SUMMARY:

• Associate’s Degree of Science (A.S.) in Computer Science.
• Twelve years’ experience in an IT infrastructure and support environment with in - depth knowledge and expertise of the Windows operating system (registry, profiles, services and components, file structure and application compatibility).
• Proficient with Batch and PowerShell with the ability to modify and understand existing scripts.
• Advanced understanding of the Operating System Deployment process using Configuration Manager (SCCM)
• Self-motivated and able to work collectively across teams and independently with minimal supervision.
• Solid ITIL knowledge of service support and delivery.

SKILL:

Software: Office Suite, Office 365, Active Directory (AD), Group Policy Objects (GPO), DCM, SCCM 2007, ConfigMgr 2012, USMT, MDT, OSD, Citrix XenApp, PowerShell, BMC Remedy, ServiceNow, 7-Zip, Filezilla, PuTTy, VMware Workstation, Hyper-V, TPM/BitLocker, Symantec, Secure Doc, WMI, SnagIt, IIS, McAfee, App-V, ITIL, WinPE, MDOP, PXE, Image-X, WDS, DISM, Amazon Web Service (AWS), Amazon Elastic Compute Cloud (EC2), IaaS, Slax, Trello

Operating Systems: Windows XP/7/8, 10 and Server 2003/2008 R2/2012 R2

EXPERIENCE:

Confidential, Morristown, NJ

Client Engineering - Consultant

Responsibilities:

• Tier 3 support personnel responsible for the configuration, management, and troubleshooting of issues encountered by the end user community.
• Maintaining and administering activation host keys (MAK & KMS) for the deployment of Windows 10 Enterprise while troubleshooting problems related to the Windows license.
• Assessing various computer system models such as Lenovo, Dell and HP to ensure OSD support and creating individual driver packages.
• Responsible for managing vendor relationships and enforcing vendor accountability detailed within SOWs.
• Printer administration for an environment of 420+ devices in over 75 locations.
• Managed and implemented the Office 2016 for Office 365 project while coordinating with the business to ensure an effortless transition from Office 2013 to Office 2016.
• Reducing security risks by deploying OS updates and patching third-party applications such as Adobe Flash and Java on a monthly basis.
• Designing virtual environments and workspaces through AWS and Hyper-V used for evaluating software deployments and preliminary checks for upcoming projects.
• Resolving complex ConfigMgr scenarios related to Content Replication, Task Sequences, and Updates while appropriately documenting the resolutions procedures.
• Diagnosing Windows performance activities using ProcMon and utilizing the Windows Performance Toolkit to determine how GPOs can affect startup and logoff times.
• Developing customized reports and dashboards using SQL queries and then importing the results into Power BI for illustration and monitoring.
• Utilizing the PowerShell scripting language to automate repetitive tasks within SCCM, Active Directory and Group Policies while using it as a wrapper for software packages to install and remove applications.

Confidential, Parsippany, NJ

Desktop Support Engineer/SCCM Specialist

Responsibilities:

• Second tier support resource for evaluating and troubleshooting complex technical issues encountered by users and other technology teams.
• Performed root cause analysis to identify and reduce the possibilities for recurring problems.
• Integration of PowerShell cmdlets and modules to automate and administer Configuration Manager, Active Directory, Hyper-V, and Exchange
• Sustained and improved technical documents for the Operating System Deployment process and troubleshooting steps.
• Successful migration of over 200 Secondary Sites from SCCM 2007 to Distribution Points on Configuration Manager version 2012 while managing over 11,000 endpoint devices.
• Performed client health remediation and addressing failed deployments and application installs.
• Captured and maintained Windows images (WIM) within Hyper-V using various MS toolkits such as DISM, MDT, and SCCM.
• Incorporated new hardware models to support existing task sequences in a mixed environment of tablets, laptops, desktops and All-in-Ones ranging from Lenovo, Dell, HP, and Microsoft.
• Maintained and tracked overall ownership of user issues within the group’s ticketing queue and ensuring they are resolved within a reasonable SLA timeframe while coordinating resolution efforts with team members and other IT groups.

Confidential, East Hanover, NJ

Technical Support Analyst

Responsibilities:

• Provided expert level support on escalated problems while analyzing methods and development of solutions to new and existing issues.
• Tracked and reviewed the work orders and incident reports to see what has already been accomplished by the Tier I technician to efficiently solve the issue and prioritize the troubleshooting process.
• Performed laptop/desktop builds, imaging, and asset recovery along with numerous deployment activities.
• Responsible for installing, maintaining, and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.
• Documentation and procedural QA for system upgrades and configuration changes. Performing checklists as well as recording the results ensuring each variations and features meet business objectives.

Confidential, Raritan, NJ

Windows 7 Migration Specialist

Responsibilities:

• Prepared Lenovo laptops and desktops for Windows XP to Windows 7 migration using USMT by following the operation checklist
• Created and removed workstation in Citrix DRA (Active Directory), imaged client PC using IBMs Image Ultra, rejoined new machines to the domain.
• Updated system policies, verified SCCM client is registered and install user specific applications and execute user customizations.
• Executed password resets as well as modifying user accounts.

Confidential, Newark, NJ

Desk Side Support

Responsibilities:

• Supported 1,800 users during Confidential 's PC move from Confidential, NJ to Newark, NJ.
• Verified that the move was successful and all peripherals worked correctly in its new setting.
• Installed and configured networking printers, set up wireless network cards and corrected proxy issues.
• Troubleshoot software and hardware related issues with SAP, Hyperion, and Lotus Notes.

Confidential, Elizabeth, NJ

IT Support Technician

Responsibilities:

• On-site and remote diagnoses of workstation, software, peripheral, TCP/IP and printer based issues.
• Revamped computer systems and upgraded them from Windows XP to Windows 7 using migration tools.
• Maintain and repair IT infrastructure. Identified vulnerabilities, virus/spyware removal, and prevented system failures.

Confidential, Irvington, NJ

PC Repair Technician

Responsibilities:

• Diagnose and repair both computer systems and cell phone devices using soldering and rework station.
• Reformat and installation of operating systems such as Windows, Mac, and Linux
• Restore customer files from desktop computers after system crash and accidental deletions.