EXECUTIVE HIGHLIGHTS

• 15 years professional experience in a technical analyst role.
• IBM Endpoint Manager 9.0.835.0 Architecture, Engineering, Administration
• System Center Configuration Manager SCCM 2007/2012 Administration Engineering including Windows Software Update Server WSUS
• ITIL V3 Foundations Certified
• Change Advisory Board Member
• Change Review Board Member
• Windows 7/8 and Office 2010/13 Support
• Passion for providing excellent service.
• Experience with supporting an international customer base.
• Experienced in logging trouble tickets and following through to resolution.
• Possesses vast technical knowledge with a strong work ethic and an eye for detail.

EXPERIENCE

Confidential

IEM Engineer/SCCM Engineer

• Built entire SCCM 2012 infrastructure from origination
• Built entire IBM Endpoint Manager Infrastructure from origination
• SCCM 2012 environment supports 50,000 clients internally
• IEM 9.0.835.0 Environment supports 40,000 clients externally
• PCI Compliance Project
• Local Admin Removal/GPO project
• Created process for patching internal facing machines with WSUS/SCCM
• Migrated SCCM 2007 to SCCM 2012 environment
• Architected DR redundancy for IEM Environment
• Developed stand-alone process in IEM Environment for Security Compliance
• Agency Desktop Reinvention to update 25,000 machines in the wild
• Training Help Desk Level 1, 2, and 3 for IBM Endpoint Manager support/triage

Confidential

Global SCCM Administrator

• Responsible for MS patching process with Information Security for global assets
• Creating advertisements/collections/distributions for 10,000 machines
• Knowledge of SQL for query writing/reporting
• SCCM Client Health troubleshooting
• FEP Administration
• OSD via PXE for corporation
• Troubleshooting WSUS and Server-side distribution issues
• Well versed in Deployment of Virtual Applications
• Overseeing Distributions to Citrix/Xenapp Servers
• Upgraded Server Infrastructure from Server 03 to VM Server 08 R2 P2V
• Migrating from SCCM 2007 to SCCM 2012
• Rebuilding WMI to support SCCM Client functionality
• Supporting Global Help Desk directly to limit delays in repairs
• Trained fellow SCCM Admin in Singapore remotely for 6 months
• Served on Decision Change Advisory Board DCAB as well as Problem Management for global initiatives.
• Working closely with Asset Management for Software Metering and Asset Intelligence
• Threat Assessment for Forefront Endpoint Protection

Confidential

IT Analyst

• Responsible for day to day Help Desk Support for global corporation.
• Working knowledge of Active Directory and network permissions.
• Vast knowledge of various Operating Systems from Windows98, WinNT, Windows XP, Vista, and Windows 7.
• Thorough expertise with MS Office, including Office 2010
• Creation and editing of Knowledge Base Articles
• Responsible for essential troubleshooting of both hardware and software issues in person, remotely, via phone, or e-mail.
• Installation and documentation of hundreds of software titles from proprietary catalog.
• Troubleshooting and repair of various transactions in SAP.
• Given additional responsibility of non-certified installations that help with efficiency in the IT department.
• Assisting new hires with development and answering inquiries from other contractors
• Ample amounts of service time with Citrix and the XenApp environment.
• Fulfilling time sensitive results for home office users software installations, hardware assistance, operating system installations
• Consistently following guidelines and procedures to assure customer satisfaction.
• Working hand-in-hand with numerous different groups on escalations and follow-ups to problem tickets.

Confidential

IT Analyst II

• Responsible for deployment of new laptops and desktops for 700 people.
• Responsible for Data migration technical support to include providing phone support averaging roughly 10-15 support calls a day.
• Troubleshooting hardware and proprietary software and security issues.
• Installation of various office products such as printers, scanners, and other communication devices.
• Working closely with clients and customers to assure flawless data migration of roughly 25 machines a week.
• Providing exceptional customer satisfaction and care to over 500 customers.
• Diligently assessing daily and weekly assignments to further increase productivity.
• Responsible for technical support for all 9 sites including remote, VPN, phone, and in person support
• Working with Citrix, Adobe, Verizon Air Cards, IIS, .Net, Safeboot, and AutoCAD software packages.
• Given exclusive tasks to complete for Project Team Leads such as high priority clients and high level security locations.

Confidential

Laptop Lead Technician

• Responsible for multi-million dollar Laptop/Mobile Computing wing of Regency Technologies.
• Acted as primary point of contact for duties ranging from repair to technical support for customers, to sales and profitability reports.
• Responsible for destruction of private data from such companies as Key Bank, Huntington Bank, CVS, Silomax, Lubrizol and many other Fortune 500 companies.

Confidential

Laptop/Desktop Computer Technician Level III

• Originally hired in to the corporation for Computer/Home Office Sales, quickly migrated to Technician with an affinity for repair. While in the store, was in charge of many Company-wide, Regional, and District Banners for Highest Overall Performance, Highest Profitability, Highest Margin, Best Installation Rate Attachment, and various other Awards.
• Moved to the District Service Center in 2002 as a Level I desktop technician, but quickly moved to Level III technician after proving aptitude and efficiency. Employee of the Quarter three times, Employee of the Month twice, and was widely considered the authority on many different types of repairs ranging from soldering jobs, to plastics repair, to complete overhauls with compatible components if originals were not available.
• Well versed in 15 different computer manufacturer's laptops and desktops, as well as many servers from Dell and HP. Developed good communication and organizational skills while procuring 5 different manufacturer's Master Technician credentials and certifications online or in trainings at their site.

Confidential

• Helped develop a small, family-owned business that is a staple of the community and considered one of the best locally owned retailers of all-natural, farm-fresh produce.
• Responsible for loading and unloading of delivery trucks, stocking, general labor/upkeep, cleaning and building various new components to the store, in charge of Christmas-season Sales and development within the community, worked with local high schools in advertising avenues, as well as recruitment.