SUMMARY:

• Accomplished and Goal - Oriented
• Productivity Improvement
• Project Planning and Implementation
• Analyze and Support Hardware, Software and Network / Security
• Excels in developing and motivating highly focused teams
• Excellent troubleshooting and technical support abilities
• Experienced in Workstation Rollouts and Operating System Imaging
• Experienced in Server Administration and Maintenance
• Eager to learn Network Security protocols
• Experience working in a Corporate environment fielding support for hundreds of servers (application, data, production, web, email, etc) and thousands of workstations in the Enterprise working environment.

TECHNICAL SKILLS:

Networking/Information Assurance (IA): Cisco Router (2800 T1 Series), Cisco Catalyst Switch (2900 Series), Switching Technologies (Layer 2), Ethernet, FastEthernet, GigEthernet, DSL, Linksys, Cisco Home and Small Business, Belkin Switch Unit, UltraVNC and RDP, LogMeIn, DHCP, DNS, TCP/IP, Cisco VPN, Cisco IOS, VOIP Cisco call manager, Shoretel, Digium Switchvox

Operating Systems: Windows XP - Vista Business - Windows 7, Windows 8.1, Windows Small Business Server 2003, Windows Server 2008 and 2012-R2, Microsoft Exchange 2003, 2008 and 2010, Hyper V and VMWare, Linux

Software: Ticket Tracking Software, PuTTY Telnet Client, MS Office 2003 and 2007, Blackberry Configuration and Support (Enterprise and Small Business), Altiris Desktop Management, LAN Desktop Management, Symantec Products to include Antivirus, Back-up Exec, Symantec Ghost Suite, MS Office 2000/2003/2007/2010, MS Hyper-V Manager, PC Wipe (Permanent File Deletion), Proprietary company software, Orion Law Management, Med Informatix, etc., Citrix, Back up removal for office site storage through Iron Mountain, Business Objects for reporting purposes, QA Testing for Proprietary Company Software, Ludlum Engineering software for radiation detectors, deployment of Vipre antivirus software through management console.

PROFESSIONAL EXPERIENCE:

Confidential

Support Engineer

Responsibilities:

• Provides World Class, white glove Concierge service to Office 365 products and services.
• Respond to and work requests for service and incidents in the company ticketing system through completion. Document all work performed within the requests.
• May be required to respond to emergent requests for service and/or unforeseen demand
• Installation, configuration, and support of Microsoft Office 365 on various platforms
• Provide phone and remote troubleshooting support
• Ability to provide quick recommendations towards resolution
• Ability to see and communicate customer perspective clearly while collaborating with internal departments
• Responsible for efficiently managing the relationship with customers while accurately documenting cases details, and outcomes.
• Represent Microsoft and communicate with corporate customers via telephone, written correspondence, electronic service for technically complex problems
• Ensure accurate and timely resolution for assigned issues
• Provide front line administrator and end user support for multiple clients
• Recognize trends and reoccurring problems
• Administration of applications within the Office 365 suite
• Collaborate with other engineers to find solutions. (Collaboration with Support Engineers at different levels and technology areas to find solutions)
• Report software bugs and customer suggestions to management.

Confidential, St Louis, MO

LAN Admin

Responsibilities:

• Projects to include moving from 3Com VOIP phone system to Digium Switchvox VOIP phone system, providing user phone support and administering phone system to include adding / deleting phone extensions, reset voicemail passwords, system software upgrades, maintain licensing
• Migrated from on premise Exchange server to Office 365, including email, Skype for Business, Online Office Apps and One Drive for Business. Updated DNS entries when we migrated from on premise Exchange Server to Office 365.
• A second Office 365 project to migrate from one Office 365 account to a new Office 365 account.
• Office 365, single sign-on, multi-factor authentication
• Provide general user support for day to day issues for hardware, software, printers and phones for an office environment that includes about 70 users, 3 Vice Presidents, CEO and approximately 15 off-site remote users.
• Manage AT&T mobility services for business to include mobile phones, tablets and air card / mifi devices.
• Work with vendors to include Windstream, AT&T, Charter Communications, Microsoft (Office 365 support, etc (this includes troubleshooting, billing issues, approving invoices for payment, etc)
• Maintain product licenses for Microsoft, Office 365, Office 2010, Digium Phone System, Aptify, etc
• Maintain virtual environment which includes 3 node cluster server environment; utilizing Hyper-V manager for virtual environment.
• Built new Print Server to move from Server 2008 R2 to Server 2012 R2, updated drivers for printers and created new print queues utilizing print services management built into Server 2012.
• Patched servers with security updates, restarts and investigate errors on an on-going monthly basis.
• Active Directory management to include cleaning up active directory (removing unnecessary OU's, creating more relevant OU's), create new users, disable terminated user accounts and move to temporary holding area OU, assigned permissions for users, DNS, DHCP. In the process of rebuilding Active Directory for new domain
• Currently learning power shell in Office 365 environment as well as Server 2012
• Utilize remote connectivity tools including RDP and LogMeIn for remote users.
• Obtain PO's and approval from Director or other management for purchase and allocation of IT equipment purchased for other departments.

Confidential, Granite City, IL

Facilities and Infrastructure Support

Responsibilities:

• Mobile provisioning manager - Manage all of the day to day mobile needs of the Granite City location (Phones, tablets, etc) to include Mobile Iron security management and web@work
• Cisco VOIP phones, soft phones utilizing Cisco Call Manager deployment project
• BES Admin: Move, add and change blackberry users for Enterprise Email for BES 5 and 10
• Connected sign network / server - Maintain connectivity to 38 connected signs for the Safety department through a managed server (Windows Server 2008)
• Network administration to include configuring and deploying switches and routers as VLAN management was recently changed to reflect a new network- layout.
• DVR / Camera Server & Network Management: Maintain functionality of cameras throughout the mill and the servers that save real time and archived data stream (Windows Server 2003)
• Project Work to include: Windows 7 upgrade project, Reliability Assurance Tablet Deployment
• Active Directory to include, user accounts (adds, moves, changes), permissions, DNS, DHCP
• Built and moved the print server from a physical server to a virtual server. Patch with security updates, update print drivers and add new print queues as necessary.
• Other customer support to include printers, laptops, desktop, servers, network support and any other infrastructure related devices.
• Shared application support including installing software on the application server and then sharing out to appropriate groups.
• Utilize Remote connectivity tools such as Dameware, RDP and LanDesk Remote Control to connect to servers, laptops and desktops.
• Rotating on-call schedule

Confidential, St Louis, MO

Midwest Region Systems Analyst

Responsibilities:

• Utilize Active Directory in a Windows 7, Server 2008 environment
• Provide IT Services to 11 locations as the sole IT person in the Midwest Region - hardware, software, network and server support, smart phones and tablets
• Install and upgrade the CPU chip in the Ludlum radiation detectors to upgrade the PC's used to monitor to Windows 7
• Shoretel IP phone system (configure, troubleshoot and install)
• Maintain print server running Windows Server 2008
• Create new Exchange account through the hosted services account. Also, responsible for setting up email account for smart phone use utilizing the security features in place.
• Kept detailed inventory of all hardware and software equipment for the Midwest Region
• Reporting to include Transfer of Costs reports, spare equipment inventory report, monthly reporting for helpdesk management through TrackIT and running reports through Business Objects for department overviews.
• Project planning and implementation Install new retail kiosk, Installation of new intercoms, Company Cell Phone Savings, Windows XP to Windows 7 Upgrade Project, Installation of POE switches at all locations.
• Analyze business practices to improve processes and procedures to increase customer flexibility and productivity through current technology practices.
• Held ongoing seminars for end users on Office related topics
• Rotating on-call schedule

Confidential, Lively Grove, IL

Field IT Analyst

Responsibilities:

• Provide IT Support Services to the job site - including hardware, software, network and server support.
• Utilize Active Directory in a Windows 7, Vista, XP and 2000 environments
• In addition, communicate effectively to the site when there are site wide issues (such as network, email or phone) that affect the site as a whole.
• Work as a liaison between the job site employees and the Corporate IT Department to get new accounts created, email accounts created, network support beyond the local site, phone extensions assigned.
• Install department specific software such as Inspec, TeamWorks, Etc.
• Assist employees with being able to connect remotely through connect.bechtel.com
• Assist employees with logging into Citrix.
• Provide basic support for Blackberries, Apple products (including iPads and iPhones)
• Provide monthly count reports for copiers throughout the job site
• Provide Printer / copier support for most onsite printers. Copiers are under a maintenance contract, create trouble tickets through the vendors site for onsite support.
• Imaging machines using Symantec Ghost software and also wiping hard drives with GDisk32.exe utility found in the Symantec Ghost Suite

Confidential, St. Louis, MO

Root Cause Analyst

Responsibilities:

• Business Objects - Ran reports to analyze call Metrics for the ETSG team. Worked a project with the IMS application in which I analyzed the Top 5 reoccurring issues. From there I worked with the application development team to devise a plan to correct the bugs in the application so these issues would be permanently resolved.
• Used LDAP services in a UNIX environment to look up user accounts for server access at the breweries.
• Complete electronic CMR's for any server reboots, network outages or software implementations that were completed.
• Used HP Service Center for tracking calls, opening, closing and documenting.
• Sybase - Used DB Artisan for connecting to the Sybase servers. Typically used iSQL to run SQL statements to extract data. Also used debug command to find bugs in the application programming, typically programmed in either Visual Basic or .Net.
• Analyze VB and VBA applications to debug programming errors. Submitted errors and bugs to the Application development group or 3rd party vendor to get the application programming changed.
• Used Toad to connect to Oracle Databases, ran SQL statements to extract data from the database.
• Basic VMWare Knowledge, copied snapshots from live HMI's on the brewery production floor and saved them on a test server when it was in a failing state to troubleshoot, diagnose and solve the issue that was occurring.
• Software Support - supported over 250 production and automation software, primary focus of job responsibilities was providing software support in finding bugs in the software to be corrected by the application development group.
• Configured Access Database on Brewery PC's to collect trending data to be later extracted for reporting purposes.
• Worked Rotating On-call schedule.
• Advanced Troubleshooting tools to include: Windbg, Perfmon, Procmon, AD Plus, Omnipeek, Used RDP (console sessions) and ILO.

Confidential, Carbondale, IL

Technical Consultant / System Administrator

• Planned and implemented several projects for new clients and also existing clients.
• Perform duties as system administrator to update servers, install client / server based software, also
• Utilize Active Directory in a Windows 7, Vista, XP and 2000 environments.
• Responsible for implementing and maintaining system security and configurations of company servers while providing IT support, to include planning, software and hardware.
• Analyzes information to determine, recommend, and plan layout for type of computers and peripheral equipment modifications to existing systems for various clients
• Performs hardware, software and network upgrades for various clients, provide LAN support (creating accounts for email and network access as well as VPN, assigning permissions, etc.), Blackberry Support (Small Business Support)
• Meet the needs of each client individually that will help the client grow.
• Provide basic support for Blackberries, Android devices (including phones and tablets), Apple products (including iPads and iPhones)

Confidential, Hampton, VA

Help Desk Manager / Computer Operator

• Managed a 6 person help desk that provided 24/7 coverage to customer service agents as well as Corporate Associates. Responsible for scheduling coverage, running reports to analyze call metrics and communicate with upper level management in the Corporate I.T. Department.
• Provide phone as well as desk side support for customer service agents, corporate employees as well as distribution center associates and retail store associates.
• Used RDP, and LAN Desk Management to connect to clients' machine to install software and trouble shoot problems.
• Used Track It for tracking calls, opening, closing and documenting.
• Utilized Active Directory in a Windows 2000 and XP mixed environment.
• Troubleshoot connectivity issues dealing with Cisco VPN client.
• Used LDAP services in a UNIX environment to add new user accounts and email accounts.
• Maintained documentation of knowledge base as well as training documents for fellow associates.
• Assisted the LAN group of maintaining server clusters for Citrix Server Farm and backups.
• Created LAN accounts and email (as well as messaging services), assigned appropriate permissions for network access.

Confidential, Virginia Beach, VA

MMS / VTC Team Lead and Desktop Services Engineer

• Managed a 4 person Team for providing Multi-Media and VTC services to the Navy. Responsible for tracking assets in each building and assets that were on loan to other departments. Responsible for tracking and maintaining a rotated maintenance schedule on a quarterly basis. Also responsible for managing and controlling downtime and overtime for the team. Ran reports for call metrics to analyze for scheduling changes and to see where focus should be for mentoring and training needs are.
• Set up Multi-Media Service and Video Teleconferencing Equipment in classrooms for Shipyard and Navy Personnel. Scheduled group of 4 personnel to different buildings throughout the shipyard.
• Use SMS and Dameware and Altiris (using carbon copy) to connect to clients machine to install software and trouble shoot problems.
• Configured networks over from secure and unsecure networks for different classes pertaining to the Navy's needs.
• Provided Desk side support as a Desktop Services Engineer. Performs hardware, software and network upgrades as tickets were assigned to do.
• Troubleshoot network connectivity to include LAN and WAN support.
• Used Norton Ghost to create images and also image PCs in the lab.
• Used Peregrine for tracking calls, opening, closing and documenting.
• Black Berry Support and BES support(Set up and support on Enterprise level)
• Copied down configurations for Cisco 2600 and 2800 series routers and 2900 series switches utilizing serial port, sent the devices out to the location(s) it was configured for.

Confidential, Newport News, VA

Senior Help Desk Analyst / Training Assistant

• Key Project Associate on Company-wide infrastructure upgrade.
• Managed Enterprise Print Server after completing the project to get the print server to a manageable state.
• Assisted and lead different projects within the I.T. Department (infrastructure upgrade, new location migrations)
• Assisted the I.T. Trainer by conducting training classes, allowing employees to shadow and coach them as well as being a new hire Mentor.
• Provided first class help desk support to internal employees, about 22,000 employees at retail locations, warehouse distribution centers and Corporate associates.
• Assisted the NOC for troubleshooting downed locations, was the go between for the branches and MCI.
• Black Berry Support and Good devices(Set up and support on Enterprise level)
• Used LDAP services in a UNIX environment to add new user accounts and email accounts.
• Familiar with RAS and VPN protocols, utilizing Cisco VPN concentrator and Cisco VPN Dialer.
• Familiar with PeopleSoft Financials and supporting key file and Citrix server farm.
• Experience with using several different Cisco routers and switches and network design.
• Copied down configurations for Cisco 2600 and 2800 series routers and 2900 series switches utilizing serial port, sent the devices out to the location(s) it was configured for.
• Use Computer Associates call tracking software to document ticket progress
• Utilized Altiris Desktop Management software, recently trained with Altiris associates on their software
• Provided software support by fielding software issues and then breaking into the code through the software interface to research the error to send over the application development team.
• Cross trained with the QA department to test proprietary company software before and after initial implementation.