex technical lotus notes issues dealing with distribution lists, mail and notes databases, also assisted in dealing with certain linux VMWare issues.
• Worked with Checkpoint encryption software, installing and working with users in an interactive mode to unlock and reset the account access to the hard drive
• Was instrumental in the migration of Windows XP windows 7, as well as involved in the standard operating procedure for developing and maintaining a training plan. Was also responsible for mobility support including blackberries and cell phones.
• One of the primary contacts of escalation with the service desk, also assisting other departments within NITAS to work together to resolve issues and answer questions on a number of scientific applications including Avalon, Isis Suite, Documentum and others.
• Provided excellent service to users calling for assistance with issues, requests and certain training, with all Novartis standard and scientific applications, including MS Office 2002-2007, Outlook, Exchange basic admin issues and monitored WAN system integrity.
• Currently Notes / E-mail liaison, which involves creation / modification of distribution lists, assisting users / owners of databases within notes to correctly assign rights. Also provided suggestions via research on linux windows server issues via the ticketing system
• Worked extensively with SCOM and SMS to Monitor and maintain the system uptime and updates within the applications and operating systems.
• Setup and configured Windows XP Windows 7, via an image as well as via a step by step installation with an active directory environment utilizing SCOM and SMS to join the node to the domain, update applications and confirmed the settings within TCP/ip as well as configuring printers on the print server.

Confidential

Lead Helpdesk Analyst Contract

• Answered calls related to setting up, assist/fix or repair a variety of Computer systems and software within a Microsoft Windows XP or Windows 2k, and Windows 2k3 environments, from general questions related to software products to in-depth software solutions.
• Worked with users to resolve Lotus Notes, MS Office print servers/queues and printer issues, as well as resolving any questions or issues that arose with dial-up, VRAS, VPN, Proxy settings, DNS, IP, as well as other routing protocols or connectivity issues, also was point of contact for supporting blackberry systems.
• Responded to phone calls from work at home, and internal users creating ticket related cased within a Clarify call tracking system.
• Mentored and assisted junior technicians to resolve or escalate calls according to the SLA agreement
• Monitored web servers and responsible for creating and escalating tickets to 3rd level to resolve hardware/software issues on a variety of servers including IIS, Unix, Windows 2k3 and SAP.
• Responsible for basic to mid level administration support, such as unlocking domain accounts, resetting passwords for domains, assisting user with setting up access rights with active directory, web based applications, such as SAP, Kronos, and TEDS.

Confidential

Principal Consultant part-time

• Responded to phone calls from both home users and small businesses to setup, assist/fix or repair a variety of Computer systems using Microsoft Windows 98 through Windows 2k, from general questions related to software products to complete system rebuilds.
• Trained users in multiple software platforms and programs, including Windows OS, Symantic products, MS Office, Adobe products and internet explorer.
• Setup and troubleshot dialup, remote access, and some small networks to connect to the internet and resolve e-mail connection issues with Eudora, Outlook, Outlook Express and Netscape.
• Worked with small businesses to setup multiple computers in a LAN environment, also connected small LAN's to the internet using Tribe, Linksys, and D-Link routers.

Confidential

Telecom System Analyst Contract

• Involved with varying stages, levels of Telecom project management to design, develop and modify vectors and ACD call groups and
• Agent ID's within the Avaya PBX switch as well as the CMS CenterVu environment.
• Worked with the Octel voice messaging system with a variety of responsibilities including adding/removing/modifying mailboxes and system distribution lists as well as voice messaging tracking, and assisting customers with the Octel voice messing system.
• Responsible for multiple operations within the Definity G3 system including call vectoring/routing ACD call center setup and modification. Also responsible for adding/changing/removing phone stations as well as assisting and resolving work at home customers.
• Maintained a presence on the telecom ACD helpdesk call-center to create tickets within the Peregrine database system which would be assigned to various personal.

Confidential

Enterprise Services Specialist

• Worked with users to resolve issues such as network and printer connectivity, configuration, and installation.
• Configured different computers to work within a DHCP network using protocols such as TCP/IP and WINS within different environments such as Windows 98, Windows NT and Windows 2000 as well as troubleshooting VPN, remote connections.
• Troubleshot a large variety of software and hardware platforms to resolve any erroneous results.
• Monitor helpdesk queue to determine if any tickets could be resolved, also implemented software upgrades on users workstations.
• Assisted in the installation and configuration of user e-mail with programs such as Microsoft Outlook and Exchange.

Confidential

Lead Field Services Technician

• Perform Novell and Windows NT System Administration and Maintenance tasks on an 11-file server, 2000-user network.
• Implemented software upgrades and patches on users workstations, also Administered print queues and print servers Netport .
• I also participated in several technical projects from inception to completion.
• Working with users to resolve issues such as network and printer connectivity, configuration, and installation.
• Responsible for internal wiring, programming Lucent Definity G3R phone systems as well as Intuity audix voice mail systems.
• Utilizing the SAT terminal on the Lucent ECS switch or terranova was responsible for adding, removing and changing phone terminals.
• Worked with teleco vendors to order DNIS numbers that were used to order 800 numbers in which I setup different hunt groups, VDN, and vector numbers, also performed installation and changes of internal ACD groups.
• Monitored the ECS system for any alarms, when an alarm occurred determined the circuit ID and worked with the LEC vendors to resolve the alarm. Also assisted in monitoring and printing of certain BCMS reports from different ACD groups.
• Worked to resolve network connectivity issues within a LAN/WAN environment that consisted of Ethernet, Frame Relay and
• Token Ring, protocols and topologies. With equipment such as line testers, network probes, and packet sniffers on devices such as
• Cisco routers/switches, MUX's, IBM 3270 machines, SNA gateways and Racal CSU/DSU modems.
• Worked with a remote NOC in resolving certain problems/issues with Unix servers, such as losing connectivity with the remote server.

Confidential

LAN/WAN Support Engineer

• Providing support to end customers over On-Line services, phone and fax. Troubleshooting Localtalk and Ethernet Networks, using Appletalk,, TCP/IP protocols on computers equipped with MAC OS 7.0 through 8.0, Windows 95, as well as Windows NT using Bridges and Routers for Internet connections also familiar with the IP v4 netmask and addressing scheme.
• Understanding of network test equipment such as network analyzers and packet sniffers
• Involved with QA testing of ISDN BRI modems on both the hardware and software products within different environments.
• Worked with a remote System Administrators in the setup of Zoom Business products, mini routers, switches, clouds, etc. Also resolved certain connectivity issues that pertained to Unix systems and said Business products.

Support Engineering Manager promoted

• Oversaw the operation of technical services, including assisting in scheduling and final end user support, monitoring incoming calls and overseeing the overall performance of the technical support department.
• Established an in-house training facility providing technical career development and office systems software training.
• Worked with the sales and hardware/software engineering departments toward satisfying the customers needs as well as technical documentation of the different supported products. Also was involved with certain products/projects from inception to completion
• Created or aided in the design of several web pages working with the MIS department.
• Designed and excel spreadsheet documenting call averages, total time per call and total time unavailable which resulted in increased productivity throughout the telecom department.
• Instrumental in the resolution of issues pertaining to the setup and configuration of computer devices that could not be resolved by technical services.

MIS Network Administrator

• Maintained and assisted in the administration of a Windows NT Network using 386 to Pentium computers performing hardware/software upgrades, and system setup as well as troubleshooting system and network problems.
• Using both Windows NT 3.5.1 and Windows 95 server tools, set up, changed and removed users, and their access rights within an Ethernet network. Also used event viewer and performance monitor to find and troubleshoot network problems.
• Installed and setup different versions of Windows either from disk or across a network using automated scripts.
• Assisted in the installation and configuration of user e-mail with programs such as Microsoft Mail and Eudora
• Installed SynOptics, TRENDnet and Cisco hubs, Tribe routers and used 10 Base-T cabling to setup a company wide network as well as using a Fluke CableMeter to test the integrity of different cabling.
• Configured different protocols such as IPX/SPX, TCP/IP, SLIP, PPP, DLC and X25 within different environments such as Novell, Windows 3.11, Windows 95 and Windows NT.