OBJECTIVE

Be an active team member of a business or an industry where I can continue to develop and enhance my skills within my field in IT Operations for the benefit of both the company and myself, always keeping in sync with their mission, vision and values.

PROFESSIONAL EXPERIENCE

NETWORK ANALYST

Confidential

• Handle all IT operations for organization we are a 24/6 operation so job calls for monthly rotational after hour support, a company phone is given to us with a laptop to provide support remotely.
• Server builds, cisco switch configurations, cisco wireless controllers
• Troubleshooting hardware software
• Desktop/laptop builds
• Experience with Quest One Active Roles
• Dell environment
• Acronis for imaging desktops/laptops.
• Gemini ticking system
• McAfee Safe boot encryption
• SCCM 2012
• Veeam Backup Replication v7
• Symantec Backup Exec
• Experience with JDE Edwards
• Media Displays Ice Cloud
• Websense Triton Cloud Security blocking websites through AD groups.

SR. TECHNICAL SUPPORT SPECIALIST

Confidential

• Provide technical support in a high volume sales call center environment which included virtual call center as well, also provided 24/7 support on rotation remote assist software. Travel to 5 locations in Delaware County to have direct interaction with upper management.
• Recently promoted to SR. Technical Support Specialist Oct. 2013 under a year of service to the company.
• Ticketing tool Desk through Sales force.
• Remote Tools: Log me in, Team Viewer and Join Me.
• Managed Google Apps, for business unit.
• Project Lead - Office 365 migration from Google Apps in Nov. 2013, including SkyDrive, SharePoint and Office 2013.
• Administrator O365 SharePoint Portals which includes permissions, site collection lay-out, site creation, and break-fix requests.
• System Administration set up access for new hires and did a lot of terminations.
• Trend Micro Worry Free Advanced Push updates manually to PCs across LAN/VPN, virus control and use to push policy to users, usually websites.
• Setting up Androids, iPhones for upper management to receive emails, Google documents
• Active Directory group policy
• Managed Ruckus wireless controllers Zone Director 1100.
• Lite Show display presentations wirelessly.
• Migrated MS Server 2003 to MS Server 2008 R2.
• Moved over 100 end users from old domain to new domain.
• Created a knowledge base for company installations using OneNote.
• Managed terminal server.
• Supported Five9 CTI adapter with Salesforce.com interface.
• Experience as a Sales force Administrator
• Administrator of Five9 setting up users, IVR, campaigns, groups and dispositions.
• Performed consistent moves of peripheral equipment, computers, printers etc.
• Familiar with Polycom phone system through Comcast Business.
• Maintained assets and inventory of PCs/laptop and printers.
• Vendor relationships with Dell, Five9 and Comcast.

FIELD LAN ENGINEER

Confidential

• 14 years' experience in a Fortune 500 company call center environment.
• Field Engineer in Crum Lynne, with 300 users.
• Attention to detail and precision, solid work ethics concerning meeting deadlines and reliability.
• Communicated to management on any changes that occur to LAN.
• Excellent organizational skills and ability to prioritize workload.
• Supported users globally through SCCM.
• Direct contact for our headquarters in Chicago to work on projects, change management and problem escalations.
• Responsible for monitoring and servicing tickets in team queues. Held accountable for owning service tickets and driving through resolution.
• Experience working directly with vendors to resolve issues within our call center services. Vendors including Siemens, Avaya, NICE, Verint, HP and EMC2.
• Administrator PBX/ACD/Phone Mail system Siemens Rel. 9006 .
• Experience with Avaya 9620 system.
• Avaya CMS
• Avaya Communication Manager 6.2
• Avaya Call Center 6.2
• Site Administrator for Avaya to perform Add/Moves Changes
• Administrator of call recording/monitoring for QA systems NICE 8.8 and Verint QM Monitoring 7.8 SP2.
• Familiar with Verint Desktop and Process Analytics and Workforce Management.
• Maintain various servers including AD 2003/2008 and other servers including CTI servers, Call Bridge server, OnBase server and call recording servers. Provided month to month patching, resolves any file server problems through research or vendor. Duties include, but are not limited to: Daily monitoring of all production file servers, infrastructure, telephony and other essential equipment in call center.
• Change Management processes.
• Ensuring successful backup and archiving off all essential data to Iron Mountain.
• Knowledge of Hyland OnBase.
• Knowledge of EMC2.
• Server builds through Change Management.
• Manage network printing for all HP/Xerox devices.
• Migrating call center servers to new releases Blue Pumpkin and NICE
• Actively supports and implements corporate standards, policies and procedures.
• Provided technical support globally using SCCM.
• Support Blackberry devices for Directors, VP and working knowledge of BES for Exchange.

Technical Experience

• Windows 2000/XP/ Windows 7 Environment
• Familiar with Microsoft System Configuration Manager SCCM
• Imaging Desktops/Laptops
• PGP 9 data encryption/decryption
• Windows 2000/ 2003/2008 Server support/troubleshooting/patching/migrations
• Qualys Guard
• Microsoft Baseline Security Analyzer 2.2
• Active Directory
• ARC Serve 11 for backups
• MS Office 2003/2007/2010
• Experience Cisco Routers/Switches hardware replacements
• NICE Systems 8.8
• Blue Pumpkin Director Enterprise 4.5
• Verint QM7.8 SP2 Quality Monitoring Administration
• Verint Desktop and Process Analytics
• VMWare
• Sales force CTI
• Five 9 CTI
• Sales force Administration
• Call Bridge Technology
• PBX Support, HICOM Siemens PBX.
• VOIP Support for Avaya, Communication Manager 6.2, CMS Supervisor, Avaya Call Center
• Terminal services
• Desktop Support/ Laptop Support/ System Application Support/Remote Tools