SUMMARY:

• An Information Technology Professional with diverse experience in multiple facets of technology seeking new challenges. Possess a reputation of being a creative problem solver, decision maker and results oriented worker with proven ability to consistently exceed goals. A proactive team leader with strong communication and multi - tasking skills; able to motivate others and create a positive learning environment. Exceptional knowledge and skills in customer service, customer relations, call centers . Fluent in English and Spanish (read, write, speak).

ACCOMPLISHMENTS

• Have successfully built over 500 PCs ranging from basic single core systems to high end dual/quad core systems in addition to server builds for various small businesses.
• Have designed an imaging and deployment process using WinPE, powershell, usb thumbdrives and Windows Deployment Services.
• Mastered MAC filtering with wireless networking
• Mastered troubleshooting, updating, upgrading and diagnostics using remote connection software (PC Anywhere,LogMeIn,DameWare,Join.Me, Altiris, Team Viewer and ScreenConnect)
• Assisted in active directory data migration of over 2000 users
• Assisted in server migration for the following types of server:
• DHCP Server
• File/Print Server
• Application Server
• Websense Server
• Assisted in desktop refresh for over 800 users.
• Assisted in laptop refresh for over 950 users.
• Mastered PC encryption using PGP Encryption software.
• Trained level one techs on company infrastructure and SOPs for end user support.
• Team lead (on 6 person team) on enterprise level USV implementation.
• Knowledge using Whatsup Gold
• Expert knowledge with Android,iOS, and Windows Phone devices
• Knowledge with batch scripting
• Knowledge with POWERSHELL scripting.
• Knowledge with IBM Endpoint
• Knowledge with PDQ Deploy
• Knowledge with DHCP and PXE implementation
• Project manager / Engineer / lead tech on domain migration for over 200 users across the US and Europe.
• Expert knowledge on Windows 7 8,10 imaging
• Created CUSTOM usb thumbdrive imaging process that is completely automated with win10 winpe,powershell and works on 6 different machine models.
• Created CUSTOM backup solution using windows 10 winpe, and USMT

TECHNICAL SKILLS

Hardware: Desktops (Windows & MAC), Laptops (Windows & MAC), Server (Racks and Blades). Mobile Devices such as Smartphones & Tablets (Android,iOS,Windows Phone); VOIP Phones

Troubleshooting: Expert level knowledge troubleshooting computer and network issues

Operating Systems: Expert level knowledge of Windows 9X, NT, 2000, XP (Home and Professional),Vista, Windows 7, Active Directory, and a server environment with over 5000 users and knowledge with MAC OS X.

Software: Microsoft Office (All Versions), Remote Connection software (PC Anywhere, VNC Viewer. Windows Remote Desktop, logmein). Avaya IP phones and managing Avaya phone user accounts Altiris deployment solution. Audio and visual software, Adobe Acrobat Professional, Imaging Software (Norton Ghost, Acronis TrueImage standard to enterprise editions),Tivioli Endpoint solutions (BigFix), Alitiris Deployment Solution, PDQ Deploy, Windows Deployment Services.

Scripting: BATCH, POWERSHELL, VBS (BASIC)

PROFESSIONAL EXPERIENCE

Confidential, Hoffman Estates, IL

Desktop Support Engineer

• Design, implement and maintain a global corporate imaging strategy
• Create, test and maintain current workstation images
• Test, evaluate and package applications for workstation distribution
• Maintain corporate standards for computer software and hardware. Conducts reviews to ensure compliance to the standards
• Responsible for successful deployment and upgrades of workstations
• Responsible for Microsoft Group Policy maintenance
• Responsible for testing, managing and releasing Microsoft updates
• Mentor and train the other team members on imaging methods
• Provide customer service for internal IT teams and employees
• Be proactive when dealing with user issues and take ownership of calls
• Support the following technologies: Microsoft Office products - Outlook, Word, Excel, Internet Explorer, desktops, laptops, printers, networked copiers, basic LAN/WAN connectivity and others as assigned
• Create technical documentation related to system configurations, processes, procedures, and knowledgebase articles
• Manage tasks to completion within established deadlines
• Project Manager
• Responsible for domain migrations for acquired companies.

Confidential, Elgin, IL

Desktop Engineer

• Design and build core desktop/laptop Operating System images and the process to deploy, update and support the images across the Enterprise.
• Expert knowledge with Windows XP, Windows 7 image deployment using BigFix, Altiris, thumbdrive imaging.
• Build software distribution packages for the desktop environment to deploy new applications and update existing applications.
• Design and implement process to ensure applications and operating systems are updated and patched as needed on all desktop images.
• Train technical support personnel in the use and support of new tools and systems used to manage and support end user computing environment.
• Proactively research, evaluate and test latest end user computing technologies and make recommendations on hardware and software standards.
• Experience with desktop systems engineering, administration, and support in an enterprise environment (e.g. 7500+ desktop/laptop systems at multiple physical locations)
• Extensive experience with Windows XP and Windows 7 systems troubleshooting including networking, Group Policy processing and system registry
• Working knowledge of Software Packaging and desktop application deployment technologies
• Strong interaction with Active Directory and Group Policy Objects (GPO/Group Policy Preferences (GPP)
• Light scripting in VBScript, batch script and PowerShell
• Strong technical writing skills with proven experience in documenting system standards and support processes
• Proficiency in troubleshooting and resolving complex problems that may cross functional and technical boundaries
• IBM Tivoli Endpoint Manager (BigFix) administration
• Hands-on system configuration management and recommending/applying best practices

Confidential, Elgin, IL

Systems Administrator

• First point of contact for all onsite/remote US based employees (~100) with regard to problem solving related to
• IT equipment, software and general support.
• Support users with voicemail access and creating mailboxes and user accounts within Google Business apps
• Memory upgrades, software installation, laptop maintenance, desktop/laptop imaging
• Supports Windows and MAC OS Enviroment.
• Engage vendors on hardware and software requisitions
• First point of contact for all onsite/remote US/Canada based employees (~100)

Confidential,  Hoffman Estates, IL

Site Operations Technician

• First point of contact for all onsite employees (1200+) with regard to problem solving related to IT equipment, software and organization
• Support users with voicemail access using Avaya software and creating mailboxes in active directory
• Memory upgrades, software installation, laptop maintenance, desktop/laptop imaging
• Main contact point for all of internal IT staff at corporate headquarters
• Member of 5 person team-Accepts/Resolves/Escalates helpdesk tickets, Password reset exp,
• Security group creation, and Dist group maintenance utilizing Active Directory, create user accounts
• Responsible for receiving all Help Desk calls and emails, and responding to the users in a timely manner, address tickets submitted through Altiris system and supporting over 5000+ multiple site users in XP environment using Right Fax / Modular messaging / Avaya Phones / Office software
• Trained associate employees for helpdesk duties and responsibilities
• Manage software application control person and site asset/inventory control, coordinate MAC'S (Adds, Moves & Changes) with all departments
• Member of several actions groups pertaining to specific relevance of job duties, i.e.:
• Server team-info gathered for site specific setup/changes/updates
• Altiris team-research and development of current ticket system and new possibilities of usage
• Blackberry team-Primary contact for Site users regarding issuance, configuration, troubleshooting

 Confidential, Schaumburg, IL

National Admissions Advisor

• Assist prospective students to make an educated choice in post-secondary education
• Support students through the required steps necessary to begin a degree program

Confidential , Hoffman Estates, IL 

Owner & Lead Tech

• Sell custom-built technology solutions, Basic end user machine, Business end user desktop
• Personal Home Server, Business Server (FPS, DNS, Backup.), Networking
• Setup wired network Ran self-wired cables Designed and implemented infrastructure Setup Wireless Network Deployed APs/Boosters where needed Created SSID and security on router (WPA, WPA2)
• Tech support. Ranging from basic questions on navigating systems to removing viruses to consulting
• Consulted consumers and businesses on their technology needs Ranging from what kind of PC/MAC to buy to what programs are needed to reach needed results for a project or task