Summary:

IT professional with fifteen years’ experience and success, who has previous experience working in the IT industry at multi - billion dollar corporations, small businesses and DOD member agencies.

Technical Skills:

Operating Systems: Windows 2000/XP, Win7, Win8, Server 2008 R2, Unix, iOS, Android

Service Management Tools: Peregrine Service Center, Remedy, Remedy Force, IBM SCCD, Digital Workflow, Tivoli

Systems Management Tools: Windows SCCM, Microsoft Active Directory, LogMeIn, PSTools, Dameware, LanDesk, Dive-IT

Software: Microsoft Office Suite, Adobe Products, Avigilon Security Camera Suite, Andover Continuum Access Control, IBM Kronos, Skype for Business

Cloud: Box, One Drive, Drop Box, EverNote

Hypervisor: VMware Workstation

Servers: Windows Server 2008 R2, Microsoft Active Directory

Networks: Cisco Meraki, Avaya

Security: Active Directory Security, NTFS Permissions, McAfee Enterprise Suite, McAfee HBSS/HIPS, McAfee DLP, McAfee Endpoint Protection, Bitlocker, Symantec, Attachmate, Information Systems Administration, Microsoft System Center Endpoint Protection, Avigilon, Andover-Contiuum, PointSec Full Disk Encryption, Avira, McAfee Stinger, F-Prot, Combofix, Public Key Infrastructure, Symantic

Transferable Skills: Technical Writing, Public Speaking, Vendor Management, Leadership Skills, Team Building, Collaborative Skills, Microsoft Office Skills, Excellent Customer Service Skills, Time Management, Excellent Phone Skills, Fast Learner, Persuasive, Investigative Skills, Reasoning Skills, Strong Communication Skills, Excellent Verbal and Writing Skills, Managing Multiple Work Flows, Confidentiality & Diplomacy, Self-Starter, Research Skills

Experience:

Confidential

Intermediate Application Support Technical Support

Responsibilities:

• As Intermediate Application technical Support provides technical and project support for plant ICT applications and daily activities for the ICT Complex. Assist in support of corporate ICT sponsored application integration, change management, incident management and problem resolution, meeting the objectives of manufacturing while minimizing lost production due to ICT related issues.
• Worked to resolve imaging problems. Imaged HP Quanta terminals, Tablets, Laptops and PCs for deployment to the office or production floors as required by my leadership.
• Provide line of business support interfacing with ICT team, Manufacturing Engineering, Production Control, and the local Union. Provide day to day production support for ICT systems, manufacturing and ICT launch activities and upgrades while executing the ICT strategic direction.
• Perform implementation and 1st level support of mission critical plant applications. This includes a functional knowledge of all plant applications used by local plants, ability to troubleshoot system issues, manage and/or configure application and application access. This includes but is not limited to Network, Broadcast, FIS, AVI, PFS, PFCS, MPTS, Mainframe Systems, Royal Tool, Andon, OPC (Kepware), SGPP (ProcessVue), Mercury, MDT, Factory Asset Center, and QAS, Windows XP/7 embedded, Windows 7 & 10 Enterprise,

Confidential, JBER, ALASKA

Deployment & Imaging Technician

Responsibilities:

• Unboxed machines, tagged box and machine with asset information, configured BIOS and imaged as per client requirements. Worked hand in hand with Confidential personal to optimize the imaging process and resolve any issues.
• Joined Confidential Computer Technicians as a member of the daily deployment team. Worked with users to backup data and to migrate them to the new Windows 10 machines. Worked to resolve PC/networking issues related to the new machine deployment. Working with the 673rd COMM Squadron resolved everything from port security to patching in new jacks, to driver reloads and software installs.
• Once each machine was installed and network connectivity was confirmed, insured that McAfee was updated, and that the latest group policy had been received by the machine. Verified printer and scanner installs, instructed customers on how to log into Win10 machines, made sure they had access to share drives and their data. Resolved other issues that were part of the migration before moving onto the next install.

Confidential

Site Manager / Corporate Lead Desktop Engineer

Responsibilities:

• Led a team of 5 remote Desktop Support Techs and 1 local Confidential . Mentored first the IBM contracted Helpdesk and later the corporations helpdesk so that they could better support my site.
• Site Lead for the Confidential Site. Successfully implemented new method of imaging PCs for all of Confidential . Built all images for Confidential .
• After my manager found a new opportunity, successfully demonstrated hardware, purchased and maintained vendor relations.
• Used Active Directory to manage user and pc accounts, group creation and memberships, access control lists, Active Directory security, NTFS Permissions.
• Successfully, with my manager tested and presented 3 new laptop models, built images and rolled out the new models company wide.
• Support Microsoft Office Products, Adobe applications, Auto Cad and Food Specific Quality assurance applications QIC Navigator, Hertzler and Gainseeker. Supported NNTP, Proxy, HTTP, HTTPS, HTML, SFTP, TSL, SSL and X.509 - PKI support.
• Successfully kept 20+ year old Avaya phone system up and running until the corporate VOIP rollout was able to complete my facility.
• Used Dameware, LanDesk and MS Remote Desktop Connection to remotely access and control machines, to proactively install fixes and updates, to assist users or resolve issues.
• Worked directly with the corporate Security Officer to resolve any security/virus issues at my facility, assisted virus issues at remote locations. Also worked to support VPN connections of remote users and traveling user base, multiple brand names.
• Participated in three major roll outs over the course of a year of Cisco Meraki brand switches, replacing 99% of all switches within the Confidential complex with Meraki brand switches and fiber aggregators. Claimed Meraki equipment as needed and moved to the proper geographical location. Added wireless access points, configured switches as directed.
• Successfully worked with System Admin and Confidential to upgrade my site to office 2013.
• Responsible for making network changes as needed using the Cisco Meraki console to facilitate, network communication, VOIP phones, printers and client support in general.
• Obtained CISSP certification - license 368457.

Confidential

Senior IT Tech II

Responsibilities:

• As a member of Confidential, responsible for troubleshooting and resolving issues that the Enterprise Helpdesk is unable to resolve either onsite or at remote locations.
• Successfully led team for week long DSS deployment at Confidential (Huntsville, AL). Accomplished all goals, completed the installation of hardware & software at the DRMO office and warehouses, on time.
• As one of the Senior Techs was responsible for training and mentoring newer Techs, as a Subject Matter Expert I was responsible for updating the knowledge base and for teaching junior techs.
• Made extensive use of Active Directory security, NTFS Permissions, SCCM Configuration Console, Group Policy Results and various MS Remote (MSTSC, Dameware) control tools in order to assist the customer and troubleshoot and resolve issues.
• Worked with System Admins and Info Security to resolve PKI issues both local and remote, VPN support of multiple brands. Support of Sprint and Verizon Aircards and software.
• Remediated Desktop Security Issues: Patched Microsoft vulnerabilities, resolved Bitlocker faults, fixed, patched or otherwise resolved McAfee Enterprise Security Suite Issues, HBSS/HIPS, Enterprise Anti-Virus and DLP, End Point Protection, and Java security updates; limited Retina Scanner experience. NNTP, Proxy, HTTP, HTTPS, HTML, SSL and X.509 - PKI support.
• Maintained SIPRNet machines, updates, patched, remediated issues, updates software upon request, worked with government Information Assurance team to insure data integrity and security. Responsible for the Information Systems Administration of the secured machines.
• Followed the Security Technical Implementation Guide (STIG) as directed by Information Assurance and worked with the rest of Confidential to STIG all network printers in a 6 month project.
• Multiple large scale projects, Windows 7 roll to CONUS for 3000+ computers, rollout of DLA Barcode software, upgrading network and mainframe printing, Point Sec deployment, HBSS deployment, Microsoft Office 2007 and 2010 deployments.
• Maintained Secret Clearance

Confidential

IT Tech I

Responsibilities:

• Used SCCM to reset passwords, unlock PC & user accounts. Assisted users with file/folder permissions issues.
• Remotely supported users using Microsoft RDP, Jabber, Dameware to resolve, MS Office issues, printer and email problems.
• Responsible for customer support calls, emails in the inbox, moves, nightly reports, and other projects as assigned by leadership.
• Worked daily with the other teams that comprised TBC to resolve the customers’ issues regarding LAN, Telecom, Mid-tier and EUC. Whenever asked by EUC personal assisted however possible.
• Maintained Security Clearance

Confidential

Change Management Coordinator

Responsibilities:

• Interfaced daily with Confidential executives as part of the GM/ Confidential ITIL Change Team, insuring expectations were communicated to the teams doing the work and SLAs were met in accordance with the contract.
• Responsible for reviewing and monitoring the progress of all open Requests for Change until completion or escalate if service levels where in jeopardy of not meeting the SLA.
• Worked daily with the Capabilities Teams to obtain customer review and approval of urgent or emergency changes, by attending Change Advisory Board or following the after hours process.
• Created ECM s for urgent changes in the GM Change Tool as Mandated by the GM urgent process.

Confidential

Responsibilities:

• Responsible for managing incoming requests within established guidelines to meet the customer requirements.
• Obtained costing, approvals, negotiated dates and times if need be, created cases from which teams in the Confidential work.
• Responsible for assisting with maintaining the Global Web Hosting Knowledge Base.
• Maintain and insure open lines of communication so that technicians can get clarification or provide information to the requester

Confidential

Desktop Support Technician I

Responsibilities:

• Worked on the general SPOC GMOL desk, handling hardware diagnoses and dispatch, Lotus configuration and installation issues, and Microsoft Office break fix issues
• Troubleshot Microsoft Windows, firewall configuration issues as well as Attachmate (a secure telnet application) as well as printer configurations and printer and server queues
• Consulted with first level Subject Matter Experts on specialty desks and Team Leads and if the case could not be resolved in a timely manner, dispatched the case to either 2nd level Remote Desktop team or an appropriate 2nd level onsite or sever team
• Took Global Web Hosting Trouble Ticket calls, created and dispatched cases at the
• Served as subject matter expert on the MSMA and Emerald desks

Confidential

Mainframe Support Analyst I

Responsibilities:

• Handled production critical issues of the GMOL mainframe environment.
• Interacted with GM employees on the production floor with a start to resolution time of 5 minutes for all mainframe issues.

Confidential

GM Employee Benefits Analyst I

Responsibilities:

• Responsible for assisting the user with the Socrates portal which is Confidential store house of benefit information, facilities management, contact lists, employee pay stubs, etc
• Responsible for assisting users with Confidential both part of GM’s Online Organizational structure management
• Used Tivoli, Remedy/Vantive, Peregrine, and Digital WorkFlow to track call resolution and metrics
• Contributed to the general knowledge base used by all agents, by submitting changes, updates, corrections and new items to be added to the help pages

Confidential

Responsibilities:

• Delcon & Remedy training for Postal Service Contract.
• Obtained US Sensitive Security Clearance

Confidential

Systems Integration Technician / Help Desk

• Provided technical support for Confidential websites.
• Supported users trying to connect to these websites via phone, email and remote control.
• Web browser support, Microsoft Outlook, Outlook Express, Eudora and web-based Imail setup, support and trouble-shooting.
• Used Ipswitch’s Imail server to manage 30+ list serves on a daily basis.