Technical Support Specialist / Help Desk Resume Sunrise, FL - Hire IT People (2024)

SUMMARY

• A highly motivated Information Technology Specialist experienced in Microsoft Windows Servers and Client workstations.
• Mission driven coupled with excellent customer service.
• Resourceful and flexible, able to adapt to changing priorities and maintain a positive attitude and strong work ethic
• Promotes team cohesiveness
• A detailed - oriented, and conscientious self-starter, can accomplish multiple tasks and stay calm under pressure
• Excellent work ethic; committed to high quality standards, attention to detail, excellent communication skills
• Domain Controller Migrations from Win 20016 Server utilizing Active Directory
• Information Technology Field, started at Help Desk, tier 1,2,3 and then Systems Administration coupled with Network Administration
• Provide L2 Support to Help Desk Team and/or users either remotely by phone or email
• Troubleshoot incidents related to hardware, software and system outages
• Implemented and supported print servers, network printers, DNS, emails, Disaster Recovery, and backups
• Utilized Formal Change Control whenever implementing switch updates, server updates, firewall configuration
• Sole technical support role and provided customer support using ticket handing system for entire staff
• Advanced problem-solving skills and able to work with little or no supervision
• High motivated individual who constantly keeps abreast of latest patching and security vulnerabilities
• Excellent documentation skills, drafted over 250 documents on installs, networks, and troubleshooting failed applications and/or server maintenance and created a Knowledge Base

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Specialist / Help Desk

Responsibilities:

• Maintaining, administering, and patching computer networks and related computing environments including systems software, applications, and hardware
• Troubleshooting, diagnosing and resolve hardware, and software issues
• Replaced hard drives, memory, and computer failures when needed
• Respond to and resolved Law Firms computer issues and provided a superior customer support experience for attorneys and staff
• Create and maintain active directory and other application accounts
• Answer calls and Provided Level 1 / II/ III Tier Support with 100% resolution and satisfaction
• Managed hardware inventory asset management utilizing Manage Engine products
• Utilized AppRiver to enhance Email Security
• Performed patch management, and firmware updates on all devices including network switches
• Recommended and implemented Exclaimer Signature Manager using Exclaimer for Exchange and Exclaimer for outlook
• Build/image all new desktops and responsible for ordering and keeping staffed for 13 offices
• Handled routine Operations requests such as adding new users, restarting services, blocking IP addresses
• Phone Administrator for Avaya Phone System
• Purchased all computer equipment and supplies

Confidential, Davie, FL

Network Administrator

Responsibilities:

• Performed Active Directory Migration from Windows Server 2008 R2 to Windows Server 2012 R2 using Server Manager, Domain Services, Users & Computers (OU) and DNS Manager, along with ADPrep, promote Domain Controller (2012) to DC, install AD Services on Win 2012 Server, verify Users & Computers, Verify DNS, Verify AD Sites and Services, then check Replication (Repadmin /show repl) and dcdiag to see if the Win 2012 R2 Server DC passed all test and is advertise (properly working) then transfer FSMO using netdom query FSMO roles. Change DC name in Active Directory Schema, finally demote Win 2008 R2 Server.
• Systems Administrator of Windows Server 2003/2008/2008 R2/2012, troubleshoot, patching, upgrading, configuring and monitoring
• Configured Domain Controller, Windows 2008 STD R2 and Windows 2012 STD
• Took ownership of user problems reported and is proactive when dealing with user issues and follow-up’s
• Installs, maintains and upgrades network/server software
• Troubleshoots, diagnoses and resolved network/server issues Administer, support, and maintain control user accounts using Active Directory on Windows 2008 Server Standard R2 along with file permissions
• Administrative access to production servers for resolving all issues
• Participate in projects, rollouts, upgrades, and new software
• Install and configure new hardware and software network components
• In-depth technical knowledge of Windows Operating Systems
• Configure and deploy new servers locally, administer to achieve 24X7 availability
• Review Event logs on a daily basis to correct failed events
• Installed, Backup and restore databases, along with monitoring SQL
• Purged SQL Log files
• Used Solar Winds N-Able to remotely work on customer environments and troubleshoot
• Utilized Lan Desk Service Desk
• Configured access for Company Conventions using Remote Desktop Services in Windows 2008 R2 Server
• Image creation and image updates using Microsoft Deployment Services (WDS) using Windows Server 2008
• Installed and Configured VMWare Workstation 12.5 for testing VM Environment for developers
• Installed and Configured VMWare ESX Server
• Checkpoint R76 Firewall Systems Administrator
• Systems Administrator for Barracuda Web Filter 450
• Administrator for Microsoft SharePoint Server 2013 - Standard Edition
• Implemented Drobo B1 2000I ISCSI SAN Storage for Video and Data Storage
• Implemented Dell KVM Switch for all servers and devices mounted in the Racks for easy access
• Installed and Configure Dell Power Connect 5548 Series 1GB Network Switches
• Installed and configured Symantec Backup Exec Version 2012 SP3
• Installed and configured Symantec End Point Protection Version 12.1
• Administrator for Microsoft Volume Licensing, include MSDN, Servers/Clients/Visio/ MS Project/Office
• Purchased all Adobe Software and Licensing
• Migrated and performed upgrades to new version of company purchased products
• Performed backups and system restores as needed
• Toned out and labeled network ports on patch panel
• Created Network Documentation as needed
• Created over 250 application install instructions and procedures Create technical documentation related to system configurations, process, procedure, and knowledgebase articles
• Patched on servers and workstations using WSUS and consistent with best practices
• Configured Dell Power Vault TL400 Tape Library for daily backups
• Configured and maintain all servers/workstations have latest anti-virus software and definitions
• Constantly checking daily security vulnerabilities and patching appropriate security
• On-Call 24X7 Sole IT Support for Company

Confidential, Sunrise, FL

Senior Data Production Analyst III

Responsibilities:

• Provides technical support, maintenance, monitoring and reporting in a technology diverse Production Server Environment
• Provide assistance on identifying and troubleshooting Windows network related problems
• In-depth technical knowledge of Windows Operating Systems
• Actively monitors Production Environment service levels and maintains the job scheduling system
• Installs and configures systems that include Confidential ’ Software (Tidal)
• Project management and documentation skills
• Utilized Microsoft SQL Studio Management to update and correct database issues and execute scripts
• Utilized Computer Associates (CA) Spectrum for monitoring and resolve alerts
• Create user accounts, monitor disk performance, disk space, disk memory usage
• Copy log files from batch servers, Linux server and Microsoft Windows Servers
• Administers Microsoft Exchange 2003 Enterprise Edition
• Experienced with DHCP, WINS, DNS and other services on Windows 2003 Servers
• Ability to negotiate with Team Members, Supervisors, and others to achieve satisfactory results
• Supports 24/7 environment, able to work 12-hour shifts, nights and weekends

Confidential, Largo, MD

Systems Engineer - Network Engineer

Responsibilities:

• Administration of Windows 2003 Server and DNS, DHCP, File, Print Server, Active Directory and group/security policies in an enterprise network environment Supports US Army computer systems LAN/WAN, workstations (Win XP Pro)
• Provided system administration, integration, testing, evaluation and software solution for all computers networks
• Install Software and based on user requests
• Tested all government (GOTS) hardware/software, with the DOD Microsoft Windows XP operating systems
• Developed client and server images and customized software packages to support future upgrades and installs
• Built Configured Windows 2003 Servers
• Experience with Defect Tracking Tools, like Remedy
• Repackage software to convert to Windows Installer format with Wise and/or CA packaging tools and Troubleshoot MSI construct and installation errors
• Troubleshoots and/or configured domain controllers, member servers, and workstations in an Active Directory environment
• Utilize Computer Associates Remote Control to gain access to pc in order to fix end-user problems
• Utilize Computer Associates Uni center Software Delivery to build/push software to a vast range of personal computers for unclassified and classified systems
• Utilize Computer Associates Service Desk to assign, complete, and close work orders
• Utilize Computer Associates Asset Management Inventory system to track personal computer’s location and status
• Drafted Disaster Recovery Plan
• Test new DOD Army mandate software for compliance and deployment
• Adhered to Army Signal Activity Security requirements and regulations
• Used remote control to gain access to personal computers for software installs and troubleshooting application errors

Confidential, Fort Lauderdale, FL

On-Board Systems Manager

Responsibilities:

• LAN Administrator for all shipboard networks consisting of Microsoft NT servers and (NT WKSTA)
• Supported all business-critical systems that provide for accounting, guest management, and general administration
• Installed, configured, maintained, and troubleshot software/hardware on Microsoft NT
• Oversaw all operations of Information Systems (IS) and was sole technical resource onboard
• Installed-troubleshoot Fidelio Cruise Shipboard Property Management System (SPMS)
• Worked with ship personnel troubleshooting, supporting, installing, configuring, of Fidelio Cruise Material Management System (MMS)
• Responsible for installing, supporting any errors of Fidelio Cruise Fleet Management Services (FMS)
• Micros Point of Sales imaging and restores
• Duties include programming VingCard access systems
• Worked on resolving the most persistent or difficult technical issues arising onboard.
• Maintained and backup all Shipboard e-mail utilized Microsoft Exchange Server Version 5.0
• Performed corrective and preventive maintenance of shipboard information systems
• Develop, maintain and update a library of technical documentation/procedures
• Monitored system for security and maintained access restrictions
• Created User Accounts and all necessary network resources for newcomers
• Configure, monitor, and maintain anti-virus/backup software (preferably Symantec Norton Antivirus Corporate Edition and Veritas Backup Exec) to insure network and system data integrity
• Lived on-board for 6 months on and 3 months off