SUMMARY

• IT Network Consultant and Managed Security Service Provider (MSSP) for Medical Offices, Dental Offices, Real Estate Offices, Small Businesses, Service Industry, and Home Users within the cities of Confidential, Confidential, Confidential, and Confidential .
• Extensive Windows networking and troubleshooting, including fresh installs, re - imaging, cloud backup and restore. Tweaking various options with Microsoft Operating systems to increase performance and stability.
• LAN WAN server configurations. Networking configurations utilizing routers via LAN and WAN access on different subnets for security in several restaurants. Ensuring customer Wi-Fi access stays completely separate from internal POS network to maintain Credit Card security.
• Ensuring application functionality via firewall / port troubleshooting for secure and stable operation
• Bar Tender / Server, Restaurant Consultant with Social Media advertising, and IT work for the 16th Street Sports Bar from
• Programed Point of Sale (PoS) systems for restaurants, interfacing with local infrastructure and resources, including installing Wi-Fi access for customers while keeping networks segregated from the internal company network.
• Contracted by Progilisys at Petsmart Corporate HQ, assisting Active Directory clients and Petsmart stores for IT support WAN network support, also did email support as well.
• Training and Support of New Products (Desktops, Laptops, Printers, Phones, Tablets, and Cameras).
• Support of Android, Apple and Windows devices for Home Users and Small Business Environments.
• Installation and Configuration of Local Area Networks and Network Services, Maintenance & Repair of Android, Apple and Windows devices, Citrix / Citrix Metaframe Server and Citrix XenServer / XenDesktop.
• Troubleshooting and Resolving Connectivity and Stability Issues,Virus Mitigation and Removal.
• In Person and Remote Support of Users and Networked Clients using TeamViewer and RDC to Update & Configure remote client computers and to resolve application issues.
• In Person and Remote Maintenance of Network and Infrastructures, including Switches, Routers, and 802.11x Gateway Administration. Maintenance of Synology NAS, Cisco WAPs, Installation and Configuration of HP ProLiant and Dell PowerEdge servers (Microsoft Windows Servers 2008 R2 / 2012 R, Ubuntu Linux Servers).
• Active Directory Remote Server Configuration & Administration (RSAT) ADUC password resets and account creations and account unlocks. Azure Active Directory and GPO Creation and Administration.
• Acted as a liaison between client contacts and Confidential Management to implement hardware and software solutions that ensure the clients’ goals were achieved.
• Installed and configured IBM network rack mounted servers, Cisco routers and hubs, Windows 2000 Server and client workstations.
• Upgraded desktops and laptops from Windows95 or Windows NT to Windows 2000. Installed and configured IBM POS systems. Completed asset tag inventories for workstations and related peripherals. Imaged systems with Norton Ghost, and created images.
• Provided internal and external support and training for Lotus Notes, MS Office Products including Outlook, and Windows 98 / 95, & NT.
• Managed NT Server user accounts and network printing functionality and sustained ISP and web FTP sites with MS Outlook attachments and configurations.
• Maintained mainframe functionality utilizing AS400 system.
• Designed and implemented troubleshooting documents for Windows 95/98 operating systems, on both home and networked business PC’s.
• Provided onsite and Level II telephone technical support for IBM Desktop PC’s and HP home and business PC’s and implemented and instructed employee training courses for a multitude of IT projects.

PROFESSIONAL EXPERIENCE

Confidential

Network Engineer

Responsibilities:

• Directly responsible for the remote maintenance, backup, and configuration and administration of over 8 Red Hat Enterprise Linux Servers and 2 Windows servers in an Enterprise Environment Network Operations Center.
• Troubleshooting network and interface problems with transport vendors.
• Communicating information and issues to Team Members and Management, filing reports, participating in WebEx, Zoom, and Teams meetings.
• Participated in Disaster Recovery Exercises (DRE), At Time of Exercise events (ATOE), and

Confidential

NOC Technician

Responsibilities:

• Working with the Network Operations Team, I performed Cable Auditing of Server Rooms, Monitored Networks, Packet Tracing, Maintenance of Mail Servers, Monitored and Remediated Server Crashes. Traced Fault Tolerance in Cabling, and replacing Cabling as needed.
• Provided Support to Users in Corporate Office and Pet Smart Stores.
• Installation and Configuration of Hardware and Software, remotely and onsite.
• Provide tiered support for call in or email generated incidents and tasks. Manage the incidents or tasks using the incident management, Knowledge Base and request fulfillment processes, in line with Service Desk objectives. Maintain all entered activity data for timeliness, accuracy, relevancy, escalation and status.
• Perform complex, multi-step functions via documentation or verbal, record/report findings or gaps, escalate as needed. Functions include, but are not limited to: Disk Imaging, New Hire Setup, file transfers, application install/upgrade/patch, explaining needed steps to end users and cable re-seating. This could involve leading these actions via phone.
• Propose and create new documentation and make modifications to existing if needed. Leverage knowledge management system for incident resolution.
• Diagnosed and resolved incidents on-site and via remote connections with Software/Firmware (patch/install/uninstall/upgrade/downgrade) and Hardware (repair/replace/upgrade/install/uninstall)

Confidential

Technical Solutions Specialist

Responsibilities:

• Assisted Business and Residential customers and technicians in completing equipment installations, and configuration of services and hardware.
• Resolved Network Connectivity issues (IPv4 & IPv6) on MS Windows, Apple, and Linux operating systems.
• Troubleshooting issues with MS Windows, Apple OSX / iOS, Android and Linux Operating Systems.
• Provided Advanced Network Support for Modems, Routers, and Internet-Ready Devices.
• Submitted tickets via BMC Remedy Ticketing System, provided support for Macintosh OS X (10.4.x Tiger to 10.9.x Mavericks), Microsoft Windows (XP to 8.1), from Registration to Wired/Wireless Connectivity, clearing cache/temporary files, etc.
• Supported Voice over IP (VoIP), Microsoft Lync, Cable Receivers, Tuners and All Digital Devices, Assisted with Internet Registration, DVR, Remote and iGuide Programming.
• Created & Maintained comprehensive lists of Local Offices & Corporate Account Numbers
• Maintained Windows Server and Active Directory for hotel managers and user accounts, across several International Domains. Setting up AD and GPO account rights and access privileges. Maintained Microsoft Operating Systems, Adobe Photoshop, Macromedia Flash, MS Office, and many other software packages. Implemented technical and functional resolutions to business systems and applications through consistent interaction with Best Western International Affiliates and PDR Members. Provided technical materials on PC Protection, Operating System Optimization, as well as 3rd party utilities to increase performance, stability, and threat awareness. Provided Affiliate, Organizer, and PDR Offices with current Internet threats and protective measures.
• Responsible for creation and maintenance of a database of International Properties for various compliance issues and distributed monthly reports to Affiliate offices. Primary Point of Contact for DBA (Data Base Automation) Support for the International Community. Including but not limited to, 24/7 on call availability for critical rollouts. Constant distribution of updated Training and Support Materials related to DBA. Provide internal training to any and all agents that may play a support role of DBA for International.
• Originated ISAR’s which improved the utilization of technology and increased the efficiency of International Member Management. Created training videos, Power Point Presentations, and detailed manuals and SOP to enhance the technical knowledge of International Affiliates and members.
• Participated in Beta testing of multiple software packages, inclusive of documentation, in preparation for roll out to the International Community. Participated as directed at various international meetings, trade shows, BWI Convention and BW International Board meetings. Initiated and participate in special projects and/or committees, as the needs for improvements or changes are determined within assigned region.
• Conferred with Senior Management regarding Affiliate/Organizer concerns and regional matters and periodically acted as representative of Director & Vice President of International Operations, as liaison with the ability to interpret and support BW international programs, policies and procedures. Communicate with Affiliates/Organizers and members on a regular basis within the assigned region to increase communication and improve relations.
• Provide direct support for Property Direct Members / Hotels. Provided training to implement system integration for MemberWeb, and MDTSSL installation / operation in Affiliate / Organizer / Property Direct office where desired.
• BWI global programs and promotions and property reservation system MemberWeb, MDTSSL, Cognos.
• Revised and modified training programs and collateral materials as necessary. Developed effective training on property reservations, administrative functions, allocations, and reservations management.

Confidential

Technician Consultant

Responsibilities:

• Acted as a liaison between client contacts and Confidential Management to implement hardware and software solutions that ensure the clients’ goals were achieved.
• Installed and configured IBM network rack mounted servers, Cisco routers and hubs, Windows 2000 Server and client workstations.
• Upgraded desktops and laptops from Windows95 or Windows NT to Windows 2000. Installed and configured IBM POS systems. Completed asset tag inventories for workstations and related peripherals. Imaged systems with Norton Ghost, and created images.

Confidential

Technical Analyst II

Responsibilities:

• Provided both internal and external support and training for Lotus Notes, MS Office Products including Outlook, and Windows 98 / 95, & NT.
• Managed NT Server user accounts and network printing functionality and sustained ISP and web FTP sites with MS Outlook attachments and configurations.
• Maintained mainframe functionality utilizing AS400 system.