SUMMARY

• Computers/Telecommunications, Window Migrations and imaging, Networks, experienced in a wide range of P.C and local area network communications systems and equipment
• Skilled with both training and installation of L.A.N and W.A.N Networks, AS/400, Windows XP, WIN 7 and 8, TCP/IP, Active Directory, VPN PDA Support, VPN Support, Visual Basic, SAP support with Semantic firewall configuration
• Heavy level 2 and level 3 helpdesk skills, VoIP , wireless networking and Web services. Avaya, Lucent, Octel PBX, Linux and voice mail

Computer Hardware:

Microsoft Server POP 3 and IMAP support and installation, complete P.C installation and implementations, Memory upgrades, installation of hard drives CD ROMs and Motherboards. Performed hardware printer maintenance and peripheral procurement.

Computer Applications:

Windows XP, 7 and WIN 8. Microsoft Office 2010, Office 365, Apple OS systems 9, 10 and Tiger. Lotus Notes 6.5, Adobe Photoshop, Norton Utilities. Auto-Cad, CICS, IMS, TSO, Microsoft suite 2007 and 2010, Office 365, Open View, Visio, McAfee antivirus, Microsoft Exchange Servers POP 3 and Outlook 2010 MS Back- office, Page, Media Streaming and Mainframe/Server applications solutions, Active Directory and Cisco VPN Any-Connect .

EXPERIENCE

Confidential

Second Level Desktop Support

• Performed office conversion of Windows XP to Windows 7. Proficient and experienced with workstation imaging using various PC imaging solution and software deployment solutions e.g., Ghost, Altiris and Pixie boot

• Supporting various Operating Systems and MS Office: Windows XP 7, Office 2003/2007/2010, and Mac OS

• Supporting various hardware: HP desktops/laptops/printers, Multi-Function Printers, Mac hardware Mac Book, iPad, iPhone

Responsibilities:

• Working in an excellent Insurance work environment, working with a dedicated, customer service oriented IT support team1. Provide 1st and 2nd level support for all client hardware/software incidents and service requests. Responsible for installation, configuration, and ongoing maintenance and usability of desktop/laptop computers, printers, handheld/mobile devices, peripheral equipment and software within established standards and guidelines. Working with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Works with Service Desk and other IS staff/departments as appropriate to determine and resolve incidents. Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems. Worked with procurement staff to purchase hardware and software. Maintain system and training documentation , ability to multi-task and work with little or no supervision. Troubleshoot/diagnose hardware and software issues, able to follow documented process and procedures to deliver consistently excellent solutions to common problems
• Well versed with different operating systems and platforms.

Confidential

Second Level Helpdesk/Desktop Support

• Troubleshoot desktop related issues
• Understand manually mapped network drives, shortcut links, and basic desktop functionality
• Creating, copying, and migrating user related desktop profiles on Microsoft Client Machines
• Adding desktop computing devices to a Microsoft Domain Environment from Active Directory
• Respond to end user support issues in a timely and professional manner
• Diagnose and resolve requests utilizing remote assistance
• Remote and desk-side installation of various software packages, engineering tools, and patches
• Provide support of Windows, MAC and Linux platforms
• Provide desk side support of desktops, laptops, Personal Data Assistant Devices, peripherals, printers
• Updating Documents and adding new procedures and SOP into Knowledge base
• Recover data from hard disk drives and /or perform data migrations
• Provide regular status reporting
• Troubleshoot network printer issues
• Knowledge of home router and switch equipment and configurations

Confidential

Altiris Desktop Support

• Troubleshoot software and hardware failures and identified network problems when they relate to personal computers
• Monitor and repair PC systems in a Windows operating systems platform. Imaging computers using Altiris software. 2003 Server support including active directory and OS installation. Constructed MDF's and IDF's installing Patch panels, routers, UPS's, hubs and configuring V-Lans
• Duties also included building and installing OS software on IBM E Series servers and Media Streaming using various media players
• Worked with all Microsoft Office products as well as troubleshooting experience and understanding of e-mail. Provided technical on-site maintenance and support for new and existing systems
• Supported Remote IPhones and I pads using VPN for Remote Computers.
• Provided technology services and training classes to all Lear employees so they can meet all standards in day to day operations
• Support includes both hardware/software platforms in order to support technological improvements in the areas of Desktop Management and network support
• Primary responsibility includes day-to-day systems Administration and Networking support resolving connectivity issues , installing / configuring Desktop and laptop computers , using Altiris client services for imaging and staging , and Remedy to resolve ticket issues
• Experienced with Outlook and Citrix troubleshooting. Applications supported : Windows XP , Win2k and Microsoft Office 2003
• Network functions : PBX support , wiring , Cisco router configuration
• TCP/IP and VoIP, Add, move and changes using AVAYA PBX and Octel voicemail system. Other networks supported : Novell Netware 4x through version 6.5 , including , ZEN for Workstation , and ZEN for Servers

Confidential

Desktop Support/ Network Administrator

• Provide technology services and training classes to all Toyota employees so they can meet all standards in day-to-day operations. Support includes both hardware/software platforms in order to support technological improvements in the areas of Desktop Management and network support
• Primary responsibility includes day-to-day systems administration, Lotus Notes configuration/ troubleshooting. Using network tools to resolve and support connectivity issues
• Configuration of Desktop and laptop computers using Altiris client services for imaging and remote access. Remedy to resolve and track ticket issues. I am experienced with Outlook and Citrix troubleshooting using Apple OS sytems supporting powerbooks 5G and Apple computers
• Applications supported Windows XP, Win2k and Microsoft Office 2003. Network functions: PDA support includes knowledge for access to the PDA device with configuration of the Wireless servers. W.A.N troubleshooting/problem determination. Frame Relay, ISDN, ATM and Private line . L.A.N Troubleshooting problem determination. Ethernet, VTP, Token Ring and HSRP

• Routing Protocols EIGRP, OSPF and BGP . Cisco switching IGX/BPX . Knowledge of authentication methods that can be used by the devices
• Knowledge of security for devices and security of data and network access. Infrastructure access points, protocols and authentication
• Support network and local printers, closet wiring, VPN, remote access and Cisco router configuration
• Experienced in TCP/IP and Vo/IP. Add, move and changes using AVAYA and Octel voicemail system. Other networks supported GroupWise, Novell Netware 4x through version 6.5.

Confidential

2nd Level Helpdesk Support

• Implemented and provide complete Token Ring and L.A.N installation. Configure Cisco routers using TCP/IP protocol
• Install and upgrade Lotus Notes and Windows XP 2000 Software on server and workstation
• Support on Front-end applications and visual basics, Novell 3.11 and Microsoft products
• PC repair, UNIX and AS/400 support. Helpdesk responsibilities included ensuring high quality customer service to both internal and external customers
• Identified researches and resolved complex problems. Created and managed procedures and ensure service levels where maintained. Responsible for new hires and training programs
• Enforce Work Schedules
• Oversee daily operations for the Support group
• Provided direction and coaching, tracked assess and provide management reporting of all in bound calls.

Confidential

Data Network Communications Technician

• Maintained network integrity serving as troubleshooter and liaison with customers, vendors and contractors. Installation of all Bell Labs products Identified and resolved problem area, facilitating optimum efficiency and more harmonious relationships
• Considerable exposure to D.E.C systems, CICS, VTAM and IMS mainframe software SNA network and SDLC and HDLC protocols, and Ethernet, Token ring and Unix installation.