Summary

• Talented IT professional with more than 10 years of experience in technical lead, technical business analysis, desktop and server support, systems administration and project coordination.
• Excellent troubleshooting and communication skills. Service and detail oriented.

PROFESSIONAL EXPERIENCE:

Confidential

IT Infrastructure Lead/Technical Business Analyst

• Lead the flow of day to day IT operations, set and maintain schedules, evaluate department performance, and create standard protocols to meet established service levels
• Interact with organization management to report metrics and to determine priorities and desired response times
• Control work flow for tickets and long-term projects, and escalate issues as they arise
• Serve as 1st point of escalation in resolution of technical issues and customer support requirements
• Coordinate vendor activities e.g. communications, scheduling, follow-up as they are directly related to the delivery and/or support of services
• Identify training opportunities to expand the knowledge and capabilities of the Desktop Support team
• Coordinate effective transfer and hand-off of IT service requests to global team members as deemed necessary to maintain support in multiple time zones
• Participate as a lead technical resource on various projects and assignments while maintaining current core function duties
• Develop and maintain documentation such as knowledge base articles, technical end user guides and procedures
• Own project responsibilities for desktop related upgrades and implementations
• Manages the delivery of software updates and OS level deployments using Microsoft SCCM
• Manage desktop hardware and software inventory
• Diagnose and troubleshoot end user desktop application issues and provide appropriate solution
• Respond to and resolve 1st and 2nd level technical end user service and support requests. Follow-up with end users to provide status updates as per service level guidelines. Record and close tickets on service desk ticket application
• Coordinate communications with the user community regarding maintenance, service outages, upgrades and introduction of new or changing services
• Deliver Desktop and Telephony installation and provisioning services
• Configure workstations with the standard Windows 7 corporate desktop image. Install and configure print drivers on Windows desktops. Installs approved software to meet user/workstation requirements
• Coordinate and execute cable plant, telephony and PC equipment moves/adds/changes
• Provide technical support for Audio/Video/Web conferences with IP integration
• Verify requests for new equipment against surplus inventory records and inform manager when new equipment needs to be purchased
• Perform account management and maintenance for various applications and systems e.g., create or modify user accounts and permissions, and perform password resets
• Set-up and troubleshoot wired and wireless connections including access points, switches and wiring closets

Confidential

Technical Business Analyst / Migration Specialist

• Supports the Windows XP to Windows 7 conversion for all desktops within Con Edison's day to day operations.
• Help create a remediation /documentation as well as conduct research on what the remediation plan will be. Carry out the remediation and be involved in testing, documenting as well as follow all SDLC documentation. I am the point of contact for LOB during project.
• Review, analyze and evaluate detailed business and functional requirements, documentation, process flows and data models to contribute to the development of project plans including project charter, project deliverables, cost/benefits analysis, time line estimates, scope and control.
• Use SharePoint to update team documents and spreadsheet.
• Develop use cases, defining and documenting user procedures and workflows, and how each class of user interacts with each system function.
• Integrates technical solutions with the business environment, recognizing systems design and data interdependencies and reusability.
• Establish appropriate security levels for processes, information exchange and system implementation.
• Define, review and influence standards and quality measures/metrics. Assist in the development of conversion and implementation strategies.
• Supports system implementation and production readiness by liaising with change management, IT architecture and desktop standards, and the business.
• Developed test plans, test cases, perform testing. Provide user documentation, user training, and post implementation support.
• Migrated XP users to Windows 7 via SCCM.
• Evaluates software packages, ensuring they fit within architecture and infrastructure. Perform unit testing of solutions you create to overcome compatibility conflicts.
• Maintain current industry knowledge of development concepts, best practices and procedures for SharePoint solutions.
• Produce documentation so suitable for other personnel to manually install and configure application software onto computers with Window 7.
• Ensures and maintains clear and concise system documentation. Provide training or mentoring to technical peers or small groups of end-users as needed.
• Interacts with application development staff, enterprise architecture, and technical services and vendors in planning, developing, and installation of new and existing systems.
• Monitor assigned HP Service Manager Incident Queue web based interface.
• Use MS Project to provide updates and feedback to senior management on project progress/deviation against the plan

Confidential

Technical Business Analyst / Migration Specialist

• Supports the Windows XP to Windows 7 conversion for all desktops within TD'S day to day operations.
• Help create a remediation /documentation as well as conduct research on what the remediation plan will be. Carry out the remediation and be involved in testing, documenting as well as follow all SDLC documentation. I am the point of contact for LOB during project.
• Smoked test, installed Charles River and configured .
• Review, analyze and evaluate detailed business and functional requirements, documentation, process flows and data models to contribute to the development of project plans including project charter, project deliverables, cost/benefits analysis, time line estimates, scope and control.
• Use SharePoint to update team documents and spreadsheet.
• Develop use cases, defining and documenting user procedures and workflows, and how each class of user interacts with each system function.
• Integrates technical solutions with the business environment, recognizing systems design and data interdependencies and reusability.
• Establish appropriate security levels for processes, information exchange and system implementation.
• Define, review and influence standards and quality measures/metrics. Assist in the development of conversion and implementation strategies.
• Supports system implementation and production readiness by liaising with change management, IT architecture and desktop standards, and the business.
• Developed test plans, test cases, perform testing. Provide user documentation, user training, and post implementation support.
• Maintain current industry knowledge of development concepts, best practices and procedures for SharePoint solutions
• Use MS Project to provide updates and feedback to senior management on project progress/deviation against the plan

Confidential

Project Lead / Technical Business Analyst / Migration Specialist

• Migrated XP users to Windows 7 via SCCM.
• Package and deploy 2,000 unattended application installations.
• Resolved Microsoft Office Communicator issues. Using System Center Configuration Operations Manager SCOM 2007, worked with SCCM packing team to determine requirements for monitoring several servers to minimize user downtime.
• Provided user support and training via VPN remote access. Implemented the SMS site health plan and assisted with all software pushes. Managed and lead all special projects.
• Maintain current industry knowledge of development concepts, best practices and procedures for SharePoint solutions

Confidential

Technical Business Analyst

• Support Windows Desktop Development triages and remediates application compatibility issues that arise during the migration from Windows XP to Windows 7.
• Installation of application software onto computers with Window 7 so that User Acceptance Testing can occur.
• Perform testing and document outcomes in an enterprise defect tracking tool. Solutions documented so that Microsoft SCCM personnel can package the solutions for mass deployment.
• Involved in SCCM planning and packaging activities. Prepare Windows 7 instances for application compatibility testing by installing software.
• Image and configure desktops and laptops for deployment. Track inventory and provide asset control by utilizing a spreadsheet system.
• Evaluates software packages, ensuring they fit within architecture and infrastructure. Perform unit testing of solutions you create to overcome compatibility conflicts.
• Produce documentation so suitable for other personnel to manually install and configure application software onto computers with Window 7.
• Ensures and maintains clear and concise system documentation. Provide training or mentoring to technical peers or small groups of end-users as needed.
• Interacts with application development staff, enterprise architecture, and technical services and vendors in planning, developing, and installation of new and existing systems.
• Monitor assigned HP Service Manager Incident Queue web based interface.
• Maintain current industry knowledge of development concepts, best practices and procedures for SharePoint solutions
• Use MS Project to provide updates and feedback to senior management on project progress/deviation against the plan

Confidential

Technical Analyst

• Meet with team members to gather requirements for upgrades, changes, and system maintenance.
• Point of contact acting as a liaison between Development and Service Desk teams and Business partners.
• Provide technical analysis and support of the IT infrastructure including Windows Active Directory Administration, network administration, PC/laptop support, and Windows System Administration.
• Project leader on the IT relocation of offices including network and phone system installs and showroom implementation.
• Use SharePoint to update team documents and spreadsheet.
• Provide planning and analysis on special projects that result from company goals.
• Communicate issues and status of projects, manage information necessary for compliance and audits, and use time-management to meet department objectives.
• Use MS Project to provide updates and feedback to senior management on project progress/deviation against the plan

Confidential

IT Analyst

• Analysis and troubleshooting for CTI applications and systems testing.
• Provide technical expertise in the planning, administration and operation of a large, multi-platform and highly networked computing environment.
• Monitor the performance of system hardware, network, and applications on daily basis.
• Work on trouble tickets, analyzing, escalating, and resolving issues raised by customers.
• Have a good conceptual knowledge of Call Center Technology. Point of contact acting as a liaison between Development and Service Desk teams and Business partners.
• Meeting with teams members to gather requirements for upgrades, changes, and system maintenance.
• Act as a liaison with Outside Vendors for new installation of ACD systems, Peripheral Gateways, etc.

Confidential

Application Support Specialist

• Acted as a liaison between IT Service and Business group to meet with system and hardware requirement regarding upgrade.
• Supported a wide range of standard and custom desktop and web-based applications.
• Responsibilities routinely included: setup, troubleshooting, and maintenance of Windows and MS Office, support for SMS and other remote access tools Oracle Applications administration VPN deployment and troubleshooting Citrix Metaframe support MS Exchange administration computer security with a focus on malware prevention and elimination creating/maintaining help desk internal web page.
• Supported users on a variety of desktop and laptop computers employing Windows XP, Microsoft Office, Adobe Acrobat, and diverse desktop and web-based applications distinctive to the legal profession.
• Created, tested, and managed desktop image standards.
• Act as a liaison with Outside Vendors for new installation of ACD systems. Liaison with out-side vendors with maintenance of Nortel systems.

Confidential

Business Analyst/ Support

• Liaison between IT Service and Business group to meet with system and hardware requirement regarding upgrades.
• Utilized Magic to remotely control users' desktops and laptops to resolve technical issues.
• Installation, configuration and maintenance of PBX - Nortel Meridian Option 11c-61c.
• Staged and tested several business applications, including Caffee, Global Plus, Charles River, Master Files, CDS XTERDER, and Bloomberg prior to production rollout.
• Administer of groups right to access business applications, including Caffee, Global Plus, Charles River, Master Files, CDS XTERDER, and Bloomberg.
• Disaster Recovery Plans for PBX and Desktops. Worked as a liaison between the business units, executive personnel and IT to prioritize and complete projects and support requests.
• Provided lead support during XP Build, repackaging MSI based applications, etc.
• Use MS Project to provide updates and feedback to senior management on project progress/deviation against the plan

Confidential

Desktop Support

• System administration: user ids, password, shares, groups, permissions, policies, profiles, security, via Active Directory.
• Provided day-to-day support for 200 users on Windows XP Professional, Windows NT server infrastructure, including backups with VERITAS Backup Exec 8.5. and MS Exchange 5.5. Helped maintain existing mail servers.
• Migrated data and mailboxes, created accounts and other tasks as required. Tracked daily calls using Remedy.
• Utilized DAMEWARE to remote control into user desktops and laptops to resolve technical issues.
• Assisted users in their email conversation from Outlook to Lotus Notes R5.
• Assisted users with syncing of email data with PDA's: Palm/Blackberry

Confidential

Desktop Support

Provided daily support to all users on campus on Windows XP, Lotus Notes, and Laptops with wireless setup and configuration. Performed Novell 5.x administration, including creating application objects, groups, NAL and Zenworks.

Confidential

Project Lead/Support

• Hands-on Project Lead for migration of 200 users from Windows NT 4.0 to Windows XP Professional including: gathering departmental requirements, setting and meeting deadlines, scheduling/coordinate migration with users, liaison between Geneva Office and Headquarters.
• Provided day-to-day support for 200 users on Windows XP Professional, Windows NT server infrastructure, including backups with VERITAS Backup Exec 8.5.
• System administration: user ids, password, shares, groups, permissions, policies, profiles, security, etc.
• Created images using Ghost 7.5 via Ghost Multicast Server.
• Responsible for updating and maintaining Disaster Recovery images.
• Domino Notes Administrator: Create user ids, Compact Databases, Add users to ACL, responsible for backups/restores. Setup and configured Dell and Compaq Proliant Servers with Raid 5.

Confidential

Support Supervisor

• Led migration for several departmental projects: Hyperion Upgrade, Travel and Audit migrations, Blackberry, Lotus Notes Upgrade.
• Supervised group of 3 technicians that included coordinating schedules/skills to provide 24/7 support at multiple sites.
• Responsible for setting up users, permissions, passwords and profiles.
• Responsible for upgrading Lotus Notes 4.7 to R5. Provided desktop and server support for 500 plus users at multiple sites.
• Responsible for the creating, updating and supporting desktop/server images which included upgrading of NT Windows 2000.
• Administration of Exchange 5.5 servers/mailboxes. Installed and provided support for Blackberry servers and devices. Responsible for creating, testing workstation images, servers and applications used for Disaster Recovery site using Ghost Multicast Server.
• Responsible for backup schedules including file restores and off-site storage using Arcserve 7.x for multiple sites.

Confidential

Lead Desktop Support

• Technical lead during Windows 95 to Windows 2000 migration, Lotus Notes 4.57 to Lotus Notes R5.
• Provided support to 1,000 local and global users for applications such as Novell 4.x, Windows 2000 Professional, MS Office 2000, Lotus Notes R5, Handheld devices Palm, Blackberry, IPAQ, Visor , Remote Access, PC Anywhere 9.2, IE 5.0.
• LAN Administration such as user accounts, printer queues, and password resets, etc.
• CITRIX Metaframe installation and support. Installed and administered Windows 2000 advanced servers and professional clients.
• Utilized Novell Application Launcher and Zenworks to push all required applications to desktop environment.
• Created and supported multiple MS Access databases. Installed and supported Rightfax 7.2.

Confidential

Technical Support Representative

• Provided support 24/7 to approximately 2500 users in NT 4.0 Workstation/Server, SMS 1.2/2.0, PcAnywhere 9.2, MS Outlook 97, Netscape 4.65, MS Office 97, User Manager, Profiles, Domain Access, Permissions, Print Operations, network connectivity, MS Exchange 5.5.
• Lead the migration rollout of MS Office 2000. Installed/Upgraded COMPAQ hardware. Installed/Upgraded software on workstations by blasting/ghosting , SMS 1.2/2.0, and PC Anyware 9.2.
• Set up and configuring Exchange Servers, SQL, Citrix, SMS and a wide variety of Internet and financial related systems.

Confidential

Technical Support

• Lead technical support person in migration rollout of 1500 workstations from NT 3.51 to NT 4.0 utilizing Ghost v.5 for Year 2000 compliance.
• Managed all phases of rollout project for team including planning using MS Project, scheduling resources and meetings, testing applications, deployment, implementation and documentation.
• Provided technical support to over 1500 users in Lotus Notes R5, NT Workstation 4.0, Novell 3.x and 4.x, NT Server 4.0 User/Profile Administration, McAfee, Lexis/Nexis, RAS, Laptop Support, Palm Pilot, Blackberry, Handspring, print queue management, network connectivity, TCP/IP, DHCP, MS Outlook 2000, rolled out MS Office 2000, rolled out Lotus Notes R5 upgrade.
• Upgraded hardware for over 1500 workstations to meet minimum NT Workstation requirements. Configured and supported PCs and laptops for home use and remote LAN access including RAS and Internet support.

TECHNICAL SKILLS

• Operating Systems: Windows XP/Vista/7, NetWare 5.x, Windows 2000/2003/2008 Server, MS Terminal Server, Leopard 10.5
• Hardware: IBM, DELL, COMPAQ, HP, MAC
• Software / Tools: MS Office 2003/2007, Access, Visio, MS Project, FrontPage, Lotus Notes 6.5/7.5, Internet Explorer, Netscape, Active Directory, SQL Server, Terminal Server, Citrix Presentation Server 4.0, Exchange 5.x and 2000, Ghost, Arcserve, Veritas Backup-Exec, PDAs: BlackBerry, Palm Pilot Software 3.0a, iPhone, Microsoft Outlook 97-2010, EasySync 3.0, SMS 2.0, PcAnywhere, Zenworks, NAL 2.0, Dameware Utilities, Light Active Directory Application Mode ADAM , Magic, Remedy, Meridian Mail, Nortel PBX 11c-61c, Wise Package Studio 5.6, Rockwell Spectrum, Avaya G3R/S8700, Aspect or Nortel Symposium VoIP, Shortel VoIP