PROFESSIONAL SUMMARY

A motivated individual with extensive administration and project lead experience, I am highly proficient in a vast array of mainstream technology environments including DaaS/SaaS as well as various operating systems platforms, applications, and SDLS process. My solution-orientednature compels me to take initiative with a focus on detail, quality and process improvement. Quick learner highly motivated with excellent organizational and analytical skillsthat consists of, but is not limited to, working closely with development teams and sub-contractors in the design, development and implementation stages.

PROFESSIONAL EXPERIENCE

Confidential

System Support Technician

• Provided Service Desk support via telephone communications with end-users
• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions.
• Install/configure/troubleshoot/maintain Citrix XenApp/Web Interface
• Provide tier 2 troubleshooting support of Exchange issues and Outlook Clients, escalated calls, and finding the optimum solutions
• Provided technical support for the installation, configurations and maintains of hardware or software
• Troubleshooting activities included various network devices and peripheral devices connected to the network
• Created and managed user accounts, groups, print queues and controlling access rights using Active Directory and LDAP tools

Confidential

System Support Technician

• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
• Analyzed user support statistics/data and recommending appropriate technology.
• Managed user accounts, groups, print queues and controlling access rights using Active Directory and LDAP tools
• Created scripts to automate the processes of hotfixes, updates tasks, performance and maintenance tuning
• Provide tier 2 troubleshooting support of Exchange issues and Outlook Clients, escalated calls, and finding optimum solutions

Confidential

System Support Administrator III

• Deployed software installs,upgrades, hotfixes and patchesthrough SCCM System Center Configuration Manager to all clientssystems.
• Written documentation to be more in-line with new versions of best practice of IT functions recommend enhancements.
• Proactively worked with other IS T team members to provide technology recommendations and solutions to management
• Generated weekly status reports for management team about status of ongoing projects and customer related concerns
• Provide Tier 3 Support for Helpdesk by taking ticket requests from users with various technologies related problems.
• Perform diagnosis on high-impact systems and coordinate IS T staff activities to maintain the highest level of systems availability.
• Developed port security troubleshooting diagram process to track down unauthorized network accessto increase network security and decrease user downtime.
• Performed system upgrades, maintenance tasks, including installation and configuration of Windows operating systems, Active Directory and Exchange user accounts
• Managed user accounts, groups, print queues and controlling access rights using Active Directory
• Troubleshooting activities included various network devices and peripheral devices connected to the network
• Reviewed existing business practices, procedures and developed an action plan to implement new services and develop a streamline current business processes into a single source data structure

Confidential

System Support AnalystIV

• Developed best practices plans for server consolidations to Enabled launch of offsite project allowing team to work from anywhere, write code and stored in the cloud.
• Developed plan for company-wide migration of data and applications to Windows 7 from Windows XP.
• Project lead for the migration of 3500 XP systems to Windows 7 worldwide which was schedule for 18 months. Completed in 10 months, 8 months ahead of schedule
• Generated weekly and monthly reports for management team about status of ongoing projects and customer related activities
• Improved life-cycle process by developingprocedures for using technology to facilitate asset managementwith BMCtracking tools
• Implemented all processes of the five SDLC phases and createdVisio diagram to led the implementing and supportingVDI Virtual Desktop Infrastructure at Global Logic in the Ukraine
• Developed VBS Virtual Basic Scripts to automate various tasks in a Windows environments
• Developed and implemented a disaster recovery procedures to ensure the smooth running of Business services during a disaster
• Participate in CAB Change advisory board meeting to improve the Incident/Problem/Change process and drive Standard Operating Procedures and process in guidance to ITIL
• Implemented best practices and processes to enable to Client Services team to work more efficiently
• Team Lead for desktop deployment to field offices and corporate office.
• Proactively worked with other IS T team members to provide technology recommendations and solutions to management
• Developed Business case guidelines to assist Project Managers on the implementation of new technology into production and testing environment
• Developed best practices procedures when performing P2V physical to virtual and V2P virtual to physical for client system and server consolidations.
• Written a feasibility studies for implementing of new technology services and support model for Confidential
• Redesigned backup process by moving backup solution to a cloud base services with Iron Mountain
• Provide business financial justification for system upgrades and technology enhancements then Negotiated contracts bids with Vendors
• Install, upgrade and troubleshoot backup, recovery, and storage related to Windows systems.
• Act as a liaison for Business Unit's to ensure that all aspects of technology services and other critical applications are structured and documented appropriately
• Managed and monitored software licensing database through asset management tools

Confidential

System Support Analyst III

• Provided Tier 3 support for Helpdesk Support Center in Pune daily, to assist approximately 5000 End-Users worldwide with various technology related issues and concerns
• Assisted Service Desk Manager on forwarding ticket requests and unresolved issues to the designated resource by communicating and coordinating with various IS T departments.
• Developed and implemented a common desktop image process using Confidential technology.
• Developed and Led technology training for individual or small group basis within a classroom setting or with Confidential
• Evaluate and recommend new technologies to satisfy Business Units and IS T requirements
• Develop guidelines documentation for technology standards to facilitate asset management tracking.
• Developed and revised departmental procedure manuals to assist staffs in technical operations
• Written and coordinated disaster recovery procedures for continues of mission critical services for data center operations in Confidential
• Served as primary point of contact on a 7x24x365 support rotation for Network Operations, Client Services and Help Desk
• Developed security policies for the BMC environments to eliminated security vulnerabilities
• Collaborated with Networking Team on implementation network technologies and troubleshoot networking issues at remote sites throughout the Confidential

TECHNICAL SKILLS

• Monitoring Tools/Apps:BMC BBCA, BMC Service Desk, Wireshark, Remedy, VMware, SolarWinds andNumara TrackIt,
• Software: MS Office 2010 2013 and 365 Suite MS Project 2013, MS Visio 2013, Trend Micro Utilities McAfee Encryption SymantecAntivirus Suite, WinZip Symantec Ghost VERITAS Backup Exec Remedy 7.0/6.0 DameWare Mini Remote Console Email Microsoft Exchange, Lotus Notes Mail VMWare P2V, SharePoint 2010, WebEx,Microsoft SQL 2008 Enterprise, Eclipse,
• Virtualization: VMware Workstation 9, VMware ESXi, vSphere v5, Virtual Box and Microsoft Hyper-V Server 2008 R2
• Platforms: RHEL 4 5, Red Hat Linux 8.0/9.0, Mac OSX Windows XP, Windows 7, Windows 8, Windows Server 2008 and Windows Server 2013