Technical Administrator with a background in systems configuration and support. A breadth of experience managing helpdesk functions, application customization and support, system upgrades, deployments, and network management make me an intelligent choice for administering or coordinating your technical environment.

Profile (Summary of Skills)

• Experience in operational support, best practice troubleshooting, monitoring, and maintenance. Knowledge of LAN, WAN, and Wireless technologies; to include setup, troubleshooting client and server configuration.
• Experienced at helping users and team members understand their company’s technical capabilities as well as translating business requirements to technical teams.
• Competent coaching, training, and documenting technical procedures.
• Demonstrated ability to coordinate efforts between technical groups, technology developers, and end-users.
• Track record of increasing customer satisfaction with technical resources.

Platforms

Mac OS, APPLE OS X, Tiger, Leopard, Windows NT, Windows 2003 Server, Windows XP Home and Pro, Windows Vista, Linux (Ubuntu), AS400, Window CE, Citrix

Professional Experience

Confidential
Deskside Support (November 2008 – Present)

• PC Hardware Diagnosis/Break/Fix/Imaging/Moves
• Accept SRM Requests: Requests for New Equipment and Application.
• Install hardware peripherals, software applications and systems.
• Imaging IBM desktops and portables for distribution to employees.
• Support user email issues related to Microsoft Outlook 2000/2003/2007 on the Exchange mail server.
• Support Network users with VPN access, security protocols, and token technology.
• Assist users with software and application related questions and problems. IE. Oracle. MS Office Suite, Citrix
• Provide 1 to 1 coaching of technical topics and mentoring to novice computer users.
• Assist users with Account maintenance, server accesses, and email account setup.
• Implemented push/pull system installs and workstation setup and upgrades.
• Repair and troubleshooting RF Gun, followed set guidelines for reconfiguring RF and Wireless devices before returning equipment to service.
• Document and shared common problems and solutions with user groups via email, support forums, and wikis.
• Manage, administer and also trouble user desktop and laptop problems using remote administration tools.
• Manage all routine production workstation and server software definitions and updates.
• Troubleshoot phone system and audio/Visual equipment.

Confidential
Network Administrator/HelpDesk Support (April 2008 – March 2009)

• Analyzed technical requirements for Users.
• Install hardware peripherals, software applications and systems
• Administration of Mac OS X, Window XP Professional, Server 2003, Vista and Linux support topics, for user groups. Managed Mediawiki and document hosting servers.
• Took responsibility and ownership to organize accurate, up-to-date IP and equipment inventories for departments.
• Documented and shared common problems and solutions with user groups via email, support forums, and wikis.
• Support user email issues related to Microsoft Outlook 2003/2007 and Entourage 2004/ 2008 on the Exchange mail server.
• Managed network accesses, security protocols, and VPN connections.
• Developed helpdesk strategy with a ticketing system to track the support process using free and low cost products.
• Responsible for weekly training session sharing new technology with MAC and PC users.
• Provide 1 to 1 coaching of technical topics and mentoring to novice computer users.
• Conducted weekly training workshops to streamline usage of apple computers, increase productivity, and increase efficiency in sharing calendars, email and other needed resources.

Confidential
School Technology Support (August 2007 – February 2008)

• Analyzed hardware, system software and networking equipment at assigned schools, recommended upgrades, made level 1 repairs onsite and escalated level 2 and level 3 repairs, also made minor adjustment to minimize downtime.
• Demonstrated and assisted technology training sessions on Remote Desktop Administration and Window XP support topics, for other school support groups.
• Took responsibility and ownership to organize accurate, up-to-date IP and equipment inventories for assigned schools.
• Documented and shared common problems and solutions with user groups via email and support forums.
• Supported 250 LAN and wireless users, 40 wireless access points, with TCP/IP and printing problems and server connection issues.
• Supported Kerio Webmail, MS Entourage, and MS Outlook email issues for administrators, staff at three schools (220 users). Supported other MS applications such as Microsoft Word, Excel, and Adobe Acrobat.
• Conducted 1 on 1 training sessions with teachers for application and browser usage.
• Assisted other STSs with ideas and procedures to increase they’re efficiency.
• Used knowledge on Operating systems to create, and adjust school specific OS images (using Carbon Copy and Disk utilities for Macs).
• Supported application users, diagnosed application faults, and directed clients on usage.

Confidential
Senior Library Specialist (June 2005 – August 2007)

• Supported Technology users at UT Health Sciences Library with Mac and PC application problems, printing problems to minimize downtime. Performed level 1 support and escalated level II support to appropriate groups.
• Maintained and administered 60 Mac computers and 20 PC at the UT Library. Coordinated routine maintenance, updates and upgrades.
• Coordinated class scheduling and training workshops in the Multimedia Lab and Electronic classroom, answered technical questions for staff via email or phone.
• Assisted faculty members, lecturers, and professors with MS Office Adobe application products for class presentations.
• Took responsibility of the Digital Media Workshop, which is an area that houses scanners, digital cameras, audio equipment and other material used in the authoring and production of digital media content and web presentations after Coordinator retired.
• Conducted frequent browser tests on IE, Firefox, and Netscape for application performance optimization. Advise users on best browser for certain features.
• Assisted students in locating and using audio and computer based material and computers in the public areas of the library, identified, researched, resolved and responded to issues or questions received from internal and external customers.
• Provide photography and videographer services to include audio and video podcasting, media cds, and DVDs.

Confidential, Memphis, TN
Business Compliance / Support Tech (Nov 2003 – May 2005)
Business Compliance –

• Performed daily audits on production.
• Reconciled daily USPS shipping rates and charges.
• Coordinated daily production and logistical plans with headquarters, other branches, and 3rd party contractors.
• Prepared summary reports on shipping volume to departments.
• Purchased and managed office supplies and inventories.

Tech Support Role –

• Managed the facility upgrade of 30 workstation from Windows 95 environment to a much more efficient Window 2000 network.
• Updated hardware and workstations, replaced parts, performed repairs and maintenance on printers for the system upgrades.
• Implemented new policies for service calls.
• Provided support Email users as well and HR staff.
• Conducted application training for users on new system.

Confidential, Memphis, TN
Production Repair/Escalation Tech (Jan 2003 – Oct 2003)

• Responsible for providing to 2nd level support to clients.
• Tested games system, ran a battery of QA and performance tests on units.
• Replaced parts as defined by production protocol.
• Ordered part through oracle DB system.
• Conducted training for new hires on 1st and 2nd level repair techniques.

Confidential, Memphis, TN
Campus Evening Coordinator, Collierville Campus (Aug 2001 – Dec 2002)

• Responsible for evening operations for the satellite class location.
• Provided campus support of technology to include a 10 pc lab, a 15 station Mac lab, and 7 classroom workstations.
• Performed software updates, installed new software and hardware components as needed to support the campus agenda.
• Set-up classroom for evening classes.
• Prepared requested equipment for professors and lecturers.
• Closed down operations after classes.

Education

A.A.S in Business Technology
Coursework towards BBA in Business Dual Conc. in Management of Information Systems and Technology Services Management; Expected completion
New Horizons Training Center - A+, Net+ certified