SUMMARY:

• Over 20 years' experience in network construction and administration; PC, Desktop, Laptop, iOS Confidential mobile devices and VPN client support.
• Specializing in Microsoft, Novell and Linux support and LAN/WAN administration.
• Strong project leadership and management skills current IT Team Lead North America; previously led regional and statewide IT projects.
• Exceptional analytical, interpersonal and customer service skills: preferred technician for complex, sensitive issues and upper management; have received many accolades.
• Constantly update knowledge of new/changing technologies.

TECHNICAL SKILLS:

• Network/Desktop Support Windows Migrations XP,7,8,8.1,10 SCCM Imaging/Deployment AD /O365 Admin
• OSX, iOS, Android, Blackberry, Duo 2FA Admin Mobile Device Management PDI Admin Novell NT Citrix
• Heat Adobe CC Admin Apple, Lenovo, HP, Confidential, MSFT Surface, Pro Hardware Support Cisco/Other Routers/Switches

EXPERIENCE:

Confidential, Denver, CO

IT Team Lead

Responsibilities:

• Manage 10 - 13 IT Techs in 5 locations nationwide and Canada in a complex and multi-domain environment.
• Triage and assign tickets via Heat system for 6,000 corporate non-store users nationwide and personally handle more complex, sensitive issues, and C-level requests.
• Directed IT iintegrations related to 1,500 Pantry, 1,800 CST, 500 Holiday and other smaller store acquisitions.
• Transitioned IT systems for Cary to Raleigh Headquarters move in early 2017.
• Continuously maintain exceptionally high completed assignment count.
• Administer Adobe CC, SCCM hardware/software management, Duo, AD/O365, PDI account creations and terminations.
• Research and order computer equipment, Confidential devices and components based on specifications, quality and pricing to effectively address all user needs.
• Maintain appropriate inventory levels to ensure timely repairs, replacements, upgrades.
• Superior communication skills dealing with all levels within Confidential, vendors and licensing entities.
• Promote teamwork through open sharing of knowledge generated on the job.

Confidential, Cary, NC

PC Desktop Support

Responsibilities:

• Hired full time. Desktop/laptop computer support to all levels of headquarter personnel, C-level executives and conference room systems for Board meetings.
• Maintained an exceptionally high completed assignment count. Proactive customer service - half of all tickets generated via direct personal interaction.
• Customer focused - good listener, explained solutions in plain English, addressed all customer needs and received many user compliments.
• Met/exceeded project timelines for Windows 7 migration of Confidential Centers and field employees.
• Periodically offered suggestions for problem resolution and vendor contracts to IT and Network Operations managers.
• Troubleshoot, repair/replace, support desktop/laptop computer hardware, peripheral devices, and printers. Direct/indirect for all levels within Confidential . Active Windows XP to 7 Migration.
• Support wide variety of application and operating system software for Microsoft Windows/Office Suite, Oracle IBPM Acorde, SAS, Hyperion Essbase SmartSuite, Citrix and other application software: Internet Explorer 8, Adobe Acrobat 9, X.
• Hardware, operating system and application support; phone/VPN Client support for IOS Confidential mobile devices: iPad, iPhone 3, 4/S, BlackBerry enterprise devices; use FrontRange’s HEAT application ticketing system.
• Image and deploy Lenovo Desktops, Workstations, and Laptops: L512, T410s, T420s, W510, 520, 530.

Confidential, RTP, NC

Responsibilities:

• Image and deploy HP Elitebook 8460p, 2560p laptop, Elite 8200 Desktop PCs to business, manufacturing and laboratory environments.
• Use SCCM 2007 console for deployment and software build planning.
• Assisted Desktop Engineering to troubleshoot and refine upcoming Windows 7 migration process.
• Data backup and restoration process testing and improvement.
• Post Refresh and Desktop Support Services as needed.

Confidential, Santa Fe, NM

Sr End User Support Technologist

Responsibilities:

• Hired full time. Hardware and software support for Confidential Testing facility, including printers etc., Windows XP, Vista & 7 PC, and PSI karyotyping systems in Mac OS/9 &10.
• Assisted in creating images for rapid deployment in production environment.

Desktop Support Contract

Confidential

Responsibilities:

• Desktop support for Confidential users.
• Resolved standard and non-standard software and hardware related issues.
• Worked with other support and development groups to ensure timely resolutions of production and test environment issues.
• Created accounts for AD, LMS, ICIS, FORS and DOCS users per submitted forms.

Confidential, NC

Network & Technical Support Consultant

Responsibilities:

• Network and desktop support for Realty Title and Mortgage Co. User creation and setups for email, client configurations, installed/configured network application for real estate management.
• Hardware/software consulting for upgrades and network management for non-profit and small businesses.

Confidential, AL

HPCC Engineer

Responsibilities:

• Assisted in time and cost estimates on HPCC system installations for Confidential and proprietary Verari hardware.
• Installed and configured HPCC Clusters, Servers, Nodes and Powervault arrays, per site requirements, for government, DOD, universities and private companies.

Confidential, AL

Senior Hardware Systems Engineer

Responsibilities:

• Installed and supported remote client phones for computer hardware/operating systems related to Medical Database Practice Management software on multiple platform solutions including: MSFT 9X, NT, 2000, XP; NT 2000/2003 Server, Novell 3.12, 4.1 & 4.11, & UNIX platforms, including AIX.
• Researched, evaluated, and introduced new technologies/services to reduce costs and improve customer satisfaction.
• Designed, installed, integrated and supported networks and communication systems.
• Quality staging of computer hardware for third-party installations, including Confidential PowerEdge Series servers, Compaq/HP ML 330/350 Series and customer hardware solutions.
• Coordinated and followed-up on equipment availability for call control, problem resolution & escalation.

Confidential, Oakland, CA

System Administrator

Responsibilities:

• Lotus Notes 5.03 Client migration, PC rollout, equipment re-fresh and desktop support for all East Bay facilities. Imaged 1000+ Desktop PC’s and OS installations using DCI 2.0 image software.
• Installed and configured hardware, software, printers & other peripherals.
• Help Desk support for NT & Lotus Notes Clients using Enterprise Support System Software, including user, system management and remote installations.
• Inventory documented all hardware changes due to Lotus Notes Migration.

Confidential, San Fran, CA

Team Leader

Responsibilities:

• Managed 17 techs in all aspects of Confidential .
• Arranged access to all secure client locations, servers, applications using Confidential Squareone inventory database software.
• Conducted site surveys to assess readiness/needs for team entry and site walk-throughs to formulate efficient and timely data acquisition and entry.
• Developed client contacts to ensure full site coverage and asset allocations for departments & personnel.
• Maintained contact with Project Managers on all aspects of inventory activities.
• Submitted timely reports on asset entry, data quality & accuracy.
• Handled issues/escalations to ensure problem resolution.