SUMMARY:

An adaptable and solutions - focused information technology professional with comprehensive expertise in system migrations/upgrades/implementations, technical/remote support, end-user, root cause analysis, troubleshooting, maintenance, rapid ticket response, and documentation. Possesses vast experience installing and supporting distributed environments, utilizing multiple operating systems and applications on servers/desktops. Excels at designing, implementing, and supporting various networking schemes and infrastructures. Leverages excellent communication and organizational skills to provide great customer service.

TECHNICAL SKILLS:

Platforms:: Windows 3.1x-10, Server/NT/ ; Azure Active Directory ( AD ) ; VMware; Avaya; Linux; TCP/IP; MPLS; VPN; VoIP

Hardware:: Fortinet Fortigate; Cisco switches/routers/phones; Avaya IP Office/phones; Dell; HP; IBM

Applications:: Microsoft Office Suite, Office 365; SharePoint; Various Antivirus/Backup Software; Symantec Ghost; pcAnywhere; TightVNC, Dell OpenManage; Citrix; Spiceworks; WhatsUp Gold, PRTG, SIEM

EXPERIENCE:

Confidential, Chicago, Illinois

IT Specialist

Responsibilities:

• Administer and maintain Cisco Unified Communication Manager
• Troubleshoot VoIP telephony issued from wiring to IP phones
• Implemented SD Wan solution for Company Wide Area Network
• Administer Network Infrastructure
• Assist IT Director
• Supervise Junior level IT staff
• Troubleshoot hardware, software, network and connections
• Implemented Security
• Standardized Windows 10 image
• Office 365 Administration
• Administer company SharePoint Intranet

Confidential, Chicago, Illinois

Analyst, Infrastructure Support

Responsibilities:

• Implemented project to virtualize data center through utilization of VMware, updating infrastructure, increasing efficiency, and reducing downtime.
• Performed virtualization of critical servers, including domain controller, security, accounting, voicemail, file, and print.
• Centralized data storage by utilizing Dell PowerVault solution.
• Implemented backup and disaster recovery solution through Sureline Sure dge appliance.
• Moved main data center/office, including planning and providing power, cooling, space, and cabling specifications for new location.
• Provided administration of LAN/WAN, voicemail, and security systems.
• Rolled out MPLS infrastructure to provide voice/data connectivity for main/remote offices.
• Migrated and upgraded servers from Windows Server 2000, 2003, and 2008 to Server 2012.
• Implemented Avaya IP Office solution, including migration from Nortel CS1000E phone system.
• Oversaw support for administering, installing, maintaining, and optimizing company IT infrastructure, including LAN/WAN and telecommunication systems.
• Designed and implemented wireless network solution for green initiative to reduce printing at corporate office.
• Managed third-party help desk to ensure quality of service and SLAs.
• Maintained, monitored, and supported corporate office and member remote data centers.
• Coordinated remote office consolidations and moves.
• Consolidated and maintained standard computer image.
• Implemented company-wide migration from Windows XP to 7.

Confidential, Chicago, Illinois

Senior IT Specialist

Responsibilities:

• Provided third-level support and to national help desk, field technicians, and 3,000 end-users.
• Managed remote support group responsible for improving national help desk, increasing customer satisfaction from 67% to over 95%.
• Spearheaded various IT projects, such as national consolidation of over 200 servers and field offices into 12 major regional locations.
• Increased uptime, failover, and redundancy of regional office data servers by proposing and implementing Vinca Co-StandbyServer solution.
• Served as IT team leader for company acquisitions and mergers.
• Installed, maintained, and monitored corporate network infrastructure.
• Standardized corporate network infrastructure from Cabletron to Cisco routers/switches.
• Set up Compaq/Dell servers with NetWare and Windows NT 4.0-2000, utilizing various fault tolerance methods.