Desktop/System Engineer

ALEXANDER K. WILSON

**** ******* **** ***** - ********** - GA - 30039 - 404-***-**** - ********@*********.***

EDUCATION BS in Computer Information Systems, June 1997

DeVry Institute of Technology, Atlanta, Georgia

* GPA: 3.0/4.0 * Dean's List

CONTINUING

EDUCATION * CompTIA Security+

* CompTIA Network+

* Implementing Microsoft Office SharePoint Server 2007, February 2008

* Implementing Windows SharePoint Services 3.0, February 2008

* Planning, Implementing, & Maintaining a Microsoft Windows Server 2003 Active Directory

Infrastructure, May 2005,

* Maintaining a Microsoft Windows Server 2003 Environment, July 2004

* Managing a Microsoft Windows Server 2003 Environment, March 2004

* Implementing & Supporting Microsoft Windows XP Professional, December 2003

* Project Management, October 2003

* Cisco Certified Design Associate (CCDA), April 2003

* Cisco Certified Network Associate (CCNA), January 2003

QUALIFICATIONS Hardware: Cisco Routers, Cabletron Smartswitches & Hubs, Compaq Deskpro

workstations, Compaq Proliant Servers, Pentium PC's, Compaq DLT Tape Library, Digital

Servers, Toshiba Laptops, HP Kayak XU, XA & XW workstations, IBM RS/6000 Servers,

hardware & ThinkPad laptops, Palm PDA, Cisco Wireless AP, RIM Blackberry, Mac

Network Protocols: TCP/IP, DHCP, WINS, RDS, RDP, DNS, FTP, HTTP, 802.11

Languages: Visual Basic, COBOL, and C++

Operating Systems: Windows NT 4.0/2000/XP Professional, Windows 7, Windows 3.1-

ME, NetWare 3.12, DOS, AIX, Apple OS X, OS2 Warp, Palm OS, Microsoft Windows

Server 2003-2008

Programs: Microsoft Office 97-2010, ArcServe 6.5, Microsoft Exchange 5.5, Microsoft

SMS, Lotus Notes 4/R5, SharePoint, VMWare, SQL Server 2005, IIS, Citrix

MILITARY Medical Administrative Specialist (E-4) September 1987-1991

U.S. Air Force, Shaw Air Force Base, South Carolina

* Supervised 4 lower ranking airmen on night shift in medical records

* Conducted Quality Assurance checks on medical records

* Managed Admissions and Dispositions during Desert Storm

* On-call ambulance driver for Air-Evacuation Medical Unit

* Honorable Discharge

EMPLOYMENT July 2014 – Present

Apple Mac Expert,

Adept Information Group/Apple Inc, Atlanta, Georgia

* Provide sales support for all Apple products

* Provide Apple customers with a first class experience when trying to decide on which

Apple products to purchase

* Work with customers on a technical level to resolve issues ranging from OS

Installations, configuring wireless LANs to hardware and service issues

* Assist customers with hardware/software recommendations which would better suite

their business or home computing environments to improve performance, productivity

and functionality

* Troubleshoot problems with sales or service via phone and forwarded to the

appropriate Apple agent for problem resolution

November 2010 – February 2014

Network Engineer III

iSupport Administrator,

Center for Disease Control and Prevention/ Northrop Grumman, Atlanta, Georgia

* Designed and planned network communication systems

* Provided specifications and detailed schematics for network architecture

* Provided specific detailed information for hardware and software selection,

implementation techniques and tools for the most efficient solution to meet business

needs, including present and future capacity requirements

* Conducted testing of network design

* Maintained technical expertise in all areas of network and computer hardware and

software interconnections and interfacing, such as routers, multiplexers, firewalls,

hubs, bridges, and gateways

* Evaluated and reported on new communication technologies to enhance capabilities of

the network

* Performed application vulnerability scan with ISSO security steward using IBM

Appscan

* Worked with security steward on high vulnerabilities found in Appscan results to clear

application recertification for ATO

* Created user profiles and granted user access to groups within iSupport development

and production environments

* Monitored ASK incidents in iSupport Admin group

* Created and configured development and production environments of iSupport

* Developed and maintained instances of iSupport for various CDC customers

* Assisted with onsite iSupport training class for new reps and users

* Configured exchange account to use IMAP4 for new iSupport environments

* Participated in demo of iSupport for new environments when being reviewed by a

potential CDC customer

* Assisted with the periodic upgrades and implementation of iSupport versions in,

development and production environments

* Performed software installations, and liaised with the vendor regarding system

modifications

* Created custom reports with ad-hoc SQL Reporting Tool for customers and

management

February 2002 – November 2010

Desktop Support Engineer III,

Center for Disease Control and Prevention/ Dell Government Services, Atlanta, Georgia

* Ghosted and configured 300 HP laptops for deployment to field staff

* Deployed new HP desktops to the user environment

* Supported CDC Information Technology systems, services and infrastructure

* Developed a database using Microsoft Access which kept track of all new laptops

being deployed to field staff & old laptops returning from the field

* Self assigned tickets from customer's who placed a call to the helpdesk portal

* Performed problem determination assessment via phone

* Assisted users with issues ranging from network connectivity to application support

* Triaged calls placed in Service Center to appropriate technicians

* Maintained user accounts within Active Directory

* Maintained access rights to Level I, II, and III COTS software

* Setup and maintained the contents of Level III COTS software for the Chamblee Campus

* Trained and tested the Nortel MCS Multimedia Web Client for CDC deployment

* Provided desktop support to Corporate Square, Chamblee and Koger Campus computing

environment

* Used Microsoft System Management Server to remotely connect, access, troubleshoot and resolve

software or hardware configuration related problems

* Assisted customers with hardware/software recommendations which would better benefit their

computing environment to improve productivity, functionality and performance

Oct 1999 – Sep 2001

Software Test Engineer/Tier III Support,

IBM Global Services SMS Center of Excellence/Lucent Technologies, Atlanta, Georgia

August 1998 – Oct 1999

RS/6000 Remote Server Support Technician,

IBM Global Services, Atlanta, Georgia

* Responsible for troubleshooting installation, configuration, of hardware/software by diagnosing &

resolving IT problems

* Troubleshot problems via phone on RS/6000 servers within AIX

* Assisted IBM customers with issues concerning the RS/6000 hardware

* Performed call screening and problem determination assessment on

RS6000 servers before dispatching to a Customer Engineer in the field

June 1997 – August 1998

Associate LAN Administrator,

Texaco/Star Enterprise, Norcross, Georgia

* Installed and set-up new NT 4.0 workstations and laptops

* Assisted with daily LAN operations

* Responsible for disaster recovery and server tape back-up system using ArcServe 6.5

* Assisted in multiple city NT 4.0/Win95 rollout and token ring to Ethernet conversion

* Maintained latest software/hardware upgrades for servers, workstations & laptops

* Setup and configured desktops and laptops to connect to Microsoft Exchange

5.5 through local LAN and dial-up connection

* Supported 250+ users locally and 150+ users at remote offices and terminals

through dial-up connections using Citrix Winframe

* Installed, supported and trained user on MS Office 97

* Used Microsoft SMS to monitor desktop's performance, track drivespace and

inventory hardware/software

* Planned and took part in a 5 person migration team that traveled to Boston, NJ, Dallas,

Connecticut, Charlotte and Florida to migrate/upgrade users to Ethernet, Windows NT 4.0 &

Microsoft Exchange 5.5 .

* Responsible for troubleshooting installation, configuration, of hardware/software by diagnosing &

resolving IT problems

* Trained users in classroom setting on new applications after deployment

* Developed a streamlined process of migrating a large number of desktops & laptops using Ghost,

Disk Image Pro and LapLink, which minimized the amount of time needed to complete a given site.

* Assisted helpdesk/desktop support group with complex issues regarding retrieving of users files

from backups & desktop connectivity issues to the LAN/WAN

February 1997 – June 1997

Internet Support Specialist,

MCI, Roswell, Georgia

January 1994 – May 1997

Computer Specialist (Internship/Workstudy),

VA Medical Center, Decatur, Georgia

SHORT TERM

PROJECTS Credit Union Technical Liaison, March 2001 – June 2012

Petroleum Associates FCU, Norcross, Georgia

* Installed and configured new Dell workstations

* Installed new MICR printers

* Maintained and supported hardware replacements and upgrades

* Served as a technical liaison for the credit union’s VP on setup and issues regarding the

secure VPN with the Federal Reserve bank and the credit union to ensure ACH transmitting.

* Troubleshot issues behind the teller line on desktop applications

* Worked with Fiserve on issues with Galaxy Plus

* Installed Cisco routers for Federal Reserve upgrade and decommissioned old routers

to be returned.

Server Installation Technician, May 2002 – November 2002

SunTrust Bank/Comsys, Atlanta, Georgia

* Installed new Compaq servers, and branch processors

* Installed new Compaq desktops

* Installed new Lexmark MICR printers

* Decommissioned old equipment to be returned to inventory

* Troubleshot connectivity issues to the patch panel, routers and servers

* Test installed bank applications before releasing bank over to the manager & users

* Provided next morning support to ensure installation was successful

& bank was left in operational condition

Migration Technician, February 2002 – May 2002

Lucent Technologies/Parity Teltech, Atlanta, Georgia

* Assisted in multiple city domain migration

* Provided 2nd level support to users that called into the helpdesk

* Assisted in migration of 2000+ users from Microsoft Exchange 5.0 to Outlook & Office 2000

* Installed and set-up new Windows 2000 workstations and laptops

* Took part in a 5 person migration team that traveled to Somerset NJ, & Boston MA

to migrate/upgrade users to new domain and Office 2000

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