SUMMARY:

• Professional, detail - oriented Support Team Lead with 13+ years of professional IT experience with strong and lean supervisory skills motivated to drive desktop related projects along with successful project leadership from start to finish as part of a strong and dynamic team. Extensive experience monitoring, tracking, and evaluating IT incidents and requests through various ticketing systems, focused on resolving them within proper SLA time frames along with high client satisfaction.
• Seeking a full time position preferably in IT leadership in which I am given the opportunity to play a direct role in the unlimited growth and success of a solid organization. My ideal company is a company who is financially stable and profitable, that invests wisely in technology and knows how to properly implement it and use it, who puts value on people and the products or services they are promoting, that is honest, ethical, and has a strong leadership team. It will also be a company who provides good benefits and an appropriate work/life balance. I am looking to make a significant contribution to the success of this company by utilizing my technical, project, supervisory, and business skills to the fullest to benefit mutual growth and success.
• Led a team of 10 techs to upgrade 3000+ computer from Windows XP to Windows 7 and Office
• Assist in the upgrade of 60 corporate office computers to WinXP SP3 & MS Office 2003 Professional
• Assist in the upgrade and support of mission critical software (Great Plains, Enterprise Reporting, MAPS & Cognos)
• Implement and manage Watchguard firewalls and network switches
• Configure, install and rack 3COM PoE & non PoE network switches
• Configure, install, rack and support Avaya IP Office 406 digital stations and Avaya 5410 phones
• Revived IT inventory database by profiling all office & ship computers, printers, and software, reduced printing and supply cost by 50%
• Designed & implemented company intranet using Sharepoint Team Services, FrontPage 2003, and DreamWeaver
• Designed backup recovery strategy with Ghost and XP sysprep for desktops, laptops, and PDA's
• Implement and manage GFI Faxmaker for Exchange
• Implement employee time clock system using Payclock EZ Software 2003
• Create and manage IT budget and hardware inventory

TECHNICAL SKILLS:

Windows Software: Windows 2008/2003, Windows 7/XP, MS Exchange 2003/2000, CommuniGate Pro Messaging Server, Microsoft Dynamics 7.5-8.0, Microsoft Enterprise Reporting, Sage MIP 8.1, Symantec BackupExec System Recovery V. 7.0, Veritas BackupExec 8.6, Microsoft Office 2010/2007/2003 , Microsoft Visio 2010, Avaya IP Office Manager 5.1 & Voice Mail Pro 3.1, Internet Explorer 11/9/8, Mozilla Firefox, Chrome, Java, Centricity/IDX, AllScripts, Clarity, Kronos, Microsoft Virtual PC 2004, LogMeIn, Dameware Utilities 4+, Proxy Master, Real VNC, MS RDP, Bomgar, Citrix ICA client, ServiceNow, Unicenter Service Desk, Crystal Reports 9.0, Sharepoint Team Services, Microsoft Front Page 2003, Dreamweaver 4.0, Flash 5.0, Sygate Personal Firewall, Symantec Antivirus, Mcafee Antivirus, Spybot, Ad-Aware, MS Defender, Malwarebytes, North Ghost, Norton Utilities.

Programming Languages: Visual Basic 2008/2005, BASIC, QBASIC, Turbo BASIC, PASCAL, Turbo PASCAL, Foxbase, COBOL

PROFESSIONAL EXPERIENCE:

Desktop Support Level 2

Confidential | Ft. Lauderdale, FL

Responsibilities:

• Key participation on all IT projects including opening of new urgent care center and medical group offices, renovation of certain hospital areas, medical office mergers, large amounts of employee moves, Netsafe PCs, Rx printer installs and configuration, email migration, HW and SW remediations etc
• Be the backup for IT supervisor and Manager as required. Assist the IT supervisor in interviewing and hiring new employees/contractors
• Train/on-board new desktop support technicians for successful integration to the team
• Provide peer support, review, task delegation and leadership to Level I technicians
• Provide strong second level troubleshooting using experience and other available resources and tools. Work on more critical technical issues and when necessary work Level I tickets.
• Look at VLAN documents to obtain IP address for troubleshooting purposes or providing new IP address to other IT teams as needed.
• Use ServiceNow ticketing system to manage trouble tickets. Assign tickets to L1 techs as necessary.
• Create technical knowledgebase articles in Service Now
• Escalate issues as appropriate when troubleshooting yields no results and/or based upon severity of issue, or issue ownership by a different team
• Interact and support C-level executive and their admin assistants, upper management, and related personnel as required
• Travel to various offsite practices to provide L2 support as required
• Assist with powering off/on servers in data centers and other related tasks
• Configure and check backups of servers via IDX/Reflection
• Kronos clock support
• Ensure that routine and priority tasks are completed within established departmental time frames, perform duties in a self-directed manner with minimal supervision or direction and set priorities and manage time to achieve maximum productivity
• Consistently enforce the critical importance of supporting patient care, demonstrate a commitment to excellence in customer service with all internal and external customers of Holy Cross Information & Technology Services
• Receive on topics such as maintaining privacy and security of information, culture of always, joint commission, code of conduct, corporate compliance, risk management, safety as a system, slip-trips-and-falls, workplace violence, influenza vaccination, EBOLA etc
• Work the weekends on a rotational basis

Project Lead

Confidential | Ft. Lauderdale, FL

Responsibilities:

• Project lead for Windows XP to Windows 7 migration supervising 10 team members in order to upgrade 3,000+ computers throughout the hospital and 42 medical group offices
• Coordinate logistic of computer equipment for deployment
• Establish contact with office manager, nurse managers, doctors etc. to initiate Windows 7 upgrade
• Organize and assign tasks to team members as required and allocate them to different locations to complete migration
• Be the first point of contact for team members on all Windows 7 upgrade related issues and escalate them to IT supervisor or other teams to resolve issues as necessary
• Provide in-person and written to team members on how to image and configure PC’s, install and configure hospital specific software, and on required procedures
• Provide team member performance feedback
• Implement ways of improving efficiency on team and project
• Issue tracking and resolution
• Provide basic metrics on project progress to appropriate stakeholders
• Participate in project status meetings with IT management on a regular basis
• Assist the IT supervisor in interviewing and hiring new Windows 7 resources
• Provide post deployment follow up and support as necessary

Desktop Support Level

Confidential | Ft. Lauderdale, FL

Responsibilities:

• Provide bilingual enterprise desktop support according to established SLA's in person, remotely, and by phone to medical group offices and hospital employees in the different units such as ER, OR, labs, telemetry, CVICU, CVIMC, IMC, X-ray, etc on multiple issues such as Windows 7/XP, MS Office 2007/2010, PST files, spam, Internet Explorer, network shares, network printers/copiers, dual monitor configurations, desktop and laptop Ghost imaging and hardware repairs etc
• Trouble ticket management through CA Service Center ticketing system: create, update, escalate, and close tickets per SLAs
• Travel to various offsite medical group practices to provide support as required
• Perform employee IMACs; patch ports to HP switches as needed
• Assist the IT supervisor in interviewing and hiring new employees
• Train new desktop support technicians for successful integration to the team
• Work on multiple IT projects as assigned
• Work extensively with vendors and distributed IT teams
• Check backups of servers via IDX/Reflection
• Work weekend shift on a rotational basis

Desktop Support Lead

Confidential | Davie, FL

Responsibilities:

• One man local IT operation providing bilingual enterprise desktop and network support according to established SLA's to 130+ employees in-person and remotely across multiple buildings with appropriate prioritization to the business and users.
• Trouble ticket management through Remedy ticketing system: create, update, escalate, and close tickets per SLAs
• Insure auction sale days pre and post checks are performed, and provide support during auction
• Support servers, network equipment, MDF, IDFs, video cameras, access control systems, etc
• Monitor Cisco wireless devices via Cisco Prime Network Control System and other devices via SolarWinds and support them accordingly
• Provide support on multiple issues such as Windows 7/XP, MS Office 2007/2010, Microsoft Lync, PST files, spam, Internet Explorer, network shares, network printers/copiers, Zebra thermal printers, dual monitor configurations, etc.
• Image, prepare, swap, and setup desktop, laptops, Symbol PT devices, Toshiba Toughbooks, and install software and hardware on them according to auction requirements
• Perform desktop and laptop hardware repairs, and IMACs
• Provision and support smart phones (iPhone, Samsung Galaxy III etc.) and tablet pc's that enable the receipt of email, phone and other communication interfaces
• Support AS400 system by unlocking accounts, resetting passwords, managing AS400 printer queues, and backups
• Maintain proper inventory and purchase printer and copier toners as well as Kiosk and bidder badges thermal paper
• Provide a focus on process improvement and problem avoidance
• Act as a project manager on multiple projects as assigned by corporate
• Significantly assist in the Windows 7 upgrade project
• Work extensively with vendors and distributed IT teams

White Glove Desktop Support

Confidential | Ft. Lauderdale, FL

Responsibilities:

• As part of the white glove/VIP desktop support team, provide enterprise bilingual desktop and network support according to established SLA's to 400 call center employees, including Senior Management
• Provide support on multiple issues such as Windows XP, MS Office 2007, PST files, spam, Internet Explorer, Communicator, Lotus Notes, AS/400, Adobe Acrobat/Reader, network shares, network printers, network copiers, dual monitor configurations, Warpia wireless projection devices, etc.
• Image, prepare, swap out, and setup desktop and laptop computers, encrypt their hard drive, and install software and hardware according to site requirements
• Perform desktop, laptop hardware repairs, and IMACs; Work with HP on certain desktop and laptop hardware repairs
• Configure and troubleshoot Aspect/Uniphi phone software and Avaya IP phones
• Work with IBM's Tivoli SMTools software deployment tool to deploy software and patches
• Work with bank proprietary software tools to transfer data and fix software and hardware issues
• Support team managers and users Sharepoint sites
• Trouble ticket management via IBM Maximo ticketing system: create, update, escalate, and close tickets per SLAs
• Meet with local management on a weekly basis to discuss new or outstanding IT issues
• Interact with other IT departments as necessary to provide additional support to employees
• Participate in online topics such as Anti-Money Laundering, Business Ethics and Conduct
• Coach and mentor fellow desktop support peers as needed

Confidential | Miami, FL

Responsibilities:

• Provide bilingual support for www.univision.com to local and national online publishers on a variety of web content issues by email, phone, in person or remotely
• Work with Atlassian JIRA ticketing system to create, update, transfer, resolve, and close support tickets
• Work with local and remote development teams regarding bugs, hotfixes, and enhancement requests
• Participate on the development teams new business object creation presentation to provide input as needed
• Regenerate content via WCM application and basic MySQL queries
• Frequently send bilingual informational and support related emails to publisher community
• Participate in employee such as SCRUM

Desktop Support Specialist Level 2.5

Confidential | Plantation, FL

Responsibilities:

• Provide enterprise bilingual desktop and network support according to established SLA's in the form of desk side, remote, phone, and email support for in house employees and work at home employees on multiple support issues such as Windows XP, MS Office, email issues, PST files, spam, virus, spyware, user profiles, network shares, application installation and configuration, local and network printers, etc.
• Work with Active Directory to create Windows/Exchange user and group accounts, group, distribution lists, password resets, OU creation and deletions, user and computer accounts moves and terminations, etc.
• Perform computers & Avaya IP phone install and moves; Patch ports to Cisco switches as needed
• Perform desktop and laptop hardware repairs such as replacing mother boards, processors, hard drives, defective NICs etc.
• Image desktop and laptops using Ghost server and encrypt their hard drives with Pointsec
• Perform desktop and laptop lease replacements
• Interact with other IT departments as necessary to provide additional support to employees
• Work with HP Service Center ticketing system for trouble ticket management
• Perform maintenance kit replacements on HP Laserjet printers and other minor repairs
• Receive regular in topics such as Two Factor Authentication, Business Conduct, Medicare, etc.

IT Team Leader

Confidential

Responsibilities:

• Travel to Oregon, Washington and Florida states to convert WAMU banks to Chase by refreshing their computers and bank equipment
• Supervised a team of 5 computer technicians
• Decommissioned servers, refreshed desktop computers, installed new banking equipment such as Panini Scanners, Magtek Pin Pads, Credit/Debit card swiping devices and Ithaca validators
• Work with the Command Center for additional IT support as needed
• Work with branch manager and other management personnel to accomplish necessary project objectives
• Provide bank personnel with technical support after conversion and worked the logistics of returning old equipment
• Document project progress and completion through web portal

IT Network Supervisor

Confidential | North Miami, FL

Responsibilities:

• Manage, plan, direct and carry out day to day hands-on IT support for corporate & 10 remote sites
• Support Windows 2003/2000, DCs, DHCP, DNS, File Server, MS Exchange, GFI Mail Essentials, MS Terminal, and Symantec AV servers, T1 circuits, DSL lines etc
• Supported Dell PowerEdge 2850, 2950 and HP Proliant ML350 servers
• Oversee the administration of the company's LAN and WAN
• Ensure network security and health
• Implement disaster recovery for sites with Symantec BackupExec System Recovery 7.0 and other solutions
• Deal with planned and unplanned network services outages
• Implement and manage Watchguard firewalls and network switches
• Active Directory and Group Policy administration
• Support and upgrade Sage MIP, ADP payroll & ResultsPlus software and databases
• Support of Windows XP & Microsoft Office suites
• Support Dell & HP laptop and desktop computers
• Support Blackberry devices (8703e, 7250 & Pearl)
• Support and maintain company website through content management software
• New employee account creation, termination and IT tour
• Educate user community regarding proper PC, email, internet, password usage etc.
• Create and manage IT budget and hardware inventory
• Purchase IT equipment, software & software licenses
• Sign off on all IT bills, support contract purchases & renewals
• Receive & resolve manager and user complaints
• Recruit, supervise, assign duties, coach, retain and mentor techs; approve employee timesheets
• Work with contractors and vendors on projects, price and support contract negotiations
• Use project management skills when meeting and working with contractors, vendors, managers and directors on business related requests and projects
• Develop computer network infrastructure diagrams and workflow processes with Visio
• Develop critical documentation such as IT policies and build efficiencies to improve business flow and be HIPAA compliant
• Send company-wide informational emails regarding outages, upgrades, services availability, new procedures, etc.
• Work with IT auditors to ensure HIPPA and other IT compliance requirements were met

Desktop Support Engineer

Confidential | Miramar, FL

Responsibilities:

• One man local IT operation supporting the Miramar Phase One clinical trials facility’s server rooms, Dell & HP servers, network switches, T1 circuit, cabling, desktop pc's, laptops, wireless network, RICOH network printers & scanners, local printers, 2 way radios, barcode scanners, employee install, add, moves, changes and all other day-to-day support incidents and requests
• Support other critical IT-business systems such as CCTV, Access Control, Aventail SSL VPN, iClocks, SharePoint Portal, QuickBooks and Payclock EZ 2004 time clock
• Build, configure, install, and rack Dell PowerEdge 2850, 2950 & HP Proliant DL servers
• Configure, install and rack 3COM PoE & non PoE network switches
• Administration and support of DCs, DHCP, DNS, Active Directory, Group Policy, File Server, Alphadas and Communigate email servers
• Administration of shares & NTFS permissions
• Configure, install, rack and support Avaya IP Office 406 digital stations and Avaya 5410 phones
• Work with Avaya Manager & VoiceMail Pro software to configure phone accounts and Auto Attendant respectively
• Receive support request through home grown ticketing system
• Provide end user support in the form of desk side, phone, email and remote assistance
• New employee account creations, terminations and IT tour for new employees
• Travel to other sites to provide support and at times assist with closure of sites
• Rollout desktops, laptops, software, printers and other IT peripherals
• Setup IT and testing network environments for soon to be mission-critical application Alphadas
• Work with Alphadas software development company and local departmental managers to develop and fine-tune Alphadas
• Work regularly with corporate IT Director and Network Engineer on multiple projects
• Work with contractors and vendors on projects, price and support contract negotiations
• Work closely with local Clinical Site Director, Principal Investigator & management to obtain proper support when implementing business projects and initiatives
• Work with pharmaceutical companies on several clinical trial studies requiring IT services and support
• Develop critical IT documentation such as recording of network configuration, IT procedures etc.
• Enforce IT SOPs and educate employees about IT corporate compliance
• Develop IT efficiencies to improve business flow and be HIPPA compliant
• Receive & resolve manager and user complaints
• Provide afterhours support as needed

Desktop Support Analyst

Confidential | Miami, FL

Responsibilities:

• Provide enterprise bilingual desk side, remote, phone, and email support for in house employees and home agents on multiple support issues such as Windows XP/2000 Professional, MS Office 2003/2000, PST files, spam issues, virus, spyware, user profiles, network shares, application installation and configuration, local and network printers, Avaya IP Agent Softphone software, Seaware, DSL issues etc
• Perform desktop and laptop hardware repairs such as replacing mother boards, processors, hard drives, defective NICs etc.
• Work with CA Unicenter Service Desk ticketing system to work and document support tickets based on established SLA's
• Image desktop and laptop computers using Ghost server
• Upgrade employee desktops and laptops to Windows XP Pro and MS Office 2003
• Perform employee install, moves, add, and changes; patch ports to Cisco switches as needed
• Create change orders for IT equipment purchases
• Use Motorola 2-way radios to communicate/chirp between co-workers and managers
• Coach and mentor new desktop support analysts for successful integration to the team
• Work in the help desk department on a rotational basis
• Provide after-hours support on a rotational basis

PC Support Technician

Confidential | Miami, FL

Responsibilities:

• Provide bilingual desk side, email, and remote support of Windows XP/2000, MS Office 2003/2000, email, email archiving with OTG Xtender, bar code devices, internet connectivity with load balancing and other business critical software application to corporate office and cruise ships
• Log all support incidents into home grown MS Access IT ticketing database
• Configure, upgrade and fix broken Dell pc's laptops of corporate office and cruise ship personnel
• Setup laptop users for internal wireless network, VPN, RPC over HTTP, and quarantine traveling user laptop for inspection upon their return to the office
• Purchase IT equipment and supplies for office and cruise ship personnel
• Renew and purchase license agreements for company mission critical applications
• Patch data and voice ports via patch panel and configure user phones
• Drive mappings and server share setups
• Remote installation of Symantec Antivirus on workstations via Symantec Console and daily deployment of NAV virus definitions to all network computers
• Identify & deploy missing service packs and patches via Sitekeeper 3.5, SUS, MBSA and Shavlik
• Allow and deny access to web sites through Watchguard firewall
• Manage company's spam filter through GFI Mail Essentials
• Perform daily backups of email, database, file and intranet servers
• Create and modify Windows & Exchange 2003 accounts through Active Directory
• Create, update and modify Visual Basic code in Excel mission-critical file for on-board personnel
• Basic SQL Server 2000 query creation and modification
• Develop Crystal reports from IT inventory and help desk database for IT Director
• Enforce IT SOPs and educate employees about IT corporate compliance
• Aid and work with Sys Admin and IT Director on multiple projects as needed
• Design business process flowcharts using MS Visio
• Setup COO's Power Point file and projector in conference room for his daily presentations

Field Service Technician

Confidential | Miami, FL

Responsibilities:

• Provide technical support assistance of the Ivotronic voting terminals during the Miami Dade elections
• Train Miami Dade county employees on the use of the Ivotronic voting terminal

Technical Support Engineer

Confidential | Ft. Lauderdale, FL

Responsibilities:

• Answer 40+ daily Compaq Presario notebook and desktop technical support calls at this call center
• Obtain, verify customer information, and properly document all support calls onto Compaq's proprietary database Octane 2000
• Follow troubleshooting and quality control procedures established by COMPAQ and TAG
• Send computer replacement parts to customers
• Route calls to other support departments as needed
• Use of Microsoft and Compaq knowledge base to research and find solutions to hard problems
• Receive on-going customer service, Compaq and Microsoft product