____________________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____________________
2010 to Present - Portal and Application Support Analyst
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.
2007 to 2009 - Senior Desktop Engineer / Site Manager
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
2006 to 2007 - Managing Consultant
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.
2003 to 2006 - Senior Desktop Engineer
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
2002 to 2003 - Contractor / Desktop Support / LAN Administrator
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
2001 to 2002 - Consultant
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.
2001 to 2001 - Network Lead
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%.
2000 to 2001 - Network Technician
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
1998 to 2000 - LAN Adminstrator / Lead
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
1996 to 1998 - Systems Engineer / Contractor
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____________________
the largest association for IT service and support professionals
(HDI) Help Desk Institute
2006 to Present
An independent, membership-oriented association dedicated to the advancement of
IT Service Management best practices
(itSMF) IT Services Management International
2006
____________________EDUCATION____________________
Studies in Computer Science
New York Institute of Technology