PROFESSIONAL EXPERIENCE:

Systems Engineer

Confidential, Santa Clara, CA

• We provide support for network environments that consist of MAC, Windows, Windows 7, XP, Linux, Citrix, as well as data centers providing rack/mount/build support. Tools: Bomgar, RDP,Citrix, VMware 5.1, Windows 2003, 2008, 2012. Exchange, Office 365, Backup solutions: Veritas Backup Exec, EMC Mozy, ZettaIT Vendor Manager/Network Administrator - Renesas/Menlo Technologies
• Windows 2003, 2008 R2, 2012 AD administration, Office365, and Exchange in the cloud administration. Setting GPO policy, Management of on premise Trendmicro, VMwareESX 5.1, SQL, Powershell, and DHCP server(s). Also utilizing Nagios as server monitor tool. Providing support for SSO applications. Front line liaison and point of communication for hosted servers. Management of various IT vendors. Project Management: Tools used: Sharepoint, Xendesk, Excel, and other MS applications.
• Independent Contracts- Talari Networks, Epicor, DWMorgan, Elan, Sybase, Spherion/Webcor, Foundation Financial, and Ventureforth, Bluehelpdesk.com, Foundation Financial. Providing technical and infrastructure support to the Executive and sales staff. Providing hardware and software support in a HP Desktop and Laptop Windows 7, MacPro OSX (Lion), IMAC, and Citrix Thin Client environments. Responsibilities include resolving technical issues as they arise. Utilized Share Point as an incident tracker, solution and resolution database and provided day to day technical support to the end user community Also supported PBX, Video Conference systems, Cisco Unified Contact Center Enterprise and handle all other technical infrastructure issues. Utilized SCCM for Windows 7 Deployment projects and end user support for both Windows 7 and legacy Windows XP applications. Cronis, CA Unicenter, Service Desk Now, Remedy, ZenDesk, Vmware Sphere are other tools used in these environments. Daily support admin functions consisted of using Active Directory to perform add, moves and changes to Active Directory and Exchange account. SCCM, Administering Exchange 2010, Windows 2003 and 2008 servers. Adds, moves, changes via Active Directory. Backups with ARcserve and Veritas Backup 9.0

Lead Technician

Confidential

Responsibilities:

• Day to day support admin functions consisted of using Active Directory to perform add, moves and changes to Active Directory and Exchange accounts. Providing hardware support for Dell desktops and laptops.
• Daily desktop support duties consisted of monitoring the ticket queue using Remedy, Unicenter Service Desk web based ticketing system. Responding to end users support for Windows based software, Windows XP and Windows 7, configuration, hardware related issues.
• Imaging processes utilizing Ghost 11.5.. Responsibilites included imaging Dell desktops and Lenovo laptops with Windows 7 and standard applications utilizing Ghost 11.5. Installing and configuring applications according to department needs.
• Testing, verifying and assuring quality of installations. Restoring end user data and delivering new machines to end users.

Confidential, Monterey, Ca

Sr. Field Technician Team Lead

• Triactive ticket management system to monitor, prioritize and delegate tickets to the field engineers. Provide hands on and phone technical support for the end user community of 300 plus here at the Dole Corporate HQ and surrounding area offices.
• The environment here is strictly Windows and Windows based applications, including Lotus Notes 8.5. Provided hands on and phone technical support for the end user community of 300 plus here at the Dole Corporate HQ and surrounding area offices during deployment of Lotus Notes and Share Point. Acted as the point of contact for all inquiries involving support, application provisioning, application support for Share Point.
• Day to day support admin functions consisted of using Active Directory to perform add, moves and changes to Active Directory Utilized Powershell for Imaging processes along Image X. Utilized PXE for imaging process as well as SCCM. Also used Nortons Ghost for imaging and backing up data. Responsibilities also include generating statistical month end and weekly reports. I currently have three field technicians that report directly to me.

Confidential, South San Francisco, Ca

Desk Side Administrator

• Daily support admin functions consisted of using Active Directory to perform add, moves and changes to Active Directory and Exchange accounts. ISA monitoring, running trace and system logs and transactions. Providing hardware support for Dell desktops and Panos.
• Maintained Share Point incident tracker, solution and resolution database. Daily desktop and helpdesk support duties consist of monitoring the ticket key using Track it web based ticketing system. Responding to end users support for Windows based software, Windows XP, configuration, or hardware related issues.
• Responsible for server, backups using Symantec Backup Exec, and all desktops. Managing Vmware ESX 5.1 and utilizing Pano devices for desktop virtualization. Was responsible for building and administering 2003 and 2008 servers.
• Support, Iphone, Androids and Blackberry’s. Also was responsible for helping end users create and modify SQL queries. Handled all Nortel, punch down, PBX and VOIP issues. Also dealt with the company vendors when required. Utilized PXE and Ghost for imaging process.

Confidential, San Jose, Ca

Windows Administrator/Desktop Support

• Day to day support admin functions consisted of using AD to perform add, moves and changes to Active Directory and Exchange accounts. Providing hardware support for Dell and Lenovo Laptops,, and Citrix Thin Clients.
• Daily desktop support duties consisted of monitoring the ticket key using Kace ticketing system.
• Utilized Share Point as an incident tracker, solution and resolution database. Responding to end users support for Windows based software, Windows XP and Windows 7, configuration, hardware related issues and phone support for Iphones.
• As part of the move project we were responsible for moving switches and cabling to patch panels, and testing network connections. Responsible for backups using Symantec Backup Exec, and all desktops at Comet. As team lead on deployment project, trained field technicians on processes for rolling out new desktops and laptops utilizing HPCM at Agilent.

Confidential, Santa Clara, Ca

Network/Desktop Support Team Lead

• Assigns technicians to various task, tickets using Remedy, and assignments, directs their activities, reviews and evaluates their work, and prepares performance reports. Serves as a point of escalation for end users and IT support issues; investigates and brings resolution to end user issues leading to satisfaction. Acts as liaison between our corporate office on the east coast and HCL management team on the west coast. Manages queue of trouble tickets. In this hands on roll, I was responsible for support management activities associated with the identification, prioritization and resolution of end-user support requests. Utilized Active Directory to perform add, moves and changes to Active Directory and Exchange accounts. Hardware: Dell Power Edge 2950’s and Compact Proliant servers, Extreme Wireless products, switches and routers. All Windows, NT, XP, Windows 7, and Mac clients and infrastructure. Imaging processes included Ghost 8.0, Image X, and SCCM. Also provided some support for Palms and Iphones.

Confidential, Mountain View, Ca

Desktop Support Manager/ Windows Administrator

• Administered the Windows 2003 Domain for the entire company. Administered the Exchange 2003 mail server for the entire company. Effective troubleshooting, repairing and upgrading of Windows XP, Mac, Linux and Windows platforms. Administered BlackBerry server. Supported Iphone, and Palms as well via IMAP. Administered GoodLink server for company Treo 650’s users. Providing network and desktop support for 165 laptops, desktops and end users. Creating and maintaining network and user accounts in Active Directory, Exchange 2003, Postini, Unix and Goodlink, F5 Firepass VPN, Checkpoint and Nagios. Maintained Windows servers, patches, upgrades, etc. Utilized PXE and Ghost for imaging process of client machines. .Vendor and asset management, Managed Nortel VOIP and analogue phone support and account maintenance task through BCM.. Managed GPO system wide and on specific end user machines. Prepared, created and documented network procedures for the IT department and procedures for the user community. Responsibilities included selecting and ordering hardware and software for end user community and managing vendors. Reported directly too and worked on various projects as assigned by the Director of IT.

Confidential, Cupertino, CA

System Administrator/Desktop Manager

• System Administrator overseeing six NT 4.0/Win2k servers, one Exchange server, and one Goldmine Database server and 40 clients. Performed backups using Veritas Backup Exec, and handled all other system maintenance operations.
• Supported 40 users in corporate office as well as 30 remote users in the field using Cisco VPN. Extensive usage of Active Directory to configure Win2k development servers. SMS for pushing down Software, and remote access.
• Writing and generating reports from Goldmine database using SQL queries. Summary of Hardware and software:Blackberry 2.0 Devices in Exchange environment as well as Palm V, VII and IPAC. Extensive Vendor and Asset mgmt.. Dell Power Edge Servers, Dell Latitudes, IBM ThinkPad’s, Dell Desktops. Software: Audix, Exchange, Outlook, and all other MS suite of office products, Visio, SAP Applications, Remedy, Ghost, PC Anywhere, and other applications. Provided end user and technical support in this environment.