SUMMARY:

• Proactive Information Systems professional wif more TEMPthan 18 years of technical, system administration and team lead experience wif a wide range of computer hardware, software, servers, networks, printers and mobile devices.
• Highly versatile, wif innate ability to quickly learn even the most complicated equipment or system.
• Strong focus on troubleshooting and problem resolution to provide minimal disruptions to end users.

CORE COMPETENCIES

• Server Support / Maintenance • Network Support / Management • Mobile Devices
• Troubleshooting • Problem Resolution • Server Applications • Help Desk Operations
• End User Support • Life Cycle Management • Inventory Management • Database Development
• Network Management • Remote Operations • Multisite Operations • Laptop / Desktop Support
• Team Building / Leadership • Training • License Management • Documentation

TECHNICAL SKILLS:

Software: Windows 95 / XP / 7 / 8.1/ 10 • Windows Server 2000 / 2003 / 2007 / 2008 / 2012 / 2016 • Active Directory • VM Ware • Oracle • SQL • Exchange Server 2003 / 2007/2008/2010/2013/2016/365 • BlackBerry Exchange Server • SonicWALL Symantec Backup Exec • PC Monitor • Altiris • Spiceworks • VMware • Service Now • Remedy • Magic Service Desk • Sales Logic CRM • LogMeIn Rescue • Office Communicator • Lync • Skype for Business • Virtual PC • Microsoft Office (all versions) • Office 365 • Microsoft Silverlight • Visual Studio 2010 • AutoCAD Support • Active Sync • Windows Mobile Device Center • Net Motion Mobility Siebel Handheld • NxGen • iPhone • iPad • iOS • BlackBerry OS • Windows Phone 7 • Android • Air - Watch • Mobile Iron • Kaseya • AppAssure

Hardware: PC and Mac Desktops / Laptops • Local Area Networks • IP Phone • IPBX Wi-Fi Hotspot Setup / Networking • HP LaserJet Printer • Network Copier • Projectors • Document Cameras • Web Cameras • Wireless and WiFi Devices

PROFESSIONAL EXPERIENCE

Owner/Lead Technical Support Technician

• Started LDC Tech Support to support individuals and small businesses wif their Computer and Technology Support needs.
• Setup marketing campaigns for local advertising.
• Troubleshoot and repair technology and computer issues both onsite and remotely.
• Training users on their operating systems and halping them understand their technology further.
• Created, manage and maintain all LDC websites and setup web accessible halp desk to assist in ticket tracking for customers. Handle all financial management for the business. Take pride in providing the best customer service and support for my clients.

Technical Services Engineer

Major Contributions:

• Manage the halpdesk and improved customer service for all current customers.
• Discovered a failing backup dat was not reporting. Resolved the issue and saved the client over a $100 a month on their backup.
• Created a check list dat was used to track the steps taken in new installs and reinstalls. dis allowed anyone to be able to pick up where someone else left off and improved inventory tracking for our clients.

Client Technologies Tech II

• Major Contributions: Received rave reviews from the Math and Science Department. They personally TEMPthanked my boss for my assistance and great support at their department review meeting.

Technology Support Specialist

Major Contributions:

• Implemented and maintained a Spiceworks ticketing system which dramatically reduced our monthly costs. When the server was setup we were unable to access the port for the Spiceworks Server. I was able to troubleshoot and pinpoint the issue and resolve it. We were tan able to access the ticketing portal online and utilize the Spiceworks Ticketing App for our iOS and Android devices.
• Assisted in the design and implementation of our company website. Creating graphics and links to the ticketing portal I setup and access to LMIR directly from the site.

Technical Support Specialist

Major Contributions:

• Found a software upgrade registry error dat prevented users from being able to synchronize their devices, devised a walkthrough for a temporary manual fix, and collaborated wif programmers on a permanent solution.
• Initiated development of a programming script the technical support team could use to halp users resolve a common error, slashing 5-10 minutes per halp call and saving money by eliminating the need to remotely access the user’s device.
• Acted proactively to fill a need for a team lead to guide technical support and training on major account, streamlining support efforts and improving customer service.

Communications and Information Systems Administrator

Major Contributions:

• Developed IT management operations from scratch and earned a reputation for finding quick, low-cost solutions to challenges and problems.
• Migrated from Exchange 2003 to Exchange 2007.
• Slashed phone and Internet bills by $2,000 per month by negotiating better pricing and switching providers if necessary.
• Cut number of technical support calls by 40% by improving terminal server performance.
• Used VMware to halp convert from 10 physical servers to 7 virtual servers.
• Wrote and maintained disaster recovery plan documentation.
• Formulated policies and procedures for starting and terminating computer and phone accounts for new hires and terminations, including developing a packet providing new employees login, email, phone and program-specific account information.

Lead Help Desk Analyst

Major Contributions:

• Promoted to Team Lead.
• Compiled a knowledge base as a referral for support staff.
• Documented and shared ways to walk through technical problems.
• Assisted in revamping technical material provided to new hires.

Major Contributions:

• Large public research university wif nearly 40,000 students.

User Services Specialist

Major Contributions:

• Instituted an inventory list and scanner log.
• Created and implemented a life cycle management program for all IT assets.
• Launched a computer lab, including maintaining the equipment, and a computer loaner program.