SUMMARY:

• Customer focused professional with the ability to provide superior technical support at all levels. With more than 14 years’, experience identifying, troubleshooting, migrating and repairing complex applications, networks, servers, and computers.
• I have excellent experience in customer IT Desktop Support with Macs and Windows, Remote/Phone Support & Level 2/3 Help Desk support.
• Very strong skill set in Active Directory, Windows & Network Administration, Group Policy Organization, Server Refresh’s, & Router - Switch installations.
• I am very proficient in supporting MAC OS 9 to Mac OSX Sierra and Windows Server Administrations, Server 2003/2008R2/2012R2 + Windows XP / 7 /8.1 & 10 environments, doing Imaging, Migrations, Software Deployments, and Mobile Device Management ( Confidential ) for Androids/IOS/ & Window’s Phones.
• Excellent communication skills and very end user-friendly, I work great autonomously or in a team setting.
• Microsoft Office Suites / O365, all versions of Microsoft Outlook,
• Remote Access & Virtualization Technology (VMware)
• MS Active Directory Administration (GPO’s, OU’s, Forest domains, DNS. DHCP, WSUS, (AD DS, AD CS, AD FS), Etc.
• MS-Exchange \ Sharepoint support,
• SCCM, Casper Imaging suite Software, and Image deployments, Roaming Profiles
• Confidential Remedy, Service Now, & SAP, Help Desk & Inventory tracking systems, ITSM & ITIL tools,
• Ultra VNC Server, Crash Plan Pro Backup utility, Interactive desktop phone client ( Confidential ),
• Confidential Mobile Tango, Mobile Air watch & Mobile Iron, ( Confidential ) management,
• Confidential K1000 + K2000 administration.
• Skype/Lync - Live Videoconference -Telecommunications meeting setups,
• AutoCAD, Adobe CS3-CS6 web support Lotus Notes to Office 365 migrations, Windows XP - Windows 7 Migrations \ Windows 7 to Windows 8.1 & 10 Migrations.
• Altiris Imaging Servers, Windows Deployment Services, (WDS), MDT, USMT) Imaging and Migrations, Roaming Profiles
• Lotus Notes to Microsoft office 2013 Migrations and Deskside visit supports & documentations

TECHNICAL SKILLS:

Platforms / Operating Systems: Windows 95 to Windows 10 Expert, Windows NT/Server 2003/2008 R2/ 2012R2 - Mac OS 9 to Mac OSX Sierra, Linux Ubuntu, Red Hat Enterprise 7, Linux Mint & Linux Cent OS

Hardware: Lenovo, IBM, HP, Dell, Confidential, Asus, Samsung, Panasonic, Toshiba, Gateway, Sony, all brands of Laptops, Desktops, Servers, Confidential IOS + Androids ( Confidential - Mobile Device Management)

Languages/Migration Tools: MPP, MPT, MPX, MDT, SCCM, WDS, USMT, ConfigMgr, Msconfig, .BAT, CMD, IPconfig (Reset, Renew, DNS flush Etc.) Netstat.exe, (GPO) gpudpate /force, Casper Imageing Suite.

Networking: LAN, WAN, TCP/IP, IPv4, IPv6, DNS, IMAP, POP, SMTP, VPN, DHCP, Confidential Networking (CCNA), WINS, Remote Access, Static IP, RDP, 802.11xs, Secure FTP, VoIP

PROFESSIONAL EXPERIENCE:

Confidential, Elk Grove Village, IL

Team Lead Sr. Technical & Networking Support Specialist\ Linux Support \ Data Center Support

Responsibilities:

• Provided remote hands and eyes for customers when working at Confidential Data centers.
• Confidential Any connect VPN client setups, Configurations issues, connection settings, Confidential .
• Hardware \ software configurations and installation of managed products,
• Repaired, updated, and replaced all HP CL5200 Blade Servers, HP ProLiant’s Gen 8, ZT Systems Config hosts, Confidential Switches, Routers and (MX2020) Netscalers hardware repairs\ Maintenance.
• Completing new cabling projects and managing existing cabling plants. inside Confidential Data-Centers.
• Created, Updated, Resolved, Escalated & Closed tickets using Mac OS Espresso and Service Now ticketing systems.
• Maintain accurate and detailed logs within the established ticketing system for customer calls and system alerts, as well as for communication and escalation steps taken to ensure prompt resolution of data center facilities, networks, and customer related issues.
• Install cabinets and customer equipment based on documentation provided by provisioning and established Data Center Operation procedures.
• Worked with customers, other systems engineers, and management to communicate ticket status.
• Ensure tickets were being opened, worked and escalated based on Confidential set standards
• Reviewed all resolved tickets to properly document the correct resolution of the problems and steps taken for resolved tickets to be properly documented and uploaded to Confidential (KB) in Service Now.
• Maintained all hardware Inventory (ordered parts as needed for all 6 of our Illinois data center locations).
• Trained many Break/Fix technicians answered any questions they would have & created documents for them to follow procedures correctly.
• Doubled checked new technicians work to make sure all hosts were properly fixed and cabled.
• Used IPMI 2.0 Launchpad Linux SSH commands to diagnosis and remote into offshore servers and hosts.
• Constantly updated ticket Status, Inventory, and escalations in Espresso, Rushmore Inventory, iTrac and Service Now by putting in very detailed instructions on what I did to get the host\servers to respond again.
• Updated BIOS, FRU and Confidential network Configurations on the HP Blade Servers, ZT SYSTEMS Hosts, Confidential Switches, Routers, & MX2020 Netscalers, Using Linux Mint & Linux Cent OS operating systems.
• Replaced Midplane, Backplanes PCA 1 & 2 Modules for HDD Failures, System Boards, SPS-PCA Interposer board’s PCI-e Riser cards, SAS Expander Modules, SPS Chain modules, DIMMS, CPU’s, Heatsinks, HP CL6500 Blade Servers, HP ProLiant generation 8 servers and ZT Config system board replacements, Replaced Internal Hard Disks, including SAN, NAS, SAS-12Gbps, Mega RAID SAS ‘s & SSD’s.
• Made sure all hosts had no OOB (Out of Band) networking issues and were reachable remotely.
• Connected a KVM Switch or Crash cart to update the BIOS or to check on the Networking settings, made sure all host were configured to have a Dynamically Configured (DHCP) IP Address and not a static IP.
• Met all SLA Guidelines and finished Cabling, Hardware and troubleshooting hosts on time.
• Traveled to all other Confidential Data centers in the city and Suburbs to fix any Networking or Hardware/software Issues that were in our ticket Que.

Confidential, Chicago, IL

Tier 2-3 Deskside & Remote Phone Technical Support

Responsibilities:

• Confidential resolution to keep the Ticket Queue below 5% at all times if possible.
• Used Service Now ITIL-Resolved - Closed an average of 25 to 30 Tickets daily.
• Used Skype for Business/Lync 2013 & Bomgar to remote in and setup client’s outlook profiles.
• Re-Built, Repaired, Updated & Renewed damaged and incorrectly setup Confidential accounts.
• Enrolled -Unenrolled users in Confidential Airwatch after migrations on Confidential, Android’s, Windows Phones, and tablets. (Mobile Device Management)
• Guided clients with documentation on how to correctly add their accounts in Outlook 2013 and how to sign in the new Confidential with their new credentials.
• Reset client’s passwords for logging into Confidential and the Outlook 2013 Client.
• Fixed permission, started outlook in safe mode - /Safe or /resetnavpane, when the Outlook client would no longer start-up or give error message such as (Microsoft Outlook cannot start error messages.)
• Used Scanpst.exe or Scanost.exe to repair damaged. PST or. OST Files
• Worked in a heavy team environment, using Skype for daily meetings about new issues we would be seeing more commonly daily, to figure out or share our experiences on how we would troubleshoot or find out a solution to the problem.
• We used Max Align - Skype as our phones and call client software.
• Worked with Service Now ITIL Help- Desk tracking tool, to Resolve, Change, Escalate and Update client’s status and notes in our Que.
• In addition, we used Service Now to assign tickets to our self’s and updated the KB (Knowledge Base) daily with new documentation we would create.
• Fixed issues with clients not able to see or access shared mailboxes in Calendar after Exchange migrations completed.
• Constant communication with clients to let them know when they would be migrated and scheduled best time to reach them and fix any issues they were having.
• Cleared out Cache in Skype-Lync when it would not connect to the Confidential Exchange servers or when it would not save the conversation history into Outlook 2013.
• We used the Microsoft Toolkit and other online office tools to diagnose problems further when clients were not able to log in after the exchange migration to Multi-Tenant.

Confidential, Evanston, IL

Level 3 Distributed Desktop & Remote Support

Responsibilities:

• Provided Level 3 Helpdesk - Desk Side support for students, staff members, high-end executive clients, and CEOs for multiple departments around the whole Northwestern Evanston and Chicago location campuses.
• 60% Mac OS X environment support and 40% Windows support Administration, Hardware- Break-Fix, and networking support
• Active Directory Administration, Group Policy Organization’s, Organizational Units, WSUS etc. (WSUS updates - hotfixes patches, Created, updated and tested new GPO’s and OU’s within Active Directory) using Windows Server 2008R2
• Service Now & Confidential Remedy Helpdesk ITIL tools to update, create, close and escalated or rerouted tickets to the correct department.
• Remote and phone support using, Bomgar remote access software for students & VIP clients.
• Daily Windows Migrations and deployments of Windows XP/7/8.1 & 10 on Dell + Lenovo desktops and laptops using the Altiris Imaging server or Confidential .
• Daily MAC OSX Imaging, Deployments and Provisioning using the Casper imaging suite for all Confidential devices (MacBooks Pro’s, Confidential & iPads)
• Worked with Confidential & Dell Confidential software daily to keep track of our entire inventory, Assets & monitoring organized.
• Confidential - K2000 to Create, distribute & deploy software or images for different departments within the university.
• Onsite Desk side support in Evanston & downtown Chicago for students, staff, & high-end executive user departments.
• Installed and setup Confidential Any Connect VPN’s for students and VIP executive clients.
• Microsoft Outlook Issues (.pst - .ost) Rebuilding- Repairing accounts, Cleaning Cache, Sharing Folders, Calendar issues, etc.) & Confidential 2013 - Skype for business support issues.
• Supported Microsoft Office versions 2010/ 2013/ O365 & Adobe CS6 Web Cloud support
• Made sure Crash Plan Pro was backing up all computers files on the Northwestern domain properly and checked to see if anyone was using more space than allowed on the server.
• Supported the level 2 support center when they would have issues with the ( Confidential - Interactive Phone Client software) or whenever their desktops would not boot or work anymore.
• Setup new employee’s desks, computers, LCD’s, printers, phones, or changed locations, with all Hardware and setup stand-up or regular desks for employees that were transferring to new departments.
• Setup/added user permissions, unlocked passwords, created & deleted employee accounts, Gave clients extra permissions when needed through Active Directory.
• Used the CDW portal to order new computer hardware that was still under warranty from Lenovo, Dell, and Confidential when parts would go bad, or when running low on certain computer peripherals .
• Setup and used Parallels VMware Virtualization technology on Mac Computers to be able to run multiple windows operating systems and log into different servers for various tasks using Windows 7, 8.1 and windows 10.
• Installed & configured Ultra VNC Server & Viewer made sure connections were secure for password resets, Remote Control access and mirroring with strong encryption for the level 2 support center.
• Replaced, installed, & upgraded new Hard Drives, Memory, Laptop LCD’s, Motherboards, Power supply’s, on Mac + PC Desktops and Laptops, Also reconfigured and installed faulty networking equipment Wireless Routers, Switches, and Cables.
• Supported MFP Printers, I.P. Address problems, setup new users to scan files directly to their email, installed new ink toners & made sure all printers had the newest up to date drivers.
• Setup Hard Drive and Motherboard encryption using the Confidential 1000 utility by activating the TPM chips in BIOS on Dell laptops and desktops.
• File Vault encryption & Gatekeeper configuration on certain Confidential Pro models.

Confidential, Wheeling, IL

Windows XP to Windows 7 Migration /Helpdesk & Remote\Phone Support Specialist

Responsibilities:

• Account and Network Administration using Active Directory - for Creating accounts for new users, Organizational units OU’s, Deleted old employee’s information Etc.
• Used Altiris Imagining Server and SCCM 2012 to migrate-deploy software and upgrade over 800 -H. P, Dell, Macs Desktop\Laptop PC’s & Virtual Machines (VMware) for a medium sized business.
• Preloaded Windows 7 Image using Win7pe to create a custom image with updates that suit the business.
• Loaded all windows 7 updates to the win7pe Pre-boot image before deploying the image through Altiris or SCCM 2012.
• Used SCCM 2012 for software deployments such as latest Windows Updates, latest versions of Google Chrome, Java, Sophos Anti-Virus+ updated definitions, Adobe Reader and Flash Player on all computers after the migrations were complete.
• Backed up all user Settings and profiles, documents, outlook files etc. Using windows easy transfer onto the Accuquote Network share drive. We also used other methods and backup tools to back up every User Profiles information before putting on the new image and reloading all data and drivers after Migrations were completed.
• Migrated Microsoft office making sure there .ost and .pst files were backed up and restored.
• Tested operating systems and software upgrades/patches via SCCM installing the upgrade/patches to the test PC’s and Virtual Machines first, If all tests were successful and did not interfere with any programs, security patches, or hardware on the test PC’s, Servers or (VM’s) we would then deploy & distribute the upgrades/patch’s to all the end users on the domain.
• Added and replaced more Memory, Hard Drives, Power Supply’s, Network Cards and Video Cards to support Dual Monitors to make sure everything was compatible with the migration and gave us no problems.
• Set up IT equipment for client cubicle moves, and made sure all employees had dual monitors after the PC Hardware upgrades and deployments.
• Added new users to the domain, Setup new accounts in AD, Removed Privileges for employees that no longer worked with us, also gave proper permissions to end users to what they can and can’t access on the domain through (A.D) administration.
• Cleaned computers and phones inside and out of all dust and gave them a specific Asset Tag #
• Assisted in Desk Side support to all employs after the migrations to make sure they understood the new operating systems and procedures to keep working efficiently.
• Resolved over 20 Tickets daily from Active Directory issues to advanced networking and Migrations \Deployments also assisted in simple employee requests and questions (Best effort solution).
• Created Documentation on how to use the old Programs with the new operating system and the difference in Microsoft office .
• Installed and pushed out all Printer Drivers using SCCM 2012 to all machines after migration.
• Created and Maintained Roaming Profiles for users to be able to log into any computer and have their information such as Documents, Pictures, Desktop items, Outlook and MS Exchange settings configured and available as soon as they logged on with their domain credentials.
• Used a custom Accuquote Tracking system to document the Migration and upgrades neat and organized at all times to minimize mistakes and to know where we were at with the migration process.
• Backup of Server Tapes every Monday, Switched out old tapes with new ones into a Quantum backup Server.
• Setup lives chat meetings using Confidential 2013 and remote desktop support for clients working at home.
• Resetting of modems and other issues with illustrations or outlook accounts for remote users.
• Setup and assisted in configuring Confidential Web Connect VPN and Confidential 2013 for employees to remote in during meetings or if they were working from home.
• Assisted in phone and Network configurations to ensure employee’s extensions numbers match the name of the employee using the Interactive call client software from any computer they are logged in from.
• In charge of all inventory and ordering of parts as needed for the migrations through the company portal website.

Confidential

Desktop Support Analyst/Help Desk Support

Responsibilities:

• Upgrade and migrate all old laptops and data to new Lenovo laptops with all information, emails and third-party application’s ready and setup.
• Develop troubleshooting documentation guides for end users and the service desk team.
• Resolve incident and service request ticket using ITSM tools and systems applications and products (SAP and Confidential Remedy).
• Conduct account administration using Active Directory (AD) for creating accounts for new users and organizational units OUs and deleted old employee information in AD.
• Utilize Confidential (mobile device manager) for all mobile phones to setup and create profiles for new employees, set up emails, calendars, contacts, and connectivity on mobile phones - Confidential and Android’s using Confidential technology.
• Support and replace telecom desk and wall phones and jacks in offices for business meetings and install spider microphones for large business meetings.
• Execute call center customer phone, email and remote support for first call resolution.
• Utilize Confidential Remedy as the ticketing system for opening, updating and closing incidents.
• Work with SAP (systems applications and management) software to track all inventory by their asset tag and serial numbers such as all laptops, peripherals, phones, docking stations and all other hardware.
• Performed system requisition management (SRM) to access the CDW portal to order hardware parts for Confidential employees such as external hard drives, LCD monitors, video cards, memory, and thumb drives.
• Provided end user call center support, remote access, and VoIP setup
• Carry out support for VPN access, soft token / VIP remote access setups using Confidential any connect VPN client and configured Confidential Jabber messenger.
• Solve password reset service (PRS) issues unlocking accounts on mobile phones and laptops.
• Process daily imaging deployments of new laptops using the Altiris imaging server.
• Initiate daily support of transferring all data from old laptops to the new reimaged laptops using USMT (user state migration tools), the iron key thumb drive or from a secure internal network share.
• Support Outlook 2013 problems, cleaning cache files, backing up. PST /. OST files, freeing space on accounts and setting auto archiving on all outlook accounts.
• Assist in a best effort solution support for any small issues or questions such as email, mobile phone issues, login problems, printer problems, how to display dual monitors and loose connections.

Confidential

Help Desk Tier 2 / Server Refresh / Deployment and Networking Cutover Project / Field Tech

Responsibilities:

• Provided call center customer phone, email and remote support for first call resolution.
• Reimaged over 2K servers across eight data centers for a Top 10 financial firm.
• Achieved leadership creed award out of 32 other techs on the project for outstanding performance, leadership, and commitment.
• Carried out-migration of 700+ security devices (FWs and IDSs) as a part of the migration.
• Managed and operated 600+ VMs (virtual machines).
• Executed migration of over 900 Dell servers from Windows server 2003 to Windows server 2008/R2.
• Migrated over 400 Dell desktops and laptops from windows XP to Windows 7 Pro.
• Performed Windows 7 Pro end user support after migrations were complete.
• Resolved network errors, user login errors, printer troubleshooting, updated drivers and patches on desktops and laptops.
• Checked if routers, switches, and new Dell UPSs were configured properly if poor network signals were received remotely.
• Analyzed, traced and verified requirements to ensure optimum systems integration.
• Produced technical/performance specifications and interface control documents and determined mechanical system specifications and working parameters to meet requirements.
• Interacted closely with business and technical teams to refine migration and transition plan to streamline the refresh process.
• Documented, wiped all data and destroyed all of the old server hard drives after all migrations to new servers were tested and successfully finished.
• Sent all documentation, pictures, serial and asset tag numbers of older servers and UPSs to the command center for approval to be arranged for pick-up.

Confidential

Senior Desktop Consultant - Owner

Responsibilities:

• Operated a small business that provided technical services to Confidential (small and medium businesses) and individuals.
• Carried out full-service analysis and repair (Level I, II, and III) of servers, PCs, networking, and security devices.
• Migrated over 600 Dell desktops and laptops from Windows XP to Windows Vista and 7 for medium-sized businesses (SCCM 07, USMT, WDS and MDT).
• Provided a service for data backups, recovery, and cloning of hard drives.
• Built and set up new desktops, laptops and servers to end users that required specifications.
• Supported and repaired home and business MFP’s printers and laser jets for small and medium sized business.
• Created and supported Active Directory and MS Exchange environments.
• Replaced faulty switches, routers, firewalls, motherboards, LCDs, bad hard drive replacements, repairs or restoration.
• Installed and repaired Windows NT/Server 2003/2008/2012 , XP/Vista/Windows 7 & 8, Mac OSX 10.3 to 10.8 Mountain Lion including up-downgrading with all drivers, and current updated applications & drivers.
• Executed virus, spyware, and Trojan removals and registry tune-ups.
• Conducted system restorations/upgrades using imaging and Windows deployments software.
• Hired, trained and managed employees to maintain high-quality customer service and efficient repair time.
• Oversaw incoming calls and scheduled in-service and onsite customer and business visits.
• Worked with Remedy and Fresh desk tracking systems.
• Executed repair, maintenance, and setup of P.O.S systems.
• Repaired majority of all smartphones hardware and software issues.
• Managed financial records and budgeting processes.
• Ordered, maintained and managed inventory/supplies and monitored service equipment.

Confidential

Level 2/3 Help Desk Support / Analyst

Responsibilities:

• Served as HP technical consultant delivering various types of services including system setup, configurations, upgrades, deployments, imaging, and maintenance.
• Operated individually and directed onsite and phone end-user support for three Chicago sites.
• Provided Level II phone and onsite support for office and remote work-at-home users.
• Setup, configured and maintained Altiris production-onsite imaging server.
• Met consistently and punctually SLA outlined requirements.
• Performed corporate printer networking set-ups, printer hardware replacements, configurations, upgrades, and maintenance on many different brands of MFPs.
• Supported VPN networks, Active Directory user and group policies, roles, and MS Exchange.
• Migrated all HP servers, desktops and laptops from Windows 2000\NT to Windows Server 2003 and some to Windows XP professional.
• Managed numerous technical projects and trained/supervised backup onsite technicians.
• Tested new technologies and implementations as part of pilot groups.
• Established new and/or defective routers, servers, and switches (HP Blade servers).
• Carried out support for Compaq and HP branded desktops and laptops.
• Executed support and repaired Windows 2000/NT/Server 2003/XP and MS Office Suites/Outlook problems.
• Conducted rollouts, data backups, and imaging of new laptops and desktops for end users.

Confidential

IT Consultant

Responsibilities:

• Maintained, configured and upgraded computer desktops and laptop systems.
• Applied understanding of computer software and hardware to resolve local and remote user’s desktop/laptop computer related problems.
• Implemented hardware and software deployments.
• Performed maintenance and updating of software licensing and asset assignments.
• Executed backup for software installs using SMS remote control.
• Completed printer configurations and printer networking issues.
• Utilized remote access, Active Directory, MS Exchange, deployments, migrations and VPN setups for end users.
• Recorded all user requests and repairs and reported issues in detail and records completion and resolution.