SUMMARY:

• Solutions driven and goal oriented IT Professional with 10 years’ of extensive experience providing rapid and customer - focused technical support from various levels of IT services.
• ITIL Certified to provide best IT practice of services to help maximize value for a business or an organization.

PROFESSIONAL EXPERIENCE:

Confidential, Miami, FL

Systems Administrator

• Mitel and Innline Phone administration
• Create and or back up images using Ghost Symantec and Easy Transfer Files
• Monitor Cherwell Service Management ticketing system
• Monitor DCI HSIA Management System for Wireless Access Point Devices
• Perform daily Site Surveys for Heat Mapping using Ekahau for 18 Floors
• Maintain WSUS Server updates
• Maintain MDF and IDFs, complete port activation requests
• Network Access Administration
• IT remote support and desk side support

Confidential, Coral Gables, FL.

CTG Office 365 Consultant/ Office 365 Support Analyst

• Train Tech Lead on site to use Powershell Office 365 commands for administration
• Assist with users recently migrated to Office 365 email and Office 365 Pro Plus
• Provide any other IT support outside of scope of project
• Assist with any desk side support

Confidential, Hialeah FL.

IT Project Specialist

• Primary responsibilities to refresh out of warranty assets but also provide IT Support Coverage
• Responsible for imaging, configuration, installation of PCs and end user data migration
• Evaluate asset information from users and schedule with them to replace their desktop or laptop
• Decommission and disposal of IT equipment and responsible for the accuracy of the asset management information .
• Coordinate hardware warranty repairs with the vendor as required
• Update Active Directory, Asset Refresh Lists, inventory return lists and Decom Lists
• Utilize IT incident/change/asset management ServiceNow ticketing system to document, prioritize and track requests
• Provide IT support to end users with PC/MAC hardware, software, printing, mobile devices, PC re-images, data recovery, e-mail and software installation issues
• Setup new hires, Video/Audio Teleconference room backup, and perform other duties as assigned

Confidential, Miami FL.

PC LAN Analyst

• Provide immediate level 1-3 help desk support to a special(VIP) Whole Sale Group
• Troubleshoot Office Suite applications (including Outlook), Internet Explorer, CRM Sales Force, and Adobe applications
• Provide support/troubleshoot laptops, desktops and wireless devices including but not limited to iOS, iPads, smartphones, Blackberry devices, and hand air cards to all levels of end users
• Active Directory Administration of user accounts and computer objects; reset passwords, disable/enable, delete, edit descriptions, assign/remove group polices, software groups, proxy groups, and security access groups
• Utilize IT incident/change/asset management Remedy ticketing system to document, prioritize and track requests
• Install, maintain and repair PC hardware (including printers) and software
• Responsible for imaging, configuration, software updates using SCCM and data recovery
• Coordinate hardware warranty repairs with the vendor as required
• Manage asset inventory, scan new assets, prepare and send retired assets to reverse logistics
• Install, update and configure Good Applications and Tangoe MDM for smart phone administration
• Complete refresh projects as assigned in timely manner if not earlier than expected deadlines
• Video/Audio conferencing setup and support

Confidential, Miami FL.

Jr. System Administrator

• Train, mentor, and lead new tech hires in all levels of IT support and administration
• Network Administration of shares on NAS File Server; create shares, migrate data, adjust permissions, restore backup data, update software using SCCM based application
• Active Directory Administration of user accounts and computer objects; reset passwords, disable/enable, delete, edit descriptions, assign/remove group polices, software groups, proxy groups, and security access groups
• Maintain and Support administration of Printer and File Server, Windows Server 2008, Exchange 2010 Administration
• Exchange Server 2010 Administration; add/remove mailboxes, set retention policy
• Troubleshoot network connectivity issues; patch cables in closet, escalate cable service to PCCI
• Maintain Data Center; replace/troubleshoot rack blades, switches, power batteries, switch network ports, work with Cisco vendor to test connectivity when replacing switches
• Blackberry, smartphone and iPad support with troubleshooting, synchronization, installing apps such as but not limited too Good Application, Cisco client, and Secure token
• Install/troubleshoot/replace Avaya IP Phones, order replacements, return defectives
• Support Microsoft Windows Vista/7, Office Suite 2010/2013, Print Server 2008, File Server 2008, Outlook 2010/2013, various bank applications and adobe software
• Assist completing service requests such as but not limited to PC moves, new peripherals, equipment replacements, phone upgrades, new hire setups, termination recalls
• Provide remote, VPN, and desk side support for 800+ users
• Install, repair, replace, troubleshoot and optimize user desktops and laptops, including: hardware and software issues
• Utilize Citi IT Resolver ticketing software to update/complete service tasks and service requests
• Utilize IT incident/change/asset management ServiceNow ticketing system to document, prioritize and track requests
• Video/Audio conferencing support; setup equipment, schedule connectivity tests for global conferencing, train users to use conferencing equipment, sit in on major conferences

Confidential, Chicago IL.

Project Coordinator /IT Technician

• Travel to various retail bank locations in the Midwest Region
• Tech Lead; supervise, manage time, and delegate tasks to a team of 4 Techs assisting on project
• Load company based images on new Desktops and Laptops
• Ensure endpoint encryption is installed on replacement Laptops
• Perform user data backup prior to replacement and data restore after equipment is replaced
• Assist replacing retired desktops, laptops, printers and peripherals with new equipment
• Test all equipment with all users to make sure all applications and network connections are up and running before moving on to other sites
• Support/Troubleshoot any issues pertaining to refresh project involving Microsoft Windows XP/Vista/7, Office Suite 03,07,10 and Outlook 2003

Confidential, Chicago, IL.

Desktop Support Engineer II

• Helped reduce the amount of backed up tickets and requests in Remedy based ticketing system
• Assist Tech Lead in managing ServiceNow ticketing system ensuring that customer requests via the ticketing system are managed to closure and all tickets are assigned and updated by end of day to meet SLA Requirements
• Active Directory Administration of user accounts and computer objects; reset passwords, disable/enable, delete, edit descriptions, assign/remove group polices, software groups, proxy groups, and security access groups
• Complete service requests such as but not limited to PC moves, new peripherals, equipment replacements, new hire setups, termination recalls
• Provide remote and desk side support for 5000+ users and Bloomberg support for Traders
• Troubleshooting issues that Help Desk cannot resolve and escalates to local support
• Support/Troubleshoot VPN IPass Connect and Cisco VPN client connectivity
• Update ticketing system LANDesk to complete imaging tasks and software service requests
• Support/Troubleshoot issues relating to Microsoft Windows XP/Vista/7, Office Suite 03,07,10 Outlook 2003 and company developed applications
• Provide Data backup and complete data restore requests using CommVault application

Confidential, Chicago, IL.

Conversion Technician

• Interview clients to gather information on what software they use or need, files they need saved, settings they have, network printer connections and establish priorities
• Tech lead of a small team of 4 to complete specific assigned tasks
• Assist project manager/coordinator in organizing best course of action for replacements
• Upgrade desktops, laptops, and printers in group project for 5000 users
• Provide desk side support and on call support for migrated users in project
• Implement windows conversion image for active directory connectivity authentication
• Backup user data for data migration and data recovery for failed hard drives
• Update software versions, patches and configurations of various financial applications
• Microsoft Windows NT/XP/Vista Support, Office Suite 97,03,07 Support and Outlook support
• Asset Management; Track and maintain IT assets and inventory

Confidential, Chicago, IL.

Help Desk / IT Deployment Specialist

• Refresh project; Imaged configured and deployed 300+ replacement desktops and laptops
• Inventory, tag and store retired machines for reverse logistics
• Build Bloomberg workstations, install Bloomberg keyboards, configure software profile login for financial stock traders
• Install/troubleshoot telnet software and data fax modems for direct analog communication with banking services like JPMorgan for major wire transfers
• Relocate Project; move 50 users’ PC equipment to new office space location within building
• RSA Token Project; Update accounts, create new users and delete non existing users, inventory
• Printer project; replace various brands of retired network printers with new HP printers
• PointSec Encryption project; backup user data and then install PointSec endpoint encryption on 150+ laptops
• Active Directory Administration; maintain and update user profiles and computer objects

Confidential, Chicago, IL.

Help Desk Associate I

• Create, restore, and back up base and user images using Ghost Symantec software
• PC configuration and troubleshooting - Operating System, hardware, and software
• PC maintenance/preventative maintenance; patches, upgrades, virus protection
• Novel administration; user login lock outs and password resets
• Provide basic break/fix support for Windows operating systems and Microsoft Office products
• Update/administration of IT request forms, files, and telecommunication records
• Train for additional troubleshooting skills, as needed

Confidential, Chicago, IL.

PC Technician Break/Fix

• Refurbished donated workstations for the Chicago boys and girls club in Logan Square
• Troubleshoot, upgrade, build, and refurbish PC’s and Laptops
• Deployed 360 replacement workstations/monitors and installed software for CarMax
• Deployed 200 workstations/laptops for Illinois Senator Obama’s Chicago office

Confidential, Chicago, IL.

Office Operations / Office Manager

• Maintained office operations; mail distribution, reception coverage, and customer service
• Assisted with HR hiring process; prepared applications and monitored testing procedures
• Primary vendor contact; invoices, inventory/ordered and organized office supplies
• Primary contact for building management regarding any issues
• Trained/supervised new/current staff on administrative office duties and customer service
• Programmed / maintained security key cards for office entry
• Setup and maintained conference rooms for meetings including laptop/projector setup
• Maintained kitchen’s; ordered coffee supplies and managed inventory
• Performed light maintenance, troubleshooting, and toner replacement on fax, printer, and copiers
• Prepared invoice reports for check requests to deposit in escrow vendor accounts
• Made company bank deposits and ran important errands for President/CEO of the company