• Responsible for providing technical assistance to Ricoh's internal employees. Provide a timely resolution and expertise for endusers regarding network connectivity issues using Cisco VPN clients, installation of software, assist with the installation of Meraki Wireless access points, assisted with replacing running configurations on Cisco routers, remote network printer installation, wireless connectivity issues, support for iPads, iPhones, Androids. Interaction with the Ironmail email server, problem solving support for IBM Notes and Single Sign On issues along with password resets. Also, Active Directory interaction, supported Oracle R12 and Oracle 11i front-end issues. Support users regarding IE browser patches fixes and many system related applications based in Ricoh RWorld homepage.

Perform conversion of existing home monitoring units, including related accessory equipment, in Philips subscribers' homes. Upon the installation of the new unit(s), the installer will review the service, test and activate the unit(s) with the subscriber

Duties included support for SSI rollout, network health validation and troubleshooting in support of work being performed by field engineers. Monitor Netcool for Data 1 conditions for any sites on project list. Create SSH session and troubleshoot MDF's and IDF's to verify VLAN settings and enable VLAN when needed. Created /updated documentation of issues relating to Cisco switch configurations and installations. This included documenting the resolution of daily issues involving the rollout process and flow control. Evaluated and documented any outstanding issues, coordinate with senior engineers with facilitating resolution of the issues. Troubleshoot Cisco switch configuration and switch stability. Login to wireless access points using Cisco Wireless LAN Solution Engine. Checked/verified Cisco switch stack ordering alignment and verify enabled/disabled switch in stack. Troubleshoot network connectivity issues. Enable switch and switch ports when appropriate to validate ports. Conduct post install check to ensure that all ports, switch and network components are functioning properly. Create daily report to report outstanding issues with rollout.

The Home Depot/ 6/22 to Present• Network Support Specialist/Helpdesk/NOC Rack Re-alignment Project• Duties included support for SSI rollout, network health validation and troubleshooting in support of work being performed by field engineers. Monitor Netcool for Data 1 conditions for any sites on project list. Create SSH session and troubleshoot MDF’s and IDF’s to verify VLAN settings and enable VLAN when needed. Created and updated documentation of issues relating to Cisco switch configurations and installations. Evaluated and documented any outstanding issues, coordinate with senior engineers with facilitating resolution of the issues. Troubleshoot Cisco switch configuration and switch stability. Login to wireless access points using Cisco Wireless LAN Solution Engine. Checked/verified Cisco switch stack ordering alignment and verify and enabled/disabled switch in stack, verify matrix cables. Use of Help Desk Tools Repository to do store Health Checks and troubleshoot network connectivity issues. Enable switch and switch ports when appropriate to validate ports. Conduct post install check to ensure that all ports, switch and network components were functioning properly. Create daily report to report outstanding issues with rollout.

Responsible for providing technical assistance for NCR customers found under PCR (Petroleum, Convenience Retail) division. Issues involved troubleshooting sites End of Day reports, Fuel controller issues, PAP( Pay at the pump)issues, SQL Studio Management issues, POS (Point of Sale) software, remote into site controller to view log files, troubleshoot transactions used for credit/debit. Provide a timely resolution and expertise for end-users regarding NCR proprietary software, by phone, email and remote. Assist On-site Technicians remotely during installation of VeriFone pinpads, POS Terminals, POS Scanners, POS receipt printers.Log tickets using GEMS (Remedy) ticketing system. Used VPN access to remote in to site controllers, Worked closely with Software Support Engineers while assisting with store issues. Evaluated and documented any outstanding issues while coordinating with senior engineers and facilitating resolution of the issues. Provided technical support to customers via phone and email supporting proprietary software while adapting to new technologies.

Responsible for providing technical assistance for NCR customers found under PCR (Petroleum, Convenience Retail) division. Issues involved troubleshooting sites End of Day reports, Fuel controller issues, PAP( Pay at the pump)issues, SQL Studio Management issues, POS (Point of Sale) software, remote into site controller to view log files, troubleshoot transactions used for credit/debit. Provide a timely resolution and expertise for end-users regarding NCR proprietary software, by phone, email and remote. Assist On-site Technicians remotely during installation of VeriFone pinpads, POS Terminals, POS Scanners, POS receipt printers.Log tickets using GEMS (Remedy) ticketing system. Used VPN access to remote in to site controllers, Worked closely with Software Support Engineers while assisting with store issues. Evaluated and documented any outstanding issues while coordinating with senior engineers and facilitating resolution of the issues. Provided technical support to customers via phone and email supporting proprietary software while adapting to new technologies.

Responsible for providing technical assistance for NCR customers found under PCR (Petroleum, Convenience Retail) division. Issues involved troubleshooting sites End of Day reports, Fuel controller issues, PAP( Pay at the pump)issues, SQL Studio Management issues, POS (Point of Sale) software, remote into site controller to view log files, troubleshoot transactions used for credit/debit. Provide a timely resolution and expertise for end-users regarding NCR proprietary software, by phone, email and remote. Assist On-site Technicians remotely during installation of VeriFone pinpads, POS Terminals, POS Scanners, POS receipt printers.Log tickets using GEMS (Remedy) ticketing system. Used VPN access to remote in to site controllers, Worked closely with Software Support Engineers while assisting with store issues. Evaluated and documented any outstanding issues while coordinating with senior engineers and facilitating resolution of the issues. Provided technical support to customers via phone and email supporting proprietary software while adapting to new technologies.

Responsible for providing technical assistance for NCR customers found under PCR (Petroleum, Convenience Retail) division. Issues involved troubleshooting sites End of Day reports, Fuel controller issues, PAP( Pay at the pump)issues, SQL Studio Management issues, POS (Point of Sale) software, remote into site controller to view log files, troubleshoot transactions used for credit/debit. Provide a timely resolution and expertise for end-users regarding NCR proprietary software, by phone, email and remote. Assist On-site Technicians remotely during installation of VeriFone pinpads, POS Terminals, POS Scanners, POS receipt printers.Log tickets using GEMS (Remedy) ticketing system. Used VPN access to remote in to site controllers, Worked closely with Software Support Engineers while assisting with store issues. Evaluated and documented any outstanding issues while coordinating with senior engineers and facilitating resolution of the issues. Provided technical support to customers via phone and email supporting proprietary software while adapting to new technologies.

Responsible for providing technical assistance for NCR customers found under PCR (Petroleum, Convenience Retail) division. Issues involved troubleshooting sites End of Day reports, Fuel controller issues, PAP( Pay at the pump)issues, SQL Studio Management issues, POS (Point of Sale) software, remote into site controller to view log files, troubleshoot transactions used for credit/debit. Provide a timely resolution and expertise for end-users regarding NCR proprietary software, by phone, email and remote. Assist On-site Technicians remotely during installation of VeriFone pinpads, POS Terminals, POS Scanners, POS receipt printers.Log tickets using GEMS (Remedy) ticketing system. Used VPN access to remote in to site controllers, Worked closely with Software Support Engineers while assisting with store issues. Evaluated and documented any outstanding issues while coordinating with senior engineers and facilitating resolution of the issues. Provided technical support to customers via phone and email supporting proprietary software while adapting to new technologies.

Responsible for providing technical assistance for NCR customers found under PCR (Petroleum, Convenience Retail) division. Issues involved troubleshooting sites End of Day reports, Fuel controller issues, PAP( Pay at the pump)issues, SQL Studio Management issues, POS (Point of Sale) software, remote into site controller to view log files, troubleshoot transactions used for credit/debit. Provide a timely resolution and expertise for end-users regarding NCR proprietary software, by phone, email and remote. Assist On-site Technicians remotely during installation of VeriFone pinpads, POS Terminals, POS Scanners, POS receipt printers.Log tickets using GEMS (Remedy) ticketing system. Used VPN access to remote in to site controllers, Worked closely with Software Support Engineers while assisting with store issues. Evaluated and documented any outstanding issues while coordinating with senior engineers and facilitating resolution of the issues. Provided technical support to customers via phone and email supporting proprietary software while adapting to new technologies.

Responsible for providing technical assistance for NCR customers found under PCR (Petroleum, Convenience Retail) division. Issues involved troubleshooting sites End of Day reports, Fuel controller issues, PAP( Pay at the pump)issues, SQL Studio Management issues, POS (Point of Sale) software,

remote into site controller to view log files, troubleshoot transactions used for credit/debit. Provide a timely resolution and expertise for end-users regarding NCR proprietary software, by phone, email and remote. Assist On-site Technicians remotely during installation of VeriFone pinpads, POS Terminals, POS Scanners, POS receipt printers.Log tickets using GEMS (Remedy) ticketing system. Used VPN access to remote in to site controllers, Worked closely with Software Support Engineers while assisting with store issues. Evaluated and documented any outstanding issues while coordinating with senior engineers and facilitating resolution of the issues. Provided technical support to customers via phone and email supporting proprietary software while adapting to new technologies.

Responsible for providing technical assistance for NCR customers found under PCR (Petroleum, Convenience Retail) division. Issues involved troubleshooting sites End of Day reports, Fuel controller issues, PAP( Pay at the pump)issues, SQL Studio Management issues, POS (Point of Sale) software, remote into site controller to view log files, troubleshoot transactions used for credit/debit. Provide a timely resolution and expertise for end-users regarding NCR proprietary software, by phone, email and remote. Assist On-site Technicians remotely during installation of VeriFone pinpads, POS Terminals, POS Scanners, POS receipt printers.Log tickets using GEMS (Remedy) ticketing system. Used VPN access to remote in to site controllers, Worked closely with Software Support Engineers while assisting with store issues. Evaluated and documented any outstanding issues while coordinating with senior engineers and facilitating resolution of the issues. Provided technical support to customers via phone and email supporting proprietary software while adapting to new technologies.

Responsible for providing technical assistance for NCR customers found under PCR (Petroleum, Convenience Retail) division. Issues involved troubleshooting sites End of Day reports, Fuel controller issues, PAP( Pay at the pump)issues, SQL Studio Management issues, POS (Point of Sale) software, remote into site controller to view log files, troubleshoot transactions used for credit/debit. Provide a timely resolution and expertise for end-users regarding NCR proprietary software, by phone, email and remote. Assist On-site Technicians remotely during installation of VeriFone pinpads, POS Terminals, POS Scanners, POS receipt printers.Log tickets using GEMS (Remedy) ticketing system. Used VPN access to remote in to site controllers, Worked closely with Software Support Engineers while assisting with store issues. Evaluated and documented any outstanding issues while coordinating with senior engineers and facilitating resolution of the issues. Provided technical support to customers via phone and email supporting proprietary software while adapting to new technologies.

Responsible for providing technical assistance for NCR customers found under PCR (Petroleum, Convenience Retail) division. Issues involved troubleshooting sites End of Day reports, Fuel controller issues, PAP( Pay at the pump)issues, SQL Studio Management issues, POS (Point of Sale) software, remote into site controller to view log files, troubleshoot transactions used for credit/debit.

Responsible for providing technical assistance for NCR customers found under PCR (Petroleum, Convenience Retail) division. Issues involved troubleshooting sites End of Day reports, Fuel controller issues, PAP( Pay at the pump)issues, SQL Studio Management issues, POS (Point of Sale) software, remote into site controller to view log files, troubleshoot transactions used for credit/debit. Provide a timely resolution and expertise for end-users regarding NCR proprietary software, by phone, email and remote. Assist On-site Technicians remotely during installation of VeriFone pinpads, POS Terminals, POS Scanners, POS receipt printers.Log tickets using GEMS (Remedy) ticketing system. Used VPN access to remote in to site controllers, Worked closely with Software Support Engineers while assisting with store issues. Evaluated and documented any outstanding issues while coordinating with senior engineers and facilitating resolution of the issues. Provided technical support to customers via phone and email supporting proprietary software while adapting to new technologies.

Responsible for providing technical assistance regarding system related issues. Systems and applications supported includes Active Direcory, Avamar, Zoho CRM, Key Scan security, System Center Configuration Manager while supporting internal employees. Provide a timely resolution and expertise for endusers regarding network connectivity issues using Naverisk and NetExtender VPN client, installation of software, lead efforts on installing Cisco SG200FP POE switch, assisted with replacing running configurations on Cisco switchs, remote network printer installation, wireless connectivity issues and support for iPads, iPhones, Androids.

Duties included configuring VPN remote connections to multiple sites that were served by Cbeyond. Use of Siebel ticketing system to track customer calls. Created secure networks for sharing files and data with speeds of up to 4.5 Mbps. Provided assistance to customers with T-1 service which supported multiple users with a single connection. Supported Cbeyond local VoiP phone service and BeyondVoice with SIPConnect. Identified status of T-1 circuits and 10 k Cisco routers when trouble was reported. Investigate issues with Cisco routers when all services were down (ASD). Debug circuits while investigating issues. Troubleshoot Hosted Microsoft Exchange settings for many different Outlook email clients. Assisted customers with webhosting issues, ftp transmissions and configuring Secure Backup & Fileshare. Assisted customers with setting up their network using standard port forwarding configuration using both public and private IP addresses. Interact with senior engineers to resolve complicated issues.

Provide technical assistance for IBM's e-Learning offerings worldwide. Responsible for providing technical support to customers via phone and email in a support group environment supporting proprietary software while adapting to new technologies. Duties and responsibilities included, use of Saba's Learning Management System (LMS) which provides comprehensive learning management for identifying, managing, developing, measuring the capabilities and knowledge of people throughout IBM and Saba Centra which facilitates training interactions throughout the extended enterprise and is used frequently for interactive virtual classes, web seminars and eMeetings. Also, communicating effectively with clients, diagnosing internet/intranet connectivity issues (pop-up blockers, web browsers) Interface with developers and project managers to help research issues, work with department teams as required to provide problem resolution, provide back up support for other team members when needed.

Coordinated time schedules of clients migrating from Windows NT, Windows 2000, Windows 95/98 to Windows XP Professional. Responsible for the deployment and migration of Pc and laptops, including the follow-up on post installs to resolve any issues. Also applied ghosting images while staging from multiple types of media(CD,DVD,UFD) to insure that current images, patches and standards are applied during the staging process while reducing the impact on network resources. Citrix server used to access applications required for installs. Supported clients after installs to insure that equipment is functioning properly. Represented clients on behalf of Siemens Business Services and Kforce as Installation Technician, SAP Server Installation Technician and Laptop Migration Technician. Participated in the ALABS Refresh 2005 Deployment and XP Migration project. Supported clients after migration installations to insure that equipment is functioning properly. Research and resolve issues including the troubleshooting of network issues, hardware, software, printers, Blackberry and PDA devices after OS migration, documented network information. Active Directory used to update information, assign group permissions, unlock accounts, reset users passwords and other routine Administrator functions. Configured Bios/Boot, configured DHCP, DNS, reset passwords when necessary. Configured PC to join ISO domain using proper ISO/ID naming convention and copy users share files. Installation of hardware/software, including SQL, mainframe and AS400 front-end applications. Mapped drives to access data files, changed Administrator passwords. Setup Microsoft Outlook and Lotus Notes, migrate data back using .pst and .pab files, and general use of routine networking and technical support trouble shooting skills and practices

Responsibilities included providing high quality support to all business units and Support Center staff for assigned products. Improve the quality and productivity of the department by providing appropriate mentoring and development to Analysts and serve as a 2nd Tier direct technical support to the business units. * Resolving complex technical support issues that cannot be resolved via telephone by First Tier Analysts. Responsible for company wide PC deployment and ghosting via both across network and disc image. Ghost images were installed on Pc and laptops, pushed images to workstations using Altiris * Operation of all video conferencing equipment and projectors* Provides back up for Help Desk Analyst* Windows 2003 Active Directory used to create accounts.* Maintaining a high level of technical knowledge on assigned products.* Analyzing, documenting, and escalating critical issues to appropriate organization (Network Engineering, Business/Application Specialists, Operations, development, and vendors).* Maintaining technical expertise and knowledge about new versions and products.* Implementing and assisting in the training of new employees; ensure exceptional quality support is delivered.

Responsibilities included monitoring and maintaining control of all billing operations, applications, computing platforms and network elements. Also, assist in implementing pro-active efforts against data network elements requiring attention, to include trouble ticket generation, escalation, outage notifications, submitting and monitoring of daily, weekly and monthly jobs and plays an integral role in instructing and/or directing personnel through trouble resolution. Tracked and performed analysis on incidents and outage conditions and ensure corrections are uniformly distributed and implemented. Monitors various computing platforms such as, Unix, AS400, NT, and Applications such as ICOMS/Infinys, WFA, Peoplesoft, along with monitoring network elements for alarm conditions

Coordinated time schedules of clients migrating from Windows NT, Windows 2003 Active Directory, Windows 95/98 to Windows XP Professional. Responsible for the follow-up on post installs to resolve any issues. Also the staging from multiple types of media(CD,DVD,UFD) to insure that current images, patches and standards are applied during the staging process while reducing the impact on network resources

Responsible for assisting customers and providing service to customers who report Denial of Service attacks. Assist the customer remotely while troubleshooting nature of attack. Responsible for the mitigation of Denial of Service attacks against Level 3 customers and the corporate network infrastructure. Secured corporate network by applying ACL's and firewall filters on Cisco routers. Created, edited and applied firewall filters on m40's, m160's and t-640 Juniper routers interfaces to stop malicious attacks. SSH and Telnet used to access routers. Monitored network for unsolicited mail, viruses and copyright infringements.Responsible for administering Cisco Secure RSA accounts on AAA servers including RSA SecurID token assignments and distributed tokens. Assist Level 3 employees by phone and remotely to resolve authentication issues.Perform router health checks, checked line card memory before placing ACL on router, checked load of CPU on 2600, 3640 and 7200 series routers.Interacted with core switchs, VLANS and other network devices.Monitored network nodes for false positives with HP Openview, DNS used to identify host.Examined firewall logs to determine ports of attack and plan of mitigation. Documented issues using Remedy, Clarify and (3) Help Console. Troubleshoot VPN connectivity and remote login issues. IP addressing used to determine number of host on networks and create firewall policies. Forensic Investigations done for Law Enforcement Agencies, including Dept. of Justice, FBI, DEA and Homeland Security. Subpoenas completed and digital subscriber information used for legal court proceedings.Enforced Level 3 AUP ( Acceptable Use Policy ) Checkpoint CCSA

Coordinated installations with DHR's network administrators (NAC) to achieve the best possible time to achieve maximum results with a minimum amount of downtime. Duties included verifying Netware login, context, server and DHR_Tree. Copied mainframe session files, user application files to network share folders and general use of routine networking and technical support trouble shooting skills and practices.

Field Installation Support Responsible for resolving any customer support operations activity including network connectivity, hardware and software issues prior to the upgrade of all Clinical Information Center computers (CIC) and ApexPro Telemetry Systems as prescribed by General Electric Medical Systems (GEMS) within the state of Georgia. Hardware upgrades ,Ghost imaging, network configuration and general maintenance.

Prevented unauthorized users from accessing private networks connected to the Internet.Installed and configured VPN-1/Firewall-1 software and components. SecuRemote enabled remote users to connect to enterprise networks and communicate sensitive corporate data safely and securely while maintaining high standards of availability. CheckPoint Malicious Attack Detection (CPMAD) used for intrusion detection. Cyber Attack Detection System (CADS) also used to identify malicious internet attacks. Internet Content Security implemented at customers request. Used Lotus Notes to research clients database for the purpose of creating documentation for SLA's (Service Level Agreements)Implemented, configured and maintained clients corporate security policies to achieve maximum security for Enterprise Control Centers customers. Protected internal addressing schemes and conserved IP addresses. Authenticate network users with strong authentication techniques before granting access to sensitive data. Defined and managed multiple firewalled customer security policies in high production environment using Checkpoint Provider-1. (SOC) Responsible for defining network objects, user objects and group objects in rule base.Pushed policies that were used to enforce network security. Network Address Translation used to change invalid IP addresses into legal addresses to protect against hackers. Installed, troubleshoot and maintained Nokia appliances including Nokia 650, 440, 330 and IP 110 (Firewalls)which were used to perform packet filtering on packets entering or leaving the network. Provisioned and configured Nokia firewalls to be accessed via the World Wide Web. SystemWatch used to monitor all customers firewalls remotely. Responsible for troubleshooting LAN/WAN routing and firewall configuration issues remotely by phone and command line.

Duties included troubleshooting network connectivity issues at the Physical Layer 1 including physical connection to hubs and Network Layer 3 of the OSI ModelAdministered NT network and LAN functions, configured TCP/IP, WINS, DNS, administered all Exchange Server 5.5 functions including user accounts and permissions. Installed and configured Solaris 7 in developmental test environment. Use of vi editor and ex editor commands, general manipulation of UNIX files and directories. Assisted in maintaining wireless switch used for wireless suite of applications accessed by law enforcement officials in the field.Built and installed Windows 2000 server/workstations on NT network, installed Windows NT workstation/servers and Windows 98 on NT network. Knowledge of installing and basic troubleshooting of Cisco products using CLI (command line interface) including the 2900 series switches, 2600 and 2500 series routers, Netopia router, CCNA certificate. Assisted in the implementation of new LAN/WAN for VisionAIR and the migration of PDC, BDC, assisted in the installation of RAID 5 (disk stripping with parity) on nine HP LC Netserver 2000 servers, backed up distribution directories and all share files. Responsible for all user accounts and service pack upgrades along with VPN dial-up connections.

Customer service oriented position which supported users in NT environment including hardware and software installations, Elron firewall for NT, network connectivity issues, password securityDuties included the installation of DELL Poweredge NT servers to be used as Primary Domain Controllers and Backup Domain Controllers. , administered all Exchange Server 5.5 functions including user accounts and permissions, custom recipients and passwords resets.Operation of all audio/video equipment and projectorsSupported and maintained all network functions, use of ARCSERVE Backup, knowledge of CSU/DSU, CISCO Routers. PBX maintenance and support, assign numbers and patch local telephone lines.Network management software 'Whatsup Gold' used to troubleshoot network node problemsInstallation of IIS, DHCP, NT primary accounts, setup Exchange server mailboxes, 3Com switch, 3Com hubs, established LAN connections for users workstation to hub and installed and configured network interface cards, printer devices.

Assisted users by phone with the trouble-shooting of hardware, software and network connectivity issues. Assisted users with technical issues and created trouble tickets when needed.