Customer Service Support

A+ Net+ MCSE CERTIFIED

Objective:

Seeking a position in the information technology field that is both professionally and personally challenging.

Technical Expertise

Windows 7 Migration / Deployment experience

IIS7 Web Server Application Management.

VisionApp Utilisation.

F5 VIP Management..

Ghost and Ghostcast.

SCCM 2012 administration, deployment, integration

Implemented TCP/IP Protocol Suite including IP addressing, subnetting and routing

Configured DHCP, FTP, WINS, DNS, IIS, Group Policy

Configured, installed, maintained Windows/Linux Servers, and workstations

Knowledge of Cyber Security Law

Knowledge of Penetration Testing and securing different OS platforms

Experienced with Spyware, adware removal tools against malwares

Worked with Blackberry, and other wireless devices

Worked with different level of Active Directory Administration, and configuration

Configured, maintained, Managed, Windows NT/2000/2003/2008/2008R2 domain environment

Worked with SAN, NAS, and relational database management system

Supported, Configured, managed Remote Access Services (RAS), Virtual Private Networking (VPN)

Worked with Ms Exchange server 2010 Administration, Creating and maintaining email accounts,

MS Office 365

Supported, configured Microsoft Outlook, Lotus Notes mail clients

5 years of Call Center Experience

Worked with VMware EXSI, ESX, Vsphere, Vcenter version 4.1, 5

Worked with Wise Packaging Studio, Installshied, Admin Studio

Knowledge of Backtrack, Kali, Wireshark and other network security tools

Work History

Fountain Group \TCS \D+H 11/2015 to Present

System Support Administrator

Deliver Windows Desktops and Laptops (VM / Physical as per request)

Provides day-to-day technical support to employees for computer, software and hardware.

Execute project tasks

Installation and configuration, remote monitoring, help-desk customer service tech support, maintenance and troubleshooting.

Run regular checks, tests, and tracking procedures to prevent or identify problems.

Maintains passwords, data integrity and file system security for the desktop environment.

Monitoring on the Windows platform (event, log, performance)

Following ITIL processes for Change, Indent and Problem.

Automated deployment, Manual Deployment.

Patch Management (Software updates, Device drivers, Language packs and Other packages)

MAC Imaging (Configuration, Settings, Policies distribution only)

SCCM-Imaging tool.

Break-fix support in collaboration with current OEM and On site support team where available.

Manage and maintain Video Conferancing system (Videxio Polycom Communications)

LAN Troubleshoot and Management.

AD Management

Manage Shares and Print Servers.

Lincare, inc ( Migration and Deployment Specialist). 6/2015 – 11/2015

Contract Position.

Large scale Windows 7 migration, user data migration and asset management tracking

Deploying HP, DELL and Lenovo servers, desktops, laptops, Wyse Thin client, printers and Scanner across Lincare Health Care environment.

Managed, Deployed application via SCCM 2012

Kept Proper documentation of equipments deployed

Installed and configured Microsoft Office 2010, 2013 (O365) (Windows environment)

Installed and configured MS Lync for Windows environment.

PamTen, Inc \ DTCC (Depository Trust & Clearing Corporation) 9/2014 -- 1/2015

Short Term Constract.

Defined the proper Processes and Procedures with the right team for each area of the migration project.

Performed all the 3 types of migrations (Hard Link, Side by Side and VPOD)

Used the SCCM Report to located and document the number of PCs in each Department.

Performed applications packaging pushes via SCCM 2012.

Performed data backups and restorations using USMT and Windows Easy File Transfer.

Imaged and Deployed both used and new Laptops and PCs.

Used AppSence Manager to moved Devices to their Proper OU.

Performed Prep and post migration works according to the right policy and procedure..

Virtual migration using ESX, VSPhere and VCenter.

Maintained Proper documentation of all devices deployed.

TATA Consultancy Services Feb 2014 – Jul 2014

SCCM Support.

Work on Image Capture Process, Image Updates, Upgrades and Rollout

Ghost Images Creation, Ghostcast Server setup and troubleshooting.

Created Installed and Troubleshoot patch and vulnerability fix Packages, in the Lab and Production environment.

Level 4 support for windows 2003 and 2008 Servers

Automation using VB and Powershell Scripts

Hardware (e.g. Tablet, Check Scanner) & Software certification

Integration to existing environment by automated scripts for mass rollout

Lab environment maintaining / preparation / refresh.

Coordination/Interface between Client, Project Partners & Vendors

Monitoring Hot and Critical fixes compliance in the lab environment

Ability to Report and document activities, issues and any other related

Security/Audit compliance related activities and following the escalation process

Working on the customization of hot fixes and critical fixes which were release from Microsoft

Troubleshooting the ESM registration issues and working with various vendors

Managing 200+ Lab Servers and maintain them up to the production level.

Certifying the banking centers related latest servers using the automations done by various scripts

Troubleshooting LAN, WAN related issues for the Bank of America networks

Raymond James Financial (short term Contract) Nov 2013 – Jan 2014

Internal Application Support.

Assisted with the Datacenter migration and performed validations

Managed, updated, administered Web

Implemented new environment on a per request basis by the Developers.

Worked with fail-over F5 to add and manage VIPs

Monitored SCOM alerts and other internal house Alerts Applications for servers utilization, warnings and failures

Used VisionApp to manage multiple RDP Sessions on different Server FARMs within the Organization.

BayCare Health System Sept 2008 – Jul 7/2013

Administered all clients Organization wide using SCCM

Performed mass pushes, updates and OS Deployment.

Managed BES Servers across the environment.

Package Creations, modifications and Deployments

Mobile ION Administration for all the BYOD and BYOA

Virtual apps, Servers, Desktops Creation and Management.

Offered executive support for the upper management of the organization.

Created, Managed objects and packages. Creating work orders as a result of an incident, troubleshooting all

Managed DHCP, DNS

Updated, Checked and corrected provisioning of Novell and Active Directory accounts brought by an incident.

Supported over 500 applications across multiple hospitals and outpatient facilities

Deployed applications to desktop via SMS or other means.

Assisted in the creating of software packages for the applications team and identified changes needing

Investigated applications requirement

Performed research, troubleshooting following a defined protocol

Worked MDT and ACT tools

Created detailed installation and configuration documentation for applications.

Investigated Windows 7 compatibility using industry standard methods

Documented packaging process in standard documentation forms and database

Identified and resolved Windows 7 compatibility issues with existing software

Followed industry best practice and internal Packaging Standards

Worked with Wise Packaging Studio, Winbatch Studio to create, modify, build MSI packages

Performed Peer Review and testing on packages created by other team members

Created Custom Actions to extend Windows Installer functionality

Performed advanced troubleshooting to resolve issues with Windows registry, file and folder security, and/or operating system

Provided system maintenance and support on hardware and software for workstations, servers, desktop imaging and associated equipment

Managed networked and non-networked hardware such as desktops, peripherals, printers, faxes, servers

Supported networked system infrastructure such as LAN/WAN, patching, cabling, connectivity

Responded to critical alert or emergency problems within a 10 to 15 minutes window during normal business hours as well as when on call

Trained new users, assisted in maintenance and deployment of SLA

Assisted with analysis, configuration, implementation, troubleshooting and repair of both warranty and non-warranty hardware

Supported, managed servers for multiple departments at the datacenter

Worked with other team members and other departments to implement and support systems and technology

Maintained department wide communications to ensure prompt resolution repair and replacement of hardware, software and system function

Provided thin clients configuration and support

Provided customer service support by responding to client requests, proposing problem resolution

Worked with Novel NDS Tree EDirectory, nw admin, ndps printing, novel clients, Zenworks

Used Active Directory infrastructure, managed Active directory objects

Supported a variety of Symbol equipments including Zebra printers

Worked SMS for report, remote support, applications remote deployment

Installed, support, implemented vehicle mount units (VMU) and workstations on wheels (WOW)

Participated in the Implementation, setup enterprise mail system throughout the entire organization

Ran weekly System maintenance for various applications such as softmed, Siemens and other proprietary applications

Worked with different LXE handheld devices

Provided extensive system support for applications on various levels such as: Cerner, Siemens, Invision, Hyperion, Softmed, Fusion, Emap, Outlook, OAS Gold, Tele Tracking, Kronos, Outlook including Pst repair/ restoration, thick and thin clients etc…, and some other .Net and databases applications

Worked with the refresh team involving in upgrading the Organization wide computer systems and other hardware

Worked and Performed with Active Directory, SMS, Citrix Metraframe XPe ICA and web clients

Provided local area network configuration, emulation configuration and security changes

Responsible for being on call for 1 to 2 weeks out of every month for different hospitals or sites

Achieved many high profile projects throughout the entire health system successfully

Managed, developed, configured of over 7000 new hardware and software over the entire health care system

Supervised a team of 10 employees

DELL (Small and Mid Size Business) 9/ 2006 9/2008

Desktop Support Tech

Supported Hardware Break/Fix for Small and Midsize Businesses

Provided Technical Support for all the Dell peripherals, Windows XP and Windows Vista Software Break/Fix

Used Dell Connect to remote login into user’s machine to diagnose analyze and fix various issues such as hardware and software issues, pushes third party and Dell software applications.

CGS (Computer Generated Solution, Inc) 7/2005 – 9/ 2006 System Support Tech

Provided desktop system support in French / English to users located in Canada and United States

Worked with Citrix, terminal services, VNC, SMS

Installed, maintained, configured oracle based application and some other proprietary applications

Supported SAP, SQL based applications

Provided extensive support and configuration to network printers, faxes, scanners

Performed support configuration and installation of VPN, lotus notes and other windows based applications

Managed files server, shared directory and provided access as requested or needed.

Worked with SMS for applications deployment

ECE - Tampa 04/2003 – 7/2005

System Support Tech.

Provided Technical Support to Verizon Employees, Contractors, Vendors and External Partners

Configured, installed, and maintained network administration on Windows platform

Involved in the testing new application upgrades

Offered support for Lotus Notes, PeopleSoft, SQL based applications and other proprietary applications

Responsible for support activities such as systems security, peripheral installation, software upgrades, Wi-Fi routine installation and maintenance of hardware.

Planned and implemented networks, interoperability with other network operating systems

Offered TCP/IP troubleshooting, maintenance, and upgrading of the network

Performed support for integrated Web technologies, user accounts, auditing resources, group policies and remote administration

installed, deployed, Win2000/WinXP/WinNT

Managed data storage, create shared resources and configure access rights.

Utilized Active Directory, Domain Structure, Organizational Units, DNS Integration, LDAP, Global Catalogs, and Enterprise Features

Provided hardware support of, but not limited to, Modems, Printers (Laser, Inkjet & DeskJet), X-Terminal, Servers, Workstations, Bridges, Routers, Switches

Compaq Corporation- Atlanta GA 12/2000 -01/2003

(System Support Tech)

Offered support to HP employees and contractors regarding hardware and software issues

Provided hardware upgrade, replacement and installations

Helped with the in house training of new products to employees and contractors

Worked with the Process Lab department for testing, evaluating new Products

Participated in the company Desktop migrations

Answered calls related to system issues and failures while providing first class customer service

Other Language Spoken

French fluently

Education

AIU: BS Degree in Information Technology

SPC: IS Security Courses

Micro Learning center : A+, Net+, MCSE

Transferable Career Skills:

Demonstrates in-depth understanding and accurate interpretation of changing corporate policies, ultimately ensuring prompt management of customer requests within diverse departments.

Extremely diplomatic individual with responsive decision-making and key troubleshooting skills.

Displays effective problem analysis techniques combined with responsive system troubleshooting skills.

Remarkably capable to handling irate customers and resolving problems efficiently.

Utilizes acute logistical coordination and problem-solving skills to achieve project objectives.

Demonstrates excellent customer service, troubleshooting, and public relations skills.

Reference Upon request.

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