ROBERT J. CHARITY I

**** *. ********, ****, ***** Mountain, Georgia 30083

Phone 678-***-****

acd9og@r.postjobfree.com

LAN/WAN, SERVER/NETWORK ADMINISTRATION AND DESKTOP/FIELD ENGINEER

Proven Technical Expertise in Career Spanning 10+ Years

Test, Design, Architect and deploy shared services in LAN/Desktop

environments implementing user endpoint devices complying with current IT

standards. Areas of focus include hardware and operating system management,

software packaging, deployment and patch/upgrade management. Deliver

complex technical solutions within a mixed customer base provisioning solid

hands-on technical experience in a variety facet of Information Technology

which include management/support pertaining hardware, software,

web/database applications, OS, and Cloud. Specializing in LAN, WAN, VOIP,

remote as well as Wireless/Mobility operations. Also, strong analytical and

troubleshooting skills with Server and Desktop Administration including

endpoints such as Dell, HP/Compaq, Toshiba ( Desktops, Laptops),

Blackberry, Microsoft Smartphone/Surface, Android, Apple iPhone 4/5/iPad,

Samsung Galaxy, and other tablets. Superior communication and people skills

established through company training in customer service and problem

resolution. A deep felt desire to serve the customer, resolve problems and

provide a complete IT support solution. A self-starter that is well

organized and capable of multitasking with numerous responsibilities while

meeting required deadlines.

TECHNICAL SKILLS

. Operating Systems: Windows XP, Windows 7, 8, Windows Server

2003/2008/2012 using Active Directory, HP Solaris Unix, Linux ( Red

Hat), Citrix, MAC OS (Snow Leopard 10.6)

. Software: Office Suite 2007/10/13, Entourage 2008, Office Mac

2011,Oracle, SQL, I.E., Java, Exchange 2010/13, MS Share point

2007/10/13, SAP, Lotus Notes, Symantec Backup Exec, SCCM 2007 r3/2012,

CMS/Altiris 7.1, GPO, Norton Ghost 15, Intel/ Broadcom Wireless,

Altiris, LanDesk, MDT, deployment methodologies (ZTI, LTI, HTI and

UDI), software packaging tools, (AdminStudio, Flexera and Wise),

Windows Easy Transfer, Windows AIK

. Protocols: TCP/IP, SMTP, HTTP, HTTPS, FTP, DNS, MPLS, TELNET, OSPF,

BGP

. Hardware: HP desktops (dc 5700, 5800, 7600)/ laptops (6710, 6320,

4510, 2730p (tablet)/ servers (Proliant - DL380p, SL170s G6), Dell

desktops (Inspiron 660, Optiplex 990), laptops ( e6410, D630, e6430),

Apple Macbook Air/Pro, Lenovo, Toshiba, Wyse and HP Thin Clients

. Routers/Switch/Wireless/Fiber: Cisco routers ( 1900 / 2600 / 3800 /

2800 / 7500), Switches (3560/ 3750 / 6500,), Netgear 8 port Switch,

Wireless 802.11G (Xirrus, Bluetooth, Broadcom, Cisco Aironet 3600),

Fiber (Canoga Box) Cisco VOIP ( Black box)

. Printers/Copiers: HP (Officejet, LaserJet,), Brother, Lexmark, Toshiba

Corporate Copier

. Tablets/Smartphones: Samsung Galaxy, Microsoft Surface, Apple IPAD,

Galaxy S III, Blackberry Q10, HTC One S, and any Android OS smart

phone applications.

. Ticket Systems: Remedy, Clarify, HEAT, ManageNow, ServiceNow,

TigerPaw,

. Antivirus/Adware: Norton Symantec, AVG, Kaspersky, McAfee, Avast,

Malwarebytes, Panda

. Browsers: Chrome, IE, Firefox

PROFESSIONAL EXPERIENCE

LAN/Desktop Engineer III - Randstad Technology, Atlanta Ga. 12/2013 -

04/2014

. Provide phone and desktop support for LAN, desktop and server

applications (MS Windows, MS Office, MS Outlook/Exchange and

SharePoint) and related hardware (desktops, laptops, thin clients,

printers, MFPs, etc.). Strong Customer Service, Team and technical

documentation.

. Develop software distribution packaging for software deployment and

patch management as well as technical architecture, and service level

requirements needed to support desktop service needs.

. Test plans and procedures in support of software releases and develop

testing plans and procedures for evaluating hardware device standards

for user endpoint devices such as desktops, laptops, thin clients,

printers, multi-Function devices, scan guns, and design/deploy user

remote access and printing methods and creation/modification of Active

Directory.

. Deploy virtual desktop solutions such as Citrix Presentation

Server/Xen Desktop and VMware/VM View as well as implement solutions

as recommended by the Transamerica Security team (anti-virus, managed

internet access, network access controls, intrusion prevention, web

content filtering, etc.) on Unix/Linux. Performed remote control of

PCs and video conferencing knowledge.

Desktop/SCCM Support - Intellinet (Arby's), Atlanta Ga. 11/2013 - 12/2013

. Represented Intellinet as independent contractor for Arby's deploying

scripted builds to 250 Samsung Galaxy Tablets using SCCM 2012 OSD and

Adaptiva as well as distribute to end users and support the build

including Windows 8. Utilized Microsoft Lync for web chat/video

conferencing and Web Outlook 365 for communications during migration

of windows 8

. Architect and deployed Enterprise Desktop solutions that includes

Microsoft System Center Configuration Manager (SCCM) 2012, Adaptiva,

Microsoft Deployment Toolkit (MDT) 2010

. Provided Remote Break/Fix support at a Tier 3 level for entire Service

Area including but not limited to all endpoint devices and their

network connectivity or integration with Server based Applications

(TCP/IP Network Operating Systems (NOS) and Windows Active Directory

(AD)).

LAN/Desktop Support Engineer- Randstad (Novelis), Buckhead, Ga. 06/2013 -

11/2013

. Championed rollout of new Novelis images during Migration/Deployment

of Windows 7, Office 2012, Oracle, Lotus Notes, SAP and applications

according to OU) utilizing SCCM 2012 on Dell laptops. Managed

intrusion tools (anti-virus, malware, spam prevention).

. Provided phone support troubleshooting Outlook 2010/ 2012, and other

Office 2007/2010/ 2012, OS (Deploying Virtual Desktops with Windows

Server 2008) Patching, Break/fix, Java, Flash, IE, Firefox, Google

Chrome. Performed Active Directory duties such as password resets and

unlocking user accounts. AV and projectors lamp maintenance such as

bulbs, filters, etc.

. Created Network Shares, group policy, edit logon scripts, grant

permissions on shares, security groups, audit permissions as well as

created /managed printers. Accessed Windows 2008 for all required

server administration. Attained consistent 99% up time implementing

Novelis software and application upgrades on the Global Network such

as Office 365, Cisco Jabber/Webex, VPN, Maas365(CLOUD), SAP, Oracle,

Jinitiator, ACIS, Lotus Notes, Hyperison, Essbase, Snag it.

IT Support Lead - Kids Tune Up (Non Profit), Stone Mountain, Ga. 04/2011

- 06/2013

. Responsible for all technical administration, desktop support,

operations, network support and installation of Kids Tune-up Computer

Labs wired and wireless. Manage CTI/IVR /VOIP and WAN connectivity.

Applied understanding of disaster recovery and supported large scale

Windows backup strategies. Maintained and supervised all hardware and

software compliance with user licensing and Asset Inventory

Management. Managed windows 7 migrations/deployments during rollout.

. Support L1, L2 production environments which included troubleshooting

in applications such as Office Suite 2010, Exchange 2010, Server 2003,

2008 and Window, XP, 7 workstations as well as provide break-fix and

configurations for HP, IBM, and Dell Laptops/Desktops. Ghost images

for all brands of computers in lab. Also supported Mac OS X and Apple

Macbook Air & Pro hardware.

. Utilize remedy and clarify for incident management of issues closing

rate of 98% from 650 onsite and 1500 remote users. Provided Server

backups and maintenance such as security patches, etc.

Field Support Engineer III - Technology Integration Group (APS), Atlanta,

Ga. 02/2010 - 04/2011

. Traveled to five assigned schools and Maintained as well as

Accountable for providing Atlanta Public School (k - 12) hardware and

software support, service, break fix and implementation/planning on

all aspects of APS technology in conjunction of contract due diligence

vision and mission from APS CIO.

. Provided break fix for HP desktops (dc 5700, 5800, 7600), laptops

(6710, 6320, 4510, thin clients 2730p(tablet), supported Windows XP,

7, MAC X OS, Office Suite 2003,2007,2010, Server 2008, Exchange 2008

as well as remote support for the web applications teachers used to

educate the children at APS. MAC carts containing Mac books, Citrix,

Thin Clients and Linux (Red Hat). Utilized deployment and management

tools such as SCCM, HP Open view, etc.

. Supported Data Communications including included Blackberry's and

Android OS smart phones, wireless 802.11G using WPA2 signal for SSID

authentication to Xirrus Wireless Access Point making sure teacher's

connect with laptops, IPODs, IPADs, Printers etc. Serviced Cisco

routers such as 2600 / 3800 / 2800 / 7500, switches 3560/ 3750 / 6500,

VoIP, Canoga Box, and all WAN issues coming from the D-Mark out to the

cloud as well as internal to the LAN.

Lead IT Network and Desktop Consultant - IBM, Atlanta, Ga.

04/2005 - 02/2010

. Provided Global 24/7 technical IT leadership for IBM, troubleshot and

assisted end users, administrators, instructional

designers/developers, training managers and facilitators accessing

through IBM web server, 35k+ learning space (LS) educational courses

and certifications as well as IBM 24/7 Books databases by way of

Lucent ACD phones, chats, emails, and VoIP.

. Second Level Support Administering security access for over 100,000 or

more Delta employees, and all of Delta's contractors on a Global

Enterprise environment running on IBM /Lenovo Think- server TS100

servers with Windows Server 2003 using Active Directory, Exchange

2003, AS 400. User Administrated on NAS (Network Attached Storage) and

Terminal Servers adds, modifies, and deletes, setting up home

directories, roaming and local profiles in AD for each user as well as

all major security and auditing tools (SecurID, Smartcard).

. Lead Desktop and Server support consultant for projects with Allied

Holdings, Axis and CT Services which included providing desktop and

application support as well as server, router, switch, firewall, VPN,

802.11 Wi-Fi networks and backup support for WAN/LAN systems comprised

of 5000+ workstations and 50+ servers remotely as well as locally.

Supported Windows XP, Office 2003, Windows Server 2003

. Also, imaged servers/workstations with Norton Ghost software and

supported Web based financial applications such as People Soft,

Invision, used SQL, DB2, Business Objects, BRIO and oracle clients and

Lotus 7.2 for mail communication as well as same time messaging tool,

IBM Tivoli Remote software. Supported Wyse Thin Clients as well as

Fujitsu Stylistic tablets.

Technical/Web Support II - Interland Web hosting, Atlanta, Ga.

03/2003 - 04/2005

. Responsible for troubleshooting FrontPage, Dream Weaver and other

HTML, ASP 3.0, .NET and CGI scripts running on Apache, IIS servers and

supported IBM Web sphere and other web applications, administered

permissions, passwords using. Supported JAVA Apps and .Net.

. HT access and other admin functions concerning security, administered

Server Control Panels in Windows and Linux controlling folder and file

permissions for users, installing FrontPage extensions, Cycle

Application pools for ASP services, Data Source Names/Non-DSN for

Access Databases. Diagnosed Network Operations concerning connectivity

on the WAN and LAN load Balancing Servers as well as stacked server

configurations and assuring DNS propagation with Interland Name

Servers and Registrars.

Network Ops Specialist/ Manager - GE Capital ITS, Atlanta, Ga./Erlanger,

Ky. 08/1997 - 03/2003

. As Ops, provided remote monitoring and managing of LAN/WAN network for

outsourcing customers using HP Openview and Network Node Manager to

support routers, servers, and all ip devices. Supported RIP, OSPF, and

BGP routing following process developed by VISIO and SLAs.

. Managed a team consisted of 6 operation specialist, 5 field engineers,

3 software engineers that directly reported to me and 20 helpdesk, 5

developers, and 4 desktop teams indirectly reported. Implemented,

maintained and assisted in optimizing all NOC troubleshooting and

escalation processes in order to meet the goal of elevating customer

call flow to service level agreement status, using the Six Sigma

Strategy.

. Championed sizeable projects for the enterprise (B2B, help desk,

system conversion, communications, and core business applications) to

increase business capabilities and performance.

. Strengthened fragile infrastructure and established practices for

critical factors such as governance, change management, and

information management and became trusted advisor, enabling the IT

Director to act as strategic partner of executive management.

EDUCATION

* DEVRY UNIVERSITY - Decatur, GA Bachelor of Sciences in Technical

Management - 2010 to 2011

* DEVRY UNIVERSITY - Decatur, GA Associates of Sciences in Electronic

Technology - 1991 to 1993

* NORTHERN ILLINOIS UNIVERSITY - Dekalb, IL Bachelor of Sciences in

Economics - 1979 to 1984

IT TRAINING

. CompTia A+ Essential, Network +, IT Technician, Network Security

. Microsoft Server /Workstation MCP ( 2001), HDI Desktop Support Tech

(2010), CCNA (2000)

. Microsoft Windows XP, 7, 8 and 8.1,Windows 2008, 2012, Server Admin,

SCCM 2007/2012

. Xen Desktop (VDI solutions), Linux (Red Hat), VMWare (Virtual

Machine), AS 400/OS 390

. ITIL, Six Sigma (Greenbelt) (2000), Project Management, HRIS

. Active Directory, Customer Service, Team driven, Logical

Troubleshooting, Ticket Closure

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