COMPUTER APPLICATIONS:

Windows XP, 7, 8.1 and 10, Confidential Office 2010 and Office 365, and Apple OS X systems. Lotus Notes 6.5, PowerShell, VMware remote Support, Salesforce. Cisco VPN, Any connect, Mobile devices, Remedy and HEAT, Open View, POS, McAfee antivirus, Confidential Exchange Servers, CAD/CAM, Media Streaming and Mainframe/Server applications solutions, Confidential Servers, ADMT, SCCM and Active Directory.

PROFESSIONAL EXPERIENCE:

Sr. Technical Support

Confidential, Durham, NC

Responsibilities:

• Provided break fix support, technical ASSISTANCE, Confidential VoIP phone support and part replacement for the hardware, software and electronics of Confidential Tools while remaining courteous and accommodating to the end - user during high pressure or difficult situations.
• Resolve product and service problems by clarifying the customer’s complaint; determining the cause of the problem expediting correction or adjustment; following up to ensure resolution.
• Communicate technical information to non-technical tool and computer users, maintain customer support records and process replacement record. Document and communicate technical issues and solutions to other teams members, contribute to company success through continuous quality improvement, related duties and team success working in a Cad/Cam environment using visual database Confidential office 365 and setup workstations, laptops and maintaining LAN NETWORKS.

Systems Administrator

Confidential, Raleigh, NC

Responsibilities:

• Team ensures that the QA defects are being addressed by the application teams, and connect the SMEs from EI with application teams.
• Team co-ordinates with EI and application teams to make sure that the changes are being done as per the timelines defined
• End User computing team provides co-ordination activities for changes such as OS upgrades, browser upgrades, VDI changes etc. that impact End User experience for customer applications.
• Provide User and Computer Migration using Active Directory Migration Tool
• Responsible for the upkeep, configuration, and reliable operation of computer systems ; especially multi-user computers, such as servers.
• Install and configure systems such as supports GIS infrastructure applications or Asset Management applications.
• Develop and maintain installation and configuration procedures.
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

Jr. System Admin/ Sr. Desktop Support

Confidential, Raleigh, NC

Responsibilities:

• Provide Level 2 and Level 3 operational and technical support to users via the telephone, using remote desktop tools ( Confidential Connect) and Holding Training Classes for employees.
• Resolve incidents and problems associated with End Users computer equipment and software, and provide break/fix support, advice, and assistance to Users
• Assist with access to Wireless communications, LAN, print, file servers and remote access
• Performed all tasks associated with Desktop and Voice Confidential to SLA and additional responsibilities
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take ownership of user problems and be proactive when dealing with user issues
• Arrange for Software external technical support where problems cannot be resolved in house
• Support and monitor recommended and required corrections to Software from Third-Party Vendors
• Install Third-Party-supplied applications and patches
• Imaged and deployed computers using SCCM and ADTM
• Provide monthly reporting on the installation of all approved software Maintain a library of documentation that reflects the complexity and diversity of the environment and that enhances the software support process.
• Day to day maintenance of the network, Confidential and Mobile phone systems.

Jr. System Administrator / Desktop Support

Confidential, Raleigh, NC

Responsibilities:

• Proficient and experienced with workstation imaging using various PC imaging solution and software deployment solutions (e.g., SCCM, ADTM, Ghost, Confidential, SMS, NetInstall and NetRestore)
• Supporting various Operating Systems and MS Office: (Windows XP & 7, Office 2003/2007/2010 , and Mac OS X)
• Supporting various hardware: HP desktops/laptops/printers, Multi-Function Printers, Mac hardware (Mac Book, iPad, iPhone)
• Supervised and maintained the complete Windows 7 migration..
• Provide 1st and 2nd level support for all client hardware/software incidents and service requests
• Responsible for installation, configuration, and ongoing maintenance and usability of Windows and Mac desktop/laptop computers, printers, handheld/mobile devices, peripheral equipment, wireless communications and software within established standards and guidelines
• Worked with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Interact with numerous computer platforms in a multi-layered client server environment
• Install, configure, and troubleshooting Windows operating systems and applications
• Ability to multi-task and work with little or no supervision
• Ability to troubleshoot/diagnose hardware and software issues remotely
• Follow documented process and procedures to deliver consistently excellent solutions to common problems

2nd Level Desktop Support,

Confidential

Responsibilities:

• Creating, copying, and migrating user related desktop profiles on Confidential Client Machines
• Understand manually mapped network drives, shortcut links, and basic desktop functionality
• Troubleshoot desktop related issues;
• Respond to end user support issues in a timely and professional manner
• Diagnose and resolve requests utilizing remote assistance
• Remote and desk-side installation of various software packages, engineering tools, and patches
• Provide support of Windows, MAC and Linux platforms
• Provide desk side support of desktops, laptops, Personal Data Assistant Devices, peripherals, printers
• Documents all end user interactions
• Recover data from hard disk drives and /or perform data migrations
• Provide regular status reporting
• Troubleshoot network printer issues
• Knowledge of home router and switch equipment and configurations

Confidential

Asset Manager/Desktop Support

Responsibilities:

• Troubleshoot software and hardware failures and identified network problems when they relate to personal computers
• Monitor and repair PC systems in a Windows operating systems platform. Imaging computers using Confidential software. 2003 Server support including active directory and OS installation. Constructed MDF’s and IDF’s installing Patch panels, routers, Confidential ’s, hubs and configuring V-Lans
• Worked with all Confidential Office products as well as troubleshooting experience and understanding of e-mail. Provided technical on-site maintenance and support for new and existing systems
• Supported Remote IPhones and I pads using VPN for Remote Computers.
• Provided technology services and training classes to all Lear employees so they can meet all standards in day to day operations
• Support includes both hardware/software platforms in order to support technological improvements in the areas of Desktop Management and network support
• Primary responsibility includes day-to-day systems Administration and Networking support resolving connectivity issues, installing / configuring Desktop and laptop computers, using Confidential client services for imaging and staging, and Remedy to resolve ticket issues
• Experienced with Outlook and Citrix troubleshooting. Applications supported: Windows XP, Win2k and Confidential Office 2003.
• Installed POS registers for all west coast stores.
• Network functions: PBX support, wiring, Cisco router configuration

Confidential

Confidential Desktop Support/Network Administrator

Responsibilities:

• Troubleshoot software and hardware failures and identified network problems when they relate to personal computers.
• Monitor and repair PC systems in a Windows operating systems platform. Imaging computers using Confidential software. 2003 Server support including active directory and OS installation.
• Constructed MDF?s and IDF?s installing Patch panels, routers, Confidential ?s, hubs and configuring V-Lans.
• Duties also included building and installing OS software on IBM ?E? Series servers and Media Streaming using various media players.
• Worked with all Confidential Office products as well astroubleshooting experience and understanding of e-mail.
• Provided technical on-site maintenance and support for new and existing systems. Also work with Remote Confidential 'S and Remote Computers.

Confidential

Desktop Support/ Network Administrator

Responsibilities:

• Provide technology services and training classes to all Confidential employees so they can meet all standards in day to day operations.
• Support includes both hardware/software platforms in order to support technological improvements in the areas of Desktop Management and network support.
• Primary responsibility includes day-to-day systems administration, Lotus Notes configuration/ troubleshooting.
• Using network tools to resolve and support connectivity issues.
• Configuration of Desktop and laptop computers using Confidential client services for imaging and remote access. Remedy to resolve and track ticket issues.
• I am experienced with Outlook and Citrix troubleshooting using Apple OS sytems supporting powerbooks 5G and Apple computers.
• Applications supported: Windows XP, Win2k and Confidential Office 2003.
• Network functions: Confidential support includes: knowledge for access to the Confidential device with configuration of the Wireless servers. W.A.N troubleshooting/problem determination.
• Confidential Troubleshooting problem determination.
• Routing Protocols.
• Cisco switching (IGX/BPX).Knowledge of authentication methods that can be used by the devices.Knowledge of security for devices and security of data and network access.
• Infrastructure access points, protocols and authentication.
• Support network and local printers, closet wiring, VPN, remote access and Cisco router configuration.
• Experienced in TCP/IP and Vo/IP.
• Add, move and changes using Confidential and Octel voicemail system.
• Other networks supported: Confidential, Confidential Netware 4x through version 6.5, including, Confidential for Workstation.

Confidential

Desktop Support / Network Administrator

Responsibilities:

• Provide technology services and training classes to all Lear employees so they can meet all standards in day to day operations .
• Support includes both hardware/software platforms in order to support technological improvements in the areas of Desktop Management and network support .
• Primary responsibility includes day-to-day systems Administration and Networking support resolving connectivity issues, installing / configuring Desktop and laptop computers, using Confidential client services for imaging and staging, and Remedy to resolve ticket issues .
• Experienced with Outlook and Citrix troubleshooting . Applications supported: Windows XP, Win2k and Confidential Office 2003 .
• Network functions: PBX support, wiring, Cisco router configuration .
• TCP/IP and VoIP .Add, move and changes using Confidential PBX and Octel voicemail system .
• Other networks supported: Confidential Netware 4x through version 6.5, including, Confidential for Workstation, and Confidential for Servers .

Confidential

2nd Level Helpdesk Support

Responsibilities:

• Implement and provide cyomplete Token Ring and L.A.N installation.
• Configure Cisco routers using TCP/IP protocol.
• Install and upgrade Lotus Notes and Windows XP & 2000 Software on server and workstation.
• Support on Front-end applications and visual basics, Confidential 3.11 and Confidential products.
• PC repair, UNIX and AS/400 support.
• Helpdesk responsibilities included ensuring high quality customer service to both internal and external customers.
• Identified researches and resolved complex problems.
• Created and managed procedures and ensure service levels were maintained.
• Responsible for new hires and training programs.
• Enforce Work Schedules ·
• Oversee daily operations for the Support group ·
• Provide direction and coaching ·
• Track, assess and provide management reporting of all in bound calls.