SUMMARY:

• Over 18 years experience with IT in desktop, server, and phone support
• Highly motivated, detail oriented, resourceful, self - starter, dedicated
• Excellent analytical and organizational abilities
• Ability to work with users to solve issues in a friendly, professional, and positive manner
• Adaptive to changing environments, fast learner, adept at setting priorities
• Fluent in the German language

CORE COMPETENCIES:

• Windows Confidential /7/10
• Server 2003 R2 and 2008 R2
• Exchange 2007 and 2010
• Backup Exec 2012
• SharePoint 2010
• Microsoft Office 2007/2010/2013
• Visio
• Office 365, Lotus Notes
• DSM Remote Control
• Bomgar, Kaseya, SMS, SCCM, ZENWorks, McAfee ePO
• ServicePlus Service Desk, ITSM Remedy, Magic, ServiceNow
• Norton, McAfee, Panda, Kaspersky, Trend Micro, Spybot, Security Essentials, Malwarebytes
• VPN, Active Directory, Asset Manager, Citrix, Terminal Server, Ghost, Windows Registry, Avaya

TECHNICAL SKILLS:

Operating Systems: Microsoft (95, 98, NT, ME, 2000, Confidential, VISTA, Windows 7 & 10), OS X

User Applications: Microsoft Office (97, 2000, 2003, 2007, 2010, 2013), Visio, Office 365

Servers: Server 2003 R2 and 2008 R2

VMware: ESXi 5.0 and 5.1

SQL: SQL 2000

SharePoint: SharePoint 2010

Exchange: Exchange 2007 and 2010

Email: NetWare (Novell), Lotus Notes, Outlook

Backups: Backup Exec 2012, Veeam 6.5, Networker 7.6

Remote Access: PCAnywhere, DSM Remote Control, Bomgar, Kaseya

Ticketing: ServicePlus Service Desk, Remedy, Magic, ServiceNow

Remote Installations: Unicenter Software Delivery, SMS, BrainWare Columbus 5, ZENWorks, InTune, SCCM

Anti-Virus: Norton, McAfee, Panda, Kaspersky, Trend Micro, Ad-Aware, Spybot, Microsoft Security Essentials, Malwarebytes

Phone: Avaya

Other: Mac, VPN, WiFi, iPass, Active Directory, TechTrack Asset Manager, TS Census (now part of ZENworks Asset Management), Citrix, AS/400, Terminal Server, NetWare Admin, HP Jet Admin, Symantec Ghost, Citrix, Windows Registry, ImageX, MobilEcho, ActivEcho.

Helpdesk Support

Confidential, Wauwautosa, WI

Responsibilities:

• Level 1 & 2 phone support
• Imaging

Desktop Engineer L2

Confidential, Hartford, WI

Responsibilities:

• L2 support for corporate and remote locations, 800 user base, manufacturing and office environment.
• Responsible for troubleshooting hardware/software desktop issues, imaging, virus remediation, password resets in AD and AS400.
• As of May 31 sole support of the Avaya phone system; IP/digital/analog. Punched lines as needed.
• Engineering had issues with PTC Creo crashing daily on new laptops received last November, Dell M4800; researched and found the fix.
• Wrote up documentation on how to install PTC Creo, none existed.
• Coordinated and installed AutoCAD2016 on 30 Engineering systems.
• Sourced the appropriate Dell laptop needed to run PTC Creo and AutoCAD 2016, Dell M4800 was discontinued.
• Windows 7 and 10; MS Office 2007,2010, & 2013; Skype for Business 2015; Kaspersky; Active Directory; SharePoint; Service Now ticketing; Kaseya, wonderful tool for remote access and troubleshooting; print queue management, Citrix environment in plant.

Desktop & Networked Systems Support Level 3

Confidential, Franklin, WI

Responsibilities:

• Sole support for corporate location, 5 domains, 250 user base, 200+ work at home users
• Responsible for troubleshooting hardware/software issues, access requests, imaging, virus remediation, asset tracking, Remote Desktop Services, Citrix
• Windows 7, MS Office 2010, Lync 2013, Avaya phones, McAfee, Active Directory, MDT 2013

Desktop Support

Confidential, Madison, WI

Responsibilities:

• Hands on IT support for corporate location, also remote support
• Responsible for troubleshooting hardware/software issues, access requests, imaging, virus remediation, updating documentation, maintaining CMDB asset database
• Push software via SCCM; manage incoming requests on ITSM Remedy ticketing system
• Active Directory - handled new and exiting users, assigned or removed groups, distribution lists, also password resets; configure access for Agile and JDE accounts
• Pulled and analyzed reports from Confidential McAfee ePO console, ‘Executive Reviewer’ access rights, troubleshoot virus outbreaks system wide, problem server found in Europe.

Desktop Support/ Confidential

Confidential

Responsibilities:

• Backed up data/settings, replaced computer, restored data/settings, updated asset database.
• Coordinated upgrades with department managers to minimize downtime.
• Discovered a problem with the software on their training computers and brought it to the attention of the Confidential Lead. Attempted to solve the problem, but it was beyond the scope of my access.
• Lead Coordinator at FSSA, kept detailed records of assets replaced and sent report daily.

Windows Admin

Confidential, Louisville, KY

Responsibilities:

• Troubleshoot hardware/software, printers, projectors, documented on BMC Remedy tickets
• Imaging computers/laptops and configuring, Windows 7 & Confidential
• Manage hardware ordering queue and department moves

Systems Integration Analyst L2

Confidential, Louisville, KY

Responsibilities:

• Hired as sole dedicated support for new global client
• L2 Server Support for 300+ global servers; Server 2003 R2 and 2008 R2; Active Directory
• Managed and maintained server spreadsheet listing which servers were active, virtual or physical, purpose, location, party responsible for onsite, plus other specifics to each server
• Managed and created spreadsheets on SharePoint 2010 and OneNote 2010
• Created documentation for all backups, SANS, iLO or not, by site
• Responsible for any servers that went down on my shift; checked logs for verification and reason
• Troubleshoot alert based issues including DNS issues
• Incidents and changes documented in ServiceNow
• Supported VMware vSphere on ESXi 5.0 and 5.1
• Monitored backups and remediation - Backup Exec 2012, Veeam 6.5, Networker 7.6
• Microsoft Exchange 2007 and 2010; supported 7 Exchange servers at 3 global sites and 4 US sites
• Took ownership of the project to installed SNMP on 300+ servers so Smarts Server Manager could monitor them before client went live mid-December
• Stay up-to-date with server/networking/connection issues and update documentation, project manager, other departments appropriately
• Collaborate with various entities within the organization, including department heads, remote site personnel, client management, project leads, and project manager.
• Developed very good relationships with client management at all locations
• Worked days on SNMP project, went on 12-hour night shift went client went live

Desktop Support Analyst

Confidential, Louisville, KY

Responsibilities:

• Solo support for 70 local users plus 50 national sales reps for 6.5 months.
• LAN consisted of Windows 7 and Confidential, Office 2010, Server 2008 R2, Office 365, ActivEcho, MobilEcho.
• Provided excellent customer service; was told no negative reports were ever received pertaining to my work. Received compliments on how I handled issues.
• Responsible for resolving all PC, printer, email, virus issues
• Remote support for Lenovo laptops, iPads, mobile phones and printers
• Monitored software issues and created documentation for chronic issues.
• When I started 100% of my time went to troubleshooting issues, phone rang constantly; when I left the phone barely rang, I created documentation of recurring issues and sent to those that needed it.
• Responsible for offsite removal of weekly tape backups.
• Inventoried, organized, and created spreadsheet for all PCs, printers, and surplus equipment. Utilized formulas for real time data reflecting age of all PCs and laptops. No inventory existed when I started.
• Responsible for maintaining printer toner stock.
• Recommended deploying Java remotely; researched, created and edited MSI file for Java, remotely installed silently with Group Policy. Prior to my arrival Java was installed by going to each PC.
• Recommended centralized location for spare parts. Organized and labeled PC and server parts. Nothing was organized when I arrived.
• Created images with ImageX. Imaged new PCs and laptops.
• Inventoried laptop, iPad, camera, and scanner returned by departing sales reps.

IT Support

Confidential, Louisville, KY

Responsibilities:

• Solo support for 53 users, 11 servers (Server 2003 R2), and a Novar database (SQL 2000). Stay late when necessary to work on servers and database.
• Managed user accounts; provided support for all LAN, PC, and Mac based applications.
• Supported sales team of 22 users and Salesforce CRM software.
• Monitor and troubleshoot SQL database issues. Responsible for daily backup of database.
• Troubleshoot phone and projector issues. Punched lines when needed.
• Came onboard with 3 servers needing immediate attention, fans and batteries were replaced; warning light issues resolved.
• Problem server had only 5% free space, moved files to another share and deleted unnecessary files, leaving 30% free space; no longer having issues on that server.
• Arranged for database to be backed up daily to an off-site server with tape backups.
• Resetting Blackberry passwords to sync with Outlook, defragging computers and freeing up hard drive space, and creating a personal home share of 6G for each user have been some of my tasks.
• Talked remote user through running diagnostics on their hard drive, it’s on the way to failure. Imaged new replacement drive, shipped drive to remote user, and then arranged for remote installation.
• Just this week removed fake anti-malware application, “Live Security Platinum” from sales laptop, manually removing Trojans and rootkits from files and Registry.
• Received many compliments about my work ethic.
• This position was to go permanent. After a month I was told they wanted to hire me. Shortly after that the new parent company (Time Warner) decided to move operations to Ohio.

Windows Admin

Confidential, Louisville, KY

Responsibilities:

• Responsible for migrating a high volume of Exchange accounts utilizing Exchange 2007 and 2010, along with Active Directory, approximately 18,000 users, to the Kindred Exchange server. Team of 4.
• Kindred acquired RehabCare Group; migrated users from 29 long-term acute care hospitals and 6 inpatient rehabilitation facilities in 13 states.
• Gained experience with Exchange Management Console.
• Created spreadsheets on SharePoint 2010 showing the different phases of the project.
• Solo phone support on the night shift, 4pm to midnight, to triage any critical issues that developed.
• Provided support for field techs, deployed throughout the states, setting up Outlook on workstations.
• Contacted the NOC for appropriate resources for resolution of Citrix issues, password resets, etc.
• Received numerous compliments from the manager about my work.

Site Upgrade Coordinator

Confidential, New Albany, IN

Responsibilities:

• Facilitated converting 4 buildings to a new network over the summer.
• Setup director, his staff, bookkeeper, principal, and office staff first, then teachers 2 weeks before school was to resume, finally student and lab computers.
• Analyzed the software and hardware needs of the individual classrooms, computer labs, robot, and office computers. Located missing software CDs.
• Coordinated renewal of software contracts and information as requested by the Area Director.
• Created spreadsheets to track classroom progress.
• Contacted Vendors for Electricity and Precision Machine Technology to verify if newer software versions would run on the current network setup.
• Facilitated running software as networked via a NetHasp vs as standalone workstations.
• Coordinated the delivery, storage, and installation of new equipment; and removal of old equipment.
• Unboxed and setup 120 Dell computers and monitors, 5 laptops, and 34 Lexmark printers.
• Installed Confidential image; configured new network settings; copied teacher files to their new desktops.
• Configured network settings on new printers. Installed toner cartridges and tested.
• Installed plotters on each PC in Drafting classroom; setup PC for Electricity classroom robot.
• Installed wireless NICs and setup 2 workstations for the Auto Repair shop.
• Setup business computers for Auto Repair shop, Auto Collision shop, and Diesel.
• Setup teacher computer, student lab computers, and printer in new Criminal Justice classroom.
• Recruited Networking students to remove old PCs and setup new ones in classrooms and PC lab.
• Received compliments from the Principal and instructors.
• Comment from the director: “It was the smoothest first day of school, technology wise, that he has seen in his 15 years at Prosser”.

Day After Support

Confidential, Illinois, Missouri, and Ohio

Responsibilities:

• Hired as PC Tech, Lead at first site recommended me for Day After Support. I was assigned to Day After Support at next site. Different bank location each night. Different team each night.
• Onsite the afternoon before to meet Confidential contact, confirm next day contact and bank opening time, review floor plan, get count and locations of new PCs, laptops, printers, fax numbers, etc.
• Replaced old equipment with new HP computer, monitor, validator, eSig pad, and HP multifunction printers. Restored user's data and configured Lotus Notes.
• Upgraded from Windows 2000 to Confidential . Stayed and worked as PC Tech until 10pm.
• Sole support the morning after equipment upgrade. Servers, routers, switches, and UPS were also replaced. 4 to 100 computers at each site.
• Made the rounds to all the bank employees resolving issues. Arrived before bank opened and stayed until all issues were resolved. Stayed at least 6 hours, at times all day.
• Notified NOC of critical issues. Effectively worked with 3rd party vendors to resolve critical issues; ATM not working, cash advance machine had no dial tone, phones with no dial tone, hardware failures.

Confidential, Madison, WI

Support Center Analyst II

Responsibilities:

• Provided technical phone support to internal and external clients; partnered with team of 8.
• Utilized Unicenter ServicePlus Service Desk, DSM Remote Control, Active Directory, and AS/400.
• Supported large scale HIPAA regulated environment including Microsoft, UNIX, Citrix, and Web apps.

Confidential

IT Analyst

Responsibilities:

• Monitored external access by a third party during database migration, 5pm to midnight.

Confidential

Desktop Analyst

Responsibilities:

• Replaced leased equipment, almost 400 workstations; located missing equipment.
• Imaged PCs with Unicenter Software Delivery and configured.
• Migrated users and computers to appropriate groups in Active Directory.
• Scanned PCs, monitors, printers in 5 buildings, updated inventory in TechTrack Asset Manager.

Confidential

Upgrade Lead

Responsibilities:

• Site lead for Confidential upgrade project using Unicenter Software Delivery.
• Migrated users to appropriate groups in AD; updated software in TechTrack Asset Manager.
• Coordinated upgrades with department managers to minimize downtime.

Desktop Support

Confidential, Middleton, WI

Responsibilities:

• Imaged new computers, installed software and user data.
• Swapped out user’s old PC and verified everything was working.
• Installed raid cards.

Confidential, Madison, WI

Desktop Analyst

Responsibilities:

• Unloaded and setup computers, monitors, and laptops.
• Organized all new equipment stock to enable easy accessibility for technicians performing installations.
• Imaged computers.
• Partnered with team of six.

Desktop Field Engineer

Confidential

Responsibilities:

• Windows Confidential upgrade project.
• Troubleshoot, install, configure, support hardware and software issues.
• Upgraded PCs and moved to new domain.
• Worked solo in Madison for 2 weeks covering 7am to 11pm split shift while lead technician was replaced.

Security Analyst

Confidential, Madison, WI

Responsibilities:

• Security administration - ongoing analysis and maintenance of individual and group access to computing resources utilizing multiple administrative tools, applications, and utilities.
• Environment consisted of Active Directory, MS Exchange, TSO, AS/400, CA-Top Secret, and RACF security.
• 6-week position, extended to 3 months, then 6 months, then unlimited

IT Support Analyst

Confidential, Oconomowoc, WI

Responsibilities:

• Troubleshoot hardware, software, virus issues, wireless printing, VPN, scanners, phone systems, remote and network connectivity.
• Backup servers with Backup Exec.
• Software installs with BrainWare Columbus 5.
• Utilized Ethernet network, Windows Confidential, MS Office 2002 and Active Directory.
• Involved in converting users over to new corporate hardware and software standard, including converting email from Microsoft Outlook to Lotus Notes.
• Responsible for recovering network from 2 hour power outage in September.
• Sole support for 40 users.

Bi-Lingual Help Desk Analyst

Confidential, Barrington, IL

Responsibilities:

• Troubleshoot hardware, software, virus issues and network connectivity on a global network.
• Support AS/400 and client/server applications, printing (mainframe, client/server, and local), VPN, iPass remote access, and password resets.
• Utilized NetWare Admin, Active Directory, and Unicenter Remote Control. Support 3 email systems: GroupWise, Lotus Notes, and MS Outlook.
• Primary support for plant in Germany and partnered with team of eight to support another client.

Desktop Support Analyst

Confidential, Milwaukee, WI

Responsibilities:

• Hardware and software installations, upgrades, and troubleshooting.
• Resolved remote access and connectivity issues.
• Supported various software including Windows Confidential /2000/NT/98/95, MS Office 2000/97, Citrix, Distinct, and Norton antivirus.
• Utilized HP Jet Admin, Terminal Server, and Ghost.
• Updated software documentation to reflect current procedures.
• Project lead 2 weeks after I was hired, to inventory assets with TS Census, then update computers (used SMS) to current licensing and corporate standards resulting in substantial cost savings to department.
• Participated in the DNS conversion project to update network settings on all corporate computers.

Desktop Support Specialist

Confidential, Milwaukee, WI

Responsibilities:

• Provide 2nd level support at multiple sites in a 24x7 environment.
• Supported St Luke’s Hospital, West Allis Memorial Hospital, and South Shore Hospital
• Supported 3 hospitals in a large scale HIPAA regulated environment.
• Perform hardware and software installations, upgrades, and troubleshooting (including laptops).
• Respond to hot page calls on a daily basis.
• Support various software applications such as Windows 95/98/NT, MS Office 97, Lotus Notes, Citrix, Kronos, Internet Explorer and specialized applications.
• Troubleshoot HP, IBM, and Lexmark printer issues.
• Resolve mainframe, login, and connectivity issues in a Novell/NT networking environment.
• Utilize NetWare Admin, HP Jet Admin, and Ghost.
• Project lead to update all PCs with current virus scan software.
• Developed procedure and responsible for tracking loaner equipment and processing vendor returns.
• Served on focus team to create a new client satisfaction survey.

MIS Support

Confidential, Brookfield, WI

Responsibilities:

• Responsible for the Pella Window locations in Brookfield, Racine, and Mequon, supporting 40+ workstations and 3 servers.
• Install, upgrade, and configure computer hardware and software.
• Maintain asset inventory, daily backup, archives, and Exchange.
• Troubleshoot hardware, software, printers, bar code scanners, e-mail, backup, database, and LAN/WAN connectivity issues.
• Responsible for patch management on server and workstations.
• Assisted users with application issues.
• Network consisted of NT and Novell servers and Windows 95, 98, and NT workstations.
• Supported Microsoft Office, Visio, Great Plains, and proprietary software.
• Partnered with outside vendor to troubleshoot and resolve network bottleneck.
• Responsible for recovering network from power outage.