SUMMARY

Experienced, knowledgeable, and expertise in diverse range of technologies and business processes. Solution focused, team oriented with solid management prowess capable of leading and motivating individuals to maximize levels of productivity in a cohesive team environment, exceptional communication finesse focused on building strong client relationship. Proven ability to successfully analyze and organize critical support requirement, identify deficiencies and potential opportunities and develop innovative solutions that increase reliability and improved productivity, a broad understanding of hardware and software, including installation, configuration, management, trouble shooting and support.

TECHNICAL SKILLS

Windows XP//Win 7/Win 8, Ethernet, VPN, Oracle 11g, MS Access, Service Now and HEAT, Microsoft Active directory, Microsoft Outlook, Gmail, Ethernet, Video & Sound Cards, CD - ROM Drives, Some high end printing systems, Microsoft Office Suite 2010, 2007 (Word, Excel, Project, Visio, Access, Outlook, Power Point, Publisher), Oracle Data Modeler,, knowledge of Oracle SQL, SQL server 2008, UMLet, Oracle Data Modeler, Oracle Application Express and Developer, Active Directory, Hyper V, Windows server 2008, 2010, SCCM, Exchange, Kronos, Microsoft communicator, Lync, SAP, Sales force. Etc

PROFESSIONAL EXPERIENCE

Confidential,Baltimore, Maryland

Retail IT Specialist

• Provide desk-side or remote assistance with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software ranging from Laptops, Desktop PC’s, smartphones, tablets, remote access VPNs, scanning, voice, Multi-function printers internet modems, firewalls, handheld scanners.
• Delivers training programs in support of the POS system, to include: researching the system’s report writing capability, assisting with the training of new cashiers.
• Configure, maintain, and troubleshoot issues with Apple Mobile point of sale (MPOs) for all retail outlets nationwide.
• Conducts research on: the POS and Counterpoint systems’ report writing capabilities and needs of Retail Operations. Learns how to pull identified reports and develops and delivers training pertaining to those reports.
• Maintains effective email, phone, and face to face communication to stores nationwide.
• Contribute knowledge and updated information into Global IT Retail Knowledge Base.
• Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other technical support specialists when needed.
• Set up and guide users on using the various retail applications (epicor) and escalate if necessary.
• Using various IT tools like Cisco Jabber, service now, Microsoft suite, SCCM, SharePoint etc.

System Administrator / Global IT Specialist

• Provide support and troubleshooting for any issues ranging from computers, servers, printers, applications etc. The support base is global and encompasses roughly 35,000 users both in company offices and remote users. 
• Create and implement any new objects needed in Active Directory & Exchange. These could be single user requests or sometimes bulk requests (handled by scripting if necessary): User Accounts (including generic, service accounts etc), Security Groups, Exchange Mailboxes and Distribution lists
• Installing, configuring and controlling access to Cisco VPN, supported systems with Windows XP, Windows 7, windows 8, mac, Internet Explorer, MS- Office, MacAfee Antivirus, Hyperion, Citrix, sales force, etc.
• Troubleshooting and resolving variety of IT issues and alsousing various remote applications.
• Maintain security and SOX compliance on Active Directory & Exchange across multiple domains & forests.
• Monitoring, administration, troubleshoot, and manage infrastructure based systems
• Configure, monitor, maintain and troubleshoot Exchange server and associated technologies for Email data transport (Anti-SPAM, DNS, and SMTP) and OWA (Outlook Web Access).
• Configuring, managing and troubleshooting of various servers and AD management and maintenance. Updates, patching and software installations via group policies (GPO) and escalate accordingly.

Functional\IT Support Analyst

• Provide a full range of technical and troubleshooting support to users in need of assistance with their computer hardware or software.
• Responsible for hardware and software applications for workstations, servers, and network data communications. Collaborated with executive management and department leaders to assess network capacity needs.
• Worked on projects involving setting uphardware and software like computer, printers and servers.
• Experienced with the Helpdesk ticketing system HEAT to track, monitor and update tickets until completion.
• Managed Active Directory (AD) to Create/Reset/Close user accounts
• Check ports for CDPR packets using Cisco Discovery Protocol Reporter (CDPR).
• Duties also include monitoring and documenting network activities, resolving hardware and software issues, monitoring network security, internet and testing hardware/software
• Performing daily, weekly, monthly maintenance backups/restorative exercises (Backup Exec), reviewing server logs for potential issues, as well as by ensuring that anti-virus software and security patches are routinely updated and functioning (Ensuring overall server configuration integrity).
• Manages the hardware, software, analysis, design, implementation and overall improvement of information technology at Compassion's Country and Area offices

Business Development Executive/IT Consultant

• Recruited to develop growth strategies and drive initiatives to facilitate all sales and business development activities.
• Increased new business opportunity targets through implementation of sales target account program that focused sales representative organizations on this rarely touched market. 
• Designed and implemented new sales incentive programs to reward internal sales and marketing personnel for sales growth and implementation of programs for longer term growth.
• Maintained, managed and acquired new customers for the banks and also maintained a variety of business leads.
• Restructured Customer Service team and cross-trained associates on all product offerings to provide one contact point for direct, distribution, and representative sales organizations
• Maintained and troubleshooted the Banks IT software and hardware structure for the branch, escalated and also acted as functional analyst to their application.

System Engineer

• Managed systems configuration and maintenance, problem troubleshooting, system and program security, applications and program management, planning and directing upgrades, and testing operations to ensure optimum system functionality.
• Troubleshoot server hardware issues and work with service providers to facilitate repairs
• Troubleshoot backup failures.
• Windows Server 2003, 2008 R2 installation, deployments, troubleshooting and automation.
• Contributed to defining policies and procedures including domain migration, server consolidation, multi-platform migration, disaster recovery, enterprise backups, and provide capacity-planning, performance and exceptional problem-solving, general systems health reports.