Experience:

Confidential

Desktop Technician/Firewall Migration Support

• . The School of Medicine is committed to providing users with a secure computing environment. We take multi-tiered approach to protecting the network and use several tools: Laptop Encryption, Microsoft System Center Endpoint Protection SCEP and Network Access Controls NAC . In 2014 our focus will be on implementing a hardware Firewall for the School of Medicine. The School of Medicine needs to protect all School of Medicine computers from incoming unwanted internet traffic from both external and internal sources. The School will accomplish this by using the hardware Firewall to filter internet traffic for all School of Medicine devices. Support includes but is not limited to: Inventory management, printer installation/configuration, hardware management, replacing out of compliance machines, reimaging machines, data migration,
• . Client Services provides computer support and problem resolution to all members of the School of Medicine. Computer support consists of telephone triage and ad-hoc solutions for walk-in and deskside support as well as student and faculty laptop support. Client Services provides several free services including LDAP email accounts with 20 megabytes of server storage space, installation upgrade of supported medical school software, access to the Internet and network connectivity.
• Some day to day duties include: Software Imaging, VLAN management, Hardware Purchasing, responding to Remedy tickets for issues such as PC configurations, upgrades, and performance issues, project planning, inventory management, printer installation/configuration, as well as virus removal.
• Software leveraged includes: Microsoft Office 2010/2013, SCCM, Bitlocker, Cisco VPN, Bomgar, EPIC, MS SCEP, Microsoft Office 2008 and 2011 Mac , Endnote, Windows XP, Windows 7.Windows 8 and Mac OS X, Active Directory Management
• Hardware leveraged includes: Various Lenovo, Various Pad Devices, Dell, HP Desktops and laptops, Leica Microscopes, Various models of HP, Canon, Dell printers.

Confidential

Client Services Support Customer Engineer 5

• Guided responsibilities for installing, maintaining and repairing company and multi-vendor systems
• which include hardware, software and networking products as well as operating systems. Installs
• and optimizes HW/SW/Networking product and configurations at customer sites. Ensures customer
• satisfaction by advising customers on preventative maintenance and configurations which may
• impact product performance. Takes responsibility for potential or desired follow-up services
• Sales/Systems Engineering or problem escalation. Supports and observes installations being
• performed by experienced field-engineers.
• Responded to Remedy tickets for issues such as new user hardware imaging, Citrix connectivity, Active Directory issues, printing, installations, network connectivity, and performance issues.
• Corresponded with various vendors for third party support of hardware and software including but not limited to: Hewlett Packard and IBM.
• Worked in GAMS Global Asset Management Services and performed role of LAM local gathering and maintaining hardware assets and inventory.
• Software leveraged includes: Microsoft Windows XP/7, Office 2007/2010, Citrix, SAS, Oracle, Remedy, Entrust, Safeguard, SharePoint, Snag It

Confidential Desktop Technician

• Involved in Domain and Email migration from a wide number of clients in School of Medicine to UNC's main Active Directory and Exchange Servers.
• Approximately 2500 users were migrated from OISSOMNT, the School of Medicines' separate domain, to main campus' domain AD .
• Email was migrated from SOM's servers to main campus' Exchange server. Several clients were in use including Mozilla Thunderbird, Mac Mail, Entourage, various web accounts, and older versions of Outlook. All Microsoft Office products were upgraded Office 2010 as necessary. Some machines required manual migrations which used AidForMail for Local/Achieve folders and Address Magic for address book transfers. Provided users with a small introduction to their new Office product.
• Responded to Remedy tickets for issues such as PC configurations, upgrades, and performance issues.
• Software leveraged includes: Microsoft Office 2010, Microsoft Office 2008 and 2011 Mac ,AidForMail, Address Magic, Endnote, Windows XP, Windows Vista, Windows 7.and Mac OS X.

Confidential

Office 2010 Support Team

• Involved in migration from Microsoft Office XP/2003 to Office 2010. Attended training for Office transition to seek issues that may be present after upgrade. Researched application/plug-in compatibility.
• Provided phone support troubleshooting Office 2010 and day to day issues such as: Installation issues, compatibility issues, mapped drive access, Lotus sign-on issues, Lotus mailbox issues, software upgrades/installations, Citrix connectivity, AD issues, remote connectivity, as well as virus removal.
• Software leveraged includes: Microsoft Office 2010, Desktop Authority, Citrix Management Console, SharePoint, Lotus Notes, ChangePoint, Footprints, Endnotes, Reference Manager, and F5 Firepass, Windows XP, Windows 7

Confidential Blackberry Migration Tech

• Involved in migration from GroupWise server to Exchange server. Users needed Blackberry devices removed from old server and added to new.
• Checked in Blackberry devices and verified general settings. Used Blackberry Manager to make changes to security policy. Used Blackberry Administration Server to validate users email, folder redirection, and address book. Performed security wipe on Blackberry devices.
• Performed enterprise activation on handheld. Validated device synchronization. Issued to customer after final validation.

Confidential

Desktop Technician

• Responded to HEAT tickets in at least 25 of Rex Hospital.
• Troubleshot Hardware and Software issues with Printers, Workstations, WOW's Workstations on Wheels , Bar Code Scanners, as well as some Applications.
• Issues troubleshot include:
• Network/Wireless Connectivity, Printer Maintenance, SSO problems, Auto-Login problems, Disk Quotas, Virus Removal, Internet/Intranet connectivity, Roaming Profile problems, Outlook Forms, Citrix printing, as well as Group Policy issues.
• Many systems were reimaged on a regular basis. Reimaging was performed via PXE boot from a network image using Norton Ghost.
• Software was presented to users in a Novel Application Launcher environment. Users also connect to many applications via Citrix Program Neighborhood Agent.
• Some client applications in use are:
• PowerChart, MS Office, RCare, InstaCount, Star Navigator, as well as shipping and receiving software.
• Some technician applications used in troubleshooting are:
• Active Directory, VNC Remote Console, ZEN Remote Console, Zen Workstation Browser, Novel ConsoleONE, Norton Ghost, Treesize Professional as well as Citrix Management Console.

Confidential

Deployment Tech/Service Desk

• Reviewed user specific CTS New Workstation Installation Questionnaire in Deployment package and compared to peripheral/software listing on cover sheets of documentation. Deployment of Zen Works Software package which includes:
• PointSec Security, Blackberry Software, Power DVD, Aventail Remote Access Client, Adobe Acrobat, IPTV, Lotus Notes, PatchLink, Symantec, WinZip
• Installed all software with user supplied media. Some applications include the following: Oracle Client/Developer 6i,SAS,ArcGIS,BAS Components, FOIAXpress ,Citrix Client, Google Earth Pro, Business Objects, Primo PDF
• Configured Lotus Notes thumbdrive. User received a thumbdrive allowing them access to their email from a personal computer. The thumbdrives were configured to work remote with a transferred ID file.
• Verified Data was transferred and permissions are correct and gave user a short training and information package on new equipment.
• Provided phone support for over 22000 users and On-Site technicians in RTP, 3 areas in DC, Cincinnati, Michigan. Provided solutions when able via remote desktop support. Routed issues to Tier 3 support team, On-Site technicians, ORD Help Desk, EPA Call Center, MDS Help Desk, as well as a PeopleSoft Help Desk. Used Remedy ticketing system to track all user issues and reference to On-Site Technicians. Created Change requests for Moving of Hardware and Installation of Software. Lotus Domino directory along with Novell Zen Works Control center is user to reference and access user computers. Worked in Active Directory to manage users accounts. Some issues troubleshot are as follows:
• Lotus Notes Passwords, Lotus Notes Crashing, Lotus Notes Remote Access
• Remote Network Access, AD Account Management, Printer Mapping/troubleshooting Management, Software installations, Blackberry Configuration, Applications Crashing, Security/Virus related issues.
• Hardware:
• Dell Latitude E6400
• Software:
• MS Office, Windows XP, Blackberry Desktop Manager, Remedy Incident Management, EchoContact, Juniper Secure Application Manager, Lotus Notes, Adobe Acrobat, as well as over 150 COTS applications.

Confidential

Desktop Support Technician

• Provided desktop support and Email migration for approximately 200 users. Email was migrated
• from an Exchange 2003 environment to 2007. Users were viewing email via OWA, Outlook 2000/XP/2003 as well as Outlook Express. All users were upgraded to Office 2007. Troubleshot issues with users' mailbox, folder structure, calendars, and address lists. Backed up .pst files and used mailbox clean-up tool for repairs to corrupted email.
• Refreshed all machines that were out of warranty. Imaged machines to be deployed. Formatted old hard drives to government standards. Managed inventory of refreshed machines. Configured PC's to be controlled remotely for user assistance.
• Configured Trimble mobile device with active sync.
• Software: Derek's Boot and Nuke, KillDisk, Norton Ghost, Office 2000/XP/2003, Outlook Express, Windows XP, VNC, Marimba, Trend Micro Anti-Virus, Safe boot, Remedy IT Service Management, Adobe Acrobat 7.0, MS Active Sync, Win RAR
• Hardware: Trimble Hand Held PC, Dell Optiplex/Dimension, HP dc5750

Confidential

Business IT Consultant

• Solution Consulting Services: Assisted businesses with formulating business requirements, technical requirements, and documenting business processes. Partnered with businesses to select and implement the solution that best fits its business requirements, technical investments and business processes. Provided a number of solutions including but not limited to the following:
• Business Process Management and Optimization Workflow Automation , Document Management and Imaging, Portals and Collaboration, Enterprise Application Integration EAI , Microsoft Office Solutions, Application Centralization, Enterprise Project Management, Enterprise Reporting Solutions, Enterprise Virus Protection, Enterprise Patch Management, Enterprise Messaging Solutions, Mobile Access Solutions, Virtualization Server and Storage
• Extended Support Services: Provided Extended Support Services for several businesses IT resources resolve small and complex technical issues. Provided on-site and remote support to remote sites and company headquarters. Extended Support Services includes, but is not limited to the following:
• Technical Support, System Administration, and Network Administration
• Networking Infrastructure Services: Provided Networking and Infrastructure services for companies to create the infrastructures that allowed employees, customers, and business partners to connect, communicate, and collaborate. Networking and Infrastructure services include but are not limited to the following:
• Virtual Private Networks VPN , Remote Access, Network Design, Intrusion Detection, Firewalls, Network Security Analysis, Penetration Testing, Business Continuity, Disaster Recovery, and Remote Monitoring
• Partner strategy provided resources to deliver business effective solutions to customers. Partnerships include but are not limited to the following:
• Microsoft Certified Partner, Citrix, Fortinet Gold Partner, HP, Script Logic, and McAfee
• Performed migration of approximately 300 desktop computers apartment communities in Houston, TX. Planned migration with Microsoft Project Planner for migration of hardware and software, security needs, email, help desk tickets, as well as employee training. Created Microsoft XP image on all PCs and configured for remote access for troubleshooting purposes. Created all user accounts for new employees in Active Directory. Configured over 50 Fortinet 60 firewall devices to be installed in each office. Created a user guide for new system. Created an installation checklist. Removed old machines from offices and installed new PCs. Installed firewall device and joined new PCs to new domain. Configured PC to connect to applications i.e. Microsoft Word with Outlook to run on Citrix Presentation Server 4.5. Installed and created all cabling for network devices. Installed networked as well as personal printers and copiers. Interacted with ISP when troubleshooting connectivity issues. Performed user end training after completion of installation. Established an effective means of tracking troubleshooting all post- installation issues. Documentation was performed for the entire duration of each stage of this process.
• Performed maintenance, configuration, wiring and installation of rack-mounted servers, backup devices, KVM switches, etc. in Server Co-Locator. Created Visio diagrams of racks.
• Imaged PC's with Windows XP and several commercial over the counter applications i.e. Microsoft Office 2007, Microsoft CRM, Internet Explorer, Netscape, Big Brother Monitoring system, Belarc Advisor, etc for small architectural company. Created user accounts and tested email. Installed AutoCAD 2008 and registered all licenses. Configured Microsoft Office 2007 and AutoCAD to save files in .pdf format to view with Adobe Acrobat.
• Installed approximately 25 Category 5 cables and wall jacks in AppTechBiz offices. Connected cable to patch panel in server room and routed cables in ceiling to connect to self-installed wall plates.
• Software leveraged, installed, troubleshot, and configured includes but are not limited to the following: Windows Vista Business Edition, Windows XP Professional, Windows 2003 Server, Windows 2008 Server, Microsoft Office 2003/2007, Microsoft CRM Dynamics, Microsoft Exchange Server 2003/2007, Microsoft Visio, Microsoft Share Point Server 2007, Microsoft Virtual Server 2005, Script Logic Desktop Authority, Script Logic Patch Authority, Citrix Presentation Server 4.5, AutoCAD 2008, RevIt Architecture, Big Brother Monitoring System, TEAM Help Desk Software, Symantec Backup Exec 11d, EMC Retrospect for Windows 7.5
• Hardware leveraged, installed, troubleshot, and configured includes but are not limited to the following: HP Proliant servers, HP All-In-One Devices, Fortinet 60 Antivirus Firewall, Fortimanager 400A, Fortimanager 100, SonicWall SSL-VPN 200, Sony LIB-81

Confidential

Installation Technician

• Connects and disconnects cable and pay television services as well as upgrades and downgrades, pre-wiring, and multiple dwelling installations. 30
• Performs software installation on personal computers. Installs modem converters and related hardware. Troubleshoots PC problems as needed. 25
• Installs drops, grounds, outlets, converters, and other cable devices in homes of subscribers. Completes wall fishes as needed. 20
• Checks subscriber television reception and properly tunes television set on cable installations. Checks computer functions and internet connections on HSD installations. 5
• Thoroughly and effectively explains use of all services to customers. Has ability to solve technical problems with customers through effective verbal communications. Presents positive, professional image of company in all interactions. Ensures customer satisfaction. Recognizes opportunities to interest customer in additional services and presents information to customers on those services. 10
• Reviews, completes, and signs customer work order requests and insures all paperwork is properly and accurately completed. Submits accurate, readable and timely documentation. Handles monetary transactions with customers accurately and submits money and paperwork according to established procedure. 10
• Recognizes, practices, and enforces safety rules and procedures when performing technical tasks. Reports accidents, injuries, unsafe acts or conditions in a timely manner.

Confidential Merchandising/Music Sales

• Assisted customers with PC installations, repairs, upgrades, and maintenance
• in retail/customer service environment. Duties include: operating system and software installation, data transfers/backups, memory peripheral installation, system customization and optimization, system setups and restoration, virus removal and various repairs.
• Entered customers into STAR database for contact and reference purposes. The STAR database is used to store customers' contact, product, and warranty information as well as to send and receive products to and from a service center
• Assisted customer service department with testing store products for functionality.
• Product categories are as follows: televisions, CD/DVD players, car/home audio equipment, telephones, and computer peripherals.
• Occasionally performed sales in computer department mainly dealing with peripherals.
• Software includes: Windows 9x/Me/2000 Pro/XP, Norton System Works, Norton Ghost, STAR Database system, IE 6.0.
• A large portion of services and sales performed were on the following in store models: Hewlett Packard, E-machines, Sony, and Compaq.
• Used constantly changing marketing diagrams known as Planograms to create displays, shelving arrangements, and promotional showcases.
• Stocked normal inventory to store fixtures and installed equipment such as Computers, Vacuums, Cameras, Cables, etc. to displays and end caps.
• Assisted customers with Music, Video, and Game Selections.
• Assisted customers in Video Dept. with selections on products such as DVD players, tube, HD, and plasma televisions, as well as Tivo products. Large emphasis of sales in cabling for video products.