PROFILE:

Dynamic IT professional offering twenty years’ of experience and a proven track record of performance and reliability in a large variety of technical environments, Health, Financial, Manufacturing, Utility, Travel. A solid background in a variety of hardware and software components. Strong skilled knowledge of SCCM, SMC Altiris Novell, Windows 10 x64, XP, 2K, 7, DOS, command line Linux environments. Strongly committed to end user satisfaction. Excellent communication skills. Strong documentation capabilities. Continuously refining my skills in networks, OS, Infrastructure and Migration

SKILLS SUMMARY:

• LAN / WAN Administration
• Network Support
• Desktop Support
• PC Configuration & Setup
• PC & Server Diagnostics & Repair
• Twisted pair and fiber Installation & Management
• Technology Migrations
• IT Technical Documentation
• PC Custom Builds
• Active Directory Managed Accounts/Groups
• Deployment of Hardware and Software
• Imaging Process for Server, Desktop
• Technical Troubleshooting
• Asset Management iOS support with BES Server

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Utilized MDT and Altiris inside deployment workbench, disk imaging process to setup, configure, and deploy desktop PCs, laptops, and other peripheral equipment and software. Installs and configuration Windows 7 and assist with implementing windows XP to 7, Office 2010 rollout process. Troubleshoots hardware, network and software issues on - site, remote support and via phone
• Acted as level 1 one, level 2 helpdesk support technician for all I.T. support related issues and interfaces with business users through Footprints ticketing system, phone, onsite and remote assistance. Using remote tools,
• Worked with remote employees to setup, configure, troubleshoot and test VPN and remote access. Deploying necessary VPN Client software, Cisco and Juniper.
• Configured, Racked and mounted servers, HP’s, Lenovo’s
• High level of professionalism in providing excellent customer service and exercises sound judgment to provide timely resolution of problems.
• Strong skill set in Active Director. Creating Universal, Global Security and Distribution groups. User and Exchange accounts.
• Responsible for computer upkeep, Anti-virus install, routine maintenance & repair, and implementing security updates and patches through software update services software and other methods
• Maintained an up-to-date I.T. hardware and software inventory through Footprints, Remedy I.T. asset tracking system, Altiris and EAM
• Worked with vendors CDW, HP, Dell to troubleshoot workstation & laptop systems and software and determining parts needed as required.
• Provides conference and room IT equipment setup (laptop, projector and related equipment)
• Documented all systems setup and changes as required in one single Repository, performs I.T. systems and operations support tasks as assigned
• Provides operational support to I.T. systems and applications
• Installed new network printer and support at remote corporate sites and plants.
• Provide telephone support, utilizing remote tools (Dameware, LogMeIn RealVNC, Teamviewer) to the end-users for hardware peripherals (printers, MFP, Scanners, software, general use, related problems
• Assigned to the Encryption, and Deployment team when deemed necessary.
• Maintains and added Confidential ’s, activation and setup on the BES for new clients for Blackberry devices.

Confidential, Fort Washington, PA

Desktop Support Technician

Responsibilities:

• Providing service/support for some 300+ client’s internally & remotely for Confidential network throughout the FT.
• Utilizing Configuration Manager that allows us to gather, organize, and present information for users, hardware and software inventory and distribute software updates, applications, site status. Upgrading and refreshing Dell laptops using the USMT migration tool to run backup’s and restores of client’s locally stored profiles.
• Confidential boot method was used to pull down Windows 10 images.
• After completion, the device would go through a Bitlocker encryption process, restoring applications and configuring the client’s profile, configuring network printers, email, mapping the client’s network drives, etc.
• ServiceNow is used for the IT Management System, creating and submitting service requests and to report problems as a support solution.

Confidential, Philadelphia, PA

MDT & Refresh Deployment Technician

Responsibilities:

• Providing services as a deployment/mobile device technology (MDT) and refresh technician for Confidential & Confidential employees at service stations and Confidential.
• Utilizing a Microsoft Deployment Toolkit with Lite touch components to pull down images booting from Confidential device or Confidential boot method.
• After completion, device would go through a Bitlocker encryption process, running updates from LANDesk.
• Acquiring an inventory of software from the old device via LANDesk and installing applications onto the new device. Using USMT utility to copy and restore the client’s profile.
• Configure client’s Outlook mail, attach any and all PST file additional inboxes.
• Map client network drives and printers, configuring and testing VPN Anyconnect. All data recorded in a spreadsheet that was maintained by the Technicians.
• Taking accurate account of inventory flow to keep us replenished so there are no interrupts or stops in our progress.

Confidential, Philadelphia, PA

Windows 7 Refresh Technician/Desktop Support

Responsibilities:

• Providing support for approx. 17,200 client’s internally & externally of the Confidential network thru out the Tristate area.
• Started with the Refresh project. Upgrading from Win XP to Win 7 Pro 32bit.
• Images were pulled down from an MDT server using a Confidential flash drive.
• Backups & updates were performed using Microsoft migration tool.
• Additional devices were installed if applicable.
• Ticket system using Magic and then Service Now.
• I was utilized for Break/Fix for several months to help for a heavy volume of tickets.
• I was used for several projects.
• I completed a project to rename & configure Downtime PC’s. Another project was assign was to the Enterprise Printer upgrade.
• Another project was for the Sleep Center.
• Up graded to Lenovo P300.
• Intel I7’s Win 7 64bit OS.
• Two network devices were required because their studies were placed on a separate Server for Confidential .
• Application used was: Rembrandt.
• Another project was for Core Lab.
• I upgraded their PC’s and software with Lenovo M93p’s, WAM and CellaVision.
• Ran reports in SCCM Configuration Center.

Confidential, Cherry Hill, NJ

Helpdesk 2/Desktop support

Responsibilities:

• Providing support for approx. 3,600 client’s internally & externally of the Confidential network.
• Performing my duties from the main office in Cherry Hill NJ.
• First response Helpdesk generating service tickets and working out of a queue in Footprints, a web-based ticket and asset management.
• Windows XP Pro at the desktop.
• Enterprise platform Windows & Exchange 2003 Server base, iSeries AS/400 Backend.
• VM + Citrix (Web-based access) application farm. Offsite clients utilized Cisco, and currently Juniper VPN client for access to internal infrastructure.
• Updates and remote installs provided by WSUS structure. 70 percent of support is VNC & RDP remote access, Teamviewer outside of the Firewall. Building laptops and desktop from created images deployed from MDT HP Elitebooks 84x0’s and HP 8000 & 6200’s for the desktops. Supporting 4 Domains.
• Creating, and maintaining client accounts from templates or mirroring, in appropriate containers in Active Directory.
• Creating home directories on the appropriate File servers. Creating, imaging and configuring Laptop’s and Desktop’s for various End-user’s.

Confidential, Newtown Square, PA

Desktop level two and phone support

Responsibilities:

• Providing service/support for some 1,500 clients. which includes the home office and the home office, base stations at some 20 airports for boarding and mechanic crews.
• IT platform is Microsoft 2003 Server base and Novell, migrating to Active Directory (almost completed).
• Using Remedy 6.03 to reporting and managing service requests.
• Email platform is Lotus Notes version 8.5. Much of the support is performed remotely by Altiris Deployment Manager, gotoassist, RDP. Windows 7 at desktop on mostly Acer PC’s.
• Creating images and deploying images, dropping installations of software,
• Create scripts for RIP's, OS Images, updates, modifications, and configurations to registry all done remotely.
• Adding Confidential 's to BES, adding, configuring client and setting activations and configuring Blackberry's.
• Imaging, configuring and repairing IBM desktops, mid-towers and laptops.
• Creating profiles, modifying, disabling, adding client’s to groups in Active Directory, Lotus Notes, Novell, Radixx, etc.

Confidential, Baltimore, MD

Responsibilities:

• Providing technical support for approximately 2,500 employees a mostly Windows 2003 Server and UNIX platform. Microsoft Exchange based email, with Windows XP Pro on the desktop; Client’s using a local profile.
• Performed hardware and software technical support for mostly Dell and HP devices
• Imaged and cloned PC’s using Symantec Ghost, booting from a startup disk; sysprep for standalone and thru multicasting. Installed and configured PCs to SQL Oracle databases, for connection with Citrix RMS, MS Office 2000 Pro, and Outlook 2000 for an MS Exchange server.
• Provided technical troubleshooting as well, involving re-constructing corrupted profiles, repairing, recovering, and resolving operating systems issues, and maintaining and repairing hardware and software.
• Also, performed Tech Refreshes for laptop and Desktop devices, moving data, copying profiles, restoring apps in a timely fashion.
• Performing final setting-ups for New Hires (adding members to perspective groups, creating home directories, etc.)