SKILL:

• Change Management
• Business system analysis
• Active Directory
• SCCM
• System changes
• LAN/WAN
• Microsoft Office
• Java Support
• Procurement processes
• Change management strategy and plan development
• Windows 7/ 10
• Contingency Support
• Troubleshooting endpoint issues
• VPN
• Microsoft Teams, Skype
• Sharepoint
• Citrix
• Project management
• Server Provisioning
• Technical Writing

WORK EXPERIENCE:

Confidential

Network Engineer

Responsibilities:

• Server Provisioning for Data Centers, everything from getting Quotes, ordering, placement and getting servers networked,
• Creating Technical articles. Ordering parts, memory, NICs, HBA’s, familiar with Dell and HPE Servers, project management

Confidential

Systems Administrator

Responsibilities:

• Responsible for working on the Desktop App Assure team. Working with clients to provide application remediation services to customers as they migrate to Windows 10.
• Checking applications that worked with previous versions of windows to work with windows 10. From remediating install issues, application running issues to compatibility errors. Using sysinternals, Hyperv & application compatibility toolkit to shim applications. Worked with vendors to check for latest versions of software.
• Scope a customer’s issue by collecting the relevant facts; investigating the problem by doing research & by involving other teams as needed.
• Supported .NET applications from the system engineering background
• Documenting technical work and research in detailed & comprehensive manner using One Note.
• Responsible for supporting Technicians in the field performing Windows 10 migration at retail bank branches.
• Manage the bridge line to provide level 2 and 3 support to the field technicians.
• Remote into computers to update missing files. Utilized Active Directory to make sure workstations were in correct OU
• Work with field technicians to test and support peripheral devices such as VeriFone’s, Ad master printers and check scanners.

Confidential, Charlotte, NC

Senior Analyst

Responsibilities:

• Responsible for providing support for a wide swath of Bank lines of business including, Consumer, Banking, GWIM & US Trust clients; along with these group’s Middle & Back Office teams.Familiarity with Market Data applications such as Reuters & Bloomberg
• Worked with Change Management Team, planning with rollouts, system changes, remediation efforts, & working with Lines of Businesses to communicate those changes & working with their schedule. This all also involved working with vendors & infrastructure team, attending Change Management meetings: Deploying a set of actionable & targeted change management plans - including a communication plan, plan; Drive out specific change tasks & deliverables, facilitate organizational change events when required
• Support change management at the organizational level. Define & measure success metrics & monitor change progress
• Oversaw many change management projects including analyzing business needs, setting goals, getting stakeholder agreement, & being involved in the implementation & support afterwards. This involved system upgrades and divestures among other projects
• Have a strong understanding to the financial industry & other sectors that impact the organization change programs Involved in procurement processes for the LOB’s and managing their orders working with the bank’s hardware deployment center
• Monitored project progress by tracking activity, resolving problems, publishing progress reports, recommending actions
• Supported .NET applications from the system engineering background, Provided support for SQL, Oracle setup & connection issues
• Work with Development, QA, & Production Support teams to communicate, verify, & test the desired functionality changes
• Member of OS Build Engineering Team attending meetings & providing feedback & input to support team & LOB’s
• Maintains system protocols by writing & updating procedures to create articles in the knowledge database
• Prepares technical reports by collecting, analyzing, & summarizing information & trends; Recommends controls by identifying problems, writing improved procedures.
• Accountable for existing computer-based business systems to evaluate effectiveness, & develops new systems to improve production or workflow as required
• Maintains professional & technical knowledge by attending al workshops, reviewing professional publications; establishing personal networks, benchmarking state-of-the-art practices, participating in professional societies
• Determines operational objectives by studying LOB business functions, gathering information; evaluating output requirements & formats.
• Responsible for leading communications efforts for business readiness & contingency, including setup, testing, maintaining sites & support
• Worked with Microsoft SCCM, providing application installs, OS Builds, troubleshooting endpoint issues, reviewing log files, scheduling pushes, both the server side & on the client side
• Provided LAN/WAN network support/Resolve Internet and network connectivity issues, including Wi-Fi Setup & deploy Hewlett Packard & Dell workstations & laptops in a production environment
• Provide local & remote helpdesk/desktop support to internal & external clients utilizing Remedy call tracking
• Perform initial investigation of systems issues worked across the organization to resolve
• Worked with programmers/developers, clients & vendors to provide resolution to production problems
• Provided application support to 500+ internal & external clients using AS/400 & Tandem based applications
• Responsible for client set up, maintenance of client accounts, & security administration utilizing Active Directory
• Provided call reporting from stats received via ACD phone line & call tracking system
• Involved with the OS Build implementation attending planning meetings & offering input to the process
• Setup and troubleshoot Blackberry’s, Microsoft Surface devices, laptops & desktops
• Installed & troubleshoot issues with Windows 98, 7 & Windows 10. Also provided Beta testing & build planning
• Provided Java support for Java based applications, such as mylearning, in-house web based applications and external applications, working with different versions Java Runtime depending on application. Troubleshooting & deployment and remediation efforts. This involved working with Java in different browsers such as IE and Chrome.
• Supported Cisco VPN & Citrix for remote access; Setup, configured, & troubleshoot personal printers & network printers
• Used Xenapp & Citrix for remote access to virtual desktops & remote desktop for clients working from home
• Troubleshoot Citrix issues on laptops and other mobile devices and troubleshoot Citrix related application issues re. connectivity
• Over 95% Customer Satisfaction and Platinum Winner for Support

Confidential, Charlotte, NC

Systems Engineer

Responsibilities:

• Developed a Small Business Initiative to sale and service small accounts fewer than 100 workstations
• Developed business plan, marketing information, and prospect list Conducted sales calls and set appointments
• Worked with partners to develop strategic alliances
• Responsible for pre-sales consulting/ Assist with coordination of vendor relations
• Responsible for being team lead for Office 2000 migrations. Attended Microsoft’s Office 2000 Dev. And Depl. Conf
• Team Lead for NT 4.0 Workstation rollout for the City of Charlotte, NC
• Led team of eight technicians responsible for installing and configuring Win NT workstation in 1500-seat rollout
• Trained Technicians on installing and configuring NT image, applications, Outlook profiles and network printing
• Responsible for working with Desktop team’s development, testing and rollout of a standard image for a diverse enterprise environment focusing on Win95/NT
• Worked on Migration team to plan, coordinate, and implement city-wide migration from an integrated Novell-NT LAN/WAN with WFW, Win95, and Win NT clients to a pure NT environment
• Performed TCP/IP, DHCP and IPX/SPX troubleshooting for local and remote sites, Responsible for network installations & on-site support
• Proficient with Dell, Gateway, and Compaq hardware configurations.
• City of Charlotte Help Desk support engineer. (WFW; Win95; NT)
• Responsible for Network and application installations for Mariner Healthcare.
• Team Lead for Office 97 rollout for Okuma to over 700 users

Confidential

Support Engineer

Responsibilities:

• Responsible for providing TCPIP/RAS support to Fortune 500 users using NT 3.51- 4.0 servers. Including configuration and troubleshooting of DHCP, WINS, and DNS. Documented cases and providing hot fixes to customers.
• Provided cross-site support to team members and other departments. Provided 24x7 support for NT
• Responsible for providing support for Windows 3.0, 3.1, 3.11, 95, Plus Pack and Internet Explorer 3.0. Responsible for Supporting MSDOS
• Provided Internet to a users group at local library
• Responsible for providing Tier Two Support in a three tier environment. Reviewing articles and delivering
• Responsible for Supporting Word 2.0-6.0 across on both Windows OS and Mac systems
• Provided and coaching to new engineers. Member of Office 95 Preview Program
• Assisted in the planning National Support Forum meeting for unit and Member of Site Morale committee
• Created HTML Documents for team and unit Team Labor tracking and beta testing new software
• Beta tested Windows 95, member of MSDOS 6.0 roll out team