Summary

• A+ Network, CNE, MCP, MCDST, CCNP and Security certified professional
• Over 15 years experience in Network and desktop support
• Hands on experience providing technical support for various cellular/wireless systems and Blackberry Handheld devices, iPAD, iPhone, Image deployments for Dell, IBM and HP (laptops and desktops).
• Extensive experience with Windows 2000/2003/2008, MS Clusters, Active Directory, VMware, Netbackup, Symantec, SQL, IIS Web Services, WINS, DNS, DHCP, SCCM, SAMBA, HPCA, Exchange, Lotus Notes. HP/Proliant, HP Blade Servers, Altiris Server deployment, VBScript, TCP/IP, Ethernet, SCCM, HPCA, Flexera AdminStudio, and Wise Package Studio
• Fiber, Wireless Networking, WAN devices, Cisco Routers, and Communication Gateways.
• Provided phone support for over 3000 users for Microsoft office, IE8, Windows XP/VISTA/7
• Installed Windows XP operation system on desktop and laptop computers, Knowledge of Macintosh OS 9, OS X, and fixing Apple hardware .
• Understanding of LAN and WAN Internetworking Devices: Functions of Internetworking, Linking Devices (Repeaters, Bridges, Routers, and Gateways. Configuring, Routing IP Addresses, Subnetting and knowledge of Frame Relay and ATM Switches

Education:

• AAS, Computer Operations and Programming College of Automation, Chicago, IL.

Certifications:
A+, NETWORK+, MCP, MCDST CCNP, SECURITY+

Professional Experience:

Confidential
Desktop, LAN, and WAN Support
09/11-02/2012

• Strong installation and support of Microsoft Windows and Exchange family products in an enterprise environment. Upgraded and deployment of Windows Application Servers.
• Sync of mobile devices (Droid, iPhone, Blackberry, iPAD) to several email system including Outlook, Sendmail, Lotus Notes, Gmail, iCal, Thunderbird, Apple Mailand Entourage.
• Proven knowledge of network protocols and applications such as DHCP, DNS, SNMP, SMTP, FTP, LDAP, IMAP, NSLOOKUP, SAMBA and POP. Proficient in Active Directory and SCCM
• Familiarity with network connectivity technology such as routers, switches, DSL, T1, WI-FI, Firewalls, VPN, and RSATokens. Excellent problem solving skills in Win7/Server 2008, Mac,  And Linux. Strong VMware experience. Linux Account Management
• Working knowledge of software integration using Microsoft Windows Server technologies.
• Basic understanding of SQL and Oracle database environments,
• Administer VMware and Citrix farms, VDI Technologies, Remote desktop protocols
• Strong experience with layer 2/3 switching, layer 3 routing, VPN, SSL VPN, Citrix/Terminal Services, and JAMF Software Casper Suite. Experienced in desktop deployment tools including Symantec Ghost, USMT, Office 2003/2007 administrative installations and WSUS.
• Managing and training of desktop team with technical documentation, Guiding desktop and helpdesk team with new technology training.
• Provided Tier III/other support per request from various constituencies. Investigate and troubleshoot issues. Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary

Confidential, Chicago, IL
LAN Administrator 
11/10 –09/11

• Provided technical support for Windows 7, 2008, Macintosh OS 9, OS X, and Vista operating systems. Provided LAN / WAN / VLAN support and maintenance.
• Provided users with Remote access – token distribution and software upgrades
• Provided iPAD, iPhone, Blackberry, Droid, laptop and desktop support
• Workstation hardware (servers, PC’s, printers etc.) – coordinated installations, maintenance, upgrades, warrantee management, de-installation / re-installation for office moves, repairs, and inventory management. Supported, and maintained Citrix
• Answered questions and resolved problems regarding PC hardware and software including Microsoft Office Suite 2003/2007/2010. LAN, VLAN, WAN and Server hardware installations, maintenance, upgrades, warrantee management, and inventory management.
• Server software - installations, upgrades, and inventory / license control. Server backups – verification, tape management and testing.
• Configured and integrated Microsoft Office (XP, 2003, 2007, 2010) on Windows XP and Windows 7 desktop computers.
• Supported and administered all methods of communication with Exchange: ICA, OWA, ActiveSync, Outlook, Blackberry and Lotus Notes (7.0/8.5).
• Create up-to-date documentation of the environment as it grows.
• Managed user accounts and mailboxes, including Organizational Units and Group Policy. Manage computer accounts. Understand Active Directory best practices, management of Active Directory objects and modification of attributes. Managing and training of desktop team with technical documentation, Guiding desktop and helpdesk team with new technology training.
• Configure, manage and support SMTP infrastructure including mail security gateway. Understand associated DNS records, such as MX, A and SRV.

Confidential, Chicago, IL 
Executive Desktop and Network Analyst
02/08 – 09/10

• Provided executive support for the State of Illinois. Supported Senators, Governors and high level Executives
• LAN Administrator of Windows 2000/2003/2008 servers, experienced with Active Directory, Exchange, Group Policy, SQL 2000/2005, Novell 5.0 E-directory, GroupWise, and Zen works. Desktop backup and restoration procedures. Remote workstation support.
• VERITAS backup solutions, Citrix, SAN NAS, VMWARE, experience with HP and IBM/Lenovo desktops and laptops. Experience with inventory and software distribution technologies Experience supporting and deploying Symantec Antivirus, Symantec Ghost, VPN/Token/RSA, Excellent Customer Service and team-work skills.
• Advanced PC Desktop/Workstation XP/2000/2003/Vista/7, Oracle, Tibco, Sql Server 2005, Business Objects (Crystal Reports), Adobe Creative Suite 4, SMS 2005, Attachmate, TSO, Microsoft Access, Visual Source Safe, and Visual Studio 2003 / 2005.
• Strong verbal/written communication and interpersonal skills Experience with Windows 2000/2003, MS Clusters, Active Directory, VMware, Netbackup, Symantec, SQL, IIS Web Services, WINS, DNS, DHCP, Exchange, Lotus Notes(v6.5/8.0). HP/Proliant, HP Blade Servers, Altiris Server deployment, VBScript, TCP/IP, Ethernet, Fiber, Wireless Networking, WAN devices, Cisco Routers, and Communication Gateways. Experience with Altiris Software Deployment to users’ profile
• 2nd and 3rd level support for SMS infrastructure problems. 2nd and 3rd level support for SMS client related problems. SMS Report Management. Active Directory and SMS script Writing. Some SQL Query Development (related to SMS database).
• Overall understanding of software package development via Wise and SMS. Software configuration management. Technical writing/documentation. Recommends and implements policies and standards and ensures adherence to security procedures.
• Training documentation. Microsoft patches distribution and testing. Overall infrastructure security monitoring. Fully Cisco Based PIX Experience, Wireless VOIP, Order and install exchange, WAN and Internet connectivity, as needed/approved. Lotus Notes Email services. Blackberry enterprise activation and device troubleshooting.
• Detailed knowledge of Windows XP, 7 and Vista (installation and troubleshooting)
• Experienced with Cisco 1700, 1800, and 7200 routers, Cisco 2900 and 3500 switches, PIX firewalls, Cisco CatOS, Cisco IOS and 7900 IP Phones. Used Remedy 7.0 and Clarify
• Installed and tested operating system and application software on UNIX/Linux server platforms, Administer and tune UNIX/Linux servers for optimum operating efficiency, Assist with architecture and configuration of VMware environment.

Confidential, Buffalo Grove, IL 
Technical Support Specialist 
08/07 – 02/08

• Phone and client side support for over 2000 users: Microsoft Office (2000/2003/2007), Advanced PC Desktop/Workstation XP/2000/2003, Oracle, Tibco, Sql Server 2005, Business Objects (Crystal Reports), Adobe Creative Suite 4, SMS 2005, Attachmate, TSO, Microsoft Access, Visual Source Safe, and Visual Studio 2003 / 2005
• Technical support for various cellular/wireless systems and Blackberry Handheld devices, Image deployments for Dell, IBM and HP (laptops and desktops).
• Diagnosing, troubleshooting, repairing and debugging routine hardware, software, or networking equipment problems. Experienced with Cisco Pix, Checkpoint and Net screen firewall policy.
• Set up User ID’s on the server and Desktop for Lotus Notes vs. 6.2/8.0
• Review, install, maintain and test operating system and application software on UNIX/Linux server platforms, Administer and tune UNIX/Linux servers for optimum operating efficiency, Assist with architecture and configuration of VMware environment
• Networking concepts: TCPIP, DNS, WINS & DHCP, SMS: Application and Patch Deployments
• VPN Client Administration & Installation, Active Directory Administration Users, Groups and Computers, Symantec Anti-Virus Corporate Edition(Managed Environment)
• Provides technical support and training to end-users; Administers network security; Sets up new users and deletes old users from the network; Provides complex server maintenance; Maintains current knowledge of relevant hardware and software applications as assigned; Participates in special projects as required. Desktop backup and restoration procedures. Experienced in desktop deployment tools including Symantec Ghost, USMT, Office 2003/2007 administrative installations and WSUS.

Confidential, Lombard, IL 
Desktop and Network Technician 
02/04 – 12/07

• Phone support for over 1000 users for Microsoft office, IE6, Windows XP and 2000
• Installed Windows XP operation system on desktop and laptop computers, Knowledge of Macintosh OS 9, OS X, and fixing Apple hardware
• Upgraded servers from Windows NT to 2003, Supported applications, printers, storage and networking infrastructure (wired and wireless).
• Phone support for Cisco inscription VPN modems for over 250 users
• Responsible for the configuration of Storage Works MSA100, Cluster Servers, Active Directory, and DNS
• Supported VoIP, TDM phones and voice mail systems
• Experienced with Cisco 1700, 1800 and 7200 routers, Cisco 2900 and 3500 switches, PIX firewalls and 7900 IP Phones
• Provided support to Branch Managers and users. Good understanding of network communication equipment such as firewalls, routers, switches, and hubs
• SMS 2003 Operating System Deployment, Customizes and manages the settings for individual deployments, including notifications, distribution settings, and network settings, Deploys OS images using the highly customizable task-based SMS 2003 infrastructure
• Proficient with Ghost imaging software, Windows Remote Desktop and Terminal server, Working knowledge of Office 2003/2000, including Outlook and Exchange, Lotus Notes 6.5, and LANDesk
• Set up User ID’s on the server and Desktop for Lotus Notes vs 6.2
• Strong Understanding of TCP/IP connectivity, Novell 5.0 and Zen works 4(NAL), Citrix environment, Microsoft SQL Servers and Client, Blackberry/Treo Support
• Troubleshoot network performance issues, server issues, and connectivity issues, Schedule and resolve virus protection and patch management issues, technical knowledge of VERITAS Netbackup 5.x with Virtual Tape Library solutions, NAS, and SAN Systems.

Confidential, Oakbrook, IL 
Desktop and Administrative Support 
9/01 – 12/03

• Coordinated and provided an interface for users and project changes
• Phone support for IBM inscription VPN modems for over 200 users
• Responsible for upfront involvement regarding deliverables and customer support of equipment (PC, Blackberry/Treo Support and Phone service)
• Processes strong Microsoft Office skills in a business environment
• Did installations and configurations in Windows 95/98/NT/2000 desktop/server systems
• Technical knowledge of DNS, Active Directory, IIS, and MSA100
• Provided user support in Novell Netware and Windows environment, including adds/changes/and supporting desktop issues. Support applications, printers, storage and networking infrastructure (wired and wireless).
• Provided Cisco router and switches support and administration
• Microsoft SQL Servers and Client, SMS 2003 Operating System Deployment, Customizes and manages the settings for individual deployments, including notifications, distribution settings, and network settings, Deploys OS images using the highly customizable task-based SMS 2003 infrastructure
• Experience with VoIP, TDM phones and voice mail support systems.
• Troubleshoot network performance issues, server issues, and connectivity issues, Schedule and resolve virus protection and patch management issues, technical knowledge of VERITAS Netbackup 5.x with Virtual Tape Library solutions, NAS, and SAN Systems. Set-up and disassemble servers.