SUMMARY:

• I have been in the information technology field since 2007. I have performed in hardware and software implementations and upgrades, network configurations, troubleshooting and diagnostics, as well as help desk support, end user, and consulting roles. I hold several technical s and have excellent communication and interpersonal skills.

TECHNICAL SKILLS:

Software/Tools: MS Office, Open Office, Corel, VMware, Cisco, McAfee, Norton, AVG, Trend Micro, MBAM, TCP/IP, FTPPlatforms Windows 9x/2000/XP/Vista/7/8/8.1/10, Mac OS, Linux, iOS

Key Skills: Help Desk, Systems Analysis, Project Management, Technical WritingEnd - User: documentation, End-User materials, Active Directory, Server Administration SAN/NAS administration, DNS, SMTP, network security, ServiceNow, Symantec Endpoint Encryption

PROFESSIONAL EXPERIENCE:

System Engineer

Confidential, Des Moines, IA

Responsibilities:

• Performed onsite to VIP users.
• Performed machine swaps at remote Mercy Medical locations.
• Actively engaged end-users to answer their questions after their machines were upgraded from Windows XP to Windows 7.
• Prepared and distributed documentation to all users affected by the upgrade that provided answers to the most common questions asked about Windows 7.
• Escalated tickets as necessary to ensure minimum downtime for affected end-user.
• Technical knowledge & proficiency in system administration, network maintenance, hardware maintenance, operating systems, Linux, Windows (All versions) & MS- DOS and the willingness to learn and effectively apply new technologies.
• Analytical thinker, consistently resolving ongoing issues, often called upon to consult on problems that have eluded resolution by others.
• Extensive exposure to a comprehensive range of team activities, thrive on working in challenging environment.
• Demonstrated problem analysis/resolution skills, ability to troubleshoot, solve problems quickly & completely.
• Excellent client management skills innate ability to build strong, lasting and mutually beneficial relationships.
• Network processing, centralized and distributive network connection
• Installing, configuring and administering network technologies
• Ample knowledge in Windows 98 \ Me \ Xp \ Server\2008 Server\Linux Server
• Active directory management, NTFS security, disk quota management
• Installed and configured Symamntec Endpoint Encryption per client spec.
• Good understanding of OSI Model, TCP/IP protocol suite
• Solid understanding of Bridging and switching concepts and LAN technologies
• IP addressing and subnetting, Routing concepts
• Switches: Basic Configuration & VLAN setup on Cisco 1900, 2950, 2960 Switches.
• Router: Basic Configuration & monitoring of Cisco 2500, 2600, 1800
• Vlan: configuration, switching isl, dotlq
• Back-up and restore of all critical resources including router & switches IOS, Outlook, DHCP, DNS
• Functioning knowledge of wan solution, protocol HDLC,PPP well working acquaintance in Linux environment
• Deployment of OS via RIS
• Working knowledge of, DHCP Server, DNS Server, Proxy Server on Linux and windows perate FTP SSH Samba Server in Linux Environment
• Linux Shell Scripting
• Security administration port security on switch and IP security on Router via Access list
• Familiar with web technology HTML CSS
• Setting up Secure NFS Servers with multiple Clients for File and Disk sharing.
• Setting up SAMBA servers, to enable Windows clients to communicate with Linux without the need of additional software on the Windows side.
• Configuring NIS Servers for Centralized and secure Password and Login Management
• Linux user management creating, changing group, and assign permission on resources
• Recover of root password securing terminals
• Used Linux as router
• Computer assembling and maintenance.
• Troubleshooting hardware and software problems.
• Installing and configuring the peripherals, components and drivers.
• Installing software and application to user standards.

Environment: Windows 7 Enterprise, Office 2010, various travel insurance related programs

Security Architect

Confidential, Des Moines, IA

Responsibilities:

• Established and communicated a corporate security incident response plan and was available to lead the team through an incident.
• Established a corporate vulnerability management process that built upon existing corporate process
• Provided leadership in the threat and vulnerability assessment process
• Communicated with other members of the security team to keep senior leadership apprised of the risks and threat landscape. Offer recommendations on the best course of action to stay in line with budgets and resources
• Engaged across IT and the business to ensure an understanding of the importance of information security to protect Perrigo’s data and technology assets
• Partnered with assurance/audit/compliance/privacy and legal teams
• Kept abreast of and recommended new information security technologies as well as risk management practices to facilitate business initiatives
• Serve as an expert technical resource
• Promote, initiate, and mature tactical initiatives that align with the Council on Cybersecurity’s Critical Security Controls

System Engineer

Confidential, Stevens Point, WI

Responsibilities:

• Lead team of contractors on the day shift coordinating between Microsoft Technical Lead, Night Deployment Team and the client to ensure proper scheduling and deployment of end user machines.
• Prepared daily schedule of machines to be upgraded and/or replaced.
• Actively engaged end-users to answer their questions after their machines were upgraded from Windows XP to Windows 7.
• Prepared and distributed documentation to all users affected by the upgrade that provided answers to the most common questions asked about Windows 7.
• Escalated tickets as necessary to ensure minimum downtime for affected end-user.
• Provided end-user support to 75 at-home sales personal in phase II of this project.
• Served as a liaison between end-user, management and deployment team in coordinating schedules for remote staff.
• Technical knowledge & proficiency in system administration, network maintenance, hardware maintenance, operating systems, Linux, Windows (All versions) & MS- DOS and the willingness to learn and effectively apply new technologies.
• Analytical thinker, consistently resolving ongoing issues, often called upon to consult on problems that have eluded resolution by others.
• Extensive exposure to a comprehensive range of team activities, thrive on working in challenging environment.
• Demonstrated problem analysis/resolution skills, ability to troubleshoot, solve problems quickly & completely.
• Excellent client management skills innate ability to build strong, lasting and mutually beneficial relationships
• Network processing, centralized and distributive network connection
• Installing, configuring and administering network technologies
• Ample knowledge in Windows 98 \ Me \ Xp \ Server\2008 Server\Linux Server
• Installed and configured Symamntec Endpoint Encryption per client spec.
• Active directory management, NTFS security, disk quota management
• Good understanding of OSI Model, TCP/IP protocol suite
• Solid understanding of Bridging and switching concepts and LAN technologies
• IP addressing and subnetting, Routing concepts
• Switches: Basic Configuration & VLAN setup on Cisco 1900, 2950, 2960 Switches.
• Router: Basic Configuration & monitoring of Cisco 2500, 2600, 1800
• VLAN: configuration, switching isl, dotlq
• Back-up and restore of all critical resources including router & switches IOS, Outlook, DHCP, DNS
• Functioning knowledge of wan solution, protocol HDLC, PPP
• High proficency in Linux environment
• Deployment of OS via RIS
• Working knowledge of, DHCP Server, DNS Server, Proxy Server on Linux and Wndows
• Operate FTP SSH Samba Server in Linux Environment
• Linux Shell Scripting
• Security administration port security on switch and IP security on Router via Access list
• Familiar with web technology HTML CSS
• Setting up Secure NFS Servers with multiple Clients for File and Disk sharing.
• Setting up SAMBA servers, to enable Windows clients to communicate with Linux without the need of additional software on the Windows side.
• Configuring NIS Servers for Centralized and secure Password and Login Management
• Linux user management creating, changing group, and assign permission on resources
• Recover of root password securing terminals
• Used Linux as router

Confidential, Stevens Point, WI

Responsibilities:

• Established and communicated a corporate security incident response plan and was available to lead the team through an incident.
• Established a corporate vulnerability management process that built upon existing corporate process
• Provided leadership in the threat and vulnerability assessment process
• Communicated with other members of the security team to keep senior leadership apprised of the risks and threat landscape. Offer recommendations on the best course of action to stay in line with budgets and resources
• Engaged across IT and the business to ensure an understanding of the importance of information security to protect Perrigo’s data and technology assets
• Partnered with assurance/audit/compliance/privacy and legal teams
• Kept abreast of and recommended new information security technologies as well as risk management practices to facilitate business initiatives
• Serve as an expert technical resource
• Promote, initiate, and mature tactical initiatives that align with the Council on Cybersecurity’s Critical Security Controls

Environment: Windows 7 Enterprise, Office 2010, various travel insurance related programs

Technical Services Analyst

Confidential

Responsibilities:

• Received trouble tickets from users having problems using computer software and/or hardware. Determines severity of and escalated if necessary.
• Consulted with the Technical Services Administrator to identify the next issue to be addressed, and worked towards resolution by given target date.
• Talked to users to learn procedures followed and source of error. Answers questions.
• Determined whether problem is caused by hardware such as modem, printer, cables, or telephone.
• Talked with co-workers to research problem and find solution.
• Installed computers, software, and peripheral equipment.
• Migrated end users from Windows XP to Windows 7 after successfully capturing their data and creating a virtual hard disk and virtual machine.
• Successfully migrated Mac users to the latest mac OS and iOS per department requirements.

Consultant

Confidential

Responsibilities:

• Perform walkthrough of the various departments to assess equipment needs and location, and obtain system identifying information.
• Image boxes with Windows 7 standardized Ministry image.
• Install all software appropriate to the specific unit.
• Deploy the requested number of devices to the department.
• Provide end user support following deployment to answer any questions and/or troubleshoot any technical issues that might arise.
• Provide documentation per end user/department request on a given program or process.

Environment: Windows 7 Enterprise, Office 2003/2007/2010, various healthcare related programs

Consultant

Confidential

Responsibilities:

• Serve as the first line of defense for incoming calls supporting the new Epic software rollout across multiple Aspirus locations.
• Use the scripts they are given when taking incoming calls from end-users.
• Create trouble tickets and other required documentation.
• Escalate calls to SMEs within the command center for resolution.

Environment: Windows 7 Enterprise, Citrix GenX virtual environment

PC Technician

Confidential, WI

Responsibilities:

• This is a summer clinic at Stevens Point Area Senior High for their Latitude E5420 and Latitude 6400 and 6410 series install base of 3,190 systems.
• Stevens Point School District wants technicians to triage the systems and then service them. Their main concern is the bottom plastic since they did a visual triage themselves and believe to have about 1100 that need these parts replaced.
• Experience taking Dell Latitude 5420 apart and putting back together
• Weekly completion report in format provided by Dell PM.
• Customer will have local POCs to assist with parts receive confirmation, confirm adequate progress of clinic, escalate any process or quality issues to Dell PM, sign off on systems completed.

Owner and Technician

Confidential, Stevens Point, WI

Responsibilities:

• Troubleshot, upgraded, installed and maintained computer networks for business clients ranging in size from 1-500 employees.
• Serviced many major industries including government, health care, manufacturing, insurance, agriculture, law and finance.
• Experienced in Quick Books & Peach Tree Accounting packages installation &troubleshooting for employees.
• Performed all manner of PC repair from diagnostics, to virus removal to installation of new hardware and software, and set up wireless networks in a variety of operating systems for clients.
• Developed strategic long range planning initiatives with clients related to their technology equipment.
• Initiated equipment life cycle protocols with clients to maximize equipment, budgetary, and technology constraints.
• Educated clients on the best practices of online security, including wireless.
• Advised customers on the best practices of using newly installed software or peripherals
• Provided system wide analysis to determine best hardware and software for Operating
• System and application platforms.
• Created custom e-learning materials for clients per specification, in conjunction with demonstration and sessions per specifications, typically employees.
• Provided SharePoint configuration and management per customer spec
• Outlook setup and maintenance, email policy configuration, and encryption for all customers.
• Provided Helpdesk management to medium sized clients that focused on Setup and maintenance of ticket management systems as well as direct oversight of helpdesk resources.
• Assisted clients with implementing procedures for computer imaging that focused on building generic base images that can accommodate a variety of laptop models, as well as restricting user access to USB ports, printing, etc. to enhance overall security.
• Provided clients with Active Directory management which included AD setup and configuration, global policy development, and AD maintenance.
• Remote desktop support via Citrix products.
• Network administration, Firewall setup and maintenance, and VPN setup and maintenance for medium and large businesses per client spec
• Home office setup, troubleshooting and maintenance per client spec.
• Installed and configured Symamntec Endpoint Encryption per client spec.

Environment: Windows (2000, XP, Millennium, Vista, 7), Windows Server 2003 and 2008, Cisco,QuickBooks, Peachtree, Logitech Security Cameras Microsoft Office 2003, 2007, 2010 (including Outlook), Citrix products for remote support.

Consultant

Confidential, Stevens Point, WI

Responsibilities:

• Performed basic technician work including moving computers, and troubleshootingconnectivity issues
• Answered end user’s questions related to Microsoft Office, Internet connections andcabling questions
• Escalated trouble tickets to the Team Lead for immediate resolution

Environment: Windows 7

Easy Resident Technician

Confidential, Stevens Point, WI

Responsibilities:

• Provided customers with the total solution by listening to their needs and questions, and recommending appropriate solutions.
• Performed basic and advanced levels of diagnostics and upgrades on customer’s technology.

Environment: Windows 7, Windows Vista, Windows XP, Norton Tools, Seagate Tools

Consultant

Confidential, Stevens Point, WI

Responsibilities:

• Assisted clients with the filing of the 5500 form to the IRS and Department of Labor.
• Referred client questions to appropriate Employer Services Staff for immediate action.
• Maintained appropriate documentation protocols as prescribed by project guidelines and department management.

Environment: Windows XP, MS Office

Seminarian/Help Desk Technician

Confidential, Mundelein, IL

Responsibilities:

• Assisted with campus-wide creation of a technology help desk roster that streamlined student and technician contact and performed routine maintenance on all staff workstations and peripheral hardware as needed.

Environment: Windows XP, Mac OS, Linux, Norton, AVG, Trend Micro, Malware Bytes (MBAM)