Dear Sir or Madam

• I'm inquiring about the open position posted. I am currently working for Compucom Systems Inc. supporting 2000 plus clients on contract for GE Capital on a daily basis as a Senior Service Desk Consultant. I have accrued over twenty years of IT industry experience after serving ten years in the US Air Force. I hold a Bachelor's degree in Computer Science from Draughon College, along with certifications including A , MCSE2003, MCITP and ITIL V3. My background and experience is in all levels of Sr. Technical Support, including supporting the federal government. I have extensive hands-on experience with the latest technologies and standards. My daily interaction and technical expertise with the user community as always, is a main stay with this job or past contracts I have worked.
• I am confident that with the qualities I possess, along with my passion for IT, I would be an asset to any growing company as a Senior support analyst ,Help Desk support engineer, Network support, Administrator or Migration Engineer/Specialist. I look forward to meeting with you in person to learn more about the position and to further discuss my qualifications.

Technology Summary

Work Experience

Confidential

Senior Service Desk Consultant G.E. Capital

• Supporting 2000 clients for GE Capital in support of domestic and international corporate finance.
• Providing level I, II, III desktop support in a secured environment.
• Supporting MS Office 2010 as well as in house application troubleshooting daily.
• Remote control tools, VPN, outlook and storage.
• Support of Windows/Linux/MAC laptop, desktops in various offices, basic principles of telephone systems, internet services, electronic mail, and web services Utilizing SCCM 2012 as well as VDI setups and heavy Citrix Zen and SAP client support.
• Break fix, swaps, terminations and new client setup.
• Heavy Active directory, file permissions mapping drives and answer any client questions supporting vast array of user issues.
• Ensure high availability of host computers and network resources, ITSM/Service now ticketing system is being used

Confidential

Sr. IT Support Engineer

• Supported 9000 clients in an IT Support role in a Windows based environment.
• Support for Lotus Notes, Office 2010, Outlook 2010, SMS, VNC remote control viewer as well MDT/SCCM support for desktop deployments, applications, patch management, software pushes that are applicable to Northeast Utilities daily functions.
• Hands on daily with LANDesk and Service Now/ITSM ticketing system as well.
• Brought on as a Sr. consultant in a Sr. Supporting role averaging 40-50 calls daily as well as providing Office 2010/Back Office applications support and guidance to team members and clients alike.
• Provide VMWARE VSPHERE Client support build, configure and deploy VMs and templates.
• Mac OS X 10.5, 10.6, IMACS, and MacBook Pros in enterprise environment.
• Completed Physical-to-Virtual P2V , Virtual-to-Virtual V2V and Virtual-to-Physical V2P migration of Windows desktops and servers 2000, 2003, 2008, 2012 as well as Linux servers from VMware, Hyper-V and legacy hardware as well as Network admin functions such as activating accounts, unlocking accounts, password resets and also provide Wireless and VPN setup and CITRIX access.
• Automating, testing, building and maintaining Windows Client desktop images, Deployment experience with Windows 7 utilizing the Microsoft Deployment Toolkit MDT extensive experience with SCCM 2007, 2012, and Altiris 7.1 for deployment migrations.

Confidential

Senior Analyst III

• Completed a successful rollout of Windows 7/Office 2010 to 70,000 users in 174 sites around the world.
• Handled multiple projects while simultaneously performing helpdesk calls, break-fix issues and networking related issues.
• Experience with SCCM 2007 and Altiris software.
• Responsible for Telephone, E-mail and hands on Support for computer hardware and software problems.
• Installation of PCs running a variety of software packages as well as resolving end user HW and SW issues quickly and efficiently.
• Complete all service ticketing, including problem resolution, hours used, location, etc.
• Install and troubleshoot MS Office applications.
• Effectively communicate with all employees, customers, vendors and guests.
• Install and maintain MS Windows Operating Systems.
• Working with minimal supervision, maintained the ability to prioritize and multi-task critical issues daily.
• Extensive work with Service Now/ITSM Ticketing system.

Confidential

Tier III Support Analyst

• Responsible for monitoring and supporting all outage related events within Lockheed Martin Flight Services Station supporting over 1,500 users.
• The resolution of any services affecting any or all Hardware or Software events within the Global Infrastructure of Flight Services was a daily job function within the Network Operations Center I supported and handled daily.
• Additional responsibilities include coordinating break fix for windows XP, vista and windows 7.
• Desktop and Laptop support, which were on Dell and IBM systems.
• Verify service impact to the users, send out status updates, dispatch the appropriate subject matter experts and identify root cause to implement a fix as well as participate in many maintenance activities to include Server patching, Upgrade's, troubleshoot issues remotely and in person.
• Network related problems encountered on a daily basis such as no connection, outlook issues, and Microsoft office issues, OS issues as well in an XP and Windows 7 environment.
• All Maintenance requests to include scheduling and Unscheduled activities were coordinated by myself at times when on duty as well.
• Well versed in all aspects of supporting end users issues daily taking incoming calls and multitasking when needed.
• Handling and coordinating any trouble tickets that came my way for support of Lockheed Martin Service Desk and engineering teams.
• Used and maintained some of the Active directory database for adding new users, editing ,adding computers to the network, group and single permissions as well.

Confidential

Consultant Tier III Support

• Contract engagement for the State Dept. Working in both Falls Church, VA location and Main State Dept. in Washington D.C.
• Job functions included, Help Desk support for approximately 800 users working with specialized Passport Operations using SQL 5 and 2000 Applications in an XP environment.
• Maintaining tickets in Remedy 7 as well as Crystal Reports and tracking SLA's.
• Daily duties included Break/Fix for Hardware/Software, MS Office 2003, 2007, Outlook troubleshooting and DELL, HP Desktop and Laptop troubleshooting.
• All applicable applications associated with State Dept Visa/Passport programs supported as well.
• Other job functions included, setting up, activating new accounts, and configuring users to work with State Dept type Applications using Active Directory.
• Workstation imaging of several different type OS systems and some specialized application imaging of State Dept. Applications.
• Utilized ITSM/Service Now Ticketing system responsible for managing and developing service now for lifetime fitness and design service catalogs for project requests.

Confidential

Network Support/Network Admin

• Support Lotus Domino Server 7, 8, 8.0.1 as well as Lotus client 6- 8.01 and Notes Traveler 8.0.1. MS Exchange 2003/2007 mail and all 2003-2008 Domain Servers to include IBM Web Sphere portal server 6.1.
• Daily administration to new users i.e. accounts, changes, Active Directory.
• Provide Firewall support utilizing Watch Guard Firebox x700 Core Firewall, X Edge x15 Firewall and X Edge X50 Firewall.
• Support for 400 and 406 switch boxes Bennet Communications .
• Provide full video conferencing support for all three locations with Glow Point Communications as the service provider.
• Travel to NY location once a month to provide network support as needed- new server builds, software installs, VoIP service etc.
• Provide Point-to-Point T1 service utilizing our 2400 Kentrox routers- monitor of packet drops, line faults, and speed test's weekly on circuit.
• Provide day-to-day support and administration for all users, new and existing, providing Lotus Notes 6 and 7 administrative tasks and fixes.
• Provide all backups of servers i.e. 2003 Domain Servers, Lotus Domino, MS Exchange 2003 servers, Veritas 10, 12 on all app servers as well Using Veritas 10 and Net backup with IBM Total storage device.
• Provide virtual machine configurations for Environmental Protection Agency contract- I Configure and setup VM's for two developers who work with EPA.

Confidential

Analyst Consultant

• Supporting NIH/NEI Contract providing desktop and network support of several type networks i.e. Linux OS and Windows 2003.
• Provide day-to-day support for end users within several sites on NIH Campus
• Providing server support for Linux OS to end users and MAC support as well.
• Remedy ticketing system is being used to track and respond to calls that come in daily.
• Provide image solutions and repair for various workstation builds with specific software and hardware needs of customers.
• Provide network printing setup and troubleshooting as well as daily network problems that arise such as administrative needs as well as file permissions and software issues on a daily basis.
• Provide backup support for senior engineer for router and switch enabling when tasked.
• Tasked to lead and assist in server migration with lead engineer- successful completion over a weekend. - Server builds- Windows 2003 domain server build and configurations.
• Enable/Disable switch ports on Cisco 6500 routers.
• Involved with LSR automated patching process for Linux internal network day to-day support to Windows OS 2000/2003- and Linux OS for LSR group.
• Maintain all computer Linux lab equipment builds-configurations and hardware support as well.
• Attended Double Take training for a week and Netapp Web training as well for upcoming backup support roles.

Confidential

Network Support, Tier II/III Consultant

SSA Contract

• Supported Social Security Agency contract working at the data center in Woodlawn, MD.
• Daily tasks included Working CAPR calls and all in house SSA applications apx 800 users at 11 sites, DailyServer Monitoring and break/fix type calls.

Department Of Energy

• Provide Tier II/III Support for over 6000 customers with 35 Sites and supporting 120 servers daily.
• Migrated 1350 customers from Win NT to Active directory, Exchange 2003 environment.
• Daily interaction with customers utilizing Tivoli Access Manger, Citrix Meta frame, configuring VPN as well as troubleshooting and providing expertise to most junior engineers when needed.
• Exchange 5.5 and 2003 configuration and monitoring, Active directory and SMS as well as Lotus Notes 5 to 6-migration team.
• Used Applix and Remedy databases to track calls and or 'Special Projects'.
• Setup cluster servers for firewall and monitoring of over 120 servers nationwide.
• Provided nightly back-ups using NT Back-up and veritas net backup as well.
• Built Dell servers from out of box and have working knowledge of Raid drives i.e. 'Hot Swapping' if needed.
• Have worked with Compaq servers from ground up and provide technical documentation when needed.
• Possess Dell Hardware expertise i.e. 2450 power edge.
• Working knowledge in an Active directory design and configuration environment in a windows2003environment. 2003environment. Utilized Web Design skills in a Java tools environment.

Confidential

Support Analyst

• Completed two multi million dollar projects for Humphrey Management Company.
• Built and configured Four NT 4.0 based servers. Snap Server, VPN, SQL Server, Web Server.
• Provided support for 400 users daily.
• Maintained UNIX SCO System for GEAC Accounting System .
• Provided support for WEB Hosting utilizing TCP/IP, DNS through UUNet.
• Involved in all Planning and Decision making process for new equipment and software.
• Worked with all NT 4.0 and Novell 5.1 Administrative functions when tasked.