SUMMARY:

• Highly motivated Technical Support professional with over 20 years experience in diverse backgrounds including sales, customer service and supervision.
• Committed to quality and excellence with strong verbal, listening and written skills.
• Able to negotiate and resolve issues quickly, accurately, and efficiently.
• Results - oriented with adaptability to new situations.
• Technical expertise in troubleshooting, installation and repair of a wide range of systems
• Windows Desktops (IBM, HP, Compaq, Dell) Windows OS 95 - Windows 8.1
• Windows Servers (IBM, HP Blade, Compaq, Dell) Windows Server 2008 R2, Windows Server 2012
• Macintosh Desktops OS X 10.1 - 10.9
• Macintosh Servers OS X Server 2.4 - 2.8
• Lotus Domino Server v.8
• IBM Websphere Application Server
• Domain Administration and Migration/Patch Management

SOFTWARE SKILL SETS:

• Microsoft RSAT for Active Directory, MS Exchange 2010, MS Office 2013, Lotus Domino Server v.8, MS SQL Server 2008 R2 SP3, VM Ware, VB Script v.5.8, Citrix Server 6.0, Enterprise Anti-Virus software applications, VPN Configuration, MS SharePoint, Google Cloud Services & Analytics, Server/Client account management, Tivoli Storage Manager, Novell Console Manager, IBM Websphere Application Server, Microsoft IIS Internet Information Services v7.0
• Tablets, Smart phones, Smart TV, Audio/Visual design and installation,
• Smart House Architect, Networking Design and Implementation, Wireless Mesh
• Networking Design and Implementation, Printers, Fax Machines, Digital
• Imaging, Projectors, Multi Channel Audio Engineering, Video Teleconferencing
• Design and Implementation

PROFESSIONAL EXPERIENCE:

Confidential

House Supervisor

Responsibilities:

• Provides safe environment for overnight transient guests seeking shelter from hazardous weather conditions; administers guest check in and provides building security for long term housing residents; performs other duties as needed per description of Executive Director of Confidential

Confidential

Administrator

Responsibilities:

• Confidential Desktop & Server administration, hardware, software and peripheral troubleshooting and support, domain administration and account management, software deployment and configuration; Software and Hardware updates, troubleshooting, patch management and repair.
• Migration and upgrades from Windows XP - Windows 7; Office 2003 - 2013, VBScript v.5.8, hardware replacement (disk drives, motherboards, NIC cards, video cards, etc.)
• Network infrastructure design and implementation, IT consulting on new and emergent technologies.
• Confidential and Confidential ISP home networking configuration and upgrades for residential and Confidential Internet access.
• Remote administration and configuration for IOS devices and peripherals, i.e., Smartphone, tablets and net books for integration into office and residential network infrastructure, remote patch management and testing for deployment of upgrades, account management for cloud storage, deployment and integration.

Confidential

Level IV Server Support Specialist

Responsibilities:

• Managed nationwide network of server farms utilizing RSAT and OARS for diagnoses and troubleshooting OS malfunctions, patch management and hardware replacement; System Administration of Windows 2003, 2008 and Linux Redhat OS;
• Deployed resolutions and logistics for parts replacement;
• Managed network of 5000+ field technicians for proper troubleshooting and diagnoses of server, desktop, printer and peripheral malfunctions;
• Provided technical support for POS systems, PLCB wine kiosks, cash registers, receipt printers, security keypads and credit card terminals;
• Utilized industry standard and proprietary ticketing systems; Administration for Confidential call system; Created monthly reports on case resolution, FCR percentages, logistics costs and asset management

Confidential

IT Help Desk/Domain Administrator

Responsibilities:

• Administered computer network for the Dept of Revenue
• Active Directory Domain Administration, .NET, SMS, SUS client rollouts
• Provided onsite technical support for desktops and peripherals
• Utilized Remedy and Confidential system for diagnoses and resolution
• Provided technical support for Windows XP Pro, Windows 7 Enterprise, Office
• 2003 & 2007, AS/400, Multsess, VPN, SmartBoards, Polycom VOiP audio/video teleconferencing, WebEx multimedia presentations; Deployed standard desktop images onsite and remotely via Remote Desktop; Utilized and administered Tivoli Storage Manager for daily backups across CWOPA domain; Utilized Crystal Reports for asset management and .NET administration

Confidential

IT Help Desk/Systems Administrator

Responsibilities:

• Team Lead/Shift Supervisor for Help Desk associates on specialized contracts.
• Administered 2,000 node network for international airline
• Domain Administrator for Novell, Windows NT v4.0, 2000 & 2003 Server with
• Active Directory and Console Manager
• Deployed internet security policy for servers and clients with WebSense
• Managed field technicians for proper troubleshooting and resolution of hardware/software malfunctions; Training and supervision of newly hired personnel; s
• Utilized IBM Tivoli Storage Manager for server backup and monitoring processes
• Utilized Remedy and Confidential system for diagnoses, resolution and documentation

Confidential

Computer Networking Product Specialist

Responsibilities:

• Account management of Value Added Resellerson new and emerging technologies for product placement and resale
• Participated in ongoing training of emergent technologies for business and education sectors
• Expert consultation of A/V and computer networking technologies