PROFESSIONAL SUMMARY

A solution-focused, IT Systems Analyst with a broad-based software and hardware experience supporting a highly diverse corporate environment. Proven ability to analyze complex problems and develop effective solutions to improve productivity and reduce cost. Expertise in providing quality client support to over 10,000 global and local end users and over 15,000 computer systems. A team player with the ability to adapt to the constantly changing IT environment.

TECHNICAL SKILLS INFORMATION TECHNOLOGY

PROFESSIONAL EXPERIENCE

Confidential

Desktop Engineer

• Under minimum supervision, perform 3rd level desktop administration, maintain desktop systems, supports and maintains third party software packages. Assist several thousand users experiencing varied issues.
• Provides 3rd level support for all client computing devices, applications, and services to facilitate effective and timely problem resolution.
• Works in conjunction with Enterprise Support partners to identify persistent client device and application issues. Develops solutions to proactively address issues to enhance user productivity, reduce call volumes and total cost of ownership.
• Participates in environment monitoring to ensure compliance with licensing, security, and configuration requirements.
• Designs and implements recommended and approved environment modifications to systems and services to ensure effective resource utilization, performance, security, and cost effectiveness.
• Lead and direct hardware and software evaluation. Develop related evaluation standards and processes. Recommends and implements approved process improvements and modifications to streamline processes and enhance standards compliance.
• Acts as project lead for various enterprise, business unit, or departmental projects and initiatives to facilitate successful implementation of desktop related activities.
• Develop, test, and manage software deployment packages using Wise Package Studio or Microsoft System Center Configuration Manager. Recommend to management, and implements approved, process and systems improvements and modifications that improve installation success ratios, reduce deployment preparation times, and minimize support incidents.
• Develop, test, and manage hardware, software, and policy implementation processes. Makes recommendations to program teams and management, and implements approved, process improvements and modifications that enable user productivity, system stability and security, and reduce overall costs of ownership.
• Continue skills development and investigation of new technologies to further enhance effectiveness of the individual, team, and organization in accomplishment of stated goals.

Confidential

Consultant

• Debug and remedy upgrade issues related to a recent Lotus Notes 6.5 to Lotus Notes 8.5 conversion at Eastman Kodak Co.
• Assist several thousand users experiencing with varied issues.
• Discuss user issues, run some diagnostics with them, perhaps remote onto their computers to do more work.
• Do remote installs for user in different regions of the world.
• Kept data on SharePoint for future data reports.

Confidential

Consultant

• Contracted by IBM to help coordinate the new deployment at Johnson and Johnson for their W2K migration to WXP.
• Perform PC Deployment and also standard IMAC Desk side support duties Installs/Adds/Moves/Changes .
• Migrating users from Microsoft Windows 2000 to Windows XP Vista.
• Follow technical operational procedures Communicate technical information to a diverse audiences.

Confidential

Consultant

• Provide operations support in the Global eBusiness Processing Center environment for over 500 servers, with a core technical focus on Windows server 2000/2003, troubleshooting, design and support.
• Operational process and tasks in an enterprise datacenter environment
• Monitoring, troubleshooting and resolution of issues
• On-call availability on a rotated schedule
• Support ticket management
• Reporting, communications and status
• Team cross-training on all areas of operations

Confidential

Systems Analyst

• Conduct IT deployment projects for software packages, and computer hardware. Troubleshoot and resolved system issues. Performed root cause analysis. Conducted quality assurance testing, Gathered system requirements for hardware, and vendor software. Procured hardware, software for IT projects. Designed support processes to manage and centralize administration tasks. Write business justifications for system enhancements. Documented systems using flow charts and use cases in Visio. Served as an IT escalation contact for system outages. Authored support documentation and system documentation. Worked with business and technology groups to identify remote management and software deployment methods Tivoli for new and existing PC's.
• Lead Specialist on IT infrastructure team to implement Mcafee Enterprise suite which included configuring the EPO server with Anti Virus, Firewall, Host Intrusion, and Anti Malware software.
• Using Scripts written in Winbatch and Wise Package Studio 4.6 created Automated Electronic Software Distributable Scripts for use in a global software environment.
• Managed and maintained systems for HP, IBM, Dell, Windows 2003 Server and Windows NT 4.

• Created user accounts, installed printers, maintained process controls and system security for ERP system.
• Maintained user and workstation accounts, permissions and file access in Windows 2003 Server using Active Directory and Remote Desktop.
• Implemented procedures to quickly and efficiently deploy workstations using checklists and imaging software. Maintained image library to match a variety of hardware and software configurations.
• Supported users at multiple remote locations by providing troubleshooting and using remote control software to resolve technical issues.
• Maintained documentation for IT requests and controls to meet Sarbanes-Oxley requirements. Successfully passed internal and external Sarbanes-Oxley IT audits.
• Planned, specified and ordered software and hardware. Maintained detailed software and hardware inventory records and performed licensing compliance audits.
• Supported network infrastructure including routers, switches, network cabling, wireless devices, print servers and firewalls.

Confidential

Global Server Services Systems Administration

• Network administrator and support specialist, Responsible for all network and workstation software, hardware and infrastructure duties included cross-platform integration, network services and protocols, network performance issues, system backup and recovery, and user assistance and training.
• Scripted a program to Automate SA's Processes, resulting in a 30 reduction in workforce.
• Managed and maintained Systems for Windows 2000/2003 server platforms
• Provided desktop support for local users and remote users. Supported Windows and Mac operating systems.
• Performed hardware and software installations, upgrades, troubleshooting and repairs.
• Maintained local area network, including routers, switches, and hubs, network cabling and print servers.
• Conducted systems administrative duties by building and configuring server hardware, installing and configuring company server operating systems.

Systems Analyst

• Collaborated with business and technology groups, gathering requirements to develop operating model for single sourced process. Also collected data from Users systems, and delivered the transformed data to data warehouses for back end control and reporting systems. Prepared and executed test plans to ensure each new Software and Hardware release functioned as expected.
• Created Automated Electronic Software Distributable Scripts for use in a global software environment.
• Wrapped and tested applications for Customer Care and departments in the Organization using Wise Studio.
• Communicated with upper management, vendors, staff, peers and users on a regular basis to assess their needs.
• Experience with data recovery, virus and spyware removal.
• Created a Windows PE, Ghost Rescue CD environment for data recovery and disc imaging.
• Expertise in home networking configuration for Field users routers wireless network hardware .
• Certification and Scripting Reimaging team responsible for Windows based standard for PC imaging.
• Provide support for Microsoft Office Suite 2000/2003 and Lotus Notes.
• Provide Tier 2/3 support to other Kodak associates. .
• Supported 10,000 global users in various remote locations. Tivoli, RDP, VNC and Netmeeting
• Desktop Laptop support and configuration for Windows 9x/2000/XP Workstations.
• Supported LAN/WAN network administration and support under Windows 2000/XP environments

Confidential

Computer / Biology Lab Technician

• Supervised the Electronic Learning Center, making sure all students had the necessary resources to perform their studies, provided setup and configuration of lab equipment for Biology teachers.
• Work part-time in the Electronic Learning Center helping students with various software applications.
• Troubleshoot and repair computer related problems.

Confidential

Computer Technician Assistant

• Repaired and maintained desktop and laptop computers from multiple departments, each having a specialized set of software programs and hardware requirements. Responsible for installing and supporting Windows 3.11 Clients.
• Provided operational administration and development support of Novell Local Area Network.
• Troubleshoot computer system problems for hardware and software.
• End-user support to faculty, staff, students using MS-Windows, DOS, Perfect Office, WordPerfect 6.1, Lotus 1-2-3 keyboarding and document processing.