Objective:

I am highly interested in pursuing a position that will allow me the opportunity to contribute to the successful implementation of an organization's missions and goals by utilizing my experience and skills.

SUMMARY

• Excellent oral and written communications skills.
• Work collaboratively and as a member of an ITIL Service Desk team meeting SLAs.
• Able and motivated to become rapidly familiar with changing or new technologies.
• Efficiently support, troubleshoot, and maintain computer systems and Infrastructure.
• Effectively plan, install, configure and optimize the IT infrastructure to consistently achieve high availability and optimum performance.
• Create and deliver solutions tied to business growth to achieve systems and network optimization.
• Skilled problem identifier and troubleshooter comfortable managing systems and projects in a diverse range of IT environments.
• Ability to apply excellent judgment utilizing established procedures in interpreting documentation, troubleshooting and resolving software, hardware and network connectivity issues.

TECHINICAL SKILLS

Knowledge, skills and ability supporting, troubleshooting, configuring, installing and using a wide variety of laptop and desktop computer systems, SCCM, RDP, NetMeeting, Dameware, LogMeIn, N-Able, TeamViewer, VPN, BCM Remedy, Magic, AutoTask, Hyena, Windows Server 2012, Server 2008, Server 2003, SQL Server, Windows SBS, Active Directory, MS Exchange 2010, Office 2013, Office 2010, MS Office 2007, Postini, MozyPro Back up, Datto Backup, EDC, EMR, EDI, Citrix XenApp, McAfee, NAV, TrendMicro, Windows 8, Windows 7, Windows XP. WYSE. Provide technical support in TCP/IP network environment. Lenovo, Dell, HP, WYSE, Desktop Imaging: Ghost Altiris. HP LaserJet printers, Certificate of attendance in How to Deliver Exceptional Customer Service Fred Pryor seminars.

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Windows Administrator / Data Center Tech Part Time

• Manage desktops /laptop, repair desktops/laptops, perform windows acct management, and perform helpdesk support.
• Rack-stack-patch ground network switches and servers.
• Deploy servers and network equipment in a production data center environment.
• Prepare, deploy, test fiber and copper patch cables.
• Build and deploy Server cabinet IAW DC standards.
• Install decommission switches and servers in the data center.
• Patching of equipment in the Data center. Install copper-fiber patching and testing connections.
• Ground devices to grounded-racks. Add and update DC infrastructure management software.
• Perform integration tests on newly deployed equipment.
• Install and support temp sensing monitors, power strips, server cabs, wireless access points, and IP Phones.
• Troubleshoot any device in the data center that requires physical connectivity.
• Dispose of project material packaging IAW local disposal procedures.
• Request / assist support of network, facilitates, storage, system admin to complete projects. Perform other related duties as assigned.
• Perform work on ladders and within a raised computer floor as necessary.

Confidential

Rapid Response Team Engineer

• Diagnose resolve issues relating to OS Windows 7 8 and MS Office.
• Diagnose, troubleshoot, resolve issues relating to Hardware peripherals, OS and software.
• Resolve network connectivity issues relating to network: shares, printing, connectivity, terminal servers, VPN, Citrix, Windows servers 2008, 2012, SBS, Email issues.
• Active Directory / Exchange New user creation, granting, modifying user access, account unlock, password reset.
• Diagnose and resolve network connectivity issues on PCs, Windows Print Servers.
• Install software drivers, patches and updates
• Contact vendor tech support or SME as needed for resolution of issues relating to vendor specific software or hardware.
• Network back up and folder/file restorations as needed.
• Install and configure Cisco VPN client on PCs.

Confidential

IT Coordinator Support Tech

Desktop network support to NC corporate and 12 Sprint retail stores in 50 mile radius.

• Primary escalation point for Windows 7 XP PCs and network issues.
• Survey, Isolate, resolve LAN issues at 12 Sprint retail stores NC Headquarters.
• Removal of malware, virus, spyware on PCs
• Project lead for upgrade of Win XP to Win 7 at 12 Sprint retail sites.
• Software and hardware configuration, testing, scheduling, preventive maintenance, vendor returns.
• Setup training laptops in training room for employee meetings and new hire training.
• Asset management tracking and inventory.
• Ensure PC, printers peripheral devices connect seamlessly to LAN, resolve connectivity issues.
• PC peripheral equipment moves.
• Evaluate new application/update requirements.
• Install software drivers, patches and updates. Providing technical feedback and onsite assistance.
• Project installing RQ4 POS software on all PCs at 12 Sprint Retail store locations.

Confidential

Technical Support Analyst

• Troubleshoot and resolve issues relating to: Win7, WinXP Office 2010, email issues.
• Network connectivity issues: Terminal servers, PCs, WYSE terminals, network printers,
• Resolve issues on proprietary and vendor specific software applications: BabySteps EHR , MedSuite, Dicom, EMR, PAC.
• Install and upgrade software.
• Antivirus, malware and spyware removal. Configure and deploy new user equipment. Move pc/laptop peripheral equipment as requested, submit break fix tickets.

Confidential

Help Desk Technician

• Monitor and assign desktop support tickets as tickets come through phone, email and ticketing system.
• Provide technical support for users for all desktop and laptop issues reported to IT service desk.
• Troubleshoot and resolve issues relating to OS Windows7, Windows XP, MS Office 2010, vendor, COTS and other software.
• Diagnose resolve network connectivity issues: network shares, printing.
• Track and maintain documentation for PCs, printers, monitors and peripherals equipment inventory.
• PC equipment moves.
• User creation, network access granting/modifying.

Confidential

LAN Tech II

• Assist all users with hardware and software problems.
• Image laptops with Window 7 using Acronis.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems
• Install, administer, troubleshoot, and maintain PC/laptop and peripheral equipment.
• Work with internal support contacts to resolve technical problems with desktop equipment and software.
• Create and maintain documentation on IT ticket. Track and maintain inventory and stock of PC/LAN equipment in order to meet business needs

Confidential

Service Desk Technician

• Install, update, trouble shoot and resolve issues relating to Windows 7 and Windows XP, MS Office 2010, MS Office 2007 and vendor software as needed. Contact vendor tech support as needed.
• Desktop and Laptop Ghost imaging and deployment.
• Research and utilize vendor specific tech support and documentation as needed for issue resolution.
• Act as technical consultant for users determining equipment configuration issues and operational problems. Consult with vendors and other resources such as MS Knowledgebase or manufacturer's web sites in resolving problems.
• Install software drivers, patches and updates. Research and specify required parts and supplies: web resources, internal sources, vendor tech support, CD-ROMs, industry and professional contacts and other sources when applicable.
• Coordinate with users to back-up and restore customer's user data files Central Storage U: drive, verify and map to appropriate network drives
• Activation and troubleshooting for Blackberry and PDA devices.
• Maintain records of services provided in ticketing system and ensure accuracy of Remedy ticket tracking and Desktop Inventory of Computing Equipment DICE tracking system.
• End user PC equipment peripheral moves as needed if hardware techs not able, and other related projects.
• Diagnosis, troubleshoot, resolve network connectivity issues including VPN connectivity issues.

Confidential

Desktop Support Technician

• Configure and install new hardware upgraded and moved existing hardware as required.
• Ensure that all hardware installations meet company standards.
• Install and upgrade software on HP 6220 laptops, Lenovo T60, T61, T400 laptops as needed.
• Install Images on HP laptops using Ghost.
• Troubleshoot and resolved issues with existing software or software configurations.
• Ensure all software configurations meet company standards.
• Train new users on proper login procedures, electronic mail, remote access and other software as needed.
• Resolve Network connectivity issues as well as VPN connectivity issues as needed.