QUALIFICATIONS

• Certified IT Professional with strong background in Deskside, Desktop, and Help Desk operations and support, installation, diagnostics, upgrades, and re-imaging.
• Extensive experience troubleshooting desktops, laptops, BlackBerries, software conflicts, connectivity issues and planning and coordinating LAN/WAN installations.
• Self starter, known for creating, implementing, and managing support and training projects.
• Recognized for providing excellent customer support and response in challenging environments.

CERTIFICATIONS

MCP XP, Vista, 2003, 2008, certified

Dell Certified Desktop Technician, 2007, certified

IBM Certified Desktop Technician, 2007, certified

A+ Certified, 1999, certified

COMPUTER SKILLS

Operating Systems: Windows NT4/95/98/ME/2000/XP/Vista/7, Windows 2000/2008 server

Networking: TCP/IP, NETBUI, Cisco VPN, Madge Token Ring, 10/100 Base-T Cat5 cabling, Hubs

Software Packages: MS Office Suite, Norton Ghost and Anti-virus, McAfee Anti-Virus, Spybot, Lavasoft Ad-aware, Attachmate 6.x, Lotus Notes 7.5, Adobe Acrobat

Hardware: IBM ThinkPad, Dell Desktops and Laptops, 3Com Ethernet NIC

Peripherals: Tape Backup, HP Laser, Desk and Inkjet printers, Epson printers, Xerox printers, Lexmark printers, IDE and SCSI Drives

CAREER ACHIEVEMENTS

BlackBerry Training: Implemented BlackBerry training for Ultimate Software end users.

2005 Disaster Recovery: Led the team for Disaster Recovery efforts in Florida resulting from 2005 hurricanes.

Service Queue: Created customer service queue for logging complaints at EDS.

Training Manual: Updated and revamped EDS training manual.

PROFESSIONAL EXPERIENCE

Confidential,Marietta, GA Aug 2009-Dec 2009

• Oversaw helpdesk activities, responded to escalated issues and administered tracking software.
• Planned and implemented additions, deletions and major modifications to regional infrastructure.
• Administered and maintained corporate infrastructure, WAN, and security.
• Directed the administration and maintenance of Lab computer stations and software for company training programs and the Learning Studio.
• Utilized Big Brother and MRTG monitoring software to troubleshoot issues, backup system, archive data, and determine Disaster Recovery readiness.
• Established and maintained vendor relationships and managed purchase of hardware and software products at the regional level.

Confidential,Atlanta, GA May 2008-Feb 2009

• Provided point of contact, Tier 2 support for desktop/workgroup-related issues at Hitachi offices.
• Traveled to offices in Atlanta, Ft. Lauderdale, Washington D.C., New York, Montreal and Toronto.
• Coordinated the planning, configuration and installation of LAN/WANs and related client services within the enterprise to meet business requirements.
• Supported 802.1x technology in heterogeneous environment.
• Set up new Help Desk as a team member and trained and created technical documentation to bring new team up to speed.

Confidential,Atlanta, GA Oct 2007-Mar 2008

• Resolved desktop/workgroup-related problems in a 1000-user environment.
• Troubleshot, researched, diagnosed, documented, and resolved technical issues pertaining to Windows XP, MS Office 2003, MS Exchange, Internet connections, and hardware/peripherals.
• Built, imaged, and configured desktop and laptop computers for new users.
• Setup LCD Projector, laptop, and screen for presentations and meetings.
• Achieved high level first call resolution percentage. Supported requests via phone and email.
• Tracked incidents and documented detailed resolution for every call.

Confidential,Atlanta, FL, and Weston, FL Jun 2003-Sep 2007

• Supported Windows NT4 Workstation/95/98/2000Pro/ME/XP, MS Office 2000/2003, Lotus Notes, Internet connections, and hardware/peripherals in a 1000-user environment.
• Resolved issues with Microsoft Office 2003 Suite, Matrix, Citrix, Epicor and other software.
• Configured and upgraded desktop and laptop hardware.
• Created, updated and tested laptop images for Windows 2000 and XP.
• Moved 1000 mixed environment desktops and standard corporate PC image with Ghost and Altirus.
• Added, removed, and setup features for Avaya phones. Toned and traced lines.
• Troubleshot and configured BlackBerry devices. Added / removed and changed user’s accounts from BES server 3.5 and 4.
• Created and managed LAN and Notes accounts; added groups and assigned user access rights in Active Directory.
• Deployed Windows XP and Lotus Notes.

Confidential,Miami, FL Oct 1998-Jun 2003

• Provided first and second level support.
• Selected to resolve challenging WAN problems that required special handling and records.
• Created documentation and training for new team members.
• Installed servers and implemented upgrades for all versions of active software for clients such as American Express, Cunard Cruise Line, and Disney Cruise Line.
• Assisted with hardware problems and monitored and adjusted site inventories of technical equipment.
• Processed close out and addition forms from site engineers as installs were completed.

EDUCATION AND TRAINING

Bachelors of Arts in Criminology

Management Information Systems

• Courses: Microsoft Windows XP Professional, Managing and Maintaining a Microsoft Windows Server 2003 Environment, Implementing, Managing, and Maintaining a Microsoft Windows Server 2003;Microsoft Internet Security and Acceleration Server 2004, Planning and Maintaining a Microsoft Windows Server 2003, Creating user accounts in Active Directory, Planning, Implementing, and Maintaining a Microsoft Windows Server 2003 Active Directory Infrastructure, Designing a Microsoft Windows Server 2003, Category 5 Cabling