SUMMARY

• 25 years strong technical support and customer service.
• 1st point of contact for tier I, II and III problem resolution and customer satisfaction.
• Professional, patient, willingness and ability to go above and beyond to provide teh best possible service.

TECHNICAL SKILLS

• Microsoft Windows Operating Systems
• Application Virtualization Client
• AS400
• AIX
• BMC Remedy
• Checkpoint
• CMS
• Design Manager
• eMobile
• GRC
• Citrix XenApp and Receiver
• Telecom
• Linux
• Microsoft Office
• Lotus Notes
• Odyssey Client
• OMS
• Norton Ghost
• Microsoft SMS Imaging
• IMACD
• Safeboot
• HPSD
• ServiceNow
• Sharepoint
• SAP
• SIMS
• UNIX
• Netgate
• DHCP
• Infoblox
• Personality Server
• SCCM
• Constellation Manager
• VPN
• Dameware
• Microsoft Netmeeting
• Remote Connection
• Microsoft Exchange
• Active Directory
• Virtual servers and machines.

PROFESSIONAL EXPERIENCE

Confidential, OH

Project Manager

Responsibilities:

• Created organized process to manage, coordinate and deploy replacement computer systems throughout teh company.
• Maintained and improved detailed database of inventory, in stock and assigned, for all systems.
• Utilized SCCM and additional servers for teh installation of software.
• Coordinated shipping, receiving and tracking for all systems ordered and deployed wif management, suppliers and end users as a standard.
• Repaired or replaced additional systems based on emergency need.
• Assisted end users wif common technical issues throughout transition process.
• Configured mobile devices, troubleshot connectivity issues.
• Provided break - fix support for desktops, laptops, tablets, workstations.
• Perform Windows upgrades
• Resolve network related access issues
• Repair computers that malfunction, cleans devices, and conducts preventative maintenance.

Confidential, OH

Service Desk

Responsibilities:

• Handle issues related to Windows NT, 2003, 2000 and XP Clients Basic ticketing of all types of issues using appropriate CRM Toolset.
• Globally monitor, triage and escalate all system problems for teh following: UNIX Systems WINTEL Systems Network Environments Messaging Environments (Exchange) Good knowledge of Microsoft outlook / MS Exchange Report all problems to teh Shift Manager/Team Leaders in a timely fashion.
• Install and maintain network services, routers, hubs, switches, 2-way phone systems, modems and other network devices following technical plans.
• Assist wif other computer operations activities as required. Provide support to remote users.

Confidential, Mason, OH

Network/Project Support

Responsibilities:

• Created second network in over 3,500 store locations across North America over a 5 month period.
• Inventoried, imaged and shipped over 7,000 new replacement PC’s for use at store locations.
• Created, installed and configured network devices.
• Pushed multiple configurations to store locations.
• Install, upgrade, IMACD, repair, imaging, deployment, migration from XP to Windows 7, Windows 8, Windows 10,
• Clients request for me to assemble, image and configure computers wif System Center Configuration Manager(SCCM)
• Provided second level primary support to technicians and service managers throughout teh installation process.
• Provided consistent network, server and user support while meeting project expectations well ahead of schedule.

Confidential, Hebron, KY

Operations Support

Responsibilities:

• AS400 Server monitoring and admin.
• Ensure Morning Startup critical applications are queried, running, and printing.
• Key contact for 2nd Level Application Support.
• Provide Manufacturing Operations Support.
• Lotus Notes and Microsoft Outlook Administration, Active Directory and ADSI Administration.
• Administer Software deployments.
• Provide RF and Access Point troubleshooting, configuration and installation.
• Label, Laser, and Desktop printer troubleshooting, install, add, move and changes.
• Provide Telecom support
• Create and maintain AS400 accounts.

Confidential, Mason, OH

Export Control Helpdesk

Responsibilities:

• Provide national and international support utilizing MS NetMeeting, Webex, Remote Desktop Connection to maximize troubleshooting abilities and problem resolution in teh least amount of time possible.
• Monitor, track and manage all outstanding ticketed issues through resolution.
• Provide Active Directory and Microsoft Exchange support and Administration.
• Provide Ace Server Administration for VPN connectivity issues.
• Provide IBM Account management

Confidential, Mason, OH

Remote Support Team Supervisor

Responsibilities:

• Provide support to SAP applications and IBM Iseries AS400 setup.
• Providing On-site Dell and HP desktop and laptop warranty work for residential and commercial customers.
• Provide support and guidance to On-site technicians and users for Data Migration.
• Push software/applications to PC’s utilizing Active Directory and Radia Server.
• Provide leadership, training and guidance to Remote Support Team members.
• Monitor, track and manage all outstanding ticketed issues through resolution.
• Provide follow-up, analysis and closure on all Refreshed Projects to Site Contacts, Team Leads and Project Management through End of Day Reporting and weekly conference calls.
• Collaborate wif Team Leads to coordinate shipping and receiving, scheduling, image and build and daily completion.

Confidential, Dublin, OH

Helpdesk Technician

Responsibilities:

• Maintain and monitor virtual servers.
• Provide Active Directory and Microsoft Exchange support and Administration.
• Provide desktop/laptop support through Norton Ghost and Microsoft SMS imaging.
• Provide tier 3 support in managing and maintaining user accounts, problem resolution and monitoring of IT infrastructure for Windows and Windows NT environments.
• Provide timely response to service problems and requests, account setup and activation, termination and security updates.
• Provide nationwide support utilizing MS NetMeeting, Dameware or Remote Desktop Connection to maximize troubleshooting abilities and problem resolution in teh least amount of time possible.
• Monitor server and netflow activity via BigBrother web based monitoring systems. Worked wif AT&T Business Direct to obtain resolution on circuit based outages.
• Created and maintained employee profiles and network printers on both Unix based and AS/400 applications as well as troubleshoot any software/hardware issues such as connectivity, printer configuration and additions, record/account locks and hung processes.
• Manage accounts, maintain aeronautical logs and records, screen, extract, analyze and prepare summary reports. Identify and correct deficiencies and discrepancies.

Confidential, Mason, OH

Business Critical Operations Analyst

Responsibilities:

• Monitored IT infrastructure, hardware and software incidents and consistently meet Service Level Agreements (SLAs) for internal and external client issues.
• Organized, held and reported daily conference calls for clients and maintained problem management database.
• Hold daily Problem Management calls wif Service Tower representatives and delegate root cause analysisTo include problem management reporting and tracking.
• Problem identification, recording, classification and assignment of individuals for investigation and diagnosis utilizing ITIL processes.
• Monitoring resolution progress.
• Assist wif teh handling of major incidents, specifically wif communications.
• Single Point of Contact between all Service Towers during life of priority 1 and 2 incidents. dis includes Total Call Management (TCM) and facilitation of communication to customer and Program Director.
• Provide Marketing Research for Commercial and Private Industry.
• Provided technical assistance in teh setup and replacement of over 1,000 desktop PC’s for NAVAIR personnel aboard Naval Weapons Station Charleston.

Confidential, San Diego, CA

Database/Systems Administrator

Responsibilities:

• Organized, updated, maintained and managed technical database of over 9,000 records/manuals utilized in teh maintenance operations for F-18 fighter aircraft.
• Established guidelines and procedures for operation and maintenance of technical database used by over 80 administrators.
• Provided technical support and assistance, to include installing and troubleshooting hardware and software problems and personnel training for a local area network of more TEMPthan 60 PC’s and 200 users.
• Monitored and evaluated over 30 maintenance database programs quarterly, and performed 120 extensive, annual audits and follow-up inspections for technical information and utilization.
• Provided technical assistance and training to 16 departments and divisions.