Engineer Support
Resume:
ANDRE R. AUSTIN
Owings Mills, Maryland *****
********@****.***
SUMMARY
•Extensive Information Technology experience in computer systems management, engineering, migrations and technical support with emphasis on operations and infrastructure technology and support.
TECHNICAL SKILLS:
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, Windows 10, 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 -2007, Web Ex, Magic, SMS, Go to Assist. Bitlocker, Oracle, McAfee ePO, Office365
CLEARANCE:
Public Trust -Title 13 issued by OPM 01/09
NACI issued by USDA 8/09
Public Trust title 6 –Issued by S.E.C 4/2011
Public Trust title 6 –Issued by HUD 2/2018
CERTIFICATIONS:
LAN Manager CNE
Citrix Metaframe
Unicenter TNG
Windows NT-TS 4.0
Concord Net Health
Dell
Radiant POS & Kiosk
EDUCATION:
Prairie View A&M
B.S, Computer Information Systems
PROFESSIONAL EXPERIENCE:
2/2018 to Leidos
Present Cloud Migration Engineer
Supporting the HUD HiTs contract to provide direct engineering support to HUD for I.T. for migration and support services
5/2018 to Present
Cloud Migration Engineer
•Migration of infrastructure, data and applications out of legacy data centers into cloud and hybrid environments (public and private)
•Analyze systems and identify problems, evaluate, design solutions, and document.
•Automate thru scripts and implement operations best practices for virtualization environments
•Test and troubleshoot migrated systems on virtualized architecture
•Provide expertise and content to a number of key written deliverables
•Quickly adapt to several functional environments and meet deadlines
•Work both independently and as a team member.
•Provide recommendations for emerging technologies related to cloud
2/2018 to 5/2018
Team Lead Tier 3 Help Desk
•Provides Tier 3 incident and problem management,
•Management of 4 tier two engineers
•Diagnosis, escalation, tracking, and resolution for Windows 10 system
•Provide excellent customer service and a positive support experience to all levels of end users using the Service Desk ticketing system.
•Identify sources of Windows 10 issues, perform troubleshooting, and add to the knowledge base.
•Understand priority levels, escalation procedures, and ticket workflow for the Windows 10 project.
•Responsible for leading a small team of Tier 2 technicians
•Ensure Tier 2 technicians are updating tickets with the latest status, documenting solutions, and following the ticket workflow.
•Support of remote customers
•Remote installation and configuration of remote printer
11/2017 to Conexus
1/2018 Deployment Engineer
Supporting the University of Maryland Medical System in an effort to upgrade hospital pc and thin clients software.
Installation and configuration of patches and upgrades to a variety of pc and thins clients
Replacement of failed pc or thin clients
8/2017 to International Monetary Fund, Washington DC
11/2017 Deployment Lead
Responsible for hiring and management of a team of 6 field engineer direct reports tasked with the deployment of a new hardware standard to the IMF and the follow-up support of deployed employees
Imaging of new laptops, desktops tables and kiosk for IMF to Windows 10
Migration of user data from windows 7 to windows 10
Metric reporting of units completed daily, weekly and monthly.
Project plan development and resource planning.
Scheduling of all deployment assignment to field engineering
Pickup of all existing inventory
Development of scripts for use by field personnel
Asset management reports for returned and installed inventories
Continual improvement of the deployment process and reporting.
Developed and maintained project plan based on the statement of work
08/2016 to Xerox, Hunt Valley, MD
4/2017 Interim -Site Operations Lead
Providing direct tier 1 thru 3 Incident support of IT hardware, software, mobile, and A/V, as well as recommend and implement corrective solution for Xerox State of Maryland contract
Onsite and remote user support
Patch management for 100 workstations, 5 physical and 15 vm servers
Workstation imaging and setup
Group and user account creation and management
Active Directory administration
Local disaster recovery plan, preparation and support
Setup and support of training room pc’s
Implementation of SysAid help desk ticketing and asset management systems
VoIP phone administration
Server 2012 administrations
Windows 10 desktop suport
Desktop administration
Off site support for Xerox state customers
McAfee EPO server administration
Maintain all vendor support agreement and provide 1st level support of outside vendor products
Responsible for the recommendation, selection, purchase, and coordination of installation for 3rd party products and services
2/2016 to Gemalto (formerly Safenet Inc)
6/2016 Sr. Technical Specialist
Providing direct tier 1 thru 3 Incident support of IT hardware, software, mobile, and A/V, as well as recommend and implement corrective solutions
•On-site, off-site, and telephone support for select Senior Executive Team
•Creation and management of Active Directory and Exchange users,
•Remote user support
•VPN setup and configuration
•Creation of user account and new user setup
•Software installation, configuration and trouble shooting in windows 10 enviroment
•Dell warranty repair work
•IMAC and new user installations
•Installation and troubleshooting of VPN clients
•Use of HP Security manager to look at client inventory, driver hardware monitoring
•Provide support for desktop printer and large multi-function device (print/copy/fax, and scan)
•Imaging of new laptop using SCCM for new users
•Oracle troubleshooting and administration
•The issuance of Prime cards to securely and efficiently allow for PKI-access to Safenet facilities and resources
•Implemented mobile access solution based on Safenets 2 factor authentication methods based on PKI and OTP
•Use of HP webjet admin and universal print driver for field instsallaton of HP printers
•Supporting audio/visual and videoconferencing technologies for Executive offices, meetings, and events
•Resolve IT Incidents and fulfill Service Requests in a timely manner
•Execute routine hardware/software deployments for Senior Executives and their Assistants
•Coordinate, manage, and execute Desktop Support projects, track progress, revise deadlines and ensure they meet changing needs and requirement
02/2017 to Peak Systems - John Hopkins
07/2017 Part Time Lead Tech
Manage all aspects of the implementation and deployment of a new Managed Print Services Customer.
Installing, configuring & testing HP Multi-Function Printers (MFP's)
Configuring & testing Canon MFP's
Un-crating and unpacking of new printers; assembly and network connections
Initial printer setup and configuration
Testing, Troubleshooting and Solving printer issues
Assist local users on desktop setup
Disconnecting old printers and assisting in disposal
03/2015 to Peak Systems - CITIGROUP Baltimore, MD
12/2015 Site Technical Lead
Responsible for support of all desktop operations headquarters and 1 other local site.
Managed construction build-out for all I.T. related build-outs.
Management of 3 desktop engineers and 1 telephone analyst
Deployment of workstations and laptops to users
Managed construction build out and deployment for 3 floors in headquarters building
Management of 6 contracted employees during buildout.
Installation of wireless access point, printers, network switches and routers.
Provided weekly status reports to management concerning inventory levels, special projects and employee deployments.
Migration of user from Win 7 notebooks to Windows 10 tablets.
Provided Windows 10 support to U.S. branches during migration of branch computers
Responsible for coordinating and overseeing cross-functional IT teams in Service Desk Support and CIO/Executive Support.
Managed the design and build out of all video conference rooms
Support of all video teleconferencing rooms
Installation and support of vpn clients for user community.
Managed vendor installations for AV, network cabling and data testing
Primary support for all executives and managing directors.
New technology user workshops
Provided tier 3 hardware and software support for U.S based branches.
Vendor relations and management
Installation and configuration of HP MF, BW and color printer
Software trouble shooting of COTs and custom developed applications
Limited support of Mac hardware and software
Development of departmental SOP’s and supporting documentation and development of user support guides.
06/2013 to MARRIOTT CORP (THE JUDGE GROUP) Bethesda, MD
12/2014 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.
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.
03/2013 to TEK SYSTEMS Baltimore, MD
05/2013 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
11/2012 to AEGON Baltimore, MD
03/2013 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)
Workstation installation
PC imaging and reloading
Creation of user account on and administration of A.D
Overflow NOC support
Installation and support of Office 2010 and installation of Bloomberg workstation, both dedicated and software
Coordination of Dell part and warranty exchange
Helpdesk procedures and documentation development of technical solutions for junior staff members.
24x7 support
05/2012 to DYNATEMP HVAC Silver Spring, MD
10/2012 I.T. Manager (Consultant)
Tasked with for setting technical direction for company implement new services management software for entire organization. The development of project plans and timelines for server migrations and 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 and migrations of 2003 SQL Database to SQL 2008
Exchange 2011 and SBS 2011 server support
Use of HP Jet admin to install and manage new printers
Installation of several HP printers for office, all printer managed by web admin
Upgrade of infrastructure cabling for Cat3 to Cat 6 and upgrade and replacement of all network switches.
Installation of 300MB wireless network point to point and multipoint
Remote and desktop support for all users.
Setup of Smartphones and setup of corporate VPN
04/2011 to SECURITIES AND EXCHANGE COMMISSIONN Washington, DC
05/2012 IMAC Team Lead
Installation of new users
Support of AV centers and equipment
Coordination of all interoffice moves
Senior level support of window XP and Windows 7 customer (beta group)
Workstation installation
Management of 2 junior and 2 senior support engineers
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 and installation and support of Office 2010
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
03/2010 to CIENA CORPORATION Linthicum, MD
04/2011 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
01/2010 to DELL CORP. Washington DC - Baltimore, MD
05/2010 Lead Deployment Engineer
Assigned to the Dell Corporation.
Deployment of over 1200 Windows 7 pcs for Citi Groups Hagerstown call center and deployment of over 1500 Windows 7pc's for Med Star Hospitals including specialized machines for surgery, radiology and research labs
Development of deployment, migration plans and schedules as well as WBS
Installation of network printers
Development and delivery of corporate communications thru email and lunch work groups
Creating and adding of computer and user account thru AD
Management of 9 field engineers
Imaging of predeployed pc's using Ghost, Altiris and SCCM
Provided departmental hardware inventories using the SCCM 2012 inventory manager
Staging applications for deployment via Altiris
Pushed applications to users using SCCM 2008 and Altiris
Reimaging of over 500 pc's for United Bank of Switzerland using Ghost
02/2010 to FAST TEKS Baltimore, MD
Present Lead Field Engineer
Provide hardware installation of computer and network systems to business and residential customer
Repair of desktop and notebook computers and 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
10/2009 to UNITED PARCEL SERVICE (UPS) Towson, MD
03/2010 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.
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 and reporting
Trouble shooting .Net, MSDE and MSSQL errors pre and post installation
08/2009 to U.S. DEPT. OF AGRICULTURE Laurel, MD
10/2009 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
REFERENCES: Available upon request.
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