SUMMARY:

• Adaptable and creative IS/IT leader with consultative presence, who can create high - performance work climates and foster employee engagement.
• Technology Associate, with hands-on expertise in infrastructure: computer servers, network technologies, data management, and the disciplines of creating facilities that power reliable and scalable applications.
• Solid interpersonal skills, well developed work habits, strong oral and written communication skills, and proven project management skills.
• I am available to travel 100%, including international traveling.
• Project Management Customer Service Technical & User Documentation
• Negotiation Contract Relationship Management Microsoft Office
• Report Preparation Written Correspondence Team Lead

TECHNICAL SKILLS:

OPERATING SYSTEMS: Citrix - XenDesktop - Microsoft - Workstation, Server, Vista, 7, 8, XP, Server 2000, Server 2008, (Office Outlook, Word, Excel), Group Policy Management Console, XenServer

HARDWARE: Router, Thin net clients, HP, PC, MAC, Switches, Sever, Cache Proxy Server, HP Windows 2000 Dell T620 Server, HP Printer, Citrix XenServer 6.1 & 6.2, Connectivity Troubleshooting

DATABASES: Active Directory, SQL

SOFTWARE: Ghost, Citrix XenCenter, Microsoft SQL Server, Wireshark, VMware Player/Workstation and Hyper-V

PROFESSIONAL EXPERIENCE:

Confidential, VIENNA, VA

SERVICE DESK ANALYST

Responsibilities:

• Provide day - to-day customer support for all aspects of the xStream cloud computing platform via telephone, email, and ticketing and monitoring systems.
• Prioritize and manage service requests, incident management, escalation, and reporting to maintain service level agreements.
• Understand our client s organizational structure as needed to provide relevant and timely escalation of incidents and customer requests.
• Maintain accurate and complete records of all customer support interactions using service desk tools and established procedures.
• Monitor the status of the xStream cloud computing platform using operations monitoring tools and procedures.
• Provide hands on assistance in configuring and troubleshooting data center equipment as needed.

COMPUTER SUPPORT ANALYST

Responsibilities:

• Utilize Remedy inquiry management system to review recorded tickets Oversee and resolve inquiries and problems quickly and to satisfaction of CMS client.
• Respond to customer service requests and inquiries, as needed.
• Facilitate meetings with project stakeholders to status / issues updates.
• Interface with management and provide various reports on a regular basis.
• Demonstrate strong oral and written communication skills to management as well as interface with the customer on a daily basis.
• Able to understand and analyze CMS Innovation Models and their operational requirements.
• Be responsible for understanding and adhering to the HIPAA policies and procedures for the program and ensure awareness of HIPAA breach process.
• Ensure adherence to quality standards and review project deliverables.
• Identify, monitor, and escalate Service Desk’s risks, issues, and action items.
• Review employee performance to ensure quality of work meets expectations.
• Constantly monitor and report on progress of the project to all stakeholders.
• Present reports defining project progress, problems and solutions.
• Present status reports, meeting minutes, etc. at meetings and deliver on action items.

WINDOWS 8 MIRGRATON SITE MANAGER

Responsibilities:

• Oversee a team of (17) migrations and imaging techs (3) Team Lead assist them in documented script to image 14,000 Lenovo T450, deployments and escalations.
• Report daily to the Project Manager the status of deployments and any issues that have been reported.
• Ensure all Asset Management processed was followed, logistics updated in Remedy correctly.
• Trained staff on documented script to image or complete the final configuration of a pre-imaged PC.
• Trained Staff documented script to backup user data, restore user data to pre-imaged Windows 8 PC, completed a checklist to setup the user for all required business functions, provide a brief overview of Window 8, and floorwalker activities.
• Resolved all backup user date, restore user date to a pre-imaged Windows 8 PC,
• Report all daily inventory activities to the project manager by 4pm conference call.
• Oversee all migration inventories shipped to various locations and remote end-users are also labeled, listed and tracked to reflect changes in asset ownership .
• Oversee Asset Management Techs all 14,000 computers and accessories inventory received/delivered to site locations.
• Report to client daily reporting logistics on hand in datacenter for daily deployment scheduling.
• Worked closely with Network & Desktop Engineer to resolve all network and configuration manager FannieMae compliance issues.

SYSTEM ADMINISTRATOR

Responsibilities:

• Member of Prometric's Test Center Server Upgrade Deployment Team to upgrade 286 International testing sites.
• Virtualization Project, Replacing exiting HP Windows 2000 Server with Dell T620 virtualized server running Windows 2008.
• Used Ghost, Citrix XenCenter, Citrix Desktop Studio, Microsoft SQL Server, Group Policy Microsoft Management Console, and Microsoft Office on a daily basis. Used this software on the following systems: Windows XP/Vista/7/Server 2000/Server 2008 R2 and Citrix XenServer on a daily basis.
• Tested new software versions in our Quality Control Lab to assure compatibility of new OS and software versions.
• Performed preparation on Dell T620 Servers to be shipped to Prometric’s International Testing Centers. Use Global remote session to installed XenServer 6.1 & 6.2, configured iDrac and Management interfaces. Imported templates for virtual machines to be utilized during site upgrade process.
• Guided on-site techs to make new switch and server connections.
• Performed over 20 site server upgrades with %100 success rate while displacing 0 testing candidates.
• Virtualized admin work station.
• To expedite the site conversion process, tasks are performed remotely.
• Moving test stations and Cache Proxy from the WK2 domain into a Workgroup.
• Running the TCP/IP port fix on test station and Cache Proxy.
• Copy content from the W2K server to the Cache Proxy, Deletion of old, locally stored user profiles, removal of legacy folders from locally stored user accounts on test station and Cache Proxy.

APPLIED HELP DESK

Responsibilities:

• Hardware installation, repair and support (hard drives, network cards, etc.)
• Software installation (Windows 7, Windows 8, Microsoft Office, Adobe Creative Suite,
• Server setup and maintenance (Windows Server 2008)
• Network troubleshooting, On-site technical support and response.
• Helpdesk administration and client support.