EXPERIENCE SUMMARY

• Results focused information technology professional with solid years of combined IT support, Help Desk, Systems, LAN & WAN Administration experience backed with a strong work ethic, attention to detail, and a keen desire to satisfy his clients’ needs.
• English & French bilingual team player with great interpersonal, communication, and organizational skills who is able to work with little or no supervision.

TECHNICAL SKILLS

• Active Directory
• Universal Imaging Utility 4.6 & Sysprep config
• Microsoft Windows Server 2003 & 2008
• Microsoft Office Suite 2003, 2007 & 2010
• Microsoft Windows XP & Windows 7 Operating Systems
• MS Lync 2010 & 2013
• Mac OS X VMware Workstation 7.0
• VMware Sphere 4.1
• Symantec Antivirus & Symantec Endpoint Protection
• Cisco & Avaya VOIP Products
• Cisco AnyConnect RSA VPN 2.4
• SMS Remote Control & Desktop
• SolarWinds, IIS7, SQL Server 2008 config
• McAfee SafeBoot Whole Disk Encryption
• BlackBerry Enterprise Server 5.0
• iOS and Android mobile device deployment/support
• Citrix Server Xenapp & Access Management Console
• RSA SecurID Server Admin Console

PROFESSIONAL EXPERIENCE

Confidential

IT & Systems Consultant

Responsibilities:

• Provided hardware & software support for all technology - related hardware (Desktops, Phones, Laptops, Smart Clients, PDAs, Videoconferencing solutions, etc.)
• Managed Active Directory users, computers & groups via Windows Server 2003 & Windows Server 2008 R2
• Tracked & reported Help Desk ticket metrics; record problem solving actions taken (KBs, WiKis, RCAs); routes & close tickets when issues are resolved.
• Maintained, monitored and troubleshot AV issues pertaining to Crestron touch panel equipment.
• Booked, monitored & managed VTCs via Cisco TelePresence Management Suite.
• Ensured all Tandberg Audio Video conferencing equipment worked accordingly, applying software patches to Codecs when necessary.
• Managed end-user files, folders, printers, & share access & permission settings
• Managed & troubleshot end-user BitLocker encryption & TPM settings
• Performed patches, updates & deployment via SCCM Server 2012 during maintenance windows
• Kept track of overall IT hardware, software & license key inventory
• Enabled/disabled or reset user account settings via Active Directory
• Troubleshot Exchange, Lync & Windows Mobile phone synchronization issues
• Troubleshot Direct Access & Windows Remote Desktop Protocol connectivity issues from users’ various connection points
• Performed preventive and security maintenance without impact on production accounts or environment.

Confidential

Network & Systems Engineer

Responsibilities:

• Successfully performed Management Concept's (client) companywide Domain Controllers upgrade from Windows Server 2003 to Windows Server 2008 R2 at all their three DC Metro sites while on a short term contract.
• Migrated client's current Microsoft Dynamics CRM setup from its previous Microsoft hosted environment to our on-premise servers to optimize network performance.
• Upgraded Management Concepts' Microsoft Exchange server 2007 to an Exchange server 2010-hosted environment, configured with Lync Enterprise 2010, & ActiveSync.
• Ensured support for ongoing network operations and current baseline systems.
• Ensured the systems are properly configured and maintained through regular monitoring and maintenance.
• Maintained network environments
• Performed and maintained system backups and restore via Barracuda Backup Server 390
• Performed Information Technology Disaster Recover (ITDR) activities
• Validated interoperability of various sites, servers, and locations.
• Maintained system security postures.
• Maintained Spare Levels of critical parts (hard drives, fiber, media converters, network interface cards, etc…)
• Performed preventive and security accreditation maintenance with minimal impact on our productions environments.
• Measured system performance and establish trends to determine baseline lab utility and serve as the reference point for future activity and recapitalization planning.
• Created/deleted user accounts, configured the environment, and conducted various systems housekeeping procedures such as removal of hardware for servicing and installation of replacement units; assisted site customer and on-site engineers in system problem diagnosis and troubleshooting; collected problem information; recommended fixes; collaborated with IT infrastructure and network operations colleagues to resolve issues.
• Supported external interface troubleshooting, developed workarounds to user problems, conducted training, coordinated with third party maintenance entities, assisted with software installations and upgrades, and other services, as required.

The technical tools used include Microsoft Windows Server 2003 & Server 2008, Windows Remote Desktop Protocol, RealVNC Enterprise Server, GoToAssist, Barracuda Backup Server 390, Microsoft Dynamics CRM, Microsoft Exchange 2007 & 2010, Microsoft Lync Enterprise 2010 & 2013, SMS Remote Control, Cisco & Avaya Voice Over IP (VOIP) Products, Citrix XenCenter, VMWare ESXi Server 5.1 2012, Active Directory, Citrix Management Console, Untangle Firewall Cisco AnyConnect, Check Point VPN-1, PointSec Disk Encryption, BlackBerry Enterprise Server, McAfee SafeBoot Whole Disk Encryption.

Confidential

Systems Administrator

Responsibilities:

• Supervised an IT staff comprised of developers, ERP DBAs/Analysts, halp desk analysts supporting Optical Cables Roanoke, Asheville and Plano locations.
• Created Active Directory user accounts, calendar, exchange mailboxes and managed public/shared folder access.
• Enabled/disabled user/computer accounts, reset customers’ password and verified AD objects were in the correct Organizational Units.
• Installed, configured, and troubleshot Microsoft 2003/2008 servers and other Microsoft products at various company sites.
• Performed remote assistance support to company’s HR, engineering and manufacturing staff.
• Performed server data backup via Symantec Backup Exec 2012, fined tune and monitored server activities via Zenoss VM monitoring.
• Performed file/print server setup, backups, maintenance, monitoring and performance fine tuning on a daily basis
• Configured, maintained and troubleshot new technologies such as Microsoft Lync 2013 (formerly Office Communicator), Cisco & Avaya Telephony and Voice Over IP products
• Performed Windows Server 2003 & 2008 patch management and security administration for Windows Servers
• Performed In-depth analysis and problem resolution for complex operating environments involving Microsoft, IBM, Citrix, and EMC.

The technical tools used include Microsoft Windows Server 2003 & Server 2008, Windows Remote Desktop Protocol, RealVNC Enterprise Server, LogMeIn, ShowMyPC, Symantec Backup Exec 2012, RealVNC Enterprise Viewer, SMS Remote Control, Zenoss VM Monitoring, Cisco & Avaya Voice Over IP (VOIP) Products, Microsoft Lync 2013 (Formerly Office Communicator) Citrix XenCenter, VMWare ESXi, Active Directory, Citrix Management Console, Virtual Private Network (VPN), Cisco AnyConnect, Check Point VPN-1, PointSec Disk Encryption, BlackBerry Enterprise Server, McAfee SafeBoot Whole Disk Encryption.

Confidential

Desktop Support/Windows 7 Migration Specialist

Responsibilities:

• Worked on Norfolk Southern's existing project & PC LAN team to migrate 1200 users from Windows XP to Windows 7 via MDT 2010 Server + WDS + WAIK tools. Daily duties included hardware setup, imaging, and user data migration, application installation, troubleshooting and resolving common IT issues in a timely and accurate manner during the rollout, provide on-going support to the users during the life of the project, and assist in other project type work.
• Performed installation of users’ applications, troubleshot and resolved any issues dat might occur, transfer customers data, profiles, documents and settings. Verified all local printers were installed; ensured all network printers were properly mapped.
• Accessed Windows Server 2008 & Active Directory to disable delete and update old objects on the server. Verified all new machines, objects, & roles has propagated and are in the right organizational units.
• Maintained an inventory of all migrated desktops/laptops, hard drives, components and equipment.
• Accurately logged rollout issues, on-going progress and provided daily reports to the project team.

The technical tools used include Microsoft Windows Server 2003 & Server 2008, Windows Remote Desktop Protocol, RealVNC Enterprise Server, RealVNC Enterprise Viewer, SMS Remote Control, Active Directory, Citrix Management Console, Virtual Private Network (VPN), Cisco AnyConnect, Check Point VPN-1, PointSec Disk Encryption, and BlackBerry Enterprise Server.

Confidential

LAN Admin & Help Desk Analyst

Responsibilities:

• Provided first call resolution support to various offices and agencies at the U.S. Department of Agriculture (USDA). Setup, created, edited and maintained users, computers and objects accounts via Active Directory on Windows Server 2003 and Windows Server 2008. Additional duties included password resets, account unlocks, and NetBIOS workstation naming assignments, user access control, permission settings and group policy assignments, as well as network printer setup, and management.
• Used VMware Workstation 7 to test various operating systems, applications, and browsers prior to deployment on the Enterprise. Installed, configured, and deployed Windows/MAC laptop PCs, workstations, and IPad tablets according to agencies specifications. Troubleshot customers’ Transmission Control Protocol/Internet Protocol (TCP/IP), Local Area Network/Wide Area Network (LAN/WAN), and wireless internet/intranet connectivity issues. Provided mobile device support via (Blackberry Enterprise Server account setup/maintenance), iPhone/iPads implementation with the iPhone Configuration Utility and Microsoft Exchange ActiveSync respectively.
• Installed new servers, configured and maintained them according to standard operating procedures, troubleshot issues pertaining to server and storage area network, created, maintained and deployed standard images for servers, laptops, and workstation using Universal Imaging Utility and Symantec Ghost Suite. Identified and broke down clients’ problems using structured problem resolution approaches while working jointly with other teams such as NOC, LAN, Telecom, senior systems engineers, and application support specialists to prevent reoccurring issues. Tracked customers’ incidents via the Information Technology Service Management (ITSM) ticket tracking system to ensure prompt delivery.

The technical tools used include Microsoft (MS) XP, Vista, Windows 7 Enterprise, MS Office Suite 2003 and 2007, Windows Remote Desktop Connection, SMS Remote Control, Active Directory, Citrix Management Console, LincPass-RSA/ Virtual Private Network (VPN), Cisco AnyConnect RSA VPN 2.4, Check Point VPN-1, Universal Imaging Utility, BlackBerry Enterprise Server, McAfee SafeBoot Whole Disk Encryption, and SolarWinds network monitoring map.

Confidential

French/English Production Services Engineer

Responsibilities:

• Provided customer and technical support through analysis and problem solving to facilitate implementation and support of Bank of Montreal customers dedicated solutions and financial transactions.
• Applied working knowledge of Hypertext Markup Language (HTML) programming, IP protocols (AS2, VPN/ FTP, SFTP), HTTPS, Access database/VB, Legacy communication protocols Async, Bisync, and SNA.
• Submitted daily, weekly, and monthly incident and call reports to various other technical teams, management, and clients. Kept track of client cases via SMS and updated and maintained client cases in a timely manner to ensure the issues were resolved.

The technical tools used include MS Office Communicator, SMS, MS Office, Windows XP Professional, BMOOSI, Lfids, and Ready Access.

Confidential

Technical Customer Care Representative

Responsibilities:

• Resolved service issues related to Cox products including analog and digital video, DVRs, HD, Cox High Speed Internet, and Cox Digital Telephone by directing customers through a series of detailed troubleshooting steps.
• Assisted customers with software reinstallations, modem connectivity issues, TCP/IP, and browser settings. Performed username and password resets on customer’s e-mail accounts and provisioned, created, and maintained e-mail accounts via ICOMS and INAV.

The technical tools used include MS Office, Windows NT, 2000, XP Professional, ICOMS, INAV, Edge Health, Polaris, InfoNet, LIDB, E-Commerce, and Hammer.

Confidential

Systems Analyst

Responsibilities:

• Troubleshot and resolved procedural as well as technical issues involving MS Customer Relationship Management (CRM) and Outlook applications.
• Resolved clients’ LAN/WAN network, connectivity, VPN, and remote access issues; worked closely with various IT groups to resolve customer incidents, serving as liaison between the said groups and the customers; and maintained and developed a record of each incident using problem management system.

The technical tools used include MS Office, Windows NT, 2000, XP Professional, Active Directory, Windows Net Meeting, Oracle, Altiris Management Console, IpassConnect, and Aventail Connect.

Confidential

Help Desk Analyst

Responsibilities:

• Answered incoming calls and requests to determine if issues were software, hardware, or training related as well as solved Windows XP and 2000 related problems and provided resolutions to supported users.
• Resolved customers’ VPN, high speed wireless network connectivity, and MS ActiveSync data synchronization issues via the company’s intranet and a host of other tools available.
• Followed through with users whose issues were not closed on a first contact basis, which sometimes required additional communication to team leads, supervisors, or other areas of support within the team.
• Monitored and supported Home Depot’s French Canadian stores and Expo Design Centers’ point-of-sale systems, database, hardware, and software applications using Vi Editor, basic SQL scripting, PC Anywhere, On Command, and remote Telnet sessions.
• Rebuilt desktop PCs, and workstations utilizing CCM and Ghost in a managed client environment for over 1,000 stores. Provided training to end users to ensure proper knowledge of procedural and technical issues alike and documented all troubleshooting steps to track trends to initiate changes when necessary.