SUMMARY:

• I have over 10yrs. providing IT Support. I am highly skilled providing excellent customer service to requests regarding user’s computer hardware and software related issues.
• I also provide Systems Administration knowledge in troubleshooting server and network related issues. Some of those issues involve outages, virtual machines, Citrix, DFS, AD, switches, backups, Microsoft Exchange.
• I also have Project Management and Supervisory Experience which has been very useful in Imaging and OS Migrations and O365 Deployments Company wide.

TECHNICAL SKILLS:

Hardware: PC, Mac, Printers, Servers, Backup, PBX, Network Equipment(NIC, Switches, Routers), Mobile Devices(Blackberry, Apple, Android, Microsoft), Multi - Function Devices(MFD/MFP)(Ricoh, Aficio, Xerox, HP) Audio Video(A/V) Equipment/Video Conferencing(Polycom, Tandberg, Crestron), Firewall, WAP, SAN, NAS, Raritan, Blades, VoIP Telephony, IVR Systems

Software: Windows(XP, 7, 8, 10), Windows Server(2003-2012), MS Exchange(hybrid, on premise, Exchange Hosted), MS Office(2007, 2010, 2013, O365), Active Directory(AD/AD Federated Services), Backup Exec, Enterprise Manager, MS SQL, Remote Tools(RDP, VNC, Skype for Business, Join.me, Go To Assist), OCR, Ghost, SCCM, Anti-Virus(Trend Micro, Symantec, McAfee), Castelle Faxpress, Firewall, Adobe Creative Cloud/Suite(Photoshop, Illustrator, Premiere, Acrobat), Ticketing Systems(Kaseya, Remedy, Track-IT, Spiceworks, Salesforce, HelpStar), Etrust, GoFile Room, Blackberry Enterprise Manager(BES(5, 10), Citrix, MDT, SCCM, Netbackup, Acronis, Lotus Notes, Operating Systems(Windows, OSX, Ubuntu, Fedora, Redhat) Quest Software, Virtualization(VMWare, Hyper-V) VoIP Management Software, Deepfreeze, IVR Management Software, Mobile Device Management(MDM, Maas360, Kaseya), ActiveSync, Network Methodologies(DHCP, DNS, TCP/IP, FTP), Scripting, GPO

PROFESSIONAL EXPERIENCE:

Senior IT Support Specialist

Confidential

Responsibilities:

• First point of contact for all IT related issues and provided excellent Tier 1 - 3 support including Executive end users
• Managed the all stages of the rollout Project for Office 2010 and 2013/O365 well ahead of deadline
• Responsible for backups and restores as part of our Disaster Recovery Process
• Troubleshooting and Configuring various aspects of our Cisco VoIP System(Broadsoft)
• Building, Configuration and Administration of Server’s (File/Print Servers, SCCM 2012, SQL 2007/2012)
• Creating and deploying images and software packages
• Excelled closing more open tickets and providing great remote and desk-side support as needed
• Administration and Configuration of Virtual Machines(VMWare)
• Managed Citrix Server Environment (XenServer, XenApp, XenDesktop(VDI)
• Highly skilled in the use of Adobe Creative Suite to create in house branding, screensavers, and other graphic/video editing software for training videos and materials
• Mobile Device Management(MDM) Administrator for Blackberry, Android, IOS and Windows Phone(Maas360)
• Improved Onboarding Process and Configuration of Hardware(Laptop/Desktops) and User creation from and all day process to hours
• Supporting the use of Mac’s on the network for printer and network access and authentication as needed
• System Administration of all Network related items not limited to switches, servers, printers and conference room equipment, which also entailed maintaining regular maintenance schedules
• Setting up, Troubleshooting and Maintenance of Audio Video(A/V) equipment (Crestron, Polycom, Lync/Skype for Business, Tandberg); Developed the standard for our mobile conference room unit
• Provided Project Management and Supervisory roles to various individuals throughout multiple and interconnected projects to meet and stay on target in an effort to minimize cost
• MS SharePoint Administration; maintaining sites, libraries and applying the necessary permissions as necessary
• MS Exchange Hybrid Administration in an Active Directory Federated(ADFS) environment; supporting both on premise and hosted/cloud servers, creating accounts, lists, permissions, black and white lists of domains to minimize spam and the MDM in O365

Network Technologist

Confidential

Responsibilities:

• Primary point of contact for all onsite and remote support for all levels of end users dealing with laptop and desktop related issues as well as software issues
• Onboarding of users; AD account creation, computer setup and configuration and phone setup
• Mobile Device Management of IOS, Android and Blackberries
• Installation and configuration of Lotus Notes
• System Administration of network related issues, server installation and configuration, backup and disaster recovery
• Administration of SCCM server environment
• Project Management of Companywide Windows 7 deployment/migration
• Project Management of Office Suite 2007/2010 deployment/migration
• Setting up and Configuration of Virtual Machines(VMWare)
• Traveling as needed to remote locations to provide user support and System Administration for network environment
• Primary Imaging Specialist, created and deployed and kept images up to date on a regular basis
• Active Directory(AD) Management; user creation/termination, permissions, GPO’s, Distribution Lists, Security Groups, OU Management, Login Scripts

IT Service Desk Analyst - Engineer

Confidential

Responsibilities:

• Primary point of contact for all onsite and remote support for all levels of end users dealing with laptop and desktop related issues as well as software issues for various Clients in and outside the DC Metro area
• Onboarding of users; AD account creation, computer setup and configuration and phone setup
• Mobile Device Management of IOS, Android, Blackberries and Treo
• Installation and configuration of Outlook to use hosted Exchange and On Premise services
• System Administration of network related issues, server installation and configuration, backup and disaster recovery
• Setting up and Configuration of Virtual Machines(VMWare)
• Traveling as needed to remote locations to provide user support and System Administration for network environment
• Active Directory(AD) Management; user creation/termination, permissions, GPO’s, Distribution Lists, Security Groups, OU Management, Login Scripts
• Provide Citrix Administration for published apps and approving usage of apps and other related issues connected with printing
• File/Print Server Administration
• Supporting multiple end users and Clients in mixed environments of Macs and Windows on both desktop and servers

Technical Support - Help Desk

Confidential

Responsibilities:

• As a primary point of contact provided daily support for MS Office, network and hardware related issues
• Onboarding of users; AD account creation, computer setup and configuration
• As an Imaging Specialist was in charging of imaging all end user computers either for new hires or upgrading to a new computer, was also in charge of keeping the Remote Installation Server(RIS) up to date with patches and base software
• Installation and configuration of Outlook to use hosted Exchange and On Premise services
• System Administration of network related issues, server installation and configuration, backup and disaster recovery
• Active Directory(AD) Management; user creation/termination, permissions, GPO’s, Distribution Lists, Security Groups, OU Management, Login Scripts
• Provide Citrix Administration for published apps and approving usage of apps and other related issues connected with printing
• File/Print Server Administration
• Blackberry Enterprise Server Administration
• Development of training media for new employees and continuous education of current staff
• Setting up various “classroom” style training rooms as well as A/V equipment for trainings and Video Conferences
• Nortel Telecom Support

Network Administrator - PBX Administrator

Confidential

Responsibilities:

• Configured and administered entire Windows 2003/XP network
• Multiple and single user support
• Installation of OS and deployment of workstations
• Maintained SQL Database
• Maintained backup schedule
• Installation of new mail server
• Setting up shared folders with appropriate permissions and security
• Active Director Administrator
• Securing network
• HP Printer maintenance and minor repairs
• Upgrading workstations as needed
• PBX Administrator
• Installation of a NEAX 2000 IPS phone system
• Trouble shooting all phone related issues
• Creating voicemail accounts
• Creating splits, pilots, call control vectors (CCV), transaction boxes and routing of phone calls.
• Programming of NEC Dterm phones

Network Administrator - PBX Administrator

Confidential

Responsibilities:

• Responsible for resolving network related issues
• Server and Workstation support and maintenance for offices in multiple offices
• Rolled out over 2,000 Windows workstations for offices in MD and FL as we transitioned to digital capabilities
• Citrix Administration
• Setup office from ground up (1,000 workstations and servers)
• Maintained and manage security policies and permissions
• HP Printer maintenance and minor repairs
• Making and pushing images for easy deployent and upgrades
• Active Directory Administrator
• Troubleshooting all phone related problems.
• Assigning and setting up user phones, extensions and voicemail.
• Working with vendors to resolve issues that occurred.
• Implemented multiple Interactive Voice Response (IVR) systems
• Installed and maintained multiple fax servers
• Created and assigned Direct Inbound Dial (DID) numbers
• Running and punching wires for other applications.
• Assigning ACD positions as needed.
• Creating and programming splits, call control vector (CCV), pilots, and hunt groups.
• Programming phones.