SUMMARY

• Over 20 years working in the Information Technology Industry as an Application Packager, Enterprise Migration Engineer, Network Engineer, Analyst, Technician, Administrator, Project Supervisor and Help Desk Specialist.
• I have experience working with Application compatibility, systems migrations, COTS configuration, router configurations, switches, VOIP, IP addressing, enterprise migrations, Active Directory, blackberry, network connectivity, email systems, desktop support, servers and management in LAN and WAN environments.
• I have a proven ability to adapt to new environments, technologies and to be a valued team player.

TECHNICAL SKILLS

SYNOPSIS: Troubleshooter… Application Packager… Windows XP to Windows 7 32bit & 64bit Enterprise Migration Engineer...Software Developer…SCCM Engineer… Systems Integration… SCCM Administrator…Network Systems Engineer II…Transform Network Engineer… Network Operations Technician…Network Administrator… Confidential Customer Support Analyst… VOIP Technician…Sr. Desktop Support Technician…Desktop Engineer…Field Project Supervisor…System Administrator

Software: Citrix, XENAPP Desktop/Profiler, Thin Client, Streaming, Clustering, Wise Studio Application Packaging, WiseScript, MSI Installshied, Flexera Adminstudio, Microsoft App - v, VMWare ThinApp, XenApp, XenDesktop, Application Virtualization, MSI packaging, SCCM 2007 R3, Outlook, Systems Center Operations Manager, Active Directory, Remedy, Nagios, HP Openview, Lucent Imerge VoIP, Lotus Notes, TrackIt, HP Autonomy Interwoven Worksite, iMange, VBscript, Powershell, Cscript, Wscript, VMware Workstation

Hardware: Cisco Router, Cisco Catalyst 6500/2900 XL Series Switches, Cisco 2600 Series Multiservice Platforms, Cisco PIX 500 Series Security Appliances, IBM Desktop, DSL, Cable, ISDN, T1, Frame Relay, Dell PC, Blackberry, Gateway PC, Ethernet, ATM

OS: Win95/98/ME/2000/XP x86 64bit/ 64bit/Vista/7 32bit 64bit/2008r2/Win10, Cisco IOS, Cisco VPN, Citrix Cluster, Linux, UNIX

Other: TCP/IP, LAN/WAN, DHCP, DNS, Thin Clients, LAN, Whats UpGold, VLAN, Overclocking, WINS, Cacti, LanSurveyor, Radius, TACACS, VMware Workstation, VMware Vsphere, VMware View

PROFESSIONAL EXPERIENCE

Confidential, Raleigh, North Carolina

Windows 10 Application Packaging Standards Engineer

Responsibilities:

• Collecting and understanding requirements
• Agreeing to and documenting packaging standards
• Overseeing and managing changes to those standards
• Providing guidance and support to developers and third-parties on adherence to the agreed standards
• Providing 3rd-line support and vendor escalation of technical and process issues arising from production use of the standards.
• Engineering and encoding packaging standards into application scanning technologies such as AppDNA
• Creating, updating and maintaining automated workflows, applying packaging standards in an AppDNA or similar database.
• In-depth, hands-on understanding and experience with MSI, App-V (4 and 5), VMWare AppVolumes sequencing/streaming technologies across both W7/W10 and Windows server (published desktop) platforms
• Significant experience in the design and implementation of pre-/post-installation, installation, uninstall, upgrade and patch packaging and scripting in an enterprise-scale environment with heavily controlled end-user profiles (GPO, privilege management, etc.)
• Experience in creating complex Transforms for already MSI packaged applications and complex conditional MSI Feature design methods.
• Experience with Flexera AdminStudio, InstallShield, etc.
• Very strong VBScript and PowerShell scripting skills
• Experience in the design, creation and related governance of application packaging standards.
• Utiliized SCCM deployment toolset for administration and pre-deployment testing

Confidential, Newark, Delaware

Windows 7 Systems Engineer

Responsibilities:

• Engineer the core desktop platform and supporting infrastructure in line with our key objectives of Automation and Stateless Desktop
• Research options providing functional and technical written evaluations of products and operating system upgrades and patches
• Develop, organize and maintain standard operational procedures
• Create and maintain systems documentation for testing and validation
• Maintain relevant and current knowledge and be a leader, within assigned technical fields
• Prioritize work efforts, multi-task in a very fast-paced environment, and provide timely and clear updates
• Create and lead configuration management processes, while following all change management guidelines.
• Ability to work independently without intensive oversight - must be a go-getter and take initiative on a regular basis finding ways to avoid problems proactively rather than just fixing them after the fact)
• Initiative and ability to research problems independently, finding root cause
• Architect experience of VMWare AppVolumes, Citrix XenDesktop and Symantec Flexra desktop and application virtualization technologies
• Strong knowledge of OS image creation using Microsoft Deployment Toolkit and extending the Microsoft tool set into the enterprise
• Strong Experience in Deploying and Operating Windows Confidential the SA level with a strong bias towards automated deployment and operations experiences.
• Solid foundation designing and implementing distributions with Active Directory and Group policy
• Excellent oral and written communication skills; including documentation
• Utiliized SCCM deployment toolset for administration and pre-deployment testing

Confidential, Parsippany, New Jersey

Windows 7 64bit Thinapp Application Packager

Responsibilities:

• Experience with VMWare desktop and application virtualization in support of shared service and virtualized desktop solutions.
• Must have knowledge of ORCA (an MSI inspection and editing tool), process explorer, MSIexec, application paths, system variables, .dll hooks, isolation modes, and WOW64to32.
• Experience with application virtualization and packaging (ThinApp, SMS, SCCM, Radia, Admin Studio or Wyse installer) for enterprise environments.
• Experienced in scripting language (i.e., Visual Basic, Power Shell)
• Understanding of Active Directory
• Utiliized Altiris deployment toolset for administration and pre-deployment testing

Confidential, Wilmington, DE

Windows 7 64bit Desktop Packaging Engineer

Responsibilities:

• Maintenance, administration, and training on the use of the software repackaging and automated deployment environment including automated deployment and repackaging utilities, hardware and software inventory databases, repackaging servers and client replication.
• Responsible for the successful packaging and automated deployment of complex software applications, software upgrades, and service packs to the client environment.
• Worked with the Senior Desktop Engineers, IT Project Managers, and Information Security to determine the priority, criticality and timeframes for deployments.
• Utiliized SCCM deployment toolset for administration and pre-deployment testing

Confidential, Norwalk, CT

Windows 7 64bit Desktop Process Consultant

Responsibilities:

• Problem, Change, and Release management support services for Win7 migration program.
• Create, improve, and provide oversight on the execution of Win7 initiatives.
• Collect and communicate trend analysis and conduct major problem reviews.
• Identify and escalate risks to the delivery of the Win7 program and review processes for improvement.
• Continually improve processes based on feedback and diagnostic results.

Confidential, Chester, VA

Application Packager

Responsibilities:

• Repackage application installs for over 85 Commonwealth of Virginia Agencies using Wise Package Studio.
• Worked with application owner to define requirements and develop design documentation.
• Oversee application package and deployment testing.
• Remediate applications to work within Windows 7 platform.
• Schedule and perform software distributions using Altiris and SCCM.

Confidential, Washington D.C.

Software Integration Engineer &Application Packager

Responsibilities:

• Supported 10,000 end user migrations from Windows XP to Windows 7.
• Used Flexera Adminstudio/Installshield 10 for repackaging legacy Windows XP applications for use in Windows 7.
• Built and configure MSI packages using MST transforms to meet packaging requirements.
• Modify application configuration files, file locations, and registry entries as well as creating custom actions using VBScript.
• Performed package validation and resolved Internal Consistency Errors (ICE)/ Warnings.
• Used Office Customization tool (OCT), Windows Automated Installation Kit (WAIK), and Microsoft Desktop Optimization Pack (MDOP) for customized installation of Microsoft Office 2010, Windows 7, and additional virtualized applications and plugins.
• Virtualized existing application catalogue using Microsoft Application Virtualization, (AppV).
• Evaluated new applications for support and integration into existing environment.
• Interacted closely with project managers and end users to assess whether their expectations are being met in a satisfactory manner and to address any additional concerns.
• Documented the steps and procedures for all application builds, installs, customizations, configurations, testing procedures, testing results, and troubleshooting guidelines.
• Performed quality assurance testing and analysis on all the packages in a simulated end user environment before deploying to pilot testers and production environment.
• Extensively leveraged VMware vSphere virtual environments running on ESX servers for application packaging, building, testing, and deploying
• Utiliized SCCM deployment toolset for administration and pre-deployment testing

Confidential, Richmond, VA

Software Developer & Systems Integration

Responsibilities:

• Maintain the general operation of the infrastructure applications environment including performance, reliability and efficient use of applications, presentation servers, virtual servers and network resources.
• Architect, configure, administer and maintain centralized workstation infrastructure in support of business requirements, which may include any combination of traditional workstations, thin clients, hybrid client and/or centralized or virtualized shared workstation delivery servers.
• Create and maintain automated application deployment packages (downloads, inventory packages, etc.)
• Develop software installation scripts/streams and provide code review for complex software installations.
• Assist with hybrid workstation rollout projects, such as O/S migrations, Office 2010 upgrades, Windows 7 upgrades, and Anti-Virus software upgrades that require senior level workstation integration knowledge.
• Frequently and consistently communicate project status, technical direction and project requirements to IT members as appropriate.
• Application packaging using Citrix profiler, Wise studio, and Admin studio for physical and virtual environments. Applications packaged into .msi and advertised via SCCM. Virtualized applications using App-v and advertised via citrix client and app-v client.
• Utiliized SCCM deployment toolset for administration and pre-deployment testing

Confidential, Petersburg, VA

Information Technology Systems Administrator

Responsibilities:

• Duties include SCCM administration and special projects.
• Primary special project was assessment, integration and testing of Dell Kace platform for providing patch management, application delivery, license management, and reporting functions.
• Responsible for antivirus deployment and patch management for 5000 client environment with ipads, android tablets, netbooks, laptops, workstations, virtual classroom environments, etc.
• Scripting skills include creating, developing and maintaining various scripts, queries, wrappers, streams and applications for the purpose of automation, efficiency and ease of user interaction using VBscript, Wise Studio, and Microsoft Installer - .msi - technologies.
• Performed all initial testing in virtual environments that I've personally built from bare metal including virtualPC, VirtualServer, ESX, ESXi, GSX, and VMware workstation.
• Create/maintain hybrid workstation images and build new systems with standard imaging process. Responsible for process and procedures for hybrid image build and support checklist.

Confidential, Richmond, VA

Executive Technical Analyst

Responsibilities:

• Support infrastructure within desktop support, mobile phones, audio/visual services, telecommunications/video conferences, small number of windows servers, backups and VoIP phone systems.
• Assisted in procuring all software and hardware for HQ as required and approved by Manager.
• Responsible for timely resolution and proper reporting of User questions and problems.
• Responsible for correct set up and placement of PC hardware and software.
• Assisted in education and training programs for IT and business unit personnel.
• Assisted IT Manager in preparing/tracking IT invoices, hardware and software licenses, ATT billing/usage
• Responsible for local mobile phone administration, billing, ordering and support.
• Prepared presentations, requests for proposals, and requests for research for budget items in MS Word, Excel and PowerPoint.
• Primary responsible party for the maintenance and utilization of the Richmond video conferencing facilities.
• Served as mentor to helpdesk technician providing guidance during troubleshooting process, training on new products and assistance in development of skills.
• Responsible for local site server administration tasks. Responsible for server backup operations.
• Responsible for administration on the local telephone systems (PBX, Voicemail). Responsible for local phone administration VoIP PBX.

Confidential, Quantico, VA

Systems Administrator

Responsibilities:

• Provided on-going technical support and management oversight of MARCORSYSCOM (IT) operations required to maintain operational levels.
• Operated, configured, and troubleshot Tandberq video teleconferencing equipment and everything associated with the secure and unsecure VTC system and network which included both IP and ISDN.
• Systems Management and Administration, Information Assurance, Service Desk services, Navy/Marine Corps Intranet (NMCI) Service Support and Service Delivery, and Video Teleconference and Command Conference Room support.
• Provided a highly-professional and concerned customer support experience to the end user community, and favorably representation for the Office of the CIO.
• Provided expert technical troubleshooting of IT assets, installed and configured equipment, and ensured configuration accountability.
• Liaison between customer and NMCI for relevant NMCI issues (and other vendors for non-NMCI issues).
• Data recovery for customers impacted by hardware failure or corrupted OS.

Confidential, Richmond, VA

Transformation Network Engineer

Responsibilities:

• Configured routing tables, trunk connections, and port settings.
• Defined IP addresses, VLANs, and Spanning Tree Protocol.
• Troubleshot network device connectivity and WAN/LAN interconnectivity.
• Responsible for day to day network outages and ongoing transformation/migration project.
• Supported daily Network Operations for 170 statewide corrections centers and parole offices.
• Configured Cisco IOS 4000, 6500, 3750, and 2600 devices (routers, switches, appliances) for use on ATM and MPLS networks. Troubleshot network delays, routing loops, incorrect network routing.
• Special projects support when needed. Active Directory Domain administration.

Confidential, Virginia Beach, VA

Customer Support Analyst

Responsibilities:

• Operated in 24X7X365 Fiber Solutions Center providing fiber to home activation support.
• Answered incoming calls from customers with order inquiry and/or trouble reports.
• Analyzed and isolated troubled conditions. Initiated service order corrections and changes.

Confidential, Richmond, VA

Senior Lead Desktop Support Technician

Responsibilities:

• Provided tier 2 desk side installation, support and troubleshooting for bank and IT users.
• Supported blackberry PDA installs, upgrades, and broadband tethering.
• Configured and deployed network printers and other associated hardware.

Confidential, Richmond, VA

Network Operations Center Technician

Responsibilities:

• Monitored data center server environment along with multiple MPLS and VPN connections using BGP, EIGRP, and OSPF.
• Tested and verified server function and connection integrity utilizing custom scripted applications and commands.
• Identified, isolated, and escalated internal server, LAN, and WAN issues.

Confidential, Richmond, VA

Network Administrator

Responsibilities:

• Implemented project to migrate 400 Dell desktops from Windows 2000 to Windows XP.
• Utilized Norton Ghost 9 image server to perform migration.
• Performed network closet cabling, wiring, tracing, and punch down and PBX administration.
• Provided tier 2 desk side support for local call center environment.

Confidential, Richmond, VA

Desktop Engineering, Tier III Helpdesk

Responsibilities:

• Dell environment providing specialized support for desktops, laptops, and thin clients.
• Supported rollout of mission critical applications to remote access users.
• Provided support to onsite techs and users during SMS/Zen application deployments.
• Provided dedicated remote access installation support.
• Troubleshoot remote access connectivity over a broad spectrum of LAN and WAN environments.

Confidential, Richmond, VA

Field Projects Supervisor

Responsibilities:

• Hewlett Packard environment providing support for over 5000 desktops, laptops, and thin clients.
• Provided additional support for over 400 handheld devices including PDAs, Blackberries and tablets with both PALM and Windows Mobile Media 5 Operating Systems.
• Developed and outlined procedures and best practices for imaging, deploying, and updating all customer interface devices.
• Developed and specified QA requirements for deploying applications to various end-user environments.
• Provided support for SAP ERP implementation project.

Confidential, Richmond, VA

Technical Support Specialist

Responsibilities:

• Citrix Server cluster administration and troubleshooting.
• HP and Wyse thin client terminal service and support.
• Customer facing service and provided support for 500 onsite users and 60 applications including Invision, Lotus Notes, Cisco routers, Cisco switches and Blackberry.
• Ethernet and wireless LAN troubleshooting, configuration, and support within a mixed Dell, Gateway, and HP environment.

Confidential, Fredericksburg, VA

Tier II Support Technician

Responsibilities:

• Active Directory domain administrator. Monitored network operations center.
• Troubleshot, escalated, and resolved incidents per SOP parameters.
• Investigated solutions outside of stated parameters.
• Performed hourly application and systems integrity checks.
• Troubleshot, trained and resolved issues regarding VPN, network connectivity, Windows OS, MS Office 2003, Citrix Cluster, Cisco VoIP, Router & Switches, SMS, Microsoft Operations Manager, Track It Ticketing system, ACT 8.0, Blackberry and various web services and clients for local and remote users.

Confidential, Richmond, VA

Network Systems Engineer II

Responsibilities:

• Managed a team of network technicians in 24x7 call center.
• Prepared hourly reports of critical network outages.
• Provided feedback to Network Technicians on center objectives.
• Managed the active restoration of IP, MPLS, IP over Frame Relay, and IP over ATM data circuits. Received 9 weeks of Confidential & Confidential specific training on CSU, DSU, MUXES, Multiplexors, BGP, EIGRP, OSPF, Frame-Relay, T3-OC98, MPLS, and VoIP.
• Monitored line loads, alarms, and errors on various Cisco equipment (switches, routers, security appliances.

Confidential, Richmond, VA

Internet Services Help Desk Tier II - Acting Supervisor

Responsibilities:

• Assisted in education and training of corporate personnel in software and information systems.
• Investigated and resolved executive escalations which included SCC and FCC complaints.
• Provided technical support to end-users with hardware, software and network related issues.
• Provided provision, support, and troubleshoot WAN/LAN connectivity throughout Virginia, Maryland, Delaware, Pennsylvania and New Jersey. Provide guidance and mentorship to technicians.
• Developed, coordinated and implemented internet and telecommunication related procedures and projects to suit changing business needs. Managed end-user support of email, DNS, Radius, and Web servers.
• Researched, tested, implemented and troubleshot VoIP.
• Cisco Router Troubleshooting. Developed knowledge and expertise of Telephony, DSL, T1, ISDN, VPN, web hosting, email hosting, dialup in an ISP environment, TCP/IP protocol, sub netting, ATM, BGP, EIGRP, OSPF, POS, LANs, WANs, VLAN, VPN, Frame Relay, Cisco, Radius, Modem Pool, Cisco Catalyst 0 XL Switches, and Network infrastructure.

Confidential, Richmond, VA

VoIP Research, Development, and Support Technician

Responsibilities:

• Provided 2nd level support to Confidential 's residential and business customers.
• Troubleshot Lucent Imerge VoIP over DSL and T1 connections.
• Troubleshot configuration issues involving software conflicts and network protocols.
• Developed knowledge and expertise of telephony switching concepts, VoIP protocols, Cisco router configuration, Cisco Catalyst Switches, TCP/IP Networking, and Lucent iMerge VoIP gateway configuration.