Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests. Perform systems administration of desktop systems connected to local and wide area networks. Provide desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions. Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalation to Tier II/Tier III admins. Provide support for implementation, troubleshooting and maintenance of IT systems. Manage IT system infrastructure and any processes related to these systems. Provide support to IT systems including day-to-day operations, monitoring, and problem resolution for all the Client/server/storage/network/print devices, and mobile devices. Provides polite and friendly customer service. Attempts to resolve as many incidents as possible during the first contact, or at Tier I/II. Efficiently escalates incidents to Tier III when required. Documents incident status and solutions in incident database tools. Possesses current working knowledge of computers, printers, laptops, and common windows applications. Works through various types of issues with telephone assistance. Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability. Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support. Possesses comprehensive knowledge of desktop operating systems and applications.

Provides technical solutions, installations, repairs, and disposals of IT components. Monitors network systems to ensure hardware and software are functioning correctly and operational standards are met. Uses and modifies established computer techniques to identify and promptly resolve network-related problems within the organization by utilizing sound judgment and applying appropriate corrective actions. Performs Non-Appropriated Fund unique system software maintenance as required. Conducts squadron-level computer hardware, software maintenance, and IT component inventories. Assists in administering new user requests for computer hardware and software, ensuring the facility environment, system requirements, and infrastructure is available to support the request. Coordinates with base agencies and contractors to ensure compliance standards are met. If present and the latest virus updates are loaded, ensure virus protection software and have been thoroughly scanned for any viruses on all activity servers and workstations. Provides customer training and assistance for IT systems. Performs other related duties as assigned. Performs essential helpdesk duties to receive visitors and incoming calls; create and maintain user accounts and records; provide new user orientation and training. Administer the unit computer security program.

Manages Enstar US and Bermuda desktop computers, responsible for ten Service Desk Technicians.- Manages the Office 365 and the 2016 Exchange servers, creating new mailboxes, Distribution Groups and Shared Mailboxes.- Performs new user accounts creations, password resets, and password unlocks with Active Directory Manager Plus.- SCCM Administrator, Adds new hardware, images and re-images desktop and laptops.- Perform break/fix on the onsite users on a as needed bases, from installing one off software to rebuilding Exchange profiles used in Outlook. with Level 2 and 3 troubleshooting.

Works with a team of five 24 hours 7 days a week monitoring the middleware applications for the BCBSA for all of the United States.On the ground floor creation of the Operations Center, Set-up Operational guides, SLA response times and the center with equipment.Manage the notifications via phone and email when outages occur, perform trend analysis on middleware application support. Provide support for users and system problems and troubleshoot issues, Escalates issues for resolutions when necessary and participates in planning and execution of disaster recovery procedures.

NGDM - Change Agent-Responsible for learning and then leading a “Lean” organizational transformation process on behalf of target CSC internal functions within Global Information Services (GIS) Global Delivery Networks (GDNs).-Developed Desktop Engineering Service Level Agreements for application packaging and patching.-These functions fulfill infrastructure run and maintain support and project delivery actions on behalf of CSC’s customer accounts. Fulfilled their role, on-site, in designated CSC Delivery Centre’s. -Coordinated data gathering, Perform data analysis, Design organizational process and responsibility changes-Define change implementation plan, define supporting key performance indicators, coach team leaders and members in their adoption of new processes and responsibilities and associated performance improvements.-Define processes and responsibilities to drive continual improvement in the steady state. -Train new NGDM Change Agents, Communicate analysis, plans, results, and issues and mitigations to team, GDN and account stakeholders.

ADS Service LeadDTE Lead New York Stock Exchange EuronextManages 6000 desktop computers globally, responsible for 4 Altiris engineers, maintaining Altiris 6.9 in an operation al status and performed re-configuration of Altiris to conduct application harvesting and global Asset Management. Managing migration to Altiris 7.1- Developed Desktop Engineering Service Level Agreements for application packaging and patching.- I have been acknowledged by senior client management as pivotal in making the engineering team a new-found strength to the CSC Managed Services team.- Working with the client on delivering on several time-critical deployments of applications, upgrades, patches and other types of updates. In this role, I have been asked to work directly with end-users to assess their needs and to negotiate their prioritization with his client face-off.- Consistently available to aid (i.e. both in advice and actual participation in the execution of that advice) the other lines of service on this account, even when the issue exceeds the scope of the engineering team’s responsibility.

Distribution and Operations Team Lead Zurich/Farmers AccountSystem Administrator Sr ProfessionalResponsible for the deployment of application packages to computers on a global scale using BMC Blade Logic Client Automation to approximately 25000 computers. Managed Credant key retrieval after laptop disk swaps. Performed special application reporting on an as needed basis. - Responsible for the deployment of application packages to computers on a global scale using BMC Blade Logic Client Automation.- Organized and established mass deployment schedules for software delivery to ensure client satisfaction and maintain optimum network performance.- Maintained, created, and edited groups for computer policies via Active Directory.- Reviewed daily reports to track mass deployment progression in order to meet established service level agreements.- Reviewed and analyzed application failures by acquiring necessary computer logs required for remediation.- Guided and trained team members on the BMC Blade Logic Client Automation, performed day to day management of team members.- Assisted in the testing and developing of Scripts and SQL queries to track the mass deployments and reporting.

System Administrator with 500 user accounts on and off domain, support, back-ups, and Broadband network maintenance. Supporting client computers for updates, reconfiguration and hardware software troubleshooting.Created and implemented Group Policy Objects (GPO). Used the 6 core GPO's the county had implemented and created 75 new GPO's to enforce the counties policies and to manage the domain.Maintained 27 Windows Server 2003 Enterprise and Standard servers with active directory (AD), upgraded and updated as needed.Managed 2003 Exchange Enterprise Server, created accounts and managed spam e-mail of 12000 plus daily e-mails. Created and implemented back-up and recovery plan for Sumter County, utilizing VERITAS Backup Exec 11d/12d.System Administrator to the counties Web EOC server maintains and upgrades the software and hardware as needed.Analyzed and implemented software patches or hardware changes to fix network deficiencies.Participated in network planning, forecasting, and implementation. Built, troubleshot, repaired and tested network systems, consisting of network equipment installation, Cat 5E and Cat 6 cable construction and installation.Maintained MPLS T-1, Frame Relay T-1, Business Cable and DSL networks.Maintained, modified and documented desktop application packages and developed end-user guidelines.Trained customers to more effectively operate their computer, applications, and peripheral devices.Built, troubleshot, repaired and tested computer systems, and business server systems.Installed and configured CMS and JMS South Carolina Program.Assisted with the creation and installation of satellite server room at the Detention Center with the OSSI JMS program and servers.Provided Business analysis for County workstations and servers, saved the county $30,000.00. Troubleshoot setup and maintained networked and stand alone HP printers.

System Administrator with user accounts, support, back-ups, and Broadband network maintenance.Supported 900 client computers for updates, reconfiguration and hardware software troubleshooting.Maintained 3 businesses' Server 2003 SBS broadband networks, upgraded and updated as needed, created and managed Group Policy objects as requested by the customer.Installed and maintained Windows server 2003 Active Directory (AD).Participated in network planning, forecasting, and implementation. Assisted in identification of resource requirements for network systems. Built, troubleshot, repaired and tested network systems, consisting of network equipment installation, Cat 5E and Cat 6 cable construction and installation.Analyzed and implemented software patches or hardware changes to fix network deficiencies.Maintained T-1, Cable and DSL networks.Maintained, modified and documented desktop application packages and developing end-user guidelines.Provided customer training for operation of their computer and applications, and peripheral devices.Installed, repaired, maintained and upgraded customer computers, Broadband networks (wired and wireless), network infrastructure, and wireless security.Consulted customers on computer and peripherals necessary to complete desired tasks.Built, troubleshot, repaired and tested computer systems, and business server systems.Installed Operating System and applications.Installed and configured peripherals and networking components.Installed VCR and DVR security systems and configured for customer use.Troubleshoot Wired and wireless broadband networks.Troubleshoot parallel and USB printers, setup and maintained networked and stand alone network printers.

System Administrator with user accounts, support, VERITAS back-ups, and Broadband network maintenance (T-1).Maintained and monitored five database servers.Maintained, modified and documented desktop application packages and developed end-user guidelines.Maintained 8 Servers consisting of Windows NT, 2000 Enterprise, and 2003 Enterprise.Installed and maintained Windows server 2003 Active Directory.Participated in network planning, forecasting, and implementation. Assisted in identification of resource requirements for network systems.Built, troubleshot, repaired and tested network systems consisting of network equipment installation, Cat 5E and Cat 6 cable construction and installation.Maintained T-1, Cable and DSL networks.Supported 150 client computers for updates, reconfiguration and hardware software troubleshooting.Installed, repaired, maintained and upgraded customer computers, Broadband networks (wired and wireless), network infrastructure, and wireless security.Installed Operating System and applications.Installed and configured peripherals and networking components.Troubleshooted Wired and wireless broadband networks.Troubleshoot parallel and USB printers, setup and maintained networked and stand alone network printers.Maintained company inventory and invoicing database (Micros).Maintained surveillance/security DVR system.

System Administrator with user accounts, support, back-ups, and Broadband network maintenance.Maintained two database servers Red Hat Linux and Windows 2000 Enterprise.Supported 15 client computers for updates, reconfiguration and hardware software troubleshooting.Installed and configured and maintained T-1 with business network.Participated in network planning, forecasting, and implementation. Assisted in identification of resource requirements for network systems.Built, troubleshot, repaired and tested network systems, consisting of network equipment installation, Cat 5E and Cat 6 cable construction and installation.Maintained, modified and documented desktop application packages and developing end-user guidelines.Maintained company website.Maintained company inventory and invoicing database.Maintained E-Bay store and auctions.

Performs and manages munitions production and materiel tasks and activities. Identifies munitions and equipment requirements. Operates and maintains automated data processing equipment (ADPE) to perform munitions accounting, computations, and research. Stores, maintains, assembles, issues, and delivers assembled nonnuclear munitions. Routinely demilitarizes nonhazardous munitions. Operates and maintains munitions materiel handling equipment (MMHE). Develops and implements munitions materiel management concepts and procedures. Complies with explosive, missile, and ground safety, security, and environmental directives and practices. Identifies munitions by filler, color code, marking, or physical characteristics. Receives, stores, handles, and transports, nuclear weapons.