SUMMARY

• To obtain a position as an Helpdesk Analyst, Desktop Support Technician, Network, Lotus Notes, Microsoft Exchange, or Systems Administrator.
• Assisted management team with developing policies and procedures to provide a better support experience for the customer.
• Resolved issues with Customer databases in MSSQL 7, 2000, and 2008 as well as MySQL.
• Administered 30 Lotus Notes and Exchange 2000 servers worldwide.
• Supported field office network systems and servers (Hubs, CISCO routers, frame relay, DSL, NT servers), 99.7% availability.
• Handled 2nd level tech - support escalations from Helpdesk and Field Engineers.
• Provide customer support for Confidential products, including Framework, Software Distribution, and Inventory, Service Desk, Remote Control, and Enterprise Console
• Designed and installed large Confidential test lab. Configured with different combinations of software.

TECHNICAL SKILLS

• Lotus Notes Domino R6.5
• Web Application Programming languages (Coldfusion, PHP, ASP.NET, Java Script)
• IIS 6
• MS SQL Server 2000 & MYSQL
• Relational Database Design and Manipulation
• Linux
• C++ Programming
• VB.net
• Visual Basic 6.0
• Web Page Design (HTML)
• Windows Active Directory
• Systems Analysis and Design
• Computer Organization and Operating Systems
• Data Communications
• ColdFusion MX 7 
• Software: Solaris 10, RAS, DNS, WINS, DHCP, PPP, VPN, Sybase, MySQL Server, ColdFusion, TCP/IP, IPX/SPX, NETBUI, DNS, Mac OS9 & OSX, Windows 3.1, Windows 95/NT, Windows 2000/XP/Vista, Windows Server 2003 & 2008, Ethernet, MS Office 2003 and 2007, MS OCS, MS SharePoint, Sendmail, Outlook 03 & 07, Lotus SameTime, Lotus Domino, Black Ice, Red Hat Linux, BSD, Tomcat, Apache, Novel Netware, Groupwise, Trend Micro, Norton Antivirus, VMware ESX, IIS 6 & 7, HTML, POP3, FTP, Telnet, pcAnywhere, Microsoft Exchange Server 2003 and 2008, Blackberry Enterprise Server, Good Mobile Messaging, handheld device connectivity.
• Hardware: Sun, IBM PCs and Compatibles, RAID storage solutions, I/O devices, 10/l00Base - T, 10Base2, network hubs, routers, switches, T1, Frame Relay, network probes, proficient with all laptop components.

PROFESSIONAL EXPERIENCE

Confidential

Level 2 Exchange / Web Support Engineer

Responsibilities:

• Provided hosting support for Exchange Server 2003 and 2008 on 20+ domains to customers connecting to the servers using Outlook, Entourage, OWA, or POP/IMAP mail clients.
• Resolved all issues escalated from the Level 1 support team.
• Diagnosed and resolved issues with HTML, CSS, ASP.NET 3.0 & 3.5, PHP, Java Script, ColdFusion 6 - 8 as well as IIS 6, 7 and Apache related issues.
• Utilized Remote Desktop, VMware, putty, and APC power switches to administer servers remotely.
• Provided DNS related support for the migration of NS records to Confidential ’s name servers as well as the creation of A, MX, CNAME, and TXT records
• Documented support information in Confidential ’s internal and external knowledgebase.
• Assisted management team with developing policies and procedures to provide a better support experience for the customer.
• Resolved issues with Customer databases in MSSQL 7, 2000, and 2008 as well as MySQL.
• Installed Customer SSL certificates in Apache and IIS 6.
• Reviewed message header information to resolve mail delivery issues.
• Administered BES (Blackberry Enterprise Server)
• Maintained and administered all virtual web servers using VMware ESX.

Confidential

Helpdesk Analyst

Responsibilities:

• Troubleshot student Tablet PCs hardware and software running Windows Tablet PC Edition.
• Reported all server, and software issues to MIS manager.
• Documented calls and PC repairs with Clarify.
• Created and distributed images using Ghost.
• Diagnosed and repaired machine hardware, replaced motherboards, wireless cards, memory, LCD panels, keyboards, and chassis.
• Troubleshot Wi-Fi issues as well as connected Ethernet issues.
• Provided support for MS Office 2003.
• Tutored students’ with PC application courses.

Confidential, San Jose, CA

Senior Data Operations Engineer

Responsibilities:

• Administered 25+ Lotus Domino, Apache Tomcat web servers on Windows 2000 platform.
• Troubleshot and reported all server, software, and product issues, on-call 24x7.
• Created Operations Support group. Wrote and implemented all practices and procedures.
• Supported local office Win2k domain, print servers, workstations, hubs, CISCO router, switches, T1 line, and dialup hardware.
• Created and administered group policies, shares, and user accounts within Windows 2000 environment.

Confidential, Atlanta, GA

Senior Network Engineer / Business Systems Analyst

Responsibilities:

• Administered 30 Lotus Notes and Exchange 2000 servers worldwide.
• Supported field office network systems and servers (Hubs, CISCO routers, frame relay, DSL, NT servers), 99.7% availability.
• Handled 2nd level tech-support escalations from Helpdesk and Field Engineers.
• Rolled out applications, OS updates, and anti-virus software across enterprise.
• Coordinated Anti-Virus server and client software rollout across entire enterprise using NAI and Trend Micro (NA and Europe).
• Configured and installed IIS servers and created numerous FTP and HTTP web sites.
• Intermediate Lotus Notes Development.
• Supported Sybase and Oracle clients as well as server databases.

Confidential, Santa Clara, CA

Systems Support Engineer

Responsibilities:

• Provide customer support for Confidential products, including Framework, Software Distribution, and Inventory, Service Desk, Remote Control, and Enterprise Console
• Designed and installed large Confidential test lab. Configured with different combinations of software.
• Provided support for Oracle, Sybase, and DB2 as necessary when supporting Confidential products which interfaced these back end products.
• Tested new fixes before supplying code to customer.
• Verified bugs and supplied detailed description of bug and how to reproduce.
• Implemented Confidential Framework at customer sites, and provided ongoing on-site support.

Confidential, Sunnyvale, CA

Lotus Notes Administrator

Responsibilities:

• Provided 24x7 support for 21 Lotus Notes Domino Servers worldwide on UNIX and NT platforms.
• Managed servers remotely using pcANYWHERE, Terminal server, Citrix, Intel’s LANDesk card/software, as well as APC power management devices.
• Served as project lead on R4 to R5 migration.
• Wrote procedures and guidelines for network environment.
• Project lead for mail server clustering project

Confidential, Sunnyvale, CA

Lead Helpdesk Analyst

Responsibilities:

• Provide technical support for campus and field employees.
• Provided troubleshooting of desktop and laptop PCs, as well as Macintosh systems.
• Supported Win9x, Windows NT platforms, AIX and S/390 environments.
• Taught NT, OS troubleshooting, hardware diagnosis, networking concepts classes to helpdesk team.
• Provided second level support to entire helpdesk team.
• Supported a dial-up workforce using Compuserve, PAL, UUNET and extended troubleshooting of dial-up networking
• Created images for specific PC models, as well as layout of corporate software CD. Tested for bugs and compatibility.

Confidential, Sunnyvale, CA

Systems Administrator

Responsibilities:

• Responsible for administration and support of Novell 3.12 and 4.1 network servers and clients.
• Administration, installation, and configuration of workstation and server hardware and software, including cc: Mail, Lotus Notes, and Right fax.
• Installation and configuration for TCP/IP and IPX/SPX network protocols.
• Managed backups using Arc serve backup software.
• Responsible for all local telephony, including maintaining/programming PBX system, install and punch down wiring for office phone jacks, maintained voicemail system, and programmed telephones.