SUMMARY

• Experienced system analyst/administrator using different Enterprise System - Management tools, proficient in automation test scripts, functional and regression testing
• Experienced in diagnosing, troubleshooting and resolving client issues with hardware & software maintenance, installations, upgrades, device driver, Windows registry and computer optimization
• Expert in PC assembly, technical support, LAN & Wireless installation, TCP/IP, Active Directory, Group Policy, DNS, DHCP, VPN and Windows operating systems imaging & administration
• Proficient in planning, installing, testing, configuring & troubleshooting network hardware, mobile devices and server & desktop operating systems

TECHNICAL SKILLS

Languages: Java Script, SQL, HTML, ASP.NET, Visual Basic, UML, PowerShell

Operating Systems: Windows 32/64 bit (XP, Vista, 7, 8, 8.1, 10), Windows Server 2008/2012, Linux (Ubuntu desktop 14)

Databases: Microsoft Access 2007-2013, Microsoft SQL Server 2008/2012, SQLite

Software Tools: Microsoft Office 2007/10/13 (Word, Excel, PowerPoint, Outlook, Project, Visio, Lync), SharePoint, Microsoft Hyper-V, VMware Workstation 10, Oracle VM VirtualBox, TeamViewer, BMC Remedy, IBM BigFix / Endpoint Manager, Tivoli remote control, Tivoli Enterprise Monitoring System (TEMS), Norton Ghost, Hiren's BootCD, Wireshark, Microsoft Network Monitor, SpectraGuard Enterprise, Check Point Endpoint Security, Cisco Anyconnect Secure Mobility solutions, McAfee VirusScan Enterprise, Document X, Confluence

PROFESSIONAL EXPERIENCE

Confidential, Seattle, WA

System Engineer

Responsibilities:

• Planned, imaged, deployed and administered 300 laptops and desktop computers running Windows (7, 8.1) using Windows 2012 R2 and IBM Endpoint system-management software
• Installed and managed DNS and DHCP roles on Windows 2012 R2 Server
• Effectively utilized Wireshark & Microsoft Network Monitor to resolve network issues and decrease applications down time Service Level Agreement (SLA’s) by 10%
• Maintained Lync/Skype for Business Server, Exchange Server, RightFax Fax Server, Good for Enterprise, McAfee VirusScan Enterprise, SpectraGuard Enterprise, Check Point Endpoint Security, Cisco Anyconnect Secure Mobility Client & Laserfiche Enterprise record manager escalate software bugs to Software Engineers & Senior System Administrators
• Provided patch management and Windows 7 & 8.1 deployment using IBM Tivoli remote control, Tivoli Enterprise Monitoring System (TEMS) & IBM Endpoint manager
• Coordinated Software configuration & upgrades with other technical functional groups and ensure changes are in accordance with company policy
• Provided Software and Hardware asset tracking and incident management using BMC Remedy and created monthly reports
• Effectively communicated and coordinated with end-users and external support teams to find areas for improvement
• Assisted junior analysts on using BMC Remedy reporting tools & IBM/Tivoli Enterprise tools and creating technical support documents & user manuals using Document X & Microsoft Visio

Confidential, Columbia, MD

Support Engineer

Responsibilities:

• Provided Tier 2 Local Area Network, desktop/server operating system and Mobile devices (PDA, Blackberry, IOS & Android) support tickets on BMC Remedy for +40 organizations using remote access & support tools (RDP, TeamViewer, IBM Tivoli remote control), by telephone or in person as needed and escalate effectively network problems to engineers
• Integrated Microsoft Office 365 with existing directory services to add single sign-on (SSO) which enabled users to log on to both environments with one credentials
• Migrated MS Windows 2008 Server roles to MS Windows 2012 using PowerShell cmdlets
• Monitored and analyzed organizations network using Wireshark & Microsoft Network Monitor and wrote recommendations to senior managers regarding network utilization and hardware repair & upgrade
• Planned, deployed and maintained Microsoft Exchange 2010/2013 & Lync Server and managed users’ credentials by integrating with Active Directory using Microsoft Forefront Identity Manager
• Managed Cisco Unified VoIP system by analyzing SIP request & response
• Planned, installed, configured, managed, imaged, repaired and deployed Windows Vista/7 Laptops, MS Windows 2008/2012 Servers, Ubuntu Desktops and network printers
• Configured, managed and monitored system access, security & rights of users using Windows Sever 2008/2012 Active Directory & NTFS permissions
• Created technical support documents from UML diagrams using Confluence, Document X & Microsoft Visio
• Identified, isolated & repaired computer equipment and performed upgrades, modifications & preventative maintenance
• Planned, scheduled, prepared materials and trained +100 users on how to use Microsoft office and Windows Vista/7 Operating System
• Maintained hard drives including virus and spyware removal, defragmentation, disc imaging and data recovery
• Traveled to customer locations for deployments, upgrades, repairs, installations, backups, maintenance and refresh of software & hardware

Confidential

System Analyst

Responsibilities:

• Configured, monitored and administered program office system users of Confidential using Windows Server 2008 Active Directory & Group Policy and made written recommendations to senior managers regarding hardware replacements, upgrades and new installations
• Planned & installed MS SQL Server 2008 R2, created a database and wrote automation test scripts using ASP.NET for online examination system which randomized the sequence of exam questions and corresponding choices to reduce cheating among students
• Managed the University Web based Student Information System using IIS 7 on SQL Server 2008 R2
• Diagnosed, issued & involved in the procurement process and replaced defective power supplies, motherboards, CPUs, RAM, Ethernet cards, Video cards, modems, POS terminal, and external peripheral components (barcode Scanner, POS Printer etc…)
• Provided on-site and remote access support for different campuses of the University LAN products
• Supported Cisco Unified VoIP & Polycom Audio/Video conferencing systems
• Planned, prepared materials and trained technicians to manage and administer Windows XP/7 workstations and laptops