OBJECTIVE

• To achieve employment with a company which will allow me to address and solve your company’s technical needs, by applying my experience within the areas of technical support and accomplishing deadline driven projects.

TECHNICAL SKILLS

Hardware: HP Proliant Server, Dell Power Edge Server, Juniper Router, Juniper Firewall, Nortel Telecom System, HP Laptops & Desktops, Dell Laptops & Desktops, APC UPS, Kyocera Printers and Copiers, Ricoh Copiers, Mac Book Pro, Mac Mini, iMac, Mac Book Air, Mac Pro, Cisco Catalyst Switches, Samsung Galaxy, Nortel IP Phones, Nortel Digital Phone, Apple iPhone, Black Berry, Dell Projectors, NEC Projectors, Cisco Wireless Access Points, Linksys Wireless Routers, Surface Pro, iPad, Avaya IP Phones

Software: LANDesk, SCCM Center 2007, SCCM Center 2012, Microsoft Office 2007, 2010, 2011, 2013, 2016, and 365, Open Office, Magic BMC, Remedy BMC, Juniper Pulse, Symantec Endpoint Antivirus, Mcafee Endpoint Encryption, Mcafee Antivirus, Check Point Full Disk Encryption, Centrify, Bomgar Console, Air Watch Console, FileVault, Casper Suite, Norton Ghost, Service Now, Hyper V, RSA Authentication Manager, Mcafee DLP, Carbon Black, Itunes, Sharepoint 2013, HP Connected Backup, ePolicy Orchestrator, Tangoe, Cisco VPN, Alarm Point, xMatters, Bitlocker, Skype for Business, Blue Coat Unify Agent, MS Intunes, Vmware Workspace One, Flexera

Concepts: Group Policy, DHCP, DNS, Virtualization, Cable Management, Patch Panel Management, Active Directory, How - to Documenting, Server Racking

Platform Operating Systems: Windows XP Pro, Windows Vista, Windows 7 Enterprise, Windows 8, Windows 8.1 Pro, Windows 10 Enterprise, Windows Server 2003, Windows Server 2008, Windows Server 2008 R2, Mac OS X 10.7, 10.8, 10.9, 10.10, 10.11, 10.12, 10.13, 10.14, iOS, Android

PROFESSIONAL EXPERIENCE

Systems Support Specialist

Confidential

Responsibilities:

• Provide support of the southeast region of over 2000 associates on-site and remote with technological issues as 2nd Tier for networking, mobile phones, tablets, desk phones, softwares, printers, macs, laptops, and desktops.
• Provide technical support to executives including: C-level Executives, Presidents, Executive Vice Presidents, Senior Vice Presidents, and Vice Presidents for both Windows or Macintosh environments along with mobile devices including iphones and/or tablets.
• Provide support to Office 365 end users for iPhones, iPads, Surface Pro, Windows, and Macintosh.
• Provide prior and current support to iOS, OS X, Windows XP, Windows 7, and Windows 10 environment.
• Image and reimage workstations using SCCM deployment tool and Casper Suite.
• Domestic and International Mac Support involving setup, document, configuring, engineering, and troubleshooting Macintosh’s of OS X.
• Build images from scratch for Macbook Pros, Mac Pro, iMac, Mac Mini, and Mac Book Air to OS X: Lion - 10.7, Mountain Lion - 10.8, Mavericks - 10.9, Yosemite - 10.10, El Capitan - 10.11, Sierra - 10.12, High Sierra - 10.13, and Mojave - 10.14.
• Provide cross training for Mac locally to team.
• Provide Mac Jamf Casper cross support with engineer to update newly update OS and end point software.
• Provide cross training Participate in the deployment project of Network Access Control of 802.1x as lead remediation Technician of the product Juniper Pulse for onsite.
• Build vbscripts to run installs, uninstall, copy, and patch for Network Access Control project.
• Participate in the Windows 7 deployment project of over 1000 machines from Windows XP.
• Participate in the Casper Suite deployment project for implementation of management of Macintosh endpoint devices as lead Technician.
• Participate in the project for a System Supports SharePoint site as designer and administrator for the domestic US team.
• Administer, maintain, and support of share point site for all of Desktop Technical support team domestically and internationally.
• Deploy, troubleshoot, and manage iPhones and iPads using Air Watch MDM Console within region of support.
• Use BMC Remedy ticketing system to manage, create, and close work orders and incidents.
• Use Service Now ticketing system to manage, create, and close requests and incidents.
• Use Active Directory to reset and unlock user accounts.
• Build and use of User State Migration Tool for the copying of user data and profile configuration from old machine to new.
• Build and develop Asset Management Check-in process for team developmental enhancements.
• Provide malware/virus remediation procedure including scanning, data recovery, reimaging and cleaning.
• Use Bomgar Remote Console for software installing, troubleshooting, and repairing desktop operating system issues.
• Use SCCM 2012 to manage, look up machines, and push software to Windows 7 PCs.
• Create, troubleshoot, and manage RSA software tokens for VPN to end users.
• Modify, add, and change existing mobile network services including data plans and services using the Tangoe MDM console for AT&T and Verizon wireless carriers for associate within regional of support.
• Use Mcafee ePolicy Orchestrator to add, manage, recover Mcafee Endpoint Encryption.
• Create, restore, and backup user data using HP Connected Backup console.
• Provide 24x7 rotational on call support to high incident related priorities with alert pages by Xmatters or Alarmpoint to entire region based of support.

Technology Support Technician

Confidential

Responsibilities:

• Setup, upgrade, and troubleshoot computers, phone systems, company cell phones, network, modems, software’s, printers, copiers, firewall, fax machines, projectors, wireless access points, severs, routers, switches, UPS batteries, televisions, and other peripherals.
• Program Nortel IP phones and digital phones with proper phone extensions to staff and faculty.
• Maintain and manage networking infrastructure including network ports and phone ports within the patch panels.
• Use Magic BMC Service Desk Request Ticketing System to create problem tickets for the campus.
• Manage 250+ machines on campus network including staff, faculty, and student.
• Use Active Directory to manage laptops, workstations, password reset, and account unlocks.
• Create student images with Norton Symantec Ghost for the classrooms and push out to all classrooms.
• Administer, manage, and troubleshoot virtual servers in Server 2003 and Server 2008 environment.
• Administer and manage the deployment of servers and desktop refresh projects.
• Administer disposal project of IT equipment for multiple sites.
• Perform maintenance of server room including racking and wiring of additional hardware such as wireless access points, network firewall, servers, room temperature sensor, modem, and UPS systems
• Create scripts to implement with Group Policy for Windows Server 2003 and 2008.
• Setup and administer Active Directory, Group Policy, DNS, and DHCP on Windows Server 2008.
• Setup imaging server on Windows Server 2008 using Norton Symantec Ghost.
• Use LANDesk to deploy software and remote into computers.
• Provide Blackberry mobility support for deployment and problem troubleshooting.
• Monitor and perform routine backup and recovery with use of volume shadow.
• Monitor and maintain proper network utilization on site using cacti to check health performance load levels.
• Perform security measures for encryption and decryption utilizing Credant on local end users machine.
• Provide excellent customer service feedback rating 3+ years for staff and faculty through customer feedback surveys.