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Technical Support Project Manager

Saint John, Indiana, United States
January 27, 2017

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Team Leadership • Senior Level Technical Support • Vendor Relations • Training

Project Planning/Deployment • System Conversion • Product/Software Rollout

TECHNICAL PROFESSIONAL with experience installing, upgrading, troubleshooting, configuring, and supporting network operating systems, servers, software, hardware, and computer peripherals.

Recognized for expertise in leading teams of technical support associates and maintaining efficiency and reliability of network environments/infrastructures.

Demonstrate a sense of urgency in diagnosing system problems and resolving complex technical issues in a timely fashion to minimize system downtime.

Attentive listening and articulate communication skills applied to guide technicians and clients in isolating problems and implementing strategies to restore systems to optimum functionality.

Consultative approach in working with customers in rapidly changing environments with shifting priorities.

Train executives, technicians, and end-users to maximize utilization of technology functions. Clearly convey complex technical information to people at all levels.

Meticulous organization skills used to meet critical deadlines; willingly accept increased levels of responsibility; dedicated and persistent with a strong work ethic.


M.S in IT specialty; Network Architecture • Capella University Minneapolis, MN

B. S. in IT specialty; Assurance and Security • Capella University Minneapolis, MN

Microsoft Certified Professional (MCP) Exam 70-270


Right Staff

(Contractor)Signature Graphics / Windows Administrator Chesterton IN 11/16 to

Provided technical support for over 100 users in a manufacturing environment.

Interface directly with end users and other IT groups to ensure complete resolution of server issues reported through the Footprints’ Help Desk tracking system

Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.

Perform system changes following existing change management processes.

Demonstrate the ability to time-manage and prioritize, take a proactive approach to improving services.

Install, configure, and manage VMware environment.

Provide Tier 2/3 technical support in Win 7, Win 10, and MAC environment.

Diagnose problems on ESXi5 hosts, troubleshooting issues, using various resources and documentation.

Provide Tier 2/3 technical support regarding virtualization issues.

Responsible for trouble-shooting and configuring IP Phones within the Avaya Phone environment.

Troubleshoot interoperability and performance issues.


(Contractor) Network Administrator /Dept. Of Children Services Gary IN 2/15 to 9/16

Assisted vendors and management with the remodel of the entire DCS building in Gary IN, which consisted of over 300 users.

Remodel included upgrading the entire network, computer refresh and movement of employees from permanent to temporary locations onsite.

Troubleshooting malfunctions of network hardware and software applications.

Providing Help Desk support level I, II and III during the project.

Providing support to all Mobile devices including Apple and Android products.

Assisted in establishing networking environment by designing system configuration directing system installation, defining, documenting, and enforcing system standards.

Install and upgrade the systems with virus protection software, spyware protection software.

Maintained Laptop and Desktop inventories which was essential when returning obsolete equipment.

Provide AD support and maintenance.

Created and maintain updated Ghost images for the laptops.

Provide Office 2013 rollout and training classes for the staff.

Project manager on Area Access Management

Project manager on Computer Refresh project.


(IBM Sub-Contractor)Team Member/NiSource Merrillville IN 3/14 to 12/14

Provided desk side support (DSS) for various NIPSCO (Northern Indiana Public Service Company employees.

This activity involved imaging desktops\laptops; backing up client data; application remediation; break/fix support; and general supervision of short term technical personnel.

Participated in the equipment refresh program for Resource IT.

Replaced computer equipment at the end of lifecycle which included backup and restore of client data as well as reconfiguring new Lenovo desktops/laptops

Tracking all work performed in the ISM ticketing systems

Providing the highest level of customer support and support to the user

Providing Help Desk support level I, II and III after the migration is complete.

Interfaced with C-Level Executives to schedule migrations and downtime with their staff.

Providing support to all Mobile devices including Apple and Android products.

Maintained effective communication with Users, Management and Team Members

Staff Source

Temporary IT Support Network Administrator/Engineer Continental Midland 5/13 to 2/14

Interfaced with C-Level Executives and staff to help resolve hardware and software problems.

Win 7,Win 8 Desktop and Laptop imaging with Ghost and Windows Automated Installation Kit (WAIK)

Diagnose and take correction actions to resolve desktop hardware and software issues.

Follow set procedures to replace or place appropriate service calls to have equipment repaired

Configured and installed Cisco 2960 switches which replaced Dell Power Connect 5234 switches

Documented and tracked Helpdesk tickets through Zendesk

Hardware and OS update from Win Vista to Win 7 Pro for over 50 Dell Workstations.

Configuration of new Mobile Devices and phones for testing and deployment.

Datalogics Inc. 8/11 to 4/13

Information Technology Manger

Responsible for one direct report.

Responsible for operation support in a multi-platform environment which included Unix OS’s Solaris 9, Solris10, AIX 6.1, Mac, Windows and EMC NAS support.

Responsible for all procurements and Vendor support

Provided highest quality support and training to C-Level Executives which included configuration of new Mobile Devices and phones

Responsible for deployment HP Elite Books, Elite desktops and trouble-shooting existing software and hardware. Performing all required updates as directed by support engineers and developers.

Responsible for all backups which included Netbackup 6.5, 7.5 for all Windows and UNIX servers.

Researched new effective technologies for the corporation which included backup strategies, applications and the deployment of a new VOIP system which will be implemented later this year.

Planned and performed the implementation of a new network infrastructure design to replace the outdate equipment and IP scheme.

Implemented a new DHCP, Active Directory and Firewall Microsoft ISA 2006 servers.

Coordinated with vendors and management to achieve PCI Compliant Status.

Coordinate with Cisco Technicians on the configurations of new 3750X series layer 3 switches.

Coordinate with EMC on the installation and purchase of new Disk Array for the Celera NX4 unit.

Research, development and testing of various NAS units to replace the EMC unit in the future.

Technical support for VMware ESXi 1 host 27VM’s

Created and implemented a Backup strategy for VMware host.

Implemented a Cisco WLAN for the organization.

Educational Commission for Foreign Medical Graduates 5/04 to 11/10

Testing and assessment commission for foreign medical graduates entering U.S. programs.

IT Support Specialist – Client Services Information Services

Deliver responsive (24/7) first, second, and third level helpdesk support to 20 full-time and 100+ part-time employees and maintain 90 computers and 24 servers for optimal reliability. Schedule and manage vendor assignments to ensure optimal performance of Dell equipment, HVAC systems, and building functions. Schedule and perform system backups and upgrades.

Established computer operations at newly-opened regional facility (Chicago); met aggressive timeline for setup, test, and launch. Surpassed corporate dependability objectives.

Rolled out WinXP, including Dell 755 desktops and Dell Latitude D600 laptops, center-wide. Created WinXP images for center and remote sites. Rollout exceeded timeline objectives.

Rollout MS Office 2007 Professional which included Outlook 2007, performed in house training and provided documentation on all MS Office products.

Assisted remote users with Office Outlook Web Access ver. 2007 trouble-shooting.

Assisted with migrating users Mailboxes to the new Exchange server and performed successful trouble-shooting with any issues that occurred during the migration.

Collaborated with Operations Team in replacing outdated Dell Servers.

Installed and support Dell Poweredge servers in a Win2003server environment; support Active Directory; provide Server and Desktop support through Remote control LANDesk v.8.80.

Resolve escalated helpdesk issues; document and coordinate helpdesk repair tickets. Commended by senior management for systems reliability and advanced technical knowledge/abilities.

Train and support a large transient work force to maintain high quality and productivity standards. Set up and coordinate vendor training for new employees; instruct staff and new hires on in-house applications. Training initiatives improved staff proficiency and productivity on all systems.

Aon Corporation 1/96 to 8/03

Risk Management, Reinsurance, Human Capital Consulting Company

LAN Administrator II Team Leader

Led teams of 6-8 consultants in supporting computer operations for 300+ users in Payroll, Human Resources, and Internal Audit departments while maintaining high quality services. Troubleshot second and third-level support issues.

Responsible for Team members insuring quality of support

Performing software installations and updates as requested by department leaders.

Server maintenance, which included OS updates, software installations, ID and disk, space Administration in a Novell 4x-5.x, Win 2000 and WinNT 4 server environments.

Configuration of new hardware, which included Microsoft OS Windows9x, Windows NT, Windows 2000 and WinXP. Configuration of custom applications, Lotus Notes version 4x, 6, Vantive and Microsoft Office Suites.

Installed/configured 5 Dell 2650 servers in a Win2000 server environment, plus HP LAN printers.

Performed timely Server maintenance, including OS updates and software installations.

Moved, imaged or ghosted, configured and deployed 550+ new workstations at the new Aon Center complex during period of aggressive growth and acquisitions.

Trained LAN Administrators in troubleshooting and installation procedures in remote locations. Created PeopleSoft installation documentation and training CD’s.

Procured/installed/configured computer hardware (desktops, laptops, servers, printers) and hand-held devices (Palm Pilots, CD devices).

Troubleshoot LAN outages and TCP/IP connectivity problems.

Configured Pal, VPN, and RAS remote dial-in access. Trained executives and created documentation.

Executed 2000+ helpdesk support calls within an 8-month period at Aon’s corporate helpdesk.


Army Reserves • Honorable Discharge

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