PROFESSIONAL SUMMARY:

Creative IT MCSE/HDI certified customer - oriented professional with 18 years of computer systems and data processing experience, including 18 years in IT administration/Help Desk, implementing technology using sound data management practices, software engineering principles, and standard business processes. Fluent in Danish and English.

TECHNICAL SKILLS:

• Win 2000, ME, XP, 7, 8 and 10 OS. Win Server 2003, 2007, 2008 and 2010
• MS office Professional from 98 to 2013 with Outlook, Access, Publisher and Visio
• Windows SCCM migration tool, Microsoft Deployment Kit and Symantec Ghost
• VEEAM Backup Enterprise Manager and Symantec Backup Exec 2014
• Active Directory management
• CISCO VPN configuration and install with managed certificates
• Microsoft IIS Server 3.0 to 7.0 for webhosting
• Lenovo, Dell and HP laptops imaging and PGP encryption configuration
• Iphone, Android and home router WI - FI and setup support
• ShoreTel IP phone plus CISCO install and configuration
• VM Ware setup and configuration
• HDI (Helpdesk) certified
• Remedy ticket system trained and 5 years experience

EMPLOYMENT HISTORY:

Confidential

Responsibilities:

• Assisting in setting up small networks, wireless services and VOIP phone systems for doctor’s offices and other small businesses in northern Texas.
• My first responsibility was to Ghost imaging new HP Windows 10 laptops for more than a hundred and fifty new sales people, installing and configure software such as VPN, Office 2013, joining the laptops to the right OU in Active Directory, setting up the user and configure MS Outlook and make sure Office 2013 was properly activated. Second task was to create Apple account for each user, setting up and configure new Ipads and Iphones, installing Airwatch on all devices, setting up WIFI and installing various other software using their Apple accounts.
• Windows XP to 7 migrations using SCCM and Norton Ghost. Data and profile back up, setting up and configure network and local printers.
• Upgrading hardware and software as needed, installing MS Office 2013 Professional.
• Encrypting laptops and setting up Cisco VPN with latest certificate.

Confidential

IT Support

Responsibilities:

• Performed daily and weekly backups using Symantec Backup Exec 2014 on Dell Powervault tape drive and VEEAM Backup Enterprise Manager on 2TB external USB drives and NAS.
• Management and license upgrades for Dell Power Edge servers running Windows Server Enterprise 2003 and 2007.
• General daily IT Operations such as PC/Laptop imaging, software (MS Office Suite) and hardware upgrades.
• ShoreTel IP phone installs and configuration. Monitoring company network trafficking and throttling as needed.

Confidential

Desk side Support

Responsibilities:

• Windows XP to Windows 7 and 8 migration and training for more than 100 Sales People.
• Full in-house support for MS Office suite 2013, 100+ HQ staff. Network and application support for Office 2010 and 2013, Network printers, Iphone and Android support as well as MIFI, VPN setup and support.
• Used Microsoft IIS 7.0 for webhosting and maintaining company websites.
• Spearheaded several special projects such as Handheld scanners configuration and support, streamlining ORACLE installations with Java updates. Some Macintosh support.

Confidential

Responsibilities:

• Worked on a Windows 7 migration from XP for 300 employees using SCCM Console imaging system for prepping and deploy new Lenovo laptops and desktops and WSUS for SP2 updates. Installed applications, Bitlocker encryption, local scanners and network printers.
• Updated Active Directory accounts with certificates and configured VPN for home users.
• Migrating users to VM Ware as needed.
• Using Ghost and Microsoft deployment toolkit 7 to reimage and deploy new Windows 7 Pro Dell laptops for end users throughout the US.
• Responsible for individual needs for software installation, data migration, Active Directory user setup as well as internal and peripheral hardware configuration, including Macintosh computer support.
• Other tasks include, but not limited to: Hardware and Office suite software upgrades and trouble shooting, setting up and supporting conference callas and video conferencing at HQ. VM Ware support for end users.

Confidential

IT Support

Responsibilities:

• Instrumental of reimaging and deploy new Windows 7 Pro Dell desktops and laptops with complete configuration and end user support for 9 district manufacturing plants across the southern US.
• Follow-up with post installations such as installing Network printers and modifications to software as per individual specs.
• Prepared and updated all COI (Certificate of Insurances) for more than 300 vendors and made them available on Sharepoint for a future audit.

Confidential, Plano, TX

Desktop Support

Responsibilities:

• Providing Tier II level Desktop support using Remedy Ticket system for more than 500 end-users in all areas of WinXP, Win7, Macintosh, Blackberries, Cisco phones (setup and configuration)
• Imaging Dell laptops with Win7 and installing Developer tools, several flavors: Visio, Visual Studio, IIS Manager, SQL Server and Client plus run encryption using PGP Software.
• Deploying software applications using Microsoft System Center 2012 Configuration Manager (SCCM).
• Participating in IT group meetings to streamline daily processes.
• Desktop, laptop, printers and Iphone support on-site and at client sites.
• Updating and deploy new PC and network printers and troubleshooting network and Wi-Fi connectivity on sites and camps.
• Responsible for maintaining Active Directory accounts and hardware as well as setting up permissions. Imaging and install proprietary software and upgrade to Windows 7.
• Desktop and Phone Support Tier I and II in their Data Center for more than 5000 users.
• Solving network connectivity issues as well as any problems with software and hardware.
• Also, support a new Laptop roll-out: setting up accounts in Active Directory and re-imaging the Laptops.

Confidential

Help Desk and Roll-out Support

Responsibilities:

• Project included, but not limited to PC/VPN Laptops, networked and local printers install and configuration, network routers and servers, load balancing and firewall setup and configuration and general long term maintenance of hardware and software for approximately 100 gulf resorts across the US and Mexico.
• Also, install upgrades of proprietary software, Lotus Notes 8.2 and daily troubleshooting of data transfer and uptime issues.
• Daily Active Directory administration. IIS webhosting and upgrades.

Confidential

System Support Engineer

Responsibilities:

• Network support for approximately 25 local Developers and Testers tied
• Installed and configured new Dell Win 2003 Raid 5 Servers, administered AD accounts, Proxy settings, Load Balancing, Firewall, VPN (Secure Client) and software upgrades for Win XP Pro and Vista.
• Instrumental in moving from DSL to dual T1, VoiP telephone system with local management, 10/1000 Switches, Term Server, Veritas daily backup routines and TrendMicro Virus Protection deployment.
• General support for all IT and communication issues including MS Outlook setup, configuration and maintenance on MS Exchanger Server 5.0.

Confidential

Customer Support Specialist

Responsibilities:

• Provided front line technical solutions for the EDMS proprietary client/server Emergency Room software to more than 100 established customers (Hospitals) across the US via phone or physical on-site presence, dial-in, fax and e-mail.
• Directed liaison between customer IT/ED Staff and Confidential teams (Development, Specialized Tier II/III Support and other key departments).
• Worked with Project Management and Clinical Consultants to implement support strategies to maximize said relationships.

Confidential

Project Analyst

Responsibilities:

• Initiated the migration of Distribution Centers and Manufacturing Plants from NT/OS2 to XP/HP-UNIX platforms including setting up Virtual OS2 Client to run transparently on XP workstations.
• Detailed synopsis as follows: prepared sites during the week for Go-Live procedures on weekends; migrated databases from Legacy servers to new Pipeline servers; and updated software levels to new standards for XP environment, setting up and configuring network printers and software applications; all done by remote access via telnet (UNIX and DOS commands) or using Dameware.

Confidential

Field Support Technician

Responsibilities:

• Provided IT support for 15000 users at the campus either by remote or hands - on for all propitiatory software as well as Microsoft software.
• Setup and maintenance of MS Outlook accounts in MS Exchange 5.0
• Resolved network and printer connectivity issues.
• Resolved VPN and Blackberry software set-up and connectivity issues.
• Imaged Dell PCs using Norton Ghost as needed and upgraded software and security patches.
• Participated in large scale PC and network printer moves inside campus and follow-up ancillary problems

Confidential

Technical Support Rep.

Responsibilities:

• Migrated 85 users from Windows NT to Windows XP, installed and configured new 10/100 Cisco routers.
• Additionally, Ghost imaged several Dell PC s and upgraded propitiatory software.

Confidential - Dallas, TX

Helpdesk Associate

Responsibilities:

• Resolved a 6 month XP Roll-out project for more than a thousand users, migrating from an NT environment to XP; upgrading and configuring software including: MS office products, Lotus Notes, multiple Confidential business applications, establish shared drive connections, installing and configuring network printers.
• Transferred to the Infrastructure Team after the XP migration project was finished, providing Level II - III technical phone support to the Confidential Network users for various OS platforms such as NT, Win98, Win2000, WinXP, OS2, Unix, Novell.
• Network connectivity support troubleshooting liaison; Active Directory migration, Lotus Notes 6.5 upgrade support, mapping network drives, handheld install and configuration, VPN support, Confidential business application support, PC issues, resolving network printer issues using remote access.
• Active participation in weekly training classes and roundtable meetings pertaining to the constant innovative developments in the company’s IT infrastructure.
• Installing ADSL/POS systems for a nationwide restaurant chain in Dallas, Texas area for Wharten Logistics and ACS.
• Upgrade all restaurants from 56k bandwidth to DSL and testing connectivity.
• POS systems would include physical installation and routing of all hardware components, testing and troubleshooting of software and connectivity to servers for optimum performance.

Confidential

Information Technology Administrator

Responsibilities:

• Utilized InstallShield AMS to centralize system for effective and efficient monitoring all personnel, workflows, data, and communications involved in our organization’s software management process, ensuring entire IT department follows a proven, efficient process when preparing applications for deployment.
• MS Exchange server maintenance and setup for Outlook mailboxes.
• Brought on to provide direction and oversight for all strategic and tactical aspects of information technology for this privately owned franchise selling, repairing and servicing commercial fleets. Responsibilities were later expanded to include the telecommunication system.
• Challenged with full oversight of Dell/IBM Exchange 2000, LAN/WAN, Ethernet/Token Ring Network, routers, switches and hubs for over 400 users in four cities.
• Researched and evaluated new hardware, software and peripheral needs to ensure company’s technology investments aligned with business and cost goals.
• Dramatically reduced down time and increased overall network efficiency by replacing outdated Token Ring system with Ethernet environment.
• Orchestrated company-wide migration from Win 98 to Win 2000 Pro and XP.
• Realized significant cost savings by establishing relationships with new vendors and service providers and through recommendations for renegotiating equipment leases.
• Introduced disaster recovery/continuity plans, implemented and maintained network security software (NAV 7.5 and SurfControl).