TECHNICAL SKILLS:

• Dell Optiplex 9010,9020 Mac Pro Confidential Elitebook 8440
• Dell E7450, E7440, E4310, XPS 13 MacBook Pro
• Cisco 3800, 7600 series Lenovo X230, X220
• MS Office 2011 Unix 9.x Teamviewer QS 8.0 Altiris
• Microsoft Lync 2010 Symantec Management Console ServiceNow MS Sharepoint
• Symantec Endpoint Encryption IIS 4.0 Symantec GHOST
• Windows 95 - 98 Windows 2K Professional Windows 7 Pro NT Workstation 4.0
• NT Server 4.0 Windows XP Professional Active Directory
• Mac OS 1.1g - 10.11.5 Windows 8.1 Windows 10

EMPLOYMENT:

Confidential

Responsibilities:

• I wa responsible for resolving low to mid-level help desk issues
• Primary role involved the maintenance of company hardware/software on laptops ( Confidential 4760d, Confidential ProBook, and Confidential G1 Laptops ), desktops ( Dell 7010, Confidential Pro Desk Z workstations ) and mobile devices ( iPads and iPhones )
• Was responsible daily for user account management via Active directory to allow access to networked shares and resoueces.
• I was also responsible for maintaining device inventory via shared excel documents
• As part of the user orientation process I was responsible for training staff on current and new technologies
• I was also responsible for maintaining web based email services and Microsoft Office Outlook
• I was also responsible for printer troubleshooting, maintenance and networking included the following:
• Active Directory
• Windows Deployment Services(WDS)
• Windows Server Update Services (WSUS)
• Symantec Endpoint
• Citrix
• LDAP, VOIP, SQL, DFS, VPNs
• Confidential Security Encryption

Confidential

Sr. Systems Administrator

Responsibilities:

• Was responsible for imaging incoming new hardware and old H/W that needed to be redeployed.
• Resolved a wide variety of daily issues such as resolving client account access issues which usually a result of them NOT restarting their computers after several days
• Build new computer hardware upon daily received shipment and image them with Windows 10.
• Tracked and followed-up and communicated to appropriate parties ongoing issues resolution and status of trouble tickets
• Answered, evaluated, and prioritized incoming telephone, voice mail, e-mail, and in-person requests for assistance from end-users experiencing problems with hardware, software, networking, and other computer-related issues.
• Interviewed users to collect information about problems and lead users through diagnostic procedures to determine source of error as well as educate and instruct end-users on various application and hardware issues
• Provided weekly status reports and other duties as assigned
• Strong working knowledge of MS Windows operating systems; Windows 7 Enterprise, Active Directory Group Policy, Microsoft Remote Desktop Services, Microsoft Exchange and Microsoft suite of office products including Excel, Word, Outlook, PowerPoint, Bitlocker and Teamviewer.
• Used Microsoft Remote Desktop and SharePoint
• Used MS Exchange 2013 to setup new client email accounts.
• My primary function was to Image approximately 15-30 Laptops and desktops weekly to maintain the corporation’s 3 year PC Refresh cycle . This also includes maintaining current hardware by performing break/fix on some occasions.
• Installing software upon clients requests ONLY after confirming with our IT purchasing department
• Providing loaner laptops for local users about to travel and setup hardware in Flex Cubes or satelite offices for VIP executives.
• Resolving tickets in the IT helpdesk Queue as much as possible with Servicenow ticking system.
• Have used Symantec Management Console 7.1.8400 and Altiris Deployment Solution Experience Version 6.9 SP6 to image new laptops and / or desktops to prepare for deployment and to resolve frequent problematic feeze-ups or corruption of client hard drives.
• Have installed and troubleshot Citrix Presentation Server Version 4.4 Receiver for both PC and Mac OS X users in order to help resolve goToMeeting or other online meeting services issues.
• I have assisted clients with connecting iPads and iPhones and other mobile devices to corporate networks as well as setting up those devices to corporate email accounts.
• I have performed network troubleshooting to isolate and diagnose common network problems and worked with other IT Department Staff in the resolution of network related issues.
• Assisted in months long roll-out of approx. 200 Confidential t620 Thin Clients for Project “ Cricket” for the North Wales office.
• I am familiar with all current Microsoft Windows platforms Win 7 Pro, Win 8.1, Windows 10.
• I have moderate experience with Microsoft Active Directory Services 6.1.7601.17514
• I have moderate Microsoft Office 2011 experience
• Strong knowledge of DNS / WINS / DHCP / TCP/IP
• Strong knowledge of LANS / WANS 700 Users Approx.
• Strong knowledge of Hardware maintenance (Video / network cards, RAM upgrades)
• I have also installed maintenance kits in various Confidential, Kyocera and colorcube printers as needed until Icon went with a client badge access Ricoh printer solution.
• Providing feed back and supporting end-users through problem resolution in a prompt, professional and polite manner

Confidential

IT Desktop Support Analyst / Telcommuter support

Responsibilities:

• Perform system refreshes for clients who’s system hardware is reaching it’s 3 year life cycle and provide the client with a loaner during the downtime that their Tech refresh is in progress.
• Install and configure software.
• Maintain conference room audio visual equipment.
• Provided Level II/III basic hardware, software, and network support to approximately 1,500 users including some Corporate VIP support.
• Set up and maintain user desktop environments; relocate and set up peripherals.
• Manage trouble tickets from inception to closing using Remedy software.
• Data discovery using SCCM tool .Migrate users using USMT
• Provide Windows XP/7 support and troubleshooting. Support all MS Office 2007/2010 applications including Excel, Access and PowerPoint.
• Maintain and troubleshoot office printers.

Confidential

Responsibilities:

• Assist in deployment of 10-15 users from the 28th floor of the Confidential floor to the 10th floor for a mid/long term project their team is working on.
• Duties entail the imaging of new incoming Confidential desktops and laptops via the companies latest master image, install the Confidential patch, installl the proxy agent and add the new machines to the existing corporate domain.
• Duties also include assisting VIP’s with any videoconferencing connectivity issues, VPN issues and monitoring the ticket ques within the Peregrine ticket system.

Confidential

Responsibilities:

• To assist with any printer computer or login issues that may occur during the Confidential to Confidential transition phase.
• Tidy up any loose or unsightly computer cabling and take notes of old Confidential phone and/or computer hardware that needed to be removed.
• Take pictures of server room equipment.

Confidential

Responsibilities:

• Install video cards in various Confidential desktops to enable dual-video displays.Setup involved receiving approx. 54 new 19 inch lcd displays for use in offices in each location, and then redistribute the old used monitors to the outside cubicle desk client and configure those for dual-display use.

Confidential

Responsibilities:

• Collect serial number, asset tag and location of every printer, fax scanner and copier on the enire site of Confidential .
• Apply new Confidential Asset tags on existing equipment, and upload data to Confidential ’s home site via silverlight software.

Confidential

Responsibilities:

• Perform data migration from clients old Confidential laptop to new laptop at their home location.
• Ensure their remote access logins, contact information and desktop shortcuts were intact after migration was performed.
• At the end, contact Fedex to arrange for pickup of old hardware.

Confidential, Delaware

Server Technician

Responsibilities:

• Install Windows server 2003 Server SP2 operating system on (3) Dell R610 servers via Gold Disk image provided by client.
• Configure IP network setting to allow for remote connection to the three servers and 1 Confidential 3100 File server.
• This required working closely with remote technician from Brazil via telephone, and patching the servers into the switch via RJ-45 cabling.
• Configuration of the Confidential client on each machine was also required for remote access into these servers. Installation was successful

Confidential

Wireless Install Technician

Responsibilities:

• Job Duties consist of installation and de-installation of Confidential multi directional wireless access points in a room to room environment throughout the entire Confidential .
• Facilitating access to wireless hardware via school district building engineers and/or School Administrative staff.
• Remotely accessing wireless and wired switches for viewing wireless access point status.
• Wireless signal strength surveying at each installation site.
• Manage shipping and receiving, asset management and building of hardware.
• Extensive use of MS Excel and Internet explorer and/or firefox to console into wireless hardware to change OSI layer status depending of the type of wireless network per site, and documentation of MAC address and serial information per access point.

Confidential

PC Imaging Technician

Responsibilities:

• The desktops are being deployed with a corporate standard image via Ghost 8.0 software.
• Additional software will be installed on a per client basis.
• The object is to perform a seamless desktop change-over within the 2-3 week given timeframe.
• If necessary we would also watch the queue for our manager via Clarify 12.1.2.SP2. ticketing S/W.

Confidential

PC Migration/Refresh Technician

Responsibilities:

• Job duties entail replacing dated client Confidential laptops with newer Confidential laptops via use of Ghost software + various software updates and patches.
• Using Active Directory admin rights to reset user passwords in order to properly sync passwords before performing final migration step.
• Then use Desktop DNA vers. 11.1.0.15 software to copy clients desktops prefences and network connections intact to the new laptop while maintaining security and data integrity with minimal client downtime and maximum turn around.
• Software duties include installing, upgrading, and maintaining Windows XP operating systems as well as a variety of applications including MS Office 2000 suite and provide technical assistance to users.
• Ensure Cisco VPN vers. 5.01 is properly connecting. Install Lotus Notes vers. 5.11 if necessary.

Confidential

TSA / HelpDesk Level 1

Responsibilities:

• Provide technical support of systems, applications, data reporting and/or data submission problems.
• Answers basic questions about operation, configuration and usage of assigned products.
• Application of basic diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures.
• May be required to process, review and correct user data submissions.
• Escalates complex problems to engineering or TSA support personnel.
• I have also provided training in these areas to new employees if needed.