SUMMARY

• IT specialist and Military Veteran with State Of Georgia Security Clearance. Experience in Information Systems to accomplish business results in a Pro Team Environment.
• Qualified Information Support Specialist with expertise in Desktop Support, Exchange Administration and computer maintenance.
• Possess exceptional analytical, interpersonal communications skills while working in a fast - paced environment, with assertive, productive and self-starter attitude.

TECHNICAL SKILLS

Software: Cisco Call Manager and Citrix Windows 2000 Server, Angry IP Scanner 2.21, Windows, 7 and 10, Pointsec Encryption Software, AS/400 & Mainframe MTSO Applications, Lotus Notes 4.0 - 6.0, Exchange 5 Server, Novell Client, NT Server, Outlook 2010, Microsoft Office Suites, Ms Front Page, Office XP, Office 2010, Office 365, Documentum 4.3.1, Nortel Symposium v4.0, Java Runtime, CMS, SAI, Oracle 8.17, Trend, Angry IP Paperport v 7.0, MSO Hospitals, Citrix, Star Navigator 15, Web link Hospitals, Medicare Hospitals, Affinity Client, Self-Pay CT Center, Power Term with terminal emulators, Facts Net, Netbackup 3.4.1, NetIQ DRA, Radia 3.11 Client, Radia Integration Server, Arc Serve 6.6, Seagate Backup Exec for NT v7, Application Virtualization ver 5.1, CheckPoint Endpoint Security, McAfee Safeboot Encryption, Enterprise Vault for Outlook, Bomgar, Go To Assist, SCCM rend Microsystems, Mobile Pass, Service Center, Service Now and Empirix One Sight.

Hardware: IBM Lenovo, iPad, iPod, iPhone’s, Dell Optiplex 780, Lattitude E6400 Series, E5420, M6400, M6600, and D Series Laptops, MS Surface Pro 7 Tablets, Toshiba Series Laptops, HP, Biz Hubs and Dell, Lexmark and Cannon Laser Network Printers, Blackberry Handhelds 3330, Aircards, IBM Lenovo, Netvista and T Series Laptops, Apple Computers, Compaq Proliant 3000, DL580 and 5000 Servers with Storageworks TL891 DLX Mini Library, Deskpro, Presario and M700 Series. Zebra GK420D Thermal Label Printers, Motorola LS2208 and LI2208 Scanners, Honeywell Hyperion 1300G and 3800G Scanners, Equinox L5300 Signature Pads, Cayan Genius Verifone Signature Pads, Lexmark MS 810 Printers and Epson M253A Receipt Printers.

PROFESSIONAL EXPERIENCE

Confidential - Atlanta, GA

Consultant - Systems Administrator

Responsibilities:

• Infrastructure System Administrator in related tasks which is application support to the new DOR DRIVES (Driver Record and Integrated Vehicle Enterprise System) Application statewide rollout. The new system was rolled out to several GA Motor Vehicle county offices during the testing and production stages. During the testing phase classroom setups and system support was conducted.
• My essential responsibility in this role was to provide excellent hands on customer service support to DOR Motor Vehicle clients with application, Desktop, Tablet, Printer, Scanner and Network issues before and after the rollout.
• Enterprise level troubleshooting was provided by supporting mobile clients on their Dell desktops, laptops and MS Surface Pro 7 Tablets on the LAN, wireless, and VPN connections. This also included issues with iPhones.
• Other required duties included installs of the DRIVES Sandbox Testing and Production software, GRATIS Thin Client OS, configuring devices for Windows PC’s and joining them to the network. Upgrades to the monitors, local printer and Fujitsu Scanners, mapping of printers and network shares. Troubleshooting on training issues and questions on how to use the new DRIVES system was also provided.
• Extensive and solid support for Win7 and 10, Active Directory, Okta, BitLocker Encryption Skype, One Drive and O365 suite.

Confidential - Dell, Atlanta, GA

Consultant - Client Field Technician

Responsibilities:

• Team Leader for the Desktop Support and PC Refresh on IBM Lenovo Laptops, Dell Laptops and Desktop.
• Ensures that my team conducts the refresh assignments and submits the proper paperwork after completion.
• Image workstations and laptops using corporate imaging software while following all technical guidelines.
• Software installed and troubleshooting conducted on Win7 and Win10, Office 365 and State Of Georgia proprietary software, to include White Boards.
• IMAC’s, data transfer and memory upgrades. Degaussing Wand and Blancco used to wipe data from hard drives.
• Ability to add printers, drivers and other peripherals as needed.

Confidential, Atlanta, GA

Consultant - ITSO Helpdesk Coordinator

Responsibilities:

• Posse’s professional customer service skills with the proven ability to translate technical findings.
• Provides 100% telephone support for local, remote and international customers using Windows 7 & 10 Office 365 and Office 2013 in an SLA environment.
• Experienced in fundamental troubleshooting with general networking & printer support knowledge.
• Strong support ability in MS Outlook, wireless troubleshooting, and connectivity problem solving skills. .
• Knowledge and experience with support on desktops, laptops, tablets, Smart Phones, iPhones or iOS devices, Apple/Mac, Blackberries and any new emerging technologies.
• Software experience with Active Directory, SCCM, Remote Desktop, GoTo Assist, VPN, SecurID, Internet Explorer, Chrome, Apple Safari and Adobe.
• Technical troubleshoot of Citrix, Secure Hub, Skye for Business and Smart Card/CAT card support as well as portable Smart Card Readers. Hp Manager used to track calls.

Confidential, Alpharetta, GA

Consultant - Helpdesk Coordinator

Responsibilities:

• Responsible for screening, referring and diagnosing internal or external inquiries and work requests as they relate to maintenance of personal computers and related systems . Pharmacy Rx, Pharmaserv, Pharmaserv POS, Enterprise, Enterprise POS, McKesson POS, IDM, Relay Health. Rx Edit Manager, Surescripts, Retaill.net, AR, Inventory and Billing support.
• May assist in performing minor troubleshooting in the identification of applicable problems relating to PC’s, applications software and basic information systems communications.
• A variety of software, hardware and PC operating systems such as Office 20007, 2013, Office 365, Win7, 8 and 10troubleshooting. Remote Desktop Support, SSL Login issues and Call Tracking in Support Central.
• Extensive troubleshooting of the Zebra GK420D Thermal Label Printers, Equinox L5300 Signature Pads, Cayan Genius Verifone Signature Pads, Honeywell Hyperion 1300g and 3800G Scanners, Lexmark MS 810 Printers and Epson M253A Receipt Printers .

Confidential, Sandy Springs, GA

Technical Support Representative

Responsibilities:

• LAN Desk monitoring primary responsibilities includes using Empirix One Sight for Hosed Service Systems and Internal Systems.
• Extensive monitoring is conducted on firewalls, switches, default load balancer, default misc devices, default routers and default test systems.
• Notifying the appropriate support groups and created Incident Management notifications when critical alarms are identified.
• Crises notifications and updates sent to all corporate management and the technical teams engaged in the crises.
• Daily reporting of alarms and trouble ticket managing.
• Helpdesk primarily phone/email support of internal applications supporting up to 400 plus users for security purposes.
• System and account lock outs are the primary function.
• Bomgar used to troubleshoot remote desktop hardware, software and connectivity issues.
• Supporting users with Call tracking, case management and i3 phone systems.
• Technical support of WinXP and Win7 and 8 issues is conducted, user accessibility problems to business applications and network access using Active Directory, Oracle, Mainframe, AS/400, Citrix Xen Apps, Trend Microsystems, Mobile Pass, iPad, iPhone, Air Card and network and local printer access.
• McAfee and Trend issues are also addressed.
• Tickets are handled by using Service Now.