SUMMARY:

• Proven track record in a Technical support Analyst, Desktop Support Analyst, IT Support Analyst with excellent hands on experience in Windows, UNIX and Linux platform.
• Excellent hands on experience in diagnosing and troubleshooting PC’s and other peripherals.
• Experience performing root cause analysis of unique client side issues and Active Directory account maintenance
• Familiar with the networking protocols and concepts with experience supporting large distributed PC network in a mixed Active Directory, classic Windows Domain and Novell Netware network
• He is a local with CompTIA A+ and available immediately.

TECHNICAL SKILLS:

• Intel x86 based servers & minicomputers
• Apple Macintosh minicomputers and servers
• Storage (RAID (SATA and SCSI) & DASD) iOS (iPhones/ipad) devices
• BlackBerry handheld devices
• WYSE Thin Clients
• MS Windows client (version 8 and previous)
• MS Windows server (NT 3.5 through Server 2008 R2)
• MacOS (system 7.x through 10.x)
• RSA SecureID (server / client)
• Microsoft Exchange / Outlook
• Active Directory ( )
• Citrix MetaFrame (1.8/XP) / Presentation Server
• BlackBerry Enterprise Server (BES - ver. 4.1)
• Microsoft System Center (SCCM)

PROFESSIONAL EXPERIENCE:

Confidential, Mechanicsburg, PA

Technical Support Analyst

Responsibilities:

• Support of the Confidential enterprise environment (Windows 7 / XP)
• Account unlocks and resets (password reset and account re-enable)
• PKI management
• Application support (local and Web based)
• Application performance and connectivity troubleshooting
• Root cause analysis of unique client side issues
• Trouble ticket creation, modification and resolution (Remedy ARS)
• Knowledgebase article creation and modification (Remedy ARS)

Confidential, Mesa, AZ

Windows 7 Migration Team Lead

Responsibilities:

• Systems inventory and upgrade suitability evaluation
• Image application and end user configuration
• Image / upgrade failure analysis and remediation
• Project tracking, forecasting and reporting
• Team supervision (four technicians/rollout team)

Confidential, Mechanicsburg, PA

Desktop Support Analyst

Responsibilities:

• Configuration and support of Desktop and Notebook systems in a distributed environment
• Windows 7 beta tester, prior to Enterprise rollout of the new operating system including application compatibility testing.
• Deployment of Windows 7 to end user population including data migration and non-standard application testing and mitigation.
• Cisco VPN support
• Security response/virus remediation
• Active Directory account maintenance
• Break/Fix support for desktop/laptop systems
• BES/Blackberry configuration and support
• Laptop encryption deployment and support (Guardian Edge)
• Pre-deployment application evaluation and testing (Windows XP)
• Development and testing of simple scripting (to address specific issues in the Desktop environment)

Confidential, Harrisburg, PA

IT Support Analyst

Responsibilities:

• Configuration and maintenance of Citrix Presentation Server farm
• Security and incident response for a distributed 150 seat environment
• Break/Fix support for servers/workstations/laptop systems
• Windows Server 2003 maintenance (incl. patch management/updates, emergency restarts)
• Active Directory account setup and maintenance (including Exchange 2003)
• Storage analysis and maintenance (DASD, RAID)
• Account creation and maintenance (EHS Care Revolution Practice Management System, aka EHS)
• Implementation of electronic dictation/transcription system (part of move to Federally mandated EMR)
• PC image library development and maintenance
• Backup solution implementation and maintenance
• Specification, testing, configuration and implementation of Windows XP based, Window 7 capable portable computing platform (Lenovo X200 Tablet PC’s; Citrix Client; dual VPN solution)

Confidential, New Holland, PA

Network and Desktop Support Analyst

Responsibilities:

• Windows XP image development, maintenance and deployment
• Lotus Notes and Domino server support
• Server-side database installation and maintenance (including VM Ware and some SQL work)
• Security Policy development
• Ant-virus/anti-malware remediation
• Platform standard development and implementation

Confidential, York, PA

Technical Support Analyst

Responsibilities:

• Remote and local support of a large distributed PC network in a mixed Active Directory, classic Windows Domain and Novell Netware network
• Cisco VPN connectivity support
• RSA SecureID management and support
• Account unlocks and password resets (Netware / Active Directory)
• Remote system administration using Microsoft SMS and Novell Console One

Confidential, York, PA

TECHNICAL SUPPORT ANALYST

Responsibilities:

• PC refresh project (including data migration) in an Active Directory/Windows XP enterprise environment.

Confidential, Wilmington, DE

Technical Support Analyst

Responsibilities:

• Remote (telephone) support of a large distributed mixed PC and Macintosh network (40% PC/60% Macintosh) including all facets of Enterprise mini-computer support
• Active Directory administration including account creation, deactivation, rights assignment/modification and maintenance
• Password resets (Active Directory and PeopleSoft)
• PeopleSoft account creation and administration
• Remote system administration using LANDesk and Timbuktu
• Cisco and Juniper SSL VPN support
• RSA SecureID account support and maintenance
• Adobe InDesign, InCopy and K4 support
• Lotus Notes client support
• Palm Treo support (including OTA re-provisioning)

Confidential, Springhouse, PA

Systems Analyst

Responsibilities:

• Sole support provider for non-validated laboratory instrument computers at the Confidential &JPRD Research and Early Development laboratories at the Spring House, PA site.
• Install and upgrade standard and non-standard lab system computers, operating systems and vendor software
• Installation, configuration and maintenance of Waters Company programs including NuGenesis SDMS and MassLynx
• Moves, adds and changes to both network and non-networked PC's and computer peripherals
• Configuration and maintenance of printers
• Installation and configuration of SCSI instrumentation including scanners, flow control devices, counters and scintillation recorders
• Installation and maintenance of bar code scanners and Zebra brand bar code printers.
• Maintenance of OS patch levels (Windows XP)
• Maintenance and upgrade of Red Hat Linux based MRI instruments (Bruker)
• Installation and configuration of anti-virus software (McAfee Enterprise 8.0i and AsAP)
• Diagnose login and network problems
• Hardware break-fix support
• Maintenance of asset inventory database
• Enforcement of all local and worldwide security policies
• Monitor request and incident queue (Remedy-based system); close and document ticket activity.

Confidential, Langhorne, PA

Technical Support Analyst

Responsibilities:

• Technical Support for mixed Domain/Workgroup distributed network
• Network connectivity diagnostics
• New user setup on Unix/Pick based system

Confidential, Orlando, FL

Technical Support Analyst

Responsibilities:

• Supported full range of Confidential products including RAID, SATA and SCSI controllers, IEEE1394 (Firewire) and USB 1.1/2. on all operating systems including SCO Unix, Netware, Windows (NT/2000/2003) and Red Hat family OS’es
• Help Desk update (Remedy).
• “Best effort” support of attached SCSI, USB and IEEE1394 devices including digital video recorders, scanners, RAID enclosures and tape backup devices
• Review and maintenance of internal and external (customer facing) knowledgebase

Confidential, Harrisburg, PA

Technical Support/Help Desk

Responsibilities:

• Telephone (call center) support for third largest ISP in United States' broadband (Cable and ADSL) customers
• Troubleshooting connection and OS issues for Windows and Macintosh clients (all OS versions)

Confidential, Conshohocken, PA

Technical Support Analyst

Responsibilities:

• Support of a Windows XP Professional and Windows 2000 (Professional and Server) network with some Macintosh exposure, including Office 2000, Lotus Notes (5.x/6.x)
• Account creation and maintenance
• General Help Desk duties.

Confidential, Mechanicsburg, PA

Desktop Support Analyst

Responsibilities:

• Desktop support for the existing ("as is") network
• Support for the existing Notes/Domino messaging structure
• Support of the new (NMCI) desktop environment, including Palm OS and Blackberry devices

Confidential, Lancaster, PA

PC ANALYST

Responsibilities:

• Supported post-migration (Windows 95 to Windows 2000) users, devices and programs in a small (125 node) office and clean-room manufacturing environment

Confidential, Harrisburg, PA

Help Desk Technician

Responsibilities:

• Support of a small (85 node) Windows NT/Windows 2000 network

Confidential, Orlando, FL

Senior Desktop Support Analyst

Responsibilities:

• Level I/II/III Help Desk and desktop support of an 850 node mixed PC/Mac network (onsite), and 200+ remote PC notebooks.
• Monitored SAN space utilization across multiple volumes.
• Monitored and responded to virus/malware incursions and potential threats.
• Formulated and applied client-side network security during development and rollout of Windows 2000 Professional image to 200+ remote and executive and 200 in-house users.
• Developed, updated and maintained Windows 95(B) and Windows 2000 Professional desktop and notebook images
• Initiated development of new Windows XP image for new notebooks and desktops in preparation for a Q3, 2002 - Q2, 2003 migration
• Lead the Beta test of Microsoft's Office Mac 2001 (for Microsoft) at Harcourt, Inc.
• Expanded sourcing for maintenance and emergency replacement parts and systems
• Served as back-up to Sr. Network Administrator, assisting in tape backups, emergency server restarts and general system maintenance;