SUMMARY:

• Accomplished IT infrastructure professional with 12+ yrs diversified technical experience (listed below). Self - motivated, team player able to communicate issues and provide solutions. Prefer direct hire or CTH opportunities, but open to all. user access control/account administrator 2-4 yrs some occasions these responsibilities comprised part of Service Desk duties, other employers I was only handling UAC; thus the time range (Active Directory, MS Exchange, Oracle, etc), service/help desk analyst Tier 1, 1.5 and 2 (6.5 yrs), desktop support (2.5-3 yrs), non-standard/business-specific technical support and technical documentation skills (1 yr)

TECHNICAL SKILLS:

User Access Control/Service Desk Skills: HP OpenView CA Service Desk HEAT Remedy Clarify Track-IT ServiceNowActive Directory, Oracle PERP, MS Exchange, Changepoint, Allegis, StarTeam, others

Remote assistance software: RAdmin, WebEx, Remote Desktop Connection, Dameware, LANDesk, iTivity -=+=- VPNs: Cisco, iPass, Norton, Fiberlink

Other Software: Admin tools: Active Directory, Exchange Mgmt Console, Oracle PERP (admin functions), SCCM 2012, Changepoint, SAP (admin fns ONLY), Clarify, ActiveSync, Blackberry Exchange Server ~~~***~~~ Email programs: MS Outlook (03, 07, 10), Gmail

Malware/adware removal tools: Malwarebytes, Ad-Aware, Spybot, Stinger, Trend Micro, BitDefender, ADWCleaner, ComboFix, msconfig, regedit, antivirus product suites

Other: MS Office Suite (, Office 365/2013) Visio 2010 Symantec Ghost Acronis True Image (beginner) PC imaging PXE-Boot Dropbox Google Docs Google Drive RSA SecureID registry editing CCleaner Filenet LiveMeeting Cisco softphone data migration biz-specific software Blackberry Android phones Chrome/Opera/Firefox/IE FTP network cmds (ipconfig, ping, tracert, nslookup, netstat, arp, nbtstat) networking protocols (TCP/IP, DNS, DHCP) Citrix XenDesktop

OS Environments: Windows XP/7/8 MS-DOS UNIX Android Linux Mac OSx (beginner)

PROFESSIONAL EXPERIENCE:

Confidential, Thornton, CO

Desktop/Network Support Field Service Analyst

Responsibilities:

• Performed desktop support (imaging, malware removal, printer issues, wireless connectivity, etc) onsite at multiple locations within the Adams 12 School District dealing with hardware, software, network and domain-related issues.
• Contract ended when I was informed I needed a personal vehicle to travel between school sites; original position was marketed to me as an “entry-level system admin” role with no travel required.

TECHNOLOGIES USED: Windows 7, LANDesk (imaging), PXE-Boot, Active Directory, MS Office 2013/Office 365, various anti-malware/adware solutions, registry editing, networking protocols

Confidential, Denver, CO

IT Support Technician IT Infrastructure Auditor

Responsibilities:

• Performed quality assurance tasks correlating architectural and technical blueprints for St. Joseph’s Hospital with actual “proof of installation” forms provided by the deployment team.
• Compared installation ports, deployed hardware components and hospital infrastructure floor plans with POI forms to be sure they matched; if there were shortfalls incorrect port connection/non-deployed equipment/equipment shortfalls, inactive network ports, etc, determined causes & implemented corrective action where required.
• Performed desktop support tasks, imaged all-in-one PCs with SCCM 2012 and PXE-Boot, installed hundreds of wireless scanners and Imprivata badge readers.

TECHNOLOGIES USED: Windows 7, SCCM 2012, MS Office 2010, Active Directory, MS Exchange 2010, Symantec Endpoint Protection 12, Adobe Acrobat, registry editing, data migration, networking protocols

Confidential, Denver, CO

IT Support Technician (CONTRACT position)

Responsibilities:

• Modified hundreds of laptop, netbook, desktop PCs in district-wide project, updated drivers /applied OS fixes
• Imaged new desktop PCs and configured hardware (via network or flash drives)
• Set up/configured new iPads/iMacs in computer labs; attached new machines to main DPS domain
• Adjusted Windows 7 mobile PCs with new wireless configurations/ settings and forcing new group policy settings in Active Directory.

TECHNOLOGIES USED: Windows 7, Windows XP, iPad/iMac out-of-box configuration and network setup, reimaged old iPads and Windows XP machines, MS Office 2010, Active Directory, McAfee Endpoint Protection, data migration

Confidential, Meridian/DTC, CO

Associate IT Support Engineer (Access Control/Provisioner/Identity Management)

Responsibilities:

• Member of 25 person combination help desk (21) and user access provisioning team (4) providing technical support 24/7/365 for HDS personnel in US and international locations.
• Provided user access control/account administration creating/modifying/terminating in Active Directory, Oracle PERP, MS Exchange, MS Communicator/Lync, Allegis, Changepoint and various HDS application software suites.
• Common non-account creation requests were distribution list creations/mods, Oracle responsibilities, additional mailbox access, mail contact creations, shared folder access, user termination processing and internal systems access.

TECHNOLOGIES USED: Windows 7, MS Office 2010, MS OneNote, Active Directory, Exchange Mgmt Console, Oracle PERP (admin functions), Blackberry Exchange Server, Cisco IP Communicator (Windows integrated softphone suite), MS Comm/Lync, Allegis, Changepoint, StarTeam, Sharepoint, LiveMeeting, Citrix XenDesktop (virtualization) and various HDS-specific enterprise application software suites

Confidential, Meridian/DTC, CO

IT-Access Control Management Team (CONTRACT position)

Responsibilities:

• Member of 6 person team responsible for user access control/Identity Management/provisioning creating/modifying/ terminating user accounts for 35000+ DISH employees in the US and international locations.
• 75% of workload was modifying existing systems access on various systems, mostly Active Directory.
• Common requests were distribution lists creations/mods, Internet category access, Oracle PERP roles, additional mailbox access, Clarify accounts/roles, initial email access, mail contact creations, NT account creations, shared folder access, Communicator and VPN/wireless access, AD security groups and proprietary internal systems.
• In my 1st 3 months I processed over 2000 tickets with over 4600 separate account requests; over the 1st 5 months a total of over 3500 tickets completed.

TECHNOLOGIES USED: Windows 7, Windows XP, MS Office 2010, Active Directory, Exchange Mgmt Console, Oracle PERP (admin functions), MS Communicator, CA Service Desk ticketing system, Adobe Acrobat, Google Docs, Filenet, LiveMeeting and various Confidential -specific enterprise application software suites

Confidential, Broomfield, CO

Service Desk Technician

Responsibilities:

• Member of 6 person Service Desk team providing nationwide support for Confidential technical service related issues.
• Issues were resolved utilizing team technical knowledge, remote assistance, or routing to specialized internal support teams (e.g. Desktop Support, Blackberry Support). Issues were received via phone and Service Desk group email.
• Common requests were password resets, AD account modification (adding/subtracting groups, moving to OUs, mailing groups)/ Identity Management, software issues, Office 2007 technical support, VPN issues, malware removal, telecom-related (phone equipment, voice mail or line issues), and network printer maintenance.

Confidential, Broomfield, CO

Service Desk Technician (Tier 1 and 2 issues)

Responsibilities:

• Member of 8 person Service Desk team providing nationwide support for Ball technical service related issues.
• Resolved issues utilizing team technical knowledge, Intranet knowledgebases, remote assistance, specialized internal support teams (e.g. Telecom, AS400, Sharepoint), or working with outside vendors (Enpointe, Dell, HP and others).
• Common requests were password resets, AD account modification (adding/subtracting groups, moving to OUs), software issues/setup & configuration, Office 2007 technical support, VPN issues, account setups (QAD's MFG/PRO, JDEdwards OneWorld), hardware failure replacement, malware removal, network troubleshooting, wireless guest account setup for vendors, network printer maintenance and OneWorld guidance and usage. Performed miscellaneous other duties. Contract ended in July 2009 due to lack of budget.

Confidential, Denver, CO

Help Desk Agent

Responsibilities:

• Member of 11 person team providing statewide support for CDOT technical service related issues.
• Solved issues utilizing technical knowledgebases, remote assistance, or via specialized internal support teams.
• Issues were 95% phone-based and 5% in-person desktop support issues, including network printer maintenance.
• Common requests were software, hardware, phone or voice mail related, network connectivity, network printer maintenance and SAP guidance and usage.
• Authored and published multiple technical articles for departmental Intranet usage.
• Consistently ranking in the top 3 agents per day in terms of calls taken/tickets created.

Confidential, Aurora, CO

Tier 1.5 Help Desk (CONTRACT position)

Responsibilities:

• Member of 6 person team providing nationwide support for Confidential technical and service-related issues.
• Resolved issues utilizing technical knowledge, remote assistance, or routing to specialized internal support groups.
• Issues were received and processed via both incoming e-mail (75-80%) and phone calls (20-25%). Work was split 70% as new tickets and 30% as existing ticket status queries, updates, modifications and miscellaneous duties.
• In the first 7 months of 2006, I resolved 9700 of 47700 total tickets; the 2nd most for the department.
• For the last quarter of 2005, Confidential service-related IT departments solved 98%+ of all issues within assigned SLA dates (of which the Help Desk accounted for about 65% of total issues). This success rate improved to 99.6% for the 1st quarter of 2006 and 99.9% for the 2nd quarter of 2006.

Confidential, Boulder, CO

Tier 2 Service Desk Remote Resolution Team

Responsibilities:

• Team formed to provide Honeywell remote access users (some internal as well) with advanced technical support.
• Issues were processed via a combination of a trouble ticketing database, inbound and outbound help desk hotline phone calls.
• Typical average of tickets handled was 1100/month (among 3 person group); about 75% were in-depth cases involving significant time expenditure.
• Resolved issues with a combination of collaborative technical knowledge, internal knowledgebases, remote assistance, or escalating to specialized internal support groups.
• Since formation, MTTR (Mean Time To Repair) dropped 77%. QCR - Quick Call Resolution, the percentage of calls resolved within the first hour improved dramatically from 27% up to 78%. Customer Satisfaction measured after service experience improved from 6.9/10 to 8. .

Confidential, Denver, CO

Desktop Support/PC Specialist/Help Desk

Responsibilities:

• Installed hundreds of new desktop and laptop PCs in rollout projects; also handled corporate/third-party software installation for various companies in the Denver Metro Area including Qwest.
• Provided desktop support on issues from network problems to software troubleshooting/configuration; transferred user files and email from old machines to new via network or CD file backup.
• Performed hands-on maintenance for over 400 PCs, changing hardware, reimaging OSes and BIOS off-network.
• Assignments ranged from 2d to 6mo in duration.