Engineer Project Manager
Resume:
ANDRE R. AUSTIN
Windsor Mill, MD 21244
************@*****.***
Resume of Andre Austin
PROFESSIONAL SUMMARY
Mr. Austin has over 20 years of technical experience in computer systems management; engineering, migrations and
technical support with emphasis on operations and infrastructure technology and support.
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, Mac OS
X,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 -2013, Office 365, Web Ex, Magic, SMS, Go to Assist, McAffee Enterprise antivirus, McAfee ePO
server, AVG Cloud Care Entreprise
CLEARANCE:
Public Trust title 6 –Issued by S.E.C 4/2011
Public Trust -Title 13 issued by OPM 01/09
NACI issued by USDA 8/09
CERTIFICATIONS:
LAN Manager CNE
Citrix Metaframe
Unicenter TNG
Windows NT-TS 4.0
Concord Net Health
Dell
Radiant POS & Kiosk
EDUCATION:
B.S, Computer Information Systems, Prairie View A&M, 1985
PROFESSIONAL EXPERIENCE:
Avid Practice December 2013 to Present
Baltimore, MD
Operations Lead
Responsible for day to day operations support in addition to the following
On boarding of new Windows and Mac customers
Enterprise antivirus management
Responsible for patch management and updates for all servers and workstations
Management of MacAfee ePO server for virus protection and encryptions
Management of 300 ePO clients
Management of AVG cloud care client
PC and Server 2012 build for external customers
Installation of network server, workstation
Troubleshooting of Windows and Mac workstaions and airbooks
Escalated remote customer support for external customers
Account management and development management customer
Implemented and installed Office 365 solution for document
Coordination of Dell part and warranty exchange
Documentation development
Development of helpdesk procedures and technical solutions for Jr staff member.
Marriott Corp / Judge June 2013 to September 2013
Bethesda, MD
Interim 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.
Scheduling of staff resources to process incoming migration request
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.
Tek Systems March 2013 to May 2013
Baltimore, MD
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
Aegon (contractor) Nov 2012 to March 2013
Baltimore, MD
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)
Windows and Mac workstation installation
PC imaging and reloading
Creation of user account on and administration of A.D
Provide updates to executive staff at weekly meetings
Overflow NOC support
Installation and support of Office 2010
Installation of Bloomberg workstation, both dedicated and software
Coordination of Dell part and warranty exchange
Documentation development
Development of helpdesk procedures and technical solutions for Jr staff member.
24x7 support
Dynatemp HVAC May 2012 to October 2012
Silver Spring, MD
I.T. Manager (Consultant)
Tasked with for setting technical direction for company implement new services management software for entire
organization. Responsibilities included but not limited to:
The development of project plans and timelines for server migrations
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
Migrations of 2003 SQL Database to SQL 2008
Exchange 2011 and SBS 2011 server support
Upgrade of infrastructure cabling for Cat3 to Cat 6
Upgrade and replacement of all network switches.
Installation of 300MB wireless network point to point and multipoint
Remote and desktop support for all users.
Mac hardware support
Setup of Smartphones.
Setup of corporate VPN
Securities and Exchange Commission (Apptis) April 2011 to May 2012
Washington, DC
IMAC Team Lead
Installation of new users
Coordination and scheduling of all interoffice moves
Development of interoffice move timelines and resources
Senior level support of window XP and Windows 7 customer (beta group)
Workstation installation
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
Installation and support of Office 2010
Installation of Mac OS9 workstations
Troubleshooting of Windows and Mac workstations
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
Ciena Corporation January 11 to April 2011
Linthicum, MD
Senior Help Desk Engineer
(See previous entry)
Peak Systems May 2010 to Nov 2010
Lead Deployment Engineer
(See previous entry)
Ciena Corporation March 2010 to May 2010
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
Peak Systems January 10 to May 10
Washington DC, - Baltimore, MD
Lead Deployment Engineer
Assigned to the Dell Corporation my duties and responsibilities consisted of but not limited to the following.
Deployment of over 1200 Windows 7 pc's for Citi Groups Hagerstown call center
Deployment of over 1500 Windows 7pc's for Medstar Hospitals including specialized machines for surgey, radiology and
research labs
Development of deployment, migration plans and schedules as well as WBS
Installation of network printers
Creating and adding of computer and user account thru AD
Imaging of predeployed pc's using Ghost, Altaris and SCCM
Provided departmental hardware inventories using the SCCM 2012 inventory manager
Staging applications for deployment via Altaris
Pushed applications to users using SCCM 2008 and Altaris
Reimaging of over 500 pc's for United Bank of Switzerland using Ghost
Fast Teks February 10 to Present
Baltimore, MD
Lead Field Engineer
Provide hardware installation of computer and network systems to business and residential customer
Repair of desktop and notebook computers
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
United Parcel Service (UPS) October 09 to March 10
Towson, MD
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 Duties
include but not limited to the following;
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 & reporting
Trouble shooting .Net, MSDE and MSSQL errors pre and post installation
U.S. Dept of Agriculture August 09 to October 09
Laurel, MD
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
U.S. Dept of Census January 09 to August 09
Suitland Federal Center
Tier 3 Support Engineer
Supporting the U.S. Department with the collection of the census information for 2010, my responsibilities included but
were not limited to the following:
Application support for all Census field personnel
Support of desktops, laptops and HHC (Hand Held Computer) for Census
Provide hands-on technical support to troubleshoot custom and COTS software,
Act as liaison between the Tiers I, 2 3 support teams to ensure proper ticket management and resolution.
Provide all customer interaction for Tier II and Tier III support
Remote desktop and server administration
Setup of desktop computer to adhere to FDCC standards where applicable
Adding and deleting of user account in Active Directory
Local and remote printer setup and administration
Development of knowledge database documents and provide the information to others on the team
Coordinate hardware maintenance, on site technicians and outside vendors for equipment installs and delivery.
Development of project installation plans and timelines
Assist with training others on the team and new members to the team on practices, procedures, and technical aspects of
the job.
United Parcel Service (UPS) Jan. 08 to Dec. 08
Towson, MD
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 Duties
include but not limited to the following;
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 support
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 & reporting
Trouble shooting .Net, MSDE and MSSQL errors pre and post installation
Extended Employment History
JP Morgan Chase Bank April 2007 to June 08 (Part Time)
Retail Account Executive
Global Mortgage Inc. December 2004 to November 2007 (Full Time)
Branch Operations Manager June 2002 to December 2004 (Part time)
ISSG
Consultant / Migration Engineer March 2004 to November 2004
BG&E
Consultant / Project Engineer September 2003 to February 2004
New Columbia Solutions September 2001 to September 2003
AARP
Consultant / Corporate Communications March 2002 - Sept. 2002
3H Technologies
Consultant / Project Manager April 2001 - November 2001
Mattress Discounters
Consultant / Manager Technology Services October 2000 - April 2001
Planning Technologies
Practice Manager
Network Management Systems Division January 1999 - October 2000
SPRINT INC.
Operations Manager October 1996 - January 1999
COMPUCOM, INC.
Consultant /
Field Services Project Manager February 1996 - October 1996
GENERAL ANALYTICS CORPORATION
Consultant / Sr. Technical Writer December 1995 to February 1996
THE WORLD BANK
Consultant / Business Engineer August 1995 - December 1995
BDM
Consultant / Technical Architect February 1993 to June 1995
EDGE SYSTEMS INC.
IRS ILAN Project Manager October 1990 - January 1993
SSC TECHNOLOGIES
Sr. Engineer February 1986 - October 1990
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