TECHNICAL SKILLS

Operating Systems: Microsoft Operating Systems - DOS, Windows 3.11, 9x/ME, NT4.0, Windows95, 98, 2000 Professional, ME, XP, Windows Vista, Windows 7, Windows 8.1, Windows 10, Office365, Windows Server 2003-2016 and MAC OS X.

Applications & Programs: ServiceNOW, Kronos, IQMS, Microsoft - Office 1997-2016, SQL Server2005-2016,SharePoint Services, Exchange, BitLocker, Active Directory and Office 365. IBM/Lenovo- Lotus Notes, Lotus Domino and Lotus Sametime. Symantec - Altiris, Backup Exec 9.0-2015, Endpoint Protection and Corp. Anti-virus and Symantec DLO. Intuit - QuickBooks Pro/Ent 99-2008, Quicken 97-2009, Nuance - eCopy, PDF Reader, PDF Converter and Dragon. VNC - Server, Client and Protocol. Adobe - Reader, Flash, Acrobat, Dreamweaver, Creative Suite and Creative Cloud.

Remote Desktop Software: Ultra VNC, WebEx, GoToMyPC, Citrix XenApp, Bomgar, Microsoft Remote Desktop, Apple Remote Desktop, Apple Screen Sharing, Chrome Remote Desktop, TeamViewer and RealVNC.

Virtualization: Microsoft Virtual Server/PC, Hyper-V, VMware and XenApp.

CRM: SAP, Salesforce, InfusionSoft, NetSuite and Microsoft Dynamics.

Server/Workstation Brands: Cisco, HP, Acer, Intel, Oracle, Dell, Alienware, Gateway, Asus, IBM,Lenovo, Micron, Avatar, NEC, Super Micro Computer and custom-builds, Confidential MFPs and other products, Amazon Locker and Amazon Hubs, IPA scrubEx and alEx automated scrub and linen dispensers, Confidential Interactive White Boards.

Infrastructure Vendors: HP, SonicWall, Cisco, Fortinet, Linksys, D-link, Netgear and Symantec.

Portable Devices: Experience with Palm, Treo, Blackberry, iPhone OS and Android OS.

Storage and Backup solutions: DDS, LTO1-4, DLT, B2D, NAS, SAN and Backup LAN. Tape Drive library experience building and implementing with Lenovo, Oracle, HP, Dell, Quantum and Sony systems

PROFESSIONAL EXPERIENCE

Confidential

Technical Support

Responsibilities:

• Contracted by Mondo Recruiting. Provided second level help desk technical support for Confidential field service technicians in an innovative, collaborative work environment utilizing phone, chat, text, video and email communication methods.
• Ensured high-level customer satisfaction by analyzing problems pertaining to technologies sold or supported by clients, including Amazon Lockers and Amazon Hubs, IPA scrubEx and alEx automated scrub and linen dispensers, Confidential Interactive White Boards, etc.
• Utilized high level problem solving using technical knowledge and collaboration to support Confidential field service technicians with completing service calls for various products.
• Utilized team collaboration, knowledge management system, diagnostic tools, service aids, product schematics, point-to-point diagrams, and all other available product information in the assessment and resolution of equipment failures or issues.

Confidential, Morrow, GA

Instructor for Computer Systems Technician (CST) program

Responsibilities:

• Department chair for program.
• Provide instruction for CST program which prepares them for A+ certification and provides hardware/software knowledge required for support roles.
• Provided networking and network troubleshooting instruction. Met with advisory board to keep curriculum current and aligned with industry needs.
• Advised students regarding course and career. Authored and administered quizzes, tests, study materials, etc. for students to supplement formal texts and course materials.

Confidential

Onsite Client Resource/Support Analyst

Responsibilities:

• Worked at managed service provider providing world class technical support.
• Assigned as dedicated client site (Builders Insurance Group) resource to handle all IT needs and assist in managing business relationship.
• Supported primarily Windows/VMware environment.
• Supported all applications including legacy applications. Utilized Active Directory and VMware Management Console to provisioned, assign and manage user profiles.
• Managed Exchange server as well as several servers in on site data center.
• Worked directly with IT Director to ensure that IT environment is functional and all issues are resolved in a timely manner.
• Directly supported CEO and other C-Level employees.
• Managed vendor relationships and service contracts.
• Used Service Desk for ticketing.

Confidential

Quality Assurance Lab Technician/Analyst

Responsibilities:

• Was responsible for maintaining equipment, environments, and peripherals (e.g. scan guns, pin pads, scanners) for all staging and testing labs throughout the Confidential campus.
• Staged primarily Windows-based POS/retail service clients (e.g. POS systems/ registers, self-checkout systems, remote attendant platforms) for quality assurance testing for software/hardware prior to deployment to production.
• Worked with engineers, project managers, managers and directors to resolve environmental issues that led to failures and deployment delays.
• Provided insight into environmental issues (e.g. network issues, server issues) that impacted QA testing.
• Managed workload via SharePoint based ticketing system.

Confidential

Assistant Project Manager

Responsibilities:

• Subcontracted to plan, configure and install a wireless network on charter high school campus.
• Configured and deployed 25 iMac workstations for computer lab. Configured and deployed 25 MacBooks.
• Configured wireless enabled pushcart for MacBooks.
• Configured router and wireless access points to ensure uninterrupted coverage throughout campus. Worked with vendors and contractors as necessary to ensure completion of project on schedule.
• Presented to Confidential MAC leadership throughout project for status updates, to ensure that expectations were being met, and to ensure that all resources were in place for project