SUMMARY:

Obtain a position to capitalize on my extreme technological, data analysis, team building/leading, and quality assurance expertise; to use my intricate attention to detail, customer service, and self - motivation skills as I will continue to keep a near perfect track record completing extensive self-assigned and company assigned goals.

IT SKILLS:

• Knowledge of Network Connectivity / Network Monitoring
• AD/DS - Active Directory / Domain Services, DNS, DHCP, TCP/IP
• Ip Address Management - DNS - Name Resolution, Name to IP
• Firewall and IPS monitoring and management
• Barracuda Spam & Virus Firewall 400 Configuration
• Antivirus scanning and remediation
• Experienced with Hardware Installation
• Brocade DCX 8510-4 Etc. (Physical racking & configuration)
• Cabling (Cat 5/6/7 Coax) & (Fiber Optics)
• Hitachi: Network Attached Storage
• Confidential NAS Platform
• Confidential Virtual Storage Platform N Series
• VSP Platform 5000 Series
• Proficient with Microsoft Office Suite & Lotus Notes
• Remote Desktop Protocol (Bomgar, TeamViewer, VNC)
• Proficient with Windows versions XP - 10, Microsoft Server 2008 2k8,12/Enterprise
• Knowledge of Ticketing Systems for Troubleshooting Documentation
• Cherwell & Service now.
• Ability to Learn New Procedures Quickly and Efficiently
• Install, Configuration, Troubleshooting of Windows 2k8,12 Virtual Appliances, VLANS
• VM Player V. 5.0.2 build: 1031769
• Application software installation, troubleshooting, and updating (Patch Management)
• Mobility Support with iOS + Air watch Administration
• ITIL & Six Sigma (Yellow Belt) Fundamentals

WORK EXPERIENCE:

Confidential

Senior Systems Engineer

Responsibilities:

• Worked on Windows Server 2012, Windows 7/10 (Client's) and SERVICE NOW & Cherwell ticketing system
• Analyzed Log File's and performed troubleshooting depending on various POS issues.
• Supports end users proprietary applications including MS Office, Web Portals, Remote client services and applications including MS Terminal Services, RSA VPN client Software(Cisco/Avaya phone, Rumba Mainframe, Citrix, Expense Management, Bit9, Lotus Notes.)
• Worked on Citrix XenApp 5.0, 6.5 and 7.6 Xen App/ Desktop, Azure
• Experience using Remote Desktop support (Microsoft Remote Desktop & Bomgar/VNC) to observe, assist and resolve issues remotely. Configured VH1, VH2, LPCC and FIREWALL.
• Experience with using Patch management tools (Decisions and SCCM, Altiris). Deploy packages to remote servers and registers using Decisions. Monitor, modify and/or delete collections from SCCM.
• Acted as a core member in a project to provide back - end software support and hardware troubleshooting for third-party technicians in-store. Creation of KB Articles to help guide/assist newer L1 s and troubleshooting.

Confidential

Service Desk Analyst

Responsibilities:

• Excellent communication skill (both written and verbal).
• Having knowledge and experience in the areas of problem determination, creative solutions, and analysis (Problem / Incident management)
• Ultimate responsibility for ownership of all incidents or logged service requests
• Identify opportunity for and implement process improvements
• Track the incidents to conclusion in line with SLAs and quality standards
• Responsible for proper escalation, performing root cause analysis, and resolving high - level problems.
• Responsible for Team communications and updates, Planning, organization and management of the work
• Basic Knowledge of Active Directory, Groups & Troubleshooting applications
• Handling access related tasks and issues.
• Creating and administrating user accounts and group resources.
• Installing software and application to user standards.
• Configuring and troubleshooting desktops, laptops.
• Familiar with hardware tools like servers, printers, VoIP, networking, and telecommunications devices.
• Excellent interpersonal, Analytical thinking, planning and good presentation, along with the reporting skills.
• Problem analysis, use of judgment and ability to solve problems efficiently.

Confidential

Analyst

Responsibilities:

• Provide Level II support to the client.
• Identify and escalate priority issues.
• Resolve end - user incidents and process requests upon first contact via Phone, Email and Chat
• Escalate user issues to appropriate resources when necessary.
• Perform software, hardware and basic network troubleshooting.
• Follow up with end-user when necessary.
• Deliver outstanding and expedited customer service with best practice and principles.
• Clearly document user issues and troubleshooting steps.
• Maintain technical documentation.
• Perform other duties as assigned.

Confidential

Field Service Engineer

Responsibilities:

• Performs preventative maintenance and unscheduled maintenance work as directed.
• Work with a high degree of independence and able to resolve most unscheduled maintenance work without technical support.
• Performs installations and de-installations of products and a wide variety of peripheral equipment as directed.
• Maintains excellent working relations with field personnel, home office personnel, and management.
• Performs the administrative duties associated with the job, including ADP electronic expense reports, Time Centre weekly time cards, Siebel functions such as Field Service Reports, Failed Parts Forms, and quality-related work.
• Assures that all paperwork is completed neatly, accurately, and submitted promptly.
• Must be prepared to work overtime and odd hours on occasion and travel as required.
• Responsible for maintaining good customer relations.
• Responsible for maintenance of assigned tools/test equipment and spare parts.
• Responsible to return parts in the required time frame.
• Responsible to promote, both internal to the company and externally, the image and reputation of HMSA.
• Performs training of less experienced technicians.
• Performs other duties as assigned by the Service Area Manager.

Confidential

Network and Computer Technician

Responsibilities:

• Repairs
• Internet Set - up
• Upgrades
• Internet Sharing
• Diagnostics Remote Assistance
• Maintenance
• Wireless Networking
• Virus Removal
• E-Mail Set-up & Security
• Data Recovery Home/Office Networking
• VALLEY WIDE Services We drove to the businesses & clients house/apartment complexs.
• SpyWare Removal
• FREE Protection Software
• Data Back - up/Transfer Equipment Set-up & Configure DISCOUNT for PORA & HOA*
• PC Sales New and Used
• SmartPhone & iPhone Setup & Sync

Confidential

Technician

Responsibilities:

• Provide technical support and resolve technical problems using in - house computers, company software, in-house knowledge base, and third party connection software.
• Troubleshoot and resolve calls from all customer queues.
• Creates trouble tickets and document resolution steps in the ticket.
• Maintain detailed and up-to-date notes on all customer tickets and assigned in-house projects, as well as accurately accounting for all time spent on resolutions.
• Help property personnel and fellow employees with technical support/product information issues in a professional, courteous and timely manner.
• Assist with installing and configuring various hardware/software interfaces with property staff and/or assist their vendors as needed.
• Provide remote support for hospitality software via support clients and Remote Desktop.
• Also assist customers with network troubleshooting and printer issues.