SUMMARY:

• Over 18 years’ experience specializing in the support of user installation, configuration, updating, and application support and in managing different infrastructure systems including Windows 2003 Server, XP,, Windows 7 desktop OS administration, Citrix VDI, VMware and Cisco Hardware infrastructure including setup and configurations using SCCM 2012 and formerly distributing application via mobile drive using Alteris.
• Citrix Xendesktop support in Enterprise environment
• Advanced working technical knowledge of current systems software, protocols, and standards, including DHCP, DNS, TCP/IP, and Active Directory.
• Knowledgeable in the use of imaging and converter desktop operating systems into an virtual image to be stored, uploaded, distributed, or setup as a virtual workstation.
• Have converted standard Windows images into a .vdmk disk files using VMware tools like V - Center converter, VMware player, and VMware Workstation etc.
• Exp. Engineer with the structure and configuration on a VDI and deployment of thin client desktops using XenCenter. Working technical knowledge of Citrix, XenServer Hypervisor

TECHNICAL SKILLS:

Laptops and Desktops: Dell, Compaq, Toshiba, HP, Fujitsu, IBM

Accessories: Blackberry, Smartphone, IPad, VTC equipment, webcams

Servers: VMware, V-Center Converter, VMware player, Xencenter, Xendesktop, Dell & Compaq 5000, 1850's, 40/80, 35/ 70 including DLT tape drives, Dell Power edge 2950 Server, HP Proliant DL 385, DL 585, Sun T2000 Server, Sun V240 Microsystems Servers

Printers: HP, Lexmark, Epson, Ricoh, Techtronix, Cannon

Hardware: Cisco 2500, 3500 series switches Basic Cisco routing protocols.

Software: MS Office (all versions), Windows OS (all versions), Windows update service, Enterprise RIM Blackberry Software, Lotus Notes, Apple Ipad, Carpe Diem, Concordance, Relativity, Livenote, Citrix 1.8 Metaframe, Photoshop, Veritas Backup, Dell Backup Manager Altiris Client Management, Powerquest Deploy Suite, Ghost Cast, Attachmate, FileNet, VPN (Microsoft client and server), HP Jet Direct Server, Intellisynch, Meditech, Ciatool, Remote Administrator, RA utility, Live-Meeting, FrontPage, Visio, Adobe Reader, Microsoft Works

Protocols: TCP/IP, DHCP, WINS, DNS, PXE, RAS

PROFESSIONAL EXPERIENCE:

Confidential

Regional Infrastructure Lead Consultant

Responsibilities:

• Applied my experience in deployments to advising the team on best practice solutions regarding imaging techniques, backing up user data, floor operations, hand-off procedures, troubleshooting data migration issues.
• Lead team in understanding of how Citrix sessions work and what users can see in the new Win 10 VDI infrastructure..
• Provided knowledge and experience in the area of the assigned systems, communications interfaces, and related hardware/software
• Assisted with new and revised procedures on supporting the overall integration of the assigned systems enterprise-wide including participation in planning, installation, maintenance, and coordination with Global business operations escalations, enhancements, and SLA refinements
• .Advised management staff on changes in how the process of handling priority incidents and how projects should be structured to accommodate the workload.
• Provide guidance to outsourced vendors, junior members of the teamn.

Confidential, Chicago

Regional Lead Desktop Engineer

Responsibilities:

• Responsible as lead point of contact for 5 sites; Willow brook, Wheeling, Rosemont, Chicago, and University Park, Il. Provided troubleshooting using PowerShell 2.0
• Worked with offshore Network team in tandem to fix failed configuration backups after power outages.
• Acted as Smart Hands onsite to test VPN access, network switch connection status, UPS failures including replacements.
• Performed patch maintenance for live ports on switches and reconfigured bad connections in closets, also working back from network location on the floor.
• Provide uptime support for Cisco Switches and Routers, resolving connectivity issues.
• Coordinated desktop changes to avoid deployment collisions in migrating from Vista to Windows 7.
• Provided support for all Apple devices including Installation and configuration of I Pad s, and IPhones; including the configuration and deployment of Snow leopard OS.
• Prepared requests for rollout and prioritized change requests

Confidential

Regional Lead Consultant

Responsibilities:

• Position interacts with all levels of employees including senior management on a daily basis.
• Collaborate with clients and infrastructure & operations groups as needed to translate and fulfill services.
• Communicate and escalate any issues or actions that require management attention.
• Understand IT Business Unit Client's Direction, Structure, Applications and Requirements.
• Perform IT Area (MDF, IDF, LAN Room) Site Inspections for compliance.
• Maintain IT equipment loaner inventory to ensure compliance and working alone under adverse conditions for extended hours.
• Perform various lead consultant duties as assigned

Confidential, Chicago

Regional Lead Desktop Engineer

Responsibilities:

• Responsible as lead point of contact for 5 sites; Willow brook, Wheeling, Rosemont, Chicago, and University Park, Il. Provided troubleshooting using PowerShell 2.0
• Worked with offshore Network team in tandem to fix failed configuration backups after power outages.
• Acted as “Smart Hands” onsite to test VPN access, network switch connection status, UPS failures including replacements.
• Performed patch maintenance for live ports on switches and reconfigured bad connections in closets, also working back from network location on the floor.
• Provide uptime support for Cisco Switches and Routers, resolving connectivity issues.
• Coordinated desktop changes to avoid deployment collisions in migrating from Vista to Windows 7.
• Provided support for all Apple devices including Installation and configuration of I Pad’s, and IPhones; including the configuration and deployment of Snow leopard OS.
• Prepared requests for rollout and prioritized change requests
• Created rollout plans for changes requests and the implementation process
• Kept track of requests and make sure they are implemented as planned
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, MyTech Service Center
• Remote desktop connectivity applications like SMS,, WebEx, Live Meeting, and Windows Native tools.
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.

Confidential, Chicago, IL

Network Consultant

Responsibilities:

• Worked as a private IT vendor for small businesses and private owners, providing all facets of desktop, server, and telecom support for homes and businesses.
• Created network infrastructure setup for Tabernacle Christian Academy using images converted from Windows XP using V-Center converter to create virtual images deployed using VMware server in a Linux based environment across a Ubuntu platform. This allowed the virtual images to have a Windows XP “face” with Linux in the background.
• Used VMware in the deployment of multiple OS across the network to define various working systems that could run specialized education applications.
• Duties include setup of new desktop, laptop, and associated software applications such as anti-virus solutions, Office applications, and specialized software.
• Setup wiring for network devices such as printers, wireless access points, computer networking, firewalls, and internet.
• Responsible for configuration of servers, including Linux based operating systems; Ubuntu, etc.
• Setup of phone systems using VOIP, switches, routing, and providing cabling solutions.
• Provided extensive anti-virus, data recovery, anti-spy ware, and internet security for multi-user computers.

Confidential, Chicago, IL

Desktop Engineer

Responsibilities:

• Worked as a Desktop Engineer responsible for 2nd, and 3rd level support for 300+ users in house and also coverage for remote sites nationwide.
• Performed installation, setup, and configuration, of eDiscovery tool Relativity. The software is used for file review, searching, and native viewing. Microsoft .net framework and Microsoft C++ must be correct versions.
• Duties included network uptime server maintenance, patches, and upgrades to software and IT security /encryption.
• Enforced internet security policies using BlueCoat Proxy for web filtering in conjunction with a Cisco NAC appliance. This allowed the firm greater internet security in regards to web content, access, and warding off rogue websites
• Implemented, configured and supported VeriSign Digicert SSL Certificates on Internet Explorer 7 as well as in Outlook 2003/2010. The product was fully able to encrypt all emails up to 2048-bit encryption standards.
• Also used TrueCrypt as encryption software for use during the imaging process. This product fully encrypted hard drives for laptops and desktops. Encrypted backups were also created using this software.
• Taped backup was run on a nightly basis. Network hardware support for server, switches, patch panels, local data jacks, wireless configurations, web conferencing, and phone and data wiring are also performed.
• Had responsibilities that also included network printer and print server configuration updates.
• In supporting the Chicago Office, my job included assisting and performing the upgrades to user mobile phone devices as Androids, Blackberry, Window Smartphones, and Apple IPad’s; which involved backup and migration of user data, upgrading the OS to the device, perform firmware updates, and transfer of data from one device to another when the mobile device has changed from one model to another. I also worked directly with the user in selecting the appropriate device according to their needs and job functions. Demonstrated functionality by giving live tutorials for new users.
• Supported new MacBook’s, and Galaxy tablets as well as IPad devices.
• Symantec was the vendor of choice for all Anti-virus, Anti-Spam and Anti-Malware management. Installed, configured and maintained these security services for the enterprise.
• Supported remote users on Cisco VPN to allow users to connect to the intranet via laptop whenever out of the office or from home.
• Worked with thin-client desktops and laptops that are configured to have a VDI desktop for ease of network traffic, which has a specific virtual mage for designated areas where we have multiple users.
• Applications which the user runs are actually handled remotely Desktop image deployments are also handled using SCCM to install and configure the images with specific hardware drivers, software applications, and updated OS; during our Windows 7 deployment of new pc’s to the Chicago office users.
• In moving over users from Windows XP to Windows 7 data backup is critical along with email retention, application compatibility, user training on Windows 7 also was done at the desk side before new machine is given out
• SMS was also used later as a remote access tool to provide support for users requiring additional support or adjustment to the desktop configuration.
• Also accessed user AD profiles for local users and machines profiles along with Microsoft exchange accounts.
• Daily used the Magic ticketing system and provide coverage on a team of 4 technicians.
• Primary responsibility, performing backups of data, applying system updates, and configuration changes on the network and user’s machines. Also, involved in the creation and upgrading of desktop and laptop images.
• Primary contact for outside vendor if a technical support service issue requires offsite repair.
• Involved with the performance of various network tasks such as; applying needed patches, maintaining switches, routers hubs, wiring data jacks, etc. Standard desktop duties also performed as needed. Net meeting setups via videoconference equipment part of daily tasks
• Maintained user accounts via active directory, including user rights, computer accounts, and domain administration.

Confidential, Chicago, IL

Desktop Engineer

Responsibilities:

• Desktop Engineer at various downtown locations, as a contractor for IBM at SBC.
• Involved in day to day completion of helpdesk tickets at the secondary level. Includes installation of software packages via Citrix client, such as Windows, Lotus Notes, Office, Web applications, Cisco VPN client, anti-virus, SBC proprietary software, IBM software, RAS packages, and many other user requested applications.
• Supported various HP desktops, IBM Laptops, and Compaq desktops. All sites included hardware responsibility.
• Maintained SLA standards per company policies.
• Provided user desk-side instruction of new software.
• Supported approximately 1200 users in a team environment.

Confidential, Chicago, IL

Desktop Engineer

Responsibilities:

• Performed various phases of technical support -from responding to conference a/v setup to installing, configuring, and inventory control of laptops and desktops.
• Responsible for setup of system software such as Windows XP and Windows Server 2003 OS.
• Took care of escalated calls through MSE ticket system from tickets generated by the helpdesk.
• Obtained certifications to support Dell, Toshiba, and Compaq laptops.
• Individual requests for PDA's such as smart phones also supported.
• Performed Machine Imaging for the setup of new machines.
• Supported messaging, email, and remote setup.
• Provided principle support for the downtown Chicago Loop site and with the processing of visitors to the loop campus service requests.
• Provided tier II and III support on service request tickets generated by the helpdesk in all phases such as troubleshooting, maintenance, upgrades, patches, fixes, and all around technical support.
• Supported E-Trust anti-virus as needed with daily updates via the network.
• Performed network support involving daily wiring maintenance of cat 5 cabling, switch maintenance, network port re-enabling, system tape backup, and cable room.
• Responsible for interaction with third party technicians on site.
• Daily call resolution a standard, ensuring top notch customer satisfaction in time critical situations.
• Supported MS Office all versions, E-trust anti-virus, Communicator, MSE Ticket system, Remote Access Services including smart-card setup and configuration.
• Inventory responsibilities included maintaining database of assisted equipment for Confidential, replacement of hardware for laptops, display configuration changes, hard drive data recovery, printer maintenance; HP LaserJet and Xerox, and any local hardware including projector setup for conferences with audio, DVD creation, teleconferencing via VTC equipment, webcams, and multimedia broadcasting.

Confidential, Chicago, IL

Desktop Engineer

Responsibilities:

• Worked as Desktop Engineer responsible for the setup, configuration, installation, and upgrading of systems including Windows 2000, and XP integration.
• Performed installation and configuration of Concordance software a Lexis Nexis used for reviewing, searching, and sharing litigation documents.. I was also responsible for performing updates to the Concordance database and backup of associated files.
• Configured Lotus Notes, Carpe Diem, Live note and various Office Suite packages.
• Modified incoming machine according to specifications provided by separate departments.
• Performed overtime on weekly basis, performing installs and setups, and handling ongoing projects as needed for incoming and outgoing users.
• Responsible for daily maintenance of all networked printers including desktop printers.
• Responded to escalated level one trouble tickets using HEAT ticket system. Upon completion of call entered all tracking information into the system, informed necessary parties and when a network problem found referred ticket to available group.
• Responsible for McAfee antivirus installs and updates.
• Per request of any partner, configured Dell laptops with any additional software not included with image provided to user. Upgraded for software performed according to needs of user.

Confidential, Chicago

Desktop Engineer

Responsibilities:

• Worked at various sites for Ford Motor Corp.
• Performed duties supporting a W98 to W2K conversion across Chicago area.
• Responsible for the administration of user data backup, migration, imaging of new Dell workstations in W2K environment.
• During the project, generated, supported, and resolved helpdesk tickets while maintaining scheduled completion of project.
• Responsible for the installation of software upgrades such as Office, Exchange, and Internet.
• Responsible for installing and supporting standard and nonstandard desktop hardware and software technology.
• Provided support through problem analysis, identification, and resolution for a variety of technologies including Windows 98, Windows NT MS Office '97, Lotus Notes 4.6/5.0, dial-up networking, TCP-IP, and Ethernet connectivity.
• Responsible for configuration troubleshooting, resource monitoring, allocation of all desktops, and when necessary, escalated tickets in HEAT database.
• Configured desktops and laptops for Windows 2000 rollout.
• Responded to any configuration issues, while supporting users at the desktop.
• Supported the helpdesk level II calls multi-tasking various projects.
• While fielding HEAT tickets, provided end-user assistance in Novell/Windows NT multiple platform domains.
• Responsible for installation and performance tuning of Dell workstations to be included in the re-architecture project for the migration from Token Ring to Ethernet, ghosted images from the server, moved mail files and settings.
• Assisted in migration from Exchange 98 to 2000.
• Maintained individual hardware assignments as needed.
• Performed various duties associated with HEAT ticket generated by helpdesk.
• Conducted on-site maintenance of closet wiring configuration.
• Updated GHOST images on user's workstations.
• Worked with multiple OS such as Windows 95,98,2000 and Windows ME.
• Provided support and maintenance for Meditech thin-client throughout hospital. Exchange, Desktop Support Technician:
• Performed Desktop Support providing end-user assistance for daily operations in a Novell/Windows NT multiple platform domain running on calls generated by the helpdesk. Responsible for coverage for technicians working on other projects.
• Installed any hardware as called upon such as workstations, monitors, printers, Palm Pilots, devices including wireless networking cards for laptops, dual video cards and any items requested by management.

Confidential

Network Administrator

Responsibilities:

• Served in the design, installation, and administration of a Windows 2000 server network featuring an Exchange 2003 Server.
• Responsible for the setup and configuration of the active directory, creating of user accounts, adding group setting permissions, configuring of various aspects to the server such as DNS, WINS, IP addresses.
• Responsible for setting up the exchange server, forest and trees, creating mail accounts and permissions.
• Performed the cabling for architecture of the hardware for network.
• Performed troubleshooting of issues regarding connectivity and internet accessibility.
• Installed switches and hubs and provided for the setup of the firewall for the small network.
• Performed desktop support.