SUMMARY

• Possess 10+ years of IT experience which includes proven Leadership and IT Management
• Responsible for both Tier lll desktop support and server support using trouble ticketing, email and verbal communication techniques
• Manage and mentor a desktop team of 3+ adherence to 95% SLA
• Acquire, deploy, configure and support Dell laptops, IBM ThinkPads and Surface Pro 3 tablets
• Provide Remote Access Support using Teamviewer, Ultra VNC, Netmeeting or Remote Desktop Connection
• Troubleshoot, install, and support Windows XP/7/8.1 Pro Microsoft Office Suites 2003/2007/2010
• Install, configure and maintain Windows 2003/2008R/2012 Servers
• Modify/Create Users using Active Directory on Microsoft Exchange
• Configure VPN and install wireless access points, routers, Dell switches and workstations
• Support 500+ internal and remote end users
• Create, deploy, monitor and maintain host and VM Infrastructures using VSphere

PROFESSIONAL Experience

IT Supervisor\Systems Administrator

Confidential

• Install, configure and support Dell laptops and various proprietary and software package applications
• Install, maintain and configure Windows 2008 and 2012 Servers
• Utilize Active Directory to manage system and end users accounts
• Resolve Exchange\Outlook\MS Office\VPN related issues
• Implement VMware vSphere
• Respond to tickets related to Server or Desktop issues
• Take ownership of business assigned projects, design deployment solutions to distribute to 200+ workstations
• Provide recommendations to improve IT operations
• Configure and maintain VMware, Print and File Servers
• Install voice and data cables to switches
• Support McAfee Virus protection and Encryption
• Support XP/7/8.1 Pro Windows Operating Systems
• Support Microsoft Office 2007/2010/2013
• Manage and mentor a desktop team of 3+ adherence to 95% SLA
• Acquire, deploy, configure and support Dell laptops, IBM ThinkPads and Surface Pro 3 tablets
• Create, maintain and implement SLA’s for Desktop team
• Coordinate with hardware and software vendors
• Maintain an accurate and current record of licenses and hardware/software inventory

Senior Systems Support Technician

Confidential

• Provided user support for Crestron Video Conferencing equipment worldwide
• Supported Microsoft Office 2003/2007/2010 , Windows XP/7, Citrix and various others applications
• Supported over 500 users worldwide in over 9 different locations
• Responded to customer tickets in a timely manner and adhere to policies and procedures
• Met SLA’s provided by the business and delivered first class customer service
• Reviewed incidents and followed up with users on a daily basis
• Updated and managed 2000/2008 Servers with various applications and software
• Responsible for the configuration and setup of Blackberries/IPhones for voice and data via AT&T
• Configured Droids, IPads, IPhones and IPods with email configuration and Citrix apps
• Created images for all desktop and laptop systems
• Responsible for migration and update of desktops/laptops from XP to Win 7 and Office 2003/2007 to 2010
• Managed Citrix Partner’s profile via Citrix Management console
• Created and managed users in Active Directory using Exchange 2003/2010
• Troubleshoot hardware, network and software issues
• Responsible for configuring user’s accounts on Cisco Unified Manager/Unity, and BES Server
• Create VMware servers for production and test environments

Lead Desktop Engineer/Audio and Visual Support

Confidential

• Provided technical assistance and support for over 100 different applications including PeopleSoft, MAS90 and McKesson Heath Care Applications, MS Office 2003/2007, MS Exchange 2003, McAfee and AHT/LTC
• Configured and upgraded Windows Servers 2003
• Provided support for Windows XP, Vista and Windows 07 Operating System
• Managed over 8,500 end user’s accounts and mailboxes using Active Directory Services, Citrix Presentation Management Console, LTC and Exchange Management Console
• Created and managed users in Active Directory
• Managed Citrix Partner’s profile via Citrix Management console
• Assisted Network Engineers by providing extensive troubleshooting skills on LAN and wireless connectivity, and routers and Cisco switches
• Repaired and supported Dell Latitude D600–D630 laptops, E6500, E6510, Dell Notebooks XT and XT2, and HP TC4400, 2710 and 2740 Mini Notebooks
• Created and Installed corporate images using Norton Ghost
• Asset Management for hardware using Magic Inventory
• Configured and Troubleshot Wyse V10, V90, C30, C90, S30 and Smart charts
• Configured IP phones and blackberry for emails
• Responded to email tickets via Magic ticket system
• Supported Executives with networking, laptop and blackberry needs
• Supported/Troubleshot Audio and Video equipment
• Provided remote access phone and blackberry support using VNC connections

Desktop Support

• Supported Windows XP and Vista Operating Systems
• Provided technical assistance and support for over 1000 onsite and remote users
• Supported various applications including VPN, Microsoft Office 2003, Citrix, Remedy, Reflections and Novell Client Software
• Created, uploaded and deployed Images in a corporate environment
• Repaired and configured HP and Toshiba laptops
• Configured Internet and LAN settings
• Managed multiple domains and modified users and equipment in Active Directory
• Utilized Clarify for tickets tracking and Ultra VNC for Remote desktop
• Deployed and setup new laptops, configured wireless routers and ensured proper transfer of all user’s settings and files
• Utilized strong project management skills to complete assignments in a timely fashion

Desktop Support

• Installed, upgraded, troubleshot, repaired and configured Dell and IBM workstation and laptop hardware and software
• Configured Windows 2000/XP/Vista Operating System and Office Suites 2003 (Word, Excel and Power Point)
• Initiated and managed IT small/large projects
• Troubleshot desktops and laptops via remote access
• Utilized Altiris, Remote Desktop Connection and DameWare Mini Remote Control software for remote desktop
• Managed users’ profiles, security rights and group policies using Active Directory
• Supported 160 retail corporate clients
• Configured Blackberry devices and wireless Cisco and Verizon cards
• Created, uploaded and imaged Dell and IBM workstations using Altiris imaging
• Troubleshot TCP/IP and VPN connectivity
• Supported small retail business, call and service centers
• Configured IBM Client Access
• Configured Blackberry devices

Technical Help Desk

• Troubleshot TCP/IP, emails, modems and routers problems and implemented resolutions
• Utilized ACSR for customer calling and Remedy software for tracking tickets in a call center environment
• Diagnosed and resolved technical problems and issues via telephone with both hardware and software
• Communicated with clients in a calm, polite, respectful and professional manner

Team Lead Technician

• Transitioned for migration MCI to Dell Platform Desktops and Laptops
• Migrated Exchange Data, upgraded BIOS, restored files and mail
• Imaged workstations through Liberty Mutual network and verified programs were working
• Setup and configured network printers
• Managed and Tracked productivity of employees

Senior PC Technician

• Installed and troubleshot Floppy Disk, Motherboards, Power Supply, Network Card, Modems Wireless Cards and etc on Gateways, Dell and HP computers and laptops
• Provided customer support in home and via phone
• Configured Linksys routers and HP/Cannon printers
• Upgraded PCs to Windows 2000/XP and Office 2000/03 and installed software
• Setup home network using Linksys router and printers

Desktop Support

• Provided desktop support on Dell computers
• Installed Windows 2000/XP, 2003 Operating System and Microsoft Office Suites
• Configured and troubleshot TCP/IP and modems
• Troubleshot and repaired Dell, Gateway and HP computers
• Installed HP Printers, DSL/Cable modems, Linksys routers, sound cards, drives, speakers, scanners, office software, fax machines and Ethernet converter
• Imaged hard disk drive using Ghost Image