SUMMARY:

• Enterprise ready infrastructure support engineer with 10+ years supporting Windows desktop and server environments
• Self - starter, known for analyzing and resolving atypical issues and learning new technologies including enterprise mobile device management (Airwatch for Android/iPhone), Software Deployment and Windows patching (Landesk Management/Security Suite) and workstation builds using RIS/Windows Deployment Services
• Clarified technical documentation to improve readability and adoption of technical processes and procedures
• Known for strong background resolving connectivity issues and Exchange server issues.
• Extensive experience troubleshooting client side applications on desktops, laptops, and smart phone mobile devices

COMPUTER SKILLS:

Enterprise Management: Landesk Management Suite, Landesk Security Suite, Airwatch MDM, Confidential Identity Management

Systems Infrastructure: Mac OS X 10.9/10.9, Windows XP/7/8, Windows 2008 Server R2, Windows Server 2012, Windows Powershell v3, Citrix XenApp Server 6, Windows Terminal Server, Novell Netware 6.5, Novell Groupwise 6.5, Exchange Server 2007/2013, BlackBerry Enterprise Server 5.0

Server Hardware : HP GL360 G7 Servers

Supported Devices: Apple iPad/iPhone (iOS 9.x), Android Phones (KitKat, Lollipop, Marshmallow), Windows Phone, BlackBerry Bold 8xxx, 9xxx (OS 5, OS6, OS7), Blackberry Q10/Z10

Backup/Antivirus : Sophos for Enterprise, Trend Micro OfficeScan, Trend Micro Web Antivirus, Symantec Antivirus Corporate 10.1.8, Symantec EndPoint Protection 11, Symantec BackupExec 11

Incident Response: Peoplesoft CRM , Connectwise, Spiceworks, BCS Remedy, HP OpenView, HP Service Center

Remote Support: Landesk Remote Control Logmein Rescue, Logmein Central, GoToMeeting, Dameware mini Remote Control

PROFESSIONAL EXPERIENCE:

Technical Support Analyst

Confidential, Worcester, PA

Responsibilities:

• Quickly adapted to new role as lead for software updates and deployment using Landesk Management Suite
• Provided support and provisioned Secure Web Authentication and Directory Synced apps via Confidential
• Provided remote and deskside infrastructure support for Windows 7 and Office 2013/2016 on workstations/laptops
• Provided support for Android and iPhone mobile devices via Airwatch MDM

ICT Consultant

Confidential, New York, NY

Responsibilities:

• Provided deskside infrastructure support for Windows 7 and Office 2010/2013 on workstations/laptops
• Provided support for MAC OS X 10.8/10.9 MacBook Pro laptops and Intel iMac workstations
• Managed Active Directory security groups and NTFS permissions
• Assisted with chairing of webinars/teleconference bridges

Technology Support Analyst

Confidential, Wilmington, DE

Responsibilities:

• Provided L1/L2 infrastructure support remotely via telephone and email
• Provided support for Windows 7 and Office 2010/2013 on workstations/laptops
• Provided support for MAC OS X 10.8/10.9 MacBook Pro laptops and Intel iMac workstations
• Managed Active Directory security groups and NTFS permissions

Client Services Engineer

Confidential, New York, NY

Responsibilities:

• Provided L2/L3 technical support via telephone and email for hedge fund clients within private cloud and in house server infrastructures (including Cisco telephony, Blackberry/iPhone/Android mobile devices, and Windows 7/Server 2008/Exchange 2010/Citrix (XenApp 6 Server) including Citrix terminal services (XenDesktop)
• Provided first/second tier support for mail flow issues
• Provided support for Windows 7/8 and Office 2010/2013 workstation/laptops
• Provided support for MAC OS X laptops and workstations
• Provided support for Cisco IP Sec VPN/Cisco Anywhere VPN
• Created and managed Active Directory infrastructure services (ADUC, DHCP, DNS)

Support Engineer

Confidential, New York, NY

Responsibilities:

• Provided L2/L3 technical support via telephone and email for hedge fund clients within high availability hosted platform (including Cisco telephony, Blackberry/iPhone/Android mobile devices, and Windows 7/Server 2008/Exchange 2010/Citrix (XenApp 6 Server) terminal services for VMware VDIs
• Provided support for Windows 7 and Office 2010 workstation/laptops
• Provided support for Juniper SSL VPN client portal
• Created and managed RSA Secure ID token accounts (physical and soft token variations)
• Created and managed Active Directory users and groups

Systems Support Engineer

Confidential, New York, NY

Responsibilities:

• Mastered elements of enterprise level systems support resulting in increase of 200% in response time driving faster resolution of reported issues and requests
• Resolved technical issues via telephone otherwise interacted directly with clients deskside
• Provided technical support and inventory of Blackberry mobile devices, mobile connectivity accessories, laptop, and desktop computers
• Provided L1/L2 technical support for executives and non-executives within primarily Windows XP environment
• Provided technical support for Exchange 2007 Server email accounts
• Provided technical support for Cisco L3 switches at the command line
• Provided technical support for Avaya call manager and Avaya station management telephony systems
• Provided technical support for Polycom videoconference systems
• Researched mobile device management solutions (for vendor agnostic Smartphone mobile device platforms) for secure content delivery
• Researched configuration for Windows Deployment Server for upcoming Windows 7 and Office 2010 migration
• Provided technical support and inventory management for Blackberry mobile devices using BES 5
• Provided technical support for Windows Server 2003 (file and exchange servers) and Windows XP desktop and laptop computers
• Provided technical support for Polycom videoconference systems
• Provided technical support for RSA Secure ID remote access
• Provided technical support and inventory management for Blackberry mobile devices using BES 5
• Provided technical support for Windows Server 2003 (file and exchange servers) and Windows XP desktop and laptop computers
• Provided technical support for RSA Secure ID remote access
• Provided technical support for Blackberry mobile devices using BES 5
• Provided technical support for Windows Server 2003 (file and backup server) and Windows XP desktop and laptop computers
• Provided technical support for Polycom videoconference systems

Assistant Network Manager / Junior Server Engineer

Confidential, Cranston, RI

Responsibilities:

• Provided desktop, server, and network support services as Desktop Technical Lead for the Department of Human Services (DHS) and Executive Office of Health and Human Services.
• Oversaw and managed workflow regarding incident response tickets.
• Maintained and monitored storage backup jobs via Symantec Backup Exec.
• Created and provided technical support for Novell Netware 6.5 and Novell Groupwise 6.5 user accounts and group policies.
• Facilitated collaboration amongst team members by publishing and distributing best practice guidelines

Desktop Support Technician

Confidential, Smithfield, RI

Responsibilities:

• Provided Executive Level desktop support for Fund Managers within Confidential .
• Ensured adequate supply of laptops and desktops for hot swap deployment (inventory management).
• Imaged desktop/laptop platforms via WinPE (PXE enabled boot disk) and Altiris (software updates).
• Troubleshot and resolved BlackBerry connectivity and messaging issues
• Configured server/client workstations for FTP connectivity.
• Troubleshot and resolved build/software update issues via parsing of script logs for errors.