Provide technical support to employees and executives.Trained users on the use of new technologies and procedures for the switch over from Citi to One Main Financial.Built and maintained fully operational Desktop labs to facilitate product releases, troubleshooting and training.Maintained Desktop system uptimes, stability and maintenance.Recover Files via Windows Shadow copy.Provided implementation support for new infrastructure, applications, business and brand initiatives. Worked on Network port lockdown for all workstations.Troubleshoot all user issues relating to Operating System issues (Win 7, Vista, XP, and Mac OS X), Network Connectivity/VPN, Printer issues, Exchange email, MS Office products, Symantec Encryption, Adobe products and client software products.Maintained software licensing compliance.Maintained end user OS and software patching and compliance.Create User training documentation for VPN, Internet Explorer and other One-Main tools.

Migrate, Configure, Setup, Deploy and troubleshoot Avaya IP phone system.Configure, Deploy and troubleshoot Symantec Endpoint Protection and Symantec Endpoint Encryption including SEE Recovery.Work with Active Directory to create user accounts and troubleshoot user concerns.Design and implement Business Continuity Plan for 2012, 2013, 2014.Perform and maintain Software audits in line with corporate compliance policies.Resolved network issue with Windows 7 PC in existing environment by disabling auto tuning and having the fix implemented company wide.Upgrade PCs from a Windows XP environment to a Windows 7 environment.Upgrade, setup and transfer data from 2003 servers to Server 2008 servers.Troubleshoot all user issues relating to Operating System issues (Win 7, Vista, XP, and Mac OS X), Network Connectivity/VPN, Printer issues, Exchange email, MS Office products, Symantec Encryption, Adobe products and client software products.Configure and deploy Cisco Catalyst Switch and Cisco VPN appliances.Travel to remote offices throughout Maryland and Delaware troubleshooting, deploying and upgrading equipment including PCs, Servers, Wireless Access points, Switches, Cisco VPN appliances and Printers. Provide technical support and education to over 215 users including some of Lincoln’s top producing financial planners/owners and their staff regarding Iphones, Android, Ipads, Windows 7 OS, Servers, Cisco VPN, Mobile Iron, Good Mobile messaging, BES and networking and SAN storage.

Perform monthly maintenance and updates on servers after hours.Disaster recovery from SAN and VMotion of VMware virtual machines over from failed server to another server to keep workflow consistent. Disaster recovery of data from damaged hard drive using File Scavenger. Configure and deploy wireless access points at remote job sites.Configure and deploy domain controllers and file and print server for remote sites using Server 2008.Perform IT inventory and cost control measures on all IT equipment. Deploy PC images using Acronis imaging software.Create network diagram of servers and active network ports using Visio. Deploy and troubleshoot Cisco VPN and Cisco Anyconnect.Configure, deploy and support Citrix XenApp for desktop users.Configure and deploy IP phones and telecommunications using Cisco Unified Communications Manager. Provide technical support for cell phones, desktop software/hardware, software updates and hardware upgrades for over 200 users in office and remotely. Implement backup, disaster and recovery processes on servers.Work with 3rd party vendors regarding, cell phones, printer supplies and maintenance.

Install, configure and maintain SmartFilter Software to restrict Internet content and access.Implement staging and production virtualization using Vmware with Server 2003/8Troubleshoot and deploy VPN access and RDP access for clients and vendors. Service a user base of over 10,000 users and 650 Servers.Work with DHCP and DNS to add, modify or delete records and reservations. Primary point of contact for all Mac related issues.Work with Cisco ASA and PIX firewalls configurations.All duties performed as a Systems Services Engineer listed below.

• Troubleshoot user issues relating to Operating System issues (Seven, Vista, XP, Mac OS X, and Win 2000), Network Connectivity, MS Office products, Adobe products and client software products. • Deploy updates, service packs and hot fixes using Windows updates, Automatic Updates and Kasaya Scripts.• Administer user rights and permissions, disabling/enabling accounts, file/folder permissions, local/ network printer setups.• Create Exchange 2003/7 email accounts within Active Directory and adding to spam filter.• Employ all versions of VNC, Remote Desktop and Bomgar to gain remote access to clients desktop.• Install Citrix clients on users’ computers both PCs and Macs along with training. • Setup Blackberry accounts, iPhone, Droid email setup and troubleshooting.• Work an on-call after hours rotation to minimize service interruptions and work stoppages. • Implement backup, disaster and recovery processes on servers.• Implement staging and production virtualization using Vmware or Sun’s VirtualBox.

Provide technical support and troubleshooting for over 900 VIP's, 1500 Platinum customers, schools, state, local and elected officials for email, cable TV, high speed internet, home networking, telephony and new products and services throughout the MD/DE Region.

Accommodate a full range of customer requests and inquiries working to create optimum retention and customer satisfaction.Prepare work orders for field visits and ensure appropriate follow-up procedures are met.Plan, prioritize and organize work with appropriate timeliness.Maintain and coordinate Scout Monitoring software tool to track VIP service issues and outages. Maintain a proactive Excel spreadsheet, monitoring preventive maintenance issues pertaining to service.Troubleshoot PC, E-mail, modem, home networking and telephony problems for customers.Diagnose and resolve hardware/software connectivity issues.Create user accounts for Microsoft operating systems. Maintain accurate problem call-tracking in Helpdesk ticketing system via RemedyAdd new users and provide access to databases and system functions. Prepare work orders for maintenance requests and unsure appropriate follow-up procedures are met.Maintain and coordinate interdepartmental communications.