SUMMARY:

• Provide employer with excellent project coordination, quality customer service, computer/server support, systems administration and troubleshooting while exceeding expectations.
• ITT Technical Institute graduate offering a strong academic background in IT combined with excellent experience as a Desktop/IT Technician.
• Consistently recognized for technical troubleshooting skills used to rapidly and cost - effectively resolve challenging technical issues; implementing, configuring, and maintaining vendor applications.
• Quickly learn and master new technology; equally successful in both team and self-directed settings; and knowledgeable in a range of computer systems, languages, tools, and testing methodologies.
• Team Player, Strong Leader and an Effective communicator.
• Excellent soft skills (i.e., Asset Management, collaboration, influence, documentation, etc.)

TECHNICAL SKILLS:

Operating Systems: Windows 98/XP/Vista/7/8.1; 10 Mac OS X+/El Capitan.

Servers: Windows Small Business Server, Windows Exchange Server 2008/2010/2013

Software: WINDOWS: OneDrive for Business Next Generation Sync Client, Skype for Business 2015/2016 & Skype for Business Mobile, Confidential Office 365 Support and Recovery Assistant (SaRA), Confidential Dynamics CRM, Genesys Customer Platform, Rave Ticketing System, Parature Ticketing System, LogMeIn (LMI), Confidential OneNote, OFFCAT, CMAT ( Confidential Billing Software), Service Now, RightFax (FTP), Ayana One-X Agent, Survey Monkey, SAP Afaria, PC Mover Enterprise, MS easy Transfer, Confidential Project, Visio, Office Suite 2010/2013/2016 , Office 365 Small Business/Enterprise environments, MAC Office 2011/2015, SharePoint, Windows Exchange Server 2008/2010/2013 , Active Directory, Lightweight Directory Access Protocol (LDAP), System Center Configuration Manager (SCCM), Confidential Lync, Confidential OLAP, MigrationWiz, VMware/VSphere Virtual Environment App., Nagios, Oracle, Business Objects (BOXI), Citrix XenApp Administration, Citrix/XenApp Virtual Application Management, Citrix Presentation Server/XenApp, BMC Remedy, Altiris Carbon Copy, Lotus Notes, Norton Ghost and Anti-virus, McAfee Anti-Virus, McAfee Policy Orchestrator 5.0, McAfee Agent 4.8, Spybot, Carbon Copy, Symantec Endpoint Protection & Encryption, Credant Encryption, Credant Recovery Utility, Verdiem Surveyor Client, Adobe Reader, Adobe Photoshop, Adobe Flash Player, LogMeIn Remote Assistance, WebEx Meeting, Dameware Remote Support Tool, Bomgar Enterprise Remote Support, TeamViewer, Volicon Observer Media Player, Optibase IPTV Monitor/Player, OuickTime.

Hardware: Lenovo ThinkPads, Compaq DeskPro, HP Desktops and Laptops, Dell Desktops and Laptops, IBM ThinkPad, 3Com Ethernet NIC, Madge Token Ring, 10/100 Base-T Cat5 cabling, Hubs, Tape Backup, HP Laser, Desk and InkJet printers, Epson printers, Xerox printers, Lexmark printers, IDE and SCSI Drives, and HP Gen 2, 3 and 4 servers, MAC Book Pro and Laptops, POS Systems, RF (Radio Frequency) devices, Avaya IP/VPN Phones.

Mobile Devices: Apple iPad/iPhone, Android Phones/Tablets, Windows Phone 8 & 10/Windows Surface Pros 3/4, BlackBerry devices (E-Mail Configurations), RF Scanners, Portable POS devices.

Networks: Local Area Network (LAN), Wide Area Network (WAN), VPN & Wi-Fi.

Skills: Networking, Troubleshooting, Remote Desktop Support, Phone/Call-Center Support (Tier 1-3), Software Documentation, Meeting Management, Network Administration, Desktop Application Packaging, Software Installation, Group Policy, Disaster Recovery, Incident Response Plan, Symantec Endpoint Protection & Encryption, Security Awareness, Security Charters, PCI/IPPA compliance, Handling PII data, DNS, Help Desk Support, Computer Hardware, Tape Rotation, Technical Support, Messaging and Collaboration, Email Support, Email Migration, Project Coordination, Network Printers and Server Administration, Mobile Device and Policy Management, Blackberry Administration, Enterprise Mobility Management, AirWatch mobile device management, DNIS, cable infrastructure, racking server, routers, and switches and other basic configurations. Familiar Languages: Visual Basic, Python, Raptor, SQL, PowerShell v2.0vdv, Control-M.

PROFESSIONAL EXPERIENCE:

Confidential - Bloomington, MN

MAC Production Support Analyst

Responsibilities:

• Desktop Imaging; Building systems using a standard image and troubleshoot issues related to the builds and software installs.
• SCCM Administrator; development and maintain infrastructure, design implementation of current system, including planning, creation, deployment and monitoring SCCM packages.
• Responsible for initial builds, deployments, and moves. Asset Management processes and procedures.
• Data Migrations included ALL Confidential Office Suite products from 2003/2007 onto 2010/2013 (Outlook, Excel, Access, Word and PowerPoint), as well as company-developed software; via PC Mover Enterprise or MS Easy Transfer.
• Remote Desktop Support software and image deployment.
• Implementing, configuring, and maintaining vendor applications.
• McAfee Endpoint Encryption solution configurations.
• McAfee Policy Orchestrator 5.0, McAfee Agent 4.8.
• Active Directory (i.e. LDAP integration) and other Helpdesk Management Tools.
• Hardware/server troubleshooting.
• Avaya IP/VPN Phones.

Confidential - Minneapolis, MN

Confidential Office 365 SMB Onboarding Engineer

Responsibilities:

• Provide enterprise level support for Office 365 Small Business/Enterprise environments.
• Execute, manage and lead a set of Office 365 customers (Small Business 10-300 licenses) through the Onboarding process, via chat or phone.
• Drive interaction with small customers (300 licenses and below) to maintain customer satisfaction during the FastTrack deployment phase.
• Delivering customers to the Onboarding Experience for Office 365 with configuration of onboarding tools and processes technology.
• Interacting with internal partners, Enterprise services and support teams, the field sales organizations and Office 365 business groups.
• Implementing enterprise messaging administrative concepts (installation, disaster recovery process, database utilities, public folder replication, FSMO role holders, and OWA and Front End/Back End knowledge)
• Confidential Exchange Server 2007/2010/2013 , Windows client, Windows Server, Active Directory, and Mobile device technologies.
• OneDrive for Business (WINDOWS/MAC); OneDrive for Business Next Generation Sync Client (NGSC).
• OneDrive for Business library in SharePoint Online; syncing SharePoint Online OneDrive for Business libraries.
• Skype for Business 2015/2016 & Skype for Business Mobile Support (WINDOWS/MAC)
• Skype for Business Online PSTN services; Cloud PBX, PSTN Calling Services integrated with Cloud PBX with PSTN Calling.
• Confidential Mobile Device Management configuration.
• Troubleshoot and configure Exchange SharePoint and Dynamics CRM.
• Troubleshoot and resolve issues with AD FS, SSO, Dir Sync and Hybrid.
• Deliver key business metrics with engineering, marketing, Enterprise Services\Support and field sales; partner teams to develop, foster and maintain effective working relationships.
• Genesys Customer Platform tool; monitoring and tuning omnichannel customer service with user-generated Performance Surveys/Ratings integration.
• Confidential OneNote, Rave Ticketing System, Parature Ticketing System, LogMeIn (LMI) & CMAT ( Confidential Billing Software).
• Confidential Office 365 Support and Recovery Assistant (SaRA), Confidential Dynamics CRM Tier 1 Support.

Confidential - Minnetonka, MN

Senior Support Specialist

Responsibilities:

• Participate with projects teams and assist with the development of project plans and documentation.
• Asset Management processes and procedures.
• Provides all direct customer support to end-users with my extensive knowledge of information technology desktop support (i.e. hardware and software), help desk process and methodologies as well as knowledge of best practices and procedures.
• Assist with coordinating daily work tasks for IT departments.
• Utilize helpdesk tools and have the ability to manage helpdesk requests via Dameware Remote Desktop Support Tool.
• Active Directory (i.e. LDAP integration) and other Helpdesk Management Tools (i.e. SCCM, Service Now, WebEx Meeting).
• Implementing, configuring, and maintaining vendor applications.
• VSphere (VMWare) Virtual Environment Management.
• Familiar with configuring & administrating of Citrix Access Suite Products like XenApp 6.5.
• Citrix/XenApp Virtual Application Management.
• Migrate applications and users from XenApp v4.5 to XenApp v6.5 farm.
• Mitigate application issues resulting from XenApp v5 to XenApp v6.5 and Windows 2003 to Windows 2008R2 migration.
• RAC-F, COSMOS, UNIX Admin Support.
• FTP Administration with the utilization of RightFax network fax server software.
• Avaya IP/VPN Phones (Ayana One-X Agent).
• Utilize my extensive background in troubleshooting procedures and the ability to develop troubleshooting practices.
• Confidential Products (Office Professional Suite 2010, Windows 7, Confidential Lync 2010).
• Confidential Lync 2013 and Skype for Business2015/2016, WebEx Meeting.
• Hardware configurations (HP Laptops and Desktops, Mobile Phones, and Peripherals).
• Demonstrated experience and knowledge in supporting & troubleshooting in a multi-application environment.
• Antivirus and Malware product (BitLocker).
• Document technical issues for end users, internal staff; troubleshooting steps, results and problem resolutions.
• Understanding of Local Area Network (LAN) terminology and basic troubleshooting.
• Survey Monkey; end-user support ratings tool.

Confidential - St. Paul, MN

IT Analyst III (MAM GPL)

Responsibilities:

• Mobile Device Management (MDM) Project.
• Mobile Application Management Global Product Lead (MAM GPL).
• Responsible for Project coordination, support and development of Mobile Applications Management (MAM) system (SAP Afaria) MDM environment and related projects. Assume responsibility for support and development of our Mobile Applications Management (MAM) system (SAP Afaria) environment and related projects. Some support activities and projects may include other Mobility technologies.
• Some support activities and projects including other Mobility technologies.
• Desktop applications engineering with skills to create MSI packages for deployment to Windows 7 desktops using SCCM.
• ITIL; application configuration support. (Windows)
• Implementing, configuring, and maintaining vendor applications.
• Project planning and tracking; initiate efforts for analyzing mobility projects including implementation of changes to help determine deployment processes.
• Organizing project tasks for deployment of defined/developed mobility technologies and processes.
• Helping develop and architect their MAM solution using SAP Afaria.
• Testing and Evaluation; establish efforts to test mobility technology solutions before deployment, including knowledge transfer to prepare for deployment as well as pilot testing to validate deployment process.
• Interaction with the IT infrastructure support groups when necessary to build process and develop the MAM and MDM environment.
• Confidential Lync 2013 and Skype for Business.
• Provide reviews, updates, and create necessary documentation to support processes used by the global mobility services team. As necessary, also reviews, updates, and create ITSM Documents for service desk staff.

Tech Support II

Responsibilities:

• Confidential Retail Project.
• Deployment installation technician assisting with the opening of over 100 retail stores throughout the United States. All equipment built and configured at ProSys site in Norcross, GA and then shipped nationwide.
• Responsible for the installation of new POS systems, RF (radio Frequency) devices, VOIP phones, Avaya IP/VPN Phones, printers, desktops, and servers in each new store. Once on-site; installed and troubleshoot all equipment.
• Asset Management processes and procedures.
• Implementing, configuring, and maintaining vendor applications.
• Assist with Cisco server configuration; installation of wireless access points & light troubleshooting with Cisco routers/switches.
• Business Objects (BOXI) analysis, configuration and administration of backup client; and access to files on the server.
• Hardware/server troubleshooting.
• Interface with high-level executives across all three organizations.

Confidential - Atlanta, GA

Production Support Specialist (MAC)

Responsibilities:

• Windows XP to Win7 PC Project (2000+ End-users).
• IMAC Group (Hardware Configuration/Data Migration).
• Removing all Turner provided computers running Windows XP operating systems from the environment, performing Data Migrations (PC Mover Enterprise or MS Easy Transfer) on XP machines and replacing them with UPDATED WINDOWS 7 MACHINES due to Confidential ending support for Windows XP on Q1-2014, as they would be exposed to IT security vulnerabilities.
• Asset Management processes and procedures.
• Data Migrations included ALL Confidential Office Suite products from 2003/2007 onto 2010/2013 (Outlook, Excel, Access, Word and PowerPoint), as well as company-developed software; via PC Mover Enterprise or MS Easy Transfer.
• Desktop Imaging; building systems using a standard image and troubleshoot issues related to the builds and software installs.
• SCCM Admin; development and maintain infrastructure, design implementation of current system, including planning, creation, deployment and monitoring SCCM packages.
• Remote Desktop Support software and image deployment using Altiris Agent.
• Implementing, configuring, and maintaining vendor applications.
• Active Directory (i.e. LDAP integration) and other Helpdesk Management Tools.
• VSphere (VMWare) Virtual Environment Management.
• ITIL; application configuration support. Windows & MAC.
• Resolved business issues and complaints in accordance with appropriate professional standards.
• Upheld organizational objectives in architecture main.
• Responsible for the timely and professional support of news and/or entertainment production environment under a centralized call center model, with remote access and visibility to company hardware/networks/software.
• Performed troubleshooting of Windows 7/XP/2000 related to spyware/malware/virus file and registry entries; hardware installations and break-fix hardware support.
• Windows 7 Troubleshooting.
• Demonstrating basic familiarity with the network and support infrastructure of the computing environment.
• Performing remote support and/or on-site problem analysis and resolution.
• Confidential Outlook 2010/2013: .pst troubleshoot / fix corrupt profiles, migrate profiles, back-up .pst and .ost files.
• Confidential Lync and Skype for Business.
• Business Objects (BOXI) analysis, configuration and administration of backup client; and access to files on the server.
• Implementation of data recovery/transfers and operation systems upgrade (Win XP, Vista and Win 7).
• Data Security implementations such as Security Consciousness, Incident Response planning, developing Security charters and handling PII Data.
• Familiarization with an array of cloud computing concepts including virtualization, web services API's and distributed data storage (database, block, object).
• Object-oriented project implementation.
• Participation in assessing, improving, and documenting workflow processes with specific discipline of focus for the Hands-on Production Support, Call Center/Helpdesk, Deskside Support, and IMAC (Hardware repair, install, move, add, or change).
• Phone/Call-Center Support (Tier 2-3).
• Supported Turners Blackberry email clients including, but not limited to, local client installation and upgrade. Also, OS reloads when necessary.
• Avaya IP/VPN Phones.
• Mobile Device Management on iPhone, Blackberry, Android & Windows Phone 8.
• Enterprise Mobility Management with AirWatch; migrations from BlackBerry to iPhone.
• Proficient with MAC OSX technologies implemented within TBS including, but not limited to, Adobe Premier Suite, Avid Pro Tools and Casper Management suite.
• Familiar with Symantec Endpoint Protection and Encryption, Credant Encryption/Decryption, Credant Recovery Utility and Verdiem Surveyor Client.
• Operating in a highly independent fashion and with minimal supervision.
• Providing desk side support for all issues to over 1000 users.
• Producing practical solutions and implementing them immediately in order to keep clients working.
• Confidential 365 Email Migration Project (2000+ End-users).
• Responsible for monitoring the Confidential System network and server infrastructure, as well as multiple business services for Turner Technology Services and with little supervision.
• The migration of users from Windows Exchange 2003 to Confidential Office 365, including Confidential Lync 2010.
• Data Migrations included ALL Confidential Office Suite products from 2003/2007 onto 2010/2013 (Outlook, Excel, Access, Word and PowerPoint).
• MS Office 365 Onboarding Support Specialist (L2).
• Confidential Lync and Skype for Business.
• Windows 7 Troubleshooting.
• Implementing, configuring, and maintaining vendor applications.
• SCCM Admin; development and maintain infrastructure, design implementation of current system, including planning, creation, deployment and monitoring SCCM packages.
• Familiarization with an array of cloud computing concepts including virtualization, web services API's and distributed data storage (database, block, object).
• Object-oriented project implementation.
• Business Objects (BOXI) analysis, configuration and administration of backup client; and access to files on the server.
• Proficient with MAC OSX technologies implemented within TBS including, but not limited to, Adobe Premier Suite, Avid Pro Tools and Casper Management suite.
• This organization is a 24x7 support team with duties that including troubleshooting local and global data networks.
• Working closely with application support personnel, system engineers and outside vendors to bring resolution to business critical problems in support of the various Turner environments.
• Data Security implementations such as Security Consciousness, Incident Response planning, developing Security charters and handling PII Data.
• Responding to, resolving and/or routing internal customer incident and service requests.
• Providing point of escalation and fault tracking abilities for anything Confidential first tier support and participation in assessing, improving, documenting and reporting on all activities within the SOC systems.
• Phone/Call-Center Support (Tier 1-3).
• Supported Turners Blackberry email clients including, but not limited to, local client installation and upgrade. Also, iOS reloads when necessary.
• Avaya IP/VPN Phones.
• Mobile Device Management on iPhone, Blackberry, Android & Windows Phone 8.
• Enterprise Mobility Management with AirWatch; migrations from BlackBerry to iPhone.

Confidential - Tallahassee, FL

IT Operation Support Technician

Responsibilities:

• Responsible for the operation of the computing complex at the Confidential, which is in operation 24x7, 365 days a year; including all holidays.
• Perform the appropriate logging and customer coordination of production data files between Confidential customer community and various outside enterprises.
• Performed various functions required to support the Automated Tape and Storage Management System.
• Coordinating with vendors and data center personnel with resolving hardware and software problems.
• Monitor building security and environmental system to include notification of appropriate personnel in the event of an equipment failure or breach of security.
• Introduction to Business Objects (BOXI).
• Knowledge of IBM Mainframe, all MVS Commands and complex peripheral equipment.
• Tape Rotation.
• Ability to communicate with customers and vendors.
• Monitor console and work with MVS System Group to help solve problems.
• Routed calls to designated extensions using DNIS.

Confidential - Tallahassee, FL

MS Office 365 Onboarding Support Specialist (L1)

Responsibilities:

• Confidential Office 365/State of Florida Mailbox Migration Project.
• Email Migration Technician.
• Initial project scope was 130,000+ mailboxes across 34 State/Local Government agencies; approximately 5000 mailboxes were migrated before the project was defunded by state legislation.
• Object-oriented project implementation.
• Experience with an array of cloud computing concepts including virtualization, web services API's and distributed data storage (database, block, and object).
• QlikView Business Discovery Platform for business accessing, analyzing and capturing data from primary machines and mobile devices.
• Remote Support software and image deployment using MigrationWiz software.
• Assisted with implementing new technology such as Confidential Office 365 and Lync 2010.
• Windows 7 Troubleshooting.
• Maintaining and supporting networks.
• Installing new hardware.
• Cable infrastructure, racking server & routers.
• Help desk support.
• Phone/Call-Center Support (Tier 1-3).
• Knowledgeable in multiple areas of IT infrastructure.
• Cloud-based migration software and some PowerShell scripting.

Confidential - Tallahassee, FL

MS Office 365 Onboarding Support Specialist (L1)

Responsibilities:

• Confidential Office 365 Migration Project (40+ End-users).
• Systems Administrator; Networking andSecurity of operating systems.
• MS Office 365 Administrator, System Center Configuration Manager (SCCM), Confidential Lync 2010, Windows Exchange Server 2008, Active Directory (i.e. LDAP integration), DNS, DHCP, group policy experience and protocols.
• MS SharePoint Administrator: maintaining and installing the SharePoint environment for use in the development cycle & testing various staging suites; assisted with installing and configuring the product after public release.
• Configuration of Confidential Office Suite 2010; as well as data center, cables, and networking operations. Windows 7 Troubleshooting.
• Familiarization with an array of cloud computing concepts including virtualization, web services API's and distributed data storage (database, block, object).
• Object-oriented project implementation.
• Handling technical troubleshooting within a network environment, including system crashes, slow-downs and data recoveries.
• Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.
• Cable Infrastructure; racking servers, routers and switches.
• Asset Management processes and procedures.
• Help maintain the flow of information throughout organization; connecting users in different locations.
• Selecting, configuring and troubleshooting systems that use various media and devices that interconnect different systems and platforms into one common data sharing infrastructure.
• Implementing, configuring, and maintaining vendor applications.
• Upgrade computer systems and develop wide area and local area network capabilities.
• Handled 30+ technical/mission-critical calls and consistently met high service standards.

Confidential - Miami, FL & Tallahassee, FL

Computer Repair

Responsibilities:

• On-site basic home and small office PC & Printer repairs.
• Preventive maintenance and rebuilding CPUs; including OS installs, reimages, replacing hardware such as power supplies, memory, RAM and motherboards.
• Cable Infrastructure; including racking server, routers and switches and general computer network configurations.
• Remote Desktop Support.
• Telephone Support.
• Mobile Device Management on Blackberry, iPad/iPhone & Android; application testing and hardware repair.

Confidential - Miami, FL

Service Specialist Supervisor

Responsibilities:

• Operated mailing, copy and fax equipment.
• Typed correspondence, filing, copying, data entry, word processing, sending and receiving faxes, RF (radio Frequency) devices/scanner, sorting mail and other administrative tasks.
• Maintained the highest levels of customer care while demonstrating a friendly and cooperative attitude.
• Pick-up/Delivery of mail, parcels, copy jobs and faxes to end-users.
• Operating & maintenance of mailing, copy and fax equipment.
• Supervision of Shipping & Receiving.
• Supply Order management.
• Managed large bundles of mail, overnight packages and shipments of documents.
• Handled time-sensitive material like confidential and/or urgent packages.
• Participated in cross- for Manager Trainee position.
• Maintained all logs and reporting documentations.