SKILLS EXPERIENCE:

Confidential

IT Support Specialist

• Serve as IT Specialist maintaining the entire IT environment for a small company with 50 end-users.
• Research and recommend hardware/software purchases to bring the IT environment more current and to provide scalability for future company growth
• Create a Windows domain environment for central administration of users, computers and policies. Company currently has a workgroup environment. As part of the domain environment, create DNS, DHCP and file share services.
• Document the whole IT environment and associated processes, policies and procedures. Create a small SharePoint site for collaboration, starting with the IT group.
• Implement a Help Desk solution, using Freshservice, to keep track of incidents, changes and assets.
• Repair and troubleshoot all company hardware PC's, laptops, printers, etc.
• Support and troubleshoot software for management and staff applications
• Train users on the use of new hardware/software and policies

Confidential

Technical Support Analyst

• Serve as Level 3 support for automation and deployment technical issues at Air Products and Chemicals, a Fortune 500 company, with 20,000 employees and 1700 servers around the world
• Provide SCCM 2012 Infrastructure support
• Create, change, remove, re-configure SCCM subnet boundaries
• Build SCCM Distribution Point servers, when needed
• Provide 3rd level support for client software delivery issues
• Analyze CCM logs for, but not limited to, missing content source, missing software updates and lack of distribution points
• Troubleshoot missing applications from the App Catalog
• Provide PC Build support
• Field tickets from the build techs who have trouble building PC's
• Analyze logs, verify NAC, validate data in Remedy deployment tool records, clean out SCCM of any duplicate records/data
• Remediate network saturation issues caused by SCCM content distribution
• Fulfill requests for SCCM reports or customization of those reports
• Carry out tasks/ projects requested by Automation, Deployment, or SCCM Infrastructure Engineering Teams
• Assist engineering teams in testing solutions
• Deploy monthly security patching and monitor compliance
• Analyze logs for failed deployments, content distribution statuses, failed software and security updates

Confidential

Level 2 Help Desk

• Perform advanced troubleshooting tasks for end users at Air Products and Chemicals, a Fortune 500 company, with 20,000 employees around the world
• Provide worldwide level 2/3 support for end-user computing issues including knowledgebase documentation, direct end-user support and communications for incidents and problems pertaining but not limited to:

Operating systems

• Windows XP and Windows 7
• Hosted Desktop, VDI Citrix
• Printing
• Virus, spyware, malware, firewall
• Security
• Software distribution - SCCM
• Connectivity network, vpn, remote connectivity, wireless, etc.
• Junos Pulse, Whale VPN, Network Connect
• Messaging and Groupware, including faxing, Office Communicator, Live Meeting, web-based email, cloud-based email, standard email, calendaring, and smart phone support.
• PC hardware
• Applications, including MS Office Suite, hosted Citrix and virtualized applications.
• Virtual sessions Citrix, persistent and non-persistent virtual desktop, including vdi and hosted desktop as well as virtualized applications
• Provide assistance with and testing and documentation for level 2 and 3 engineering and technical support teams including security, risk, desktop engineering, printing, remote connectivity, software distribution engineering, messaging and groupware engineering, and various desktop offerings.
• Provide data retention for employee departures - copies of My Documents, work-related files, e-mail, calendar, and personal mail files captured and given to manager, as approved by Security.
• Provide executive-level support and/or consultation where needed, including off-site setup and monitoring where necessary

Confidential

Network Administrator

• Perform network administration tasks on over 500 Windows 2003 and Windows 2000 servers at over 25 locations nation-wide
• Administer all aspects of Active Directory to include Users and Computers , Sites and Services , Domains and Trusts , DNS and group policy.
• Work with other team members in cleaning up and re-organizing Active Directory, to include Organizational Units and group policies, as the previous structure was developed in a fashion more similar to a Novell environment.
• Install and test VMWare in anticipation of a major server consolidation project
• Primary Network Admin supporting WSUS, which is used in the Windows Updates patch process of all servers.
• Configure and monitor Symantec Endpoint Protection servers and clients
• Install, configure and administer SafeAccess, a Network Access Control NAC product
• Install, configure and administer Websense, the corporate web content filtering solution.
• Assist in developing and implementing disaster recovery process for the enterprise
• Migrate users and computers of a recently acquired company from an NT 4.0 domain into the Olympus Windows 2003 domain.
• Assist team members in major tech refresh project in which half of the corporate servers will be upgraded to new hardware
• Recommend and test software to enable smooth administration of the corporate IT environment
• Build servers, destined to be used in the new Olympus SAP implementation, using the SAP IQ process
• Managed a major file server consolidation project. This included setting up a two-node Windows Server 2008 file server cluster. We consolidated five servers, with approximately 10TB of data, into this new cluster.

Confidential

Network Administrator

• Primary Network Administrator supporting 35 Windows servers and 1100 desktops at over 10 worldwide locations.
• Recommend and implement measures to secure corporate IT environment
• Administer two-node Exchange 2003 cluster with over 1100 mail boxes
• Manage 2003 Active Directory environment to include DNS, user and group management and creating Group Policies
• Set up a Windows Server Update Services WSUS server to manage corporate server and workstation patching
• Installed and configured Websense Enterprise Manager, an Internet monitoring/filtering application
• Maintain corporate antivirus environment using Symantec Antivirus Corporate Edition, version 10
• Responsible for backing up over 1TB of corporate data using Veritas Backup Exec, version 10
• Tasked with upgrading company's payroll software package ADP from version 3 to version 5. This included setting up a Terminal Server for approximately 25 users to connect to the back-end ADP database.
• Do research and make recommendations on purchasing software and hardware.
• Instrumental in purchasing a new Help Desk tracking application called Track-It and customizing it to corporate needs
• In addition to Network Admin duties, monitor Help Desk queue and assist customers with day-to-day issues

Confidential

Network Administrator

• Perform local area network administration tasks on more than 600 Windows NT 4.0, Windows 2000 and Windows 2003 servers for PPL, a Fortune 500 company.
• Assist in major migration, to include application testing, to Windows 2000/2003 of more than 200 servers.
• Administer virus protection using Symantec Antivirus Corporate Edition 8.11 and later for all corporate servers and workstations.
• Research, test and deploy the latest Microsoft patches to all servers. Also, develop back-out plans which could include removing the patch and restoring the server to its previous configuration should a patch adversely affect a server.
• Ensure that all policies related to the Sarbanes-Oxley Act SOX are strictly adhered to. This includes following the corporate change management process to the letter. Image, using Symantec Ghost, and configure new servers with corporate standard Windows NT 4.0, Windows 2000, and Windows 2003 images.
• Perform backup/restore operations on all servers using Tivoli Storage Manager v5.2.0.1 and Veritas Backup Exec v9.1 .
• Monitor System and Application event logs to troubleshoot existing and potential problems on all corporate Windows-based servers. Also, monitor Security event logs to identify potential unauthorized access to servers.
• Train/Mentor new and less experienced team members.
• Troubleshoot issues submitted via Service Center problem tickets created by customers who own applications on servers.
• Create and manage more than 6,000 user and 1,200 group accounts. SKILLS:
• Ability to work as part of a team, and be a significant contributor
• Ability to develop creative solutions to complex problems
• Strong troubleshooting and root cause analysis skills proven across a broad range of technologies
• Strong presentation and communication skills
• Ability to understand the business needs of an organization
• Ability to adapt to an ever-changing, agile workplace, and thrive in it
• Strong enterprise-wide systems focus
• Operating system expertise: Windows NT 4.0, 2000, XP, Vista, 7, 8, 2003, 2008, 2012
• Install and configure Active Directory, DNS, and DHCP in Windows 2000, 2003, 2008 and 2012 Server
• Install configure hardware including RAM, hard drives, network cards, video cards, sound cards
• Knowledge of networking components, standards, protocols, topologies, and access methods
• Microsoft Office, Internet Explorer, ServiceCenter, BMC Remedy, BMC Service Desk Express, Symantec Backup Exec, Symantec Ghost, Microsoft Exchange, Dell OpenManage, HP Insight, IBM RSA, Windows Server Update Services, VMWare, Track-It Professional 6.5, SCOM 2007, SCCM 2007 and 2012, SQL 2005, Websense Enterprise Manager 6.3, StillSecure SafeAccess, CyberGatekeeper, Symantec Endpoint Protection, Whale VPN