OVERVIEW

• I am a result driven, detailed oriented Incident Resolution Specialist with 17 years' experience in Information Technology, including 6 years in the administration of local area networks, with a strong emphasis on systems analyzing and repair, and over 10 years in field service supporting small, medium and large company networks and equipment.
• Demonstrated capacity to identify root causes and direct users to lasting resolutions, adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety of common operation systems, applications and hardware with a proven ability to master new tools and technologies quickly.
• I have many years of experience running service calls, warranty calls, field upgrade programs, etc. Performing installations as required, Performing preventive and corrective maintenance , including: disassembling, replacing, or repairing defective parts rewiring or reassembling as required troubleshooting, overhaul, or refurbish, adjusting/calibrating, and certifying equipment ready for use.
• I have an exceptional record of accomplishments in a demanding, deadline-oriented and customer sensitive industry offering exceptional problem-solving, communication, analytical, organizational and team building skills for resolving reliability, performance and system management issues.
• Strengths in working with and driving cross-functional teams with technical and non-technical members. I consistently see the big picture, analytical, thorough and detail-oriented. A solid team player who specializes in supporting end users, hardware, and network connectivity issues. In addition I have experience in documentation, working with vendors, responding to routine customer and sales questions regarding equipment operation and performance. Ensure customer satisfaction through pro-active communication and commitment to resolving customer issues/problems.
• In my career I have always been a solid producer, and team player. My enclosed resume outlines my accomplishments in greater detail. I welcome the opportunity to discuss with you how I might best assist in filling your IT department's needs.

HIGHLIGHTS OF QUALIFICATIONS

• IT Project Management
• Operation System Migration Specialist.
• Results Driven
• Problem Resolution/Incident Resolution
• LAN / Desktop Support/Escalations
• Equipment Deployment Desktop/Laptop/Printer
• Detail Oriented
• Strategic Planning
• Excellent Communication Skills
• Team Player and Leader/Detail Oriented
• Strong Analyzing Skills
• Proven track record of increasing sales and service achievements.
• Excellent Customer Service and Security back ground.
• Excellent organizational, communication, management, and relationship building ability, extremely self-motivated to achieve desired goals and objectives.

WORK HISTORY

Confidential

• Support various End Users and Customers at various location
• Problem determination and remedy of MS WIN operating systems errors. Initial installation and re-loads of common PC applications and base images.
• Desktop and laptop installation, discontinuance, relocation, upgrade and modification, etc.
• Break/fix support

Confidential

• Install Support Servers for Dunkin Donuts Project in the State of Maine.
• Other Projects as contracted to complete.

Confidential

• Support various End Users and Customers at various location
• Problem determination and remedy of MS WIN operating systems errors. Initial installation and re-loads of common PC applications and base images.
• Desktop and laptop installation, discontinuance, relocation, upgrade and modification, etc.
• Break/fix support.

Confidential

• On-site problem determination and remedy of MS WIN operating systems errors. Initial installation and re-loads of common PC applications and base images.
• Desktop and laptop installation, discontinuance, relocation, upgrade and modification, etc.
• Break/fix support.
• IMAC, data transfer, pc refresh. Set priorities of Tickets via its SLA designation, Microsoft System Center 2012 deployment

Confidential

• On-site problem determination and remedy of MS WIN operating systems errors. Initial installation and re-loads of common PC applications and base images.
• Desktop and laptop installation, discontinuance, relocation, upgrade and modification, etc.
• Break/fix support.
• IMAC, data transfer, pc refresh. Set priorities of Tickets via its SLA designation.

Confidential

• On-site problem determination and remedy of MS WIN operating systems errors. Initial installation and re-loads of common PC applications and base images.
• Desktop and laptop installation, discontinuance, relocation, upgrade and modification, etc.
• Break/fix support.
• IMAC, data transfer, pc refresh. Set priorities of Tickets via its SLA designation.

Confidential

• Troubleshooting, maintenance, repair, and recovery of failed IT hardware in live retail and office environments: Completion of ad hoc IT and project-based IT hardware installations as needed.
• Staging and integration services of IT hardware as needed, Edit all aspects of trouble tickets assigned to the work zone.
• This includes providing comprehensive notes, resolution information, equipment information, closure detail and providing trouble ticket billing information as needed.
• Order parts for all completed tickets with accuracy and timeliness
• Maintain spare and parts inventory in van for multiple customer environment and maintain constant adherence to Inventory Control practices and standards.

Confidential

On Call Deployment Technician

Completing deployments of Large Multifunction Lexmark Printers as a representative of Siemens USA. Provide end-user training session s on new equipment at the end of each installation.

Customers serviced:

• The Hartford Insurance Group: 10/4/10-10/6/10 Lead a team of six technicians to install, network and test twenty-eight Lexmark printers including the following models: X466de, X656dte, T654dtn, T656dne , C736dtn, X738dte, X864e Hi Cap Feeder, Lexmark X945e w/ finisher printers and accessories as well as train the end-users on the equipment I installed.
• Fresenius Medical Care North America: On Going In the process of rolling out and installing X65x series printers to their Indiana locations Indianapolis, Noblesville, Columbus, Greenfield and Seymour locations completed to date
• Federal Aviation Administration: On Going Installed Lexmark X854 series printers at the Indianapolis Control Tower and Main Administration building.
• Sears: Installed Lexmark X65x Series Printers at their Indianapolis area locations.
• Price Waterhouse Cooper: 1/18/10-1/22/10 Lead a team of four technicians to install, network and test four Lexmark X466de, three Lexmark X656dte, two Lexmark X864e Hi Cap Feeder and one Lexmark X945e w/ finisher printers and accessories as well as train the end-users on the equipment I installed.

Confidential

Senior Lead Enterprise Incident Resolution Technician

• Windows 2000 OU administrator for their Manufacturing Environment, created custom deployment KIOSK images for Windows NT, Windows 2000 and Windows XP.
• I Repaired desktops, laptops and printers on an expedited SLA due to criticality for production and developed a process to keep downtime to less than four hours time by keeping spare deployable units on hand that parts could be used from for repairs while warranty parts were being awaited on.
• Headed their Windows 2000 Migration from Windows95/Windows NT working with EDS Electronic Data Systems Corp. for the Indiana Operations, being in charge of verifying profiles, migration times/schedules and post migration follow-up for 1000 end-users.
• Migrated 200 of their Manufacturing Desktops/Laptops to Windows XP in an expedited project during a two week summer shut down.
• Was in charge of Asset Management of all Desktops, Laptops and Printers in their Manufacturing space, keeping track of locations, assignments, lease schedules and non-warranty repair buy-outs.
• Was a member of Allison Transmission's Computer Security Response Team, created and presented monthly metrics reports to senior Allison Transmission management, member of Allison Transmission's Change Management Team, and wrote process documentation.

Confidential

• March I was selected as CompTIA subject matter expert for the CompTIA A 2006 EDITION. I attended a two one week workshops to update the CompTIA A exam design.
• April I was asked back as CompTIA subject matter expert for the CompTIA A 2006 EDITION. I attended a one week workshop to write and review test questions for the new CompTIA A exam.