PROFESSIONAL PROFILE:

Seasoned IT professional with over 18 years total of experience providing desktop and server support, management, and administration to various industries that include but not limited to real estate, healthcare, law, etc. Vast experience with Active Directory, Microsoft Exchange, Operating system migrations, and a myriad of platforms and applications

TECHNICAL SKILLS:

Server Operating Systems: Windows Server 2008R2, 2012r2

Application Software: Internet Information Service (IIS), SQL Server 2008 - 2014, Microsoft Office 2010, 2013, 2016, Active Directory, Citrix, Visual Basic. Net, Symantec Ghost Solution Suite, Acronis, Dell KACE, LANDesk (Ivanti), Exchange Server 2010, Remote Desktop, PC Anywhere, VNC, Symantec Backup Exec, Blackberry Software, Active Sync, VMware - (Horizon, vSphere), Teradici, Android, IOS

Ticketing and Tracking Systems: Salesforce, Track-IT, Spiceworks, Sysaidcss, Dell KACE, Applix, Ivanti Heat

Client Operating Systems: Windows 7, 8.1, and 10, Macintosh

EXPERIENCE:

Desktop Engineer

Confidential, Philadelphia, PA

Responsibilities:

• Planned and migrated LANDesk (Ivanti) v9.6 side by side to v2017
• Developed VMware View 6 linked clone desktops for use with PCoIP zero and ThinOS clients
• Configure and Manage Teradici thin clients for use with VMware view
• Create, maintain and deploy software packages for large scale targeted distribution utilizing VB and batch scripts in conjunction with LANDesk (Ivanti)
• Work with cross functional IT groups to plan, research and execute enterprise projects
• Write and troubleshoot complex scripts for automation
• Create and configure Windows 10 system images
• Build, troubleshoot and maintain VMware Horizon view 6 virtual machine pool
• Research, investigate and propose new hardware to management
• Escalation point person for entire desktop environment for LANDesk (Ivanti) and VMware Horizon View
• Utilize change and problem management process
• Build and track all inventory in LANDesk (Ivanti) Data Analytics
• Part of the disaster recovery team
• Modify and recommend group policy settings for centralized desktop configuration
• Cross trained helpdesk and other IT staff on LANDesk (Ivanti) and other technologies
• Function as an escalated level to helpdesk for issue resolution
• Create and configure processes for profile migration from Windows 7 to Windows 10 utilizing USMT
• Currently in the process of migrating the company from Windows 7 to Windows 10

Helpdesk Level Analyst

Confidential, Philadelphia, PA

Responsibilities:

• Resolved escalated tickets from levels one and two helpdesk support personnel
• Managed user accounts in Active Directory
• Repaired all warranty calls for hardware as the Dell certified repair tech for the company
• Sideloaded some lower level tasks from Desktop engineer team
• Wrote and contributed documentation to the helpdesk knowledgebase

Application Support Consultant

Confidential, Media, PA

Responsibilities:

• Provided support for a myriad of applications to include but limited to, SAP, Gentran, Applix, FAMIS, etc.
• Troubleshoot and processed IDocs in SAP
• Processed orders in Gentran
• Performed SQL queries to troubleshoot and resolve order issues in Gentran
• Performed application development for the Applix ticketing system
• Wrote FTP scripts in DOS or Ipswitch to facilitate file transfers
• Wrote SOPs for application troubleshooting procedures

Level III Support Technician

Confidential, Conshohocken, PA

Responsibilities:

• Provided tier three support to over 2000 staff of three separate companies
• Responded to trouble tickets via KACE ticketing system
• Repaired desktop and laptop PC and MAC
• Managed users/ email accounts and computers via Active Directory and Exchange (EMS and or EMC)
• Troubleshoot email issue via EMS or EMC
• Imaged workstations and laptops using KACE, Ghost, Macrium Reflect

Senior Support Analyst

Confidential, Realty Houston, TX

Responsibilities:

• Conducted training sessions to enhance end user experience
• Performed data backups and disaster recovery operations
• Diagnosed, troubleshoot, and resolved hardware, software, or other network and system problems
• Recommended changes to improve systems and network configurations

IT Systems Technician

Confidential, Houston, TX

Responsibilities:

• Managed Domain Controllers, Exchange servers, File/ Print servers etc (configured and maintained an Exchange Cluster, scrutinized Event Viewer for errors and addressed them promptly)
• Analyzed, troubleshoot, repaired software and hardware issues (built servers, repaired work stations, troubleshoot printers)
• Maintained and troubleshoot LAN/ WAN networks (configured Cisco PIX firewall, configured DNS and DHCP servers to ensure proper resolution of MX, PTR, Forward, Reverse Lookup Zones, and Host A records)
• Provided customer support to employees locally or remotely (used Web EX, Ultra VNC, GoTo Assist)
• Configured and executed backup and restore procedures using Veritas Backup Exec version 10
• Managed domain users and resources thru Active Directory (Create GPO’s, add and remove users, write logon and log off scripts as either batch files or VB scripts)
• Setup mobile phones (PDA, BlackBerry, Treo, etc)
• Implemented helpdesk ticketing system via Spiceworks and Sysaidcss

Client Support Technical Analyst

Confidential, Sugarland, TX

Responsibilities:

• Implemented and troubleshoot Practice Management software
• Analyzed, troubleshoot, repaired software and hardware issues
• Provided level 3 support to clients remotely
• Assisted with application management in a Citrix Farm (published applications for client access, managed permission, resolved printing issues)
• Executed SQL queries to verify program updates, software versions, and information integrity
• Used Active Directory to manage domain users and resources
• Developed and maintained knowledge base to help increase issue resolution efficiency
• Monitored queue in Track-IT Ticketing system, and resolved as needed

IT Support Technician /Junior Network Administrator

Confidential, Houston, Texas

Responsibilities:

• Maintained and troubleshoot LAN/WAN issues
• Provided technical support to staff and students
• Maintained, troubleshoot, and repair PC, MAC laptop, and desktop computers
• Customer Service

PC Technician

Confidential, Houston, Texas

Responsibilities:

• Input data into Access database system
• Maintained and repaired all computers of the learning center
• Taught basic computing to youth and staff