SUMMARY OF QUALIFICATIONS

• 14 years experience in Desktop Support Client Architecture and Access Management
• Exceptional skills in identifying isolating and correcting hardware and software technical problems working directly with the end - user or client in a support capacity
• Outstanding experience in testing rollout planning into various environments and assisting development teams in client architecture projects
• Team member involved in client architecture projects
• Installing and configuring new hardware and software
• Active Directory and Novell Console One Network administrative experience in user access management
• Microsoft Novell and NT environments support experience
• Operating Systems Windows NT 4 Windows 95/98/2000/XP/7 Novell NetWare 4/5
• Networking Server TCP/IP and DHCP Exchange Server Remote Installation Server
• General Hardware Dell IBM HP and Lexmark computers and printers
• MS Outlook MS Word Power Point Active Directory LanDesk Groupwise Lotus Notes RSA VPN PeopleSoft Remote Desktop Remedy Magic Heat SafeBoot Configuration Utility Remote Access Terminal Services NetMeeting Console One

Professional Experiences

Independent Consultant

Confidential

Access Management/Network Administrative Support/ Active Directory

• Create user accounts add computers and printers to network in active directory
• Password resets
• Assist with creating access control list and access management
• Provide software support software upgrades and installations memory upgrades operating systems Vista and Windows 7 upgrades
• Troubleshoot network and internet connectivity issues
• Set-up workstations and peripherals
• Create remove and manage user email accounts in Outlook on Exchange Server

Confidential

Independent Consultant I T Helpdesk/Desk-side Support

• Provided Attachmate applications user access management support including password resets and un-suspends
• Provided administrative access management support for PeopleSoft applications Maximo CRM ABC HRPR and Trapeze including assigning generic passwords password resets log on instructions change password instructions reporting status of accounts and unblocking accounts
• Provided Active Directory Administration support including add move delete and alter the properties for objects such as computers users printers and shared folders. Managed user access including password resets enable and disable network accounts.
• Provided administrative support and troubleshooting for VPN users. Utilized RSA SecurID Appliance for troubleshooting which included resetting users pin enabling users SecurID token as well as synchronizing users token.
• Provided Novell administrative support using Console One to set up login restrictions and password management
• Provided helpdesk and Tier II desk-side support for corporate users. Responsibilities included troubleshooting desktop peripheral issues and software questions and problems
• Assisted with deploying moving and setting up PC s when requested
• Provided support and corrected workstations network and internet connectivity issues including network log on physical connections verifying static or DHCP configurations verifying routes and communications
• Provided MS Outlook application support to corporate users after GroupWise to MS Outlook conversion
• Generated detailed trouble tickets using Heat and Maximo

Confidential

Helpdesk Analyst

• Served as the initial point of contact for troubleshooting all I T related problems with a high ratio of first call resolutions.
• Provided phone remote and desk-side support for 1100 end users in Novell and Microsoft network environments
• Remotely managed workstations configured software installs and other network resources using Magic Automation Desktop Services
• Created detailed problem tickets describing symptoms resolutions status information as well as assign an applicable priority using Magic Helpdesk System .
• Provided end user support for Lotus Notes including setting up first time users configure connection to Domino Server assisting users in securing Lotus Notes IDs with a quality password requesting a Lotus Notes user name change managing and customizing the Lotus Notes workspace assisted with issues related to Lotus Notes mail and password resets
• Installed network printers using IP Client and Directory Services
• Provide support to Authorized Users on both reactive and a proactive basis
• Provide Access Provisioning support including creating deleting enabling disabling accounts in Active Directory Lotus Notes Access Management Portal and a host of proprietary applications. As well as reset passwords in the mentioned applications and proprietary applications
• Provided Active Directory user access management including add move delete and password resets.
• LanDesk user accounts access management create assign roles and decommissioning accounts

Confidential

Lead I T Support

• As the only I T technician for this site I successfully supported 45 administrative and executive on site clients as well as 5 remote sites. My responsibilities included troubleshooting and resolving all desktop peripheral issues and software questions and problems.
• Provided Network Administration support using Active Directory to create and manage users printers and computers including add printers to the network joined computers to the domain assigned permissions by adding users and computer to specific groups. I provided support for both on site and remote users.
• Responsible for all blackberry devices including installing blackberry desktop software configure desktop manager to Microsoft Exchange server for Outlook client synchronizing device with enterprise server re-issue devices and wipe devices .
• Assisted the blackberry administrator with adding users and groups and creating user groups on the enterprise server as well as assisted the blackberry administrator with activating and assigning blackberry devices. Provided blackberry support for on site remote and visitors from headquarters
• During a company roll out and conversion I had total responsibility for all office and work area set-ups including computers laptops and any peripherals. Set-up and responsible for workstations for visiting executives
• I provided support for a roll out of all IBM desktop computers that were replaced with IBM T60 laptops.
• I prepared all laptops for use by naming joining each laptop to the domain creating computer accounts in Active Directory imaged each laptop using Remote Installation Server RIS assigned users to computers and computers to groups utilizing SafeBoot Configuration Utility.
• Performed hard drive replacements and memory upgrades for IBM T60 laptops
• Supported Microsoft Outlook including configuration instruction mail calendar troubleshooting as well as configured and troubleshoot proprietary software
• Responsible for site inventory
• Provided support and corrected workstations network and internet connectivity issues including network log on physical connections verifying static or DHCP configurations verifying routes and communications

Confidential

Independent Consultant Desk-side Support

• Provided support during companywide conversion
• Named and added re-imaged and new computers to the domain
• Set-up local security on workstations and laptops
• Physical set-ups of new computers and peripherals
• Physical set-ups and installations of new network HP printers
• Re-imaged hard drives using BartPE3
• Provided end user support for Lotus Notes7 including setting up first time users configure connection to Domino Server assisting users in securing Lotus Notes IDs with a quality password requesting a Lotus Notes user name change managing and customizing the Lotus Notes workspace assisted with issues related to Lotus Notes mail and password resets
• Provided support and corrected workstations network and internet connectivity issues including network log on physical connections verifying static or DHCP configurations verifying routes and communications
• Technologies OS

Confidential

Independent Consultant Helpdesk Analyst

• Troubleshoot on site and remote users including Prince Georges County Government offices libraries and police
• Password and un-suspends for proprietary software including Attachmate s CICS IMS
• Resolved MS Outlook configurations installations and email account set-ups
• Provided support and corrected workstations network and internet connectivity issues including network log on physical connections verifying static or DHCP configurations verifying routes and communications

Confidential

Desk-side Support

• Set-up XP Professional wireless network for realty offices including setting up the base stations establishing workgroups sharing files folder and drives
• Physical set-ups included routers workstations and printer installations and configurations
• Performed RF site surveys
• Set-up and installed firewalls for security and assigned passwords for permission to access folders using Windows share-level access control
• Installed and troubleshoot MS Office Suite3 applications
• Installed wireless network adapters for all workstations
• Troubleshoot and manage all workstations wireless connectivity issues
• Performed memory upgrades to Dell workstations
• Addressed requests by phone email and desk-side as well as on call support
• Maintained the network
• Troubleshoot all hardware and peripheral issues

Confidential

I T Helpdesk/Desk-side Support

• Provided desk-side and phone support a variety of hardware and software issues
• Used Directory Services and Console One to manage users log on passwords access accounts and permissions to the network
• Installed software and hardware on Novell Windows 95/98/2000 and NT workstations
• Groupwise Administrative support including creating Groupwise user accounts renaming users and their group accounts managing mailbox passwords and email addresses checking email usage disabling and enabling accounts restoring deleted mailbox items recovering deleted accounts and removing Groupwise accounts
• Provided hardware support including replacing or adjusting common peripherals and upgrades
• Supported Attachmate applications resetting passwords and un-suspending accounts
• Technologies supported were Novell Windows Citrix Mac Windows NT