SUMMARY:

An accomplished executive level technical support specialist with a strong background in information technology field. A proven passion for assisting clients and providing world class technical solutions, demonstrated by extreme dedication and commitment to job duties and responsibilities. Drive positive support experiences for all end - users through the extensive development of I.T. systems.

CORE COMPETENCIES INCLUDE:

• Collaborative Leadership
• Employee Engagement
• I.T. Support Solutions
• P.C. Hardware & Software
• Network Devices
• Client Relationship Building
• Process Optimization
• Installation & Configuration
• Training & Development
• Helpdesk Support Functions

PROFESSIONAL EXPERIENCE:

Confidential

SENIOR WINDOWS SYSTEMS ADMINISTRATOR

Responsibilities:

• Senior Exchange/Office 365 Engineer that provides subject matter expertise in support of Exchange, Exchange Online, and Office 365 core services. Technologies supported are as followed: Exchange 2013, Exchange Online, Office 365 tenant, OneDrive for Business, AAD Connect, Active Directory Federation Services. Intune (Conditional Access in conjunction with VMware)
• Assisted in migration of infrastructure from one convoluted cloud environment, to a newly organized model within AWS.
• Helped managed Infrastructure Support team via ticketing system utilizing ServiceNow. Responsible for creating and monitoring dashboards and alerts.
• Created new application deployments and maintaining up to date software versions through SCCM and Powershell scripts for both the Windows and Desktop Support teams. Engineer solutions to allow other System Administrators the ability to access these deployments, promoting consistent application installs across the enterprise.
• Endpoint Security Manager utilizing McAfee Endpoint Policy Orchestrator. Recently completed new migration of 600 endpoint from ePO 5.3 to 5.10. Upgrade also involved bringing the DLP current from 9.3 to DLP v11 and moving the environment from VSE 8.8 to Endpoint Security 10.6
• Maintains a fully patched and STIG-ed operating system deployment solution for Windows Server 2012 R2 and Windows 8.1.
• Designed and implemented VMware’s AirWatch MDM SAAS environment which includes a Security Email Gateway, Email Notification Service and VPN App Tunnel for secure application usage with both Android and iOS devices.
• Created user documentation for all modules of existing BYOD environment which includes FAQ to assist the End User Support Team.
• Provide Tier III/IV support for all products mentioned with exceptional customer engagement skills
• Lead engineer of ShoreTel and Polycom VOIP deployment project which included providing 450 VOIP phones and packaging the softphone application for the user environment. Created user documentation and reference guides for users.
• Manage mid-level administrators
• Vendor liaison for 3rd party application support

Confidential, Laurel, Maryland

SENIOR I.T. SUPPORT ANALYST

Responsibilities:

• Team lead of the Windows 7 deployment team consisting of 7 I.T. team members. Successfully replace 1,400 devices, increasing productivity and capacity.
• Maintained Microsoft SCCM 2012 software packaging and support for Front and Back office applications running on client systems. Designed and maintained Windows images.
• Member of the BMC Remedy Implementation team involving configuration of ticketing system, user training, and reporting
• Provide world class customer service and support to end users which includes the installation and troubleshooting of I.T. equipment. Reduce helpdesk tickets drastically.
• Collaboratively lead a large team of support analysts by providing coaching, mentoring and training to further their job skills and proficiencies.

Confidential, Upper Marlboro, Maryland

LEAD SYSTEMS ADMINISTRATOR

Responsibilities:

• Championed the directed desktop refresh project, collaboratively managing a team of 4 systems administrators.
• Successfully replaced over 700 devices on time to support the wide scale upgrade of all I.T. equipment and software throughout the entire company.
• Ensured the highest availability of mail servers for management on local and mobile devices. Updated Blackberry servers in multiple locations to increase coverage of service.
• Routinely monitored and gathered data for all servers. Diagnosed problems to quickly resolve them and avoid escalated downtime incidents. Reduced critical failures.
• Established and installed user accounts, software and other necessary applications. Provided in-depth training to end-users to ensure they were making the most of all hardware and software available.

Confidential, New Castle, Delaware

SENIOR SYSTEMS ENGINEER

Responsibilities:

• Met with mid-level engineers and clients weekly to review the status of current projects.
• Communicated openly to maintain a high level of transparency with internal and external teams.
• Supervised, trained and coached 6 mid-level engineers and interns. Provided them with the tools and resources necessary to exceed in their individual functions within the project.
• Established a network of user accounts, desktop environments and domains utilizing Active Directory. Streamlined the process for integrating new users in to the network.
• Configured and maintained Hyper-V environments, ISA servers and Sonicwall hardware. Optimized the speed and efficiency of all devices connected to the network.

Confidential, Milford, Delaware

NETWORK ADMINISTRATOR

Responsibilities:

• Actively managed the LAN/WAN to identify desktop and network issues.
• Proactively searched for weak areas in the overall network and acted quickly to implement fixes.
• Educated all end-users on new software and hardware installed at their work station.
• Successfully championed a migration from Lotus Notes to a Microsoft Exchange 2007 environment for 450 users. Flawlessly integrated all end-users to the new server environment.
• Deployed problem solving techniques and discovered corrective actions to fix network and security issues. Mitigated risk through the early detection of security issues.
• Backed up and maintained all critical and key network systems. Established a frequency for the back-ups based on the requirements of the end-users.