SUMMARY:

• IT Professional with 17 years of experience in the computer industry as a WAN and LAN technical specialist, Desktop Support Specialist, Network Administrator, and Level 1 Systems Engineer.
• Background includes user support, systems installation, repair, maintenance, server setup and configuration, troubleshooting, problem resolution, installation of structured wiring systems, and purchasing new equipment.
• Experienced in project management and oversight for information systems technology, organizational development, strategic planning, systems analysis and troubleshooting, quality control, forecasting, scheduling and planning, and tracking of results.
• Knowledge of database and application software development, as well as custom hardware systems for a variety of platforms and environments.

TECHNICAL SKILLS:

• Windows
• Word
• PowerPoint
• E - mail and the Internet. Computer/Network Security. Customer Needs Assessment. Advanced Networking. Administrative Reporting. SAP. HEAT
• ITSM
• Remedy
• Manage Engine Servicedesk Plus
• Solarwinds Web Helpdesk
• Astea
• Manage software systems
• Integration/Programming. Team Development/Motivation. Systems Documentation.
• Systems and Network Software Development. Solutions Development. SQL Server. Software Architecture.
• Training Administration.
• MAC OS. Software Deployment.
• Cisco Works. Technical Support.
• User Training and Support.
• Technology Needs Assessment.
• Troubleshooting/Problem Solving. Training and Development.
• End-User Training. Hiring and Supervising Staff. Help Desk Implementation/Development.
• Defect Prevention. Conflict Management and Resolution. Infrastructure Design. Decision Support Systems.
• Database Systems. Database Administration.
• Customer Service.
• Quality Control/Assurance.
• Quality Assurance Monitoring. Quality and Performance Management. Purchasing.
• Project Management. Product Vision and Strategy.
• Information Storage/Retrieval. Policy Design/Development.
• Operating Systems. Network Architecture.
• .Interfacing with Third-Party Vendors.
• Customer Relationship Management.
• Computer/Network Security. Windows Server
• Firewalls
• DNS
• Network Security
• Cisco Technologies
• Group Policy
• DNS
• Software Documentation
• Visio
• Windows Server
• Firewalls
• VPN
• Servers
• VMware
• Databases
• Microsoft Exchange
• Cisco Switches. Disaster Recovery
• Cisco Routers
• XP Integration
• LAN-WAN
• Antivirus
• Virtualization
• Project Management
• TCP/IP
• Web Development
• Wireless Networking
• MySQL
• Help Desk Support
• Operating Systems
• Server Administration
• Networking
• WSUS
• A+

PROFESSIONAL EXPERIENCE:

Systems Engineer

Confidential

• As a Systems Engineer I, I provide support to local and external users on the Dewpoint network. I install and remove user equipment and accounts as needed. I manage the anti - virus server and monitor the network for viruses, malware, unauthorized software, and intrusions. Monitor server events through SolarWind s Orion Network Monitor. I work with the team with any downed server\PC issues. Build, Manage and configure over 50 servers, and provide 3rd level support to both client and Dewpoint users, managers, and programmers. Light script creation. Worked with my team to create GPO s for the OS builds. Built a VM server using Server 2008 R2 to run the asset tracking\ticketing server. I provide 3rd level support to over 200 users on a weekly basis with incoming work orders, calls, walk-up s, and incoming emails.
• Manage file systems, storage devices (SAN), network servers and workstations. Wrote and developed technical documents. Established and administered IT security policies.
• Manage 20 servers for Michigan Bankers Association and Michigan Bankers Title.
• Designed and led network and security system upgrades, providing technical guidance and problem-solving analysis. Administered primary and back-up domain controllers, file servers, print servers, proxy server, and e-mail server.
• Established and administered periodical testing of network backup and recovery procedures to protect corporate data and system assets.
• Worked with Digital Defense Inc. for security penetration testing from the WAN to the firewall to within the LAN to find vulnerabilities for Michigan Bankers Association and Michigan Bankers Title.
• Setup and managed a helpdesk ticket server using ManageEngine Servicedesk plus and Solarwinds Web Helpdesk with SQL Server Express for Dewpoint and Dewpoint s clients to use to track issues, workstation deployment, asset tracking, remote management, package deployment, and system updates.
• Used ManageEngine AdManager and Active Directory to manage the network.
• Build Virtual Servers using VMware and Hyper-V.
• I create training documents to our team for faster break fix and how-to solutions.

Infrastructure Specialist

Confidential, Mi

• As an Infrastructure Specialist, I provide support to local and external users on the State of Michigan s network. I install and remove user equipment as needed. I manage the anti - virus server and monitor the network for viruses, malware, unauthorized software, and intrusions. Manage all software installed on the servers and workstations with System Center Essentials. Monitor server events through System Center Essentials. I work with the team with any downed server\PC issues. Manage and configure 56 servers, build VM servers, and provide 3rd level support to the call center users, managers, and programmers. . Light script creation, built MSI packages with the Infrastructure Architect. Used EMSO package builder for the OS builds. Worked with my team to create GPO s for the OS builds. Built a VM server using Server 2008 R2 to run the asset tracking\ticketing server. I migrated the client PC s from XP to Windows 7 Pro using pixy boot to our build server. I provide 3rd level support to over 200 users on a weekly basis with incoming work orders.
• Managed file systems, storage devices (SAN), network servers and workstations. Wrote and developed technical documents. Established and administered IT security policies.
• Managed Microsoft updates with WSUS. Pushed updates after hours monthly.
• Designed and led network and security system upgrades, providing technical guidance and problem-solving analysis. Administered primary and back-up domain controllers, file servers, print servers, proxy server, and e-mail server.
• Established and administered periodical testing of network backup and recovery procedures to protect corporate data and system assets.
• Setup and managed a helpdesk ticket server using TrackIt 11.1 with SQL Server Express for GC Services to use to track issues, workstation deployment, asset tracking, remote management, package deployment, and system updates.
• Used System Center Essentials and Active Directory to manage the network.
• Managed Cisco Catalyst 48 port switches.
• I create training documents to our team for faster break fix and how-to solutions.

Network Administrator

Confidential, East Lansing Mi

• As a Network Administrator, I provided technical support to local and international users. Installed and configured Windows Xp and Windows 7 (operating systems) workstations. I used Active Directory to manage user accounts and PC s on the LAN. Diagnosed and repaired computers to component and software level, establishing alternative repair procedures to meet customer needs. Performed advanced troubleshooting and resolution of desktop, server, and application issues. Manage all software installed on the servers and workstations with Service Desk Plus. Directed Windows Xp to Windows 7 Professional migration. Provided extensive customer support with both face - to-face and telephone consultation. Trained and assisted users with hands-on troubleshooting of workstation equipment and peripherals. I am currently supporting 150 - 200 users and 15 servers daily. I setup and configure servers, setup domain accounts, manage the phone system, domain, Symantec, print, backup, wsus and database servers. I built Michigan Enrolls an internal intranet site for access to information and tools. I also built a helpdesk ticket server (Servicedesk Plus) for the desktop support team to organize, track, and create tips and tricks for day to day issues. Our project (Michigan Enrolls) was recently named "Call Center of the Year" (By Benchmark Portal) of the entire United States.
• Established and administered periodical testing of network backup and recovery procedures to protect corporate data and system assets.
• Designed and led network and security system upgrades, providing technical guidance and problem-solving analysis. Administered primary and back-up domain controllers, file servers, print servers, proxy server, and e-mail server.
• Managed file systems, storage devices, network servers and workstations. Wrote and developed technical documents. Established and administered IT security policies.
• Setup and managed a helpdesk ticket server using Servicedesk Plus for Maximus to use to track issues, workstation deployment, asset tracking, and system updates.
• Created a new cope and installed a new Catalyst 48 port switch for an addition to our LAN

Desktop Support Technician

Confidential, Okemos, Mi

• Developed and wrote procedures/manuals for the installation, use, and problem solving of communications hardware and software. Created and edited documentation for installation and training manuals. Collected frequently asked questions and wrote formal answers to ensure accuracy of responses and consistency with other Help Desk personnel. Developed and implemented desktop computing and networking standards and procedures to simplify network environment and troubleshooting. Designed and implemented database to track network equipment, computers, servers, and software. Worked with the firewall engineer to monitor network traffic using Wireshark, implemented a relational database system to maintain inventory records for hardware and software, ensuring software license compliance for all installations. Installed, configured, and updated server-based applications, including accounting system and records database. Performed impromptu security checks of servers and workstations to verify adequate virus protection and compliance with corporate procedures.
• Ran the iPad\iPhone team. Created training documentation to train the other tech's on how to connect and configure the IOS devices to synchronize Outlook 2010 contacts, tasks, and emails from our network.
• Installed Cat5e network cable and network jacks in the user s offices for new users.
• Supported over 400 users on a weekly basis with network issues, software issues, and all hardware issues.
• Supported blackberry's, iPhones, iPads, laptops, desktops, servers, Hp and Cannon printers.
• Used remote software to resolve software and network issues on and off the premises.
• Built laptop, and desktop OS images and used Norton Ghost and Acronis imaging software to image over 15 to 20 laptops and desktops per week.
• Worked with Windows 7, Snow Leopard MAC OS, and Windows Xp OS.
• Worked with Heat, ITSM and Astea Ticketing software.
• Used Centennial to inventory all hardware and software.
• Used Active Directory to manage user accounts and PC’s on the LAN.
• Manage all software installed on the servers and workstations with Centennial.

Firedog Manager

Confidential, Mi

• Ran a 5 - man team of technicians to service all the Lansing area for all computer related issues, upgrades, and infection solutions.
• Virus and Malware removal.
• Installed and tested anti-virus software to sell to the public.
• Built OS images and adjusted the OS for increased performance.
• My team and I brought in over $300,000 of revenue into the store from services sold.
• Assisted the sales team to sell laptops, desktops, Firedog Services, and printers.
• Serviced Hp, Compaq, Acer, and Sony laptops and desktops.

Manager\ Network Administrator

Confidential, Howell, Mi

• Managed a 3 - man warehouse team to build and ship product.
• Software training.
• Ordered and built users workstations for customers to use with the measuring system.
• Performed hardware and software support and installation.
• Participated in field installations, engineering and customer support.
• Operated computer help desk assisting users with problems and solutions.
• Configured and maintained Cisco routers and switches.
• Evaluated, purchased, configured and installed equipment.
• Planned and managed all networking projects, budget, configuration, installations and support.