REMOTE TECHNICAL SUPPORT Resume

SUMMARY

Highly professional, strongly committed individual with over 20 years of hands - on experience in providing superior technical knowledge to perform in multiple roles simultaneously while efficiently meeting company goals and objectives.
Previous technical fields range from RF (3 kHz to 300GHz) electronic testing and repair to IT Specialist.
I have excellent written and verbal communication skills and able to effectively troubleshoot and resolve issues effectively.

TECHNICAL SKILLS

Repair, install, uninstall, re-install, T/S, upgrade, move, configure, clean, format, run, swap, label, ship, download, survey sites, remove viruses, point of sale systems, registers, router, switches, servers, hubs, printers, cabling, PBX, software.
Hardware, display signage, PCs, monitors, keyboards, mainframes, kiosks, and cash registers.
Automatic teller machines, data storage hardware, server and users migrations, scanners, networks, wireless etc.
Level III technical support using HP Service Manager Ticketing system supporting users issues from the migration process.

PROFESSIONAL EXPERIENCE

REMOTE TECHNICAL SUPPORT

Confidential

Responsibilities:

Provided third-level remote support for over 10,000 end users.
Remote Desktop tools Dameware, Go-To-Assist, RDP, HP Rooms, Lync, etc.
Respond quickly to resolve issues reported through HP SM9 ticketing system.
Install and configure applications as required by users.
Migrated Users, PCs, Printers and Servers.
Add and remove PCs from Domain.
Build and repair Users Profile.
Restore, backup and data transfer.
Deploy and install OS software.
Re-image PCs.
Resolve email issues in Microsoft Outlook.
Resolve issues according to SLA.
Provide system performance and tuning.
Install, Move, Add, Change in Active Directory.
Support XP, Windows 7, Citrix MetaFrame and XenApp Servers, Server 2003 and 2008.
Phone and Email support for end-users.
Maintained Virus updates for Symantec Endpoint Protection.

REMOTE SYSTEM ADMIN/SERVER SUPPORT

Confidential, Addison, Texas

Responsibilities:

Assist staff members with problems relating to daily Dell server issues.
Support field technicians and help desk personnel by resolving escalated issues.
Work cooperatively with Server Manager, Network Manager, MIS department and other departments as needed.
Support day to day operation of Active Directory, Server 2003, 2008, Exchange 2007, 2010, SCCM, SCOM, VMware, Hyper-V, SAN, Internet Information System 7.5, Network load balancing, Clustering Services.
Knowledge of VBScript and PowerShell scripting.
Monitor server health and maintain service pack levels, anti-virus, etc.
Coordinate with staff regarding planned outages and maintenance or system changes.
Assist Supervisors, Server Manager, Network Manager and others to determine department’s software, hardware, and training needs.
Assist in evaluating the impact of new software and client/server applications being tested.
Manage application deployment of Windows 7 software.
Maintain enterprise, datacenter backup using EMC NetWorker software.
Provide technical assistance and support for all end users in the company for all levels of software/hardware issues via ticketing, telephone, remote or site visit to ensure minimal down time and greatest staff productivity.
HEAT Ticketing System
Perform other duties as assigned.

SYSTEM ADMINISTRATOR

Confidential

Responsibilities:

Installing, supporting, and maintaining servers.
Planning for and responding to service outages and other problems.
Scripting or light programming, project management for teaching-related projects.
Supervising or training computer operators, and being the consultant for computer problems beyond the knowledge of office staff.
Analyzing database, system logs and identifying potential issues with computer systems.
Introducing and integrating new technologies into existing data center environments.
Performing routine audits of systems and software.
Maintained daily operations of the company’s IT infrastructure.
Applying operating system updates, patches, and configuration changes.
Installing and configuring new hardware and software.
Adding, removing, or updating user account information, resetting passwords, etc.
Answering technical queries and dealing with users.
Responsibility for security and data backups.
Responsibility for documenting the configuration of the system.
Troubleshooting any reported problems.
System performance tuning.
Ensuring that the network infrastructure is up and running.
Technical support for Microsoft Server 2000/2003/2008 , Exchange 2003/2007/2010 , Microsoft Windows 2000, XP, Vista, 7, Microsoft Office Suite, Active Directory, SAN, NAS, DAS, Cisco IOS, Cisco SDM, router, switches, RIP, BGP, EIGRP, OSPF, TCP/IP, VPN, VLAN, DNS, VMware, IIS, Load Balancing, Clustering, Hyper-V, etc.