SUMMARY

• Professional with 10 years of experience helping clients to better run their core - business by enabling them to manage constant technology change, and mitigate the risks associated with WAN/ Network communications. Fixing things create a more production environment, making daily activities more pleasant. As I enjoy fixing thing which have gone awry, and helping people in a way, I am always kept busy.
• Performed installation, configuration, administration and design of Windows 2003 domains in an enterprise network environment including installation and configuration of WINS, DNS, DHCP, as well as allocated IP addressing schemes.
• Advanced troubleshooting skills, focused on enterprise-level net and teaming working equipment consisting of multiple servers, routers, switches and other high-end equipment.
• Implemented exchange 2003 services, performed administration of user accounts, installed and configured backup systems, ISA, Active Directory Services, designed hierarchical information structures using organizational units, domains, and sites.
• Created trust relationships, and implemented security through Group Policy Objects.
• Created multiple locations Distributed File System & configured redirection of documents and other folders.
• Installed and configured VMware as virtual server with Windows 7, 2003 server, XP, 7, 8, and Vista at the desktop level.
• Configured, installed operating systems and network troubleshooting on iMacs.
• Deployment desktop and laptops, and maintain the inventory of laptops and desktops.
• Install, maintain, and support client hardware and software.

TECHNICAL SKILLS

OS & Enterprise Apps: Windows 2003 Server, Exchange Server, Active Directory, DNS, WINS, DHCP, Remote Desktop, and IIS.

Connectivity & Hardware: Firewalls, routers, switches, wireless, Ethernet, Fast Ethernet, Cable/DSL modem, WAN, LAN, TCP/IP, VPN, UPS, FTP

Laptop/PC/Programming: Windows 95/98/2000/XP/VISTA, 7, 8, Dreamweaver, Microsoft Suite, Different Browsers, Scanners, Desktop, Network Printers, HTTP and C++ coding.

PROFESSIONAL EXPERIENCE

Confidential

Senior Desktop Support Engineer

Responsibilities:

• Manage a routine of system upgrades on windows 7 Pro
• Manage Iphone corporate profile using the MAAS 360
• Imaged and deployed Dell and MAC laptops and desktops with Windows 7 Pro
• Excellent troubleshooting and problem resolution skills include remote support (China, France & domestic) as a part of Level 1-2, service desk & provide communications to clients and management.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop help sheets and frequently asked questions lists for end users.
• Applied diagnostic utilities and access software updates, drivers, knowledge bases, and other resources to aid in troubleshooting, problem resolution and post-resolution quality checks.
• Administrated Office 365 online and offline
• Identify and ensure proficiency with all software and hardware used and supported by organization.
• Field incoming service desk requests in a prompt and courteous manner documenting all pertinent end user information while building a positive rapport and eliciting problem details from customers.

Confidential

Senior Desktop Support Engineer

Responsibilities:

• Performed a routine of system upgrades from windows 7 to windows 7 ultimate/ 8/8.1/ or 10
• Created full process documentation on how to set up or upgrade old or new machine.
• Imaged and deployed Dell laptops and desktops with Windows 7 Pro/8/8.1/ or 10
• Excellent troubleshooting and problem resolution skills include remote support as a part of a Level 1-2, service desk and provide communications to clients and management.
• Ability to prioritize work related tasks and perform as a member of a quick response user team.
• Ability to adhere & commit to deadlines and resolve issues as a team or working independently.
• Install, maintain and support client hardware and software.
• Support the increased utilization of helpdesk issue tracking system
• Record, track, and document the help desk request problem-solving process.

Confidential

IT Support-Network Technician

Responsibilities:

• Performed routine system administration activities such as adding/modifying/removing user access, installing upgrades and patches, maintaining backups and restores, maintaining spreadsheets, HW/SW ordering, etc.
• Ensure IT controls are in place and effective to satisfy internal policies and regulations.
• Help to fulfill requests ranging from employee moves to software installations.
• Supported multiple sites.
• Ability to multitask and triage in a fast-paced environment and results oriented.
• Technical Experience: Windows OS, MacBook, OSX, Microsoft Office Support, Desktop Imaging, Mobile devices - iPhone, iPads, Androids, etc
• Knowledge of remote control technologies (i.e., RDC, Dameware, Apple Remote Desktop)

Confidential

IT Support-Network Technician

Responsibilities:

• Built virtual servers.
• Worked on printers converting them from static to DHCP.
• Reported on errors and issues on servers.
• Performed monthly patching on windows non-prod environment.
• Successfully implemented printer conversion within six months considering that FRB had been working on this for over 2 years

Confidential

IT Technician

Responsibilities:

• Excellent troubleshooting and problem resolution skills include remote support as a part of a Level 1-2 service desk and provide communications to clients and management.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Ability to adhere & commit to deadlines and resolve issues as a team or working independently.
• Install, maintain and support client hardware and software.
• Deploying desktops and laptop, and maintaining the inventory of laptops and desktop.
• Maintain database for problem and change management activities for desktop systems.
• Deploying desktops and laptop, and maintaining the inventory of laptops and desktop.
• Installed and configured Windows XP and 7 at the desktop level.
• Worked with PCs and iMacs.
• Installed SBAC Secure browsers on each System.
• Installed and configured printer to the network.
• Troubleshoot the wireless network for all the school in the district of San Leandro CA.

Confidential

Infrastructure Engineer

Responsibilities:

• Maintain database for problem and change management activities for desktop systems.
• Deploying desktops and laptop, and maintaining the inventory of laptops and desktop.
• Installed and configured Windows 7 and XP at the desktop level.
• Identify and fix any acute availability, scalability, and performance issues
• Implement infrastructure improvements for longer term system health and scale
• Build and use tools to monitor system stability, detection of anomalies, and early warning signs of degradation of service
• Install, maintain and support client hardware and software.