WORK EXPERIENCE

Confidential

IT Support Technician

• Provide 3rd level support of desktop, hardware/software, network, VPN, voice, wireless devices remotely.
• Imaging new laptops/desktops for respective business units as well as deployment and software configuration using SCCM configuration manager and OSD.
• Responsible for system backup, recovery and security.
• Tracking and completing support tickets and MACS in Remedy ticketing system.
• Provide support to user's via walk-ups/shouldertaps, Lync messages, emails, phone calls or tickets.
• Change management and asset tracking. Maintaining list of loaner laptops as well as all IT equipment printers, servers, switches onsite.
• Responsible for ensuring network connectivity for users and maintaining multiple servers
• Support of Blackberry and IPhone handheld devices.

Confidential

IT Solutions Analyst

• Provide 3rd level support of desktop, hardware/software, network, VPN, voice, wireless devices remotely.
• Responsible for completion of tickets assigned to 3rd level support in RT and JNexis ticketing systems.
• Imaging of new PC's.
• Provide 3rd level analyst support for proprietary software packages.
• Provide systems support through DSM, Cisco Meeting Room and Remote Desktop.
• Writing of scripts for large system wide software changes.
• Responsible for migration of users from HP boxes to IBM Lenovos.

Confidential

IT Systems Specialist

• Provide desktop, hardware/software, network, VPN, voice, smartphone Blackberrys and Iphones and wireless support for corporate offices both locally and remotely.
• Responsible for completion of tickets assigned to 3rd level support in BMC Service Desk Express. Responsible for all MAC's Moves. Adds, Changes in office.
• Responsible for managing user accounts in Active Directory.
• BES Blackberry Enterprise server administrator. Supported all issues company wide, including other countries, relating to Blackberrys as well as some Iphone issues. Added/removed devices to the BES. Setup Enterprise activations.
• Imaging of new PC's and Laptops using SCCM configuration manager. Responsible for setting up new phone extensions using Phone Master 4.
• Punched down phone lines at the switch.
• Routed voicemail and faxes using Call Pilot Responsible for network drive backups via NetWorker Management Console.
• Setup and ran Polycom video conferencing equipment.

Confidential

Desktop Support Technician II/Deployment Project Manager

• Supervised deployment team technicians and worked with IT managers as well as individual departments leads/managers to develop schedule of data backups to server, determine what software needed to be added back to machines after image, scheduling of the deployment of the hardware and post deployment testing.
• Worked closely with development team to make sure that images were in compatible with new pc's/laptops. Used MS Project and MS Excel to track department refresh schedules and completion dates and needs.
• Use of Altiris software to rapid deploy user's data, pst's, favorites, etc. during refresh. As well as to locate machines with expired warranties to determine refresh date and department location of machines. Provided project task assignments, priorities, schedules and activities for program/project team members as required by the size, complexity, and urgency of each program/project.
• Responsible for the configuration and support of various IT hardware and software as well as LAN/WAN connectivity issues. Provide support by way of installation, configuration, upgrading, troubleshooting and maintenance of IT systems including workstations, peripherals, lines, facsimiles, switches, cables, hubs, servers, scanners, laptops, and printers. Uses Peregrine Service Center to track, update and schedule the completion of service tickets assigned on a daily basis. LANdesk Management Suite used to capture software packages and migrate users to Windows 7. Use of WebAD to add users and machines to the network.
• Responsible for any Moves, Adds, Changes that come through ticket tracking system. Configured and installed new pc's, laptops and peripherals.

Confidential

Systems Engineer

• Provide hardware/software support for desktops/laptops in Windows 2000/XP/Vista environments.
• Used Odyssey Access Client to provide users with secure login credentials. Respond to support tickets via Remedy ticket tracking system. Responsible for support of over 500 call center employees' desktops, laptops, and peripherals.
• Faxcom Anywhere digital fax support.
• Used Active Directory to add computers to the domain, setup new user accounts, reset passwords and unlock user accounts. Responsible for daily backups on file server. Support of local/network printers as well as other peripherals. Responsible for ensuring network connectivity for users and maintaining multiple servers.
• Used Ghost to create images and re-image users' PC's and laptops.
• EMC Networker for backup and recovery of user data across network.

Confidential

Desktop/LAN/WAN Support Technician

• Provided desktop, hardware/software, network, VPN, voice, and wireless support for 80 in-office execs at Verso Paper Corporate office, 5 sales offices as well as 40 remote users for a total of 200 users.
• Setup Cisco VOIP phones, added user accounts, and setup voice accounts using Avaya Communications Manager. Tracked incidents, request tasks and change management using Remedy ticketing system.
• Supported several off-site users using UNIX OS and AS400.
• Supported Linux Server and support of some remote users with Unix devices. Responsible for managing user accounts in Active Directory. Supported remote users via Remote Desktop Connection and LOGMEIN Rescue software.
• Responsible for Blackberry setup/configuration. Also supported any Blackberry issues such as connectivity, synchronization, etc. Assisted with adding users to the BES Blackberry Enterprise Server .
• Supported Solaris and Sun Java desktop users at remote site. Created new user accounts in Active Directory, setup Lotus Notes ID files and IMAC's of Voice over IP phones. Provided on-call support from notifications received via Blackberry. Provided network and print server support. Managed and ran daily backups of file server. Supported Xerox 7300 and 7600 series printers. Added to network and supported printing, copying and scanning features. Troubleshot all systems related issues including software, hardware, network, voice, internet, LAN and WAN.

Confidential

Desktop Support Technician

Provide hardware, software and network support to over 2000 users in 8 buildings on-site at both Smith Nephew and Hilton corporate offices. Ran contracted service calls for issues ranging from pc, laptop and server hardware issues to software as well as networking issues at various locations throughout Memphis area. Responded to, tracked and documented tickets in both Remedy and Unicenter Service Desk ticketing systems for system related issues. Responsible for monitoring three separate ticketing queues. Responsible for disconnecting and reconnecting hardware and peripherals for user moves. As well as ensuring that all necessary network printers were installed. Troubleshooting of over 400 network and local printers. Responsible for developing, testing and installing images on both the Windows 2000 and XP environments for HP, Toshiba and Dell PC's and notebooks. Maintenance and repair of Dell laptops, loading software packages, and hardware repair such as swapping boards, adding memory and installing drives. Replacement included loading image on new pc's, installing any additional software that was company and/or user specific, installing any user specific hardware in a timely manner. Responsible for migrating data from all pc using a SMART server and then restoring the data from the SMART server to the new system.

Confidential

Desktop/Network Support Technician

Provide hardware, software and network support to 200 users on two separate networks in both Windows and Novell operating system environment. Create backups daily using Veritas backup system. Responded to, tracked and documented tickets in both Siebel and Remedy ticket systems for system related issues. Provided telecom support to all end users. Punching down phone lines and troubleshooting and repairing telecom issues. Responsible for relocating of users' hardware throughout facility and setup of current and new software. Responsible for support of any printer related both network and hardware related for printers on dual networks. Created images to be used in setup of new employee desktops and/or laptops. Installed and configured PAL, Remote Access, PC Anywhere and Cisco VPN on users' laptops and/or desktops. Served as company liason on Disaster Recovery team for the implementing system/ network restoration in case of disaster. Responsible for troubleshooting network issues relating to switch and/or router connectivity. Provided weekend and holiday on-call support.