SUMMARY

I have over 20 years of technical experience in computer systems management; engineering, migrations and technical support with emphasis on operations and infrastructure technology and support.

TECHNICAL SKILLSOperating Systems: Windows 3.1 through 3.11; NT Workstation 3.0 through 2003; Windows95; UNIX S5 R4; Windows NT Terminal Server 4.0, Exchange Server 2003 - 2011, Widows NT Server 3.0 - 2008, Windows Vista, Windows 7, Mac OS X,Windows 6.5 & 7 mobile, Android, SBS 2003 -2011

Software: MS Project, Remedy, Heat, Citrix, BMC Express, Magic, Unicenter, IIS, SAP Help Desk, SMS, VNC, Robohelp, Ghost, MS Office 2k -2007, Web Ex, Magic, SMS, Go to Assist, McAffee Enterprise antivirus, McAfee ePO server, AVG Cloud CarePROFESSIONAL EXPERIENCE:

Confidential, Linthicum, MD

Senior Help Desk Engineer

• Assisting Ciena Corporation with the migration of 2000 new employees acquired from the purchase of a division of Nortel Networks.
• Windows Server 2003 systems administration
• Password resets for AD, Oracle and other in house systems
• Procedure and help desk documentation development
• Migration of Blackberry and other smart devices from Nortel's network to Ciena's network
• Adding, deleting and moving exchange user profiles
• Adding of users account to Ciena Domain
• Creation of network resource shares
• Used WebEx remote support for remote client support
• Installed and configured WebEx meeting software to remote and desk side client
• Troubleshooting of VPN and remote connection issues
• Remote user applications and hardware support

Confidential,Baltimore, MD

Operations Lead

• Responsible for day to day operations support in addition to the following On boarding of new Windows and Mac customers
• Enterprise antivirus management
• Responsible for patch management and updates for all servers and workstations
• Management of MacAfee ePO server for virus protection and encryptions
• Management of 300 ePO clients
• Management of AVG cloud care client
• PC and Server 2012 build for external customers
• Installation of network server, workstation
• Troubleshooting of Windows and Mac workstaions and airbooks
• Escalated remote customer support for external customers
• Account management and development
• Coordination of Dell part and warranty exchange
• Documentation development
• Development of helpdesk procedures and technical solutions for Jr staff member.

Confidential, Bethesda, MD

Analyst

• Coordination with individual properties regarding reimaging/Final PC Setup of PCs based on corporate standard.
• Enhance end user productivity by performing Reimaging/Final PC Setups, configuration, data migration, and PDA/handheld device configuration for all PCs within scope.
• Scheduling of staff resources to process incoming migration request
• Keeping current with workload activities, client billing in BMC Remedy, Request Center, voicemail and other tools and applications as necessary.
• Desk side delivery of PCs to Headquarter customers including executive level support
• Performed remote field Reimages/Final PC Setups based on volume and/or business needs.
• Diagnose and replace hardware issues with IBM/HP laptop and desktop PCs.
• Provide end user technical support for Windows 7, Windows XP operating system and Microsoft Office 2010.
• Assist with transition of end users and departments to Windows 7 operating system.
• Provide remote support using WebEx support center software
• Assist with transition of end users and departments to Microsoft Office 2010.
• Maintenance of internal support documentation and escalation policies.
• Ensure standard image are consistent across brands.

Confidential, Baltimore, MD

Field Engineer

• Provides support for Field Services Team, assisting in installation and integration issues in order to ensure successful implementation efforts.
• Migration of Dell and HP workstations from XP to Windows 7 in large corporate environments

Confidnetial, Baltimore, MD

Service Delivery Site Lead

• Management of 3 desktop support engineers
• Installation of new users
• Coordination of all interoffice moves
• Senior level support of window XP and Windows 7 customer (beta group)
• Windows and Mac workstation installation
• PC imaging and reloading
• Creation of user account on and administration of A.D
• Provide updates to executive staff at weekly meetings
• Overflow NOC support
• Installation and support of Office 2010
• Installation of Bloomberg workstation, both dedicated and software
• Coordination of Dell part and warranty exchange
• Documentation development
• Development of helpdesk procedures and technical solutions for Jr staff member.

Confidential,Silver Spring, MD

I.T. Manager 

• Tasked with for setting technical direction for company implement new services management software for entire organization. Responsibilities included but not limited to:
• The development of project plans and timelines for server migrations
• The development of server and network requirements to meets customers need for growth and expansion
• Setting corporate desktop standards
• Migrations of Server 2003 to SBS 2011and Server 2008
• Migration of 100 user workstations from Windows XP and Vista to Windows 7
• Migrations of 2003 SQL Database to SQL 2008
• Exchange 2011 and SBS 2011 server support
• Upgrade of infrastructure cabling for Cat3 to Cat 6
• Upgrade and replacement of all network switches.
• Installation of 300MB wireless network point to point and multipoint
• Remote and desktop support for all users.
• Mac hardware support
• Setup of Smartphones.
• Setup of corporate VPN

Confidential, Washington, DC

 Team Lead

• Installation of new users
• Coordination and scheduling of all interoffice moves
• Development of interoffice move timelines and resources
• Senior level support of window XP and Windows 7 customer (beta group)
• Workstation installation
• PC imaging using swimmage and ghost
• Creation of user account on and administration of A.D
• Installation and configuration of web-ex software meeting software
• Server 2008 administration
• Overflow NOC support
• Setup of dedicated Bloomberg terminals
• Installation of Bloomberg software on workstations
• Installation and support of Office 2010
• Installation of Mac OS9 workstations
• Troubleshooting of Windows and Mac workstations
• Coordination of Dell part and warranty exchange
• Documentation development
• Development of helpdesk procedures and technical solutions for Jr staff member.
• Deployment of application to user from SCCM software library
• Prepared applications for deployment using the SCCM 2012 and the SCCM customization tool

Confidential, Washington DC

Lead Deployment Engineer

• Assigned to the Dell Corporation my duties and responsibilities consisted of but not limited to the following.
• Deployment of over 1200 Windows 7 pc's for Citi Groups Hagerstown call center
• Deployment of over 1500 Windows 7pc's for Medstar Hospitals including specialized machines for surgey, radiology and research labs
• Development of deployment, migration plans and schedules as well as WBS
• Installation of network printers
• Creating and adding of computer and user account thru AD
• Imaging of predeployed pc's using Ghost, Altaris and SCCM
• Provided departmental hardware inventories using the SCCM 2012 inventory manager
• Staging applications for deployment via Altaris
• Pushed applications to users using SCCM 2008 and Altaris
• Reimaging of over 500 pc's for United Bank of Switzerland using Ghost

Confidential,Baltimore

Lead Field Engineer

• Provide hardware installation of computer and network systems to business and residential customer
• Repair of desktop and notebook computers
• Repair of retail Radiant POS systems
• Asset tracking of all pc returned to dell during technology refreshes for business in the Washington metro area
• Scheduling of field tech to customer locations

Confidential, Towson

Support Engineer

• Responsible for providing Tier 3 applications support for software end users. Resolve complex issues on Windows 2000, XP Server 2000, Server 2003 and network based problems remotely and in a prompt and professional manner Duties include but not limited to the following;
• Identifies and defines issues that require attention of software development team.
• Improves software support documentation to facilitate future troubleshooting and improve client satisfaction.
• Provides support for Field Services Team, assisting in installation and integration issues in order to ensure successful implementation efforts.
• Supports Client Services and other internal departments by fielding and working ad-hoc requests related to troubleshooting the software application on an ongoing basis.
• Identifies and forwards potential software enhancement opportunities.
• Responsible for providing Tier 3 application support for software end users. Resolved complex issues in addition to Windows Server 2000 and 2003 issues as well network based problems via remote connection
• Worked with software developers, users, and other QA associates in the development of test cases for updated CD patches and updates versions 10.0 and 11.0
• Involvement with company wide data analysis & reporting
• Trouble shooting .Net, MSDE and MSSQL errors pre and post installation

Confidential

Deployment Lead Engineer

• Supporting the USDA in the deployment of 500 notebooks
• Imaged notebook computers using GHOST for deployment to USDA staff
• Installation of notebooks and printers
• Adding user and machine accounts to active directory
• Provided telephone and remotes support to USDA employee's

Confidential

Support Engineer

• Supporting the U.S. Department with the collection of the census information for 2010, my responsibilities included but were not limited to the following:
• Application support for all Census field personnel
• Support of desktops, laptops and HHC (Hand Held Computer) for Census
• Provide hands-on technical support to troubleshoot custom and COTS software,
• Act as liaison between the Tiers I, 2 3 support teams to ensure proper ticket management and resolution.
• Provide all customer interaction for Tier II and Tier III support
• Remote desktop and server administration
• Setup of desktop computer to adhere to FDCC standards where applicable
• Adding and deleting of user account in Active Directory
• Local and remote printer setup and administration
• Development of knowledge database documents and provide the information to others on the team
• Coordinate hardware maintenance, on site technicians and outside vendors for equipment installs and delivery.
• Development of project installation plans and timelines
• Assist with training others on the team and new members to the team on practices, procedures, and technical aspects of the job.

Confidential,Towson, MD

Support Engineer

• Responsible for providing Tier 3 applications support for software end users. Resolve complex issues on Windows 2000, XP Server 2000, Server 2003 and network based problems remotely and in a prompt and professional manner Duties include but not limited to the following;
• Identifies and defines issues that require attention of software development team.
• Improves software support documentation to facilitate future troubleshooting and improve client satisfaction.
• Provides support for Field Services Team, assisting in installation and integration issues in order to ensure successful implementation efforts.
• Supports Client Services and other internal departments by fielding and working ad-hoc requests related to troubleshooting the software application on an ongoing basis.
• Identifies and forwards potential software enhancement opportunities.
• Responsible for providing Tier 3 application support for software end users. Resolved complex issues in addition to Windows Server 2000 and 2003 issues as well network based problems via remote support
• Worked with software developers, users, and other QA associates in the development of test cases for updated CD patches and updates versions 10.0 and 11.0
• Involvement with company wide data analysis & reporting
• Trouble shooting .Net, MSDE and MSSQL errors pre and post installation