PROFESSIONAL EXPERIENCE

Confidential

Associate Technical Support Consultant / Consultant

• Provide second level support for our clients utilizing the Meaningful Use Reporting Portal
• Configuring establishing monitor remote cloud connections for database extraction
• Remote connect to client database on Windows Servers 2003 2008 to execute pre-defined SQL queries
• Configure company software on client s test and live environment to access reporting portal
• Participate on multiple client projects simultaneously
• Work independent but effectively function in a project team oriented environment
• Provide leadership capacity to augment Project Manager
• Manage multiple client projects meeting or exceeding expectations
• Liaison with partners and R D on escalated cases
• Provide root cause and prevention steps where appropriate
• Provide call flows for efficient call routing and handling
• Validate and/or create documentation for support including trouble-shooting guides and knowledge base articles
• Provide leadership as a representative for support within cross-functional program team meetings
• Ensure supportability is built into all new transaction offerings
• Meet or exceed acceptable productivity and quality standards
• Attend training classes as requested

Confidential

Windows 7 Migration Engineer / Desktop Consultant

• Migrate user community laptops running Windows XP to Windows 7 using SCCM
• Perform Microsoft and Vendor updates and patches
• Audit and document user data and applications prior to operating system upgrade
• Backup and restore user data on migrated laptop
• Re-install Window 7 compatible applications
• Add migrated laptops to corporate laptop asset database
• Update SharePoint form to document migration process
• Provided post migration support
• Troubleshoot incompatibility issues
• Create and configure user profile and email on upgraded laptops
• Assist with departmental application compatibility projects on Windows 7
• Configure user home drive with AD Explorer
• Configure offline synching with home directory

Confidential

Customer Service Support Engineer Contract

• Perform onsite analysis diagnosis and resolution of complex desktop problems for end users and recommend and implement corrective solutions including offsite repair for remote users as needed.
• Windows 7 migration lead
• Performed on call rotation
• Configured Blackberry accounts and activation of devices
• Assist with MacBook Pro iPhone and iPad configurations for accessing corporate emails
• Diagnose and fix problems with OSX Office 2011 on MacBook Pro
• Install configure test maintain monitor and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Assess the need for and implement performance upgrades to end user workstations including the installation these upgrades
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company s desktop computing environment.
• Receive and respond to incoming calls pages and/or e-mails regarding desktop problems.
• Work with the company s helpdesk on assigned problem/IMAC tickets.
• Answer to and perform IMAC requests as they are submitted through the service desk.
• Deploy software through SCCM SMS .
• Assist in preparing maintaining and upholding procedures for logging reporting and statistically monitoring desktop operations.
• Accurately document instances of desktop equipment or component failure repair installation and removal.
• Interface with third-party support and equipment vendors.
• Administered employee backup solution Connected Backup for data retrieval and archiving on Server 2008
• Manage weekly backup tape exchange for co-location pickups

Confidential

System Engineer

• Setup and configure Wyse terminals to host Virtual Desktop Interfaces for virtualization cloud connections
• Create customized Virtual Desktop Interfaces with vSphere
• Virtualize and Package Applications using Microsoft App V
• Create high performing Virtual Machines designs from templates VM recovery management back-up/restore with vSphere
• Create and administer departmental performance VMware Pools and virtual desktops from VMware View Administrator
• Install and customize applications
• End user support from documenting to resolution with updates
• Build Enterprise Windows 7 32 64 bit images
• Blackberry Enterprise Activations
• Assisted on projects to implement new software or technology
• Served as test bed or sandbox for testing new configurations or technologies
• Serve as technical consulted with recommending best technology and policy practices to management
• Insured enterprise software licenses met vendor requirements
• Script creation for data backup migration and transfer
• Re-image hard drives with Ghost
• Install and Configure Juniper VPN
• Authored documents to assist the user community with common issues i.e. printing email archiving etc.
• Conducted brown bag lunches for knowledge sharing to user community
• Configured iPhone with RSA SercureID software token for VPN access
• Instituted enterprise accepted naming convention for corporate computer assets
• Configure MS Outlook and email archiving
• Provide post email support for Exchange mailbox transfer
• Administer Microsoft Enterprise Server 2008 Active Directory objects - Users Computers and Groups
• Configure network connectivity and static / dynamic configurations LAN Wireless
• Install maintain configure troubleshoot image and rebuild user s desktop and laptop systems software hardware
• MAC OSX network connectivity and 2011 Office on MacBook Pro

Confidential

System Engineer Support II

• Install and customize applications
• Build Enterprise Images of Windows XP Windows 7 32 64 bit images with Ghost and assist with driver bundle
• Data backup migration and transfer
• Re-image hard drives with PXE boot and Windows Deployment Server
• Configure Juniper VPN
• Configure MS Outlook and email archiving
• Troubleshoot and remove virus from corporate Dell desktops and laptops
• Setup projector and remote site video dial on for seminars and conferences
• BlackBerry mobile device Enterprise Activations and account creations
• iPhone Exchange Server and device configuring
• Create and Manage Server 2003 Active Directory objects - Users Computers Groups and Share Objects
• Create and Manage Exchanged 2007 mailboxes and distribution accounts
• Configure network connectivity and static / dynamic configurations LAN Wireless
• Assist with file permissions and security issues
• Install maintain configure image and rebuild user s desktop and laptop systems software hardware
• Assist in training and support of software for users
• Document creation and publish to SharePoint
• Cisco VOIP phone installation and configuration
• Manage call cases and escalated when needed
• Personal and Network printer setup configurations and maintenance
• Troubleshoot local and remote users hardware and software complications

Confidential

Desktop Support Analyst III

• Install and customize applications
• Data backup migration and transfer
• Re-image hard drives with local DVD image
• Various software and hardware break fix issues
• Manage MS Active Directory objects - Users Computers Groups and Share Objects
• Configure network connectivity and static / dynamic configurations LAN Wireless
• Troubleshoot file permissions and security issues
• Install maintain configure image and rebuild user s desktop and laptop systems software hardware
• Assist in training and support of software for users
• Assist with server team with user access issues and racking
• Manage call cases and escalated when needed using Remedy
• Personal and Network printer setup and configurations
• Troubleshoot local and remote users hardware and software complications
• BlackBerry mobile device Enterprise Activations
• Cisco hard phone and soft phone setup

Confidential

System Administrator

• Define Install configure corporate standard software hardware
• Data backup migration and transfer
• Project led for WSUS setup and testing
• Build Configure Maintain Print Exchange File Citrix enterprise Servers
• Build image hard drives with Ghost Sysprep
• Email migration from UNIX to Exchange servers
• Manage Maintain MS Active Directory objects - Users Computers Groups and Share Objects Policies
• Configure network connectivity Cisco VPN and static / dynamic configurations LAN Wireless
• Troubleshoot file permissions and security issues
• Create user guide documentation and distribute to enterprise domain
• Maintain Dell Autoloader tape drives for server backups with Backup Exec 12
• Manage Troubleshoot Local Remote users service requests
• Manage and Maintain Enterprise Symantec Norton Antivirus
• Network Personal printer setup and configurations
• iPhone Blackberry email configurations with MS Exchange

Confidential

Desktop Remote Support Engineer Tier II

• Install and customize applications
• Data backup migration and transfer
• Re-image hard drives with local DVD image
• Various software and hardware break fix issues
• Manage MS Active Directory objects - Users Computers Groups and Share Objects
• Configure network connectivity and static / dynamic configurations LAN Wireless
• Troubleshoot file permissions and security issues
• Install maintain configure image and rebuild user s desktop and laptop systems software hardware
• Assist in training and support of software for users
• Maintain tape drives for backup systems with ReCall offsite storage
• Manage call cases and escalated when needed
• Personal and Network printer setup and configurations
• Troubleshoot local and remote users hardware and software complications

Confidential

Desktop Support Analyst II

• Data backup migration and transfer
• Create and deploy re-image hard drives using Norton Ghost Power Quest
• Various software and hardware break fix issues
• Manage MS Active Directory objects - Users Computers Groups and Share Objects
• Manage and maintain Windows 2003 Application Server
• Resolve network connectivity and configure static / dynamic configurations LAN Wireless
• Manage file permissions and security issues
• Create Oracle accounts assign roles and responsibilities
• Install maintain configure image and rebuild user s desktop and laptop systems software hardware
• Assist in training and support of software for users
• Maintain tape drives for backup systems
• Manage call cases and escalated when needed using Activant Entry Point
• Install and customize applications
• Personal and Network printer setup and configurations
• Troubleshoot local and remote users hardware and software complications
• Assist home users with setup and configuration of routers to their network VPN clients Firewalls
• Documented processes for desktop and laptop deployment consistency
• Staging and testing of new applications and products
• MS Office 2003 installing configuring customization break fix importing exporting
• Install VMware for hosting server and client operating systems
• Relocated and patched phones