Career Objective: Over 7 years as a Help Desk and Network Support Specialist with a proven record. Customers come first.

Professional Profile: Skilled, detail oriented technician with skills in Windows, Linux, HP UX. Multilingual in English, French and German.

Technical Skills:

Hardware Repair and Maintenance Ability: Have hands on experience on the following hardware: Cisco Routers and Switches, Hard Drives, Printers Laser and Inkjet, Motherboards, Token Ring, SCSI Cards, Ethernet Cards.

Software experience: Lotus Notes, Erwin, BMC Patrol, TODD,Cisco Works, DHCP Manager, Visio, Windows \'98, NT and 2000, PC Anywhere, DR Software, Wisdom, SoftEasy Software, SNMP, Etherpeek.

Certifications/Training:

• Microsoft Certified Systems Engineer (MCSE), MCP+ Internet.
• Cisco Certified Network Associate - CCNA.
• A+ Certified Service Technician.
• Certified Xerox Technician.LINUX Red Hat Training.

Education: Confidential,

Work History:

Confidential, Held Desk Analyst:January 2007 Present

• Managing the backups using Veritas and Symantec’s Net Backup.
• Network management and monitoring using Orion by SolarWinds.
• Creating and managing users on the network from Active Directory.
• User and Computer support on all our clinics in Georgia.
• Providing network installation, configuration and support of different clinical applications.
• Maintaining hardware and software inventory for all our clinics.
• Managing our Inter-tel phone network for the clinics.
• Effective management of Trouble tickets for all the clinics.
• Helping Users with issue related to Microsoft Office products.
• Coordinating and assisting other Field Technicians.

Confidential,Call Center ; Web hosting Support:May 2004 January 2007.

• Providing 1st and 2nd level phone support to customers on general and specific website issues.
• Help customers build websites using Dex and Verizon’s Sitebuilder tool.
• Troubleshooting mail routing issues on our Exchange Servers and setting up Outlook/Netscape mail clients.
• Troubleshooting DNS and general Network problems affecting websites.
• Providing support to Interland’s legacy web hosting plans.
• Assisting customers with issues relating to the SSL Verisign and Thawte digital certificates.

Confidential, Call Center; Atlanta, GA. May 2003 May 2004.

• Provided 3rd level technical support for IBM Netvistas and ThinkCenters.
• This is a 100% phone support job talking to customers all over the US with Clarify call tracking system.
• Provided 2nd level technical support on IBM Thinkpads.
• Provided Wireless technical support.

Confidential,Senior Technical Representative: Norcross, GA. December 2002 May 2003.

• Configured Futurewei and Cisco Routers, Switches and Bridges for networks and for video conferencing.
• Troubleshooting 3rd party warranty computers and printers (laser and inkjet), and ordering parts.
• Helped customers in setting up Windows XP in case of a corruption.
• Had extensive phone support setting up client’s hardware and software on both Windows 2000 and XP platform.
• Setup ATM machines for Sunthrust Bank in various locations.

Confidential,:Decatur, GA. June 2002 - November 2002.

• Converted from Microsoft Outlook to Lotus Notes 5.0 on Laptops and Desktops for 6000 employees using CMT.
• Migration of applications from Windows NT to Windows 2000.
• Imaging desktops and IBM ThinkPad Laptops with Norton Ghost.
• Setup IBM Netvista’s on the network, and did a general inventory.
• Laptop deployment and connectivity to the network with software and hardware testing.
• Instructed approximately 2500 end users on how to use Lotus Notes 5.0 after the setup.
• Setup Blackberry and Palm Pilots for Lotus Notes.

Confidential, Junior level DBA: Marietta, GA. September 2001-June 2002.

• Designed, developed, and modeled the database using Erwin.
• Database Administration, Network Monitoring using BMC Patrol and Whasup Gold.
• Database Upgrades, Performance tuning, and administering backups and recovery.
• Analyzing, indexes and clusters against chained and migrated rows and providing solutions.
• Installing UNIX on HP Servers, and setting up, and administering user accounts on the network.
• Troubleshooting Backup problems on UNIX Servers using Veritas and Net Backup.
• Assisted in Windows 2000 migration and supported the applications running on the Oracle Database.

Confidential,Call Center Remote Support Engineer:Marietta, GA.July 2000 June 2001.

• Provided 3rd Level support to Field Engineers on Gateways, HP, Dell and Aptiva Computer setup and troubleshooting.
• Provided extensive technical support for the Bill and Melinda Gates foundation national libraries.

Confidential,Jr System Administrator: Decatur, GA. January 1999 June 2000.

• Created and managed new user and group accounts.
• Configured WINS, DNS, DHCP, and RAS services for the LAN.
• Configured repaired and monitored the Performance of the machines using the SNMP.
• Did all repairs and upgrades on the Networked Laser/ Digital Copy machines and Printers.

Confidential,Help Desk Support Analyst (Contract): Norcross, GA. August 1998 January 1999.

• Installed and upgraded NT Servers and Workstations, for Infocure DR Software.
• Provided upgrade and configuration technical support for clients in the US and Canada.
• Peformed PC cloning with Norton Ghost and built new computers.