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Engineer Project Manager

Location:
Randallstown, MD
Salary:
60000
Posted:
August 16, 2014

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Resume:

ANDRE R. AUSTIN

**** ******* ***** ****

Windsor Mill, MD 21244

301-***-****

410-***-****

acfe4n@r.postjobfree.com

Resume of Andre Austin

PROFESSIONAL SUMMARY

Mr. Austin has over 20 years of technical experience in computer systems management; engineering, migrations and

technical support with emphasis on operations and infrastructure technology and support.

Operating Systems: Windows 3.1 through 3.11; NT Workstation 3.0 through 2003; Windows95; UNIX S5 R4; Windows NT

Terminal Server 4.0, Exchange Server 2003-2011, Windows NT Server 3.0 - 2008, Windows Vista, Windows 7, Mac OS

X,Windows 6.5 & 7 mobile, Android, SBS 2003 -2011

Software: MS Project, Remedy, Heat, Citrix, BMC Express, Magic, Unicenter, IIS, SAP Help Desk, SMS, VNC, Robohelp,

Ghost, MS Office 2k -2013, Office 365, Web Ex, Magic, SMS, Go to Assist, McAffee Enterprise antivirus, McAfee ePO

server, AVG Cloud Care Entreprise

CLEARANCE:

Public Trust title 6 –Issued by S.E.C 4/2011

Public Trust -Title 13 issued by OPM 01/09

NACI issued by USDA 8/09

CERTIFICATIONS:

LAN Manager CNE

Citrix Metaframe

Unicenter TNG

Windows NT-TS 4.0

Concord Net Health

Dell

Radiant POS & Kiosk

EDUCATION:

B.S, Computer Information Systems, Prairie View A&M, 1985

PROFESSIONAL EXPERIENCE:

Avid Practice December 2013 to Present

Baltimore, MD

Operations Lead

Responsible for day to day operations support in addition to the following

On boarding of new Windows and Mac customers

Enterprise antivirus management

Responsible for patch management and updates for all servers and workstations

Management of MacAfee ePO server for virus protection and encryptions

Management of 300 ePO clients

Management of AVG cloud care client

PC and Server 2012 build for external customers

Installation of network server, workstation

Troubleshooting of Windows and Mac workstaions and airbooks

Escalated remote customer support for external customers

Account management and development management customer

Implemented and installed Office 365 solution for document

Coordination of Dell part and warranty exchange

Documentation development

Development of helpdesk procedures and technical solutions for Jr staff member.

Marriott Corp / Judge June 2013 to September 2013

Bethesda, MD

Interim Imaging Analyst:

Coordination with individual properties regarding reimaging/Final PC Setup of PCs based on corporate standard.

Enhance end user productivity by performing Reimaging/Final PC Setups, configuration, data migration, and

PDA/handheld device configuration for all PCs within scope.

Scheduling of staff resources to process incoming migration request

Keeping current with workload activities, client billing in BMC Remedy, Request Center, voicemail and other tools and

applications as necessary.

Desk side delivery of PCs to Headquarter customers including executive level support

Performed remote field Reimages/Final PC Setups based on volume and/or business needs.

Diagnose and replace hardware issues with IBM/HP laptop and desktop PCs.

Provide end user technical support for Windows 7, Windows XP operating system and Microsoft Office 2010.

Assist with transition of end users and departments to Windows 7 operating system.

Provide remote support using WebEx support center software

Assist with transition of end users and departments to Microsoft Office 2010.

Maintenance of internal support documentation and escalation policies.

Ensure standard image are consistent across brands.

Tek Systems March 2013 to May 2013

Baltimore, MD

Field Engineer

Provides support for Field Services Team, assisting in installation and integration issues in order to ensure successful

implementation efforts.

Migration of Dell and HP workstations from XP to Windows 7 in large corporate environments

Aegon (contractor) Nov 2012 to March 2013

Baltimore, MD

Service Delivery Site Lead

Management of 3 desktop support engineers

Installation of new users

Coordination of all interoffice moves

Senior level support of window XP and Windows 7 customer (beta group)

Windows and Mac workstation installation

PC imaging and reloading

Creation of user account on and administration of A.D

Provide updates to executive staff at weekly meetings

Overflow NOC support

Installation and support of Office 2010

Installation of Bloomberg workstation, both dedicated and software

Coordination of Dell part and warranty exchange

Documentation development

Development of helpdesk procedures and technical solutions for Jr staff member.

24x7 support

Dynatemp HVAC May 2012 to October 2012

Silver Spring, MD

I.T. Manager (Consultant)

Tasked with for setting technical direction for company implement new services management software for entire

organization. Responsibilities included but not limited to:

The development of project plans and timelines for server migrations

The development of server and network requirements to meets customers need for growth and expansion

Setting corporate desktop standards

Migrations of Server 2003 to SBS 2011and Server 2008

Migration of 100 user workstations from Windows XP and Vista to Windows 7

Migrations of 2003 SQL Database to SQL 2008

Exchange 2011 and SBS 2011 server support

Upgrade of infrastructure cabling for Cat3 to Cat 6

Upgrade and replacement of all network switches.

Installation of 300MB wireless network point to point and multipoint

Remote and desktop support for all users.

Mac hardware support

Setup of Smartphones.

Setup of corporate VPN

Securities and Exchange Commission (Apptis) April 2011 to May 2012

Washington, DC

IMAC Team Lead

Installation of new users

Coordination and scheduling of all interoffice moves

Development of interoffice move timelines and resources

Senior level support of window XP and Windows 7 customer (beta group)

Workstation installation

PC imaging using swimmage and ghost

Creation of user account on and administration of A.D

Installation and configuration of web-ex software meeting software

Server 2008 administration

Overflow NOC support

Setup of dedicated Bloomberg terminals

Installation of Bloomberg software on workstations

Installation and support of Office 2010

Installation of Mac OS9 workstations

Troubleshooting of Windows and Mac workstations

Coordination of Dell part and warranty exchange

Documentation development

Development of helpdesk procedures and technical solutions for Jr staff member.

Deployment of application to user from SCCM software library

Prepared applications for deployment using the SCCM 2012 and the SCCM customization tool

Ciena Corporation January 11 to April 2011

Linthicum, MD

Senior Help Desk Engineer

(See previous entry)

Peak Systems May 2010 to Nov 2010

Lead Deployment Engineer

(See previous entry)

Ciena Corporation March 2010 to May 2010

Senior Help Desk Engineer

Assisting Ciena Corporation with the migration of 2000 new employees acquired from the purchase of a division of Nortel

Networks.

Windows Server 2003 systems administration

Password resets for AD, Oracle and other in house systems

Procedure and help desk documentation development

Migration of Blackberry and other smart devices from Nortel's network to Ciena's network

Adding, deleting and moving exchange user profiles

Adding of users account to Ciena Domain

Creation of network resource shares

Used WebEx remote support for remote client support

Installed and configured WebEx meeting software to remote and desk side client

Troubleshooting of VPN and remote connection issues

Remote user applications and hardware support

Peak Systems January 10 to May 10

Washington DC, - Baltimore, MD

Lead Deployment Engineer

Assigned to the Dell Corporation my duties and responsibilities consisted of but not limited to the following.

Deployment of over 1200 Windows 7 pc's for Citi Groups Hagerstown call center

Deployment of over 1500 Windows 7pc's for Medstar Hospitals including specialized machines for surgey, radiology and

research labs

Development of deployment, migration plans and schedules as well as WBS

Installation of network printers

Creating and adding of computer and user account thru AD

Imaging of predeployed pc's using Ghost, Altaris and SCCM

Provided departmental hardware inventories using the SCCM 2012 inventory manager

Staging applications for deployment via Altaris

Pushed applications to users using SCCM 2008 and Altaris

Reimaging of over 500 pc's for United Bank of Switzerland using Ghost

Fast Teks February 10 to Present

Baltimore, MD

Lead Field Engineer

Provide hardware installation of computer and network systems to business and residential customer

Repair of desktop and notebook computers

Repair of retail Radiant POS systems

Asset tracking of all pc returned to dell during technology refreshes for business in the Washington metro area

Scheduling of field tech to customer locations

United Parcel Service (UPS) October 09 to March 10

Towson, MD

Tier 3 Support Engineer

Responsible for providing Tier 3 applications support for software end users. Resolve complex issues on Windows 2000,

XP Server 2000, Server 2003 and network based problems remotely and in a prompt and professional manner Duties

include but not limited to the following;

Identifies and defines issues that require attention of software development team.

Improves software support documentation to facilitate future troubleshooting and improve client satisfaction.

Provides support for Field Services Team, assisting in installation and integration issues in order to ensure successful

implementation efforts.

Supports Client Services and other internal departments by fielding and working ad-hoc requests related to

troubleshooting the software application on an ongoing basis.

Identifies and forwards potential software enhancement opportunities.

Responsible for providing Tier 3 application support for software end users. Resolved complex issues in addition to

Windows Server 2000 and 2003 issues as well network based problems via remote connection

Worked with software developers, users, and other QA associates in the development of test cases for updated CD

patches and updates versions 10.0 and 11.0

Involvement with company wide data analysis & reporting

Trouble shooting .Net, MSDE and MSSQL errors pre and post installation

U.S. Dept of Agriculture August 09 to October 09

Laurel, MD

Tier 3 Deployment Lead Engineer

Supporting the USDA in the deployment of 500 notebooks

Imaged notebook computers using GHOST for deployment to USDA staff

Installation of notebooks and printers

Adding user and machine accounts to active directory

Provided telephone and remotes support to USDA employee's

U.S. Dept of Census January 09 to August 09

Suitland Federal Center

Tier 3 Support Engineer

Supporting the U.S. Department with the collection of the census information for 2010, my responsibilities included but

were not limited to the following:

Application support for all Census field personnel

Support of desktops, laptops and HHC (Hand Held Computer) for Census

Provide hands-on technical support to troubleshoot custom and COTS software,

Act as liaison between the Tiers I, 2 3 support teams to ensure proper ticket management and resolution.

Provide all customer interaction for Tier II and Tier III support

Remote desktop and server administration

Setup of desktop computer to adhere to FDCC standards where applicable

Adding and deleting of user account in Active Directory

Local and remote printer setup and administration

Development of knowledge database documents and provide the information to others on the team

Coordinate hardware maintenance, on site technicians and outside vendors for equipment installs and delivery.

Development of project installation plans and timelines

Assist with training others on the team and new members to the team on practices, procedures, and technical aspects of

the job.

United Parcel Service (UPS) Jan. 08 to Dec. 08

Towson, MD

Tier 3 Support Engineer

Responsible for providing Tier 3 applications support for software end users. Resolve complex issues on Windows 2000,

XP Server 2000, Server 2003 and network based problems remotely and in a prompt and professional manner Duties

include but not limited to the following;

Identifies and defines issues that require attention of software development team.

Improves software support documentation to facilitate future troubleshooting and improve client satisfaction.

Provides support for Field Services Team, assisting in installation and integration issues in order to ensure successful

implementation efforts.

Supports Client Services and other internal departments by fielding and working ad-hoc requests related to

troubleshooting the software application on an ongoing basis.

Identifies and forwards potential software enhancement opportunities.

Responsible for providing Tier 3 application support for software end users. Resolved complex issues in addition to

Windows Server 2000 and 2003 issues as well network based problems via remote support

Worked with software developers, users, and other QA associates in the development of test cases for updated CD

patches and updates versions 10.0 and 11.0

Involvement with company wide data analysis & reporting

Trouble shooting .Net, MSDE and MSSQL errors pre and post installation

Extended Employment History

JP Morgan Chase Bank April 2007 to June 08 (Part Time)

Retail Account Executive

Global Mortgage Inc. December 2004 to November 2007 (Full Time)

Branch Operations Manager June 2002 to December 2004 (Part time)

ISSG

Consultant / Migration Engineer March 2004 to November 2004

BG&E

Consultant / Project Engineer September 2003 to February 2004

New Columbia Solutions September 2001 to September 2003

AARP

Consultant / Corporate Communications March 2002 - Sept. 2002

3H Technologies

Consultant / Project Manager April 2001 - November 2001

Mattress Discounters

Consultant / Manager Technology Services October 2000 - April 2001

Planning Technologies

Practice Manager

Network Management Systems Division January 1999 - October 2000

SPRINT INC.

Operations Manager October 1996 - January 1999

COMPUCOM, INC.

Consultant /

Field Services Project Manager February 1996 - October 1996

GENERAL ANALYTICS CORPORATION

Consultant / Sr. Technical Writer December 1995 to February 1996

THE WORLD BANK

Consultant / Business Engineer August 1995 - December 1995

BDM

Consultant / Technical Architect February 1993 to June 1995

EDGE SYSTEMS INC.

IRS ILAN Project Manager October 1990 - January 1993

SSC TECHNOLOGIES

Sr. Engineer February 1986 - October 1990



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