SUMMARY:

• I am an IT professional with over 15 years of experience in solution - building, network engineering and client support for a myriad of technologies from CITRIX to VMware, Active Directory, Exchange, hardware imaging and automation solutions in Windows, MAC and Linux environments to clients in the DC, MD and VA areas. I am eager to share my resources and learn from like minded, dynamic individuals.

TECHNICAL SKILLS:

Software: MS Offcice 2007 for MAC, Blackberry Enterprise Server, Adobe Creative Suite, Active Directory, MS Exchange Server, Microsoft Office, Microsoft Outlook, SYSPREP,DISM (Deployment Image Servicing and Management), Adobe Acrobat, Microsoft SharePoint, HTML, VERITAS data backup and recovery software. Ghost and Acronis, SolarWINS analyzer, Alitris, SMS and SCCM Deployment Systems, Bomgar Remote Utility, Parity, Iron Mountain Connected Backup. Webex One-Click. Microsoft Communicator 2007, Windows SYSPREP, Windows Power Shell, PGP Secure Mail 10, Enterprise Vault. Avaya Softphone.

Operating Systems: Mac IOS 7 and up for IPad and IPhone, Mac OS Leopard and Snow Leopard, Parralells, Bootcamp, Windows 8, 7 and XP, Windows Active Directory Services 2010, Microsoft Server, MS DOS, Unix, Linux (Fedora 6), VM Ware Fusion, View and vSphere, IPhone and IPad OS, Blackberry OS and Desktop Manager.

Hardware: PC Hardware & LAN troubleshooting, CISCO Routers, PBX NEC Neax 2400 IMS, Phone Circuit Boards. TCP/IP, FTP, HTTPS, VOIP.

Languages: HTML, JavaScript, DOS, PowerShell, Win XML.

Ticketing Systems: FootPrints, Remedy, Altiris

Remote Systems: Webex, LogMeIn, Altiris, Windows Remote Assistance

Management Experience: I have over 3 years of IT Management experience. I served as a Technical Lead on Windows 7 Image Automation for CatamaranRx and served as Internet Communications Manager for AAFCS (The Confidential ) - A non-profit entity.

PROFESSIONAL EXPERIENCE:

Confidential

Windows 7 Support Analyst

Responsibilities:

• Served as primary analyst for all incoming iPhone and iPad software and hardware issues. Triaged all cases and managed cases via remedy.
• Acted as department liason for departmental meetings with management regarding SLA’s ITIL protocol accuracy on case handling and monthly helpdesks statistcs.
• Resolving all essential tier 1 (tier 2 when appropriate) technical issues for IMF On and Off-Site staff. This includes and is not limited to network account access, RSA security token functionality, application installation approval and technical assistance, Operating System and Application issues,Enterprise Document Database access and functionality, IMF Hardware such as Laptops tablets and handheld devices.
• Serves as point of contact for IMF staff IT hardware and software security.
• Assisting team lead on projects as needed.

Confidential, CatalystRx/Walgreens/SXC

Senior Helpdesk Analyst/Team Lead

Responsibilities:

• Developed solutions by providing Tier II / III phone, remote, and desk side support for in an enterprise of approximately 1800 users in 10 Locations and supported offshore clients.
• Worked with networking team to provide client activity reports on a monthly basis.
• Team Lead duties included, successfully management, junior and entry level technicians to ensure successful integration onto the team and the CatalystRx IT environment.
• Managed ticketing system; created, tracked, escalated and closed trouble and/or infrastructure change tickets in Footprints. Tracked activities of technical requests to which tickets were assigned to ensure request were resolved in timely manner meeting SLA requirements.
• Provided timely responses to client and management requests. Gave status updates on such requests on a regular basis. Ensured problem ownership and promoted end-user satisfaction.
• Provided HW & SW support for pc’s, laptops, blackberries, iPhones, etc. Managed VMware View 4.0 for 400 users.
• Managed desktop Image automation using Windows Image Server. Built and tested Images and SYSPREP automation for desktops, and laptops for Win 7 desktop and VMWare environments.
• Provided iPad, iPhone and Blackberry support and overall account management for on and off shore staff.
• Responsible for Active Directory administration to include password resets and created, edited and deleted user profiles, etc. Troubleshot network connectivity issues.
• Generated technical guides and articles for support database. These were approved for CatalystRx staff use by IT management.
• Followed set policies and procedures when assisting clients to ensure proper handling of requests.
• Additional responsibilities included: providing Exchange Server 2003 and BES support; creating images for rollout of new Catalyst equipment (Lenovo), and working on a variety of projects (SCCM configuration, vulnerability scan of network infrastructure).

Technologies:VMWare, VMView, Fusion, Vsphere, CITRIX, Active directory, Exchange, SharePoint, Footprints, Remedy, BES, IPad, IPhone. SCCM, DISM, SYSPREP,WAIK, IBM AS400, Cisco Scrutinizer. LAN Shark.

Confidential

Operations Analyst

Responsibilities:

• Provided assistance when needed to the LAN Manager and Senior Applications Engineers with server maintenance, solution development and deployment. Served as the primary point of contact for LM information technology concerns.
• Provided Tier 2, and 3 Help Desk support for all Housing and Urban Development staff in multiple locations across the United States. This was not limited to ensuring connectivity of all PC’s to appropriate network shares, email accounts and databases.
• Supported all Outlook, MS Communicator, LiveMeeting, Lotus Notes, CITRIX, Juniper, and CISCO VPN clients.
• Repaired LM machines when needed.
• Setting up and troubleshot XP VM’s on Apple IMACs using VMware Fusion.
• Administered LM staff network accounts via Active Directory.
• Resolved various MAC and PC issues via Bomgar, SSL-VPN, RDC and Altiris Deployment Agent.
• Administered and managed Active Directory, Exchange, Lotus Notes, MS Communicator, LiveMeeting and CITRIX accounts through appropriate console interfaces.
• Routinely generated technical documents for Confidential Management and IT staff consumption on IT processes and environment applications.
• Provided SCCM and SMS support on a routine basis for Server and Enterprise deployment teams within Confidential .
• Deployed SCCM Client on all newly built PC’s and Laptops and configured Configuration Manager to allow advertised package pushes.
• Troubleshot and remediated SCCM client issues ranging from SCCM system file corruption to invalid registry keys. Checked Group Policy and Active Directory security s to ensure proper access to the SCCM deployment servers.
• Provided root-cause analysis for SCCM client remediation throughout all Confidential domains (over 7,000+ users). Root-cause reporting was retained on SharePoint.
• Regularly assisted with enterprise software OS and application updates being applied to all clients via SCCM.
• Provided exchange and network analysis to assist in enterprise intrusion detection and prevention.
• Routinely monitored exchange account size and remediated according to Confidential and Housing and Urban Development policy.
• Repaired and built LM machines when needed.
• Administered and managed LM staff network accounts and security access via Active Directory.
• Resolved various MAC and PC issues via Bomgar, SSL-VPN, RDC and Remote Assistance Deployment Agent.

Technologies:VMWare, Vsphere, CITRIX, Active directory, Exchange, SharePoint, Footprints, Remedy, BES, IPad, IPhone. SCCM, DISM, SYSPREP,WAIK, Altiris, Cisco Scrutinizer.

Confidential

Systems Analyst

Responsibilities:

• Provided Tier 1, 2, and 3 Help Desk support for all JHU/APL staff in multiple locations. This was not limited to ensuring connectivity of all PC’s to appropriate network shares, email accounts and printing resources.
• Assisted other ITSD sections with secured data loss prevention and clean up when needed.
• Repaired JHU/APL machines when needed.
• Administered JHU/APL staff network accounts via Active Directory.
• Resolved various MAC and PC issues via Bomgar, SSL-VPN, RDC and Altiris Deployment Agent.
• Provided assistance when needed to the LAN Manager and Senior Applications Engineers with server maintenance, development and deployment. Served as the primary point of contact for JHU/APL information technology concerns.
• Regularly assisted with enterprise software OS and application updates being applied to all clients via Deployment System (DS).

Technologies:CITRIX, Active directory 2008, Exchange 2008, Computer Services, Remedy, BES, IPad, IPhone, Bomgar, Altiris, Fedora, Red Hat.

Confidential

Desktop Engineer

Responsibilities:

• Provided Tier 1, 2, and 3 Help Desk support for all IQ Solutions staff in multiple locations. This was not limited to ensuring connectivity of all PC’s to appropriate network shares, email accounts and printing resources.
• Built and maintained all staff desktop resources including restoring lost data when necessary.
• Managed all staff network accounts ensuring security of all crucial data.
• Provided assistance when needed to the LAN Manager and Senior Applications Engineer with server maintenance, development and deployment.

Technologies:Active Directory 2003, Exchange 2003, SharePoint, BES, IPad, IPhone.

Confidential

Internet Communications Manager

Responsibilities:

• Served as the primary point of contact for AAFCS’ information technology concerns .This included providing redundancy, disaster recovery and networking solutions.
• Provided Tier I, II and III helpdesk support for AAFCS staff.
• Provided all AAFCS website content management and website development.
• Routinely provided AAFCS website with in-house graphics and interactive animations and menus.
• Performed blast emails on a consistent basis through GetActive.
• Performed basic LAN /WAN troubleshooting such as removing the appropriate registry key using regedit to clear the old RDC license information in the appropriate Microsoft directory of XP’s registry.
• Performed basic Telecommunications troubleshooting such as checking PBX NEC Blackbox web interfaces to look for any anomalies in users account settings and adjusting them as necessary.

Technologies:Active Directory 2000, Exchange 2000, Veritas, Symantec total Security (Enterprise), Mac Server X. Tiger OS for MAC. Adobe Creative Suite Professional, JavaScript, HTML, CSS, WebTrends.

Confidential

Customer Service/ Technical Support

Responsibilities:

• Handled all customer calls regarding wireless account and equipment issues.
• Troubleshot wireless phone, PC air card and wireless Internet connectivity and functionality issues.
• Handled bill resolution, contract status, account payments and equipment orders and account maintenance.

Technologies:All Third Party Proprietary Consoles - Ran on Windows XP over Windows Server 20003