TECHNICAL SKILLS

Operating system: Windows XP, 7, 8, 10, Mac OS

Software: Microsoft Office including Word, Excel, PowerPoint, Adobe, Skype for business, Lotus Notes, Microsoft Outlook, and Gmail, Active Boot Disk and Symantec ghost, SCCM, MDM tools, ConnectWise, Bomgar, TeamViewer, RDP

Hardware: iPhone, Android, Windows, and blackberry devices, tablets, projectors, printers, scanners

Network: Active Directory, BitLocker device encryption, G Suite Administration, Office 365 Administration tools, VPN, Hotspot, mobile hotspots, wireless hotspots, Microsoft Server 2013 and 2016, DNS, DHCP, TCP/IP, Static IP, VoIP phone install, file and folder permissions

MDM Tools: Duo mobile, Microsoft Intune, AirWatch

Other: Good decision - making and problem-solving skills, able to multitask in fast paced environment wif a business-like focus on timeliness, documentation and communication wif team and peers

PROFESSIONAL EXPERIENCE

Confidential - Boston, Ma

IT Field Support

Responsibilities:

• Supported clients remotely using Bomgar. Clients worked in different states and time zones. Scheduled meeting based off time zones and availability.
• Responsible for managing and updating tickets. Updated and closed about 10 to 25 tickers weekly; Tickets assigned were updated daily; ; tickets were update wif detail description of task performed; used a SNAP feature to update ticket wif date, time, description and code
• Preformed installations of application and drivers
• Troubleshooted hardware issues(overheating, performance, BSOD),and Software issues( windows 7 and 10 operating system, 0365 applications, VPN, mobile email connectivity
• Familiar wif CA-PA
• Configured new hire and client upgraded laptops remotely; User’s account, VPN, group policy update, Office 365 set-up, and installation of desired applications were configured
• Assisted wif Installing and configuring AirWatch- Intelligent Hub to iPhone and android devices. Devices were configured to receive mail and other applications used by Confidential

Confidential - Boston, Ma

IT Desktop Support Technician

Responsibilities:

• Provided technical support to over 200 end users on both hardware and software wifin Windows 7 and 10
• Assisted in the troubleshooting and maintenance of MS Office, O365, AnyConnect VPN, and EPIC
• Respond to halpdesk requests using ServiceNow ticketing system
• Provided timely deployments and configuration of laptops and desktops
• Assisted in account administration. Resetting passwords, and managing access using Active directory
• Created and managed SharePoint access through Office365
• Printer management through Windows server 2013 and created network drives
• Maintained inventory of company assets, systems, and peripherals via excel spreadsheet
• Performed basic domain configuration, installations, and administration of new and old workstations
• Configured network and shared printers new employees
• Researched and recommend innovative, automated approaches for system administration tasks
• Configured Ochin remote on laptops for remote use to access Epic EMR in addition to resetting passwords and granted Ochin remote access for specific users
• Experienced wif installing and managing Bit locker encryption
• Supported end-users remotely using TeamViewer, ConnectWise, and RDP
• Performed file and folder permissions administration
• Created shared folders in Windows Server
• Managed quote management on groups shared folders. Allocated addition space upon approve request.

Confidential - Boston, Ma

IT Desktop Support Tech

Responsibilities:

• Worked wif a team on Confidential ’s halpdesk supporting students and faculty
• Imaged Mac and PC
• Provided technical assistance for questions and problems
• Identified malicious software and communications on Macs and PC’s
• Configured Cisco phones for activation
• Updated and resolved halpdesk tickets using KACE ticketing system
• Installed hardware, software, printer toner and maintenance kits
• Assisted wif A/V issues in classroom or meeting rooms
• Troubleshot hardware, software, email and network connectivity on Mac and PC’s
• Configured email on PDA’s and laptops. Troubleshot email connectivity and other issues on iPhones, iPads, Samsung phones and tablets
• Assisted students wif network connectivity and accessing Eduroam

Confidential - Somerville, Ma

Network Support Specialist

Responsibilities:

• Helped wif intake of equipment including laptops, desktops, printers, cisco equipment, and computer peripherals.
• Assisted wif counting and matched orders by PO#. Shipments would arrive daily, and a count had to be taken before equipment was stored in Partners warehouse
• Packaged and assisted wif shipping equipment orders daily
• Imaged and configured desktop and laptops. Would image up to 32 machines at once. Windows 7 or 10 would tan be installed on machines.
• Installed RAM, secondary SSD or HDD. Also, video cards in desktops
• Format secondary drives wif sensitive data
• Used service now, Bit-locker, Outlook, and Microsoft Access
• Allocated machines in Access and created work-orders in Service Now

Confidential - Boston, MA

Local IT Technician

Responsibilities:

• Deployed 50 desktops and laptops to specific workstations based on map and floor plan.
• Installed 10 dual monitors and assisted wif activating phones
• Assisted wif installing patch cables and verified connection to ports used
• Deployed and configured VoIP phones to specific locations
• Aided wif assembling server rack and patch cables
• Installed and configured network printers

Confidential - Charlestown, MA

System Administration- Tester

Responsibilities:

• Supported hardware and software issues on site
• Assisted wif testing Cornerstone management software and project rollout
• Analyzed SQL production database
• Responsible for supporting 8 users and all IT issues onsite

Confidential, Boston, MA

Service Delivery Technician

Responsibilities:

• Managing entire inventory of desktop, laptop and tablet spare stock Inventory
• Created, updated, and maintained images of desktop, laptop and tablet images using Active Boot Disk
• Monitored inventory of computers, monitors and accessories to ensure dat new orders were placed in a timely manner
• Maintained laptop loaner pool by using deep freeze, ensuring dat all necessary security patches has been applied to each laptop
• Main point of contact to build computers for new hires and for users wanting laptop upgrades; Builds would consist of. finding out what desired machine user was using or upgrading to. Install OS for user-depending on OU, configuring domain, user profiles, and application installs, on all workstations
• Communicated wif managers and users by phone or email to facilitate pick or delivery of computers
• Used service now to monitor work orders/tickets and input timecards
• Assisted wif testing and maintaining images created using active boot disk for all desktop and laptop
• Built and deployed images for over 50 desktop for project a Wellington Station

Confidential

IT Analyst

Responsibilities:

• Interacted wif over 2000 users at busy IT walk-up counter. Provided timely responses and resolution for laptop issues.
• Consulted and assisted users wif IT problems at walk-up counter
• Managed access task for onboarding and off boarding process.
• Communicated wif users either through email, phone or in person to resolve IT related problems
• Troubleshoot network (TCP/IP) connectivity issues, email, printer access, VPN, and WIFI
• Imaged new and existing hardware, prepared for pre-deployment, and data migration
• Understands joining computer to domain, set-up user accounts, printers and application install
• Worked wif Active Directory: managed, maintained, and edited user accounts, passwords and laptop computer name creation
• Serviced HP and Dell laptop. Microsoft surface tablets, Dell venue pros, and iPads
• Managed Confidential ’s Mobile Cell Phone inventory. Performed weekly scans on all phones wifin Cell phone inventory. Scanned, unassigned, recorded and accounted all mobile phones during scan. Placed barcodes wif IMEI recorded to halp distinguish each phone wifin the inventory. Phones were wiped the prepared for activation
• Assisted wif MDM roll out of Microsoft Intune on all company PDA’s
• Troubleshoot Android phones, iPhones, iPads, Android tablet, Windows email, hotspots, app install problems or any other phone issues
• Activated and Configured email on mobile phones
• Replaced parts on broken laptops: Motherboards, heatsinks, keyboards, LCD screens, mousepad, LCD bezel, power batteries, laptop covers, laptop enclosed based, RAM, sound speakers, power button, ribbon cable, buttons, cameras, USB ports, Hard drive, Hard drive case
• Hard drive administration- wipe/ deletion, defragging, cleanup
• Disassembled and replaced swing plate on a HP LaserJet printers

Confidential, Boston, Ma

Service Desk Technician

Responsibilities:

• First-tier for City of Boston IT Service Desk, including being primary person to answer the IT Service Desk phone and email. Worked wif a ticket system
• Responsible for assisting callers and escalating problem if needed
• Imaged and configured new hire desktops. Deliver Desktop and assembled workstations before users start date
• Provided support and assisted users wif software, hardware, and printer issues
• Documented, tracked, and monitored technical problems
• Completed 3 to 5 tickets a day
• Mainly answered phones and supported over 500 users
• Resolved all desktop issues remotely using Bomgar
• Configured Network printer at offsite location at Strand Theater
• Installed printer toner and ink cartridges on 20 printer throughout building

Confidential

Data Migration Tech

Responsibilities:

• Mandatory completion of Dell Certified System Expert to work on site
• Assigned to a data migration/ refresh project
• Responsible for imaging and preparing computers for data migration and application install.
• Communicated wif users to schedule pickupsrrrypvvv
• Assisted wif recovering and deploying machines user’s machines

Confidential - Boston, MA

Desktop Technician Intern

Responsibilities:

• Coordinated dual monitors/ ram project; Installed dual monitors and ram for upgrades. Upgraded users wif new monitors and max ram for PC’s.
• Investigated each laptop to check for how much more RAM was needed to max each laptop. Provisioned hardware for ram upgrades.
• Arranged scheduled meetings for RAM installation wif users
• Performed performance maintenance actions either remotely or physically at end users’ desk to fix common PC issues
• Completed 7 tickets a day and updated them using Service Center
• Assisted wif Lotus notes project; upgraded 8 users from old to new version 6.5.1 to 8.5.1 of Lotus Notes
• Broken BlackBerry mobile phone deployments. Assisted wif configuring and activating mobile phones
• Assigned FOB tokens for VPN access
• Assisted wif configuring network printers and changed ink and toner cartridges
• Imaged, configured and deployed new hire computers on or before users start date