Tier II/III technical support for PCI/SOX application (administration and customer-based)

New Hire On-Boarding and Off-Boarding

Hardware and Software Procurement

Managing Images for Laptops / Desktops

Enterprise-level incident management and deployment tools:
CA Unicenter Desktop and Server Management (DSM) Windows XP, Vista, 7
Landesk Software Deployment and Packaging Microsoft Office 2003/2010
Business Objects Reporting MAC OSX
RSA VPN Administration tools Lenovo
BES Hewlett Packard
Active Directory Dell
VDI Dameware
Remedy Symantec Ghost
Webex Adobe Connect
Citrix Many Proprietary Applications
Avaya Video Conferencing
HP Open view Microsoft SCCM 2012
Lotus Notes LXE Handheld scanners
Cannon Multifunction Devices

CAREER EXPERIENCE:

Solar Turbines through Volt Technical (6/2012 to Present)
Desktop Support Analyst
Providing 2nd level support for 3,700 end-user base environment for laptops and desktop computers, Primary technician responsible for device refreshes which include migration of applications & data, Supporting audio / visual devices diagnosis and support (projectors, smart TV’s, polycom units, etc), support Cannon multifunction devices, HP printers & LXE handheld scanners.

Intuit Inc. Payment Solutions Division (1/2008 to 8/2011)
Desktop Support Specialist
Responsible for imaging and deployment for 1,000 user-base environment. Participated in developing consistency standards across organization to enhance support and client experience. Tier 1/3 admin responsibility for proprietary and 3rd party relevant applications. On-boarding and off-boarding users in a PCI secured environment. Procurement, developing secure imaging and deployment models for a PCI secured environment. Supporting and assisting in development of secure mobile and wireless device policies. Tier 1/2 Active Directory administration (password resets, user account ACD, distribution lists and security groups ACD). Extensive use of remote admin tools to support customers locally and at remote locations. Tier 1/1.5 network troubleshooting support. Supporting audio / visual devices diagnosis and support (projectors, smart TV’s, polycom units, etc.), support Cannon multifunction devices, HP printers.

Addeco Technical (Cardinal Health) (4/2007 to 12/2007)
Technical Support Representative
Providing service primarily for hardware and software components, participating in the installation and upgrades of Pyxis systems; Executing preventative maintenance program, participating in pre-installation test, reconfiguring, and documentation of uncovered; Technical support of all applicable Pyxis systems, working with Nurses & Pharmacy staff to resolved technical issues associated with Pyxis devices.

Intuit Inc. (02/2002 – 10/2006)
Information Technology Operation Analyst
Performing Operating System upgrades on MACS (HP3000) Systems, installing disc arrays & 3rd party software, managing user accounts, performing database resizing, creating and modifying scripts, adhering to production schedule for batch processing of scripts. Extracting SOX
Compliant windows, Linux & Unix server host for monthly audits. Tier 1/2 admin responsibility for proprietary and 3rd party relevant applications, CA Unicenter Desktop and Server Management (DSM), Patching of windows, Unix & Linux OS’s.

Education & Technical Certifications:

Computer Applications & Networks, Coleman University
Active Directory
ITIL Foundations 3
Microsoft Certified Professional

References:
Upon Request