SUMMARY

A result driven Systems Engineer and Administrator possessing proven success in implementation of strategic IT initiatives. A goal driven IT professional who strives to improve business functionality thus leading to a positive impact on the bottom line. Technology savvy self - starter, adept at moving into new environments and extrapolate from experience to quickly and fluently adapt to new technologies.

TECHNICAL SKILLS:

S ystem Administration: Altiris Imaging and Inventory Management, Dell Image Direct ghosting solution, Active Directory administration, McAfee e-Policy Orchestrator, McAfee Endpoint Encryption Suite, Host Intrusion Prevention, AES encryption implementation, Extensive use of PointSec technology for encryption and adherence to the safety standards.VmWare ESX server and VSphere console, Exchange, BES, SCCM, NetInstall

Applications: MS Office, Corel Suite, File Transfer Protocol (FTP), Telnet, Altiris, PointSec, ActivClient, LANDesk Management and Remote Agent, PC Anywhere, Ghost Imaging, GFI LanGuard Network Scanner, Angry IP, DS3 9.0 and Backup Agent, VNC Viewer, Remedy and HP ServiceCenter, BMC Service Desk, AutoCad, Adobe PhotoShop, Netinstall, Service Now, Exchange Enterprise Console, Helpline

Operating Systems & Database: Microsoft Windows Server 2000, 2003, 2008, 2012 Microsoft Exchange 2003, Blackberry Enterprise Server, Windows Server Updating Service, System Center Configuration Manager Server 2007, VMware, Citrix Xen Server, XenApp, MS Windows 7(all versions) MS Windows Vista (all versions), Windows XP (Professional & Standard), Ubuntu, Linux Redhat, Google Chrome OS, Droid, OSX and IOS, Oracle 8i, Oracle 9i, Oracle 10G, SQL, PL/SQL, MS Access, ERWin

Networking: Local Area Network (LAN)/ Wide Area Network (WAN), Transmission Control Protocol (TCP)/Internet Protocol (IP), FTP/SFTP, Voice Over Internet Protocol (VOIP), Dynamic Host Configuration Protocol (DHCP), Domain Name Service (DNS), Virtual Local Area Network.

PROFESSIONAL EXPERIENCE:

Confidential

System Administrator/ IT Manager

Responsibilities:

• Served as the expert IT specialist for the Service Desk corporate Confidential and all Confidential locations nationwide
• Analyzed initial support, investigation and diagnosis of incidents reported to the Service Desk aligned with the IT Service Management (ITSM) of the organization
• Monitored the quality assurance for service delivery by tier 1 and tier 2 support staff
• Managed customer incidents to ensure timely restoral of services or corrective actions were taken in an efficient manner
• Ensured robust and effective working practices which aligned with ITIL; standardized and repeatable to support the service desk
• Ensured the service desk is fully using appropriate knowledge management tools and practices in order to provide more effective and efficient services to customers
• Managed network\systems infrastructure for corporate Confidential and all Confidential USA locations nationwide
• Managed and executed PC Refresh for all of Confidential USA
• Performed server maintenance and troubleshooting & managed the overall IT support services
• Managed the deployment system upgrades via an automated Netinstall OS and software package deployment tool
• Managed Verizon Enterprise company internet circuits and its respective billing along with other vendor specific procurements.
• Created and implemented IT training material for end users & technical staff all across the region.
• Provided the oversight and guidance required to the service desk staff for the need to have empathy with their customers and an understanding of the needs of the environment
• Tracked service requests, maintained SLA’s (Service Level Agreements) and performed quality control on the completion and/or closure with customers
• Successfully completed a cutting edge deployment of Blackberry Device service and BB OS10 devices to all mobile users
• Provided IT support for executives and VIP personnel.
• Managed the overall (AD) Active Directory infrastructure for the organization.
• Implemented and maintained enterprise level security for client and server side functionality
• Managed company data, VOIP, Teleconference, voice systems and office network changes
• Managed Printer refresh and internet line upgrade projects for USA locations

Confidential

Desktop Systems Engineer

Responsibilities:

• Deployed Windows 7 and Office 2010 laptops and desktops to high volume of end users
• Implemented security policies enforced by Federal government such as RSA Token software VPN setup for all users, and Cisco AnyConnect VPN
• Worked with Lenovo and Dell desktops and laptops (deal with break and fix, warranty services for parts, etc)
• Troubleshoot issues with File and Print Servers, Exchange, and Blackberry servers.
• Deployed wireless devices such as Blackberry and Iphone to users and setup all mobile applications (BES activation for Blackberry and ActiveSync for Iphones)
• Proficient in Microsoft’s System Center Configuration Manager (SCCM) to push out applications, inventory, and remote tools
• Proficient in McAfee e-Policy Orchestrator and setting up encrypted USB Flash drives for end users
• Setup and support several high profile conferences including quarterly Councils, Neurogenetics Team meetings on weekly basis.

Confidential

Desktop Systems Engineer

Responsibilities:

• Played key role in IT security/implementation of Personal Identification Verification (PIV) card configuration & setup
• Implemented Secure Email through Activ Client application and subsequently published users’ certificates to the Global Address List (GAL) via MS Outlook or ActivClient.
• Implemented NIH\NIAMS organizational Standard Operating Procedures (SOP) for troubleshooting of desktop support operations.
• Successfully resolved myriad of outstanding issues pertaining to MS Office, Sharepoint, Communicator, etc.
• Resolved hardware issues pertaining to Lenovo, and Dell workstations and laptops and established strong client trust
• Provided hands-on support of audio\video conferencing sessions for the Executive, Director and senior management teams
• Successfully worked with senior management and office Director to test, setup, and configure COTS Inspire application.
• Supported IT security initiative of making sure all desktops and laptops assigned are encrypted via Pointsec application.
• Successfully trained and supported new hires and provided them with necessary skills to be efficient at their day-to-day job related responsibilities.
• Extensive use of new technologies such as Altiris application for configuration and deployment of Lenovo desktop and laptop images for local and remote users
• Continued work on Active Directory computers and users account management
• Performed duties pertaining to Blackberry Administration including troubleshooting user devices and Blackberry Exchange Server(BES)
• Heavily involved in project work such as Lifecycle replacement for user desktops and laptops that are out of warranty and resolve issues pertaining to deployments

Confidential

System Administrator

Responsibilities:

• Performed System Administration duties for User Access Control (UAC) for a proprietary SQL based billing application.
• Administrator for FAS Bank of America Image on-site accounting software used by the corporate headquarters.
• Provided administrative support for medical billing application, etc. to 700 Patient Care Centers.
• Assisted and provided IT support to the Service Desk and Infrastructure.
• Performed duties related to Desktop Support such as creating, and updating Ghost images based on user role such as general Admin or Clinician use
• Provided support involving email password, Active Directory account creation and access issues, Windows software, and hardware support, network connectivity, and network printing setup.
• Performed McAfee e-Policy Orchestrator and Endpoint Encryption administration
• Resolved virus and spyware issues for workstations and servers using various tools.
• Provided remote support with Citrix client software via OPS on Metaframe
• Administered DS3 backup and restore application for traveling laptop users as a centralized backup solution
• Assisted Service Desk for support in resolving system issues while utilizing web based helpdesk application (BMC Service Desk).
• Provided recommendation to senior management for improving daily operations and for the improved end user support.
• Provided assistance with interview process for new employees.
• Assisted in restoration of network connectivity for critical Patient Care Centers by working closely with both Senior System and Network Engineers.
• Provided support for critical HCFA claim printing for users within the patient care centers.
• Provided administration and support of Adobe Acrobat Professional and Standard (Version 8 and 9), Adobe Dreamweaver, Adobe Fireworks, Adobe Photoshop, Adobe Illustrator, Adobe Flash CS2 & CS3.
• Created support documentation for standardization of proven methodologies for helpdesk and overall system administration.
• Provided critical support for corporate users as well with resolution of IT related incidents.