COMPUTER TECHNOLOGY:

Software: Altiris, ArcServ, Avaya, Cisco, Citrix, eTrack, InControl, LapLink MS Exchange, MS Office, Patchlink, SCCM, SMS, NOVELL 3.12/4.2, Windows 2000/ XP Professional/Vista/Windows 7, REACHOUT, Timbuktu, Windows NT 4.0 Workstation\2000\2003 Server

Hardware: CQ M700 and EVO SERIES, DELL, IBM, TOSHIBA Laptops

LAN/WAN Hardware: CQ Servers, Raritan, Riverbed, Cisco 4000

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, MD

SENIOR TECHNOLOGY ASSOCIATE

Responsibilities:

• Deliver technical solutions, systems configuration and end - user training for the network operations, applications, telephony and digital convergence for Confidential MFP printers.
• Configure hardware and software systems for an office of 200 users. Lead quality assurance efforts for in-house and COTS software applications, process virtual data migration and maintain PBX upgrades.
• Installation and cut cover over support for office moves.
• Novell 3.12/4.2, Windows NT 4.0/2000/2003 Server Administration. Manage Cisco port configuration per request for 3rd Party Access and Confidential Printer Management. Install patches and managed software. Cable, rack and mount servers.
• Assign IP addresses to printers and servers as requested. Resolved TCP/IP, WINS and DNS issues.
• Work closely with business technology services to ensure efficient application performance for Active Directory, Windows 2000 Professional, PC Backup, VPN/LAN, Groove, SMS Installer, and Vista Enterprise 32-bit.
• Manage Windows 2000/XP/Vista deployment including system checkups, training and support, and customer relations.
• Hands-on testing of Groove. Facilitate remote and local deployments for major changes for Vector/Groove updates.
• Desktop Support & System Deployment/Maintenance: SME to expedite hands-on assistance to end-users for various hardware/software issues; configure and troubleshoot Confidential, IBM, and Toshiba laptops, CQ/ Confidential and Dell desktops per SLA’s. Configure and re-provision PDA devices. Virus mediation.
• Work directly with Corporate Network Administration (TCP/IP, DNS and DHCP services) and contractors.
• Install and provide hands-on solutions for Groove peer-to-peer interaction support for assurance professionals.
• Conduct national field technology training MSO Sessions.
• Reduce excessive costs for each line of business by proactively redeploying equipment and securing warranty repairs.

Confidential, Hldg. Sparks, MD

DESKTOP SPECIALIST

Responsibilities:

• Assign and manage high priority issues from help desk and provide prompt solutions using Remedy and Support Magic.
• Supervise overall team activities including work for onsite, remote and 3 contract technicians; ensure that products and services were delivered on time and within budget.
• Project Management: Handle project scope as part of a team and manage client expectations for image upgrades and network peripherals projects; interface with web design team to develop and implement a desktop support intranet web. Monitor desktop services and mobile computing support center’s exchange and internet mailboxes
• Team Training: Provide orientation training and serve as ongoing mentor for new desktop staff; manage rotation schedule for individual work assignments for Unisys contractor staff.
• Systems Deployments: Facilitate remote and local deployments for major changes including Windows systems.
• Standard Procedures & Documentation: Document and maintain implementation procedures for each hardware and software specification. Retain documentation for specialized software implementation.

Confidential

DESKTOP SUPPORT SPECIALIST

Responsibilities:

• Identify client’s technical requirements regarding legacy applications; provide appropriate documentation of installation procedures for customized applications for regional area managers.
• Analyze and configure hardware/software per firm requirements, laptop/docking station and desktop computers for new employees.
• Establish passwords for Windows NT Domain rollout and maintain inventory of desktops and loaner laptop pool.
• Serve as technical support personnel for three locations consisting of 1,500 end users running Windows on Novell and PATHWORKS platform.

SUPPORT SPECIALIST

Confidential

Responsibilities:

• Handle front-line communications and desktop support using Support Magic.
• Closely monitor remote sites and regularly communicate with team to maximize customer service and satisfaction.
• Delivered Level I and Level II support (via phone and dial-up) using REACHOUT and RLINK to primary field offices nationwide.
• Identify customer’s technical requirements; resolve network and remote access problems with TCP/IP.

Confidential, Baltimore, MD

TECHNICAL/SALES CUSTOMER SUPPORT REPRESENTATIVE

Technical Summary: MS Exchange, MS Office, MS Project, Nota Bene, Windows NT, XyWrite, Wealth Transfer Planning, Windows 95

Responsibilities:

• Manage international and national customer support calls for product users.
• Prepare evaluation process, purchase and implementation of new client/server package solutions.
• Help Desk Support Team member for software applications.
• Work with end-users via telephone to modify AUTOEXEC.BAT and CONFIG.
• Edit, revise and maintain customized databases for end-users of legacy systems.
• Support customers with software installation; research and resolve configuration problems; and implement new telephone menu system.
• Modify and edit module hypertext components to facilitate the transfer of legacy information from mainframe systems to web based product for 32-bit application