SUMMARY:

• Confidential is a results - oriented professional with a successful record providing enterprise-wide customer service and technical troubleshooting.
• My major strengths include attention to detail and the ability to diagnose and resolve technical challenges associated with hardware and software based on my thorough knowledge of a range of information technology tools, systems, and platforms.
• At the Confidential, I support the Windows/Macintosh corporate enterprise environment, ensuring that all features (e.g., Active Directory and MS Exchange) are functioning optimally for the more than 700 users who depend on them every day.

TECHNICAL SKILLS:

Operating Systems: Windows 98 - 10 Mac OS X

Software: MS Office 97 - 16 Office 365 ProPlus Confidential Creative Cloud IE8-11 MS Edge

Mobile OS: iOS 5 - 10 Android WP7/8 Windows Mobile 6

PROFESSIONAL EXPERIENCE:

Confidential

Senior Help Desk Technician

Responsibilities:

• Work primarily in a high volume call center
• Complete desktop hardware moves, hardware upgrades, and software installations for over 200 users.
• Support more than 500 more users around the world remotely.
• Set up and configure Blackberry, iPhones, iPads and Android devices for use with exchange email, and conference calling.
• Install and troubleshoot Office 2016 ProPlus with end users.
• Resolve printer issues loacally, remotely, and via the print server
• Collect statistics on hardware/software/system problems, using “Heat” ticketing system
• Performing periodic software maintenance and making appropriate enhancements to existing systems and assisting customer personnel in identifying their requirements and/or problems.

Confidential

Desktop Support Technician

Responsibilities:

• Complete desktop hardware moves, hardware upgrades, and software installations for over 200 users.
• Support more than 500 more users around the world remotely.
• Manage the exchange server and office 2016 environment.
• Install and troubleshoot Office 2016 with end users.
• Upgrading desktops, including installing memory and hard drives.
• Resolve desktop, laptop, and peripheral hardware and software problems.
• Upgrading personal computers, including installing memory and hard drives.
• Collecting statistics on hardware/software/system problems, security incidents, maintenance service calls (using “Heat” Ticketing system), and user base.
• Performing periodic software maintenance and making appropriate enhancements to existing systems and assisting customer personnel in identifying their requirements and/or problems.

Confidential

Systems Administrator

Responsibilities:

• I was a systems administrator/engineer responsible for establishing and maintaining IT infrastructures for Confidential and our customers. I recently single-handedly established a new IT network infrastructure, including servers, firewalls, switches, workstations, phones, and FAX, in a Windows environment at Confidential offices in Albany, Georgia that support our customers at Marine Corps Logistics Command. I identified the number of users that the physical environment could support; identified the appropriate equipment (e.g., laptops, monitors, printers, cell phones, land line phones) needed for the offices; purchased all hardware; configured all hardware; and tested all systems to ensure they were operational.
• For Confidential Windows 8.1 environment in Reston, Arlington, and Stafford, Virginia, I created new user accounts and maintained current ones using Active Directory. I recently supported our migration of Exchange/Outlook/Lync by creating the new infrastructure, building new servers and facilitating user migration to Windows 8.1 and Office 2013. I also overseen our move to Office 365 ProPlus, and supported users with installs. I supported our migation to SharePoint 2013 by providing capacity planning (e.g, numbers of servers), planning and building the new infrastructure, and supporting users throughout the migration process. On a daily basis, I refined and administered workstation images with various operating systems, and developed and maintained installations and configuration procedures through testing while contributing to system standards. I monitored the efficiency, uptime, and errors of our enterprise (with more than 170 users); conduct ongoing performance tuning; implement hardware upgrades; perform resource optimization; configure CPU, memory, and disk partitions. I trained all new employees on the use of Confidential ’s IT systems, including Active Directory, Office, Lync, and SharePoint 2013 during new hire orientation. I also helped a customer, the social media company Zoomph, to establish email and other cloud services through MS Office 365.

Confidential

Systems Administrator

Responsibilities:

• Managed user workstations and accounts for over 200 users.
• Managed Exchange 2013 server for outlook and lync
• Manage the exchange server and Office 365 ProPlus environment.
• Install and troubleshoot Office 365 ProPlus with end users
• Assisted in the SharePoint migration for marines.mil from
• Migrated from Microsoft Office
• Assisted in the Microsoft Exchange/Lync 2010 migration to 2013
• Maintained asset management inventory
• Administrated Active Directory for over 200 users
• Managed shared drives and permissions via active directory
• Trained all new employees during new hire orientation

Confidential

Systems Administrator

Responsibilities:

• Manage user workstations and accounts
• Manage and update worstation images
• Manage Office 365 ProPlus with Skype for Business
• Control complete physical asset inventory (eg. Workstations, Peripherals, Network Devices, Storage and Phones)
• Control and track multiple licenses
• Wipe and Format Hard Drives, Servers and other Network Devices

Confidential

Systems Administrator

Responsibilities:

• Managed user workstations and accounts
• Managed and update worstation images
• Configured Worstation according to DOD STIGs
• Asisted in migration from Sharepoint
• Provided before and after site support

Confidential, Norfolk, VA

Assistant General Manager

Responsibilities:

• Managed and controlled day-to-day operations of the restaurant
• Used P/L statements for inventory and to monitor shrink
• Actively interviewed new candidates to meet staffing needs
• Trained employees daily on new and old quality standards
• Supervised a team of 3 Shift Managers, and 12 cashiers/team members/cooks

Confidential, Plymouth, MN

Teller

Responsibilities:

• Used a Windows workstation daily with Wizard Teller System and MS Excel
• Conducted face-to-face customer service and troubleshooting
• Used different sales techniques to convince customers of the best business solutions and packages
• Accurately and efficiently processed and recorded routine transactions for bank customers including cashing checks
• Accepted deposits and withdrawals, processed loan payments and money transfers

Confidential, Fredericksburg, VA

Assistant General Manager

Responsibilities:

• Used a Linux based POS system
• Provided customer service face-to-face and over the phone
• Supervised a team of 3 shift managers, 12 drivers, and 6 in-store employees