SUMMARY:

• Educated and professionally trained Support Engineer with seven years of experience encompassing diverse areas of networking server desktop and application systems
• Proven expertise in Information Technology Telecommunication TCP/IP Client/Server and networking management
• Strengths include in - depth practical knowledge of network engineering systems administration/ support routine IT operations and Mainframe programming. Proven talent for providing high quality outstanding customer service exceptional communication skills and rapid problem resolution to internal and external customers at all levels.

TECHNICAL SKILLS:

Mac OS Unix Linux Ubuntu/ SUSE/ RedHat Windows 2000/XP/Vista/7/8 Server 2003/2008 Exchange Server 2010/ 2013 SharePoint 2010/ 2013 Lync/ Lync Server 2010 & 2013 Skype for Business Office 365 Enterprise Windows iOS Android SQL Server 2005/2008 Microsoft Access Oracle 9x UNIX script Java script HTML XML CSS Visual Basic .Net C# SQL SOAP Symantec DLP TrendMicro McAfee DLP IDS/IPS RSA/RAS VNC Remote Assistance Cisco VPN Go To My Assist; Dame Ware Putty RDP ERD Network Boot Disc HEAT Siebel Oracle Vision Vantive Majic Remedy Clarity Clarify SOTI MDM AirWatch MDM Cisco Meraki MDM VMware Workstation Fusion Server ESXi Server vSphere Horizon Mirage JAMF Active Directory Microsoft SCCM

PROFESSIONAL EXPERIENCE:

SYSTEMS ADMINISTRATOR

Confidential, Atlanta, GA

Responsibilities:

• Install, configure, and support local area network, wide area network, internet system, computers, desktops and mobile devices. Performs necessary maintenance to support network availability.
• Troubleshoot and diagnoses hardware and software problems, replace defective components and develop solutions.
• Monitor network performance to determine whether adjustments are needed.
• Escalate problems to vendor and/or developer for advanced debugging or software correction.
• Evaluate new technologies and provide solutions to improve service and efficiency of systems.
• Provide on-site and remote technical support and network system access.
• Manage agency asset management plan for hardware and software including inventory maintenance and life cycle plans.
• Hardware, OS and application troubleshooting, installation, upgrades, backup/restore and configuration.
• System analysis, design, and implement web-based applications.
• Install, configure and maintain switches. Route and connect network printers. Experience with network equipment and network cabling.
• Provided prep and setup of iPhones, iPads, Mac’s, PC’s for new hire on-boarding end users
• Created policies in AirWatch and Cisco Meraki for mobile device management Assist with user profile set up for all wireless devices and Mac’s in AirWatch console based on site location and organization level, I also assisted with deployment of mobile devices, Mac’s, and PC’s on AD, Azure AD, Office365 and Office365 Cloud Services.
• Managed asset inventory: tracking and reporting in the AirWatch and Cisco Meraki consoles.
• Develop and produce service desk reports for status reporting, trend analysis and root cause analysis.
• Knowledge of vendor contracts

MIS SUPPORT ANALYST

Confidential, Suwanee, GA

Responsibilities:

• Troubleshoot hardware, service problems as needed for wireless devices, PC’s and Mac’s
• Assisted with monitoring the MDM console and make necessary modifications as needed
• As a Verizon Enterprise Administrator I provided carrier support for ordering wireless devices and services for the Distribution Center staff. Provided basic to highly complex technical support to resolve wireless carrier activation/set up, configuration and usability questions for end users
• Resolved customer wireless device, PC and Mac issues and questions via phone, e-mail, and in-person and remote.
• Provided prep and setup of iPhones, iPads, Mac’s, PC’s for new hire on-boarding end users
• Created policies in SOTI for mobile device management Assist with user profile set up for all wireless devices and Mac’s in SOTI console based on site location and organization level, I also assisted with deployment of mobile devices, Mac’s, and PC’s on AD, Azure AD, Office365 and Office365 Cloud Services.
• Managed asset inventory: tracking and reporting in the SOTI console
• Responsible for technical assistance and set up for boardroom meetings
• Responsible for monitoring Audio/Video systems and ensure the equipment is operating properly, contacting customers that require audio/video support and discuss their technical support needs as well as providing requested meeting recordings and media to the customers within 24 hours
• Assisted with implementation and provided technical support for all Dell and Lexmark printers

WIRELESS AND DESKTOP SUPPORT ANALYST

Responsibilities:

• Troubleshoot hardware, service problems as needed for wireless devices, PC’s and Mac’s
• Assisted with monitoring the MDM console and make necessary modifications as needed
• As a Verizon Enterprise Administrator I provided carrier support for ordering wireless devices and services for DBHDD staff. Provided basic to highly complex technical support to resolve wireless carrier activation/set up, configuration and usability questions for end users
• Resolved customer wireless device, PC and Mac issues and questions via phone, e-mail, and in-person and remote.
• Provided prep and setup of iPhones, iPads, Mac’s, PC’s for new hire on-boarding end users
• Created policies in AirWatch for mobile device management Assist with user profile set up for all wireless devices and Mac’s in AirWatch console based on site location and organization level, I also assisted with deployment of mobile devices, Mac’s, and PC’s on AD, Azure AD, Office365 and Office365 Cloud Services.
• Managed asset inventory: tracking and reporting in the AirWatch console
• Coordinated with Office of Learning Team with creating MDM user guide and help tools for all wireless device users and posting iOS FAQ’s to SharePoint intranet website
• Responsible for technical assistance and set up for boardroom meetings
• Responsible for monitoring Audio/Video systems and ensure the equipment is operating properly, contacting customers that require audio/video support and discuss their technical support needs as well as providing requested meeting recordings and media to the customers within 24 hours
• Worked with audio/video vendors regarding servicing of all SMART Board and audio/video equipment, PC’s and Mac’s
• Assisted with implementation and provided technical support for all Dell printers and Ricoh Copier solutions
• Responded to incoming support calls for Ricoh Solutions (i.e. telephone, voicemail, email) in a timely, professional manner. Evaluates the caller’s issue and provides assistance utilizing the appropriate support information and documentation. Assumes full ownership of incoming support requests and follows up as needed to ensure fastest possible resolution.
• Utilized sophisticated diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of reported Ricoh issues.
• Escalated cases to Ricoh and Field support as appropriate. Tracks cases referred to the vendor until they are resolved.

JR. SUPPORT ENGINEER

Responsibilities:

• Laptop, and Mobile support
• Provide dependable and highly skilled development resources for peers
• Serve as a primary technical point of contact for external technology resources
• Serve as acknowledged “go to” person on coding and technical issues
• Ability to quickly analyze complex systems and solve problems
• Ability to complete moderately complex bug fixes
• Administration of user accounts
• Managed user data preservation and recovery
• Expertise in development languages including but not limited to: .Net, C#, SQL
• Write, review and modify necessary SQL to achieve DB optimization
• Triage/handle support requests from internal and external support groups
• Remotely resolved application issues
• Follow-up on open issues and working with client and/ or customer to ensure proper case closure

TECHNICAL SUPPORT ANALYST

Responsibilities:

• Provided desktop support with the installation of software, configure and test customer PC’s, along with ensuring functionality of peripheral appendages
• Updated system with proper data for corporate assets
• Instructed and trained end-users regarding computer literacy
• Reconfigured user’s applications and permissions to match specifications and credentials of new domain
• Provided top level customer service by communicating to the user’s time to resolution
• Assisted users with determining problems, and provide resolutions on technical and service problems
• Migrated users from former AirWatch domain to new VMware Domain
• Created scripts to assist with manual migration of PC’s and Mac’s if automated process failed
• Provided desktop support to users with the migration of mobile devices; PC, Mac, tablets and mobile phones to ensure connectivity to corporate resources, applications and network

IT CONSULTANT/ OWNER

Responsibilities:

• Desktop, Laptop, and Mobile support
• Virus detection and removal
• New computer builds, wireless home installs, phone support, and small business support
• Troubleshoot hardware and software issues on client devices and provided excellent client support
• Performed system hardware and software upgrades
• Managed user data preservation and recovery
• Remotely resolved application issues via SMS
• Provided training via phone and desktop support

COMMUNICATIONS TECHNICIAN 3/ HOME SECURITY

Responsibilities:

• Performs applicable CT 2 duties, multi-product installations reconnections, requested and non-pay disconnects, and additional outlets for residential and residential-like products. Completes installations from tap including troubleshooting the forward and return path in the drop from the tap to the customer's equipment for multiple services to customer equipment in single and multiple family dwellings including prewired units; perform installations adhering to Confidential procedures and safe work practices, NEC and NESC requirements, and local ordinances in order to provide services to the customer
• Reviews all requested services with the customer in order to ensure understanding and agreement while surveying the installation route and reviewing proposed route with the customer in order to obtain agreement on the location of cable outlet(s.)
• Installs and removes set-top box and/or EMTA's. Inspects existing bond/ground to ensure compliance with Company and National Electrical Code (NEC) requirements; makes new ground as required in order to protect employees, customers, and equipment from electrical shock or damage
• Completes associated paperwork with each work order. Cleans, maintains, and stocks vehicle and equipment in order to be prepared to handle multi-product residential and commercial installations.
• Determines acceptability of video, data, and voice services by reviewing television picture quality and PC and modem connection following any installation or work on cable services to provide the best possible service for the customer
• Educates the customer on the CDV service and voice mail
• Conducts CDV test call
• Demonstrates CHSI service and educate customer on how to connect to the service, home page, national and local content, and web browsing using URL(s.) Provides information on available services to new and existing customers in order to sell additional services and attempt to upgrade existing services
• Repairs or reports all system signal leakages found while performing an installation and in order to reduce ingress and egress. Properly operates and maintains installation tools and equipment.
• Reports vehicle repairs or services when required and/or prescribed
• Reports any accidents, losses, injuries or property damage to supervisor and customer when appropriate
• Knowledge of policies and procedures for installation activities, cable system operations, PC hardware, software installation, internet, navigation through a file system via the DOS prompt or window interface and access the control panel to configure components such as a printer, modem, and monitor
• Has knowledge of how the cable and telecommunications media industry works and provides and supports quality service to all internal and external customers
• Takes personal ownership to solve problems and seeks feedback to produce higher customer satisfaction and gathers and analyze the appropriate information prior to making a decision while defining the root causes and key elements of the issues
• Demonstrates a basic understanding of the Company's products and services and well versed in cable industry vocabulary, use of products and researches current new product offerings, sales and marketing campaigns in comparison to the competitor's products and services
• Builds and maintains long term partnerships
• Maintains a positive approach when working with others both in and out of the department including contractors; works well cross-functionally. Ability to read situations, finds common ground, and reduces conflicts
• Communicates and exchanges ideas/information within and outside department for better results in a clear and concise manner

FIELD TECHNICIAN

Responsibilities:

• Performed all aspects of installing, repairing, disconnecting, modifying, upgrading and downgrading of customer service offerings, including receivers and inside wiring
• Able to identify wire color differences, types and use along with proper connectors and terminations
• Properly use basic and advanced cable installation tools, test equipment and power hand tools
• Perform inspections on Satellite dish, LNBF, mounts and takes actions based on the results of such inspections to ensure services are working properly
• Conducted site surveys (determining the best positioning for strongest signal reception), installing satellite television and receivers and ensuring broadband connectivity
• Knowledgeable of the National Electrical Code (NEC), the National Electrical Safety Code (NESC)
• Knowledgeable of the Occupational Safety and Health Act (OSHA)
• Provided top level customer service by communicating to the customer an estimated arrival time prior to arrival at the site. Reviewed work order (new installation, additional services or troubleshooting) with the customer
• Verified that the completed order meets the customer's needs and providing customer education of equipment

PREMISES TECHNICIAN

Responsibilities:

• Perform all aspects of installing, repairing, disconnecting, modifying, upgrading and downgrading of customer service offerings, including CPE and inside wire
• Perform inspections on CPE and takes actions based on the results of such inspections to ensure services are working properly
• Perform other miscellaneous technical, administrative and clerical functions as assigned and communicates with customers
• Install and rearrange inside wire for IPTV, VOIP and high speed internet/DSL, services
• Install CD based software on customer computers to initiate high speed internet/DSL services
• Install VOIP services (connect line cord from RG analog adapter to phone jack)
• Install Residential gateway, Set Top Boxes, diplexer, balun, HPNA adapters and coax splitter and connect coaxial cable
• Place, replace and repair Customer Premise Equipment (CPE) up to and including the NID’s
• Place cross-connects at the serving area interface to move customer to the LightSpeed network
• Perform Technical/Mechanical Tests
• Ability to identify wire color differences
• Use company PC to retrieve and complete orders
• Move and/or lift material such as ladders, tools, and equipment weighing up to a maximum of 80 pounds
• Climb ladders (maximum of 28 feet) and work aloft with hand tools; perform work in buildings, attics, basements, and crawl spaces
• Perform work involving bending, kneeling, stooping, crouching, crawling or other uncomfortable positions

INSTALLER TECHNICIAN

Responsibilities:

• Utilized tools and equipment in accordance with manufacturer specifications and/or those identified by Prince Telecom
• Used basic and advanced cable installation tools and hand tools
• Performed job requirements from high places (on poles, roofs and aerial lifts)
• Knowledgeable of the National Electrical Code (NEC), the National Electrical Safety Code (NESC), the Occupational Safety and Health Act (OSHA), various state and local codes including G.O. 95 and G.O. 128, (when applicable), and the policies and procedures for CATV installation activities
• Interpreted general system layouts from blueprints
• Knowledgeable of cable television products and services
• Communicated with customers in a clear and concise manner

PROGRAMMER

Responsibilities:

• HTML development, MS SQL programming and tables management of questionnaires based on the client's needs
• Integrated systems using XML to extract data from a web based reporting server to upload to tables in a MS SQL Server with a web based reporting interface
• Identified automation opportunities and automated them
• Provided Operations Support for Account Managers and QA to ensure that the data we are capturing meets the client's needs
• Communicated information to the IS Department in regards to Crystal and HTML report creation and project updates
• Provided testing packet/information to QA for program testing
• Created and maintained a MS Excel information spreadsheet, which documents completion of each step of project development

APPLICATION SUPPORT ANALYST

Responsibilities:

• Executed test cases during product release and patches
• Created a test matrix (Requirements Traceability Matrix) and test case survey documents
• Created test cases from design documentation to match the business requirements
• Led team on testing specifications
• Documented defects and followed defects through to resolution for Product Managers and Technical Project Managers for review
• Worked with a demanding user base, capable of communicating to business users to improved overall quality of web applications through quality consumer service, monitoring of consumer feedback and trouble tickets
• Performed proper ad-hoc testing before and after build releases
• Provided quality assurance to validate the usability of web applications
• Team liaison for Security Software Vendors to ensure our products were compliant with the top 10 software leaders in Desktop Security
• Tracked, created, edited and organized consumer data and developed management reports using Access and Excel
• Solved any user and/or accounting inquiries regarding costs and services. Manage user database (add/delete users and services)
• Worked in a variety of technical environments, developing own skill sets to match the changing technological environment
• RSA administration and support with assigning tokens and token cards, creating user accounts, unlocking accounts, analyzing server log files for errors or issues with tokens along with issuing new tokens
• Managed and maintained the technical security infrastructure components such as enterprise IPS/IDS, and Mc Afee DLP systems. Kept systems tuned, providing reports, and ensuring stability of the platforms. Investigated alerts from DLP, IPS/IDS

SYSTEMS SUPPORT ANALYST C

Responsibilities:

• Administered network management and operations support systems that support a nationwide wireless telecommunications network
• Administered systems and logical services primarily based on Microsoft server operating systems, but in a heterogeneous environment
• Provided hardware and software support for national operations systems related to network management and provisioning
• Able to perform security administration processes/procedures for Siebel 7.5 CRM/PRM packages
• Operated and maintain the computing environment, including physical equipment space, system upgrades, file management, user access, performance monitoring, evaluation, tuning, software distribution, and event monitoring
• Experienced in the development of user provisioning procedures
• Served as a subject matter expert for organizational policy and procedures, standards, and training
• Provided technical support to users
• Maintain system security through compliance with security guidelines, audits, access validation, and user education
• Troubleshot network hardware and software problems
• Supported organizational projects by performing system analysis, evaluating hardware and software, designing and implementing new systems, and coordinating project tasks
• Worked on-call, and be able to provide third-tier support for the operations environment on-demand when scheduled for on-call duty
• Worked with other company organizations to facilitate the ongoing development, testing and deployment of future systems and upgrades to existing systems
• RSA administration and support with assigning tokens and token cards, creating user accounts, unlocking accounts, analyzing server log files for errors or issues with tokens along with issuing new tokens
• Managed and maintained the technical security infrastructure components such as enterprise IPS/IDS, and Mc Afee DLP systems. Kept systems tuned, providing reports, and ensuring stability of the platforms. Investigated alerts from DLP, IPS/IDS

SYSTEMS SUPPORT SPECIALIST

Responsibilities:

• Acted to ensure the technically accurate response to users query and request for the operation of PC hardware, software, network connectivity, and server access
• Answered and logged calls to the helpdesk within determined guidelines reviewing all open tickets in our support system and re-route requests to the appropriate personnel based on scheduling requirements and conflicts.
• Provided desktop\remote user support, installations of equipment, network components, PC rollouts, and configurations for 500+ users on PC\Laptop devices
• Provided management with related paperwork, approval\purchases of computer equipment, and PC hardware
• Interfaced with internal departments and outside vendors acting as liaison during purchasing and\or problem resolutions
• Maintained interoffice helpdesk by providing support for software applications, troubleshooting, network configurations, and daily maintenance of Web Services
• Assisted MIS with file management, system backups, troubleshooting software\hardware installations, and configurations of network components
• Interfaced with internal departments acting as a liaison during problem resolutions
• Maintain and support a peer-to-peer workstation
• Provide desktop support, for software applications, which include installing, troubleshooting, configurations, and daily maintenance, of Internet Services

SYSTEMS SUPPORT ANALYST

Responsibilities:

• Serviced all internal and external Heidelberg customers regarding spare parts and accessories
• Identified and processed parts orders for customers and function as a problem solver in mediating and resolving customer complaints, inquiries, and problems while maintaining a high standard of customer satisfaction
• Received parts orders via telephone, web site, mail order, email, fax, and personal appearances
• Identified correct parts ordered for a specific piece of equipment
• Processed these orders into the SAP system by following policies and procedures
• Utilized the necessary tools needed to ensure that the correct part is shipped
• Confirmed all orders
• Organized and maintained customer files as well as adequate technical documentation files and appropriate parts manuals
• Basic computer and math skills, Outlook, SAP and Follow Me knowledge
• Ability to maintain difficult or emotional customer situations
• Responded promptly to customer needs
• Solicited customer feedback to improve service
• Responded to requests for service and assistance
• Met all commitments
• Spoke clearly and persuasively in positive or negative situations
• Responded well to questions
• Identified and resolved problems in a timely manner
• Gathered and analyzed information skillfully
• Managed competing demands

SYSTEMS SUPPORT ANALYST/ CONTRACTOR

Responsibilities:

• Responsible for performing technical administration and/or analysis duties in support of various network and hardware/software operations activities
• Assisted in the implementation of end user computing equipment
• Consulted with client staff on equipment problems and malfunctions
• Worked as a team member on mid-size technical projects of low to average complexity under the direction and supervision of senior Technical Support/Services staff and management with an emphasis on Windows 2000 servers and desktops
• Completed assigned technical tasks on time and as directed (e.g., assists in analysis, implementation, testing, monitoring, maintenance, production support, documentation, etc.)
• Resolved assigned Trouble Tickets within established timeframes while providing quality customer service
• Performed proper analysis and resolution activities and provides solutions while following well-defined procedures and processes
• Proactively monitored and controlled all production systems and networks to maximize systems availability
• RSA administration and support with assigning tokens and token cards, creating user accounts, unlocking accounts, analyzing server log files for errors or issues with tokens along with issuing new tokens
• Managed and maintained the technical security infrastructure components such as enterprise IPS/IDS, and Mc Afee DLP systems. Kept systems tuned, providing reports, and ensuring stability of the platforms. Investigated alerts from DLP, IPS/IDS

SYSTEMS SUPPORT ANALYST

Responsibilities:

• Answer incoming calls and requests, troubleshoot, solve problems and provide resolution to supported users within the contracted scope of support for each client. Document all case information into the Clarify Case Resolution System
• Follow through with users whose issues are not closed on initial contact, which may include additional communication to the user, a supervisor, or other support areas within the team; i.e. Hardware Liaison, Technical Liaison, etc
• Performs Administrative Support Functions
• Documentation of all case information and updates as information becomes available
• Identify and document troubleshooting techniques/steps
• Complete Weekly Personal Time Watch
• Assist in QC and/or distribution of client databases or software, as needed
• Respond to miscellaneous request and research from internal staff as directed by the Supervisor