SUMMARY:

• Formal and specialized training in Computer/Electronics Technology, Computer Hardware and Software; Microsoft Certified Professional, A+ Certified Professional.
• Strong background in PC and Server installation, maintenance operations
• Skilled in diagnostics and evaluations, troubleshooting and problem resolutions
• Resolving technical issues for high - tech service organization
• Procedure writing, office automation, developing/designing/creating instructional materials

COMPUTER SKILLS PROFILE INCLUDES:

Computers: Lenovo, Dell and HP PC desktops and laptops and other compatible pc’s Macintosh Powermacs, PowerBooks, HP Proliant Servers, IBM DS3400 San Servers HP laser jet printers, Canon, Ricoh, and Xerox multifunction devices

Systems: Windows XP, Windows 2000 Windows 7, Windows 8, 8.1 and 10, ESX 6.0 and 6.5 Windows 4.0 Server, Server 2003, 2008 r2, Server 2012 r2, Mac OS 9 and 10

Programs: HP Systems Insight Manager (HP SIM), MS Systems Center Operations ManagerVMware vSphere, 4.0, VMware Horizon View Client and Horizon View Administrative Console, VMware vrealize Operations Manager v6.0, EMC Avamar, Citrix Presentation server 4.5.2, Citrix Xen App 6.0, 6.5 and 7.0, Citrix Delivery Console, Citrix access management console, Microsoft Active Directory, Exchange Management Console, Outlook Server 2003 - 2013, Office 365, MS Office, 2007, 2010, 2013, MS Skype for business, Bomgar, Go to Meeting, Citrix GoTo Assist, App Sense Environment Manager, Adobe Reader, Adobe Acrobat,, McAfee Antivirus, BMC Remedy IT Service Management suite v 7.6.04, Service Now, Windows Sysinternals Tools, Symantec Ghost, Acronis

PROFESSIONAL HIGHLIGHTS:

SR DESKTOP SUPPORT TECHNICIAN

Confidential, Bethesda, MD

Responsibilities:

• Provide customer service and quick resolution of technical issues for NIH employees and scientists
• Support Tier 2 on - site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, iPads and associated peripherals
• Troubleshoot and resolve issues involving Microsoft Windows, macOS, desktop applications. collaboration tools:, shared drives, email and other technologies
• Support Microsoft Office 365 and Active Directory products
• Uses Service Now to document solutions in a clear and accurate manner so that resolutions are pushed to the lowest level
• Serve as company liaison with customer on administrative and technical matters.
• Responsible for the overall management of specific task assignments, ensuring that the technical solutions and assigned schedules are successfully completed in a timely Manner
• Configure and install desktop and laptop computers following standard procedures Isolates and resolves technical problems with individual computers, answers user questions about hardware and software, completes special projects and assignments

SENIOR TECHNICAL SUPPORT REPRESENTATIVE

Confidential, Owings Mills, MD

Responsibilities:

• Research, diagnose, troubleshoot and resolve customer issues regarding Confidential Products
• Support customers during demonstration, installation, configuration and tuning of their environments
• Provide prompt and accurate feedback to customers
• Effectively present and articulate complex technical issues and concepts to customers and internal teams
• Document all activity and communication according to company standards
• Participate in regular support team meetings

SYSTEMS/NETWORK ADMINISTRATOR

Confidential, Columbia, MD

Responsibilities:

• Assists in the efficient utilization & optimization, of Windows servers in the Virtual & Citrix environments
• Is responsible for the implementation and hands - on support.
• This includes but is not limited to Installation, troubleshooting and the coordination of service of all physical HP servers
• Provides 2nd level day to day support for the CareFirst Server operations team for Citrix Xen app 6.0 and 6.5 server farms, Citrix published applications, Windows physical and virtual servers utilizingCitrix Delivery console, VMware vSphere Console, and View virtual workstations
• Responsible for monthly patching and updating of all Windows, Citrix servers with updates provided by Microsoft
• Provides 1 week 24/7 support to the Carefirst Data Command center in support of any server alertsserver related issues, citrix and citrix published applications issues on a 10 week rotation
• Responsible for monitoring and responding to any server alerts from HP System Insight managerMS Systems Center Operations Manager and VMware vcenter
• Responsible for configuring and building racks for all physical servers to include Uninterruptable Power
• Supply installations and existing rack UPS upgrades
• Perform investigation and troubleshooting using remote tool citrix go to assist to resolve end user issues with citrix connectivity and citrix published applications

SR. WORKSTATION SUPPORT ANALYST

Confidential, Charlotte, NC

Responsibilities:

• Remotely manage user and computer network accounts utilizing Microsoft Active Directory
• Design, build, support, troubleshoot and maintain desktop/laptop images (XP and Windows 7) utilizing Microsoft Deployment Toolkit 2010
• Update Images with service packs, security patches, and drivers as well as keeping image documentation up to date
• 3rd level on site and remote computer troubleshooting and problem resolution utilizing Bomgar, Windows
• XP remote assistance, and Windows Remote Desktop Protocol when necessary
• Responsible for 3rd level support and problem resolution for Microsoft Internet Explorer 8
• Responsible for creating and modifying Window XP and Windows 7 registry files when necessary to troubleshoot and resolve operating system and application problems
• Responsible for opening up case resolution tickets with Confidential Vendors and suppliers such as:
• Microsoft, Lenovo, and Intel. Working with vendors and suppliers until a problem resolution is achieved
• Assist with reviewing and maintaining local and network group policies for Confidential computer users
• Responsible for thin client (Wyse and HP) configuration for Confidential prove it out pilot testing on Citrix Xen App server 6.5.
• This includes working with virtual desktops and shared hosted desktops

IT SYSTEMS TECHNICIAN

Confidential, Charlotte, NC

Responsibilities:

• Remotely manage user and computer network accounts utilizing Microsoft Active Directory
• Manage, create and administer Microsoft Exchange email accounts on Exchange 2003 and 2007Exchange servers remotely and on site
• Perform Windows Server, Windows 7 desktop and laptop Installations and configurations on customer networks
• Remote computer and server configuration, troubleshooting, and installation of software utilizing
• VMware vSphere client, logmein, VNC Viewer, and citrix assist
• Update, configure and administer citrix servers and citrix users utilizing citrix management consoleVNC viewer and VMware vSphere client
• Responsible for the deployment and backup of desktop and laptop images utilizing Acronis
• Perform Antivirus installations and updates for all supported servers and workstations
• Assist with building, configuring and deploying IBM servers and SAN devices
• Monitor Service Desk help line and assist customers in resolving computer, server and network problems
• Assists with router, patch panel and cable installations to include pulling cat 5 cable and making the appropriate terminations on punch down terminals, wall plates and rj45 connectors

IT SUPPORT ANALYST

Confidential, Charlotte, NC

Responsibilities:

• Manage user and computer network accounts utilizing Microsoft Active Directory
• Perform Windows Server 2003, Windows XP desktop and laptop Installations and configurations on company network
• Remote computer configuration, troubleshooting, and installation of software utilizing Intuit Track - It software
• Responsible for maintaining desktop and laptop images and keeping software versions at current standards
• Responsible for procurement, installation, and maintenance of all network printers and multifunction equipment
• Responsible for the delivery /moving of desktops, laptops, scanners, printers, ect.
• Serves as first point of contact for all Confidential support calls and resolves or escalates calls to team members
• Work with clients configuring and installing Blackberry and Smart Phone devices to interface with the Confidential network and Microsoft Exchange server
• Assists with updating the inventory database, various documentation and instructions pertaining to desktop and laptop issues
• Assists with router, hub installations and network troubleshooting