OBJECTIVE:

To obtain an IT Support position within an established organization that shares my values, ethics and offers the opportunity for lifelong learning and challenge.

SUMMARY:

• Installing, Configuring and Troubleshooting of Networking Equipment
• Routers and Switches.
• Managing and Maintaining the Servers, PC s, Routers and Switches.
• Implement Cisco IOS Firewall IDS Installed and configured workstations for IP/IPX based LAN
• Installed and configured DHCP Client/Server TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SMTP, FTP, TFTP) Virus Protection and Eradication
• Perform Troubleshooting end - to-end between the two sites
• Maintain documents of work perform during the day

COMPUTER SKILLS:

• DOS
• Cisco
• Linux
• Mac X
• MS Exchange
• MS Server 2000, 2003, & 2008
• MS SQL Server
• MS Windows 3.x, 9x, NT, 2000, XP, Vista, 7, 8, and 10
• Novell Netware
• UNIX
• WSUS
• Active Directory
• Altiris
• Asset Manager
• Cisco
• Citrix
• CRM
• Ghost
• Kaseya
• InstallShield
• LDAP
• McAfee
• MS ConfigMgr
• MS Deployment Toolkit
• MS Exchange
• MS Lync
• MS Office (all versions)
• MS Outlook
• MS SCCM
• Remedy
• SAP
• Secure ID Ace Server
• Service Desk
• SharePoint
• Tableau
• Tivoli Endpoint Manager
• Tivoli Service Desk
• Tivoli Softpack Editor
• VMware
• VoIP
• Windows Registry
• Visual Basic
• SQL
• UNIX
• Perl
• SSH
• HTML

EXPERIENCE:

Confidential

Field Engineer

Responsibilities:

• Windows 10 testing and support.
• Desktop Support issues (including all OS’s and software).
• Hardware Support issues (including all laptops, PC’s, printers, phones, tablets, switches, routers and servers).
• Network issues (including servers, routers, switches, and cabling).
• Manage all assets.
• Managed updates for all systems including servers, OS, and applications.
• Provided timely responses to queries, incidents and problems as defined in SLAs.
• Management and ownership of incidents throughout their lifecycle.
• Imaging and deployment of desktops and laptops.
• Responsible for all software installs and issues.
• Creating and managing user accounts, computers, and security groups.

Confidential

Senior Support Engineer/Tech Lead

Responsibilities:

• Helped grow the support team from 3 to 17.
• Moved our ticket tracking from MS Excel to CRM.
• Improved our uptime from mid-70% to an average of 99%.
• Network issues (including routers, switches and cabling).
• Manage all assets
• Managed updates for all systems including servers, OS, and applications.
• Provided timely responses to queries, incidents and problems as defined in SLAs.
• Management and ownership of incidents throughout their lifecycle.
• Created support documentation for use by the support team.
• Supported tools and associated software.
• Assisted in image creation and deployment.
• Imaging and deployment of desktops and laptops.
• Configuration and testing of all PC’s for customer sites.
• Responsible for all software installs and issues.
• Responsible for coordinating hardware support with 3rd party vendors.
• Creating and managing user accounts, computers, and security groups.
• Evaluated all possible upgrades in hardware (desktops, laptops, monitors).
• Worked in the UAT environment QA’ing software releases.

Desktop Support/Executive Support

Confidential

Responsibilities:

• Assisted in the process of bringing the once outsourced service desk back in house.
• Created support documentation for the knowledge base used by the service desk.
• Take all internal hardware/software and password calls.
• Manage all assets
• Assist with IMAC requests.
• Remote Access Support/VPN Support.
• Support tools and associated software.
• Management and ownership of incidents throughout their lifecycle.
• Provides timely responses to queries, incidents and problems as defined in SLAs.
• Creating images for all models of desktops and laptops.
• Imaging and deploying of desktops and laptops.
• Configuration and testing all of all desktops and laptops.
• Responsible for all Software installs and issues.
• Responsible for all Hardware issues.
• Responsible for all calls transferred from the Helpdesk.
• Creating and managing user accounts, computers, and security groups in Active Directory.
• File backup/restores using TSM.
• Office 2007 migration.
• Printer support.
• PDA’s (Blackberry’s) support.
• Evaluated all possible upgrades in hardware (desktops, laptops, monitors, printers, and PDA’s).

Confidential

Field Technical Support

Responsibilities:

• Configuration and testing all of all PC’s and laptops.
• Manage all assets
• Responsible for all Software installs and issues.
• Responsible for all Hardware issues.
• Responsible for all calls transferred from the Helpdesk plus Level 3 support.
• Network issues (including routers, switches and cabling).
• Servers (AD, backups, admin and maintenance).
• Telco add, modifies and troubleshooting.
• VPN Support.
• Printer support.
• PDA’s (Blackberry’s, Treo’s, and iPhones) support.
• Evaluated all possible upgrades in hardware (PC’s, laptops, monitors, printers, and PDA’s).

Confidential

Desktop Engineer/Software Packaging & Distribution/Mac Support

Responsibilities:

• Used Ghost to create and image our PC’s and laptops.
• Setup our desktop security settings with in group policy.
• Lead engineer in our migration from Windows 2000 to Windows XP company wide.
• Created the first Lab within BlueCross BlueShield so that developers could come in and test their new versions of software against our current image.
• Lead the project to package over 500 applications so that they could be deployed through the network and setup silent installs for our Desktop Support Team.
• Fielded all Level 3 calls that Desktop Support weren’t able to resolve.
• Evaluated all possible upgrades in hardware (PC’s, laptops, monitors, printers, and PDA’s).

Confidential

Desktop Support Lead/Executive Staff Support/Mac Support

Responsibilities:

• Lead Desktop Support in calls closed.
• Calls ranged from MS Office questions and problems, healthcare specialty applications (plus numerous other applications), hardware issues, PDA’s, printers, phones, VPN, networks issues, and everything in between.
• Fielded all Level 3 calls that Desktop Support weren’t able to resolve.
• In charge of migrating our Macintosh users to version X.
• Only Support person for all Executive Staff.
• Implemented a Disaster Recovery Strategy for Confidential ’s Executive Staff.
• Installed and configured Tivoli Desktop Manager for Executive Staff’s Disaster Recovery and backup.
• Upgraded the Executive Staff and their Administrative Assistants to Windows 2000 and Lotus Notes Release 5.
• Responsible for the Executive Staff on new corporate technologies.
• Redesigned the Productivity Management Information System Access database for increased flexibility of reporting and functionality.
• Level 3 Remote Access Support/VPN Support.
• Level 3 Tivoli Service Desk Support.
• Trainer for new Desktop Support personnel.

Confidential

Desktop Support/Desktop Support/Executive Staff Support

Responsibilities:

• Lead Desktop Support in calls closed. Calls ranged from MS Office questions and problems, healthcare specialty applications (plus numerous other applications), hardware issues, PDA’s, printers, phones, VPN, networks issues, and everything in between.
• Fielded all Level 3 calls that Desktop Support weren’t able to resolve.
• Responsible for testing Windows 2000 images.
• Developed the Desktop Support Call Tracking and Reporting Access database for daily problem management and resolution.
• Developed the Help Desk Feedback Access database to increase the Help Desk’s 1st Call Resolution percentage.
• Developed the Desktop Support Knowledge Base Access database to increase Desktop Support’s 24 hour call resolution percentage.
• Level 3 Remote Access Support/VPN Support.
• Level 3 Tivoli Service Desk Support.
• Trainer for new Desktop Support personnel.
• Recipient of the IS Unsung Hero .

Confidential

Help Desk Lead/Help Desk

Responsibilities:

• Implemented and developed the Help Desk Tivoli Problem Management Quality Audit Access database to increase first call resolution.
• Project Manager for the Help Desk New Hire Technical Assessment Access database used in the hiring process for the Help Desk and Desktop Support staff.
• Level II Remote Access Support/VPN Support.
• Level II Tivoli Service Desk Support.
• Trainer for new Help Desk personnel.