Objective: Searching job for the post of tech support or supervisor a staff in reputed firm to show my abilities.
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System Analysts
Confidential,Coral, FL. (2011 - Present)

Principal Responsibilities

• Perform on-site analysis, diagnosis, and resolution of complex desktop both Mac and PC, network, and telecommunications issues for end users and recommend and implement corrective solutions.
• Install, update and upgrade Windows 7, XP. Configure, test, monitor, and troubleshoot/analyze end user workstations, local area network hardware, software, and telecommunications services such as phone system, personal computers, system software, software applications such as Citrix, WO Orbit, Ricoh, HP, Canon and Savin copier printers setup, configure and troubleshoot, which also include desktop printers. Servers, routers, bridges, switches, modems, and cabling to deliver required service levels.
• Assess/analyze the need for and implement performance upgrades to PCs including installation of new hardware or software on an individual or large-scale basis. Ghosting software such as Fog Server.
• Support local and remote sites using Dameware with troubleshooting, maintenance, and repair of multiple technology areas including, but not limited to, desktop support, telecommunications, network infrastructure, and dialer modem technology.
• Plan, coordinate, and implement network security measures to protect data, software, and hardware.
• Serve as on-site point of contact for IT Departments to complete corporate wide projects, communicate issues, concerns, and questions, and understand changing IT system requirements, changing technology, and best practices.
• Maintain and enforce policies and procedures related to network end users, end user environment, directories, and IT security. Such as Domain controller and Active Directories. Add new Computer to Domain and maintain user accounts.
• Train all end users on usage of software and equipment.
• Communicate with other IT departments to report and resolve software and/or hardware issues. Partner with Network and Systems Administration Teams to ensure efficient operations of the desktop computing environment which
  include domain name services and password resets.
• When requested, assist with the coordination and implementation of large-scale deployments of new PCs and Macs at one or multiple sites.
• When requested, assist site with facilities support, including space planning, security, safety, and storage and vendor relations.
• Participate in projects performed by the IT department.
• Provide feedback to management concerning possible problems or areas of improvement.
• Make recommendations to implement improved processes.

Perform other duties as assigned by management.

IT Manager
Confidential,FL. (2009 – 2010)

• Evaluating user needs and system functionality.
• Ensuring that IT facilities meet the needs of individuals and projects.
• Planning, developing and competitive prices from suppliers, where appropriate, to ensure cost effectiveness.
• Scheduling upgrades and security backups of hardware and software systems.
• Researching and installing new system.
• Ensuring the smooth running of all IT systems, including anti-virus software, print services and email provision.
• Ensuring that software licensing laws are adhered to.
• Providing secure access to the network for remote users.
• Ensuring the security of data from internal and external attack.
• Providing users with appropriate support and advice.
• Managing crisis situations, which may involve complex technical hardware or software problems.
• Mentoring and training end user staff.

Any other duties as assigned.

Client Services Manager
Confidential,FL. (1999 – 2009)

• Oversee all operations and functions of high-volume help desk operation providing 1st and 2nd level support for more than 300 users.
• Hire, train, and supervise team of 3 analysts.† Perform performance reviews.† Serve as final escalation point before manufacturer / vendor / service provider.
• Monitor daily activities and performance to ensure compliance with all service agreements.† Compile and analyze data, prepare daily reports on call volume.
• Review help desk operations, software (Spice Works), and user needs.† Forward recommendations regarding enhancements or potential operational improvements.
• Plan and implement hardware and software upgrades for main location and three satellite sites.
• Arrange and coordinate resource moves, including recent move of 600 users, with no down time.† Work in conjunction with specific project managers on all aspects of moves.
• Review daily problem management tool to ensure team consistency regarding troubleshooting methods, accuracy of call log, and user profile information.† Maintain compliance with all standard operating procedures.
• Currently in preparation stage for major project, involving upgrade of all user computers from Mac 10.5, 10.6, Windows 95, 2000, or NT to Windows XP Professional, in order to standardize all 300 users.†

Project involves coordinating logistics of set up and rollout of machines with no downtime for users, as well as planning for training on new operating system, while ensuring no loss of data / files / key programs.

Lead Help Desk Center / Service Support Specialist
Confidential,FL. (1995 – 1999)

• Provided technical support to end users for PC and Mac-related issues.† Reviewed calls, performed troubleshooting, routed calls to appropriate service group as necessary.
• Maintained call and problem management logs, followed up with all users to ensure resolution of problems.
• Monitored and maintained desk side queue, dispatched technical service personnel to user locations.
• Coordinated efforts with help desk and desktop support manager to ensure proper escalation and arrange resource relocations.

Oversaw equipment and user set up for all new users.