TECHNICAL SKILLS

Operating Systems: Windows 95, 98, ME, NT, 2000, XP, Vista, Windows 7, Windows Server Storage 2003, Windows Server 2003, 2008r2, 2012 Microsoft Exchange 5.5, 2003, 2007, 2010, 2013, Office 365, MacOS

Applications: MS Active Directory, BlackBerry Enterprise Server, Remedy, Track - IT, VNC, Symantec Back-Up Exec 2010, Symantec Ghost, Symantec Endpoint Protection Antivirus (v8,9,10,11,12), MS OFFICE XP-2010 (WORD, ACCESS, EXCEL, POWERPOINT, OUTLOOK, PUBLISHER, FRONTPAGE and MS Project), WSUS, My SQL, SQL, Zeacom Phone System, Higher Ground Recording Software, Wygant Recording Software, Robo FTP, PUTTY, TELNET, Windows Deployment Server, Rumba 2000, Falcon, Netmanage, Chameleon HostLink, Remote Agent guide, Surf Control, SAP CRM (Customer Relationship Management), SAP SRM (Supplier Relationship Management), Spiceworks, VM Ware Workstation, Dameware NT Utilities, Auto-IT, Group Policy Management, Go to Meeting, VM Horizon View 5.4.0, VMView Admin 5.1

PROFESSIONAL EXPERIENCE

Confidential

Systems Engineer

Responsibilities:

• Built & maintained customer relationships providing exceptional service and technical support with excellent customer service skills using strong verbal, written, and organization skills
• Performed calibration, maintenance, repairs and installations of Confidential products
• Performed new installations of SofTrack software accuratley configuring to the customers specifications including software upgrades with existing customers
• Accuatley related somewhat complex technical concepts to non - technical users
• Provide support via email or remote assistance (i.e. Go to Meeting or Team Viewer)
• Mimick customer enviroments on internal virtual enviroment to test features, builds and/or isolate and resolve technical issues
• Accuately review debug logs paying close attention to details giving recommendations to resolve outstanding issues for customers
• Provided network troubleshooting to ensure proper handling of SofTrack software
• Create and clear tickets in ticketing system arranging a follow up to all open issues that are presented to ensure reported issues are resolved
• Kept current with product knowledge and attended all required training for position
• Worked with minimal supervision and I have the ability to make an established range of decisions, escalating to management when necessary
• Meet or exceed all service goals in assigned territory

Confidential

Laboratory Technician

Responsibilities:

• Installed software/drivers on different operating systems Mac OS, Linux, Window
• Rack and cable networking equipment such as routers, switches, firewalls and servers
• Worked with copper and fiber cable con
• Replaced failed equipment with working equipment and followed RMA process
• Worked with Cisco engineers face to face or remotely to troubleshoot and resolve connection issues.
• Setup and provide support for Windows PC hardware and various OS software in a WAN and LAN environment
• Performed day-to-day Safety maintenance such as ensuring no hazardous materials proposed a threat and confirming 100% functional lab
• Ensured production and development level systems in the lab are running at all times in 2 buildings.
• Imaged systems with updated configurations as requested by the Cisco Engineers
• Tested networking equipment and ensured devices were operational
• Performed network hardware upgrades on Cisco equipment
• Replaced networking equipment on client designated racks/work space when necessary
• Participate in pre-deployment planning sessions with the client and project team.
• Maintained all hardware related to company equipment - hardware and license inventory
• Maintained and granted card reader access throughout the company
• Ensure laboratories are in compliance with Confidential, Inc. policy standards from an OSI stand point
• Assist in the setup of audio and visual equipment in conference rooms
• Assist in defining Laboratory guidelines and procedures
• Record and track support tickets utilizing Toolbox ticketing system
• Respond to Cisco Engineer rack and stack request utilizing device 42

Confidential

Desktop Support Analyst

Responsibilities:

• Single point of contact for Confidential end users addressing and resolving basic incidents/requests in a Windows 7 environment
• Logged all incidents and requests in Remedy Ticketing system using proper categories to accurately log tickets
• Logged new requests in SRM
• Triage incidents that are beyond scope of responsibility engaging appropriate service desk resources to resolve incidents in a timely fashion.
• Troubleshoot Office 365 incidents
• Provided support for peripherals, printers, scanners
• Navigated Active Directory to check user accounts for appropriate security access and perform password resets
• Basic User Security Group Active Directory administration
• Troubleshoot basic network issues such as down sites/ phone outages, etc.
• Analyzed and resolved incidents and requests regarding use of application software or hardware.
• Followed up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete
• Adhered to and supports Confidential standards, policies, and procedures.
• Maintained and protected confidentiality with regard to all aspects of employee information
• Utilized in house knowledge-base in order to assist with triage

Confidential

Platform System Specialist

Responsibilities:

• ITIL Change Management experience
• Worked with customers face to face or remotely to troubleshoot and resolve technical issues.
• Setup and provided support for Windows PC hardware and various OS software in a WAN and LAN environment
• Setup and provided support for Mac OS hardware and software in a WAN and LAN environment
• Provided remote support to staff across Texas
• Administered user additions, deletions and changes.
• Provided support for peripherals, printers, scanners, etc.
• Performed day-to-day maintenance such as ensuring adequate file server space
• Ensured production level systems are running at all times to meet committed SLAs.
• Imaged systems with updated configurations
• Tested images and ensured that applications and integrated hardware worked as expected
• Performed hardware and software firmware upgrades on Dell laptop and Dell desktop
• Replaced equipment on client systems when necessary
• Maintained data files and monitors system configuration to ensure data integrity
• Assisted with the tactical implementation of any technology project and provide on-going technology support
• Participated in pre-install planning sessions with the client and project team.
• Maintained all hardware related to company equipment hardware and license inventory
• Ensured that systems are in compliance with TxDot Policy standards from a software and hardware stand point
• Liaison with vendors, suppliers and professional services
• Assisted in the setup of audio and visual equipment in conference rooms
• Assisted in defining system and operational guidelines and procedures
• Maintained and created documentation pertaining to software and hardware in production
• Took ownership of escalated requests until the technical issue was resolved
• Recorded and tracked support tickets utilizing Service Now ticketing system

Confidential

System Administrator

Responsibilities:

• Planned, coordinated, evaluated and implemented software and hardware changes to the environment
• Setup and provided support for Windows PC hardware and OS software in a WAN and LAN environment
• Monitored server memory, CPU usage and program errors on phone systems
• Provided customer faced desktop support to staff
• Introduced new computer system into current environment
• Strong experience with PC hardware infrastructure
• Experience with MySQL and SQL databases
• Maintained performance and functionality of phone systems in production
• Troubleshot IT systems when there is an issue reported by users
• Troubleshot phone systems when there is an issue reported by users
• Created and maintained the phone reports utilizing reporting software
• Strong understanding of Networking and VOIP Infrastructures
• Performed daily, weekly and monthly checks to ensure all systems are running at optimal performance
• Administered the creation, modification and deletion of accounts Avaya IP Office
• Administered the creation, modification and deletion of accounts Zeacom Enghouse
• Administered the creation, modification and deletion of accounts in Active Directory
• Programmed and Maintained the call centers Auto Attendants and Queues
• Created new queues upon the requests of Vice Presidents and Managers
• Attended Management meetings planning for future phone deployments
• Performed hardware and software firmware upgrades on phone systems
• Deployed software to end users hardware utilizing various types of Managed Software and various protocols (power shell)
• Replaced equipment on client systems when necessary
• Provided support for peripherals, printers, scanners, etc.
• Provided support for Polycom units for audio and visual equipment for meeting purposes
• Maintained all hardware related to company phone equipment and license inventory
• Ensured that systems are in compliance with software assurance
• Liaison with vendors, suppliers and professional services
• Assisted in defining system and operational policies and procedures
• Installed and supported Microsoft applications
• Maintained and created documentation pertaining to software and hardware in production
• Took ownership on new and different requests exploring different avenues of troubleshooting
• Recorded and tracked support tickets utilizing ticketing system

Confidential

JR System Administrator

Responsibilities:

• Planned, coordinated, evaluated and implemented software and hardware changes to the environment
• Setup and provided support for Windows PC hardware/software and MAC hardware in a WAN and LAN environment
• Monitored server memory, CPU usage and program errors utilizing built in tools or 3rd party software
• Introduced new computer system into current environment after researching proper PC architecture
• Participated in networking architecture discussions and implementations in a LAN environment
• Strong experience supporting various versions of Operating Systems
• Maintained performance and functionality of all systems in production
• Troubleshot IT systems when there is an issue reported by users
• Performed daily, weekly and monthly checks to ensure all systems are running at optimal performance
• Administered the creation, modification and deletion of accounts in Active Directory
• Implemented security software and tools to ensure maximum security from outside threats utilizing firewalls and intrusion detection
• Installed and maintained software updates periodically utilizing 3rd party software or in house scripts
• Performed hardware and software firmware upgrades
• Provided support for Polycom units for audio and visual equipment for meeting purposes
• Replaced equipment on client systems when necessary
• Maintained all hardware related to company inventory
• Ensured that systems are in compliance with DIR regulations or service level agreements
• Liaison with vendors, suppliers and professional services
• Assisted in defining system and operational policies and procedures
• Maintained and created documentation pertaining to software and hardware in production
• Took ownership on new and different requests exploring different avenues of troubleshooting
• Maintained 1 remote office in Houston, TX with 2 users

Confidential

Desktop Support Specialist-IT Assistant

Responsibilities:

• Staged and imaged all desktop/laptops utilizing corporate image installing Windows XP - Windows 7 operating systems
• Performed hardware upgrades on client systems when necessary
• Replaced equipment (Laptop, RSA Token, PDA/Smart phone, Desk phone, laptop bag, etc.) when appropriate
• Maintained all hardware related to company inventory
• Maintained monthly Cost Center (CIO) Invoice to ensure equipment accountability and appropriate charges
• Maintained user/computer accounts in Active Directory
• Added/Removed security permissions to users including group policies
• Tracked and supported department loaner equipment
• I Phone and I Pad setup and support
• Tracked hardware via CRM and internal Inclusion database to confirm employee possession
• Updated and modified Good Receipts utilizing SRM including ordering supplies
• Maintained peripherals like fax machines, printers, projectors
• Placed warranty support calls to equipment vendor
• Troubleshoot computer errors down to system board level (RAM, HDD)
• Installed and configured VPN client based software for corporate and field/remote users
• Participated in the development of IT policies
• Assisted in documenting software application process
• Troubleshot network cabling issues; to include running new cable, terminating cable ends, installing wall jacks
• Installed/Tested software prior to environment release via SCCM
• Setup New Hire accounts, setup New Hire equipment, installed New Hire software
• Deleted Terminated users, backed up their data and processed the IT portion of exit exam
• Performed New Hire Orientations with Corporate and Field Technicians
• Remote support for Field and Remote users
• Trained users on new applications (Office Suites, SRM, CRM, in-house software) and hardware (I Phone, PDA, etc.)

Confidential

Data Research Analyst

Responsibilities:

• Researched Drivers
• Loaded confirmed drivers into a database
• Paid very close attention to detail
• Tested software and ensured they were not defective

Confidential

System Administrator- Deskside Support Specialist

Responsibilities:

• Imaged and reinstalled Operating System on failed laptops and desktops including freshly unboxed units
• Performed Hardware and software upgrades when necessary
• Maintained all hardware and software as related to company needs in our local inventory
• Tracked and supported department loaner equipment
• Ensured all Microsoft Server based Systems were current with Windows, Symantec Antivirus updates
• Ensured all servers were functioning correctly ensuring adequate HDD space, RAM space, and proper services be running
• Pushed out updates to client systems utilizing WSUS and Symantec Console
• Created user accounts in Active Directory and added/removed security permission as necessary
• Kept up with software licensing and ensured proper usage
• Blackberry configuration and support
• Participated in an on-call rotation with team members
• Troubleshot computer problems to include network, hardware and software errors replacing existing components when applicable
• Installed and configured VPN client based software for all pc clients/users
• Coordinated with vendors for support and ordering of equipment
• Performed server backup according to IT policy and schedule. Configured scheduling or data being backed up when necessary
• Participated in the development of policies and ensured proper communication and understanding to the end users
• Assisted in the documentation of IT Process to include How to Documents
• Kept a daily summary of closed tickets utilizing Track-IT ticketing software
• Created knowledge base articles on Share Point
• Troubleshot network cabling issues and ran new cable when called for
• Physically moved phone utilizing punch down tool from 66 block to new location
• Updated phone assignments utilizing Zeacom and Avaya Manager
• Tested software prior to environment release in a lab environment
• Setup New Hire accounts, set up new hire equipment, installed new hire software
• Supported remote users utilizing remote tools or via phone
• Provided training when necessary on new hardware and software utilized at company

Confidential

Helpdesk Specialist-IT Enterprise Client Services & Support

Responsibilities:

• Responsible for following up on tickets and making sure that the customer is getting their issue resolved in a timely manner.
• Took incoming calls from remote users
• Troubleshot issues users were encountering with hardware and software via chat, remote software or telephone
• Ticketing software worked with was Remedy
• Identified the problem then logged and followed up on tickets
• Documented new issues and added or updated in knowledge base if necessary

Confidential

Enterprise Technician Supervisor/MIS/IT Network Support

Responsibilities:

• Assigned duties to Help Desk Technicians and ensured timely completion of assigned tasks
• Oversaw the progress technician tasks and made day-to-day adjustments in accordance with established priorities.
• 4 subordinates under my supervision 2 of them being located in a remote office
• Approved timesheets and performed technician reviews
• Participated in meetings to include new client department implementation
• Setup new department for Bank of America client to include to setup of client systems, servers, desk phones, and training
• Performed on-the-job training to new employees
• Liaison between contractors, vendors and clients
• Created user accounts in Active Directory Exchange
• Handled internal requests made thru Track-IT
• Troubleshot PC problems including hardware and software errors
• Replaced hardware components when applicable to include server hardware
• Installed requested software on client equipment
• Escalated issues to appropriate department when needed
• Configured/ tested computer software and hardware prior to integration of software/hardware systems for over
• Supported 1000 PC’s, 15 servers and 20 printers in 1 central locations
• Programmed macros to work properly with applications
• Performed technical analysis of network problems and initiated new or revised procedures to avoid reoccurrence.
• Repaired or notified vendors to perform repairs.
• Performed emergency virus removal procedures by isolating problems and removing the potential threat
• Assisted in documenting guidelines that are to be followed by employees
• Setup New Hire accounts, New Hire equipment, New Hire software
• Rolled out Call Center contact list on a daily basis utilizing PUTTY

Confidential

Technical Support Representative

Responsibilities:

• Provided technical support for users utilizing Microsoft Outlook Express
• Troubleshot dial up connections, Windows 95 and 98 configuration settings.
• Configured TCP/IP issues