SUMMARY:

Accomplished hands - on IT professional offering over 17 years’ experience in information technology, encompassing management, technical training, development, testing, and delivery of results-oriented solutions that meet or exceed customer-driven expectations. Possess exceptional communications and collaboration skills to lead and work effectively with diverse groups.

TECHNICAL EXPERTISE:

Software: Windows 95/ ME/XP/Vista/Win 7/Win 8/Win 10/Win 2000/Server 2003, 2008 & 2012/VMWare, MacOS, Microsoft Office 97-2016, Office 365, McAfee EPO and Symantec Endpoint 8.8

Hardware: Cisco, Procurve, 3Com/H3C switches and routers, HP Wireless controllers & access points, laptops & workstations & servers (Compaq, Dell, HP, IBM, Microsoft), Raid, SCSI, SAS, Printers, iPads, iPod Touches Mac Books, Androids, Tablets, Netbooks, Nokia and Palm pilots, Blackberrys, Avaya and Cisco VoIP phones

Network/Protocols: LAN/WAN, TCP/IP, DNS, DHCP, SMNP, FTP, TELNET, VPN, ICMP, IGMP, TFTP, VoIP, QOS, PoE, ISP, Ethernet, Fiber

PROFESSIONAL EXPERIENCE:

Confidential, Indianapolis, IN

Lead Project Deployment Manager

Responsibilities:

• Provide daily updates to project team on deployment/post deployment status
• Assist in supervision, mentoring and guidance of Windows 10 project deployment technicians
• Provide daily training and meeting fo
• Assist with internal communications
• Project planning with project manager
• Work with Altiris resources on image and deployment and/or issues
• Provide second and third level troubleshooting and support of desktop-related issues post migrations
• Escalate issues to project manager
• Be aware of and follow company IT and security policies
• Assist in documenting FAQ/How-To guides if needed
• Managing the IT Technician team
• Troubleshooting IT related issues at the desktop level and assist other IT teams as directed
• Provide PC desktop hardware, software, application and local network connectivity support
• Installation and testing of new hardware, software and applications
• Documentation of all internal site hardware/software/licensing at the desktop level
• Research and provide recommendations for integrating new technology and methodologies for improving PC desktop support

Confidential, Indianapolis, IN

Desktop Support Specialist

Responsibilities:

• Process ticket requests through Autotask
• Follow up with customers, provide feedback and see problems through to resolution
• Office 365 deployments and migrations
• Installation, configuration, troubleshooting, and support of Microsoft and Apple Operating Systems
• Troubleshoot VoIP and various phone systems
• Install, troubleshoot, upgrade and maintain computer hardware and software.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Firewall Rule Management, Port Translation, Quality of Service, and Network Protocol Routing
• SQL Server Database Maintenance, Backup, Restore and Upgrade Procedures
• DNS in Active Directory and Hybrid/Cloud Environments
• Preserve and grow your knowledge of help desk procedures, products and services
• Recommend procedure modifications or improvements

Hardware Supported: Microsoft Surface Pros, Dell laptops and desktops, Xerox and HP printers, Polycom, Yealink and Cisco phones

Applications/Protocols Supported: Windows 7/10, Mac OS, Office 365, Autotask, Microsoft Azure, Active Directory, LAN/WAN, TCP/IP, DHCP, DNS, ICMP, VPN, VoIP, ISP

Confidential, Indianapolis, IN

Lead Project Engineer

Responsibilities:

• Project Lead Engineer on a companywide computer Windows 7 and McAfee VirusScan Enterprise 8.8 refresh projects; utilizing Microsoft SCCM, Configuration Manager Console and Active Directory to configure, assign and deploy 6500+ desktops/laptops.
• Offered a contract position at project completion.
• Supervised team members and partnered with scheduling and deployment team leads to ensure on time delivery.
• Implementation, Configuration & Maintenance of McAfee EPO, Symantec Endpoint and Data Loss Prevention (DLP) software.
• Installation of McAfee AV and DLP agents and updating client systems on daily basis.
• Tier 2 technical support, asset management and software deployment for desktop and laptop users throughout the Confidential headquarters and surrounding plants in Indianapolis.
• Troubleshoot and repair onsite Avaya phone service issues for end users.
• Troubleshoot and repair onsite and remote network connectivity issues for end users.

Hardware Supported: Dell Laptops and desktops, Xerox and HP printers & Avaya VoIP phones

Applications/Protocols Supported: Office 2010, Windows 7 , McAfee VirusScan Enterprise 8.8 SCCM, Configuration Management Console, Active Directory, LAN/WAN, TCP/IP, DHCP, ICMP

Confidential, Carmel, IN

Service Desk/Desktop Support Analyst

Responsibilities:

• Provided first line support by troubleshooting IT related issues from software to hardware, such as iPads, Laptops, PCs and printers; works toward a high level of FCR (first contact resolution).
• Provided technical assistance with Novell, Office 365 & 2013, and Microsoft products (especially Outlook, Windows 7, 8 & 10), Novell LDAP Manager (password resets, LDAP user and group modifications and VNC remote control).
• Provided daily support for any AV-IT related equipment.
• Resolved problems, performed upgrades, and maintained end users’ Mac computers.
• Triaged network issues such as DSL broadband/ISP and Redux issues.
• Provided in-house training of MS Office 365 & 2013 applications (Word, Excel, Outlook, PowerPoint) for internal staff.
• Salesforce, WorkPlace and 4DX user and group modifications.

Hardware Supported: HP laptops, desktops, Surfaces, iPhones, iPads, Mac Books, Android & Redux devices

Applications/Protocols Supported: Office 2013 & 365, MAC OS, Novell iManager, Salesforce, 4DX, WorkPlace, Windows 7, 8 & 10 , LAN/WAN, TCP/IP, ISP, ICMP, POS

Confidential, Evansville, IN

Service Desk Specialist

Responsibilities:

• Provided technical assistance with Citrix, Office and Windows products (especially Outlook), Active Directory (password resets, AD users and groups modifications, SCCM (remote control).
• Provided technical services in support of project work; worked with project teams to implement defined technical activities, such as distributing new personal computers or developing new software, in accordance with established guidelines and procedures.

Hardware Supported: Dell Laptops and desktops, MIFIs, iPhone and Android phones

Applications/Protocols Supported: Office 2010, Windows XP and 7 , Citrix, Active Directory, SCCM, Remote Desktop, LAN/WAN, TCP/IP, ISP, ICMP

Confidential, Alpharetta, GA

Network Engineer

Responsibilities:

• Held multifaceted responsibilities to configure, install and troubleshoot network infrastructure and Avaya and Cisco telecommunication systems for internal and external HP warranty and mission-critical customers.
• Provided desktop, configuration and phone support for software and hardware.
• Responded to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
• Monitored and diagnosed network traffic and performance using router debug commands.
• VLAN and voice configuration, switch port configuration, layer two and three networking, VoIP and QOS.

Hardware Supported: Cisco, Procurve, 3Com/H3C switches and routers, HP Wireless controllers & access points, laptops, workstations & servers (Compaq, Dell, HP, IBM), Avaya and Cisco VoIP phones

Operating Systems Supported: Windows XP, Vista, Win 7, Win 2000, Server 2003, 2008 & 2012, VMWare

Software Supported: Windows Terminal Server, Putty, MS Office Suites (1997, 2003, 2007, 2010, 2013), Intelligent Management Center (IMC), Remote Desktop

Network/Protocols Supported: LAN/WAN, TCP/IP, DNS, DHCP, SMNP, FTP, TELNET, VPN, ICMP, IGMP, TFTP, VoIP, QOS, PoE, ISP, Ethernet, Fiber