SUMMARY:

• VMware virtualization, Windows Administration, TCP/IP, firewalls using IP Tables, Wireless/Network design and Administration, Web application, Joomla Document Management System,
• Motorola hand held computers/scanners, Motorola Mobility Services Platform (MSP), Motorola RF
• Management Suite (RFMS), Cool Sign Signage Management system, Motorola Air Defense Service Platform (ADSP)
• MemberSupport Team - Specializing in Wireless (WIFI), and handheld mobile computers. Including
• Motorola/Zebra Controllers, ADSP, LANplanner, and SOTI.
• IT Systems Support Analyst, File Support, Technical Support, Desktop/Helpdesk Support, Networking,
• Applications Support, Telecommunication, Data Center Operations, Information/Change Management
• Environment, Workload Management & IT Customer Service.
• Team lead: oversee and supervise projects day-to-day operations, making sure professional motivation and expected performance levels were maintained.
• Configured, and maintained the functionality of company desktop systems, together with the Installed peripheral appendages and software.
• Advised installation upgrades to prevent malfunctioning
• Kept constant contacts with vendors, to resolve problems as quickly and efficiently as possible
• Provided computer system support for both staff and customers.
• Experienced and high steep learning curve.
• Ability to travel: reliable transportation and license
• Ability to perform under minimal or no supervision
• Multi-tasking ability, Greatly organizational skills
• Outstanding and effective customer service problem solving skills
• Computer savvy: software, hardware, troubleshooting
• Windows 98/NT/2000/XP, UNIX, AS 400, Macintosh. MS Office Professional, MS Outlook, MS Office 2007
• Microsoft Office Suites 2000/20003/2007/2010/2013 (Word, Excel, Outlook, PowerPoint, Access).
• Microsoft Servers, Microsoft BackOffice Servers, MS Windows O/S: 7,8 and 10
• Incident Management Call Tracking (IMCT) software, such as Peregrine Ticketing System, HP Service Manager, and CA Service Desk Manager
• Microsoft NT4.0/2000 Server Products, Exchange, ISA, IIS, SMS, SNMP; TCP/IP; WINS; DNS; DHCP,
• VoIP, Citrix, Oracle utilities, SAP Support, Cisco Works, HP Open View, Access Solutions, Netware Connect.
• Load balancer, monitor the reverse proxy and distribution network of application traffic, across a number of servers using L4-7.
• MAC’s, Other Handheld and Smartphones, iOS, Androids and Blackberry support
• Citrix Workspace suites - configuration and optimization of secure access to all apps, desktops, data and services from any device, over any network to empower mobile workers with the freedom and flexibility.
• Remote Tools -Familiar Remote tools: Tivoli, Remote Desktop connection, LANDesk Remote Control, SCCM Microsoft Remote Assistance, Dame Ware Remote Access.
• LANDesk: change and release management, configuration / incident management, issue tracking.
• Provided system administration (installation, platform support, monitoring and updating) for Microsoft technologies. Currently used supported servers includes: Server 2008, Server 2010 & Server 2012.
• Active Directory (AD) / Directory Services Structure; Group Policy Objects management, Windows Server Update Services (WSUS), System Center Configuration Manager (SCCM)
• Used LDAP (Lightweight Directory Access Protocol) for querying and modifying items in directory service providers like Active Directory.
• Directory - as-a-Service (DaaS): Performs authentication only, and checks to see if the user exists in your JumpCloud directory with the given user name and password.
• Authentication, authorizing, and managing users, their devices and apps. Local user accounts, managed by the JumpCloud Agent.
• Network Protocols Maintains network performance by performing monitoring and analysis, performance tuning; network troubleshooting problems; escalating problems to vendor on data and bridge routers L2/L3.
• Performs both authentication and authorization for the user, by allowing to you check to see if the user is part of a tag in your account. Tags such as roles, considered to provide additional access.
• Hosted LDAP Service REST-based authentication API. Leverage both the LDAP protocoland REST APIs to authenticate user requests.
• FileNet: install, manage, deploy, secure and troubleshoot IBM FileNet Content Manager V5.2 and it's solutions
• IAM. Windows Security, Adaptive Authentication, Device Authentication Two-factor Authentication
• AutoCAD software Application software support experience AutoCAD software for 2D and 3D CAD with, knowledge in Micro-Station, inventor, mechanical principles, engineering drawings and production
• Supported DevOps automated CI - high level coordination functions of deliverable chain, specialized automation testing tools and continuous integration tools.
• Deploy Windows 10 with System Center 2012 R2 Configuration Manager
• Used Microsoft Application Virtualization (App-V) Sequencer monitor, records all installation and setup processes for applications and created the following files: ICO, OSD
• Migration from Windows XP to Windows7, Windows 7 to Windows 10.
• Reimaging & Windows 7 Deployment enterprise expert experience
• Reporting Tools: Peregrine - Ticketing Systems. Service Desk Ticketing System
• Anti-virus software and Symantec Ghost Imaging. Deployment, configuration, PC migration, and software deployment across hardware platforms, workstation server and laptops, and desktops management.
• Experience on broad range of endpoints, from IP phones and videoconferencing to web, mobile, and desktop clients Cisco Telepresence IX5000 Series and H.265 triple-screen.
• Communication: L3 communicator, Microsoft Online chat tool (Lync) and Other Instant messengers.
• Windows NT/2000 Server & Workstation 3.5 / 4.0, Workstation: DOS / Windows 95/98/NT/2000/XP,
• Terminal Server - Citrix Win frame. VPN (Virtual Private Networking) Server & Client.
• Expert knowledge of Symantec Endpoint Protection (SEP) & Symantec Critical System Protection (SCCP) / Data Center Protection.
• Intermediate experience in Mac OS
• Expert knowledge of DNS, Microsoft Active Directory / Directory Service Structure and TCP/IP.
• Expert knowledge of PC Operating Systems - XP, Windows 7 & Windows 8, Windows.
• Server Operating Systems - Server 2003, 2008, 2010, 2012.
• WAN Systems - T1, DS3, Frame, Point to Point Systems, ISDN,DSL
• VPN - Expert knowledge on VPN configuration and setup using WatchGuard and Global Protect 7.0 Palo Alto.
• Network Cable. DSU, CSU, Printers, Routers, MNRC, ECC, Unix Scripting, Cisco
• Network printers and print servers. Hubs, Switches, Modems, Bridges, Circuits
• Frame Relay, Concentrators, Transceivers, and PC peripheral devices.
• Firewalls-Packet Filtering, Checkpoint Provider1, AltaVista -Application Proxy Cisco
• Routers/Servers - Cisco universal broadband router to support management of data packet filtering.
• Avaya-Strong analytical/diagnostic skills on Avaya Telephony, on VoIP and wireless. Thorough understanding, inbound & outbound call flow. System diagnosis, reinstallation, conversant with Nortel NTP's.
• Support Bluebeam Revu. 12.
• Ensures license compliance, simplifies OS provisioning, saved power costs, provided secure remote access
• Experienced on Wins XP to Wins 7 migration /image tool SCCM, Ghost, MDT or preferred the USMT
• Application software lifecycle experience on Packaging and Patch Management.
• SaaS DBMS software: management software, office andmessagingsoftware, CADsoftware
• IES implement a new eligibility system capable of handling eligibility across various programs and agencies

TECHNICAL SKILLS:

Operating Systems: Windows Servers - 2008/R2; 2012/R2. -XP, Windows 7, Windows 8, Windows 10, and Exchange Server 2010, IIS Server 5, 6, and 7 UNIX/Linux Red Hat, AS 400, Macintosh

Microsoft Office Suite: ‘00/’03/’07/’10/’13 (Word, Excel, Outlook, PowerPoint, Access, Office365),Exchange Server 5.5, 2000, 2003, 2007, 2010, 2013.

SEPM Antivirus solution: Remotely support and provide design configuration, integration, deployment, and troubleshooting supporting anti-virus software on enterprise servers’ network and workstations.

Windows Security: IAMFirewall Security: Palo Alto, Symantec EndPoint.

Active Directory: Directory Services Structure, Group Policy Objects management, WSUS, SCCM

Cloud Computing: VMWare View, Citrix XenDesktop, and Application Virtualization, Load balancer and NetScaler support resource application distribution and availability.

Migration/Imaging: SCCM, Ghost, MDT, USMT, LANDesk

Protocols: ISA, IIS, SMS, SNMP; TCP/IP; WINS; DNS; DHCP

Mobile Device Support: iOS, Android, Blackberry

Remote Software: Tivoli, Touch star, SMS Tivoli, Remote Desktop connection, LANDesk Remote Control, SCCM Microsoft Remote Assistance, Dame Ware Remote Access.

VPN: WatchGuard and Global Protect 7.0

WAN: T1, DS3, Frame, Point to Point Systems, ISDN, DSL

Ticketing System: Peregrine systems, web-based knowledgemanagement application, Service Desk, HP Service manager, and Remedy or ARS

EXPERIENCE:

Confidential

Desktop Service Analyst / Field Tech Engineer

Responsibilities:

• Supported technologies include POS/Server/Desktop systems that are business/mission critical.
• Strong hardware break fix, windows & software, scanner and printer experience. High system level repairs at various customer locations with minimal direct supervision.
• Perform basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers and bank scanners(Panini)
• Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
• Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
• Proactively communicate with the end-user and service desk personnel and status of the repair

Confidential

SEPM Administrator

Responsibilities:

• Migrated and upgraded Symantec End Protection Manager Antivirus Solution Admin SEPM 12.1.5 and SEPM
• Install and Configure SEPM in Enterprise environment
• Develop, implement, and refine Identity and Access Management (IAM) processes and solutions for Windows
• Security, Adaptive Authentication, Device Authentication, and One-Time Password solutions
• Tested and provided Enterprise proxies, anti-virus security solutions, host intrusion detection/prevention, encryption, data at rest and data in motion, data loss prevention- DLP
• Setup SEPM policies and perform internal configuration with zero downtime upgradation
• Utilize AppDynamics to monitor real-time performance deviation from baseline for quick diagnosis, stack traces and understand application performance, and to prioritize issues based on business impact
• Review logs from various security tools and network traffic analyzers and incidents that are detected, evaluation, research and development of computer and network security tools
• Implement IES system capable of handling eligibility across various programs and agencies including the launch of a consumer self-service portal, benefits management software and a rules engine.

Confidential, Cartersville, GA

Field Tech Support /Sr. Desktop Support Analyst / Systems Engineer

Responsibilities:

• Manage and participate with planned delivery and maintenance of technical Projects. Server/ PC / Laptop application software troubleshooting. Systems. Infrastructure, including 2 ESX servers 25+ Virtual Machines, VMware Ace2 Implementation for remote users.
• Managed patches on VMware workstation 12 or 11.
• Call Center daily operational maintenance management duties on workstation, infrastructure and production environment including Symantec endpoint protection suites administration, virus protection, IPS, firewall, encryption and other workstation. Group Policy Objects management, Windows Server Update Services (WSUS), (Windows 7,8 and 10)
• Supported 1500+ users, 1000+ computers and 800+ Wyse Terminal Services, Citrix, Wyse, VMWare
• Directory - as-a-Service (DaaS): Performs authentication only, and checks to see if the user exists in your JumpCloud directory with the given user name and password.
• Authentication, authorizing, and managing users, their devices and apps. Local user accounts, managed by the Jump Cloud Agent.
• FileNet: intermediate levelskills, and abilities necessary to architect, plan, install, manage, deploy, secure and troubleshoot IBM FileNet Content Manager V5.2 and it's solutions
• Performs both authentication and authorization for the user, by allowing to you check to see if the user is part of a tag in your account. Tags such as roles, considered to provide additional access.
• CA Service Desk- Manage the Server and communication infrastructure for CA Service Desk Manager and/or Peregrine. Maintains a central source of information enabling Service Desk staff and support technicians to recover outages with minimal disruption to expected service levels.
• Hosted LDAP Service REST-based authentication API. Leverage both the LDAP protocoland REST APIs to authenticate user requests.
• Restoring JumpCloud returns of a 401 error, if the user does not authenticate or is not authorized in the specified tag.
• System Center Configuration Manager (SCCM) 2007/2012 - navigation of console, reporting, inventory, client center, right-click tools and operating system deployment.
• Experienced team leader oversees projects and supervise the day-to-day operations, making sure motivation and performance levels are maintained.
• Remotely provided design configuration, integration, deployment, and troubleshooting support for anti-virus software on large national network of workstations and servers using SEPM Antivirus Solution Admin
• Provided system administration (installation, platform support, monitoring and updating) for Microsoft technologies currently used supported servers includes: Server 2008, Server 2010 & Server 2012,
• Active Directory (AD) / Directory Services Structure; Group Policy Objects management, Windows Server Update Services (WSUS), System Center Configuration Manager (SCCM)
• Used LDAP (Lightweight Directory Access Protocol) for querying and modifying items in directory service providers like Active Directory
• Portable Mobile Devices: Scanners, Mobile scan gun devices included building and managing costume load packages for each of the 6 scan gun implementations with a total of 100+devices, troubleshooting Devices (Zebra/ Motorola).
• Microsoft Office Suites 2000/20003/2007/2010/2013 (Word, Excel, Outlook, PowerPoint, Access).
• Configure and Supports Cool Sign communication system (communication signage) of the plant.
• Break/Fix hardware and Hands-on support experience on Dell, HP, Lenovo, IBM, Servers, Printers, Laptops, Scanner appliances and workstations.
• Anti-virus software and Symantec Ghost Imaging. Deployment, configuration, PC migration, and software deployment across hardware platforms, workstation server and laptops, and desktops management.
• VMware Virtualization, Microsoft clustering and Active Directory, as well as Citrix and virtual File
• Provided VDI- apps patching with app virtualization and deployment resolved with thin client. Experienced with backup and recovery resolution by separation of users data from apps/OS; and users created problems resolved by separation of users data from work image.
• Linux / UNIX - Automation of regular operational tasks using configuration management tools or custom scripts. Ensured Linux servers are up to date with OS patches and security vulnerabilities
• Identity and Access Management (IAM) processes and solutions for Windows
• Firewalls - Provides a wide spectrum of actions to respond to any attack levels, includes mail or paging to packet Filtering, -Application Proxy Cisco Proxy provide full Cisco Unified communications experience.
• Experience with cloud based IT SaaS andIaaSsolutions, including Office 365.
• Remote Tools - Familiar tools: Tivoli, Remote Desktop connection,
• SaaS DBMS software: management software, office andmessagingsoftware, CADsoftware, development software, including engineering application and virtualization.
• Open ID: Map existing Open ID 2.0 experience with identifiers to new Open ID Connect identifiers and adding the new identifiers to your user database
• AutoCAD software Application software support experience AutoCAD software for 2D and 3D CAD with, knowledge in Micro-station, inventor, mechanical principles, engineering drawings and production Autodesk Civil 3d, collaborate across desktop, cloud, and mobile, includes AutoCAD 360 Pro.
• Supported IES Systems PLC based control of assembly fixtures, Embedded processor control of assembly fixtures, Computer based operator instructions, Barcode scanning, Pneumatic control fixtures/tooling,
• Provided Support for DevOps automated CI - high level coordination, functions of deliverable chain, specialized automation testing tools and. DevOps Continuous Development CD, version control,
• Supported "Device Manager" a software package for managing Wyse Terminals.
• Serve as an integral member of a team responsible for installing, maintaining, securing and administering more than 100 servers running Solaris, Linux (SUSE, Red Hat), Windows and Novell in a 24/7 Operational center environment and Novell NetWare (Open Enterprise Server).
• Routers/Servers - Cisco universal broadband router to support management of data packet filtering, broad range of endpoints, from IP phones and videoconferencing to web, mobile, and desktop clients Cisco Telepresence IX5000 Series and H.265 triple-screen
• Experience supporting Symantec Endpoint Protection 12.1 workstation clients in an enterprise environment. Installation, configuration, day-to-day management, troubleshooting, performance tuning.
• Reimaging &Windows 7, 8 & 10 Deployment enterprise expert: Collecting existing user data and settings (if they exist), Installing the operating system, drivers and applications. Activating the operating system, joining a domain (if necessary,)
• LANDESK/SCCM: Used as an integrating tool on a single management experience to speeds software distribution. LANDesk Remote Control, SCCM Microsoft Remote Assistance, Dame Ware Remote Access.
• Incident Management Call Tracking (IMCT) software, such as Peregrine Ticketing System, HP Service Manager, and CA Service Desk Manager.
• Messaging Technologies: Microsoft Exchange, Lotus Notes, Microsoft Lync,
• Office365-Migration: User mailboxes and public folders and post implementation support to ensure your users and IT staff has an efficient productivity.
• Collaboration and End-user Productivity: Microsoft Office, SharePoint, Office Communicator/Lync Server.
• Virtual Desktop Infrastructure: VMWare View, ‘Citrix XenDesktop’, Application Virtualization
• Microsoft App-V, Endeavor, Install Free, Thin App, Thin Client, Deployment, Re-imaging WYSE terminals, HP,
• Manage and oversees all aspect of the Citrix Virtual Environment and its infrastructure, Citrix XenApps,
• Citrix-Desktop, CitrixDirector7.6; SCCM administration. Digital Video Recorder) systems for plant production.
• Phone System: Migration/Installation: Avaya IP Office, and onsite supported operations.
• Used electronic test equipment during any/ all types of installation and maintenance. All onsite DVR
• Managed RFMS, - wireless infrastructure management tool.

Confidential, Atlanta, GA

MTS Tech Operation Specialist/Desktop Support

Responsibilities:

• Operation, maintenance, re-stocking and troubleshooting of automated dispensing equipment.
• Maintained properly loading of med cassettes are into the filling systems and accurate cross-checking completed.
• Preparation and maintenance of various logs, records and reports.
• Assign and log all IT equipment both in and out of the help desk system
• Perform all prepack duties, including MTS Prepack machine.
• Maintain appropriate inventory of prepacked medications. Monitored system activity through utilization of incident management tools to track.

Confidential

Field Technician

Responsibilities:

• Field service calls for GAP, Wal-Mart, Kroger, NCR and other retail stores.
• Installed POS from box to finish, troubleshoot on ATM's, POS, self-checkout lane.
• POS support liaison between Corporate, POS Vendor and venue locations.
• Provide onsite and remote support for ATM’s, POS including training, configuration, monitoring and customization Develop and improve documentation to support problem analysis and resolution.
• Assist in both Root cause and Trend analysis, all while providing venue systems POS support.
• Perform hardware and software troubleshooting with Wholefoods office employees.
• Provide assistance in installation, relocation and re-installation of equipment for Wholefoods office

Confidential, Atlanta, GA

Newsprint Service Distribution Rep

Responsibilities:

• Generated new business opportunities newspaper distributions, motivating marketplace strategic planning.
• Wrote proposals, specifications, and crafted training programs on route distribution
• Collaborated with the marketing department and performed remote upgrades and system distribution of products.
• Developed routine route order and supported manufacturers -to- customers’ new product acceptance tests.

Confidential, Atlanta, GA

Helpdesk Support Specialist

Responsibilities:

• Provided 1st line technical support on hardware and software service support for workstations & server computers responding to requests received through .end-users
• VMware Servers, File/Print/Web/Database/Application Servers, Microsoft Exchange distribution and deployment
• Break/Fix hardware and Hands-on support experience on Dell, HP, Lenovo, IBM, Servers, Printers, Laptops, Scanner appliances and workstations
• Experienced on high-end technical customer service delivery and application support.
• LDAP: Queried and modified items in directory service using LDAP
• Firewall Securities Regulatory Standards: HIDS, NIDS, Anti-Virus solutions, Identity management. Tools used: Checkpoint- Provider 1, Junipers network-VPN, Cisco ASA.
• Ticketing System: Peregrine Systems: a-web-based knowledgemanagement application.

Confidential, Atlanta, GA

Helpdesk Support

Responsibilities:

• Monitor progress until a resolution is achieved. Provide printer repairs and maintenance
• Provide basic user advice on IT equipment, data storage, printing and core applications where appropriate.
• Ensure that all procedures and audits are completely documented in line with the Desktop Support Analyst.