Desktop Support Specialist

• Successful systems optimization and Strategic IT Solutions
• Proficient IT Support Analyst managing server infrastructures and data-center operations across multiple platforms Unix, Windows . Effectively plan, install, configure and optimize the IT infrastructure to consistently achieve high availability and performance. 24 years of experience and have worked for the following entities, U.S. Federal Government, U.S. Department of Defense, State and Local Governments, and two Fortune 500 companies.
• Highly analytical with proven ability to create and deliver solutions tied to business growth, organizational development and systems/network optimizations. I will be able to offer excellent leadership, communication and interpersonal skills. I am a self-motivated, trainable, and can manage my own time effectively working unsupervised and as part of a team

Highlight of Technical Experience

Extensive knowledge of Windows 2008 Server, Windows 7, Windows 7 Data Migration, Active Directory, Citrix, Microsoft Exchange Server, Novell 4.x/5.x, Windows XP, Unix, Norton Ghost, Cisco routers Cisco PIX Firewall

Operating Systems Products:

• MVS/ESA, VM/ESA, Novell NetWare 2.x 4.x, OS/2 Workstations Servers, Windows 2000 Workstations Server, Windows NT 4 Workstations and Server and Management Servers.
• OS/400, AIX, IBM UNIX, Systems Managed Storage DF/SMS , System Center Configuration Manager SCCM

Online Database Systems:

SharePoint 2013, CICS, IMS, TSO, CMS, Oracle, PowerBuilder, Sybase, DB2, DB2/2, CICS/2, Microsoft SQL Server

Network Systems:

• Load balancing and clustering technology
• Multi-tiered application architecture
• Understanding of the 7 Layers of the OSI Model
• Network Management Applications Services:
• Cisco Call Manager Administration 6.x, 7.x, 8.x, What's Up Gold
• Gold, Cisco Works, Cisco Unified Operations Manger
• Call Manger, Unity, CME, CUE, H323, MGCP, SIP, QOS, IPCC Express
• IP Services: NAT, DHCP, HSRP
• Routers: 2500, 2600, 3600, 7200, 7500
• Switches: 2900XL, 2950, 3500, 4000, 5500, 6500
• Routing Protocols: RIP, IGRP, EIGRP, OSPF, BGP, FHRP, IPSEC, TCP/IP, IPX/SPX, SNA
• Citrix XenApp, Citrix XenDesktop, Citrix VDI-in-a-Box, Citrix XenServer

Professional Experience

Confidential

Desktop Support Specialist

• Provide telephone IT support for hospital employees including applications, desktops, servers, and basic network issues.
• Perform support for Dell desktops, laptops and servers, HP printers, network equipment and execute confidential data recovery for customers. Backbone administration, development and redesign of CORE network configuration. Network documentation, implementation, maintenance as well as monitoring of network security of firewalls

Key Contributions:

• Handled both hardware and software calls in high volume call center environment for end-users. Post migration incident resolution and desktop support of Doctors and staff
• Managed log call systems using Clarify and HP OpenView Service Center ticketing systems.
• Symantec Management Agent, Altiris, BMC Remedy Action Request System, iManage Desksite, Microsoft Windows XP, Windows 7, Office 2010.
• Directed installation of software for end-users PC using Distribution Servers as well as adding new users and setting up European Voicemail.
• Provided Network traffic analysis, Network security policy design and implementation.
• Windows 7 Migration support. Performed pre and post migration checklist for the configuration and deployment of imaged desktops and laptops.

Confidential

Helpdesk Analyst

Helpdesk Analyst supporting internal and external customers. Duties included Active Directory, Cisco Voip Administration troubleshooting Win7, XP, Citrix, AS/400 mainframe, LiveMeeting, Network/Local Printers, network connectivity, Cisco AnyConnect, Cisco VPN, Altris, and input tickets within Service First and Tech Excel application. We also supported IPHONES and Android devices. Remote tools included Dameware, Pc Anyware, Logmein, and Gotoassist.

Key Contributions:

• Configure, install, maintain, and support desktops, laptops, handheld devices, printers, monitors, portable data storage devices, blackberries, iphones, and other general peripherals
• Built Network Management Center with HPOpenview and Ciscoworks and installed Cisco Catalyst 5000 and Catalyst 2900's.
• Initiated installation and configuration of VLAN Director while migrating workstations to the new switched architecture.
• Imaged units using Symantec Ghost, completed setup of units for deployment..

Confidential

Network Engineer

Maintained the integrity of the network by installing, upgrading, and maintaining network routers, switches, wireless, firewalls, probes, and other devices at current operating system levels as provided by the manufacture. Worked with vendors to diagnose and resolve network problems. Operated and configured protocol analyzers to diagnose problems and analyze captured data. Utilized Solarwinds and Nagios NPM tools to monitor and detect network conditions requiring corrective action or performance tuning

Key Contributions:

• Provide escalated support and troubleshooting to maintain high availability and performance of the network
• Work closely with network operations, data center team and other groups to monitor, manage and maintain our global network.
• Design, engineer, develop and deploy network infrastructure
• Directed security and disaster recovery planning.
• Proactively identify technology gaps and develop and implement appropriate solutions collaboratively
• Researched, developed, designed and implemented hi-speed network with various TCP/IP scheming to ensure a high degree of satisfaction.