SUMMARY:

• Microsoft Certified professional offering 10+ years of hands - on desktop/server support experience Supporting large Corporate and Small business environments, and 24/7 on-call support experience
• Enthusiastic contributor with a collaborative spirit and a passion for seeing a quality job through to fruition
• Recognized with the “Fast Start” award and “employee of the Month” for consistent ability to ensure continuity of services and exceptional customer service
• Personal strengths include excellent work ethic, self motivated, fast learner, Conversational in French, broad-based knowledge, and persistence
• Maintains current knowledge of technology developments to plan for upgrades and make business decisions

TECHNICAL SKILLS:

Operating Systems: Windows 95, 98, NT4.0 - XP Professional, Vista, Windows7, Server 2003 & server 2008 & 2012, SBS server 2003 - 2008, Hyper-V, Xen-server.

Hardware: Servers: Dell servers, Lenovo ThinkServers, HP blade PC: Dell GX110, GX150, 270 GX 280, GX520, GX620, GX745, Precision 210, 220 Dimension 3000 Workstation, Printers: Laser Jet 4, 5, 6, 4000, 4050, 5000, 8000, 8100, 8150 Dell 5300, Dell, HP Xerox, Ricoh printers Laptops: Dell Latitude series model, Lenovo series, MAC PCs.

PROFESSIONAL EXPERIENCE:

Confidential - Atlanta, GA

Citrix Administrator

• Started with Beazer as a Tier II Desktop Support Analyst and was promoted to the engineering team within 8 months.
• Managed WSUS patch deployment to make sure all servers/workstations are patched and secured.
• Utilize Active directory to create all end users, groups, as well as computer assignment to the appropriate OU. Manage assigned GPOs for the Citrix environment.
• Manage Symantec Endpoint Protection for all servers & workstations. Perform routine upgrades of the environment perform audit and produce reports to make sure all systems have the latest definitions.
• Administer/manage Veeam backups for all virtual & physical servers
• Test/deploy monthly Microsoft patches via SCCM patch management to all servers & Workstations.
• Administer day-to-day operation of SCOM alert monitoring for all server. Perform routine upgrades & updates of Management packs, create requested overrides, configure subscriptions for alert notifications, new agent installs, etc.
• Provide support for our Citrix Virtual Desktop Infrastructure (VDI), Xen-Desktop & Xen-App; Troubleshoot Citrix related issues on back-end servers, as well as with end users. Perform routine updates/changes to windows 7 golden images as requested.
• Troubleshoot issues with profile manager such as AppSense (version 10) configurations for capturing user’s profile in a non-persistent VDI environment. Issues with the DDC’s 6.5 & PVS 6.1 & Citrix XenApp 6.0 servers to ensure availability of the desktops.
• Experiencing with AppSense version 10.0 profile manager for Citrix
• Provide general server support for physical & virtual servers (2008 & 2012).
• Experience using System Center Configuration manager (SCCM 2012) for packaging & Microsoft patch deployment.
• Coordinate & discuss changes in “Change Control” meetings for management approval before implementation
• Coordinate & work with 3rd party hardware/software vendors to resolve incident that cannot be resolved by the internal IT team.
• Some experience with Nexsan & HP 3-par storage.
• Provide backup support for exchange 2010
• Experience working with HP blades servers
• Setup/configure servers in a VMWare environment.
• Experience upgrading & configuring Veeam backups. Manage and support Veeam backups for the VMware environment.
• Stood up a new fully functional XenApp/XenDesktop 7.11 Citrix environment within VMWare, complete with PVS servers, two DDC servers, multiple Application servers (RDS), Storefront servers, a golden Win7 image, and various non-persistent desktop which is currently in production for Apps & VDI desktop access.
• Experience with O365 account administration and support
• Mobile Iron (MI) Administrator supported the MDM platform for over 1000 IOS & Android devices, perform Mobile Iron System upgrades, manage all MI servers and work with 3rd party MobileIron engineers on escalated technical problems.

Confidential - Atlanta, GA

Desktop Support Analyst

Service Desk Analyst

• Work as the primary point of contact for remote site of over 200 users under minimal supervision
• Assume responsibility for all IT related tasks for the remote site
• Provide 24/7 support for the company including high level executive and their administrative assistance
• Work with hardware & software vendors to coordinate remote and onsite support
• Provide technical support by responding to telephone support calls or ticketing inquiries
• Provide support/maintenance for all devices currently utilized by the onsite and remote users
• Work with higher tier support to coordinate escalation for timely resolution
• Set up/support/maintenance of all audio and video conference room equipment required for events
• Work with Cisco Configuration manager (CM) to create/configure and troubleshoot cisco VOIP accounts
• Experience using Cisco Unity to create, manage and troubleshoot user’s Voicemail account.
• Experience with creating and troubleshooting CRM accounts
• Utilize SCSM as the primary source of ticketing for incident inquiries.
• Manage Blackberry BES accounts and troubleshoot mobile phone’s ActiveSync for exchange
• Experience using System Center Configuration manager (SCCM) 2007 & 2012 for creating/deploying windows XP and 7 images.
• Ability to manage SCCM 2012 to configure update deployment, customize software distribution, configure task sequence for application and OS deployment
• Manage AD user accounts and support user mailboxes using exchange 2007 & 2010 console.

Confidential - Decatur, GA

Desktop Support Specialist

• Provide 2nd & 3rd level desktop support to local and remote county employees
• Troubleshoot windows XP & win7 systems
• Troubleshoot all desktop/laptop hardware issues
• Manage the print servers for the county, also configure and troubleshoot scanners and multi-function devices in the environment.
• Support user/computer accounts through active directory & SCCM 2007
• Installed, configured, troubleshoot and maintain all computers and network printers within the DeKalb County’s network infrastructure. Remote tools and Desktop. Support 7000 - 10000 users throughout DeKalb County including HR, Solicitor’s General Office, Superior Court System, Water Shed, Sanitation, Police Department
• Create, upload & deploy desktop/laptop images using System Center Configuration Manager 2007
• Provide remote support through SCCM remote tool and RDC

Confidential - Phillipsburg, NJ

Desktop support / Network Administrator

• Setup new computers, performed OS & Software upgrades as needed for all clients.
• Provided general desktop support to multiple clients remotely via “go2assist” remote app and face-to-face.
• Troubleshot issues with windows applications, corrupt operating systems (including 2000, XP, Vista & W7)
• Installed and administered Microsoft servers (SBS 2003, 08), configured exchange 2003, and 2007 servers.
• Experienced configuring SonicWall Firewall including point-to-point VPN configuration
• Implement and troubleshoot client terminal server connections and connectivity issues
• Assisted with internal customer services which include assisting with virus removal, upgrades, system optimizations and PC/laptop part replacement.
• Troubleshot local connectivity issues, hardware and software troubleshooting.
• Experienced performing Blackberry Professional server installation and upgrade to BES Enterprise level.
• Installed, configured and managed BES enterprise servers.
• Test new product being considered for production at client sites.
• Experience with various types of backup’s technologies (including bare metal restore) Axcient, and various other offsite small business backup solutions.
• Researched, designed and implement Hyper-V server environment for small business clients by consolidating to reduce overhead cost.
• Experienced troubleshooting Hyper-V server STD and Hyper-V server R2.
• Worked with AVG and Symantec Admin console for Anti-virus software deployment.

Confidential - Conshohocken, PA

Desktop support / Network Administrator

• Provides general helpdesk/desktop support to small business clients
• Performed software upgrade, hardware replacement.
• Manage small business client’s network (Law firms such as McCausland, Keen & Buckman, Healthcare companies, school district of Philadelphia, and Investment firms); from computer issues, software & hardware install, to small business server (2003) installation & management.
• Manage multiple Exchange 2007, Blackberry servers and Citrix apps publishing in a Citrix virtual server hosting environment.
• Designs, installs, upgrades, configures, and repairs local area network hardware and infrastructure on client sites.
• Coordinate development and maintenance client servers; review server logs for errors and potential problems.
• Installation and configuration of client small business servers (SBS).
• Install and manage local clients exchange 2003 & 2007 servers.
• Implement & Manage client’s offsite backups (MozyPro, IBackup), some Symantec Backup Exec experience
• Blackberry server management (BES), blackberry & mobile phone email activations, and support.
• Basic knowledge of Citrix server installation, configuration.
• Certified Dell image direct for images components upload (create & build Windows images using Ghost).

Confidential - HOLMDEL, NJ

SR MIS Support

• Managed user & computer accounts in an Active Directory environment, proficient using SMS for remote connection to troubleshoot daily issues, reports, hardware/software tracking.
• Ability to create & deploy images for a variety of laptop & desktop hardware using RIS imaging.
• Troubleshoot Cisco 7940 & 7960, V-phone and MTA VOIP phones directly on the device or using CCA account management database.
• Provide daily support to over 1500 users on all related desktop, laptop, blackberry, phone and all other Hardware issues.
• Experience in supporting a variety of Verizon & T-Mobile blackberry models; 7250, 7270, 7290
• Troubleshoot Avaya soft phones for noise and quality issue on a daily bases.
• Expert in troubleshooting and configuring Exchange mail using outlook 2k3 and other previous versions.
• Basic understanding of Cisco router/switch commands and configurations