QUALIFICATIONS SUMMARY:

• Accomplished Senior Help Desk professional with over 13 years experience in User Acceptance Testing and QA Tester.
• Skilled in building computers and servers, troubleshooting network connectivity issues.
• Competencies in the following industries: banking/financial services, , telecommunications, retail, and computer/software sales
• Proficient in troubleshooting computers and LAN/WAN network issues within a mixed environment including UNIX, Linux, Windows XP/7 and Microsoft Server 2008 r2.
• 2 years User acceptance Testing and Quality Assurance experience SQL querying experience with strong data manipulation, pattern detection, and problem solving abilities
• 1 year experience supervising small teams 2-4 and observed an increase in performance

TECHNICAL PROFICIENCIES:

Areas of Expertise:

• Platforms: Windows NT/2000/XP/7, UNIX, Linux
• Skills: MS Access, SQL Server, DNS, DHCP, Firewall, VLAN, Mobile Testing
• Active Directory Computer repair VPN Connectivity
• TCP/IP Server Installation Help Desk Support
• Software: MS Word, MS Excel, MS PowerPoint, MS Project, MS Visio, MS Outlook, MS SharePoint, Clarify, Sales Force, Seibel, Microsoft Server 2003 2008, IOS/CLI, SSH, Telnet, VMware, Virtual Box, HIPPA Certified, HP QTP UFT , VBScript, POS installation, Epic Credentialed

PROFESSIONAL EXPERIENCE:

Confidential

System Administrator, Desktop Support Technician

• Installed and Configured Windows Server 2003 and 2008
• Racked Server in server rack
• Monitor server logs to determine server issues
• Installed QuickBooks on server and made sure nightly backups are running using Windows Backup and Acronis True Image
• Troubleshot network and server connectivity issues
• Installed POS system for Chase bank and registers at mall kiosk across metro Atlanta
• Configured and deployed HP Thin Clients for users to remotely access their desktop using RDP
• Install and maintain routers, switches, firewalls and VPN connections for business clients
• Installed POS machines for PawnMart and O'Charleys and Panera Bread
• Used Ghost to reimage the hard drive in NCR 7402 and 7403 POS system, and replaced the motherboard
• Upgraded Staples PBX system to Cisco Voice Over IP phone systems
• Configured Cisco IP phones Cisco 7931, Cisco 7925, Cisco 6901
• Removed Cisco Catalyst 2950 Switch and Cisco 2811 Router from the server rack in the Telecom room.
• Ran Cisco commands to decommission old switch and router.
• Racked Cisco 2911 router and Cisco switch C2960 and Syn-Apps Paging Relay
• Assisted with migrating a corporate domain to another Active Directory domain
• Unbind and joined MAC computers to an Active Directory Domain.
• Replaced MacBook Hard Drive, Memory and reloaded OS X.
• Assisted with Windows XP to Windows 7 migration.

Confidential

• Migrated All of SunTrust application from Windows XP to Windows 7
• Used Remote Desktop Service to remote into a Windows 7 virtual machine to test multiple application
• Followed a manual test plan and made sure the software status was pass or fail
• Recorded and documented results and compared to expected results
• Participated in application planning meetings
• Designed and executed test plans on tablet, desktop, and web applications
• Performed tests and ensure error free and bug free products/ application
• Reported and communicated bugs/errors to the relevant team through error reporting tools
• Properly document all the errors/bugs reported and corrective actions take and reported tested application/ code to Team lead/ Manager

Confidential

Help Desk Support, Mobile Tester

• Provides Technical support to various airlines and services industries such as Coca Cola and Home depot
• Used Airwatch MDM to delete and install applications on mobile devices
• Remoted into mobile devices using SOTI Mobile control and Airwatch
• Troubleshot devices such as iPhones, iPads , Samsung Galaxy tablets, Motorola scanners and Android devices.
• Dispatch Technician to resolve onsite issuses
• Assist with and setup BYOD mobile devices to a cooperate network via a VPN connection
• Used Oracle to create RMA's on broken devices.
• Deleted and added profiles off of the IPhones and iPads
• Tested mobile devices to ensure the APK packaging is installed on the devices
• Used scripts to push APK packages to Android devices
• Worked with GSM and CDMA cell phones for companies like T-Mobile AT T and Verizon wireless.
• Configured Exchange ActiveSync on mobile devices Android and iPhones

Confidential

Apple Care Advisor

• Used iMac's to provide phone support to Apple customers
• Provided iPhone, iPad, iPod and iTunes Support
• Configured and troubleshot iOS devices, connected them to various networks such as Wi-Fi or GSM 3g/ 4g network
• Configured iPhone to use Microsoft Exchange servers and various mail accounts such as Gmail, Comcast and ATT.
• Trained new Apple customer on new product releases and assist them with setting up their iOS devices
• Restore and reset Apple devices back to factory settings for optimal use.

Confidential

Field Support Technician, Desktop Support Technician

• Used various tools to remove viruses, spyware, malware and root kits
• Troubleshoot various Desktops and Laptops such as Dell, HP, Acer, Gateway and Lenovo
• Removed video cards, motherboards LCD screens, Hard Drives
• Provided onsite support various business clients in metro Atlanta and migrated clients from Windows XP to Window 7
• Installed and configured Small Business Server, Microsoft Server 2008 and Terminal RDP Server
• Configured and deployed HP Thin Clients for users to remotely access their desktop using RDP
• Install and maintain routers, switches, and firewalls
• Resolved any LAN or WAN connectivity issues

Confidential

Help Desk Support, Network Support Technician

• Provide desktop hardware and software support for over 400 users in a corporate environment via in person, email and telephone.
• Test and deployed software and updates to all internal desktops
• Configured Microsoft Exchange, email servers on Blackberry, Android and IPhones.
• Used SharePoint 2010 to managed inventory an added asset tags to each device on the network
• Maintained copiers, printers and scanners, replaced toner ink cartridge for Ikon, HP and Cannon copiers.
• Unlocked passwords and helped create new users in Active Directory, set group policies for Organizational Units across the network.
• Created, updated and deployed desktop images such as Windows 7 and Vista in Windows Deployment Services. Install Cisco IP phones at workstations
• Migrated end users from Windows XP to Windows 7
• Diagnosed hardware issues and replace components when necessary, Troubleshot issues as they arise and provide solutions
• Supported Audio-Visual equipment such as Projectors and Video conference equipment
• Configured and installed APC battery backup and Cisco Catalyst switches into server racks, ensured data connectivity with the WAN and LAN using fiber cables
• Installed and Configured Microsoft Server 2003 and 2008 file servers.

Confidential

Technical Support, User Acceptance Tester UAT

• Provide email and phone support for over 25 websites. Logged tickets using Peregrine Service Center and Salesforce
• Unlocked user's passwords and helped create new passwords to log into LexisNexis websites.
• Explained to customers how to read and interpret various Employment background check reports.
• Preformed regression testing, and migrated cpscreen.com from Weblogic to JBOSS application server. Test all newly developed and modified web sites and/or related software
• Followed test plans and manually test web application for defects.
• Provided 24/7 on call after hours support for multiple platforms.
• Used CLI/IOS commands to configure a Cisco router and switch in a test network environment.
• Installed and configured a Linux server running Fedora and CentOS to communicate across a LAN.
• Received HIPPA training to support users

Confidential

Technical Support Representative

• Analyzed and resolved technical issues with websites, email, and databases.
• Created and deleted zone files. Used the nslookup and ping commands to troubleshoot website problems.
• Assisted customers with logging on to the MS SQL and My SQL database.
• Preformed Terminal Service to log onto the server to create and deleted usernames, passwords, and web virtuals.
• Provided 24/7 on call after hours support for multiple platforms.
• Used remote management tools to access servers and perform restarts of server services for customer solutions. Configure and troubleshoot Linux OS issues and applied basic Linux commands to navigate through customers servers

Confidential

Computer Technical Support Representative

• Demonstrated problem solving skills as a hardware and software technician via ACD/Call Center.
• Resolved issues for Ethernet and wireless networks.
• Assisted customers with Software, hardware installation and programming issues. Identified problems, troubleshot and provided technical support to remote desktop and laptop users.
• Dispatch Technician to resolve onsite issuses
• Documented calls and dispatch technicians to fix and replace failed components.
• P Upgrading network PCs to latest MS windows version.
• Setup LAN and connect them to main server.
• Re-image/rebuilt workstation with Norton Ghost imaging software. Installing/ supporting Ms Office suite.
• Configuring DNS server, troubleshooting and fixing Internet connectivity problems that may occur through the network