Project Manager Software

DEVERIL A. PHILLIPS

**** ********* ***. ************, ** 19143 ~ 610-***-**** ~ *********@*****.***

PROFESSIONAL SUMMARY:

Awarded, proficient, dependable and detail oriented team player, possessing excellent written and verbal communication skills. Performs installation, configuration, testing, backup, deployment and preventive maintenance of new, current hardware and software packages to maintain the maximum up-time, reliability, and security within the enterprise network environment production analysis. This includes troubleshooting, diagnosing, repairing, maintain and upgrading all workstations, devices, software and peripherals equipment to ensure an optimal enterprise environment. Troubleshoot problem areas via (service ticketing systems, voice-mail, e-mail or in person) in compliant with the client’s SLA in a timely accurate and proficient manner while providing the end-user with a point of contact for assistance when required. Achieve the testing, packaging, deployment, and support of Windows 7, Vista, XP, 2000, NT 4.0, Microsoft Office 2010, and other software packages. Work with the client to detect and troubleshoot issues with proprietary software applications and develop solutions that meet the end user requirements. Reports to management to discuss status of various projects and interact with all levels of the organization regarding network and end-user support issues. Safeguard the ability of the enterprise network to maintain the workstations connectivity, network printing and working backups of data for full data retrieval through daily backup and recovery procedures. Continually striving for excellence by improving existing systems processes by performing in-depth reviews and analysis of the needs of the client and the infrastructure of the network to streamline software patches, updates, deployment and the service ticking system in compliant with the Information Technology Infrastructure Library (ITIL)

TECHNICAL SKILLS:

Operating Systems: Windows 8, Windows 7, Windows Vista, Windows XP, Windows 2008 Server, Windows 2003 Server, Windows 2000 Sever, Android, Windows Mobile 6, Windows Mobile 5.0 / CE, Windows 3.1, 95, 98, NT 3.5 NT 4.0 MS DOS, MAC OS 9, OS X, Novell Netware 3, 4, 5 Linux 6.5, 7.1

Networking: Active Directory, LAN/WAN, DHCP, DNS, DFS, TCP/IP, WINS, LDAP, SMS, ISDN, DSL, T1, Ethernet, WiFi, SSL VPN, RIS, FTP, HTML, Archserve, Netbackup, Vantage, Bluetooth

Hardware: IBM, Dell, HP, Compaq, SUN, Cisco, Blackberry, Nortel, Building, Upgrading, Installing, Repairing, Maintain, PC Workstation, Laptop, PDA, Blackberry, Android Phone, iPhones, Pocket PC, PC Peripherals, Oscilloscope, Multimeter, Vom, Soldering Iron…

Software: Microsoft Sever 2008, 2003, 5.x, Microsoft SQL Server, Microsoft Office 2010/2007/ 2003 / XP / 2000 / 98, Microsoft Outlook, Remedy for ITSP 4.0, Track-IT, Microsoft Access, DBA, SAP, WordPerfect Suite, Lotus Notes, Antivirus, Norton Ghost, Microsoft, FrontPage, PC Anywhere, Remote Access, DameWare, Adobe Photoshop, Macromedia Dreamweaver, Flash, Fireworks, Bata tester…

Web: IIS, ASP, Front Page, Microsoft Visual Web Developer 2005, Java, .net, ASP.net

WORK HISTORY:

VARIOUS CLIENTS: ABBTECH Professional Resources, Inc

07/13 to Present DELL Windows Migration Tech Philadelphia, PA

CLIENT: DELL / ARI

CLIENT: DELL / AECOM

CLIENT: DELL / MARSH & McLENNAN COMPANIES

Install and Configure Systems BIOS to use SATA Operation

Install and Configure Systems USB 3.0 Express Card

Prepare Systems for Refresh Build with USB Staging Flash Drive

Perform Windows 7 Pre-Migration Health check

Connect Deployment DAD Drive to Sync New Systems for Region i.e.(OpCo. Office Location, Windows Domain, Regional Settings and Keyboard Layout)

Run IMS Update for User's Workstations Copy and Configure User's PST / OST files to New System

Connect to User's Legacy System to Backup Data and Settings

Restore User's Data and Settings to New Systems

Update and Configure User's Outlook, Browser, VPN and Wi-Fi Connections, Plug-ins and Settings

Install and Configure User's Data Encryption

Responsible for prompt accurate status and feedback on issues to the management

Documents Systems Information and Desk Side processes, procedures and actions in DELL CDM Dashboard

Prepare Legacy Systems for return Removing Data from System drives using DOD approved method

Travels outside the support region to assist in the installation and configuration of equipment for special projects or for other work as requested.

Mindlance, Inc

09/13 to 12/13 Desktop Support Tech Camdem, NJ

CLIENT: Campbell Soup

Resolves both PCs Macs and network issues.

Provides Level II support to Service Desk for PCs, Macs, Network and Peripheral related issues.

Installs hardware and peripheral components such as monitors, keyboards, printers at user premise.

Loads specific software packages, such as OS, Office in managed environment.

Instructs users in use of PC hardware, software and manuals.

Ensures all workstations are in strict compliance with software copyright laws and takes corrective action as necessary.

Provides technical support for end user inquiries in person or via phone concerning systems operations.

Performs remedial tasks to correct workstation problems based on knowledge of systems.

Ensures problem resolution information is updated in ticketing tool.

Responsible for setting up new employees on time.

Provides support for all Store Equipment.

Responsible for hardware decommissioning and the documentation to ensure inventories are up to date.

Escalates major hardware, software or server issues to SR or Lead Tech and/or Project Manager or forward request to supporting department.

Responsible for basic Layer II switching, configuration, implementation and support.

Assists WAN group with diagnosing network issues.

Assists Telco group with diagnosing Telco issues.

VARIOUS CLIENTS: Artech Information System

07/10 to 04/13 Desk Side Support Rep Philadelphia Tristate Area

CLIENT: IBM DSR Amerisourcebergen

CLIENT: IBM DSR USI Domain Migration to IT Services Domain AT&T

CLIENT: IBM DSR Amtrak

CLIENT: IBM DSR Ace Insurance Group

Receive and respond to services desk problem queue, incoming calls, pages, and e-mails regarding problems with workstations and network issues

Provide remote and or desk side testing, troubleshooting and monitoring to resolve systems’ problems and issues on the network

Ensure timely escalation of customers’ issue by assigning the calls to the appropriate priority target and resolution

Troubleshoot install, configure, test, maintain, and monitor end-user workstations and related hardware and software in order to deliver the required desktop service levels

Responsible for refreshing corporate workstations imaging, updating, configuring and deploying of desktops and laptops and migration to Windows 7

Add workstations to domain, Reset passwords, configure accounts using AD (Active Directory) configure VPN and wireless connections and troubleshoot connectivity issues to the business networked resources and shares Perform upgrades and updates to workstations including the installation of CPUs, I/O devices, NIC cards, hard drives, ribbon cables, RAM, memory chips, CD_ROMs, etc…

Resolve problems in the Microsoft Windows Sever environment includes, interfacing with ManageNow problem queue for the required response of incoming and preexisting issues as per SLA

Responsible for prompt accurate status and feedback on problems to the customers and management

Documents problem ticket Desk Side Support processes, procedures and actions through to the call resolution

VARIOUS CLIENTS: Peaks Systems

03/10 to 07/10 Lead PC Support Tech Philadelphia Tristate Area

CLIENT: HP JPM Chase Refresh Project

CLIENT: Dell UBS Deployment Project

CLIENT: Dell- Wet Seal Register installation Project

Received and organize equipment into warehouse for inventory, testing and storage

Responsible for de-installing existing legacy equipment and installing the new replacement systems

Remove data from disks with DOD approved method

Input hardware configurations into AIMS

Analyze and prepare systems for configuration and testing or recycling

Install Memory upgrades in additional existing Desktop systems on sites

Install printers, PDA, Smart phones and additional peripherals to workstations

Configure Lotus SameTime Instant Messenger, Activate Internet Explorer Intranet profile to use Single Sign-on

Copy Notes Database settings from legacy PC to new PC Check Data folders and applications for accessibility

Check for Network drives mapping and Network shares accessibility

Perform on-site analysis, diagnosis and resolution of computer desktop problem for end-users and implement or recommend corrective solutions

Perform upgrades to PC including the installation of CPUs, I/O devices, NIC cards, hard drives, ribbon cables, RAM, memory chips, CD_ROMs, etc…

Repair computer hardware, including desktops and laptops

Provide next day support for end users who may encounter issues, resolved or relay any issues that need to be escalated

Source One Staffing Solutions LLC.

06/09 to12/09 Technical Support Specialist Paulsboro, NJ

CLIENT: UPS MAIL INNOVATIONS

Responsible for all aspects of mechanical and electronic maintenance the of Pitney Bowes Olympus FP, VariSort, and APS production mailing system

Perform Preventative Maintenance (PM) and calibration of equipment as required

Examine and interpret data logs files to perform test, troubleshoot and resolve equipment malfunctions to assure product performance integrity.

Read and processes electronic schematics of digital, analog, and mechanical devices to component level.

Sets up, configures, and supports mail scan workstations and peripherals to the network.

Maintains all systems, applications, security, and network configurations.

Troubleshoots workstations performance issues and creates and maintains a disaster recovery plan.

Install upgrades, patches, and new applications and equipment.

Provides technical support and guidance to end-users.

VARIOUS CLIENTS: Genesis 10

04/09 to 06/09 Lead PC Support Tech Philadelphia, PA

CLIENT: COMPUCOM

CLIENT: PNC

Locate all PCs to be replaced

Install Teller/Universal 1 and complete all steps Teller/Universal workstations before any of the other systems at the branch are brought on-line (powered up

For those new PCs that have MS Office installed verify that Office is installed & that the icons are on the desktop for the use

Install, configure, test, maintain, monitor and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels

Diagnosis, Troubleshoot, and Resolve any network connection issues (LAN connectivity)

Lead Tech needs to call in to Command Post at intervals to give updates must provide status how many team has completed for Teller PC’s Platform PC’s Universal PC’s Web stations

Complete the Site QA Worksheet for each site accurately and completely

Call Bridge to report “on-site” technicians when they arrive and report the time for technicians

VARIOUS CLIENTS: Robert Half Technologies

05/08 to 11/08 Desk Top Support/Help Desk Philadelphia, PA

CLIENT: JENNEY MONTGOMERY SCOTT

CLIENT: PYN, INC

Coordinate upgrades of computer equipment and software

Responsible for imaging and configuration of desktops and laptops

Install, configure, test, maintain, monitor and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels

Perform on-site analysis, diagnosis and resolution of computer desktop problem for end-users and recommend and implement corrective solutions

Perform upgrades to PC including the installation of CPUs, I/O devices, NIC cards, hard drives, ribbon cables, RAM, memory chips, CD_ROMs, etc…

Receive and respond to incoming calls, pages, and e-mails regarding desktop problems

Log all customer problems and tracks the calls through to resolution

Responsible for Server and PC hardware troubleshooting, upgrades and installation, including various RAID types, firmware upgrades, BIOS updates, etc.

Answer to and perform moves, adds and changes (MAC) request as they are submitted by Help Desk

Accurately document instances of desktop equipment or component failure, repair, installation and removal

Conduct research on desktop products in support of PC procurement and development efforts

Resolve problems in Microsoft Windows Sever environment includes, interfacing with Remedy, for ITSP for call management

Monitor system performance and capacity to meet service level commitment for efficiency and stability

Maintain Microsoft Windows Server networking capabilities using TCP/IP and LAN/WAN routing systems

Provide on-site or remote monitoring, testing, and troubleshooting of systems on the network

FTP updates and documents to clients web site to maintain current site information

Responsible for prompt accurate status and feedback on problems to customers and management

Accurately document instances of desktop equipment or component failure, repair, installation and removal

Insight Global, Inc.

01/08 to 05/08 Desk Top Support/Help Desk Philadelphia, PA

CLIENT: COMPUCOM SYSTEMS / WACHOVIA

Coordinate upgrades of computer equipment and software

Coordinate and implement backups of user data and email on desktop

Responsible for imaging and configuration of desktops and laptops Installations

Configure, test, maintain, monitor and troubleshoot end-user workstations and related hardware and software issues in order to deliver required desktop service levels

Perform on-site analysis, diagnosis and resolution of computer desktop problem for end-users and recommend and implement corrective solutions

Perform upgrades to PC including the installation of CPUs, I/O devices, NIC cards, hard drives, ribbon cables, RAM, memory chips, CD_ROMs, etc…

Receive and respond to incoming calls, pages, and e-mails regarding desktop problems

Log all customer problems and tracks the calls through to resolution

Ensure timely escalation of customer problems by assigning an appropriate priority and resolution target

Documents Help Desk processes, procedures and resolution information

Responsible for prompt accurate status and feedback on problems to customers and management

Answer to and perform moves, adds and changes (MAC) request as they are submitted by Help Desk

Accurately document instances of desktop equipment or component failure, repair, installation and removal

Conduct research on desktop products in support of PC procurement and development efforts

Judge Group

07/07 to 01/08 Exchange Server/Help Desk Philadelphia, PA

CLIENT: SEPTA

Implement Microsoft Exchange Server software to meet SEPTA specific computing need including MS Outlook web access

Maintain Microsoft Windows Server applications to maximize utilization of processor and storage resources

Administer information security practices for protection of data using knowledge of Active Directory, NDS, and LDAP

Installation and functional management of OS and applications which defines SEPTA Microsoft computer environment

Generate User accounts and passwords and address Network connection issues

Perform other duties as assigned/required including “on-call” response to service implementation or restoration issues

Resolve problems in Microsoft Windows Sever environment includes, interfacing with Remedy, for ITSP for call management

Monitor system performance and capacity to meet service level commitment for efficiency and stability

Instruct computer operations, project services and technical support personnel in the use of Server system utilities

Maintain Microsoft Windows Server networking capabilities using TCP/IP and LAN/WAN routing systems

Tape management for backups, cycles tape cartridges and identifies general media and hardware issues to include back-up restore

TAC Worldwide

09/06 to 06/07 Technical Support Specialist Camden, NJ

CLIENT: Unisys / DELL

Provide technical support via phone, remote assistant 2nd level platform support, including on-call pager notification and support.

Network administration (all administration aspects of user-ids, groups and rights) Network connection issues

Install and maintain operating systems and network software (Filtering, Service, Virus Protection, and Anti-Spam)

Install and maintain network services (VPN, NAT, DHCP, DNS, and WINS)

Install and maintain Computers (Workstations, Laptop, PDA, Pocket PC, PC peripherals)

Install and maintain network hardware

Diagnosis, Troubleshoot, and Resolve network connection issues (LAN connectivity)

Provide on-site or remote monitoring, testing, and troubleshooting of systems on the network

Provide training and technical assistance on software operations and function to employees

Install, configure, test, maintain, monitor and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels

Perform on-site analysis, diagnosis and resolution of computer desktop problem for end-users and recommend and implement corrective solutions

EDUCATION:

Associates Degree in Electronic Technology

DeVry Technical Institute, Woodbridge, NJ

Major: Managing Information Systems

Computer Learning Center, Philadelphia, PA

CERTIFICATIONS:

IBM Corporation: Certificate* ThinkPad / Value Point systems Technician

Compaq Corporation: Certificate* Deskpro Workstations Technician

Dell DMS: Certificate*Soft Skills

Epson America, Inc: Certificate* Advance Printer Repair

G.E. Ericsson: RF Testing and Troubleshooting

Productivity Point: Supporting Windows NT, Supporting Windows, Supporting Microsoft Office Suite, Microsoft FrontPage

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