SUMMARY:

• To obtain an Information Technology position with a company that provides opportunities for advancement and learning based on strong technical skills and job performance.
• Over 10 years of IT experience including LAN, WLAN 802.11a/b/g/n/ac, WWAN and WAN, VPN technology, and support of WiMAX (formerly known as XOHM) and LTE broadband technology. MSCCM application deployment. Victor and CCure management application deployment. 2FA application deployment. Active directory, Group policy and account management. Mac Client management deployment of Casper suite and JAMF pro. Backup recovery solutions utilization via Code42 CrashPlan and Acronis.

TECHNICAL SKILLS:

SECURITY: Risk management and intrusion detection deployment and of Enterprise level Symantec Endpoint Protection, McAfee, Sophos, Dell Data Protection and Malware Bytes. disaster recovery, firewalls and server authentication techniques. 2FA deployment and utilization of RSA SecurID soft/hard token user authentication. VPN solution deployment and utilization of Juniper Junos Pulse Secure. Network service management administration utilizing Cisco Prime.

OPERATING SYSTEMS: Windows Server. MS Windows XP, Vista, 7, 8.1, 10; Linux flavors, Mac OS X, iOS, Android, Chrome OS.

APPLICATIONS: Microsoft SCCM, Windows MS Office Suite and Mac MS Office Suite. Microsoft Lync, Skype for Business; Ready Talk, Polycom, Unified Communications and Collaboration - integrated presence. Knowledge and experience with VMware ESX and Citrix XenApp, Parallels, WebEx, LogMeIn. Norton GHOST and Acronis backup. MDM solutions including, MobileIron, Good Enterprise, Air watch and BES. VPN software including Cisco Anyconnect, Juniper Junos Pulse Secure, Backup Solutions including CrashPlan, Veritas and Dell Data Protection.

HARDWARE: Lenovo Thinkcentres and Thinkservers, Lenovo ThinkPad, Lenovo X1 tablets, Dell, HP, Apple Macs and MacBook Pro, Windows Surface Pro tablets, Blackberry, Apple iDevices and Android mobile devices. Retinal, fingerprint and VeriFace scan equipment.

PROJECT MANAGEMENT: Needs assessments, budgeting, risk and time management, procurement, project life cycle, cost and budget analysis, resource management, estimating, bidding and negotiating skills.

PROFESSIONAL EXPERIENCE:

Confidential

YNAP Desktop Engineer

Responsibilities:

• Provided Desktop Support for Corporate Office and Warehouse systems and applications.
• Supported In house studio and Modeling sets with MAC OSX Systems for Photographers and Re-touchers.
• Managed and supported iPhone and Android phones via Air Watch MDM system.
• Deployed Applications via Microsoft SCCM console and JAMF Casper Suite for MAC OS
• Managed Print server supporting Canon copiers and Zebra printers.
• Ensured Uptime of all IT systems within required company SLAs
• Kept up with Asset and Change Management system pro-actively.
• Provided reports to Managers on any changes made to systems when working on projects.
• Upgraded 200 Desktop and 150 Laptop computers in the warehouse to new HP systems.
• Supported Office 2010 and 2013 suite
• Managed Sophos Antivirus server and kept systems up to date with latest security patches
• Traveled to other sites for backup
• Provided 24/7 on call support as required and needed.

Confidential

Systems Administrator

Responsibilities:

• Setup and maintained Windows/Mac OS systems and cloud based environments identifying potential issues with company clients.
• Managed Active Directory with creation, change and deletion of user accounts. Group policy, organizational units, authorization, identity access and access privileges to directories, workgroups and domains.
• Responsible for managing onboarding and off boarding process with adding, removing end user accounts, updating/resetting passwords in end user account information.
• Managed MS Sharepoint, Exchange and Office.
• Managed RingCentral VoIP systems enduser setup, monitoring and network bandwidth issues.
• Managed MDM and MAM on iOS devices.
• Managed office location HID badging system for user and group access.
• Updated, patched configured Windows systems in MS SCCM
• Deployed and decommissioned new, reissued existing workstations and servers.
• Developed and maintained written use, installation, configuration procedures and troubleshooting processes in the IT Knowledge base documenting details about new implementations.

Confidential

Hardware Technician

Responsibilities:

• Provide support during Project based assignment.
• Provide knowledge and insight on HP Folio hardware upgrade process.
• Diagnose and repair corporate issued end user hardware.
• Product configuration and test.
• Maintain and update configuration checklist.
• Assist with implementation of new SSD and flash upgraded internal storage.
• Maintain current knowledge of hardware and software systems.

Confidential

Senior Mobile Support Engineer

Responsibilities:

• Provide support and maintain the corporate enterprise mobility devices to all company employees and staff.
• Provide second level support to internal clients as necessary and participate in the deployment of new technologies.
• Provide solutions as driven by the internal architect and engineering teams.
• Develop, organize and maintain operational procedures.
• Document both technical and non-technical procedures utilizing Service Now.
• Obtain reports on usage and inventory of wireless devices utilizing Mobile Iron and Good Technology.
• Troubleshoot a wide variety of mobile devices including Apple, Blackberry, Windows Mobile and Android devices.
• Provided mobility support configuring and administering MDM profiles, application management, ActiveSync email synchronization troubleshooting utilizing Exchange, AirWatch, Active directory.
• Provide technical support with iPass, Good and Mobile Iron with a wide array of mobile devices.

Confidential

Executive Support

Responsibilities:

• Provide daily high end support to high value Corporate Executives, Senior Management and above.
• Provide high level of technical proficiency that requires strong communication skills and welcoming presence.
• Perform general maintenance task and resolve issues immediately within role of support scope.
• Identify and escalate out of role of support issues to a higher level of support immediately.
• Conduct one to one designed to educate on basic and specialized applications.
• Provide timely support for a wide array of IT equipment, software and conference room systems.
• Provided mobility support for Apple iPads and iPhones, configuring and administering MDM profiles, application management, ActiveSync email synchronization troubleshooting utilizing Exchange, AirWatch, Active directory.
• Provide technical support at meetings, events and conferences to assure seamless execution.
• Assist with any planned or unplanned changes and upgrades with high-level corporate executives.
• Proactively manage and inform Administrative assistance of issues that may affect executives.
• Work closely with teams across IT department when needed.

Confidential

Deskside Technician

Responsibilities:

• Provide daily support to all end users with installs, configuration, and maintenance of all desktops, laptops, workstations and software systems.
• Provide technical support regarding system configurations, program usage, and hardware functionality to all end users.
• Record problem systems and status information using Service Now ticketing system.
• Provide problem determination within Windows 7, Linux and Mac OS X in a domain environment.
• Provide problem determination within MS Office Suite and Mac Office Suite.
• Provide support with VPN technology and 2FA.
• Undertaken special projects such as; Deployment and implementation of Internal Audit Systems, Server upgrade and client installs of Management software for Unified Security System.
• Monitor high severity incidents to ensure resolution within communicated Service Levels.
• Conduct virus remediation using McAfee Enterprise Virus scan and malware detection software.
• Deliver and install special order equipment as directed.
• Build and deploy corporate issued equipment with required corporate image.
• Adhere to company policies and Standard Operating Procedures to resolve issues.
• Provide Level 3 Deskside support imaging and hardware support, utilizing MS SCCM.
• Data recovery and image restore utilizing CrashPlan Backup recovery.

Confidential

Senior Technical Associate

Responsibilities:

• Provide daily phone support for all end users within the Firm for all components of the IT infrastructure and Application Support. This included guidance, assistance, coordination and follow-up on questions, problems on all system applications, hardware and software.
• Record problem systems and status information using; REMEDY and Service Now ticketing system.
• Ensured service delivery adherence to established service level agreements, through proactive monitoring and support of call volumes to attain required call captures to meet department goals.
• Support client service professional of all levels within the Firm and as such should be sensitive to the political implications of all decisions Interpersonal skill and documentation creation and proofing.
• Troubleshoot workstation access, applications software and functional application support, using knowledge of network operating systems or notifying the appropriate support organization.
• Support mobile devices utilizing MDM solutions such as Good for Enterprise, MobileIron, BES10
• Support the implementation and deployment of internal business systems and solutions. Maintain technology guidelines, operating procedures and support documentation.
• Proactively maintained communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status.
• Handled escalation process for outages and inform engaging parties.

Confidential

Technical Support Engineer

Responsibilities:

• Provided daily phone support with troubleshooting hardware and software related issues on IBM ThinkPad laptops, Think Centre desktops and IBM peripherals
• Utilizing remote solutions to Remote Takeover through VPN’s to identify and resolve issues concerning biometric security equipment, wireless encryption, and connectivity issues, even if the system is down with a virus/worm
• Walkthrough re-image process using ThinkVantage Rescue and Recovery to deploy critical updates quickly, assist end users with data recovery when the primary operating system will not boot Consistently exceed all metrics and goals
• Provide level 2 supports to special accounts and internal IBM employees based on SLA
• Implement effective customer satisfaction strategies by identifying and eliminating the root causes
• Diagnose software configuration issues within IBM/Lenovo Think Vantage Technologies; such as Image Ultra builder, System Migration Assistance, Access Connections, Active Protection, Client Security Solutions, Secure Data Disposal, and Hardware Password Manager
• Provide e-mail and phone assistance for laptop, desktop and mobile support
• Assistance deploying images utilizing IBM Image Ultra builder and System Migration Assistance