SUMMARY:

• Migration in 2012 Windows 95 to Windows 7
• Migration of 2000 end users
• Migration of hardware including desktops and Thin clients, Deviants
• Using both onside and remote tolls like VMware, Citrix, Zen servers, log me in 123
• Moving data bases from Zen server to server
• Moving Local information from local machines to Citrix environments
• Moving local pst to server and reconnecting to new mail boxes
• Installing new IP printers on new devices
• Gave users daily technical support on new process
• Migration in 2010 Lotus notes to Windows exchange 2010 and 2013
• Migrated 10,000 end users
• Monitor internal network printers and devices and maintain them.
• Provide Hardware & Software support.
• Design system reports. Create and update all Technical documentation for Projects.
• Monitor ticketing system, Maintain and document all tickets and jobs
• Create users images on pc, along with email profiles
• Maintain relationship with Vendors ( Dell, HP and Xerox)
• Set up new users work stations
• Maintain and make supply orders
• Create technical manuals

TECHNICAL SKILLS:

Platforms: Windows XP/7, MAC OS.

Networking: TCP/IP, Client - Server.

Tools: Microsoft Office Suite (Word, Excel, PowerPoint, Access, Project, Outlook, One Note, Diagnostics) Active Directory, Flash, Visio Professional, Windows movie maker. Adobe Photoshop 5.0, Spice Works, Solid Works, Auto Cad14-2000, E Drawings Viewer, Cisco, Snag it, Snip It, Sales Force, Putty, Barracuda, Malwarebytes, Microsoft Security Essentials

PROFESSIONAL EXPERIENCE:

IT Help Desk

Confidential

Responsibilities:

• Daily Duties Maintaining Tickets from Salesforce, by email, phone and Android App
• Using Cisco IP Phones, Cisco Webex, Cisco ACD add in, Configuring Cisco IP Phones
• Running Data Drops from Server switches
• Creating student and Adult accounts in Nutrikids
• Maintaining SQL and access databases
• Running SQL queries
• Clearing open sessions
• Running and writing SQL scripts for patches or hot fixes
• Installing software on computers remotely
• Install Pin pads
• Installing Printers
• Mapping network drives
• Maintaining ticketing system wikki
• Restoring data bases on SQL servers, SQL 2008 and 2012
• Setup Conference phones and meetings using cisco spider phones and cisco WebEx
• Migrate servers
• Novell tree strings
• Redegit create Arc files and New loc files
• Direct IP printers
• Create Central databases
• Manipulate Excel and Csv files for importing info into databases
• Maintain front of the house with table sections up to 12, and tables up to 50 persons
• Identify table sat and greet customer within 2 minutes
• Take order and show knowledge of menu and drinks, wine etc.
• Daily Prep and side work
• Section checker, including closing jobs
• Setting up section map for day and night shift according to strengths of server
• Run before and after shift meeting discussing specials and changes to POS
• Run night shift Bar including service bar for servers drinks
• Maintain high tops section
• Run food
• Make special drink shots for football or sport event nights
• Open and closing duties, including prep and cleaning

Onsite Help Desk

Confidential

Responsibilities:

• Create new user accounts using Active Directory
• Manage and update Active Directory, Exchange
• Create New or manage Distribution list
• ITU Window's 7 and 8 certified
• Software supported: QS1, Framework, Optimum, Office Suite XP-2010, Citrix, Card watch, Care Card Data bases, Confidential t Funds, D-sac Fin Reports, PMX, Great Plains 2010, Smart Lynx, Raisers Edge, ADP, PMP, PERS, Nurse Call, DFM, Health Medx, EHR, Office Hours, AMMS, Miro, Windows Server 2003 and 2008 Drupal 7.1
• Website Site Designer for Team Wellness
• Configure and set up Mini Android 4.0-4.1 PC
• Manage Data base system for computer replacement every 3 year replacement plan
• Manage and repair Care Trackers for all locations
• Image and configure new computers and laptops
• Encrypt laptops with Truecrypt and Bestcrypt
• Set up WebEx or webinars for board room meetings weekly
• Set up and configure new IP Phones for PBX Systems
• Complete PBX powered by Xorcom
• Xorcom phone systems
• Run and monitor SpiceWorks help desk ticketing system
• Onsite help for 4 locations- 1300 employees and 387 residentsremote in computers to help support users with VNC, Remote desktop and log me in123
• Resolve the employees day to day IT related issues and concerns.
• Software and hardware support for internal and external employees.
• Identify and setup, configuration, and diagnoses issues
• Monitor and maintain workflow in our Help desk unit, which monitors all incoming calls and e-mails from users and managers on all change and problem requests that arise with projects. Solve and close out any critical system errors.
• Maintain Network printers and devices
• Maintain relationship with Vendors ( Dell, HP and Xerox)
• Set up new users work stations install network printers by direct IP
• Maintain re-pore with all local and offsite users
• Visit local users and offsite users for setup and day to day hands on issues
• Setup and configure IPhones, Androids, Tablets, and IPads
• Maintain and make supply orders
• Maintain external pagers with USA Mobility
• Team Wellness Treasurer
• Step Up Coordinator
• (Open) 2 honors and s

Onsite Help Desk

Confidential

Responsibilities:

• Create new user accounts using Active Directory
• Manage and update Active Directory
• Create New or manage Distribution list
• ITU Window's 7 and 8 certified, IOS 7 and 8
• Software supported: Photoshop, AutoCAD, Mac Video designer,, Office Suite XP-2010, Citrix, Miro, Windows Server 2003 and 2008, 2012
• Manage Data base system for computer replacement every 3 year replacement plan
• Set up WebEx or webinars for board room meetings weekly
• Set up and configure new IP Phones for PBX Systems
• Run and monitor SpiceWorks help desk ticketing system
• Remote in computers to help support users with VNC, Remote desktop and log me in123
• Resolve the employees day to day IT related issues and concerns.
• Software and hardware support for internal and external employees.
• Identify and setup, configuration, and diagnoses issues
• Monitor and maintain workflow in our Help desk unit, which monitors all incoming calls and e-mails from users and managers on all change and problem requests that arise with projects. Solve and close out any critical system errors.
• Maintain Network printers and devices
• Maintain relationship with Vendors ( Dell, HP and Xerox)
• Set up new users work stations install network printers by direct IP
• Maintain re-pore with all local and offsite users
• Visit local users and offsite users for setup and day to day hands on issues
• Setup and configure IPhones, Androids, Tablets, and IPads
• Maintain and make supply orders

IT Helpdesk Team Resource (Office Admin)

Confidential

Responsibilities:

• Identify general setup, configuration, and diagnoses issues
• Resolve and support software and hardware issues
• Answer request from end users
• Document, track and monitor issues to ensure timely resolution, Including call backs
• Answer calls and respond to chat and voice mails left by end users
• Password resets through active directory, SSO, tso, tpx, tssm and putty
• Install network printers both through printer name and location and IP address
• Assist end users in migrating email from Lotus Notes to Microsoft Outlook
• Assist with latency with systems and software
• Remote into end users CPU with dame ware, VNC software and Log Me In, Remote Assistance
• Advise end users how to submit access request
• Microsoft Office Admin, was go to person for any problems in the office suite, especially Outlook
• Maintain and support local telecom system, including data lines, Cisco IP phones, Avaya, Notel VPN
• Active Directory- password resets, s, add and delete accounts, enable and disable accounts, Domain controller, Server unlocks
• Install and repair of software
• System maintenance, clean up hard drive, disks pace clean up
• Repair and rebuild user profiles
• Repair and rebuild users email accounts
• Repair and rebuild users add-ons for software like Essbase for excel
• Set up and reconfigure new and existing computers, with software, data lines and telecom systems, networks -hardwired and wireless, printers, network and local

IT Helpdesk Team Resource

Confidential

Responsibilities:

• Respond to requests from end-users; including access request, install request and system reset request
• Identify general setup, configuration, and diagnoses issues
• Resolve and support software and hardware issues
• Install and configure new software, through enterprise remote management, Novell, Ca Catalo
• Run Advertise programs and Marimba also known as BCM tuner
• Utilizing remote management tools including, Log Me In, Remote Assistance
• Active Directory- password resets, s, add and delete accounts, enable and disable accounts, Domain controller, Server unlocks
• Document, track and monitor issues to ensure timely resolution, Including call backs
• Assist in the support and maintenance of user account information including rights, security and systems groups
• Set up and reconfigure new and existing computers, with software, data lines and telecom systems, networks -hardwired and wireless, printers, network and local
• System clean up and maintain with IE trouble shooting, DNS flushes and register, release and renew IP
• Home network set ups
• Assist in the documentation, maintenance, upgrade or replacement of hardware and software systems
• Maintain and support local telecom system, including data lines, Cisco IP phones, Avaya, Nortel phones and VPN
• Perform other duties and services to ensure services are delivered successfully and client is satisfied
• Communicate and follow up with third party consultants and vendors to ensure issue resolution.Install, modify, and make minor repairs to computer hardware and software systems.
• Install hardware and peripheral components, such as monitors, keyboards, printers, disk drives, etc.
• Install, configure, troubleshoot, diagnose and resolve issues with PC and laptops, network connectivity, printers and peripherals. Resolve hardware and software issues as well as issues with production equipment-scanners, digitizer, etc.
• Workstation and server administration and support. Server including the following, Sql, UNIX, Windows, Oracle system servers.
• Windows systems including, Vista, XP, 7
• Macintosh systems, OS 9-10.6 Snow Leopard, install, General setup and troubleshootingFirewall, router and switch administration and support

Electronic Support Process Team

Confidential

Responsibilities:

• The Helpdesk Technician supports al institutions of varying levels and sizes in a Linux / UNIX operating system environment. Will work with a team to solve technical problems and offer advice on ways to increase the value of the Enterprise product to the al institutions that use it.
• Managing resolution of technical issues for a distinct set of customers. Customers are system administrators who provide mission critical services via e-Learning applications to students and faculty at a wide variety of learning institutions.
• Troubleshooting complex web applications. Issues to be resolved require a broad range of troubleshooting skills related to: software functionality, application server setup, database management, data analysis, operating system configuration, performance tuning, installation, migration, and upgrades to Enterprise Level products.
• Providing superior customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues within internal departments. Success criteria are highly focused on customer satisfaction levels.
• Prioritizing numerous issues of varying severity, and effectively managing the resolution of all issues within acceptable service levels. This includes ownership of the data entered into the CRM system and appropriately updating both customers and appropriate internal employees of status of all issues on a timely basis.
• Collaborating extensively with peers, Enterprise Account Managers, and members of the escalation team to resolve customer issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our customers