SUMMARY:

Hard working and technically talented. It is my developed customer service sensibilities, which set me apart. My desire is to be of service, offering knowledge and tenor. Along with enthusiasm, a formal business and technical education; including client, server, and IIS managenent, I offer you a multi - tasking self-runner. Combine this with expert time management and organizational strengths. Experience cannot be taught, but has taught me attitude is the key.

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

Access Management Systems Support

Responsibilities:

• Participate in part of the Desktop Services Group responding to in-house web ticket management system; specializing in Application Access Management.
• Windows 7/ Citrix Environment
• Heavy Active Directory
• Application support includes Windows, Windows Server, Main Frame, Citrix; Production, Sales, Development, HR, and Technology
• Assign level of Access/Roles to Programmers
• Meeting SLA.
• Spent 6+ months caring for elderly family member, worked part time for Salvation Army and Dallas Zoo

Confidential, Dallas, TX

Help Desk Analyst

Responsibilities:

• Windows incremental XP to 7 migration
• Imaged new-hire Desktops/Laptops and upgrades
• Inventory deployment
• Software pushes via Active Directory, Landesk
• Heavy support of AutoCad products/Liscensing
• Troubleshoot network, wireless, shared, and local/wireless/shared printer issues
• Server updates; Network Imaging (Ghost)
• Replaced 10 ceiling mounted WAPs (wireless access points) software/schematic config
• Support of Iphones/Ipads
• Took on project w/ Dr. Pepper that ended after 6 weeks. Project shelved.
• Moved away for a couple of years to be near family.

Confidential, Irving, TX

Master Database Analyst

Responsibilities:

• Implementation and testing
• Team Lead-Audit/Quality Management
• Create master data for Lufthansa database
• Four weeks intense training preceded data analysis/roll-out

Confidential, Plano/Dallas, TX

Help Desk Analyst/Deskside Analyst

Responsibilities:

• Piloted/QA Live Web Chat Support
• XP/Vista international support
• Routing/escalation, Remedy
• Backup to Team Lead and Email SME
• Outlook 2003/2007; Exchange Server 2007
• Wireless, VPN, LAN/WAN Network support
• User account management, password changes; kerberos authentication and group policies; LDAP
• MS Office 2003 & 2007, Adobe, Collaboration Tools
• NetMeeting, WebEx,& TLM (Connected Data Protector)
• Network/shared printer support, all print queue access
• Blackberry/Treo
• SMS/SCCM, WebEx, NetMeeting, Citrix-Remote2Desktop, Remote Desktop, Remote Admin
• Unix/Linux incident language for escalation

Deskside Support Analyst

Confidential

Responsibilities:

• Desktop, laptop, and printer software support
• Key imaging (Ghost)
• Heavy laptop virus removal
• Hardware diagnostics and warranty status

Confidential, Dallas, TX

Deskside Support/Consultant

Responsibilities:

• Windows 2k, XP, MS Office 2003, XP; Server 2003
• RMS, CRM, POS, SIEBEL Raiser’s/Financial Edge; MS SQL, Citrix
• Outlook 2000, 2003, Exchange 2003; Active Directory
• Printer hardware/software support
• Implemented Blackberry Ent. Server, accounts and troubleshooting
• VOIP Account Mgmnt

Confidential, Rowlett, TX

IT Lead-Division IT Support

Responsibilities:

• Procurement & deployment all laptops & desktops (Dell Small Form Factor)
• Multi-velocity & network printers support/management (AD); Inventory Management
• Installed remote print servers for wireless printing
• TCP/IP; Ethernet; Active Directory account management
• AS400 account management
• Lotus Notes Employee database
• Completed roll-out replacing 80 small form factors with laptops
• Dell PC Lease Expiration Migration; Sarbanes-Oxley compliance developing high interest in Securities and Ethical Hacking Methodologies
• Server 2003 administration
• Troubleshoot Windows XP environment; DHCP, DNS, Cisco Routers/switches
• Facilitate satellite offices; broadband set-up; VPN; PIX Routers Unix configuration via Citrix web portal
• Support/training Blackberry
• Implemented Track-It for Incident Management

Confidential, Kilgore, TX

Deskside Support

Responsibilities:

• Image server admin
• Windows 2K/XP, network, software, hardware, and printer support for seven branches
• Provide PowerPoint end-user training
• Zenworks; GroupWise Administrator
• Digital Certificate Installation
• Interface ACH (data entry)
• Daily backups making off site tape drop
• Point-of-contact for on-line internet banking rollout
• Completed 40-hr training on windows banking software in Sioux Falls, SD

Confidential, Plano, TX

I.T. Sales Support

Responsibilities:

• SAN/NAS Solutions
• Maintained contractor form requirements and time
• RFP’s (Request for Proposal) preparation
• Technical sourcing for clients such as Lockheed Martin and Northrop Grumman
• In-house network (desktops/printers) configurations; Windows XP, 2000, Exchange
• Upgrade to Windows Server 2003 and MS Office 2003
• Vendor of Solid works (CAD) Software
• Robotic server back-ups using (Sync Sort) managed through email alerts

Confidential, Dallas, TX

Deskside Support Analyst

Responsibilities:

• Remedy maintaining SLA in the 90%
• Outlook/Exchange migration from CC Mail
• Windows 95 to Windows 2000 migration converting 1000+
• Exchange & Novell Admin Back Up Operator (Arc Serve)
• Windows 98, 2000, XP platforms; Ethernet intranet/internet
• Java, TCP/IP, SMS, remote access, VPN, Ghost
• Hand-held PDAs; printer setups, JetAdmin (Novell queue management)
• Hardware (Toshiba, IBM, and Compaq), proprietary software
• PeopleSoft Financials/HRMS, Business Objects, Pivotal and MAC Exchange installs
• SQL/Oracle
• Proxima set-up (Video Conference)
• SMS
• New hire training; Authored end-user procedures
• Maintenance of Novell user accounts
• NT4.0- Server 2000 Server Environment