Highly skilled, result driven, and motivated IT Professional with extensive experience within the desktop support and network systems administration operations. Skilled in collaborating effectively with vendors, customers and staff on all organizational levels to reliably deliver solutions that meet business and technical requirements.
Implemented efficient tracking system to facilitate return authorizations and warranty returns.
Authored FAQ and articles to the knowledge base for internal use.
Experience
02/2009 to 04/2015
Desktop Support Sr. AdministratorLouisiana IT & Web Consultancy – City, STATE,
Provided and presented excellent customer service to LAN / WAN / VPN end-user customers, in person, by telephone or through remote connectivity for problems with all data communication equipment.
Analyzed, designed proposed customer LAN / WAN / VLAN and VoIP including T1 lines, ISP, SAN, Active Directory, PC's, laptops, hardware, software, printers, LAN / WAN / VPN issues and outages using automated testing tools.
Served as backup to Telecomm Engineers
Competently created and resolve ticket request utilizing Remedy 9.
Promoted to supervisor based on exceptional performance and proven leadership abilities to support 10 onsite and 5 offsite locations and supervised a team of 8 support technicians, and system administrators.
Monitored critical daily IT functions assisting user with problems related to connectivity, analysis data flow, configured modems, DSU's, multiplexors and routers for quality in adherence to organizational needs.
Worked directly with executives and key leaders to devise solutions and optimize client services.
Oversaw all service desk ticket processing in data center and generated comprehensive reports for senior management to assess indicators including productivity and business unit support KPI's.
Managed Verizon Wireless account including smart cell phones, tablets, broadband / devices, new line additions, approved contracts, and implemented standards for new products.
Provided assistance pertaining to dial up configuration, web hosting and domain registration.
Authored technical documentation on company Service Level Agreement for external clients and prepared contract RFP proposals.
Supervised and participated with Installation of software patches, upgrades, T1 lines, TCP/IP, private VLAN,DHCP snoop/filtering, fiber optics installation and upgrades, patch panel installation/maintenance of CAT5/6 cables
Authored (ADA) technical documentation, Dragon Speech application for users with disabilities.
08/1988 to 06/2008
Information Technology Systems Support Analyst IIRegional Transit – City, STATE,
Provided Level I and Level II helpdesk support to over 1,300 desktop end users in a fast-past, Windows 7 environment.
Delivering technical support via telephone, in person, email, or through remote connectivity for problems with PC's, laptops, printers, server, hardware / software or wireless technology, utilizing company computerized ticket system, "Remedy".
Identified and resolved complexed desktop, mainframe and LAN / WAN network problems.
Traveled to various off-site locations, problem solving issues with PC clients, Server hardware / software, mainframe and various proprietary online software.
Served as escalation point to Level I desktop support technicians, and acted as "Point of Contact" for disaster recovery tape backup / restores process, and IBM mainframe operations.
Active Directory administration processing request to add / delete or change user profile, user account, reset password and enabled user access permission to applications and activities, including configuring Windows Active Directory permissions, troubleshot client connectivity, resolved print server issues.
Collaborated with team on LAN / WAN migrations, upgrades / changes, LAN portal cleanup, and audit preparation.
Trained new users on IT department policies, Remedy request, company standard operating procedures, ITIL infrastructure, email security, and email rule setting.
Devised workarounds to problems for timely resolutions.
03/1986 to 07/1988
Computer Operator / Data Entry ClerkCampbell Soup – City, STATE,
Keyed and verified payroll and inventory records verified that information in the computer system was up-to-date and accurate.
Compiled statistical information for special reports.
Created monthly reports for records, closed terminated records and completed chart audits.
Processed confidential tax form information.
Identified and resolved system and account issues.
Developed and created a more effective filing system to accelerate paperwork processing.
Assisted with payroll preparation and entered data into cumulative payroll document.
Performed daily system IPL to mainframe Monitored Jobqueue and release jobs to print.
Monitored subsystem for error messages and responded to commands in a timely manner.
Printed and distributed printed jobs to department mail slots.
Preformed system maintenance and shut downs.
Preformed system backups and restores.
Education
Expected in 2012
Diploma: Asher College - Sacramento, C A GPA:
Expected in 1980
High School Diploma: General Studies Communications Lutcher High School - Lutcher, LA GPA: General Studies Communications
Expected in
: University of New Orleans - New Orleans, LA GPA:
Skills
Active Directory, tape backup, broadband, C, hardware, contracts, client, clients, DHCP, disaster recovery, Document management, DNS, email, senior management, fast, filing, help desk, inventory, ITIL, LAN, laptops, leadership, mainframe, IBM Mainframe, access, MS Exchange, mail, MS Office Suite, Outlook, Windows 7, Windows, Win 7, Win 8, Windows XP, Network, Novell Netware, OS, organizational, payroll, PC's, policies, Printer, printers, problem solving, proposals, quality, RFP, Service Level Agreement, supervisor, tax, TCP/IP, technical support, Desktop Support, User Training, telephone, phones, troubleshooting, Upgrades, VPN, Visio, web hosting, WAN
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