Summary of qualifications

2.5 years as Security Admin, 2.5 years Filenet Admin, 7 year's experience using Phone Support/ Desktop Support, Mobile Support, Avaya Engineer/ Telecommunication, working with Active Directory setting up users troubleshooting and repairing computers, registers / printers on a 7 X 24 basis, providing 2nd-level technical support on PC / POS hardware related issues, also providing excellent call management and dispatch services using Clarify/Siebel7. SCCM,Knowledgeable of data network protocols and topologies knowledgeable in Technical writing, skilled used per clients, and users via the internet when functional specification and business requirements demand it. Efficient in Microsoft Office, Internet Explorer,Google Chrome, Mozilla Firefox, email clients Outlook Express, Iphones, Android , Notes, Siebel7, Symantec Ghostcast, Practice Works, Clarify, DSL, Altiris, MDM, and Trouble Ticket such as Remedy. Responds strongly and positively to challenging work and deadlines and is able to work in fast paced, dynamic and team oriented environment.

Software:

Altiris, Win95, Win 98, Microsoft NT 4.X Server, Win 2k Pro, XP, Windows7 Mac OS X Novell NetWare 4.X Microsoft Office 97,00, 03,07,10 Including Access, Excel, Microsoft Visual Basic 4.X PowerPoint, Word, Works, Internet browsers IE 6,7,8 and email clients Outlook 2003-10 Lotus Notes, Siebel7, Practice Works, Clarify, PayPlus, Fed Plus Wirehouse, Wirestar, SQL, Thompson, and Remedy, Websense, Symantec Ghostcast, Black Berry Manager PBX, AVAYA, Vantive, SCCM, Onyx and Mobile device management, Active Directory, Airwatch, CMS

Hardware:

Gateway, Hewlett Packard, Dell, Compaq, Hewlett Packard printers, Xerox Printers Lexmark Printers, IBM Printers, IBM Registers, NCR Registers, NCR Printers ScoLans Raps. Experience with Computer Repair /Point of Sale Systems Repair. Active Directory, Black Berry, Druid, iPhone, and Cisco Servers

Technical Training:

• HDI Support Center Analyst Certified
• Solid knowledge of Microsoft Word, Excel, Access, PowerPoint, MS Works, Local Area Networking 1 2, Operating Systems Concepts, Computer Concepts, Program Design and Development, Micro Computer Installation and Maintenance, Windows programming using Visual Basics 4.X, Introduction to MS Dos, Advanced Computer Repair, Networking Concepts, Microcomputer Database Programming, Help Desk Troubleshooting

Professional Experience:

Confidential

Job Title Duties: QA Analyst/ Avaya Engineer / Support Center Support QA Analyst

• Testing application on handhelds Symbol and Multiple devices, Intermec CN50 MC70 ,Tablets IPads, and Samsung/Tempo Video Boxes
• MDM of PDA's Ipads and Powertrack units using Airwatch, Android , Apple Phones and BES
• Administrator on an Avaya S8800 PBX with G450s and G650s, CMS3.1,Modular Messaging voicemail utilizing ASA.
• Add, delete, change and troubleshooting of Vectors, extensions, MOH.
• Responsible for 60 phone support providing second-level technical support
• Worked with Group Policies and with SCCM

Confidential

• Deployed software packages through Altiris
• Image PC/Laptop deployment HP 8000, 7800 Dells 620s,
• Installing ram, video cards, imaging z200 workstations, Avaya Softphone IP phone
• Configure Blackberry, iPhones iPads, Druid Support, Set them up Activation data transfer
• System updates, Scarlet, CMA PolyCon, SnagIt, Visio Projects, Printers / OS XP/ WIN / MAC X
• Used Websense Web Security and controlled access to various websites by limiting access
• Worked with Group Policies and with SCCM
• Worked with Group Policies on Laptops and Desktops

Confidential

Job Title Duties: Client Support

• Assume primary responsibility for client's Workstation support
• Provide hands-on and remote controlled Workstation support services
• Hardware and Software procurement and disposal, Blackberry Support of 800 people software updates, Installing Memory, Hard drive, Network card, Monitor/Video card, encryption of laptops , Ipad and IPhone setups and Mac tower moves and installs
• Imaged PCs and Laptops with Ghost Cast, installed MS office, SnagIt, Visio, Access, MS Projects Toad Golden Etc OS XP Windows7
• Worked Obsolescence deploying 130 PC/LAPTOP
• Worked with Group Policies on Laptops and Desktops

Confidential

Job Title Duties: Level 2 Technical Support

• Responsible for 100 phone support on a 7 X 24 basis providing second-level technical support Responsible providing call management and dispatch services using Calltracker and Peregrine
• Assisting users with Lotus notes Database setup VPN set up Wireless card, Printer and light Closr and Loan Builder

Accomplishments:

• 60- 90 Calls a day with excellent customer service
• 90 percent and higher on productivity call times

Confidential

Job Title Duties: Configuration Manager/QA Lab Tech

• Assist with building Windows-based operating systems 2000/XP and device configuration.
• Perform written and verbal turnover of open issues daily by updating change request or open tickets with Remedy in accordance with department procedures.
• Ensure hardware inventory is updated and accurate by giving detailed descriptions of needed deliverables.
• Deliver test ready non-production store environments PCs/ POS devices, HP Dell PCs Self Check Out Sco Lanes Ameri Gas and IBM and NCR Registers complete with various clients by requested date.
• Responsible for providing onsite support for devices including troubleshooting to include power cycles/reboots, cable testing/replacement, and printer installations.
• Responsible for setting up the Vlan.
• Installing the cabling on the Vlan networking the ports on the registers and wall.
• Responsible for 10 labs, also responsible for deployment of more than 150 pc HP, Dell and over 20 printers IBM and NCR
• Worked with Group Policies on Pos Devices

Confidential

Job Title Duties: Desktop Support

• Responsible for the installation of Cisco servers for Enterprise Car Rental.
• Responsible for deployment of 300 pc's and over 100 Xerox printers, and Avaya VOIP phones.
• Configures, assembles and installs microcomputers and workstations by maintaining hardware, software, and networks for computing platforms for over 300 users at various AT T locations in the Atlanta metro area

Confidential

Job Title Duties: FileNet Admin/ Security Administrator

• Responsibilities included 1st and 2nd level support for some 3000 users nationwide, managing ticket queues, FileNet IDM desktop, support FileNet infrastructure by monitoring the traffic service making sure that it is up and running and making sure all of the components are running.
• Created FileNet architectures by adding various divisions to a single business unit.
• Daily monitoring of imported files on various FileNet Servers, Knowledgeable of firewall and networking, FileNet Capture and MS Access databases in a FileNet environment.
• Provide corporate security support to internal users and to external client requests, print queues, password expiration, administrating user rights, giving access, allowing users to view and scan accounts payable and accounts receivable documents, configuring user software resetting passwords, adding users to different FileNet server groups maintaining servers, Panagon Report Manager Application, journal voucher and W2 tax access also supporting FileNet applications installing and removing applications.
• Training users by Q A interpreting operating instructions providing references.
• Worked with in virtual hosting environment, Ice Cold Web/Plus
• Contribute to team efforts by accomplishing related results as needed corrective instructions consulting with coworkers and vendors. Applying security patches as needed upgrades from 3.5, 4xs and P8

Confidential

Job Title Duties: Desktop Support ITA

• Monitors, operates and maintains hardware, software, networks for a computing platform.
• Configures, assembles installs microcomputers, workstations /or peripheral equipment.
• Symantec ghost cast Imaging NT, 2000 to XP made sure customer VPN worked, Installed anti-Virus software, Norton and Microsoft, installed Oracle, Teradata, Golden, Ms Visio MS Projects, Ms Streets and Maps, Map Point, Toad, SQL2000 and many more.
• Monitors, operates maintains hardware, software, and networks for a computing platform.
• Worked with Active Directory adding and changing group policies, Exchange, Blackberry Support

Confidential

Job Title Duties: Level 2 Technical Support

• Providing experienced administrators with reference to system maintenance and security tools, creating profiles and editing profiles and connectivity problems including TRC, Lterm, and Host and FED connection problems.
• Helping user with accounting and balancing problems with FED and Payplus balance syncing, installing and configuring the different cash management software as relation to customer needs.
• Proficient in PayPlus, Fed Plus, Fox Pro, Wirehouse and WiresStar
• Worked with development staff and product management teams to review bugs, prioritize issues and resolve them based on customer needs.
• Expertly use Vantive and Onyx ticketing system.
• Assisted in migrating shared accounts to another web hosting company.

Confidential

Job Title Duties: Business Analyst

• Review, analyze, evaluate business processes, systems configuration, Data Mapping.
• Assisting End-Users with procedural, password and security access problems
• With the use of Uni-Center Service Desk for ticketing system also using Password Reset Tools such as Active Directory Password Reset, Novell Netware Administrator, Currency Teller, EPORT Equifax Power Express , NCF Passwords Internet User IU Admin , and NT Password Reset CLANT .
• Managed reports and analyzed data for Credit Risk Management department including assisted financial analysts on file reviews, analyzing and updating their loan status. Manual execution of test scripts, Test the data integrity, loan origination, loan processing and forms produced from the PRISM software.
• Testing principles and concepts, building a test environment tracking defects and making corrections, and assessing testing status

Confidential

Job Title Duties: Remote Support Specialist POS /Desktop Support

• Responsible for 100 phone support on a 7 X 24 basis providing second-level technical support on POS and hardware related issues, troubleshooting and repairing IBM registers 4693,4684,4695, 4693,4694, printers 4610-TI2, TI4, TI8, TF6, TG4, Mod1,2,3,4
• Responsible providing call management, dispatch services using Clarify.
• Performing extensive network problem determination and resolution including high red part accuracy that equaled a higher solve rate.

Confidential

Job Title Duties: Tech Support

100 phone support of hardware, software, and site infrastructure resources, including supporting the installation of DSL set up fast access, windows 95,98,ME, 2000, XP home and professional , printer installations, installing drivers to make sure computer or printer components work correctly