PROFESSIONAL SUMMARY:

• I have more than 12 years of IT experience supporting Confidential, Confidential, Confidential Federal Systems, Confidential, and Confidential Bank.
• My areas of expertise are in Desktop and Remote Desktop, Jr. Network Admin, Network Operations, and Asset Management.
• My areas of responsibility led me to supporting anywhere from 100 users up to 6,000 users on large and medium networks.
• I am skilled in Best Practices ITIL Service Delivery Troubleshooting and I am comfortable working in fast paced environment.
• Additional project responsibilities have included imaging deployment of IT hardware, asset management, business analyst functions, and weekly project reporting for IT directors.

STRENGTHS:

I am a reliable and adaptable team player. I am willing to learn and grow to meet the demands of a growing business. Lastly, my skillset and understanding of complex tasks allows to me be flexible and support multiple SLAs.

TECHNICAL SKILLS:

• Active Directory, Incident Management, Remote Desktop Tools, Network Port Management
• WebEx, RealVNC, Bomgar, LanDesk, RDP, TeamViewer, Dameware Mini Remote Control
• Windows XP, 7, 8, 10, Ghost, PXE, Bart P, Asset Management, Warehouse Management
• OUs, security groups and permissions, email distribution groups, user object creation
• HEAT, Service Now, Service Desk Express, Maximo, HP Service Manager, HelpStar
• Dell, Lenovo, HP, Gateway, iPads, iPhones, Blackberry, Fax Machines, Xerox Workcentre
• AVG, Nod32, Panda Cloud Anti: virus, Kaspersky, McAfee, Norton Symantec, Trend Micro

PROFESSIONAL EXPERIENCE:

Field Service Technician

Confidential

Responsibilities:

• On - call area technician for commercial assignments including: Hardware upgrades and configuration, phone migration, wireless audits, and support.
• Responsible for reporting and interacting with internal and external clients.

Field Service Biomedical Engineer l

Confidential

Responsibilities:

• Responsible for accurate and fully tested medical device implementation.
• Logistics planner responsible for scheduling delivering of equipment, personnel, site organization, and equipment delivery.
• Skilled operations performer interacting with internal and external clients.

Desktop, Helpdesk, Migration Technician

Confidential

Responsibilities:

• First line of support to 800 users including Confidential employees
• OUs, security groups, permissions, email distribution groups
• Fast paced team environment engaged with users at all levels
• Active Directory - add new users and computers, data transfers
• Application Troubleshooting break/fix
• Prioritize SLAs to maintain user productivity

PC Technician

Confidential

Responsibilities:

• Re - imaging Windows XP, 7, 8 Pro/Home editions
• Internet connections and working with ISP providers
• File and folder management, data transfer, pc setup
• Anti-virus, spyware removal, software break/fix
• Troubleshooting, optimization, tutoring, follow-up
• Desktop Support / Reimaging Technician at Petco - Contract
• Remote Desktop break/fix, software, network troulbeshooting
• Imaging of 400 Windows 7 Professional Dell Computers
• Quality control and install of specialized programs
• Warehouse and inventory management
• Customer service top priority

Desktop Support / Jr. Network Admin

Confidential

Responsibilities:

• Field Service Support, Remote Desktop, and Inventory Management
• Active Directory - add new users and computers, data transfer
• OUs, security groups, permissions, email distribution groups
• Network Troubleshooting - patch panels, switches, admin console
• Migration of 200 from XP to 7
• Vendor and Asset Management
• Application Troubleshooting, break/fix

Desktop / Deployment Technician

Confidential

Responsibilities:

• Field Service Support new hardware installs on Confidential campus
• Active Directory - add new users and computers, data transfer
• OUs, security groups, permissions, email distribution groups
• Upgraded 400 XP to Windows 7
• Data backup, transfer, software re-installation
• User coaching after system testing

Help Desk II / Imaging

Confidential

Responsibilities:

• Tier ll for 250 users, 80% remote, 20% Deskside
• Upgraded 100 XP to 8, Group Policy
• Migration to new Incident Response System
• Remote Desktop / NOC Support at Confidential
• Desktop for 900 users, 70% in - office, 30% at-home users
• RSA soft token, VPN users, Good for Enterprise SME
• Android, iPhone, iPad, Mainframe operation

Email Migration Specialist

Confidential

Responsibilities:

• Outlook to GMail Enterprise integration 60 users
• Lead configuration at Confidential headquarters

Project Deployment / Migration Technician

Confidential

Responsibilities:

• Deployment 2,000 XP to 7 Dell, HP, Lenovo laptops
• Hardware / Software integration 1200 users

Desktop Support / Asset Management

Confidential

Responsibilities:

• Asset management, third party vendor liaison
• Reporting to Project Manager and Directors
• Supervisor of 12 Desktop Technicians
• Established vendor return policies and procedures

Helpdesk II

Confidential

Responsibilities:

• First point of contact database outages
• Desktop and VIP Deskside
• Password security against social engineering
• Deployment Technician at Confidential - Contract
• Upgrade of 400 XP to 7 PCs for pharmacy users
• Quality Control Technician at Confidential Communications
• Quality control satellite Confidential Video on Demand
• Validated metadata distribution to local markets
• Incident System upgrade

PC Technician

Confidential

Responsibilities:

• Upgraded Consumer PC desktops and laptops
• Hands - on: Power Supplies, Memory, and Virus Removal

Helpdesk Tier l

Confidential

Responsibilities:

• Support 4,000 Lucent users Windows 2000
• Ticket Routing