Operating Systems: Install and configure Windows 2000/XP/Vista/7/8 and Windows Server 2000/2003/2008/2012.
Software: APC Power Chute Business Edition, Broadcom Advance Control Suite 3, UltraBack 9.2.1, Microsoft Professional Suites 2003, 2007 & 2010.
Software Utilities: Active Directory, Remote Desktop Connection, Dell OpenManage Server Administrator, Dell Remote Access Controller (DRAC), Distributed File System (DFS), SMS 2.0 Remote Connection, Technical Writer, System Center 2012 Service Pack 1 DPM Administrator, SCCM Inventory 2007.
Programming: Visual C++, Database Management, & HTML.
OTSO Associate Commissioner Honor Award for Server 2008 Migration Project
- Responsible for implementing and deploying the Windows Server 2008 R2 and Windows Server 2012 project with Hyper-V role enabled in thousands of Social Security Administration Offices.
- Responsibilities consist of: Preparing offices for server migration and SCCM Teardown/Rebuild.
- Performing full backup of the user and application data on the old server and transferred printers to the new server, restoring the data from the old server onto the new one.
- Promote/Demote servers into Active Directory.
- Change the new server name to match that of the old server name, and re-permission the new server.
- Set up the Distributed File System (DFS) namespace and replication groups between the new MMS and the failover server.
- Modify the workstations and user accounts to point to the new namespace for folder mappings.
- Implemented and deployed the Windows 7 and Vista project in thousands of Social Security Administration Offices.
- Responsibilities consist of: Preparing offices for workstation migration to Windows 7 and Vista.
- Install automation on the servers, back up the workstation's system settings and configuration on the servers.
- Verify that the proper groups are established on the server allowing admin access to the end user's profiles.
- Backup PST files onto users workstations.
- Provide Tier 2 support; which consists of troubleshooting and problem resolution of Windows 7, Server 2008 and 2012 hardware/software issues, network connectivity, printers' setup and configuration, active directory infrastructure issues, server base profiles, and any post-migration issues.
- Trained employees.
- Handled approximately 50-75 inbound calls per day.
- Worked closely with other vendors, Area System Coordinators, and System LAN Administrators in obtaining resolutions.
- Handled of CAPRS (a system that controls all problem reports) tickets, hardware and software issues including but not limited to: DNS issues, recreating profiles on Manage Member Servers, set up Active Directory user and computer accounts, reconfigure Microsoft Outlook (2003/2007/2010), reset LAN, IBM Personal Communication (PCOM), Removable Media File Encryption and VPN (Virtual Private Network) passwords, install and configured LAN/local printers and desktops.
- Call center customer overview.
- Provided Tier 1 support.
- Handled approximately 30-50 calls per day.
- Call scripts to maintain consistency in handling inbound and outbound customer calls.
- Handled of CAPRS tickets, software and hardware issues, and worked closely with other vendors in obtaining resolutions.
- Supervised and trained approximately 6 employees.
- Directed inquiries to the appropriate client Division(s), and performed follow up activities to ensure that any issues pertaining to installs or site preparation/relocation were expressed and addressed.
- Attended OTSO Meetings; Assistive Technology and DDPMS (SIIMS).
- Worked closely with other vendors and other branch components to gather data, report findings or assist in the resolution of issues.
- All customer and vendor contacts were electronically documented on a daily basis using recording and reporting tools and client designed or approved software packages and equipment.
Dell Warranty Certification (Notebook, PowerVault, Printers, Desktop, Servers)
Public Trust Clearance
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School Attended
- Coppin State University
Job Titles Held:
- System Administrator
- Help Desk Technician
- Call Intake Analyst
- Program Specialist II/Assistant Team Leader
Degrees
- Bachelor of Science
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