SUMMARY

• Self - motivated and goal-oriented Desktop Support Analyst, with MCSE certification. Experienced in Windows hardware/software as well as DNS, Citrix Administration, and network troubleshooting.
• Proven ability to quickly learn and apply new technologies as they come, while maintaining and integrating legacy systems. Known as a Solutions Architect and finds extreme joy in designing and delivering the right results.

PROFESSIONAL EXPERIENCE

Confidential, Dallas TX

Desktop Support Engineer (Contractor)

Responsibilities:

• Receive Legacy Computer from the user’s desk
• Migrate user-state and document using scripts to the new computer
• Install applications required for the user from SCCM application list
• Mapping Outlook configuration by attaching PST files of the user
• Verify all documents, favorites, shortcuts, personal settings, mapped drives, folders,Printers and outlook files
• Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; make repairs and correction where required.
• Acts as a technical resource in assisting users to resolves problem with equipment and data.
• Support the first time user for Windows8.1 usability and answer any questions.

Confidential, Southborough MA

Senior Desktop Support Analyst

Responsibilities:

• Administered Microsoft Windows Servers (Active Directory), Microsoft Workstations, and network security devices for 650 users and 100 printers in four locations
• Installed new / rebuilt existing servers and configured hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements
• Developed and maintained installation and configuration procedures
• Performed daily system monitoring, verified the integrity and availability of all hardware, server resources, systems and key processes, reviewed system and application logs, and verified completion of scheduled jobs such as backups.
• Performed daily backup operations, ensuring all required file systems and system data were successfully backed up to the appropriate media, and that recovery tapes or disks were created, and media was recycled and sent off site as necessary
• Maintained the Microsoft Exchange Servers and resolved any issues regarding the Exchange email systems
• Managed setup of applications hosted via Microsoft Exchange
• Created and managed all mailbox and groups on Microsoft Exchange 2007, 2010
• Performed regular file archival and purges as necessary
• Created, changed, and deleted user accounts per requests
• Provided Tier III/other support per request from various constituencies.
• Investigated and provided troubleshooting for issues
• Repaired and recovered from hardware or software failures.
• Coordinated and communicated with impacted constituencies
• Automated workstation and Server deployment using Symantec Altiris deployment solution 7.5
• Applied OS patches and upgrades on a regular basis, and upgraded administrative tools and utilities. Configured / added new services as necessary.
• Completed ongoing performance tuning, hardware upgrades, and resource optimization as required. Configured CPU, memory, and disk partitions as required.
• Managed the data center and computer host systems including hardware, software and equipment such as air-conditioning system, UPS (uninterrupted power system) and fire protection system.
• Support users and application connection to Citrix receiver 4.5
• Support and manage HP desktops e.g. HP 6005, HP8200, HP8300 and HP printer.
• Create SLAs (Service level agreements) for Confidential .

Confidential . Westford, MA

Desktop Support Specialist

Responsibilities:

• Provided hands on support for desktop/laptop hardware and software, Windows LAN, Cisco VPN, printing, file sharing, and Email for windows.
• Provided first and second level of support within the Help Desk structure, including answering phones, managing service calls to completion, ensuring customer satisfaction, performing root cause analysis and remediation, and expanding the Help Desk knowledge base by researching and documenting call resolution outcomes.
• Provided daily support for users using Microsoft Exchange Server, and resolved end-user problems connecting to Note Domino server.
• Coordinated desktop moves. Performed adds and changes to support business needs and users requests
• Supported the planning, analysis, design, testing and troubleshooting of telecommunication and operational systems
• Maintained and enhanced the local telephony environment, including call routing and voicemail
• Supported Cisco IP phone system (120 users), Call Manager 3.3, Unity 4.0, Coral PBX phone system, V-Mail, handsets, Tapti call usage reporting systems, and ACD call routing.

Confidential, MA

PC Technician

Responsibilities:

• Migrated Windows 95 to Windows NT
• Assisted with application and data migration
• Performed site survey on servers and workstations
• Backed up users data, performed migration of mailing lotus notes, installed Microsoft Outlook applications and restored users' data, rolled out new desktops and laptops, and upgraded clients’ software and hardware
• Tested PCs and laptops for year 2000 compliance
• Provided exceptional customer service to hundreds of clients daily, assisting with solving problems and providing expedient solutions to meet their needs.