SR. Desktop Support Engineer

• Feb 2019 - Present

● Escalated end user support for Domain migration, MS Teams implementation, email rebranding projects ● Resolved advanced issues related to RSA security, Office 365 and AWS implementation ● Responsible for resolution of network authentication, Citrix and VPN issues related to projects ● Utilized SCCM for remote control, patch deployment, client installations, etc. ● Utilized ADMT, SCCM and Quest tool to move 600+ PC’s and servers from multiple AD domains to one ● Migrated new acquisition and decommissioned.corporate entities to one domain - Trustmarkbenefits ● Consolidated AD files from multiple domains ● Managed Group policy for user access to new file, printer, application locations on new domain ● Responded to incident request via Service Now ticketing system to resolve end user issues ● Resolved Desktop and PC related issues (software installation, DB problems, network access, etc.) ● Upgrade PC/laptops from Win7 to Win10 with Office 365 via SCCM ● Utilized inventory control methods to manage new and EOL hardware ● Remote support through Bomgar Software to offsite users PC ● Show less

Technical Consultant

• Oct 2018 - Dec 2018

• Responded to incident request via Service Now ticketing system to resolve end user issues • Resolved Desktop and PC related issues (software installation, DB problems, network access, etc.) • Diagnosed systems outages to determine appropriate corrective actions (WAMAS, Windows 10, etc.) • Performed preventative maintenance and repairs of equipment (Printers, Scan guns, RF devices, etc.) • Onsite systems installation and integration management using SCCM • Trained end users on Gmail, Microsoft Office, and related applications Show less

Technical Consultant

• Dec 2017 - Aug 2018

• Assist Director of IT with all unresolved IT projects (Print server migration, Network Security, etc.) • Break/fix resolution for Town Mayor, Deputy Mayor, CIO, Fire and Police department employees • Created and removed user access to network resources (AD, printers, folders, etc.) • Defined Security Groups and utilized Group Policy (access control, login script, printer mapping, etc.) • Maintained hardware assets on shared Excel spreadsheet • Assist Director of IT with all unresolved IT projects (Print server migration, Network Security, etc.) • Break/fix resolution for Town Mayor, Deputy Mayor, CIO, Fire and Police department employees • Created and removed user access to network resources (AD, printers, folders, etc.) • Defined Security Groups and utilized Group Policy (access control, login script, printer mapping, etc.) • Maintained hardware assets on shared Excel spreadsheet

Decision Theater Lab Manager

• Jan 2016 - Jan 2017

• Participated with team to develop and design new data simulations of client data (Tableau, Python) • Maintained Cisco Telepresence hardware systems and related teleconferencing software • Managed all network and Decision Theater software and hardware • Contributed to government and non-government client strategic plans • Collaborated with Ambassadors, high level political and military personnel • Imaged, configured and deployed new Macs and PCs to specifications for new employees (SCCM) • Provided support and training to office personnel with hardware and software incidents • Helped research and study new and interesting tools and software for use in Decision Theater • Implemented network & mobile security protocols in collaboration with ASU Information Security Team • Deployed Office 360 to all users and configured Macs, PCs and phones with new software • Helped with network design, hardware requirements and layout of future new office building Show less

System Engineer

• Jun 2015 - Jan 2016

• Lead implementation of Cisco Ironport 380 to meet email security/encryption requirements • Provided support with deployment of Symatec Vontu DLP solution • Utilized Project Management experience to develop and maintain timeline, collaboration and resources • Worked with Team Network Engineers with deployment of Palo Alto firewalls to replace Juniper firewalls • Created Visio diagrams and collaborated with Technical writers in creation of end-user procedural documentation • Ensured IT and customers informed in regards to timeline for email encryption project • Effectively developed, documented and executed project plans while utilizing SharePoint and MS Project • Demonstrated leadership in operating system and network related technologies • Clear and effective interactions with IT staff and management Show less

Field Services Engineer

• Feb 2014 - Apr 2015

• Proactively created solutions to meet 650+ dealerships network, security and performance requirements • Onsite resolution of network, system, hardware and software issues that cannot be resolved remotely • Windows Server administration (Active Directory, print management, DHCP, profiles, GPO, etc.) • Cisco network hardware configuration and deployment (ASAs, Routers, Switches, VLAN, VOIP, VPN) • Resolve issues with various Dealer Management Systems (Reynolds, ADP, Autobase, Dealertrack) • Project implementation lead – Data circuit upgrades, P to V with VMware, hardware deployments • Adhere to Scope of Work (SOW) created in conjunction with Project Management team Show less

Sr. Systems Administrator

• Jan 2013 - Jan 2014

•Manage Active Directory environment for corporate domain-Group Policy, security access control, etc. •Windows Server 2003, 2008 r2 and Xenapp Server, maintenance and configuration (Citrix) •Manage VMware ESXi virtual servers using (vCenter, Veeam backup) •Planned, designed and implemented major Delta project with Corrigo application ($3 million project) •Proactive maintenance of corporate network and security systems (PRTG, AD Audit, Snort) •Configuration and maintenance of Cisco VOIP phone system, Barracuda firewall and Web Filter • Responsible for implementation and management of all IT projects (Planning, documentation, training) • Hardware asset tracking using BES, Meraki Systems Manager, Manage Engine Achievement: Secured $3 million dollar contract with Delta Airlines to manage wheelchair services for all flights at LaGuardia and LAX airports Show less

Project Implementation Engineer

• Mar 2012 - Oct 2012

•Audited full server/client configuration environment for eDocs/OpenText/document mgt System •Implemented and supported customized eDocs Document Management and scanning systems •Successfully maintained project plan Deployment Timeline •Responsible for remediation of product documentation for implementation strategies •Application deployment and integration using SCCM 2012 •Completed OpenText eDocs Document Management and Kofax Capture training •Instrumental with execution of the disaster recovery/business continuity strategies for eDocs •Provided daily support to ensure company staff had necessary tools to perform tasks efficiently •Configured client machines with necessary drivers, ODBC, patches, software, etc. Show less

System Administrator

• Sep 2011 - Feb 2012

• Implemented new EMC SAN backup scheme to medical records storage compliancy • Helped with system level HIPPA Meaningful Use requirements for medical records retention • Created Citrix profiles to enable MD’s to access desktop remotely • Utilized Rational Site Deploy and Rational Site Load as part of Rational Suite • Implemented new virtual environment using Microsoft Hyper-V Server • Documentation of backup scheme pertaining to eMDs application , user data and SQL database • Coordinated timeline for purchasing, circuit and equipment installation with vendors/CLEC • Accurate documentation of new Service Level Agreements (SLA’s) with HP, Verizon and Granite • Verified and authenticated MS updates for servers and workstations • This was a position specifically to re-design backup schema and assist Infrastructure Manager • Achievement: Met HIPPA requirements for Meaningful Use that rewarded the practice $44,000 Show less

Sr. Desktop Support Analyst

• Jan 2011 - Jul 2011

• Managed Laptop Deployment project (350 users) • Utilize Symantec Ghost Multicast 11.5 for imaging workstations • Utilized CA to push .msi software packages to workstations on a verified schedule • Create Citrix profile for remote users access to corporate desktop/applications • Managed user network share access using Group Policy in AD • Update Project SharePoint site with current deployment information • Maintained and repaired all HP Desktops and Laptops (i.e., hard drives, RAM, NIC’s, WIC’s, etc.) • Resolved DNS, DHCP, TCP/IP, and various OS and network issues • Record and track all asset moves and report all moves to the ITS Librarian Asset & Data Coordinator • Manage MS Outlook issues to include (.nk2, .pst, policies, etc.) • Manage cell phones using Blackberry Exchange Server • Achievement: Flawlessly deployed 270 laptops ahead of schedule. Rewarded with an extension to initial 3 month contract to 6 months to manage “.pst file migration to Exchange mailbox” project. Show less

Infrastructure Implementation Support Analyst

• Aug 2009 - Dec 2010

• Assisted Infrastructure Manager with design & installation of new Corp. office network (MAP) • Successfully executed role as Blackberry Enterprise Server Administrator • Responded to end user support requests using Remedy ticketing system • Administration of MS Server 2003/2008 and XP/Win7 desktops • Administrator for Microsoft Volume Licensing • Used VB scripting to create profile and security scripts, automate software installs, etc. • Utilized Symantec Ghost, Sysprep and Deployment/Migration for imaging computers/servers • Created, migrated and maintained Exchange Server 2007 mailboxes for endusers • Managed users, computers, groups Citrix published applications and GPO’s in Active Directory • Resolved various end user problems with Cisco VPN, email, connectivity, MS Office, etc. • Managed relationships with LECs with regard to voice and data circuits (Paetech, Verizon, Comcast) • Achievement: Successfully managed the corporate move of 100 employees to new facility with 0% problems. Show less

Regional Data Network Field Technician

• Aug 2005 - Aug 2009

• Maintained POS and network peripherals for territory of 89 stores for national pizza chain • Ensured network, system and data availability and integrity through preventative maintenance • Analysis of software/hardware needs based on Regional/Store manager projected goal for stores • Allocated solutions to future state goals relative to network resources and hardware requirements • General configuration of Cisco routers and switches • Reconciled software, hardware and connectivity issues with workstation POS equipment • Managed Voice over IP phone network and equipment (Avaya) • Utilized of NGPOS software and PostgeSQL database (Windows XP operating system) • Respond to trouble tickets using Footprints ticketing system • Constructed TCP/IP, DHCP, DNS, WINS to workstations, printers and servers • Kept detailed documentation of problems and solutions encountered daily • Achievement: Sales Director implemented my preventive maintenance procedures as a standard policy for Field Operations technicians. Show less

IT Project Manager

• Mar 2002 - Aug 2005

• Ensured dependencies and critical path activities are in the project plan • Documented and manage schedule assumptions and constraints • Performed day to day updates of the project schedule • Ensured lessons learned are incorporated into subsequent project plans • Reported and monitored late or at risk tasks • Verified that resources are properly allocated to tasks • Developed project plans and ensured that milestones were met according to schedule• Facilitated resolution and provided weekly status reports to Management• Coordinated timelines for vender meets, negotiate hotel rates, car rental grouping for field personnel• Ensured that SharePoint knowledgebase was accessible and current• Successful with meeting budgeting, personnel, and resource goals for each projectAchievements: Successfully came in under budget, before proposed timeline and attracted new business for company. (Saved a total of $62K over 2 years. Acquired 3 new contracts totaling $2.2 million in revenue) Show less

Technical Support Analyst

• Dec 1999 - Mar 2002

• Supplied online chat sessions and phone support to internal and external customers• Cisco network hardware configuration and deployment• Provided VPN and internet connectivity support to external company employees• Interceded in escalated issues to ensure adequate response by service providers/vendors• Successfully resolved various RAID, hard drive, system and other hardware problems• Resolved various software issues with Windows XP, Vista, Server 2003• Installation of Telecom equipment around USA for various companies (PBX, Avaya VoIP)• Demonstrated command of computer networking and LAN/WAN infrastructure• Maintained ticketing database of customer contact information and problem logging Show less

Sales Assistant

• 1995 - 1997

Inside Sales Assistant

• 1994 - 1995