QUALIFICATION HIGHLIGHTS

* Best Practices Implementation * Technical Analysis & Research * Probl

em Management
* Large User Base Support * Training & Development *
Disaster Recovery Planning
* Executive Support * Systems Implementations
* Migration & Upgrades
* Project Management
TECHNICAL EXPERIENCE & KNOWLEDGE
Certifications: IBM, A+, Lotus, Computer Associates, MacIntosh, ITIL, NCSA(Micro
soft Certs), Technical HelpDesk
Hardware: IBM, Dell, Gateway, Toshiba, Notebooks, Scanners, Compaq Printers HP,
Epson, Okidata, Toshiba Peripherals Tape Backups, Memory, Modems, Motherboards,
Network Cards, PCMCIA, I/O devices, Blackberries, Smartphones, Network Hubs, Rou
ters, Wireless
Platforms: MS / PC Dos, Windows 95, 98, NT, 2000, XP, Vista, Macintosh, Citrix,
Terminal Server, IP Protocols
Networks: Windows Server NT/2000, 2003, Novell, SNMP, DNS, Wins, DHCP, TCP/IP, E
thernet, VPN
Network/Desktop Management: What's Up Gold, GFI Network Server Monitor, GFI Even
t Manager, DameWare NT Utilities
Software Distribution: MS SMS, Novell Zenworks
Tools: Symantec Ghost, Symantec Backup Exec, pcAnywhere, Real VNC, Lotus Notes,
RSA SecureID, Firefox, Adobe Photoshop, Adobe Reader, Internet Explorer, Various
Anti-Virus products, MS SQL, Frontpage, Web Expressions, Lotus Sametime, Micoso
ft Office Communicator, Microsoft Office 95- 2007, MS Visio, MS Project, Rightfa
x, Winfax, Remedy, FrontRange Heat, Websense
Corporate Trained: SMS Server, SQL Server, Lotus ccMmail, Ms Exchange, Web Desig
n, Windows, Microsoft IIS Administration, Windows NT
*
EMPLOYMENT EXPERIENCE
Portal and Application Support Analyst - 2010 to Present
Intercontinental Hotels Group (IHG), Alpharetta, Ga
Perform triage for incoming support tickets, as routed from 2nd-level helpdesks.
Reporting back to management on resolution status of the most critical outstand
ing issues. Maintain periodic reports on total number of open issues.
* Pro-actively monitor critical Web applications and provide real-time applicati
on support to eliminate or avoid customer impact.
* Troubleshoot, diagnose and route problems with outages for applications in pro
duction
* Manage and investigate trouble tickets that were opened to reflect system/soft
ware defects.
* Train Tier 1/Tier 2 teams on applications for efficient support
* Work with development team partners to ensure appropriate deliverables are pro
vided to successfully support applications
* Develop and maintain all system and application documentation required to supp
ort and maintain assigned applications
*
Coordinate and work directly with Technical Operations to provide oversight, gui
dance and assistance thru problem resolution.
Senior Desktop Engineer / Site Manager - 2007 to 2009
Advantis Technologies, Alpharetta, Ga
Advantis Technologies, is a chemical manufacturing company with approximately $1
.5 billion in annual sales. Together with their subsidiaries, they have 15,000
employees and manufacturing and customer-support facilities in North and South A
merica, Europe, Asia and Africa
* Second and Third level support of corporate hardware and software assets inclu
ding but not limited to Dell PC's, laptops and servers, HP printers, Microsoft O
ffice 2003 - 2007, Neac 2000 PBX phone system, Juniper VPN support along with RS
A Security
* Involved in setting up Cisco switches and router to our corporate data center.
* Configured and installed Cisco wireless technology
* Evaluated the organization's current technology's use and needs and recommende
d improvements, such as hardware and software upgrades
* Met with department heads, managers, supervisors, vendors, and others, to soli
cit cooperation and resolve problems
* Set up user accounts, regulated and monitored file access to ensure confidenti
ality and proper use in an Active Directory environment
* Maintained needed files by adding and deleting files on the network server and
backing up files to guarantee their safety in the event of problems with the ne
twork
* Planned and implemented Windows XP to Vista Migration
* Performed full system tape backups and emergency tape recoveries
* Troubleshot and resolved desktop, network, and systems issues
* Mentored staff, devised rosters, chaired meetings, and provided second-level t
echnical support to local and international users
* Performed advanced troubleshooting and resolution of desktop, server, and appl
ication issues
* Provided extensive customer support with both face-to-face and telephone consu
ltation
* Configured and documented standard desktop computer workstations
* Analyzed and monitored existing network for efficiency and effectiveness, incl
uding server performance, activity, memory and disk space
* Developed a comprehensive Management Recovery Plan in the event of catastrophi
c data center loss
Managing Consultant - 2006 to 2007
TMB Public Relations, Atlanta, Ga
A public relations startup company with clients such as Coca-Cola, Spellman Coll
ege and Emory University.
* Ensured that policies and procedures regarding how problems are identified, re
ceived, documented, distributed, and corrected were followed
* Accomplished help desk human resource objectives by recruiting, selecting, ori
enting, training, assigning, coaching and counseling; communicating job expectat
ions; planning, monitoring, appraising, and reviewing job contributions; enforci
ng and documenting policies and procedures
* Achieved help desk objectives by preparing and completing action plans; implem
enting production, productivity, quality, and customer-service standards
* Relied on extensive experience and judgment to plan and accomplish goals
* Improved help desk quality results by studying, evaluating, and re-designing p
rocesses; implementing changes. Saving the company 30% of their technolgy budge
t.
Senior Desktop Engineer - 2003 to 2006
ADP, Atlanta, GA
Responsible for the day to day operations for corporate's internal 24x7 Service
Desk and Desk Side Computing department. Supporting approximately 900 networke
d end users in 3 remote locations which included Hyderabad, India, Salt Lake Cit
y and Des Moines. Support to the Senior Executive team and assistants were esse
ntial.
* Provided comprehensive evaluations of the current support functions to include
call flows, problem management, change management, staffing models and skill se
ts
* Worked with Executives and Business Managers to help align IT with business ne
eds
* Developed processes and procedures on implementing new technologies
* Monitored the HelpDesk Ticketing System as part of our SLA and metrics system
* Worked with offshore remote partners in India to ensure enforcement and effect
ive application of IT security, polices and processes
* Implemented and managed Best Practices in PC Life Cycle Services
* Developed realistic Best Practices Matrix for Help / Service Desk and Desk Sid
e Computing services based on end users needs and requirements
* Studied the root causes of failure and implemented methods to eliminate them r
esulting of reduction in Repeat Failures from 25% to 14%
* Increased the customer satisfaction rate from 58% to 71%
* Recruited and trained network and desktop support technicians
* Chaired project meetings, and conducted business and technical translations
* Hired new staff, identified deficiencies, and devised solutions for optimizing
communications between the support area and end users
* Directed a team of PC Technicians, a Network Administrator / Analyst, and two
Help Desk personnel in the management of all facets of information technology
* Managed vendors and coordinated a global team
Contractor / Desktop Support / LAN Administrator - 2002 to 2003
ADP, Atlanta, GA
Provide first and second level support to clients including implementation, main
tenance, configuration, control, security, troubleshooting, and usage monitoring
. Provide higher level of software and hardware expertise in order to resolve is
sues, especially cross-department IT issues
* Configured software packages for distribution using Microsoft SMS
* Successfully setup, diagnosed and repaired personal computers
* Diagnosed and repaired computers to component and software level, establishing
alternative repair procedures to meet customer needs
* Performed advanced troubleshooting and resolution of desktop, server, and appl
ication issues
* Trained and assisted users with hands-on troubleshooting of workstation equipm
ent and peripherals
* Directed Windows 95 to Windows 2000 Professional migration
* Configured and documented standard desktop computer workstations
* Troubleshot and resolved desktop, network, and systems issues
* Set up local area networks for classroom projects
* Designed and developed training curriculum and materials used in training clie
nts in use of networking systems
* Established and administered IT security policies
* Led helpdesk team to manage and troubleshot issues-plus-user enterprise networ
k and information security systems for 24/7 availability
* Was on Microsoft Active Directory migration project
Consultant - 2001 to 2002
Self Employed , Miami, FL
Installed, configured and maintained F.A.B. Consultant's wireless network system
.
Duties included, phone and remote support, pc and laptop configuration using Mic
rosoft 95, 98, 2000 operating systems, Microsoft Office training. Setting up of
policies and procedures.
Network Lead - 2001 to 2001
VoiceCom, Atlanta, GA
Directed a 24x7, 5-person networking staff. Responsible for a 900-user corporat
e network in a $100 million telecom firm. Managed designed, supported and provid
ed maintenance of network infrastructure for this state-of-the-art Telecom Compa
ny, providing innovative solutions. Performed network implementations, wiring i
nstallations, hardware and software setups, testing and training. Planned and s
upervised the migration of new network hardware from Cisco to Extreme Networks;
saving the company $1 million dollars in the process.
* Developed and implemented a comprehensive corporate antivirus plan encompassin
g the selection and installation of a Antivirus email software program for the E
xchange environment, development of key Trouble Ticket, Policies and SLA procedu
res, and the hiring of a dedicated Novell Administrator; reduced security incide
nts by 80%, saving the company upward of $500,000 in security-related costs
* Managed the upgrade of Compaq and Dell servers which were out of warranty. In
stallation and maintenance of critical SQL database software
* Reorganized the corporate networking staff resulting in a 10% productivity gai
n concurrent with a 10% drop in costs, as measured by internal benchmarks; reduc
ed annual staff turnover from 15% to 8%.
Network Technician - 2000 to 2001
VoiceCom, Atlanta, GA
* Responsible for administering, optimizing and supporting internal LAN/WAN infr
astructure
* Monitored and supported internal network security, including adding/deleting u
sers and shared permissioning
* Administered Novell and MS Exchange Servers
LAN Adminstrator / Lead - 1998 to 2000
BellSouth Long Distance, Atlanta, GA
* Assessed customer needs, ordered components, assembled computer systems and in
stalled and configured software and peripherals for customers
* Assessed customer needs and recommended appropriate products or solutions
* Designed and led network and security system upgrades, providing technical gui
dance and problem-solving analysis
Systems Engineer / Contractor - 1996 to 1998
BellSouth Long Distance, Atlanta, GA
* Provided maintenance, installation and configuration of network and workstatio
n hardware and software
* Activated and deactivated employee, customer, and company affiliate profiles
* Assessed customer needs, ordered components, assembled computer systems and in
stalled and configured software and peripherals for customers
PROFESSIONAL AFFILIATIONS
(HDI) Help Desk Institute 2006 to Present. the largest association for IT servi
ce and support professionals
(itSMF) IT Services Management International 2006. An independent, membership-o
riented association dedicated to the advancement of IT Service Management best p
ractices
EDUCATION
Studies in Computer Science
New York Institute of Technology