OBJECTIVE:

To secure a desktop support, network administration or Network engineering related position with a growing organization where my Confidential certification, technical aptitude and problem solving ability will enhance technical support and benefit operational efficiencies.

CAREER SUMMARY:

• Offering a diverse background in computer repair and upgrading along with recent Confidential training and certification, currently seeking full time employment in a desktop support, network administration, or related position. Accompanied by a professional work ethic, strong attention to detail, and an ability to produce top quality results in deadline driven environments, actively pursuing a career upgrade.
• I have a lot of experience in Desktop Support building computers and 1st level Networking adding computers to domains and going to my network shared drives and installing programs that the client might need. I have very detailed experience with Windows 2000 Server and building servers and loading them.
• I have a wealth of knowledge for over 5 years of TCP/IP Active directory, Dynamic Host Configuration Protocol, Domain Name Resolution.
• I own and run my own business where I do hardware and software support as well and build custom built pc’s from the ground up.
• I have relationships with 2 hardware venders and 2 software venders where I can purchase anything from motherboards to servers to routers.
• I Network home offices and small business as well as troubleshoot them as well. I am an expert on security since I have been doing this for over 2 years.
• I have developed strategies for firewalls, anti spy ware and pop up stopping in the networks I have built and support.
• I was one of the first desktop support people in Delaware 2 years ago to support install and configure DSL broadband Modems when Confidential decided to finally market the service.
• I currently since obtaining my Confidential certifications have become a beta tester for Windows operating systems

TECHNICAL SKILLS:

Confidential Windows 95 Version A & B, 98 1st and 2nd Editions, 2000 Pro/Server/XP/Windows Vista/Windows 7/Windows 8/8.1 installation and configuration, Active Directory administration and design, DNS, DHCP, Routing, Remote Access, TCP/IP and troubleshooting network connectivity, Windows 2000 Network Infrastructure, Windows 2000/2003/2008 R2/2012 R2/2016 Directory Services, Windows 2000 Network Environment, Windows 2000/2003/2008 R2 /2012 R2, Directory Services Infrastructure, Windows 2000/2003/2008 R2/ 2012 R2/2016. Confidential Exchange Server 2007/2010/2013/2016 , Network Security, RHEL Red Hat Enterprise Linux installation and configuration, application installation and configuration, Network interface troubleshooting and configuration, Solaris UNIX installation and configuration, troubleshooting and network configuration, routing, remote access, LAN/WAN, Ethernet, Token ring, routers, switches, hubs, network cabling, firewall, fault tolerance, network security, RAM, CD ROMs, Hard drives, Basic Network security, server administration and network protocols.

EMPLOYMENT HISTORY

Confidential

Office 365 Engineer, Newark, Delaware

Responsibilities:

• Working directly for Confidential for Confidential who is a global company specializing in perform email migrations and Active Directory migrations for companies worldwide I perform a dual role as a Confidential FastTrack Project Manager and Confidential FastTrack Engineer. I Work with major companies across the globe in different time zones to assist their CIO’s and Directors of server and network technologies as their Confidential Expert advisor to move from there on premises Confidential Exchange, Confidential Skype for Business, SharePoint, OneDrive for business and migrate to the cloud Exchange Online, Skype for Business Online, SharePoint Online, OneDrive Online, Yammer, Teams, EMS, Confidential Intune, Azure Active Directory Premium
• I perform detail network assessments of company’s current infrastructure environments using tools like the Confidential HRC Check (Health Readiness Check) from Confidential to make sure there active directory forest functional levels and network speeds are up to the specifications to move up to the Cloud and advise them of what needs to be upgraded or installed and provide them with the Confidential Expert guidance and documentation in order to move their existing Active Directory infrastructure and Exchange infrastructure environments to the cloud to Exchange Online and Azure Active Directory. I also provide companies with the Office 365 URL and IP address information to let their Network engineers allow certain IP Address’s and URL’s that are essential for Office 365.
• I instruct companies on how to synchronize their on premise Active Directory to Confidential ’s Azure Active Directory as well as ADFS (Active Directory Federation Services) using pass through authentication and directory write back and Single Sign On using tools like Confidential ’s ID Fix to run on there on premises Active Directory and identify any active directory errors they may have such as illegal characters, duplicate names and .local domains that would cause them problems when they synchronize their active directory to Confidential ’s’ Azure Active Directory in the cloud and remediating those errors they find. Once those errors are indentified I schedule and hold meetings with the director’s of the server and network infrastructure team and help them remediate those errors. Once we have a clean on premise Active directory I then hold a working meeting with the customer where we install Confidential ’s Azure Active Directory Connect (AADConnect) and synchronize either their entire AD infrastructure to Confidential ’s cloud or granular organization units identified as test scenario’s so we can move the local users to the cloud and begin activation of the user’s licenses
• Once AAD Sync is completed I then begin the process of assisting the user in deploying Exchange Hybrid in order to do a staged email migration into the Confidential Cloud Exchange Online Environment.
• Once the Exchange Hybrid environment is setup I then engage the Confidential Velocity email migration team and hold a meeting with the customer and the velocity migration manager where I explain the email migration process and explain the time scheduling of the migration as well as show them how to develop migration batches of users to be migrated on different days. I then setup a SharePoint Online collaboration site in the customer’s environment using Confidential ’s Powershell adding the appropriate users and accounts from all teams so that the customer, myself and the velocity email migration manager can communicate and upload the migration lists of customers mailboxes.
• I attend multiple training’s from directly Confidential when new technologies and updates are released.
• Conduct a Confidential Success Plan workshop for the business case as well as user adoption. I am able to run usage reports on the users services in the their Cloud on the Confidential FastTrack Orchestration Portal Confidential ’s Power BI to see a company’s end user usage and help develop a plan for them drive end user adoption.
• Since I work for Confidential as well we are the Confidential global company of choice to perform Lotus Notes Domino to Confidential Exchange Online Migrations.

Confidential

Level Desktop Engineer

Responsibilities:

• Imaging Desktops and Laptops with Confidential System Center Configuration Manager 2007 and 2012 to install and uninstall software on user’s machines.
• Utilize Servicenow ticketing system to monitor all break fix tickets and new software installation requests. Utilize HP Asset manager to track all assets.
• Responsibilities include being a member of the Hardware Procurement team where I meet with users analyze their needs reach out to venders and get quotes from third party venders on hardware and create a Oracle PeopleSoft requisition for submittal to the procurement team and track orders as they come in for new PC Hardware, Ipads, Android tablets and Apple computer hardware for the entire company.
• I am responsible for purchasing all hardware equipment for the company including Desktop PC’s, Laptop PC’s monitors, printers and adding them to inventory and into our storage area..
• Utilize Maas360 to enroll client’s mobile devices in for security and remote monitoring when deploying devices to users.
• Responsibilities include receiving all computer equipment which includes new mobile devices IE iPhones, Samsung Galaxy S5’s S6’s and all Desktop and Laptop computers, monitors and printers into HP Asset Manager Software system to track and deploy to end users.
• Attend technology Roadmap meetings with HP on new computers and end of life machines and printers.
• Work with the software procurement team to install applications on PC's that need software and remove selected software on targeted machines to make sure we are in compliance.
• Work with Distributed Desktop team to coordinate shipping of images to third party vender in order to image our newly purchased Next Generation Laptops and Desktop computers as well and coordinate evaluation computer equipment from the manufacturer for certification testing.
• Project manage and Coordinate and order all Work at home nurse Wyse thin clients and Desktop - Laptop computer equipment and plan courier delivery to customers homes and assign technicians to complete the installation.
• Participated in a 7500 machine upgrade from Confidential Windows XP to Confidential Windows 7
• Analyze and run reports on machines to determine what issues might be present using System Center Configuration manager and the client center tool.
• Work with HP to evaluate all new desktop, laptop and printer hardware to work in our environment.
• Utilize Active directory to create PC accounts and assign the right group policy permissions to computers.
• Provide support to 4 building locations, 1901 Market Street, 1500 Spring Garden and 1701 Market Street, Amerihealth Administrators in Horsham Pa and Amerihealth Administrators in Fort Washington PA and Amerihealth New Jersey located Cranbury New Jersey.
• Installation and support of Cisco VPN client and the new Cisco Anyconnect for remote pc connections as well as using Symantec Endpoint Encryption on Windows XP machines and Confidential Bit locker on Windows 7 Enterprise machines.
• Troubleshooting of both wired and wireless network connections onsite.
• Troubleshoot an VMware environment for onsite and offshore users.
• Support Citrix remove access solutions.
• Participate in Disaster Recovery activities with other teams.

Confidential

Global Desktop / Network Engineer, Exton, PA

Responsibilities:

• Imaging and Packaging Applications for machines.
• Administer a VMware virtual machine environment for production and UAT desktops. Responsibilities include rebooting non responsive machines, increasing hard drive space and memory. Building Virtual machines with exact specifications and deleting machines that have been scheduled for removal. Utilize Virtual machines for application testing and troubleshooting for non functioning applications.
• Member of the Software Administration and licensing team approving or denying software licenses and maintaining a user registered database of new registered software installs and software for users that have recently left the company to capture the license.
• Confidential EAS Exchange support of mobile devices through Powershell
• Administer Confidential Forefront Endpoint Protection (FOPE) to blacklist suspicious domains and whitelist trusted business domains.
• Setup and administration of Transport Layer Security TLS between companies.
• Utilize Confidential Systems Management Server (SMS) to analyze and run reports on current software on newly imaged computers and in a global network environment.
• Utilize Confidential ’s System Center Configuration Manager (SCCM) to analyze machines and software patches as well as machines registered to a particular user in Confidential ’s Active Directory. Troubleshoot machines that are not functioning properly by analyzing the software patches by generating a report on particular machines. Imaging machines and deploying software to them using configuration manager console. Troubleshooting software installation by utilizing the client center tool to analyze the WMI and check the client center cache folder.
• Analyze and troubleshoot Cisco’s Meeting place server to schedule conference room booking through Confidential Exchange 2007-2010 Calendar
• Install and Configure Cisco Network Access Client (NAC) on user’s machines.
• Install and configure Websense for corporate secure solutions. .
• Utilize Confidential ’s Active Directory to look up users on multiple domains to check the status of their account and their network home directories.
• Imaging and adding machines to the domain.
• Utilize Confidential ’s Active Directory to lookup users, accounts and computers to troubleshoot problems.
• Administer Efax electronic faxing server for users.
• Administer Accellion large File transfer server solution.
• Trouble Confidential Office communicator and Confidential Lync 2010.
• Administer Pointsec encryption / decryption network share. Confirm Pointsec encryption has been copied to the network share after a user’s hard drive has been encrypted. Provide encryption file for level 2 Desk side support people who are attempting to recover a bad or corrupt hard drive.
• Administer Cisco room wizards for conference room booking and interface with Confidential Outlook.
• Support and troubleshoot Cisco’s Meeting place server and client for Confidential Outlook 2007.
• Working in a global environment in multiple locations such as United States, United Kingdom, Australia, Germany, Switzerland, China, Paris France. India and Mexico.
• Utilize CA Unicenter Ticketing system for management of issues and changes.
• Provide global Level 3 support to Desk side support persons all over the world.
• Participate in a weekly Global Desktop engineering conference call discussing current and upcoming issues.

Confidential

Data Center Manager / Data Center Engineer, Wilmington, Delaware

Responsibilities:

• Responsibilities include all data center operations management for Confidential, the largest asset manager in the world with over 3.4 trillion dollars under management 5000 square foot data center in Delaware.
• Central point of contact for Telecom, Storage, Network, UNIX, Windows, Facilities, and Building Engineering departments in all manners related to Data Center. Actively monitor and maintain power, space, and cooling metrics for Data Centers. Coordinate equipment installs and retires with project managers and various technology groups. Perform necessary calculations, plan out, and oversee all equipment installations and forklifts within guidelines of change management policy. Serve in project management role for multitude of Data. Play active role in design, construction, infrastructure cabling, and equipment installs of new Data Centers. Create and maintain detailed rack elevations for Data Center. Coordinate and oversee any maintenance, changes, or additions to the infrastructure of Data Centers. T1, DS3, and POTS line extension and termination from carrier hand-off into necessary devices that reside in the Data Centers. Perform installation and maintenance of server, router, and switch components as is necessitated. Conduct Data Center tours for potential clients. Maintain all required storage inventory of power strips and cables, server racks, patch panels, wire management, copper cabling, fiber jumpers, floor tiles, labeling devices, and various server equipment. Oversee all manner of copper, fiber, and power cabling, labeling, dressing, trace-outs, and mining as necessitated. Maintain all integrated data frames and equipment storage areas. Oversee degaussing and vendor disposal of outdated media.
• Carry a Blackberry and participate in a 24/7 on call rotation to respond to any server/router/switch or device outage.
• Attend a weekly data center team meeting hosted by my manager in New York and the other Confidential data center managers located in Princeton New Jersey, New York City, New York, Needham Massachusetts, San Francisco, California, London England, Tokyo Japan, Edinburgh Scotland to plan coordinate and discuss the future work across the globe.
• Perform diagnosis and troubleshooting on Sun Microsystems Solaris UNIX V210 server and Sun Microsystems Solaris UNIX V440 model. Replacing system boards, processors, memory, power supplies. Maintain an inventory of onsite parts for the Sun V210 and get request quotes from venders and place purchase orders when the onsite parts are low.
• Monitor the ticket queue using the Heat ticketing system and HP Openview for new requests.
• Perform vender chaperones for technicians doing work onsite. Assisting them in locating the proper device and giving them the details of the issue.
• Main onsite contact for equipment delivery, server delivery, router delivery, switch delivery as well as vender equipment delivery for future installations.
• Responsible for daily tape backup ejects and prepare them for pick up with our offsite storage company. Receive daily afternoon delivery offsite tapes from our offsite Storage Company and insert them and logon to the Solaris UNIX server and execute the proper commands to import them into the ADIC tape library. Engaged by the storage team to perform emergency tape restores as well.
• Maintain an inventory of Category 6 copper cabling and single mode and multi mode fiber optic cabling SC - SC, LC - SC, and request quotes from our venders and place a purchase order and reorder when necessary.
• Participated in the Confidential - Barclays Global Investments merger in 2009 which included installing, running copper cabling and fiber cabling for one of the very few Solaris Sun Microsystems M9000 servers in Delaware. Installed, ran copper and fiber cabling for 5 Solaris Sun Microsystems M4000’s and 2 Solaris UNIX Sun Microsystems M5000 servers as well.
• Installed Cisco series 7000 routers, Cisco 6513 and 6509 switches. Performed emergency repair of Cisco 6513 backplanes uninstalling the blade modules and supervisor modules and kept them in order and installed them in order to bring the network up and keeping the switch port configurations. Installed Cisco 1841 Routers and extended T1 connections to it from the carrier handoff closet.
• Received emergency Cisco 6513 and Cisco 6509 backplanes from vender and coordinated the return shipping of the failed backplane.
• Replaced Cisco 6513 blades that had failed and labeled and connected existing network connections to the new blade and tested.
• Installed and cabled F5 Load balancers and maintained documentation of the network connections.
• Installed and setup Blue Coat Proxy servers.
• Performed switch upgrades where I relocated servers that were on 100 MB switchblade modules to 1 GB switchblade modules documented and tested connections with Windows, Unix, and Telecom teams.
• Installed and cabled and configured 8 Cisco Call managers.
• Participate in Disaster Recovery activities with other teams.

Confidential

Network Engineer/Server Engineer/Data Center Engineer, Newark, DE

Responsibilities:

• Contracting through Decision one who is responsible for all Data Center onsite support for Computer Sciences Company.
• Working in a Tier 3 Datacenter with a 99.98 % uptime in the company’s premier United States 78,400 square foot 2 floor Datacenter housing 15,000 servers.
• Responsibilities include all racking and installations and de installations and cabling of servers.
• Troubleshooting downed servers and malfunctioning servers at customers request by joining conference calls with customers and engineers in all parts of the country and the world. Taking direction from the customer on phone to enter commands and perform functions to restore availability of the servers and devices. Brought Solaris Unix V880 servers to single user mode and ran file system check to repair and bring up the server and restore it to operation.
• Working with Confidential Windows 2000 Server Standard, Enterprise, Datacenter Edition, Windows 2003 Server Standard, Enterprise, Data Center Edition, Windows 2008 Server, Solaris UNIX 9, 10, Red Hat Linux Enterprise, . Apache, Sun Sparc Unix.
• Working on a daily basis with every major server manufacturer including HP Proliant, DL 380 G1, G2, G3. G4. G5, HP Proliant DL 385 G1, G2, G3, G4. G5, HP Proliant DL 580, G1, G2, G3, G4, G5, HP Proliant DL 585 G1, G2, G3, G4, G5, Dell Poweredge 2800, 2950, 6650, 2650 and the new R900 and R600 Series, IBM E Series x345, x365, x3350, x3650, x3850, IBM Blade servers, Sun Sparc Enterprise M8000 series, M4000 series, M5000 series, VF440 and VF880.
• Responsibilities include IMAC changes to servers such as installing a new RAID controller card. Installing an Emulex Host Bus Adaptor fiber optic card. Installing a new hard drive, memory in the correct bank, processor, I/O riser card, Power Backplane.
• Joined and participated in bridge calls for special projects like failover testing for 2 Sun Enterprise Sun Solaris UNIX M8000 servers and pulling the production cables when directed by the Engineer and having the customer monitor the software for the desired failover effect. Replacing all cables in their correct RJ 45 jacks and Fiber optic cables when testing is complete.
• Some of the customers in Confidential ’s Datacenter that I work with on a daily basis are DuPont Americas East, Motorola, ETS (The people that do the SAT testing) Invista, Freescale, Shell Oil, The Federal Government, The IRS, University of Pennsylvania Health System, Blue Cross Blue Shield, The Red Cross..
• We maintain a parts inventory for our critical servers at our customer’s request. These parts include spare RAID controller cards for their highly critical servers, memory, motherboards, NICs. HBA’s, Harddrives.
• We are responsible for Security escorts of venders who are doing work onsite. I assist them in locating the server or device in the datacenter since I am an expert in navigating the entire data center and know where every server and device is located.
• We work 12.5 hour shifts and are onsite 24 x 7. We also do weekly walkthrough inspections where we record any error lights or error messages and then email a list to our clients for proactive repair.

Confidential

Network Engineer, Network Administrator, Delaware

Responsibilities:

• Contracting through Open Systems Technologies for their Client Confidential
• Working in 2, Tier 4 Datacenters in Delaware (4 total), The primary Datacenter I worked at had 2 pods that were 45,000 Square feet each totaling 90,000 square feet at a cost of 6 Billion dollars to build. The 2nd Tier 4 datacenter was a mirror of the first one with 90,000 square feet of pod space in the data center area also.
• Working with HP Proliant servers DL 380, DL 580, DL 580. DL 585, worked with Dell PowerEdge 2950 Servers, Sun VX440, VX480, I worked with Cisco 6509 switches as well as 6513 switches, Brocade Silkworm Fiber Optic Switches. Worked with Hitachi and Fujitsu Equipment as well.
• Responsible for getting the correct work request for and going to our Logistics department and verifying and signing out the proper server or servers. We would then take the server to our Pre Production area and take it apart to document all the hardware in the server for the client. Items such as Memory the amount the speed the location and slot it was populated on the motherboard. I would also retrieve the amount of hard drives the size, the interface type, SAS, SCSI, IDE Etc… the Model number and Serial Number and which bay they were in. I would then remove the riser cards and get the amount of external Network Cards in the server, the slot they were located in and the MAC address of each card. I would then record the number of onboard Network Cards including the ILO (Integrated Lights Out Interface) and which slots that populated. Once I retrieved all the information from the server I would reassemble it and fill out the information in our PIC (Post Installation Checklist) this is a service for our customers so they could follow all of their equipment at anytime.
• Responsibilities include locating the proper cabinet in the proper Pod in the datacenter Racking and Stacking of Servers in the correct Unit in the cabinet.
• Engineering a path through the infrastructure and selecting the blade and port of the designated destination switch documenting it. Using the standards for Confidential to Cable and Label the copper connections to the servers in a neat manner. Once the copper cabling was completed I would then patch the fiber optic cabling to the correct patch output and the connect the fiber optic to from the brocade silkworm switch to the patch at the switch side and go to the fiber optic core and connect both of the connections where they came out. I would then record the cable path for the PIC ( Post Installation Checklist )
• Configuring the RAID array selected by the customer.
• Building the correct operations system as the customer requested whether it be Windows 2000 Standard or Enterprise 32 bit, 64 bit, Windows 2003 Standard or Enterprise 32 bit or 64 bit Red Hat Enterprise Linux and Solaris Unix and loading all the Applications on it. I would then configure the Production IP address with the Statically configured IP’s as well and that ESF’s (Enterprise Server Farm) default gateway, DNS address, Alternative DNS address, Primary WINS address and Secondary.
• Working with venders to resolve issues that arise. Venders included HP, SUN, EMC, Dell, Cisco, and Brocade. Escorting venders in the data center that had not received our Critical Environment Training
• As an Engineer I was in charge of the building for my 12.5 hour shift. If a vender wanted to get access to the building he would buzz security and give them an ECM (Enterprise Change Management) number or a valid Peregrine Service ticket number I would verify that the ECM or Peregrine Service Center ticket number was valid and let them enter to meet with me about the work they were going to perform. If either of the tickets numbers were not valid I would have to deny them access to the site.
• I was responsible for receiving the after hours parts for tickets and signing them into Confidential (Enterprise Data Storage area.) and giving them to the venders when they come onsite to work on a ticket or enterprise change management.
• Performing 2nd Level Desktop Engineering Support Utilizing Remedy Call Tracking software and SAP GUI for Banctec’s line of business.
• Sent for training through Dell to become a Dell Certified Systems Expert ( Confidential ) on Dell Laptops and Desktop Computers which included Dell Latitude D400, D420, D600, D620, Dell Dimension Desktops,. Dell Vostro, Dell XPS systems, and every other Dell pc that was ever made up to 12-2007. I have 17 certifications to date.
• Servicing the entire business for DuPont which included over 9,900 users in Delaware and 1,000 users in the New Jersey area which included the Dupont Experimental Station, Chestnut Run Plaza, Barley Mill Plaza, Edgemoor Production Facility, Chambersworks Production Plant, Dupont Corporate office in Wilmington, DuPont Country Club, Dupont Stine Haskell Research Center, Chambersworks Facility is on the Department of homeland security’s list of dangerous sites for terrorism and requires a high security environment. It requires a special form of training just to be able to work on the site.
• One of my primary assignments was the esteemed DuPont Experimental Station which holds the highest level of PhD’s in the country. They are responsible for all of DuPont’s discoveries and patents. Some of the discoveries made there include Nylon, Teflon, Tyvek, Nomex, Kevlar. When an engineer has a problem with their computer it is my responsibility to fix his computer but to back up Gigabytes of critical data there as they are working on experiments that potentially are worth billions of dollars. I service executives who run the entire site as well.
• I also was part of a 2 person team taking care of Dupont Chambers Works a 1400 Square acre facility that actually produces all the chemicals the Experimental Station is responsible for researching and developing. This poses a unique challenge because it is a 24/7 3 shift operation.
• I was responsible for imaging and packaging the applications with Altiris as well as installing the applications from a network share. I was responsible for troubleshooting all the applications as needed. Software applications included Lotus Notes 7.0, Aventail remote connection software, SAP, Odyssey Wireless Client for wireless authentication, Blackberry and Blackberry Desktop Manager, Symantec Protection Agent Firewall, Symantec Corporate Antivirus, Integrity 6 Firewall, Reflections Mainframe emulator, Confidential Office 2003 Standard and Professional, Confidential Visio Standard and Professional, Confidential Project 2003, Encryption Plus for Hard Drive, AOL Instant Messenger,
• I am responsible for ordering the part from Round Rock, Texas from Dell after diagnosing hardware problems up to and including replacing the entire motherboard on Laptops and Desktops which is basically rebuilding the whole machine.
• I was responsible for multiple lines of business which included the Dupont Legal Department, Dupont Chemical Solutions Engineering, Dupont Department of Defense Contracting, Dupont Testing Facility, Dupont Graphics, Dupont Performance Coatings, Kevlar, Nomex, Tyvek,

Confidential, Newark, Delaware

Network Administrator/2 nd Level Desktop Engineer

Responsibilities:

• Contracting through Strategic Staffing Solutions for CGI for their client Airliquide
• Engineered the network in a new building from the ground up with new hardware
• Installed a Cisco 3800 series router in the main data closet racks as well as a Cisco Catalyst 6509-E core switch
• Oversaw the installation of 6 T-1 lines by Confidential as well as the electricians installing the power to our 3 data frame closets to our main data rack and then terminated each fiber connection to the main Cisco core switch. I also helped oversee the installation of CAT6 cabling throughout the building through our vender
• I installed 6 subsequent Cisco switches in each of the 2 IDF data closets in their racks.
• Worked to make every network port in the building active on our switches and document every switch and port and jack that were active and reported the information to the main network infrastructure team in Houston Texas. I knew down to the port switch and jack what was going on in the network. I managed the entire building’s IT infrastructure.
• Imaged and installed a Dell Poweredge 2950 Server with Windows 2003 Server
• Installed a Dell Powervault automated tape backup system
• Created Shared home directories and business specific shared directories in Active Directory for users and security groups
• Checked users accounts in Active Directory to troubleshoot account issues
• Installed a Cisco wireless network with Cisco Aironet Wireless access points using PEAP and WEP encryption on the local pc’s configuration interface
• Worked with Confidential Exchange 5.5 and Exchange 2003 and Confidential Outlook to configure email for client accounts
• Made sure all desktop pc’s and laptops and servers had the proper patches as well as making sure the latest version of our Symantec Client Security corporate was installed as well as making sure the latest virus definitions were deployed on the workstations. I monitored the network with GFI Languard Network security scanner to monitor unusual activity and to find out what service patches were running on systems
• I was responsible for purchasing all the desktops and laptops for users as well as building and imaging them utilizing Symantec Ghost
• Responsible to securing all desktop and laptop PC’s in a locked room and deploying them when a new employee needed.
• Performed day to day Network Telephony and Desktop support through the Remedy ticketing system
• Worked in a clean room environment dressed in a clean suit to install configure and troubleshoot computers and Voice over IP telephones.
• Supported 6 lines of business with the premier research and development facility for Airliquide in North America. The combustion control research group - the liquid oxygen research group for medical grade oxygen - the hydrogen fuel cell group - the food group for quick freeze technology with liquid nitrogen

Confidential, Newark, Delaware

Service Desk Analyst

Responsibilities:

• Performing 100% telephone support in the largest helpdesk in the world handling over 4.5 million calls per year and 8000 calls per month.
• Utilizing Peregrine Service center to take calls and create tickets.
• Performing password resets and account unlocks for Confidential Windows NT, Windows 2000 and 2003 Active Directory, Novell One Desk account unlocks and password resets through terminal services. Utilizing Novell Console One and Netware admin to locate the proper context and tree and server for clients calling in from all fifty states including British Columbia and Canada. Advising clients on how to synchronize there passwords for multiple domains.
• Performing password resets for Lotus Notes, web mail, Sametime instant messenger,
• Performing password resets and account unlocks in the Gateway Supersession Mainframe in 30 regions as well as Tsys Prod and UAT in 25 regions. Handling AS400 US and UK password resets and account unlocks in over 60 different servers as well as determining what server the client is logging into from information provided by the client. Performing account un revoke and password resets in Magnum mainframe and DEC VAX mainframes in 50 different regions.
• Performing Remote Access VPN troubleshooting for clients in all 50 states as well as UK, Mumbai India, and other locations around the world. Logging into the server with my administrative account to perform VPN pin code resets and synchronizing the key fob with the remote access server. Editing lost status of key fobs for managers and employees who work at home as well as on the road. Troubleshooting DSL or Cable modem issues for Employees as well as restoring connectivity.
• Performing account unlocks on the Zurich One Life insurance tree in Novell.
• Attending extensive training through Confidential and Confidential .
• Remotely logging into the clients’ computers utilizing LAN Desk as needed to solve problems.
• Doing Desktop support over the phone. Troubleshooting printing problems. Troubleshooting IP Connectivity.
• I am also in the Lotus Notes Queue and I troubleshoot and issues that may come up with Lotus Notes. I handle issues like looking up what mail server a client may be on and remove the old database from the client’s workspace and adding the new mail database to the client’ s workspace and browsing to the correct folder and file that client’s mail file may be on. I troubleshoot out of office error messages. I advise clients on the size limit of outgoing email and the size of the total inbox.
• I am in the Desktop Hardware and software Queue where I trouble shoot general software application problems. I troubleshoot Network and local printer issues and reconnect and reconfigure as necessary.
• I am in the Mainframe, Midrange and Unix Queue where I handle any issues that come up with these systems. Issues such as lack of connectivity or application not working. I research what server is having the problem or outage lookup that server with our Emmis tool and find the assignee group. I then take that group and put it into our Prodcall tool where I find out which people are on 24/7 support and contact the person by page or phone if necessary.
• The most important Queue P-1 which I am a member of handles issues of a great financial loss or user impact. There are 3 areas of P-1 which stands for Priority one, P-1 Severity 3, P-1 Severity 2, P-1 Severity 1 which is the highest. The lowest of these impacts are Severity 3 which is anything over a $50.000 loss and hour to Severity 2 which is over $100.000 to $ 250.000 loss an hour to the Priority 1 which is a loss of over $ 500.000 loss an hour and or impacting over a 100 + people and hour. We have Locations on 245 Park Avenue New York and 270 Wall Street New York and these Lines of businesses are Asset and Wealth management and Investment Banking which handle Billions of dollars a day. Some of the other issues are the many huge data centers we have across the country that could be experiencing outages of servers that need to have the exact server looked up and exact assignee group assigned and the ticket be created and notated impeccably to ensure the technicians get the ticket in a timely manner so they can fix the issue affecting our customers. I consider myself like a doctor because I am the first line of defense for major outages and issues and I have to determine severity in a moments notice and triage what issues we receive. This queue requires intense training and education. We get training on a weekly basis to learn of new servers or data centers we support and the proper assignee group to assign the tickets too and procedure to follow.