Summary

Accomplished Desktop and Systems Administrator, Business Analyst and Help Desk Support professional with 20 years experience in Computer Operations, Systems Administration, Technical and Help Desk Support to hundreds of clients worldwide, earning a solid reputation for productivity, complex problem resolution and professionalism. Excellent communications and diagnostic skills consistently solve problems and rarely escalate issues. Proactive self-starter known to initiate process and system improvements to increase system stability and productivity.

Work Summary

Confidential

MAC WINDOWS SYSTEMS ADMINISTRATOR

• Providing support to 200 callers at two locations in the NYC area
• Perform and respond as the technical lead focusing on operational based Mac Windows systems, servers and applicationsbetween two locations.
• Responsible for providing a high level of PC hardware/ software support for local/ remote clients in a Windows/ MAC environment.
• Leading and assisting project-oriented engineering tasks.Server Builds and Maintenance, monitor, maintain and trouble shoot network, wired and wireless.
• Perform installations, configurations and support of new PCs, Macs, Printers and/or other technologies.
• Set-up and take down of a variety of systems and hardware components, including deploying equipment, packing and moving of computer equipment and peripherals.
• Maintain timely tracking with Self Now ticket system, escalation and communication of all issues, concerns, and key considerations related to project s for area of responsibility
• Trackingof Production hardware and data backup rotation- all Sony assets and report back to Sony of any offline equipment not being used by production.
• Proactively forecast and plan for monthly or critical upgrades and patches to systems infrastructure applied during monthly planned systems downtimes as part of the documented project SLA's
• Act as on-call resource for critical technical issues that need to be driven within the Technical Team
• Monitoring of network communication between office and studio.
• Setup and configure mobile devices that will be used for production during live taping of show.
• Support Studio offices setup for guest on the show and production staff as needed - Mobile devices, desktops, laptopsOSX / Windows
• Windows XP 7, Windows Server 2003/2008, Exchange Server 2007/2010, Microsoft Office for Mac 2008/2011, Mail App, Entourage, Smartphones, iPads and iPhones support
• Maintain cluster of Exchange servers in a multi-site environment.

Confidential

DESKTOP SUPPORT TECHNICIAN

• Providing 1st and 2nd level support to 1000 callers at various remote sites.
• Responsible for reviewing, analyzing, and evaluating information technology systems operations
• Dedicated and direct technical support for The Howard Stern Show
• Assisting with the daily end user support of the employees at SIRIUSXM.
• Sets-up and provide maintenance to PCs, MAC Computers and related hardware/software
• Maintain hardware/software inventories
• Assist with backup tape rotation
• Processing of software installation requests
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals, including mobile devices Blackberry, iPhone, iPad, Android, etc.
• Document, maintain, upgrade and replace hardware and software systems for desktop and peripheral equipment
• Support and maintains user account information including rights, security and systems groups
• Reviews and evaluates information technology systems operations
• Incident tracking with Nimsoft ticket agent

• PC Hardware and Software Troubleshooting
• Windows XP Professional, Windows 7
• Support virtual desktops and applications Citrix
• Microsoft Office Word, Excel, PowerPoint, Access, Outlook
• Macintosh hardware and software Snow Leopard Lion/Mountain Lion
• Active Directory User/Computer Account Administration
• Microsoft SMS/SCCM
• Mobile Device support Blackberry, iPhone, iPad, Android, etc.

DESKTOP AND SYSTEMS ADMINISTRATOR

Confidential

• Providing End user support for 200 within a highly technical user community software engineers and graphic designers and QA environment
• Responsible for all hardware: mobile devices, desktops, laptops and servers, Android, IOS Windows 7 and MAC OS configure, deploy, maintain, and repair.
• Windows 7 and MAC OS management of company standard Image building.
• Computer Security : disabling USB ports, DVD drives with Sophos End Point management and Active Directory policies, encryption of hard drives with PGP
• Respond to all end user desktop support requests: diagnoses, and resolve all levels of problems for user community: network, personal computer and MAC, software and hardware
• Support remote locations on site and remotely Delaware and Los Angeles
• Monitor and tracking of all company hardware and software.
• Work with QA team to ensure environment is up to date with client standards and practice policies. Build, Configure and maintain Desktops MACS and all Mobile devices. Research, test and educate QA team of accessibility programs JAWS, Windows eyes, NVDA on QA desktop and mobile devicetesting environment running various Virtual machines for website accessibility.
• Administration of all e-mail accounts utilizing Google Apps and Postini: Create and maintain new user accounts and distribution lists.
• Server and Network administration of Windows server 2003 and 2008 servers, Cisco ASA Firewalls in 3 locations. Configure, maintain and troubleshoot.
• Setup and extending wireless networks for all Company office locations.
• Monitor and respond toNetwork reports fromnetwork monitoring systems Sophos Anit Virus End Point system, Palo Alto network appliance, BT Managed Security Solutions Group, Barracuda Web Filtering service of suspicious and risk factored sites, resolve threats reported from internal user community, Quarantine and clean infected computers. Monitor and maintain Firewalls and Palo Alto appliance for Blocking suspicious sites, access issues and network traffic.
• Research of desktop imaging solutions- designed, installed and deployed. FOG server
• Upgrading and migration of server Dell OS software, hardware, storage, memory etc...
• Add, Manage Maintain and troubleshootusers and group policies, printerserver, file server shares add and maintenance, DHCP, DNS and Certificate server with Active Directory Roles and Features.
• Perform backup and restores with Symantec Backup Exec.
• Responsible for backup rotation and offsite data storage.
• Setup, configure and monitoring of VMware machines with VSphere
• Management and Maintenance of Avaya phone system- add / drops and changes
• Responsible for proceduresand technicaldocumentation. Creation of IT run book, update and maintain.

IT BUSINESS ANALYST

Confidential

• Providing 1st and 2nd level support to 1000 callers via Avaya IP agent for the McGraw-Hill Companies and work with level 3 support when required to ensure a high level of problem resolution.
• Supported, configure and install - Mac, PC, Laptop and Desktop, MS Office suite 2007 and 2010, MS Windows XP, Vista and 7, Blackberry Enterprise, Goodlink server, Mobile devices Blackberry and Iphone ,
• Virtual machine management via Vsphere for Company Virtual Desktop Infratructure. Troubles shoot and maintain VDIs.
• Troubleshoot problems remotely using Dameware, Remote desktop and pushed software via SCCM.
• Manage users and group policies with Active Directory.
• Monitoring of Symantec Virus Threat reporter and all VDI machines accessed via Citrix.
• Performed preventative maintenance, including the updating of software and checks of workstations
• Extensively utilized Remedy to manage, open, resolve and escalate incident tickets.
• Works as the problem management group with the objectives of Problem working to minimize the adverse impact of Incidents and Problems to the business that are caused by errors within the IT infrastructure and to prevent the recurrence of Incidents related to people, process or technology associated causes.
• Business Analyst duties: Providing high-level expert advice, assistance, guidance or counseling in support of management, technical, organizational and business problem resolution or investigative efforts. This may also include studies, analysis and reports documenting any proposed developmental, consultative or implementation efforts/recommendations.
• Problem Management Responsibilities: Tracked problems through investigation and diagnosis until a known error status is achieved or an alternative procedural reason for the problem is revealed. Tracking the problem resolution phase until the successful implementation of a change to or replacement of a component is confirmed. Driving the Root Cause Analysis RCA process in conjunction with the technical support teams on identified problems to aid in optimum resolutions and prevention of recurrence.
• Analyzing incidents, problems, and errors for trends to proactively identify future problems.
• Providing metrics reporting to management as required. Managing outage escalation crisis management communication.
• SME Responsibilities: Work directly with New Business, Process Improvement and Relationship Managers to ensure smooth and effective service delivery and response to improvement opportunities. Coordinate new support to all support groups. Production documentation, training materials, FAQ for support groups, in cooperation with application development groups. Leverage appropriate work efforts to streamline support activities. Work with change management, production control, etc. to effectively manage changes in the environment to minimize and/or eliminate customer impact.

AS/400 ANALYST DESKTOP SUPPORT

Confidential

• Providing first-level technical support for global IT infrastructure supporting 2,000 employees throughout the U.S. and overseas. Troubleshoot hardware, software and connectivity issues for a mixed Novell, Windows XP/2000 and AS/400 midrange system environment. Administrator and Analyst of the AS/400 midrange environment containing Royalty, Licensing and Copyright data. Accountable for business recovery and continuity testing. Daily routine of ensuring all HP and IBM servers are up and running Windows 2000, 2003 and windows media server for mp3 streaming as well as Linux / Oracle server.
• Earned solid reputation for resolving complex issues and providing exceptional customer service.
• Leveraged extensive experience in AS/400 environment including network connectivity, system productivity and security.
• Strong perceptiveness, excellent communication and interpersonal skills written and verbal with demonstrated ability to work as a team member.
• Extensively utilized Lotus Notes to record and track issues, enter purchase orders and procedures.
• Imaging PC's with Symantec Ghost and Linux / Zen Works via PXE connection.
• Maintenance of printers, workstations Laptops software and hardware Compaq and IBM ThinkPad's.
• Create and maintain client accounts for all major systems. AS/400, Novell, Lotus Notes and external client systems.
• Responsible for all importing/exporting data from the AS/400 to PC and document imaging server. Configuring ODBC data source for Windows PC. Translate AS400 files to XML documents for transfer to Oracle Linux licensing system.
• Managing compatibility issues with Windows XP migration from Windows 98/NT. Roll out of all new client hardware. Setup and configuration of client desktops including Blackberry, I-pod and other PDA devices.
• Provide special assistance to key departments including Royalties, Copyright, Licensing and Executive support. Supported remote access using Nortel VPN client.
• Test and evaluate new software and hardware assigned from desktop Manager.
• Manage and maintain the AS/400 midrange system Software/Hardware and all communications lines.

HELPDESK ADMINISTRATOR

Confidential

• Provided technical support for 500 plus users with in the Commissioner's Office of Baseball consisting of various departments and organizations. Daily support included Microsoft Applications, Lotus, Word Perfect, Windows NT/9x, 2000 and Client Access AS/400 support.
• Adding new mailboxes, creating shared calendars and contacts and trouble-shooting e-mail problems with Exchange 5.5 administrator. Server manager for trouble shooting on site and remote server problems.
• Netfinity Service Manager for trouble shooting workstation problems, on site and remote locations. Remote access and Frame Relay via TCP/IP support for all Major League Baseball Clubs.
• Maintenance of Windows NT workstations Windows 9x Operating Systems PC Laptops software and hardware.
• AS/400 daily administrator duties via frame relay using TCP/IP include checking message queue for error messages, creating user accounts, monitoring active jobs in job queues, remote site communications through frame relay, system storage and CPU utilization.
• Creating virtual print session on the AS/400 for network printers so users do not need a printer session on the workstation. Unlocking batches.
• Configuring emulation sessions with Client Access printer and display. Converting AS/400 reports into MS-Office documents and spreadsheets. Modify and maintain backup schedule daily, weekly and monthly. Running reclaims storage for maintenance or restoring files and libraries. Maintaining daily backup rotation.
• Configuration of NT workstations. Setting up user profiles for new users. Rolling out new workstations and providing Internet and E-mail access.
• Configuration of Baseball Team Laptops for dial up and Frame Relay connections to Major League Baseball's AS/400 system.
• Setting up and supporting remote offices for special events Spring Training, World Series and All-Star Games . Designed help desk intranet page for procedures and support information.

SYSTEMS OPERARTOR

Confidential

• Responsibilities include support for 45 users within an AS/400 and Windows NT environment. Performed daily administrator tasks under the senior AS 400 administrator that included creation of user and customer accounts within the Kapiti / Midas environment full and partial system saves print queue maintenance, software upgrades PTF''s and unlocking batches. Upgrading and patching SWIFT hardware Unisys / software , security authorization code updates and also integrated with the AS400. Experience with the proof and transit side of banking. Entering payments and transfers within the SWIFT system. Monitoring active jobs and job queues, system storage and CPU processing utilized.