Alim M. Wilson

ac7khh@r.postjobfree.com

203-***-****

OBJECTIVE

To obtain a challenging technical support leadership position in an atmosphere that utilizes my skills and experience.

QUALIFICATIONS:

Project Management / Coordination Experience, Information Technology On Site and remote support Tech Experience, Local Area Network and Wireless Area Network Experience, Windows 10, Windows 7, Windows XP

MS Office Suite including MS Access, Active Directory, DNS, Desktop Support, Remote Resolution, SAP GUI Installation and Troubleshooting, Citrix XenApp, Manage Engine Service Desk Software, Windows Server Management, MS Powershell, Linux /Red Hat Administration, Remedy Service Desk, Infra, Bomgar Remote Support Solution, Customer Service Experience and Administrative Assistant Experience

Present Recent Special Projects:

@ Mitchell College: Converted the organization from a On-Premises MS Exchange Server to a Hybrid Office 365 Hosted Exchange Server. Architected the Google Classroom environment for Thames Academy on Mitchell College

@ Astro -Med: Migrated servers from MS Server 2008 and 2008R2 to Windows 2012R2 Architected the Astro-Med VMWare ESX and ESXi Host and Citrix VDI solution.

@ Mohegan Tribal Government: Migrated 402 Client PC’s from Windows 7 OS to Windows 10 (1607) OS and Migrated the office package on said machines from MS office 2010 suite to MS Office Pro Plus 2016 suite. Assisting with the Replacement of the SAN and the Standup of the VDI environment

EXPERIENCE:

The Mohegan Tribal Government 4/2016 to present

Network Systems Support Specialist II

Provide technical support for All 581 Mohegan Tribal Government end users and 503 Client systems. Provide both local and remote troubleshooting of software and hardware Issues for WIN 10 / 7 Machines. Provide support and maintenance for the VDI Tribal Government environment. Initial Juniper Switch environment. Piloting Enterprise G-Suite within the Mohegan Tribal Government. Troubleshooting and ordering of all Hardware and Audio / Video equipment on site i.e PC’s. Laptops, Server Boxes, Switches, WAP’s, Projectors, Audio equipment and Internet Connected television boxes. MS Office 365 Admin, responsible for all aspects of Microsoft Office 365. Assisted in tracking hardware inventory and maintaining good customer relations with the Tribal Government community. Troubleshooting and resolving IOS and Android phones. Provided WAN/LAN / Firewall Troubleshooting, Usage of remote support tools. Provide in depth troubleshooting of MS Exchange Servers, and MS Office Suites Client Software. Assist in the protection of network security via network password resets and verification via local Active Directory. Microsoft Azure Active Directory administration and maintenance.

Winter-Wyman Staffing @ Astro-Med Inc. 3/2015 to 4/2016

Systems Administrator

Provided technical support for Astro-Med users both local and remote troubleshooting Software and Hardware Issues for WIN 7 Machines and MAC OS X PC’s, Troubleshooting and ordering off Audio / Video equipment on site i.e Projectors, Audio equipment, Internet Connected television boxes. Asst. Network Admin, responsible for Active Directory entries and changes, Cisco Systems Network Administrator tracking hardware inventory, and maintaining good customer relations with the Astro-med community. Troubleshooting and resolving IOS and Android, and Blackberry Phones. Provided remote desktop machine management, troubleshooting and performing Windows 7 installations. Windows Server 2008r2 and Windows Server 2012 R2. Provided WAN/LAN / Firewall Troubleshooting, Usage of remote support tools. Provide in depth troubleshooting of MS Exchange Servers, and MS Outlook Client Software. Assist in the protection of network security via password resets and verification. Active Directory administration and maintenance Provide escalation notifications to the respective departments. Monitor SCOM alerts for servers and applications and internet connectivity.

Ellucian @ Mitchell College 4/2014 to 3/2015

Desktop Support Analyst Mac Support

Assistant Network Admin, responsible for Active Directory entries and changes, Juniper Network infrastructure, tracking hardware inventory. Provided level 2 / 3 technical support for the Mitchell College Campus providing assistance to both students and staff members, Troubleshooting Software and Hardware Issues for WIN 7 Machines and MAC OS X Maverick PC’s, Troubleshooting Audio / Video equipment on Campus i.e Projectors, Audio equipment, Internet Connected television boxes. Maintaining good customer relations with the Mitchell College Campus. Troubleshooting and resolving IOS and Android Phones. Provided remote desktop machine management, troubleshooting and performing Windows 7 installations. Troubleshooting and providing education of the Provide WAN/LAN / Firewall Troubleshooting and maintenance, Usage of remote support tools (TeamViewer). Usage of Manage Engine and service Desk software for ticket documentation. Provide in depth troubleshooting of MS Exchange Servers, and MS Outlook Client Software. Assist in the protection of network security via password resets and verification. Active Directory administration and maintenance Provide escalation notifications to the respective departments. Monitor SCOM alerts for servers and applications.

Complete Staffing Solutions / FTD 1/2014 to 3/2014

Desktop Support / Help Desk analyst

Provide first and second line technical support to all Call Center staff and 3rd Parties in the remote call center office located in Centerbrook CT. Troubleshot and fixed VPN connectivity issues, Software and operating system issues and also providing end user usage assistance with the MS Office Suite, provided remote desktop machine management, troubleshooting and performing Windows 7 installations, Avaya IP telephones hardware and software troubleshooting. Provided initial WAN/LAN / Firewall Troubleshooting, Usage of remote support tools (TeamViewer). Usage of Manage Engine software for ticket documentation. Provide in depth troubleshooting of MS Exchange Servers, and MS Outlook Client Software. Assist in the protection of network security via password resets and verification. Active Directory administration and maintenance Provide escalation notifications to the respective departments. Monitor SCOM alerts for servers and applications, Monitor Linux servers, Performed initial troubleshooting and resolution of Blackberry, Windows Phone, and iOS issues.

Corporate IT / Beazley Insurance 9/2013 to 1/2014

Desktop Support /Service Desk Analyst

Provide first and second line technical support to all Beazley staff and 3rd Parties in the local office located in Farmington CT and in remote locations. Troubleshot and fixed VPN connectivity issues, Software and operating system issues and also providing end user usage assistance with the MS Office Suite, provided remote desktop machine management, troubleshooting and performing of Windows XP and Windows 7 installations, Cisco IP telephones hardware and software troubleshooting. Provided initial Cisco WAN/LAN / Firewall Troubleshooting, Usage of remote support tools (Dameware). Usage of Infra software for ticket documentation. Provide in depth troubleshooting of MS Exchange Servers, and MS Outlook Client Software. Citrix XenApp and AppSense. Assist

in the protection of network security via password resets and verification. Active Directory administration and maintenance Provide escalation notifications to the respective departments. Monitor SCOM alerts for servers and applications, performed initial troubleshooting and resolution of blackberry, windows mobile, and iOS issues.

Computer Sciences Corp. / Volt Services Group 4/2011 to 6/2013

Help Desk Technician Senior Assistant

Troubleshot and fixed VPN connectivity, Software and operating system issues and also providing end user usage assistance. Provided remote desktop machine management, troubleshooting and performing of Windows XP and Windows 7 installations, Cisco and Avaya IP telephones and software troubleshooting. Provided initial Cisco WAN/LAN / Firewall Troubleshooting, SAP GUI installation and troubleshooting, to the server level. Usage of remote support tools (Bomgar Rep Console). Usage of Remedy software for ticket documentation. Provided initial in depth troubleshooting of MS Exchange Servers, and MS Outlook Client Software. Assist in the protection of network security via password resets and verification. Provide escalation notifications to the respective departments. Performed initial troubleshooting and resolution of blackberry, and iOS issues.

Aetna 10/2008 to 11/2010

Information Technology Help Desk / Desktop Support Technician

Help Desk Technician doing various tasks such as documentation of various application fixes, applying those fixes, troubleshooting and correcting VPN connectivity, Software Installation and Usage, Remote Desktop Machine Management, Open systems Windows server backup monitoring and control operations. PC imaging (Symantec Ghost Solution Suite) and deployment, Mobile Platform (iOS, Windows, Android) troubleshooting and resolution, Cisco and Avaya IP Telephones and Software, Remote Control / Remote Connection Tools, and VMware restarts, shutdowns and builds.

TAC Worldwide TDS Division 5/2008 to 9/2008

Information Technology Technician

Information Technology Technician doing various jobs such as printer refreshes, Asset

inventory, Software and Hardware Break-fix work. Including system upgrades and server

decommissions. Also Move Add Change (IMAC) work for various Enterprises including

Bristol-Myers Squibb and Subway International HQ, Performed LAN/WAN Maintenance,

File and Data Recovery, Symantec Ghost Solution Suite, Cisco Firewall Troubleshooting and Maintenance

Aerotek / Cablevision, Shelton, CT 7/2007 to 1/2008

Information Technology / Help Desk Support Technician

Answered inbound calls from customer and troubleshot network connectivity and MS operating systems and

Macintosh Operating systems

TechUSA, New Haven, CT 4/2007 to 7/2007

Information Technology Technician

Responsible for going to various Car Dealerships and installing software on to computers for

ADP, Providing Break-fix work and maintaining all paperwork for keeping track of jobsites

that are open needing to be done and closed or completed

Various Temp Agency Work, New Haven, CT 2005 - 2006

Various positions as follows:

Responsible for receiving and routing incoming communications, to the appropriate

departments. Responsible for correspondence, office supplies, also supervised mail room

activities and was responsible for monitoring incoming and outgoing Fed Ex Packages.

Break-fix / IMAC technician for Subway International working with HP, Dell and IBM

products. Front Desk receptionist for a busy chiropractic office seeing 150 to 200 clients per

day. Welcomed clients and visitors and helped create a caring atmosphere at a local

community center. Assistant Brand Manager for Urban Marketing at Subway International,

and advertising copy.

NetTech Consultants Inc., New Haven, CT 2004 - 2005

Office Manager / Project Manager

Part Time Information Technology Technician (Break-fix). Doing everything from replacing

LCD Screens on Laptops to replacing motherboards on IBM’s, Dell, HP and Compaq

machines also an AS 400 tape technician, and Performing Move Add Change work for Bank of America

Managed an office of 5 people during the Fleet-Boston / Bank of America change over for NetTech

consultants including handling travel claims for technicians throughout the northeast region.

Responsible for dispatching computer repair calls to 50 technicians from Maine to Virginia.

Coordinated special Projects for computer repairs and changes project for the entire northeast region between

Hewlett-Packard and Bank of America.

I Kept track of calls that are open or closed, and also kept track of projected and needed completion dates,

and budget concerns. Tracked technicians work hours for pay, billing and budget purposes.

Customer service call center manager for NetTech’s Bank of America computer project handling

approximately 300 telephone calls daily and approximately 75 escalations daily.

United States Coast Guard (Honorable Discharge) 1993 - 2000

Yeoman (Administrative Assistant) / IT Specialist / Project Manager/ HR Specialist

Base-wide Information Technology Technician for Support Center New York doing break-fix work, LAN

upkeep, refresh work and backups for base wide databases. Provided customer service by receiving, entering,

routing, and tracking Public Works requests, including all electronic hardware and software for the United

States Coast Guard Academy.

Quality Assurance Inspections for 43 maintenance shops at the US Coast Guard Academy.

Responsible for coordinating relocation actions for military members from duty station to locations

throughout the United States

Responsible for correspondence, office supplies, supervised mail room activities and was responsible for

monitoring incoming and outgoing Fed Ex Packages

Handled 450 personnel records, Payroll and Benefits Counseling for 450+ military personnel

Handled a 30-line switchboard for a Coast Guard unit in New York City, New York that handled both routine

calls and emergency search and rescue calls for 18 months.

.

OTHER EXPERIENCES:

Yale Broadcasting Company 2007 – 2010

Volunteer On-air Personality / Mix show Disc Jockey / IT Assistant

Volunteer on air personality and mix show disc jockey at 94.3 / 1340 WYBC-FM / AM. Assistant to the IT engineer

assisting with local Desktop / network support issues and transmitter support both remotely and on site at the

transmitter tower building.

Superior Performance Productions/ Preferred Entertainment & Promotions

New Haven / New London, CT 1998 - 2007

Program Director / Assistant Manager

The Program Director/ On-Site Manager for two different entertainment companies,

responsible for overseeing 25 disc jockeys in 15 different venues. Handled all PC’s owned and

or maintained by the company including upgrades to hardware and software, which included

replacing video cards, sound cards, motherboards, and internal and external peripherals

EDUCATION

Housatonic Community College, Bridgeport, CT

Coursework towards A+ Recertification completed June 2008

Center for the Media Arts, New York, NY 1993

Associates Degree

Anne Arundel Community College

Emergency Medical Technician IV-Tech Coursework, Networking Certificate

United States Coast Guard

Standard Workstation System Operator Information Technology School (IT Tech)

A+ certification

Leadership and Project Management School

Administrative, Payroll, Personnel and Human Resources School (YN) “A” School

Contact this candidate