PROFESSIONAL SUMMARY:

IT Support Professional with over ten years of experience in analysis, remote and on - site support, installation, configuration and troubleshooting for various technologies. Skilled in training users in software technologies. Strong written and verbal communication skills, self-motivated, self-managed, result oriented, practical, always looking to learn and contribute

KEY SKILLS

Windows (XP, 7, 8, 10), VM WAMS

Windows 2003/2008/2012 R2 Servers SDWI Vnext (SCCM) Software deployment

Network Printer Server management Software issue identification/troubleshooting

Windows and Server Migration MS Office

Laptops, desktops, printers Powershall scripting

Network troubleshooting SAP (SRM)

JIRA Software Licensing

Network Security - McAfee Monitoring QIP Network IP - MAC managing and scanning

Diagnostic tools support (Inca, Monaco, Mathwork, LAN- VPN- DHCP- TCP/IP Vector and Tasking Tri Cori)

PROFESSIONAL WORK EXPERIENCE:

Desktop Systems Specialist - IT Operations & Engineering Services

Confidential, Redford, MI

Responsibilities:

• Performed technical support, troubleshooting and maintenance of network equipment, installed and upgraded software and hardware equipment
• Responsible for file share migration between servers and managed them through PowerShell script
• Provided software licensing application support, configuration and installation into VM application servers
• Responsible for VOIP (Cisco) purchasing, configuration, canceling and maintaining phone number d Confidential base
• Installed and reinstalled software and patches manually and deployed them through SDWI / Vnext (SCCM)
• Performed Level 2 support for technical issues and provided support and training for level 1 support
• Monitored machines clients and servers through McAfee and managed the IP network through QIP tool
• Responsible for managing network printers in print server
• Provided support in Windows 7 clients migration to Windows 10
• Responsible for maintaining file servers, Ethernet networks as well troubleshooting, solving VPN connectivity issues
• Provided onsite and remote support via phone, e - mail, Skype and Remote Desktop protocol (RDP)
• Installed and supported engineering applications (Inca, Monaco, Mathwork, Vector and Tasking tri cori)
• Provided network share access to share drives folders, reset password, add / delete machines in Active Directory
• Assigned, escalated and updated tickets (JIRA, Sharepoint) with pertinent troubleshooting information and ensured all tickets are processed and removed from queue in a timely matter
• Responsible for incidents Installation, Move, Adds, Changes, De-installations (IMADs) windows/email account in WAMS and Admin. Net (Active Directory)
• Provided software Break-Fix and coordination services and hardware Break-Fix services laptops, desktop, printers and audio-visual
• Imaged, canceled, and reassigned laptops and desktops through IT-Shop and SDWI / Vnext (SCCM)
• Provided services to users such as (VPN, Mobile Iron, Admin right, Email sync for cell phone via IT Shop
• Responsible for hardware and software asset management (procurement, documentation, decommissioning) and $250k of hardware inventory

Help Desk and Network Support Specialist

Confidential

Responsibilities:

• Provided helpdesk support via phone, email & onsite with end - users; evaluated and prioritized incoming requests
• Configured, maintained and troubleshot network systems, Cisco routers and switches
• Performed a variety of remote and on-site troubleshooting and diagnostic tasks including virus removal, internet security, wireless network setups, laptop setups and upgrades with latest versions of software applications
• Responded to requests and assist end users in resolving computer related problems ( Hardware and Software)
• Provided day to day operations including technical support and verified network connection
• Resolved network failures & technical problems with Local Area Networks (LAN)
• Installed, troubleshot, configured & maintained hardware and software in physical and virtual environments
• Implemented, configured, and troubleshot various routing protocols such as EIGRP, OSPF, RIP
• Provided technical training on hardware, software and networking for 150 users annually

Help Desk and Desktop Support Technician

Confidential

Responsibilities:

• Installed, modified, and repaired computer hardware and software; utilized diagnostic tools to resolve and troubleshot variety of software/hardware issues across multiple platforms, including Window PCs
• Escalated calls, emails and problems to the next level of support when required
• Provided remote and on - site desktop/helpdesk support including installation, monitoring, application and imaging support for 90 users; responded to users inquiries to ensure all technical issues had been resolved
• Enabled file and printer sharing for office clients; setup networks and printer hardware
• Supported PC related problems from Windows based applications; removed viruses, spyware from infected computers and troubleshot computer problems for 90 users
• Educated 40 end users annually regarding software solution problems by answering questions, troubleshooting problems, interpreting operation instructions, and communicating policies