QUALIFICATIONS SUMMARY:

• Over 25 years of experience with PC computers and equipment, from building to repair.
• Extensive knowledge of computer software design and implementation.
• Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
• Comprehensive management experience of professional teams and individuals.
• Expertise in program development for construction, accounting, and manufacturing fields.
• Skilled at communicating technical and non - technical material to audiences, peers and administrators.
• Effective negotiator on contracts and with outside vendors.
• Skilled in performing computer software and hardware installations
• Install mirror images of systems onto new and existing computers as required for new employees.
• Work with systems under warranty to acquire new/refurbished parts for repair and maintenance.
• Add, change, and delete objects in Windows Server 2003 w/Active Directory.
• Capable of working independently with little or no supervision on important projects. 
• Performed troubleshooting and maintenance on desktops, laptops, printers and, servers. 
• Configure networks and systems to achieve proper operation.
• Recover data and repair errors to prevent data loss.
• Assist end users with operation of hardware, software, and peripherals.
• Familiarity with both UNIX and Linux operating (Redhat, Caldera, etc.) systems and scripting. 
• Hardware familiarity with HP, Dell, Fujitsu, IBM, Gateway, Cisco, and others. 
• Have skills with LANs, WANs, SANs, and other networking products and infrastructures. 
• Worked with remote VPN and Remote Desktop/Terminal Services.
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint, etc.)
• Experience with Microsoft Project
• Managed several Desktop Technicians on a project.

WORK EXPERIENCE:

Confidential

IT Desktop Support Tech

Responsibilities:

• Responsible for documenting process and procedures related to technical field support.
• Worked as a lead and manages a team of 3 - 5 Jr.technical analyst.
• Responsible for installing and imaging new computers and loading of appropriate software.
• Worked on data migration over servers and imaging of new computers.(400 pc)
• Produce inventory spreadsheets to audit and track company assets.
• Responsible for installing local and network printers and other peripherals and configuration of same.

Salem, NC

IT Desktop Support Tech

• Provide technical phone support to internal Customers as needed.
• Escalate all technical issues that cannot be resolved by Helpdesk to Tier 2 support.
• PUS skills are a plus.
• Strong customer service communication experience.
• Ability to learn new ticketing systems quickly.
• Strong with Microsoft Outlook, Word and Excel.
• Document all completed devices, keep strict inventory of new devices and surplus old devices.
• Ability to travel on an as needed basis.

IT Technical Support Engineer

Greenville, NC 

• Work with team of 9 techs to install 269 Lenovo computers on campus
• Took three days to replace, package and store old computers for ECU ITCS
• Unboxed new computers and set them up where old systems were located
• Routed cables to hide them and make new system look nice

Danville, VA

• Inventory Cash Lane Registers acquired by merger
• Inventory Computer Workstations Used by employees
• Take photos of all the systems in the bookstore
• Send in spreadsheet, Word document, and photos
• Inspect server and telecom to ensure security and operation

IT Support Technician

• Install Server 2008 R2 Refresh.
• Install 5 new Windows 7 workstations as part of refresh.
• Install 5 new HP printers at all workstations and front desk.
• Refresh project for Hampton Inn and Suites in Winston-Salem, NC

IT Technical Support Engineer

• Various projects for several companies requiring my skills.
• IT Technical Support Engineer Lead on many projects.
• Worked alone or with one or more Techs on these projects as Lead Tech.
• Windows Server 2008 R2 direct and remote Administration in Active Directory.

IT Technical Support Engineer

• Upgrade computer systems from Charlotte, NC to Spartanburg, SC for chemical company.
• Work various positions as assigned by the company.
• Migrate PCs from Windows XP to Windows 7.

IT Technical Support Engineer

• Migration project took several months to upgrade Credit Union PCs all over NC.
• Work various positions as assigned by the company.
• Upgraded servers for Hilton Hotels.
• Upgraded POS hardware for Sams Club / Walmart.
• Perform other duties as required.
• Upgrade servers and printers for Hilton Hotels in many cities.
• Used SCCM 2007/2012 for Windows 7 Migration.
• Upgrade Windows XP Computers to Windows 7.

IT Support Analyst

Greensboro, NC

• Re-image old computers for re-deployment within the company.
• Migrate companies from one old domain to another existing domain.
• Deploy laptops and desktops for both Remote Field use and Domain use.
• Support end users as needed to assist in using newly deployed equipment.
• Support both Windows 7 and Windows XP operating system re-builds.
• Produce inventory spreadsheets to audit and track company assets.
• Take infected PC’s and remove toolbars, malware, and viruses from them.
• Remote into computers to update/upgrade software to latest versions and patches.
• Unpack, assemble, rebuild, install, and deploy new equipment.
• Perform additional tasks as requested by management to insure deadlines are met.
• Migrate from old VOIP phone system to new VOIP phone system in new location.
• Help end users install Corporate Exchange email on their smartphones.
• Call Dell Tech Support to arrange for Next Business Day service on warrantied equipment.
• Insure all company PC’s have the latest Anti-Virus software installed and working.
• Install support for wireless and shared domain printers, copiers, and scanners.

IT Global Service Desk Support Analyst 

• Migrate users from Lotus Notes 8.5 to MS Outlook 2010 Client.
• Provide IT Support assistance as needed to end users calling in to the GSD.
• Image new machines for users with Windows 7.
• Apply base software packages to newly imaged machines.
• Push software to computers using Altiris as requested.

Salem, NC

• Inventory equipment in Datacenter racks for asset management.
• Repair and maintain equipment as requested.
• Check and inspect equipment for proper operation.
• Install new equipment if needed.

Configuration Tech II

Salem, NC

• Refresh project deploying new Dell Inspiron laptops.
• Able to work without supervision. 
• Large Windows 7 Migrations/Deployments. 
• Used SCCM 2007/2012 for Windows 7 Deployment. 
• Windows 7 troubleshooting. 
• Install new Windows 7 64-bit Corporate image.
• Install user specific applications on each machine.
• Debug software issues for legacy apps running on new operating system.
• Perform desk side support to customize machine for each user.
• Restore drive mappings, IE browser favorites, and desktop icons for each user.
• Insure user has all functionality on new machine as they did on old machine.

Level 3 Desktop Technician

Salem, NC

• Upgrade, repair, and replace old computer systems with new ones.
• Apply new Windows 7 corporate image to customer’s sites as directed.
• Backup old data and settings for transfer to new users’ computers.
• Re-install printers; re-map network drives, set Outlook Express and IE settings.
• Perform additional tasks as necessary so user has all previous functionality.

PC Migration Technician II 

Salem, NC

• Unpack new Dell laptops for Refresh Project
• Apply new Windows 7 image to new laptops
• Add additional software as required for specific end users
• Deploy new laptops to users, taking old computers out of service

Computer Operator

Salem, NC

• iCare - Infrastructure Response/Recovery
• Support servers located in the US and Canada
• Run, Schedule, Monitor, and Stop jobs in both Test and Production environments
• Worked with UNIX and Servers running Windows Server 2003 & 2008

IT Support Specialist

Greensboro, NC

• Work on special projects.
• Installed credit card software remotely on patient service centers and labs.
• Remote installed, maintained, and supported software and upgrades.
• Handle Access databases and massaged data to produce meaningful reports for management.
• Create spreadsheets and did analysis for internet services to reduce cost saving for the company.
• Help in debugging software applications being developed for out customers.
• Work in Help Desk when needed to support applications, add users, password resets.
• Word on Electronic Medical Records and Explanation of Benefits imaging software to put all of this information online.

IT Global Service Desk Support Analyst 

Salem, NC

• Moved old PCs from old locations to new locations within Wachovia/Wells Fargo.
• Administer and maintain Active Directory on Windows Server 2003
• Disconnected old PCs and packaged for transport.
• PCs were transported by moving company to new location.
• Unpacked old PCs and set up equipment in new locations.
• Verified that all PCs had been moved and correctly set up and had network connectivity.

Greensboro, NC

• Project consisted of replacing 300 old PCs with new PCs on all floors and training rooms at AT&T.
• Removed old PCs and performed DOD wiping on hard drives.
• Inventoried old PCs for return to leasing company.
• Replaced old PCs with new, pre-imaged PCs containing Windows XP Professional.
• Connected new PCs, verified network connectivity, re-imaged if necessary.
• Tested PCs to make sure they were joined to the correct domain.

Greensboro, NC

PC Support Technician

• Unpacked and installed new, pre-imaged Hewlett-Packard Corporate Laptop and Desktop Computers with Windows XP Professional.
• Installed user specific software applications on each PC to be delivered to the end-user.
• Installed software from Tivoli server, Media server or CDs, depending on application.
• Repaired endpoint issues with Tivoli server as needed to complete tasks.
• Constantly dealt with management on issues related to software applications that would not install, or would not function properly after installation.
• Copied user data from old PCs to new PCs.
• Delivered new computers to end-users and helped them migrating from old Windows 2000 Professional to Windows XP Professional.
• Assisted with re-mapping of both network drives and printers on new PCs when delivered to end-users.
• Provided “help-desk”, on-site type of support when requested by end-users to correct specific issues or to assist in training end-users.
• Assisted end users in understanding migration from MS Office 2003 to MS Office 2007.
• Help with other tasks as requested by management.

Greensboro, NC

IT Support Technician

• Assisted HP Project Manager in setting up Printers to be used with HP Managed Print Services. 
• Assembled, Configured, Programmed, and Deployed new HP printers within Novartis offices. 

Confidential

Technical Phone Support

• 100% technical phone support, fielding appr oximately 10-15 calls/hour. 
• Provided support to users with MS Outlook email issues. 
• Provided MS Active Directory Support (adding, changing, deleting users, password resets, etc.). 
• Provided VPN support. 
• Received several awards of excellence from callers assisted. 

IT Support Technician

• Assisted in upgrading computer systems at legacy FNB Southeast branches for NewBridge Bank. 
• Helped re-image approximately 175 new Dell Optiplex 755 computers to deploy at the branches. 
• Installed new computers for Tellers, CSRs, and BOMs at branches in Greensboro, NC, Wilmington, NC, and Harrisonburg, VA areas. 
• Assisted Help Desk with issues while on-site to resolve problems that couldn’t be fixed via phone or remote support. 
• Removed old machines and equipment from Fixed Assets Inventory by scanning old equipment so it could be wiped and recycled. 
• Moved officer’s machines from old offices to newly remodeled office areas of Lexington, NC Main branch. 
• Worked on troubleshooting and maintenance of dot-matrix and LaserJet printers from HP, Ricoh, Dell, IBM, and Lexmark.

IT Help Desk Support Technician

Reidsville, NC

• Responsible for assisting end users, employees with a myriad of issues relating to hardware, software and banking systems: 
• Including, but not limited to:
• Un-locking locked out user accounts.
• Resetting forgotten passwords.
• Disabling accounts for users about to be terminated.
• Assisting with MS Outlook email issues.
• Helping with printer configuration issues and updating drivers.
• Adding, changing, and deleting users from Active Directory including groups and permissions.
• Blocking users from getting to web sites that my superiors wanted denied to users, i.e., dating sites, shopping sites, webmail sites, using Cymphonix hardware appliance.
• Replacing defective hardware if problems could not be fixed via phone support.
• Installed software upgrades and patches if needed to get applications up and running again.
• Maintained UTM appliances, supported hardware and software updates. 
• Worked trouble tickets until issues were closed. 
• Worked minimum of 40/hrs. week and assisted during merger of FNB Southeast and LSBTheBank to form NewBridge Bank. 
• Many issues came up relating to the merger of the two banks. 

Owner

• Sales, Service, Repair and, Sales of computer systems for both private and business customers. 
• Upgraded and repaired existing equipment or recommended new equipment if needed. 
• Provided:  Consulting, Installation, Training, Programming, System Design Services. 
• Managed projects for hardware and software installation which sometimes required using outside vendors and contractors as needed on certain projects. 
• Offered both flat rate and time and materials pricing according to job specifications. 

IT Manager / Network Administrator

Greensboro, NC

• Managed, maintained, and administered Windows Server 2003 Enterprise Edition, Windows 2000 Advanced Server, and Windows Server NT 4.0 computer networks. 
• Provisioned Active Directory: Adding, Modifying, Deleting users, groups, ACLs, and Permissions. 
• Maintained MS Exchange mail lists. Add, Change, Delete, Modify user email accounts. 
• Supported clients with Windows 98 and Windows XP for three offices in three different cities connected by a local and wide area networks. 
• Installed, maintained, and trained new and existing users. 
• Provided technical support when necessary for both hardware and software issues. 
• Was Project Manager on upgrading workstations and servers to newer enterprise class hardware and operating systems and, relocating both existing and new equipment to the new offices’ locations. 
• Was on call 24/7/365 via pager as needed to remotely or on site maintain both hardware and software issues. 

Owner

• Provided:  Consulting, Installation, Training, Programming, System Design Services.
• Managed projects for hardware and software installation which sometimes required using outside vendors and contractors as needed on certain projects. 

IT Manager

Responsibilities:

• Provided hardware and software maintenance, MIS support technician, network administrator, and project manager and, developer. 
• Supported programmers, software consultants, and any other computer issues. 
• Automated plant equipment from manual to computerized, bar coded machines. 
• Supported internet, security, and telephone systems as needed.