SUMMARY:

Acomplished Senior Lead IT System Engineer with over sixteen years of progressive industry standard skills including, developing IT departments, network infrastructures, How to Manuals for employees and non - technical users, and Knowledge Base Authoring. Dedicated and resourceful lead IT professional focused on end user’s satisfaction and ensuring a positive working environment.

SKILL:

Testing/ Defect Management Tools: Quality Center 10.0/ALM 11.0, QTP, Jira, Bugzilla and Crossbrowsertesting.com

Help Desk Ticketing Tools: Altiris, Kaseya, Remedy, Heat, Spice works, Zen desk, ZOHO, SLACK, Service Now, and Bomgar.

Robotics: Lidar, Ballbot, RVIZ

Tier Support Levels: 1st to 3rd Technical to Non-Technical End Users Remote Support

Network Monitoring Tool: Lan Sweeper

Database: Oracle 10g, 11g and MS SQL server, MS Access

Operating Systems: Win XP WIN 7, Win 8, Win 10, Windows 2008, 2012, 2016 Server, IOS and Android, Toad, Ubuntu

Languages: SQL, PLSQL, Python

Confidential Tools: MS Office Suite (Word, Excel, Power Point, Outlook), MS SharePoint, Visio, and MS Project Confidential Mac book iMac iPhone Diagnosing Troubleshooting and repair

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Enterprise Hardware/Software Field Support Engineer

Responsibilities:

• Provides software, hardware and networking support for enterprise companies assisiting the C-level executives and working closly with the IT departments
• Handle All IT-related support personally by setting appointments and setting the clients expectation with a SLA adherence policy
• Performs day-to-day activities required to distribute application and software packages using IBM end point manager to end user hardware. Ensures all hardware are within compliance of the common operating environment, identifying and remediating discrepancies
• Provides information and data utilized for asset reporting
• Completes overall patch/release management as well as ensures all packages are deployed efficiently and as transparently as possible
• Troubleshoots related issues for users and performs problem resolution in regard to related service requests. Provides subject matter expertise on issues and tasks related to the remote distribution of packages

Confidential, Atlanta, GA

Senior Lead IT Specialist

Responsibilities:

• Conducted the hiring and of IT technicians for various projects within Confidential project
• Lead the hands and eyes of Technical support analysts to ensure effective performance of job duties
• Acting as the 2nd and 3rd level escalation contact before creating tickets for senior technical engineers
• Lead all desktop and helpdesk support tickets face-to-face, online, email, and remote support
• Ensured techs has all of the required hardware, software, knowledge and tools to effectively provide support to users
• Created systems and leadership of onboarding process of new hires for all employees and executives.
• Developed and routed new equipment procurement, tracking, and inventory of assets and hand-off newly created system to onsite techs.
• Created leadership and mentoring program for exisiting college students before graduation
• Utilized the ServiceNow ticketing system to train and assist techs to maintain metrics KPI resolutions and SLA agreements
• Support on-going Tier 3 (engineering) customer support and all diagnostic activities software issues reported by IoT devices in production.
• Perform queries and automation to monitor the device logs and raise alerts when required.
• Assist engineering and individual engineers with data collection activities.
• Used networking tools to identify device connectivity issues, that monitor network logs and to proactively fix device authentication issues

Confidential, Atlanta, GA

Robotics Deployment Manager

Responsibilities:

• Perform daily data analysis and data visualization of robots’ mission critical inventory tasks
• Utilize Python programming to execute daily algorithms and commands for Ai robot inventory missions.
• Manage onsite customer relationships with multiple internal and external teams.
• Assist remote field support with on-site infrastructure, robot software set-up and support.
• Answer Wal-Mart’s customer’s daily requests concerning the robot.
• Install lithium ion batteries and perform minor and major repairs to robot hardware and software.
• Troubleshoot and diagnose robots onboard Wi-Fi and in store network issues with field support engineers.
• Break down and troubleshoot robots’ onboard Lidar radar detector.
• Utilize RVIZ 2-d 3-d mapping technology and Ballbot dashboard to monitor robot mission
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Install and perform minor and major repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Coordinate and work with third party support vendors in providing assistance to computer users for a variety of technical issues including networking, POS, end user computer hardware, communications and applications.

Confidential

Lead IT Service Support Engineer

Responsibilities:

• Coordinated enterprise-level Active Directory deployment; work with company-assigned business team contacts for Active Directory 2016 rollout
• Configured and maintained Active Directory and third-party software utilities, adhering to global system security and policy standards.
• Maintenance of Windows systems, including installation, and troubleshooting of Windows 7 and Windows 10 desktops and laptops while adding computers to the new domain.
• Administration of the Active Directory system for Team Members, adding and deleting users, creating and managing group policies, managing file share and security permissions.
• Managed and assisted employees through the onboarding process of Office 365 configuration of tools and processes.
• Configured Office 365 applications such as OneDrive for Business, SharePoint Online, and Skype for Business.
• Migrated old and new emails from Exchange server.

Confidential

Lead Service Tech

Responsibilities:

• Coordinate and schedule with third party support vendors in providing assistance to computer users for a variety of technical issues including networking, end user computer hardware, communications and applications.
• Lead monitor, and manage ticket queues, assign tickets to software engineers, internal, and external support

Confidential

Lead IT Consultant

Responsibilities:

• Developed, created, and managed extensive knowledge base of how to manuals for employees and all internal IT processes
• Utilized Active Directory to add new employees, change and create passwords, and domain permissions
• Determined the exact nature of problems for hardware, network, and application software issues for Presidents, VP’s, and sales team at corporate headquarters as well as remotely
• Supported Sales team internal and remote Sales engineers on Adobe Acrobat 11, Corel Graphics X7, Epicor, Office 2013, and proprietary software programs needed to generate proposal
• Created IT Disaster Recovery Plan from actual Network Outage

Confidential

Lead IT Service Operations

Responsibilities:

• Created and developed how to and knowledge base manuals for non-technical users and employees for software and hardware access
• Diagnosed Outlook errors via remote and in-person troubleshooting, archived employees pst files onto server for later retrieval
• Utilized Active Directory to add new employees, change and create passwords, and domain permissions
• Determined the exact nature of problems (1st to 3rd level support) for hardware, network, and application software issues for Presidents and VP’s located at corporate headquarters and remotely
• Supported RF telecom field engineers on a range of applications and software programs
• Utilized Acronis imaging platform to configure and embed company’s image onto hard drives

Confidential

Technical Field Service Contract Lead

Responsibilities:

• Assisted and updated how to manuals for field support team on software and hardware troubleshooting
• Received Confidential Outlook errors to diagnose and troubleshoot in-person or remotely
• Provide on-site support in respect of installation, maintenance, and repairs of software applications, servers, desktops, printers, and laptops
• Utilized Active Directory to add new employees, change and create passwords, and domain permissions
• Implemented Acronis ghosting platform to pull companies win 7 images onto laptops and desktops
• Setup and configure multiple server data centers for large scale fortune 500 companies
• Properly document all support calls and emails within specified SLA

Confidential

Flex Remote Support

Responsibilities:

• Utilized “P.A.I.R.” troubleshooting method: based on asking probing questions to ascertain the reason for the users call and the nature of the problem with their Confidential products
• Analyzed the information being provided based on the symptoms being described by the caller
• Isolated the root cause, and provided the appropriate instructions to resolve the customers issue
• Recognized and adjusted communication and interaction approach to accommodate all levels of customer’s experience, without compromising quality or the ability to provide support within a reasonable time frame
• Read and apply daily product notes and Confidential bulletins to ensure accuracy with support..
• Install diagnose and troubleshoot Promethean Whiteboards for Atlanta Public School system
• Troubleshoot and resolved hardware, server, internet connection, printer, and Confidential Office and application issues reported to the service desk in person and remotely
• Replaced or repaired defective parts and equipment
• Troubleshoot laptops desktops and chrome books in person and over the phone

Confidential, Roswell, GA

Senior Lead IT Support

Responsibilities:

• Assisted applications support team and developed systematic manuals on how to navigate new software implementation for Doctors and Nurses
• Installed Confidential Office and configured Outlook email form nurses and doctors in-person and remotely.
• Project assistant lead to Project Manager. Utilized Active Directory to add new employees, change and create passwords, and domain permissions
• Deployed Confidential blade servers, desktops, and printers throughout newly built Health Park
• Setup Confidential ’s Lytec EMR, PMR software on servers using server 2008, configured SQL database requirements for new office installation via remote
• Migrated hundreds of laptops from Win XP to Win 7 utilizing in person migration, and imaging from pixie server via Ethernet connection
• Implemented blueprints for network diagram and wiring closets
• Supported Doctors and Nurses for go live project