SUMMARY

• Dynamic management and entrepreneurial business professional with a 20+year experience of achievement in technology and profitability through a focus on team building, advanced technical skills, training, and strong customer experience.
• Strong Virtual Cloud Environment, Desktop Support and Administration skills from Tier II and Tier III, and management levels in IT Field Support.
• Possess strong skills with Windows 7/8, Virtual Cloud Environment, VMware, VCenter, Dameware, CPSM, Exchange Environment, Citrix Environment, Solarwinds, Server Upgrades virtually, Active Sync, Active Directory, Lotus Notes, VPN, Blackberry, Android, and iPhone configuration, Fortinet Authenticator Token Sync, IT Analyst, and Desktop Administration.
• Ensure SLAs are met according to policies and company standards.
• Passionate about building strong productive teams committed to legendary customer service, process and protocols, and creating SOPs. Received certifications in CompTIA A+ and HDI.
• Consistently recognized as a top performer; therefore, promoted as manager in less than 90 days.
• Exceptional organizational and planning skills; handpicked by company leadership to assist with the Department of Finance and Career Services to help increase student payments and job placements by implementing career fairs and recruiting.
• Superior verbal and written communication skills. Easily interacts with executives, peers, staff, customers, and vendors. Chosen to sit on Kaplan s Deep Dive Board with top executives in the company to share ideas on how to move the business forward.
• Led 150 students and 12 staff instructors to achieving his or her CompTIA A+ certifications the first time of taking the two - part exams. Success rate was 100%.

AREAS OF EXPERTISE

• Strategic Planning
• Team Building
• Expense Control
• Productivity Improvement
• Time Management
• Recruiting and Training
• Technology
• Relationship Building
• Retention
• Networking Administration
• Motivation
• Instructing
• Project Management
• Problem Solving
• Desktop Administration
• Communication
• Management
• Team Lead Management

TECHNICAL SKILLS

Operating Systems: Windows 95/98/NT 4.0/2000/2003/ XP/Vista/Windows 7/8/10, Novell Netware, and MAC machines

Networking: LAN/MAN/WAN, TCP/IP, Ethernet, T1/T3, VPN, Remote Desktop, Networking protocols on wiring standards, Virtual Cloud, VMwareVCenter, CSPM, Solarwinds Citrix Receiver, and Citrix XenApp

Applications/Tools: MS Office Suite 2003/2007/2010-2013 , RingCentral, Agility, AS400 Infinium, Barracudas, Citrix Studio, Citrix Director, Zoho Vault, ARM Dashboard, Vcenter, Vmware, Dameware, AppsAnyplace, CPSM, NetApp, Nakivo, Sharefile, Foritauthenticator Remote Desktop Manager, VDI, Visio, Project, Crystal Reports, Lotus Notes, MS Exchange, O365, CSPM, Barracudas, Tivoli, Veritas Back-up, CITRIX environment, VNC, XenApp, Adobe Acrobat / Reader, Active Directory, Active Sync, Lotus Notes, NetApp, Nakivo, Norton and E-Trust Anti-Virus, Windows Defender, and Ghosting

Hardware: PC / server assembly and repair, laptop repair, hardware imaging, printer mapping, HP printer maintenance and repair, Video Conference, Cisco routers/switches/hubs, KRONOS Clock, 3COM hubs and Office Connect units, Grand Stream, Avaya, Nortel and Cisco telephony systems, network drops, CAT3/CAT5/CAT6 cabling, network tone generator

Tracking Tools: Web Helpdesk (support.appsanyplace.com), Remedy, Peregrine, Tivoli, Heat, Science Logic, Altiris, ServiceNow (SNOW), and FootPrints

Development Tools: Java (embedded and standard)

PROFESSIONAL EXPERIENCE

Confidential, Marietta, GA

Technical Support Analyst

Responsibilities:

• Provided 1st, 2nd, & 3rd level technical support to end users with hardware and software issues.
• Handled all IT invoices thru various vendors for IT needs thru accounts payables.
• Ensured all IT invoices were processed to bring all accounts current.
• Imaged Lenovo ThinkCentre and Lenovo ThinkPads for users thru Confidential .
• Assisted Mac and iPad users with Cisco AnyConnect and basic troubleshooting.
• Configured Cisco AnyConnect for mobile users.
• Troubleshot the Agility application for users when they cannot access the application.
• Ran a server script for users who were getting a temporary profile in their RDP sessions.
• Work in Active Directory to give permissions, extend account dates for contractors, reset network passwords, and added to groups.
• Used AS400 to check for IT invoice payments thru Infinium.
• RingCentral Admin for softphones users.
• Mapped requested network drives to the user s PC.
• Used GoToAssist (Fast Support) or Skype to work remotely into a user s PC.
• Troubleshot peripherals such as printers, scanners, monitors, telephones, etc. for end users.
• Assisted end users with issues with Excel spreadsheets through Power BI.
• Trained end users on how to work around Agility issues.
• Assisted users with Microsoft Office and Acrobat products.
• Worked closely with the Data Center and network team when issues needed escalation.
• Troubleshot and isolated network outages thru the Meraki Dashboard.
• Monitored bandwidth per site when users are having network lag issues.
• Closed 98% of tickets on 1st call resolution.

Confidential, Baltimore, MD

Remote IT Support Consultant

Responsibilities:

• Provide support remotely to end users with updates and installs.
• Serve as an O365 admin for the users.
• Create new user accounts in Active Directory.
• Provide password resets and unlock accounts.
• Basic level I & II support.

Confidential, Houston, TX

Remote Senior IT Support Engineer-Lead

Responsibilities:

• Gave and removed full mailbox access to users per clients request through remote desktop services
• Archived, moved mailboxes over to a network folder before deleting from temp files.
• Rebooted Exchange server services when server is at full capacity.
• Worked with Active Sync for mobile devices such iPhone, iPads, and Androids.
• Archived mailbox through the Exchange Server.
• Increased drives space in the Cloud Environment.
• Created and disable accounts in Active Directory.
• Unlocked accounts and change passwords in AD.
• Active Sync resets on Android and iPhones
• Set up and create tokens and new users in Fortinet.
• Setup Outlook mailbox remotely.
• Ensured all SLAs are meeting metrics that have been set.
• Took part in war bridge calls when a Severity 1 or 2 issues are affecting a client s whole network.
• Performed image pushes in the Citrix environment.
• Ensured all processes of a call have been documented properly for future reference.
• Created training tools to download in Sharefile for the employee knowledge base.
• Performed RingCentral Meetings training to all support desk analyst on new procedures virtually.
• Watched trending on servers that may cause possible priority 1 issues.
• Trained new employees on the desk
• Watched the networks for various companies that are outsourced to BTG
• Used Remote Desktop, Director, and Citrix Studio to fix client issues virtually.
• Used Barracuda to whitelist or blacklist email domains.
• Communicated with clients through Web Helpdesk when performing task to resolve issues.
• Ensured to follow up will all clients to ensure issues are working or if more actions need to be taken.
• Created and tracked all trouble issues thru ServiceNow (SNOW)
• Worked from home on various shifts.

Confidential, Houston, TX

IT Support Technician

Responsibilities:

• Provided 1st level support tall medical staff and patients within the M.D. Anderson hospital system.
• Used remote access to complete account setup with Lotus Notes, adding network printers, and solving issues that may require hands - on approach.
• Assisted other co-workers in solving helpdesk issues.
• Attended Knowledge Training Sessions weekly to stay updated on all new IT practices
• Assisted Blackberry and iPhone users configure email through Exchange Server.
• Helped VPN users access the Confidential network from home.
• Worked with Novell, Citrix, and Active Directory for various accounts.