SKILLS:

• Active Directory
• Altiris
• SCCM 2012 Package Deployment
• Windows 7
• Microsoft Applications Support
• MSExchange
• MSOffice 365
• HP Service Desk
• Service Now
• Web Sphere
• Web logic
• Remedy
• Bitlocker
• Powershell
• MS Exchange Administration
• EPO Administration
• Linux( Redhat, Ubuntu)
• Troubleshooting Networks, Configuration, Support

PROFESSIONAL EXPERIENCE:

Confidential, Alpharetta, GA

Senior Systems Support Engineer

• Production support for 260 users internally, 200 internationally.
• Imaged systems according to user profile and role.
• Used Active directory to administrate machines and user accounts.
• Used Landesk 9 for reporting, package deployment and remote administration.
• Application support for Citrix, MS Office and Exchange I provided mobile support for Iphone 5 and 6 by using Xenmobile.
• Involved in special project to explore the viability and functionality of implementing SCCM 2012 .Tested other system management software such as Landesk 9 and Lansweeper.
• Monitored systems for video conferencing by using Polycom system.
• Servicenow system experience. Provided II and III tier support working with several teams to identify analyze and resolve issues within the network, voice and data issues.

Confidential, Marietta, GA

Windows 7 Migration Technician

• Put pre - imaged windows 7 hard drives into computers.
• Transfer customer’s data onto new hard drive.
• Troubleshot any issues as a result of the migration.
• Educate on the enhanced features of windows 7.
• Office 360 migration support. Troubleshooting configuration, profile and sync issues.

Confidential, Alpharetta, GA

IT Support Manager

• Support for a staff of 60 both onsite and remote.
• Maintain and update 6 servers
• Push Windows updates and security Patches (SCCM 2007)
• Create images for Avaya environment.
• Setup and configure wireless access points
• Ran system wellness reports for all devices
• Troubleshot network and device issue.
• Network and system administration, created accounts for new users by using Active directory.
• Generated weekly reports for managers using Altiris, Active Directory and LanDesk.

Confidential, Atlanta Georgia

Set Top Box Tester

• Ran prescribed test scenarios for performance quality, and reliability of the product.
• Performed support for splice accuracy, encoder problems and server checks.

Confidential - Atlanta. Georgia

Contract Field Engineer

• Provided technical support to government facilities in north Georgia with Dell and IBM reps.
• Supported Windows 2000 Professional, 2000 Server, Windows 3.x, 95, 98, CE, NT 3.51, NT 4 and Vista.
• Provided help desk support for MS Office, PBX Merlin, Cisco IP Phone systems, MS Exchange, printers and network connectivity.
• Performed imaging, system migrations, software installation and terminal services for use with the AS400.

Confidential, Atlanta

Sr. Desktop Technician

• Provide support and Systems Administration, update and patch deploymet for all Manheim end users applications and hardware by using SCCM 2007.
• Maintain the enterprise policies and as well as correcting any infractions to ensure adherence to pre-determined standards agreed upon by technology management assist in the implementation of new technology within the enterprise.
• Interact with hardware and software vendors to assure timely resolution to any issues.
• Ensure that laptops and desktops meet proper performance and capacity standards.
• Participate in Windows Systems Group projects
• Participate in functional test planning and testing for the Windows environment and related applications.
• Participate in problem solving and troubleshooting for the Windows environment and related applications.
• Sharing knowledge by effectively documenting work.
• Used PowerShell to aid in process automations.
• Maintain a thorough knowledge of the Windows environment, related applications and projects.
• Respond quickly and effectively to production issues and taking responsibility for seeing those issues Through the use of the Remedy product.
• Mentor less experienced Engineers and training new team members.

ePO Administrator \ Desktop

• Provided support to offsite auction facilities and local corporate users as it relates to viral and or spyware infestations.
• Responsible for addressing help desk tickets from a queue.
• Troubleshot, researched and implemented solution to correct any damage due to virus and spyware infestations.
• Provided support for 13,000 machines at over 100 remote locations.
• Administered the ePO server, and ensured that it was maintained, patched, and updated.

Audit Wizard System Admi nistrator

• Collected data from 98 remote sites for establishing an inventory and asset management database.
• Duties included discovering all machines in the network as well as maintain the maintenance of the Audit Wizard Server.
• Compiled weekly reports which

Confidential, Atlanta, GA

Senior field Engineer - Served as Tier II Application Support

Responsibilities included the following:

• Second level support for outages of the applications & server related problems.
• Escalates problems to Tier III
• Monitoring applications using provisioning monitoring tools and resolves problems along with Tier I monitored 2 NT servers. Ensures all data is received (using Monitoring), processed, and sent also built 2003 Ghost Server with Raid 5 drive configuration.
• Monitored network for problems. Worked with Tier 2 Support on production issues.
• Updated virus definitions as well as removal from infected machines. Worked with Engineering to resolve device/switch problems.
• Development of application monitors for the supported provisioning apps (Scripts, Web page development, & page-out functionality, etc.)
• Execute data cleanup/sweep scripts and analyze success.
• Assist with new Network Element implementation or turn-up.
• Manual log review & analysis for problem determination.

Confidential, Atlanta, GA

Field Engineer II - Production Support

• Provided technical support for the corporate office
• Used Console One to remotely access computers
• Troubleshot modems, email, printers, and telephones, MS Office and other software such as Loan soft and CBCWIN.

Independent Technical

PC Specialist

• Specialize in the building and imaging of laptops and desktop computers.
• Network setup and troubleshooting.
• Site migrations and system upgrades
• Network administration and E-mail administration.

Confidential, Marietta, GA

Customer Service Advocate

• Resolved all customer concerns in regards to their cellular service.
• My duties included, phone activations, network troubleshooting, resolving billing issues and calls analysis to determine the best cellular calling plan.

Confidential, Marietta, GA

Information Technology, Lead Desktop Engineer

• Responsible for the ordering, building, inventory and distribution of desktop and laptop computers for the company.
• Performed workstation support and Windows NT administration as well as MS Exchange administration.
• Provided second level help desk support for over 300 users locally and 600 nationally.

Confidential, Atlanta, GA

Server Operations Support Engineer

• Responsible for monitoring twenty-eight servers for bank clients.
• Daily backup tape swapping, recording, and storage.
• Custom backup configurations and scheduling.
• Building new servers and racks for bank clients as well as assist in the implementation onto the network.
• Performed maintenance on tape drives as needed.

Confidential, Suwannee, GA

Systems Engineer/ Administrator

• Responsible for managing and maintaining the LAN / WAN at the Distribution Center.
• Install ORACLE RDMS 8.0.5 and set kernel parameters.
• Create and manage site Disaster and Recovery document.
• Install and sustain warehouse management software application.
• Test and evaluate all upgrades to the Warehouse Management application..
• Train technicians, end-users and manage workload.
• Perform Windows NT 4.0 administration tasks
• Responsible for desktop support for Windows 95, Windows NT and UNIX (printers).
• Provided full support for over 250 users on two sites.
• Performed a helpdesk function providing answers and solutions to hardware and software issues.
• Performed remote support and inventory using SMS.
• NT Server duties included creating new user accounts and assigning user groups, setting permissions and policies.
• Used DHCP Manager to assign static IP addresses for all devices such as Printers, routers, etc.
• Responsible for setting up users on outlook using 1 of 4 exchange servers.
• Performed PC upgrades and maintenance on Compaq, IM, Dell, HP, and AST computers.
• Responsible for corporate image loads.
• Set up telnet sessions and configurations.

Confidential, Marietta, GA

PC Specialist

• End-user technical and software support
• Installation of all company approved software.
• Upgrade and maintain PC hardware and peripherals.
• Windows Nt.0 Administration and maintaining server
• PC and technology purchasing and receiving.
• Connectivity trouble shooting for LAN and modem.
• Trouble shooting systems using DOS, win 95, win 3.11
• Inventory control on all hardware and software.
• Bi-weekly PC and software Training sessions.
• PBX maintenance.
• Technical help desk support for all Microsoft products
• Printer and copier maintenance
• AS400 installation and AS640 configuration

Confidential Atlanta, GA

Customer Service

• Certified in seven weeks Customer Service training course
• Key knowledge of Confidential marketing long distance products
• Performed maintenance on existing customer accounts.
• Successfully completed the PATHWAY TO PROFESSIONAL EXCELLENCE course.
• Consulted customers on calling patterns to determine the best plans available.