SUMMARY

• I have over 14 years of IT industry experience in LAN Administration, Desktop PC Support and Helpdesk, supporting several user levels including team leads, supervisors, managers, directors, VP’s and Chief Operating Officers. Additionally, I am an expert in migration of XP to Windows 7 and Windows 10 environments.
• Previous and current responsibilities included imaging desktop and laptop machines ( Confidential, Confidential, Confidential and Toshiba) for internal and external customer base, systems account establishment and maintenance, and technical support.
• Assisted in upgrading and accelerating systems for peak performance to prevent crashes and other systems bottlenecks.
• I am an intelligent, creative, and goal - oriented individual with world-class customer service skills who also possess extensive analytical and problem-solving abilities. The d attributes gained have allowed the ability to thoroughly assess situations quickly and apply practical solutions efficiently.
• In addition, I possess excellent communication and interpersonal skills, which allow me to establish and maintain productive relationships with customers and associates.

TECHNICAL SKILLS

Software: Adobe upgrades and installations Blackberry Software installation and troubleshooting, upgrades Citrix (Web, Thin Client) installations and troubleshooting Cisco AnyConnect Installation, upgrades and troubleshooting Cisco WebEx Code42 Crashplan installations, updates, d Confidential backups and troubleshooting Freshservice Ticket que management Imaging MDT, Ghost, SCCM, ITSM, KeePass2 Password management, Network Connect (Juniper), McAfee installations, updates, virus scans and troubleshooting, McAfee Drive Encryption, MS Office Suite (2003, 2007, 2010, 2013, 2016, O365) installations and troubleshooting, PGP Encryption installations and troubleshooting, upgrades, Queue Maintenance, ServiceNow Ticket queue management, Sophos Endpoint Security installations, updates, virus scans and troubleshooting, TISSC Ticket queue management, Verizon MDM, VM Ware and VM Player, VM View Administration, VPN (Cisco and Sonic Wall) installations and troubleshooting, upgrades, Windows (XP, 7, 10, 2000, 2012 R2, 2016,) installation and troubleshooting,Symantec installation, updates and troubleshooting

Hardware: Blackberry Administration, configuration and troubleshooting VoIP Desktop phones ( Confidential & Confidential, Avaya, Nortel, Toshiba, Digium) Administration, configuration and troubleshooting, Desktop Printers ( Confidential, Konica Minolta, Confidential ) Installations, maintenance and troubleshooting, Desktops ( Confidential, Confidential, Confidential, Toshiba) Deployment, imaging and configuration, troubleshooting and repair Confidential Administration, Configuration and troubleshooting, Laptops ( Confidential, Confidential, Confidential, Toshiba) Deployment, imaging and configuration, troubleshooting and repair, MAC Book Deployment, imaging and configuration, troubleshooting and repair, Network and local Printers ( Confidential, Confidential, Ricoh) Troubleshooting and maintenance, Surface Pro Deployment, imaging and configuration, troubleshooting and repair Video Conference Equipment (Various) Troubleshooting, maintenance and repair

LAN: Active Directory account verification, network account administration and password reset. Active Directory DHCP network printer set up, re-routing and troubleshooting. Automate Control Center Software deployment, patching, and remote computer access, Citrix Director remote user/server access management and administration,Citrix Meta-frame remote user access management and administration, LANDESK Software deployment, patching, imaging and remote computer access, Lansweeper Software deployment, patching, imaging and remote computer access, MS Exchange (on-prem and O365 Admin) User, mailbox, group, protection, and rules administration. Reporting, auditing and other duties as required. PowerShell Command scripts Windows Server 2003, 2008, 2012 account verification, network account administration and password reset, server permission troubleshooting.

PROFESSIONAL EXPERIENCE

IT Systems Administrator

Responsibilities:

• Perform software and hardware installations using Microsoft and proprietary products.
• Perform workstation moves as requested.
• Troubleshoot laptop, printer and basic network access issues via direct contact, phone and remote access.
• Track computer inventory for administration and disposal via updating internal inventory spreadsheet.
• Assist with video equipment operation for video conferencing.
• Assist with shipping and receiving computer equipment and peripherals.
• Handle requests for software and hardware upgrades.
• Create user accounts, assign group and security .
• Troubleshoot telephone system.
• Administer, Manage and troubleshoot mobile devices via Verizon MDM system.
• Interact with multiple external technical departments for hardware and software products.
• Monitor servers for proficiency and errors and provide basic troubleshooting.
• Participate in weekly meetings to provide IT updates.
• Create and update existing IT knowledge articles and submit for approval for sharing on SharePoint knowledgebase site.
• Manage, monitor and support functions as is required in O365 Exchange Administration

Confidential

Executive End User Support Technician

Responsibilities:

• Responsible for imaging laptop machines ( Confidential ) for internal customer base.
• Perform software and hardware installations using Microsoft and proprietary products.
• Served as 1st level Exchange Administrator charged with setting up, adding and deleting mailboxes and groups.
• Perform workstation moves as requested.
• Troubleshoot laptop, printer, basic network and server issues via phone and remote access.
• Track computer inventory via updating internal inventory spreadsheet.
• Assist with video equipment operation for video conferencing.
• Interact with multiple technical departments for workstation trouble resolution.
• Coordinate with Shipping and Receiving departments to receive, track and deliver computer equipment.
• Handle requests for software and hardware upgrades.
• Perform additional duties as requested.

Confidential

Helpdesk Technician III for GA Families

Responsibilities:

• Responsible for imaging desktop and laptop machines ( Confidential and Confidential ) for internal and external customer base.
• Perform software and hardware installations using Microsoft and proprietary products.
• Charged with initiating IT policy and procedures to multi-level staff as needed.
• Perform workstation moves as requested.
• Troubleshoot laptop, desktop, scanners, printers and VOIP telephone issues via phone and remote access.
• Track computer inventory via updating internal inventory spreadsheet and Confidential Desktop Manager application.
• Assist with video equipment operation for video conferencing.
• Assist with network local and remote network connection issues.
• Manage, monitor and support functions as is required in O365 Exchange Administration
• Interact with multiple technical departments for workstation trouble resolution.
• Coordinate with Shipping and Receiving departments to receive, track and deliver computer equipment.
• Handle requests for software and hardware upgrades.
• Serve as point of contact in the absence of manager.
• Perform additional duties as requested.

Confidential

Desktop Support Technician III

Responsibilities:

• Responsible for imaging desktop and laptop machines ( Confidential and Confidential ) for internal and external customer base.
• Perform software and hardware installations using Microsoft and proprietary products.
• Experience in operating systems such as Windows XP and Windows 7.
• Perform workstation moves as requested.
• Troubleshoot laptop, desktop, scanners, printers and VOIP telephone issues via phone and remote access.
• Track computer inventory via updating internal inventory spreadsheet and Confidential Desktop Manager application.
• Assist with video equipment operation for video conferencing.
• Manage, monitor and support functions as is required in O365 Exchange Administration
• Assist with network local and remote network connection issues.
• Interact with multiple technical departments for workstation trouble resolution.
• Coordinate with Shipping and Receiving departments to receive, track and deliver computer equipment.
• Handle requests for software and hardware upgrades.
• Install and troubleshooting laptop and desktop login encryption features.

Confidential, Atlanta, GA

Responsibilities:

• Monitor ticket queues for end user requests and system problems via Confidential Service manager.
• Liaison between Server, LAN, Asset Management and Network Teams for end user assistance.
• Assist multi-site end users with password reset and password synchronization issues.
• Utilize remote access systems (Citrix Shadowing and BOMGAR) for end user support.
• Communicated with Level 3, Network, Server and LAN teams on system outages and updates.
• Serve as front-end support for Citrix Thin Client, SAP production, desktop, laptop, local printers, network printers, AS400 I-series applications, Microsoft Exchange, Intranet, network accounts, software installation for end user issues and requests.
• Responsible for resolving requests to move, enable or disable user account via Active Directory.
• Perform additional related duties when requested.

Local Area Network Administrator

Confidential, Atlanta, GA

Responsibilities:

• Monitoring ticket queues for end user requests and system problems via Service Center.
• Liaison between Desktop Support, Server, and Network Teams for end user assistance.
• Assisted multi-site end users with password reset and password synchronization issues.
• Utilized remote access systems (Remote Desktop and Log Me In123) for end user support.
• Provided departmental assistance with user account conversions from FTE to Contractor.
• Handled manager requests for end user network share accesses.
• Communicated with Desktop Support and Helpdesk teams on system outages and updates.
• Assisted various technical teams when needed for complex end user system issues.
• Provided after-hours emergency technical support when required upon manager approval.
• Served as front-end support for Citrix Web Apps end user issues.
• Administered published applications to Citrix Web Apps end users upon approval.
• Responsible for resolving requests to move, enable or disable user account via Active Directory.
• Handled and resolved network permissions issues on network shares via Server 2008 R2 systems.
• Handled requests to generate active and inactive user accounts reports for Auditing Teams.