Objective



To work in a challenging position in the field of IT, Desktop Support and Network Administration while utilizing my skills, knowledge and experience to provide complete customer satisfaction


Summary


US Citizen


Employment

2008 -  Present

Expected date of graduation : June 2010

2003 -  2005
Associate

COMPUTER AND GAMING SKILLS

Operating Systems
Vista and Longhorn Windows Server 2003 Windows XP Professional Windows 2000 Advanced Server Windows NT 4.0/98/95/ME Windows 2000 Professional Windows NT Server Enterprise 4.0 OS/2 3.0/4.0 Sun Solaris 7.0/UNIX/Linux MacOS 7.5. x/X Windows 95/98/ME DOS
Novell Netware

Programming Languages and IDE
ASP and ADSI XML VBScript Jscript

Source Control Management Software
Perforce PVCS IBM Rational ClearCase
Visual SourceSafe Source Depot

Bug Tracking Software
ClearQuest Bugzilla ProblemTracker
Product Studio

Software Distribution Tools
Microsoft Windows Installer Microsoft SMS 1.2/2.0/2003 Automated Software Installer

Help Desk Software
Remedy Help Desk Heat Peregrine
Track IT MSE

Remote Access Tools
Dial Up Networking Analog/ISDN Cisco Secure Administration Ace Database
VPN client SMS Citrix Metaframe
Management Console Real VNC Windows Remote Desktop
NetMeeting

Other Communication Tools and Office Suites
MS Exchange Server Lotus Notes Client 4. x/5.0 Office
Microsoft RADIUS Microsoft Outlook XP/2000/97 Eudora Pro 4.x
Citrix WinFrame Hummingbird NFS Maestro WRQ Reflection X
Hummingbird Host Explorer Corel WordPerfect Suite ClearQuest

Enjoy playing Video Games on Xbox, PlayStation 2 and Nintendo Wii and other computer based games
Enjoy setting up different Operating Systems and Computers, Cars/Automotives and Basketball
Expert in setting up Dolby ProLogic, THX, Digital Home Theaters with large projectors
Enjoy playing Baseball, Tennis and Basketball
Enjoy riding mountain bike

Working towards MCSE

Microsoft Corporation Full Time contract

November, 2008 -  Present
Support Analyst

Support users inside the Windows Organization regarding proprietary internal tools in the Windows Internal Tools Support team
Investigate issues involving the Automated Software Installer ASI by analyzing the log files of the build installation and determine if the error was setup or network related
Monitor MSE to manage diverse communications and track various technical incidents through to resolution
Utilize Product Studio to file bugs and to track and document code related errors
Grant or deny access requests in Sharepoint to the Win 7 Portal, WEX, WEX sub-sites and the Win 7 document library according to the group the user belongs to
Create Product Signoff sites utilizing the Product Signoff Tool when users requested
Manage CompCentral database as the subject matter expert to approve or deny additions or deletions of nodes and binaries
Analyze the TFS Difference Resolution in CompCentral to determine if the nodes and components are synching properly with Product Studio
Investigate and resolve issues related to Team Foundation Server, Timebuild Verification Service, Product Health Indicator, Build Notification Service and BVT
Document and streamline internal processes, taxonomy and methodologies regarding handling of diverse issues in FaqEase
Scrutinize Code Coverage related issues to conclude if the error was caused by Magellan, Vulcan or the Win Cover tools

Interface and collaborate with the Windows Test Technologies WTT and other teams in Windows to meet a timely resolution to various issues
Validate Build Service Notifications

June, 2008 -  October, 2008
Senior Desktop Analyst

Supported users with technical issues in Russia, China, Azerbaijan, Brazil, Canada, France and England in the International Division, locales nationwide
Utilized the Altiris Deployment Console to image desktops, laptops and workstations with the standard image in addition to required and approved applications
Invoked the Carbon Copy client integrated in to the Altiris NS Console and Remote Desktop to assist users remotely

Monitored Service Center to acknowledge open tickets and document resolution of known issues, update the status and close them
Initiated the Altiris NS Console to push requested applications to the individual machines after a needs assessment was performed and software was approved
Deployed IT equipment and peripherals for new users and visitors from abroad after imaging the respective machines
Refreshed old machines whose warranty had expired by imaging new units via Altiris, replaced them and renamed them accordingly
Investigated hardware and software issues with printers and plotters like mappings and calibrations
Picked up IT equipment from offices of users that were terminated, backed up their machines and wiped them using Altiris

October, 2006 -  June, 2008
Desktop Support Lead

Performed Project and Non-Project Desktop Moves from the point of origin to the new location
Disconnected Laptops, Desktops and Linux machine setups documented IT components and diagramed configuration
Reconnected IT equipment according to original hardware configuration and setup
Tested every individual machine to check for functionality and possible technical issues
Performed LAN testing and Power testing on each hardware interface on every new move location
Provided technical support to end users following every desktop move to resolve any issues that surfaced subsequently
Trained team members to perform disconnection and reconnection of IT components
Advised team members on how to interface with customers and resolve diverse technical issues

October, 2005 -  October, 2006
Desktop Support Analyst

Supported users in the GID Network Infrastructure Worldwide consisting of domains in the Americas, Europe and Asia
Resolved technical issues with Windows XP, Microsoft Office and Microsoft Outlook.
Assisted users in configuring and troubleshooting proprietary application connectivity, security, usability and customization issues
Investigated users Smartcard, Mobile Office Business and Mobile Office Private remote access accounts
Utilized Service Center to document and follow up with issues related to the individual users
Used the Primus database to research resolves for certain technical issues and scenarios

October, 2004 -  October, 2005
Systems Support Analyst

Epoch monitors the full drilling process for over 750 drilling rigs worldwide, Nabors, Grey Wolf and Kenai
Analyzed issues with standard manually pointed satellites and Motosat satellites which acquired a signal automatically
Troubleshooted network connection related issues with Motosats and standard satellites
Calibrated Motosats and standard satellites to resolve signal strength issues with the LNB
Configured settings of the Skew, Azimuth, Datastorm antenna, HN7000S modem, D3 controller and F1 motor for optimal performance
Performed complete installation and support RIGWATCH real-time data acquisition system on drilling rigs
Used remote Administrator software to install and uninstall RIGWATCH and RIGREPORT software
Investigated all networking scenarios with Windows XP and 2000 in lieu of RIGWATCH and RIGREPORT
Investigated all computer related software and hardware issues in a Windows 2000 and XP environment
Investigated and configured Netgear, Cisco and Linksys routers
Administrated Users by creating, deleting and modifying accounts for investors using MYWELLS.com
Performed surveys of drilling rigs to determine required hardware configurations. Tested systems in shop prior to installation
Tested and Investigated data acquisition hardware and software after installation
Provided 24 hour on call technical support of field installations
Customer relations and field sales of Epoch products and services

October, 2003 -  October, 2004
Desktop Support Analyst

Supported 250 users on site and remotely via phone and RealVNC
Used Remedy helpdesk software to track and manage tickets
Updated workstations physically and remotely with latest service packs and security updates
Installed and supported all Microsoft and proprietary mortgage applications
Analyzed workstations with various hardware and software configurations and resolved technical issues of each particular unit

August, 2002 -  September, 2003
Desktop Support Agent

Supported over 1500 users worldwide
Investigated users DSL and Cisco VPN connections

Used YCAMS software to manage and track work orders
Reset and unlocked user accounts
Assisted users with webhosting accounts

August, 2001 -  September, 2002
Desktop Support Technician

Education

Training

Supported up to 800 users at the corporate location
Investigated hardware and software issues on all HP/Compaq desktops , workstations and servers
Resolved technical issues related to SAN units , Enterprise , Solutions , Marvel , Alpha , Proliant , ML360 DL380 Pavillion and Compaq Presarios
Held group meetings to implement and streamline policies and procedures