TECHNICAL SKILLS:

Software: Novell CNE, CNE, A+, MCSE - NT, Open Text (First Class), Microsoft Office, Lotus Notes (FAA Level 1, 2), Windows 95 thru Windows 7

Hardware: Hardware competencies include a wide variety of most OEM (IBM, Dell, HP) and compatible PC systems, terminals

PROFESSIONAL EXPERIENCE:

Confidential

System Administrator / Corporate Tier 2 Lead

Responsibilities:

• Field incoming help requests from end users via both telephone and e - mail in a courteous and Professional manner.
• Document all pertinent end user identification information, including name, department, contact information, asset information and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers. Prioritize and schedule customer service calls.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti-virus software. Install VPN Software, Confidential .
• Experience with routers and switches, Experience with RackSpace, Experience with mobile phone issues (syncing with Rackspace) Cloud Administration /management, Database Administration, Systems Administration, Troubleshooting on both software and hardware Windows Server 2003, Experience with Webmail/Outlook - Administration.
• Create new user accounts, dist lists, etc. Experience with Microsoft Products IE: NT Server - Server 2008R2, Windows 95 - Windows 8, Office 2000 - Office 2013. Order and track all Corporate Inventory, approve expense reports.

Confidential

Sr. Desktop Systems Administrator

Responsibilities:

• Responsible for intake, documentation, First Call Resolution ( Confidential ) of Confidential 's satellite facility ADP. Install, configure, assemble, maintain, troubleshoot for in-house corporate computer networks consisting of level 1, 2 and 3 customer support. Remote support of personnel off campus using utilities such as LogMeIn or TeamViewer or Cisco VPN for remote access to the corporate LAN. Perform system updates (Tech Refresh) and upgrades of LAN hardware and software components, PC Migrations-Roll outs as required. Arrange for loaner travel laptops. Hardware support for Dell, HP, Lenovo desktops-laptops, servers.
• Conduct hardware acquisition recommendations.
• Install, configure, assemble, network infrastructure peripherals such as scanners, printers, create shares.
• Represent team(s) as liaison to the end users and customers. Mentor and consult with team members and other organizations and vendors on complex issues. Familiar with inventory and ticket tracking programs such as Remedy, McAfee, Track-IT, Ambercat, NetSuite. Support for in house Cisco, Verizon, ICORE VX Phones.
• Malware removal, virus removal, using MacAfee, Symantec EndPoint, Trend Micro. Perform nightly system backups (Symantec Backup Exec).
• Server setups, and installations, active directory, user rights, password resets, on-boarding and issue hardware / software of new hire personnel.
• Create and maintain all corporate pc images for roll out, (OS, antivirus + encryption, patches).
• Arrange for loaner travel laptops.
• Conduct one-on-one training of in-house OpenText Document Management system. Install, troubleshoot customers Lotus Notes E-mail.
• Support for corporate Outlook e-mail and Exchange Servers. Assign phones (VOIP) for on-boarding of new hires and setup new user voice mail box.
• Support corporate issued and personal PDA's) Blackberry - IPOD and Droid OS based smart phones for exchange, Gmail contacts and email setups and synchronization.
• Email administrator for in-house First Class OpenText SMTP e-mail system. Ensure that ISPs T1 lines are available and functioning for multiple in-house LANs.
• Support in-house facilities for Audio Visual / LAN based conferencing. Support in-house Citrix custom applications.. Core competencies include Windows 98 thru Windows 7, Windows NT thru Windows Server 2008r2, Active Directory, Office XP thru Office 2013, Confidential software applications.

Confidential

Network Engineer / Sr. Systems Analyst

Responsibilities:

• Duties and responsibilities include daily operations, support, upgrades, and maintenance of the corporate LAN/WAN and field offices nationwide.
• Provide customer support of clients in all aspects of daily operations as related to national support of customers for Inserts, (Immigration and Naturalization Service Easy Research & Transmittal System), which Confidential wrote and developed to support INS / DOJ mission statement.

Confidential

Senior Network Engineer

Responsibilities:

• Designed and implemented the technology architecture for the firm’s offering as an ASP.
• Provided initial research and development in company initiative that was the first in the industry to “push” a security software suite down to the user’s desktop.
• Led the technology team to implement a secure e-mail offering with remote mail server operations.
• Management and oversight responsibility for all client technical customer service issues.

Confidential

Assistant Manager

Responsibilities:

• Responsible for assisting in the resolution of all EOP Office Automation technical service problems as related to the EOP Office Automation system.
• Assist and support additional government contractor personnel in the upgrade of all client personal computer hard ware including software new roll out of new desktop platform manually and through SMS as specified by the customer.