SUMMARY

• Regarded as a key technical resource managing global delivery of best practices for Laptop/Desktop support in high visibility/availability infrastructure for Windows environments.
• Effectively administering large - scale enterprise environments, supporting future business growth Excellent prioritization, verbal and written communication skill sets. Solid expertise in workflow balancing, process automation, procurement, Deployments, knowledge management. Adept at building and maintaining solid rapport with Executive staff, users and management (all levels).

PROFESSIONAL EXPERIENCE

Confidential, La Mesa, CA

IT Desktop Support

• Managed and supported Windows XP-7 and Windows 10 hardware/software for 2nd level support for large enterprise also remote users.
• Managed AD user accounts password resets.
• Managed MacAfee epolicy.
• Supported users via Service center, iserve, phone calls, email and via skype.

Confidential

Queue Manager/Sr. Tier II System Support Analyst

• Supported, Managed Marriott sites and its affiliate hotels infrastructure worldwide for over 200,000 PC’S and over 300 applications in a large enterprise network.
• Queue Manager managing Tier-2 & DTIC new problem escalations queue
• Managed Outlook, MS-Exchange 2003, 2010, 2016, Office365 and email Lite mail flow troubleshooting. Direct escalation to Vendors.
• Subject Matter Expert for Druva backup solution for Marriott International and all its affiliate hotels worldwide.
• Second level PC hardware/operating system support Windows XP-7 and Windows 10.
• Managed LAN/WAN, Wireless & VPN software troubleshooting via MI Connector.
• Image server account lockouts for IRFAs and System Managers.
• Managed Blackberry servers/user accounts and Airwatch MDM Android, iPhone.
• Managed Active Directory,/iCloud troubleshooting and support.
• Performed major Role-Outs/migrations for remote\field as well as corporate headquarters personnel from Windows XP to Windows 7 Worldwide.
• Managed PC Data archiving and secure storage through Iron Mountain.
• Subject matter specialist and second level support for: Owners of Franchises, System Managers, IRFAs & SMs, IRSS, SA, GNOC, TMC, MSSC-Tier-1 and Vendors (IBM, Unisys and HP.
• Ensured Tier-2 workflow commitments are delivered; problems are correctly documented, reported and handled. Utilizing Lean Six Sigma templates for process improvements.
• Trend Micro Administration; virus/spyware/malware remediation, Firewall Exclusions.

Confidential

SR. CTS Public /Private Lan Admin support Analyst

• Supported remote site Keswick, Bayview, Alpha, Commons and Mason Lord buildings.
• Supports all problems pertaining to the LAN and the public Dell Laptops and Dell workstations and All In Ones, Dell Monitors, PDA/Tablet devices, Wireless Zebra bar-coding printers, Wireless/tethered scanners Networked/stand-alone HP printers associated within it for multiple locations/operating rooms over the hospital via phone and in-person visits.
• Managed imaging of MAC systems imaged with latest MAC Snow Leopard and Lion, IPADS, Dell Laptops/Desktops and All-In-Ones and with Tablets, PDA with Windows Mobile,DELL Laptop/Desktops with Windows 7 64 bit, -XP starting on Windows 8.
• Lead/Managed CareFusion roll-out of over 800 PDA/600 QL220 plus wireless printers throughout the hospital. Also creating troubleshooting/installation documentation. Hardware lead for Care Fusion project roll-out. Managing 600 Motorola MC75 and 600 + Zebra wireless devices that will be deployed throughout the hospital.
• Interfacing with Doctors, Research Teams, Department Heads, Clinicians, Nurse Managers and SR. Executive staff becoming key technical reference point for IT issues and concerns. Helpdesk Support Via phone, Email and Remote users using SCCM and RDC connections. Managing trouble tickets using Service Manager Tool.

Confidential

MHRP Lead Desktop support/Helpdesk Analyst

• Desktop support to our main locations in 1 Taft Court, 1600 Taft, 13 Taft and Confidential Army Institute of Research BRAC transition in Rockville. Level three support for our remote regions in Tanzania, Africa, Kenya, Nigeria, Thailand and Uganda Facilities. Main Support person for Sr Military Staff and research heads for multiple sites.
• Supported MAC Book Pro, MB Air/Dell, and HP Laptops/PC’S in our clinical labs and research labs also trained user on preventative maintenance and performance tips. Supported proprietary medical PCS/EMR Documentation procedure and removal processes, cutting setup and relocation time by 57% over the next 6 months increasing SLA agreements.
• Maintained HIPPA compliance to all phases of client confidentiality for all supported sites.
• Supported Dell Laptops/Desktops, Macintosh Laptops/Desktops and IBM Laptops by creating images using Acronis and Ghost, customizing software used by specific departments or labs.

Confidential

Sr. Desktop support/Helpdesk Analyst

• III level support to our 3 main locations in Baltimore, Cambridge and Crownsville. Edit/Revised The states run book for information technology standard practices and policies for the state. Assisted/Supported the Secretary of the state and the executive staff in the office of the secretary with all technical issues and needs. Supported over 150 state regulated applications and COTS as well. Built excellent rapport with executive management and state figures both verbally and through effective written communications.