SUMMARY:

• College degreed professional with over 20 years in the I.T. arena doing systems integration, consulting, installation and support in various levels from PC Technician, Help Desk, Desktop Support, Server Installation/Configuration, Server Administration.
• Have demonstrated ability to effectively lead a team, have planning, organization and problem analysis skills.
• Excellent oral and written communications skills as well as unparalled professional appearance and attitude.
• A proven self - starter able to work with minimal direct supervision.
• Ability to respond to emails and text messages after hours to resolve critical issues.
• Responsible for oversight and execution of large-scale projects.
• Collaborate with other IT groups for testing and projects as needed.
• Performed daily activities relating to IT Site Infrastructure Support (SIS) of Data Networks, LAN/WAN, PCs, Servers, Telephony, Peripherals and related systems. Mobile devices, tablets, pads, phones, wifi connections.
• Strong skills associated with bridging technical problems that cross functions, such as understanding cause and effect and root cause relationships for complex IT problems.

WORK EXPERIENCE:

Confidential

Sr. Team Lead - Server/Desktop/Networking Support Consultant

Responsibilities:

• Servicing home & businesses with desktop and network support, 24x7 on-call support.
• Many clients confidential, various locations. Server and desktop support for several locations and dozens of users.
• Manage client expactations with minimal supervision complete service requests in a timely manner, utilizing ITIL framework methodologies.
• Some bigger, longer lasting contracts are listed below

Confidential, Elk Grove, IL

Desktop / Help Desk / Server Support

Responsibilities:

• Brought on for AD network migration from Novell Netware to Windows 2003 as well as migrating all 120 users from older PC's to new Dell's.
• Using Quest AD tools for AD configuration of users and groups.Setup VPN's for laptop users. Lotus Notes email support. ITIL implementation and procedures followed.
• Was main support point person for 120 users, performing all levers of support from taking calls, entering and assigning tickets, monitoring inventory, solving user problems, installing new computers and software, system administration duties, adding deleting users from LAN and email systems, IMac, SCCM. Exchange/Outlook support, Performed daily activities relating to IT Site Infrastructure Support (SIS) of Data Networks, LAN/WAN, PCs, Servers, Telephony, Blackberry, peripherals and related systems.
• Added Multiple Disc Arrays to servers for increased storage. Supported Macintosh OS 10 for graphic design.
• Migrated entire company network system from Novell to Microsoft - including from Lotus Notes to MS-Exchange, installed Windows 2003 servers, performed system administration duties, installed Ghost imaging server, built SMS and SQL servers for production use.
• Added hardware and software fixes to the Windows 2003 Domain Controller. Used SAN technology for virtual drive mappings. SCCM. iPhone/ Android / Blackberry support.
• Troubleshooting all user requests on a daily basis as those requests come through the ticketing system.

Confidential, Schaumburg, IL

Desktop/Help Desk / Server Support

Responsibilities:

• Was main support point person for 105 users, performing all levers of support from taking calls, entering and assigning tickets, monitoring inventory, solving user problems, installing new computers and software, system administration duties, adding deleting users from LAN and email systems, Exchange/Outlook support, Group Policies supporting various business functions related to I.T. such as maintaining List Serves, to project work filling for employees while on different assignments.
• Adding disks to existing server RAID rack mounted systems, Compaq ProLiant.
• Mainly Novell 6.5 shop, with XP and Macintosh desktops and laptops with OS 10.
• Supported Blackberries, Avaya IP phone system, all printers, faxes, scanners.
• Also assisted with server installs and cutovers. Install and configure SAP for education department, with various required modules and provide basic support for SAP users as well as VPN's for remote users. IMac, SCCM.
• Responding to IMAC requests.

Confidential, Chicago, IL

Desktop/Server Level 2/3 support

Responsibilities:

• Performing Level 2/3 support at both users’ desks and remotely using Dame Ware NT Utilities.
• Using Windows XP Group Policies to install applications and specify security rights.
• Scheduling, monitoring and restoring from backups on Novell and Windows 2000 servers.
• Use Active Directory, NwAdmin and Console One to manage users and objects. Responsible for updating security patches on hundreds of remote and local users.
• Imaging Dell PC’s for new employees as well as upgrading existing users.
• Following IMAC guidelines and procedures to ensure timely resolution to all tickets.
• Active Directory security groups, OU's, software distribution, lists. Used WSUS and NAL to distribute updates and applications. Cisco VPN support.
• Adding additional storage to servers using RAID 5 technology and external storage boxes.
• Using remote suppor tools such as DameWare and LogMeIn to support end users and salespersons.

Confidential, LaGrange, IL

Desktop/Server Level 2/3 support/installation

Responsibilities:

• Working in huge deployment project upgrading or replacing 15,500 PC’s using canned images.
• Replacing PC's, printers, re-establishing IP addresses, user logins, making sure all user new PC's are 100% functional, drives mapped properly, applications working, IP addresses, printers and location of users' data stores correct.
• In-house ticketing system. Using WSUS to distribute updates to hundreds of desktops.
• Performing Level 2/3 Desktop support, as well as Level 2 server support, Installing desktops and laptops in 3,000 user, multiple site environments.
• Performing off-site support, troubleshooting all issues VPN access, remote desktop access, printing, operating system, logins, application support, migration of user data, configuring Outlook 2003 clients, backup up and restoring .pst files. IMac, SCCM.
• Adding and deleting users, resetting accounts in Active Directory; adding and deleting PC accounts in AD. Configuring basic phone access for new users - Avaya, VOIP, Lucent, AT&T.

Confidential, Libertyville, IL

Desktop/Help Desk Level 2/3 support

Responsibilities:

• Supporting 500+ users in company LAN/WAN environment with Microsoft NOS.
• Responding to trouble tickets, building PC’s from scratch using Acronis imaging software.
• Providing unparallel customer response to open technical support tickets using Magic.
• Following IMAC guidelines and procedures to ensure timely resolution to all tickets.
• IMAC requests.
• Providing remote VPN support, troubleshooting desktop, printer, Internet and application issues.
• Adding users to local XP and Active Directory security with Windows policies and profiles using MMC.
• Configuring portable devices: PocketPC, Palm, Treo, Blackberry. Synching with mNotes. Configuring basic phone access for new users - Avaya, VOIP, Lucent, AT&T.

Environment: Windows XP/2000/2003/NT, Lotus Notes, SmartSuite, Citrix, IBM, Dell, HP, VPN, Ghost, Active Directory, Remedy Magic. Blackberry, Palm.

Confidential, Lincolnshire, IL

Level 3 Desktop Support

Responsibilities:

• Supporting over 300 users in company LAN/WAN environment with Novell/Microsoft NOS. XP
• Imaging PC’s, supporting users, installing hardware and software, troubleshooting issues.
• Project supporting developers, managers and customer service people utilizing ERP software.
• Troubleshooting technical issues, building workstations, configuring remote VPN access. Adding users to local XP and Windows Active Directory, as well as Novell NDS, WSUS, NAL.
• Building WinXP desktops and laptops with Acronis imaging software, performing administrative functions on users’ computers.
• HP Openview ticketing system. SAP support for different business departments, installing and configuring required modules and connecting to SAP back ends.
• Following IMAC guidelines and procedures to ensure timely resolution to all tickets. Supporting portable devices: Blackberry, Palm, Pocket, Treo.
• Windows XP-Pro, Dell and HP desktops and laptops.
• Windows 2003 domain, Novell 5/6 NDS trees, Exchange, GroupWise, VPN, Citrix, Zenworks, Exchange, Outlook, WSUS, Novell IPrint. HP Openview, Acronis, Ghost, Active Directory. MS-Office.