SUMMARY:

• IT Professional with 10+ years of Technical Support experience supporting multiple hardware, operating Systems and applications
• Strong hands on technical skills coupled with top notch customer service and communication skills
• Strong technical skills include MS Exchange, AIX UNIX, AS/400, NT Network Server, Microsoft Office Suite,
• Citrix Network Server, Windows Server 2003, and Windows NT
• Experienced providing both helpdesk and desk - side support including Data Center Operations support
• Experience supporting both on-site and remote users for desktop, network and system issues.
• Excellent communication and the ability to multi-task in a team environment
• Racking, & Stacking various HP, Citrix and Cisco servers, Patch Cabling and connectivity

TECHNICAL SKILLS:

Technology and Tools: Working knowledge of a range of software, including Adobe Acrobat, Adobe Photoshop, MS Office, Symantec/ McAfee Antivirus, Cisco VPN Client, MS Exchange, Lotus Notes, Remote Desktop Applications, and various Diagnostic Utilities, IBM AS/400, AIX UNIX, MVS, Tivoli Call Tracking, Watchdog System Manager. Maestro, Tivoli, Control - M and CA7 Job Schedulers, SYS38, Vax Network, OS/390 Mainframe, OS/400, NT Network Server, Citrix Network Server, BOS, Omega, MS/Outlook, Internet Explorer, MSN, Netscape, Adobe Acrobat, FTP, Tokens, MS/Excel, NT Network Servers, Control- M, What's-UP Gold, Symantec Ghost wizard, Win 200, Win XP, Win7, SCCM, DHCP, DNS, Active Directory, Racking, & Stacking various HP, Citrix and Cisco Servers, Patch Cabling and connectivity, Avaya phones and phone systems.

WORK EXPERIENCE:

IT Support Engineer

Confidential

Responsibilities:

• Provide daily system support to Confidential Cogent customers including installation, configuration and troubleshooting of computer software, hardware and network environments. Provide all aspects of operations support, preventive maintenance, remedial maintenance, and provide regular status reporting. Installation/configuration/troubleshooting/testing of Confidential Cogent’s proprietary software and hardware solutions Resolving customer reported issues and inquiries, via phone, by travel to customers’ sites and/or remotely via secure network connection to customers’ systems. Maintaining customer relations via phone or in person with various customers’ users and personnel.
• Transporting, delivering, installing and on hardware/software solutions to customers’ sites and their designated personnel. Troubleshooting of Microsoft Windows, UNIX, and Linux operating systems. Troubleshooting of network environments.
• Troubleshooting of and reporting against databases (Oracle/SQL) Perform local/domestic travel as needed, including travel to exotic International locations, occasionally move and lift heavy computer equipment. Provide Windows-based operating systems troubleshooting and installation TCP/IP network troubleshooting in distributed UNIX and Windows client/server environments. LAN/WAN internetworking and protocols

Win7 Migration Tech

Confidential

Responsibilities:

• Provide support to customers via telephone, email and remote control for windows 7 and Microsoft products
• Diagnose and resolve customer’s problems (File, drive mappings and Print Services)
• Creation of Documentation for building a help-desk knowledge base
• Provide coverage 5 days a week between the hours of 3:00 PM - 3:00 AM
• Working knowledge of SCCM, Active Directory, and Group Policies
• Provide Win7 Migration services, via IBM TEM Client by installing various software, such as Lotus NotesReflections, Firefox, Adobe, Google Chrome, also coping Data from old hard drive to a new hard drive, Installing
• And configuring Lotus Notes on each Laptop and PC, that's been migrated from WinXP to Win7.

Win7 Migration Desktop Support Tech

Confidential

Responsibilities:

• Provide Win7 Migration services, via SCCM Client by installing various software such as
• Outlook, Firefox, Adobe, Google Chrome, also coping Data from old hard drive to a new hard drive, Installing
• And configuring Lotus Notes on each Laptop and PC, that's been migrated from WinXP to Win7. Working
• Knowledge of Active Directory, and Group Policies
• Provide 1st and 2nd level support to migrated users, ensuring that all software, programs and printers are
• Present and operational on users Laptop, Desktop, and BlackBerry devices after Win7 migration.

CTC Bridge Operator

Confidential - New Albany, OH

Responsibilities:

• Provide Event Management monitoring in a distributed and mainframe environment through the use of various
• Monitoring technologies including Hughes Vision, EMC Voyence, EMC Smarts, CA Spectrum Identifies, resolves, or escalates event notifications that impact system availability.
• Utilize monitoring technologies used to identify Alerts, Alarms, etc.
• Performs moderate problem analysis via monitoring technologies and predefined process documentation and
• Workflows.
• Provides moderate resolution support to various teams.
• Provides moderate monitoring for Production Batch processing on multiple platforms using CA ESP.
• Supports basic Production Batch job scheduling failures.
• Open service tickets and initiates escalation procedures.
• Participates in the of Bridge Specialists and provides guidance and consultation as required.
• Documents and maintains Enterprise Monitoring procedures and standards
• Enterprise Monitoring Tools such as Hughes Vision, EMC Voyence, EMC Smarts CA Spectrum, CA EHealthCA APM, CA NetQos.
• Monitor Local Area Network (LAN), Wide Area Network
• (WAN), Data Communication networks which includes Very - Small-Aperture Terminal (VSAT), Virtual Private

IT NOC Help Desk/Desk Top Support Analyst

Confidential - Dublin, OH

Responsibilities:

• Provide first and second level support for clients logging on to BP's Gulf Coast Claims web site, also provide
• Second level technical support for GCG employees, Duties include the following: Solve incidents, provide
• Information and handle service requests via phone, email, or direct customer contact.
• Provide intermediate to advanced level hardware and software desktop troubleshooting using both remote
• And on - site tools and software. Log details of incidents and requests in tracking system and communicate
• Solutions to internal customers and other team members.
• On a rotating basis, provide second level desktop technical computer support in staff offices for problems
• That cannot be handled over the phone, racking, staking and cabling Servers and Switches.
• Review on-going incidents and work with other members of IT to avoid future incidents or to minimize future
• Occurrences. Build knowledge base of common incidents.
• Review software requests and provide recommendations, licensing, and installation support. Pilot and test
• New software or hardware prior to general staff deployment.
• Assist in installation and upgrading of desktop systems including password resets, Network Monitoring, via
• Zenoss, setting up New users, granting system access, via Active Directory, re images, software upgrades/
• Installations, server upgrades/installations, Avaya Phone installation and troubleshooting, Provide over all excellent customer service.
• Assist in migrating users from Win/XP to Win7
• Occasional DNS flush, check for available IP address via DHCP, password resets via AD.

IT Help Desk Support Analyst

Confidential - Whitehall, OH

Responsibilities:

• Bank, using Quicken and QuickBooks; assist in the proper installation connectivity and initial of Quicken
• And QuickBooks software.
• Use excellent customer service skills, alone with strong verbal and written communication skills to ensure
• That the customers able to use the software product to their satisfaction, by using superior interpersonal
• Skills and telephone etiquette, and good analytical and problem solving skills, comfortably deal with stressful
• Situations associated with a fast - paced work environment, make judgment decisions and adapt to changing
• Work situations.
• Professionally handle a high volume of calls being different in level of complexity daily, work independently
• And as a part of a team, with customers, peers and management.

Desktop/NOC Technical Support

Confidential - Columbus, OH

Responsibilities:

• Maintained, analyzed, troubleshoot, deployed, and repaired computer systems, hardware and computer
• Peripherals, perform PC and Laptop re images.
• Replaced, upgraded, maintained, and documented hardware and software systems.
• Supported and maintained user account information including rights, security and systems groups. Familiar
• With a wide variety of the field's concepts, practices, and procedures. Able to manage time and prioritize tasks
• With minimal supervision.
• Performed a variety of complicated tasks, including software upgrades. Able to mentor and lead junior
• Technicians. Identify and determine corrective action to be taken on system failures which the computer
• Operators cannot correct. Accomplished repairs Confidential normal operator capability, Reports to the Service

Help Desk/NOC Tech /Desktop Support/Sr. Computer Operator

Confidential - Columbus, OH

Responsibilities:

• Monitored LAN and WAN networks, file and print servers, as well as Control - M job scheduler, troubleshoot
• User connectivity, create new user ID's and email, grating certain levels of security
• Responsible for install, setup, diagnose, repair, upgrade and maintain users PC's and peripheral's, ADSM
• Tape processing, via AIX UNIX commands, system backups
• Logged tracking, performed file restores, file transfers, first level of contact for all user PC, Laptop, desktop or
• Printer issues, Racking, & Stacking various HP, Citrix and Cisco servers, Patch Cabling and connectivity.
• Performed various file downloads; monitor database and systems via Watchdog System Manager, tape
• Storage via IBM tape Silo
• Various AS400 duties which includes, creating and deleting user ID's and passwords, system backups, giving
• And removing system access, job and system monitoring, running print jobs, troubleshooting print queues, was
• First level of contact for any AS400 user issues
• NT & Citrix Network Server Installation and Administration, monitored jobs running on Control-M to ensure
• That they start and complete at scheduled times without error; reran, force to run, cancel jobs or put them on
• Hold when necessary, or escalate to Control-M Admin
• Responsible for monitoring and supporting IT infrastructure and applications. Assures that all reports are
• Printed properly and completely and that reports requiring decollation or bursting are processed within company
• Guidelines. Assures that all report output is distributed to the appropriate customer. Assist with identification
• Of hardware malfunctions and escalate where appropriate. Understand and provide operational support for
• Printers, tape drives and silos. Understand the necessary software that provides operational support for print
• Distribution and tape operation. Assist Client/IT customers in a professional and courteous manner when
• Required to perform service requests. Maintain compliancy of operational SOP's and understand system
• Validation requirements. Maintain and ensure comprehensive daily status turnover reports. Exercise significant
• Individual initiative in resolving all department operational failures. Ensure quality by clarifying and completing

NOC Tech/Computer Operator

Confidential -Silver. Spring, MD

Responsibilities:

• Replies to console messages, pertaining to areas of responsibility. Logs and reports equipment malfunctions to customer engineers, while keeping the Input/output (I/O)
• Console Operator informed.
• Trains other operators, including new associates on the equipment and processes of the I/O area.
• Operates printers and checks accuracy and quality of printed reports, ensuring printed output meets quality
• Standards.
• Processes all reports completed by the Computer Center and ensures their delivery to the proper locations.
• Ensures printer maintenance is performed daily (cleaned, oiled, etc.) and checked off on sign - off sheet.
• Performs first-level problem determination and resolution on Help Desk problem calls involving computer
• Equipment (e.g., terminals, printers, PCs, Laptop computers, etc.), software and/or transactions.
• Distributes Help Desk problem calls to various second-level support groups when UN resolvable at first level.
• Documents all reported Help Desk problem calls using Help Desk problem-tracking software.
• Carries out verbal instructions of the I/O Operator. Maintains up-to-date knowledge of all I/O procedures and
• Processes. Performs other duties assigned by management.
• Monitored and tracked all system or job problem request calls via Tivoli call tracking system
• Monitored all jobs that run in the Masetro portion of Tivoli to ensure that all jobs run at its scheduled time
• Without errors, perform various system backups, print reports, and first level of contact for any system or job run
• Errors. All other aspects of Computer and Network operations
• Assures that all reports are printed properly and completely and that reports requiring decollation or bursting
• Are processed within guidelines.

Network Operator Control Tech/Helpdesk Tech

Confidential - Silver Spring, MD

Responsibilities:

• Responsible for printing output and distribution of reports and other documents to both internal and external
• Customers.
• Monitors computer system jobs and connected devices and quickly identifies problems or errors; ensures
• Quick resolution by correcting problems or immediately notifying supervisor or technical support.
• Retrieves moves inserts into machines and stores input and output media such as magnetic tapes and
• Diskettes with due care for integrity of data.
• Produces system backup daily and executes backup utilities to copy from disk to tape.
• Manipulates printer spool files and output queues in order to process reports and documents on required
• Print devices.
• Sets up and operates computer peripheral devices such as printers and tape drives; monitors the system
• For error messages and ensures efficiency.
• Performs routine preventative maintenance on equipment according to user manuals and installation
• Standards such as changing printer ribbons and vacuuming printers.
• Racking, & Stacking various HP, Citrix and Cisco servers, Patch Cabling and connectivity
• Submits job requests based on appropriate computer schedule.
• Develops and implements new processes and procedures when necessary.
• Maintains an organized work area to help ensure that computer room remains clean and to help prevent
• Work related injuries.
• Performs related duties as assigned

Office Manager

Confidential

Responsibilities:

• Supervise and/or conduct day - to-day Health Plan activities typically related to Confidential t care. Was held
• Accountable for efficiency and quality of work conducted under my direction.
• Verify time cards and expense reports. Share in the accountability of staff's customer service and routinely
• Contributes to the overall management of the project.
• Assist in development of project documents, such as: questionnaires, specifications, manuals, survey
• Forms, data collection protocols, project reports, etc.
• Assist in and direction of new staff. Learn and maintain high level of skill on specialized
• Computer interview programs. Responsible for the overall operation of the Health Plan Center as well as the
• Administration for the company.
• While supervising a small team, As Office Manager I ensured high customer service standards were met while
• Coordinating administration functions efficiently and cooperatively with other departments. As Office Manager
• Involved in various aspects of accounting and payroll as well as budgeting and financial statement analysis.

Member Service Rep

Confidential

Responsibilities:

• Assist members with benefit Inquires, claims Issues, claims payment and processing.
• Served as a resource for all Benefit and general claims Inquiries.