SUMMARY:

• A dependable and versatile business professional that has had 12 years of IT experience in supporting business functions, delivering results. I have combined my previous experiences in business and technical backgrounds to learn technology quickly and communicate effectively to all audiences.

TECHNICAL SKILLS:

Software and Operating Systems: Microsoft Suite 2007 - Office 36 5, MS Windows 95 - 8, Vista, Linux, Active Directory, Dameware, Go To Assist, BCM, Team Viewer, Fiberlink, VM Client, Nable, Symantec Ghost, Windows Deployment System, Barracuda, Postini, People Soft, Track-it, Help Star, Remedy, Citrix, Exchange 2008 - 201 2, Xendesk, Acronis, MacAfee, Active directory, Account Management Plus, OKTA, Dell Aventail, and Mobile Pass; and various proprietary software intergraded with Sequel Sever, Oracle, Active Directory, Teradata and Microsoft Dynamics.

PROFESSIONAL EXPERIENCE:

Confidential

Team Lead

Responsibilities:

• Managing a team of 10 technical support engineers, responsible for Level 1- Level 3 remote support hardware/software, server, applications, backups, monitoring, projects, mobile devices, and network for over 143 different domains.
• Establishing and maintain relationships with other members of local branch and centralized operations
• Participating as a member of the Director of Reactive Operations’ lead team
• Day-today direction/facilitation of the Help Desk Tier escalation with local team operations to attain excellence in service delivery.
• Providing technical coaching and mentoring to team members
• Acting as the interface to the Tier III Help Desk team to ensure appropriate and effective transition of Tier III issues, while ensuring the local Tier II team retains ownership of those tickets as well as accountability to the client.
• Proactively identifying and addressing potentially disruptive (both from a client satisfaction/perception and technical perspective) client situations. Act as initial Point of Escalation for customer issues.
• Providing feedback to team members, provide input to annual reviews, and interview potential candidates for open positions.
• Managing the team’s operational scorecard, ensure data is captured and analyzed, and use data to continually refine organization performance.
• Overseeing shift schedule plans to ensure adequate coverage during all hours of operation.
• Interface with local Branch manager and other staff to attain client and employee satisfaction objectives

Confidential

Production Support Analyst

Responsibilities:

• Utilization of SQL Server studio 2012 apply fixes to application defects
• Active Directory Administration, Exchange Administration, Administration to Barracuda Spam Filter
• Monitoring and pushing virus definitions in the Symantec Antivirus Administration Console
• Utilizing Nable for patching, pushes, and remote assistance
• Utilizing Acronis for imaging
• Utilization of AD Account Management Plus Suite for stale dated users, and reporting
• Malywarebytes Managing pushes to clients
• NTFS file permissions
• Interaction Administrator for telecom set up and administration over all phone management
• Dell Aventail issuing VPN certificate and authorizing
• Pulling and monitoring tape backups
• Planning and implementing projects to maintain inventory, new processes, or procedures to improve the business
• Hardware software trouble shooting

Confidential

Senior Desktop Support Analyst

Responsibilities:

• Coordinating e orts of support with various vendors, which have peripheral devices that are utilized within the hospital including but not limited to machines for vitals, surgical devices, credit card machines, etc.
• Leading Coordination of Projects with contracted companies and Interns.
• Utilizing SCCM, Team Viewer, and Join.Me for remote assistance.
• Identi es and resolves desktop/laptop hardware problems.
• Initial network troubleshooting and determination of appropriate escalation path.
• Assists in new system deployments/loading appropriate software as needed.
• Maintaining inventory of hardware.
• Researching and resolving issues related to regular upgrades and enhancements to client technology and complete assigned projects with minimal supervision.
• Creation of support documentation for customers, as well as department use.

Confidential

Deskside Team Lead

Responsibilities:

• Managing a team of 5 Deskside Analysts responsible for supporting the Confidential Infrastructure, hardware, software, asset lifecycle, mobile devices, application support, video conference support, and projects with multiple teams within Information Management Department
• Identifying staff needs for ongoing training based changes to the infrastructure; or new job responsibilities in our ever changing environment
• Daily review of mean time resolutions and service level agreements dictated by business to ensure that we uphold the top level of customer service.
• Consulting with multiple departments after completing a root case analysis if mean time resolutions are not upheld implementing a solution with other teams
• Planning and implementing projects to maintain inventory, new processes, or procedures to improve the business
• Leading Coordination of Projects with internal departments within the Confidential North American Exploration and Production Company Business Unit
• Utilizing Windows Remote Assistant with proprietary computer management tools for remote assistance
• Trouble shooting hardware/software Installation of software utilizing the global licensing server
• Reporting and tracking issues utilizing Remedy Database
• Creation of support documentation
• Active Directory Administration, Server Administration
• Printer Server Trouble shooting and Administration
• Cisco Video Conference Support

Confidential

Technical Support Analyst

Responsibilities:

• UAT Testing on new implementation
• Supporting proprietary applications in a Citrix Environment with over 45 different applications.
• Administration of local servers with a Unix based operating system that runs the proprietary software of WESCO
• Active Directory Administration, Exchange Server Administration, Blackberry Enterprise Server Administration - All Active Sync Devices
• Administration to Citrix Farm
• Configuration of Wireless Routers, Switches, and Cisco Phones
• Reporting and Tracking issues utilizing the HelpStar Tracking system to resolve and escalate problems
• Creation of Knowledgebase articles and documentation for distribution for user base.
• Ensured desktop and laptop computers interconnect seamlessly with diverse systems including associated validation systems, computer conferencing systems, application servers, local Unix Servers, and administrative systems.
• Researching and resolving issues related to regular upgrades and enhancements to client technology and complete assigned projects with minimal supervision.
• Hardware maintenance and repair
• Utilizing Windows Deployment Services reimaging and deployment of hardware.
• Utilizing Go To Assist as well as VNC for remote assistance

Confidential

Network Support Technician

Responsibilities:

• Procured vendor support contacts to resolve technical problems with equipment
• Assisted staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Ensured desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Reported, tracked, and escalated to tiers of support utilizing the Automation Control Tracking software
• Researched and resolved issues related to regular upgrades and enhancements to client technology and complete assigned projects with minimal supervision.