SUMMARY:

• An experienced professional with over 5 years of experience working in the IT industry providing desktop support to various clients.
• Installed and configured all IT related equipment and software for over 500 users using Windows 7 and 10
• Providing Identity and Access management
• Maintained all Servers - File, Printer, Phone, and Database all using MS 2008 or MS 2003 servers.
• Performed SCCM deployment/configuration, policy writing, bitlocker administration and software installs
• Performed server back-end work, on dedicated OS multi-layered for printers & storage
• Configured smart phones Android, iOS & VLAN connections and enforced TCP/IP
• Provided break/fix solutions for the POS systems of both Applebee/IHOP
• Provided remote assistance, where diagnosing & menu loads took place administered through VPN connects
• Asset management, break/fix, deactivation & deployment of corporate assets (PC, laptops; etc)

TECHNICAL SKILLS:

Operating Systems: WIN7-10, Red Hat,WIN NT-2008

Software: Microsoft Office 365, Mobil Iron, Exchange Admin, cCure, Facility Commander, VMware, Citrix, Microsoft Excel, Tivoli Provisioning, v- Pass Administrator, Ghost, Active Directory

Ticket Applications: Service Center, Remedy, Service Now, Heat, Track-It, Magic, ITSM

Email Clients: Outlook, Lotus Notes, Exchange, Office 365, GroupWise, ProofPoint

Antivirus/Spyware: Symantec, Malware, Win-7 Magic, Spot,Norton, McAfee, Adware, Spybot, AVG

Networks: iOS, Cisco AnyConnect, PC Anywhere, Ghost Explore, Android, Blue JeansLog Me-In, Windows Remote, Net Meeting, SMS, TCP/IP, VERITAS Backup Exec 9.1

WORK EXPERIENCE:

Confidential

Responsibilities:

• Enterprise level support, email/phone of global/local incidents
• Active Directory administration, User administration for Office 365 & Outlook support
• Configured applications for local users as well as providing support
• Troubleshoot software i.e. Office 365, hardware issues and Cisco AnyConnect
• Troubleshooting network outages, working with server team to ensure broad based coverage
• Configured user profiles in VMware, calibrated VDI assisting remote users
• Asset management procurement, tracking, disposal, reimaging
• SCCM deployment/configuration, policy writing, bitlocker administration, software installs

Confidential

DESKTOP ADMINISTRATOR

Responsibilities:

• Provided first line of support of desktop services, and helpline
• Answering emails and documenting tickets through Service Now
• Performed trouble shooting issues of Office 365
• Server back - end work, on dedicated OS multi-layered for printers & storage
• Instructing end-users on new programs/applications, software installs/support
• Asset management and procurement, tracking, disposal, reimaging
• Configuring smart phones & VLAN connections and enforcing TCP/IP
• Administering profiles & McAfee for backend Encryption

Confidential

HELP DESK ADMINISTRATOR

Responsibilities:

• Help desk admin in the Restaurant Service Center, we are the first line of support
• We provide break/fix solutions for the POS systems of both Applebee/IHOP
• Daily troubleshooting of OS and peripherals including but not limited to updates and configurations
• Remote assistance, where diagnosing & menu loads took place administered through VPN connects
• Entered and resolved/escalated issues through proprietary ticketing application
• Acted as intermediary between corporate and service contractors

Confidential

IT ADMINISTRATOR

Responsibilities:

• Functioned as liaison between IT/ corporate, managing databases through Active Directory
• Technical support of website applications and proprietary software/hardware
• Office support, classroom hardware setup enterprise level support
• Asset management/dispersal smart phone support, trained end user on new roll outs and updates
• Monitored intranet in an effort to maintain sustainability & integrity
• Deployment and support WIN - NT servers providing maintenance and configuration
• Entered and resolved issues through CA service desk, phone/email support

Confidential

DESKTOP SUPPORT

Responsibilities:

• Supervised team of three in asset disbursement and relocation
• Deactivation & deployment of corporate assets (PC, laptops; etc)
• Used Active Directory to catalog and remove user profiles
• Reintegration of system updates

Confidential

HELP DESK ADMINISTRATOR

Responsibilities:

• Analyzing critical calls/emails and service tickets 2025 daily
• Active Directory support and granting of user rights
• Software pushes managed through Big Fix proprietary
• Escalating appropriate requests to 2nd Level support
• Migrating of user profiles from Outlook to Lotus Notes

Confidential

APPLICATIONS SPECIALIST

Responsibilities:

• Rollout of new global DS platform TS of VDLS, Microsoft, Linux OS
• Created & reimaged systems using Ghost
• Windows XP & network connectivity oversight LAN/WAN, tier I call center
• Pushed new applications out to user desktop/laptop via FIDO proprietary software
• Serviced tickets via Remedy & researched solutions thru Clarity/TS chat
• Configured/maintained hardware software issues ensured the availability and functionality of systems
• Supported POS application remote access thru VPN

Confidential

GLOBAL SYSTEMS ADMINISTRATOR

Responsibilities:

• Supported users in a global accountings/custody platform
• Addressed helpdesk issues via phone/voicemail and email
• Set profiles through Active Directory & troubleshooting Windows
• Configured and/or loaded Lotus notes ID files
• Analyzed issues to determine most effective method of problem
• Monitored wire transfers & provided detailed analysis of monetary flow
• Troubleshooting network connectivity, assisted with daily support, repaired and upgraded desktops

Confidential

HELP DESK

Responsibilities:

• Setup user account in Outlook delegating rules and calendars as needed
• Transferred 250 user s data migrated from Lotus Notes to Outlook
• Supported users in an exchange environment & created user accounts
• Technical support for software/hardware issues reset PW, assigned users to appropriate groups
• Setup user accounts in Active Directory, Microsoft Exchange, remote desktop viewing through VPN
• Walked users through the installation of printers, drivers/modems

Confidential

HELPDESK

Responsibilities:

• Installed and maintained PC hardware ensured use of standard configurations
• Initial contact for helpdesk functioned as the liaison for IT &end users
• Provided phone/email support, configured various Black Berry models
• Imaged units using Ghost, refreshed laptops, desktop hardware loaded client specific applications
• Pushed new applications out to user desktop/laptop via SMS
• Granted/revoked permission via Active Directory & Console One
• Updated/created tickets in service desk, escalated to appropriate team members