OBJECTIVE:

To obtain an IT position that utilizes a combination of emerging technologies, my interpersonal client support skills gained through work experience and a focus on infrastructure engineering.

SUMMARY:

Over 15 years of combined Field/Desktop/Remote support and customer service. Specialized in troubleshooting Windows (10/7/XP) and Mac OSX (Sierra /El Capitan/Yosemite) operating systems, Wireless device setup/configuration/mobile device management (IOS, Android, BES/BAS), Familiarity and usage of various MDM processes (Airwatch, Agile, MobileIron). Active Directory/Open Directory (user administration ), Workstation (imaging, configuration and deployment), and general cross - platform support).

EXPERIENCE:

Confidential, West Palm Beach, Florida

System Administrator/Desktop Engineer

Responsibilities:

• Responsible for ensuring reliability and maintenance of IT systems (JAMF Casper Suite, Microsoft Office 365, Active Directory).
• Established, implemented and maintained a campus wide standard for a common Confidential laptop configuration and imaging utilizing Casper and JSS.
• Prepared administrative documents, including reports, spreadsheets, correspondence and user documentation.
• Performed hardware maintenance, reconfiguration of equipment and deployment/installation of software resources.
• Assisted in directing the evaluation and acquisition of software used on Windows/ Confidential computers in both administrative and academic settings.
• Ensured that systems implementation policies and procedures adhere to institutional values, enabling administrators, faculty and staff to perform their assigned functions.

Confidential, Palm Beach Gardens, Florida

IT Infrastructure Engineer

Responsibilities:

• Provided Tier 3 desktop support corporate wide and across over 52 subsidiary companies for all enterprise productivity software applications and mobility devices.
• Created and maintained all best practices for desktop management including: patch management, software procurement, software deployment, inventory management, compliance reporting, license auditing, image creation & deployment and device naming standards via SCCM.
• Troubleshooting desktop security and configuration management through GPO, LPO, login scripts and local scripts.
• Performed cost and quality review on existing workstation vendors as well as other vendors in the marketplace.

Confidential, West Palm Beach, Florida

IT Infrastructure Support (Service Desk Administrator)

Responsibilities:

• Service Request support/administration (BMC Systems Track-IT)
• User Administration (Active Directory)
• Exchange Administration (Exchange 2012/Office 365)
• Network and Sever monitoring (WhatsUp Gold)
• Inventory/Asset Tracking/Software Licensing (BMC Systems Track-IT)
• Thin Client Support (Citrix)
• Best Practices UAT (Fitnesse)
• Mobility Device Management (IOS/Android/Windows)
• Mobile Vendor Management ( Confidential Premier)
• Support Documentation (Sharepoint)
• Subject Matter Expert: Incident Management
• Engineered and created SOP for MDM solution.
• Monitoring health of servers, system up time and network hardware throughout all facilities.
• Created internal and customer documentation for MDM lifecycle process.
• Documented and created reporting scripts to monitor lifecycle and usage of mobile hardware.

Confidential, Nashville, Tennessee

Traveling Desktop Support Administrator

Responsibilities:

• Hardware Configuration/ Deployment
• Application Support ( Confidential, ECW)
• Data Transfer/Migration ( Confidential Ghost)
• SSO configuration (Imprivata)
• Windows XP to 7 Upgrades
• User Support and Training
• Provided traveling on-site desktop support for PC hardware and medical software applications throughout North America to various large hospitals and associated medical practices.
• Responsibilities also included upgrading outdated hardware, arranging procurement, training local IS staff on new technologies and evaluation of current systems.

Confidential, West Palm Beach, Florida

Field Systems Engineer

Responsibilities:

• PC Hardware Imaging/Configuration/Deployment (Workstation and Peripherals)
• Clinical Application Support (Athena, MedHost, eMar, ProMed and HMS)
• Data Transfer/Migration
• User Administration (Active Directory)
• Upgrade, deployment and implementation (Windows 7)
• User Support and Training
• QA testing
• Deployed, upgraded, and implemented PC hardware and medical software applications throughout the continental Confidential to emergency medical facilities located in rural and small communities.
• Responsibilities also included upgrading outdated hardware, arranging procurement, training local IS staff on new technologies and evaluation of current systems.

Confidential, West Palm Beach, Florida

Desktop Support/Enterprise Mobility Analyst

Responsibilities:

• Mobile Device Management Administration (Junos Pulse/GOOD for Enterprise/BES/Airwatch)
• Hardware and Device Deployment (LANDesk ALM)
• Troubleshooting (Mobility devices and applications)
• On call support during incident management
• End User Support for Confidential (Bring Your Own Device)
• Job Scheduling and Batch management
• Provided technical and operational support for the Desktop and Mobile Technology IT group, including testing, set up, registration of IS equipment such as smartphones & tablets, asset management, creating and updating documents and presentations, and creating/posting documentation to IS web site and shared information repositories.

Confidential, Jackson, Michigan

IT Support Analyst

Responsibilities:

• Company-Wide 3 rd Level Laptop/Workstation/Wireless Device Support (Executive Level)
• Hardware Deployment (Selection/Image/Configuration)
• Configuration and maintenance of wireless devices (Blackberry/Android/ Confidential )
• SAP - ERP Implementation//Roll-out Support
• Timekeeping (Kronos)
• Support of ICA Citrix based applications (setup/configuration)
• Application Distribution/Assignment (SCCM/Active Directory)
• RSA Token support (Two Factor Authentication)
• Familiarity with SAP Afaria/MobileIron Mobile Security Suite (Mobility Devices)
• Testing and Deployment of security and application patches as well as workstation drivers and firmware (WSUS and SCCM)
• Subject Matter Expert: Confidential (OSX and IOS)
• Responsible for advanced hardware/software troubleshooting and support on various OS platforms (Win 7/Win XP/OS X/VmWare).
• Used login scripts and Active Directory Group Policy to manage user environment.
• Creation and maintenance of documentation in relation to the installation, configuration and maintenance of laptops, workstations and related systems.
• Developed and maintained positive relationships with varied business practice units.

Confidential, Pontiac, Michigan

Desktop Support Analyst

Responsibilities:

• Troubleshoot and resolve traditional IT support issues
• User Administration/Group Policy Management (Active Directory)
• Build and Deployment of R&D Cells and Individual Workstations (MDT/BDD)
• Implementation and Maintenance of Workstation Anti-Virus, Malware Protection, and Encryption technologies
• Installation/Configuration of Juniper wireless access points
• Citrix application Support (Winframe)
• ServiceNow (ticketing system)
• Day to day maintenance of Plant floor workstations and production facility cells.
• Client-side troubleshooting and break/fix of all applications (200+) on Windows 7 clients.
• Hardware installation, repair and replacement.
• Created workflows and process documentation development for distribution within global research facilities.

Confidential, Ann Arbor, Michigan

Desktop Support Analyst

Responsibilities:

• Workstation, Laptop, and Wireless device support
• User trainer on departmental hardware and software
• User Administration (Active Directory)
• SSO Experience (CoSign)
• IPhone/Blackberry Configuration
• Subject Matter Expert: Mac OSX
• Responsibilities included diagnosing, configuring and resolving hardware, software and network problems for individual users
• Installation, operation, maintenance and training of users on the use of departmental computer hardware and software systems (Mac and Windows).
• Managing network based printing services, departmental websites and intranet sites.
• Account administration and management using Active Directory.
• Created procedural documentation and workflow assessments.

Confidential, Troy, Michigan

Desktop /Technical Support Analyst

Responsibilities:

• Remote desktop support/configuration
• Data Migration
• Server Maintenance (MS Server 2008/Citrix Server)
• VBS Scripting
• Asset Management (Altiris)
• Content collaboration/management ( Sharepoint 2010)
• Responsible for migrating user and office share data for enitirety of North American region across wide area network during Isaac Migration Project .
• Created and configured vbs scripts for batch data replication.
• Resolved outstanding trouble tickets in relation to users data and networked shares using Tech Excel ticketing system.
• Extensive admnistrative work using active directory.

Confidential, Detroit, Michigan

Desktop Support/Deployment Technician

Responsibilities:

• Onsite desktop/laptop troubleshooting and repair
• Asset management and recording
• Software deployment and testing
• OSX configuration and deployment lead technician
• Deployed and upgraded numerous software/applications related to Confidential «Destination Learning» web applications.
• Performed minor hardware repairs involving network connectivity and human interface usage.
• Provided exemplary customer service and received exceptional reviews from over 96 schools within DPS district.