SUMMARY:

Detail oriented I.T. support manager and support engineer with an extensive background in Windows, Exchange, Microsoft System Center Configuration Manager (SCCM), Active Directory, and thin client support. Proven ability to manage and lead large scale projects and to effectively work in a team - oriented environment.

TECHNICAL EXPERTISE:

• Active Directory Avaya/Cisco Telephony Microsoft Lync/Skype
• Citrix XenApp Cisco Switches Windows 7/10
• Android/iPhone Support Microsoft Sharepoint Windows Server 8/12
• Microsoft Office 2016/365 Microsoft SCCM SAP
• Red Prairie Microsoft Exchange BitLocker
• ServiceNow RF/Wireless Technology MDM Software

PROFESSIONAL EXPERIENCE:

Confidential, Richmond, VA

Queue Manager

Responsibilities:

• Provided Tier II queue management for the Confidential.
• Essential duties of this position included:
• Managing and driving assignment of incidents for the End User Services Tier II support team; communicating with the internal team to get tasks assigned out correctly and ensuring that assignments are completed accurately and within the defined SLA.
• Routing tickets using ServiceNow to the appropriate team, including Network Operations, End User Services, Firewall support, and Telecommunications.
• Following up with each department before the SLA is breached.
• Escalating tickets as needed and communicating the status of incidents and assignments with the support team.

Confidential, Richmond, VA

Sr. Systems Engineer

Responsibilities:

• Provided Level III last line of support to end-users for problems related to systems engineering activities, OS technical support, application programming and financial center software.
• Duties consisted of configuration and installation of various software applications, tier 3 trouble-shooting of computer and network hardware (including network switches and routers), end-user training and proprietary application support.
• Carried out routine engineering and support tasks and activities associated with one or more technical areas within the engineering function such as system design, engineering, implementation and operations support.
• Performed remote troubleshooting and installation of software using MS System Center Configuration Manager (SCCM).
• Utilized Microsoft SCCM extensively to gather machine compliance and to push out frequent software updates, patches, and software upgrades throughout the organization.

Confidential, Metro Atlanta, GA

I.T. Field Services Manager

Responsibilities:

• Helped plan and participated in the Confidential (former company name) to Confidential migration where all 90+ global facilities were migrated from Confidential ’s network to Neovia’s network and infrastructure
• Ensured availability and reliability of IT infrastructure at all facilities
• Oversaw and coordinated the installation of new LAN infrastructure
• Responsible for all infrastructure technologies installed within the warehouses, including PC’s, handheld scanners, Thin Clients, tablets and smartphones all working with a centralized Citrix solution
• Managed and assigned I.T. Field Services incident and support request tickets
• Coordinated training, schedules, and assignments of I.T. Field Services support staff

Confidential, Atlanta, Georgia

End-User Computing Engineer

Responsibilities:

• Traveled to different sites to oversee warehouse conversions, which included the installation of new RF devices and equipment, network cabling and infrastructure, Red Prairie warehouse management software and mobile computer devices such as Honeywell, Motorola, and Intermec vehicle mounted units.
• Installed and configured desktops, laptops, tablets, thin clients, printers, and various software applications.
• Performed second-level troubleshooting of hardware and software installations, maintenance, MS Office and Outlook installations and upgrades for end-users in a Windows environment.
• Provided support of time and attendance software and worked with vendors when needed.
• Provided C-level support for the CEO and other executives at the corporate office.
• Acted as team lead in absence of supervisor.

Confidential, Kennesaw, Georgia

Help Desk Supervisor

Responsibilities:

• Supervised a team that provided technical support to medical facilities, schools, and medium-sized companies.
• This included, but not limited to, hardware and software support, As400 support, network connectivity, end-user training and printer repair.
• Performed remote troubleshooting of MS Windows XP Professional and Office 2003/2007, password resets, software installations and upgrades, terminal emulation client connection, and, if necessary, the dispatching of on-site technical support. Set up and managed new and existing user accounts in Windows Active Directory, including removing accounts and managing email distribution lists.
• Oversaw a support staff that had a ninety-six percent customer satisfaction rating.
• Met or exceeded all Service Level Agreements.
• Improved customer call wait time.

Confidential, Atlanta, Georgia

Technology Support Manager

Responsibilities:

• Provided technical support to over 2100 end-users for IT related issues such as email, Audio Visual services, hardware and software installations and support.
• Managed and supervised the daily activities of the computer helpdesk staff which included training, organizing, planning, and coordination of technology support assignments.
• Installed and configured desktops, laptops, printers, and campus-wide software.
• Oversaw technology purchasing; negotiated pricing and contracts with hardware and software vendors.
• Responsible for managing departmental budget and maintaining inventory for over 600 desktops.