SUMMARY:

• 8+ Years of IT Support (Windows and MacOS)
• Comfortable administering Active Directory and Office 365
• Microsoft SCCM and thumb drive imaging experience
• Experience with ZENWORKS, RDP, and other remote tools for end users
• Expertise in hard - drive encryption via BitLocker
• Extensive OS migration experience

EXPERIENCE:

Confidential, Dorchester, MA

IT Technician and Helpdesk Support Analyst

Responsibilities:

• Spiceworks ticketing system for problems, service requests, and incidents
• Utilized AD Manager Plus for account setups, password resets and account lockouts.
• VNC for remote computing and assisting remote users.
• Used MSOffice 365 Admin Center for Office and Exchange issues.

Confidential, Boston, MA

Service Desk Technician

Responsibilities:

• Responsible for new hires and rebuilds for Lenovo Laptops and MAC OSX systems
• Understanding of Okta Verify, DUO MFA App within a Google Environment.
• Triaging tickets via Solarwinds ticketing system for problems, service request and incidents
• Utilized AD Manager Plus for account setups, password resets and account lock outs.

Confidential, Waltham, MA

Service Desk Technician

Responsibilities:

• SysAide, Help Desk Ticketing system for problems, service requests, and incidents
• Utilized AD Manager Plus for account setups, password resets and account lockouts.
• SimpleHelp Technician Console for Remote Computing and assisting remote users.
• Used MSOffice 365 Admin Center for Office and Exchange issues.
• Responsible for the majority of Encryption on Lenovo Laptops and MAC OSX systems, including upgrades to Win10, IPhone/Android setups with OktaVerify within a Google Environment.
• Samanage ticketing system for problems, service request and incidents
• Utilized AD Manager Plus for account setups, password resets and account lock outs.

Confidential, Boston, MA

Desktop Support Specialist

Responsibilities:

• Heat ticketing system for problems, service request and incidents
• Responsible for the majority of imaging for Dell Latitude E5470 upgrade, setups, and returns of desktop equipment.
• Edited SCCM with device and user information for proper inventory purposes.
• Utilized AD Manager Plus for account setups, password resets and account lock outs.
• Assisted with move from Summer Street to Revolution Drive Somerville.

Confidential, Boston, MA

Desktop Support Specialist

Responsibilities:

• One of six Technicians responsible for tickets via VHD ticketing system.
• Responsible for deployments, setups, and returns of Lenovo equipment.
• Coverage of Express Desk on a weekly basis for customers that have problems and questions with Macs, Laptops, IPads and IPhones. Issues ranging from software, hardware, AD account resets, and VPN problems.

Confidential, Brighton, MA

PC Technician

Responsibilities:

• Upgrade Project from Lenovo T410 s to T440s to Windows7 Pro.
• Deployed, delivered and setup new users and current users with new machines.
• Upgraded/Installing of Accumark 9.0 for the Dept. of Apparel and Design.
• Extended to assist Telecommunications on the Lync 2013 Project upgrade.
• Created and took inventory of all computers and peripherals for entire company.

Confidential, Quincy, MA

PC Technician SME (Subject Matter Expert)

Responsibilities:

• As an SME, I would review, resolve, and triage to Desktop Technicians with in a timely, professional and with the highest level of customer service. Using ITSM, HP Service Center.
• Responsible for images/setups of all Dell Desktop (WinXP - Win7), Laptops and Blackberry setups, as well as the resolution of problem tickets on a daily basis.
• Utilizing Novell ZENWORKS tool for remote controlling, resolving, as well as installing of all software such as (Lotus Notes (7-8.5), MS office (2003-2010), VPN software as well as peripherals.
• Assisted others groups (server, and telecomm) with, issues from software and hardware, user account probabilities using Citrix, AD, and other onsite resources.
• Prioritized and triaged with colleagues and other departments when necessary.

Confidential, Boston, MA

PC Technician/Helpdesk Analyst

Responsibilities:

• Responsible for Windows PC s (DC5100, DC7800/7900) equipment, problem and resolution via Peregrine Service Center Application.
• Performed maintenance, repair of all equipment and contacted HP Support when needed for all devices.
• Utilized SMS remote tools for first call resolution when possible, for any and all software, for ex; MS Office ((2000 & 2003), MS Exchange/Outlook
• Imaged all PC's using, Norton Ghost, installed hardware/software such as MS - Office MS Exchange according to HVMA standards and departments.
• Prepared software/applications and systems; hardware devices and drivers (storage, I/O devices, client computers), desktop computing environment (central management, profiles, scripts, local system configuration);
• Network services (file and print, IP addressing); security (controlling access to systems/resources, authentication, threat prevention and root-cause analysis).

Confidential, Boston, MA

Helpdesk Technical Analyst

Responsibilities:

• Maintained the highest level of customer service awareness and ensured timely resolution.
• Recorded calls via Remedy tracking system and triaged to appropriate staff when necessary.
• Reset of all user passwords and print queues via User Manager on NT.

Confidential, Boston, MA

Helpdesk Technical Analyst

Responsibilities:

• Provided technical support to all entities under Partners, which included MGH, BWH, DFCI, Newton Wellesley, North Shore Medical, Faulkner, SRH, McLean, PCHI, and Partners Homecare.
• Communicated outstanding problems and downtimes to appropriate networking and administrative staff via voicemail and online Helpdesk WebPages.
• Helped troubleshoot, resolve and triage of all MSOffice products and printing using the following resources: Tandem & VAX/VMS Mainframes, Citrix Program Neighborhood 6.0 and RSA Ace Server V5.0.01 for remote clients.
• Responsible for monitoring of all lab data via PCIS and Data gate Interfaces.
• Wrote and added procedural documentation with the accordance of management.