SUMMARY

• Technical/Product Support Engineer with 10+ years of experience in IT, Logistics and Customer Service Management. Change Management certified.
• 10+ years of experience with installation, configuration & implementation of Cisco products and Firewall appliances.
• 10+ years of experience working in a call center environment.
• Strong experience in server and workstation OS upgrades and wireless configuration for users.
• Excel under high pressure, as part of a teams to address IT Service Request Management and Change Management Able to analyze workflows with the objective to meet company needs.

TECHNICAL SKILLS

Operating Systems: Windows 7/8, MS Windows Server 2003/2012, SME Server, RDP/HGR remote; Lotus Notes & Domino Server; Exchange 2003/07/2012 , EA Administrator for NT/NovellHardware: IBM, Toshiba, Dell, RIM Blackberry, FaxFinder, Modem ZBA, ZDX, ZPX

Software: MS Office 2012/2016 Bitlocker drive encryption, Norton/McAfee Antivirus, HP Openview, Manage - Now ticketing software, SMS, Cisco Call Manager, POS NCR/Fujitsu/IBM, Kronos, LANDesk, Remedy

Network Equipment: Routers & Managed Switches, Modems, Exchange Server, TCP/IP, DNS, Peer to Peer & Networks; CAT5 and GBIT / Cisco 2950 switches, Cisco 2811 Firewall, Avaya/Cisco IP phone systems

Network Technologies: TCP/IP, FAX/SMS, Network Appliances, T.37 (email to fax), SIP, 365 (Cloud SMTP), Wireless, Network, Corporate LAN, Active Directory, VPN, DHCP

PROFESSIONAL EXPERIENCE

Confidential - St. Paul, MN

Desktop Analyst

Responsibilities:

• Responsible for identifying and researching and resolving technical problems with Win7/10 deployment issues and a myriad of medical applications for all USA based users by responding by telephone, email and Remedy ticketing system.
• Responsible for documenting and tracking ticket progress to meet or exceed SLA. Proficient Office365 and VPN/RSA remote services.
• As a mentor and team player with strong attention to detail, I have a proven track record at delivering timely and accurate information in a fast-paced environment
• Excellent critical thinker, problem strong business acumen and ability to interface with executive management.

Confidential

Technical Lead

Responsibilities:

• Win7 to Win10 Technical Lead for Medical Surgical Company: as part of an agile team, responsible for analyzing new requirements, designing and implementing technical solutions, using SCCM and Active Directory to migrate users from Win7 environment to Windows 10.
• Coach and mentor colleagues on the development team from researching and testing new solutions, including authoring sample code through PXE server and to solve a customer’s technical obstacles.
• Interact with client manager, developer, testers and operations teams during deployment of PXE image code, database migrations, and a thorough understanding the impact of changes in the production environment.

Confidential

Product Support Engineer

Responsibilities:

• Assist installers with integrating Multi-Tech products with customer PBX and mail server systems, to include Exchange, Shoretel, Cisco, Nortel and Avaya.
• Perform technical liaison between our on-site distributor installers and their customers and third party TELCO technicians.
• Assist the installers with installation and problem focus during installation of our Confidential product line, to include; Modems: external and internal PCI and PCIE cards, Fax servers (analog and FOIP) and Wireless SMS and Router devices.
• Perform compatibility mock-up testing of new hardware/software before releasing products to customers.
• Work with other team members to coordinate testing before releasing hardware/software updates and compare workflow to meet deadline.

Technical Consultant

Confidential, MN

Responsibilities:

• Provide Technical Services on behalf of staffing agencies.
• Assigned on a nationwide IT infrastructure upgrade to include server and workstation OS upgrades and wireless configuration for users.
• Installing and configuring Cisco switches and Firewall appliances.
• Other assignment responsibilities include POS installation and reprogramming of these systems.
• Setup, installation and programming of Lexmark All-in-One printers at FMC Medical facilities throughout the Confidential area (in cooperation with Siemens).
• Tasked with training of newly hired technicians on all technical aspects of various projects.

Confidential - St. Paul, MN

Software Distribution Tech

Responsibilities:

• Software Distribution, uploaded and distributed software source code to corporate servers and workstations in the UAT and Production testing environments using the CMF administration tool.
• Performed technical troubleshooting, server maintenance & management and application and code integrations and launches.
• Monitored application and code and web-based tracking.
• Supported 25,000 servers and workstations in corporate testing departments; interacted with Testers in aforementioned departments.
• Responsible for oversight and cooperation with UAT personnel.

Confidential

Technical Coordinator

Responsibilities:

• Negotiated among an array of parties including those from IBM, vendors of HW, SW, network carriers and the customer at both the end user and executive levels to provide on-time complex Project progress and deliver scope of work on-time·
• Defined and implemented Cisco telephony processes and projects.
• Responsible for Network and Level II Desk side Support / Infrastructure coordination and responsible for interviewing and hiring technicians for the project.