TECHNICAL SKILLS:

OS/Software: Windows 7, 8, 10; Windows Server 2008 and 2012; Linux; MS Office Suite 2007, 2010, 2011, 2013, 2016, Mac OSX, Parallels, Active Directory, MS Exchange, Blackberry Enterprise Server, Lotus Notes, GOOD, Symantec BackupExec, Everdream OLB, SCCM, Absolute Manager, Netsuite, McAfee Anti - virus, SCCM 2012, JAMF Casper, AirWatch, MDM, NAC Management Console, Cisco Unified Communications Manager, Cisco Unified Messaging, VoIP, WebTrends, SQL Server 2008 R2, 2012, CA Unicenter DSM, ServiceNow, Remedy, Heat, IssueTrak, PGP, BitLocker, FileVault, Cisco VPN, Camtasia Studio, Enterprise Vault, Data Recovery

Hardware: Cisco 3600, 3800 and 2800 series routers, Cisco 3500, 3750, and 860 series switches, Riverbed Technology, Wireless Routers and AP's; Astra and Cisco IP phones, Dell, HP, IBM, and Toshiba PC’s, HP, Canon, Ricoh, and Lexmark Printers, Blackberry devices, iPhones

PROFESSIONAL EXPERIENCE:

Confidential

IT Specialist

Responsibilities:

• Evaluate and provide recommendations for standard computing platforms and devices
• Maintain content for ITIL SharePoint site and respond to inquiries and requests originating from that site
• Utilize SCCM or Absolute Management to manage all PCs and Macs in environment including software deployment, timely security patching and updates
• Using Active Roles to administer user accounts including creation, permissions management and termination
• Provide support and in-depth troubleshooting to any issues related to the SCCM infrastructure or functionality
• Create, update and maintain Standard Operating Procedure and knowledge base documentation for software deployment, imaging and patching
• Troubleshoot a variety of software packages within a primarily Microsoft Windows based environment with some iOS devices
• Support the Information Systems Security Officer in protecting the IT infrastructure against IT security threats by providing desktop and peripheral security
• Troubleshoot digital certificate issues such as logon, cached certs, and platform compatibility
• Activate network ports, manage Static IP assignments and troubleshoot connectivity issues to resolution
• Troubleshoot Exchange Send/Receive issues, copy and restore mailboxes, and provision delegate and resource access

Confidential

Customer Support and Implementation Specialist

Responsibilities:

• Used GoToMeeting, VNC, and WebEx to remotely debug and/or update unique customer production and test environments
• Worked with third party vendors to escalate hardware support calls and resolve hardware issues
• Utilized experience in Visual Basic to communicate with Development Team on product improvements
• Domestic and International travel to various client sites for hardware and software implementation and training
• Managed projects for large clients’ accounts, applying the various Project Management Lifecycle models based on the project requirements
• Setup and troubleshoot SQL database and systems issues
• Assisted with updating product documentation and creating custom training materials for clients
• Troubleshot VOIP issues, not limited to physical and network connectivity in a LAN environment
• Assisted in VOIP activation and installation of IP phone

Confidential

IT Support Coordinator

Responsibilities:

• Performed Tape Backups & Restore tasks, to include:
• Monitor tape backup functions (swap tapes, log backups, research and repair issues)
• Restore required data as requested
• Assisted with basic support, administration, monitoring and maintenance of servers and network infrastructure as required
• Configure, maintain, and administer VMware environment including VMware hosts, performance tuning, and maintenance of VMs on the VMware environment.
• Managed user accounts, groups, computers and other network resources using Active Directory, not limited to:
• Joining, disabling, and removing computer and user accounts from domain
• Denying and permitting access to network resources through groups
• Creating printer queues and restricting access when necessary
• Applying Global Policy
• Re-assessing and applying network security based on corporate changes
• Troubleshot and resolving various hardware and software issues for desktop users
• Utilized Exchange Tools to migrate clients from Lotus Notes to Exchange, in addition to:
• Implementing Enterprise Vault email archiving solution and providing subsequent training
• Managing account and delegate access, removal, and renames
• Set up new IT equipment for three offices (printers, computers, switches, tape libraries, etc.)
• Used Everdream Online Back-up to restore and recover client data, and maintain hardware and software asset management database
• Conducted brown-bag trainings sessions on Office Technology

Confidential

IT Support Specialist

Responsibilities:

• Setup and supported off-site corporate event environments to include, direct connection to corporate resources via Wireless router configuration, VoIP phone service, wireless printing, computer kiosk, audio-visual setup and on-site hardware/software repair
• Created and managed user accounts, assigned access to various network resources using Active Directory
• Maintained demanding project schedule with timely completion of projects, such as creating eLearnings using Camtasia Studio, writing user guides and preparing training presentations
• Troubleshot various issues for clients from operating system, virus, malware, spam, network connectivity, wireless, hardware, and software issues implementing and maintenance of HP Servers, Cisco routers, switches, and VoIP system for Confidential Office
• Developed and implemented policies and procedures related to network hardware, software, acquisition, user support, network and site security, and business continuity.

Confidential

Help Desk Manager/System Administrator

Responsibilities:

• Developed corporate Service Level Agreement guidelines and ensured that internal and external client expectations were exceeded
• Introduced new IT Team Standard Operating Procedures
• Tracked statistics on issues and problem resolution to produce monthly performance reports
• Configured and implemented new Help Desk system, motivating the support staff, resulting in improved customer service to clients, and drastically reduced support costs
• Configured, managed and maintained Windows NT, 2000 and 2003 servers file, print and application servers
• Managed and maintained Time clock, Accounting, Workflow, Messaging and Electronic Faxing Servers
• Configured, maintained, and supported Blackberry Server 3.6 and 4.0 and designed user environment via IT policies
• Utilized Active Directory to manage user environment to include MS Exchange administration, account and group provisioning and maintenance, access management
• Selected to represent Confidential in company Confidential

Confidential

System Administrator

Responsibilities:

• Performed System Administration tasks to include: provisioning user accounts, add appropriate access tokens those accounts, modify user roles, add entities, assign user to additional entities, input Confidential Authorities as appropriate to units, entities, rank, etc., reset user passwords
• Provided support, management, and backups of highly-available SQL database
• Create ad-hoc SQL queries and reports in support project requirements
• Liaised between JAG subject matter experts, users, and developers
• Troubleshot system issues demonstrating knowledge of SQL, C++, XML and Cold Fusion
• Developed application - level user roles to ensure that system access is granted appropriately

Confidential

Information Analyst

Responsibilities:

• Provided guidance and technical support to Executive level and general end users on customized Windows 2000 Professional/XP/Mac OS X/Microsoft Office/Lotus Notes platform
• Supported wireless handheld devices including Palm OS, Pocket PC, EPOC, WAP enabled phones and RIM Blackberry and researched Intranet and Internet access solutions
• Administered Blackberry Enterprise Server to include: adding/removing users, attachment viewing, Mobile Data Services (MDS), provisioning devices
• Migrated user Office and Home computers from NT 4.0 domain structure to Windows 2000, then from 2000 platform to XP and Windows Server 2003
• Performed Active Directory administration tasks including provisioning and disabling accounts, resetting and changing passwords, managing access rights computer objects in domain
• Conducted weekly trainings to users on the MS Office Suite, Remote Access, Lotus Notes
• Configured desktops and laptops for traveling users including Mobile Lite, AT&T Network Client, with various broadband connection types
• Appointed to represent Confidential ’s Treasury Department in a bank-wide Blackberry focus group consisting of over 30 members to ensure that all related requirements and specifications were satisfied by wireless vendors
• Designed and implemented IT policies for wireless devices and laptops to enhance information security
• Created IT procedures manual and IT Services Team documentation

Confidential

Systems Administrator

Responsibilities:

• Installed, configured and maintained Confidential Proliant servers in a Windows 2000 Advanced Server environment consisting of MS SQL 7.0, Clustering, MSMQ, COM+ Applications, Site Server 3.0, Imail, WebTrends for an Application Service Provider (ASP) connected to a Confidential StorageWorks SAN housed in a ESL9000 tape drive unit
• Configured and administered back-up and recovery strategy using Legato Networker
• Mitigated Data Center security threats using Computer Associates InoculateIT Enterprise protection
• Troubleshot ASP Level 2 and 3 issues not limited to: security zone and switch configuration, domain registration, user administration, server replication, IIS, WebTrends, DNS and Imail
• Configure dedicated hosting servers to client specifications
• Demonstrated basic administration knowledge of SQL Server and queries
• As team lead, organized 24x7 staff schedule ensuring an overlap of shifts for more effective information sharing

Confidential

Systems Analyst

Responsibilities:

• Troubleshot network issues in a Windows NT 4.0 Server environment
• Created and maintained various Operating System platform images; imaged desktops
• Troubleshot hardware, Operating System and print errors on Windows NT, 98 and 95 desktops
• Performed upgrades on older machines and components
• Deployed new desktops to user community

Confidential

NT Migration Specialist

Responsibilities:

• Migrated approximately 5000 users from Novell to NT, 75% using NT4.0 Workstation and 25% using Windows 95
• Configured Confidential 6500 Series NT 4.0 Servers; establish domain trust relationships
• Setup printer queues using HP JetAdmin;
• Installed Jet Direct Cards in new printers
• Created directories and user shares, assigning appropriate permissions, copied data, reconfigured desktops for migration

Confidential

Network Administrator

Responsibilities:

• Provided LAN and desktop support and User Administration
• Researched and implemented solutions to integrate new technology in order to enhance the existing network or meet future needs as applicable
• Provided seamless deployment of additional network components including but not limited to planning, migrating/upgrading, installing, configuring, and documenting
• Performed daily incremental, weekly, and monthly full system backups
• Troubleshot connectivity problems between servers and workstations
• Setup of Windows NT Terminal Server Edition on Confidential Proliant servers
• Troubleshot Citrix Metaframe client access, PC Anywhere and ReachOut issues
• Member of Y2K deployment and planning team for Confidential Headquarters