Senior Desktop Technician

Insightful, results driven IT Professional with notable success directing and a broad range of corporate IT security initiatives while participating In planning, analysis, and implementation of solutions in support of business objectives. Exceled at providing comprehensive secure network design, systems analysis and full life cycle of project management. I have hands on experience in all stages of system development efforts including requirements definition, design, architecture, testing, and support. Able to coordinate and direct all phases of project-based efforts while managing, motivating and guiding teams.

Qualification/Experience

• Host Security Remote Desktop/VPN support Project Management Competencies
• Active Directory Migration/Upgrades Planning Systems Analysis
• Network WAN/LAN/Wireless Network Infrastructure Internal/External Client Support Remote access support Wireless Security/Firewall Maintenance/ Monitoring
• Desktop Administration Server Administration of windows 2008r2/2012r2

Technical Expertise

• Certifications: ITIL, MCITP, Network
• Operating System: Windows XP, Windows 7/8, VMare/HyperV, Windows Server 2008R2/2012r2, WDS Deployment server, Android /IPhone iOS.
• Hardware: Laptops, Desktop Workstations, Modems, Switches, Routers, NICs, Printers, Scanners, Blackberry/Android Phones and Various Peripherals.
• Software/Tools: Desktop Central/ Desktop Authority 7, 8 , Group Policy, TrackIT, FootPrints, Remedy, Internet Explorer 9/10/11, LANdesk, Microsoft Office 2007/2010/2013, Exchange2010, Acrobat Reader 9 10, 11 Active Directory. Backup Exec 2010 r2 and version 2012, WSUS, Patch Management, Symantec, GFI VIPRE, and Forefront TMG firewall, Wireshark, NMAP,
• Network/Protocol: LAN/WAN/VLAN/WLAN IPSEC, TCP/IP, DNS, DHCP, POP3, STMP, IMAP, VPN connectivity, TLS, Kerberos

Professional Experience

Confidential

Technical Support Specialist

• Install, maintain and support Windows operating systems
• Support Microsoft software applications, including Windows OS and MS Office on users systems
• Respond to hardware and software issues submitted through verbal, email or help-desk communications.
• Troubleshoot hardware and software issues by recommending the necessary steps to improve the process
• Provide support for anti-virus tools
• Maintain hardware and stay familiar with current laptop,
• Stay abreast of desktop and mobile device technology updates
• Install specified company software updates as necessary
• Troubleshoot remote user's network and desktop/Laptop
• Work with Sys Admin on client system deployment,
• Maintain and troubleshooting Imaging systems,
• Troubleshooting local workstation issues.

Confidential

Network Design hardening, Storage Architecture and Desktop/Server configuration

• Designed and Implement Network Architecture
• Performed network hardening and vulnerability assessment
• Installed and configured new network devices i.e. Server, Hard drive.
• Design and Implemented File storage architecture
• Configured NTFS file system
• Designed and configured Backup and Recovery plan
• Configure internet filtering
• Setup mapped drive
• Created internet usage policy
• Installed and configured endpoint security solution

Confidential

Network/Desktop Administration

• Design, implement and configure network architecture
• Configure Router Firewall
• Install, configure and deploy desktops
• Install and configured security endpoint, Antivirus/ anti malware solution
• Setup password policy
• Created and implemented Internet use Policy
• Created and implemented Security Policy
• Create and maintain desktop images.
• Implemented file/folder permissions system
• Configure and monitor Remote access
• Configure access controls.

Confidential

IT Analyst

• Provides phone, email and in person installation, maintenance and support to associates and 3rd party partners for technology including but not limited to servers, personal computers, mobile devices, network, and telecommunications, web sites, remote access.
• Assist with all hardware and software installation for personal computers, network, and telecommunications for the Corporation.
• Follows the strategic plan as it relates to policies and procedures, technical standards, methods, and priorities.
• Responds to the technical calls for network assistance and acts as an IT liaison between other business units in the Company as it relates to personal computers, network devices, software and telecommunications.
• Performs initial setup for all new hardware in the company.
• Installs new releases and upgrades to workstations on the network. Answers requests for corporate and regional offices.
• Sets up initial and testing of new network hardware
• Installs new releases and upgrades to the network devices.
• Assists with all platforms running on the network as needed .i.e severs, desktops switches, routers, win xp/7/8,, BOYD devise such as androids, and IOSs.

Confidential

Desktop Administrator

• Provides user support for Windows XP, 7 Pro support, proprietary and Microsoft 2010 applications
• Maintains and repair all desktops, laptops, printers and scanners
• Supports Blackberry, Android and iPhone/iPad device support
• Supports external users remotely via VPN/remote Desktop support
• Plans and implements company-wide software/hardware and desktop upgrades
• Maintains and manages various network devices and provide remote server support
• Responsible for procurement of handheld and mobile devices, desktops/laptops, printer supplies and consumables
• Manages daily and monthly server backups
• Server Administration of windows 2003 2008r2
• Monitor/Troubleshoot issues on server Event logs
• Setup new users, user groups, and maintain Active Directory organizational units

Confidential

Tier II Support Agent Microsoft Partner Contract

• Provided telephone, email and web support for Microsoft Cloud Services
• Supported international users with their Microsoft administration console
• Worked as part of an online support team to solve desktop/laptop issues
• Supported Exchange customers with mailbox configuration and mail flow issues
• Supported SharePoint users with permissions and administration issues
• Troubleshoot connectivity configuration issues with OWA Outlook Web Access and Outlook client 2003 and later

Confidential

Product Support Analyst II

• Worked as part of a support team logging and dealing with customer related queries.
• Supported laptop/desktop environment, which consists of Microsoft Office Suite including Outlook , Internet Explorer, Firefox, VPN, and other desktop applications.
• Supported customers over the phone with their navigation device TND
• Troubleshoot connectivity issues: Windows XP, Windows 7
• Oversaw the RMA Returned merchandise process
• Performed after hours support and work on-call rotations

Confidential

Lead Senior Desktop Support

Managed various areas of support including VPN connectivity, account provisioning, email and Windows installation, configuration, and upgrade issues Deployment and Migration : Windows 2000/ Windows 7

Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems

Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment

Tracked escalated computer and telephone system issues

Expertly installed, configured, monitored and troubleshot PC's and related hardware on all OS platforms.

Performed diagnostic testing on PC equipment and ensured equipment functionality

Lead a team of 10 support staff who supported more than 100 global end-users