SUMMARY:

• Knowledgeable Information Technology Professional with over 15 years of experience seeking to contribute acquired skills within an IT support role.
• Works well independently, or in a group setting providing all facets of IT support such as troubleshooting, installations, and maintenance.
• In - depth knowledge and understanding of numerous software packages and operating systems.
• Skilled in providing timely Customer and End-User support.
• Easily identifies and resolves technical issues and concerns with excellent communication capabilities.

TECHNICAL SKILLS:

• Windows 7, 8, 10
• Windows Server 2003, 2008
• Active Directory (AD)
• Exchange Server 5.5
• MS Office Suites
• Outlook 2007, 2010, 2013
• Bitlocker
• Internet Explorer 9, 10, 11
• Sharepoint
• SCCM
• Netware 4.11, 5.1
• NDS, ZenWorks 7
• Cisco AnyConnect Client
• Backup Exec
• Intelligent Disaster Recovery
• Ghost Imaging SoftwarePcAnywhereAntiVirus Corporate Edition
• Endpoint
• Remedy
• Footprints
• True Image
• Citrix Winframe 1.7, XenApp
• GoToAssist
• Lotus Notes
• Vantive Helpdesk
• Acrobat
• Adobe Cloud
• Track-IT

PROFESSIONAL EXPERIENCE:

Confidential, Raleigh, North Carolina

Systems Administrator

Responsibilities:

• Provide IT Support for Confidential
• Also provide backup support for California users via telephone, email, and remote tools.
• Worked with vendors and California staff to get new clinics up and running.

Confidential, Durham, North Carolina

IT Representative

Responsibilities:

• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance with hardware, software, networking, and other computer-related technologies (Tier 1-3)
• Manage meeting/conference support for the conferencing equipment including video conferences, audio bridge conferences, WebEx, and combinations thereof.
• Install personal computers (Dell and Lenovo), software, and peripheral equipment; provide standardized desktop and laptop images on all site computers (Using SCCM and WIM image).
• Maintain asset database on a regular basis and assist in audits of database as needed.
• Manage AD accounts, Exchange mailboxes, and mobile devices

Confidential, Durham, North Carolina

Support Technician

Responsibilities:

• Provide support for all IT support issues and work with available resources, hardware and software vendors to provide effective solutions, break/fix, and problem resolution.
• Serve as the IT Liaison to external partners, software and hardware vendors for problem resolutioninformation gathering, system upgrades, and maintenance.
• Develop and maintain desktop support procedures, and prepare end-user documentation
• Manage infrastructure assets: vendor support agreements, software licenses and keys, hardware leasesservice contracts and asset inventory.

Confidential, Chapel Hill, North Carolina

Help Desk Technician

Responsibilities:

• Provide support for all computing issues at Home Office and locations around the country.
• Support areas include desktop/laptop troubleshooting and imaging, VPN support for remote offices.
• Support in-house developed proprietary software.

Confidential, Raleigh, North Carolina

Technical Support Specialist

Responsibilities:

• Installation and support for all Confidential products. Confidential is a top rated CRM designed for the specific needs of financial advisors.
• Provide interactive and telephone-based assistance to our clients.
• Answer user queries and troubleshoot their issues with all Confidential products as well as SQL Server, Windows and Office.

Confidential, Cary, North Carolina

Analyst

Responsibilities:

• Provide hardware, software, and network problem diagnosis / resolution via telephone and email globally iPhone and Blackberry support
• Deployed approved software globally via SCCM
• Manage documentation of problem resolutions and work requests

Confidential, Raleigh, North Carolina

IT Analyst

Responsibilities:

• Provide incident management and prioritization of problems/tasks for hospital customers.
• Provide advanced technical knowledge and support of applications and systems, including Desktop and server
• Provide on-site coordination, resolution, and training at customer locations.
• Develop/write test plans, documentation, and training materials
• Develop, support, and lead project plans

Confidential, Durham, North Carolina

Support Analyst

Responsibilities:

• Specialize in desktop and customer support
• Provide server and network management (AD management, Cat 5 wiring, and network jack activations)
• Configure and maintain telecommunications equipment
• Conference room and multimedia support (Assist with teleconferencing)
• PC imaging (including laboratory PC’s), software installations and configurations per Confidential standards

Confidential, Durham, North Carolina

IT Analyst

Responsibilities:

• Provide technical knowledge and support for systems including desktops and servers (NT and
• NetWare), applications (Microsoft, Lotus Notes, email, etc) and Confidential University Health System specific applications
• Coordinate resolution of issues with PIN (Patient Information Network)
• Provide problem diagnosis and resolution for hardware and software problems as required, including troubleshooting general network connectivity
• Perform hardware and software installation, upgrades and configuration