SUMMARY:

• Document system changes through change management, team process and procedures, configuration management databases and system diagrams.
• Working with Management and Corporate team to develop / introduce X3 into
• Worked with Wireless Lan Controller and Cisco Switches
• Installed and setup backup jobs using Backup Exec 2010
• Became project manager for 3 global project deployments (WSUS & Kaspersky V.10 & Druva)
• Maintained accurate inventory of machines on site and entering inventory into Sharepoint.
• Was in charge for creating images using Paragon imaging software or Acronis.
• Writes technical specifications for purchase of hardware and systems software.
• Developed and configured websites for Sharepoint 2010

TECHNICAL SKILLS:

Operating systems / Mainframes: Windows 2000/XP/98, Windows Vista, Windows 7, Windows 7, Mac, Microsoft Exchange, DOS, TCP/IP, Advantage, Server 2003, 2008r2

Software / Tools: MS Office 2000/ 2003/2007/2010 (including MS Publisher, and MS Access, Visio); Symantec PC anywhere, Ghost, Remote Desktop, Sonic Wall, VNC, McAfee Anti - Virus, Norton Anti-Virus, WebEx, Kronos, Lotus Notes, Kaspersky anti-virus, Barracuda Web spam/firewall filter, Log me in 123.com, Wireless set up, Paragon imaging software, Secure doc, Exchange 2010, Active Directory, Go To Assist, Internet Explorer 8 & 9 & 10, Acronis, VMware, Backup Exec 2010, Mobile Iron, ERP (Sage X3), Sharepoint 2010, DameWare, ERP (Syteline)

Hardware: Mother Boards, Video & Sound Cards, Monitors, CD-ROM Drives, Memory Chips, IDE/EIDE/SCSI Hard Drives & other devices, SCSI Controller Cards, Tape Backup Drives, Optical Drives, Scanners, Printers, SSD drives, Wireless Linksys routers.

PROFESSIONAL EXPERIENCE:

Confidential, WI

IT Technical Analyst

• Document system changes through change management, team process and procedures, configuration management databases and system diagrams.
• Working with Management and Corporate team to develop / introduce X3 into
• Worked with Wireless Lan Controller and Cisco Switches
• Installed and setup backup jobs using Backup Exec 2010
• Became project manager for 3 global project deployments (WSUS & Kaspersky V.10 & Druva)
• Maintained accurate inventory of machines on site and entering inventory into Sharepoint.
• Was in charge for creating images using Paragon imaging software or Acronis.
• Writes technical specifications for purchase of hardware and systems software.
• Developed and configured websites for Sharepoint 2010
• Configured and supported 28 ipad 5’s & iphone 4&5 & Windows Surface Tablets.

System Support Specialist

• Gathered information & Supported 74 different applications
• Installed applications in a test environment running Server 2008r2 and test the application
• Document installation procedures
• Helped upgrade 40 different applications in a test environment & than put into production
• Monitored performance for all 74 applications
• Created Visio Network Diagrams for 18 of the 74 applications
• Created Project plans in Microsoft Project 2010
• Was the lead on 11 project application upgrades
• Followed up phone calls and emails to end users
• Installed & Tested 74 applications for Windows 7
• Ticketing system used: Helpstar 2012
• Was on a rotating on-call schedule and each month we did WSUS updates

Windows 7 Deployment Team

• Provided level 1 support for clients while migrating them from XP to Windows 7
• Did minimal troubleshooting on issues, before having to escalate the issue to level 2
• Used Remedy ticketing system
• Provided support for over 6,000 clients
• On average accepted 30-40 tickets a day as they came in, if issues were related to Windows 7
• Provided face to face & phone support
• Traveled to Upper Michigan to facilitate Win7 deployment

IT Helpdesk Consultant & Deployment

• Provided customer support via telephone and remotely using GoToAssist HelpAlert
• Supported over 4,000 users including users at other locations as well and kept track of inventory for all users
• Encrypted laptops by using securedoc software
• Deployed new equipment out in the field by travelling to the locations as far North as Baraboo,WI to and as far South to Platteville,WI
• Helped support and troubleshoot over 85 software applications (office 2003/2007/2010 & other in house custom applications )
• Activated and supported Blackberry phones and other cell phones by logging into our Sprint manager account
• Supported internet explorer 8 & 9
• Support users that were on network and off network
• Kept track of inventory by using the route slips that I’ve created
• Deployed and configured Linksys Wireless/DSL router/modems
• Learned how to edit the companies Intranet web page by editing the HTML text.
• Performed Upgrades of virus protection
• On average took 30 to 40 calls and answered emails daily and logged all incoming issues in the call tracking ticket system
• Supported network connectivity issues with end users by checking the Modem and router / had the end user restart them if need be / modem would be turned on first then the router
• Supported Citrix Metaframe by troubleshooting issues when they arise. Supported Windows XP & Windows

Help Desk Coordinator / Administrator

• Provided computer support via telephone and using Techwise ticket system.
• Supported over 500 users that including users at other locations as well as VPN users
• Build/Install workstations including: imaging, profile setup both locally and remotely.
• Built 2 environmental monitor servers to help monitor the temperature in server rooms using VM-Ware
• Performed upgrades of virus protection on corporate Pc's
• Provided support for Kaspersky anti-virus software using centrally managed server
• Saved the company over $3,000 in faulty computer equipment in just being there 6 months
• Created IT procedures for adding/disabling users and machine builds and also for installing other applications
• Help end users quickly and in a courteous manner including follow-up calls/emails
• Installed/Tested Windows 7 operating system for future company use
• Created a new computer naming scheme to provide an organized and clean Active Directory / created & deleted accounts.
• Establish migration plan to move files for each department from one file share server to another file server using Xcopy to retain the permissions of the folders and files.
• 90% of support care for end users was done remotely / or on the phone, 10% was done on site in Richfield
• Supported over 500 end users and kept track of inventory for all users
• Supported 2003/2007 Office / internet explorer 7 & 8
• On average took about 30 to 40 phone calls or help desk tickets per day with a 100% resolution and logged all incoming issues in the call tracking ticket system
• Helped create a knowledge base in the tech-wise ticket system
• Supported and activated Blackberries, and other cell phones by using logging into our Enterprise server
• Was an administrator for Webex / created new users & set up new user accounts

Mis Technician

• Provided computer help desk support via telephone communications with end-users.
• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
• Created IT procedures for adding/disabling users and machine builds and also for installing other applications
• Provided first & second level support to internal end users & resolved user concerns with specific applications, including Windows XP, Microsoft Office 2003 - 2007 & Lotus Notes
• Assisted in deploying, including software selection and development of procedures Worked on the Help Desk to provide support for software, printing, and network access issues
• Performed desktop support to over 2500 employees in person and by telephone.
• Supported and did troubleshooting on Micros PDA's
• Password resets using active directory