SUMMARY:

An accomplished and results oriented professional Systems Analyst/engineer with 14 years experience. Demonstrated success in IT process management. Focused on attention to detail, and adherence to standards. An expert technical innovator, accustomed to total organizational coordination, resource management, and supervision of high - performing teams.

EXPERTISE AREA:

• Database management
• Active Directory
• Upgrade and maintenance of computers
• SMS/SCCM administration
• Windows 2008 R2 Server
• Microsoft Word, Excel, Outlook
• Networking TCP/IP
• Windows 7/8/10
• VPN setup/troubleshooting
• Network security with internet access

PROFESSIONAL EXPERIENCE:

Confidential

System Analyst

Responsibilities:

• Go to remote sites switch cables from router to our Dell Switches. make or run cables as needed..
• Reset phones to factory, place on network and join to new phone system.
• Set up 18 new PC's in training Room.
• Basic support calls.
• Troubleshooting of network printers.
• Setup of tablet computers for users.

Confidential

Systems Engineer

Responsibilities:

• Installation of applications through SCCM.
• Ensure personal and team operational metrics are met.
• Imaging of computers through network.
• VoIP phone installs for new employees. Support of VoIP phones and troubleshooting.
• Setup of Oracle, SAP for Phillips and Siemens network using static IP addresses.
• Network and printer troubleshooting.
• Installation of new network switches.
• Setup of new employees in AD and adding to groups.
• VPN support.
• SecureAuth setup and support

Confidential

Technical Specialist II

Responsibilities:

• Take ownership of issues following through to resolution
• Desktop/Mobile Management and Monitoring
• Hardware procurement and provisioning
• Email and File sharing
• Back Up and Disaster Recovery
• General troubleshooting of peripheral devices
• Ticketing System using Autotask.
• Virtual Workstations Support
• Windows Server support.

Confidential

Systems Engineer

Responsibilities:

• Short term contracts ensuring all requirements are met
• Take ownership of issues following through to resolution
• Assist Field Operations Manager to identify service improvements
• Ensure personal and team operational metrics are met
• Install kiosk in stores setting up TV, desktop PC, provision tablet and phone to function with PC and network connections on wired and wireless connections
• VoIP phone upgrade for offices, removing old devices connect new Avaya phones and connect to network. Connection of cat5 cabling for system to server.
• Windows 7 migration using SCCM, pushing software to upgraded machines, configuration of Office 2013, troubleshooting of application issues within Windows 7

Confidential, Charlotte, NC

Tier 3 Desktop Support

Responsibilities:

• Provide VIP Support- Support the CIO/CEO and other executive management team
• Provide Remote User Support
• Take ownership of issues following through to resolution
• Assist Field Operations Manager to identify service improvements
• Ensure personal and team operational metrics are met
• Maintain and support IT infrastructure and technology issues
• Provide input on technical standards for hardware and software
• Support Policies and standards for security and privacy of data
• Windows 7 imaging, troubleshooting

Confidential, Charlotte, NC

Systems Analyst

Responsibilities:

• Database management and administrator rights tracking for tracking on an enterprise level
• Supported the need of administrator rights with Avecto Privilege Guard by grouping of developers, engineers, and other groups needed for customers to perform their daily functions
• Provided post support for Avecto users in the transition from having full administrator rights to having a system to elevate rights on an as needed basis
• Use of Sharepoints to track multiple team mates actions in large removal and addition to administrative rights
• Use of Maximo ticketing system for tracking trouble tickets to troubleshoot any issues that customers were having with administrative rights
• Use of Support Soft to remotely troubleshoot and fix any issues customers were having with administrative rights prior to and after the pilot roll out of Avecto Privilege Guard software
• Use of Sharepoints to track multiple team mates actions in large removal and addition to administrative rights
• Troubleshooting power user rights to applications for developers in Windows 7 environment
• Creating power user groups for development teams for access to client specific applications
• Troubleshoot/repair network applications for updates to admin access for local machine
• Running scripts to remove large quantity of rights on users machines. Updating script on a daily basis to execute new files.

Confidential, Charlotte, NC

Tier 3 Desktop Support

Responsibilities:

• Deployment of new machines to users including laptop/desktop setup, data moves, and outlook for clients
• Support of over 700 applications on network including Adobe Professional, Adobe Reader 9.0, Adobe Flash Player 10, Omni Station, Toad, Java, Power image, Siebel 8.1, Internet Explorer 6 and 8 and thin app applications
• Support of internal network including network connectivity
• Installing and support for local printers using Windows 2000, XP/7, Windows 2003 Server
• Imaging machines for network using Ghost
• TCP/IP Networking and troubleshooting
• Use of Tivoli for remote access to machines and push applications to machines
• VPN troubleshooting and setup
• Set up and troubleshooting for Confidential EVDO air cards
• Active Directory administration for user accounts and network computers
• Decryption of hard drives that fail to boot to operating system to recover user data
• Safeboot administration reset passwords and password recovery

Confidential, Charlotte, NC

Desktop Support

Responsibilities:

• Creation of images for new hardware being deployed to network using Ghost
• Support of internal network including network connectivity
• Installation and support for local printers using Windows 2000, XP/PRO, Windows 2003 Server
• Imaging machines for network using Ghost
• TCP/IP Networking and troubleshooting. VPN troubleshooting, setup
• Use of Dameware for remote access to machines
• RSA SecureID soft/hard tokens, RSA token

Confidential, Charlotte, NC

Tier 3 Regional Desktop Support

Responsibilities:

• Use of RIS and SCCM management to image machines and move to correct OU’s, push software and windows/software updates and deployment/support for Symantec Anti-Virus
• Upgrade workstations/laptops to Windows XP, Windows 7
• SMS administration, SCCM administration
• Installation and support for local printers using Windows 2000, XP/PRO, Windows 2003 Server
• TCP/IP Networking and troubleshooting
• Use of Dameware for remote access to machines
• Manage and completion of regional projects
• Utimaco Safeguard deployment across entire network
• Active Directory administration
• VPN troubleshooting, setup
• RSA SecureID soft/hard tokens, RSA token/user reset
• Remedy 6.0.3- 7.1.00
• Deployment and support for Symantec Anti-Virus

Confidential, Charlotte, NC

Support Center Analyst

Responsibilities:

• Tier 1 and tier 2 network support including remote access
• Troubleshoot network connectivity issues for desktop and wireless laptops
• Reset client passwords for Windows and other various applications
• Microsoft Outlook setup and troubleshooting for personal folders and contacts
• Troubleshoot network issues for printers and fax machines
• Perform software upgrades and repairs from network.
• Troubleshoot application errors on network
• Use of monitoring tools to troubleshoot issue
• TCP/IP Network troubleshooting
• Troubleshoot remote connections to network and internet connectivity issues.
• Setup of remote access for clients in Cisco networking (vendor access)
• Use of Tivoli for remote access to client pc for assistance with repair of client issue

Confidential, Charlotte, NC

High Speed Data Analyst

Responsibilities:

• Tier 1 and tier 3 phone support for high speed internet and email.
• Set up Outlook Express in all aspects of Windows based computers
• Network Support with various brand name routers including wireless
• Virus and Spyware support in all aspects of Windows based computers
• Tier 1 Digital Phone support
• Troubleshooting TCP/IP connectivity for Ethernet, Wireless and USB connections
• Document client account for call with issue and credit account for down time
• Process payment using ICOMS system
• Assist clients with using Spyware software to repair internet connectivity
• Schedule appointment for client to repair signal level issues
• Assist client with executing Unix commands to connect to internet