Experience:

2nd Line Analyst, Hastings Direct Insurance,

Confidential

• Progression of Service Requests, to pre-defined service levels, placed upon the Service Desk by various departments, including such activities as provisioning new workstations, users account management on systems and applications, installation, configuration and provisioning of telephony services.
• Action of scheduled operational procedures in a timely, quality conscious and appropriate manner, including running nightly jobs, backups and system checks, to ensure high availability to all users.
• As appropriate, deliver AS/400 Operations, CDL Operations, Telephony, LAN WAN management, PC maintenance and any upgrades.
• Actively participate in task delivery as required, and ensure agreed objectives are delivered to time, budget and appropriate quality levels
• Provide 2nd Line support for multiple internal and external applications, Microsoft product suite, 150 Wintel servers, and 15 HP switches.
• Provide remote support to the following sites: Bexhill, Newmarket, London, Gibraltar as well as DR sites of Crawley and Basingstoke

Sr. Technical Lead, Arden Knowledge,

Confidential

• Craft, plan and implement migration strategies for client system/infrastructure expansion
• Research and employ new technologies to respond to critical issues and task that inhibit efficient client support
• Work with senior management to prepare agency proposals
• Prepare best course of action based on client audits
• Develop course of actions to mediate problems with client systems/infrastructure
• Directly responsible for 2nd/3rd line support of client base 50 companies
• Use technologies to provide the monitoring of system backups, antivirus/malware infections, client/network infrastructure and client/server uptime
• Responsible for the planning and execution of migrations to include but not limited to:
• Windows 2003 > Windows 2011 SBS
• Windows 2003 > Windows 2012 Foundation/Essentials
• Exchange 2003/2007 > Exchange 2010
• Exchange 2003/2007/2010 > Kerio Connect Hosted Mail

Windows Helpdesk Technician,

Confidential

• Thoroughly and accurately understand issues and analyze the problem in a systemic fashion.
• Manage and support servers in a Microsoft Windows environment to ensure backup, performance and uptime are optimal.
• Install and configure servers in a Microsoft Windows environment.
• Issues at this level will include but limited to: Server Hardware, Networking, Web Services, Database, Active Directory, DNS, Cluster configuration, and E-Mail.
• Create AD groups, users, and understand user permissions
• Perform routine maintenance windows updates, server reboots, backups
• Configuration, setup and management of IIS 6.0 and IIS 7.0 based web servers, working with a variety of .Net Frameworks 1.1, 2.0, 3.0, 3.5, and 4.0 and related development tools.
• Assist in the development of system solutions, architecture modifications and capacity planning for supported environments.
• Maintains technical knowledge by attending educational workshops reviewing professional publications establishing personal networks participating in professional societies.
• Assist in Microsoft Exchange migrations Exchange to Exchange
• Assist in Microsoft Exchange upgrades 2003/2007 to 2010
• Create new server environments with Microsoft Hyper-V

Exchange Administrator,

• Confidential
• Closely supervise performance by first line support technicians
• Answer advance technical or functional questions and perform Tier III troubleshooting
• Acquire and maintain knowledge of existing DoD systems and new systems in order to provide accurate assistance
• Establish detailed guidelines and assists technicians with on-site installations

Managed Mail Admin II,

Confidential

• Owner of complex customer issues, which may take several days or weeks to resolve
• Maintain a good working knowledge of the following: Microsoft Exchange internal and external DNS and DNS troubleshooting tools network and email fundaments
• Working knowledge with troubleshooting PDA devices, to include BlackBerry, Windows Mobile, and iPhone devices
• Ability to handle multiple tasks and to prioritize work in order to maintain required productivity levels
• Apply creative problem-solving techniques to identify the source of problems while at the same time keeping the customer aware of every step along the way via the ticketing system

Level 2 Technical Support, 2wire,

Confidential

• Serve as shift lead support for Level 1 Technical agents
• Provide assistance to Quality Assurance in the form of customer call monitoring
• Provide supervisory support through monitoring Technical Agents call activity and responding to customer service surveys

Project Manager, Confidential

• Manage requirements, time schedules, and resource assets necessary to accomplish CITS mission
• Oversee coordination of hardware and software installations
• Approve new projects as well as system upgrades and overall system and network engineering layouts

Desktop Support,

Confidential

• Provide network administration through the monitoring and managing of DNS and DHCP servers
• Provide domain administration by setting up new computer and network hardware into the correct naming convention in the Forest/Tree structure if the USACE Windows 2000/2003 domain structure
• Provide daily desktop applications support using the Remedy Helpdesk system
• Provide systems setup and support for new programs and software testing and training

Computer Clerk,

Confidential

• Provide network administration through the monitoring and managing of DNS and DHCP servers
• Provide domain administration by setting up new computer and network hardware into the correct naming convention in the Forest/Tree structure if the USACE Windows 2000/2003 domain structure
• Provide daily desktop applications support using the Remedy Helpdesk system
• Provide systems setup and support for new programs and software testing and training

Firewall Administrator,

Confidential

• Provide technical support and provide network security reviews and audits to field organizations
• Work with other DOD agencies, AFCERT, DOD CERT, etc., to provide metrics, reports, also, up channel intrusions or security incidents
• Configure network devices i.e. routers, hubs, switches, firewalls according to standards identified by NOSC Government personnel policy
• Provide weekly events and development status reports to government personnel, along with written suggestions for program improvements, daily briefing reports on security issues and developed security guidelines according to industry best practices for network systems at the NOSC and BNCC levels
• Provide technical support, commensurate with industry best practices, on the following devices: raptor firewall, UNIX version, and Norton and McAfee antivirus software

Firewall Administrator,

• Confidential
• Provide internet access through StoneSoft StoneGate/TrueGate firewall clusters and Management Systems
• Monitor the Mailrelay system that is the link between the Mailsweeper content filtering system and US Department of State MS Exchange system

Network Administrator,

• Confidential
• I maintain systems for all end user desktops and laptops
• Monitor tape backup rotation schedule using Veritas backup software
• Setup and installed Oracle and Vantive pieces of software

Windows Administrator,

Confidential

• Support 200 users with desktop support of Win9x/Win NT/Windows 2000 systems
• Support Microsoft Office Suite applications

Computer Assistant,

Confidential

• Lead on the intranet development of the TACCSF web site
• Provide assistance with maintaining, DNS, WINS, DHCP, and TCP/IP configurations for the network
• Maintain the Internet and intranet sites for all security updates and patches
• Maintain Cisco switches, routers and catalyst network hardware and software
• Install, configure, and implement network test-bed, which allows the testing of new network server, and software configurations, such as Microsoft's .net software, and Windows XP Beta and RCx software, before implemented in the TACCSF server farm and onto the TACCSF network