Experience
Confidential,IT Administrator
8/2011 – 4/2012
Manage servers by monitoring performance, evaluate capacity and provide physical maintenance. Create analysis to determine software and hardware needs. Manage vendor relationships for software and hardware purchasing. Provide senior management presentations to aide in decisions of system upgrades maximizing efficiency. Identify key participants and discussion points for improving IT processes. Schedule and lead meetings. Maintain a database that documents hardware and software assets and license keys. Continually update and publish functional processes with user guides and training materials. Conduct maintenance of on-line communication systems. Review and immediately resolve escalations regarding customer and corporate system outages. Configure, restore and execute runs that backup tape process. Review customer usability and establish a preferred file structure for document access within Windows. Install and troubleshoot all hardware (Printers, Laptops, Desktops, Mobile devices, Fax, Copiers, etc)
Confidential,Desktop Support Lead (Contractor – PSCI)
7/2010 – 8/2011
Conducted training seminars for groups of users on new and current applications. Diagnosed and supported network hardware connections. Created documentation on various operating procedures for end users and technical staff. Documented hardware and software asset and license information. Created customized application portfolio’s to meet departmental needs. Executed scripts to ensure system functions as designed for software installs. Supported and maintains Microsoft Exchange Server. Managed and supported Windows Server, including Active Directory administration Configured Citrix connections to the application server. Programmed and investigated issues with telephone systems. Confidential,DE January 2007-Present
IT Support Analyst/Trainer
6/2008 – 7/2010
Trained users in software applications. Managed and serviced Desktop and Network Printers. Installed and tested software before it was deployed through the network. Established and investigated TCP IP connections out on the floor through printers, desktops and laptops. Created documentation for Document Management, MS Office, Adobe and PDF Docs. Provided Windows XP and application support both remotely and at user interface. Installed software and configured applications to the SQL server. Performed desktop and telephony moves from office to office. Confidential,Wilmington, DE January 2007-Present
Desktop Support Analyst (Client - IBM)
1/2007 – 5/2008
Collaborated with IT teams in Europe to resolve issues. Investigated issues with Microsoft Office, Adobe and other proprietary software. Conducted password resets for several LANs, applications, mainframes and domains. Improved customer usability workflows. Documented and educated customers. Trained users on new and updated applications. Deployed MSI files using SMS. Provided phone support using call-tracking tools such as Remedy and Manage Now.
Confidential,Wilmington, DE 6/2005-1/2007
Desktop Support Analyst
Supported Local Area Network (LAN), Servers, domains, hardware, software and several forms of email. Reset passwords for several LANs, applications, mainframes and domains. Documented tickets and triaged desktop issues in a timely effective manner. Provided phone support using call-tracking tools such as Peregrine and Serviceware. Provided Remote Desktop and Application support for over a 168,000 employees worldwide. Serviced issues with queries in SQL, ORACLE and Sybase. Setup and reconfigured use for all mobile devices. Education & Training
Project Management
Certificate in Information Technology
Bachelors Degree in History – BA
Technical Skills
Sharepoint
MS Office Suite
Adobe Suite
Windows 2000,XP,Vista and 7
Novell and NT
Windows Server 2000, 2003 and 2008
Blackberry Enterprise Server
SQL/MySQL
Unix and Linix
Oracle
JavaScript
HTML
VPN Access
Cisco Voice/IP
Cisco Catalyst Switches
Linksys Routers
HP Printer Hardware
Dell and IBM PCs and Laptops
Privacy Policy
