Information Technology Professional

• Microsoft Certified Professional with 20 years of experience providing technical support and solutions that can be used to meet your company's immediate and long-term needs. Customer-driven leader with the ability to communicate, engage support and build relationships at all levels of the organization.
• Helpdesk Operations Desktop Support Customer Service Excellence
• End-User Support/Training MS Office 2003/2007/2010 Microsoft Certified Professional
• MS Server 2003/2008 MS Windows XP/7 Software Configuration
• Inventory Control Equipment/Cabling Installation Documentation Proficiency
• VMWare 4.1/5.5 Wireless Networking Backup Exec 2012
• SonicWall Routers Dell SANs

Professional Experience

Confidential

Systems Administrator

• Primary support for an office/remote client base of 300 users.
• Responsible for coordinating and resolving all hardware and software problems for the end users.
• Install, maintain and repair computers, printers and related hardware.
• Maintain current computer and server inventory.
• Manage Active Directory for the creations of accounts, groups and permissions.
• Support Avaya IP phone deployments and account creations and modifications.
• Provide end-user training on an as needed basis as well as weekly new hire training.
• Manage vendor accounts for hardware, software and telecommunications.
• Configure, deploy and support company iPhones and Blackberrys as well as maintain inventory records.
• Install, configure and maintain physical and virtual servers and related network hardware/software.
• Install network cabling.
• Create/manage Empower accounts and projects for lab users.
• Daily event log monitoring of servers to check for potential issues.
• Converted a VMware 4.1 infrastructure of 30 VMs and 15 hosts to version 5.5 the conversion allowed for the reduction of 7 hosts and freed up about 10tb of storage .
• Installed/configured Backup Exec 2012 to provide daily server backups.
• Installed/configured WSUS to provide patch management for computers and servers.
• Created the company intranet portal using Sharepoint Foundation 2010.

Confidential

Help Desk Analyst

• Provide 1st and 2nd level network and application support for a client base of 15000 users.
• Escalate and track Business Critical events and outages.
• Member of the Remote Access team.
• Piloted and implemented training and support for new applications.
• Responsible for escalating issues to the proper resolver teams.
• Responsible for tracking outstanding problems to ensure resolution.
• Interact with all levels of management.

Confidential

Help Desk Analyst

• Provide 1st and 2nd level network and application support for a client base of 1000 users.
• Responsible for escalating issues to the proper resolver teams.
• Responsible for tracking outstanding problems to ensure resolution.
• Interact with all levels of management.

Confidential

Team Leader, Animal Health IT Service Center

• Manage scheduling and daily responsibilities for a team of 3.
• Provide 1st and 2nd level network and application support for a client base of 725 users.
• Responsible for escalating issues to the proper resolver teams.
• Responsible for tracking outstanding problems to ensure resolution.
• Create and distribute daily, weekly and monthly statistical reports.
• Manage weekly status meetings.
• Piloted support for new client bases.
• Interact with all levels of management.

Confidential

• CIT Customer Service Center Analyst
• Provide 1st level network and application support for a client base of 2,500 users.
• Responsible for troubleshooting client/software problems and providing solutions.
• Helped to pilot new helpdesk models in an effort to maximize productivity.

Confidential

Technical Support Analyst

• Provided 1st level application support for a client base of 400 users.
• Responsible for troubleshooting client/software problems and providing resolutions.
• Detected programming flaws in the printing management system.
• Suggested enhancements to same system.
• Visual Basic 4.0 programming to mechanize data access and increase efficiency.

Confidential

Systems Administrator

• Maintain on-site support of a financial management system used to develop and track an 880 Million expense budget.
• Create reports for the monthly tracking of corporate budgets and expenses
• Mechanized data transfer from PC based budgeting development/accumulation system to a Mainframe corporate budgeting system. Transfer enabled individual budgeters to process 15 times normal budget load.
• Increased efficiency of Lotus applications.
• Prepared Lotus spreadsheet to facilitate a 1 Million adjustment associated with a mechanized accounts payable system programming error.

Confidential

Internal Processes Intern

• Provided client support for clients who needed information on Prodigy members.
• Interacted with all levels of management.
• Created and distributed daily reports.
• Maintained an electronic mailbox for member feedback.
• Supervised a management system for the Prodigy Pledge of complete member satisfaction.
• Facilitated resolution of member complaints.
• Reduced problem resolution time from 15 days to 5 days.