TECHNICAL SKILLS

• OS: Windows 95 to Windows 10, Linux, Unix, Mac OS X Snow Leopard to Mavericks
• Certified Hardware: Confidential Optiplex PCs, Confidential Latitude laptops, Confidential servers, Confidential PCs & laptops, Confidential PCs, Proliant servers, laptops & printers, Toshiba PCs, Compaq PCs, Compaq laptops & servers, Gateway PCs & laptops, Apple/Mac, 3PAR, Confidential 722,743 PC, Lexmark Printers, Self Service Checkouts, POS Systems, Ingenico and Verifone Debit Card Readers, Customer Kiosk.
• Office Products: Microsoft Office 95 to 365/2016, Google Docs.
• Email: Outlook 98 to 2016, MS Exchange, Lotus Notes 6.5, Gmail, Yahoo.
• Call Logging: Footprints, Remedy, Call On, Vantive, Track - It, HDFS, TechExcel, ICE, CERES, Servicedesk, Confidential Service Manager, SalesForce, Servicenow.
• Backup & Imaging: Connected TLM, Ghost, Acronis True Image, Clonezilla, SyncToy, SCCM.
• Remote Support: Carbon Copy, NetOp, Net Meeting, SMS, Terminal Services Manager, Microsoft Remote Desktop, DameWare, MyRoom, Gencontrol, Real VNC, LogMeIn, Google Remote Desktop, MS Lync/Skype, Bomgar, Quick Assist.
• Anti Virus: Norton/Symantec Antivirus, McAfee, Avira AntiVir, Trend Micro, Sophos.
• Other: WinFax Pro, Right Fax, Siebel, SAP, Java, Novell, Active Directory, VPN, Oracle, FAS Asset, Inventory Client, Blackberry, Palm, iPhone, iPad, Android smartphones and tablets, I3 Administrator, ShoreTel Director, VirtualBox, VMware Fusion.

PROFESSIONAL EXPERIENCE

Confidential, Alpharetta, GA

Desktop Support Migration Specialist

Responsibilities:

• Upgrade and Migration project to move users to new hardware and from Windows 7 to Windows 10
• Create automation tool for data migration
• Create Windows 10 installation and data migration documents
• Performed analysis of each individual user s daily needs to ensure all aspects of their individual PC configuration were recreated. New machine configuration included Microsoft office setup, any special non - standard software, personal data files, Outlook personal file folder moves, and printers.
• Configured and upgraded laptops, desktops, and kiosks with Windows 10 in order to upgrade/replace end-user s machines
• Assisted users in initial hardware setup including providing an introduction to Windows 10 when necessary and was the initial point of contact for any first week issues with their new laptops/desktops.
• Remote support using Lync or Quick Assist
• Active Directory administration
• Imaged laptops, desktops, and kiosks
• Service Now call logging
• Setup and/or installed software applications including Office 3 Standard and Professional, AutoCad, Adobe Acrobat, and any proprietary or specialized software.
• Hardware repair and support
• Reimaged machines as required, and also retired old machines to be recycled following company procedures including the removal of computers from Active Directory.

Confidential, Alpharetta GA.

Technical Solutions Support Engineer

Responsibilities:

• Provide high - end engineering technical support to medium and large businesses utilizing enterprise & mission critical class Storage Area Networks (SAN) technology and iSCSI & Fiber Channel Storage Solutions.
• Common troubleshooting task includes hardware/software failure diagnosis and repair, performance analysis, rmware upgrades, and resolve connectivity issues between Linux, Windows, and VMware host, and switch fabric & storage.
• Recommend and con rm best practices and supported con gurations of server O/S, HBA s, Fiber channel switches, and disk arrays.
• Elevate/Escalate cases to Level II & III engineers if needed. Remotely assist Confidential eld engineers with troubleshooting.
• Remotely assist Confidential eld engineers with troubleshooting and repairs.
• Solve and document solutions for usage by other technicians and customers.
• Mentor new and existing agents as needed.
• Supported 3PAR storage systems from
• Transferred to Server Support due to a layoff from 3PAR and worked there from

Confidential, Alpharetta GA.

SYSTEM ADMINISTRATOR

Responsibilities:

• Set up, maintain and troubleshoot Microsoft Windows desktop and notebook computers
• Install and configure software
• Set up and configure printers, scanners, and other peripherals
• Document issue resolution using Footprints ticketing system
• Maintain inventory of all hardware and software via corporate Asset Management tools
• Maintain excellent communication with all end users and other members of the technology department
• Configuration and troubleshooting of desktop/notebook hardware and software
• Support Microsoft Windows XP/7/8
• Support Microsoft Office
• Support Outlook
• TCP/IP networking and related network services (i.e. DNS, SMTP, DHCP, etc)
• Active Directory/Exchange concepts and administration
• Experience working in a structured, process - driven environment
• Microsoft Deployment tool kit and Microsoft SCCM for imaging and configuring computers
• McAfee Endpoint security tools
• Client based VPN software and two factor authentication token

Confidential, Alpharetta GA.

TECHNICAL SUPPORT ENGINEER Tier II - III

Responsibilities:

• MacBook Pro and Air, hardware and software upgrade, end user setup and support
• Confidential and Confidential laptop repair and upgrades
• Microsoft Office 365 setup and support
• Remote support using Lync or GoToAssist
• ShoreTel phone administration
• Create Exchange accounts, synchronize with Office 365 using PowerShell and Active Directory administration
• Used Camtasia and PSR to create videos/documents
• Build PC s from scratch and create Clonezilla images
• JIRA call logging

Confidential, Alpharetta GA

PERSONAL CARE GIVER

Responsibilities:

• Create meal plans and cook meals
• Disperse medications
• Schedule PT and medical appointments and bring her to them
• Setup and support computer, printer, phone system, TV and WIFI
• Lawn care and Handyman

Confidential, Alpharetta GA.

LAN ENGINEER III

Responsibilities:

• Large national project to migrate from Windows XP to Windows 7 and Office to Office 2013
• Interface with project managers, vendors and customers to find solutions for problems that arise after migrating computers and laptops
• VMware and Citrix use and installation
• Support LANs, desktop and server applications (MS Windows, MS Office, MS Outlook/Exchange and SharePoint) and related hardware (desktops, laptops, thin clients, printers, MFPs, etc.)
• Support endpoint devices in a manufacturing environment wireless scan guns, printers, wireless thin clients or systems connected to manufacturing equipment
• Confidential Service Manager for Ticketing
• Troubleshooting and setup of mobile devices
• Implement wireless end user devices (scan guns, printers, laptops, terminals and mobile devices)
• Manage intrusion tools (anti - virus, malware, spam prevention, etc.)
• Operating System deployment and patches using SCCM

Confidential, Norcross GA.

DESKTOP SUPPORT SPECIALIST

Responsibilities:

• Support the CEO, CFO and all the other senior level employees
• Mac OS X Snow Leopard to Mavericks installation, setup, migration, troubleshoot issues and connect them to an AD Network
• Install/Setup Microsoft VMs using VirtualBox or VMware Fusion
• Windows installation, setup, migration, troubleshoot XP to Windows 7 create images for clones of them using Clonezilla
• Installation, setup, troubleshoot and repair printers
• Setup email and security on iPhones, iPads and Android smart phones
• Setup Active Directory accounts
• Create phone accounts for VoIP I3 - Interactive Intelligence phone system and Polycom phones
• Setup and diagnose problems with Cisco and Juniper VPN on PCs, MACs and smart phones
• Performed tape rotation for company backup
• Helped move and setup servers and racks
• Install wireless routers, patch network cables, cabling
• Setup multimedia/video conferencing equipment for meetings classes etc...
• Help hire, setup and train new employees