SUMMARY:

• Technical Support ~ Network Administration ~ Security Management
• Detail - oriented, customer service driven, and accomplished Professional. I offer a solid IT help desk background with experience in a variety of systems and implementations.
• I am innovatived and organized with a history of developing dynamic strategies and translating them into practical tactics that produce significant results.
• I possess outstanding communication, technical, and interpersonal skills and have a reputation for forming productive business relationships at all levels.
• Additionally I have strong critical thinking, problem solving, and time management skills with proven success handling multiple responsibilities in fast paced environments. Expertise in:
• Project Management Network Administration Security Planning
• Strategic Planning Email Administration Technical Research
• Technical Support Backup Planning Budgets and Resources
• Took the responsibility of learning a new piece of security software(eTrust Gateway) that was to be supported.
• Provided Tier 3 support as a specialist on this product and assisted junior engineers in resolving issues.
• Created and maintained partnerships with customer base allowing clients to feel comfortable when talking to any of the engineers in our current group.
• Received numerous outstanding surveys from clients concerning the methods used to solve their problems.
• This includes remote utilities to connect to the client as well as documentation, workarounds and troubleshooting tools.
• Set up a test lab for team use to recreate client problems.
• Also assisted in setting up VMWare Server for team to use VMSessions for troubleshooting and recreating issues.

PROFESSIONAL EXPERIENCE:

Confidential, Pennsylvania

Technical Support Specialist

Responsibilities:

• Server Support, Desktop Support, Laptop Support
• Antivirus Support
• Mobile Device Support
• Handled printing issues related to software
• Worked in active directory creating user accounts, moving machines to proper OU’s, etc
• Deployed images to machines using SCCM
• Desktop Phone support

Confidential, Pttsburgh, Pennsylvania

Desktop Support Technician

Responsibilities:

• Handle issues with laptop and desktop hardware.
• Image machines using Ghost
• Level 1, 2, and 3 desktop support
• Handled printing issues related to software
• Worked in active directory creating user accounts, moving machines to proper OU’s, etc
• Support classroom projectors and interactive whiteboards

Confidential, Weirton, West Virginia

Network/Desktop Analyst

Responsibilities:

• Supervise the people and resources for the rollout of the new desktops and laptops for the hospital.
• Created the image the hospital uses for the desktops and laptops
• Level 2 Desktop support on applications and hardware
• Involved in roll out of new equipment using WDS
• Worked in active directory creating user accounts, moving machines to proper OU’s, etc

Confidential, Finleyville, Pennsylvania

IP Phone Technician

Responsibilities:

• Setup and configured IP and Digital phone systems. These include ESI and Avaya.
• Worked with vendors of phone systems to troubleshoot high level problems.
• Worked with the customer’s IT Department to get proper ports on their firewall open to allow for remote access to phone systems.
• Handle installing data and voice cable.

Confidential, Pittsburgh, Pennsylvania

Senior Network Admin/Helpdesk Lead

Responsibilities:

• Was a contract position.
• Handled tasked with getting a helpdesk process in place. This was included but not limited to using Kaseya to create tickets, install software, and remote connection to computers.
• Assisted with putting an imaging system together to prepare all computers to be imaged/replaced.
• Worked in a Novell environment dealing with GroupWise and Novell issues.
• Setup a citrix test environment.

Confidential, Pennsylvania

Systems Administrator/IT Manager for Office

Responsibilities:

• Was main contact for all vendors and users for our Pittsburgh branch of Confidential .
• Handled all server maintenance for the server in the Pittsburgh office.
• Assisted with maintenance of servers in the main office in Houston.
• Handled all users issues in the Pittsburgh office. These include but not limited to pc/laptop issues, email issues, network issues.
• Handled email retention policy and Confidential policies for the entire four office enterprise.

Confidential, Pittsburgh, Pennsylvania

Technical Support Engineer

Responsibilities:

• Answer calls for clients dealing with standard Windows (2000, 2003, XP, Vista, Windows 7) problems to include but not limited to login, printing, networking, installations, email, etc.
• Fix printing problems including network and local printers
• Install many different proprietary applications and configure per hospital policy
• Fix and repair hardware or software related desktop problem.

Confidential, Pittsburgh, Pennsylvania

Network Admin/Tier 2 Support Engineer

Responsibilities:

• Answer calls for clients dealing with standard Windows (2000, 2003, XP, Vista, Windows 7) problems to include but not limited to login, printing, networking, installations, email, etc.
• The primary contact for all helpdesk activity from workstations to servers.
• Deal with making sure all clients backups are done daily.
• Use Cisco VPN software to remote into clients to help resolve a variety of different issues.
• Assist with health checks on client servers to make sure servers are running properly.
• Involved in the implementation of Level Platforms Monitoring Software as well as the use of Kaseya
• Image computers using Acronis Snap-Deploy
• Involved in management of projects dealing with computer rollouts.
• Main contact for all internal IT problems and handle network admin for internal network.
• Manage Projects for PC rollouts at customer sites

Confidential, Pittsburgh, Pennsylvania

Tier 3, Principal Support Engineer

Responsibilities:

• Handle a variety of different problems via the phone for clients concerning out antivirus, gateway, and content management software.
• Very integral part of the day-to-day operations of the staff. Everyone used each other as resources to help each other solve clients problems. It was a very team oriented atmosphere.
• Interacted extensively with clients to fully understand their needs and requirements, building and maintaining strong relationships to make the clients feel comfortable when contacting support.
• Monitor the queue for the call system to make sure clients get the quickest response possible for their current problem or question.
• Document issues very well so if in the future a similar issue comes up can reference the old issue to find the resolution.
• Proficient in numerous remote tools to assist in client problems. These include Goto Assist, Terminal Server and Citrix.