SUMMARY:

• Customer savvy individual, providing 10+ years of technical expertise, field break/fix, outstanding customer service, (with ability to support, lead and train vast levels of internal and external clientele), excellent Project Coordination, Server Administration and System Admin support within Active Directory, Share - point, plus other platforms.
• Conclusive troubleshooting and repair with: user accounts, permissions, share conflicts, software failures, and hardware/software on: computers, printers, servers, phones, tablets, A/V systems, POS units & networking devices.
• To bring to a company my positive attitude, my prompt, efficient work ethic, ability to exceed expectations, my strength alone as well as a team player and my aptitude to excel by learning and growing within the company.

TECHNICAL SKILLS:

OS: Windows 10, 8.1, 7, Vista, XP - 3.x, Mac OS X - 7.5 & Win Server 2000-16. (Varied) UNIX, AS400 & RISC.

Software: MS Office 5.0-2016 & 365, Access 2000-16, Project 2016, Adobe PageMaker 6.0, Power Point 7.0, Lotus Notes, HEAT, Altiris Helpdesk & Deploy.Server 6.1, Peregrine Asset Center, Outlook & Exchange, Lync Server 2013, Citrix, Scopus, VMWare, SharePoint, Refelctions, Mitek/Cybersaw/Virtek, POS Registers, Visual Basic 08, HTML & Active Directory.

Printers: Lexmark, Ricoh, Dell, HP, Xerox, Small Office Jets to Large Plotters and Industrial planners, etc.

Peripherals: Webcams, iPads, Intermec Scanners, Sat.Dishes, Audio/Visual Equipt., Access Points, Cell Phones.

Network/Connectivity: Cisco Hard/Software, (Config. & Protocols), SynOptic, Bay Networks, Aeronet/Symbol RF, TS/RDP, Telnet, NetFinity, Frame Relay, FTP, Tivoli, Token Ring, LAN / WAN, TCP/IP, Ethernet.

Backbone: Wiring (RJ-45/Cat5e-6, RJ-11/14/25 Telephony, Coax, Fiber Optic), Punch-Down & Cross-Connection.

HW/SW Skills: Efficient Hardware/Software Diagnosis, Break-Fix on PCs, Printers, Servers, Laptops, Polycom & Cisco Audio-Visual Conferencing Systems, Smart Phones, Tablets, IBM & NCR POS Registers (IBM 2900 - 4840 series & SurePOS 500 Touch, NCR 3200 to 72XRT, Q1515, T1000 & Fast Lane SelfServ POS units).

PROFESSIONAL EXPERIENCE:

CUSTOMER SERVICE ENGINEER

Confidential

Responsibilities:

• Remotely support & coordinate Field Avaya, Polycom, or Cisco Techs, Prepare & Deploy IPOffice 500 units, Configure SD cards, Install Avaya, Polycom, & Cisco Phone & A/V conferencing systems (on all local installs).
• Perform System Admin duties, Manage User Accounts on Avaya IP Office systems & Cisco Phone Systems.
• Train Users & Site Admins on Avaya, Polycom, and Cisco Systems use or for on-site System Administration.

IT PROJECT COORDINATOR

Confidential

• Remotely coordinate, plan out, schedule and support nation-wide Field Techs for short-term IT Projects.
• Create reporting documents for financial statistics, timeline estimates, asset tracking, and warranty details.
• Develop project training and support documentation, as well as conduct online training sessions with all techs.
• Manage CRM Share Point site with updated numbers, times, documentation and tracking info. for all projects.

IT TECHNICIAN

• Resolve: break/fix, upgrade and installation requests across Michigan.
• Perform: hardware/software diagnostics & repair on Servers, Laptops, desktops, iPad’s and Network Printers; (Lexmark, Dell, HP, Kocera, Fujitsu, Xerox, in sizes ranging from Small Form Factor, Mid-range to Enterprise Copier machines).

INFORMATION SYSTEMS ADMINISTRATOR & IT MANAGER

Confidential,Grand Rapids, MI

• Maintain BackOffice network systems and 16 servers: 3 Citrix, Symix, Share Point, Exchange 5.5/2000, APS, SQL, CRM, NAS, Webserver, Print, Data, Astaro Firewall, and Blackberry BES.
• Coordinate IT Projects through full life-cycle, implementing Corporate CoE; Center of Excellence, for IT standards.
• Full System Administration for all accounts and user profiles across all software applications: Active Directory, Share Point, Proprietary Internal Share sites, Help Desk Alert Site, Training sites and company websites.
• Provide Full-Tier Hardware/Software Technical Support as well as Procedural Support to all staff with guidance & documentation creation. Includes: Windows 2000-Vista, Office Suite 2000-‘07, ERP SyteLine Apps., Share Point MOSS, Printers, Symbol & Intermec Ck30 & CK31 Handheld Scanners, smart phones and CAD/CAM/CIM systems.
• Develop, Maintain & Support Company Share Point System & Sites.
• Create/Modify Basic-Level SyteLine Progress Scripts to produce ERP Reports, (automated & manual).

IS SUPPORT ANALYST

Confidential,Grand Rapids, MI

• Provide Technical & Procedural support to 103 plants, with over 10,000 employees and 5000 clients.
• Develop, Launch & Maintain: IT Asset Recycling Program nation-wide to meet Sarbanes-Oxley rules.
• Utilize: TS/RDP, HEAT Helpdesk, Share-point, MSOffice 2007 Suite, IE7.0, Win3.x - Vista, Citrix, and Reflections.
• Perform: User Manager duties within Active Directory to manage all users access issues across all platforms.
• Maintain: Win2000 - Vista OS, MSOffice 98 - 2007, hard/software support, peripherals, Citrix, Mitek, Cybersaw, Vista & Miranda Saw, Win Server 2000-03, Scan station/Imaging, PDA, Cell/Smart phones, Share issues and LAN/WAN Network Connectivity & Hardware issues.

HELP DESK TECHNICIAN

Confidential,Grand Rapids,MI

• Provide: Technical & Procedural support to 50 schools, 3000 employees, 4000 clients & 30 applications.
• Tier-2 support for: Email, Imaging & Networking: (Routers, Switches, Servers, LAN/WAN & Wireless).
• Utilize: VNC, TS/RDP, Altiris eXpress Deployment Server and Altiris Helpdesk.
• Perform: User Manager duties within Active Directory to help User Admin to manage users' access issues.
• Maintain & Support: WinXP, MSOffice 2003, hard/software & peripherals, AcademyLink & Atschool, Win Server 2000-03, Imaging, Share drive issues, all LAN / WAN Network Connectivity and Hardware issues.
• Train: Personnel from outsourced company: Ajilon, on all support duties, to ease their acquisition of the helpdesk.

IT ASSET COORDINATOR & NETWORK TECHNICIAN

Confidential,Holland, MI

• Utilize: MS Access in Peregrine Asset Center Database to Analyze, maintain, update & track >300,000 IT assets.
• Maintain: Active Directory permissions for new laptop users needing elevated access.
• Develop: IT tracking software for hand-held bar-code scanning devices.
• Coordinate: Asset recovery and warranty replenishment programs.
• Perform: site-surveys, network setups, hard/software tests, new cut-over/migrations (including server upgrades, business software upgrades; (ie: Lync, outlook, office).

NETWORK INTEGRATION SPECIALIST - (Lead Field Engineer)

Confidential,MI

• Project Lead for System Upgrades, Installations & Repairs, including: Backbone wiring (Cat5, Coax, Fiber), Hubs, Switches, Routers, Patch Panels, APs, Antennas, Satellite Dishes, Re-route Phones, PAs, Printers, Aeronet/Symbol RFs, Spectra Link Wireless Phones, HDTV (Sencore Units), new Kiosks, Pharmacy, CBT & POS Systems with cross-connection, configuration, networking, software setup & support.

SYSTEMS SUPPORT TECHNICIAN - (Help Desk)

Confidential,Troy, MI

Responsibilities:

• Provide technical & procedural Helpdesk support for POS Systems, Back Office, CBT & Pharmacy: WinNT, Unix, DOS, AS/400, & IBM 4690, POS registers (IBM 4683, NCR 7052, Fujitsu 8774, & 5555), loop wiring, Token Ring, Hub, Ethernet, TCP/IP & Troubleshoot LAN/WAN connectivity issues.
• Maintain Network Connectivity & Perform Server Administration, Backups, and Permissions in Active Directory.