Objective: Apply my several years of pc support and network administration experience toward supporting a company’s information technology infrastructure and delivering superior customer satisfaction.

• Strong technical support background includes troubleshooting and repair of pc’s, networks, hardware and software. Specialized expertise in Windows-based network infrastructure.

• Superior skills in communication, customer service and time management. Experienced maximizing productivity by working effectively with both internal and external clients.
• Hardware:
• PC upgrades/ maintenance, Compaq ProIiant servers, Dell PowerEdge servers, IBM E-Servers, Dell/IBM desktops and notebooks
• Networking Ethernet hubs and routers. Network firewalls, a/b/g wireless networking.
• Software:
• Software installation/upgrades, Active Directory, DHCP, DNS, SMTP, TCP/IP, FTP, WINS, VPN, IIS 4.0/60, Exchange Server 2000/2003, Symantec End Point Protection, Symantec Ghost, Norton Antivirus Corporate, PC Anywhere, Word Perfect; Microsoft Professional; Microsoft Office Suite; MS/DOS; Oracle; Visual Basic; SQL; Cobol; Visio; Novell 4.X; Unix; Overland; Cisco; Citrix; PDA’s; Apple; Adobe Suite; Quark; SolidWorks; CadKey; AutoCad; Spybot; McAfee; Clarify; Vantive; Blackberry; McAfee Ghost; Active Directory; Remote Access, SonicWall
• Operating Systems:
• Microsoft Windows 7, Windows Vista, Windows XP, Windows NT4, VMware, Windows 9x/ME, Virtual Machine, Novell Netware 4.11

Professional Experience 

June 2007 – September 2009
Confidential Atlanta, Georgia
Service Desk Analyst/Field Support Rep. Responsible for resolving calls from US, UK and Australia consisting of hardware and software issues or escalating to appropriate groups. Provided onsite support for local office, and performed all tested of new OS and software upgrades. Administered P-Synch system for all regions. Created network and email accounts for new user, setup computers for new users and ensured delivery of equipment when necessary and updated company phone lists and email address books. Assists with the inventory management of software licenses, software, hardware, and other IT supplies. Also handled purchases of software, hardware and other IT supplies.

ACCOMPLISHMENTS

• Successfully migrated all American users to new P-Synch system
• Successfully upgraded local office to Windows Vista and some machines with Vista and Virtual Machine
• Successfully created a loaner inventory from recently upgraded machines

June 2005 – March 2007
Confidential Alpharetta, Georgia
Desktop/Network Technician. Initially retained as desktop technician for multiple sites consisting of more than 1000 users. Daily tasks consisted of help desk level II and III calls from system rebuilds to server builds. After 7 months moved to the IT integration team responsible for going to recently acquired companies and changing out all IT infrastructure. Upon completion of 8 month tour with IT integration team returned and was made single technician for client site consisting of 250 employees. Responsible for daily IT issues including but not limited to daily desktop issues; server and switch issues from cable to maintenance to rebuilds and racking.

ACCOMPLISHMENTS

• Successfully migrated 7 companies to fully functional Siemens operating companies
• Successfully migrated 150 users to new location including servers, switches and printer migration

September 2004 – January 2005.
Confidential Atlanta, Georgia
Wireless/Setup Contractor. Setup administrator for wireless communications company. Main system was Strix Systems Access/One Network, which is a fully wireless infrastructure that employs mesh architecture. System is setup directly on top of pre-existing network.

ACCOMPLISHMENTS

• Successfully setup wireless technology on the two IT departments of Fulton County Government
• Successfully setup new home developments with wireless access for new residents

February 2001 – August 2004. 
Confidential Atlanta, Georgia 
Network Administrator. Lead administrator for 400 user environment within the Atlanta area consisting of two Windows and two UNIX servers. Lead technical contact for the four out of state branches and two branches in Canada. Conducted migration of NT network to 2000 network. Performed all active directory administration, server and desktop administration. Worked daily with all network protocols, switches, routers and hubs. Performed daily tape back-ups and subsequent restores as needed. Performed migration of independent and non-networked computers into the network. Assisted with the roll out of real-time manufacturing database for internal and external access. Coordinated and administered all anti-virus updates and patches. Fluent with VPN, Exchange and Citrix software. Identified and implemented necessary (software/hardware) upgrades. Performed all cabling consisting of daily patch and frequent long distance cabling needs within the office and plant. Created/coordinated disaster recovery and quality assurance plans and procedures. Provided support for all end users in the election, procurement usage and maintenance of software and hardware.

ACCOMPLISHMENTS

• Successfully migrated 400 users from NT to 2000 and XP
• Successfully upgraded all users to current version of Office 2003 and Norton Anti-virus

June 1999 – January 2001
Confidential Atlanta, Georgia 
PC/LAN Analyst. Provided day-to-day customer support for end user community and a small percentage of external clients experiencing problems with desktop hardware, software and other computer related technology issues and inquiries. Acted as first point of contact for any PC/LAN related issues. Interviewed users to collect information about problems and lead user through diagnostic procedures to determine the source of error. Upgraded hardware and software when required. Maintained equipment and peripheral devices. Provided support to LAN administrators in the replacement of servers and assisted with the configuring of personal computers to map to new servers. Assisted in making all necessary networking cable for servers and personal computers. Responsible for reading all reel and cartridge tape information sent to the company and responsible for writing all outgoing reel and cartridge tapes.

ACCOMPLISHMENTS

• Successfully networked 150 users to new servers
• Successfully upgraded all users to Windows 2000 OS

December 1996 – November 1998
Confidential. Atlanta, Georgia 
Assistant to the Vice President. Assisted with client scheduling, marketing, new product development, the production and coordination of corporate presentations and volunteer projects. Acted as Liaison and aide to Vice President during training sessions and daily appointments. Responsible for client relations, which include contract negotiations, preparing reports and proposals, writing evaluation summaries and the drafting of tailored course material. Served as liaison for consultants between home office and clients. Responsible for the management of the organization’s information systems and the set-up, testing and deployment of the company’s personal computers, printers and other computer peripheral equipment.

ACCOMPLISHMENTS

• Successfully upgrade computers to most current OS and performed daily maintenance

Education

Computer Information Systems

Psychology