SUMMARY:

• 10 - 20+ years in multiple companies
• Technology Certifications and Experience (MCP, A+)

EXPERIENCE:

Confidential, Alpharetta, Atlanta

Help Desk/Customer Service

Responsibilities:

• Call Center Environment. Help Desk and Customer Service. 30-40 calls a day.
• Support for Windows XP/7 and Windows Servers 2003/2008/2012/ SQL/IIS
• Active Directory and Group Policy Maintenance.
• Exchange Administration
• LAN/WAN and Printer Support
• VM-Ware V-sphere/Citrix, VPN(s), IVR(s), Sonic Walls(s)
• Network Design, Network Diagrams (LAN/WAN, Network Management and Security.
• Moves/Changes, Business Intelligence (SAP, Oracle, SaaS)
• Conference Calls with Vendors
• Backup Systems and SANS - Cloud, Symantec Backup Exec, WAP(s), Video/Conferencing/Projection Systems, TV, and Cisco WAP(s).
• Phone and Email Support.
• Executive Level and Customer Service reports.
• Juniper VPN, Checkpoint, Sonic-wall, Cisco ASA/5500/7200 - Optical, Switches, Router Maintenance, Network Diagrams (LAN, WAN), Web-sense Monitoring and Setup, Security/Permissions Meetings, VNC, RDP, Packet Filtering, Imaging)
• Steel-head, Riverbed, and WAN traffic cache.
• Installation/Upgrade of Systems, Servers, Switches. (On-Site)
• Hands on With Oracle and JD Edwards
• Interacted with Global Investments, Global Branding, Global Markets, Global Sales, Global Marketing, Business Intelligence, and CEO/CIOs. (Executive Level Meetings regarding Infrastructure Upgrades, Outsourcing, Planning, and Direction) Wire shark, Solar-winds, Spiceworks.
• Managed Locations in (India, China, New York, Atlanta and Other Markets) - Handled Budgets in excess of 10 million. Also researched Foreign Markets, Governmental Relations, and Business Relations with Governments in and Business in Foreign Countries.

Confidential, Tampa

Network/System Administration/Help Desk

Responsibilities:

• Phone Support (Help Desk) for medium Size business companies (Real Estate, Technology, Law Firms) that used a variety of different systems.
• Support for Windows XP, Windows SBS 2003/2008/Windows Server 2003/2008, AD, Group Policy, WSUS, SCCOM,
• LAN/WAN and Exchange Administration
• Cisco Routers (Route Maintenance), NOC Support - Cisco Open View
• Citrix, Net-suite, Oracle, CRM/ERP
• Network Design, Network Diagrams, and Network Management And Security, Tools (RDP, Solar-winds, VNC Remote Access, Team Viewer).
• Wireless Networking and WAP Support
• LAN/WAN Diagrams/VISIO Charts, Backup Exec, Symantec Network Security.
• Virus removal and Printer support
• Infrastructure Based Network Support, Proprietary Application Support (Industry Specific), (Financial/Real Estate/Aerospace/Military/Multimedia Companies.

Confidential, Atlanta

System and Business Analyst

Responsibilities:

• Phone Support for JD Edwards One World System, Business Systems, Exchange/Email, One View, Office Suite, Financial Reporting, Modules, Network/System Support/Other Real Estate Based Systems. (Open Source Platforms - ERP, and CRM Packages) Confidential Blade Servers. (Telecommute Position) - Conference Calls. SQL/Database/08 Server, JDE Enterprise One and Sharepoint Administration. Windows Active Directory, Group Policy, Wireless Devices, Xerox Printers, Etc.
• Website, Business Investments, Private Investor, Global and Regional Reports, Global and Technology Support. (Personal Studies)
• Netsuite Financial Reporting. (Multinational Corporation. LEED Certified) Sharepoint, Citrix, Windows 2008 Administration) - Lotus Notes, and SAP Support) - This was a telecommute position.

Confidential

Network Engineer/NOC Analyst

Responsibilities:

• Supported for Network Hardware (Switches, Routers, Phone Systems (PBX/CBX, Cisco, Juniper) on Client End. - Routing Support: BGP, OSPF, MLAG, LAG, IPv4, IPv6- MPLS, L3VPN, VPLS, L2VPN. Cisco IP Tables. NTP, DNS, RADIUS, SNMP, LDAP Support. MPLS / ATM / Frame Relay / SIP networks.
• Resolved Customer reported difficulties on all elements of service which include Fax to Email, Hosted Exchange, Virtual Receptionist, Web Hosting, Voice Connectivity, Secure Backup, Secure Desktop, Managed Firewall, Network Configuration, & Support for Mobile Devices, Business Intelligence SAAS.
• Troubleshooted Advanced product or service issues, including but not limited to DS1 transport, PRI / CAS/FXS telephony, and DNS with proper escalation as necessary to achieve optimal trouble resolution times. Used Remedy as CRM for Tracking Clients.

Confidential, Atlanta

MIS Manager/System Administrator/Help Desk

Responsibilities:

• Provide Day-to-Day Desktop, Server, & Phone support to Clients.
• Supported, Administration, & Maintenance of Unitrends backup system (Files, SQL, Exchange backups), Trend micro AV, Websense Netsquad Web Filter, Meridius SPAM Filter, Juniper SSL VPN, Cisco Checkpoint Firewall, MS Office Suite 2003/2007, 10 Financial Systems (Portfolio Center, Junxure, Financial Applications etc), Neverfail, Disaster Recovery. This includes Cisco 2800 switches, Tape drives, and Network connectivity and of an Offsite Colo Facility. Administration and maintenance of Riverbed.
• Support and Maintenance of Symantec Backup Exec, Symantec CE 2005, MS Office Suite 2003/2007, AUTOCAD, Disaster Recovery, and General Troubleshooting. This includes Dell switches, Tape Drives, and Network connectivity. (Also Internet Hosted Applications - CRM and Saas)
• Administration of Active Directory, Group Policy Configuration and Scripts, Setup of new clients (Including imaging machines), and created and maintained documentation.
• Traveled throughout the Northeast, Southeast and East Coast with minimal supervision.

Confidential, Atlanta, GA

CIO/MIS Manager/IT Manager

Responsibilities:

• Provided day-to-day Server Administration, Engineer Duties, & General Support as well as Recommendations.
• Administration & Maintenance of Windows Server 2003, Exchange Server 2003, Offsite Web Server, SQL Server 2002, Websphere and Active Directory as well as experience supporting Windows Vista.
• Supported and maintenance of Symantec Backup Exec, Symantec CE 2005, MS Office Suite 2003/2007, REA 9, Disaster Recovery, and General Troubleshooting. This includes Dell switch, Sonic-wall firewall, Exabyte tape drive, Security system, and Panasonic VOIP phone system. The environment was primarily an Confidential Thinkpad (Lenovo) and HP laptop environment.
• Troubleshoot on phone system (VOIP) as well as Internet/Intranet connectivity. Implements Network Security via Group Policy and other Methods.
• Maintained and Managed Ricoh/Gestener Copiers. Monitored Network Integrity and Security Logs Weekly. WSUS Maintenance and Implementation.
• Managed and Document rules and activities but also retain the ability to improve the overall efficiency while maintaining flexibility. Also handled software package with reporting capabilities.
• Setup and Maintenance of new users and Software library. Handled Migration to new laptops from Confidential ThinkPad/HP. General office duties and additional responsibilities that may include lifting heavy equipment. Maintained Relationships with Agents, Vendors, and Upper Level Management.

Confidential

Support Analyst

Responsibilities:

• Provided 2nd level technical support (Tier II) and light Citrix administration to agents that contact Confidential for support regarding the Dynamic Rating System and the agency website. (The agent environment usually includes PC's running Windows's 98, ME, 2000, NT, or XP. The agent's PC's were generally stand alone or configured as part of a LAN, which may be either peer-to-peer or server based. Some agents also utilize a Unix, Novell, and Citrix environment.) *Received and resolved between 25-30 calls a day.
• Follow-up on all open incidents until completion. (For example, if a CD is sent out to help fix a problem, the CSR must follow-up to ensure that the agent received the CD, that it was installed and that the problem was corrected.)
• Accurately and completely log all incident activity in the Saleslogix client.
• Assisted in the continuous learning of the entire team by consistently bringing any lessons learned to the attention to the supervisor, and peers at team meetings.
• Did work at Confidential Global Support Center off Powers Ferry Rd in Marietta for 1 month.
• Supported Confidential Enterprise Blade Center Servers at the Confidential Global Support Center.
• Left for a promotion with Confidential .