Work Experiences

Confidential

SR DESKTOP SUPPORT/SYSTEMS SPECIALIST

• Confidential support to Confidential users for complex issues pertaining to there applications, hardware systems, software, VPN, email, printing solutions, virtual environment issues, access to network drives, network shares, mobile devices, operating system issues.
• Provide pre/post support and project management to all users migrating from the Windows XP and Vista environment to the Windows 7 virtual environment. Data collection and gathering of all users applications, legacy systems and hardware for the purpose of preparation to virtual environments and machines.
• Worked together with other different technical support groups and application packagers to update images and support network and LAN type issues also to install and configure applications that have been developed for the new Windows 7 and Windows 7 virtual environments.
• Help with training endusers on moving to new systems like VPN access from legacy system to new system as well as going to a new Office system application and email. Proficient with Outlook 2013, Office 365 as well as Windows 8 operating systems.
• Familiar with many ticketing management systems such as Remedy, HP Service Center, HEAT and others.
• Full use of SCCM to schedule and push images to users machines, push applications, remote to users machines for troubleshooting users problems and asset inventory of all company desktop, and laptop. Running reports from SCCM to gather data collections for application packaging.
• Setup and replace users current machines with a new machine and/or thin client HP, DELL IBM workstations and laptops when needed for system refreshes to the new Windows 7 and virtual machine environment.
• Help users in moving and saving there data to network drives and other devices used to store their data.
• Providing escalation support to Helpdesk, Level 1 and 2 personnel when needed for technical issues beyond there scope of expertise. Working together with server support, telecom and software support group in overall productivity of the network.

Confidential

SR TECHNICAL SUPPORT/LAN FIELD ANALYST III

• Provide tier 2-3level technology field support to Confidential customers at their Confidential and surrounding area locations.
• Support over 1000 endusers hardware/software/ application printer and network issues.
• Troubleshoot and resolve Windows XP OS problems as well as migrating users to Windows 7 and troubleshoot and resolve issues in Windows 7 as well.
• Create and image new machines as well as reimage existing machines for migration or to resolve technical issues that may have occurred.
• Support remote users access to the network thru VPN.
• Configuration and support of Citrix XenDesktops VDI's and Citrix Receiver software for virtual desktop and thin client machines.
• Provide support to mobile devices including Blackberry, IPhone and Android.
• Active Directory administration to add users to groups, create accounts and reset passwords also to move users and computers to proper OU's.
• Work with vendors IBM. HP, Dell with troubleshooting and resolving hardware issues with users desktop , laptops and printers.
• Act as technical liaisonand technical advisor to Project coordinators when technology upgrades arise.
• Act as IMAC coordinator for all adds moves and changes at the location.
• Use of Remedy tracking system to retrieve tickets and provide documentation and status to tickets worked on in a timely manner and to provide management with updates on ticket status
• Work with other team members and other support groups in resolving issues and giving users access to applications that are running in a multiplatform environment.
• Install and configure applications for users when needed.

Confidential

SR.HELPDSK/DESKTOP SUPPORT SPECIALIST/FIELD ENGINEER

• Confidential Tier Technical/Desktop/Software/Application/Phonesupport of endusers PC's,
• Laptops, mobile devices, email, networks andnetwork printers for Confidential locations throughout the Confidential.
• Configuration application technical support for Confidential systems media projects.
• Team Leader for technicians and assigning trouble tickets and organizing meetings for supports related issues.
• Integration and migration of new sites. Windows XP and Windows 7 new hardwareupgrades Confidential and mobile devices as well as converting the company to the SRA Network.
• Technical support includes network printers, Email access Outlook writing new login scripts, administration in Active Directory of user accts, permissions, computers and creating new images using GHOST application as installing using PXE server configurations.
• Installed and configured Citrix client software, printers as well as supported Citrix applications
• Installing and configuring VPN access for all laptop and remote users.
• Pushed software updates, applications thru Marimba and SCCM.
• 2ND-3RD TIER technical support to all the users having desktop issues
• Extensive mobile device support for user's Blackberry, IPHONE, IPAD and Android to connect to company email as well as Internet access.
• Informal training of user's for website access, loading certificates and installing new software, applications and support includes government Projects with agencies such as the FDA, NIH, Social Security Administration Dept of Energy and US NAVY Project from the CDC.
• Extensive use of Remedy for tracking and upgrading tickets

Confidential

SR. DESKTOP SUPPORT SPECIALIST

• Technical Specialist and Team Leader responsible for providing Network administration, desktop laptop support, server and telecommunications support and services to several Confidential sites for there Call Centers offices here in Confidential. Support provided included everyday support for there Windows NT 4.0 and Windows 2000 networks, Active Directory, Windows XP, LAN issues and end user desktop and laptop support issues.
• Migrating and moving user's data, access, permissions and domain rights from NT and Novell to Windows 2000. Heavy building of application, hardware and software of systems to users specification. Supported remote users laptop systems and software connectivity issues. . Heavy support of management and sales force devices such as Hand held computers , Compaq IPAQ'S, BlackBerry, Palm Pilots. .. Supporting and creating Policies and Security editors for the purpose of locking down laptops and desktop software uses. Responsible for all upgrades of software, hardware and networks. Operating systems includes: Windows 2000, NT 4.0 file, mail, and applications servers, Novell, 4.x for print and applications severs and UNIX solaris for Web servers. Windows NT Workstation and Windows 2000 desktop systems. Primarily desktop hardware includes:, Compaq, Compaq IPAQ model 3965 and 3975, Dell, IBM, Toshiba and HP desktops and laptops. Applications includes: MS Office 2000, MS Exchange 5.5 as well as MS. Outlook, and various other applications. Software and database includes Lotus Notes, SQL 8.0, Extra emulation for mainframe access, Remote Desktop, Wininstall, Altiris, Ghost, Ghost Multitask, SMS and VERITAS for backup and restoring of data. . Using SMS for remote accessing of users hardware as well as distribution of software packages and updates. Communications for remote uses includes: VPN access, DSL and remote access software using dialup networking features. Responsibilities also included working with other supports groups such as Information Security, desktop engineering and server administration in resolving user issues..

Confidential

Sr. DESKTOP SPECIALIST/LAN ADMINISTRATOR

• Sr. Network support specialist responsible for providing high level support and supervision to technical personnel in the areas of LAN/WAN, Novell, Windows 95, 98, NT , Lan administration and desktop laptop support for corporate end users and remote users throughout the entire Verizon corporate network.
• Duties included project management of all call reports, moves and changes, rollouts of applications and implementation, configuration and everyday enduser support of all desktop and laptop systems and software. .
• Heavy enduser support for all remote laptop users as well as software, application and connectivity issues. .
• SMS software for remote access troubleshooting of laptop and desktop users and software distribution. Operating Systems included: Windows 95 98, Windows NT 4.0 and Unix Solaris. Network Operating Systems included: Novell Netware 3.12 and 4.x, Windows NT 3.5 and 4x as well as Unix and OS/2 Warp. Applications included: MS Office Suites and Lotus Notes. Communications included electronic e-mail systems using MS Exchange 5.0 and Outlook 98 as well as remote user software such as SMS, PC Anywhere and RAS.
• Responsibilities included: complete and accurate documentation and database upkeep of all system changes and upgrades for all locations. Responsibilities also included: high level support of network management tools such as HP OPENVIEW, and having a working knowledge of TCP/IP, Ti's, VPN's, 56K Circuits, JSDN, DSL, Cable modems, Cicso routers, hubs, switches, terminal servers, DSU's, CSUs, PBXs and telephony support. Supervised and managed everyday responsibilities and activities of all helpdesk, customer service reps, technical consultants and temporary personnel.