OBJECTIVE

• To gain a career track as an infrastructure support professional technician or analyst with a company that values its human capital resources and fosters their development into personnel who add value to the enterprise.
• Experience in Middle Management Call Center / Customer Service Office/ Help Desk
• Possess strong team leadership, motivational, and coaching skills.
• Technically astute and customer service oriented
• Maintains a consultative professional coaching style and extensive interviewing and hiring experience.
• Establishes performance goals to meet efficiency levels, goal setting, and quality assurance standards.
• Four solid years of experience in IT Management IT Services
• Over 15 years of overall IT experience.
• Proficient with a variety of Customer Service Tools and ticket processing applications.

Operating System Proficiencies:

Windows NT, 95, 98, ME, 2000, XP Professional, XP Home, XP Media Center, Linux, Novell 4.x, DOS, Microsoft Windows Vista, Windows 7

Enterprise Application Competencies:

Exchange, Outlook Express, Office 98, 97, 95, 2000, 2002 2003, 2007, 2010. CCMail, Lotus Notes 5.0, Eudora, Internet Explorer 5.01, Netscape 4.7, RightFax, Avaya Modular Messaging, Documentum, Blackberry connect, eFax

Call Center Resource Competencies:

Magic TSD, Autotask CRM, Tivoli, Remedy, Service Center, AHD, Utopia, and DPU, Motive, Lucent ACD, Nortel ACD, And Lucent CentreView, Call pilot Call Center, Nortel Real Time Call Center Monitor, Altiris IT Support Console

Network Admin Resource Competencies:

Windows Active Directory, ACE Server Admin, Radius Server Admin, Nortel VPN Administrator, Checkpoint Firewall Monitor, Trend Micro Firewall, Trend Micro Antivirus, Telnet, Windows RDP, Norton Firewall, Black Ice Defender, Zone Alarm Professional, Symantec Antivirus, Mcafee Antivirus, Webroot Antispyware Client, Cisco Clean Agent, Blackberry BES Server

Hardware Competencies:

IBM, Compaq, AST, Dell, Nec, Toshiba, Hewlett Packard, Winbook, and IBM ThinkPad, Firewire cards, ATAPI devices, RAID controllers, DVDRW, DVD ROM, CDR, Monitors, ZIP drives, Tape drives, Video Adapters of all kinds, Hard disk drives of all brands and capacities, Printers, modems, LAN, WAN, Jump drives, memory sticks, digital cameras, Cisco PIX firewall, PDA, Blackberry, Dell and Compaq servers

Confidential

Promotion:

IT Field Engineer

Tools and Environment:

Windows Active Directory, Blackberry BES Server, Exchange, Dell laptop and desktop, Forefront , Sharepoint 2010, Windows XP and 7, iPad II, Blackberry devices, Verizon Air cards, Cisco VPN, Blackberry Smartphone, iPhone, DROid, Cisco IP Phone, eFax, AT T wireless access point

Duties:

Final resolution of incoming service requests on a global basis. Procurement, imaging, and deployment of laptops, desktops, workstations, printers, assist local offices in the selection and procurement of their IT resources. This position requires hands on desktop and help desk support to include building, configuring and servicing servers and other necessary tasks and projects that keep the global enterprise operational. Other duties include audio visual support of executive conferences, support and procurement of mobile devices to include cell and smart phones as well as iPhones and iPads. Regular duties also include coding, reporting and approval, of billable goods and services. Direct support of senior executives in every IT related activity. Travel to remote sites to service, install, and maintain infrastructure components. Other duties completed as directed or requested.

Furmanite Enumerated Functions:

Request and Incident Intake

• Answer incoming tickets
• Answer Incoming telephone requests
• Answer incoming email requests
• Address and service direct walkup requests
• Open and close tickets related to incoming requests
• Solving obscure technical problems

Maintenance

• Insure the optimal health of PCs on the enterprise environment
• Clean viruses in the event of PC infection
• Normal PC maintenance to improve or maintain optimal PC performance
• Image and deploy new computer resources throughout the enterprise environment
• Update images for each deployed system in the AM enterprise
• Create new images from scratch for each deployed system type in the AM enterprise environment
• Remediation of problems elements of each image
• Update each image originally developed

Procurement

• Procure new PC related equipment for the AM enterprise environment
• Toner
• PCs
• Printers
• Peripherals of all kinds i.e. Mice, computer bags, cabling, external hard drives, thumb drives etc.
• Mobile devices to include the following
• iPhone
• Flip phones
• Blackberry
• iPads and other tablets
• Droids
• All related cellular accessories
• Software
• All other user related equipment

Accounting Activities

• Reporting and Management of the following accounts
• AT T LD
• AT T Mobility
• AT T Executive Mobility
• Eatel
• Mitel
• eFax
• EarthLink

Travel to remote offices for the following activities

• Site surveys of new or potential locations
• Tulsa completed
• Rock Hill conversion to Furmanite Enterprise
• Onsite PC maintenance
• Assist with onsite Network maintenance
• Delivery and Setup of locally imaged PC equipment
• Rock Hill Project procured PCs, printers, etc. for the new location
• Tulsa Conversion Imaged and delivered PCs to the new location and assisted with sever setup and data migration for use-base in the new location
• Future events planned
• Supported Two leadership conferences offsite

Regular direct support of executives at all levels

Assist other team members as requested or by personal and professional initiative

Other activities as directed or as they arise.

Confidential

Helpdesk Support Analyst

Tools and Environment:

Windows Active Directory, Blackberry BES Server, Dell laptop and desktop, McAfee Antivirus, Windows XP and 7, iPad II, Blackberry devices, Verizon Air cards, Cisco VPN, SCCM Administrative Console and tools,Blackberry Smartphone

Duties:

Final resolution for answering helpdesk call tickets I field about 230 tickets per month Troubleshooting MS Office, Intranet, Internet, Active directory account password resets, remote access, blackberry, responding to transferring, reassigning and creating tickets in the helpdesk console and other duties as directed.

Confidential

Desk Side Support Analyst

Tools and Environment:

Windows Active Directory, Blackberry BES Server, Dell laptop and desktdop, Norton Antivirus, Windows XP and Vista, Blackberry devices, Verizon Air cards, Magic TSD, Cisco, Nortel Telecom, Xerox high volume printers, RSA Secure Id, RSA VPN administration tool, ERAS, MS. Sharepoint, SMS Administration, SCCM Administrative Console and tools, Good for Droid, iPhone, and iPad

Duties:

Final resolution for answering helpdesk call tickets I field about 250 tickets per month Troubleshooting MS Office, Intranet, Internet, Active directory account password resets, processing security requests, Networking, remote access, blackberry, machine imaging, responding to reassigning and creating tickets in the helpdesk console and other duties as directed.

Confidential

Desk Side Support Analyst

Tools and Environment:

Windows Active Directory, Webroot Antispyware Client, Cisco Clean Agent, Blackberry BES Server, Dell laptop and desktdop, Norton Antivirus, Windows XP and Vista, Blackberry devices, Verizon Air cards, Infra Enterprise Helpdesk console, Cisco, Nortel Telecom, Xerox high volume printers

Duties:

Final resolution for answering helpdesk call tickets I field about 250 tickets per month Troubleshooting MS Office, Intranet, Internet, Active directory account password resets, processing security requests, Networking, remote access, blackberry, machine imaging, responding to reassigning and creating tickets in the helpdesk console and other duties as directed.

Confidential

Help Desk Analyst

Tools and Environment:

Windows Active Directory, Webroot Antispyware Client, Cisco Clean Agent, Blackberry BES Server, Dell laptop and desktdop, Norton Antivirus, Windows XP and Vista, Blackberry devices, Verizon Air cards, Altiris Helpdesk console

Duties:

Answer helpdesk calls I field about 1000 calls per month as well as some desktop work. Troubleshooting MS Office, Intranet, Internet, Active directory account password resets, processing security requests, Networking, remote access, blackberry, machine imaging, assigning and creating tickets in the Altiris helpdesk console and other duties as directed.

Confidential

Help Desk Team Lead, U.S. Central Region

Tools and Environment:

Windows Active Directory, Blackberry BES Server, Dell laptop and desktop, Symantec Antivirus, Windows XP and Vista, Blackberry devices, Verizon Air cards, Sprint Air Cards, Altiris Helpdesk console, Remote Desktop, Autodesk Products to include Autocad

Duties:

Supervise central region IT resources and personnel. Build and deploy servers, laptops, desktops, workstations, printers, assist local offices in the selection and procurement of their IT resources. Distribute and delegate workload over a 23 state territory. Travel with the director of IT operations to local offices to assess need and forecast future resource requirements. Report weekly activities of the technicians in the region as well as personal work in the region and local office in which I am stationed. Attend and conduct weekly and monthly teleconferences. This position also requires hands on desktop and help desk support to include building and servicing servers and other necessary tasks and projects that keep the region operational.

Confidential

Supervisor Technical Services

Supervise helpdesk and direct enterprise helpdesk technical services. Analyze and compose policies and procedures, interviewing, hiring, and dismissing employees. Special project support as needed.

Confidential

Regular Help desk: Answer Calls, Solve in first call about 40 of the time, fill out help desk tickets in Magic, Assign tickets to service provider, follow up on certain help desk issues.

Hands on Tech support: Citrix Support, Remote Desktop Support, Support Office Suite, Modular messaging, Meeting Place, Net Meeting, Local and network printing issues, Setup and configuration Rightfax accounts and trouble shoot functional issues, VPN support, support Documentum outages, and providing user support to the point of determining that a user needs training or to determine functionality issues.

Active directory Support: Edit new network IDs for use in the enterprise, Reset Student and intern active directory accounts, Recall network Ids marked for deletion for non use using recall tools

RSA Secure ID Admin support to include: Checking secure ID key fob states, Synchronizing the key fobs with the RSA database, Setting Key fobs to new pin mode, Enabling the key fobs, Checking the traffic in RSA authentication log to find where authentication failures occur

User ID Pass word resetting for the following resources: LDAP, Modular Messaging, Active Directory SAP Client Ids

Reporting: Daily morning Report, Weekly Helpdesk for Immediate report, Weekly Helpdesk for Supervisors Monthly Reporting of ITD Helpdesk Activities

Admin: Preparing backup tapes for secure off site shipment, Tracking backup tapes, Logging backup tapes, Taking delivery of back up tape shipments

Other: Preparing and performing PowerPoint presentation to company wide audience for Remote Access during Security and Awareness Campaign 2006, Development of Video Training Library to demonstrate use of available ASC ITD resources, Inventory Management in Magic Service Desk CRM.

Confidential

Technical Support Engineer

Support Go Figure health club support software systems with all user and health club support world wide. This includes troubleshooting access problems, password issues and daily operations issues.

Confidential

Yahoo Webhosting Support Technician

Support Yahoo Web Hosting Products for world wide customer base via telephone and e-mail. Call volume 50 or more per eight hour shift.

Confidential

Hardware Tester Contract

Testing of all Compaq products in every configuration to simulate the stress of the performance environment, and reporting anomalies for vendor corrections. These configurations includes firewire cards, hard drives of all brands and sizes, raid controllers, IDE controllers, CD ROM drives, CDRW drives, DVD ROM drives, DVDRW drives, and display adapters. This work required that brands remain confidential.

Confidential

Lead Technical Consultant Contract

Live real time monitoring of virtual trading checking refresh rates and alerting desk heads of potential problems that may cause system outages and desk trading holds,Troubleshooting installation of Dynegy Direct software,Troubleshooting internet problems applet, plug-in, and patch installation, Identification of call center resource needs, Created a fully functional call center, Select support servers, ACD integration with web based help resources, ACD functional evaluation

Confidential

VPN Support Engineer Contract

Troubleshooting internet and extranet problems, Troubleshooting root cause and origin of firewall related loss of connections, Assist firewall third party firewall engineers in troubleshooting pushing of firewall rule changes Troubleshooting desktop and laptop computers connected to VPN services, Administration of VPN accounts Answering service calls, Assigning IP ranges for new customers, Reviewing Firewall rules, Escalating calls to network administrators, Accounts setup and administration, Issuing Secure ID tokens, Troubleshooting VPN connectivity issues Converting customer base from various old methods of connecting to network resources toVPN ie. dial up etc. , Reporting metrics to superiors, Making recommendations on the quantity and quality of resources to be used in supporting VPN

Confidential

Helpdesk Manager/ Customer Service Center Supervisor Contract

Managed EBS internal helpdesk, Created and implemented the policies and procedures of the helpdesk Composed Service Level Agreement composition, Hired team members, developed the skills of each team member Served as a liaison between the desktop group and the helpdesk, Completed and deliver regular reports to the Director of Operations Support and the Director if IT