Senior System Administrator

• Mar 2022 - Present

System Administrator

• Oct 2020 - Feb 2022

Technical Support Analyst

• Feb 2019 - Jan 2020

Provide technical support to enterprise users within definition of Business Aligned Services core activities from GTI’s IT Service Catalogue Establish ownership of assigned tasks and incidents until closed and manage resolution as necessary Work closely with third party vendors Take part in small to large group meetings for technical design, decision making, problem solving and task implementation Resolve conflicts/issues and escalates others as appropriate Provide input into high level and detailed technical specifications for small to medium projects Assist with solution implementation and testing Participate in reporting as required on BAS, DSS and GTSD effectiveness and provide reporting that accurately portrays the technology environment resulting from changes implemented by the incumbent, BAS and GTI and its effects on the end user. Show less

IT Support Technician

• Feb 2015 - Jan 2019

Provide IT Support to clients at various offices plus work from home users. • Provided desktop and laptop support for all users on site and off-site in regard to hardware, software, network, printer and phone issue • Provided exceptional service for multiple end users daily through ticketing system such as Service now and Remedy • Experience in creating new user accounts using Active Directory, setup new email account, granting group membership permission on Exchange Server such as Windows Server 2008 R2 / 2012 R2 • Performed permissions, Organizational Unit assignment, password resets, mapping network drives and group policy updates • Remotely installed and configured applications for end users through SCCM, Bomgar • Remotely resolved users’ issues via LogMeIn remote control application • Supporting 1000+ users for VPN using Cisco any connect, duo mobile and RSA token • Provided support on McAfee endpoint encryption and Lotus notes • Deploy several VMs from Templates and customized their configurations as-needed • Maintain accurate and up-to-date inventory of hardware and software resources • Thorough hands-on experience repairing, diagnosing and configuring production and workgroup printers including but not limited to HP, Lexmark, Brother and Xerox printers. • Perform upgrades, repairs and maintenance on the company's PC-related hardware, software and peripherals • Diagnosed laptops and desktop computers including replacing LCD, System Board, RAM, Hard Drive and CPU • Performs on call after hour duties supporting client issues during weekend and at night during weekdays Show less

Technical Support

• Feb 2012 - May 2014

• Knowledge of computer operating systems in Mac, Linux & Windows OS • Knowledge in computer networking, printer, security and virus • Troubleshooting skills in Microsoft office (2007, 2010 & 2013) • Maintaining and repairing software and network issues • Troubleshooting skills in virus, removing it and installing Anti-virus • Knowledge in Android and Apple mobiles, such as back up and transfer data • Experience in setting up small home and small office network • Experience in using remote software Citrix Remote Access, Team viewer and LogMeIn • Knowledge in e-mail (IMAP, SMTP, POP3) and internet programs • Skill in providing an exceptional customer experience • Skill in verbal and written communication to analyze, interpret and address customer needs. • Experience in helpdesk ticketing system Show less

IT Hardware Associate

• Aug 2011 - Nov 2011

• Experience in building computers • Installed, repaired, maintained, and upgraded desktop computers • Troubleshooting Skills in Hardware, Software and Networking • Knowledge of using Active Directory and setting up permissions • Performed setting up DLNA server and broadcast over the network • Performed OS Installation over the network using the Acronis software • Support conference room technology (Projectors, TV’s, KVM’s etc) • Experience in extending wireless router signals using high end antennas • Performed running network cables and patching it • Assisted in building servers and configuring software • Experience in handling other electronic equipments • Performed maintenance on printers Show less