SUMMARY

• A+, MCP and ITIL certified Network Administrator and Help Desk Analyst with hands - on experience on administrating new user accounts, editing of groups and distribution lists, permissions, exchange management, VMware administration, telephony and troubleshoot network connectivity issues.
• Experience using Remedy, Service Now and JIRA ticketing systems.
• Managed and supported global networks, including Cisco phones, VPN, Unity Connection and Unified CM Console, printers, imaging laptops, configuration of existing user laptops, Active Directory administration, Exchange and Outlook email, wireless issues, mobile devices and other proprietary software. Managed procurement and software licensing for IT groups.

TECHNICAL SKILLS

Software: Citrix, MS Office, Remedy, Adobe, Oracle, Java, Imaging software, Active Directory, SCCM, McAfee, Symantec Endpoint, JIRA, Service Now, NCR Aloha.

Operating Systems: Win 2000, XP, 7, 8 and 10, MacOS, Server 2003/2008 and 2012 R2, DOS.

Hardware: Hard drives, projectors, docking stations, printers, portable devices, memory, network adapters, routers, switches, modems, Windows Server 2008, 2012 and 2016.

Help Desk: 10 years of help desk experience utilizing different CRM software.

PROFESSIONAL EXPERIENCE

Confidential

Solutions Desk Analyst

Responsibilities:

• Performed 1st and 2nd level service desk operations and network administration duties.
• Troubleshot software and hardware, both over the phone, remote desktop and deskside support for Confidential corporate and contract employees.
• Performed AD (Active Directory) administration for new and terminated employees, account setup, boot script and membership group permissions.
• Used SCCM and other methods to push software.
• Responsible for all 1st and 2nd level support, including corporate and contractor employee’s.
• Supported computers, printers, phones, VPN, VLAN, routers and many login issues with different platforms.
• Helped with migration from Office 2010 to Office 365.
• Supported MS Exchange.
• Trained users on software, administered 365 admin console, and licensing issues.
• Installed and helped users setup 2 factor authentication and corporate software on mobile phones.

Confidential

Network Administrator

Responsibilities:

• Responsible for 1st and 2nd level IT support for a global not - for - profit organization and DISYS enterprise network.
• Supported via phone, email, chat, deskside and remote desktop tools.
• Lead and helped supervise 7 other level 1 analysts, 5 in India in previous role.
• Duties included cloud based support, Google docs, drive, email, workstation and network connection issues, Office 2010/2013, Windows 7 and 8, printers, passwords, mobile devices, malware threats and proprietary web based applications.
• Utilized Remedy ticketing system.
• Contributed to our growing knowledge base.
• Played an integral part of editing, approving and publishing, researching and sharing of the knowledge base articles.
• Supported DISYS global network, including Cisco phones, VPN, Unity Connection and Unified CM Console, printers, imaging laptops, configuration of existing laptops, Active Directory, Exchange and Outlook email, wireless issues, mobile devices, JIRA ticketing, MS Office and other proprietary software.
• Licensing renewal and procurement responsibilities.
• Administered new user accounts, edited groups and distribution lists, permissions, exchange management, VMware administration, telephony and troubleshot network connectivity issues.

Confidential

IT Support Analyst

Responsibilities:

• Daily duties included Active Directory administration, various password resets, editing of group memberships, login scripts, Novell iManager editing and verification, troubleshooting remote connections, VPN, and RSA token code management.
• Responsible for network connectivity within enterprise core domains, switches, printers, remote users, Citrix servers, Wyse terminals, workstations, laptops and Rumba AS/400 mainframe.
• Troubleshot proprietary applications, Microsoft XP and Office 2003/2007, Blackberry, iPad and Android device connections to network, BES, and Exchange Server.
• Escalated and/or dispatched issue’s for resolution when necessary.
• Extensively used Service Now call tracking software.
• Practiced strong ITIL standards.

Confidential

Network / Technology Support Engineer

Responsibilities:

• Technical support of network computers, printers, phone system and all corporate software.
• Duties also included support and troubleshooting of WiFi connectivity, routers, iPhones, VoIP and video conferencing software and support.
• Responsible for daily operational support, technology research, implementation, training and development.
• Administrator of Citrix client and didactic/clinical software.
• Responsible for inventory, licensing and documentation of equipment.
• Setup and installed new software and hardware, including OEM, MS Office, Citrix client, iPhones, Printers, Email, Routers, Switches, WAP’s and Projectors.

Confidential

IT POS Helpdesk Analyst

Responsibilities:

• Responsible for network and software support for over 2,000 restaurants nationwide.
• Troubleshot Cisco routers, Juniper switches, HP file servers, Radiant terminals.
• Performed setup, configuration changes, employee logins and codes, pricing changes and assignment of codes within Aloha and BRS POS software.
• Utilized Service Desk SLA software.
• Performed analysis of accounting errors within POS.
• Supported KDS and Digiport interfaces as well as extensive use of Citrix based proprietary software.
• Supported MS Office, MS Server 2000 and 2003, Delphi, HP laser jet and thermal printers, VPN, various login/password resets, user administration and extensive use of remote desktop tools.

Confidential

Network Support Analyst

Responsibilities:

• Responsible for network administration support with LAN connectivity and configuration.
• Troubleshot computers, printers, routers, video equipment, WiFi and product issues.
• Provided support for end users and data entry of code into bioelectrical medical devices.
• Developed and designed a website and configured a tracking system for affiliates in correlation with the “buy now” buttons and helped in marketing the site.

Confidential

IT Helpdesk Analyst

Responsibilities:

• Provided both Tier 1 and 2 help desk support.
• Setup new user accounts, permissions, network drives, password resets, deletion and creation of accounts using Active Directory.
• Troubleshot of all hardware, including printers, Blackberry’s, workstations, routers and laptops.
• Provided network support for LaQuinta Corporate office, drive mappings and password logins
• Duties included VPN, WiFi, Citrix issues, reservations, Aloha POS and other interfaces synching with Property Management System.
• Utilized Service Desk software for call logging and SLA Management.