Active Directory, Customer Service, Exchange, Mobile Device Support, FTP, ITIL, Google Docs, Cloud Messaging, Java, MS Word, Power Point, Excel, Auto - Cad, VPN, SAP, Desktop Support, OS X Server & Mac., LDAP. Anti-Virus Programs, Salesforce, HTML. VOIP, Documentation, Windows O.S., Citrix, Windows Server 2008, 2012, McAfee Endpoint Encryption, Ruby on Rails. Cloud, Linux/Unix, Medical Record software (EMR/E-H-R), HL7, IOS & Android development, VMware Server, SQL Server, Networking (LAN/WAN), Mainframe.
15 years’ experience in Customer Support in various industries including the public and private sector.
17 years of experience troubleshooting windows and mac issues.
Removed and granted user access to Citrix, LDAP, Mainframe, SAP and Active Directory
Desktop support duties (imaging, deployment of machines, troubleshooting VOIP phones, printers break/fix, swapping outdated equipment.)
Provided support to end users having issues with all mobile devices (android and IOS).
Supervisor of 20 employees for Vitam Youth Center duties included (hiring new staff, counseling sessions, room checks, budget planning, and evaluations).
Help desk duties (password resets (RACF, LDAP, SAP, AD), remote support, chat support, mobile device support, dispatching technicians to fix BSOD, and in person networking issues.)
Coordinate network modifications, testing and troubleshooting windows server issues.
Supported over 10,000 end users for NCDOT, NCSAA, UNC-CHAPEL HILL and SNET.
Support Microsoft Office products, Outlook, Microsoft OS and Mac OSX systems.
Supervised network security infrastructure, and email security with products like Proof Point to stop spear fishing.
Outlook, Thunderbird, Proof point, Lotus Notes.
Remote Support Applications
Confidential, New York, NY
Application Analyst-Team Lead
Troubleshooting second and third level MS. Exchange, AOL email and Outlook email issues.
Testing on MAC OSX, Windows, and Android and iOS devices.
Deployed patches for operating systems and VPN application to network managed systems.
Active Directory, Exchange, LDAP and Mainframe Support.
Created the knowledge base for the company with FAQ for the help desk team and end users.
Technical Support Analyst3
Troubleshoot Microsoft’s Office 365, Google Mail and Microsoft Exchange email accounts.
Granted users full access permission to Exchange 2010/2013.
Added IT Department documentation for the knowledge base for the help desk.
Removed and granted user access to Mainframe (RACF), LDAP, Novell and Active Directory.
Provided support for Mobile Devices (IOS, and Android).
Desktop troubleshooting hardware and software issues on Windows and Mac machines.
Assisted users with their VOIP phone related issues.
Installed Windows XP on VMware Workstation for users who needed access to Windows XP applications.
Desktop SupportTechnician Team Lead
Configured mail forwarding from Lotus Notes to Microsoft Exchange 2010.
Laptop/desktop Deployments and Break/Fix (Windows and Macs including virus removal and prevention).
Implemented ITIL procedures to simplify day to day activities for the help desk team.
Monitored the help desk queue and assisted team members to reduce end user call volumes.
Performed remote desktop support to users.
Troubleshoot various mobile device issues including IOS and Android devices for end users.
New Employee Set up (Avaya Phone set up, email, printer, laptop/desktop and system access).
Served as first escalation point for the infrastructure support team.
Managed/Created IT Department documentation for the knowledge base.
Windows 7 Enterprise/ Microsoft Application Support.
Trained staff on new hardware and new software releases.
Removed and granted user access to Citrix, wired and wireless network (LAN/WAN), LDAP, SAP, RACF, and Active Directory.
Confidential, N. C
Software Implementation Specialist
Installed, removed and upgraded all - scripts healthcare software (EHR & EMR) to 5,000 healthcare servers.
Ran test on Windows servers and MS SQL databases to verify compatibility before installing EHR &EMR software.
Installed and removed (dot) Net, SQL Server 2008 R2 Sp2 on hospital machines remotely.
Wrote basic MS SQL queries/scripts and verified data and migrated databases from SQL server.
Document system components for MS SQL training resources for the knowledge base.
Updated the knowledge base with how to information for various applications for the end users.
Created reports using SQL Server Reporting services.
Performed scheduled maintenance on windows servers and MS SQL databases assigned to my queue.