TAMARA LATHAN

SUMMARY:

Over twenty-one years of experience with hands-on server deployment, cross-functional product management, Active Directory architecture and individual contribution. Most recently as a Desktop Engineer Supervisor, I helped facilitate IT Technology for Harman International. I supervised several employees, as well as, train all site admins across Harman Divisions. I have a wide range of technical expertise in a variety of IT fields including web hosting while working in a 24x7 NOC environment. In addition, I hold a Dell Certification in Customer Service which is first priority for my clients.

COMPUTER EXPERIENCE SUMMARY:

Languages/Tools

C+, TCP/IP, DNS/ HTTP, FTP, SMTP, SSL and PKI, Windows & DOS Batch

Scripting, Putty, VNC, Java, J2EE, HTML, VB.net, lIS, MS Office all versions

Databases

Oracle, Sybase, MS-SQL, DB2 Connect, ODBC, SQL*Net, SQL*Server, Lotus

Notes

Environments

Windows (10, 8, 7, XP, NT}, Linux, UNIX, DOS, Citrix (XenApp}, VMware

Certifications

Microsoft Server 2003/2010, Dell Customer Service, Citrix 3.1\XenApp

PROFESSIONAL EXPERIENCE:

Wipro\Harman International 01/12 to Present

Desktop Engineer Supervisor

•Establish, enforce and maintain service level agreements to support end users within set time frames and user expectations

•Plan and deliver performance appraisals of IT staff

•Monitor resolution of issues to make sure they are resolved correctly

•Created SharePoint site for users to access software updates, drivers, knowledge bases, FAQ and reoccurring problems for users to solve themselves.

•Developed procedural and policy documentation for service desk staff training

•Analyze and track Service Desk requests to generate monthly statistical reports

•Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software,

installing hardware, implementing file backups, and configuring systems and application

•Project Planning of opening new buildings

•Manage the processing of incoming requests to the Service Desk to ensure courteous, timely, and effective resolution of end user issues

•Ghost and Seem imaging

•ITIL Knowledge

•Identify, recommend, develop, and implement end user training programs to increase computer literacy and

self-sufficiency

•Printer support. VOIP configuration and support, Executive support

•In depth knowledge of Microsoft operating system and applications

Northeast Regional Management

Emory University Hospital -Technical Support Specialist Emory University - Active Directory/Desktop Support Engineer Rooms to GO -IT System Administrator

American Cancer Society - System Engineer

The Launch Pad - Desktop Engineer lnternap - System Engineer Manheim,Inc. - Desktop Engineer Allegra Network - System Engineer

10/10 to 11/11

11/09 to 09/10

09/08 to 08/09

06/08 to 10/08

06/8 to 07/08

02/08 to 05/08

03/07 to 01/08

01/07 to 03/07

Duties:

•Ghost & Acronis Imaging, deploying hardware, Printer support, VPN, technical support for hospital & off site campuses

•Epic technical support for each application such as Ambulatory, CPOE and other apps

•Active Directory Utilizing Group Policy, accounts administration, security, organizational units, DNS & more

•Exchange 2007 & 2010 upgrade, configuration & share migration

•DB2 Gateways & Distributed MQ Series using transport protocol such as DB2 Connect, ODBC, Oracle v8 & 9

•MS SQL Server administration

•Legatto, Symantec Backup Exec, NAS device configuration

•Citrix XenApp server deployment and support

•Ability to create server management tools using advanced programming functions and operating system APi’s

•Project Management

•Disaster Recovery

•Building and Deploying servers utilizing Windows 2003 & 2008 server standalone & VMware

•Project management for IT security

•Altiris Deployment

•BES Server support

•Spam wall migration from Barracuda to Google

•Adv ised clients on technology and network design

•Hardware & software assets management via Altiris

•Traveling Florida installing and configuring client networks and systems

•Developed new process for new hire and exited employees

•Account creation via Unix as well as alias creation

•Printer, fax machine, Xerox copier setup and support, networked and local

•Project and Change Management experience

•Network infrastructure including Router, hub and firewall configuration

•BMC Patrol Monitoring tools

•PGP Encryption software

•Microsoft workstation and server updates & troubleshooting

•PolyCom video conference system management

•Create unattended OS and Software installation media

•Microsoft Office all version suites

ADP Corporation 05/00 to 12/07

Senior System Engineer

•Administered Active Directory Utilizing Group Policy, accounts administration, secur ity, organizational units,

DNS, deploying software and patches as a Windows Packager Specialist

•Provided ongoing IT support and technical assistance in a large scaled fast paced 24x7 operations (NOC) call center to multiple functional levels (I.e. HR, Payroll, Customer Service, Client based and Senior Management) regarding HR product capabilities, product problems and server solutions

•Supported all clients via web hosting utilizing Citrix Metaframe & Enterprise version

•Support Citrix Access Gateway

•Troubleshoot and resolved functional and technical issues related to printers, browsers and applications such as PCPW (version 3, 4 & 5), HRizon, Enterprise eTime, and EV2, EV3 & EV4, Timesaver, Nextrac, Portal, HWB, Dashboard & E2K

•Troubleshoot DB2 Gateways & Distributed MQ Series using transport protocol such as DB2 Connect, ODBC,

Oracle v8 and v9

•MS SQL Server Administration

•McAfee and Norton Enterprise support via Act ive Directory

•Senior trainer & interview specialist

•Intranet and SharePoint Portal support

•Deployed, troubleshoot and installed Citrix Metaframe/XP, Window s 2000/2003, Windows NT, UNIX, Linux and custom product related software such as Norton and MacAfee Ant ivirus, PC Anywhere and Ghost as well as a variety of service packs and patches

•Supported large scaled clients for web hosting utilizing Nfuse via Fat and Thin client

•Participated in Weekend SAN upgrades with EMC to verify all client servers came back up in proper order, resolved problem clients and well as created custom schedule jobs for daylight savings time and custom jobs via scheduler

•Ability to create server management tools using advanced programming functions and operating system APi’s .

•Hardware Maintenance on Intel, IBM, Compaq and Dell servers

•Developed, implemented and administered restructure plan for the ACE server/RSA and securid

•Supported, configured and monitored EPC Link server/COM servers via IP and dialup

•Monitored client's system life cycle via BMC Patrol, Netcool and Sitescope

EDUCATION:

Henry Ford Community College

Working toward a double major degree in CIS/MIS

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