SUMMARY

• Over 13+ years of diverse IT Production Support and hands - on Network Administration experience.
• Effectively and strategically utilize a broad range of senior level information technology expertise to provide efficient solutions that positively impact small and large organizations.
• Manage network expansions, software development, business analyst and production support personnel to ensure project goals are achieved.
• Known for serving as the “go to” technology specialist for handling top tier requirements or issues, special projects and to provide daily guidance and leadership to ensure the overall health and success of the project, team and company.
• Possess excellent communication skills which encourages strong customer relationships to achieve project goals and in return, impact the overall production as well as enhance the users experience.

Areas of Expertise

• Expertise in identifying and resolving network connectivity issues
• Ability to troubleshoot network issues utilizing advanced networking concepts
• Effectively manage vendor SLA to meet customer requirements
• Deployment of software upgrades following project deployment guidelines
• Remote user technical troubleshooting to include connectivity issues
• Ticketing Triage using a variety of ticketing systems
• Utilized ITILv3 for system deployments
• Managed VMware by allocating and reallocating disk space at customer request
• Troubleshooting local and remote user issues in cross platform environments
• Windows Server 2003/2008/2012 Administration
• Windows XP/7/10 Administration
• Active Directory Administration
• Office 2003/2007/2010/2016 Administration
• Avaya Telephony Administration to include CS1000, Contact Center, IP Office Voicemail Pro
• Excellent Written and Verbal Communication Skills

PROFESSIONAL EXPERIENCE

Confidential

Infrastructure Administrator

Responsibilities:

• Maintain and build OU structures within Active Directory
• Developed technical documentation for network administrative task
• Facilitate technical support case escalation and resolution
• Created detailed network documentation for troubleshooting and recoverability
• Utilize Azure AD to maintain and administer synchronous between Active Directory and Microsoft Office 365 tenancy
• Installation, troubleshooting and license renewal of peripheral software that supports the project
• Preform standup of UPS within infrastructure
• Provide support for Voice Mail and Extension utilization through NEC administration console
• Creates network file share and security permissions when needed
• Patch management, analyzation, and software implementation of AWS environment
• Create and maintain instructional and troubleshooting documentation for software
• Develop PowerShell scripts to automate reporting and notification of Windows processes
• Update and maintain licensing on antivirus policy servers
• Preformed installation, troubleshoot and upgrade of Zoom client on user workstations
• Maintained user account roles within ZOOM
• Create batch files to install specific components of Office 365 to users workstation
• Developed automated image for workstation deployments
• Troubleshoot, install and preform upgrades on Cisco AnyConnect VPN clients
• Effectively work with technical writers to redesign and deploy Sharepoint site to production

Confidential

Senior IT Production Operations Specialist

Responsibilities:

• Effectively and efficiently process service incident and request using Service Now platform
• Utilized System Center Configuration Manager to manage deployable software packages and troubleshoot customer equipment in off-site locations
• Preformed Windows 10 upgrades on customer laptops, desktops and Virtual Machines
• Migrated users from Office 2013 to Office 365 platform
• Utilized Microsoft Teams to effectively communicate and provide knowledge base documentation for the users
• Install and troubleshoot company specific software for users
• Troubleshoot and configured various Avaya products with users
• Repaired and preformed hardware upgrades on various Confidential Laptops and Desktops
• Imaged and configured Windows Surfaces and Apple iPads for company executives
• Efficiently and effectively provides excellent customer service skills and troubleshooting knowledge to resolve customer issues
• Maintained Zoom application and Zoom rooms on site and remotely.

Confidential

Desktop Support Technician

Responsibilities:

• Managed infrastructure expansion projects to meet predefined project planned SLA
• Coordinated vendor deployments to satisfy business needs and expectations
• Analyzed and troubleshoot all software upgrades to meet and exceed project SLA
• Worked with vendors on software upgrades to ensure proper project lifecycle development and to execute deployment efficiencies
• Managed user access rights for over 150 users through Active Directory
• Created White Papers documenting troubleshooting task as well as deployment lifecycle procedures for company knowledge base
• Maintained open communication between the customer and development during testing and deployment phases of software deployments
• Developed and maintained up to date user images by department and deployable within 10 minutes of a user outage
• Maintained SLA of all trouble tickets user and infrastructure impacting
• Troubleshoot network related outages on and offsite
• Utilized RDP services as well as terminal servers to troubleshoot cross platform user impacting issues
• Researched and acquired hardware to optimize workflow efficiencies
• Lead weekly change control meeting to ensure all deployments could be released without conflicts

Confidential

Telecommunications Analyst

Responsibilities:

• Followed project flow from development to implementation on the telecommunication and infrastructure Provided effective vendor correspondence to meet and exceed customer requirements
• Supported Avaya CS1000 suite, to include Call Pilot, Contact Center, IP Office and Voicemail Pro Provided Tier 3 operational support to the call centers
• Participated in SIP migration with telephony vendor and site to ensure proper project development.
• Participated in weekly change control meetings to update departments of any scheduled telephony deployments infrastructure impacting
• Obtained traffic studies from the telephony vendor as needed
• Developed a functional real time tracking tool to provide views of telephony circuit changes

Confidential

Network Administrator

Responsibilities:

• Maintained and troubleshoot multiple VM platforms across 12 ESXi machines
• Utilized Remedy ticketing system to troubleshoot and track full life cycle of reported incidents Integrated ITIL v3 framework to expedite mission critical changes and facilitate deployment to meet the business needs
• Managed user and station profiles through an Active Directory environment Managed and preformed backups of corporate IMAP email accounts Preformed software updates on Spectrum hardware
• Preformed needed changes to LAN environment, inclusive but not limited to joining and removing operator stations to the domain, troubleshooting station outages, troubleshooting user profile issues, imaging operator stations using Novell imaging software
• Created and maintained up to date documentation of pfSense firewall build Managed and troubleshoot pfSense firewall rules to maintain security continuity
• Built a functional pfSense lab environment to simulate network flow in call center environment Created flow charts for data traffic flow through the call center networks

Confidential

Project IT Coordinator

Responsibilities:

• Managed, troubleshoot and analyzed all aspects of the DSL network consisting of 156 stores Created and implemented a tracking tool for DSL network billing disputed
• Created a batch file to distribute monthly virus definition upgrades Maintained and troubleshoot all aspects of corporate email accounts
• Dispatched to stores to troubleshoot and repair hardware, network and telecom issues
• Researched innovative and cost-effective technologies to maintain PCI compliance scope

Confidential

Computer Technician

Responsibilities:

• Baltimore Maryland, working directly with Confidential who facilitated the roll out.
• I assisted in the performance of the following duties:Preformed inventory assessments on all laptop and desktop workstations on site
• Made determination and tagged all inventory that required a hardware or software upgrade Installed hardware and software upgrades on site.
• Troubleshot and discussed any issues the end user might have with the hardware or software upgrades

Confidential

Network Administrator

Responsibilities:

• I also supported a small office staff as well as a larger remote staff by troubleshooting the user hardware and software needs. In addition, I performed the following functions:
• Requisitioned hardware and software to implement Microsoft server 2003 Built and deployed a domain controller to support the corporate domain
• Created Active Directory users and objects to support on and off-site users Ran daily backup tapes to insure data redundancy