SUMMARY

• Solutions-driven IT professional with extensive experience in implementing strategic IT initiatives. Articulate communicator who can fluently speak the language of people and technology, blending technical expertise with exceptional interpersonal skills while interacting effectively with clients, management, and technical teams. Recognized for the ability to diagnose root cause, build solutions, and integrate flawless upgrades that enhance users' experience and increase efficiency. Resourceful, creative problem-solver with proven aptitude to identify issues, synthesize conclusions into recommendations, and implement cost effective action plans.Core competencies:
• Software and Hardware Implementation Client Relationship Management
• LAN/WAN Maintenance and Support Multi-tasking and Project Management
• System Integration and Data Migration Network/Security Management
• IT Problem Identification and Solutions Execution Hardware Installation and Configuration

TECHNICAL PROFICIENCIES

Platforms:Microsoft Windows Server 2003,2008,2012 , Mac OS X, Intermediate Unix/Linux, intermediate iSeries AS/400 , Blade servers, VMware.

Networking: Local Area Network LAN , Wide Area Network WAN , TCP/IP, Active Directory, DNS, DHCP, intermediate SCCM 2012, Cisco ASA, Unitrends, SolarWinds, Log-me-in.

Software:SpiceWorks,Microsoft Exchange 2013, Office 365,SharePoint, McAfee, Trend Micro, Symantec, Kaspersky, Veeam, SEP, Altiris CMS, Absolute Manage, SMS,WSUS, PGP, Sales Force, Nagios, WUG, Zenoss, SAP, intermediate PowerShell,McAfee Total Protection client and EPO server , HP OpenView Network Node Manager and Operations , Parallels, Lotus Notes.

Implementation:Group Policy, Installations, Printer Server Setup/Install, Image Creation and Deployments, System and Data Migrations, Backup scheduling, Auditing, Replication.

PROFESSIONAL EXPERIENCE

Confidential

Systems Administrator

• Transitioned the company during growth and expansion phase of 80 virtual machinesin a multi-platform environment. Managed all platform communications, acted as a sole technical resource and primary contact for systemadministration. Assist Helpdesk with technical support.
• Implemented disaster recovery processes and business continuity procedures for re-establishing servers, databases, and operating systems in the event of a disruption, both minor and catastrophic.
• Improved existing network systemsand procedures to correct deficiencies and maintain more effective data handling, conversion, input/output requirements, and connectivity.
• Performed traffic engineering to ensure performance optimization and network reliability while minimizing outages.
• Managed Active Directory User Groups, WSUS, and Exchange 2013.
• Participated in new networking roll-outs, upgrades, testing, and special projects as needed.
• Managed and ensured effectiveness of security solutions, including firewalls, anti-virus solutions, and Virtual Private Networks.
• Assisted with monthly reports, and recommendations for Managed Services Clients.
• Established and maintained frequent written and in-person communications with departmental administration regarding pertinent network activities.

Confidential

Systems Administrator

• Provided general and routine technical support to Haver Filling Systems Inc. users, with installation, patching, configuration, and updates to Operating Systems and non-OS vendor applicationto meet established performance metrics.
• Installed Dell Equallogic SAN and NAS Storage devices to increase space and maintain stability.
• Used Active Directory and established Group Policy to manage all network Systems.
• Installed new/existing servers and configure hardware, peripherals, services, settings, directories, storage, etc.
• Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Applied OS/Application patches and upgrades on a regular basis, and upgraded administrative tools.
• Oversaw IT purchasing decisions, inventory monitoring to ensure that accurate records are maintained.
• Received, prioritized, and responded to incoming work orders, calls, and/ or emailsregarding equipment and or connectivity difficulties.
• Initiated/installed/managed Unitrends, Trend Micro Anti-Virus Solution, Windows IIS configuration, VMware 5.1, WSUS Server.
• Controlled support for MS Office, Adobe, Rockwell, AutoCAD, Solid Edge, Step 7, SAP B1, and Camos.
• Generated 24/7 remote support for traveling sales and service engineers.

Confidential

IT Administrator

• Effectively provisioned, installed/configured, and maintained hardware and software related revamping Terrago's Tech/Reach 360 IT infrastructure.
• Provided first level technical support for IT infrastructure
• Managed Sharepoint, VMware/VSphere ESX/ESXi, Veeam Backup and Replication
• Managed Hosted Microsoft Exchange, Nagios Server, WUG Server, and WSUS Server.
• Managed Network including firewall, switches, NAS, VPN etc.
• Created, requested, and presented technical specifications and requirements for purchasing of new servers and networking equipment.
• Used diagnostic software to monitor performance of systems collected and analyzed data to identify trends and recommend improvements.
• Provided after-hour support for network help desk, and client/server environments.
• Obtained and maintained required certificationsfor partnerships with keyVendors.

Confidential

Technical Support Engineer

• Assisted with ensuring the availability of client/server applications, configured new implementations, and developed processes and procedures for ongoing management of Ipswitch's server environment.
• Provided end-user service and supportin XP environment.
• Refined asuperior customer experience for all accounts, by anticipating and resolving customer issues in a manner that exceeded clients' expectations.
• Identified, diagnosed, and resolved document defects and feature requests proposed steps to reproduced relevant logs and snapshots.
• Resolved client application outage escalations in a timely manner.
• Identified licensing and activation issues, and providedlog analysis via a post-mortem system of tracking.
• Recognized external issues that affected the use and/or configuration of Network Management software.
• Createdand maintained comprehensive documentation as it relates to server and network, topology, equipment, and configuration s .

Confidential

Operating Systems Analyst/Administrator

• Provided day-to-day Systems Administration and Desktop Support for the operation and support of desktop computers, servers and applications used by Emory University Library faculty and staff.
• Streamlined administrative tasks by planning and implementing account policies, troubleshooting user login problems and login scripts.
• Supervised and lead numerous deployments in the operation and support of desktop computers, servers and applications used by Emory Library faculty and staff.
• Managed network systems and servers, edited system configuration files, managed group and individual permissions, installed software, analyzed log files, backed up and restored files, monitored systems for security, and diagnosed systems/network performance issues.
• Styled policies to remove inactiveusers from admin groups, resulting in the reduction of tickets.
• Devised print servers and deployed printers using group policy and scripting tools.
• Retired Domain Controllers and repurposed servers as needed.
• Installed Nagios Server Alert Software on all servers and UPS devices to provide real time alerts, enabling me to fix problems before users noticed.
• Designed, documented, and implemented image and deployment procedures for Desktop Support Team, further reducing trouble tickets.
• Created Scripts for simple tasks using PowerShell.
• Identified security risks and cooperated with management to reduce the risk.
• Created image and managed the Chinese Cultural Exhibit Computers and peripherals.
• Managed Microsoft SCCM deployments oversaw deployments of large and complex applications targeted for mass audience.
• Provided 3rd level infrastructure support, and assisted in the maintenance and troubleshooting of SCCM, and client workstations possess good understanding of the SCCM infrastructure including boundaries, site server roles, and parent/child relationships in order to troubleshoot SCCM related issues.
• Created MS Windows Installer packages using Wise Package Studio and Admin Studio.
• Advertised and managed packages and collections in a SCCM environment.
• Interfaced with the various stakeholders business sponsors, application developers, and other support personnel to plan, deploy, troubleshoot, and support application deployments analyzed/rectified post deployment figures to meet optimum results.

Confidential

Senior IT Support Specialist/Systems Administrator

• Demonstrated primary support for all hardware, software and educational applications for faculty, staff and graduate students in the Mathematics and Physics Departments. Evaluated, implemented, tested, customized, and maintained new release of software products.
• Maintained detailed instructions on software configurations, imaging process, and scripts.

• Researched and monitored new security vulnerabilities using Win 2008 Active Directory for assigning group policies and WSUS services to manage patching and system updates.
• Attached, detached, backup and/or restored databases in SQL Server using PowerShell.
• Developed and maintained standard desktop images and packages using Symantec Altiris CMS to build packaged and deployed automated software distributions and large scale rollouts as needed.
• Provided Level 2 support for Local Support Providers with troubleshooting management tools, especially concerning security, group policies and management through Remote Desktop tools.
• Managed student computer facilities working in conjunction with professors to insure proper software and hardware configurations and installations required for students to complete lab work.

Confidential

NOC Specialist

• Managed and maintained ZOG's Inc. internal network provided remediation and notification to internal and external clients as required.
• Administrated Level 2 Helpdesk support for multiple companies equipped with Windows, Linux,Oracle and Citrix based environments maintained permissions, roles and troubleshooting.
• Monitored server performance and prevented hardware failures.
• Removed and prevented viruses, malware and other attacks from client servers and laptops.
• Monitored server backups using multiple tools and programs such as, Vembu Storgrid and Backup Exec, determinedcause and resolved issues.

Confidential

Helpdesk Technician

• Administered 1st level support, and training for all IT and communications systems in support of General Services/Unisys/Apex direct support for core business applications.
• Answered helpdesk phone and log calls into Ticketing Database.
• Resolved high percentage of request for support or assistance on first call.
• Assist other technicians on team with knowledge and research.
• Upgraded users from Lotus Notes 5 to 6.
• Utilized a Data backup to re-image and upgrade machines to Windows XP.
• Configured new user setup and changes and software installation and troubleshooting.

Confidential

Helpdesk Technician

• Interpreted technical assistance to senior members of the Glaxo Smith Kline Help Desk in support of development, implementation, and maintenance of resources specifically used for Help Desk operations.
• Responded to helpdesk phone and Remedy ticketing system.
• Performed hardware installations, new user setups, software installation and troubleshooting of all user interface devices and software.
• Migrated users from Windows NT 2000 to Windows XP using Symantec Ghost.
• Implemented new monitoring tools to engage our technology partners in a new SLA agreement.
• Upgraded Lotus Notes mail system from version 5 to 6.

Confidential

AmeriCorps Team Leader

• Served as an AmeriCorps team leader to assist in efforts to revitalize underserved neighborhoods in Philadelphia, PA and a worldwide commitment to outreach in Zhangjiajie, China.
• Managed 21 support and daily operations for AmeriCorps volunteers in 12 States.
• Accountable for HOPEworldwideto remain in compliance with the AmeriCorps Grant by assisting team members in completing their service objectives.
• Assisted the Technology Staff in supporting three building across the city.
• Refurbished a computer lab and network that had not been in use for two years Windows 2000, TCP/IP, Office 2000, and Network Configuration .
• Site coordinator providing information to registering low-income families for free health care and by mentoring inner-city children leading 25-30 college work-study students in Philadelphia.
• Traveled to Zhangjiajie, China teaching English to high school students.
• Lead cast member of the Story Tree Gang , an acting troupe that utilizes puppetry, music and dance to educate children on important social and health issues such as literacy, anti-violence, peer pressure, race relations, lead awareness, nutrition and immunization.

Confidential

Network Analyst/Computer Operations Technician

• Provided technical sound solutions and recommendations to meet the Federal Aviation Administration network standards for Hartsfield-Jackson International Atlanta Airport.
• Performed network/desktop maintenance, support and upgrades for 1000 users and computers.
• Provided technical computing support via on-site, phone, and e-mail support channels.
• Managed installation of client hardware and software.
• Assisted in research and testing of Network System Solutions for future network growth and system upgrades.
• Administered and supported executive and contractor hardware and software programs.
• Utilized SMS, Symantec Ghost, HP Open View, User Manager, Heat and Crystal Reports.
• Directed the Help Desk call center including issues with mobile devices.
• Devised procedural documentation on program installations for Primavera Software and Oracle.
• Researched and applied appropriate patches, hot fixes, and service packs to ensure servers remain operational with no impact to business operations.

Confidential

Help Desk Lead

• Utilized one-to-one consultancy to end users and academiastaff. Performed a variety of routine and technical computer work associated with higher institution information, communication, and other computer-based operating systems and applications.
• Assigned as team lead to provide technical computing support and related services to the President's and Provost's Centers through on-site, phone, and e-mail support channels.

• Diagnosed and resolved complex technical problems with computing hardware, software, and network services.
• Acted as lead for desktop/client administration including configuration, maintenance, and deployment.
• Developed client communications related to new initiatives, changes in service, and security warnings.
• Participated in on campus project teams, task forces, and user-group meetings.

Confidential

Help Desk/Support Specialist

• Served Compaq/Bellsouth/ASI clients to determine resolutions for technical PC, server, and network related issues.
• Ensured 100 phone assistance and technical support to Bellsouth.net customers at call center.

• Provided PC hardware software support in Windows 2000/NT/98/95 and Novell operating system environment.
• Demonstrated first level customer support including troubleshooting connectivity issues, Internet and email configuration.
• Assisted in employee training on phone support and customer service issues.

Confidential

Technology Specialist

• Supervised and supported use of the Atlanta Public Schools Computer Technology programs, as well as technology infrastructure of student computer labs.
• Instructed desktop/client administration including configuration, maintenance, and deployment.
• Installed and configured software for the Atlanta Public School District.

• Created new users, performed data migration, used map commands, copied and partitioned hard drives, installed hardware, and installed/configured protocols.

• Administered staff training workshops on Microsoft Office products.
• Resolved problems with computing hardware, software, and network services.
• Reduced the risk of viruses on all machines by creating specialized images.

Confidential

Software Engineer

• Specialized in the design and development of management software for The DSW Group Ltd.
• Designed and implementation of Delphi and SQL as specified by users.

• Produced project Use Cases logistics plan for development of Delphi products to client specifications.
• Styled visuals for engineers to meet client specifications.
• Provided software training assistance in teaching Delphi to corporate clients.