EXPERTISE:

Software Expertise: Avaya Administration - Migration and Refresh - POS, SAP, Clarify - FTP/SFTP - Software QC/QA - Install Shield/Images - SQL, Oracle,DB2 - LAN/WAN Application Lifecycle - Remote PC/Server - Tier I,II,III Support - TCP/IP/DHCP Server NT,2003,2008,R2,2012 - Web Ware - Microsoft Office 2000 thru 2013 - Wireless Configuration Solaris/UNIX/Linux - Sun, Products - System Ghosting/Configuring - MS - SCCM (SME) Disaster Recovery/Securities - VERITAS, Altiris - Digital Imaging - Mac OSX (Config.) MS, 95/98/NT/2000/XP,7,8,10 - Windows Script Host - Image Scan and repair -Firewalls/VPN Parallels Desktop - VMware/Server/Desktop - Citrix (All Products) -System Validation Malware/Sophos - NAS, SAN, - Securities Applications -All Symantec SW Adobe CS Suite, Acrobat - MS Exchange 03-12 - Sharepoint/Sandbox -Active Directory BMC Remedy/Suite - CA Center/Authentication- Spicework, Revelation -McAfee IronMail Trend Micro Products - Symantec Altiris Product - JAMF Casper Suite - AirWatch 8.3 Open mobile iPass - Centrify - Software/Asset Management - Flexera Process Management -Office 365 -Solarwinds -Training Document

Hardware Expertise: Biometrics - Facial Recognition - Complete Diagnostics - Q.A.C. (ISO) EMC2 VNX,VMAX, Clarity - WIFI Networks - Benchmarking - RAID Server PC/Tablet Repair/Upgrades - QUALCOMM’s/Tape - Cisco Series Hardware Routers /Switches Routers /Switches - Ent.Server Repairs - Firewalls-Juniper/Sonic wall - VERITAS, Altiris Cabling - Smart Phones BB, - Blade Servers - Bluecoat, Baracuda Printers (inkjet/Laser/Thermal) - Scanners/Plotters - Apple Hardware - POS Hardware 3D Printers - Data Centers - Dell/HP/Lenovo/IBM - MPLS/VPN, VPLS IOS/iPhone/iPad -Avaya/Polycom/NEC - Lifesize/Video Conference - HP DL G6-Gen8 Digital Signage -Storage Arrays -Telcom Equipment - RSA (ACE) - Avaya Hardware - Juniper Router - Cisco Catalyst 6500, 4500,3750 and 2900 series switches F5 Load Balancer - SAN Solutions Hardware- Mobile Admin - Nutanix Meraki/Aruba Wireless LAN Controllers, Access Points and Aruba Airwave

SPECIAL SKILLS:

• Managing teams of 25+ employees, training, and mentoring individuals to achieve high levels of success
• To quickly adapt to any and all changes in the industry and train fellow colleague in those changes
• Ability with demonstrating and training in ways people can relate and retain information
• Quick understanding of all technologies I come in touch with and finding their benefits and draw backs
• Always thinking outside the box for best practices, ideas and cost effectiveness
• Proficient with both hardware and software and how they relate to business
• Always a team player that thinks positive and works with everyone to achieve personal and company goals
• First Aid trained- Corporate First respond

EMPLOYMENT HISTORY:

Confidential

IT Support Specialist

Responsibilities:

• Provide network support of Both LAN and Wireless Network - Dell SonicWALL-VPN, Unifi, Cisco, Fortinet, Meraki Sophos, Virus, Malware, Ransom ware attacks, Storage, Back-ups, Restores Cloud solutions
• Provide customer support and assistance in the use of computer hardware and software for multiple companies.
• Certified Mac support installation, configuration, Troubleshooting IOS, MAC OSX, Hardware repair Specialized Application Support Medical, Legal and financial software Support for multiple company’s applications and hardware Administer and maintain computer workstations running Microsoft Windows and Apple operating systems. Install, configure, administer, and maintain application software on the computer workstations including updates Diagnose and resolve computer hardware and software problems in response to customer-reported incidents.
• Maintain standards, Processes and regulations, HIPPA, PCI, SOX VMAdmin hosted environment
• VMware 5.0/6.5 Hyper-V, Zenserver New Users AD creations, AD management and termination process
• Provide value with the best professional and courteous customer support. Bring new IT processes Including SCCM 2012, Apple System support Administrator for multiple companies Exchange/Office 365 Prem./Hybrid/Cloud Server
• Support 2000-2012R2-Maintainence, Patching, Repair, Troubleshooting Retail, Legal, Medical, Dental, Financial, Software
• Recognized for highest level of C1 support and positive attitude, Setup new hires and complete company separations
• Active Directory account and permissions, Groups and GP's Domain Administrator duties, security support creates, edit and modify user ID and access, active directory Software and Asset management, AirWatch Mobile device administration
• Porting, cost savings, repair and setup iPad, iPhone, Android, Windows phone, complete support and on-site repair Cisco Unified phone system administration, assigning - create extension, troubleshooting Implement inventory software/hardware asset management Roll out of new security features to include VPN, RSA Token-soft/hard, biometric… HP, Dell, Lenovo certified hardware and warranty repair for server, Installer EMC hardware Data center installs, cable runs-rack builds and decommissioning of old hardware Certified and single point of support for Apple product and troubleshooting- Mac OSX- IOS devices Microsoft software/OS support - Server 2003-2012 - OS XP- windows 7 - MS Office Products 2003-2016, Office 365 Oracle- SQL installs, configure and support - VM’s-Linux- Red hat, Ubuntu, Centos, Solaris Daily tape backup support and reports for SOX audit compliance, Iron Mountain, Commvault Create and maintain SOP’s, create documentation, teach training class on company technology Security risk management reports for Malware-Virus- rebuild as necessary- refresh of systems Maintain vendor relationship, printer support- troubleshooting, repair and supply support
• Maintain HIPPA, Nist, Fisma and SOX compliance, Disaster Recovery Team member, data encryption and destruction Symantec Altiris Solutions - end to end management of desktops including patch management, asset and inventory management and software deployment for Windows desktops JAMF Casper Suite Admin - end to end management of MAC desktops and laptops including patch management, antivirus management and software deployment, Enroll and maintain Centrify for AD support and policies for Unix, Linux, OSX BMC Remedy (Implementing over from Service Now)
• Configure Open mobile iPass enrollment for hot spot use for traveling users
• Pass and maintain a federal government security background investigation.
• Provide customer support and assistance in the use of computer hardware and software.
• Assist government IT Department in the installation and configuration of computer workstations Deployment of Mac and Windows Systems.
• Cisco IP Phones and headset, Conference phone, Tele-presence Administer and maintain computer workstations running Microsoft Windows and (SPC) Apple operating systems. Install, configure, administer, and maintain application software on the computer workstations.
• Install software patches and updates on computer workstations.
• Diagnose and resolve computer hardware and software problems in response to customer-reported incidents.
• Perform the work outlined above in accordance with the technical instructions, advice, guidance, manuals, handbooks Maintain standards, and regulations provided by government IT Department. Provide professional and courteous customer support. Bring new IT processes Including SCCM, Apple System support Altiris Deployment
• Create, Deploy scripted packaging for installs and updates/Patches, Images, Asset management- Cross Platform.

Enterprise Access Administrator

Confidential, Tampa, FL

Responsibilities:

• Wintel Analysts supporting Global Access administration in a production support environment
• Identity and Access management (IAM)
• (FSR) File Server remediation project’s
• Risk and security management
• Create all process documentation, Instructions and Training examples
• Implementation & Break Fix support
• Change Controls and the impacts those changes have in the environment
• Security Shared folder Infrastructure
• Full Active Directory support
• Information Access Security Policies
• Troubleshooting security issues and coding problems
• Excellent communication skills
• Create and Run scripts in VBScript; Perl; Python; Power Shell
• Strong Excel - Pivot tables; VLookups
• Create Query reports for SQL database retrieval
• MPSS knowledge in multiple storage background
• Remote in after hour to make change after COB and weekends that work in that global region

Service Desk Analyst

Confidential

Responsibilities:

• Provide Executive level support- boardroom- conferences-site support
• Recognized for highest level of C1 support and positive attitude, Avg. work week 48-60+ hours
• Setup new hires and complete company separations- Active Directory account and permissions, Security Badge Admin
• Domain /Exchange Administrator duties, security support creates, edit and modify user ID and access, active directory
• Created/SME Digital Signage throughout Confidential NA creating new social and marketing projects for all lines of business. Maintain cost and content for all lines of business.
• Instituted security groups and maintained proper OU configuration and Sox procedures
• MDM Admin- Mobile device administration- ATT- Verizon, Porting, cost savings, repairs and setup iPad, iPhone, Android, Windows phone, complete support and on-site repair- saved over $12,000+ monthly
• Relationship manager to all lines of business to make sure all IT needs are being met at the highest level of service
• Complete Support ENO interactive whiteboards and LifeSize-Blue Jeans global video conference systems
• Avaya phone system administration, assigning - create extension, troubleshooting conferencing system/Avaya system
• VMware ESXi - View-VDI - HyperV configure, create, templates, deploy, maintenance and administration
• HP certified hardware and warranty repair for laptop, desktop, workstation, server

Ghost server administrator, Cisco and Juniper VPN support, RSA Admin

Confidential

Responsibilities:

• Certified and single point of support for Apple product and troubleshooting- Mac OSX- IOS devices
• Microsoft software/OS support - Server 2003-2012 - OS XP- windows 7 -8 - MS Office Products 2003-2013
• Unified Communication Expert Audio/Video streaming, Video Bridge H.323 and SIP VoIP WebEx, PGI, MS Lync
• Cisco Telepresence, Polycom setup and quick resolution of any issues.
• Maintain Fax2Mail, FTP-SFTP, HP Quality Center, Quick Arrow, Accounts and access
• Oracle- SQL installs, configure and support - VM’s-Linux- RHEL, Ubuntu, Centos, Solaris
• Revelation and Spice work ticketing system - Resolve 3800 + tickets yearly, supporting US, UK, Australia
• Quantum tape library- daily tape support and reports for SOX audit compliance, Iron Mountain, Commvault
• Create and maintain SOP’s, create documentation, teach training class on company technology
• SharePoint library for dept. documentation, Create templates for work, Change management, projects
• Security risk management reports for Malware-Virus- System Encryption - Beach Head/SED
• Travel and support of remote offices- Great Neck NY, Raleigh- Charlotte NC, Wilton CT, Highland Ranch CO
• Network MPLS, router, and switches installs for remote office- Maintain Site uptime at all locations.
• Maintain vendor relationship, Xerox – HP printer support- troubleshooting, repair and supply support
• Project management of printer roll-out from building print server to installing all printers on the network
• Cyber Protection Team, Malware, Sophos, Bluecoat, Barracuda, Forensic analyst of infected systems.
• Procurement ordering of IT software and hardware equipment, negotiate cost saving pricing
• Quarterly meeting support and setup – including back projection screen and wireless audio, video recording
• Maintain HIPPA, PCI, NIST, FISMA, FFIEC and SOX compliance, Help establish a Disaster Recovery Team documentation, Identify team members and outline the processes for compliance, data encryption and destruction
• Instituted the companies First response team for CPR/AED and First Aid response
• Instituted the use of SCRUM meeting to address all outstanding issues to resolve.

Business Owner

Confidential, NH

Responsibilities:

• IT/IS consultant in the government, medical and marketing sectors
• Testing, QA, and implementation of the latest technology in both application software and hardware to meet client needs within set time frame, while offering the highest level of 24/7 global customer support available
• Build\Hire and train for multi tier support services for company products and in-house support Security administration, Risk Management, system penetration testing advise on improvements
• Consultant in foreign markets for hardware and software upgrades, updates, storage and application lifecycles
• Work with vendors, EMC, Hitachi on storage projects and upgrades. Avaya, Toshiba (VOIP) systems
• Building servers, managing implementation, troubleshooting and repair, networking, virus removal, firewalls security, Biometrics, Two-Factor identification and security verification. Building security improvements for audits
• Build data centers, cabling, rack, Liebert/APC/Eaton Power management, fire suppression, and install systems
• Routers, Switches, Fiber, Gigabit Network equipment install and recorded mapping
• Procurement of equipment, negotiate pricing and contracts for legal review
• Work with vendors for Audio/Videoconference room installs, printer rollouts, remote location MPLS installs
• Complete support for Apple System and Server, Xsan, solutions including hardware and software
• IOS, Android, Windows Devices testing, repair, cost saving negotiating and billing Virtual Environment projects with cost saving, systems matched with global remote access
• Marketing, Create Videos and edit along with content for companies and broadcasting
• Worked with Marketing team for demos, R&D of new marketing ideas, Booth Setup and signage
• Special Event Planning, United Way team member, Charity events team.
• Business Analyst, Systems Analyst, Contractor Autodesk system design, Network Analyst, VMware OS/Server
• SAP analyst, SAN, NAS, disaster prevention and recovery, VOIP network system design and implementation
• Green Technology – environmental friendly and budget conscious technology options
• Database reconciliation and configuration; SQL, MySQL, Oracle database repairs and mergers

Global Support Technician

Confidential, Stratham, NH

Responsibilities:

• Provide technical support and maintain superior customer service to Confidential ’s global user base
• Complete Solo support for Apple Macintosh software and hardware.
• For designers and Creative Apple certified support, system build and configuration expert
• Supply support for Confidential ’s hardware, software and application platforms and servers Work in conjunction with third party service providers to resolve installation, maintenance and warranty services
• Dell certified hardware and warranty repair for Laptop, Desktop, Workstation, Server, Windows OS 2K. XP, Vista
• Maintain incident records for each service request, provide comprehensive notes of actions taken
• Respond to telephone, email or personal requests for technical support and provide timely solutions
• Provide NOC coverage and support shift work on a temporary or permanent basis upon request Security support creates, edit and modify user ID and access, active directory, exchange, AS/400, SAP Create and edit documentation, do cross training for fellow teammates
• Disaster recovery team member, create test environment, SunGard sight contact, resolve onsite issues Disaster onsite documentation creator, Marketing department project contact
• Create system image for deployment and complete End of Life support Video Conference setup/configuration global (Polycom) Telecom support, Cell-Blackberry- Smartphones Certified Program Manager, Server 2008, Windows 7 Advanced, VMware Server/Desktop, ITIL V2 Special Event Planning, United Way team member, Sporting event team captain Project management of small to large programs and projects.
• System Development, out of the box thinking for new productive tools and application support.
• Assisted manager with training and coaching teammates.

Customer Care Executive

Confidential, Sarasota, FL

Responsibilities:

• Successfully marketed product line in the Southern and Northern division, introducing new services and explaining complex technology to customers, consistently in Top 10 high sales and customer appreciation for regional markets
• Managers assistant for escalation and customers saves, Providing the team coaching on proficient customer interactions
• Recognized with awards for team spirit, customer interaction recorded for excellence and training
• Helped to come up with improvements and increase revenue for regions. Example: install charges increase, Credit card transaction charge for OTP live service rep. this reduced call numbers and improved use of automated payment calls
• Supervisor Assistant- supervised customer calls, monthly team contest and team building ideas, team stats
• Assist in training new employees and work with vendors (HBO, Showtime, Starz, etc.) scheduling call center team promotion and contest for marketing items
• Always a great team player, motivator, and trainer on new technology
• Product knowledge including recent upgrades in packages and pricing of Confidential Digital Phone, Digital TV, Confidential High Speed Internet, and Confidential Digital Voice (VOIP)
• Proficient in ASCR, ICOMS, Cable Data, Remedy and Confidential Intranet
• Negotiated and closed sales, maintained accounts and kept detailed records of all contracts
• Overnight head-end coverage and OTJ training of head-end
• Technical Support Professional resolving TV, Internet, Digital Phone services
• In-field install of Coax cable, Node repair, Internet, Digital TV/DVR box, Digital phone MSU, Home networking
• Fill-in for ON-DEMAND dept. file conversion and setup menu