OBJECTIVE:

• Seeking a position within a Company which allows me to demonstrate my Technical skills and Lead a Team.
• Also allow me to work with Skills like Security Administrators, Planning and Process Improvements Skills with various Applications like Active Directory, Exchange, IOS Devices, Lotus Notes Domino Server, Blackberry Server, Citrix, and RSA (VPN).

• Strong problem solving, and support skills. Strong interpersonal, communication, and diagnosis skills. Effectively works within team structures. Strong business planning skills, service and technical awareness.
• Microsoft Windows XP, 2000, NT, 98 and 95. MS Office 2000, 97 and 95. Lotus Notes R5, 4.6 and 4.5. ACT. Installing, Configuring and Administering Windows XP. Implementing, Managing and Maintaining Windows Server 2003.
• Ticketing Tools Used is Remedy, Peregrine (Service Center) HP Open View Service Desk (OVSD). Serena SRS, Oracle
• Windows Server 2003 (R2), Windows Server 2008 (R2), Active Directory, Group policies, Exchange Server 2007,
• Active Directory, Microsoft Exchange, Window Server 2000, 2003 and Novell Administration.
• Internet and e - mail (Microsoft outlook, Exchange Servers email and pop emails)
• Unified Communications/ Unified Messaging and integration with Cisco VOIP systems, using Cisco Call manager. Right Fax Server.
• Working on VPN Software like Nortel, F5 Fire pass for any connectivity issues.

PROFESSIONAL EXPERIENCE

Confidential, Cambridge, MA

Desk side Team Project Lead

Responsibilities:

• Act as primary contact and escalation point for the Desk side analysts, and Vertex employees including Vertex Management.
• Monitor level 2 support queue and ensure that tickets are handled within SLAs.
• Deliver weekly and monthly reports on Desk side team as required.
• Manage day - to day coverage to make sure we have sufficient resources available for each site location.
• Address customer complaints and take corrective action.
• Follow up on tickets that require first level attention with level 1 management and act as primary escalation point from level 1 to level 2 in the event of an issue.
• Review tickets for completeness, quality and accuracy.
• Follow up on low customer surveys for root cause and process improvements.
• Work on projects for process improvements involving different Departments.
• Also work tickets from level 2 group Queue as part of day to day operation.
• Manage and maintain a complete inventory of IT assets. Document relevant configurations, processes and procedures.
• Install and configure new hardware and software for workstations; leveraging software deployment

Confidential, Boston, MA

Desktop Support

Responsibilities:

• Support end user’s request by resolving incidents and requests which helps sustain SLA.
• This includes but not limited to: Windows XP, Office 2007, VPN, Email archival, user backups, software package deployments, anti-virus clients, file and print sharing, WIFI, LAN/WAN troubleshooting, etc.
• Use Server 2008 R2 for Active Directory for creating accounts for new Hire/Terminations and use Exchange server to add/change/remove outlook requests.
• Use Cisco Call Manager for Cisco IP Phone setup/ configure for new Hire’s
• Help with Meeting video conference setups (Life size) systems.
• Adhere to standardized workstation configurations and deployment methodologies.
• New hire setup which includes (Add, remove, update user account information) and machine imaging, application training, phone provisioning, account creation, and new hire IT orientation
• Install and configure network and local printers.
• Document trouble ticket issues and subsequent resolutions.
• Manage and perform regular maintenance on all workstations, Perform routine audits of systems and software.
• Participate and contribute in group IT projects & Implement individually assigned projects.

Confidential, Wellesley, MA

Desktop Support

Responsibilities:

• Re-imaged new laptop and contact end user to swap their older laptop(end of life cycle).
• Also perform Backup on old system and do transfer data to new system allowing very little end users down time.
• Troubleshoot any connectivity issues and Do brief demo of laptop to customer to exceeds their satisfication.
• Prep old laptop for disposal including running drive wiping utility..
• Determine most effective repair/resolution to minimize customer downtime.
• Diagnose and repair laptops and PCs, software, printers and peripherals.
• Work to achieve agreed upon individual SLA’s, exceeds quality targets and customer satisfaction objectives.

Confidential, Northfield, IL

Service Desk Analyst

Responsibilities:

• Ensures strong customer service attitude and ability to adapt to a changing environment and following ITIL Processes.
• Follow New Hire/Termination Processes Which are established in various applications such as Active Directory, Exchange Server, Citrix, UNIX servers, Oracle Databases.
• Ensures no severe hardships are incurred to CAP or service areas through failure or inadequacy of I&O systems.
• Escalating incidents/service requests that cannot resolve within agreed timescales and ensure follow-through and communication, including completion.
• Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
• Logging all relevant incident/service request details, allocating categorization and prioritization codes.
• Responsible for documenting solutions to problems and developing end-user guidelines in IT Knowledge base.
• Involved in various Projects such as Exchange servers Email upgrades, Configuring Firewalls for emails, VOIP Cisco Call manager,
• Help Troubleshoot Email issue and help migrate different email accounts when new PC are replaced or when version are upgraded.
• Responsible for developing and maintaining current IT Knowledge base with accurate resolutions.

Confidential, Naperville, IL

Help Desk Analyst

Responsibilities:

• Involved in Project for Office upgrade from XP to 2003 including Outlook exchange migration.
• Help users in upgrading emails accounts to 20003 making sure that Calendar contacts and all PST files are migrated to new version.
• Also provide any question users have during upgrades.
• Process various Requests that come in via Email Mailbox, Phone, Fax or Interoffice mail for New Hires, Move or Name change request Using HP Open View and transfer tickets to appropriate team for further research/resolution.
• Analyze, diagnose, and resolve complex desktop and software problems and Document in the Ticketing System.
• Independently troubleshoot Network, Citrix, and client server problems anything with Password Resets, Network folder\drive access, adding network printer or updating records in system.
• Communicate with the necessary Information Technology resources to ensure problems are resolved in timely manner.

Confidential, Lincolnshire, IL

Information Security Analyst

Responsibilities:

• Responsible for maintaining a Domino Infrastructure performing ACL's, Archiving, Calendaring, Client Configuration Settings Advanced Lotus Notes Client Workstation troubleshooting skills and setting up external Domino connections.
• Responsible for Name changes, ACL Database requests, Lotus Notes Troubleshooting, ID File creation, Recertification of ID file. Creating new databases with proper security setting and make do add/remove Owners. Perform Mail Server Certifier moves on user account when they move to different locations matching current location to avoid mail delay access
• Provision New Hires and Terminations Requests Daily in various Applications like Novell Trees, Citrix, RSA Server, Lotus Notes Domino Server/Sametime and Active Directory.
• Processing day-to-day transactional requests within IS Security Operations established SLA as they pertain to Lotus Notes Domino Server R6, Novell, LAN, Citrix, Windows Active Directory, RSA Server Admin (VPN).
• Work on Projects involving Process enhancement and actively involved with Training team providing them documentation for change in process and provide training to co-workers.
• Worked on Projects that involved in setting up external Client to use Hewitt applications using Citrix and setting up specific firewalls and login credentials.
• Worked on streamlining provisioning process for new hires, terminate employees and collaborating applications to use single sign on.
• Grant Access to Novell Trees, Access rights to shared drives, folder and create new account and help process Terminations requests.
• Work on IBM Content Manager (Imaging) and IBM I-series, RACF, TSO, ACF2, Application with troubleshooting access issue.
• All issues are tracked in Remedy Ticketing system and also with Lotus Notes Mailbox Database.
• Ensure IS Security Operations SLAs are achieved; Processes are streamlined, and Customer Excellence is consistently demonstrated within the regulations of SAS70 and Sarbanes Oxley for auditing.
• Creating and reviewing knowledge base documentation and Staying current on new product technologies.

Confidential, Chicago, IL

Desktop Support

Responsibilities:

• Acted as and onsite support and also Provide Phone Support, Monitor Help Desk Email Inbox Request via Lotus Notes and Monitor the Desktop Support queue for tickets this also includes monitoring open tickets and ensuring appropriate follow-up has taken place.
• Provide Desk side support for any Lotus Notes R6, Blackberry setup or MS Office related issue.
• Provide regular maintenance on Network Printers including configuring for new users (mapping and removing), restart print queue and keep an eye on Print consumable if any need replacements.
• Troubleshoot all issues; Document the Troubleshooting steps in Remedy ticketing system Resolve and/or escalate Issues to appropriate groups.
• Configure Workstations and login credentials for New Hires Including Reimaging PC if required.
• Create, Modify, Remove users account in Active Directory upon new Hire, Termination or additional access to Network Drives and Folders and Citrix.
• Exceed all related SLA (service level agreement) measurements and effectively contribute to meeting or exceeding overall team SLA measurements.
• Inform others within your team on troubleshooting steps, resolutions, or any other information identified as beneficial to improve Company services.
• Actively work on Various Projects as assigned by the Desktop Support Manager.

Confidential, Elgin, IL

Global Service Desk Analyst

Responsibilities:

• Acted as first point of contact regarding technical issues such as hardware, software, networking, Password resets,
• Lotus Notes/ Sametime issues (including creating new databases, managing group membership either adding or removing users, adding or removing owners and providing application support).
• Performed administrative roles within Lotus Notes, which included maintaining groups and databases and Reporting product bugs to development as feedbacks.
• Troubleshoot Hardware issues such as Desktops, Laptops, Networking/Local Printer, Scanners, Palms and Blackberry),software applications like MS Outlook, Lotus Notes R5 & R6, MS Office 2000 & 2003, Citrix.
• Troubleshoot Mainframes systems including ACF2, TSO, ISPF, CICS (IBM iSeries (AS/400), Extra, Rumba, Reflection & Attachmate).
• Diagnose problems by asking accurate, concise questions in a professional and timely manner. Accurately prioritize, categorize and log calls if necessary escalate calls to different revolvers groups.
• Make sound business decisions, with little direction by following documented procedures and Interact with customers, co-workers, and Revolvers, and vendors to diagnose and resolve problems.

Confidential, Skokie, Illinois

Help Desk Support

Responsibilities:

• Duties include responding to customers via emails, live chats and by phone support with the solutions, which will help resolve the issue with the Medical Healthcare software.
• Responsible for updating customer’s database with correct subscription length and email addresses.
• Investigate reported errors that occurred while using PEPID product.
• Responsible of testing the current version of product that is available and for upcoming new realize version.
• Responsible for testing PEPID Medical software for bugs and other lab test.
• Find possible fixes for the new update releases prior to launching it for customers.
• These duties include troubleshooting PDA and company’s internal website.
• Duties also include to sale PEPID software and update all doctors, nurses and medical students with all the updates that are made in the available version of software.

Confidential, Bolingbrook, Illinois

Tier 1 Data Support Analyst.

Responsibilities:

• Duties including troubleshooting 3G Vision technology and Wireless web capable phone, updating customer database, and requesting Hardware replacement service for the customers when necessary.
• Responsible for providing live and online technical support for various brands of PCS wireless data capable phones, ready link Phones (walkie-talkie); wireless air cards and PDA's operational support via telephone.
• Research and troubleshoot customer problems utilizing available tools and database.
• Thoroughly document request and resolution in case tracking system.
• Follow-up with customer to provide resolution, answer any additional questions and ensures customer satisfaction.
• Participate in the analysis of customer-identified issues or problems, which may require changes to procedures, standards and Systems.

Confidential, Hoffman Estates, IL

Help Desk Analyst

Responsibilities:

• Responsible for troubleshooting Hardware issues on various models PC’s, Mac’s, Blackberries, Palm, Network Printers and office electronic items in Live call center environment.
• Duties including troubleshooting Hardware, Software and Networking issues, also included updating Customer database and requesting hardware replacement when necessary and thoroughly document resolution in case tracking System.
• Follow-up with customer to provide resolution, answer any Additional questions and ensures customer satisfaction.
• Participate in Projects that analysis customer-identified issue or Problems, which may require changes to procedures, standards and Systems and update Knowledge with Proper resolution.

Confidential, IL

Team Leader Production Associate

Responsibilities:

• Attend daily meeting with the employee's and check the daily Schedule and attainment goal.
• Inspect for correct placement of parts and correct polarity Orientation.
• First Piece Process Verification within the First Hour of the Shift Start/Changeover.
• Verify machine product number w/program & revision match today’s BOM and revision.
• Initial BOM (40 level) indicating paperwork and material Reflects BOM defined processes.
• Do Testing on the modems, based on UNIX scripts and HP3000 (ICT AND FUNCTIONAL TEST)
• Do repair work on modem if required from a bench tech