SUMMARY:

• Professional IT System Support Administrator in step with all facets of Enterprise Microsoft and Macintosh OS environments.
• Proficiency in supporting Corporate IT operations, desktop and helpdesk support in both smaller and larger business and corporate environments.
• Focused support on all system operations, maintenance and functionality.
• Provide security and network support to ensure seamless system and network operations
• 13 Years IT experience as a Windows Systems Administration.
• Citrix & VM Ware Desktop Support and Administrator.
• ITCM & SCCM Domain and Application Administrator
• VOIP Administration Support Cisco CUCM, AllWorx and Avaya phones systems.
• Support administering Windows Terminal Server, Group Policy management and Active Directory environment,
• Expertise in SQL Server and Microsoft Office SharePoint server support.
• Deployment and OS upgrades support for all Windows OS and VOIP updates.
• Providing Comprehensive documentation for ticketing systems knowledge base and other IT staff.

TECHNICAL SKILLS:

Microsoft: Active Directory and Group Policy Administrator

Terminal Services/Remote Desktop Services

Hyper: V & VMWare Support and Administration

Windows Os & Mac OS Technical Experience

Citrix & VPN: Application Virtualization (XenApp)

Server Virtualization (XenServer)

Desktop Virtualization (XenDesktop)

Cisco VPN, DUO vpn and Android and Iphone support

Networking: Network performance and troubleshooting support

LAN, WAN, Wireless (802.11b/g/n), SSL VPN system admin support

VOIP Administrator for Cisco, Avaya and Allworx telephony systems

TCP/IP, Ethernet, Token Ring, Hardware and Software Load Balancing support

Encryption and Deployment administrator in corporate environments for all pc issued equipment

Networking of Printer, backup tape support and archiving of sensitive documents.

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Services Engineer

Responsibilities:

• Provide System Administration support for supported desktops, laptops, and all network operations.
• Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
• Active Directory and MS Exchange Admin. including, but not limited to:
• Group Policy
• Setting up Outlook email accounts
• New user creation and functionality/permissions
• Managing returns on warranted parts and systems
• Packaging and shipping replacement parts to customers
• Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
• May participate in development of information technology and infrastructure projects
• Installing, supporting and troubleshooting approved desktop software
• Performing planned maintenance, moves, adds and changes of all VOIP phones systems (Cisco CUCM & Voice)
• Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)
• Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
• Exercises judgment with defined procedures and practices to determine appropriate action
• Creating and maintaining images for standard systems
• Recommends hardware and software solutions, including new acquisitions and upgrades
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
• Ability to work on call after hours as required Communicate effectively with multiple customers and co - workers. This includes the following activities:
• Consulting with the Service Desk on support calls
• Able to communicate highly technical information to both technical and non-technical personnel
• Providing Case status updates to management and end-users
• Performed VoIP systems, operations, monitors error logs and error messages to ensure customer service level agreements are met
• Participating in training programs designed to educate customers about basic and specialized applications
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support

Confidential

L3 Advanced Support Technician

Responsibilities:

• Contractor assigned to migration project of deployment of over 2000 users in servicing/deploying computer equipment.
• Supported and utilized data and settings migration, imaging, application installation, and anti-virus Symantec software.
• Microsoft Deployment Toolkit (MDT) process to migrate user data and provision the new computer with Windows 7 Operating System, software and settings.
• Installation of EPA Standardized Window 7 core desktop configuration” with all of the Agency’s enterprise software, security settings, license activation, disk encryption and administrative applications.
• Ensure Symantec anti-virus and Bit Locker Data Encryption is secured as well as Confidential
• Sharepoint administrator to store documentation of deployed government equipment

Confidential

Help Desk Analyst

Responsibilities:

• IT support role for this company included system administrative duties to networking issues.
• First level support calls as well as more extreme support issues.
• System administrator for new hires creating email, ad account. ILS Manhattan system administrator with setting up users for distributions of our products.
• Axapta dynamics system administrator assisting with new hire implementation changes and also adding new locations to database.
• Allworx VOIP system admin. Deploying phones to new and current user and dealing with any issues.
• Performed routine moves, adds and changes in Allworx Voip system
• Monitored incident activity to identify, investigate and avoid potential service escalations.
• All support all BSC store location with all IT needs dealing Timestar, Genstore Login and networking printers.
• Citrix support using citrix access management console, Three Xenapp servers supporting over 1000 users for published applicatioins, print management.
• Military support and Government support for our Government clients.

Confidential

Technical Support

Responsibilities:

• Support of all software and hardware escalated issues from Orion Carbons users. Including migration projects and re-imaging and updating PC’s, thin clients as well as half fat PC’s.
• Provide users with email (Microsoft Office & Lotus Notes) administrative support, wireless and vpn access and support.
• Provide support and resolution for all printers, Cisco VOIP phones, as well as AS400 support and printer sessions also virus issues.
• Using remote tools to assist user with software and hardware issues.
• MozyPro Enterprise administrator for all users for backup structure.
• SCOM support and administrative duties for all Orion Carbons plants and facilities.
• Onsite support duties on occasions to Orion facilities to address any and all issues users may have.

Confidential

EHR Support Analyst - SQL Server Support Technician

Responsibilities:

• Server support analyst responsible of ensuring availability and performance of the database that were supported through the Pro EHR health.
• Performed first and second-level IT support-related activities on issues regarding the use of computer software, including trouble-shooting and assisting the organization in the use of all HIPPA regulation, PRO EHR Admin Support also Server Support side support in a SQL environment.
• Duties also included phone support for all health care environments for any assistance needed to manage software, citrix administration support and maintenance of our citrix xenapp server which included managing web client and user accounts. Duties were managing outlook accounts as well as active directory users, permissions, and groups.
• Symantec anti-virus support was a responsibility as well as installation of database server & client.
• Application supported in Professional Electronic Health Records (Clinical Module).
• Zebra label printer installations and other printer troubleshooting

Confidential

Technical Support Analyst

Responsibilities:

• System Administrator for Cisco VPN configuration as well and set up for all Cisco Phones.
• Database Adminstrator in a 4D environment, Compiling data and server for different Government entities
• Perform systems installation and upgrades, and manage system-wide security, backup and disaster recovery
• Performed duties mostly focused on CUCM stand-alone to cluster migrations.
• Establish and enforce security policies and manage user/domain accounts.
• Administer appropriate tools, diagnostic procedures, preventive maintenance and troubleshooting techniques for server components, systems, and network infrastructure.
• Server support for the U.S Army (Contractor) as well as Department of Defense.