SUMMARY

A highly motivated technical support professional, strong verbal, listening and written skills, comfortable in interacting with all levels of the organization and the public and able to negotiate and problem solve quickly, accurately, and efficiently as a Help Desk Analyst. I have been trained to troubleshoot and support printers; HP/Dell/Lexmark and Multi-Function Printers, replace and fusers, rollers, maintenance kits and etc. Experienced in; All functions of Data Center Operations, HW/SW, Helpdesk, Desk Side Support, Desktop Support, Desktops, Laptops, Troubleshooting Networking Connectivity issues and Break-fix. In addition, I have aided in PC Migrations Rollouts through Active Directory & SCCM, Bit Locker Administration, SCCM ODS TS & AD for Windows XP, Windows 7, Windows 8 and Windows 10 & 11, as well as MDT (Microsoft Deployment Toolkit), Symantec Ghost software, inventory and warranty compliance. Another part of my training included mobile devices, configuring Office/365 and ensuring network connectivity to Droids, Blackberry, iPhones and Tablets supporting American Airlines. I have had extensive CCNA training through Vlan/Lan-Wan Professional Boot Camp configuring protocols for Cisco Routers & Switches. I have also had extensive training installing, configuring, and testing SQL Server 2008 & 2012. Experienced using remote utilities to support end-users. Proficient in Microsoft Windows Operating Platforms XP, 7, 8 & 10 Apple OS/Mountain Lion Microsoft Office 2003/2007/2010/2013/2016. Looking for a position commensurate with my education and experience.

TECHNICAL SKILLS

Networking & Applications Installation, Configuration, Testing, Deploying, Migrating and Troubleshooting

Installation, configuration, testing, deploying, management of MS Windows 2010, 2008 & Win 7/Exchange Server, 2010 & 2013 as well as Skype for Business 2010/2013 including SQL Server 2008 & 2012 with Office 365/Install Virtual Servers via VMWARE by EXCHANGE HUB up to configuring Red Hat Linux 9.0, Ubuntu, Fedora Core X, Cisco IOS, Apple Mac 10X, MS Office for MAC & networking for PC LAN & VLAN, VOIP.

Troubleshooting hardware and software problems in a network environment including Intel x86 PC’s, Cisco routers, hubs, switches, MS Office 2010, 13 & 16. Internet Explorer, MS Visio, Application Installation & Testing

Able to upgrade PCs, both hardware and software. Monitor Utilities Raised Floor Water/Air/Physical Security

Proficient in Windows 11,10, 8, 7, XP, 2000 Enterprise, MS Office suite 2003, 07, 10, 13 & 16, Office 365 and some applications for managing and maintaining MS Server 2003, 2008, 2012 R2, SQL Server 2008 & 2012. Operation and Maintenance of Tivoli Storage Manager, Oracle E-Business Suite, Sales Force, HPAM

Installation of components related to desktop and laptop computers, hardware and software and configuration.

Restoring Operating System images to multiple computers at one time utilizing Microsoft Server, Open-source Clone system IBM Clonezilla server, Symantec Ghost & performing image wiping on multiple computers with “G DISK”

Mainframe/Data Center

Hardware: Unix, HP, NT and Novell servers, Tape drives 3590, CMOS 2064, Coupling Facilities 9672, ESCON directories 9032, IBM dummy terminals 2074 Sysplex timers 9037, Tandem tape drives 3840 and 5190, Guardian O/S G06 03, Regatta, Host- RISC/AIX O/S, Silo LTO 3584, Tapes drives (24 total) Utltrium 2, EMC, DASD, devices, 8830 & SYMM-6, Storage Tek silos 9130 and tape drives 9490 Operation and Maintenance XEROX Docuprint 96 MX, IBM 6400 Line/Dot Matrix Printers, HP laser printers,4350,4250 DTN, Lexmark MFP’s

Operating Systems and Software: IBM 3090, MVS/ZOS 390/JES2, Lotus Notes, Microsoft Excel, Zeke/ZEBB, CA-7, Microsoft Word, HMC version 1.8.1, monitored security cameras on data center floor, Netcool, Vantive & Maximo (open, track and close tickets), AS400 tape drives 830 Production System AS/400, version V4R5, Backup and Development System, Alert Monitoring system, Microsoft Outlook Express/Office 365, Active Directory, Microsoft Deployment Toolkit, Word 2010, 13 &16. Familiar/w DB2 Driver installation and testing, entry level database management, SQL, VB & MS Access, and Epic.

Brokerage/EF Hutton/Smith Barney 10 years

Processed the opening of New Accounts. Maintained required account documentation, processed incoming Stock Certificates, processed incoming checks, sent Stock and Municipal trades to appropriate floors.

Sent notification of Margin Accounts.

COMMUNITY

Neighborhood Watch Lead Captain Cobblestone Glen Community 2007-2013

Board of Directors Cobblestone Glen Homeowners Association 2007-2013

EDUCATION

Earned PHD in Christian Counseling Restoration Theological Seminary July 2021

Earned THD in Theology Magna Cum Laude Restoration Theological Seminary 2020

Earned MBA/MSM (Information Management) GPA 3.73 Argosy University Atlanta 2012

Earned BS Degree Information Systems Security GPA 3.66 ITT Technical Institute 2009

Earned AS Degree Information Technology/CNS GPA 3.69 ITT Technical Institute 2006

Membership to Sigma Beta Delta attending Argosy University PHD GPA 4.0 2013

Member of National Technical Honor Society ITT Technical Institute 2006 & 2009

MILITARY

U.S. Marine Corps 9-1977/8-1981

LVT-P7 Crew chief at various duty stations throughout the United States and the world. Honorably Discharged

EXPERIENCE

Windows 11 Toughbook Deployment Technician Feb 2023 - Apr 2023 Contractor Pyramid

Atlanta Metropolitan Area

Receive Panasonic Toughbook and docking station inventory for deployment.

Configure Toughbook software via SCCM and verify Verizon WWAN card presence.

Install docking stations when needed.

PC Support Technician Equifax December 2021 to January 2023 (G-Suite Environment)

Re-image Windows 10 laptops as well as test images on (Lenovo, Dell, and HP).

Install and troubleshoot desktop computers, use anti-virus and anti-malware to restore client computers to normal operational state. Assist clients with various desktop applications including wireless routers, printers, and switches.

Replace or upgrade memory modules, scanners and configure all-in-one-printers. Install and Support Windows 10 operating systems. Provide G-mail support.

Provide LAN, WAN and MAN support. Monitor security and manage end-user installations. Maintain all documentation for maintenance and repairs. Verify mobile assets via MS Intune. Apple/Android mobile devices

Windows 10 Migration Technician Fiserv/Insight Global October 2021 to December 2021

Migrate user data via Bomgar from a Windows 7 environment to a Windows 10 environment.

Migrate user .PST files in MS Office to Office 365/Outlook (Cloud Based)

Install basic Fiserv Software and requested software via SCCM.

Team Lead/Manager at Wipro Limited June 2021 to October 2021

• Reviews technical documentation with all DBG’s and builds/edits SMTD for the services. Regular reviews of various SOP.

• Contributes to process during staff on boarding with requirements to deliver services

• Trains and mentors Team Members.

• Owns key measurements, service levels, and critical deliverables for IT field services.

• Ensures the end-to-end service delivery for new services, relating to field services. Drives the team to reach defined targets.

• Ensures that the planned proactive services are performed with regular updates to managers.

• Initiates Service Improvement Plan (SIP).

• Responsible for Training Needs Identification (TNI) for the team.

• Supervises performance of the team and is responsible for their skill enhancement.

• Ensures the compliance of IT policies, standards, practices, and security measures for effective and consistent information processing operations and to safeguard information resources.

• Analyzes the team data and prepares an action plan for more efficient call handling and tickets hygiene.

• Ensures that all SLA are under set parameters.

• Handles resource availability management & keeps a resource backup plan ready.

• Communicates updates from Wipro / Customer to the entire team.

• Handling escalated calls / Works on technical issues escalated by the team members.

• Provides appropriate training to the team members.

• Conducts quality audits, coaches, and mentors the team members.

• Ensures that all training requirements, Mandatory courses (Wipro / Customer) are addressed and closed at the right time by team.

• Participates in meetings / Chair if required.

• Ensures that the attrition in Team is minimized.

• Works on preparing, collecting data / information as and when requested. Timely updates are very critical to the role & overall organization.

DXC IMAC Team Lead /Senior Desk Side Support Representative/Senior Escalations Rep

September 2018 to May 2021

Provides 3rd and 4th Tier support, coordinating timely resolution of problems related to computing hardware and software, meeting defined client SLA’s.

Responsible for monitoring and responding to technical hardware and software problems utilizing a variety of testing tools and techniques.

Performs desktop system administration, system tuning, problem analysis and hardware/software upgrades.

Develops administrative policies, documentation, and procedures to ensure that company assets are properly maintained and operated.

Create, test, and install OS’s utilizing Symantec Ghost, configure and manage new users using SCCM ODS TS & AD. Install images via SCCM and Task sequences related to User GP and organization.

Completes project plans, documentation needed for equipment configuration, hardware/software installation and asset management in established timelines.

IBM/AT&T IQ bar Representative/Desk Side Support Representative, CDI Corp

October 2017 to September 2018

Provides 3rd and 4th Tier support, coordinating timely resolution of problems related to computing hardware and software, meeting defined client SLA’s.

Responsible for monitoring and responding to technical hardware and software problems utilizing a variety of testing tools and techniques.

Performs desktop system administration, system tuning, problem analysis and hardware/software upgrades.

Develops administrative policies, documentation, and procedures to ensure that company assets are properly maintained and operated.

Create, test and install OS’s utilizing Symantec Ghost, configure and manage new users by the use of SCCM ODS TS & AD.

Completes project plans, documentation needed for equipment configuration, hardware/software installation and asset management in established timelines.

Amdocs/YP Level 2/3 Desktop Support Technician, Kelly Mitchell Group Inc.

Provides 2nd and 3rd Tier support, coordinating timely resolution of problems related to computing hardware and software, meeting defined client SLA’s.

Responsible for monitoring and responding to technical hardware and software problems utilizing a variety of testing tools and techniques.

Performs desktop system administration, system tuning, problem analysis and hardware/software upgrades.

Develops administrative policies, documentation, and procedures to ensure that company assets are properly maintained and operated.

Create, test and install OS’s utilizing Symantec Ghost, configure and manage new users by the use of SCCM ODS TS AD.

Develop strategies for reducing TCO while supporting and maintaining entire desktop/laptop life-cycle

Performs client system administration, tuning, problem analysis and hardware/software upgrades.

Develops administrative policies, documentation, and procedures to ensure that company assets perform optimally.

Coordinates the timely resolution of problems related to client/server computing hardware and software

Performs site preparation for the system installation at the client location.

Develop and implement computing standards and policies to ensure desktop environmental integrity.

Conduct/participate in meetings with the business clients and support teams to establish/validate project timelines.

Determine training needs and develop system administration guidelines tailored to the work environment.

Coordinates the delivery, configuration, and staging of client hardware/software to meet technical specifications.

Complete documentation needed for inventory and installation planning.

Maintain asset management database includes client profiles, system configuration, and hardware/software inventory.

April 2016 to July 2016

Lead Technician Tek Systems IBM/Walmart Multi-State DC Windows 7 Migration

Travel to Walmart DC’s around the United States

Run IBM scripts to migrate user data from Windows XP to Windows 7 computers

Asset Management, Migration Record machine names and hard drive serial numbers on Excel

Document all issues, designated point of contact for all issues for resolution.

Lead and teach team members company expectations and processes.

January 2016 to April 2016

Atlanta GA Exchange Hub Exchange\Lync Consultant Training

Lab setup and configure virtual VMware, Active Directory/Exchange/Skype 2010 & 2013

Install, configure customize, migrate, and integrate enterprise-level platforms in Exchange 2003, 2007, 2010 & 2013 and in Skype for Business 2010 and 2013 and Office 365. Install, configure, and test SQL virtual server 2008 & 2012 environments including VoIP, SIP, Trunking

Trained to support users at an enterprise level in Exchange 2010/2013 and/or Lync 2010/2013 and Office 365

December 2015 to January 2016

Atlanta GA Agile SAI Global Win8 Refresh

Replace/Re-image, deploy new HP developer/user computers w/ Windows 8 & Windows 7 machines & migrate user data via network components including managing incoming laptops.

Install proprietary software, configure, and secure VPN, Skype for Business.

Perform inventory control, record, order new and decommission old hardware and maintain documentation via excel spreadsheets on SharePoint.

September 2015 to December 2015

Atlanta GA CompuCom Wal-Mart Win7 Refresh 2015

Replace/Re-image, deploy new Wal-Mart Pharmacy Dell computers Windows7 & Windows XP machines & migrate user data. Manage incoming assets in each store. Document incoming and outgoing assets via smartphone.

Configure VLAN switch ports.

Update Ticket information via Track-It. Complete asset management by closing open tickets.

May 2015 to September 2015

Atlanta GA Field Migration Technician, EBryIT

Install and troubleshoot desktop computers, use anti-virus and anti-malware to restore client computers to normal operational state. Assist clients with various desktop applications including wireless routers, printers and switches.

Replace or upgrade memory modules, scanners and configure all-in-one-printers. Install and troubleshoot Linux Ubuntu & Red hat Fedora & Windows 7and Windows 8 operating systems. Repair and configure mobile phones and provide email support.

Provide LAN, WAN and MAN support. Monitor security and manage end-user installations. Maintain all documentation for maintenance and repairs.

May 2014 to August 2014

State of Georgia Dell Windows 7 Field Migration Technician, PFI Tech

Travel to State of Georgia agencies to migrate customer data & transition from Windows XP operating system to Windows 7 operating system via Lite Touch VBS. Configure various client-based software.

Print user info sheet. Note IP-addresses to configure and re-install printers.

Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients having issues with passwords on Outlook e-mail and Novell networks (Tree & Context info).

Create, update and/or close work orders on Dell System ticketing agent.

Upgrade, deploy software on a wide area network including configuring Oracle 11-G for Crystal reports (Avatar DSS Reports). Install & Configure Avaya Phone Software

Refer major hardware, software and networking problems or defective products to Dell technicians for service.

January 2014 to March 2014

Atlanta GA Implementation Specialist, Children’s Healthcare of Atlanta, Apex Systems Inc.

Implement, deploy all IS&T HP PC’s, Laptops and software on a wide area network including the Microsoft Office Suite of Word, Excel, Access, and Power Point, client network software, Windows 7, Windows XP, Windows 2000, Windows NT 4.0 Workstation, Windows 98, and specialized clinical and business software within the system.

Maintain proper documentation, as required by IS&T management, to properly track the status of all implemented equipment and software, to assist the Solution Center in providing prompt response to users of newly implemented IS&T equipment and software as stated by policy, maintain a current inventory of all implemented IS&T equipment and software. Demonstrates data modeling (Normalization, Star Schema, “The Vault”) skills.

Provide appropriate assistance to the IS Project Manager responsible for coordinating the moving of CHOA equipment related to current projects and facility requests.

November 2013 to January 2014

Atlanta GA Supervisor/Lead Help Desk Analyst, Epic Phase II Rollout, Wellstar Health System, Ettain Group

Answer user inquiries regarding Epic software or hardware operation to resolve problems.

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Refer major hardware or software problems or defective products to vendors or technicians for service.

Enter commands and observe system functioning to verify correct operations and detect errors.

Oversee the daily performance of computer systems.

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Confer with staff, users, and management to establish requirements for new systems or modifications.

Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

Supervise, evaluate & mentor call center talent base. Provide schedule adherence consultation.

October 2013 to November 2013

Marietta GA Desktop Support Engineer, October 2013 to November 2013 MiMedx Corporation, Pyramid

Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines/memory, hard drives DVD drives & power supplies.

Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients.

Trains and orients staff on use of hardware and software.

Works with procurement staff to purchase hardware and software.

Assesses functional needs to determine specifications for purchases.

Replace/Re-image deploy new HP PCs/Laptops Windows7 & Windows XP/migrate user data

Install printers, change printer naming conventions according to specifications.

Connect PCs to network printers, Cisco Call Manager, VOIP.

May 2013 to July 2013

Atlanta GA Technical Support Analyst, Stratix Corporation, Veredus Inc.

Provide expert phone support diagnostics and guidance in determining issues, solutions for hardware, operating systems, and custom-designed applications.

Advise domestic and international clients on support, training, and technical resolution via phone, email, and remote sessions using multiple platforms.

Deploy software upgrades using a mobile device management system via Citrix portal and web-based cloud environments Utilize programs such as Oracle E-Business Suite to track and move inventory, an in-house ticketing system to accurately track details of each call and company developed software to enter service requests for a multitude of clients.

Feb 2013 to Mar 2013

Atlanta GA, Volunteer, Macintosh Technical Support, Atlanta Public Schools/Crim High School

Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines/memory, hard drives DVD drives & power supplies.

Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients.

Trains and orients staff on use of hardware and software.

Works with procurement staff to purchase hardware and software.

Assesses functional needs to determine specifications for purchases.

Dec 2012 to Feb 2013

Atlanta Desktop Support Technician/IBM ODBC DB2 Install Project Staffing Technologies the Home Depot SSC

Coordinate user appointments through Microsoft Outlook/Calendar Microsoft Communicator

Remove old Data Direct Sequel Link Driver Set Connections to IBM Z10 Mainframe

From users’ desk side via external device, Deploy IBM Data Server Runtime Client (IDSC) to user HDD

Install via Command Line interface new IBM ODBC DB2 Drivers

Test newly installed driver connections to the IBM Z10 Mainframe

Oct 2011 to Oct 2012 Technisource-Spherion/IBM

Midtown Atlanta GA Desk side Support Technician Ace Insurance, AT&T Call Center, AT&T

Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines/memory, hard drives DVD drives & power supplies.

Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients.

Trains and orients staff on use of hardware and software.

Works with procurement staff to purchase hardware and software.

Assesses functional needs to determine specifications for purchases.

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