AARON CAIN

**** **** ***** ****. ~ Baltimore, MD 21218

302-***-**** abiadz@r.postjobfree.com

QUALIFICATIONS

High-achieving Website Support Specialist, Desktop Support Analyst,

System Administrator, Sr. Desktop Engineer and SMS\SCCM Engineer with

significant background providing 1st- 2nd- and 3rd-level support for

enterprise-wide websites and applications and a national user-base and

field service staff. Effective leader, with a track record of achieving

beyond management expectations. Reputation for providing superior

training, quality service and support and working effectively in both

individual and team environments.

PROFESSIONAL EXPERIENCE

Pepco Holdings, Inc. (CSS-Tech), Washington, D.C. 2010 - Present

SMS\SCCM Engineer

. Represented the department to resolve important issues, as well as, to

plan and coordinate work with other departments. Has regular contact

with business areas and IT personnel.

. Maintained liaison with individuals and units within or outside

his/her higher organization.

. Made decisions independently. Created customized software deployment

packages utilizing Wise Installer, SMS Installer, Group Policy Objects

and Visual Basic scripts.

. Engineered the installation of new software and hardware components

into the corporate infrastructure.

. Performs impact analysis for proposed software or hardware solutions.

Installs, tests, implements and maintains software applications,

utilities, and operating system software.

. Provides technical design and troubleshooting support to other

application development and support areas as needed to implement and

maintain corporate computer applications.

. Provides technical advice to enhance application performance.

International Finance Corporation (HP-EDS), Washington, D.C. 2009 - 2010

Sr. Desktop Engineer

. Support Migration from Windows XP to Windows Vista

. Created customized software deployment packages utilizing Wise Installer,

SMS Installer, Group Policy Objects and Visual Basic scripts.

. Responsible for creating simple documentation packages which included

requirements, detailed design, testing and implementation plans.

. Provided project support with minimal client disruption.

. Examine scripts in multiple formats such as VB Script, .MSI format, SMS

Installer, WinInstall, and Wise for Windows Installer.

. Evaluates existing and emerging desktop related technologies, including

hardware, operating systems, desktop applications, desktop management

tools, etc

. Responsible for Tier 3 technical support and application installation on

Windows desktops

Federal Trade Commission (SI INTERNATIONAL), Washington, D.C. 2008 - 2009

Sr. Desktop Engineer

. Created secure desktop images windows XP & Windows 7 in accordance to

NIST/ CIS guidelines utilizing Group Policy and Security Configuration

analysis tools. Responsible for windows 2000 to windows XP migration.

. Created customized software deployment packages utilizing Wise Installer,

SMS Installer, Group Policy Objects and Visual Basic scripts.

. Responsible for creating simple documentation packages which included

requirements, detailed design, testing and implementation plans.

. Provided project support with minimal client disruption.

. Examine scripts in multiple formats such as VB Script, .MSI format, SMS

Installer, WinInstall, and Wise for Windows Installer.

. Evaluates existing and emerging desktop related technologies, including

hardware, operating systems, desktop applications, desktop management

tools, etc

VANGUARD (LIQUID HUB), Malvern, Pennsylvania 2006 - 2007

System Administrator

. Ensure effective and efficient responsive to client desktop support needs

while providing clear and concise communication to clients, team members,

and management and the highest level of quality to internal clients and

external clients.

. Provided project support with minimal client disruption.

. Provided daily email support to clients for Lotus Notes

. Ensured official processes for asset management and procurement were

followed.

. Collaborated with team members and other support groups in order to

attain business and DSS objectives.

. Actively supported all DSS goals, initiatives, and VUE efforts as well as

perform team roles as assigned.

. Build desktop/laptop images on new or transferred equipment

. Responsible for technical support and application installation on Windows

desktops

. Support of Blackberry/Smartphone devices

DUPONT CAPITAL MANAGEMENT, Wilmington, Delaware 2004 - 2006

System Administrator

. Provide rotational "on call" technology support.

. Performed application repackaging using Wise Package Studio. Performed

deployment of applications for testing using NetIQ and SMS.

. Examine scripts in multiple formats such as VB Script, .MSI format,

SMSInstaller, WinInstall, VMWare and Wise for Windows Installer. Deploy

applications with SMS 2.0,Altiris. Test and package IT applications

using InstallShield, Wise Installer, WinInstall and SMS Installer.

. Responsible for technical support and application installation on Windows

desktops

. Wise Package Studio (WSH)utilized for creation of packages, merge

modules, and patches. Deployed packages to images using SMS and

troubleshoot the problem

. Repackaged various applications per specs provided by client to Windows

XP and 2000 desktop environment. Test and develop plans for software

distribution to Win2K clients

. Scripting languages included, VBScript. Created project plan, assigned

migration tasks, developed custom software programs using VB, VBA and WSH

for the migration.

. Implement automated administrative augments to enhance SMS operational

stability.

. Examine scripts in multiple formats such as VB Script, .MSI format,

SMSInstaller, WinInstall,and Wise for Windows Installer.

. Build desktop/laptop images on new or transferred equipment

. Assist with support of state of the art audio/visual teleconferencing

architecture

. Assist end-users with technical specifications and price quotations for

new hardware/software purchasing requests.

. Develop and maintain documentation for product installation

. Support of Blackberry/Smartphone devices

BANK ONE (SPHERION), Wilmington, Delaware 2003 - 2004

Web Site Support Analyst - Corporate Internet Group/Technology Service

Center

. Investigate and analyze application and operational failures and manage

daily support request and resolution workflow for all technical issues.

. Serve as 2nd- and 3rd-level help desk support and monitor and ensure 24x7

availability for all company's external and internal websites and

applications.

. Provided daily email support to clients for Lotus Notes

. Interpret console messages from system software or applications programs

and perform required actions, supervising computer and network systems

using operations systems utilities.

. Troubleshoot routine-to-complex web hosting problems.

WINGSPAN INTERNET BANK (SPHERION), Wilmington, Delaware 2000 - 2001

Support Analyst

. Executed 1st- and 2nd-level customer support, fielded and resolved

technical questions, service interruptions and requests for service and

collaborated with vendors to provide hardware or software repair.

. Troubleshot and resolved end-user problems for all technical platforms

via phone and onsite support.

. Escalated problem tickets in an effective and timely manner.

. Monitored daily preventive maintenance and trouble call field service

activities.

. Served as liaison between all national Bank One users and mediated

between 1st- and 3rd-level help desk support staff and vendors.

. Performed quality assurance activities to ensure adequate and

satisfactory problem resolution and requested and initiated follow-up on

customer feedback.

. Communicated all service interruptions and major outages to appropriate

parties.

NATIONWIDE PROVIDENT

(formerly Provident Mutual Life Insurance Company), Newark, Delaware

2000- 2003

Senior Helpdesk Coordinator, 2000 - 2003

. Exceeded goal to resolve 85% of calls at 1st-level support and achieved

90-95% first-call issue resolution rates while increasing productivity

and end-user support, improving team collaboration and reducing workplace

tension by implementing meetings among helpdesk teams.

. Increased productivity 25% while maintaining existing staffing level by

initiating the successful use of a web-based solution for submitting,

managing and processing trouble tickets.

. Trained incoming analysts, maintained exceptional helpdesk productivity

and support statistics and prepared monthly help desk matrix to track

call resolution volume, escalation and group success rates.

. Upgraded to new call tracking system by implementing Remedy ticket-

tracking software; built server, trained users and incorporated

application use into company workflows.

. Provided microcomputer and mainframe technical support services to 700

home office customers and over 2,000 insurance agents.

. Resolved hardware and software problems utilizing advanced diagnostic

techniques and documented all problems and solutions.

. Provided daily email support to clients for Lotus Notes & Microsoft

Exchange

. Supported company legacy products and Microsoft technologies by acting as

liaison between staff offices and external services vendors.

. Maintained sound working knowledge and expertise in systems analysis and

development, diagnostic technologies and technological development.

Individual Insurance Operations Team Member, 1997 - 2000

. Addressed and resolved annuity and life products questions by expertly

responding to telephone, e-mail and fax inquiries from agents and

clients.

. Entered new business applications for all life and annuity products and

executed general processing functions on multiple computers systems for

all annuity and life products.

. Managed fast-paced, high-volume workflow from over 2,000 agents while

maintaining superior quality customer service.

TECHNICAL SKILLS

Novell 3.x, 4.x, 5.x MS Exchange, Server 5.5 Unix

Windows 3.x, 95, NT 4.0, 2000, Lotus Notes 4.6, 5.0, SQL Training

ME, XP, 7 6.0

Microsoft Server 2000, 2003, MS Office 95 - 2007 Novell Console One

2008

Wise Repacking Pro IIS Dos 6.22

SMS 2.0, 2003 & SCCM Ghost Solution 2.0 & TCP/IP, IPX/SPX

2.5

Veritas Netbackup PC Anywhere WAN/LAN, VPN

Remedy Dbase III CSU/DSUs, and NICs

Netware Administrator Java Programming Citrix Client

(Training)

VM Ware 3.2 Peregrine Topaz

Active Directory Group Policy Universal Imaging

UtilityTool

WSUS Admin Studio

InstallShield

EDUCATION

AMERICAN INTERCONTINENTAL UNIVERSITY ONLINE, Atlanta, Georgia

Bachelor of Science, Computer Information Systems, degree expected

ONLINE CONSULTING, Wilmington, Delaware

A+ Certification, 12/03

GLOBAL KNOWLEDGE, Washington, District of Columbia

Certification, Internet & Network Communications, 05/01

Wise Solutions, Washington, District of Columbia

Certification, Repackaging with Wise Package Studio, 03/05

Contact this candidate