SUMMARY:

More than 14 years in the computer industry providing Desktop, LAN, WAN, System Administration, Telecom and Phone support. Work with supported various software and hardware products. Providing expertise in customer - reported problems and providing deliverables to upper management for meeting SLA requirements. Additional experience consists of leading and managing IT departments with regards to rebuilding PCs, software upgrades, network backups and design, testing, building and inspecting various models of servers, workstations, laptops, printers, and PCs. LAN technology including switches and port connectivity. Telecommunication installations, IP phone setups and data line testing.

A self motivated, outgoing information technology professional talented in Networking Infrastructure, Telecommunication, Blackberry Administration/Support, Project Management, Confidential Phone Systems, System Administration, Desktop Support and Helpdesk Analyst. Using a vast and wide variety of technology from hardware to software, peripherals with protocols and outlines to designs, in each field to stay abreast to upcoming and growing technology company’s use.

Team Lead, Supervisor, Lead Manager, and Manager

TECHNICAL SKILLS:

Proficient using the following applications and more: Microsoft Office Suite, Microsoft Office 365, Lotus Notes, Lotus SmartSuite97 and Millennium (123, Approach, Amipro, Organizer, Word Pro, Freelance Graphics, and Screen Cam), OVNM, Exceed, Remedy, PROFS, Script, Foils, TAPS, Adobe Acrobat, Personnel Communication, Partition Magic, Norton AntiVirus, Symantec SystemWorks, Symantec Internet Security, Nova Net, Netscape, Internet Explorer, NwAdmin, Console One, Tivoli Enterprise Management, SMS, SupportMagic, Groupwise, IBM Mainframe, McAfee VirusScan, Reflections Suite, N4Pass, Powerscribe, CEO Connect, IMG Launch, Rally, Mars, Loftware, Blackberry PDA, Palm PDA, Dell Axim, HP Pocket PC, Data Pilot, Cisco IPTV, Magic Helpdesk System, Citrix, Office Logistics, Fluke Applications, VNC, Ultra VNC, PC ANYWARE, Group Policy Editor, Registry Editor, User Manager, UConnect, Web Ex, Log me In, Remote Assistant, Microsoft SMS, Microsoft Remote Ticket System, Policy Tech, Printshop, Policy Editor, Confidential Console Manager, Lincor, Touchtown, Senior TV, CallPilot, Auto CAD, Active Directory and a very broad range of other various software applications.

Network Protocol and Hardware: TCP/IP, NetBIOS, NWLink IPX/SPX, AppleTalk, Various Ethernet Hubs, Switches, and Routers, Cisco Networks, Cisco Cloud Bridges, Cisco Wireless Controllers

Experience programming in: C, C++, Pascal, Unix, Lisp, Cobol

Operating Systems: Windows 3.1 - Windows 10, Beta Windows 12, IBM OS/2, Unix, Novell Netware, Wyse Systems, Windows Server 7 -12 with Active Directory

Dell Certified in: Optiplex Desktops, Dimension Desktops, Latitude Notebooks, Precision Workstations and Power Edge Servers

Blackberry Devices: Pager Models - 957, 962, Java Based Models - 5790, 5810, 5820, 6210, 6220, 6230, 6280, 6510, 6710, 6720, 6750 SureType and Color Models - Charm, 7210, 7220, 7230, 7250, 7270, 7280, 7290, 7510, 7520, 7730, 7750, 7780, Consumer Models - Electron, Pearl, Pearl Flip, 8800, 8820, 8830, Curve, Javelin, Gemini, Bold, Storm, Tour and current models

Networking Skills: Installing and configuring Cat5e and Cat6 network cable, also installing and configuring wireless network router, hubs, switches, and other networking devices. Labeling and testing data/phone drops and pack panel connections, voice and data lines repair and setup, with Fluke network testing covering LAN and WAN devices. Cisco Network Console, LANDesk Console, and Fluke Network Monitoring Tools

Telecom Skills: Installation of IP Phone Systems, Confidential Magic and Partner Phone Systems, and both 66/122 block punch downs, RJ11, Cross connects, Confidential Phone Model from 2410 - 9611G IP

PROFESSIONAL EXPERIENCE:

Confidential, Cary, NC

LANDesk Administrator

Responsibilities:

• Serve as primary support liaison between company and customer
• Keep customer informed of how and when problems are resolved
• Involved in any additional follow up, testing and troubleshooting
• Maintain Team goals and objectives
• Works directly with the back-line and development teams to resolve complex issues and provide input for product direction 10% - Develop and share knowledge about the software
• Write knowledge base articles and white papers to answer common customer questions
• Deliver and receive training to/from others 10% - Assist other Technical Support Engineers with difficult and complex issues
• May perform other job duties as directed by Employee's Leaders

Confidential, PruittHealth Norcross, GA

Regional IT Field Network Administrator

Responsibilities:

• IT, Confidential Phone Support and Vendor Project Management
• Conducting Site Surveys and helping meet code regulations for building
• Worked with general contractor and contractors to design IT infrastructure
• Provide excellent customer service to partners when working with users on site at remote locations and through phone support.
• Strong troubleshooting and analytical skills required to resolve complex issues.
• Develop and maintain accurate site documentation for sites that are in your assigned region. Have excellent communication skills with other team members and providing technical assistance when necessary to IT group.
• Use of management tools for but not limited to Windows Servers and Services as well as Citrix management tools in order to solve problems and handle requests. Manger projects and report to IT Management about any critical issues. Manger vendor support group that assist in telecommunication installs and projects.
• Provide report if needed about service and networking issues.
• Worked on Cisco, Wireless and Fiber Optic installs and service work.
• Telecommunication responsibilities include but not limited to Confidential PBX and IP phone system install/break fix, System upgrades, Vendor support and daily maintenance, system add, moves and changes. Worked on and with L2, L3 support and Internet Migration. Making system up to corporate standards.

Confidential

Sr. Network/Systems Administrator

Responsibilities:

• supporting desktop/laptop images, configurations, installations, and system network implementation.
• Use Pereguine Tracking System as the client tracking system.
• Managed customer sites of 500+ customers (with system migration, and integration of new system deployment), created an evaluation matrix of downtime for customer base. Quarterly checks for asset management and inventory control of company computer systems in the triangle area.
• Designed and implemented a deployment plan project that replacement antique system architecture with newer technology.
• Remote location include by not limited to Apex, RTP and Raleigh locations.
• Worked on L2 and L3 support throughout client site.
• Helped on project with Internet Migration and Data Communication on client site making systems more rebust.

Confidential, Raleigh, NC

Field Engineer

Responsibilities:

• Perform NC PC repair and installation with PC peripheral installation as well.
• Providing support specifically with POS (point of sale) computer equipment and PDA’s.
• Configure systems and resolve networking issues that occur.
• Manager installs to limit company down time for sales.

Confidential, Raleigh, NC

Field Network Administrator

Responsibilities:

• Provide excellent customer service to partners when working with users on site at remote locations and through phone support.
• Strong troubleshooting and analytical skills required to resolve complex issues.
• Develop and maintain accurate site documentation for sites that are in your assigned region.
• Have excellent communication skills with other team members and providing technical assistance when necessary to IT group.
• Use of management tools for but not limited to Windows Servers and Services as well as Citrix management tools in order to solve problems and handle requests.
• Manger projects and report to IT Management about any critical issues.
• Manger vendor support group that assist in telecommunication installs and projects.
• Provide report if needed about service and networking issues.
• Worked on Cisco, Wireless and Fiber Optic installs and service work.

Confidential, Raleigh, N.C.

Field IT Manager

Responsibilities:

• Coordinating routine office logistics projects and track logistics tasks in logistics tracking program, communicates regularly with end users/customers involved in the office logistics, Provides technical support in the integration of acquisition companies,
• supports desktop upgrade rollouts to entire offices through the scheduling, planning and performance of upgrades, Assists field customers in determining requirements for new or improved telecom systems, obtains telecommunications quotes, approvals and schedules installation of new systems,
• implements recommended equipment modifications and enhancements in accordance with user request and business objectives, provides technical support to field computer users, responds to and resolves end user technical problems regarding equipment and software performance and capabilities, trains and provides instruction to workers in the use of new software or hardware, refers major hardware or software problems or defective products to suppliers and manufacturers to request service,
• assists with the development of training materials for end users as well as the documentation of processes and procedures both within I.T. and the field, participates in and assists with process improvement projects, maintains records of daily data communication transactions, problems and remedial actions in project tracking database and incident tracking database weekly. Resolves all Magic tickets according to policy
• troubleshoots field LAN/WAN issues and works with the Corporate Infrastructure department to resolve, maintains knowledge of current trends in computer hardware and software, works with the corporate infrastructure team on disaster recovery issues, participates in various I.T.
• Department projects as requested, schedules and travels to sites to perform preventative maintenance on various computer hardware and software. Blackberry administrator responsibilities included but not limited to performing device upgrades, end user demonstrations, account setup and changes, patch releases, password resets, registration problems and troubleshooting. Telecommunication responsibilities include but not limited to Confidential PBX and IP phone system install/break fix, System upgrades, Vendor support and daily maintenance, system add, moves and changes.

Confidential, Garner, NC

LRC Manager

Responsibilities:

• Daily operating responsibilities are providing proper functioning and management of the Learning Resources Center (LRC), assistance to students in library literacy and computer applications, administer placement tests, maintain a career development area and assist students in job search activities, document library usage, and manage assigned LRC staff.
• The LRC Manager also provides telecom and LAN Support for both the campus and local community.
• Duties also include managing the campus library, assisting students in library/research activities, supporting information literacy efforts, handling initial career services needs, maintaining a career development area, administering placement tests, providing weekly and monthly reports to Dean of Campus, and managing LRC staff.

Confidential, RTP, NC

Senior IT Systems Analyst/ Interim Team Lead/ Blackberry Administrator

Responsibilities:

• Interim Team Lead of Information Technology Center Support Staff which managed the daily operations and functionally of the service center located in Research Triangle Park.
• Support ten divisions of the US Environmental Protection Agency (EPA) infrastructure and operations.
• Perform various levels of system and application support, to include: desktop/laptop support for MS Windows 98/NT/2000/XP operating systems, Remedy Tracking and Reporting, EHD, LAN, Lotus Notes (iNotes and Sametime), Remote Access Systems, Virtual Private Networks, Auto CAD, Blackberry PDAs, Local Area Network support and setup.
• Configuration and setup of wireless air card using (Sprint, AT&T, and Verizon).
• Blackberry administrator responsibilities included but not limited to performing device upgrades, end user demonstrations, account setup and changes, patch releases, password resets, registration problems and troubleshooting, department question/answers sessions to keep the team up to date current changes and requirements, working with vendors companies in ordering and repairing devices, providing other department team with knowledge about Blackberry devices and assisting in building the team up, also supporting over 300+ blackberry users.

Confidential

Senior IT Systems Analyst/ Blackberry Administrator

Responsibilities:

• Provide Tier 1and 2 support for several divisions of the EPA. Supported and trained customers of the Information Technology Center (ITC) with both hardware and software issues.
• Perform Technical lead administrator duties for the support of Blackberry PDAs to the US EPA customer base.
• Develop technical Guides and installation procedures for End-users and Technical Support Specialist.
• Configuration and setup of wireless air card using (Sprint, AT&T, and Verizon).
• Blackberry administrator responsibilities included but not limited to performing device upgrades, end user demonstrations, account setup and changes, patch releases, password resets, registration problems and troubleshooting, department question/answers sessions to keep the team up to date current changes and requirements, working with vendors companies in ordering and repairing devices 
• providing other department team with knowledge about Blackberry devices and assisting in building the team up, also supporting over 220 blackberry users.

Confidential

Computer Systems Analyst/ Blackberry Administrator

Responsibilities:

• Resolve walk-in, desktop, and telephone customer reported problems by diagnosing problems with Agency-supported or locally supported computer hardware and software.
• Provide day-to-day local user support for LAN, including Windows 2000 and MS Office support, and mainframe connectivity support for the Agency standard desktop configuration.
• Provide graphics support and training room support for new facility customers.
• Monitor the condition of all PC equipment provided in the ITC for customer use.
• Tutor Information Technology Center (ITC) customers in basic functions and operation of Agency-supported or locally supported software.
• Identify new technology to enhance the ITC staffs ability to carry out the Information Technology Center's objectives and mission through the use of industry periodicals, attendance at vendor functions and technology conferences, and use of Confidential intranet or other corporate resources as they become available.
• Document all support calls using the Remedy problem tracking system or other systems as directed by the Program Manager.
• Configuration and setup of wireless air card using (Sprint, AT&T, and Verizon).
• Blackberry administrator responsibilities included but not limited to performing device upgrades, end user demonstrations, account setup and changes, patch releases, password resets, registration problems and troubleshooting, department question/answers sessions to keep the team up to date current changes and requirements, working with vendors companies in ordering and repairing devices providing other department team with knowledge about Blackberry devices and assisting in building the team up, also supporting over 100 blackberry users.