SUMMARY:

To execute installation, configuration, and administration to secure desktop, helpdesk, or Analyst Support environment network administration or related position with a growing organization where my Microsoft certification, technical aptitude, and problem solving ability will enhance technical support and benefit operational efficiencies.

TECHNICAL SKILLS:

Microsoft Windows 2003 - 2012 Pro/Server/XP installation and configuration, Active Directory administration and design, DNS, DHCP, Routing, Remote Access, TCP/IP and troubleshooting network connectivity, Windows 2003/2012 R2 Network Infrastructure, Windows 2003/2012 R2 Active Directory Services, Windows 2003/2012 R2 Network Environment, Windows 2003/2012 R2 Directory Services Infrastructure, Windows 200/2012 R2 3 Network Security, routing, remote access, head-end Termination/2012 R2, Hubs, OTN, Network Analysis, HFC Networking, Network Resolution, Networking Fundamentals LAN/WAN, and servicing (VPN) Virtual Private Networks fault tolerance, Network Security. Network Hardware Installation including, not limited to RAM, IDE/SATA/SSD Hard drives, Network Paneling, Cisco/Linksys/NETGEAR/Belkin/ARRIS/D-Link/Actiontec switches, Hubs, Routers/firewalls, Security implementation from Windows Security Center Service, Windows Defender, Norton Security software, McAfee, Wireshark Security services, to (MSE) Microsoft Security Essentials, Windows Defender & Action Center. Server Administration and network protocols, Microsoft OS & Office Installations, Configuration, and Administration. Utilized Microsoft’s MCP Professional Preview Program on Windows Vista Beta 2 and RC1 x64-bit OS. Also managed Installations on SMS 2006-7, and Microsoft SCCM ver.2007 R3/2012. SCCM 2012 Deployment for Window 7 32 bit/64 bit. Installations on Windows 7 32/64bit R1/R2 180-day Evaluation trails. Evaluation/Deployment program of Windows Server 2012, Windows 8, Windows 8.1, and Windows 10 32-64bit evaluation/Deployment Trails.

PROFESSIONAL EXPERIENCE:

Confidential

Cloud Solutions Migration Support, Philadelphia, PA

Responsibilities:

• Installation, configuration, and Migration of 2010 Exchange to Microsoft Office 365/2016 Suite.
• Utilized and produced Café to produce, escalate, and resolve ticket trouble calls.
• Verified and managed DNS, MX, and MS account records to properly configure Office 365 Email.
• Work with to Remote Desktop with Cisco WebEx Meeting Center.
• Walked Customer through AD center to manage, maintain and update Email accounts.
• Verified and modified billing in CSG.
• Provided and produced internal Admin Login access for office.com to support specific licenses.
• Maintained and configured DNS records on Hostway site control.
• Performed installation and support on Norton internet security/F Secure.
• Support installation and utilization of Carbonite Pro.

Confidential

Desktop Support, Bensalem, PA

Responsibilities:

• Configured, Downloaded and Installed Microsoft Office 365/2016 Suite.
• Uninstalled any previous Office suites, such as Office 2013/2007
• Refurbished Working Laptops that had Windows 8 to Repartition and Reinstalled with Windows 10 32bit and configured Windows 10 64bit for Clients who needed to have the “Start” back on OS.
• Specifically managed the Windows 10 Laptops to make sure they were added to MCC’s Company Domain.
• Worked directly with IT management to properly coordinate several Technicians in terms of what location, time, and task.
• Setup Initial Technicians UN and temp. PW on (AD) Active Directory as well as needing to Modify Clients PW for their Outlook in order to connect through the Office 365 Online services. Prior to upgrading MCC’s exchange server from 2003.
• Established Administrative rights in order to add the New Compaq (SFF) Desktops to MCC’s Domain.
• Copied Clients initial documents and settings onto the business’s Mapped network HD’s
• Prewired, Crimped and produced the CAT5 wiring on several new MCC locations in order for the ISP to install the Modem direct via Cisco Linksys Switches.
• Performed Installation and Configuration on Microsoft SCCM in terms of the specific Rollout for the new Windows 10 OS.
• Re-Connected mapped drives in order to retrieve previous documents and settings.
• Installed specific Printer Drivers in order for the new desktop to establish a connection via IP address.
• Configured Printer properties and settings on Clients new PC.

Confidential

Desktop Support Analyst, Voorhees, NJ

Responsibilities:

• Download, Configured and Installed Microsoft Office 365 Suite.
• Provided end user support on Windows 8, 64/32-bit OS for Dell, Asus, /Microsoft Surface Pro 3 Tablets.
• Configure and resolve HP and Xerox LaserJet issues via static IP or by USB.
• Troubleshoot wireless and Email sync issues specifically with the CEO’s Mac OS X Lion.
• Supported, configured, and distributed Clients new IPhone 5 Field Cell Phones while also managing and setup of Clients Mac Mail on the IPhone. Prior to the IPhone and Managed initial career change, I also supported Company’s Androids for use of their wireless Issues and being able to utilize their Hotspot option when the Network was Down.
• Performed and implemented layout for CAT5 wiring for direct connection to balance out wireless utilization traffic.
• Mapping network drives for onsite wireless network Transition.
• Maintaining WD Cloud Services specifically for wireless Printers and Routers.
• Resolved Clients intermittent wireless issues due to utilization problems throughout the network.
• Managed (AD) Active Directory, 2003/2012 Server Clients and Folders to migrate directly over to the new “My Cloud.
• Configured/reconfigured Xerox/HP Printers to sync with the new WD (Western Digital), My Cloud EX4.
• Connected, Mounted, and Secured Net gear, Cisco/ Linksys, and Belkin wireless routers.

Confidential

Desktop Management Support, Horsham, PA

Responsibilities:

• Resolved Daily tier two escalated issues with " Confidential ” Software after Confidential ’s Helpdesk could not resolve remotely.
• Utilized Unisys ITO Ticketing software especially for remote escalations.
• Managed direct support with Confidential ’s In-house Tier I/II Helpdesk Support with communication escalations.
• Added new and migrated Clients into Active Directory and managed Domains/Reset Usernames/passwords upon request.
• Utilized and/or setup Lotus Notes Email Client during Confidential ’s Outlook Exchange Server update from 2010/2013.
• Daily tasks involved but not limited to, “New Hire” Moves, office/cubicle relocation via VoIP/Data lines. Provided new Lenovo laptop machines after performing Confidential ’s Windows 7 Enterprise Image installation via SCCM Remote Server\USB\DVD - Drive.
• Reinstalled Windows XP SP3/SOE ver. 5.0.1. Specific for Client security software issues due to incompatibility with Confidential ’s Win7 image. Specifically, due to specific data encryption Software.
• Migrated MSL applications.
• Verified configuration on Outlooks Exchange Web based access for specific access for the Outlook Exchange Server.
• Setup Symantec Endpoint Solutions for “PC Anywhere”.
• Pre-configured and installed Oracle 8.1.7.
• Utilized CMD, GP update/Force, Ipconfig flush DNS, release, renew, Trace RT; etc.
• Executed SCCM 2012 server reboot due to utilization issues.
• Updated Network Printer drivers & performed routine toner installations.
• Routed CAT5/6 wiring in Confidential ’s Switch/Server room to coordinate Clients Data/LAN lines prior to Clients move.
• Verified new Clients VoIP/Data extension line via PBX.
• Updated network printer drivers due to Confidential ’s Windows 7 image that did not provide the specific drivers.
• Modified/installed, or performed periodic software updates with Avaya VoIP Software specific for Confidential ’s inbound call Support Team.

Confidential

Desktop Support Tier 2 Analyst, Philadelphia, Pa

Responsibilities:

• Imaged/re-imaged XP to Windows 7 Lenovo Laptops, Desktops, and small form factors.
• Utilized Magic/BMC Remedy "Service Desk Express" for creating, managing, and resolving tickets.
• Reset and reactivated Users under Active Directory User's and Groups.
• Managed Sub Domains, and Client access and PW resets on Active Directory
• Back up Clients documents and settings through via USMT.
• Mapping Network Drive via MAC/IP Address
• Release, Renew, flush DNS, display DNS Dynamic/Static IP’s, through CMD. prompt.
• Performed routine .PST archival backup files for Clients using Outlook Exchange 2010/2013 by network backup through \\USMT.
• Performed configuration and break/fix support for network printers via IP Address.
• Inbound Support on clinical application EPIC "go-live" Remote support.
• Supported walk through for Office 2010 applications.
• Configured/setup Bizcard Reader, Sig plus App, Office 2010 through LANDESK deployment software.
• Imaged/re-imaged XP to Windows 7 Lenovo Laptops, Desktops, and small form factors.
• Utilized HP Service Manager for escalation purposes.
• Performed inbound call support for network printers/faxes.
• Supported initial deployment for Office 2013 applications.
• Configured/setup Outlook 2010 and 2013 for local Clients.
• Managed Doctors and VIP Surgeons that would specific Issues after the initial Migration rolled out.

Confidential

Helpdesk Support Analyst, Horsham, PA

Responsibilities:

• Performed Escalations on Remedy BMC/TTS ticket 9.3
• Configuration rollout on Microsoft SCCM Deployment for installation of Microsoft Cloud Services.
• Support various OS including 98, XP, 2000, Windows 7, 8, Mac OS X Leopard and Lion.
• Support on McAfee Anti-virus/Symantec/Norton Antivirus Software.
• Verify SNR RX TX upstream/downstream Issues.
• Configured Static IP's for SMC Gateway Modems.
• Schedule T/Cs through Cable Data/DST and ACSR.
• Created\troubleshoot MX, A and NS Records for any website issues.
• Established Telnet Command to view LAN-Poll, Show-Port, and ARP Tables.
• Performed Ping command verifying specific packet Loss and Static Routing Issues.
• Provisioned & Ported Native LAN Lines through BTS.
• Provisioned and deleted Voice Mail through UMS.
• Generated Confidential work orders through Work Bench.
• Configured incoming/outgoing server names through Outlook Exchange.
• Created Vanity Domains for Business Class Customers.

Confidential

Help Desk Analyst, Phoenix, AZ

Responsibilities:

• Established tickets through Remedy Software on inbound/outbound calls.
• Support/configuration of Symantec/Norton, McAfee, and AVG Anti-virus firewall.
• Analyzed TX and SNR US DS levels for Confidential .
• Static IP configuration and registration.
• Performed support with Citrix "Gotoassist" Remote desktop.
• Corrected, restored, and reset settings on IE 8, 7, 6, with Firefox 3.0, 2.0, 1.5, and 1.0.
• Client email support on Outlook 2007, 03, 02, Express.
• TCP/IP configuration vr4. & vr6.
• Troubleshooting Ping; traceRT, Telnet Winipcfg.
• Support customers on installation ARRIS, Motorola, and Linksys modems.
• Manage configure, support on securing wireless via WEP\PSK 128 bit.

Confidential

Desktop Support Analyst, Horsham, PA

Responsibilities:

• Conducted Symantec Ghost Images via CD in order to partition or swap out Hard drives.
• Configuration of HP ProLiant DL585 servers.
• Hardware support for HP, IBM, Toshiba, and Compaq, Asus laptops.
• Preconfigured Primary BIOS settings too specifically verify fault tolerance issues on Fans, Onboard memory, etc.
• Ordered/Installed and took inventory of various laptop motherboards, CPU's, RAM, Hard drives, cracked or blacked out laptop screens, power supplies,
• Installation/configuration on Windows XP SP1.
• Documented cables CAT5 ID numbers through excel spreadsheet.
• Floor mapping box and switch numbers for registration of VOIP/Data Lines.

Confidential

Deployment Specialist / Management / Contract, Cherry Hill, NJ

Responsibilities:

• Preconfigured coordination workflow sheets for technicians.
• Setup and performed network build through Symantec Ghost re-imaging through TCP\IP configuration.
• Archived existing Lotus Note files.
• Configuring Novell trees and preferred servers
• Desk side support for ZixMail Manager, Lotus Notes, Drive Mapping, and XP build.
• Exporting ZixMail license files.
• Installation\Configuration on Outlook 2003.
• Executing data recovery on IBM desktop and laptops through a remote server.
• Running SMS cycles including; Disc data collections, File collections, and Machine policy retrieval.
• Carried out drive mapping through Map Network Drive.

Confidential

Contract/Helpdesk/Analyst, Philadelphia, PA

Responsibilities:

• Worked with Blackberry for updates on remote support.
• Produced Remedy tickets for phone support.
• Managing replacement on IBM DAT\72 Digital Data Storage for E server P5
• Worked with Citrix on replacement on HP storage works MSL 6000 series Cartridges
• Producing Remedy tickets for various hardware and software issues
• Worked with GroupWise related issues
• Unlocking of users and computers through Active Directory