SUMMARY

• Detail - oriented IT professional with over ten years’ experience as a Lead desk side technician and Systems Administrator. Skilled at operating in a wide range of hardware and software platforms.
• Superior customer service backed up by excellent written and oral communication skills Team and Project Leadership Research and Development Customer / Client Service Project Planning / Implementation Hardware/Software Support Server Management­­

TECHNICAL SKILLS

Operating Systems: Microsoft Windows 7/8/10, Linux (Ubuntu,Debian), MAC IOS, Android, Server 2003 - 2019

Software: Microsoft Office 2000-365, SQL, Oracle, Novel Zenworks, IE 6-11(Edge), SAP

Tools: and Software: Active Directory, Azure, 365 Administration, MS Exchange, Citrix, Cisco VOIP (CUCM, UCCE, Unity, Presence), Avaya Phone, Mobile Device Management, Ghost, PXE, VPN, Java, Lotus Notes, AutoCAD, Google Suite, Mange Engine

Virtualization VMware V Sphere, TCP/IP, Remedy, Enterprise Vault, Backup Exec, Landesk

Hardware: HP/Dell/Lenovo-Desktop, Laptop, Tablet, Network/Local Printers, Cisco and HP Switches, Toughbook, HP/Del/Lenovol Servers, UPS, IP Phones, MAC, Smart Phone, Teams Room, Crestron System

PROFESSIONAL EXPERIENCE

IT Support Specialist

Confidential, Raleigh, NC

Responsibilities:

• Include support of companies’ entire IT environment. Physical and virtual server support, as well as network support. Support day to day desktop hardware/software, printers, and phone system, and mobile phones.
• Support of Microsoft AD and Azure environments. Network security including firewall and anti-virus platform. Responsible for equipment validation and procurement. Creation of technical procedural documentation for new and existing processes.
• Completed 2012 and 2016 server migrations.
• Avaya phone system installation and training. (VOIP)
• Upgraded Companies time collection system.
• Cellular Carrier migration (Sprint to Verizon)
• Print server installation.
• Managed Windows 10 environment. (Images/updates)
• WSUS integration
• Mange Engine integration
• Warehouse tracking software installation and upgrades.
• Teams room configuration and setup.
• Sharepoint data migration and training.
• Multiple Anti-Virus migrations (Trend, Symantec)
• Cisco Meraki wireless upgrade
• Peripheral upgrades such as cell phones, inventory scanners, printers, and AV equipment.

Desk Side Technician

Confidential, Raleigh, NC

Responsibilities:

• Installation of new wireless hotspots, desktops and printers at local offices.
• Windows 7 imaging and configurations completed on all devices.
• Responsible for any issues or troubleshooting of new devices.

Infrastructure Technician

Confidential, Cary, NC

Responsibilities:

• Performed configuration, maintenance, installations, and patching support for over 300 physical and virtual servers.
• Primary responsibilities included management of Active Directory, Exchange, VSphere environments, and Cisco VOIP environments.
• Also performed day to day desk side support for call center environment.
• Organized and simplified AD tree structure.
• Upgraded call center VM pool sessions to Windows 7 OS.
• Worked with call center to organize UCCE settings.

Lead Desk Side Tech

Confidential, Hartford, CT

Responsibilities:

• Hired to restore integrity and performance of the Tier 2 Desk side department. Took complete full-circle approach of improving team morale, increasing department’s organizational skills.
• Resulting in improved customer service and inter-departmental relationships. Helped created the highest performing Desk side team in the area as evidenced by continuously exceeding SLAs and completed ticket counts.
• Led team that provided production and project support for desktops, printers, applications, blackberry, and minor networking. Supported numerous different application environments for over 1000 users in Gas/Electric facilities.
• Helped prepare department’s budget for IT service management. Including operations, organizational, and facilities charges.
• Created a supportive team environment based upon interdepartmental collaboration and knowledge sharing resulting in a high retention rate within the team.
• Managed and completed multiple systems upgrades.
• Co-managed multiple successful software migrations to new corporate environments.

Help Desk Tier 2/Desktop Support

Confidential

Responsibilities:

• Remotely supported General Dynamics’ R&D location. Installed and performed trouble shooting of multiple different software.
• When needed back filled for Desk Side support installing new computers and software. Creation of new IDs, passwords, folder rights, policy changes through AD.
• Supported and helped complete internal IT computer refresh and new software installs.
• Advanced skills and abilities created more time to back fill other departments and increased productivity.

Lead Desk Side Technician

Confidential, Westerly, RI

Responsibilities:

• Maintained desktops, laptops, network printers, and Cisco switches for 500 employees. Installed and supported various Gas/Electric applications on a day-to-day basis. Tested and packaged new software per NERC/SIP regulations.
• Through organization, superb customer service, and quick response times increased overall user IT ratings on company survey.
• Successfully refreshed 500+ devices within the projects given time frame.
• Managed and completed remote Toughbook upgrade project.