PROFESSIONAL SUMMARY:

• 10 years of experience in Desktop, Help Desk and IT Support roles.
• Experienced in providing technical support including hands - on, telephone and remote support.
• Expertise includes:
• PC deployment, roll-out and refresh
• System Center Configuration Manager SCCM Installation, Management, Troubleshooting
• Exchange Server 2010 Troubleshooting Configuration
• Lync Server 2013 Troubleshooting Configuration
• Windows 7/XP/Vista installation and configuration
• Windows hardware and software troubleshooting
• Firewall Configuration
• Network Printer troubleshooting and repair
• Network cabling
• VLAN Configuration
• Tape Backup Restore
• Bomgar / Carbon Copy administration
• LAN/WAN support and administration
• Windows Remote Desktop support
• Network connectivity troubleshooting
• Active Directory administration and troubleshooting
• Lotus Notes and Outlook configuration, support and troubleshooting
• VM administration / troubleshooting
• Vshpere / Esxi Troubleshooting Configuration
• Server 2008 Configuration / Installation
• Malware and virus removals.
• Avaya IC Chat system.
• Windows Batching
• Virtual Private Network setups
• Experienced in dealing with all levels of professionals.

Summary:

• Knowledgeable Infrastructure Analyst demonstrating exceptional communication and leadership skills. Focused on taking a systematic approach to solving complex problems.
• In-depth understanding of IT infrastructure areas, particularly IT network integration. Detail-oriented self-starter with server management, systems analysis and database design
• Over my years in the Information Technology field I have learned one key element: DOCUMENTATION. I have put together my own online Knowledgebase accessible via the web.

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Technician Level 2- Systems Administrator /Phone Tech/Chat Tech

Responsibilities:

• Over-the-Phone/Chat- Tech Support to Users. High Call Volume 30 daily .
• Software/hardware installation and upgrades/User Windows Profile backups.
• Deploying Windows Updates via SCCM,
• Imaging Machines with proper Software over network via SCCM
• Remote Support using Remote view by SCCM,
• Managing SCCM Server Sites and importing new software to Distribution points,
• Restoring missing or corrupt data using tape library's via CommVault, Avamar or Bacula / Bareos
• Virtual machine support/Re-created Windows profile/Bios Updates.
• VMware Configuration / Data-store Maintenance
• Snapshot Management for ESXi/VMware
• Cloning of Virtual Machines/Servers
• Conversion of Physical Servers to Virtual servers Via VMware/ESX Technology
• Exchange/Outlook 2010 troubleshooting / Configuration.
• Unlocked/PW Reset users accounts via Active Directory
• Group Policy Editing
• Lotus Notes email password digestions/Lotus notes Email Client troubleshooting.
• Operational environment consist of over 3000 physical virtual servers
• Migration of Lotus Notes to Outlook.
• Created email accounts for new users
• Created new Lync SIP accounts for new users
• Creating/Closing tickets via Manage Engine, HP Service manager Service Now
• VPN Support via Cisco Any Connect Pfsense Open source Router/Firewall
• Service Now Administration
• Resolving virtual networking issues for VMware
• Sub-netting other networks for department separations
• Created tools to work around daily task using batch extension
• DHCP configuration
• DNS configuration for Server 2008 R2
• Remote Controlling users machines using Bomgar for support
• Avaya One x communicator / One x Agent Configuration Troubleshooting. Ava IC Chat System

Confidential

IT Consultant/Team Lead

Responsibilities:

• Deployment of new PCs.
• Next day tech support.
• Re-imaged PCs to company standards.
• Assisted/managed techs with deployment projects.
• Data migrations from old PCs to new PCs via crossover cables/server.
• Hardware troubleshooting/Software troubleshooting.
• Remote assistance to users facing issues after next day support.

Confidential

Systems Administrator

Responsibilities:

• Provided over-the-phone technical support to clients having computer problems.
• Group Policy Editing / Configuration
• Managing of Windows Server 2003 2008 R2
• Internet connectivity troubleshooting including TCP/IP configuration.
• Troubleshooting of software issues such as Lotus Notes, Outlook 2003, Adobe Reader, etc.
• Troubleshooting of IT equipment such as, OC3 printers, Pocket PCs, and Blackberry Phones.
• Provided remote assistance to users having computer problems.
• Imaged PCs to company standards.
• Provided new hires with proper accounts such as, windows, ATOP, Shares Babel 3rd Party apps .
• PC roll-out in Nevada: hardware upgrade, network setup, basic tech support.
• Daily Backups to company server via FTP tool.

Confidential

IT Consultant

Responsibilities:

• Windows XP and Windows 7 computer roll-outs.
• Cat5 Ethernet cabling.
• LAN setup.
• Hardware troubleshooting.
• Data Wipe.

Confidential

Electronics/PC Tech

Responsibilities:

• Provided customer/member service in various departments.
• Provided information about products in the electronics department.
• Marketed new products by studying the competition.
• Provided over-the-phone support to customers having issues with electronic products.
• In store PC repair.
• Installation of virus protection software.

Confidential

Level 1 Support/Field Technician

Responsibilities:

• Researched error codes and symptoms to arrive at prober resolution.
• Scheduling of on-site visits in situations where phone support was not adequate.
• Isolation of problematic devices through component level troubleshooting.
• Network cabling and crimping.
• Setup of home networks wireless and wired .
• Backup of customer data to CD/DVDs and /or external storage devices.
• Troubleshooting of Windows XP problems and software such as Outlook 2003.

Confidential

On Call Field Technician

Responsibilities:

• Serviced the Metro area for computer repair and maintenance.
• Hardware troubleshooting by isolation techniques.
• Installation of printers and other peripherals.
• Desktop/Laptop troubleshooting and repair.
• Parts ordering and scheduling follow-ups.