SUMMARY:

• Cross functional IT professional delivering over 15 years Help desk Support, 8 years Desktop Support, Networking, Mainframe Support, Active Directory, Windows Migration, Smartphone, Tablets and Printer devices. 5 years in operating systems analysis/engineering. Extensive Desktop Software Application support experience as it relates to packaging.*Continuous improvement attitude; ability to construct, refine and implement leading ITAM practices and processes which aligns with enterprise strategic direction *

TECHNICAL SKILLS:

Cisco VPN: Lenovo ThinkPad

Gateway Laptops: Macintosh

Networking: Windows Migration

Hardware Upgrade & Repair Windows Server 2003 & 2008: LANDesk Management

Multiple Virtual Storage (MVS): Virtual Machines

EPTRS Remedy: Lotus Notes Client 7.0

Windows 7, 8, 10: Active Directory

Email Configuration: HP Management Ticketing System

Verizon Enterprise Ticketing System: Microsoft Lync

Citrix Receiver: Office 365

Wire shark: Connect wise Ticketing System

Cisco Jabber: ITAM

Gating/Packaging: SharePoint

Mainframe Support: Technology Standards Center (TSC)

SRS Ticketing System: SR Ticketing System

Microsoft Skype: Slack

Microsoft Office 2013: Java 8

Software Upgrade & Repair: Documentation

Network Printers: Solar winds

SCCM: SCOM

CUCM: LogMein

PROFESSIONAL EXPERIENCE:

Confidential

Oper ation Systems Engineer IV

• Provided technical consultation for software products and support associated with operating systems.
• Provided installation, test on Virtual machine and documentation instructions for Confidential employee.
• Provided complex analysis of systems software and hardware requirements to determine operating systems specifications and customization.
• Provided design subsystems and systems interrogations.
• Provided strategy and designs to build a utility for systems programming tasks required for installations, configurations, and upgrades and testing.
• Developed new documentation, participates in the development of departmental technical procedures and designs user’s support guides.
• Consulted with management and recommends process and procedure improvements.
• Escalated software product for operating system
• Provided guidance and direction to less experienced staff in resolution of escalated issues dealing with software products and complex productions, application or system problems.
• Lead projects, including assignment of tasks, and provides directions and guidance to less experienced staff for installation of software.
• Assured quality, security and compliance requirements met for supported area and oversee updating and testing of the business continuation plan for software needed for Confidential employee.

Confidential

Desktop Support Engineer II

• Troubleshoot, resolve and update escalated tickets from service desk using the TFS ticketing system for BCBSNC employees.
• Update applications with newer versions by uninstalling then reinstalling via the ITCM deployment tool for BCBSNC employees.
• Resolve network connectivity issues by disconnecting wireless network adapter, reconnecting with Intel PROset drivers, and then installing Fore Scout Secure Connector.
• Installing existing network printers and configure secure Network access as secondary Print Administrator for BCBSNC employees.
• Re Programming (Un - Bricking), Avaya B189 conference phones, Avaya phones.
• Provides service to computer hardware/software maintenance, upgrades, network connectivity, server and security for BCBSNC employees.
• Assist with on boarding, train new hires on applications and systems to support BCBSNC
• Supports numerous Fujitsu and BCBSNC deployment applications, upgrades, patches and solutions.

Confidential

Desktop Support Technician Analyst II

• Setup and support over 1200 Desktops & Laptops by imaging, setting up end-user profile, upgrading from Windows 7 to Windows 8, software application such as Microsoft Outlook, Office 365, installing existing network printers and configure secure Network access.
• Configure Business and Productivity Software.
• Implement Desktop Operating Systems and Hardware for deskside support for internal BASF employees.
• Provided face-to-face or remote end-user support for internal BASF employee.
• Asset tagging, inventory, boxing up old devices.

Confidential

Computer Operations Technician I

• Monitored ATM networks to ensure escalation of ATM problems to the appropriate vendors to assure maximum availability to bank customers
• Performed open systems monitoring to ensure key banking applications and infrastructures are available to the bank customers
• Provided utilizes system and network tools to monitor network outages and performance issues.
• Performed tape library functions including mounting, pulling, and logging

  tapes into the system.

• Notified second level support teams to ensure any problems are resolved within an appropriate time frame troubleshoot 1st/2nd level network issues
• Assisted leads operator or manager in facilitating and coordinating Significant Incident recovery efforts.
• Assisted with incident and escalation of incidents to appropriate resources.
• Controlled and ensured computer room security according to established bank policies and procedures.
• Provided Help Desk/Desktop Support functions after core business hours on weekdays -weekends.
• Operated the mainframe through the master console to ensure that the jobs are executing according to process schedule.
• Utilized personal computing hardware and software, word processing, spreadsheet, and database applications to perform basic duties including documentation, reporting, scheduling and user support.
• Unified communication using Cisco Jabber.
• Involved with setting up the steps necessary in attempting to resolve an alert generated by System Center.
• Operations Manager (SCOM) that monitor Active Branch Servers, Active Branch Server Hardware, Back Office and ATM.
• Use System Center 2012 R2 Configuration Manager to install the Windows 8.1 operating system in a new computer deployment scenario.
• Monitoring, Planning and Implementing security measures to protect computer systems, networks and data.
• Assist staying up-to-date on the latest intelligence, including hackers' methodologies, in order to anticipate security breaches.

Confidential

Service Desk Analyst II

• Provided service desk support to contracted clients and internal employees.
• Created new hire orientation related to PC set-up for end users and internal employees.
• Maintained records of all calls from customers using designated Service Management tools, escalated issues to the appropriate department and personnel through ticketing system called Connect wise.
• Investigated, examined, troubleshoot and solved hardware and software issues quickly.
• Provided support and instruction for Microsoft Office suite of products, all versions.
• Compiled backup status and results of previous day backup jobs for specified customers.
• Dispatched support personnel, as required, by customer requests for service.
• Monitored and responded to system generated servers’ alerts for all UNC client.
• Created and decommissioned Active Directory, Novell and e-mail accounts.
• Performed all procedures based on Standard Operating Procedures (SOP'S) with associated testing.
• Processed non-warranty and warranty calls for hardware (example, HP, Dell, Macintosh,) and update configured database as required.
• Unlocked and reset passwords for user accounts.
• Diagnosed and troubleshot 2nd level network issues.
• Resolved issues for clients using designated remote access tool.

Confidential

Helpdesk Analyst I

• Provided internal technical support for 5000 end users for Wake County employees
• Provided support in unlocking Active Directory accounts, and resetting password
• Provided desktop support troubleshooting hardware and software issues
• Troubleshooting printing issues and clearing print queues
• E LANDesk Management Console ticketing system to report and manage end user issues.
• Reset password for AS400 and Mainframe applications.
• Answered training questions for Microsoft Office Suites and various software.
• Provided support on Smartphones, i.e. Blackberry, PDA/Handheld.
• Increase first call resolution utilizing remote desktop solutions.
• Maintain Desktop support mail boxes and responded to client within SLA for resolution.
• Dispatch desktop technicians to remote locations.

Confidential

Central Desk Analyst

• Entered and closed service tickets through BMC Remedy 7.0 version.
• Provided Remedy 7.x Administrative support in Change management, incident management and SLA management.
• Provided support with Remedy data input, maintenance, and clean up.
• Provided assistance and resolution to standard supported applications: Lotus Notes, Computer Technology Solution application, blackberry, laptop
• Maintained IS a security measure such as username, passwords through Active Directory
• Documented and assigned call tickets to related EPA application and IT support groups within the EPA
• Provided Bomgar remote support for EPA employees internal and external that enabled me to remotely access and fix nearly any device, running any platform, located anywhere in the world for this company.
• Support professionals work on multiple systems simultaneously, chat with multiple end-users at once, and work with other reps in the same session to fix problems faster.
• Remote via RDP into workstations to identify and troubleshoot hardware and software issue with EPA employee equipment
• Provided support in unlocking Active Directory accounts, and resetting password
• Disabled or enabled users Accounts and password
• Provided desktop support troubleshooting user's printing issues

Confidential

Senior Technician Support

• Administered and troubleshot end user issues for over 10,000 customers using our software for the Self-Storage owners and operators
• Administered by preparing all necessary documentation and manuals for customers using Site-link software
• Maintained IS technical support for customer’s username, password, account expiration, troubleshooting software and hardware issue within the program
• Provided technical support and handle all calls for all 50 states and international customers using Site link software for self-storage
• Administered in converted self-storage facility having existing software to our software using the Site link product
• Used Microsoft Access Database to communicate with Self- Storage owners and corporate users and business partners who use Site link to ensure effective use of the software to run their business
• Supported expertise from 1st level to advanced accounting and financial management problems.
• Audited corporate workstations to ensure compliance to IT policy and inventory tracking.
• Utilized RDP software to identify and resolve hardware and software issues.

Confidential

Lab Support Assistant

• Inspected the initial acceptability of plasma shipment boxes and all associated paperwork containing confidential donor information
• Responsible for the receipt, data entry, accessioning, QC, CGMP compliance, de-capping and disposing of samples
• Verified, communicated, scanned and manually entered all samples and donor information into the computer system
• Delivered samples and documentation to laboratory support for sample testing
• Administrated all necessary documentation for plasma sample testing such as face sheets and storage logs
• Resolved issues regarding unacceptable samples, notification of samples or paperwork documentation that has discrepancies

Confidential

Computer Operator II- Tier II Help Desk

• Administered and troubleshot user issues with the Dial-Up platform and remote access connectivity for the Confidential TCP/IP.
• Primary lead for the development and maintenance of 5,000+ dial-up logins and 1.000 +VPN accounts.
• Maintained IS a security measure such as username, password, account expiration, technical support and IP addresses.
• Used Excel, UNIX, and Access Database to communicate with Confidential users and business partners using PPP Dial-Up/VPN to ensure proper use of ID's.
• Handled all calls escalated from Confidential Tier II Help Desk.
• Maintained IS a security measure such as username, password, account expiration, technical support and IP addresses.
• Communicated with service representatives to maintain control over system support using, BMC Remedy for federal government personnel.