SUMMARY:

• Solutions - focused, team oriented Technical Support Analyst with broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support strategies.
• Proven ability to successfully analyze an organization's critical support requirements, identifies deficiencies and potential opportunities, and develops innovative solutions for increasing reliability and improving productivity.
• A broad understanding of computer hardware and software, including installation, configuration, management, troubleshooting, and support.
• Oracle 8.0, Oracle Report, PL/SQL, Developer2000, HTML, Visual Basic 6.0, C, C++, Windows, Active Directory, Ghost 7.5, TCP/IP, Office XP, Lotus Notes, AutoCAD, DOS 6.1 & 6.2, Microsoft Office, UNIX, Novell, trouble shooting, systems’ planning and implementation, and data management

PROFESSIONAL EXPERIENCE:

Confidential

Systems\Exchange Administrator 

Responsibilities:

• Support a multi-site Microsoft Exchange 2007/2010 organization in order to meet and maintain appropriate service levels
• Provide a point of escalation and support to the Desktop Support Group
• Perform Printer Administrator duties such as setup and config new and existing network printers and trouble shoot issue
• Provide day to day production support of our Email & Active Directory infrastructure
• Utilize industry standard technologies to insure the integrity of recoverability of servers backup
• Assist with training new and existing members on practices, procedures, and technical aspects of the job
• Perform Exchange administrative duties such as creation group mailbox creation and manages, mailbox creation, Distribution list creation and manages, Public Folder Calendar creation and manages, mailbox restore,
• Lync account creation and manages, mailbox deletion and trouble shooting, name changes
• Perform Active Directory duties such as password reset, creation group policy, account creation, and users, groups, creation of ACL, servers backup and restore, cleaning viruses, and workstations association
• Perform file server administrator duties such as security, files structure, cleanup, restored, move of data
• Safeboot account creation and trouble shooting
• Script Writing, Citrix Administrator
• Managed Remote Access capabilities using Cisco VPN technology
• Perform diagnostics and troubleshooting of system issues and equipment
• To ensure proper ticket management and resolution
• Document help desk tickets/resolutions using Remedy
• Trouble shoot and setup network printer
• Support 12,000 end users across the USA
• Extensive expertise in the following areas: documentation, implantation and troubleshooting MS Office 2007/2010

Environment: Microsoft Windows XP/Server 2007 Active Directory, TCP/IP, Microsoft Office 2007, Cisco VPN, HP LaserJet Network Printers 5500 and 9050, Safeboot Administrator, Exchange administrator 2007/2010, Remedy 7

Confidential

Systems\Network Administrator

Responsibilities:

• Provide support and technical training to the end users at the Regional and local Census offices
• Assist with training new and existing members on practices, procedures, and technical aspects of the job
• Perform various administrative duties such as password reset, creation group policy, account creation, and users, groups, servers backup and restore, cleaning viruses, and workstations association
• Perform Disaster Recovery
• Setup and trouble shoot Cisco 3560 switches and Cisco 2800 router
• CiscoWorks LAN Management Solution 3.2 to monitoring the network
• Managed and monitor MPLS and BRG
• Managed Remote Access capabilities using Cisco VPN technology
• Provide support of servers, desktops, laptops, and HHC (Hand Held Computer) for the Census
• Coordinate technical training for new and existing staff members on the team
• Perform set-ups, break-downs, and transport of equipment on an as needed basis
• Perform diagnostics and troubleshooting of system issues and equipment
• Document help desk tickets/resolutions using Remedy
• Image and configure workstations, laptops and servers
• Trouble shoot and setup network printer
• Experience installing/configuring, supporting, and troubleshooting VMware ACE
• Support 500,000 end users across the USA
• Extensive expertise in the following areas: documentation, implantation and trouble shooting MS Office 2007
• Exchange administrator 2007 duties include name changes, account creation, and create group mail, trouble shooting all mail issue
• Deploy desktop and server image with Confidential

Environment: Novell Netware/ Confidential administrator, Microsoft Windows XP/Server 2003 Active Directory, Lotus Notes R6 administrator, TCP/IP, Microsoft Office 2007, Cisco VPN, HP LaserJet Network Printers 5500 and 9050, Safeboot Administrator, exchange administrator 2007, Remedy 7

Confidential

Systems\Network Administrators

Responsibilities:

• Transitioned to Confidential client from consultant role to provide full-time technical support as the systems administrator for all regional offices
• Responsible for building servers, installing operating systems and software, and the testing and patching of software via SMS
• Setup and troubleshoot switches and router
• Managed and maintained backup tape server, file and print servers, Active Directory, Remedy ticketing system, and VPN
• Point of contact for desktop and server imaging, fighting virus and spy ware, and evaluating and repairing network problems
• Assisted in the building of a SAN server
• Experience installing/configuring, supporting, and troubleshooting VMware
• Support 3000 end users

Environment: Windows 2000/XP/2003, TCP/IP and DHCP, Outlook, Active Directory, MS Internet Explorer, MS Office XP, MS SQL, SMS, Cisco Switches, Cisco Routers

Confidential

Consultant

Responsibilities:

• Consulted out to provide systems support to US Foods and Confidential Bank while maintaining 400 + end-users and 10 servers
• Managed and maintained backup tape server, file and print servers, Active Directory, Remedy ticketing system, and VPN
• Point of contact for desktop and server imaging, fighting virus and spy ware, and evaluating and repairing network problems
• Transitioned to Confidential client to provide full-time technical support as the systems administrator
• Create desktop image and server image and deploy with Confidential

Environment: Windows 2000/XP/2003, TCP/IP and DHCP, Lotus Notes R6, Active Directory, MS Internet Explorer, MS Office XP, MS SQL, SMS, Confidential

Confidential

Consultant

Responsibilities:

• Served in the capacity of administrator, installer, and desktop support of 300+ end-users for key clients, such as, BearingPoint and American Express
• Served as point of contact for Voice over IP phone system; migration of network from token ring to Ethernet; establishment of policies and implementation of Active Directory and Exchange; installation of Cisco switches
• Responded to service ticketing system for items such as, desktop and printer support; networking problems involving WINS, DNS, mail gateways, and NT domains; LAN, TCP/IP and DHCP related problems; computer imaging; and data management

Environment: Windows 98/NT/2000, TCP/IP and DHCP, MS Office, Lotus Notes, Active Directory, Ghost, MS Internet Explorer, Voice over IP, Hardware support on HP, IBM, Dell, Compaq desktop and printer

Confidential

Consultant

Responsibilities:

• Consulted out to federal government clients to provided desktop, hardware, and software support in Enterprise environments
• Managed the installation of new computers, network and email configuration, and set up/maintenance of printers and VPN, while evaluating and correcting TCP/IP and networking problems
• Responsible for NT domain administration, including, maintaining user accounts, login scripts, profiles, as well as other functional duties

Environment: Windows 3.1/ 98/ NT, TCP/IP, MS Office97, Outlook, Exchange, VPN, and Active Directory