SUMMARY

• Expertise in managing and contributing to enterprise - level Windows server, desktop and laptop hardware and OS migrations and software deployments.
• Full service PC Asset Management (forecasting, purchasing, inventory, logistics, imaging and deployment, warranty service and repairs, refurbish, re-use, and disposal). Over a 3 year period, standardized the hardware configuration, machine type/models purchased and deployed to internal user community, driving efficiencies of hardware support and service delivery.
• Team Lead - first-line contact and focal point for internal help and service requests, providing the day-to-day direction of IBM Deskside Support team, internal contract and vendor-employee team members, and third-party service providers in an ITIL/ITSM service environment.
• Technical Lead for the IBM Customer Learning Center (6 classrooms and 180 workstations).
• First-line technical support - supporting over 425 end-user workstations.
• OEM System Builder - Worked with IBM/Lenovo OEMs to design, validate and certify standard client image(s) for all workstations.
• Created and managed the Workstation Deployment Process. Set up an Imaging and Deployment Lab with virtualization (VMware) technology capable of sustained production of 80 units a day.
• Created and maintained internal (site-specific) standard client images, which included all corporate and third party applications, and provided quarterly image refreshes.
• Designed, implemented and administered the Symantec Client Security (SCS) antivirus and firewall program and directed the "Managed Client" deployment to over 4,500 workstations and laptops, consolidating operations in the US and Mexico.

TECHNICAL SKILLS

Operating Systems: Windows 9x, NT, 2000, XP, Vista, Windows 7, Windows 8, and Windows NT Server, Windows 2000 Server, Windows Server 2003/2008, Mac OS X (Tiger), Linux distributions

Network: LAN/WAN, TCP/IP, NetBEUI, DNS, DHCP, FTP, PXE, IIS, Remote Access/Desktop

Hardware: Desktops, Laptops and Tablets (IBM/Lenovo, HP, Dell), Servers (IBM NetFinity, xSeries, Dell PowerEdge), Mobility (BlackBerry, Apple iPhone), PDAs (Palm OS, WinCE, Mobile), Network and Local Printers/Fax/Scanners/Copiers (IBM/Lenovo, Canon, HP,Lexmark), Routers, Hubs, Switches (Linksys/Cisco), VLANs, Fiber Networks, Rackmountsystems, Tape Backup Systems, SAN/NAS, UPS

Software: WordPerfect, Lotus SmartSuite, Lotus Notes, MS Office Suite 2010, Outlook/OWA, Visio, Altiris Client Management Suite (CMS) and Altiris Deployment Solution (DS), McAfee, Microsoft Forefront Client Security, Microsoft Endpoint Protection, Norton Antivirus, Symantec Client Security, Symantec Endpoint Protection, Norton Ghost and Symantec Ghost Enterprise Edition, IBM/Lenovo ThinkVantage Technologies, EMC Dantz Retrospect, Veritas Backup Exec

Virtualization: VMware ACE, Player, View, Workstation, Server, and Microsoft Virtual PC/Server/XP Mode

Imaging and Deployment: Acronis, Altiris Client Management Suite (CMS) and Altiris Deployment Solution (DS), Paragon, Symantec Ghost Solution Suite, ImageX, VMware, WinPE, Windows Installer (MSI), Wise Installer, WAIK, MDT, MDOP, DaRT

O/S Migration(s): OS/2 to Windows 95. Microsoft Windows 95/98/NT > 2000 > XP > Vista > Win 7

PROFESSIONAL EXPERIENCE

Confidential

Desktop Technician

Responsibilities:

• Bench Technician - providing warranty and depot service supporting onsite CSU Field Service Technicians.
• First-line technical support for virtual and physical systems providing end-users support for CADS, Medical facilities, and the CA classroom environment and the general population. Provided unclassified systems support in classified environments.
• Team Member - Build, Deployment, VDI and Mobility Teams.
• 3 years experience with ITIL/ITSM v3 Foundations and ITSM best practices.
• Legal and Technical writer with expertise in process documentation, process controls and support documentation.
• Participated in contract negotiations, providing service descriptions for the upcoming contract renewal with focus on continuous improvement.
• Experience writing SLAs/OLAs and work instructions for the Service Desk and BMC Remedy ITSM Suite.
• Participated in the planning, implementation and testing of BMC Remedy ITSM Suite.
• SME for internal and third-party audit compliance.
• Help Desk Technician - providing RAS and over-the-phone end-user support.
• Backup TTD/Dispatch - working as relief Service Desk Dispatch, assigning service requests to appropriate points of contact defined within the IT support organization.
• ReApplication Services - providing PC Asset management, sanitization and re-utilization of all computer and related hardware devices, providing substantial cost savings/cost avoidance to the organization.
• Familiar with NNSA and DOE, CERT/NIST, FIPS, ISO and PII, security requirements as they relate to the processing and disposal of data retention media.
• Support Green Computing initiatives and the 5R’s - Reduce, Re-Use, Recycle, Refurbish, Replace.
• Active DOE Q Clearance - Sigma 15

Confidential

Consultant

Responsibilities:

• Performed latest revision to the Altiris vPro Technology Instructor and Student Guides.
• Used VMware products (Player and Workstation) internally in the classroom, for imaging, software packaging, application testing and Classroom setup.
• Performed product implementation and product training (internal).
• Performed mentoring for new-hires.

Confidential

Deskside Support Specialist

Responsibilities:

• Provided Deskside Support services to Confidential WebSphere Education at the Bay Area Labs, including Systems Administration, Imaging and Deployment (Symantec Ghost), end-user hardware/software technical support.
• Performed initial setup and ongoing technical support for the WebSphere Education Center classrooms in the new facility.
• Used VMware products (Player and Workstation) internally and in the classroom, for image packaging, software packaging, application testing and Classroom setup.
• Provided HTML content using Adobe Dreamweaver for the IBM WebSphere Education Newsletter and wrote process documents, technical and quick reference guides.

Confidential

WW IT Security Program Manager

Responsibilities:

• Led a Global Information Security Policy Program. Implemented an Information Security Management System (ISMS) and Security Roadmap based on ISO 17799 compliant policies, procedures and guidelines.
• Defined and deployed a Global Information Security Awareness and Training Program.
• Led a Global Security Compliance Program.
• Maintained internal, corporate and 3rd-party audit readiness and regulatory compliance.
• Survived 2 years of SOX Audits with no significant exposures or deficiencies.
• Created ITIL-based policies, procedures and guidelines, negotiated SLAs, utilized best practices, continuous improvement as well as process improvement.

Confidential

RESO IS/IT Systems Administrator

Responsibilities:

• During the Confidential Global Storage Technologies Joint Venture, retained all responsibilities of previous contract and provided vital site separation services for both companies from Day 1 through year-end.
• Performed PC asset inventory and asset transfers and IT audit controls, Software license validations and transfers.
• Physical separation of PC hardware, software, peripherals and parts inventory.

Confidential

IS Technology Support

Responsibilities:

• First-line technical support and consultant for both hardware and software for IBM Real Estate and Site Operations (RESO) San Jose Plant Site/Santa Teresa Labs - supporting over 425 end-user workstations.
• Technical Lead for the IBM San Jose Customer Learning Center 
• Team Lead - performed internal Help Desk function and provided day-to-day direction of IBM Deskside Support Team and vendor-employee team members.
• Acknowledged as a Site Technical Resource - HW/SW Technical Consultant
• Performed Advanced Systems/Product reviews, design, implementation and product training, including 'train-the- trainer' (T3) responsibilities.
• Developed the IBM RESO Client for e-Business software preload and maintained Symantec Ghost Standard Client Images for all supported machine types.
• Asset Management - responsible for PC Asset inventory and peripherals, parts inventory and ordering, shipping/receiving, warehousing and distribution.
• Hardware diagnostics and repairs, warranty service, defective parts returns, problem tracking through resolution and maintenance service history.
• Service and repairs for IBM Network Printers, Hewlett Packard and Lexmark personal printers.