Summary

• Seasoned Technical Support Specialist with more than 10 years in customer service and technical troubleshooting. I am an energetic specialist with the capacity to quickly learn and synthesize new networking technologies. I have worked multiple roles within IT infrastructures on projects involving enterprise projects, server deployments and decommissions, Information Security, performance testing, hardware installations, windows XP to 7 desktop migrations, POS installs and configurations. I am an exceptionally capable Support Specialist enthusiastically seeking to bring a vast repertoire of both hardware and software knowledge to a challenging position at a growing technical support team.
• Information Security
• Change Management
• Systems Configuration
• LAN/WAN Implementation
• Application/Systems Implementations
• Windows/Linux System Administration
• Remedy
• Stamp
• Technical Proficiencies
• Networking: Router/switch installation and configuration, LAN/WAN technologies, TCP IP topology, DHCP and static IP addressing, Windows 2003/2008 servers, Ubuntu Linux, VoIP, Unix/Linux, Wireless networking, Point of Sale network configuration, Active Directory, MS Exchange Server.
• Software: Windows, MS Office Suite, VERITAS Backup Exec, Symantec Antivirus, VI Editor, BMC Remedy, Microsoft SQL Server, Windows 7/8 Windows 2008 R2, Netware Client, UNIX, PowerShell, VPN, Lotus Notes, Norton Ghost, SCCM, SharePoint, VMware ESX, Office 365, HP ALM/Load Runner, Stamp, Clarity, NeoLoad, SUN Solaris, HP Automation.
• Hardware: HP-UX/AIX Workstations/Servers, Dell Power Edge, HP ProLiant/ IBM Servers, Network Printers, VoIP phone systems, Cisco/Linux systems, Mobile Devices, Enterprise peripherals.

PROFESSIONAL EXPERIENCE

Confidential

Systems Engineer

• Installed, configured, and supported Windows/Linux and MAC systems, application software and peripherals for over 1500 users.
• PowerShell scripts and Active Directory user account integration.
• Applied OS patches and upgrades on a regular basis, and managed a team of deployment technicians.
• Ensured functionality of desktop/laptop systems throughout departments through frequent collaboration with Department Managers and IT administrators at the main hospital and remote campuses.
• Verified and resolved network connectivity and basic scripting issue with newly installed systems.
• Defined and documented technical best practices.
• Worked closely with vendors, users and team members to exceed all client deliverables and deadlines at the completion of the project.

Confidential

Lead Desktop Engineer

• Lead Dell engineer for the U.S. Department of Veterans Affair End of Life Cycle infrastructure refresh project.
• Installed, configured, and provided Tier III support for Windows/Linux and MAC systems, application software and peripherals for over 1500 users.
• Applied OS patches and upgrades on a regular basis, and managed a team of deployment technicians.
• Used PowerShell in conjunction with deployments to best utilize the cmdlets when executing migrations such as mapping drives and printers.
• Ensured functionality of desktop/laptop systems throughout departments through frequent collaboration with Department Managers and IT administrators at the main hospital and remote campuses.
• Verified and resolved network connectivity and basic scripting issue with newly installed systems.
• Defined and documented technical best practices.
• Worked closely with vendors, users and team members to exceed all client deliverables and deadlines at the completion of the project.

Confidential

Performance Testing Engineer

• Created Test plans, designed the test Scenarios, and executed tests for applications presented from the business units.
• Monitored and evaluated test with Development, Application, and other business units that are stakeholders in the projects.
• Load Runner Protocols experience include, Web HTTP/HTML , TCP/IP, IPX/SPX, Web Services, FLEX, Winsock, Citrix, SAP-GUI/Web, .NET, JAVA- RMI, Java Over HTTP.
• Imported CVS files into report
• Programming languages include C, C , Java, PL/SQL.
• Worked with NeoLoad on Android, IOS and other mobile applications and devices.
• Related tools used include HP Load runner, VuGen, HP Analysis, Performance Center, ALM 11, NeoLoad, HTTP/HTML, Citrix, Ajax TruClient, Flex, Web Services, Dynatrace, Site Scope and third party monitoring tools.
• Provided production support to applications that were being executed live in the Production environment.
• Actively participated in planning, coordinating, and analyzing the results from load tests with Project Coordinators, Line of Business, Application Engineers/Developers team and Management to ensure that the application will work as expected in production and that all deliverables were met.

Confidential

Systems Engineer

• Systems Engineer on the Global Messaging and Collaboration team for the trading and investment groups.
• Resolved high priority issues related to Exchange Server 2003/2007/2010 migration with Outlook client.
• Active Directory, Netware Client.
• Worked with Senior Exchange Administrators and Outlook Client Engineers as the designated liaison between the users, clients and internal LOB managers to make sure that the outstanding issues of the messaging environment were resolved by the project end date.
• Verified that OS security patches were up to date on workstations to resolve issues related to the Exchange environments with HP automation tools.
• Designated resource for research and support to senior desktop support engineers.
• Creating local admins and putting them in the admin group with PowerShell.
• Administered and maintained SharePoint site for team members.

Confidential

Server Support Analyst /System Engineer

• Performed various troubleshooting and maintenance operations in Windows/Unix Server environments.
• Monitored system performance and capacity.
• Created reports and documentation for all project related work.
• Team lead for Windows 2003/2008/Novell server Information Security encryption project in collaboration with Vormetric Security engineers.
• TCP/IP/IPX, network troubleshooting, AD, GPO, VMWare.
• Modified base PowerShell scripts for related tasks.
• UNIX administration with Bourne scripting and VI editor for changing permissions and basic troubleshooting.
• Responsible for building servers for retail branches that complied with bank security policies.
• Ensured compatibility issues were resolved on servers.
• Installed and verified critical services such as IIS and SQL Server were running to avoid conflicts with the branches customer databases.
• Maintained the integrity of data migrated from legacy servers to encrypted servers.

Confidential

Sr. Systems Support Analyst

• Worked with Project Manager to gather reports and pre-requisite documents to be administered to the IT team to meet regulatory standards.
• Administration of installation of HP-UX, AIX and Windows systems.
• Created, managed and administered groups and users in Active Directory.
• Managed uptime status, firewall status, hardware and software inventories with PowerShell.
• Managed and created policies for email accounts on Exchange.
• Coordinated with internal teams to ensure all equipment were properly assessed according to regulation included but not limited to HIPPA.
• Created software images using Ghost and MDT MS Deployment kit for the environment and insured all Windows images had appropriate patches applied.
• Adept at developing effective security policies and procedures, project documentation and milestones, and technical/business specifications.
• Performed Installation and configuration of VMware ESX.
• Worked on a team to develop PKI policies and Administered Symantec Endpoint Manager Server and deployed anti-virus client remotely to every workstation in the network.
• Monitored backups with Backup Exec 12.5. Windows 2000/2003 Server technologies.
• Provided MS Office desktop support for VOIP migrations for all corporate and remote users.
• Engaged in installation, testing, operation, troubleshooting, microcomputer networking operations and maintenance of IT hardware and software system

Confidential

Systems Engineer

• Create and execute project work plans and revise as appropriate to meet changing needs and requirements.
• Led technical teams in both small groups and large corporate areas coordinating projects and executing particular initiatives.
• Responsible for oversight of new PC deployments and Server refresh projects.
• Windows/ UNIX servers 2003/2008, HP-UX, AIX .
• Desktop configuration and installation of VMware.
• TCP/IP, NDS, IPX, Netware Client.
• Validate new request, manage PC inventory and monitor shipments, installations and disposal of PC's.
• Participated in the performance of system integration testing of PC/Server operating systems.
• Responsible for design and technical support of infrastructure processes relative to server decommissioning tasks Facilitate system and process migrations and conversions Coordinate and manage the overall day to day operational aspect of the project and scope to ensure compliance by following ITIL best practices Working with service providers to ensure project milestones are completed.
• Worked with Network Engineering to bring local office LAN routers online, by communicating with head end WAN routers located throughout the country using OSPF Open Shortest Path First protocol over Frame relay and MLPPP by trouble shooting T1 connections and LAN connections via Fiber and Cat5e.
• Upgraded server technologies where required to bring everyone up to the same OS platform and consolidated server data onto new or surviving server.
• PowerShell to monitor desktop environments.
• Installation and configuration of cisco routers, switches and peripherals.
• Installation and configuration of VOIP phone systems.
• Ensured data integrity when transferring data between servers and verified all required user accesses were transferred or created.
• Administer and provide backup of critical data during migration of network infrastructure.
• Interact with various business units and IT management to provide status updates.
• Ensure any issues that arise during implementation are properly documented and resolved.
• Travel extensively throughout the Unites States.
• Responsible for managing all aspects of travel to achieve project deliverables.

Confidential

Systems Administrator

• Engaged in technical Support for Windows 95, 98, NT4, 2000, ME, XP,7,8, Server 2003 Netware 5 Image Ghosting of Windows OS Systems, Installation of communication networks, network configuration, troubleshooting Pc software hardware issue, configuration of Lotus Notes, configuration of local network printers
• Acted as liaison between IBM home office and Honda Finance Center.
• Provided remote support for field managers using VPN.
• Installed, administered Lotus Notes.

Confidential

Systems Administrator

• Assisted Team Lead to provide desktop support to 450 users across three sites and 100 remote users across the US during project.
• Upgraded Windows XP and Outlook 2000 to 2003 client of all CIB systems.
• Located machine and host names to verify prerequisites were present for migration.
• Upgraded, activated, configured and migrated BlackBerry users associated with migration from Exchange 5.5 to 2003, BES server upgrade.
• Performed server administration, desktop installations, upgrades, peripheral installs, asset management and move/configuration changes.
• Interacted with clients making sure all needs were addressed and maintained constant communication with BlackBerry group during upgrade process.

Confidential

XP Deployment Migration Technician

• Assistant lead technician of migration and design, installation, configuration, administration team upgrading all Wilmington Trust Banks and remote location PCs to Windows XP. Deployed a total of 2500 PCs.
• Swapped out old systems and completed data migrations.
• Participated in hardware swap outs, memory upgrades, software upgrade, data transfer Outlook email configurations and application verification after migration upgrade.
• Engaged in inventory and asset management.

Confidential

Desktop Engineer

• Updated terminals and deployed PC's at the Hospital of the University of PA.
• Held responsible for OS installation and configuration, virus protection and security management, and backup management.
• Administered Members, Groups, Distribution Lists and Shared Mailboxes using Microsoft Active Directory.
• Performed troubleshooting of software, hardware, network, and communication components as required
• Troubleshooting and resolution of product related issues resulting from installation, software and hardware upgrades,
• Configured NT, Windows 98, 2000 and Novell.
• Supported tickets for employees of the hospital when necessary.