SUMMARY

• Certified Technology professional capable of providing multiple facets of help desk support and client services to customers and end - users such as onboarding training/orientation, installations, troubleshooting, administration and project coordination & management.
• Possesses an in-depth knowledge and understanding of numerous operating systems and can easily identify, troubleshoot and resolve technical issues and user concerns as well as manage user expectations and client relationships.
• Experienced in Infrastructure Support and works well independently or in a team.
• Also possesses excellent communication, customer service skills and can learn new application and systems quickly.

TECHNICAL SKILLS

Languages: HTML, JavaScript, PowerShell

Operating Systems: Windows XP/7/8/10/Server 2008R2/2012, Active Directory, Exchange Server, Ubuntu, Mac OS X

Software: MS Office 2007/2010/365 , Outlook, Clonezilla, Citrix, Altiris Deployment Solutions, Kace, Skype for Business, Google Apps

Remote Access: VPN, VNC, LogMeIn, TeamViewer, BMC Bomgar, Apple Remote Desktop

Networking: TCP/IP, WiFi, LAN/WAN, DNS, DHCP, SMTP, Access Points, Switches, Wireless routers, SIP

Helpdesk Ticketing System: BMC Remedy, Lotus Notes, Service Desk, Kayako

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

ITS Lead

Responsibilities:

• Manage vendor relationships, like Dell and Microsoft, and ensure resolution of service requests and implementations
• Provide technical support to C-level executives
• Manage IT asset inventory and procurement, including but not limited to computer hardware and software
• Configure and set up Polycom and Barco Clickshare devices for meetings, presentations and, audio and video conferencing
• Deploy Windows and Mac images to company assets and set up new and/or relocating staff
• Troubleshoot users’ software and hardware issues like Microsoft Office, Windows 7/8/8.1/10, Mac, VPN, Wireless network issues, printer issues.
• Preform IT Orientation for new staff. Also create user guides and support documentation for employees and IT Team
• Maintain monthly inventory, create status reports for loaner and needed items.
• Also ensure proper re-purposing and/or disposal of out-of-warranty assets.

Confidential, New York, NY

IT & Infrastructure Support Lead

Responsibilities:

• Responsible for troubleshooting and resolution of PCs, hardware, software, operating systems, network complications and other computer related issues
• Windows Server, Linux and Office 365 Administration including Active Directory management, Exchange server provisioning, Group Policies, Distribution lists creation and Mailbox Migration
• Configure and troubleshoot issue with company-issued mobile phones as well as 'BYO' devices
• Set up conference calls and video conferencing with WebEx and VOIP devices like Polycom and Avaya phones
• Created training documentation as well as set up and troubleshoot Lync/Skype for Business
• Create and deploy Windows image using WDS and updates via WSUS
• Manage remote and international offices in London, Brazil, Frankfurt, Zurich
• Create and implement Onboarding and departing staff procedures
• Create and modify technical documents for orientation and employee training
• Create and manage virtual systems on Hyper-V for testing and debugging applications and updates
• Oversee 3rd-party vendors operationally supporting Confidential sites like AT&T, Cisco
• Set up new printers add to Print Server and
• Manage Windows servers and Office 365 administration like creating and troubleshoot user accounts.
• Managed Windows deployment and Office 365 Migration project

Confidential, New York, NY

Help Desk Support/Field Technician

Responsibilities:

• Provide technical support to users via desk side, phone support and remote access using VNC, Remote Desktop and LogMeIn
• User-user support and Microsoft Server administration
• Visit 10-15 end-users each week to troubleshoot connection problems. Work with Cisco Access Points, Switches and Wireless routers and VOIP devices
• Create detailed reports about each visit including nature of problem and method of solution
• Troubleshoot issues pertaining to internet connection and network problems
• Created, updated and closed tickets using in-house ticketing solution system
• Allocate assignments to technicians and coordinate with technicians in the field
• Assist a team of 7 field technicians and desktop support technicians.
• Create and modify technical documents for employee training
• Coordinated installation and repair projects at client site
• Administer Windows and Mac Servers including Active Directory management, Exchange email provisioning, Group Policies and Distribution lists creation
• Gained a reputation for excellent customer service by efficiently answering phone calls and communicating with clients in a clear, concise and professional manner

Confidential, New York, NY

Systems Administrator/Desktop Support

Responsibilities:

• Responsible for troubleshooting and resolution of PCs, hardware, software, operating systems, network complications and other computer related issues
• Supported employees at all levels i.e. from Entry level to Executives
• Created user accounts and set up new or relocating staff and maintained Active Directory OUs regularly
• Created, updated, tested and debugged Windows and Mac deployment images
• Deployed images to over 150 Windows and Mac systems and bound them to domain using Altiris and Kace
• Set up and provided support for Citrix Xenapp
• Created, updated and closed tickets using Lotus notes ticketing solution system
• Supported and resolved email issues in Lotus notes
• Developed scripts to automate network administration tasks and application deployments
• Maintained complete asset inventory, including allocated devices, loaner laptops, projectors, thereby cutting cost by 15%
• Troubleshot network problems involving WiFi, LAN/WAN, VPN and servers
• Provided support for Windows and Mac systems including workstation upgrades, backup and disaster recovery monitoring and security administration. Also worked with teams on data transfer projects
• Provided desktop support/ help desk support to over 1000 employees across the U.S. Also supported offices in Toronto, Rome and London remotely using VNC, TeamViewer and Apple Remote Desktop

Confidential, New York, NY

Information Technology Intern

Responsibilities:

• Provided technical support to 1000+ clients, employees and sub-contractors in a MAC and Windows environment by phone and remote access via Apple Remote Desktop and BMC Bomgar
• Imaged about 50 systems (Windows and Mac) and bound them to the Domain
• Setup, configured and troubleshot mobile devices such as iPhone, Blackberry and iPad
• Provided support for fax machines, copiers, printers and scanners
• Set up for rooms for meetings, conference calls and video conferencing including WebEx and Skype
• Setup or/and transferred data, such as email contacts, phone contacts, archives and data backups, for new or relocating staff
• Troubleshot issues pertaining to Microsoft Outlook and Exchange Server
• Used BMC Remedy in organizing, tracking and resolving trouble tickets