SUMMARY:

Microsoft certified I.T. Professional with over ten years of experience, providing an advanced level of support for computer hardware/software and networking tools; imaging machines via SCCM 2012/2016, managing implementations of various installs and upgrades diverse clients, which includes state agencies, healthcare systems and higher institutions. Actively seeking a key management role to enhance my current career focus towards desktop & server administration. Overall, the career plan is to work alongside a team of dedicated individuals within a dynamic firm, that will challenge and further develop my analytical and leadership abilities. In addition, I can apply my previous and experiences towards the delivery of improving the company's IT infrastructure and carrying out routine configuration and installation of IT solutions.

SPECIALTIES:

• Sun Solaris Unix, DOS
• MAC OS
• Windows Server 2008/2012
• DNS, DHCP, TCP/IP
• Microsoft Systems Management Server (SMS)
• SCCM 2012/2016
• Norton Ghost
• SOPHOS
• GImageX
• ZeroTouch/LiteTouch
• BMC/SalesForce Remedy
• BMC Footprints
• HTML
• HEAT
• LogMeIn Rescue
• Cisco AnyConnect (VPN)
• Bitlocker
• ADManager
• Cloud Portal Service Manager
• IBM iAccess
• Citrix XenApp 11.2
• Microsoft Office & Lync 2010/2013
• Airwatch
• InfoBlox

WORK EXPERIENCE:

Systems Engineer

Confidential, IL

Responsibilities:

• Delivers 3rd level technical support to Field Services technicians, selected vendors and help desk personnel who are deploying new or troubleshooting existing hardware and software
• Supports O365 installations & user permissions within SCCM
• Uses Active Directory to add & delete users, and add devices to software groups
• Supports W7 - W10 Migration project- push out images using SCCM and support technicians through the migration
• Provides Mobile Device Management via AirWatch.
• Deploys software to approved devices via SCCM 2016
• Prepares devices for imaging via the SCCM console.
• Manages Active Directory to configure devices for software deployment and provides Bitlocker recovery solutions
• Configures, troubleshoots and deploys airline proprietary hardware to airports and facilities worldwide
• Fields incoming support requests via phone, email and remote support via Bomgar/SCCM Remote Control Viewer
• Records detailed problem and resolution data for each support request
• Provides guidance and/or to field technicians which may have little or no exposure to corporate systems
• Configures MAC reserved network devices with fixed IP address reservations via InfoBlox
• Reconfigures and resolves issues with airport proprietary hardware such as boarding pass/bag tag printers, & self-use kiosks via the SHARES AS/400 Mainframe printing software
• Specifies resolutions for field techs who experience issues imaging devices with Task Sequence 3.0.
• Entitles software to be installed contingent on profile prerequisites and departmental needs
• Resolves software installation issues within Software Center by confirming group within both Active Directory and SCCM 2016.

Desktop Support Analyst

Confidential, Oakbrook, IL

Responsibilities:

• Built images, and configures desktops/laptops pertinent to user specification and needs with SCCM 2016.
• Provided customer service to end users ensuring that they have the appropriate access, hardware or software needed to perform their daily tasks
• Actively responded and interfaced with users to troubleshoot issues post migration
• Supported client's end user technology needs through access management, asset management and the delivery of technical solutions
• Created USMT association via SCCM 2012 between devices to ensure successful backup and transfer of user data and settings. Provides support in delivering team solutions to the end user through the installation of hardware and software, as well as ensuring the proper access has been allocated for the end user
• Verified appropriate level of approval has been proven for all IT End User requests including hardware, software and access management needs
• Executed data migration of local data and profiles during the imaging of systems
• Assisted with asset management by tracking important purchase order and serial number information
• Evaluated end user needs to administrate appropriate IT solutions through requests and investigation
• Decommissioned end user technology upon terminations including removing access to systems and recovering any IT assets

Agency Support Specialist

Confidential, Morton Grove, IL

Responsibilities:

• Acted as a systems administrator to providing technical support/white glove support to C-Level executives via remote access, over the phone/Skype/email and in person, as well as to a staff of 600+ end users, domestic and international
• Provided 2nd level onsite & remote support for clients via webinar tools such as Microsoft Lync, and Join.Me
• Delivered data retrieval via user requested file restores. Provides printer support services for configuration and continuous monitoring and management
• Supported user profiles & mailboxes within O365; support post O365 migration issues
• Used VMware to troubleshoot login server issues
• Created and deployed varied software and printer packages via SCCM 2012 and the Adobe Creative Packager
• Imaged devices utilizing SCCM 2012, troubleshooting any post imaging issues
• Support included software installation, setup and configuration, and troubleshooting Windows, MAC OS, Exchange, laptops, handheld devices, desktop and phone
• Installed, supported & utilized VoIP technologies and hosted phone solutions
• Managed Active Directory to create, modify and terminate end- user accounts
• Troubleshot access and security issues and implemented workflow solution protocols
• Established a software deployment process that saved the company approximately $54,000 in costs.
• Provisioned, installed, configured, and maintained the supported agency's systems hardware and software
• Assisted in the on-boarding process of new end-users

Systems Analyst

Confidential, Chicago, IL

Responsibilities:

• Provided prompt and professional IT support services to local and remote customers by troubleshooting, analyzing, and diagnosing IT incidents and engaging appropriate technical resources to resolve them
• Supported user profiles & mailboxes within O365; support post O365 migration issues
• Actively participated in Service Desk Group meetings and provide time sensitive information when needed
• Processed support tickets in the incident management system, monitored and managed ticket queue and documented solutions using the O.T.I.S. ticketing system
• Troubleshot VPN issues and coordinated mobile wireless support for firmware devices via LogMeInTM
• Assessed, developed and maintained workflow skills to streamline team’s workload and efficiency
• Maintained database to track all firm technology and equipment assets, including desktops, notebooks and printers.
• Demonstrated the highest degree of professional standards and strict confidentiality in matters that require discretion and adhere to firm policies and procedures
• Participated in ongoing maintenance of all office PC systems, software, configuration, updates and patching to keep equipment in compliance with firm standards as needed

Level II technician

Confidential, Deerfield, IL

Responsibilities:

• Installed and configured standard software loads/images via SCCM 2012
• Assisted in desktop troubleshooting and supporting conversion requirements at select Walgreens Headquarter campuses
• Implemented varied technologies associated with conversion from XP to WIN7 for 25,000+ enterprise end users
• Migrated user devices from Windows XP to Windows 7 including USMT capture/restore.
• Installation of drivers, applications and software updates, the implementation of Bitlocker and other security protocols
• Provided white glove post-migration support to C-level executives via e-mail, phone, in person and remote support
• Managed enterprise network printer mapping, installed applications and managed a nightly deployment device management queue
• Performed post migration configurations to user’s device as needed.
• Provided to end-users in respect to hardware/software issues, or referred them to knowledge base or other resources for further explanation.
• Documented policies and procedures to achieve task goals including the backing up and restoration of user data via the USMT/migstore
• Confirmed user's network and wireless connections, migrated user profiles, e-mail, applications and OS settings using USMT tool
• Performed remediation of failed migration devices, i.e., restoration user profile and settings, and the reinstallation of required software and local/network printers, reconfiguring PC domains and the reconfiguring of wireless, VPN, and e-mail settings
• Exhibited a working knowledge of Active Directory management through account creation/deletion/restoration, password resets, the unlocking of user accounts, adding/removing users to/from respective user groups as well creating user mailboxes
• Identified and rectified potential end user and/or build inconsistencies, via effective use of adult learning techniques, user assessments, surveys and heat ticket management system

Deployment Technician

Confidential, Chicago, IL

Responsibilities:

• Setup, configured and imaged desktops using Microsoft System Center Configuration Manager (SCCM), LiteTouch
• Implemented large scale PC refresh, including but not limited to loading/unloading, transporting, staging, and imaging new machines
• Performed required software installations, configuring printer drivers, troubleshoots subsequent technical issues, while accurately logging issues and updated ticket history to document troubleshooting steps and resolution
• Installed, configured, troubleshot, and tested site infrastructure equipment, i.e., network equipment, desktops/laptops, printers, and other peripherals
• Performed data migration of local data and profiles during the imaging of systems
• Performed site surveys, asset management, and deployment of infrastructure assets to various site locations
• Identified potential issues that adversely impacted end user experience and follow- through on action steps
• Installed and configured software with the use of Microsoft Systems Management Server (SMS) using appropriate guidelines and requirements
• Actively responded and interfaced with clients to troubleshoot problems, gathered information, provided guidance, and coordinated site activities
• Accurately communicated pertinent information to enhance a beneficial work environment of all departmental personnel

Field Technician

Confidential, Chicago, IL

Responsibilities:

• Imaged and configured systems, distributes hardware, and performed software installations via SCCM 2012.
• Installed, configured and maintained personal computers, network cabling, and other related equipment, devices, and systems
• Maintained all end user hardware systems required for employee or production purposes (desktops, laptops, phones, printers, thin clients, including break/fix of desktops and laptops when required)
• Upgraded and replaced hardware devices i.e., memory, hard drive, batteries, scanners, CD-ROMs, and disk drives for desktops and laptops
• Identified and resolved a wide range of technical problems, while escalating them accordingly making the distinction between various levels of end-user problems
• Responded to daily trouble-tickets and incoming service calls with immediate hands-on investigation
• Provided end-users diagnostic reports of the technical problems with recommended solution that exceeded customer expectations
• Effectively provisioned, installed and/or configured operational and maintenance of systems hardware and software and their related infrastructures
• Participated in technical research and development to enhance and evolve the systems infrastructures
• Warranted that system hardware, operating systems, software systems, and related procedures adhere to organizational policies, standards, and best practices
• Developed, executed and evolved IT operations processes to continuously improve the performance and availability of the systems
• Utilized documentation created by client team members to resolve customer issues in a timely manner

Information Technology Instructor

Confidential, Chicago, IL

Responsibilities:

• Introduced industry perspective into courses, and the active awareness of professional/industry trends and opportunities
• Incorporated field experience and technical knowledge into learner-centered presentations emphasizing interactive, hands-on practice
• Instructed adult learners on basic computer & troubleshooting skills needed to maintain a suitable desktop environment
• Conducted hands-on lab sessions to assess learning skills of hardware installation, troubleshooting system/pc configuration
• Designed and delivered materials to meet core course competencies
• Developed entry-level and advanced curricula from basic to advanced computing topics
• Ensured learners in-depth understanding of the core concepts required for course completion and career placement