Insightful, results-driven IT professional with over 15 years of notable success in the Information Technology field. Consistently utilizing a broad range of corporate IT initiatives while participating in planning and implementation of solutions in support of business objectives. Excel at providing comprehensive hands-on experience, while embracing and maintaining an impeccable professional demeanor. This comes as a direct result of an extensive customer service background, spanning over 17 years. Outstanding collaboration in a team environment as well as working independently; also highly competent at managing responsibilities in a high-volume environment.

Information TechnologyEssential Duties and Responsibilities include but are not limited to the following:Operations, Documentation & Training• Take ownership, support and manage the integrity, stability and security of the local IST landscape (Client/Server/Network Infrastructure and Applications running on local infrastructure) within CFG USA, according to CFG policies and strategy.• Manage the local IST landscape on a daily basis and/or coordinate activities with outside local vendors / Global IST when necessary & agreed.• Deploy new hardware and software, according to CFG standards and policies.• Manage hardware and software updates, patches & maintenance.• Define backup policies local applications, monitor & guarantee the success of the backup systems.• Create & maintain technical documentation related with all local IST Infrastructure and the local IST Application landscape.• Create & maintain end-user documentation. Identify & coordinate End User training related with new IST tools, whenever required.• Identify critical systems, implement backup/restore & disaster recovery systems accordingly.• Ensure knowledge sharing with local and global IST.• Provide local support to Global IST teams (including Networking & Server Infrastructure related tasks).• Responsible for User Account management & User Account lifecycle.• Manage IST asset inventory.Support, Incidents & Problems• Provide First & Second level support & resolution to the local end users. Troubleshoot & Diagnose problems, provide a solution in a timely manner and/or escalate to Global IST when needed.• Assist with Third level Incidents, manage escalation and follow up.• Work with internal/Global IST and outside local support vendors to resolve issues.• Share in the responsibility of after hour’s support of plant operations. The Global Service Desk Team manages the escalations to the different IST teams.

Provide technical assistance and support for incoming Help Desk tickets related to computer systems, software, and hardware. Install, modify, and repair computer hardware and software as needed. Install computer peripherals for users. Follow up with customers to ensure issue has been resolved. User management and security in Active Directory. Utilize and maintain the HelpDesk software, Documentation of internal procedures. Maintain inventory of all computer equipment, software, and software licenses. Assist with onboarding of new users. Configure new workstations, peripheral equipment and software.

Information TechnologyEssential Duties and Responsibilities include but are not limited to the following:Operations, Documentation & Training• Take ownership, support and manage the integrity, stability and security of the local IST landscape (Client/Server/Network Infrastructure and Applications running on local infrastructure) within CFG USA, according to CFG policies and strategy.• Manage the local IST landscape on a daily basis and/or coordinate activities with outside local vendors / Global IST when necessary & agreed.• Deploy new hardware and software, according to CFG standards and policies.• Manage hardware and software updates, patches & maintenance.• Define backup policies local applications, monitor & guarantee the success of the backup systems.• Create & maintain technical documentation related with all local IST Infrastructure and the local IST Application landscape.• Create & maintain end-user documentation. Identify & coordinate End User training related with new IST tools, whenever required.• Identify critical systems, implement backup/restore & disaster recovery systems accordingly.• Ensure knowledge sharing with local and global IST.• Provide local support to Global IST teams (including Networking & Server Infrastructure related tasks).• Responsible for User Account management & User Account lifecycle.• Manage IST asset inventory.Support, Incidents & Problems• Provide First & Second level support & resolution to the local end users. Troubleshoot & Diagnose problems, provide a solution in a timely manner and/or escalate to Global IST when needed.• Assist with Third level Incidents, manage escalation and follow up.• Work with internal/Global IST and outside local support vendors to resolve issues.• Share in the responsibility of after hour’s support of plant operations. The Global Service Desk Team manages the escalations to the different IST teams.

Responsible for providing administrative technical and customer service support to co-workers, faculty and students at the Richmond Campus.Requirements Primary duties and responsibilities: Serve as the lead member of the technology team. Responsibilities include: Support and maintain administrative and academic local area networks including day to day operations and user security, backup, installations of hardware and software, special projects as assigned, customer service and quick problem solving. The ability to communicate effectively, both written and orally, with a diverse group of students and peers. Demonstrate the ability to think creatively, ask probing questions, recognize problems, formulate solutions, and have good follow-up skills. Possess a positive attitude and handle problems in a professional and courteous manner, as well as work with other departments to assist them in reaching their goals.

Migrated Servers from Windows 2003 to Windows 2008.Exchange Servers from Exchange 2007 to Exchange 2010.Moved several physical servers to become virtualized.Mapped printers from local machine to network for sharing purposes.Removed servers from rack to flatten and replace.Utilized Windows Visio software to diagram current and future network layout.Resolved IT tickets for desktop PC support

Introduced potential club members to the benefits of obtaining a membership.Provided pertinent information about the merchandise and available plans. Assisted in the maintenance and upkeep of computer hardware and networking equipment.