TECHNICAL SKILLS:

Operation Systems: Office365 Administration, Exchange Server, Windows Server, Win10 / Win7, Windows Operating Systems and MAC OSX.

Hardware: DSL, T1, WAP's, Switches, UPS, Laptop's, Macbook Pro s, iMac, Desktops, Laptops, Printers iPad s, iPhone, Blackberry, Android, Windows Tablet s, Scanners, Network Printers, and other external and internal devices

Software: Microsoft Office, Office 365 Administration, Office 365 for Mac and Windows, Windows Server s, Small Business Server, Exchange Server, BES, MS Outlook 2007/2010, Mac Office 2011, Libre Office, Open Office, Entourage. Veritas and online backup s, Windows Terminal Server, RDP, VPN Server and Client (Windows and Mac), VMWare, Ticketing Systems, Attask, Webroot, Firewalls. Window s operating system, Microsoft Project, Visio.

Networks/Protocols: LAN/WAN, TCP/IP, SMTP, POP3, IMAP, DHCP, DNS, VPN, FTP

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Technical Analyst /Help Desk Lead

• Determines requirements, installs, computer software and hardware. Troubleshoots operating systems, software, working with clients and employees while maintining excellent customer service. Maintains security as well as staff access to information and data. Maintains and monitors performance, capacity, and availability of organization - wide computer systems. Provides technical leadership, training, and consulting related to computer systems, their applications and uses. Manages computer system assets and software licensing. Analyzes, detects and corrects complex technical problems and deficiencies. Manages medium and large-scale information systems projects. Consults with management for system needs, design, and operation. Provides assistance to technical service desk and help desk teams. Maintains working knowledge of current industry information, vendor direction, new products, technical organizational needs companywide. Plans and implements additions, upgrades, replacements, or retirement of computer, network devices. Plans, designs, and implements IT policies and procedures. Participates in long-range information technology planning and budgeting for computers, system software, networks and/or application systems. Performs capacity planning for computer, network, and application systems. Provides technical support for IT for C-level executive’s, end users and contractors. Provides business and technical advice; recommends policies and procedures; and consults with clients on projects. Maintains reliable back-up and recovery policies and procedures.

Confidential

Technical Support

• Normal daily functions include but are not limited to troubleshoot Blackberries, iPhones, PC and Mac issues, PDA devices, Server issues, Mac issues, resetting passwords in Active Directory. Assist users in person and on the phone with technical questions and Application assistance. Assisting users with PC’s issues via VPN and our Help Desk software remote connection, setting up wireless networks, updating server patches and Antivirus on PC’s and Laptops managed by our antivirus servers. Xerox Work Center printers. Troubleshooting Network issues, Troubleshooting HP, Canon and Kodak printers. Answering Help desk calls and working with our Numera foot prints ticketing system. I assist remote users with issues they are experiencing stopping their ability to work efficiently assist them with issues connecting to our servers via our VPN. Responsible for remote PC fixes, new user setups, phone set up and troubleshooting. Responsible for managing projects all hardware and software Installations. Organize and set up Network and PC training classes once week with staff that need’s assistance using applications in a formal setting, etc. Set up all iPad’s, Macbook pro’s, iMac’s, PC desktops and laptops. Train all new employees on acceptable equipment usage, how to connect to our VPN from home or outside our Network. Set and manage all Physical, VMware servers and Cloud Servers. I manage the purchase and inventory of all Computer equipment and peripherals. I manage vendor set ups and upgrades to all Network and telecom equipment. Provide remote support for House party employees and some vendors, Monitoring the Network, Internet connection, 5 Windows servers, 1 Antivirus Server. House Party is a mixed environment with Mac and PC. Install software on all Servers, Pc’s and I troubleshoot issues with the devices, and applications. All employees have iPads, iPhones, and some android phones. Set up email on all these devices and troubleshoot issues with devices if/when necessary. schedule a monthly maintenance on iPads and Computers to install updates and also ensure that non-proprietary software has not been installed on the devices according to our policies and procedures. Responsible for training new users on the proper use of all equipment and also explain to them our policies and procedures. Inventory management, ordering all computers and peripherals and keep inventory on all of these devices. Set up network and local printers, scanners, projectors, conference room IP projectors when requested.

Confidential

Systems Support

• Provide desktop support for 229 employees, upgrading user PC’s and Software. Provide excellent customer. I was responsible for monitoring 75 physical servers and 20 virtual Server’s. Responsible for answering after hour calls and support for all user’s Worldwide. Responsible for troubleshooting Web application support when service is down and escalating it to the Network Manager if unable to resolve issue. Responsible for training of new user’s and user’s who were having issues with Microsoft Office applications as well as special web applications. Creating shared folders on the Network and assigning rights for secure access. Active Directory - responsible for creating user’s as well as maintaining a clean Active Directory, and assigning Group Policies. Resetting password’s and troubleshooting user’s errors within Active Directory. I was the Citrix Farm Administration. Responsible for daily Veritas backup and troubleshooting any failed backups for cause and reason. Telephone set ups IP Phones as well as Digital. Responsible for creating new user accounts in Exchange and adjusting the SCL to block Spam mail when necessary. Created new users on Blackberry Server and used monitoring tools to resolve connectivity issues with the Blackberry devices. Create and Restore Desktop and Notebook Images. SQL Server 2000-2005 Configuration and Installation. Managed Antivirus Protection for the Corporation, using our antivirus server to see which computers were possibly infected and then monitoring the virus scan’s progress and results. I updated WSUS server and pushed approved PC updates to the Corporations computers. Also assisted Exchange administrator moving databases and restoring corrupted mailboxes.

Confidential

Desktop Support

• Manage all IT repairs, software installations, software UAT and training. Managed all IT projects for the design studio as well as handled the Office Management. Daily IT tasks included troubleshooting software on PC and Mac computers. Contact vendors when Network issues arose from external services rather than internally within our network. I was responsible for creating new users, groups and distribution groups for email. Manage hosted exchange office, and cloud server environment