SUMMARY:

• Goal - oriented Desktop Technical Support Professional and System Security Administrator with 16 years of Information Technology.
• Provide helpdesk support, hardware, software, and network issues. Document support issues, create user presentations, and provide timely solutions in stressful situations.
• Active Directory and Exchange administration.
• SCCM Imaging and Norton Ghost imaging.
• SCCM Configuration Console, SCCM Client Center.
• Microsoft Application Virtualization ( App - V ) to make applications available to end users.
• Skilled communicator able to utilize both verbal and written communication, document support issues, create user presentations, mentoring and provide timely solutions in stressful situations.
• Goal-oriented Desktop Technical Support Professional and System Security Administrator with 16 years of Information Technology experience.
• Diploma in Computer Networks and Data Communication.
• Accomplished in establishing networks for new facilities, configuring wireless encryption for laptops, running and installing cat5e and cat6 cabling, and setting up patch panel/punch downs to switches.
• Demonstrated ability to resolve Blackberry Enterprise account and cell issues.
• Implement and manage Symantec ghost image servers.
• Primary technician for corporate Windows computer repairs/replacements of hardware for IBM, Dell, Lenovo and HP desktops and laptops.
• Able to prioritize and organize heavy work-loads under deadlines.
• Excellent problem solving skills.
• Team player.
• Willing to learn new technology, gain knowledge and able to apply concepts quickly.
• Strong oral and written communication skills.
• Excellent, respectable in customer service.
• Enjoy helping others, ‘knowledge base’ documents for users and technicians.
• Budget conscious.
• Ability to thrive in hectic and fast paced environment.
• Ability to work independently and perform duties with little or no supervision.
• Understanding of Help Desk Best Practices (ITIL). And meets SLA’s.
• Research oriented.

TECHNICAL SKILLS:

Proficient in: Windows OS 2010/7/XP/2000, NT.

SharePoint: Permissions/account and sites maintenance

Cisco Security Agent: Server and client deployments, testing and rule management.

Active Directory: User accounts, permissions

MS Exchange: Mailbox creations/deletions, Distribution lists

Antivirus: Symantec Enterprise Antivirus Client, Symantec Corporate Antivirus, Trend Micro Corporate Antivirus.

Computer Repairs: Software/hardware troubleshooting of desktops and laptops

Remote Access: SCCM Control Viewer, Win7 Remote Assistance, RDP, Team Viewer, WebEx, GoToMeeting, VNC, Netmeeting.

PROFESSIONAL EXPERIENCE:

Confidential, Wilmington, DE

SR Desktop Support Analyst Tier 2

• Responding to help desk requests via Service Now.
• Desk side/Remote support (software, hardware and troubleshooting both).
• Workstation setups
• Mentoring other support team members, training users software issues, installs.
• Desktop Director - Power management for VDI’s offsite (troubleshooting - restarts - power on via power switch)
• Software installs via SCCM, App-V, Remote Access and on site.
• Monitor incident queues

Confidential, Wilmington, DE

IT Technician

• Support services to other departments.
• Responding to help desk requests.
• Assisting with the installation, relocation, testing, and troubleshooting of software/hardware for students and staff.
• Coordinating wireless (Also gaming device wireless setups for dorm students) appointments, assisting with wireless network configurations, webpage updates.
• Administrative monitoring and reporting of student accounts.
• Ghost imaging for new/replacement hardware.
• Support for printers, scanners.

Confidential, Newark, De

Desktop Support Tier 1

• First contact for all IT request via telephone.
• Log calls in Remedy, respond and troubleshoot/resolved client issues and request.
• Diagnose and resolve problems for computer & peripheral hardware, enterprise applications, Microsoft Office suite, printers and network connectivity.
• Consulted end-users on the effective use of computer resources and standard applications.
• Provided follow-up and updates with users on outstanding/open tickets.
• Worked with other IT groups to resolve/assign ticket requests.

Confidential, Wilmington, De

Senior Helpdesk Support Tier 3

• Supported 44,000 end users in 4 locations including United States, Middle East, United Kingdom, and Canada on hardware, software, and network issues; worked in corporate office to answer helpdesk calls and assist onsite personnel.
• Addressed 20+ end user support calls or emails daily and 10 calls during on-call weekends, documenting and tracking helpdesk tickets using Alloy Database Ticketing System.
• Oversaw server backup tape rotations and computer repairs, set up workstations by running Ethernet for computers and VoIP systems, and installed computers, VoIP’s, and software.
• Provided one-on-one training to end users on hardware such as printers and fax systems and software and upgrades including Microsoft Office and Esker SmarTerm and demonstrated how to use and configure wireless connections on laptops.
• Spearheaded troubleshooting and repair of Lenovo and Dell desktops and laptops, WYSE thin clients, and IBM e-servers including hardware, software, and upgrades.

Confidential, Wilmington, DE

System Security Administrator

• Administered Windows servers including installing, configuring, and troubleshooting hardware, peripherals, and software for new and existing systems.
• Provided detailed instructions and snapshots in “How To” documents for IT Field Technicians to assist end users by creating handouts using Microsoft Word to address issues such as deployment procedures for DeposiTrak systems, configuration and setup of network printers, and software configurations including AS400, Esker SmarTerm, and Exchange client setups.
• Performed diagnostics and oversaw troubleshooting of system issues including finding the root cause of a slow system such as anti-virus software, CPU spikes, and insufficient RAM; locating network bottlenecks; and correcting SurePOS systems to allow automated server updates via client logs to identify issues with DNS resolution in the domain.
• Coordinated with external client companies including IBM-Lenovo, Ricoh, and Cisco to troubleshoot issues and repair hardware, software, and upgrades to desktops and laptops, WYSE Thin Clients, and IBM e-Servers.
• Trained end users on hardware and software by leading one-on-one training and Cisco training classes at Cisco headquarters in Dallas, Texas for Cisco Security Agent.
• Managed Cisco Security Administration (CSA) Endpoint Protection by deploying, planning, coordinating, and implementing security policies and rule sets to safeguard information for end-point systems to prevent accidental or unauthorized modification, destruction, or disclosure of company data.
• Developed group lockdown policies on sensitive systems using Active Directory and Local Group Policies.
• Spearheaded disaster recovery tasks to ensure backups worked by testing tape rotation and failover plans.
• Supported Symantec Corporate Antivirus and Trend Micro Corporate Antivirus.