SUMMARY:

• Looking for full - time opportunity and leaving the contractor world. Some short-term contracts taken while attending college in the last 4 years.
• Over 15 years’ experience total relating to desktop support, Active Directory, and Network Support.
• Experienced and knowledgeable Information Technology professional seeking to contribute and acquired skills within a Tier-1, 2 and 3 technical support, Desktop and Help Desk roles.
• Work well independently or in a group setting providing all facets of computer support such as troubleshooting, installationsand maintenance.
• In-depth knowledge and understanding of numerous software packages and operating systems.
• Skilled in providing customer and end-user help desk support. Easily identify and resolve technical issues and concerns.
• Excellent communication and presentation capabilities.

Summary of Skills

Software: MS Office 365, MS Office Packages, Lotus Notes R8.5, Lynx, Voice Rite, Ultra EditMinitab, Adobe STD & Pro, SCCM, NetIQ, SecureDoc, Bomgar, Infoblox, Powershell, RDP

Operating Systems: XP, Windows 7, Win 8.1, Windows 10, Server R2, AS400

Networking: VMware, Hyper-V, Oracle VM, Virtual Box, Citrix VM, Array SPX5000 VPN, 2008 Active Directory

Utilities: Ghost 15, Remedy & Heat, Vantive System, Exchange Management console, CA Service Desktop Manager PeopleSoft and Infinity third party software, ServiceNow, Cisco Jabber, CMS, MacAfee, Symantec encryption, Bitlocker

Hardware: Cisco Phone 7940, Avaya phone 2420; Audio Visual Plycom, Sony, Pioneer, Samsung, HP Desktops Lenovo and Confidential Latitude Laptops; Tablets Samsung Galaxy pro and all IBM Compatibles

PROFESSIONAL EXPERIENCE:

Confidential

Windows 10 Migration Technician, Chandler, AZ

Responsibilities:

• Migrated over 2000 users to Win 10 Enterprise Confidential Latitude Laptops
• Secure the data - move all data to the specified locations, using OneDrive.
• Verify applications - check if the applications used on Win7 are Win10 proof (tested and ready).
• Reviewed all applications that will be returned automatically to Win10 PC.
• Installed programs pushed to the software center and installed same
• Downloaded all other generic software that might have been previously installed by user himself - Chrome, Firefox
• Configured Outlook 365, Skype for Business and other applications on Confidential Latitude Laptops
• Started One Drive, Restores data from USB if applicable, Maps network drives and printers

Confidential

Windows 10 Migration Technician, Phoenix, AZ

Responsibilities:

• Domain Join via Confidential package
• Corrected over 200 systems and changed BIOS Setting in Win 10
• CMOS - Asset burned in BIOS per specific systems
• Covered all former asset tag with new specific systems tags
• Set BIOS settings, CMOS USB drives and work instructions for new asset tags.
• Assisted Confidential team with domain join, monitor mounting.

Confidential

Mobile Device Analyst, Phoenix, AZ

Responsibilities:

• Knox is a multi-layered technology built into both the hardware and software of Samsung’s latest devices.
• From the Hardware Root of Trust to the Android Framework, Knox constantly verifies the integrity of the device and detects any tampering, ensuring your data is more secure.
• Knox is a multi-layered technology built into both the hardware and software of Samsung’s latest devices.
• From the Hardware Root of Trust to the Android Framework, Knox constantly verifies the integrity of the device and detects any tampering, ensuring your data is more secure.
• Knox is a multi-layered technology built into both the hardware and software of Samsung’s latest devices.
• From the Hardware Root of Trust to the Android Framework, Knox constantly verifies the integrity of the device and detects any tampering, ensuring your data is more secure
• .Knox is a multi-layered technology built into both the hardware and software of Samsung’s latest devices.
• From the Hardware Root of Trust to the Android Framework, Knox constantly verifies the integrity of the device and detects any tampering, ensuring your data is more secure.
• Downloaded apps to the secure Knox container from any source including Samsung Apps or Google Play
• Pushed apps using MDM, including custom-built apps to Knox container
• Office 365 RSASamsung SWireless Using Knox Mobile Enrollment Stage enrolled 1400 devices using Samsung Knox Dashboard
• Created and manage Verizon Samsung phone account for 500 users
• Created Google accounts using Google Admin console with Office 365 accounts

Confidential

Product Support Representative, Maitland, FL

Responsibilities:

• Assists staff and users to identify and solve hardware, software, communications and operating procedure problems by telephone, or remote access.
• Designated as “lead” problem solver on the team handling high volume of incoming support calls
• Researched issues at a data level, utilizing System Logs, database and working knowledge of the product
• Provides in-depth product support to FIS clients by resolving incoming inquiries.
• Documents customer information and recurring technical issues to support product quality programs and product development

Confidential, Orlando, FL

Desktop Support Technician

Responsibilities:

• Access clean-up files and folder using Hap Hannover application and active directory
• Created Roles, Security groups, Distribution list and profiles for ServiceNow application
• Companywide cleanup of Security groups, Distribution list.
• Passionate, customer-champion with proven ability to provide remote customer support
• Windows and Mac OS based end points (Laptops Desktops & Thin Clients) Tablets & Smartphones

Confidential

Desktop Support Technician

Responsibilities:

• Installed, troubleshoot, configure and repairs software issues for Windows OS and Microsoft Office.
• Installed and troubleshoot other software and peripheral devices as required by the customer.
• Provided support for network connectivity or related network issues for the user community to include
• LAN-WAN, IP, telephone, 3G/4G mobile devices, video conferencing and wireless environment.
• Direct and resolve with local server issues when they arise
• Oversee with local tape backups/restores

Confidential, Garyville, LA

Desktop Support

Responsibilities:

• Resolve all desktop issues pertaining to Win 7 deployment
• Excellent communication and sound knowledge on desktop imaging - deployments
• Ensured adherence to quality - security standards defined for the engagement