SUMMARY:

A position providing deskside support and end user support in a Microsoft Windows Server and Workstation environment. TCP/IP networks and support of VPN via Terminal Services and RDP. Looking for a position with the opportunity to advance in the IT field to Team Lead and Manager.

SKILLS:

Exchange (10+ years), Microsoft Office (8 years), Microsoft Windows (10+ years), MS OFFICE (8 years), VPN (9 years), Microsoft Windows Active Directory support and administration. Support of third party specialty applications based on SQL type databases, PC hardware and peripheral troubleshooting and repair. Client site support for users with all levels of computer experience via remote phone support. PC and Server hardware and Microsoft software support. Windows 10, Windows 8, Windows 7, Apple OS X, Microsoft Server 2003, 2008, and 2012. Microsoft Terminal Server. Exchange 365, SMTP, DHCP, DNS, VPN. Microsoft Office and Outlook application support. Windows patching and maintenance of Domain Group Policy Objects. Symantec Backup Exec and Vault Backup. Outstanding problem resolution and documentation skills. A team oriented, customer focused, self - starter driven to get the mission accomplished.

WORK EXPERIENCE:

Technical Support

Confidential, Cranberry, PA

Responsibilities:

• Provide Level I and II remote support for end users and remote administrators for over 45,000 installed systems.
• End user and partner support for all computer, software and network issues.
• Third party support for different types of Electronic Health Record (EHR) support, based on SQL type databases, PC hardware and peripheral troubleshooting and repair.
• VPN support using Microsoft RDP, Microsoft Terminal Server and Logmein Rescue.
• Windows 7, Windows 8 and Windows 10. Windows Server 2003, 2008, and 2012. Microsoft Exchange 365 administration. Microsoft Windows Active Directory support and administration. Apple Mac OS X support in the Windows Active Directory.
• Support of internal servers and software running on client VM Ware server arrays.
• Consistently in the top 10% of all Level I and Level II Service Desk Technicians across all metrics.
• End user support for Windows operating system, e - mail, network, Microsoft Office, and third party vendor applications.
• Document all issues in the company ticketing system.
• Troubleshoot and walk end users through fixing their problem in a professional manner.

Network Administrator

Confidential, Pittsburgh, PA

Responsibilities:

• Cisco 1841 Router administration, ensuring that the settings are configured correctly for employees to access the network via VPN, and check the logs daily for unauthorized access attempts.
• Set up laptops and PC's for users, projects, and demos. Create and administer user accounts, including Exchange mail accounts. Minor changes to the websites, using FTP to upload changes to the websites.
• Administer the 3com NBX VoIP PBX. Add, forward, and delete extensions for employees and contractors.
• Support of internal servers and EHR software running on VM Ware server array.

IT Consultant

Confidential, Pittsburgh, PA

Responsibilities:

• Contract position upgrading 1,200+ Dell laptops and desktop systems installed and upgraded from XP to Win7 as part of a team of consultants.

Network Operations Center Analyst

Confidential, Monroeville, PA

Responsibilities:

• Contract position monitoring a proprietary system over a corporate LAN / WAN to include networks and servers that maintain patient data.
• The system consists of five Microsoft Server 2008 on IBM and Dell 1U blades running IIS in a cluster. These communicate with three clustered SQL 2010 servers. The network is on two TCP/ IP load balancers with multiple entry and exit points via separate subnets.
• Respond to outages by resolving issues with networks and servers.
• Provide user support for issues arising that may involve failures of data transmission, or issues involving problems with users requiring assistance in setting up secure virtual private networks.
• Troubleshoot and resolve issues that arrive via Clarify and Remedy ticketing systems.
• Work with programmers and system engineers as required to resolve problems that may arise due to new system setups and home users' issues.

Confidential, Pittsburgh, PA

Desk side Support

Responsibilities:

• One deep contract position performing a corporate roll out of Microsoft Windows 7 for all systems at Confidential . Removed old systems, installed and loaded new systems. 225 total systems were upgraded or removed and replaced.
• A combination of new Dell laptop and PC hardware with Windows 7 Professional was imaged using Microsoft Image and Ghost imaging software.
• Trained users on how to use their new Windows 7 systems when turned over.
• Backed up each system, and restored data after Windows 7 upgrade.
• DOS and Windows 95 apps were tested and carried over to the new Windows 7 operating system when necessary and possible. Kaspersky anti - virus was the standard AV program.
• Fixed any hardware, software, or network issues that were encountered during the upgrade.
• Resolved help desk tickets regarding hardware and software issues with new Windows 7 systems.

PC Technician

Confidential, Myrtle Beach, SC

Responsibilities:

• PC hardware and software support primarily regarding point of sale systems.
• Installed, implemented and supported hardware and software in a Microsoft Active Directory Environments.
• Installed and configured Microsoft SQL Express edition.
• Merged databases.
• Performed data recovery and troubleshot SQL databases for Aldelo and Microsoft RMS systems.
• Install and support of Microsoft Server 2003, 2008, Windows 7 and Windows XP systems.
• Troubleshoot issues and work independently or as part of a team to solve complicated hardware, software, network and telephony issues.
• Created and responded to help desk tickets.
• Troubleshoot and respond to user questions.
• On call after hours, weekends and holidays.
• Numerous references available for the individual companies supported.

System Admin and Network Support Specialist

Confidential, Elwood City, PA

Responsibilities:

• Microsoft Active Directory and user support in a manufacturing and sales environment.
• Performed all computer and printer hardware repairs in the facility. Some problems required desk side, and some required remote support using remote access via Microsoft Terminal Services.
• Maintained help desk ticketing system to ensure all hardware and software issues were well documented through all phases of initial contact and phone support, to final resolution of problem to the end users' satisfaction.
• Maintained the PBX, adding and removing extensions. Managed firewall.
• Purchased new PCs and servers, loaded and configured with Microsoft XP, Vista, and Server 2003.
• The systems ranged from Windows 95 to Vista. Administered six Windows Server 2003 systems. Administered security and access to system shares.
• Moved the company from an outside mail provider and onto an internal platform running a mail server called Communigate Pro.

Field Engineer

Confidential

Responsibilities:

• Responded to and resolved issues related to PC's and servers, ATM's, and Cisco network hardware.
• Worked within deadlines; managed time and materials, fixed problems for over 100 different Fortune 500 companies under contract with Confidential .
• Received a rating of "Excellent" in each year of employment with Confidential .
• Repaired laptops, PC's, and network equipment.
• Supported Windows 2000, Windows XP and all types of Microsoft Windows Office and Internet Explorer software.
• In addition to end user support, also supported customers at the enterprise level.
• Certified by Cisco to perform maintenance of software and hardware of Cisco routers and switching equipment.
• PC hardware and software troubleshooting and repair.
• Build, install and maintain computer hardware and networks.
• Load and maintain Microsoft Windows NT, XP and Windows 2000 systems.
• Cisco firewall and network installation, tuning and performance monitoring.
• Identified and resolved hardware and software issues.
• Supported Microsoft Office suite products.
• Experienced with Citrix Metaframe client support.
• Experienced with SUN Solaris windowing environment and UNIX command line interface.

Enterprise Systems Administrator

Confidential, Cambridge, MA

Responsibilities:

• Installed and maintained Microsoft Windows Servers. Maintained and monitored SUN UNIX dial - in servers.
• In charge of monitoring and maintaining dial in and VPN (virtual private network) access to the network in a PPTP environment.
• Supported remote users' hardware and software computer issues. Laptop and PC hardware repair. Microsoft Technical Team Lead for systems integration group.
• Performed all IT support for the Pittsburgh and Minneapolis CTP offices. Built and maintained servers, workstations and laptops with required operating system.
• Configured Nortel and Cisco routers and switches. Administered Exchange email servers.
• Added and edited users on the Lucent G3/Audix PBX.
• Laptop and PC hardware support and repair.
• Administered and maintained tape backups for users and servers with VERITAS Backup Exec.
• Was promoted from office support to corporate support

LAN/WAN Administrator

Confidential, Warren, OH

Responsibilities:

• Provided support for G.M. Delphi Automotive, Packard division.
• Microsoft NT 3.51 and 4.0 Server and Workstation administration.
• Primary responsibility, thin client/server operations and network connectivity.
• Responsible for performing and verifying enterprise level backups of all servers using VERITAS Backup Exec.
• Provided second level support to plant floor IT support technicians.
• Troubleshot and repaired thin clients and PC's on plant floor.
• Installed and tested software patches. Installed and configured Microsoft Exchange 5.0 clients.
• Installed and maintained NT
• 4.0 and 3.51 server on DEC Alphas and IBM x86 compatibles.
• Created shares, administered and created new user profiles, configured and administered servers and workstations.
• Over 5,000 users in seven North East Ohio area plants.