Summary of Qualifications Broad knowledge base in information technology field. Strong hardware configuration and trouble-shooting skills. Demonstrated understanding of the TCP/IP protocol. Proven tract record for solving complex and ongoing issues. Familiarity with multiple remote access methods. Solid time management and work documentation skills. Remote support specialist with six years of solid experience supporting international remote users. ITIL foundation trained support methodology. Good telephone etiquette. Superb customer service oriented character traits. Professional attitude. Technical Expertise

• Ticketing Systems: Remedy, HP Service Manager, IBM Maximo, Heat, as well as Seibel Based Systems.
• Operating Systems: Windows 2007, Unix, Linux, AS/400, and Apple Macintosh OS X.x.
• Mainframe Technologies: VAX, VMS, SSH, WYSE, Putty, Hummingbird, Reflections.
• Hardware: Laptops, desktops, servers, including all printed circuit assemblies/boards, printers, and routers.
• Software Installation and Configuration: Active Directory, Microsoft Office, Oracle, Cognos, Lotus Notes versions 4-6.5.4, Norton Ghost, Remedy Action Request System, KBOX, Citrix Plug-in, Thinprint Technologies, Nautilus, and Inform Architecture, MS SCCM.
• Handheld Devices: Blackberry, Iphones, Ipads, and Droid Good for Enterprise.
• Remote Connectivity Troubleshooting Expert: RSA, VPN, Citrix Plug-in, WiFi, TKIP, AES, WPA, WEP.

Employment

Data Center Operations Engineer/Access Analyst Data Security Confidential

Perform break/fix, rack and stack, installs, server moves, server configuration, performing upgrades, troubleshooting, decommissioning, and cable engineering for 2,500 server data center. Document all work performed utilizing Prime, ITSM change management , and hp Service Manager. Support Cisco, Juniper, Blue Coat, f5, hp, IBM, Dell, EMC, Checkpoint, and Oracle Sun devices. As Access Analyst processed new access requests, modifications, and revokes for over forty home loan and insurance applications. Met or exceeded one hundred tickets per day quota for access request completions. Applications include FannieMae, Freddie Mac, National Data Center, as well as internal banking applications.

Confidential

Sr. Deskside Support Technician

Supported local and remote users in a Tier II Level support role for two campuses. Tasks included installing applications including entire MS Office Suite of programs, Adobe Acrobat and CS4 Suite Applications, Oracle, Nautilus, Keavt/Zavacor, deploying workstations and laptops, and troubleshooting lab computers/instrument controllers and high capacity Intermec and Printronix printers . Used Active directory to create/clone accounts, manage group permissions and reset/unlock passwords. Used IBM Thinkvantage/Landesk to perform administrative tasks as well as Microsoft SCCM. Documented all issues using IBM Maximo. Utilized inventory tracking system. Resolved issues within Sevice Level Agreement guidelines. Provided client side support for robust Citrix environment. Administer RSA tokens used to connect securely via VPN. Assisted other technicians in a collaborative work environment.

Technology Support Analyst

Confidential

Supported remote as well as local users in a follow the sun ITIL based support role. Tasks included installing applications including all entire MS Office Suite of programs, Adobe, Inform, Oracle, Toad, and ipass connectivity. Used KBOX administrative console to deploy applications and patches. Used Active directory to create/clone accounts, manage group permissions and reset/unlock passwords. Documented all issues using Seibel based action request system. Perform weekly inventory of all hardware kept in IT workroom. Ensure site has network connectivity at all times by working with vendor and monitoring techniques. Resolved issues within Sevice Level Agreement guidelines. Provided client side support for robust Citrix environment.

Helpdesk Technician

Confidential

Provided support across all helpdesk queues as night agent in twenty four hour helpdesk support center. Supported Lotus Notes 6.5.4, Microsoft Office, PC LAN issues, manufacturing applications, and all Business Applications used within Eli Lilly corporation. Supported all Unix and AS/400 environments as well as Microsoft Windows XP and Server 2003 technologies. Supported SQL based Dendrite's Force Pharma Application. Supported Lillynet collaboration spaces built with Microsoft Sharepoint. Utilize Active Directory regularly. Mapped Network Drives and Printers for users. Supported remote access system based on RSA SecureID token technology. Use Altiris Carbon Copy for remote access. Document all calls using Remedy Action Request System. Provided client side support for robust Citrix environment.

Tier III Lotus Notes Support Specialist

Confidential

Provided remote support for Lotus Notes migration from various previous versions of Lotus Notes to version 6.5.4 for a 180,000 person Novell Netware user base on a third teir support level. Configured Lotus Notes in a multi-user environment and used trouble-shooting expertise to isolate root cause of any issues. As a member of the Lotus Notes Research and Development team, I assisted with creating and running agents to identify owners of inactive databases as well as mail files to minimize security risks and used Lotus Notes and Domino Designer to create mass mailings to gather critical system information for administrative purposes.

Confidential

Tier II Desktop Support Technician

Started at Hillenbrand performing remote support for Lotus Notes migration from previous versions of Lotus Notes to version 6.5.4 before advancing to Teir II role. Performed install, move, add, and change IMAC duties for a 10,000 person user base including hardware and software configuration and troubleshooting on Microsoft Windows 2000 Professional, Microsoft Windows XP, and Macintosh OS X machines. Provided support for Lotus Notes migration to version 6.5 using Automated Deployment Toolkit ADT and provided support for Lotus Notes migration to version 6.5 using Automated Deployment Toolkit ADT . Configured Lotus Notes for multi-user environments using ID switching as well as multi-user WYSE Terminal implementations.

Installation Technician Level II

Confidential

Ran ground wire, power, and installed various telecom equipment for SBC, ATT Wireless, and Cingular including Cisco, Juniper, Alcatel and Adtran brand equipment. Installed various telecom/network cabling including twenty-five pair, fiber optics, and category 5 and connectorized various cable including RJ45, Bayonet Neil Concelman BNC , wired blocks, and punchdown patch panels.

ADSL Technician Confidential

• Installed Sprint DSL service and local area networks in residential as well as commercial
• settings. This included wiring orders at frame in central office prior to customer premise
• visit, installing splitters, and working with inside wiring. Set up DHCP, static, and
• multiple static IP addresses. Was responsible for troubleshooting connectivity issues for
• existing customers as well. Worked with Microsoft, Macintosh, and other operating systems.
• Used laptop for receiving, editing, creating, and closing service orders.

Remedy Call Coordinator Confidential

Accepted user created trouble tickets and generated trouble tickets garnered from voicemail. Routed tickets to appropriate resolver groups within Aimco Field Support Services. Worked with queries to provide management insights in to Service Level Agreement metrics and individual technician's performance.

Field Service Technician Confidential

• Performed break/fix services on desktop and notebook computers for Dell and Gateway.
• Installed and configured wireless networks as well as general computer setup for Gateway.
• Adhered to troubleshooting procedures set forth by Dell and Gateway when part replacement failed to resolve issue. Worked closely with Dell and Gateway technical support to insure customer satisfaction with problem resolution. Used RIM device for receiving, editing, creating, and closing service orders.

Confidential

Manufacturing Associate III

• Diagnosed and replaced various defective printed circuit boards which failed diagnostic testing. Position entailed troubleshooting operating system issues as well. Re-imaged software/operating systems via LAN. Assisted product engineers and process technicians to determine whether failures were hardware or software related. Serviced all Compaq and Hewlett Packard consumer, commercial, and server lines. Thoroughly documented work performed and part numbers of all damaged or defective parts replaced. Assisted subordinate
• technicians in a team lead role.

Technology Center Lead

Confidential

• Performed upgrades and installations of hardware components including mainboards , printed circuit assemblies as well as software/operating systems. Diagnosed and replaced defective computer
• components. Advised subordinate technicians, and assisted sales floor associates when needed. Thoroughly documented all work performed.

Electronics Associate II

Confidential

• Provided information and demonstrations on computers, peripherals, and software. Set-up
• and maintained up to twelve demonstration models. Refurbished returned computers for re-sale. Provided technical support and customer service to current and prospective customers.

Skills

• Excellent verbal and written communication skills.
• Superb organizational work habits.
• Highly motivated towards goal achievement.
• Strong analytic abilities.
• Work well in team environment as well as under minimal supervision.