SUMMARY:

• 15+ years experience in the IT field
• Systems Administration over Microsoft Windows 9x - 7, Server 00-2012, Office 98-2013, O365, MAC OS, OE, QuickBooks, CITRIX, Acrobat, Linux/Unix, Firefox, Chrome, Safari, AD, EMC, CMC, Lotus Notes
• Home/office networking-wired & wireless, WAN/LAN
• Hardware/Software installation, troubleshooting, break/fix, Print device troubleshooting, Dell, HP/Compaq, Gateway, IBM, Lexmark, Xerox, Zebra etc
• HP & Wyse Thin Client administration
• Exceptional knowledge of virus & malware situations & solutions
• Design and build a computer networking using the TCP/IP suite
• Use diagnostic techniques, tools, and utilities to troubleshoot computer network problems
• Implement a secure enterprise network using directory services
• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required service levels

SKILLS SUMMARY:

• Consistent career growth
• Accelerated learning curve
• Self Motivated
• Excellent communication and management skills
• Highly efficient
• Highly organized and detail oriented
• Strong problem solving and decision making abilities
• Exceptional ability to integrate new information, procedures, and techniques easily
• Effective verbal and written communication
• Exceptional multitasking ability
• Understands and effectively able to prioritize
• Willing to accept challenges and exceed expectation

EMPLOYMENT:

Confidential

Technical Specialist

Responsibilities:

• Receive requests for support and trouble reports directly from the Executives and their administrative assistants both during standard business hours as well as after hours on a 7 by 24 by 365 basis.
• Provide day to day support of all Executive hardware, software and connectivity.
• AD administration for all Executive staff
• Complete MAC iPad/iPhone support for Executive staff
• Support and administration for GroupWise to O365 migration
• Appointed POC status for all O365 applications ~ Outlook, Word, Excel, Skype, Powerpoint, OneDrive
• Install and maintain installations of a variety of client operating systems. Troubleshoot and resolve "desktop system" errors utilizing advanced analytical skills and troubleshooting techniques.
• Support all Video teleconferencing and Meeting Room support request for systems located within the Executive conference rooms.
• Develop of requirements as well as functional specifications for systems used by the executives.
• Participate in the CAB meeting to be aware of any upcoming changes to the operational environment that could disrupt executive connectivity or system operation.
• Work with Client Systems Engineering, Networks, Telecom, ITHH, Video Teleconference Engineering, and Solutions Engineering to gain an understanding of the configurations and capabilities for a variety of client computing systems, network equipment to include routers and switched, telephony hardware, server platforms and applications. This includes integration and support for a variety of peripheral devices such as printers, scanners, external storage devices, audio/video devices, data acquisition platforms, control platforms, and other accessories
• In conjunction with Confidential, review new operating systems, installation techniques and options, maintenance and update options for new and existing operating systems, and the configuration of the many different components of the workstation operating system to provide for reliable and stable integration of such in the NETL environment.
• Design, develop, and maintain installations for a variety of application software. This includes both COTS applications and internally developed applications.
• Proactively recommend changes and/or enhancements to IT systems to provide better efficiency, productivity, stability, and/or cost savings within the larger scope of each project’s scientific and engineering design requirements.
• Monthly Support Activity Report due 10th day of the month, which documents all relevant support performed in the previous month and work planned for the subsequent month, including but not limited to:
• Summary of Support Activities
• Problems or Issues affecting support
• Weekly Status Reports \ Meeting Minutes Report, due by close of business each Monday

Confidential

Rep/Field Tech

Responsibilities:

• Implemented new hardware and software solutions for Confidential center
• 24/7 support for new state of the art Confidential center
• Traveling to remote rig locations to asses and correct RIAB issues
• Providing support for Rig In A Box solutions
• Assisting local end users with any technical issues that may arise
• IRM compliance coordination & support for the RTOC domain
• Well Vantage Sev 1-2 incident management
• Asset and account remediation utilizing PowerShell tool
• System Administration over Server 03-08, VMWare, HP ILO, AD
• SPOC for worldwide TLS center

Confidential

Onsite Support Specialist

Responsibilities:

• Provide second-line investigation and diagnosis
• Resolve and close incidents/service requests per allocated time lines
• Logging incident and service request details
• Asset management via Remedy ticketing system
• Maintain communication line with clients as incidents are resolved
• Managed and resolved McAfee & Forefront AV solutions
• Complete AD administration
• Complete OS support, XP/Win 7
• Complete MS Office support, specializing in Outlook & Word solutions
• Assisted in preparation for Lync migration/upgrade
• Complies with QHSE and IT policy
• Liaise with clients, SLB IT groups and 3rd party providers
• Smart phone & Cisco 79xx series troubleshooting/configurations
• Hardware(DELL) maintenance and support
• SSO and IT security issues and virus elimination
• Staging of PC’s via SCCM
• Local server maintenance/Tape Backup/Recovery

Confidential

Responsibilities:

• Received assignment via personal e-mail
• Travel to facility to repair supplied hardware and ensure devices were in compliance with policy
• Report back to remote support team
• Complete documentation after completion of assignment for verification
• Project Management and execution of Exchange 2010 E-mail migration/pst management

Confidential

TSC Senior Analyst

Responsibilities:

• Supported end users at a 700:1 ratio via phone, e-mail, & web based portal
• Led the team in first call resolution
• Managing & supporting 100’s of applications in the Citrix environment
• Systems Administration over AD, Redhat, CMC, OWA and Postini
• Achieved expert status with MS Outlook application and Exchange Management Console
• Utilization of OCS Inventory with GLPI
• Diagnose network events in coordination with S2S & ATT solution centers
• Hardware break/fix onsite maintenance - Imaging, software installs/upgrades
• Exceptional knowledge using VNC, Remote Desktop, putty, Rilo, & GoTo tools
• Remote management of malware solutions
• Cisco VPN installation and diagnosis
• Cisco Wireless management
• Troubleshooting and diagnosing defects in present proprietary POS system
• Prep & test the POS environment in regard to new releases and updates
• MAC diagnosis and repair
• Created new instructional tools to be used as future analysts’ resource
• Assisting in the development of a new ticketing system - Helpstar
• Continually creating new solutions to improve efficiency in a fast paced environment
• Improved morning & evening closeout procedures for staff and field
• HP ProLiant server resolution over Red Hat and HP Service Center environments
• Wyse & HP Thin Client Administration, imaging, rollout, break/fix
• Traveled to support new Agile shipping process as it was integrated into WESCO POS
• Assisted in Smartphone & Blackberry configuration over EMC and BES
• Assisted in training new associates, preparing them for self motivated resolution
• Point of contact for proprietary Global Purchasing tool
• Point of contact for newly implemented Agile shipping application
• Point of contact and Managed Physical Inventory for 300+ locations

Full Service Network

Confidential

Responsibilities:

• Acted as single point of contact for Confidential IT solutions
• Managed multiple high end switches & routers regarding VOIP and data networks
• Managed internal and external phone calls to assist end users with various issues
• Unix Linux mail admin - server admin function
• Remote setup coordination
• PC break/fix internal - hard/soft
• Manage Cisco & HP equip - Adtran - routers
• PBX administration over the Metaswitch environment
• Wire tech support - onsite configuration of business customer equipment - routers/switch
• VoIP hard phone and ATA support
• Wired & wireless network support
• Hardware & supplies order fulfillment/procurement
• Trained staff members
• DSL extensive - terms technologies
• Work with carriers Covad/VRZ - DSL TS
• Novell support
• Light SQL negotiation

Confidential

Help Desk

Responsibilities:

• Assisted Confidential nationwide with password, printer, e-mail, VPN, and other technical issues
• Extensive documentation on a case by case basis via the Infoman ticketing system
• Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Develop and provide skills to other help desk staff members on an as-required basis, through coaching and/or mentoring
• Identify and learn appropriate software and hardware used and supported by the organization
• Extensive use of Lotus Notes software & design of Notes online training guide for end users
• Administer and maintain end user accounts, permissions, and access rights through Novell
• Ensure that the appropriate patches, hot fixes, and service packs are installed on company-owned or licensed software in a timely manner
• Quality experience & proficiency with NT, Novell, AD and other corporate applications

Confidential

Service Technician

Responsibilities:

• Troubleshoot customer technical problems & service issues
• Replacing & running new CATV & High Speed Data lines
• Experience with grounding, wall fish, hand & power tools, CATV drops & DSAM meter
• Setup and configuration of High Speed Data accounts
• Cooperative work with fellow associates & dispatch units
• Support on a Tier 2 level for Confidential
• Daily paper work involving technical procedures and quality work completed
• Work overtime as needed

Sales Associate

Confidential

Responsibilities:

• Sales - provided information and suggested product to fit customers’ needs
• Customer service - corrected customer complaints and misunderstandings
• Bank transactions - count & deposit daily cash flow
• Computer tech support (in-store & phone)
• Stock & inventory tracking maintained stock and inventory through RS database

Sole Proprietor

Confidential

Responsibilities:

• Maintained clientele return rate of 100% by determining customer needs and complete customer satisfaction.
• Consistently exceeded monthly and quarterly income goals to maintain operations
• Consistently completed all projects on or ahead of schedule
• Expanded business at 75% annually
• Marketing, Sales, Customer service, Landscape Architecture & Design (Computer and Freehand), Invoice & Billing, Scheduling appointments and meetings
• Trained & supervised staff