Infrastructure Support Analyst / Desktop Support Analyst

• Daily duties for the Desktop Support Analyst portion of the job are the same as in the previous contracted position at Pfizer but expanded to include laboratory computers, audio video teleconferencing support, cell phone support, numerous other added responsibilities.
• A windows XP and Windows 7,McAfee antivirus, HP Service Center and Net Manager site.
• Added responsibilities for infrastructure support including hardware break fix for the servers and network appliances. Basic network troubleshooting and wireless support.
• Daily tape backups and tape library management T.S.M. and inventory control through Iron Mountain. Reconcile and manage tape inventories and disaster recovery as needed.
• Custom builds and configuration for the validated computers used in the laboratories and support for the Intermec printers they use. Tier three software and hardware support.
• Print management for over 165 HP and Intermec printers including break fix and refreshes. PCMAC and ITAM inventory management.

Confidential

• The same duties and responsibilities as the Smith and Nephew and Pfizer Inc. desktop support contracted positions in a Windows XP environment, Lotus Notes, SEP antivirus. Federal government contract. Support for 2200 local employees and nationwide remote support via Bomgar. HP and Dell printer repair and support. PCMAC duties.
• Strict enforcement of security standards and procedures. Extensive custom software installation and support. Standardized hardware environment.

Confidential

• Site Lead. Daily duties included desktop support, hardware break fix, system imaging, tier two software support, application installation and configuring, troubleshooting wired and wireless connectivity issues, remote troubleshooting through various VPN clients. Windows XP environment, MS Outlook, SAV. Predominantly V.I.P. and senior management support. Windows 7 rollout.
• Hand held device support across multiple vendors including Blackberry and Apple products. Audio and video conferencing support, setup and monitoring.
• New hire deployments and rollouts, service pack upgrades, data recovery and migration, pc and laptop refreshes. Cell device refreshes and support.
• Supported a variety of HP and Xerox printers and copiers. PCMAC duties.
• Tier two hardware and software support and break fix. COTS and custom software installations and configurations.

Confidential

• Daily duties include installation of operating systems and dozens of applications in a corporate environment. Imaging, hard drive cloning, virus removal, application troubleshooting, data recovery, hardware break fix for pc's, laptops and printers. Audio and video setup and support for video and teleconferencing.
• Plan, organize and participate in new hire and corporate wide refreshes for pc's. GroupWise to Outlook conversion, hard drive encryption roll out, service pack installs, XP to Windows 7 conversions.
• Provide extensive tier two and tier three level software supports in a Windows XP and Windows 7 environments with dozens of proprietary software packages. Done primarily by phone and customer facing roles. In wired and wireless environments.
• Enforce compliance with corporate software standards and best practices. Assist and train users as needed with using assorted software, hardware and hand held devices.
• Met or exceeded all company service level agreements SLA's .
• Experience with Remedy, Heat, HP Service Center and other ticketing systems.

Confidential

• Exceed all company and industry standards for first time fixes, billable utilization, parts used per call, and customer satisfaction scores in a client facing environment.
• Installation of operating systems and applications, network clients and VPN software packages. MS Office, various antivirus's, spyware/malware software etc.
• Installation, configuring, troubleshooting and repair of workstations, servers, laptops, printers and network attached devices in both a wired and wireless environment.
• Remote monitoring, management and troubleshooting of desktops and servers using a variety of software packages and direct communications, NOC and Help Desk duties.
• Design and build custom workstations tailored for specific applications and duties such as CAD, graphic design and GPS applications.
• Complete hardware and software support across IBM, HP, Compaq and Dell product lines, IBM - Lenovo and HP warranty authorized technician.
• Create, test and deploy standardized, as well as custom built images for workstations both for mass deployment, pc refreshes utilizing Ghost, Acronis and other software.
• Considerable work for regional law firms such as Martina and Jones, Lewis and Roberts, Hunton and Williams and others. Support BCBS of N.C. and numerous State of North Carolina agencies as well as local municipalities.

Confidential

• Build and configure custom IBM servers, laptops and desktop pc's to exacting specifications including the addition of proprietary hardware and software.
• Build, troubleshoot, test and deploy the images to the servers, pc's and laptops. Provide feedback and documentation supporting changes to the images and processes.
• As a Quality Control Technician I would escalate all issues through channels to ensure a timely and successful resolution is implemented through out the company.
• Check and verify every aspect of the build including testing all installed proprietary hardware and software. Writing procedures to address failures and correct S.O.P's.

Confidential

System Administrator

• Administer two Windows NT networks consisting of servers, printers, workstations, point of sale appliances and an Ethernet network.
• Installed, configured and troubleshoot all applications and maintained system components, trained employees on the software packages.
• Hardware break fix, research, plan, execute system upgrades and updates
• Back up, secure and manage the company data and data transfers.
• Design and implement procedures and best practices to ensure the integrity of the company's computer systems and data.