SUMMARY:

Certified Information Technology Professional with over 10 years’ experience with includes Network Administration, analyzing and troubleshooting, operation, repair and maintenance of desktops and servers related to windows based operating systems and equipment, installing and configuring MS Exchange Servers, Quality Assurance and Help Desk.

PROFESSIONAL EXPERIENCE:

Service Desk Analyst

Confidential, Wilmington, DE

• Create and administer domain objects and security groups in Active Directory.
• Resetting passwords In Active Director and Third party applications.
• Provide first level contact and convey resolutions to customer issues.
• Properly escalate unresolved issues to the next level of support with strong supporting documentation.
• Create and administer mailboxes, calendars, and distribution groups
• Provided mobile device support and setup.
• Ensure proper recording, documentation and closure of all records.
• Recommended procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products and services.

Technical Support Analyst

Confidential, Blue Bell, PA

• Documented problem and solution thoroughly; provided timely status of updates for resolved and newly assigned tickets.
• Traveled to customer sites to observe operations, and understand workflow to ensure effective functional/ technical requirements
• Isolated/ resolved network, printer, PC, and laptop problems.
• Configured and installed PC's and laptops using Ghost disk imaging software.
• Administered LAN support using Novell 3.12 and 4.1.1.
• Analyzed and resolved conflicts involving hubs and TCP/IP.

Confidential, Wilmington, DE

• Provided desk top support to end - users, troubleshooting hardware, software and network problems.
• Provided technical support for corporate users to include setting up computers, passwords, rights and responsibilities using
• Active Directory (Computers and Users).
• Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily.
• Configured and installed software for end-users' desktops, scanners, terminals, and pos equipment.
• Performed password resets, break fix, printer support, network connectivity and VOIP troubleshooting.
• Created tickets in HEAT ticketing system and followed up on tickets to provide resolutions for end users.
• Provide architecture and engineering services and technical support for other major software applications and OS components, in addition to proprietary software. Provide architecture and engineering support for multiple desktop hardware platforms (i.e. Dell, Client).

Network Operations Analyst

Confidential, Philadelphia, PA

• Monitored scheduling (Batch Operations) utilizing Tidal Application
• Escalated service events internally to resolution. Continually developed and reported on quality metrics.
• Monitored network devices and other SNMP alerts
• Performed detailed packet analysis via Wireshark to rule out network issues and provide diagnostics for application and server problems
• Streamlined work processes, and Documentation
• Great knowledge and experience includes Active Directory, Roaming Profiles, Group Policy, VLANS, Cisco networking, Ghost Imaging, DameWare, Window Server 2003 & 2008 and printer networking.

Desktop Support Analyst

Confidential, Philadelphia, PA

• Provides client support for all standard and supported hardware/software.
• Provides daily support to clients via phone, voicemail, e-mail and pager.
• Tracks, manages and owns trouble tickets received on a daily basis.
• Provides daily support to team members.
• Processes issues/requests in the queue and mailbox as assigned.
• Assist with desktop image design, entry-level application packaging and SMS Administration.
• Documented and tracked all received requests in incident management system.
• Collected and updated data to assist with customer issues and concerns.
• Assisted with software installations.
• Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions
• Assist in creation of both short and long term technology plans based on understanding of organizational strategic direction, technology context and business needs

Network Support Specialist

Confidential, Newark, DE

• Provided network administration to include LAN troubleshooting and resolution.
• Managed the configuration and performance management of all PC systems and telecommunications.
• Maintained passwords, data integrity and file system security for the desktop environment.
• Installed, configured and maintained back-end and front-end systems.
• Recommend hardware and software solutions and upgrades using established procurement processes.
• Established, reviewed, approved and processed quotes, requisitions and purchase order for capital equipment.
• Provided training to employees to handle various application software efficiently.
• Upgraded the Active Directory system to the Windows 2008 to in corporate design.
• Built and configured exchange server 2010 and migrated mailboxes from exchange 2007.

Network Administrator

Confidential, New Castle, DE

• Racked, configured, maintained, and de-commissioned/de-racked servers.
• Maintained Windows Server OS patch level using WSUS server and maintained Linux Server OS patch level using apt.
• Configured, managed and maintained VMware Vsphere5 3 node cluster.
• Responded to and Coordinated outages for maintenance and emergency situations.
• Interfaced with Mac Source for issues with the PBX.
• Interfaced with Telephone service provider (Verizon) when issues arise with PRI lines and managed billing for all Verizon accounts.
• Installed, maintained, and de-commissioned Workstations and notebooks.
• Repaired hardware and software issues and performed installation of software as needed.
• Managed Software Licenses and built and maintained PC images.
• Assisted in designing, implementing and evaluating applications, systems and utilities relevant to Active Directory services.
• Supported Active Directory, DNS & Microsoft Exchange replication.

Lead Migration Technician

Confidential, Atlanta, GA

• Supported the technicians during PC refresh and scripted deployment of Windows 7.
• Directed other technicians and managed the execution of scripts, asset tracking of legacy equipment and new equipment, workstation decommission.
• Communicated with client and end users acting as a point of contact for issues onsite for the deployments, and hardware setup.

Information Technology Specialist

Confidential, Philadelphia, PA

• Provide first and Second level Support for information technology services and applications for CCTC Staff and Consultants.
• Support LAN/WAN computer networks; Citrix application server and clients.
• Maintained the operating system and security software utilized on the network, including the adding of new users to the network.
• Installed and tests network hardware and software, performs routine maintenance and applies vendor's updates.
• Coordinated all special projects as necessary.
• Administered the working of the Microsoft Exchange and provided support for any server related issue.

Desktop Support Technician

Confidential

• Troubleshot and resolved desktop and network issues and reported all issues to server team.
• Managed configuration and, installation of PC equipment.
• Documented service calls in help Desk Tracking System.
• Configured external devices such as Back Berry, Palms.
• Traveled to remote sites to complete any PC or network repairs.

Laptop Specialist

Confidential, Philadelphia, PA

• Imaged and configured new laptop for end users in a Windows XP environment
• Troubleshot IMB, Dell, and Laptop problems.
• Configured Blackberry for wireless updated from BES.
• Delivered laptop and accessories to new end user cubes and set up systems for use.

Desktop Technician

Confidential, Glenn Mills, PA

• Troubleshoot and resolve desktop problems and manage the configuration and installation of PC equipment.
• Troubleshot network problems and reported to server team.
• Documented service calls in help Desk Tracking System.
• Patched down cables in Phone closet and on network racks.

Help Desk Support Representative

Confidential, Wilmington, DE

• Assisted callers with various PC hardware, software and network and peripheral equipment problems.
• Documented tickets with accuracy and appropriate detail using proper grammar, spelling, and detailed troubleshooting steps .
• Ensured timely resolution of customer problems by assigning an appropriate priority and severity.
• Demonstrated efficient time management and work prioritization skills.
• Serviced and/or escalated customer issues to appropriate on-call Engineer, (help desk, desktop, entry level LAN).
• Created and maintained issue documentation as relates to customer problems in Managed Services systems - Request Tracker, Web-Gui, Contracts, etc.
• Monitored client's systems remotely from the MS Support Center and, follow procedures for alarm detection/notification.
• Performed routine and project related administration of MS systems where necessary.
• Reviewed ticketing system for follow-up/escalation.

QA Specialist

Global Technologies

• Scheduled and tested application for compatibility with XP Deployment.
• Documented all errors and functions.
• Advised package team of findings, so that applications could be repackaged for deployment.

Desktop/Migration Support Specialist

Confidential

• Provided end user and technology infrastructure support for the Colonial School District.
• Documented all service calls in help Desk Tracking System Database.
• Managed the Configuration and, installation of PC equipment and applications.
• Assisted in management control and the effective utilization of PC hardware and software assets.

Confidential, Wilmington, DE

• Assigned as the Lead Technician in all desktop support areas.
• Provided technical Support to Network Administrator during migration from Novell to Win2k/XP.
• Upgraded or replaces PC's that did not meet the specification for migration.
• Developed desktop images for the Confidential, DE and provided Level 1 and Level 2 Helpdesk support.

Desktop Support Specialist

Confidential, New Castle, DE

• Assembled, configured, ghosted and troubleshot PC's with compatible computer systems.
• Installed Cat 5 computer phone network and fiber optic lines for data center and supervise users.
• Served as liaison between Technical staff and end-users.
• Handled technical inquiries and problems regarding operating systems, hardware and software.
• Managed Internet server implementation projects and various software applications.
• Added and deleted and gave permission and rights to users with MS Exchange server and exchange 2000.
• Lead Technician during windows 2000 to XP migration/deployment for 200 end users and support contact for end users.

TECHNICAL SKILLS

Operating Systems: Windows 2000/NT/XP/Vista, Windows 7, 8

Programming Languages: Java Script HTML 4.0, Dos

Internet Protocols/Networking: TCP/IP, SMTP IIS Proxy Software

Software Application: Office 97/2000/2007/2010 packages, Photo Shop, Adobe SCCM Professional Lotus Notes, and many other applications.

Server applications: 2000, 2003, 2008, 2012, Linux, VMware