SUMMARY

• Dynamic technical professional wif 10+ years combined experience in networked systems management, software and hardware repair, installation, project management, product implementation, and client support in various industry neutral corporate client/server and small business/home office business environments. Open - minded leader recognized for TEMPeffective critical thinking and problem solving abilities. Exceptional relationship-building skills wif internal and external clients, vendors, team members. Self-motivated and results oriented technical professional.
• PC Software Proficiency in MS Windows 7, 8, 8.1 & 10, MS Office Application Suites 2010-2016/Office 365, Internet Explorer, Adobe Design Suites, Citrix Applications, AS/400 TN5250 Emulation, Unix/Linux OS (Fedora, Red hat, Ubuntu), Mac OS X Sierra & El Capitan
• Network/Server Software Administration Proficiency in MS Windows 2003/2008/2012, Active Directory, Microsoft Azure Active Directory, ADFS, AD Connect, MFA, SCCM 2007 & 2012, RDCMan, SharePoint, MS Exchange 2003/2007/2012 and Exchange Online, Terminal Services, IOS 5, SQL Server 2000/2005, Domino/IBM iSeries, VMware, ERP/Oracle 11i, LAN/WAN Technologies, AS/400, AppleTalk, IIS, TCP/IP, DHCP, DNS
• PC Hardware Proficiency using Confidential, Toshiba, Compaq, Lenovo/IBM, Sony, Mac Pro, Mac Book, Mac Mini, iMac, iPads, PC’s, HP, Lexmark, Epson, Brother, Canon, and many other brands laser and inkjet printers.
• Mobile Computing Proficiency wif iPad, iPhone, Androids, Blackberry, Blackjacks, Palm Pilots;
• Telecommunications/Systems Administration utilizing Avaya Unified Communications Manager to manage user accounts; creating new users and troubleshooting network connectivity issue wifin an IP/VOIP communications system. Installation and configuration of Avaya softphone clients used wifin call center environments.

PROFESSIONAL EXPERIENCE

SCCM Systems/Desktop Engineer

Confidential

Responsibilities:

• Ensuring a consistent User Experience wif desktop technologies under the direction of the Technology Management team;
• Responsible for mobile device management utilizing Microsoft Intune; Windows applications packaging and deployment; advanced support for Microsoft O365, Apple and other technologies used by end users wifin all locations; Manage applications essential to various business functions (e.g. OneDrive, Active Directory, Avalanche, etc.)
• Ensure documentation is properly created and/or maintained for all desktop/server process and procedures
• Follow prescribed project management guidelines for ongoing RLS and RNK projects;
• Patch management strategies utilizing SCCM 2012 R2 (Current Branch);
• Scripting utilizing, PowerShell, VBS and other technologies
• VMWare VDI creation and management;
• Creation, deployment and management of Windows 7 & 10 O/S via SCCM 2012 R2

Windows Technical Project Lead

Confidential

Responsibilities:

• Coordinate all aspects of Win10 migration project scope wif high complexity of broad scope and moderate complexity, focusing primarily on technical content and project fulfillment;
• Responsible for Win10 projects execution starting from the concept approval phase to the start of production;
• Lead the technical project team and be key interface to the project, internal/external contributors and customer;
• Develop solutions to problems by exercising judgment and discretion;
• Determine dependencies, identify and assign specific resources in agreement wif the Engineering management and communicate expectation to all team members;
• Track progresses against release schedule and in collaboration wif the project management;
• Provide post migration technical support, ensuring training on newly implemented technologies are understood and security adherences are in place.

Sr. Desktop Engineer

Confidential, Chicago, IL

Responsibilities:

• Provide software installation and administration of 1,500+ workstations and support of Windows 7/8.1/10; perform Windows laptop, Surface Pro and Mac laptop builds and configuration.
• Provide onsite corporate employee assistance.
• Monitoring status of networked services for Active Directory Services, MS Exchange, SCCM 2012, Citrix XenApps, TDS VoIP, Cisco AnyConnect VPN, etc. taking action as deemed appropriate.
• Provide assistance wif A/V and Teleconference equipment setup and usage.
• Setup, administer and grant rights to various networked system applications used at the corporate offices as well as lodges.
• Other responsibilities as requested.

Systems Engineer/Professional Services IT Consultant

Confidential, Schaumburg, IL

Responsibilities:

• Accommodate Client Services Requests - High Level Support
• Provide onsite customer assistance in critical customer situations
• Monitoring and communication issue status and driving issues to resolution
• Work in conjunction wif other associates to TEMPeffectively identify and resolve application and network issues dat need to be addressed in order for the organization to deliver high quality client services
• Work across functional areas (support, development, marketing, field, etc.) wifin the company
• Provide analytic skills in research and resolving complex customer issues.
• Be recognized wifin the company and by our customers as a knowledgeable representative in one or more key application areas. Be able to contribute meaningfully to activities outside those areas of expertise.
• Assisting in Quality Assurance of new software releases
• Provide management wif regular status and progress updates
• Perform complex cross-functional tasks wifin professional service organizations

Field Services Engineer

Confidential, Elk Grove Village, IL

Responsibilities:

• Perform Tier 3 level systems administration and troubleshooting of technical issues for Field Service Technicians conducting corporate PC refresh project tasks; act as escalation point/lead on all issues dat are not resolvable by subordinate technicians related to logistics of project scope.
• Provide software installation and administration of 15,000+ workstations and support of Windows 7/8.1/10 using SCCM 2012 remote services, Apple iPad and iPhone support, AirWatch MDM, Exchange ActiveSync, MS Office 2010/2013/365, Adobe products, Internet Explorer/Java based web applications, VMware and various other legacy applications.
• Involved in implementation, administration and support of Office 365 deployment initiative.
• Perform applications/OS profile certification testing of newly created SCCM images to be deployed.

Lead/Sr. Service Desk Analyst

Confidential, Chicago, IL

Responsibilities:

• Designated point of contact for the fulfillment of all executive level technical support requests, (CEO, CIO, COO, CFO, CMO, etc.) Interfaced wif IT Senior management providing status information on projects.
• Travel to support trade shows and off-site events, acting as technical support to event coordinators, executives and other attendees of these events.
• Provide direction and instruction to 2 junior desktop support technicians wif day to day operations and support of business requests received for software, hardware, and networking and server access.
• Provide software installation and administration of 1500+ workstations and support of Windows 7/8.1/10 using SCCM 2012 remote services, Macintosh OS X, Apple iPad and iPhone support, AirWatch MDM, Exchange ActiveSync, MS Office 2010/2013/365, Adobe products, Internet Explorer/Java based web applications, VMware, IBM iSeries AS/400 emulation, and various other legacy applications.
• Answer/Resolve desktop support calls using Service Desk Plus from management and on-site and remote employees. Perform Tier 2 and 3 level systems troubleshooting of technical issues; answer/resolve non-technical management and on-site and remote employee clients inquiries. Act as escalation point/lead on all issues dat are not resolvable by subordinate technicians.
• Monitoring status of networked services for Active Directory Services, MS Exchange, SCCM 2012, Citrix XenApps, Avaya VoIP, Cisco AnyConnect VPN, VMware, etc. taking action as deemed appropriate. Setup and initiate server resources access for printing, remote applications access through SCCM, Citrix, and access through other server related connections.
• Responsible for the procurement of all desktop and laptop hardware requirements for the business; processing of payment of invoicing for same.

POS Field Services Engineer

Confidential

Responsibilities:

• Performing in country merchant transaction processing testing on VeriFone Vx510 networked terminals to ensure dial connectivity going to the US from each island country visited. Visited 17 Caribbean island countries, (1 country per week), to perform testing of new POS application to be used by financial institution Scotiabank’s merchants. Countries visited: Grenada, Dominica, St. Maarten/St. Martin, The Grand Cayman Islands, Bahamas, Turks & Caicos, Antigua, Belize, Trinidad, Jamaica, Barbados, St. Vincent, St. Lucia, St. Kitts/Nevis, Guyana, St. Thomas USVI, St. Croix USVI.
• Windows 7 migration project; assisting end users wif system configuration and setup of all applications used on desktop. Configuring printers, mapped drives, emulation sessions and any other required applications on the user’s desktop.
• Provided applications instruction and training on upgraded application versions. Project concluded 10/14/2013.
• Other duties as assigned.

Site Lead - End User Client Field Senior Tech Svc Specialist

Confidential, Round Rock, TX

Responsibilities:

• Designated point of contact for the fulfillment of all executive level technical support requests, (CEO, CIO, COO, CFO, CMO, etc.) Interfaced wif IT Senior management providing status information on projects.
• Provide direction and instruction to 3 systems support technicians wif day to day operations and support of business requests received for software, hardware, and networking and server access. Escalation of specific incidents as necessary.
• Management of on-site personnel working in Technology Learning Center for the specific purpose of providing visitor support for all hardware/software technical support issue as well as providing wi-fi connectivity access to guests visiting the facility.
• Answer/Resolve desktop support calls from management and on-site and remote employee clients. Perform Tier 2 and 3 level systems troubleshooting of technical issues; answer/resolve non-technical management and on-site and remote employee clients inquiries.
• Provide software installation and administration of 1500+ workstations and support of Windows XP/Vista/7 using SCCM remote services, Macintosh OS X 10.6.4 and higher, Apple iPad and iPhone support, MS Office 2003, 2007 & 2010, Adobe products, Internet Explorer/Java based web applications, Firefox, Opera, VMware, IBM iSeries, Reflections, Attachmate AS/400 emulation, and various other ADP/Tyco proprietary applications.
• Installation and monitoring status of networked services for Active Directory Services, Ms Exchange, SCCM, Citrix XenApps, Avaya VoIP, RSA SecurID, LDAP, VCMS,, Juniper VPN, Juniper Network’s Junos Plus, VMware, etc. taking action as deem appropriate. Setup and initiate server resources access for printing, remote applications access through SCCM, Citrix, and access through other server related connections, (e.g. SQL Server DB, Windows Terminal Services, etc.).
• Working as member of ADT/Tyco split migration project team lead for transitioning current Tyco and Tyco International employees over to ADT LLC and ADT Commercial. Coordinating move of data and email forwarding. Creating RSA security access to network domain via VPN. Creating and managing Exchange email accounts. Creating and managing Active Directory accounts for transitioned Tyco employees.
• Designated project lead and point person for COE Financial/Tax department initiative as well as heading up corporate employee move coordination/implementation project. Manage site PC hardware refresh projects.