Objective

As a Senior Systems Mobility Administrator position demonstrating organization customer service communication skills knowledge and abilities proven by over twenty years of Information Technology experience education and training. Previous work with various federal agencies Experience with ITIL v3 Foundation model

Profile

As a Senior - Level Systems Mobility Administrator I assume a leadership role inspiring motivational and excellent team-building skills. I am a trustworthy dedicated IT professional and would be an asset to your organization. I have over 20 years experience in managing and maintaining in troubleshooting systems backups archiving and disaster recovery and provide expert support when necessary. I am flexible and versatile able to maintain a sense of humor under pressure. I am poised and competent with demonstrated ability to easily transcend cultural differences. I possess the getting the job done positive attitude. I am a individual who thrives in deadline-driven environments.

Knowledge Skills and Abilities

Technical Experience

Of years used

Last time used

Level 2 3 Support Center Technician

20

Current

Help desk experience

20

Current

LAN/WAN Infrastructures

20

Current

Experience with hands-on repairs resolving computer hardware and software troubleshooting

20

Current

Experience supporting/ administration Window XP

10

Current

Experience supporting/ administration Window NT4

6

2002

Experience supporting / administration Window 2000

4

Current

Experience supporting/ administration Windows 7

4

Current

Experience administration of Novell 4.11 5

10

2006

Experience with system migrations

15

Current

General printer repair and maintenance

14

Current

Norton Symantec Anti-Virus

15

Current

McAfee

10

Current

TrendMicro Anti- Virus

5

Current

MS Office

13

Current

Active Directory / Support Tool

18

Current

Outlook Exchange Server

18

Current

Cell Manage

1

Current

Lotus Notes R5/8.5

15

Current

MobileIron Admin iOS 5 6

3

Current

Oracle 9i

10

Current

MS Live Meeting MSN Communicator Netmeeting Lync 2010

7

Current

PDA s Palm Pilot Blackberry Intellisync Blackberry Manager Software v6.0 BES Server 5.0.1

9

Current

Laptops Dell HP Toshiba

10

Current

Excellent typing skills

20

Current

Excellent admin skills

20

Current

Experience with an incident tracking system- Remedy MAGIC HEAT Utopia Altiris ITSM CA Service Desk Manager

20

Current

VPN Zenworks VNC Proxy Master

10

Current

Blackberry Administrator Service

10

Current

Remote Access Server ProComm Plus Remote Desktop Remote Assistance

7

Current

Citrix Terminal Server Citrix Metaframe Presentation Server

8

Current

SharePoint IT Service Management Knowledgebase Remedy BMC v7.0.0.1

6

Current

Citrix XenApp Xen Desktop XenServer Netscaler VMware

5

Current

Monitoring Network Tools HP Openview Nagios Network Monitor Zenprise eG VM Monitor Boxtone Device Management

7

Current

Senior Systems/Mobility Administrator

Confidential

• Manage and maintain USDA/ITS Exchange servers and messaging systems email processing/routing compliance and policy enforcement for incoming and outgoing email
• Manage user and email accounts from the legacy network to a new network
• Maintain the legacy email systems during the migration
• Import user archived/.pst email scan and export to email to the new network
• Assist with migrating agencies to new ITS email gateway
• Includes preparation and testing with agency contacts
• Monitor troubleshoot and perform maintenance of Blackberry Enterprise Server MobileIron Device Server and devices.
• Monitor troubleshoot and perform maintenance on email gateway devices for internal email processing between agencies.
• Provide Tier 2/3 support with all mobile device issues mobility infrastructure support incident resolution and work closely with other team members to resolve technical issues
• Assist with integration and troubleshooting of VPN services on end-user mobile devices
• Use Remedy ticketing system to document symptoms and status information as well as assign an applicable priority troubleshooting handheld devices including BlackBerry Android iOS and Windows Mobile supporting VPN Clients including Juniper
• VPN and other security related concepts
• Technical training experience via webinar and live presentations
• Experience with ODBC compliant database systems i.e. MS SQL
• Available after-hours and on-call for customer outages interruptions and critical issues

Sr. IT Support Specialist

Confidential

• Supervise a team of 4 to provide high level technical support and customer service to local and remote users. Perform ticket resolutions installations deployments repairs upgrades inventories and other maintenance tasks in accordance with established IT policies and procedures. Also administer asset management ticketing image deployment and update systems to achieve required optimal performance levels.
• Using advanced knowledge and experience with Windows XP/Windows7 provide desktop hardware software break/fix support Troubleshoot desktop hardware application printing and networking issues to determine document and address root causes
• Supporting Apple iOS operating systems
• Administering iphones/ ipads and blackberries.
• MDM Mobile Device Management Mobile Iron
• Configure Cisco IP Phones using the Cisco Unified CM Console and Cisco Unity Connection Administration Tools Resolve desktop issues according to defined IT/ITIL processes/procedures to meet service level objectives and user commitments Leverage expert troubleshooting skills to resolve issues. Assist with balancing desktop workload by addressing remotely resolvable issues according to priority/urgency and provide the appropriate level of triage to ensure that issues which do not require a desk side visit are addressed remotely in an efficient/ timely manner Leverage skills and expertise to assist and mentor other members of the Desktop support team with the resolution of complex issues Proactively identify process improvement opportunities root causes and develop a plan of action to address Using excellent people and customer service skills manage user expectations and address escalations according to defined processes Develop technical documentation training material and advanced problem troubleshooting techniques

Sr. IT SPECIALIST

Confidential

Duties Responsibilities

Responsible for regular maintenance and support of our users PCs Technical support for hardware software and connectivity issues. Recognition research isolation resolution and follow-up steps for issue resolution. Diagnose internal inquiries and work requests as they relate to maintenance of personal computers. Analyzes information to determine recommend and plan layout for computers and software or modifications to existing equipment and systems that will provide capability for proposed projects. Gathers and logs incoming support request resolution status and follow-up information into Remedy support tracking system. Provide support to troubleshoot and resolve network desktop and software issues. Network access User Accounts Email Internet and LAN Video/Audio conferencing Mobile communication devices Blackberry Support v5.0.1 software 6.0. Utilizing BoxTone Administration. Manage inventory and tracking of hardware and software material assets. Using standardized procedures prepare IT equipment for issue to include configuration and installation of operating system/software image. Daily and weekly reports backup systems prior to them being Government certified before putting back into inventory. Utilize remote management tools such as Microsoft Remote Desktop and Bomgar Remote Assistance to assist users and resolve issues. Progressive experience in system administration and in Microsoft Exchange 2003/2010 and BlackBerry service administration. Maintain the asset management inventory also a part of the Ft Meade Backup Support Team.

Executive Permier Support Team

Confidential

Provide Executive VIP Desktop support to the Administrators office Chief of Staff and to Deputy and Associate Administrators and all Premier support clients only. Install and troubleshoot all Lotus Notes 8.5.2 issues. Provide support for WinXP Office 2007 Adobe and EPA customized applications. Image and configure Dell Laptops. Activate and configure Blackberry s. Resolve printer issues and replace toner per request. Configure International Blackberry s and Laptops for travel. All client issues are entered and tracked by Remedy. Via Remedy generate daily report of Premier Support open tickets

SR. HELP DESK SPECIALIST

Confidential

Duties Responsibilities

Performed as Team Lead for the New Congress Migration I supervised a team of 6 to perform set ups and take downs on a variety of systems and hardware components including packing and moving of computer equipment and peripherals. This includes disconnecting all network equipment labeling equipment based on customer defined specs compiling equipment counts and reconnecting equipment in new office locations. Installation of new computers printers for the Congressional District offices. Active Directory and static IP network addresses the House Lan and Wan infrastructure installation setup for the District Offices for the House of Representatives via remotely using Remote Desktop Remote Assistance Windows XP Virtual Mode and or NetMeeting. Phone support using the AD Toolkit to run reports CAO AnyConnect VPN manages accounts create modify and disable accounts. Advising Members and District Offices support on information technology issues providing technical solutions in support of microcomputer and local area networks and providing detailed knowledge of software and hardware network operating systems advanced PC applications Internet services multi-media and messaging software used in the U.S. House of Representatives. Utilize FrontRange IT Service Management ITSM to keep track of all incidents. Windows XP VISTA 2000 7 Support/Administration LAN/WAN architectures fiber optic backbone 100/ 1000BaseT wiring local area networks connectivity

REMOTE BLACKBERRY SYSTEM ADMINISTRATOR

Confidential

Duties Responsibilities

• Provide general systems support to remote users traveling users Teleworkers etc. . Technologies include remote dial-in connectivity secure Virtual Private Network VPN Blackberry support and BES v5.0.1 Administration on an Exchange 2007/2010 environment the Microsoft Office Suite and Microsoft desktop operating systems. Microsoft Windows desktop and server operating systems the Microsoft Office software suite Blackberry Server and Devices and Citrix Server and Client Citrix XenApp Xen Desktop XenServer Netscaler VMware. Supporting network and security technologies. Monitoring tools Juniper eG and Zenprise. Experience in an ITIL environment Monitor and evaluate the capacity of the mobile infrastructure hardware and/or software
• Strong hands-on device configuration troubleshooting and maintenance skills
• Perform troubleshooting in response to end user problem reports to determine problem source whether network hardware software or firewall issues. o Provide Tier II/III User Support o Supporting Blackberry Enterprise Server and Microsoft Exchange in a large messaging services infrastructure. o Wireless Support o Active Directory and Domain Administration

SYSTEMS DEPLOYMENT SPECIALIST II

Confidential

Duties Responsibilities

Onsite support provides systems maintenance support including troubleshooting problem analyses and assessments for hardware and software systems and assigned projects. Coordinating end user deployment and training activities support on computer systems hardware Conducting practice workflow consultations to propose optimal system configurations Establishing utilization goals and objectives and monitor customer performance accordingly Reporting progress toward goals and objectives as well as issues and risks Support Domestic passport processing agencies within US and Other domestic Department of State locations within US experienced professional with a proven ability to simplify and organize complex information. Strong experience with SMS with specific emphasis on testing troubleshooting problem solving deployment and implementation. Overseeing the user environment hardware and software patching for security vulnerabilities. Work closely with vendors to develop hardware and software roadmaps and to resolve daily. Currently using Remedy 7.5 for all trouble ticketing live meeting and MS Communicator. Course taken NIV ACS IVO DISK CLONING SYSTEMS ADMINISTRATION.

Alta IT Services/Think Tank Confidential

• Client Office of Thrift Supervision Helpdesk Administrator Desktop I/II/Backup Tapes Support
• Performed system installations configurations tracking helpdesk calls and supporting user inquiries. Setting up VPN services for laptops Supporting Video conferencing for meetings and configured laptops for training and travel usage Provided Blackberry Support Outlook 2003/2007 Active Directory administration for account updating Live Communicator 2005 Live Meeting 2007 diagnosis and resolution of application issues. IM support Creation and maintenance of Team. Phone support and problem resolution First Federal offsite Storage for receiving and sending tapes offsite

Confidential

Client Confidential Sr. Systems Analyst

• Responsible for change control coordination and identifying key process controls for Sarbanes-Oxley and Financial Restatement initiatives.
• Work with internal metrics analyst technical representatives and engineers to assure processes are complete and within compliance
• Collaborate with Business Analyst and Systems Analysts to keep project information accurate and up to date.
• Prepare exception reporting for Information Technology and Best Practices Management
• Assist in identifying project and change control initiatives that represent conflicting or overlapping effort Assist in resource tracking and reporting for periodic updates
• Define project control mechanisms using automated tools and leveraging Sharepoint.
• Interacts with Change Control Board meetings and supports
• Organize and control important project documentation creating and maintaining a directory structure. Conduct Physical and Functional Configuration Audits
• Record review analyze and report on Configuration Item documentation Maintain Configuration Management database Create and maintain configuration management plans and procedures