OBJECTIVE:

To provide my employer with the best efforts and succeeding in all tasks given, while learning and observing other beneficial skills that could make me more valuable to the company.

SUMMARY OF SKILLS:

Operating Systems: Windows XP, Vista, Windows 7/8, Server 2003/2008R2/2012, Mac OSX, Android

Software: Proficient in Office, Active Directory, Exchange, SQL, SCCM, Dame Ware, Retina, Black Berry/BES, Gold Disk, PSTools, SAN, RAID, VMWarem KACE, VMware/Esxi, Juniper, Cisco Routers, Desktop Central, Script Logic, multiple web browsers (IE, Chrome, Firefox), USMT, Altiris, Technical Writing, Symantec Ghost, Acronis, Remedy, including installation and troubleshooting numerous non - IT software.

WORK EXPERIENCE:

Confidential

Sr. Systems Administrator

• Install, Configure, Maintain Windows Server 2012/2008 environment for R&D group
• Administer (MS IIS) Storage Management, .NET infrastructure against a SQL Server Database
• Consolidate Legacy hardware using virtualization for Applications and Servers using VMWare, ESXi Hosts to Equallogic SAN
• Manage and Configure network for accreditation
• Implement multiple backup solutions via physical (tape) and virtual

Confidential

Desktop Engineer/System Administrator

• Install & build servers to support healthcare software such as AHLTA, CHCS, DENCAS
• Troubleshoot network issues by testing network health, communications and hardware
• Deploy latest updates and patches to workstations to ensure compliance via SCCM/GPO
• Complete Retina Scans and remediate any vulnerabilities
• Resolve escalations from Help Desk
• Configure and troubleshoot any AD accounts and Roaming Profile Issues

Confidential

Desktop Engineer/Technical Consultant

• Install and Build HP servers for international deployment to Embassy
• Configure servers w/ Server 2003, 2008 R2, IBM Fastback, HP Integrated Lights Out
• Develop servers on-site per Embassy standards (IE: Software installations based on client needs)
• Configure Cisco Catalyst switches using terminals and scripts
• Arrange thin clients per Department of State standards
• Install and configure VM ESXI, virtual machines and servers

Confidential

Desktop Engineer

• Develop and maintain Virtual Application packages using VMware
• Ensure and configure STIG compliance of approved programs
• Management of quarterly images
• Tests patches, STIGS, upgrades, software and other changes in Development Environment and migrate to Production upon approval
• Creates VB scripts or within Script Logic to better control environment behavior

Confidential

Desktop Engineer/Network & Systems Admin 3

• Building and deployment of system images with SCCM, back up user data using USMT
• Troubleshoot issues related to patches, the method of patching as well as looking into imaging issues
• Deploys system wide software via packages
• Assigns privileges through the creation of Group Policy Objects
• Recommends purchase of hardware and software, coordinates installation and provides backup recovery
• Develops and monitors policies and standards for allocation related to the use of computing resources
• Maintains system documentation

Confidential

Help Desk I

• Assist with site access to GCSS
• Escalate access issues and site errors accordingly
• Provide ticket status to enlisted MC personnel
• Troubleshoot network connectivity issues (DNS, DHCP, TCP/IP)

Confidential

Desktop Engineer

• Create, change, and delete user accounts per request
• Provide Tier III/other support per request from various constituencies.  Investigate and troubleshoot issues
• Monitor network integrity using software like Retina
• Deploy software and patches via Desktop Central
• Create baseline images using Symantec Ghost for windows 7 migration and test against DISA STIG/Gold Disk
• Monitor incoming and outbound messaging with Forefront
• Use of Symantec Backup Exec to schedule regular backs and restores if necessary

Confidential

Workstation Technician II

• Deployment, Configuration and Troubleshooting of TALON machines to SIPRnet users (Comsec)
• Configure both SIPRnet (classified) and NIPRnet (un-classified) hardware, user rights, and account setup
• Setup and configure network printers and scan stations.
• Ensure user rights and policies in accordance to least privilege.
• Create Process Guides for regular procedures.
• Connection of RJ45 cabling from UCC to end user communication w/ ITC for activation
• Work closely with data transfers to Encrypted Devices (IE: McAfee HD's, WAVE, SEE)
• Configure certificates from DOD issued Common Access Cards for employees
• Manage configuration of users and PC's in active directory including access rights, security groups, and privileges on server directories
• Use Host Intrusion Detection System (McAfee) to determine intrusion or if network settings are causing errors.
• Use of SMS and SCCM to remotely connect to civilian machines and resolve and/or troubleshoot issues and deploy patches
• Assisted in the hardening of network hosts (IE: PCs, printers, copiers) ensuring correct patching, firmware upgrades
• Initialize blackberry’s using the BES to configure and deploy telecommunication devices
• Participated in Windows 7/Hardware upgrade refresh for entire DSS agency

Confidential

Workstation Technician

• Provide IT troubleshooting support for high level executives (Board Members and Vice Presidents, Legal, and Emergency) for all network computers and peripheral issues.
• Responsible for testing new hardware and software prior to deploying it to the live environment.
• Create SOPs for new hardware and software including patches and firmware updates.
• Lead tech for new projects including but not limited to ERP, new hardware deployments, windows XP/7 migrations, McAfee upgrades, etc.
• Created images with Acronis for specific departments with frequently used apps and latest patches, monthly.
• Train other techs on policies and served as an escalation point for IT issues.
• Configure hardware, user rights, and account setup.
• Maintain and track a complete inventory of spare parts necessary for repair of computer systems and components
• Participate in testing and execution phases involving PCs, Software, printers, handhelds, etc
• Assisted with a wide array of personal hand held devices (Iphone, droid, black berry) to sync w/ exchange server and troubleshoot connectivity
• Maintain server security by upgrading antivirus software and patches on regular basis for off-network users
• Lead contact for ERP/IBM consultants by ensuring hardware and software demands met

Confidential

Team Lead Pricing Team

• Supervise the price accuracy team to ensure that the ad prep and ad corrections for each week are completed.
• Ensure all regular, sale and clearance prices in the store are timely and accurate
• Assist Sales Floor Manager to ensure proper staffing for workload
• Arrange all store price changes are completed on a regular basis including posting signs
• tag audits are completed in a timely manner for the store and that a weekly audit of merchandise pricing in the main store is completed
• Oversees training of new teammates in pricing accuracy guidelines, price change procedures and the ad prep/set process

Confidential

Junior IT Specialist

• Provide network and system maintenance support of network and server environment.
• Provide Help Desk Support to end users including but not limited to the support and installation of applications, hardware and peripherals
• Conduct system installations, troubleshooting, replacements, and upgrades of hardware and software for corporate customers and administer Active Directory accounts for all users
• Add email accounts and manage group policies
• Manage relationships with clients relating to technical support issues. Schedule conference calls; conduct Go-To-Meeting support events
• Experience with Windows Server including Active Directory, Exchange Server with Dell PowerEdge
• Monitor Client/Server environment and troubleshoot issues
• Troubleshooting of hand-held devices (Blackberry and Blackjacks)

Confidential

I.T. Helpdesk

• Maintained computer and other information technology equipment, either by upgrading the servers, or by installing new hardware, replacing equipment, or calling for repair when necessary
• Installed and configure software; roll software out over the network using Ghost, Group Policies or manual installation
• Maintained the network by adding new users, removing old users, and running programs when necessary to keep the network running in good order
• Research databases for fixes to questionable issues
• Updated and configured switches and routers
• Created efficient procedures on retrieving detailed information from users

Confidential

Sales Manager/Advertising

• Used innovation to redefine a design brief and meet the constraints of cost, time & client needs
• Developed design briefs by gathering information and data to clarify design issues
• Created promotional marketing strategies to stimulate sales growth
• Developed strong customer relations
• Managed a staff of 5-10 employees
• Orchestrated partnerships with local businesses to better advertise the business and give our current members incentives
• Defined and enforced network security policies and procedures.

Confidential

Lead Customer Service

• Provided support to Customers and staff on Microsoft Windows, Microsoft Office, and other software packages.
• Used software to troubleshoot users in remote locations
• Provided first level support on hardware issues for notebook and desktop computers.
• Handled up to 30 incoming calls per day
• Provided first level support for SNC telephones; coordinate vendor support for the SNC phone system.
• Provided the resolution of routine customer technical inquiries or issues
• Navigated through Database software to provide all the information necessary to clients/customer.

Confidential

Customer Account Representative II

• Handled a high volume of calls covering the full range of customer services in a prompt and professional manner, obtaining all information for transaction resolution.
• Promoted and recommend Comcast products and services based on a logical relationship to the customer’s needs and interests by selling or up-selling Comcast products and services.
• Practiced continuous quality control in the processing and fulfillment of all customer orders.
• Demonstrated a strong ability to analyze and solve problems regarding billing, service, delinquent account balances, and sales issues.
• Adhered to quality standards, meeting sales and performance goals set by Comcast and local management.
• Diagnosed issues (TCP/IP, Software, hardware) through process of elimination by asking probing questions.
• Effectively communicated information during the initial call to minimize the need for future contact and escalation.