SUMMARY

• Solutions - focused professional with over 20 years experience providing rapid and client-focused technical support in global enterprise environments. Demonstrating the capacity to identify root causes and implement effective solutions. Adept at articulating complex technical terms to users of varying technical understanding.
• Well versed in a variety of common operating systems, applications and hardware with a proven ability to master new challenges, tools and technologies quickly. Outstanding interpersonal strengths and leadership illustrated by earned integrity and recognition.
• Well versed in Global IT leadership, compliance, SLA, KPI, ITIL practices, executive support, customer service, consulting and project management.
• Video and audio presentation setup, troubleshooting and support.
• Operating systems up to Windows 10, Linux, UNIX, VMWare, AS400, MAC OS, Server up to 2012 and Exchange 2013.
• Ticketing systems SysAid, SysAid administration, Remedy, ServiceNow, Track IT and Heat.
• MS Office Professional versions up to 2016 and Office 365.
• Mail Clients up to Outlook 2016, Postini, Exchange Server and Lotus Notes.
• Active Roles Support, Active Directory, Group policy and NetWare Administration.
• Information Security removal and prevention of virus, spy ware and malware, firewall management, anti-virus and data encryption with Bit Locker, Sophos including McAfee EPO, MobileIron.
• Inventory life cycle management from procurement, tracking and disposal of corporate IT assets.
• Disaster and data recovery planning and implementation.
• Mobile devices, tablets, smartphones and PDA for Apple IOS, Android also Blackberry Server installations and support.
• Remote Access VPN, Nortel and CISCO.
• Hardware Desktop, Laptop and Kiosks DELL, IBM, Lenovo, HP and other major brands.
• VoIP Telephone CISCO Call Manager, Unity and AVAYA.
• Imaging windows platforms using LANDESK, SCCM, Drive Image Pro, Ghost, Altiris, Image X, RIS deploying all OS up to Windows 10.
• Software deployment LANDESK, SCCM, Altiris, SMS, CA and Tivoli.
• SAP support and administration.
• Technical writing composing and updating SOP documentation to current standards and providing end user training.
• Web Developing, MS Front Page, Dream Weaver and FTP server account management.
• Troubleshooting cabling installations, switched ethernet, routing, network connectivity and wireless technology.

PROFESSIONAL EXPERIENCE

Confidential

Infrastructure Engineer Lead

Responsibilities:

• Serving as single point of contact for KEMET Fort Lauderdale office technological needs.
• Providing onsite technology support for executive management and a rapid growing staff of over 160 onsite and over 6,000 global employees, supporting Office 365, Windows 10 on DELL and MAC hardware in addition to supporting staff and board of director’s meetings.
• Providing direct white glove support to CEO and executive staff both onsite and offsite for all technology needs and on call 24/7/365.
• Providing onsite and remote support to Fort Lauderdale, Greenville, SC staff throughout US and worldwide.
• Responsible for bringing local vendors for facility and technology needs and maintaining vendor relationships.
• Responsible in local decision making of technological updates and advances.
• Providing support to Swedish Consulate for their technological needs.
• Created IT Policies for new acquisitions and mergers.
• Working on migration from Windows 7 to Windows 10.
• Monitor and work tickets from Client Infrastructure Que.

Confidential

Senior Desktop Support Manager/Supervisor/Global Sysaid Administrator/Change Management Coordinator

Responsibilities:

• Served as Interm Service Delivery Manager overseeing the work of 10 service desk engineers, approving IT Purchases, hiring and training new hires and ensuring Corp Service Desk is meeting SLA KPI and business requirements.
• Served as Global Sysaid Administrator providing full administration globally to ticketing system.
• Provided 1st, 2nd and 3rd level support globally to employees and consultants both onsite and remotely with 24/7 n call rotation.
• Served as LANDESK Administrator, updating corporate images, deploying software and keeping track of inventory.
• Served as supervising lead in overseeing and guiding the work of desktop support professionals ensuring coverage during working hours and after hours, then successfully transferred 1st level support to Costa Rica Shared Service Center.
• Implemented new standards, structure and work ethics for overall improved customer satisfaction.
• Worked with team members to improve escalations, deficiencies and 1st call resolution.
• Followed up on escalations with 3rd level support to provide problem resolution within SLAs.
• Served as Change Management coordinator for LATAM and Corp conducting bilingual weekly change meetings and approving or disapproving changes not following guidelines.
• Worked with MacAfee EPO, MobileIron, Windows XP, 7 and 8 in addition to MAC OS and Office 2007/2010/2013.
• Mastered configuring and troubleshooting IP Phones and WebEx issues using Cisco Call Manager, Unity and Meeting Place.
• Provided administration for BES accounts and worked out issues concerning connectivity both domestically and abroad.
• Worked with ARS on active directory and exchange. Troubleshooted issues with rights and group policy.

Confidential

Systems Engineer Lead

Responsibilities:

• In charge of deploying Sophos encryption software to LATAM Division laptops for Avnet.
• Setup laptops for encryption by backing up data and troubleshooting obstacles in the deployment of Sophos Data Encryption for Windows and Mac laptops.
• Worked in resolving complicated undocumented issues requiring significant modification of the Windows registry in order to resolve conflicts with McAfee EPO and Sophos Encryption software.
• Worked with Active Directory on resolving issues with workstations and end user accounts.
• Worked with SCCM updating images and software packages.
• Provided Sophos encryption training and documentation to Latin America’s onsite support team members.
• Performed on site Desktop Support and training for Windows XP, MAC OS X, VM Ware, Avaya, SAP and Office 2007.

Confidential

Senior IT Systems Analyst

Responsibilities:

• Providing local and remote 24/7 support to Executive, Midstream and Upstream internal clients in Windows XP/7 and Office 2003/2007/2010 , Apple Iphone, Ipad, Blackberry and Android environments.
• Took charge in updating and managing corporate images for HP laptops and desktops from Windows XP to Windows 7 and used SCCM to create, advertise and deploy images.
• Created and administrated accounts in AD and Exchange 2010.
• Configured Cisco IP phones with Cisco Unified Call Manager by adding new IP phones and Polycoms, updating current phones and troubleshooting phone and voicemail issues.
• Managed hardware inventory lifecycle by purchasing new hardware and software as required and disposing retired hardware. In addition, to keeping track of licensing.
• Created a loaner laptop pool to manage the increase need for readily available laptops on short notice.

Confidential

Senior Desktop Support Analyst

Responsibilities:

• Provided support according to Confidential policy at the Upstream Research Company.
• Received much appreciation in demonstrating professional customer service and leadership while resolving complex problems unique to the Upstream Research Company and Confidential .
• Initiated participation for ground work for Pilot B testing of Windows 7 imaging, deployment and specialized in supporting and troubleshooting GME workstations.
• Providing local and remote 24/7 support to Executive, Midstream and Upstream internal clients in Windows XP/7 and Office 2003/2007/2010 , Apple Iphone, Ipad, Blackberry and Android environments
• Handled complex licensing issues and compliance of none core applications and manual installs by communicating with software vendors or Confidential ’s software procurement division located in Brazil or Houston.
• Collaborated with DELL and HP onsite support concerning break fix request for high end desktops, laptops, printers and plotters.
• Took charge in updating and managing corporate images for HP laptops and desktops from Windows XP to Windows 7 and used SCCM to create, advertise and deploy images.
• Demonstrated proficiency in supporting the development team running Windows XP/7 32 or 64 bit, Lotus Notes migration to Outlook, SAP, Web Applications, VPN, Remedy 7, Visual Studio 2008, Office 2010 and more.

Confidential

Workstation Deployment Lead

Responsibilities:

• Responsible in managing the single point of contact for final deployment of new computers in SYSCO corporate.
• Received the “One degree difference award” in demonstrating excellent collaboration in achieving results.
• Built up the deployment team’s integrity by streamlining processes resulting in faster deployments, while improving quality installs and user confidence.
• Managed post install support for local and remote deployments, inventory tracking and disposal throughout asset life cycle, substitution for Desktop Support Team, hardware break fix and resolution for product problems with external vendors.
• Proficient in supporting Windows XP, Vista, Outlook, Office 2007, Lotus Notes, SAP, Web Applications, VPN, Remedy 7 Crystal Reports and Business Objects.
• Tracked installs with Remedy 7, Imaged with Ghost, Image X, RIS, OSD and worked with Active Directory in assuring users had appropriate access levels based on Group Policy.