SUMMARY

• Having over 10 years of IT industry experience gives my technical abilities and insight that surpass other IT professionals in my career field.
• End User experience based on customer service with knowledge transfer and improved documentation of processes to improve the support experience is my highest priority as an IT professional.
• Networking, Virtualization, automation and disaster recovery have been my skill focus while proving superior technical support to improve the overall end user experience.
• I would like to obtain a challenging position with a progressive organization in an effort to maximize the use of my technical skills and knowledge of multiple platforms, software, hardware, network topologies and a specializing in the end user experience.

TECHNICAL SKILLS

Operating Systems: Novel Server 3x/4x/5x, Windows 3x, 95, NT, ME, 2000, XP, Vista, Windows 7, Windows 8, Apple OS Lion, Snow Leopard

Hardware: Hewlett Packard, Compaq, Dell, IBM,Sony, Mac b book, Mac book Pro

Network Architecture and Topology: 10 base T, 100 base T, Ethernet, T1,VOIP, Cisco switches 2950 and 3550, WiFi, TCP/IP, DNS, DHCP

Software: Microsoft Office 365, Windows Azure, SCCM 2012 R2, Zero Touch Installation, Office 2007, 2010, 2013 IE - Email GroupWise7 and 8, Lotus Notes, AirWatch, Trend Micro Data Armor, Microsoft Forefront Endpoint protection, Lynch, Office Communicator

Anti Virus: Symantec, Trend Micro, Avg, McAfee, Norton, Malwarebytes,, Mobile Iron

Utilities: VERITAS Backup Exec, SMS2003,Altiris, Dame Ware, MSI, Symantec Ghost, Netmeeting, RemoteDesktop, SCCM, Image X, Windows AIK, Active Sync, Desktop Manager

Other: Call Tracking Systems Heat, Remedy, Tivoli

PDAs: Blackberries, Windows Mobile phones, Androids, Iphones

Printers: Confidential, Lexmark, Canon, Xerox,Epson, Kodak

PROFESSIONAL EXPERIENCE

Confidential - Chicago, IL

Desktop Engineer\Sys Admin

Responsibilities:

• Provided 3rd level C-level executive support
• VDI support resetting profile and force restarts via Citrix Desktop Director
• BYOL provisioning for wifi certificate setup and configuration
• BYOD provisioning for blackberry good access on all mobile devices
• Reserved ip for printers via Infoblox
• Print que setup via print server
• Managed and troubleshot Office 365 issues via Office 365 admin console
• Troubleshoot all hardware and software issues on Lenovo desktops and laptops
• Reset hard and soft tokens via RSA admin
• Bit Locker administration for encrypted devices
• Que manager for Service Now ticketing system

Confidential - Chicago, IL

Senior Desktop Analyst\Sys Admin

Responsibilities:

• Providing 3rd level support to ensure availability of applicatons
• C-level executive support
• Creating batch files and running powershell commands automate processes
• BYOD setup and support of Iphones and Android devices via Airwatch
• Liason between users and network admins to resolve issues
• Provisioned and setup users for Office 365 and one drive busines for connectivity
• Managed and troubleshot Office 365 issues via Office 365 admin console
• Interfacing with application development to assist with deployments and incident resolutions

Confidential - Chicago, IL

Senior Desktop Engineer\Sys Admin

Responsibilities:

• Reconfigured server racks and racked G5 and G6 severs in data center
• Meet standard SLA, via phone, remote assistance, email, instant messaging and in person visits
• Racked switches and routers and powered on
• C-level executive support
• Provisioned and setup users for Office 365 connectivity
• Managed and troubleshot Office 365 issues via Office 365 admin console
• Created images for Confidential zbooks and z600 with Clonezilla
• Imaged Confidential machine with Clonezilla zamba server via FTP and DHCP setup
• Created images for Mac book pros with Deploy Studio
• Imaged Mac book pros with osx Yosemite and Windows 8 for dual boot via disk utility and winclone
• Troubleshoot all hardware and software issues in Windows 8 environment
• Creating OU and users and setting up group policies via Active Directory
• Spyware/Malware removal

Confidential - Chicago, IL

Senior Desktop Engineer/SCCM/ Sys Admin

Responsibilities:

• Converted users from xp to windows 7 via SCCM utility
• Meet standard SLA, via phone, remote assistance, email, instant messaging and in person visits
• Created reports, configured machines in collections, and configured USMT for user data
• Cleared machine policies on failed PXE machines via SCCM
• Trained school technology coordinators on the Dell image assist process
• Power washed and configured policies and wireless connectivity on all Chromebooks throughout the school district
• Used Apple configurator to manage multiple mac devices (install apps, push updates, assign devices to students)
• Install, configure, break fix for Dells, Confidential ’s and Lenovo’s, desktops and laptops
• Used AirWatch to wipe iphone devices remotely, create profiles and pushed Apps
• Performed break fix on all pc’s, mobile devices and peripherals
• Creating OU and users and setting up group policies via Active Directory
• Spyware/Malware removal

Confidential - Chicago, IL

Senior Desktop Engineer/Windows 7 Deployment lead/Sys Admin

Responsibilities:

• C-level executive support
• Created SCCM 2012 R2 OSD plan for ZTI of Windows 7/Windows 8
• BYOD setup and support
• Deployed ADFS for single sign on, active directory synch, dir synch from active directory to Office 365
• Monitored SCCM dashboard for success task completion and failed processes
• Restored failed SCCM client, wmi and various desktop processes via remote desktop
• Used USMT tool for data captures and restores on legacy and target machines
• Created wim file via Windows installation kit
• SCCM 2012 R2 task sequencing, pxe log tracing, adding resources, scheduling packages updating memberships
• Install, configure, break fix, move, add changes with all Confidential and Dell desktops and laptops
• Active directory administration (created users, groups, OU’s, permissions, group policies)
• Monitored and supported mobile devices via Mobile Iron and BES.
• Maintain passwords, data integrity, and system security for the desktop environment via DPM
• Integration of System Center 2012 R2 components, and troubleshoot printers and other peripherals...
• SCCM 2012 R2reporting configuration Evaluate system configurations and software to ensure effective use of hardware resources

Confidential - Chicago, IL

Senior Desktop Engineer\Sys Admin

Responsibilities:

• Served as a tier II escalation point for hardware/software issued in mixed environment Windows 7/Windows
• Deployed ADFS for single sign on, active directory synch, dir synch from active directory to Office 365
• Monitored SCCM dashboard for success task completion and failed processes
• Restored failed SCCM client, wmi and various desktop processes via remote desktop
• SCCM deployment, task sequencing, pxe log tracing, adding resources, scheduling packages and updating memberships
• Install, configure, break fix, move, add changes with all Confidential and Dell desktops and laptops
• Active directory administration (created users, groups, OU’s, permissions, group policies)
• MS Office 2010, 2013 install, config and troubleshooting on desktop and server level via Exchange
• Managed, monitored and supported mobile devices via Mobile Iron and BES.
• Maintain passwords, data integrity, and system security for the desktop environment via DPM
• Configured user profiles and performed data migrations
• Install, configure, and troubleshoot printers and other peripherals.
• Perform preventative maintenance, testing, and repair of computer hardware.
• Evaluate system configurations and software to ensure effective use of hardware resources

Confidential - Chicago, IL

Senior Desktop Engineer

Responsibilities:

• Deployed ADFS for single sign on, active directory synch, dir synch from active directory to Office 365
• SCCM deployment, task sequencing, pxe log tracing, adding resources, scheduling packages and updating memberships
• Install / Setup / Provision of new mobile devices (Apple, Android, Blackberries, Windows Phone)
• Resolve system issues including coordination between users and other IT personnel.
• Escalate complex issues to senior level support specialists.
• Maintain passwords, data integrity, and system security for the desktop environment.
• Simulate or recreate user issues to better understand and resolve reported problems.
• Install, configure, and troubleshoot computers, printers and other peripherals.
• Perform preventative maintenance, testing, and repair of computer hardware.
• Evaluate system configurations and software to ensure effective use of hardware resources

Confidential - Chicago, IL

Senior Desktop Engineer

Responsibilities:

• Responsible for upgrading users from Windows XP to Windows 7 migration as well as an Office 365 migration on approx.
• SCCM deployment, task sequencing, pxe log tracing, adding resources, scheduling packages and updating memberships
• Updated spreadsheet with user's info (old vs. machine name, etc.).
• Troubleshoot Outlook, Windows 7, VPN, hardware/software issues pertaining to the Office 365
• Manage network and system performance and reliability.
• Analyze and tune system performance to identify trends and maintain internal LAN (Ethernet, TCP/IP, and Windows networking).
• Create new users and groups for domain access/rights for FTP site and VPN capability.
• Troubleshoot and repair end-to-end servers, networks, applications, and Windows Operating system issues.
• Reviewed, analyzed, and evaluated end user IT equipment, providing technical direction to users and recommendations on improved utilization.

Confidential - Chicago, IL

Senior Desktop Engineer

Responsibilities:

• Use RoboCopy to copy over user’s data when the capture script fails.
• Responsible for using ERD Commander to retrieve user data when having issues accessing the hard drive.
• Recover Bit Locker password by using the 48 character recovery key.
• Upgrade users (In-Place Upgrade) via external hard drive utilizing the same MPCWin7 image process.
• Update FlexNet Management Platform reflecting any changes to user’s or in-stock hardware for asset management purposes.
• Use Remedy ticketing system to document work progress and resolution. Reset, unlock and check user’s Active Directory account.
• Use Dell’s Zero Warranty Repair or Retire Process tool/website to determine if the laptop is worth fixing or retiring.
• Download and install user required applications. Troubleshoot and educate users on application and outlook issues (PST. NK2 and OST).
• Remove Malware/Spyware and Virus using Malware Bytes, Spybot, Microsoft Forefront End Point Protection, Hi-Jack this and Hitman Pro.
• Address corrupted registry issue using CCleaner Address Driver issues (corrupted) by uninstalling the driver and updating it.

Confidential - Chicago, IL

Senior Desktop Engineer

Responsibilities:

• Responsible for migrating approximately 400 user accounts from Outlook to Corporate Gmail including Desktop, Laptop, Blackberry and iPhones.
• Configured Active Sync for Google Apps on Android and I-Phone devices. Reactivate Blackberry devices for Confidential Blackberry Enterprise Server.
• Provided support relating to the setup and deployment of Personal Computers (PCs), Printers, mobile devices (Cell Phones, Blackberries) within a networked office environment.
• Configured AppleMail and iCal to sync to Google Apps.
• Assisted with configuration of other IMAP/iCal clients including the installation of Google Sync for Outlook.
• Assisted in diagnosis and help request tracking tools, as well as in-person, hands-on help at the desktop level.
• Contributed to exceeding local Service Level Agreements (SLAs) in area of responsibility.
• Tracked and monitored problems until resolved or closed in a timely fashion.
• Assisted in complex end-users conversion and support problems during migration and system enhancement projects.
• Maintained a high- level of expertise in client-based software applications.
• Worked with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Confidential - Chicago, IL

Desktop Support Technician

Responsibilities:

• Performed a complete rollout of Windows 7 and Office 2010, conducted application and image testing and continuously updated user information in SharePoint.
• Provide end user support on a variety of issues related to desktop computers, applications, and related equipment.
• Support, install and test computer systems and peripherals as per established standards and guidelines.
• Interact with application software and operating systems to identify, research, and resolve unique, non-recurring problems.
• Assist staff with installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Train and orient clients on use of hardware and software as needed.
• Recommend and/or perform upgrades on systems to improve performance.
• Help IT staff to determine specifications for hardware purchases.
• Assist with procurement staff to purchase hardware and software.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software while maintaining client hardware/software records.

Confidential - Chicago, IL

Desktop Support Technician

Responsibilities:

• Implemented Outlook/Exchangemigration from 2003 to 2007/2010.
• Performed on-site analysis, diagnosis and resolution of complex issues for end users.
• Supported and evaluated popular applications used by Mac and PC environments.
• Developed the most efficient and cost-effective solutions to all departments served.
• Evaluated current systems, specifications and users for existing business requirement and goals.
• Prepared and installed computers, software and server solutions as required.
• Worked closely with management to prioritize and balance business goals with information system requirements and resources.
• Aided network users in daily computer software and hardware needs.

Confidential - Chicago, IL

Engineering Technician

Responsibilities:

• Responsible for building and deploying Windows XP and 7 desktop images viaZen worksfor new employees.
• Fulfilled move/add/change tickets via heatin call center environment.
• Set up and migratedoutlook profiles from 2003 to 2007.
• Provided application support for Adobe, Lotus Notes, Microsoft Office07 and 3rdlevel desktop support for all company hardware and software issues.
• Installed and maintained local andnetwork printers.
• Provided 1st line technical support; answering support queries via phone, email and fax.
• Maintained a high degree of customer service for all support queries and adhere to all service management principles.
• Took ownership of user problems and remained proactive when dealing with user issues.
• Logged all calls on the call logging system. Responded to inquiries from clients and help resolve hardware or software problems.
• Maintained a log of any software or hardware problems detected.
• Supported users in the use of computer equipment by providing necessary training and advice.
• Arranged for external technical support where problems cannot be resolved in house.
• Granted password reset using Active Directory, RAS, Citrix-MetaFrame, Secure-ID, including installation, configuration and support.

Confidential - Chicago, IL

Desktop Analyst

Responsibilities:

• Maintained all Blackberry handheld devices.
• Provided application support for Office 03and Office 07.
• Configured user PC’s to access server based business applications.
• Assisted customers in resolving complex technical problems by providing guidance regarding software and hardware problems.
• Resolved and/or referred highly complex technical problems as appropriate.
• Followed up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
• Logged and tracked inquiries using a problem management database and maintained history records and related problem documentation.
• Identified, evaluated, and prioritized customer problems and complaints to ensure that inquiries are successfully resolved.
• Analyzed and evaluated inquiry/problem reports and make recommendations to reduce help desk call rates.

Confidential - Chicago, IL

Desktop Analyst

Responsibilities:

• Managed set up and installation of new desktop/ laptop equipment for new employees.
• Documented and updated installation, configuration, deployment and maintenance procedures.
• Installed and configured local and network Lexmarkand Hpprinters (all in one multifunction, etc.).
• Provided end-users with training and instructions on the use of PC’s and related equipment.
• Setup up client outlook 2003 profiles and synchronization on all blackberry handheld devices.
• Applied business/technical support concepts to perform Tier 3 (highest-level) technical support.
• Supported the review of system architecture and recommended improvements to service delivery.
• Analyzed system architecture, planning and implementing more efficient and effective client device management practices.
• Accurately managed IT asset inventory and software licensing compliance.
• Performed hardware repair and maintenance. Identified and addressed complex usability problems.
• Assisted in the preparation of department budgets and business plans involving purchasing new services, hardware, software, and other IT supplies.

Confidential - Chicago, IL

Desktop Technician Specialist

Responsibilities:

• Perform testing of all applications in a client/server environment, coordinate servers, create daily backup tapes, and set up security policies for the domain.
• Responsible for data preservation for existing machines while building PCs and Laptops utilizing Symantec Ghost.
• Create naming conventions and add new workstations to the domain deleting the old workstations from the OU in Active Directory.
• Generate status reports to management, installation teams and users indicating progress.
• Troubleshoot and repair end-to-end servers, networks, applications, and Windows Operating system issues.
• Create new NT users and groups for domain access/rights for FTP site and VPN capability.
• Manage network and system performance and reliability.
• Analyze and tune system performance to identify trends and maintain internal LAN (Ethernet, TCP/IP, and Windows 2000/2003 networking).

Confidential - Chicago, IL

Desktop Technician Specialist

Responsibilities:

• Responsible for troubleshootinglocal and network printer issues (jet direct cards, MIO errors, etc.).
• Conductedbreak fix and move add changes for desktops and laptops.
• Exchanged rollout and set up of outlook profiles and synchronization with blackberry handheld devices.
• Managed projects and applied business/technical support concepts to analyze application problems and resolve complex issues that may have strategic impact.
• Ensured all end user systems have up-to-date anti-malware protection. Created, analyzed, summarized and monitored usage reports.
• Gathered, reviewed, categorized and oversaw ticket assignments for technical support, insuring referral to appropriate level of services.
• Implemented methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
• Analyzed help desk performance through various statistical and reporting methods and implementing changes necessary to improve.
• Escalated and assigned work appropriately.
• Ensured software updates were tested and applied in a timely fashion.

Confidential - Chicago, IL

Desktop Analyst

Responsibilities:

• Migratedusers over to new domain via Quest migratory tool.
• Configured ports for Cisco switch 3550 and patch them over from Cisco switch 2950.
• Experienced with backups and imaging on hard drives utilizing Altiris.
• Responsible for troubleshootingall newly refreshed machines (email, network connections, applications, etc.)
• Recommended and implemented corrective solutions to ensure quick and accurateservice delivery systems.
• Identified computer hardware, software and telecommunications malfunctions.
• Resolved issues ensuring data/system integrity.
• Analyzed problems (both technical and operational) and dispatches IT Services staff and/or vendor representatives to resolve problems.
• Assisted in capacity planning and acquisition of personal computers and other equipment.
• Analyzed, designed, developed, tested and implemented personal computers, servers, and other equipment for data and voice networks.
• Maintained and updated related database(s).
• Worked with staff on customized application development projects and contacted independent vendors.
• Configured and customized complex applications based on user needs. Coordinated user acceptance activities.
• Managed client and server devices in a Microsoft Windows domain, utilizing MS Active Directory, MS Group Policy, MS File Services and MS Print Services.

Confidential - Chicago, IL

Desktop Analyst

Responsibilities:

• Conducted migration from Lotus Notes to Microsoft Exchange 2003.
• Assisted with the daylight savings time patch on all blackberries.
• Responsible fortroubleshooting PC’s and laptops with the remote desktop utility.
• Conducted critical hardware and software updates using windows updates on all machines.
• Configured Cisco IP phones via the Cisco Call Manager Utility.
• Reviewed, responded to and maintained ticket queues in a BMC Remedy ticketing system.
• Maintain and consistently demonstrated a general knowledge of company guidelines, processes, practices, and procedures.
• Identified, troubleshot and resolve first and second level issues concerning network systems.
• Performed routine configuration, installation, and upgrading of network software and/or hardware.
• Provided assistance to the Network Analysts in the design and coordination of network upgrades.
• Performed day-to-day planning in support of resolving production problems.
• Provided training support to data center operations, Help Desk and users on basic first-level problem resolution procedures.
• Through telephone contact, resolved user network problems and received user requests for implementation of basic network moves, additions, and changes.
• Resolved vendor related network problems and discuss basic changes to vendor services.
• Performed network monitoring and regularly scheduled testing to ensure maximum operational efficiency and availability of networks.

Confidential - Chicago, IL

Migration Technician

Responsibilities:

• Recorded bandwidth levels for all connectivity issues on laptops and desktops using network sniffer.
• Migrated allusers from Novel GroupWise to Microsoft Exchange 2003 via Quest GroupWise Migrator tool for exchange.
• Diagnosed and corrected PC related equipment (defective drives, reloading drivers, etc.).
• Responsible for joining all work stations to the domain.
• Collaborated with internal and external technicians to ensure efficient operations of the company workstations and server environment.
• Managed the deployment of a significant number of desktops/laptops using industry standard tools, like Symantec Ghost, MS Systems Center Operation.
• Minimized trouble calls, security risks, and in-person visits to workstations.
• Provided technical support and guidance through Tier 2 support and works with vendors to resolve Tier 3 issues.
• Configured, installed, monitored and maintained user's desktop software and hardware as well as supporting mobile workforce.
• Provided consultation to users on all aspects of end-user computing and desktop-based LAN systems software.
• Maintained and documented desktop application packages, participated in the testing and evaluation of new desktop packages.
• Responded to user and technical problems providing support as needed.
• Troubleshot and performed minor repairs on desktop computing equipment.
• Reviewed, analyzed, and evaluated end user IT equipment, providing technical direction to users and recommendations on improved utilization.