SUMMARY:

• 17 years of cross - platform experience in IT with a BA in Business Management which allows me to interact between IT and business leaders effectively.
• Ability to work with vendors and third party organizations to lower costs, correctly identify and supply needed devices and software, and ensure system security.
• Develop exceptional relationships with co-workers, management and end users.
• Excellent communication and problem solving skills.
• Ability to understand and define management’s role in Information Technology.

TECHNICAL SKILLS:

Computer Hardware: Windows, Dell/HP/Compaq server solutions, PC hardware and rugged devices, Direct Attached Storage, NAS/SAN

Computer Software: Microsoft Office 2010/2013/Office365, Symantec Antivirus, Websense, WSUS, SMS, SCCM 2007/2012, LANDesk

Operating Systems: Windows XP through Windows 10

Database Administration: SQL Server 2008/2012 using SQL Server Management Studio and report creation using SQL Server Reporting Services.

Management: Calculating ROI on system upgrades as well as project time needed to install, test and deploy. Ensuring lowest costs through pricing, and research and consultation with multiple vendors to provide the right solutions. Intra-department team building. Identifying and ensuring that all training needs are met and that support documents and procedures and followed.

PROFESSIONAL EXPERIENCE:

Confidential

IT Contractor

Responsibilities:

• Research and correction of the existing SCCM 2012 environment for improvements and configuration issues.
• Defined standards for reporting
• Creation of custom reports for management including daily dashboard items, user, and in-depth device information.
• Created custom inventory items for SCCM 2012 to inventory SQL Cluster Instances and configurations, maintenance windows, and additional server OS information.
• Extended the SCCM 2012 inventory collection and optimized the amount of information being collected to reduced SQL database size and processing.
• Worked with the patching team to ensure all Windows Servers were patched and corrected any issues found with Qualys reporting on SCCM Patching.

Confidential

Desktop Engineer

• Research and correction of the existing SCCM 2012 environment for improvements and configuration issues.
• Defined standards for reporting
• Creation of custom reports for management including daily dashboard items, user and in-depth device information.
• Created custom inventory items for SCCM 2012 to inventory warranty information, extended monitor information, security log event reporting.
• Extended the SCCM 2012 inventory collection and optimized the amount of information being collected to reduced SQL database size and processing.
• Worked with Business Partners to ensure timely delivery of applications and reports as requested.
• Created custom applications using PowerShell, AutoIT, and standard MSI/EXE installers, including Office365 deployment through SCCM 2012 to lower network utilization.
• Worked with offshore contractor to improve the reporting and assisted in packaging issues they had.
• Troubleshooting and assistance with issues on a Windows 7 MDT based image.
• Assisted in creating and testing GPOs.
• Worked with global staff to troubleshoot and define resolutions for items.

Confidential

Systems Engineer

• Created standards within a SCCM 2007/2012 environment to enable quick, accurate and repeatable computer and device deployments, ensuring that any device imaged recently will be identical to one imaged twelve months prior, alleviating many support issues.
• Supported the VDI deployments for virtual machines using VMWare and Citrix, liaising with the VMWare and Citrix administrators to ensure reliability and support issues.
• Tier 3 support for escalations from desktop technicians and other departments as needed.
• Created solutions and SOPs for Tier 1/Tier 2 staff to automate solutions and help ensure that SLAs are successfully met.
• Trained EI staff on the use of automated tools, systems, and software to ensure that they can support all end users.
• Created support and training documents to limit downtime for end users and create a standard for support from IT.
• Worked with various business partners to understand and meet their needs for Windows devices, including testing and certifying, developing support and deployment methods and researched additional requirements as needed.
• Worked with device vendors such as, but not limited to, Dell, Panasonic, and Lenovo to create solutions needed by customer departments and future needs.
• Successfully drove solutions for a Fortune 250 company while working within the different departmental needs. This includes working with the various departments to determine their needs, research, and guide them to a supported device and software/device interaction. Worked with EI and customer management to provide reports and any information needed or requested.
• Built and managed Operating System deployment within SCCM 2007 and helped to transition it to SCCM 2012.
• Deployed applications, Microsoft and third-party updates via SCCM 2012 with WSUS integration.

Confidential

Support Analyst

• Perform daily audits on all servers and systems for system check and prevention of issues.
• Administer Microsoft Windows Servers (Active Directory), Microsoft Workstations.
• Windows 2003/2008 Server/Exchange 2003 Server, Windows Server Updates Services (WSUS).
• Responsible for security software as well as Kaspersky Antivirus
• Management of Cisco IPCC Express.
• Desktop Support for End Users and New User Setup.
• CRM and Great Plains Administration of New Users and Roles.

Confidential

Systems Administrator/IT Contract Work

• Installation and support of Point of Sale and Kiosk computers for various vendors
• Multiple contracts for companies involving both installation and cleanup of WSUS and Active Directory and Group Policies and Novell User Accounts
• Support for Windows Domain Users and Novell accounts.
• Identified opportunities for technical training of end users.
• Installation and configuration of networking equipment including both hardware devices, software monitoring and cabling infrastructure.
• Running SQL Queries and minor configuration of databases.
• Developing solutions for small business with regards to IT infrastructure needs.
• Installation and configuration of VMWare for small to medium size clients.

Confidential

Network & Systems Administrator

• Actively pursued systems map and topology and discovery for information needed by parent company during acquisition.
• Performed audits on all servers and systems for software compliance and as part of the discovery phase of acquisition by new company.
• Worked with Dell sales reps to lower costs of new systems on current and new purchases by an average of 400$ per laptop and 300$ per desktop.
• Administer Microsoft Windows Servers (Active Directory), Microsoft Workstations, and network security devices for 160 users.
• Windows 2003 Server/Exchange 2003 Server with Blackberry Enterprise Server, Windows Server Updates Services (WSUS), and Microsoft Operations Manager.
• Responsible for security equipment, including Untangle for web filtering, as well as Symantec Endpoint Protection.
• Management of Samsung OS7400 PBX and ensuring that all departmental needs were met.

Confidential

Network & Desktop Support Analyst

• Participated and corrected issues found in the yearly SAS70 audit from an IT perspective.
• Administer Microsoft Windows Servers (Active Directory), Microsoft Workstations, and network security devices for 180 users.
• Windows 2003 Server/Exchange 2003 Server with Blackberry Enterprise Server, Windows Server Updates Services (WSUS), and Microsoft Operations Manager.
• Monitoring of at risk systems to ensure compliance and quarantine of infected systems. Auditing systems for license compliance for installed and permitted software.
• Worked on initiative to move all hardware to Cloud Computing and Google Apps, saving money on both recurring hardware maintenance and co-location fees.
• Responsible for security equipment, including Websense for web filtering, as well as Sunbelt Software Vipre Security and TrendMicro AntiVirus for Exchange.
• Backup and restore network data with Veritas Backup Exec 10.0. Administer ACT 2006 database of 70,000 entries and its subsequent conversion to Salesforce.

Confidential, Jacksonville, FL

IT Field Support Technician

• Performed all levels of hardware and software systems support for 150 computers/laptops and support of 40 remote users
• Responsible for onsite support of telecomm and network hardware
• Ensured patch management of servers and computers through custom built distribution methods
• Creation/testing/deployment of SMS Scripts and other elevated software installation packages for software updates/upgrades.
• Created user guides and provided technical support sessions for new employees and employees working remotely.
• Involved with administering security alerts to staff and weekly data backups.
• Created proactive procedures for problem preventions and resolutions, interfaced with software developers, analyzed issues, and designed solutions.
• Worked with software vendor developers to troubleshoot solutions for their products in our environment.

Confidential, Jacksonville, FL

Desktop Support Specialist/Team Lead

• Performed hands-on administration, monitoring, and troubleshooting of hardware and software for over 2000 users in both an office and manufacturing environment.
• Created SMS installation packages for deployment and use by both onsite and other sister companies
• Created weekly status reports for management on both ongoing support and migration projects I was involved with
• Supported and executed upgrade from Windows 9.x/NT 4.0/2000/OS2 environment to Windows 2000 in a location of over 2500 users.
• Support of cabling infrastructure in a mixed environment of Cat5 and BNC and Type 1 Connectors for compatibility
• Creation and deployment of Ghost Images using GhostCast
• Worked with other IT Manufacturing departments to ensure system compliance and assist in troubleshooting
• Managed other Desktop Technicians in a Team Lead role.

Confidential, Jacksonville, FL

Systems Support Specialist

• Remote maintenance and programming of AT&T Definity G3 PBX Systems for end customers
• Troubleshooting of T1 slips and failures
• Working with outside vendors to ensure troubles resolved regardless of fault
• Responded to trouble tickets, both system generated and user created tickets