SUMMARY:

• ITIL Certified Tier II Support Analyst with a strong background in the planning, management, deployment and troubleshooting of workstation, networking, VoIP & mobile hardware and software to include: Windows7/XP, MS - Office 20XX, Active Directory, ServiceNOW, Remedy, PGP, Bitlocker, TCP/IP, DHCP, SCCM and CISCO. Android, Blackberry and Apple mobile devices.
• Possess exceptional customer service skills successfully interfacing with a broad range of customers up to and including CEO's.

PROFESSIONAL EXPERIENCE:

Confidential

Tier III Technical Support Engineer

Responsibilities:

• Provide Tier III support for workstations, servers, switches, network printers, CISCO VoIP, Android and Apple mobile devices.
• Add, change and delete users and systems in Active Directory using NetIQ.
• Sole support technician at a 1.2 million sq facility servicing 100’s of users.
• Maintain SLA's utilizing ServiceNOW and rectify issues remotely and desk side as needed.
• Configure and support iPhone, iPad, Blackberry and Android mobile devices.
• Configure and deploy Cisco IP Phones utilizing CUCM.
• Support MS Office 2007, 2010, Gmail and proprietary applications.
• Maintained database of all company computing assets.
• Utilize DSM to push applications and updates.
• Image new systems with Windows 7 Enterprise and migrated user profiles for deployment.
• Export user profiles using USMT or manually as needed.
• Diagnose and repair a broad range of system, network and application specific issues.
• Independently service a broad range of GSA personnel from production to senior management.
• Perform duties with little to no supervision.

Confidential

Senior Technician

Responsibilities:

• Provide a broad range of services on behalf of Confidential - Confidential, Panasonic, DELL & Office Depot.
• Complex repair of laptops, desktops, mobile devices and network printers at end-user locations.
• Independently service Fortune 500 companies and large al institutions.
• Configure and test network devices for functionality.
• Coordinate shipment of replacement parts and RMA's.

Confidential

Systems Analyst II

Responsibilities:

• Provided Tier II support utilizing BMC Remedy for Windows based workstations and network printers.
• Maintained SLA's as outlined and rectified issues remotely and desk side as needed.
• Provided extensive support for iPhone, Blackberry and Android mobile devices.
• Supported MS Office 2007, 2013, Visual Studio and web based apps such as SharePoint.
• Supported Blackberry, I Phones, Android and Windows based mobile products.
• Experience with LAN, WAN configuration TCP/IP, DHCP and network protocols.
• Maintained database of all company computing assets including consumables.
• Utilized SCCM to push applications and updates.
• Managed migration from Windows XP to Windows 7 Enterprise (5,000+ users).
• Managed Sharepoint calendar and associated documents for migration project.
• Imaged new systems with Windows 7 Enterprise and migrated user profiles for deployment.
• Exported user profiles using USMT or manually using UNC connection.
• Responsible for backup and restoration of end-user profiles and DATA.
• Diagnosed and repaired a broad range of system, network and application specific issues.
• Independently serviced a broad range of customers from production to senior level management.
• Performed duties with little to no supervision.

Confidential

Senior Technician

Responsibilities:

• Senior Technician for a contract computer services company performing concurrent support for multiple clients.
• Provided phone, remote and onsite support for Windows Client/Server environments.
• Strong knowledge of Microsoft OS including DOS, Windows XP and 7.
• Supported mobile computers and a wide range of cellular devices.
• Expert level hardware repair for laptops, desktops, laser printers and associated peripherals.
• Performed simple maintenance to complex problem solving such as DATA recovery.
• Proficient in system imaging utilizing Ghost, Casper XP, 7 and DOS commands.
• Supported Microsoft applications such as Office 97, 2000, 2003, 2007, 2010 and 365.
• Planned & configured complete wired and wireless networks including security.
• Custom CAT5 cabling experience.
• Extensive experience with security and anti-virus applications like Norton, F-Secure and McAfee.
• Installed and maintained various logging and monitoring software.
• Experience with LAN, WAN configuration TCP/IP, DHCP and network protocols.
• Supported legacy networks such as Novell.
• Managed vendor relations and hardware purchases.
• Supported NAS and RAID arrays.

Confidential

OEM Account Manager

Responsibilities:

• Responsibilities included supervising outside representatives across the country (extensive travel).
• Generated new products based on customer requirements.
• Negotiated and created supply agreements with manufacturers and contract manufacturers.
• Forecasted contract manufacturer requirements. Utilized various portals to adjust supply accordingly.
• Liaison between OEM Sales and internal engineering/manufacturing.
• Reported directly to the CEO of Dataram.
• Increased OEM Sales from $900,000 in 1999 to $4.5 Million in 2004.
• Successfully completed Salesability sales course.

Confidential

Sales Representative

Responsibilities:

• Prospected Fortune 500 end users through cold calling.
• Relationship based sales requiring technical knowledge of SUN, HP, IBM, DEC and SGI UNIX Servers.
• Responsibilities included presentations for Executives, IT Engineers and Purchasing Agents.
• Ranked number 1 in Government and al Sales in 1997 generating $5 Million in Revenue.
• Closed largest single end-user account in 1998 Confidential generating $3 Million per year.
• Successfully completed Dale Carnegie sales course.