TECHNICAL EXPERTISE

Systems

Windows all versions including 7 , MS Server 2000 and 2003, MS Windows, NT 4 Server, Novell Networks, VMware, Linux, AIX, MAC OS8 X, Active Directory Exchange Server

Software

MS Office all suites , MS Project, MS Front Page, MS Visio, Microsoft SMS, GroupWise, Lotus Notes, Norton Ghost, Scopus, Remedy, Citrix, Corel Suite, LanDesk

Network Security Tools

• Intrusion Detection Systems: Manhunt, Dragon, Source Fire
• Firewalls: Black ICE, Sygate

Protocols

TCP/IP, FTP, SNMP, SMTP, ICMP, RIP v2, OSPF, HTTP, DNS, DHCP, IP v4, PPPoE, ARP

Web Browsers

Internet Explorer, Mozilla Firefox, Netscape

Technology Tools

Smart Phones, I-Phones, Androids, I-Pads, Blackberry.

PROFESSIONAL EXPERIENCE

Confidential

• Provide installation and support on Cisco routers
• Manage IBM Rack Servers independently
• Image PCs using Norton Ghost Application
• Evaluate, install, operate and conduct preventative maintenance on personal computers and peripherals
• Develop and implement plans for hardware and application installations or upgrades
• Respond to escalated trouble tickets via Remedy Ticket system
• Trouble shoot and repair or reports hardware and application problems in a Windows XP environment
• Recommends technical, policy, and procedural changes to resolve recurring issues
• Evaluate and/or prepare technical specifications, proposals, documentation, training, and related materials
• Confer with departmental management to determine personal computer needs and recommend appropriate hardware and application solutions
• Consult with vendors for pricing and availability of computer related equipment and application
• Specifies file management and data storage policies
• Seek and gain knowledge in new technologies
• Troubleshoot Novel connectivity issues
• Rectify printer/copier/fax problems
• Used Novel to remote to users to provide and application installation
• Used Active Directory to add PCs, hardware users as well as unlock passwords
• Installed and provided troubleshooting for MS Office 2007 and 2010
• Provided exceptional 1st response customer service

Confidential

• Installed new hardware, including system boards, CPU's and LCD's in Dell laptops and desktops.
• Maintain notes inside of custom ticketing system and close tickets.
• Provided exceptional 2nd response customer service.

Confidential

• Coordinated contracted computer installations in a Windows XP environment
• Supervised and trained technicians
• Provided network support to company clients
• Managed, installed and uninstalled PC hardware and application
• Installed network printers
• Installed Cisco VOIP phones
• Provided exceptional 1st response customer service.

Confidential

• Installed new Xerox printers, multifunction devices copiers.
• Created daily Excel reports for asset removals and installs.
• Provided exceptional customer service.

Confidential

• Audit Migrated Windows Server 2003 2008 servers for company compliance.
• Prepared Excel audit reports.
• Provided exceptional customer service.

Confidential

• Migrated PC's Windows XP to Windows 7 using client created image disc.
• Troubleshoot 3rd party application issues with migration.
• Resolve migration issues with client specific databases.
• Provided exceptional customer service.
• Reinstalled applications after migration.

Confidential

• Recover a PC damaged in a Windows 7 upgrade
• Recovered damaged files and .pst profile
• Provided exceptional customer service.
• Reinstalled applications after migration.

Confidential

• Recovered Data from PC's damaged in fire
• Reimage and deploy hardware into a Windows XP environment.
• Setup PC's in Active Directory
• Inventory equipment
• Establish network in new facility
• Provided exceptional 1st response customer service.

Confidential

• Confer with departmental management to determine personal computer needs and recommend appropriate hardware and application solutions
• Consult with vendors for pricing and availability of computer related equipment and application
• Provided exceptional customer service.
• Evaluate and/or prepare technical specifications, proposals, documentation, training, and related materials
• Manage a staff of desktop technicians that includes, 6 FTE, 1 PTE 1 Intern
• Plans, organizes, coordinates and manages Windows based environments technological resources for City Hall and all Public Libraries
• Managed City Training Department's e-learning application.
• Write and execute VB scripts
• Opened new tickets in CA Unicenter ticketing system.
• Push system patches and scripts using SMS
• Creating Zenworks connectivity to Windows MAC PC's on Novel/Windows network
• Supported and maintained MAC OS X systems including Office for Mac application.
• Configured iOS on iPhone devices
• Configure TCP IP connections network routing on Cisco equipment
• Manage HP Windows servers independently
• Administer and troubleshoot Pharos System Database
• Create base PC images using Norton Ghost Application
• Resolve Citrix connectivity issues
• Install and troubleshoot fiber cable installs
• Provide security analysis for public PCs in the Library System
• Conduct Security Forensics on public PCs during security incidents
• Manage resources in Active Directory
• Evaluate, install, operate and conduct preventative maintenance on personal computers and peripherals
• Develop and implement project plans for hardware and application installations or upgrades
• Respond to escalated trouble calls from users
• Trouble shoot and repair or reports hardware and application problems
• Recommends technical, policy, and procedural changes to resolve recurring issues
• Specifies file management and data storage policies
• Train users on standard and customized application including MS Office, WordPerfect, spreadsheet file transfer, file extract, database, etc.
• Provided rotational Call Center relief.
• Assisted with VMware server migration project.
• Used various applications to access systems via remote such as VNC Remote Novel.

Confidential

• Provide basic network needs and manage servers independently
• Administer and troubleshoot Pharos System
• Manage resources in Active Directory
• Image PCs using Norton Ghost Application
• Manage administration of Mac OS X hardware with Office for Mac application.
• Evaluate, install, operate and conduct preventative maintenance on personal computers and peripherals
• Develop and implement plans for hardware and application installations or upgrades
• Respond to escalated trouble calls from users
• Opened new tickets in CA Unicenter ticketing system.
• Trouble shoot and repair or reports hardware and application problems
• Recommends technical, policy, and procedural changes to resolve recurring issues
• Evaluate and/or prepare technical specifications, proposals, documentation, training, and related materials
• Confer with departmental management to determine personal computer needs and recommend appropriate hardware and application solutions
• Consult with vendors for pricing and availability of computer related equipment and application
• Specifies file management and data storage policies
• Train users on standard and customized application including MS Office, WordPerfect, spreadsheet file transfer, file extract, database, etc.
• Seek and gain knowledge in new technologies
• Troubleshoot Novel connectivity issues
• Rectify printer/copier/fax problems will IBM, HP Lexmark printers
• Setup repair Cisco VoIP Phones
• Provided exceptional 3rd level customer service.
• Provided rotational Call Center relief.
• Assisted with VMware server migration project.
• Used various applications to access systems via remote such as VNC Remote Novel.