OBJECTIVE

To strengthen my IT skills further where my 16 years of experience will add value to your company's operation.

EXPERIENCE Employment History

Confidential

Network Technician III

• Perform routine network systems administration to include addition/deletion of users and hardware/software, defining access rights, implementing and ensuring compliance with security procedures and policies set forth by the agency.
• Established planning and implementing of desktop computer migration and new purchases to be maintain in an inventory systems. The configuration, installs, testing, troubleshooting, repairs and monitoring of server's hardware/software including desktop computers, data/video/VoIP phone communication systems, including peripheral devices, wiring and cabling to ensure connectivity and functionality.
• Provides customer service through a custom built help desk ticketing system to resolve or ensure resolution of problem diagnosis/assessment and repairs.
• Maintain and updated the agency's databases that interface with the State of Delaware Criminal Justice Information System DELJIS or Judicial Information Center JIC .
• Help advises and train users on the operation and capabilities of hardware and application software.
• Plans, schedules, installs and tests software updates and hardware upgrades conducts needs analysis of equipment, software, network security, budget, disaster recovery concerns, and training and equipment resources to plan and recommend network changes in ways that meet agency's needs. Coordinates network expansion with agency technical staff, consultants, contractual vendors or DTI.

Confidential

Network Administrator I

Configures, installs, tests, troubleshoots, repairs and monitors operation of LAN hardware/software including desktop computers, data/voice/video communication systems, including peripheral devices, wiring and cabling to ensure connectivity and functionality. -Identifies and resolves network and telecommunication system malfunctions including connectivity and functionality for mainframe and remote access and other connections/interfaces start/restart network after disruptions or failures using computer diagnostic tools and software run system backups resolves desktop computer problems. -Provides customer service through central help desk function to resolve or ensure resolution of problem diagnosis/assessment and repairs. Maintains database of user problems and resolution. -Performs routine network systems administration to include, but not limited to: addition/deletion of users and hardware/software, defining access rights, implementing and ensuring compliance with security procedures and policies, purchasing hardware/software through state contracts, planning and implementing desktop computer migration and maintaining inventory control systems. Advises and trains users on the operation and capabilities of hardware and application software. -Plans, schedules, installs and tests software updates and hardware upgrades conducts needs analysis of equipment, software, network security, budget, disaster recovery concerns, and training and equipment resources to plan and recommend network changes in ways that meet agency's needs. Coordinates network expansion with agency technical staff, consultants, contractual vendors or DTI.

Confidential

Lead Computer Support Analyst

• Provided Faculty, Staff and Students with Tier 3 technical support.
• Provide Helpdesk and in-person support to end users in all departments.
• Documented all resolutions in ticketing system for future reference of problems Track-it or ServiceNow .
• Configured Network resources shares, printers, rights/permissions, applications
• Performed troubleshooting of network issues at the switch level in coordination with network operation.
• Provided all other Help Desk support such as resetting passwords, configuring emails, computers, printers and specific software.
• Configuring computers for the campus domains.
• Help with configuration and implementation of Group Policies within student labs domain.
• Help with the configuration of DHCP, DNS and SMTP for computer peripherals.

Confidential

Interim Associate Director of Academic Computing

• Manage a full time staff of 5 with 8 student workers to support all Campuses.
• Responsible for the day to day operations of the Helpdesk as an administrator.
• Assigning of work orders to Helpdesk Staff.
• Handle Budgeting and Requisition for the Office and Division.
• I generated Reports for VP of Technology.
• I was the Title III Grant Activity liaison for the Division
• I was responsible for the streamlining of technology on campus.
• I was POC representing the department at all university functions.
• I was involved with some project management initiatives.
• Created and implemented SLA's within help desk ticketing systems Track-It and SNOW.

Confidential

Student worker: Computer Tech

• Maintain various computer labs on campus.
• Troubleshoot and repaired computer issues.
• Trained customers to use computers and application efficiently.
• Performed data conversions and repairs of customer data in order to meet specific program requirements.

Confidential

Computer Operator

• Supported personnel with all ERP applications and desktop support.
• Aided over 800 stores nationwide with POS and computerized cash register issues.
• Built and configure all POS machines.
• Distributed reports daily to all department heads and VP's
• I ran inventory control programs for stores nationwide
• Generated PO's for Merchandise Deliveries
• I monitored systems performance