SUMMARY

• Over the course of my career in Information Services, I’ve held various positions that have ranged from Analyst to Management.
• Through drive and determination, I have consistently been given increasing roles and responsibilities throughout my employment history.
• In these roles I have attained a skill set that includes extensive customer service, development, configuration, and support of various software suites.
• The following list includes some of my areas of proficiency and universally supported items amongst my previous employers:
• VMWare ESXi
• Crystal Reports 9, 10, 11
• Understanding of Relational Databases
• SQL 2000, 2005
• Windows NT, 95, 98, 2000, XP, Vista
• Active Directory, Server 2000, 2003
• Exchange Server 2003
• Citrix Client Configuration, connectivity troubleshooting
• Enterprise Printing Support - LAN and Local setup, configuration, and repair
• Smart Phone Support, Blackberry Support
• SMS 2003, Remote Package Distribution
• Novell Zenworks
• LanDesk
• MS Office Systems
• Lotus Notes
• Desktop/Laptop Hardware and Software Troubleshooting
• Workstation Deployment including imaging and post image configuration, Peripheral setup, data transfer, End User instruction
• Warranty Repair - replace internal components

PROFESSIONAL EXPERIENCE

Confidential, Charlotte, NC

Systems Administrator

Responsibilities:

• Exchange 2003 administration
• IT Contracts Administration
• Negotiated fixed cost reduction with ATT wireless resulting in annual savings of $43000
• Windows server 2003/2008 admin
• VMWare ESXi 4.1 configuration and administration
• Polycom Video Conferencing Administrator
• User provisioning
• Active Directory Group Management,
• Blackberry Enterprise Server 5.0.3 Admin
• Mobility Deployment Testing Android, IOS, Windows Phone
• Office 2010 Upgrade Project Lead
• Asset management
• Executive Support

Desktop Technician

Responsibilities:

• Helpdesk Support
• Blackberry Device Support
• Executive Support
• Dameware, SCCM, RDP
• Hardware and software troubleshooting and repair
• Printer Support

Confidential, Charlotte, NC

Responsibilities:

• Field Based Technical Customer support
• Windows Server Installation and Configuration.
• BOA Server Configuration and deployment
• PC Refresh, System Deployments, Point of Sale Upgrades
• Support of Deskside Support Contracts
• Lotus Notes Support

Confidential, Clearwater, FL

Field Operations Lead

Responsibilities:

• Everything under Previous position
• Supervise team of Systems Support Analysts
• Developed metrics for departmental reporting
• Report Development using Crystal Reports 9, 10, 11; connected SQL
• Responsible for process analysis and application support documentation
• Manage department al goals
• Participate in ITIL process implementations, Incident Management, Configuration Management, Change Management
• Six Sigma Yellow Belt
• AD User/Computer account management, build accounts, assign rights, assign to containers, assign policies

Systems Support Analyst

Responsibilities:

• Desktop software and hardware support.
• Multiple software packages including HBOC, Pyxis Connect, 3M Coder, Novel Zenworks, Netware, ACLS HeartCode, Sandman Sleep Center SW. Cerner Mellenium, Cerner Fat Client Configuration, Tracking Boards Desktop Citrix client config, Cerner Printing support
• Assisted with SQL Database creation for inventory management
• Blackberry Device Support, Treo Devices Support
• Novel Console One and Confidential SMS for desktop configuration and remote management, Novel SW distribution Package creation, Group Policy Management
• Print Server management, Novell Print Objects, Windows Printing
• Confidential Office Suite 97-2007 configuration, troubleshooting
• Regional project support.

Confidential, Clearwater, FL

Consultant

Responsibilities:

• Desktop refresh duties include: system deployment, sw/hw troubleshooting, inventory control, user state migrations, custom network configuration. Custom medical software installation.
• Image distribution through Zen imaging, Novel Networks client installation, configuration

Confidential, Florida

Responsibilities:

• Confidential Desktop Support Team-Technical Lead
• Served as liaison between Confidential IT Management and Confidential desktop team.
• Manage Helpdesk Queue for all support staff, assign and distribute software and hardware Break/Fix tickets and oversee the completion process within allotted 12-36 Hr timeframe
• Provided additional support for special project implementation
• Confidential Desktop Support implementation team:
• Troubleshooting and configuring networked and standalone PCs, laptops, printers and other peripherals
• Enterprise printing support and maintenance
• SW and Application debugging, Data Encryption & Security (PGP)
• HGR Confidential Global VPN Support including wireless
• MSOffice2003, Exchange 2003, Lotus Notes, Oracle based applications, LANDesk, Blackberry and wireless networks
• Data recovery
• Create and manage Confidential standard desktop images for employees based on job functions reducing time and increasing production
• Designed and maintained a repository for technical resource

Team Lead

Tallahassee, FL

Responsibilities:

• Increased regional utilization to 100% as a team lead
• Managed a team of 15 SSRs in North Florida and South Gerogia
• Implemented course for new recruits resulting in increased productivity and profitability
• Motivating, developing, and directing people as they work, identifying the best people for the job
• Proven track record of increased customer satifaction on established and new accounts
• Field Service (AS-400, RISC, OS/2, Windows operating environments)

Confidential, Tallahassee, FL

Instructor Lead

Responsibilities:

• MVS, Cisco Routers and Hubs Workshop
• TCP/IP and Networking fundamentals
• Confidential POS System Setup and Configuration
• Crystal Reports 11
• Blackberry Enterprise Server 5.0.3 Installation and Configuration April 2011
• 10135: Configuring Managing and TS MS Exch Server