TECHNICAL EXPERTISE:

Systems: Windows (all versions including 7), MS Server 2000 and 2003, MS Windows, NT 4 Server, Novell Networks, VMware, Linux, AIX, MAC OS8 - X, Active Directory & Exchange Server

Software: MS Office (all suites), MS Project, MS Front Page, MS Visio, Microsoft SMS, GroupWise, Lotus Notes, Norton Ghost, Scopus, Remedy, Citrix, Corel Suite, LanDesk

Network Security Tools: Intrusion Detection Systems: Manhunt, Dragon, Source Fire Firewalls: Black ICE, Sygate

Protocols: TCP/IP, FTP, SNMP, SMTP, ICMP, RIP v2, OSPF, HTTP, DNS, DHCP, IP v4, PPPoE, ARP

Web Browsers: Internet Explorer, Mozilla Firefox, Netscape

Technology Tools: Smart Phones, I-Phones, Androids, I-Pads, Blackberry.

PROFESSIONAL EXPERIENCE:

Desktop Support Analyst

Confidential, Las Vegas, NV

Responsibilities:

• Provide installation and support on Cisco routers
• Manage IBM Rack Servers independently
• Image PCs using Norton Ghost Application
• Evaluate, install, operate and conduct preventative maintenance on personal computers and peripherals
• Develop and implement plans for hardware and application installations or upgrades
• Respond to escalated trouble tickets via Remedy Ticket system
• Trouble shoot and repair or reports hardware and application problems in a Windows XP environment
• Recommends technical, policy, and procedural changes to resolve recurring issues
• Evaluate and/or prepare technical specifications, proposals, documentation, training, and related materials
• Confer with departmental management to determine personal computer needs and recommend appropriate hardware and application solutions
• Consult with vendors for pricing and availability of computer related equipment and application
• Specifies file management and data storage policies
• Seek and gain knowledge in new technologies
• Troubleshoot Novel connectivity issues
• Rectify printer/copier/fax problems
• Used Novel to remote to users to provide and application installation
• Used Active Directory to add PCs, hardware & users as well as unlock passwords
• Installed and provided troubleshooting for MS Office 2007 and 2010
• Provided exceptional 1st response customer service

Technician

Confidential, Washington, DC

Responsibilities:

• Installed new hardware, including system boards, CPU’s and LCD’s in Confidential laptops and desktops.
• Maintain notes inside of custom ticketing system and close tickets.
• Provided exceptional 2nd response customer service.

Lead Technician

Confidential, Atlanta, GA

Responsibilities:

• Coordinated contracted computer installations in a Windows XP environment
• Supervised and trained technicians
• Provided network support to company clients
• Managed, installed and uninstalled PC hardware and application
• Installed network printers
• Installed Cisco VOIP phones
• Provided exceptional 1st response customer service.

Technician

Confidential, Atlanta, GA

Responsibilities:

• Installed new Confidential printers, multifunction devices & copiers.
• Created daily Excel reports for asset removals and installs.
• Provided exceptional customer service.
• Audit Migrated Windows Server 2003 & 2008 servers for company compliance.
• Prepared Excel audit reports.
• Provided exceptional customer service.

Desktop Support Technician

Confidential, Atlanta, GA

Responsibilities:

• Migrated PC’s Windows XP to Windows 7 using client created image disc.
• Troubleshoot 3rd party application issues with migration.
• Resolve migration issues with client specific databases.
• Provided exceptional customer service.
• Reinstalled applications after migration.

Desktop Support Technician

Confidential, Philadelphia, PA

Responsibilities:

• Recover a PC damaged in a Windows 7 upgrade
• Recovered damaged files and .pst profile
• Provided exceptional customer service.
• Reinstalled applications after migration.

Desktop Support Technician

Confidential, Philadelphia, PA

Responsibilities:

• Recovered Data from PC’s damaged in fire
• Reimage and deploy hardware into a Windows XP environment.
• Setup PC’s in Active Directory
• Inventory equipment
• Establish network in new facility
• Provided exceptional 1st response customer service.

Desktop Support Supervisor

Confidential, Jacksonville, FL

Responsibilities:

• Confer with departmental management to determine personal computer needs and recommend appropriate hardware and application solutions
• Consult with vendors for pricing and availability of computer related equipment and application
• Provided exceptional customer service.
• Evaluate and/or prepare technical specifications, proposals, documentation, training, and related materials
• Manage a staff of desktop technicians that includes, 6 FTE, 1 PTE & 1 Intern
• Plans, organizes, coordinates and manages Windows based environments & technological resources for City Hall and all Public Libraries
• Managed City Training Department’s e-learning application.
• Write and execute VB scripts
• Opened new tickets in CA Unicenter ticketing system.
• Push system patches and scripts using SMS
• Creating Zenworks connectivity to Windows & MAC PC’s on Novel/Windows network
• Supported and maintained MAC OS X systems including Office for Mac application.
• Configured iOS on iPhone devices
• Configure TCP\IP connections & network routing on Cisco equipment
• Manage HP Windows servers independently
• Administer and troubleshoot Pharos System & Database
• Create base PC images using Norton Ghost Application
• Resolve Citrix connectivity issues
• Install and troubleshoot fiber cable installs
• Provide security analysis for public PCs in the Library System
• Conduct Security Forensics on public PCs during security incidents
• Manage resources in Active Directory
• Evaluate, install, operate and conduct preventative maintenance on personal computers and peripherals
• Develop and implement project plans for hardware and application installations or upgrades
• Respond to escalated trouble calls from users
• Trouble shoot and repair or reports hardware and application problems
• Recommends technical, policy, and procedural changes to resolve recurring issues
• Specifies file management and data storage policies
• Train users on standard and customized application including MS Office, WordPerfect, spreadsheet file transfer, file extract, database, etc.
• Provided rotational Call Center relief.
• Assisted with VMware server migration project.
• Used various applications to access systems via remote such as VNC Remote & Novel.

Desktop Support Technician

Confidential, Jacksonville, FL

Responsibilities:

• Provide basic network needs and manage servers independently
• Administer and troubleshoot Pharos System
• Manage resources in Active Directory
• Image PCs using Norton Ghost Application
• Manage administration of Mac OS X hardware with Office for Mac application.
• Evaluate, install, operate and conduct preventative maintenance on personal computers and peripherals
• Develop and implement plans for hardware and application installations or upgrades
• Respond to escalated trouble calls from users
• Opened new tickets in CA Unicenter ticketing system.
• Trouble shoot and repair or reports hardware and application problems
• Recommends technical, policy, and procedural changes to resolve recurring issues
• Evaluate and/or prepare technical specifications, proposals, documentation, training, and related materials
• Confer with departmental management to determine personal computer needs and recommend appropriate hardware and application solutions
• Consult with vendors for pricing and availability of computer related equipment and application
• Specifies file management and data storage policies
• Train users on standard and customized application including MS Office, WordPerfect, spreadsheet file transfer, file extract, database, etc.
• Seek and gain knowledge in new technologies
• Troubleshoot Novel connectivity issues
• Rectify printer/copier/fax problems will IBM, HP & Lexmark printers
• Setup & repair Cisco VoIP Phones
• Provided exceptional 3rd level customer service.
• Provided rotational Call Center relief.
• Assisted with VMware server migration project.
• Used various applications to access systems via remote such as VNC Remote & Novel.

Micro Computer Specialist/ Help Desk

Confidential, Jacksonville, FL

Responsibilities:

• Resolved multiple issues to network systems to increase business functionality
• Answered incoming support calls
• Troubleshoot Novel connectivity issues
• Provided documentation of analysis and resolutions
• Assisted with desktop imaging and support
• Manage resources in Active Directory
• Assisted with Enterprise Migration of Groupwise to Exchange
• Add & Remove users in Exchange
• Trained Help Desk staff
• Provided aid in resolving issues with Windows and Macintosh operating systems
• Helped users resolve problems with Citrix and Microsoft Office application
• Offered network support for users of government agency application
• Opened new tickets in CA Unicenter ticketing system.
• Provided exceptional 1st response customer service.
• Used various applications to access systems via remote such as VNC Remote & Novel.

Computer Aided Engineer

Confidential, Jacksonville, FL

Responsibilities:

• Provided high speed internet support in a call center environment.
• Answered incoming support calls using custom ticketing system.
• Provided documentation of analysis and resolutions.
• Provided aid in resolving Windows & Macintosh OS issues.
• Provided exceptional 1st response customer service.
• Used various applications to access systems via remote.

Instructor

Confidential, Arlington, VA

Responsibilities:

• Instructed several classes on Introduction to Networking
• Instructed lab classes on Windows Server & Active Directory
• Administered lab instruction for networking and Linux

Help Desk Analyst

Confidential, Washington, DC

Responsibilities:

• Reset passwords
• Answered incoming support calls in a call center environment.
• Provided documentation of analysis and resolutions in Remedy ticket system.
• Provided aid in resolving Windows XP & Macintosh issues.
• Provided exceptional 1st response customer service.

Help Desk Analyst

Confidential, Washington, DC

Responsibilities:

• Provided network support to clients
• Answered incoming support calls in a call center environment.
• Provided documentation of analysis and resolutions
• Provided aid in resolving Windows & Macintosh issues
• Provided application support for users of a government agency application
• Used LanDesk to remote to PCs
• Resolved issues with PeopleSoft and other custom application
• Provided exceptional 1st response customer service.

Security Analyst

Confidential, Vienna, VA

Responsibilities:

• Conduct Black Ice firewall maintenance
• Manage Intrusion Detection Systems
• Provided network support
• Answered incoming support calls in a call center environment.
• Provided documentation of analysis and resolutions in Remedy ticketing system.
• Provided troubleshooting for Cisco VPN users
• Assisted in installation of application for Cisco VPN via remote access.
• Provided aid in resolving Windows 98, 2000 and XP & Macintosh issues
• Provided network support for users of a government agency Cisco VPN
• Provided exceptional 1st response customer service.