PROFESSIONAL SUMMARY:

• Sr. Lead Desktop Engineer/IT Project Coordinator with extensive professional experience managing large Windows environments which includes but is not limited to:
• Hands on PC refreshes/rollouts, Windows deployments/migrations - deployed approximately 15,000-30,000 desktops/laptops from Windows 7 to Windows 10, Office upgrades from Office 2003 to Office 365, installed software packages via Powershell, maintaining computer networks, and migrated network printers
• Upgraded/Configured/ and Administered Microsoft Windows 7, an d 10 operating systems, rack/stack Cisco servers/switches, encryption products, and standard networking protocols (including TCP/IP and Ethernet), Active Directory administration/account setup/group, created PC images using MDT and configured/pushed software packages for installation using Microsoft SCCM and USMT (User State Migration Tool), Intune, Azure
• Experience assisting enterprise level end users with configurations, imaging and on-going usability of desktop computers, peripheral equipment and software within established standards and guidelines
• Strong hands-on experience in troubleshooting a variety of hardware and software technologies while maintaining a strong focus on customer service
• Possess the ability to work under own supervision as well as in a team environment
• Willingness to learn different applications on Windows platform, and has the ability to quickly become familiar with new products and technologies, coupled with an understanding of users perspective
• Excellent written and oral communication skills

TECHNICAL SKILLS:

Applications: Windows 10 and 7 Administration/Migration and Deployment SCCM 2012/Active Directory Intune PowerShell (application packaging) ServiceNow ITIL best practices USMT Office 365 USMT (Windows 7 to Windows 10 migration) Office 365 Cisco VPN Administration IP addressing DHCP/ DNS Network printer install/troubleshooting

PROFESSIONAL EXPERIENCE:

Confidential, Louisville, KY

IT Field Specialist/Lead National Support

Responsibilities:

• Provided level 2 technical support for critical business systems to our associates in the retail locations locally and remotely utilizing my vendor management experience
• Intune - Applied blank compliance policy to entire collection and company issued mobile devices
• Troubleshot, installed and resolved software issues using departmental procedures and standards
• Installed/mounted, configured and deployed Confidential PC’s and Network printers to store locations. Setup and configured patch panel, ANIRA switch, Netgear switch, and Cisco router for new store openings.
• Troubleshot Windows 10 and desktop support applications either over the phone or onsite.
• Utilized SCCM /AD remote control tools to help troubleshoot and resolve issues for remote locations (connected via
• Communicated and explained issues and resolutions with technical and non-technical resources.
• Analyzed current equipment and give recommendations on replacing hardware as necessary.
• Delivered flawless support and customer service.
• Monitored individual queues using ServiceNow ticketing software to prioritize accordingly to meet SLA.
• Worked with vendors to resolve issues in a timely manner
• Coordinated on-call weekend support for technicians using PagerDuty application

Confidential, Atlanta, GA

Desktop Support Engineer (Windows 10 project)

Responsibilities:

• Deployment/ Projects: Partnered with project leaders on all business initiatives to, conduct pilot testing, recommended system process enhancements, execution of project deliverables.30T
• Service Level Management: Viewed and monitored all support incidents in area of responsibility, proactive knowledge sharing, served as liaison between users, vendors and technical groups to resolve issues. Provide remote and/or on-site IT operational support, maintenance, problem solving, configuration and installation.30T
• People Development: Periodic business engagement with various departments and functions (shoulder to shoulder), improved both technical and soft skills, coaching, utilized development tools.30T
• Provided first and second-level support for the upgrade to Windows 100T
• Utilized MDT deployments using SCCM imaging for HP elite book laptops
• Participate in device collection, configuration, and upgrade of client endpoint devices
• Ensure all steps for a successful upgrade of multiple laptops on a daily basis
• Work with each client to ensure checklist items are completed and that the laptops are issue-free
• Responsible for receipt, configuration, and delivery of new equipment, where applicable
• Perform move/add/changes in local office; perform asset disposal process and liaise with vendor to schedule end user pick-ups

Confidential, Atlanta, GA

Lead Sr. Desktop Project Coordinator

Responsibilities:

• Assisted with Logistics lead for EOY life cycle assets for all of the sites and carve out of Sanofi’s software license process.
• Delivered IT Services Management (ITSM) solutions based on ITIL best practices that focus on the people, process, technology and information perspectives of providing integrated organization wide business solutions within the IT infrastructure
• P2V, V2V conversions of Windows 2000 and Windows 2003 servers using Enterprise Converter.
• Supported Windows 7/8 and 10 operating systems - troubleshooting
• Configured and troubleshot network printers via TCP/IP
• Integarted MDT 2013 deployments with SCCM for effective Migrations and Deployment
• Safecom Dis-entanglement of HP MFP printers. This is document management software that was a part of Sanofi and which was de-installed on all of the MFP’s.
• Created Documentation for Self Help and Internal
• Assisted in developing and testing self-service print website (Allows users to add print queues on self-service Web site
• Lead PC/Workstation Changes by EOY: Assisted and performed testing on test machines prior to production changes to user’s workstations.
• Removed PC’s from Sanofi Domain and rejoin to client’s home domain by running a PowerShell script.
• Lead the testing of machine object migration tools on test machines.
• Applied changes to workstations: Cisco cert installations, Wi-Fi SSID cert updates, Cisco VPN Profile updates, Cisco VPN software upgrades, Symantec End Point Software installations, SCCM 2012 Client installations.
• Assisted in building machines and images as required.
• Salesforce tablets: Managed rollout of new Yoga X260 Tablets

Confidential, Statesboro, GA

Lead Deployment Infrastructure Engineer

Responsibilities:

• Traveled nationally coordinating regional hospitals deployment and migration of Cerner conversion requirements
• Lead small functional initiatives and subprojects in connection with a project management team assisting project manager on larger projects.
• Delivered IT Services Management (ITSM) solutions based on ITIL best practices that focused on the people, process, and technology perspectives of providing business solutions within the IT infrastructure.
• Participated in all assigned Phases of the project life-cycle, which may include development of cost estimates, timelines and resource requirements for successful delivery of the assigned phases of the project.
• Responsible for developing, coordinating and implementing assigned tasks that relate to a specific project.
• Prepared and presented regular and accurate reports to project/ program manager.
• Supported project planning sessions facilitated by project/ program manager of the currently assigned project.
• Assisted with project documentations as per standard organization procedure, throughout the project life cycle.
• Directed the deployment of new hardware equipment and peripherals (i.e. HP Desktops, WOW’s, SSO Badge Readers,
• Docu scanners, HP printers with RX trays, label printers and barcode scanners)
• Configured tracking boards and AIO’s
• Created SCCM Windows 7 Enterprise images, installation of Cerner software packages, maintenance of computer networks (flipping and patching ports), and migration of HP network printers which includes adding them to Active Directory to the appropriate group.
• Engaged affective communication to IT Directors, (Directors of hospital departments), and Cerner team providing the utmost professionalism representing CHS.
• Installed, racked and stacked day server, maintained, and upgraded workstations using SCCM 2012 to push software to laptops, network printers, and peripherals
• Prepared Deployment Workbench, using MDT 2012 for Deploying Client Operating System Images as well as Migrations.
• Updated desktop software/applications and maintain documentation on installed applications
• Supported company-wide IT infrastructure projects such as PC refreshes, new hardware deployments,

Confidential, Nashville, TN

Consultant Infrastructure Engineer IV/Application Packager

Responsibilities:

• Performed Application Rationalization for 68 hospitals condensing discovered applications down from .
• Identified pertinent applications, secured source files and packaged them using PowerShell Application Deployment Toolkit for in corporation into SCCM 2012.
• Performed UAT on packaged applications
• Devised technical documentation for Application Rationalization and Packaging.
• Incorporated ITIL best practices that focused on Confidential ts, process, and technology perspectives
• Worked with various IT Directors at hospital locations in Legacy Desktop (XP) and Server 2003 exception remediation.
• Installed various types of computer hardware and peripherals that were typical of a hospital environment
• Planned major deployments and upgrades in preparation for conversion to Cerner and Single Sign-On solutions such as Vergence
• Administered Active Directory via back-end application Active Roles and Servers
• Physically deploy hardware throughout all departments of all the facilities
• Supported and maintain hardware, software and connectivity components by analyzing the functionality of infrastructure framework
• Coordinated implementation of applications utilizing Microsoft SCCM and other repositories
• Managed the installation, maintenance and monitoring of hardware and software tools by analyzing business requirements and defining standards and quality criteria to ensure consistency and alignment with company initiatives
• Collaborated with key stakeholders by regularly communicating, clarifying technical solutions and supporting timely and efficient team operations by utilizing and sharing knowledge and expertise

Confidential

Windows 7 Deployment/Migration Engineer

Responsibilities:

• Utilized remote SCCM imaging for Windows 7
• Migrated existing Confidential users from Windows XP to Windows 7 via SCCM.
• Packaged and deployed 20,000+ unattended application installations.
• P2V, V2V conversions of Windows 2000 and Windows 2003 servers using Enterprise Converter.
• Using System Center Configuration Operations Manager (SCOM) 2007, worked with SCCM packing team to determine requirements for monitoring several servers to minimize user downtime.
• 50% travel to Confidential site locations to configuring and deploying new PC’s via Windows Deployment Services (WDS).
• Created some packages with VB Script to make image modifications.
• Increased security by installing advanced encryption software and system updates.
• Re-Installed SCCM site via remote for Louisiana relocation.
• Reconfigured SCCM 2012 & OSD including moves for network PCs performing connectivity and regular backup.
• Package Creation and Distribution via SMS / SCCM 2012

Windows 7 Lead Migration Field Engineer

Confidential

Responsibilities:

• Traveled to GA state agencies upgrading Confidential systems from Windows XP to Windows 7 migrations using SCCM/USMT imaging
• Deployed approximately 20,000 Confidential laptops/desktops to users while providing support for Microsoft Office 2010 suite and various third party applications.
• Setup and configuration of Novell /Exchange/Outlook 2013

IT Field Engineer (Contract travel)

Confidential

Responsibilities:

• Primarily responsible for the imaging, migration, and deployment of Windows 7 OS using USMT technology
• Configured and maintained network (i.e. patching cables, setting up static DNS etc.)
• Installed and setup network printers, scanners
• Configured Outlook 2010 via Google mail, and transferred .PST files
• Traveled all of Georgia, Florida, and Virginia implementing the migration of Windows 7 for all users.

Confidential, Atlanta, GA

IT Field Engineer (Contractor)

Responsibilities:

• Implemented and supported desktop devices, third party applications, cable runs, terminations, patch cables and various peripheral installs (network printer, scanners, pen pads, and scan guns.)
• Performed as specified in the Service Request, the physical relocation of a variety of IT infrastructure devices (PC workstations, peripheral devices move, large equipment that weighs at least 30 pounds
• Performed upgrade services (adding to or changing a work-group computer, work-group peripheral, or software) as specified in the Service Request.
• Resolved a wide range of diverse Service Request incident tickets per user
• Acting backup Image Rebuild Engineer using Disk Imaging - rebuilding workstations/laptops according to their suite role as well as added workstations to LDAP

Confidential

IT Field Engineer

Responsibilities:

• Migrated users from XP to Windows 7 using SCCM and USMT/USB image.
• Troubleshot issues with Windows 7 image which also included extending local drive
• Traveled to Target locations and created Windows 7 build image SCCM/thumb drive
• Migrated XP to 7 workstations/laptops
• Refreshed/replaced workstations and migrated to Windows 7
• Installed network/stand-alone Lexmark printers

IT Field Installer

Confidential

Responsibilities:

• Traveled locally independently providing Confidential PC Roll Out installs for the Windows XP to 7 deployments and various hardware equipment upgrades in the metro Atlanta area.
• Roll out process includes: lift and move oversize boxes weighing up to 50 pounds; carried boxes up and down stairs in multi-level offices as needed; un-boxed new equipment to be installed and re -box d e-installed d ev i ces preparing equipment for FedEx pickup.
• Installed/upgraded Windows XP to Windows 7 workstations using USMT migration, customized w o r k s t a t i o n s, installed/configured HP network printers, migrated data from server to NAS device remotely, configured NAS device with router 2 1, and swapped out UPS with upgraded UPS.

Confidential

IS Field Support Analyst

Responsibilities:

• Provided Desktop Support to the County CEO and BOC (Board of Commissioners) as well as other departments, which entailed driven resolutions of end user pc/printer issues utilizing established procedures including use of County Technical Information (i.e. Knowledgebase, Problem Resolution Database, etc.)
• Performed onsite & remote end user support on desktop/laptop systems running Blackberry Server, SQL Server, XP, MSOffice 2003, and SMS Remote Assist & Remote Desktop Connection.
• Supported Confidential desktops and laptops running 2K, XP OS, MS Office 2K, and 2003 application suite.
• Created system build checklists and naming conventions.
• Assisted in the development of Account Management, Active Directory Services, etc. required for housekeeping and consolidating software installs
• Managed the build, installation, and internal move of systems including AMD processors, NT 4.0 Workstation O/S, and MS Office Application Suite.
• Assisted in the countywide cross domain migration of Windows NT to Active Directory, which also entailed creating group policies/permissions for end users.
• Created group policies for end users utilizing Active Directory
• Provided status updates to customers per Company Service Level Agreements including providing periodic status updates to Executive management as required by the Service & Support process.
• Repaired and installed Confidential, HP, and Xerox printers/peripherals/hardware
• Configured Outlook 2003 setup and configurations
• Resolved assigned tickets using Unicenter Service Desk ticketing software
• Administration of NT User Manager and Server Manager
• Created Technical Documentation of Desktop processes and procedures
• Build PCs using Symantec Ghost system imaging software
• Updated and maintained process documentation