TECHNICAL SKILLS

Operating Systems: Novell Netware 6x, 5.x, 4.x, 3.x, MS Dos, Active Directory, Linux - RedHat, Windows - 2000/XP/VISTA, Windows 7,W2000/W2003/2008/W2012 Server, Windows 8, AS/400

Enterprise Software: WinInstall, Ghost, Lotus Notes/Cc:mail, Rumba/Extra - mainframe emulation, Ms/Mail/Exchange/Outlook, ArcServe, Dameware Remote Control SCCM, MS Office Suite 2003, 2007, Software Distribution Assistant (SDA)

Network Protocols: TCP/IP, IPX/SPX, Netbeui, DHCP, DNS

Hardware: Printers - Laserjet/Deskjet/All-In-Ones, PC/Laptops - Dell, Lenovo, Confidential, Tape Drives, Scanners/CDRW drives

Other Software: Viewstar - Imaging, MS Office Suite 2003 & 2007, MS Exchange 2003, Anti-virus Software - Norton, McAfee,, Lotus Smart Suite, Kaspersky, Avaya/CMS Supervisor - VOIP, User App, telephone system, Proxy Master Remote Control, VPM/Remote Access/Juniper, Remote Desktop, Remote Assistance, Dameware, VMware

Mainframe Software: Healthquest - HBO/Medipac, TSO, TPX

Call tracking Software: Magic, Peregrine, Remedy, ServiceNow

Web Development Software: HTML, Dreamweaver CS3, Adobe Photoshop CS3

Travel Software: Apollo, Amadeus, Sabre, Travelbahn, Rez One Plus, Quick Exchange, Express Change, Saturn

PROFESSIONAL EXPERIENCE

Systems Access Technician

Confidential

Responsibilities:

• Created user id’s and passwords needed to access the hospital’s mainframe systems, Healthquest.
• Logged projects from emails to a team mailbox.

Help Desk, IT Support

Confidential

Responsibilities:

• Hardware rollout and kiosk assembly.
• Assisted with creating an installation guide to be sent to customers.
• Telephone support to assist store personnel with reassembling equipment in new kiosk.
• Assisted with ensuring that printing and external monitors worked following store rollout.

Operations Analyst and Help Desk Analyst

Confidential

Responsibilities:

• Monitor and assist with AS400 series I platform so that systems remain operational.
• Assist with Technical Service center functions in order to provide timely technical assistance to all internal users.
• Perform preventative maintenance on Data Center equipment.
• Prepare equipment for operation. Load paper and backup tapes as required.
• Print and distribute all reports per distribution schedule.
• Maintain logs and documentation for system and software failures.
• Configure Library and Media options and data paths for secure and optimum use.
• Exhibits an understanding of data retention configuration and rules for efficiently managing data in protected storage.
• Create a timely and effective monitoring system using event alerts and scheduled reports for successful and easier management of components and operations controlled by the server backup software
• Documented procedures for Comuter Operations and the Help Desk as a Technical Writer..
• As a Help Desk Analyst,, handled 18-25 calls per day.

Server Upgrade Technician

Confidential

Responsibilities:

• Assist franchisee’s with upgrading their store servers to Windows 7 on clients and server 2008 on the file servers using a standard image.
• Configured a virtual server and two physical servers per store.
• Created backups and restored data from backups once servers are upgraded.
• Configured Licensing, printers, caller id and POS applications on the new servers

Help Desk Support Analyst

Confidential

Responsibilities:

• Responsible for screening, referring and diagnosing internal or external inquiries and work requests as they relate to maintenance of personal computers and related systems.
• May assist in performing minor troubleshooting in the identification of applicable problems relating to PC’s, applications software and basic information systems communications.
• Entry level experience Knowledge/Skills: I have knowledge of a wide variety of software, hardware and PC operating systems is preferred as well as movile devices, i.e. mobile phones, tablets, etc..
• Answered and performed troubleshooting on 25-35 calls per day.

Help Desk Support analyst

Confidential

Responsibilities:

• Installs, configures, supports, and maintains application, desktop, server and network environment.
• Determine user needs and in corporate them into the design and overall plan for support. Organizes and coordinates the activities associated with installation, deployment, and upgrade of software, hardware and network facilities.
• Responsible for acting on existing trouble tickets established in the tracking system. Receive complex tickets that help desk and technical support analyst cannot resolve remotely. Identifies, researches, and resolves technical problems.
• Documents, tracks and monitors the problem to ensure timely resolution. Familiar with a variety of the IT technologies, concept, practices, and procedures. Relies on experience and judgment to plan and accomplish goals.
• Performs a variety of tasks. Works under general supervision; typically reports to a team lead or supervisor/manager.
• Performs after hours on-call
• Answered 30-35 calls per day

Help Desk/Deskside Support

Confidential

Responsibilities:

• Telephone support for internal users, supporting Windows XP, Lotus Notes, pcs, printers, network connections and remote access
• Onsite deskside support for network connectivity, Windows XP, Lotus Notes and installation of site-specific applications.
• Answered 25+ calls per day

Help Desk Support Analyst

Confidential

Responsibilities:

• Responsible for all software, hardware, and technical troubleshooting of Enterprise applications and Travel Applications for Consumer and Business Travel, including Windows XP, Lotus Notes, Microsoft Office 2007, Sabre, Saturn, Amadeua, etc.
• Places orders for all desktop/laptop additions, deletions, exchanges, and moves at existing office locations
• Follow procedures to report and track outages.
• Support for VOIP telephone systems.
• Maintains security and compliance standards
• Responsible for facilitating desktop/laptop hardware and software upgrades using SCCM.
• Installation of all company approved software upgrades to desktop and/laptop equipment
• Handled 30-35 calls per day.

Help Desk/Desktop Support

Confidential

Responsibilities:

• Provided help desk, remote access and deskside support for users. Assisted with installing new software, troubleshooting network and application problems and performed one-on-one training.
• I was responsible for device image build, post image configuration and deployments of standardized hardware to all corporate end users. I also worked with recycling vendors for proper disposal of devices as they reached end of life.
• Troubleshooting Windows XP, MS Office, Exchange servers and printers.
• Performed account administration in Active Directory. Creation of standardized user objects, assignment to group objects, audit of ACL settings, assignment of home drive mappings and password complexity rules.
• Managed and resolved problems that came in through the IT mailbox.
• Assisted with Phase I of the migration of users to Active Directory.
• Management of hardware and software

Call Center Analyst

Confidential

Responsibilities:

• Provided support for Confidential Software and Applications products for external and internal customers.
• Troubleshoot, research, and resolve remedy tickets for escalated issues with Confidential and hardware applications products.
• Remotely Installed and configured network clients within a LAN and WAN environments.
• Basic Database support

Call Center Analyst

Confidential

Responsibilities:

• Resolve problems on the phone for Windows XP/2000/98, Lotus Notes, VPN and printers.
• Route tickets to the appropriate group for calls that cannot be resolved under “First Call”.
• First level technical phone support for over eleven thousand users.
• Experience with Peregrine ticketing system and dispatching to on-site technicians along with outside vendors for repair.
• Managed severity 1 and voicemail queues.
• Diagnosed PC, hardware and network systems.
• Provided feedback to users on current system problems and communicated the closure of an incident to the customer regardless of the solution.
• Reset passwords for several applications including Novell, Lotus Notes, NT,AT&T, VPN, Mainframe, etc.
• Worked with Console One, Netware Admin, Usermanager, and IManager.
• Activation of Blackberry devices.

Senior Network Security Analyst

Confidential

Responsibilities:

• In addition to the functions listed under Confidential ’s Health System
• Worked on security for specialized projects including setting up Security for the new Windermere facility and restructuring the shared drive mappings for Retail Pharmacy. Primary support for Pharmacy Meds Manager and Healthquest upgrade.
• Worked on desktop standardization for Desktop 2000
• Set up new mail accounts in Active Directory for Outlook. Moved mail for transferring customers.
• Use Console One and VNC, to troubleshoot user’s problems remotely.
• Provided end-user support for security problems 24/7. 19,000+ users.
• Created user id’s and passwords needed to access the hospital’s networked and mainframe systems, i.e., Links, Novell, HBO, AS/400, Microsoft Mail, Windows 2000, Outlook, etc.
• Processed mainframe change controls in TSO
• Provided Internet and firewall access for hospital personnel.
• Worked on security for specialized projects including moving 60 Home Health Care users and 20 Medical Records personnel.. Also primary support for Pharmacy Meds Manager.
• Set up new mail accounts Outlook. Moved mail for transferring customers.
• Set up printers and print queues.
• Used Console One and VNC, to troubleshoot user’s problems remotely.
• Provided end-user support for security problems 24/7. 2500+ users.
• Created user id’s and passwords needed to access the hospital’s networked and mainframe systems, i.e., Links, Novell, HBO, AS/400, Microsoft Mail, Windows 2000, Outlook, etc.
• Provided Internet and firewall access for hospital personnel.
• Participated in the updating of the computer virus software on 1400+ computers
• Worked on security for specialized projects.
• Set up mail accounts for Msmail and Outlook.
• Set up printers and print queues.
• Used Remote Console, to troubleshoot user’s problems.
• Management of hardware and software