SUMMARY:

• Highly experienced Level - 3 Technical Support Specialist and Senior Systems Administrations professional with a proven record of accomplishment dealing with high volume of customer calls in a fast-paced environment, requires minimum supervision and maintains the highest quality of customer service.
• Develops and maintains exceptional relationships with co-workers, management, and end users (thrives while collaborating with others).
• Excellent communication and problem solving skills.
• Strong work ethic and self-control while working under pressure to meet customer service level agreements (SLA’s), and adhering to strict project deadlines.
• Excellent listening skills, oral and written communications. Confident professional in interacting with all levels of the organization including internal stakeholders, suppliers, and team members. Demonstrated success to make decisions independently and quickly with minimal escalations.
• Microsoft Systems Engineer ~ Level-3 Systems Support ~ Active Directory Provisioning ~ Desktop Hard-Software ExpertLevel-2 Network Support ~ Vendor Coordination ~ Escalation-Problem Management ~ Technology Deployments-Upgrades

TECHNOLOGY SKILLS & COMPETENCIES:

Outstanding Customer Service: Client Relationship Skills / Contact Center Ticketing Systems & Reporting

Microsoft Windows Server Admin: Win 2003, 2008, 2012, 2016 Technical Support / Security Administration / AD-GPO / MS SharePoint

Microsoft Windows Desktop Admin.: Office Productivity Tools / Back Office Applications / Security Updates / Exchange-Email, Office365

Hardware Technical Support: Peripheral Repairs / RMA(s) / Vendor Management-Coordination

Program Business Delivery: Coordination Support / Vendor Management / Documentation / End User Support

Operational Management: Incident Mgmt. / Change Mgmt. / Problem Mgmt. / Documentation Skills

Software Provisioning: Desktop Imagining / Automated Software Distribution / Altiris/ Windows Deployment Services / AIK /SmartDeploy

Identity Management: End User Provisioning / Password Resets / Active Directory-Exchange Maintenance

Vendor Management: Tier-II Troubleshooting / Dispatch / On-Site Coordination / Incident Management / Closure

Connectivity: LAN/WAN/ VPN Remote Access / Wi-Fi Support / Executive Home Support

Telephony: Installations / Moves-Adds-Changes / End User Support / Maintenance

Security: Microsoft Windows Servers / Symantec End Protection / Malware/Spyware

Mobility: Cellular Acquisition / Vendor Management / Provisioning / Synchronization / PDA End

PROFESSIONAL EXPERIENCE:

Confidential, Orlando, Florida

IT Coordinator

Responsibilities:

• Directly responsible for the administration of all windows systems.
• Responsibilities include Microsoft Active Directory Management, third party software installs, server support as needed, end User Account application management.
• Desktop and Laptop configuration and repair, image deployment, Local Area Network, and Wi-Fi wireless support.
• Develop and implement local and domain group policies needed for the proper environment.
• Work with vendors on providing the best possible solutions for the company.

Confidential, Orlando, Florida

Systems Administrator

Responsibilities:

• Directly responsible for the administration of all windows systems through-out the Orlando and Tampa area.
• Responsibilities include Microsoft Active Directory Management, Group Policies, support for the Ricoh/Lanier copiers, third party software installs, server support, end User Account application management.
• Desktop and Laptop configuration and repair, Local Area Network, and Wi-Fi wireless support.

Confidential, Clermont, Florida

Systems Administrator

Responsibilities:

• Responsible for installing, rebuilding existing physical servers and or virtual servers.
• In addition, troubleshoot issues related to Microsoft Exchange, Server 2008, 2012, Office application, HP thin clients, etc. Perform ongoing performance tuning, hardware upgrades, windows updates, software deployment, Hyper-V, and resource optimization as required.
• Develop and implement local and domain group policies needed for the proper environment.
• Work with vendors on providing the best possible solutions for the company.

Confidential, Orlando, Florida

IT Technical Support Specialist & Microsoft Systems Administrator

Responsibilities:

• Responsible for delivering outstanding customer service and technical support for Confidential .
• Highly skilled technology professional responsible for delivering the highest degree of service levels to administrative leaders, employees, suppliers, and students.
• Directly responsible for all Microsoft Systems Administration and Level-2 Technical Support for more than 400 desktop / laptop / peripherals and corporate assets.
• Average number of Contact Center and Help Desk calls exceeds 350 calls per month.
• Responsible for Microsoft Active Directory Identify Management, SharePoint sites maintenance, Group Policies, Security Administration, End User Account Administration, and application management.
• Desktop and Laptop configuration imaging and repair.
• Wide Area Network, Local Area Network, and Wi-Fi wireless support.
• Site specific VoIP telephony adds, moves and configuration changes.

Confidential, Casselberry, Florida

Technical Support Representative

Responsibilities:

• Technical responsibilities included providing maintenance, support, and repair of Confidential Personal Computer equipment.
• Provided 3rd party vendor management and interface support for major repairs or items under warranty, which included preliminary root cause analysis, return authorization handling, and orchestrating a manufactures field technician site visit or arranging shipping requirements.
• Responsible for providing Help Desk phone support and onsite technical support for Confidential and Confidential .
• Daily responsibilities included; replacing computer hardware and peripherals, Microsoft Windows Desktop diagnostics, and Microsoft Windows system upgrades to pre-existing computer systems and security upgrades.