• In Charge of IT operations in Atlanta, Fort Worth Dallas TX, Sterling VA and Denver CO facilities.• Responsible for carrying out Net Backup© from the Atlanta data center.• SME Brightsign information display setup, deployment and management leading to better information dissemination to employees in the Florida, Atlanta, Sterling and Indianapolis offices.• Liaison with Dell technical team to process and test images for our production units in the field.• Helpdesk processes Subject Matter Expert (SME)• Responsible for Phone setup within Cisco call manager / Ip communicators and Cisco WebEx.• Hardware Encryption SME using both Microsoft Bitlocker and HP Protect encryption.• Part of the procurement group in charge of replacements through active pre-procurement and service of equipment in a Ready spare project.• Responsible for spearheading infrastructure department’s special projects such as Bitlocker, Webmin online Printer administration, Support for Facility relocations, on boarding of new processes from other teams – weblogic reboots, Application support handover/training.• Remote and onsite administration, supporting installation, configuration, monitoring, and maintenance of software and hardware.• In charge on product research and integration.

• Resolved escalated issues for assigned areas of expertise.• Performed Ticketing Triage and resolution formulation. Experience with CMT ticketing system. • Provided back up support for other team members when needed.• Monitored High Visibility applications for outages and Errors in processing.• Provided training, direction and guidance to newer and less experienced members of the team.• Provided weekly report of hours spent in support of each assigned project/program.• Effectively and efficiently interface with all support personnel to complete assigned tasks/duties.• Interfaced with IBM management, project managers, developers and architects• Implemented special projects• Provided data reporting and analysis as required.• Managed knowledge database to ensure current processes and documentation are maintained• Provided reporting and administration support for the Case Management Tracking system• Computer assembly, Imaging with Ghost, application support, remote support.• Multi- vendor application support. Hardware Assisted Virtualization via VMware workstations• Managed the applications servers for Centra and Elluminate via the Ayudame Virtual machine.• Maximo backup manager, installation, configuration and scheduling for disaster recovery.• Broadband support for inbuilt laptops cards and blackberry maintenance.

• Spearheaded Asset Disposal project that netted $12000 for equipment previously thrown or given away.• User administration in salesforce.com – Activations, de-activations, License acquisition and reallocation. • Troubleshooting various hardware - scanners, printers and production workstations including but not limited to re-installation of various applications both homegrown and OS related issues.• Network performance monitoring and escalation to the relevant teams as per policy and guidelines.• Imaging new and refurbished machines going out to facilities for allocation with the proper images as prepared by the hardware team.• Creation of Bat logon scripts for various functions.• User administration using Active Directory and Citrix.• Creation and management of Exchange mailboxes.• Creating and editing AVI XML scripts to call various programs and functions.• Blackberry troubleshooting and Blackberry Enterprise Server Administration. • Responsible for SQL data query and report generation.• Providing initial problem determination and dissemination for the various specialized support groups.• VMWare ESX integration and management of the VM datacenter via VCenter.• Part of a First Choice Global Initiative to decrease SLA resolution time and production downtime.• Responsible for logging/tracking tickets using ServiceDesk ticketing system.• Updating the Solutions database as a knowledge pool for other ServiceDesk users.• Takes part in the creation and enhancement of departmental policies, procedures and processes to enhance customer satisfaction.

• Hardware troubleshooting on laptops, desktops and servers• All Transport Data SQL support• Windows XP/Vista advanced troubleshooting• Responsible for advanced walkthroughs for hardware replacements, repair and upgrading• Network setup, support and troubleshooting both wired and wireless.• Handled escalations and ensure that they are taken up by the escalation team.• Liaised with field dispatch team to arrange for field technicians to attend to offsite support calls.• Escalated from the junior staff on system integration matters, customer satisfactions and/or problem resolution.• Trained new users on the Truck-IT system and troubleshooting tickets when escalated.• Managed a knowledge base for solutions and various tech support queries,• Responsible for reporting to the manager on various tasks and status as of the end of week goals.• Ran reports on open tickets from Truck-IT system with the aim of streamlining solution turnaround time.• Led and managed the implementation and conversion of Asset logs from manual processing which improved the timeliness and accuracy of financial reports, increased work efficiency and productivity. • Directed the implementation of the Truck-it (Truck routing, dispatch and time log) system reducing losses due to down time, efficient dispatching and thus increasing efficiency by 22%. • Implemented PABX phone system thus eliminating the need for manned telephone system. • Updated 4 months backlog of backups in impressive time of less than 3 weeks using automation and planned maintenance. • Implemented and support Network printing and in-house PC and Laptop refresh as opposed to sending them to a service center improving turnaround time by 40% and slashing IT Department cost by 30%