SUMMARY

Network administrator and technical support professional specializing in troubleshooting, researching, and solving problems. Work experience in education, health care, consulting, government, and telecommunications. Bilingual in English and Spanish.

EXPERIENCE
Confidential,Front Line Support Department, 2006-Present
Application Support Analyst, Integrations
Supported BMC Marimba, BladeLogic configuration management software

Technical Team Lead, Confidential,
Mentored two new application support analysts
Supported Magic 8/Service Desk Express 9.x and 10 helpdesk software
Reported and escalated software defects to BMC Software
Documented issues with Remedy Action Request Software

Application Support Analyst, Confidential,
Supported Magic 7.5/8/Service Desk Express 9 helpdesk software
Reported and escalated software defects to BMC Software

2005-2006
Systems Engineer, Confidential, Engineering Services Department
Installed, configured, customized Magic/Service Desk Express helpdesk software to customers’ specifications.
Implemented customized integrations for data imports of third party data.
Drafted technical installation, configuration, and customization specification documents.
Communicated strategies and best practices for product implementation.
Demonstrated Magic/SDE software to potential customers.
Provided technical assistance for pre-sale customers.
Trained customers in using Magic/SDE.

Sedgwick CMS, Confidential,2004 - 2005
Computer and phone technical support for 250 colleagues using Windows 2000 Professional, Office 2003, Blackberry and Palm PDA’s. Administered Avaya Definity phone switch. Conducted computer and phone equipment orientation for new colleagues. Installed Cisco 3750 switches and IBM servers in preparation for VOIP phone upgrade.
*Mentored new technical support colleague.
*Implemented HP WebJet Admin for printer usage statistics and administration.

Confidential,Field Service Engineer, 2003 - 2004
Repaired LANs, WANs, and servers. Installed Watchguard firewalls, hubs and cabling for several clients in
Illinois, Indiana, Wisconsin, and Michigan including Dollar Rent A Car, Applebee\'s, Edward Jones, Marriot hotels. Conducted pre-installation surveys for high speed Internet service for hotels.
Administered Windows 2000 network for manufacturing facility in Cicero, Ill., with 50 computers, 5 servers.
*Established plant on its own domain after separation from parent company network.
*Implemented Active Directory policy to update 50 workstations to Service Pack 4.
*Enabled remote control and administration through TightVNC on all workstations and servers.
*Reduced virus infections by installing and configuring McAfee ePolicy Orchestrator and VirusScan.
*Restricted access to pornography by installing and configuring Watchguard WebBlocker service.

Confidential,Part-Time Marketing Associate, 2001 - 2006
Merchandised promoted, and demonstrated, and sold Creative Labs products at CompUSA, Best Buy, Circuit City, CDW, Office Depot, Wal-Mart, and Fry’s Electronics stores.
*Increased sales of Creative Labs products by 30 percent in Best Buy stores through product demonstrations.

Confidential,Technology Service Technician, 2001 - 2002
Prepared and configured PC’s for deployment to dental offices. Repaired PC’s. Installed network and multimedia wiring in dental offices. Captured data for conversions to EagleSoft dental software.

Confidential,System Test Engineer, 2001
Tested VoIP software running on Microsoft SQL deployed via Microsoft SMS 2.0.

Confidential,Adjunct Instructor
Taught Computer Basics, an introductory course in computer use and the Internet.
Taught Introduction to the Internet.
Illinois Criminal Justice Information Authority, Systems Support Specialist, 1998 - 2000
Installed and configured Cisco routers and switches, Danube routers, and Adtran CSUs/DSUs for state WAN.
Installed and supported TCP/IP criminal history records application for law enforcement agencies.
Administered Windows NT 4 servers with Exchange, SQL, Fax Sr., and CheckPoint firewall. Supported Windows 95, IIS, Command AntiVirus, Checkpoint Firewall, Veritas Backup, Shiva Remote Access.
*Developed and implemented workstation deployment with ImageCast IC3 software, reducing workstation setup time from 1.5 hours to 5 minutes.
*Reduced nightly backup time from 12 hours to 4-6 hours by implementing Galaxy CommVault Backup.
*Tested and recommended new hardware and software products for in-house users.

Confidential,Help Desk Technician, 1996 - 1997
Phone and walk-in technical support for university Internet service using Trumpet Winsock for Windows 3.1, Windows 95 Dial-Up Networking, MacSLIP for Macintosh, Netscape Navigator, Eudora Lite, and UNIX shell accounts.

EDUCATION
Bachelor of Arts in Journalism
PROFESSIONAL DEVELOPMENT
BMC Software, Magic 8 Boot Camp, Configuration Management 7 (Marimba) Administering Parts I and II, Creating Packages, Implementation Workshop, Service Desk Express 9 and 10: What’s New, Remedy AR System 6 and 7 Administering Parts I, II, III, Information Technology Infrastructure Library (ITIL)
New Horizons Learning Center, Microsoft Security Hands-On Lab
College of DuPage, Cisco Networking Academy
Global Knowledge, Deploying Windows 2000 Professional
Productivity Point International, Administering Novell 4.11 Networks, Novell 4.11 Service and Support