SUMMARY

• Customer focused, solution - oriented System Engineer/Architect with 21 years of versatile experience in providing Customer Service and Technical Support to include innovation, process design/automation, hardware/software installation, migration automation, root cause analysis and vendor management, to meet a broad range of organizational and user needs.
• Skilled in the identification, analysis, and resolution of diverse technical issues while providing superior levels of customer service
• Develops and strengthens productive working relationships with clients, peers, and executive staff
• Supply Service Desk with automation tools to streamline solutions
• Innovative, welcoming new challenges while committed to achieving personal and professional success
• Consistently engages in self-improvement by attending online webinars and taking self-study courses

Core Competencies:

• Shell/Batch Scripting
• Incident/Problem Management
• Application packaging/Software Deployment/Patching
• Best Practice Process Automation
• Mobile Device Management

TECHNICAL SKILLS

Operating Systems: Windows 9x/NT/2000/XP/Vista/Windows 7* Windows Server 2000/2003 * Mac OS X * Linux * Citrix

Hardware: Tablet PCs * Blackberry PDA’s * Smartphones* Desktops * Laptops * Thin Clients * Macintosh Laptops/Desktops * Wyse Terminals * Cisco phones * Printers * Modems * RSA Secure ID Hard Token * iPAD * Windows RT * Android *

Protocols: TCP/IP * DHCP * DNS * WINS * FTP * VPN * DSL * ADSL * PPTP * T1/T3/ATM support * GSM * CDMA * G3 * G4 * SMTP

Software: Microsoft exchange * Symantec Altiris 6, 7.1 * Windows server 2003/2008 R2 * McAfee EPolicy Orchestrator 2.5 Virus Protection Client * MS Windows Active Directory Management/Group Policy Objects (Administration) * Windows Installer/MSI * Microsoft PowerShell * Visual C# * Familiar with .Net Framework * Lotus Mobile Connect (LMC) * VPN software * MS Office 2003/2007/2010 * Symantec Ghost * Norton / Sophos Anti-Virus, Track-IT * SAP Payroll software *Adobe * Lotus Notes R4, R5, R6 * Point Sec * Safe Guard Easy * AD Aware * News Track * Call manager * RSA Secure ID Soft token * SQL 2008 * Microsoft PowerShell * Notepad ++ * Visual studio * Visual basic * HP Service Manager

Remote Support: Symantec Altiris * Mobile Wire * MS Terminal Server Services * Trividia VNC * Lotus Mobile Connect (LMC) * Netopia Timbuktu * Cisco AnyConnect * Sprint Smartview * Remote Desktop * Apple remote desktop * Casper Suite * MDT * Absolute Manage server * CompuTrace * Altiris * SCCM * custom PowerShell scripts for collecting reports and reading event logs

PROFESSIONAL EXPERIENCE

Confidential, Jacksonville, FL

Systems Engineer

Responsibilities:

• Migrated workstations from Dell KACE solution to System Center Configuration Manager and later co-managed with Intune.
• Architecture, design, Install and Implementation.
• Including DP setup with WSUS, Reporting, State Migration and various other roles.
• Created OSD task sequences with image, USMT, Build and Capture new image options via MDT menu. Software Updates, Microsoft and third party with Lenovo Patch via ADR and software update groups.
• Software packaging and deployment automated with Role based Security groups with application security groups leveraged by SCCM collections.
• PowerShell and Python scripting for packaging, configuration changes, troubleshooting and provisioning. Provide training to admins and hold weekly meetings for compliance guided by Tenable reporting and security needs. Standardized the Windows OS in the enterprise with Windows 10 Enterprise.
• Leveraged O365 module in SCCM to upgrade on premise exchange users to O365 using SCCM. Integrated with SNOW for SLA tracking, reporting and Hardware inventory.
• Implemented Co-management with MS Intune to leverage off premise and BYOD devices with MAM and MDM HIPPA compliant policies.
• Use Autopilot and Apple Enrollment for MDM persistence.
• Monitor performance using configuration baselines and automated troubleshooting for the service desk by scripting solutions.
• Managed Bomgar server and administration setting up embassy and jump groups for third party vendors to secure access.
• Managed Work Spot VDI environment for third party developer access to the environment using power VMs.
• Tested and deployed new Sophos Central Endpoint Protection and performed transitioned enterprise from Sophos On Premise product. Packaged Cisco AnyConnect product including Cisco Umbrella module for threat defense prior to VPN authentication.

Confidential, Orange Park, FL

End User Computing Engineer/IT Operations Manager

Responsibilities:

• Identify, test and propose the incorporation of new technology to streamline operations globally while mentoring other engineers.
• Functional Competencies: ITIL, IT Project Management, IT Strategies, Business Systems Alignment with IT Strategies. Design, delivery, and operation of distributed services to agreed service levels.
• Design and support implementation of alternate, redundant or recovery processes.
• Multi-site warehouse\office Remote Support, Asset Management and Site Integrations including introduction to Mobile Device Management solution SOTI.
• Hit the ground running without documented processes, documenting as I go and empowering help desk and remote support staff.
• Advanced troubleshooting skills. Build test\production environment separate from duplicated production network infrastructure.
• Identify issues by reading event logs for root cause analysis. Extensive knowledge of PC operating systems and remote registry management, MAC support. Using PowerShell or VB, I build my own support tools.
• Create self-help tools for users and help desk technicians.
• Perform general system administration duties in a Windows Active Directory environment.
• Plan and budget for future technical requirements, including vendor management.
• Train and mentor less experienced system administrators on all responsibilities, procedures and processes as required.
• Support in-house application including PLC/AS400/Server/Conveyor belt support. Effective time management skills, with the ability to complete projects and daily responsibilities both timely and effectively.
• Effectively deliver services in a high volume environment.
• Effectively lead project efforts in a manner consistent with standard PMO practices.
• Microsoft Intune deployment on laptops, security policies and asset management in Microsoft and Apple environment.
• Independent problem-solver
• Streamline processes creating Global standard
• Innovation
• Advanced knowledge of shell, batch and VB scripting, automate processes for help desk level 1, 2 and server technology.
• IBM AS400 administration.
• Data Analysis (Log Reading)
• Windows Server technology
• Mobile Device Management - Motorola Barcode scanners, Windows CE, Mobile, and RT, Android, and IOS platforms (SOTI)
• Access database creation, CSV file data storage and manipulation via PowerShell for reporting

Confidential, Jacksonville, FL

Mobile Device Management Engineer/Architect

Responsibilities:

• Mobile device management in Absolute Manage, for Duval County Public Schools.
• Work alongside the Absolute engineers to assemble the Absolute Manage VM test and production servers and customize the Absolute Manage dashboard including requests for feature enhancements, transferring existing software packages, disk images, Apps, smart groups, and policies into Absolute Manage servers.
• Create PowerShell scripts for post image steps and any other need for process automation.
• Supporting Windows, Windows RT, MAC, IOS devices, and Android.
• Managed the project by documenting processes, and deliverables providing training for knowledge transfer and support to IT staff in test and production by specific deadlines.
• Correspondence with outside vendors, Apple, Microsoft, Android and Absolute along with other companies, to facilitate solutions to meet customer needs.
• Documenting Mobile device policies and processes for acquisition
• Device deployment, usage, support, security, software distribution and recovery
• Helping define reporting, logging and resource utilization requirements
• Managing the MDM services delivered through help desk and acting as escalation for administration of MDM including policy and/or process modifications, deployment scheduling, report optimization and issue resolution
• Created an Access database for Apple ID management and device/student registration with a front end and back end residing on a networked share for security
• SCCM task sequencing for application packaging/deployment

Confidential, Atlanta, GA

Mobile Device Engineer

Responsibilities:

• Read event logs and determine Root cause of communication, Server, Security and Application errors
• Read cell card coverage maps considering GSM/CDMA/G3/G4 wireless architecture for data services
• GPS vs. cell signal drops reporting tool created in Powershell for communication with cell vendors
• Escalated level 3 support via phone
• Created MDM environment with Microsoft PowerShell for tablets used by conductors in Windows environment
• Testing, research and development
• Image/Quality Assure devices
• Tablet * Dock * Battery * Charger Inventory via SQL database
• Created and manage Access database for customer contact information and subnets
• IBM/LMC VPN support
• Active Directory Group Policy and account creations
• Symantec Altiris 7.1 Client/Server support (Remote connection, asset management, imaging)
• SCCM task sequence including post and pre-flight scripts for application packaging/deployment
• Altiris 7.1(ITMS 7.1)
• Altiris 6.x/ 7.0 upgrade to Altiris 7.1
• SCCM administration
• Windows Server 2008 R2
• Symantec IT Management Suite 7.1
• Client Management Suite
• Server Management Suite
• Asset Management Suite
• Symantec's Workflow Product
• SQL Query Language
• Designing Complex Database Queries

Confidential, Fairburn GA

DESKTOP SPECIALIST

Responsibilities:

• Wireless configuration/cell card set ups
• Active directory/permissions/domain accounts/grouping
• Image desktops/laptops using Ghost software
• Microsoft Exchange support, Outlook 2003/2007/2010

Confidential

TECHNICAL SUPPORT SPECIALIST

Responsibilities:

• Support/train Accountants in Windows XP environment
• Set up Cisco phones, user accounts, voicemail in call manager
• Image laptops and set up third party software, CCH and QuickBooks Pro
• Maintain printers
• Configure wireless cell cards for laptops
• Data migration, software/Hardware upgrades

Confidential, Atlanta, GA

TECHNICAL SUPPORT SPECIALIST

Responsibilities:

• Achieved customer satisfaction rating of 100 on 58% of customer satisfaction surveys; 95% rating on remaining 42% of surveys
• Ranked in top 5% among peers for having one of the lowest MTTR rates
• Reduced calls to service desk by proactively implementing a maintenance plan that serviced computers during site visits to resolve other issues
• Plays pivotal role in asset management effort by maintaining an inventory database of all infrastructure equipment located at remote offices that he services
• Consistently receives laudatory comments praising the quality of service provided
• Developed a reputation for quickly responding to and prioritizing user requests and resolving complex issues