SUMMARY:

• 9 years in Air Force specific operations and management (Gulf War era Veteran)
• 8 years military and civilian software applications
• 10+ years software and hardware installations and troubleshooting
• 10+ years helpdesk/customer technical support

PROFESSIONAL EXPERIENCE:

Freelance PC Technician

Confidential, Mocksville, NC

Responsibilities:

• Install\Re - install Windows XP, 7 and 8.1 for home customers
• Clean infected PC’s of viruses and other forms of malware
• Assist with troubleshooting of PC’s, printers and other peripherals

Installer

Confidential, Salisbury, NC

Responsibilities:

• Install equipment to allow Real-time visibility of assets
• Add Auto-Sensing equipment to utilize bar-code technology
• Assist with inventory management
• Liaison with VA employees to ensure customer satisfaction

IT Specialist (Field Engineer)

Confidential -Salem, NC

Responsibilities:

• Providing onsite customer service, planned maintenance and break-fix repairs
• Install Workstations and printers running Windows XP and Windows 7
• Install and configure COTS and proprietary software

IT Specialist (Customer Support)

Confidential -- Erie, PA

Responsibilities:

• Resolves customer related software and hardware problems
• Configures workstations\peripherals and software applications
• Provides local area network communication support
• Installs and configures Windows 7 and XP using Ghost
• Installs, configures and supports Microsoft Office 2010 products
• Creates and manages User and Computer accounts in Active Directory
• Performs support using Remote Desktop and Dameware Mini-Remote
• Documents and tracks issues using Remedy database
• Maintains Public Trust Security clearance

IT Implementation Engineer

Confidential

Responsibilities:

• Deploys hardware and software solutions nationwide to medical facilities in support of Meaningful Use
• Performs surveys\assessments of both hardware and software needs
• Performs backups of end-user PCs to ensure data integrity
• Installs HP workstations, laptops and tablets
• Installs COT and proprietary software
• Installs and configure Windows 7 and XP using Ghost
• Installs HP printers both stand-alone and networked
• Creates and manages Computer accounts in Active Directory
• Trains customers on hardware and software use
• Performs support using Remote Desktop and Dameware Mini-Remote
• Documents and tracks issues using Remedy database

IT Specialist

Confidential - Ft Huachuca, AZ

Responsibilities:

• Serves as a lead computer analyst in the Desktop Support Branch
• Provides desk side support, including troubleshooting and repair and the installation\configuration of hardware and software
• Re-images\Upgrades XP workstations to Windows 7 using Ghost
• Supports and troubleshoots PDA devices, such as Blackberry devices
• Installs, configures and supports Microsoft Office 2007 products
• Installs networked printers and resolves any issues that arise
• Documents and tracks issues using Remedy database
• Creates and manages User and Computer accounts in Active Directory
• Performs support using Remote Desktop and Dameware Mini-Remote
• Documents and tracks issues using Remedy database
• Maintains Secret security clearance

Technical Lead

Confidential -Portsmouth, VA

Responsibilities:

• Provides Tier 2 Technical Support to employees of Naval Medical Center Portsmouth (NMCP) and offsite personnel
• Installs, troubleshoots and correct software and hardware issues on desktops and laptops
• Applies service packs and patches to Windows systems
• Performs support using Remote Desktop and Dameware Mini-Remote
• Installs and troubleshoots HP LaserJet printers\scanners
• Verifies and corrects network connectivity issues in conjunction with the Network team
• Educates end-users on best practices and security standards
• Saved Population Health Department approximately $400 by fixing a driver issue for 2 HP LaserJet printers that had been previously misdiagnosed by 2 other technicians
• Volunteered to assist in fielding 12 Dell OptiPlex 960 workstations for the hospitals new "Wounded Warrior" center
• Documents and tracks issues using Remedy database
• Maintains ADP II clearance level

Technical Services Associate (Contract)

Confidential -Charlotte, NC

Responsibilities:

• Fields HP hardware including desktops, laptops, tablets, and printers
• Provides limited support of network switches including cable routing and patch panel maintenance

Technical Analyst

Confidential -Charlotte, NC

Responsibilities:

• Provides desk side and remote support for Windows XP systems including hardware and software
• Re-images systems using Microsoft Deployment Services
• Troubleshoots network connectivity issues including wireless and Cat V
• Provides limited support of network switches including cable routing and patch panel maintenance
• Performs hardware maintenance on desktops\laptops including break\fix and upgrades components
• Supports Microsoft Office Pro 2007, Trend A\V, Adobe Acrobat and numerous other COTS
• Creates and manages User and Computer accounts in Active Directory

Technical Analyst Level II

Confidential -Greensboro, NC

Responsibilities:

• Takes ownership of cases that were not resolved at the helpdesk level
• Provide desk side support for Windows based desktops\laptops
• Troubleshoots, installs and configures Outlook2003, Microsoft Office 2003, Adobe and other software products
• Troubleshoots\resolves issues with remote connectivity including, VPN, Citrix and RSA server administration
• Creates and manages User and Computer accounts in Active Directory
• Documents and tracks issues using Remedy database

Service Support Representative

Confidential -Winston-Salem, NC

Responsibilities:

• De-installs and installs IBM E-series servers
• Configures servers, to include TCP\IP and network settings, and running pre-written SQL queries to backup and restore SQL databases
• Installs server peripherals to include switches, UPS and modems. Configure Lenovo and Dell PC’s
• Installs\configures networked and locally attached HP and Lexmark printers
• Serves as team lead for teams of 2-6 technicians overseeing the install of POS (Point-of Sale) equipment

Technical Analyst

Confidential -Greensboro, NC

Responsibilities:

• Unlocks\resets passwords for Windows, Novell and AS400 accounts
• Supports end-users both in-house and at remote locations
• Troubleshoots and configures Blackberry devices
• Supports all aspects of Windows OS issues and limited mainframe support
• Assists customers with remote connectivity issues including, VPN, Citrix and RSA server administration
• Coordinates rollout projects of new software and hardware between operations and customers

Intel Server Support

Confidential -Wilkesboro, NC

Responsibilities:

• Assists in maintaining 600+ Intel based servers mostly running Windows Server 2003
• Applies security updates and patches
• Provides limited hardware support
• Monitors the status of servers using Terminal services and Remote Desktop
• Prepares HP Proliant servers for installation at remote sites
• Maintains Active Directory database administering computer and user accounts
• Takes ownership of trouble tickets and assists customers with issues ranging from access issues to failed backups

Technical Analyst Level

Confidential -Winston-Salem, NC

Responsibilities:

• Supports customers both at office locations and using VPN, Terminal Services and Citrix solutions
• Takes ownership of incidents not resolved at the helpdesk level
• Installs\troubleshoots Nortel VPN client software and assist users with login issues utilizing the RSA Ace server
• Troubleshoots software issues regarding Lotus Notes, Windows 2000 and XP and brokerage apps such as ILX and SmartStation
• Provides and mentoring to level I technicians and newly hired Level II technicians
• Maintains the departments’ backup server utilizing Veritas Backupexec 9.0
• Troubleshoots\supports Microsoft Office 2003 applications and many other 3rd party apps.
• Troubleshoots and configures Blackberry devices
• Documents and tracks issues using Remedy database

Tier 3 Technical Support Engineer

Confidential -Heathrow, FL

Responsibilities:

• Takes ownership of cases not resolved at the 2nd level of Veritas support
• Utilizes dump files, Dr. Watson logs, and Event Viewer logs
• Gathers information using remote technologies
• Opens TSA Net calls with Microsoft, HP, Dell, and other vendors
• Troubleshoots both OS and network issues in the customer’s environment to ensure effective network communication
• Works directly with Veritas QA to provide input on software improvements and documentation
• Installs and configures Windows server operating systems for and lab environments
• Performs backups and disaster recoveries
• Creates technical documents to be posted on the companies’ internal and external websites
• Documents and tracks issues using Remedy database