PROFESSIONAL SUMMARY:

• Solutions driven, team oriented IT Professional with 15+ years of experience and a broad background in help - desk, web hosting, network administration and support management.
• Highly skilled with providing onsite and remote hardware and software support, LanDesk administration, end user support and administration.
• Experienced working with hardware and software, including installation, configuration, management, troubleshooting, Network Administration for all Windows and Exchange Servers.

TECHNICAL SKILLS:

• Microsoft Office Suites all versions thru 365
• Citrix Servers
• RDS/Team Viewer
• Disaster Recovery
• Image Writer
• Java Script
• Windows (All versions through 10)
• CISCO VPN
• DNS/TCP IP
• Patch Scheduling Management
• KASEYA
• ACTIVE DIRECTORY
• VOIP
• WINDOWS SERVERS 2003, 2008R2, & 2012
• LABTECH
• SHELL SCRIPTING
• CITRIX XEN APPS
• Cisco Router, Switches & Firewalls
• NetScaler
• Mac certified applications
• VMWare
• HTML
• Solar Winds
• PC Imaging
• LANDesk

EMPLOYMENT HISTORY:

Confidential, GOOCHLAND, VA

System Engineer

Responsibilities:

• VOIP phone experience and administration, VMWare Admin and Support
• Excellent desktop support skills.
• Remote (troubleshooting logons, folder access, Verizon air cards.
• Troubleshoot Cloud issues, servers, firewalls, etc. Windows 7 All platforms Enterprise and Ultimate with Bit Locker and Windows 10.
• Active Directory Administration
• Azure administration and support experience
• Office 365 Administration user installs and training
• Cisco VPN client experience Administration and installs

Confidential

Onsite Technician, RICHMOND, va

Responsibilities:

• Provides day-to-day technical support desktop and laptop systems software and hardware
• Performs general maintenance tasks and resolves complex problems as quickly as possible, while more complex issues are identified and Av systems, Laptops, monitors and other related peripherals
• Communicates highly technical information to both technical and nontechnical personnel
• May involve use of problem management databases and help desk system
• Provide On-Site support in a call center environment (Break/Fix and IMAC Support)
• Provide technical assistance and advice to users as needed.
• Assist in implementing practices that will more effectively streamline support. Performs general maintenance tasks and resolves complex problems as quickly as possible, while more complex issues are identified and Av systems, Laptops, monitors and other related peripherals
• Communicates highly technical information to both technical and nontechnical personnel
• Avaya Phone Support and Administrator
• Responsible for handling high volume calls, emails, alerts
• Responsible for processing batch cycles
• Responsible for monitoring server’s infrastructure and applications
• Responsible for daily systems checks
• Develop and maintain network/telecommunications documentation and network diagrams.
• Comply with all published enterprise level policies and procedures.
• Avaya Phones Troubleshoot using Supervisor CMS17
• VMWare monitoring
• Analyzing network performance, while assessing and reporting performance information about wireless data connections.
• Responsible for monitoring a large number of servers and responsible for watching over server backups
• Level 2 and 3 Support
• Responsible for coordinating the job of restarting servers after consulting with IT technicians
• Responsible for monitoring and listing servers that needed to be replaced or repaired
• Logging and tracking incident reports into an internal ticketing system.

Confidential, RICHMOND, VA

Desktop Support Analyst

Responsibilities:

• Installing New Citrix Client on all employees on the 4th floor 300 employees.
• Installed the Citrix Servers, backup, monitored and helped with disaster recovery multiple Servers
• Patch Management for Citrix Servers and Xen Apps
• Host Support
• Desktop support for all installs and upgrades.
• On-call system troubleshooting
• Performed pro-active network element status and health checks as part of normal surveillance activities.
• Installed and setup Cisco switch boxes and routers.

Confidential, RICHMOND, VA

Support Engineer

Responsibilities:

• Provided 2nd and 3rd Level Support in a 24 x 7 environment Shift Friday, Saturday, and Sunday 8pm till 9 am.
• Very responsible and great time management
• Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
• Performed data backups and disaster recovery operations.
• Diagnosed, troubleshoot, and resolved hardware, software, or other network and system problems, and replaced defective components when necessary.
• Planned, coordinated, and implemented network security measures to protect data, software, and hardware.
• Installing New Citrix Client
• Installed the Citrix Servers, backup, monitored and helped with disaster recovery multiple Servers
• Patch Management for Citrix Servers and Xen Apps
• Servers which ran automated backups,
• Servers which displayed problems during backups
• Servers that ran tape drives for backups
• Analyzing trends with server management
• Monitoring replication backups
• Report Backups marked “successful or failed”
• Mac Pro laptops and all in one Macintosh
• Imaging Macs
• Host Support Configured, monitored, and maintained email applications or virus protection software.
• Multiple customers use Citrix Servers on a daily basis and Xen Apps assist customers with all issues.
• Disaster Recovery for all clients and backups daily.
• Worked on the weekends and did all patch management for the Citrix Servers weekly
• Operated master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
• PC imaging
• Configured and test computer hardware, networking software and operating system software.
• Upgrading, installing, and monitoring Microsoft Servers 2003, 2008 R2, & 2012. Ensure the stability and integrity of converged data and voice communications.
• Responsible for supporting the Wide Area Network (WAN) and Local Area Networks (LAN’s) throughout the organization. This includes installation and maintenance of network hardware (routers, switches, etc.) at various branch and office locations.
• Analyze and troubleshoot network and telecommunications issues to resolve outages in a timely manner and minimize impact to the company and its respective business units.
• Develop and maintain network/telecommunications documentation and network diagrams.
• Comply with all published enterprise level policies and procedures.
• Backup servers
• Patch management for multiple servers
• Monitored network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.
• User account creation · Group creation · Applying people to groups · Creating Exchange mailboxes · Managing shared mailboxes and calendars

Confidential, RICHMOND, VA

Operations Forecaster/Desktop Level 2 Support

Responsibilities:

• Monitored the daily performance of computer systems for six call centers totaling over 300 employees.
• Answered user inquiries regarding computer software or hardware operation to resolve problems.
• Entered commands and observed system functioning to verify correct operations and detect errors.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Resolved problems or to provide technical assistance and support.
• Referred major hardware or software problems or defective products to vendors or technicians for service.
• Support IDX and QNXT
• Upgrading, installing, and monitoring Microsoft Servers 2003, 2008 R2, & 2012
• Backup servers, Patch management for servers
• Developed training materials and procedures, or trained users in the proper use of hardware or software.
• Host Support
• Conferred with staff, users, and management to establish requirements for new systems or modifications.
• Collected and analyzed data to forecast call volume to gauge productivity.
• Utilized over 20 software programs to create reports for a variety of managers and teams.
• Structured wiring systems (fiber and copper) and Equipment room design, Digital phones, Internet Protocol phones, Voice Over Internet Protocol.

Confidential, RICHMOND, VA

Customer Account Executive / Accounts Manager

Responsibilities:

• Trained new employees on software systems associated with credit card limit.
• Resolved escalated customer credit card complaint issues.
• Performed complex research in order to provide quality customer service.
• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Solicit sales of new or additional services or products.
• Order tests that could determine the causes of product malfunctions.

Confidential, VOORHEES, NJ/RICHMOND, VA

Customer Installation Technician/ Help Desk Assistant

Responsibilities:

• Conducted technical training for new hires on cable transmission boxes.
• Install Digital cable boxes and lines
• Install home internet services
• Received inbound calls from on customers' service on billing issues.
• Upgrading, installing, and monitoring Microsoft Servers 2003, 2008 R2, & 2012
• Backup servers, Patch management for servers
• Disaster Recovery
• Used Citrix XenApp daily to record tickets.
• Resolved escalated customer service issues.