SUMMARY:

• Experienced Computer Information Professional, with aptitude for providing seamless internal and external customer support with hardware and software issues, seeking to work in the fields of Networking and Information Security

TECHNICAL SKILLS:

• Provide solutions to technical issues and customer service through desktop support
• Install/update software on computers and laptops
• Imaging the desktop and laptop computers
• Computer repairs and trouble - shooting
• Manage Altiris Deployment Solution
• Familiarity with protocol analyzers, such as wireshark
• Switches/Patches/VOIP
• Networking
• Computer maintenance
• Remote desktop support
• Active Directory
• Registry editing
• Customer Service and phone support

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

ATA/ATM Production Support Analyst I

Responsibilities:

• Resolves and documents service tickets in the Gasper service ticket queue
• Sends reset packages to ATM to resolve issues of latency and error messages that affects the availability of the ATM
• Proactively maintains all ATM communications, by monitoring the ATM's Heartbeat
• Responsible for bringing the ATM in/out of service to aid in the servicing of the ATMs
• Provides trouble-shooting solutions for issues dealing with the functionality of the ATMs
• Responds to signals and status alerts sent from the ATMs
• Monitors the uptime of all ATMS, by pinging the router and ATM to maintain their presence on the network.
• Performing remote diagnostics on ATM and components
• Providing customer service over the telephone

Confidential, Concord, NC

Operations Analyst

Responsibilities:

• Pushing out software updates via SCCM to local and remote computers
• Providing technical support for network printers and computers
• Maintaining inventory control over hardware
• Testing the connectivity of all Access Points, within the facility
• Performing pre-shift technical audits
• Tracking service tickets in the ServiceNow ticketing queue
• Providing technical support for RFID scanners
• Utilizing Active Directory
• Accessed technical tools via Citrix environment

Confidential, Charlotte, NC

Network Technician

Responsibilities:

• Set up user accounts in Active Directory, Microsoft Exchange, and Office 365
• Administered user accounts in Small Business Server 2011
• Worked with the Barracuda 100 spam filter to filter emails and websites
• Provided Network monitoring and response to network and host based events
• Acted as an Liaison, between clients and third party service providers to address issues of outages, and interruptions involving Switches, Routers, and Servers
• Provided hardware upgrade to Servers
• Provided desktop resolution for a PCs and Laptops in a Windows 7 and Windows 10 environment
• Identified events that affected network stability
• Performed troubleshooting methodologies to resolve network connectivity issues
• Imaged PCs and Laptops with the Windows 7 and Windows 10 OS
• Accessed technical tools via Citrix environment

Confidential, Mooresville, NC

Windows 7 Deployment Technician

Responsibilities:

• Imaged laptops with the Windows 7 image
• Built the access control lists to NTFS files
• Placed laptops in the proper Active Directory OU
• Performed data migrations over the network from old machine to new machine
• Resolved issues with failing hardware through fixing or replacing the affected equipment
• Established local administrative rights to users groups on laptops
• Managed user accounts in active directory
• Installed, configured and remediated approved software for the end user
• Provided 1 st and 2 nd level support to end-users

Confidential, Concord, NC

Windows 7 Deployment Technician

Responsibilities:

• Deployed, and configured the desktop applications, using Altiris 6.1 and 7.1 via Citrix environment
• Resolved deployment issues with the Altiris client
• Imaged workstations off the network with Windows 7 or Windows XP operating systems
• Provided first and second level desktop support for Windows environment
• Resolved network connectivity issues
• Provided remote support, using Dameware and Windows Remote Desktop

Confidential, Wilkesboro, NC

Windows 7 Deployment Technician

Responsibilities:

• Imaged and deployed 1500 PCs and laptops with the Windows 7 image
• Set up and configured workstations with the upgraded Lenovo desktops
• Installed and tested applications on computers to ensure functionality
• Decommissioned of old computers and laptops prior to recycling
• Performed first and second level desk side support in person
• Researched solutions for issues and concerns that affected the end user
• Configured Firewall rules on local computer

Confidential, Mooresville, NC

Windows 7 Deployment Technician

Responsibilities:

• Provided resolutions to service request tickets in the Service Central queue
• Reimaged 2500 PCs downstream with the Lowes Corporate and Store images
• Repaired and Configured Lenovo laptops, PCs and other devices
• Performed Registry edits in the Windows 7 Operating System
• Setup and configured workstations
• Researched solutions to technical issues that impeded productivity

Confidential, Charlotte, NC

IT Customer Service Professional

Responsibilities:

• Provided 1 st and 2 nd level technical support for, approximately,3000 customers via in person, telephone, or email
• Resolved technical issues, locally, for approximately 300 customers
• Documented all research and resolutions in the IT Knowledge Base
• Provided resolution to customers from open service tickets in the Remedy ticketing queue
• Supported user logins, password resets and network domains in the Active Directory
• Assisted with agency-wide data migration during PC refresh
• Reimaged Laptops, from Windows XP to Windows 7
• Provided trouble-shooting methodology for network printers
• Performed registry edits in the Windows 7 Operating System
• Accessed technical tools via Citrix environment

Confidential, Concord, NC

Information Technology Assistant

Responsibilities:

• Assisted in the installation, configuration and troubleshooting of network devices, including AVAYA VOIP phones for 130 customers
• Traced ports and cabling using a tone generator
• Built and configured Dell laptops
• Configured Ethernet ports to be used for power over Ethernet (POE)
• Upgraded Ethernet cabling at the patch panels and switches
• Performed minor repairs and maintenance of network printers
• Resolved open service tickets in the Service Request Queue
• Imaged PCs and laptops, using Kronos
• Performed hardware repair for Laptops and PCs

Confidential, Charlotte, NC

Protection Specialist

Responsibilities:

• Provided help desk support for inbound calls
• Documented and resolved service ticket requests at tier I level
• Escalated critical service ticket requests for tier II support
• Created reports and documentation that reflected the disposition of all client related incidents