SUMMARY OF QUALIFICATIONS

• Organized and ambitious professional offering accomplished experiences in the areas of PC and Desktop expertise across Windows Networks and Telecommunications
• Perform configuration, delivery and installation of all IT and network services and telecommunication systems
• Work experience consists of using customer service skills in call center environments
• Create and maintain documentation on Information Technology systems and infrastructures to include configuration standards, as-built diagrams and historical and trending information
• Perform general system administration, database administration and network administration duties, including equipment setup and installation, storage management, and operator duties such as backups, patching, etc.
• Applies in-depth knowledge of managerial, technical, and administrative aspects of information management,information assurance, and emerging technologies to direct and sustain the delivery of IT systems
• Install, configure, troubleshoot and maintain customer hardware and software
• Provide customer service on difficult and complex IT support situation and problems related to local area networks LAN , metropolitan area networks MAN , and wide area networks WAN
• Degree in Information System Security major with comprehensive understanding of PCs, desktop applications and computer/network architecture
• Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance
• In-depth knowledge and understanding of numerous software packages and operating systems
• Skilled in providing customer and end-user help desk support
• Easily identify and resolve technical issues and concerns / Excellent communication and presentation capabilities

TECHNICAL SKILLS

• Applications: Cisco IOS, Microsoft Office Suite - Adobe Acrobat, Symantec Norton Antivirus, Internet Explorer 5,8,9,11, McAfee Antivirus, McAfee Application Control, AVG Antivirus, SUPER Antispyware, Anti-Malware, Netscape, Mozilla Firefox, Google-chrome, VPN Connection, Ultra VPN, ServiceNow, LogMeIn, PCAnywhere, MyPC, sonicwall, Dell Open Manage, Remote Desktop/Terminal Services, Illustrator, Acrobat, ViewPiont, Symantec, ALTRIS Deployment Console, Citrix, Landesk, Veritas,Novell, Active Directory AHEC User Manager, Group Policy, SCCM, Lawson,Windvd, Citrix, Epic, Trakkar, ISIS, Kofax, ChrisControl, DameWare, VirtualDesktop, BreezeSuite, Canopy, Crystal Report, Dragons, EasyDVD, JAVA, LicenseCrawler, Lync Client, MapPoint, Meditech, MIDAS, Midmark, Oracle, Ontrack EasyRecovery Pro, PDFCreator, Physico Tools, Powerscan, Powershell, Psychmngr, Quicktime, RAPrint, RECNOW, RECNOW, registryedits, Scan All Pro, ScanSnap, SecureCapture, Snagit, Sonosite, SQL, Silverlight, ThinkVantage, TightVNC, T-Metrics, Trakkar, Turning Point, Tweak, Ultra Media, VISICU, VLC, WinnDVD, WinRAR, WinSCP, WinUSB, Winzip, ZipGenius, Xerox Preton, QRes, PC-kits, PCN Term, PCanywhere, PatchBatch, Monette, Movi, Lionville firmware, iSite, Iview, Hyperspace, HealthTouch, GlucStab, ExpressImage, EZClaim, FirsClass, Cadwell, Cactus, Capsule,Chartmaxx, Avamar, Imagecast, and Mcfee
• Computer Classes: Networking Concepts, Hardware / Software Support, Internet/Web Fundamentals, Operating System Concepts, Database Concepts, Systems Analysis Design, Windows Single User, Security Concepts, System Support Project, Windows Admin, Information System Business, Routing Basics, Networking Basics, Linux/UNIX Single User, Intro to Program Logic, Security Intrusion Detection, and Security Capstone Project
• Knowledge: Computer hardware and software systems and programs, Computer troubleshooting, computer viruses and security, E-mail and internet programs, Computer networks, network administration and network installation, desktop migration project from Windows XP to Windows 7, five years of call center support online and telecommunications, XP / window 7 troubleshooting,deploy Required Software via ALTIRIS Deployment Console,
• provide support to end users either over the phone, remotely or in person, and solve their computing problems, complete call logs ticketing and Contact / Escalation ticket to appropriate teams if out of privilege to End user, Active Directory Group Policy Objects, operating systems registry keys , Data Leakage Prevention based on Symantec Endpoint Protection
• Hardware Knowledge: Lenovo laptops 4Series,5Series,Rx-Series, X-1Series,Dragons, desktop-M6,M7,M8,M9 Series, GreaseBoard, WOW, Tiny A-10, Dell's 6600,6700,6800 Series, Cisco routers, Cisco Catalyst switches, HP server and printers, Xerox scanners and printers, Toshiba, Fujitsu, and KofaxVRS scanners, Topaz E-signature pads
• Operating Systems: Windows 98/2000/XP/Vista 7,8: Linux Ubuntu, Mint

EMPLOYMENT HISTORY

Project Team Lead

Confidential

• Ensure Cone Health's hospitals Wesley Long, Moses Cone, Womens, Behavior Health, Annie Penn, and Cone Health Family Practice Facility Centers computers and patient information remain secure
• Implement enhanced security measures on these remaining Windows XP Pc - such as internet filtering to block malicious sites, McAfee Application Control to allow only known applications to run, and reduced user account privileges to ensure no malicious software is inadvertently installed
• Deploy Required Software via ALTIRIS Deployment Console / Manually on particular systems/ USB Generic/ User Window7 Push
• Coordinates team to inventoried the computers and software at our hospital and clinic locations, and, when needed, upgraded the computer hardware to ensure computers meet the specifications for Windows 7
• recovered personal data informations from old Pc
• Diagnosed, tests configured systems for appropriate functioning and troubleshoots for any system errors and failures
• Backup systems , GR Boards Monitoring Systems , Printers, Scanners, E-sign pads within all Cone Health hospitals
• Desktops / Tiny wireless Desktops, Laptops, Dragons Voice Dictating Systems , WOW Work-Station on Wheels , BCA
• call logs ticketing and Contact / Escalation ticket to appropriate teams if out of privilege to End user System on
• Provide support to end users either over the phone, remotely or in person, and solve their computing problems, complete
• Optimized performance and techniques, using system tools, window task manager, logs and event reports
• Follows customer personal computer system hardware and software specifications based on the configuration services
• Schedules and confirms own appointments and communicates directly with end users for PC replacements or upgrades
• Troubleshoots malfunctioning units using efficient problem solving techniques and departmental procedures
• Polices as per Personal/Generic Account requirement
• MacAfee updating, Migrating Data, Adding Outlook Personal Folders/Mail Boxes, required Software, defined Group
• Deploy computers from XP and similar to Windows 7 operating systems and post migration process by Windows and
• Assists Configuration Technicians with Desk Top/ laptop, and peripheral setup / connections on Cone Health server
• Manipulate Users, Computers and assigning Group Policies via AD AHEC User Manager Cone Health domain
• Experience using SCCM 2007/ 2012 for windows 7 deployment
• Manage and coordinates the Endoscopy Cancer Center Migration Project at Wesley Long Hospital AHEC Migration Project and Sodexo Migration Project at Moses Cone Hospital,Women's Hospital, and Behavior Health Hospital along with many Cone Health Family Practice Facility Centers

Confidential

Support Center Specialist

• Dispatch Authorized Service Contractors
• Provide Operational and Technical Assistance to end-users on GVR Dispensers, GVR Passport Point of Sale systems while maintaining World Class Customer Service
• Monitor and resolve daily Tasks and Alarms
• Reply to emails from MOC's and Jobbers
• Able to work and adjust schedules to meet business needs in a 24/7/365 environment

Desktop and Win7 Migration Tech

Confidential

• Provides support to end users on a variety of migration / re-imaging issues
• Provides hardware / software break-fix support experience, including multi-function printer issues
• Identifies, researches, and resolves technical problems
• Responds to telephone calls, email and personnel requests for technical support and performs hardware fixes on the job
• Documents, tracks and monitors the problem to ensure a timely resolution
• Relies on instructions and pre-established guidelines to perform the functions of the job
• May involve use of problem management databases and help desk system
• Position requires occasional on call times due to nature of customer center

Digital Tech Support

Confidential

• Answered incoming calls from Clients and Customers concerning technical support issues and inquiries
• Assisted through troubleshooting technical issues and concerns including technology support and provided suggested solutions and resolutions to questions and problem
• Dependent upon position, field billing inquiries from customers, activated new service provisions, and provided plan upgrade information
• Accurately documented and updated records in required systems tracked daily calls
• Provided prompt resolution to customer inquiries by providing appropriate and accurate information

Software Support Specialist

Confidential

• Performed hands-on fixes at the desktop level, including installing and upgrading software
• Supported different software platforms and POS
• Resolved application and software issues within databases and other mission-critical systems
• Provided one-on-one end-user problem resolution over the phone and ticket management
• Delivered tags and assisted in the configuration of end-user PC desktop hardware, software and peripherals
• Provided and set VPN connections using LogMeIn and PCAnywhere
• Remotely connected to users' computers, determined minimal use-case to recreate issue, solved issues if possible or provided concise details to development for further analysis and resolution