SUMMARY

Customer focused and dependable IT Professional with an outgoing personality experienced in designing, implementing, and supporting IT solutions while using best security practices to ensure the confidentiality, availability, and integrity of company data.

TECHNICAL SKILLS:

• Network Administration
• Active Directory (AD)
• Active Directory Migration Tool (ADMT)
• McAfee ePolicy Orchestrator (ePO)
• Network Security
• Secure
• Workstation Security
• Malware and virus prevention and removal
• Workstation and server patch management
• Wireshark traffic analysis
• Fiddler 2 HTTP traffic analysis
• Asset Management
• Dell Kace
• Symantec Altiris
• Symantec NetBackup
• Backup and Disaster Recovery
• IBM Tivoli Storage Manger
• VMware
• Windows 7, 8, and 8.1
• Windows Server 2000, 2003, 2008, and 2012
• Remote Desktop
• LANDESK Management Suite
• SolarWinds DameWare Mini Remote Control
• Print server management
• Junos VPN client
• Cisco VPN client
• Technical documentation
• VoIP
• TCP/IP and DNS
• TCP/UPD ports

WORK EXPERIENCE:

Confidential

Network Engineer

Responsibilities:

• Supported day - to-day IT operations at Madisonville Baptist Health campus
• Created and managed Active Directory (AD) accounts
• Audited Active Directory (AD) user accounts for proper permissions
• Worked with compliance and security department to meet HIPAA standards
• Participated in 2,000 machine replacement project
• Created documentation for software installations and IT procedures
• Worked with executives, physicians, nurses, and medical support staff
• Collaborated with technical and non-technical hospital staff to test hospital applications
• Installed and configured new server equipment
• Assisted application support team to install clinical applications on Windows 7 machines
• Used Symantec Altiris to image workstations
• Took ownership of backing up all critical Windows and Unix application servers
• Documented configuration of remote access on Mac OS and Windows 7 and 8.1 devices
• Trained and mentored hospital IT staff on new technologies

Confidential

IT Analyst

Responsibilities:

• First point of contact for all emergency IT issues
• Created and implemented end user template for all submitted Service Desk tickets
• Provided IT support for all Confidential business units in the United States
• Built rapport with Executive Directors and staff of each business unit
• Improved IT security by configuring the F-Secure anti-virus server
• Active Directory (AD) user accounts and computer object migrations to new domain
• Managed Organizational Units in Active Directory and added new user account
• Audited Active Directory (AD) user accounts for proper permissions
• Created documentation for software installations and IT procedures
• Configured laptops and Microsoft Surface Pro 2 devices for new users
• Created Microsoft Office 365 mailboxes using PowerShell script
• Achieved and exceeded 98% individual SLA on Service Desk tickets
• Increased group SLA average by 9%
• Attended business unit budget meetings
• Member of candidate interview panel
• Presented ideas for physical and network security at Confidential IT conference
• Influenced implementation of best IT security practices
• Volunteered for Student Orientation day activities

Confidential

IT Analyst LAN/WAN/SAN

Responsibilities:

• Member of the field team who launched the company
• Tested all devices and software for network conversion
• Independently managed all IT support for each Southern Illinois location
• Used soft skills to build relationships with each manger, retail employee, and engineer
• Communicated site outages and any POS application issues to corporate management
• Collaborated with service providers to resolve occasional site MPLS issues
• Provided root cause analysis of all outages
• Achieved 99.999% uptime SLA with each business unit
• Used Dell KACE to image, inventory, and deliver software to all AWCC workstations
• Individually configured each workstation for point of sale (POS) application
• Worked with vendors to audit systems and network for PCI compliance
• Encrypted the hard drives of all machines with McAfee ePolicy Orchestrator (ePO)
• Traveled to other retail markets and headquarter office as needed to provide technical support or implement new technologies
• Created and submitted change management requests before making network changes
• Volunteered for lead role on several projects
• Attended CIO’s operational and capital expense meetings

Confidential

Switch Technician

Responsibilities:

• Provided daily support to telephony switch environment
• Performed preventative maintenance and coordinated NOC support activities
• Recorded all outages and created root cause analysis reports
• Inventoried equipment received and coordinated installations
• Installed Cat-5 cables and all server equipment in data center
• Participated in 24x7 on call rotation
• Tested new phones and cellular routers before consumer release
• Member of LTE cellular network testing and implementation team

Confidential

Help Desk Analyst

Responsibilities:

• Provided end user support to ensure successful use of software and operation of medical computer systems via phone, remote tools, and email for University of Pennsylvania Hospital System.
• Received and managed 85-100 tech support calls per day
• Achieved 95% first call resolution rate
• Trained new help desk employees

Confidential

Help Desk Analyst

Responsibilities:

• Provided support to customers for IPTV, VoIP, Internet, and network settings
• Recommended security solutions based on customer need

Confidential

IT Consultant

Responsibilities:

• Provided help desk, desktop, and product testing for Unum Provident, Shaw Industries, and Arnold Air Force Base