SUMMARY

• Background encompasses 15 years of technical support experience in diverse industries.
• Demonstrated the ability to quickly and accurately diagnose and repair system malfunctions and issues.
• Expertise in increasing functionality through upgrades, maintenance, configuration, and troubleshooting.
• Excellent interpersonal skills with the ability to communicate effectively with end clients, management, and vendors.

TECHNICAL SKILLS

• Proficient in Confidential operating systems and applications, Win7, 8 &10, Office 97 - 2016 & O365. PC mass migration, roll-out and deployment, server configuration (2008&2012), administration and troubleshooting.
• Providing diagnosis and support and configuration with VPN, DNS, NAT, TCP/IP protocols.
• Experienced in App-V, VDI, MSAD / SCCM & Altiris, McAfee, Virtual Machine/Thin Clients & configurations, Citrix (13x and previous), Dame Ware, VM Ware (vSphere). Junior level network communication hardware (Cisco, Barracuda, Confidential ) administration. Support of multi-platform hardware environments (PC 80%, Mac 20%).

PROFESSIONAL EXPERIENCE

Network Systems Administrator

Confidential

Responsibilities:

• Create/deactivate user accounts through Confidential Active Directory and within established group policies
• Provide user program and technical assistance.
• Install, test and monitor performance vendor applications on manufacturing equipment.
• Monitor computer messages and corrects errors within computer systems console as needed.
• Perform system backups and recovery.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products.
• Troubleshoot all computer problem for users as they occur. Assist other department personnel with
• Computer and networking challenges.
• Oversees Help Desk system (Lansweeper).
• Installs/Maintains network servers, switches and firewalls
• Assist in developing strategies for meeting future hardware and Confidential technology needs.
• Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts.
• Write manuals / KBAs for tier 1 technicians to describe installation and operating procedures. operational issues.
• Performs server and VMWare (v6.5-v6.7) host configurations/upgrades as needed.

Network Systems Administrator

Confidential

Responsibilities:

• Guided the SCCM, imaging and deployment teams in Win7 to 10 desktop/thin client builds and migrations.
• Write bulk scripting (PowerShell, Win batch file) for mass data parsing and manipulation.
• Utilized remote desk top tools to trouble shoot and repair network connectivity issues, upgrade software applications, and provide Windows AD and Linux/Unix (Ubuntu) administration support to retail end clients.
• Analyzed and support specialized retail network environments within a health care environment.
• Managed all aspects of a UAT lab and provide support for Optical Centers & Minute Clinic hardware and network systems .
• Maintained ticketing queue and SLAs per company mandates.
• Assisted network engineering with Cisco switch configuration (2900 series) and coordinate with network security teams regarding ACLs, firewall rules and DNS configurations in a test lab setting.
• Coordinated with networking teams investigating move to SDWAN and cloud based initiatives.
• Provided technical support and analysis for SSO software/hardware evaluations
• Maintained HIPAA compliant status within a specialized healthcare / retail environment.

Network Administrator

Confidential

Responsibilities:

• Setup, deploy and troubleshoot PC's, related peripheral equipment and software applications.
• Troubleshoot connectivity issues related to EHR platforms for small regional healthcare offices and business clients.
• Provide technical support for imaging / deployment (hardware and software) projects utilizing deployment tools such as Altiris, Symantec Ghost, SCCM / MDT, etc.
• Configure WAN/LAN, HTTP, TCP/IP and remote accessing properties.
• Utilize remote desk top tools to repair hardware and software applications on a first call basis
• Provide expertise to clients with software and hardware upgrade plans.
• Interact Confidential desk side to achieve excellent customer service and support.

Network Administrator

Confidential

Responsibilities:

• Perform OS platform migration from Windows 7 to10 and Office 2016 to 365 environment.
• Utilize deployment tools (SCCM / MDT, Ghost) for new roll out of OSx deployments.
• Technically support senior managers in a desk side setting.
• Provide analysis and feedback to the OS imaging team for troubleshooting.
• Utilize remote desk top tools to repair hardware, upgrade, software applications, and provide Windows AD support to end clients.
• Proactively identify and recommend solutions to improve performance and reliability of the Windows environment.
• Coordinate DR and server backup efforts with VM and Windows server teams.
• Triage on call emergencies with incident coordinators for mission critical systems.
• Maintain HIPAA compliant status within a healthcare / pharmaceutical environment.
• Interact Confidential desk side with upper management clients to achieve excellent customer service and support.

Business Analyst

Confidential

Responsibilities:

• Analyzed system networks, business departments and existing support software.
• Submitted proposals for software systems that provided effective communication between departments.
• Worked closely with the Network Administrators regarding employee AD accounts, profiles and permissions, structures, backup & recovery operations within a financial / banking regulated environment.
• Designed and deployed end user support processes.
• Planned and scheduled installation and deployment projects.
• Performed computing hardware and software builds and modifications.
• Assisted in Cisco switch configuration and setup of second tier network security layers.

Desk Top Support Engineer

Confidential

Responsibilities:

• Technically supported agency staff and departments via remote and Confidential desk-side.
• Assisted off site clients with VPN, Wi-Fi and hot spot issues.
• Responded to end users with account - lockout troubleshooting within multiple platforms, including EHR applications (Essentia, Epic, Mosaiq etc.) and Confidential Active Directory.
• Scheduled OS, department specific software applications, and hardware upgrades via image cloning (Symantec Ghost, Altiris, Spice Works)
• Trained company personnel on the usage of department specific applications, computing equipment and communication devices.
• Worked closely with the Network Administrator regarding employee AD accounts, profiles and permissions, structures, and backup and recovery operations within a HIPAA regulated environment.
• Maintained trouble ticket database while reporting on specific trending issues.
• Performed computing hardware and software builds via deployment tools (SCCM / MDT, Ghost) for new hardware and software modifications as needed for planned events.
• Collaborated with outside network vendors in configuring Confidential network switches and Barracuda backup servers.

Virtual Computing Support Engineer

Confidential

Responsibilities:

• Supported upper management and department heads via remote and Confidential desk-side.
• Assisted off site clients with VPN, Wi-Fi and hot spot issues.
• Consulted with server teams regarding department specific imaging and software upgrade roll out.
• Trained company personnel on the usage of department specific applications, computing equipment and communication devices.
• Worked closely with the Network Administrators regarding employee AD accounts, profiles and permissions structures.
• Diagnosed and repaired user's access issues to secure financial applications.
• Provided application analysis and recommendations to management and subject matter experts.
• Assisted with backup and recovery operations within a regulated banking environment.
• Maintained trouble ticket database while reporting on specific trending issues.

Security Systems Analyst

Confidential

Responsibilities:

• Provided primary network and application security point of contact.
• Provided desktop hardware and application support for commercial real estate investors.
• Monitor technology ticketing system within an SLA matrix.
• Assist peers with their VPN access and configuration.
• Maintained ticketing queue and SLAs per company contract throughout New England area.
• Built, configured and setup computer hardware.
• Repaired and maintained laptop, desktop and peripheral hardware.
• Utilized remote desk top tools to diagnose and repair software and hardware.
• Provided malware and virus eradication expertise to local and remote clients.

Desk Top Support Engineer

Confidential

Responsibilities:

• Setup, deployed and troubleshot PCs and related peripheral equipment per client mandates.
• Maintained ticketing queue and SLAs per company contract.
• Utilized Symantec Ghost and Altiris applications to build and configure computer hardware.
• Repaired and maintained laptop, desktop and peripheral hardware.
• Utilized remote desk top tools to repair software and hardware issues on a first call basis to local and global remote clients.
• Provided expertise to clients with software and hardware upgrade plans.
• Interacted Confidential desk side to achieve excellent customer service and support .

Help Desk Support Analyst & desktop support

Confidential

Responsibilities:

• Provided desktop support to clients in a global publishing house environment.
• Analyzed and fixed remote user’s IP connectivity issues.
• Suggested alternate connection routes when problems persisted.
• Setup, deployed and troubleshot PCs and related equipment per department mandates. Configured. .WAN/LAN, TCP/IP, VPN parameters and dial up remote accessing properties.
• Utilized, MSXP Remote Desk Top, Windows Meeting and Go to Meeting to repair software and hardware .issues for remote global and local clients on a first call basis.

Application / Hardware Specialist

Confidential

Responsibilities:

• S etup, deployed and troubleshot PC's, servers and related peripheral equipment per department mandates.
• Configured WAN/LAN HTTP, TCP/IP, FTP and dial up remote accessing properties.
• Repaired and maintained laptop and desktop hardware.
• Utilized, MSXP Remote Desk Top to repair software and hardware issues on a first call basis.
• Interacted Confidential desk side to achieve excellent customer support.
• Maintained and updated Track-IT help desk ticket database calls.
• Utilized SQL servers and databases per ticket requirements.
• Provided support and for over 50 in house and vendor supplied applications to network clients.

Software Support & Hardware Specialist

Confidential

Responsibilities:

• Assisted al & commercial PC clients in OS upgrades, mass deployments, and virus protection issues
• Responded to customer software requirements and hardware upgrades.
• Recommended hardware and software revisions.

Hardware Specialist

Confidential

Responsibilities:

• Setup, deployed and diagnosed PC's per department mandates.
• Diagnosed WAN / LAN problems suggesting infrastructure upgrades.
• Utilized remote viewer protocols to repair software issues on a first call basis.
• Maintained help desk ticket calls from tier one to completion.
• Provided software and upgrades.

Tier 1 PC Support Specialist

Confidential

Responsibilities:

• Responsible for providing Windows OS roll out deployment, administration, application installation and support.
• Produced management reports for planning and tracking or hardware and software. responsible for providing all Windows OS roll out deployment, administration, application installation and support.
• Performed hardware upgrades and repairs.
• Responded to help desk calls and maintained associated logs.

Lead Engineering Test Technician

Confidential

Responsibilities:

• Supervised daily work schedules of a twenty-person electronics test environment team
• Evaluated personnel performance and prepared reviews.
• Designed course class materials for team members related to detail electronics theory and component level troubleshooting.
• Assisted Quality Control and Engineering with manufacturing and component engineering challenges.
• Designed and implemented WIP databases and test procedure