PROFESSIONAL SUMMARY

• Extensive hands-on experience in windows administration and system maintenance, also networking and hardware administration. Results-driven strategic leader. Expertise in client relationship management, problem identification, strategic development, negotiation contract management, changes management, focused delivery and team leadership. Experience installing, configuring, and enhancing network environments. Current Citrix Support, Windows 7 and Attention to Detail experience.
• Administered DHCP, DNS, Active Directory, Group Policies GPO's , WINS, HTTP, FTP, TFTP
• Windows Software Update Services WSUS patch management
• Worked with International team on development of server administration rules and policies
• Management of servers and desktops via SMS console
• Citrix updates and maintenance
• Understanding of cloud computing
• Performing network modeling procedures and conducting research
• Implementing new user interfaces and database systems
• Local Area Network architecture, design, implementation and development
• Installation and configuration of Cisco access points 802.11 a/b/g/n
• Designed solutions for Installing of computer images CD or Network using Symantec Ghost, Altiris, and TrueImage
• Working knowledge of Remote connectivity access

Work Summary

Confidential

Field Support/Helpdesk Technician

Environment: Active Directory, Windows XP, Windows 7, Internet Explorer Browser, Firefox Browser,Google Chrome Browser,Office 365Administration, Office 2010,2013 and Office 365, Asus 1016P laptop, HP3115, Dell Series laptops IBM/Lenovo ThinkCentre Workstation, IBM/Lenovo Laptops. Android and I phone support.

• Providing frontline customer support for students and teachers, including hardware and software troubleshooting and diagnosis. Provided Level I and II support to the support fifteen local area schools end-user community. Created user account and email address. Reset passwords in Office 365 administration dashboard.
• Assisted with the installation and configuration of computer hardware, operating systems, cloud services and applications. Managed all aspects of repair workflow, including open repairs prioritization, case management, and service part order management. Provide technical support for in-house Apple and Windows based systems. Used remote support tools and provided desk side support. Resolved user questions, software driver conflicts and printing connectivity issues.

Confidential

Helpdesk Technician

Environment: Active Directory, Windows XP, Windows 7, Internet Explorer Browser, Firefox Browser, MS Exchange, VMware, Office 2007and Office 2010, SCCM., Cisco Iphone, IBM/Lenovo ThinkCentre Workstation, IBM/Lenovo Laptops. Android and Iphone support.

• Provided Level I and II support to the company's end-user community. This specialist role ensures that the company's end-users can accomplish business computing tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Confidential

Helpdesk Coordinator

Environment: Active Directory, Windows XP, Windows 7, MAC OS X, Safari Browser, Internet Explorer Browser, Firefox Browser, MS Exchange, VMware, CISCO Call manager, Unity, IPCCX, Zoom, Witness, Websense, Putty, Netterm,Windows Server 2008, Office 2007and Office 2010, SCCM., Cisco Iphone, Dell Workstation: OptiPlex GX 955 Dell Laptops: Latitude E6400 and E6500 series.

• Assisted in first call resolution of computer and networking issue for global end users. Performed troubleshooting, parts replacement, system upgrades, deployments, and repair on PC's /notebooks.
• Built standard images for PC and laptop. Document standard operating procedures and resolution to Wiki database

Confidential

Office 365 Migration Support Technician

Environment: Active Directory, Windows XP, Windows 7, MAC OS X, Safari Browser, Internet Explorer Browser, Firefox Browser, MS Exchange, Windows Server 2003, Javalina AD Tools ADxRay, AD Groups ,

• Service Desk Console, Windows Powershell 3.0, Directory Synchronization, Office 2007 and Office 2010, Office 365, SCCM. Dell Workstation: OptiPlex 755 Dell Laptops: Latitude E6400 and E6500 series.
• Created normal mailboxes and then sync them to the cloud for three domains APAC, EMEA, AMER
• Converted the mailbox type to shared without a license for domains APAC, EMEA, and AMER
• Updated shared mailboxes and security groups via Powershell script and perform Dir Sync to update AD to Cloud. Troubleshoot and resolved directory synchronization issues

Confidential

Technical Support Specialist

Environment: Active Directory, Windows XP, Windows 7, MAC OS X, Safari Browser, Internet Explorer Browser, Firefox Browser, MS Exchange, Windows Server 2003, Office 2007and Office 2010, SCCM. Dell Workstation: OptiPlex GX 955 Dell Laptops: Latitude E6400 and E6500 series. Good and BES support for Blackberry, Android, iPhone , and iPad devices.

• Provided telephone and remote access technical support for employee , contractors, and vendors of Quicken Loans and its family of companies. Resolved remote access issues with VPN. Resolved user questions, software driver conflicts and printing connectivity issues. Performed troubleshooting, parts replacement, system upgrades, basic deployment, and repair on desktops / notebooks. Interacted effectively with internal and external contacts Account Management, Deployment Team, Solutions Architect, Employees, and Venders . Performed configuration resolutions on Mac Notebook Pro with Lion OS. Assisted in the setup, configuration and support of Blackberry, iPhone, iPad, tablets and Android devices.

Confidential

Chase 2012 Refresh Project/Beaumont Hospital Printer Update Project

Environment: Active Directory, Windows XP, Windows 7, Internet Explorer Browser, Microsoft Office 2003 and Office 2007, Office 2010, Dell Workstation: Optiplex GX 620, 745,755, and 780 760 Dell Laptops: Latitude D600, D620, E5400, E5400, E5410, and E6400.

• As Technical Lead my role was to manage the onsite team, issues and escalations. Communicate team status to BCDS Bridge. Communicate effectively and solutions to Branch personnel onsite. Ensure all peripherals are installed and functioning properly. In addition confirm that all printers are setup properly and that all old assets are properly prepared for disposal pickup. As Installation Technician my roles included break down of old workstations and prepare assets for disposal. Setup new workstations, connecting all peripherals to new workstations and assist with new printer. Assist with other activities as directed by the Lead when not in the lead technician role.