SUMMARY

• An accomplished self - motivated and goal-oriented professional with over 14 years of experience in various IT related area and a comprehensive experience in a multi-sites. Considering myself to be an understanding, innovative individual who has an excellent sense of teamwork and a very good asset to be a part of your company.
• Most recently, working as Senior Technical analyst which included but not limited to assisting other tier and users with necessary training and support, providing support worldwide in French, sometime Spanish and English at different zones on various problems and troubleshooting IT infrastructures remotely or/and onsite.
• I was also on a 24/7 rotation emergency support every 3 weeks. Also one of my duty was to provide phone support as well as live support to users but most work order came from a ticketing system and so with great satisfaction and with respect to company values and guidelines with a strong customer oriented manner.

PROFESSIONAL EXPERIENCE

Desktop Support

Confidential - Charlotte NC

Responsibilities:

• Imaging and refresh Windows 7 pc using SCCM and USMT for data migration.
• Backing up user files and restoring data pre/post deployment .
• Builds & deploys hardware to end user community as part of the provisioning process.
• Provides Tier 2 post-deployment IT support for end-user to all employees and contingent workers in multiple offices.
• Mentors Tier 1 and Tier 2 Service Desk and PC Support technicians
• Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment
• Perform Break/Fix on all computer hardware on desktop, laptop computers and peripherals.
• Deploys Windows OS and application updates.
• Install, configure, and troubleshoot Windows based operating systems, Microsoft Office and Internet browsers.
• Deploys application packages using packaging tools and scripting utilities such as PowerShell
• Configures and supports remote including VPN client and connectivity.
• Manage Active Directory user, group and computer accounts.
• Troubleshoots incidents and fulfills requests within established Service Level Targets.
• Provides a high level of customer service Interacts with business end-users, Service Desk, engineering, IT Information Security, and technology providers

Senior Service Desk Technical Analyst

Confidential - Charlotte, NC

Responsibilities:

• SharePoint, Microsoft Exchange and Active Directory Administration
• Maintain technical system documentation in SharePoint.
• Support Office 365, Exchange, Active Directory, and Internal Applications
• Provide 3rd level escalation support on issues related to supported applications
• Participate in email migration projects
• Web application servers support ( ERP, SQL, Citrix, OWA, Skype, Lync)
• Installing, troubleshooting, and maintaining hardware and software
• Configuring and troubleshooting Windows operating systems
• Participate in software/hardware rollouts and project delivery.
• Manage OS and software patch management solution (WSUS and other tools)
• Manage workstations and user accounts through Active Directory and Group Policy
• Provide Tier 2 and 3 IT support for end-user in English-French and Spanish.
• Define, Scope, participate and Lead various IT projects
• Perform software deployment, patches and security updates using SCCM
• Define and build automation and scripts to manage system processes
• Provides hands on support for all local and remote hardware and software deployments.
• Respond to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment.
• Comply with SLA with respect to availability, performance and capacity of end-users various issues.
• Perform Break/Fix on all computer hardware on desktop, laptop computers and peripherals.
• Basic Networking troubleshoot connectivity issues.
• Consult with users to identify needs and requirements
• Conduct training programs designed to educate an organization’s computer users about basic and specialized applications.
• Participate in on-call rotation for after-hours maintenance and support
• Create scripting solutions within PowerShell and VBS.

Windows Deployment Engineer

Confidential - Matthews, NC

Responsibilities:

• Participate on Windows 7 deployment projects
• Provide second level support for end users hardware and software issues post deployment.
• Escalate issues to external providers for software compatibility issues
• Evaluate hardware and software requirement pre-deployment
• Perform software deployment, patches and security updates using SCCM
• Configure and support applications prior deployment
• Ensure proper connectivity of computers with different systems
• Configure web apps, database applications and email accounts

DEPLOYMENT ENGINEER

Confidential - Charlotte, NC

Responsibilities:

• Used Microsoft Deployment Toolkit (MDT) to generate images suitable for distribution
• Evaluated applications and computers assessment prior deployment using Microsoft third party tools
• Tested applications prior deployment with Microsoft, Hyper-V and VMWare
• Packaged standards applications using Wise Studio Package for the managed LAN environment
• Evaluated operating system security updates recommendations
• Provided Windows 7 and Office 2010 deployment through entire Corporation using SMS
• Provided second tier technical support, incidents, and problems management to end users on post deployment issues
• Participated on the creation and management of project plans for ongoing projects
• Prepared detail Project Plans/schedules/timelines to meet project delivery goals
• Participated in customer meetings; hosted weekly status updates sharing details on performance against
• SBUs and suggested process improvements for handling help desk calls
• Provided a combination of technical support and project management guidance to the client infrastructure team for global deployment Projects (Win7,Office 2010 and other internal Applications)
• Prepared and maintained all project documentation throughout the project lifecycle
• Ensured proper task tracking, status management, allocation, and reporting
• Manages project scope by enforcing change control procedures, project issues and risks

SYSTEM ENGINEER

Confidential - Salisbury, NC

Responsibilities:

• Provided onsite/remote/telephone troubleshooting at the pc and network level to end users
• Installed and monitor networking infrastructure including switches and cabling
• Setup IT infrastructures and networking equipment
• Maintained, monitored, and troubleshoot all infrastructure related systems, devices, or applications and provided Tier 3 support for escalated issues
• Identified problems, investigated cause, and remediated them
• Participated in the administration of e-mail system
• Provided application deployment through the entire Corporation using SMS or Altiris Deployment Solution or LANDesk.
• Managed computers, users and policy in Active Directory
• Optimized client computer using industry standard processes that improve availability performance and security
• Used Microsoft Deployment Toolkit (MDT) and Microsoft tools to generate a software image suitable for distribution
• Updated images with service packs, security rollups and individual security patches
• Analyzed and remediated potential areas of issue with migrating Office XP/2003 files to Office 2010
• Configured windows registry and Group Policy settings using industry standard
• Participated in the ARM project, migrating users from administrator to user group
• Prepares formal reports and technical documentation

IT OPERATIONS ANALYST III

Confidential - Houma, LA

Responsibilities:

• Provided full support of systems for break-fix
• Performed additional support activities including monitoring, back-ups, imaging, incident resolution, account maintenance, password resets, system upgrades, and data migrations,
• Performed setup, configuration and deployment of PCs, in addition to all associated return activities. Provided Level 2 technical services support and assistance at the corporate office for all hardware, PC Laptop/Desktop, voice and data networks and basic technology infrastructure.
• Assisted staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software
• Provided immediate customer solutions using excellent customer service skills Ensured desktop computers and printers interconnected with diverse systems
• Delivered timely, high quality incident resolution focusing on root cause analysis and prevention
• Supported of Blackberry and other Smart Phones

FIELD SERVICE ENGINEER

Confidential - New Orleans, LA

Responsibilities:

• Provided help desk technical support to internal users and field users with hardware, software and technical issues, via telephone, email and with walk-ins
• Installed & configured at clients site antivirus, firewalls and security updates
• Provided hardware support on laptops, desktops, and printers
• Controlled user access and passwords
• Setting up users in Active Directory and MS Exchange mailboxes
• Supported Web access and electronic messaging services, and maintained a secure systems environment Ensured desktop computers interconnect seamlessly with diverse systems, including associated validation systems, file servers, email servers, application servers and administrative systems
• Performed remote break/fix on Windows 7, Windows XP, Printer support, and network connectivity troubleshooting
• Followed existing processes and used standard methodologies to carry out assigned tasks
• Deployed application through the entire Corporation using Altiris Deployment Solution or LANDesk
• Coordinated with networking vendors of telecommunications facilities, routers and firewall equipment
• Managed software and versioning of all network firewalls, routers, and switches in network
• Monitored network for usage and network traffic
• Assisted with hardware and software upgrades to peripheral equipment

SUPPORT ANALYST

Confidential - New Orleans, LA

Responsibilities:

• Supports the end-user and business operations for technology services..
• Responsible for performing tier 2-3 support and appropriate escalation. Provides break/fix problem resolution within a complex fast-paced business environment.
• Troubleshooting and resolving desktop software and hardware technical issues
• Act as an Escalation point for On-Call personnel
• Creates backup strategies and performs daily backups.
• Support users with technical aspects of hardware and software.
• Monitoring the functioning of PCs and peripherals.

TECHNICAL SKILLS

• Able to manage Active Directory user, group and computer accounts via Group Policies
• Knowledge of File system and access, User and Security groups, User and File Management.
• Proficient with windows servers and components
• Knowledge on language coding and scripting such as c#, asp, SQL and PowerShell.
• Hands-on experience with MS Office 2010 Applications, Internet Explorer and Microsoft Exchange
• Fluent French and English
• Knowledge of deployment application such as SCCM, Landesk and Citrix XenDesktop.
• Experience supporting End User Computing devices/BYOD/Cellular devices
• Knowledge of SharePoint 2010 & 2012
• Knowledge of security applications including antivirus software
• Experience with Windows 7 and Windows 10, Citrix, VPN and Remote access
• Knowledge of networking technologies and protocols such as IP addressing, DNS, DHCP, and VPN client configuration
• Experience working with WYSE Thin Clients