Respected Computer Support Professional

Extensive knowledge of: Microsoft Office Applications, Microsoft Outlook Exchange, Microsoft Lync, Microsoft Windows 7, Vista, XP, ,Server 2008R2,Sequel 2005, Sequel 2008, Active Directory, Experience installing Linux Operating Systems Working Knowledge of Oracle Technologies such as Seibel and PeopleSoft. Diagnosis and troubleshooting experience Computer hardware maintenance repair and setup Experience with executing various deployment packages such as Wise packages, Windows Installer Packages, SCCM KACE MS System Center 2012 Symantec Ghost AirWatch Good Sophos Mobile Control.

Professional Experience

Confidential

Sr. Windows Administrator

• A part of leadership team that assists lower level Administrators with OS configuration, Virtual and Clustering issues.
• Reviews server configuration, verifies that all physical and virtual servers have proper volume configuration, IP range, VLAN, Subnet, and DNS Hostnames before any server is released to be built by the Windows Admin team.
• Installs and configures Windows Server 2k and assign's Server Roles.
• Runs Remediation on Physical and Virtual Servers to ensure OS installs are successful.
• Schedules and installs patches on Microsoft OS Servers. WSUS
• Creates Virtual machines via Vmware /Vsphere and troubleshoots OS install and configuration issues.
• Configures Microsoft and VERITAS Clusters.
• Collaborates with Senior Project Managers to ensure that all goals from the Windows Administrator team are met on a daily basis.

Confidential

Systems Analyst II/ Mobile Device Administrator

• Mobile Device Administrator for the entire 3500 associate agency.
• I issue iPhones/iPads, Andriods/ Toughpads, Windows phones/Tablets, Blackberries to agency staff.
• Responds to technical issues via Remedy tickets, phone/voicemail, email, remotely, or locally fixing the issue walk-ups .
• I manage the MDM console Sophos and the Virtual Machine it resides on as well as our BES server.
• I compose training documents for associates and host training sessions when I have massive iPad/tablet deployments throughout the State.
• I unlock AD accounts when users have locked themselves out of Windows.
• I manage and enroll every user on to our MDM console and monitors and works with associates to correct all device compliance issues.
• I troubleshoot all mobile device connectivity issues within MS Exchange, Sophos MDM and our BES.

Confidential

Information Technology Services Field Technician

• Level 2 IT Technician responsible for configuring, inventorying, deploying and maintaining all computer and telecom equipment including wireless devices such as black berries, iPhones, iPads, and WiFi hot spot devices for two healthcare plans within my company.
• Responds to technical issues associates have submitted tickets about via phone, email remoting into associate's systems or locally fixing the issue.
• I troubleshoot hardware and software applications such as Microsoft Office applications, Exchange, SQL and other proprietary software.
• Maintains and manages two server rooms which consist of installing servers, NetApp storage devices, patch paneling, routers and switches.
• Troubleshoots Network connectivity issues.
• Transitioned from Altirus to SCCM and built software deployment packages and collections, deployed operating systems, applications and software updates via Microsoft SCCM.
• I manage and create end user accounts and work stations via the NetIQ DRA Web Console.
• Responsible for maintaining and updating inventory across the Domain via Lansweeper.
• Responsible for managing MDM and adding associates to the Airwatch, Mobile Iron and Good security groups as well as getting them added to Active Sync security group in order to receive emails on personal and company issues wireless devices. I also retire old wireless devices within both applications as well.
• Responsible for adding all associates with laptops to the company VPN power user's security group and configuring the Citrix Access Gateway VPN software on their machines.
• Responsible for maintaining and troubleshooting issues with Viacom/Polycom Video Conferencing Equipment, ceiling projectors and Smart boards in two health care plans.
• I support and troubleshoot issues with the Avaya VOIP phones from IP PBX system to the 66 wall blocks located in both of the server rooms I manage.
• Maintains wireless access points and routers for two healthcare plans.
• Manages remote desktop users and access via Desktop Director.
• Troubleshoots Citrix Published Desktop issues for telecommuters.
• I host training sessions and create easy visual how to guides for associates on how to use the conference room equipment, submitting tickets and basic troubleshooting steps for fixing minor computer or telecom issues in the event of my absence.
• I was a part of the Microsoft Lync company wide deployment push project.

Confidential

Senior Enterprise Technical Support Analyst

• Level 2 analyst responsible for providing technical support to customers on operation or maintenance of Dell server products. Assist phone customers by diagnosing problems and providing resolutions for technical and service issues.
• Troubleshoot technical issues with Dell servers hardware and software in order to resolve customer issues
• Interact with L1 technicians, Technical Account Managers, AES Server management, DSN, Service Vendors, Logistics Complexity
• I work on highly complex customer technical issues requiring sound judgment in order to resolve problems and provide recommendations.
• I remote into customer Servers to resolve software issues as well as hardware issues.
• I analyze System, Storage and Application Logs to pin point exact time and date failures within the server.
• I set up dispatches for onsite technicians to go out and replace hardware once I have diagnosed the issue with instruction in the technician's field notes on what exactly to do for the break fix.

Confidential

Novell/Microsoft PC Field Engineer

• Supervises pc deployment projects in the territory I am assigned to support and insures that deployments start and finish by targeted dates.
• Travels from site to site Installing and configuring HP and Dell desktops, LCD monitors and laptops with docking stations to the customer's specifications.
• Works with Novell Client and adds users to specific domains.
• Configures users Microsoft Outlook accounts on new PC systems.
• Maps out appropriate Printers and Network Drives to end users linked to their specific locations.
• Installs Wireless Air cards and installed VPN software on user's laptops for the purpose of working from home.
• Installs end user company software and encryption software to the specifications of the customer.
• Transfers end users files from old company computers to the new computers supplied by my company to the customer.
• Performs DOD hard drive wiping on Systems that will no longer be used and returned back to the previous vendor.
• As a field engineer I respond to trouble tickets in the San Antonio and surrounding areas that come in on a Monday through Friday basis concerning All hardware issues associated with the computer equipment and accessories supplied by my company.
• Troubleshoots, diagnoses and repairs Desktops, Laptops, LCD's and their respective peripherals as trouble tickets for the region I am responsible for comes in while adhering to my companies SLA agreement.

Confidential

Help Desk Specialist

• Performs password reset and unlocking procedures for all Citi employees that utilize mainframe applications, multiple Citi domains, web based applications, desktop client applications, as well as bank branch terminal log in passwords that use fingerprints to log into the systems. I also unlock active directory, access server and oracle accounts.
• Troubleshoot issues Citi employees have with Thin and Thick Client Terminals that have Citrix accounts and creates tickets when the issue is hard ware related.
• Troubleshoot for Citi employees that have Blackberry access issues. Also for Citi employees that work from home that has remote access.
• Troubleshoot Application error codes and access related issues.
• Experienced in Virtual Tech, Remedy, and OVSC ticketing systems.

Confidential

Technical Support Technician

• Rapidly attained familiarity with all BOXX high end workstations which are used extensively for 3D CAD, Animation, Game Development, Digital Video Film and HD applications to efficiently resolve customer issues 1st contact point for all customer support requests . Repaired the Boxx High end laptops, Workstations, Servers and Render node Computers. Also prepared shipping information to have unit shipped back to their owners.
• Provided technical support to Boxx customers via phone and email and decided whether the system would need to come in to the company for repair, I also did follow ups to check on the status of customers systems after they have been troubleshot or repaired. Connected remotely to customers systems to determine issues and solve issue remotely
• Installed cutting edge System Boards, Hard Drives, Graphics cards, Blue Ray Drives, Memory, PCI cards, Floppy and CD/DVD ROM drives, Wireless/ LAN Cards. Installed Operating Systems on System Hard Drives using Symantec ghost software. Troubleshooted and installed Raided volumes on computers. Created bootable flash drives as needed for customers.
• Issued advanced replacement parts for customers as needed. Created and kept track of a spreadsheet of system memory that needed to go back to vendors for RMA credit.
• Worked in engineering and validation departments as needed as well as communicated with both departments in regards to solutions to product issues.