Technical Experience

Fourteen years of information technology experience with extensive virtual machine, hardware, software installation, and maintenance. Excellent communication and people skills established through employee interaction in customer service and problem resolution. A deep felt desire to serve the customer, resolve problems and provide a complete IT support solution. A self-starter that is well organized and capable of multitasking with numerous responsibilities while meeting required deadlines and possesses working knowledge of client server network fundamentals.

High level of expertise in:

• Troubleshooting hardware, software, virtual machine, and operating system issues
• Branded and non-branded PCs, laser printers, laptops, tablets, smart phones, and peripherals
• Hardware repairs/upgrades such as video cards, motherboards, RAM, and hard drives
• Providing user support by means of remote access tools
• Ticket resolution and responding to all inquiries in a timely manner
• Translating technical language to easy-to-understand terms
• Server/workstation builds, both software and hardware based

Technological Inventory:

• Operating Systems: Microsoft Windows All versions including XP/7/8 Mac OS iOS, Android, Blackberry mobile devices internet/intranet based ticketing systems Serena Business Manager/TeamTrack, HEAT
• Remote Administration: Symantec Management Console/Altiris Notification, RealVNC, TeamViewer, RDC
• VMware: vSphere Client 5.1 Horizon View Administrator 5.2, VMware 4.11
• Security Technologies: Barracuda Network Products Symantec Corporate Anti-Virus MacAfee VirusScan Enterprise Avira AV Sophos AV Malwarebytes Anti-malware
• Networking: LANs, WANs, VPNs, Wireless, Routers, Firewalls, TCP/IP
• Software: MS Office 1997 2010, O365 MS Communicator MS Exchange 2000 2010 Active Directory Adobe CS 6 Axess 4.1, Veritas/Symantec Backup Exec, Ghost iBackup Acronis True Image SnagIt 10, Windows Deployment Services, various others
• Creative Software: KPT Sony Products Vegas Video, Sound Forge, DVD Architect, Acid Ableton Live Native Instruments Suite Steinberg Cubase VST and Recycle, CD and DVD burning software

Professional Experience

Confidential

Desktop Support Administrative Services

Contract Desktop Support Technician for:

• Local desktop support administrator for 1200 users in 30 locations
• Installation, testing and configuration of all hardware/software
• Relocation of data equipment and telecommunication lines including hardware, printers and related equipment
• Participates in the planning, implementation and installation of new desktop computers and peripherals
• Confers with information services staff in the evaluation, selection, acquisition and implementation of computer hardware and/or software solutions
• Troubleshoots equipment problems to ensure functional operation performs minor repairs
• Opens and actively tracks technical incidents to meet team's SLA obligations
• Coordinates major equipment repairs locates vendors and ships parts as needed
• Performs system administration functions including monitoring users, modifying user profiles, resetting passwords and file maintenance
• Coordinates and conducts user training, education and problem-solving sessions counsels users regarding
• system functionality and develops documentation for user problems including system and user manuals

Confidential

Desktop Support Tier II

Contract Desktop Support Technician for:

• Systems Administration and Backup with MS Windows Server 2003/2008, MS Exchange 2010, and Symantec Backup Exec
• Local and remote desktop administrator for 400 users in 12 locations utilizing Symantec Management Console/Altiris Notification Server, VMware Software, RealVNC, RDC, and TeamViewer
• also on-call 24/7 for any problems or issues after hours
• New employee orientation and training on all policies and procedures
• Virtual machine creation, implementation, and remote administration using VMware Software
• Writing IT technical procedure documents, and problem and change management ticketing system
• Complete Windows builds including VM and laptop/desktop utilizing VM software and WDS
• Smart phone and tablet administration on Mac iOS and Android based systems
• Print server administration for Canon, HP and Zebra printers

Confidential

Field Technician

Contract based field technician for:

• Repairs, installations, upgrades and administration for all computers, wireless, networks, peripherals, and software, for small business, residential offices, and home users
• Remote small business computer support and managed it services including remote network support, desktop and security monitoring, patch management and remote data back-up, as well as technical assistance

Confidential

Field Technician Computer Consultation

Windows and Macintosh computer hardware and software repairs, installations, upgrades, updates and troubleshooting including:

• Software/application installation, hardware installation, virus/spy-ware/malware removal, anti-spyware/ anti-virus software installation, operating system installation and upgrades, operating system restores and data recoveries
• Memory installation/upgrades, failed hard drive replacements, laptop and workstation overheating issues, motherboard repair/replacements, dusting and cleaning internal hardware
• Custom new computer builds, home/business network and wireless setup, computer tune-ups, tutoring on-site or remotely and new hardware/software/network consultations

Confidential

Systems Administrator

• Provided office services by implementing administrative systems, procedures, policies, and monitoring computer and office systems
• Network administrator utilizing the following: Active Directory, Symantec Backup Exec, Corporate
• Anti-virus, ACT , Barracuda Spam Virus Firewall, Microsoft Exchange, NT/2000/2003/2008 Server
• Maintenance/setup/troubleshooting of 10 servers, 60 workstations, printers, telecommunications, and other office equipment. also on-call 24/7 for any problems or issues after hours
• Desktop, network, and telecommunications support for a user base of 50 in-house employees and 10 remote employees
• New employee orientation and training on all policies and procedures
• Writing IT technical procedure documents, preparing and maintaining various daily logs e.g. daily backup, user problems, software bugs, etc.
• Complete Windows and Mac OS system builds both hardware and software based

Confidential

Video Editor/Presenter

• Video recording, sound recording, temporary voice-overs
• Video editing, archival video and photo restoration.
• Video composite, graphic creation and photo re-touching
• Video and DVD creation and rendering for web and DVD media
• AV staff and presenter of corporate videos and presentations at large corporate events