SUMMARY:

• Result - driven accomplished IT Professional with more than 18years of extensive industry experience that is recognized a leader by management and peers. Proven ability to identify problem, analyze possible solutions and determine best course of action to meet objectives Strengths include but are not limited to:

TECHNICAL SKILLS:

Technology and Tools: Technical support IT Projects User IT Management Creating technical support documentation Excellent troubleshooting skills Ability to take on difficult issues Work independently Team player Project Coordination Customer service skills Detail orientated Experience working with CRM and/or trouble tracking system PC/Desktop experience using Microsoft Win95, Win NT 4.0, Win 98, Win 2K, XP, Vista, Windows 7 Sarbanes Oxley Compliance trained Experience in global enterprise environment and small companies MCSE trained on MS 2003, 2008 SQL language Experience with Oracle and SQL server Available for On Call and off hours

PROFESSIONAL EXPERIENCE:

Confidential

Application Support Analyst

Responsibilities:

• Assisted with roll out of new office
• Created Technical Documentation
• Installed and Configured Desktop and Laptops
• Installed and Configured Network Printers
• Installed and Configured VoIP Phone
• Setup Conference Rooms with Video Conferences Technologies
• Created Security groups in Active Directory
• Setup Systems with Windows XP and Windows 7
• Setup Systems with Office 2007 and Office 2010
• Provide end user and support on all technology
• Setup Video Conferences
• Transfer Client Data on network for Records Department
• Setup offices for Visitors
• Create new user accounts in Active Directory
• Setup users with Email account on Exchange Server
• Setup and supported users with Blackberry’s and iPhones
• Add user onto Blackberry Enterprise Server
• Performs LAN administration functions in Active Directory
• Remotely patch users systems with Norton Altiris

Confidential

Application Support Analyst

Responsibilities:

• Coordinated projects, upgrades, and enhancements with business groups
• Provide support on all HEAT products to internal users
• Administrated HEAT application
• Ran usage reports in HEAT for Management

Confidential

Corporate Desktop/Laptop Refresh Technician

Responsibilities:

• Built over 400 new laptop and 250 desktops
• Installed MS Office 2007
• Setup Test Systems with Windows 7
• Setup Systems with MS Office 2010
• Installed and Configured Network Printers
• Provide end user and support on all technology
• Coordinated system upgrades with field users
• Provide support to the user on new systems
• Transfer Users Data to new systems
• Created Technical Documentation
• Created Security groups in Active Directory
• Add new systems in to Active Directory
• Created backups image of user old system with Norton Altiris
• Remotely patch users systems with Norton Altiris

Confidential

IT Manager

Responsibilities:

• Created Technical Documentation and Knowledge Base
• MS Office 2007 upgrade
• Evaluate / Compare new Technology
• Tested new software releases including beta and service packs
• Researching technologies and products that benefit the business
• Roll-out new Anti-Virus application
• Implantation a data backup solution
• Redesigned Access database to synchronize with multiple Palm Pilots
• Used Disk Keeper to Optimize Disk performance
• Installed and Configured Desktop and Laptops
• Installed and Configured Network Printers
• Created Security groups in Active Directory
• Performs LAN administration functions in Active Directory
• Provide support on all areas of technology in the office and on-site in the field
• Supported application on a Citrix environment
• Administrate a mixed Linux (SUMBA) / Microsoft environment
• Purchase and setup / build new laptop, desktops, and printers
• Provided to office personal and field technicians
• Provided support to on-site with all things technology related
• Create new user accounts in Active Directory
• Setup users with Email account on Exchange Server
• Setup users with Blackberry’s
• Blackberry Enterprise Server
• Responsible for gathering the field data, compiling the data and creating deliverables to the customers
• Ensure maximum system uptime, security and stability
• Develop and maintain department documentation and action plans including policies and procedures, disaster recovery plans, user guides and best practices
• Manage special projects from conception and planning through completion
• Manage vendor relationships, purchasing and budgeting

Confidential

Application Support Specialist

Responsibilities:

• Sarbanes Oxley Compliance trained
• Helped with rollout of Enterprise solution of McAfee
• Created Knowledge Base (Installed / Setup Heat Knowledge Plus)
• Created Technical Documentation
• Help create and maintain an efficient and accurate disaster recovery plan
• Verify and update the documentation for WINDOWS team
• Upgrade / redesign of GTA (GoToAssist) Portal
• MS LiveMeeting Implantation / Upgrade
• Started a NOC HP OpenView
• Redesign Helpdesk process
• Developed SLA for the support desk
• MS Office 2007 upgrade
• Evaluate / Compare new Technology
• Numerous client / server application upgrades
• Tested new software releases including beta and service packs
• Researching technologies and products that benefit the business
• Assisted with MS SharePoint Roll-out (My Sites, Team Site, and Project Site)
• Implantation virtualization solution of 250 production servers
• Coordinated projects, upgrades, and enhancements with business groups
• Provided Level III support to on-site, remote domestic, and international PC and Laptop users via phone and at the desktop and remote access tools
• Supported multi-application on a Citrix farm
• Administrate Actuate, created new user, changed user permission, added user into list contained in the application and changed password, managed report schedule
• Support Applications (Clarify, Citrix, Actuate, OnTrack, Kronos Budget Application, Oracle, e.ComPresent (Optio), Help Alert (DTS). Clarify Per Event Billing (T&E), and True Comp) MS LiveMeeting, GoToMyPC, GoToMeeting.
• Logged issues into HEAT (call tracking software)
• Provide support on all HEAT products to internal users
• Administrated HEAT application
• Ran usage reports in HEAT for Management
• Responsible for supporting and installations of third-party software
• On-Call Level Two support for WINDOWS Team per rotation cycle
• Created Security groups in Active Directory
• Create new user accounts in Active Directory
• Setup users with Email account on Exchange Server
• Setup users with Blackberry’s
• Blackberry Enterprise Server

Confidential

Helpdesk Analyst

Responsibilities:

• Offer first line support to 1500 users at 5 different sites via phone and remote access
• Provided client support for desktops, file servers, WAN connectivity, Email, and other Law related applications
• Logged issues into Royal Blue (call tracking software)
• Support Dial up connections via Citrix
• Performs LAN administration functions in Novell NetWare 5 and Windows NT environments
• Trained individuals in system operations, as well as Advanced MS Office functions (Table of Authorities and formatting with the use of styles)

Confidential

CRM Application Support Specialist

Responsibilities:

• Upgrade and redesign of Citrix Farm
• Y2K compliance
• MS Office 2000 upgrade
• Evaluate and Compare new Technology
• Citrix Administrator
• Support users with Blackberry’s
• Numerous client / server application upgrades
• Transfer Client Data in to CRM
• Duties and Responsibilities
• Provided Level III support for over 250 on-site, remote domestic, and international PC and Laptop users via phone and at the desktop
• Supported Avenue CRM
• Support users with PDA’s (Palm and Windows Mobile)
• Setup uses on Citrix Servers
• Administrated all Avenue uses, created new user, changed user permission, added user into list contained in the application and changed password
• Installed Avenue on all new users PC’s
• Ran nightly backup and daily process
• Setup, configured, and supported Windows 98, and Windows NT desktop and laptop systems
• Administrate network passwords on a NT Network