SUMMARY:

• Over 15 years of progressive contributions to both a major network solutions provider and a leader in copier solutions.
• Adept with Windows platform: servers and desktops; analyze problems and enact effective solutions; IT asset management, making use of all available resources.
• Proven able to independently plan, prioritize and execute diverse, multiple tasks to consistently achieve objectives, meet deadlines and assure quality results.
• Strong work ethic; committed to personal excellence.
• Personable, articulate, and able to convey complex information in easily understood terms.
• Teach and train new hires and customers.
• Recognized for outstanding quality of work and product knowledge at Confidential .
• Recognized by supervisors with numerous awards for outstanding customer service and efficiency.

TECHNICAL PROFICIENCIES:

Operating Systems: Ms - Dos, Windows 3.1/3.11/95/98/ ME/XP/Vista, Windows NT, Windows 7/8/10 2000/2003/2008/2008/2012 R2/2016 Server and familiar with UNIX, Novell, Blackberry OS, Wyse OS, Mac OS, Window CE Barcode Scanners

Hardware Platforms: Desktops, Laptops, Workstations, Servers, PDAs, Cable Modems, Broadband Routers and Miscellaneous Peripherals. Complete physical installation of BayNetworks and Cisco Routers with some software support

Application Software: Microsoft Office 2010/2013/2016 Suites, ISA 2004, Exchange Server 2003, 2007, 2010,2013 Microsoft Outlook, SAP, Norton Utilities, Zone Alarm Pro, PC-Cillin, McAfee Products, QuickBooks, CC mail, Mas90, ACT

Additional Proficiencies: Server Virtualization via VMware VSPHERE & ESX\ESXI, HYPER-V,WSUS, LAN / WAN; Internet; Help Desk Support. Troubleshooting; Hardware and software installation; Installation of CAT 5-586A/586B, Telecommunications installation, operation and repair; PC installation, operation, and repair; Data migration; Virus and firewall protection; Reading schematics; Use of scopes and meters; Basic soldering; Technical math calculations

PROFESSIONAL EXPERIENCE:

Confidential, Glen Burnie, MD

Systems Administrator

Responsibilities:

• Completion of Microsoft Audits for Enterprise
• Manage over 500 clients thru out Enterprise
• VSphere Management/ Dell Equal Logix
• Microsoft Exchange 2013 Cluster Management of Split Cluster between Glen Burnie and Tampa FL Data Center.
• Support Sonicwall and Watchquard Firewalls. Cisco ASA
• Manage multiple Site to Site VPNS for Remote Sites Out of State. Locations are Hotels and Check - in offices. Support Net Extender and Fortinet VPN Devices
• Administration for Beach Tree Properties, Metacoastal, Travel Advantage Network, Vantage Resort Realty
• Flexential Data Center Support ( Resource Management, Patching, Outage, Escalation POC)
• Manage and Maintain AD, DNS, Superscope DHCP, WINS
• System administrator for our clients. Includes user account, server software, backup systems and other networked devices.
• P2V migration of ESXI Servers to Vsphere.
• Maintenance of 75 Physical and Virtual Servers
• Management of Mitel IP phones for our main office. IVR and call routing.
• Manage Mail via multiple Barracuda devices( Use for Spam and AV scanning)
• Clean up of Active Directory. Creation of Organization Units.
• Cleanup of failing Group Policy.
• Review of WSUS server for patch management
• Monitoring of All Devices via Spiceworks and now Kaseya.
• Perform server backups via Veeam, and Veeam Cloud, Altaro backups. Periodic Test Restores
• Managed Backups at Data Center and Patching from Flexential WSUS
• Perform local backups via mapping of drives to fileserver and Carbonite.
• Provide user support Android and IPhone
• Troubleshoot and diagnose network equipment, desktops, and laptops.

Confidential, Lanham, MD

Senior Network Engineer

Responsibilities:

• Manage and Maintain AD, DNS, DHCP, WINS
• System administrator for our clients. Includes user account, server software, backup systems and other networked devices.
• Maintenance of Physical and Virtual Servers
• Perform server backups via Backup Exec, Altaro, and Online backups
• Provide user support Android 6, IPhone 6, Blackberry
• Troubleshoot and diagnose network equipment, desktops, and laptops.
• Provided On-call support for Clients.
• Completed Projects
• Provide end-user technical support for our clients. Includes diagnosing and resolving hardware, software, networking and user created issues in break/ fix situations.
• Installation and Configuration of Windows Server 2012 R2 and Exchange 2013
• Installation and Configuration of Xirrus Wireless Access Points
• Hyper V Configuration and Management
• Provide customer training in support of new machines installs or software upgrades, and on-going training as part of systems support.
• Perform cable maintenance to include CAT 5 and CAT 6. Tone and Trace.
• Utilized Go To Assist for remote support.

Confidential, Millersville, MD

System Engineer

Responsibilities:

• System administrator for our clients. Includes user account, server software, backup systems and other networked devices. Includes performing appropriate maintenance procedures on all systems on a routine basis, in agreement with Confidential standard procedures.
• Maintenance of Physical and Virtual Servers in Colo Data Center.
• Management of Ruckus Wireless Access Points.
• Perform server backups via Backup Exec and Kaseya.
• Provide user support Blackberry, Iphone, and Android.
• Troubleshoot and diagnose network equipment, desktops, and laptops.
• Provided On-call support for Clients.
• External Network Administrator
• Provide end-user technical support for our clients. Includes diagnosing and resolving hardware, software, networking and user created issues in break/ fix situations.
• Installation and Configuration of Windows Server 2012 and Windows 2008 Servers.
• Provide customer training in support of new machines installs or software upgrades, and on-going training as part of systems support.
• Perform cable maintenance to include CAT 5 and CAT 6. Tone and Trace.
• Utilized Kaseya for helpdesk duties. Ex. Ticketing, Remote Control and Patching
• Approve of Windows patches via Kaseya and WSUS.
• Maintain backups to NAS.

Confidential, Columbia, MD

Senior Network Consultant

Responsibilities:

• Communicate with Internal and External Clients.
• Report directly to EMS manager.
• Perform preventive maintenance on 100 servers and 300 workstations via Kaseya.
• Provide technical support of Internal and External Client.
• Advanced Helpdesk support for team.
• Domain and Email Migrations. Promote/Demote Servers.
• Monitor and configure backups via Kaseya monitoring.
• Disaster Recovery via Cloud services and Backup Executive 12.
• Manage Microsoft Licensing for all clients.
• Managed multiple domains and Active Directory.
• Installation of new physical and virtual servers and workstations.
• Setup and configuration of Office 365.
• Manage and configuration of Rackspace accounts for Clients and EMS.
• Installation of Apple Wireless devices and management software.
• Provide onsite installation of Servers, Firewalls and workstations.
• Provided remote support to seven remote offices with their own Domains.
• Manage and Maintain AD, DNS, DHCP, WINS and KMS.
• Troubleshoot, Installation and Configuration of Windows 2008 and Windows 2012 Servers.
• Manage of Exchange 2007/2010 via Active Directory and Blackberry Enterprise console.

Confidential, Columbia, MD

IT Support Engineer

Responsibilities:

• Communicate with Internal and External Clients.
• Report directly to IT manager and Server Engineering Group.
• Handle daily support calls assigned via Remedy when escalated from helpdesk.
• Project Manager for Goddard Space Flight Center IT Wellness Plan.
• Provide Server / Data Center Support.
• Manage multiple remote locations. Remotely and onsite.
• Perform Inventory and Asset Management.
• Assist with ISO 9001/27001 audit compliance.
• ITIL Training.
• Secure Server via GPO and Active Directory.
• Provide Executive Care Support to President and Staff.
• Manage Dell Leases. Provide advance support and guidance to onsite Dell technicians.
• Maintain Xerox Fleet (Network Scanning, Printing) across multiple sites.
• Maintained Fourteen Conference Rooms.
• Provide advance Blackberry support.
• Provide Advanced Server Support.
• Provide process improvements for Goddard Wellness Plan.
• Data Center cleanup and shutdown. Virtualization of dated equipment.
• Management of via Vsphere.
• Processing of obsolete equipment via approved Honeywell processes.
• Escalation point for Desktop, Server and Networking support.

Confidential, Columbia, MD

Systems Administrator

Responsibilities:

• Communicate with Internal and External Clients.
• Report directly to IT Manager and Server Engineering Manager.
• Perform Windows 7 testing, deployment and assisted with SCCM package deployment.
• Manage SCCM via Configuration Manager.
• Manage and Monitor VMWare via VSphere.
• Handle daily support calls assigned via Heat when escalated from helpdesk.
• Perform Administrator duties. Includes user account, server support, backup systems and other networked devices. Includes performing appropriate maintenance procedures on all systems on a routine basis, in agreement with Confidential standard procedures.
• Maintain Data Center and all equipment.
• Monitored and manage HP MSA and ESA
• Perform Security hardening of Servers and Intrusion Prevention Appliances.
• Maintain and monitor 40 Virtual Servers and 30 Physical Servers.
• Maintain and configure Cisco VOIP phone system.
• Perform server backups via HP tapes system.
• Schedule service of environmental equipment.
• Troubleshoot and diagnose network equipment, desktops, and laptops.

Confidential, Pikesville/Columbia, MD

Field Support Services Manager

Responsibilities:

• Oversee entire support division. Directly managed two employees and contractors.
• Communicate with Internal and External Clients.
• Report directly to President of Confidential
• Work with billing department to bill properly per predefined pay schedules.
• Provide Project Management for large scale network implantations.
• Act as in in-house systems administrator for our clients. Includes user account, server software, backup systems and other networked devices. Includes performing appropriate maintenance procedures on all systems on a routine basis, in agreement with Confidential standard procedures.
• Maintain and installed Cisco IP Phone System.
• Perform server backups and maintenance.
• Provide user support for PCs and PDAs.
• Troubleshoot and diagnose network equipment, desktops, and laptops.
• Provide end-user technical support for our clients. Includes diagnosing and resolving hardware, software, networking and user created issues in break/ fix situations.
• Install and configure new computer systems including client workstations, servers, and other networked devices.
• Provide basic customer training in support of new machines installs or software upgrades, and on-going training as part of systems support.
• Perform cable maintenance to include CAT 5 and CAT 6
• Utilized Kaseya for helpdesk duties. Ex. Ticketing, Remote Control and Patching
• Install and configure Symantec Endpoint Protection
• Utilize SBS migration method for server upgrades
• Install and configure Wyse terminals via terminal server
• Act as technical liaison for our customers; interfacing with management, end users, and other vendors.
• Act as project or on-site technical lead for large scope projects.
• Engage in the sales and client development process, as directed. Includes initial visits to potential clients for network assessments.
• Report all concerns or issues either resulting from or discovered via maintenance, system checks, or alerts to my direct supervisor

Confidential, Columbia, MD

Network Support Specialist

Responsibilities:

• Act as in in-house systems administrator for our clients. Includes user account, server software, backup systems and other networked devices. Includes performing appropriate maintenance procedures on all systems on a routine basis, in agreement with STI standard procedures.
• Maintain Telcom System.
• Perform server backups and maintenance.
• Provide user support for PCs and PDAs.
• Troubleshoot and diagnose network equipment, desktops, and laptops.
• Provide end-user technical support for our clients. Includes diagnosing and resolving hardware, software, networking and user created issues in break/ fix situations.
• Install and configure new computer systems including client workstations, servers, and other networked devices.
• Provide basic customer training in support of new machines installs or software upgrades, and on-going training as part of systems support.
• Perform cable maintenance to include CAT 5 and CAT 6
• Install and configure WSUS (Windows Server Update Services)
• Install and configure Symantec Endpoint Protection
• Utilize SBS migration method for server upgrades
• Install and configure Wyse terminals via terminal server
• Act as technical liaison for our customers; interfacing with management, end users, and other vendors.
• Act as project or on-site technical lead for large scope projects.
• Engage in the sales and client development process, as directed.
• Includes initial visits to potential clients for network assessments.
• Report all concerns or issues either resulting from or discovered via maintenance, system checks, or alerts to my direct supervisor.
• Maintain documentation and communications regarding client accounts. Includes ongoing documentation updates related to hardware, software, network configurations and problem/ issues resolutions.
• Provide excellent customer service skills, with a focus on the quality of the customer experience.
• Successfully handle multiple support tickets while working independently and/or as part of a team in a fast-paced support environment.
• Research new products or services, as directed, to develop new service offerings and/or implement internally or in client locations.
• Periodically review technical journals, blogs, newsgroups, etc, to stay current on technical trends and enhance personal and corporate knowledge base.
• Bring relevant technical findings to the attention of your direct supervisor, for consideration of expansion of service offerings or improved methodologies.

Confidential, Owings Mills, MD

Technology Service Specialist

Responsibilities:

• Provided desktop support to multiple network services customers.
• Acted as backup technician for Network Services team.
• Provided on-site training to office staff and teachers. (Occurred first 6 months of employment).
• Tested, troubleshot, and repaired hardware, software, printing, and network connectivity issues for commercial and consumer clients as well as users and clients off-site.
• Installed and maintained Windows XP operating systems for diverse networks throughout the corporation.
• Installed and configured hardware peripherals including routers, switches, hubs, and printers.
• Diagnosed and repaired desktop and laptop computers from software to component-level hardware electronics. Ensure customers are provided written status reports on issues until resolution.
• Assisted in the procurement, distribution and disposal of equipment.

Confidential, Linthicum, MD

Customer Field Engineer / Computer Technician

Responsibilities:

• Provided technical services for hardware and software and many other clone computers.
• Handled third party contracts for network maintenance.
• Provided training and help desk support to customers and employees on a one to one setting or group setting.