SUMMARY:

• Systems management professional with 15+ years experience in a high tech environment. Skilled at providing IT support across multiple operating systems and office platforms. Energetic problem solver willing to take calculated risks to reduce service times

PROFESSIONAL EXPERIENCE:

Confidential

Technical Team Lead

Responsibilities:

• Responsible for working with the IBM Project Team and Miller - Coors to coordinate logistics, schedule refresh with each Miller-Coors user and rollout refresh PCs to the Miller-Coors environment
• Recognize and understand potential impacts to the work environment that may be caused by the activities involved in the deployment process and recommend actions/solutions..
• Responsible for understanding deliverables, services required and problems, escalating issues as necessary to meet timelines
• Communicate project risks and issues along with recommendations to responsible management.
• Manage and provide direction to the Refresh Technicians including performance management and development.
• Collect and analyze user current workstation configuration
• Install, configure and trouble shoot standard load and make sure the correct post image desktop bundle is installed on the standard image
• Ensure user data is migrated successfully and correctly user data
• Perform machine specific configuration and application install via SCCM or via manual install
• Make sure all peripherals are installed correctly
• Maintain and process inventory of new PCs and existing PCs for refresh cleanup efforts
• Track issues and recommendations for solutions
• Ensure that all refresh PCs are configured correctly
• Act as the escalation point for Refresh Technician and/or user issues.

Confidential

Desktop Support/System Administrator

Responsibilities:

• Ensured that all computer systems and related peripheral devices and components were configured and utilized effectively to support the local business processes. Provided functional direction and coordinate the use of internal resources and personnel and/or vendor support to ensure agreed service, security, performance and availability levels of network computer systems were met.
• Monitored overall performance of computer systems, perform research and provided recommendations for improving performance, security, service levels and cost reductions. Windows XP and 7 desktop environment. Business relies heavily on Lotus Notes, JDE, MS productivity suite and TeamCenter Engineering.
• Support, maintain, develop and troubleshoot the network computer and telecommunication systems, related peripheral devices and local area networks.
• Coordinated the planning, installation, including Active Directory adds/changes, and maintenance of network systems and components.
• Created and maintained detailed documentation and procedures governing the network computer systems and peripherals in all aspects of its utilization; ensured associates work in compliance with the documented procedures and guidelines.
• Worked closely with Network Administrators to monitor, analyze and troubleshoot local area networks and components.
• Designed, tested and implemented new computer systems, operating systems and applications.
• Advised technical specialists, management and users about network(operating) systems, components and peripheral devices, based on trends, developments, experiences and company/industry best practices.
• Ensured regular reporting to management regarding performance and service levels of network systems, in order to inform responsible management about major deviations and/or corrective actions.

Confidential

PC/Lan Analysis Technician

Responsibilities:

• Provided PC/LAN support. Used specified systems and diagnostic tools to troubleshoot desktop, laptop, and peripheral hardware, software, applications, operating systems and related network problems for individual users and resolves basic to moderately complex issues or escalates as needed.
• Completed work orders and move/add/change requests with general direction, including patches, upgrades, software deployments, installations, repairs and preventive maintenance on desktops, laptops, servers and related systems and completes documentation.
• Assisted in the installation and configuration of voice and data equipment. Provided and technical assistance to users.
• Participated in testing, implementing, maintaining and controlling PC/LAN systems.
• Assisted in testing the business continuation plan.

Confidential

Server Support Specialist

Responsibilities:

• Build and reimage desktops and laptops as part of a companywide Windows XP upgrade
• Windows XP, 2000, Lotus Notes, Microsoft Office 2007, Tivoli, Ghost
• Software and configuration problem resolution.
• Install/troubleshoot client software

Confidential

Technical Support Specialist

Responsibilities:

• Deskside software and hardware support.
• Installs, de-installs, moves, adds and changes involving hardware and software.
• Software and configuration problem resolution.
• Install/troubleshoot client software
• Remedial hardware repair and preventative maintenance
• Manage replacement parts inventories
• Build and reimage desktops and laptops
• Use diagnostic tools to troubleshoot basic hardware problems and network connectivity problems

Confidential

Technical Helpdesk Analyst

Responsibilities:

• First level technical support for Wachovia Securities.
• Perform problem analysis, trouble-shooting and resolution as required on various products within the Securities environment.
• Windows XP, 2000, Lotus Notes, Microsoft Office 2003/2007, Outlook, Dameware Netop 7.0 remote access, Rumba, Lan/VPN connectivity, Smart Station, WinTV.
• Responsible for supporting a wide range of hardware, networks, servers, and software in a factory setting.
• Responsible for performing on-site or in-house Desktop Support servicing, repair and installations on desktops, laptops and printers/print servers.
• Provide technical support by phone, email, desk side visit or remote control in activities associated with the identification and prioritization of reported problems.
• Provide accurate, timely, and professional resolution on all supported issues, e.g., VPN, logon issues, password resets, account creation using Active Directory, wireless connectivity, along with timely and professional follow up on all calls.
• Activities include recognition, research, isolation resolution and follow-up for both Hardware and Software issues as well as performing general maintenance, troubleshooting and repairs to computer systems.

Confidential

Application Support Associate

Responsibilities:

• Responsible for supporting a wide range of hardware, networks, servers, and software through various organizations within the company
• Responsible for performing on-site or in-house Desktop Support servicing, repair and installations on desktops, laptops and printers
• Provide technical support by phone, email, desk side visit or remote control in activities associated with the identification and prioritization of reported problems.
• Provide accurate, timely, and professional resolution on all supported issues, e.g., VPN, logon issues, password resets, account creation using Active Directory, wireless connectivity, along with timely and professional follow up on all calls
• Activities include recognition, research, isolation resolution and follow-up for both Hardware and Software issues as well as performing general maintenance, troubleshooting and repairs to computer systems.

Confidential

Technical Support Analyst

Responsibilities:

• Responsible for performing on-site or in-house Desktop Support servicing, repair, and installations on desktops, laptops, servers and printers.
• Provide technical support by phone, email, desk side visit or remote control in activities associated with the identification and prioritization of reported problems.
• Activities include recognition, research, isolation, resolution, and follow-up for both Hardware and Software issues as well as performing general maintenance, troubleshooting, and repairs to computer systems.

Confidential

Client Technology Specialist

Responsibilities:

• Diagnose and solve medium to complex technical issues that included both hardware and software items related to distributed computing. Installed and configured approved platforms and applications.
• Advanced knowledge of Industry Standard hardware and software: Microsoft Windows, Novell, HP Intel based platforms, Cisco devices, printers, and voice connectivity.

Confidential

Personal Computer Systems Specialist

Responsibilities:

• Installed, configured software and hardware (e.g., hard drives, power supplies). Resolved software and hardware issues covering a wide variety of desktops and laptops for both onsite and remote users by phone, email, desk side visit or remote control
• Participated in roll-out of updated and new desktops/laptops using Ghost to create images and re-image desktops and laptops to customer specifications. Roll-out included physical de-install/install of equipment.
• Increased customer satisfaction by reducing the response time to problem resolution for both onsite and remote users. Ensured that time to deliver new systems installs was also reduced.
• Facilitated rollout of new equipment and migration to upgraded windows operating systems and office platforms (Windows XP)
• Worked at multiple customer locations during periods of crisis to meet customer expectations.
• Monitored work queue to ensure service level agreements were met.

Confidential

Responsibilities:

• Installed, configured software and hardware (e.g. hard drives, power supplies). Resolved software and hardware issues covering a wide variety of desktops and laptops for both onsite and remote users.
• Participated in multiple roll-outs of new equipment/operating systems using Ghost to create images and re-image desktops and laptops to customer specifications. Roll-out included physical de-install/install of equipment.
• Increased customer satisfaction by reducing the response time to problem resolution for both onsite and remote users. Ensured that time to deliver new systems installs was also reduced.
• Coordinated and supervised efforts of contractors, as needed. Provided on the job to contractors in processes, procedures and technical issues.
• Facilitated rollout of new equipment and migration to upgraded windows operating systems and office platforms to 400+ end users. Responsible for approximately $1 million in equipment inventory.
• Worked at multiple customer locations during periods of crisis to meet customer expectations.
• Expanded software knowledge to encompass Windows 95/98, Windows NT4, Windows 2000, Lotus Notes and a wide variety of softwares.
• Monitored work queue to ensure service level agreements were met.

Confidential

Desktop Support Technician

Responsibilities:

• Facilitated migration to a Unix based datakit network office platform. Later facilitated another migration from this Unix platform to a TCP/IP network Microsoft Windows based office platform containing a wider variety of software and hardware.
• Instructed end users in the use of these platforms, software and hardware.
• Absorbed systems administrator workload during and after migrations. Responsible for setting up logins, shares and maintaining integrity of resources on the Unix and NT servers.
• Coordinated efforts of desktop and data communications technicians to endure problems were resolved correctly and in a timely manner.
• Provided some in-house hardware repair.