Red Hat (Raleigh, NC)

Windows Desktop Administrator

January, 2011 - Present

    Design, document, implement and support Active Directory joined Windows 7 Corporate Standard Build.

• Designed and tested Windows 7 desktop to meet the needs of internal users with requirements for Windows only tools.
• Implemented and maintained Windows 7 desktops using Windows Deployment Toolkit.
• Managed and supported tertiary software for Windows 7 deployment (Anti-virus solution, folder redirection, etc.).
• Composed support documentation pertaining to Red Hat’s Windows 7 Corporate Standard Build for end users and support personnel.
• Provided escalation support for systems where existing documentation did not cover circumstances.
• Provided technical training and mentoring for internal Service Desk personnel.

Red Hat (Raleigh, NC) Contracted through TekSystems

Desktop Support

October, 2010 - January, 2011

    Support of internal employees, both local and remote, on desktop and laptop hardware and associated peripheral devices.

• Provided technical support and guidance to users users on Red Hat Linux 5, Red Hat Linux 6, Mac OS X, Windows XP and Windows 7 desktop systems.
  
• Installed, configured and troubleshot end-user workstations and related hardware and software.
• Assisted in pushing updates to RHEL desktops remotely.
• Troubleshot and resolvde issues with RHEL desktops not backing up as expected.
  
• Received and responded to incoming calls and remedy tickets.
  
• Documented instances of desktop equipment or component failure, repair, installation, and removal.
• Supported VMWare player on RHEL systems running Windows guest operating systems.
  

DocSite (Raleigh, NC)

Desktop Administrator

February, 2010 - October 2010

    Desktop administration and junior level administration in a 99% Microsoft environment. Provided support to local and remote users for desktop, phone and terminal services.

• Performed on-site and remote analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommended and implemented corrective/creative solutions, including off-site repair for remote users as needed. Windows XP, Windows Vista, Windows 7, and Mac OS X Platforms.
• Installed, configured, tested, maintained, and troubleshot end-user workstations and related hardware and software.
• Assessed the need for and implement performance upgrades to PC boxes.
• Received and responded to incoming calls, pages, and/or e-mails regarding desktop problems.
• Ensured that physical desktop connections are in proper working order.
• Developed and maintained an inventory of all computer related components, equipment, and software.
• Documented instances of desktop equipment or component failure, repair, installation, and removal.
• Ensured that daily backup tape rotation was completed, and backup hardware and software were on track for successful completion during automated overnight process.
  
• Liaised with third-party support and PC equipment vendors.
• Conducted research on desktop products in support of PC procurement and development efforts. Evaluated and recommended products for purchase.
• Assisted in the day-to-day operations of the company’s LAN and WAN, as well as other infrastructure components.
• Provided technical support and guidance to users.
• Created and maintained user accounts.
• Managed company's Fonality VoIP solutions. IVR menus, dial plans, call routing, and phone extensions/queues.
• Documented and automated desktop configurations using custom WIM images, unattended Windows installation media, VBS and batch files.

iContact (Durham, NC)

    Desktop support of Macintosh, Microsoft and Ubuntu Linux desktops and laptops. Administration of Debian / Ubuntu Linux and Microsoft systems in company's on site and remote data centers.

• Performed user account creation, deletion, and configuration.
• Installed and assisted in maintenance of internal servers, networking equipment, and other supporting hardware.
• Analyzed system logs to identify potential issues, and respond to system reported problems.
• Provided technical assistance and support to development team and other users on various desktop platforms (Windows Vista, Windows XP, Mac OS X, Ubuntu Linux).
• Responsible for documenting system hardware and software configurations.
• Compose documentation on company knowledge base to provide all company employees with procedures and documentation for common questions and problems.

Hewlett-Packard (Cary, NC) (formerly Opsware Inc.)

Technical Solutions Consultant for Datacenter Automation Software

    Level 1 Customer Support

    Level 2 Customer Support

December, 2006 – October, 2008

    Provide application support to Systems Administrators, Network Administrators and internal Sales Engineers for Opsware Server and Network Automation Software (SAS and NAS, now known as HPSA and HPNA).  All work performed was documented and tracked in a proprietary ticketing system and later via Salesforce portal.

• New Level 1 position created to alleviate existing workload. Helped to create more availability for senior resources by providing initial customer contact point and requesting common troubleshooting information.
• Review log files received from customer to determine reason for unexpected software behaviors and provide help in identifying and isolating server hardware and OS configurations causing adverse effects on Automation Software.
• Assist customer in configuring automation software to meet their individual needs and provide knowledge to customers calling in with questions regarding the operation and expected behaviors of the software.
• Document troubleshooting and application specific information in newly implemented Knowledge Repository.
• Responsible for maintaining Knowledge Repository server and software solution, and user access to the software.
• Linux Desktop environment and rudimentary *nix assistance to customers relied heavily on existing *nix knowledge.
• Work with customers to document and bring Software Enhancement Requests to the attention of engineering team.
• Work with engineering team to reproduce and document software defects and provide customer with workarounds.

Innovations Group (Durham, NC)

IBM Point of Sale Support for USPS

    Tier 2 / Trainer

    Tier 3 Tech Lead

    “Night of Install” Team lead

    Tier 4 / Software Support

February, 2001 – August, 2006

    Vendor operated help desk that remotely administered client hardware and software. Part of three-person Tier 4 team that supported both field customers and local Tier 2 / 3 agents. Troubleshot hardware malfunctions, software malfunctions, diagnosed data problems and network connectivity issues.

• Coordinated installation of new facilities or remotely converted existing systems to new network infrastructure.
• Performed remote verification of WAN, LAN, Data conversion and Domain access at the time of installation / conversion.
• Created accurate, working Knowledge Base documents for use by Tier 2 / 3.
• Updated existing documentation based on feedback from Tier 2 / 3 agents, and quality checks of work performed at those levels.
• Formulated, requested and remotely implemented site data corrections, on a case-by-case basis, for financial discrepancies caused by software malfunctions.
• Root cause determination for software and hardware problems.
• Worked directly with development team to isolate and document software defects.
• Gathered and analyzed data for problematic facilities and recommend viable, long term solutions directly to United States Postal Service Program Office.
• Developed and streamlined new and existing tool set to reduce call length and time required for root cause determination.
• Assisted development team in creating scripts to isolate software problems and implement defect corrections.