SUMMARY:

• Desktop Support Specialist with over 17 years of experience providing end user support in a variety of environments and industries including government, healthcare, and finance/banking.
• Exceptionally detail oriented, possessing strong organizational, analytical, and entrepreneurial skills. Excellent communicator with the proven ability to manage and work projects independently as well as lead and work on teams.
• Focused experience in Microsoft environments including Windows XP/7/8/10. Experienced with Windows 7 and 10 migrations and has completed computer imaging projects using tools such as Ghost and SCCM.

TECHNICAL SKILLS:

• MAC OS Catalina. Windows 7,10. Server 2003,2008 and 2012, SCCM 2007 and 2012. LINUX, Novell Netware 3.11/4.12, MS - DOS 6.22, OS2, SMS, MS Exchange Server, POP, IMAP, MAPI, Hyper-V, VMWare
• ESX, Mac OS, Cisco CCNA, Voice, Cisco VPN, MS Internet Information Server (IIS), MS Proxy, G suite administrator. OKTA, BOX, WebEx . Pine, Eudora, Mac Mail, Entourage, Outlook 03, 07,2010, web mail,
• Thunderbird, Web mail, Lotus Notes 8.0.2, Meeting Maker, DUO Admin, MSOffice 365 admin OKTA, BOX, MS SQL Server, Symantec, Veritas, Remedy, Net Backup, Citrix 4.5, PC Network Hardware Installation,
• Network & PC Troubleshooting, Hubs & Routers, HP Laser Printers, Compaq laptops & MACs, CAT5e & CAT6 Installation, Cat 2, 3 & 5 wiring Coaxial cable wiring, Telecommunications 2 & 4 pair set up, Mitel Avaya Telecommunication System, ShoreTel, Cisco call manager, VOIP, PBX set up, Blackberry, PDA, iPhone, iPad, Treo, Languages: French, Spanish, English and French-creole.

PROFESSIONAL EXPERIENCE:

Confidential

Sr Desktop Specialist/ Network Analyst /T Bar Manager

Responsibilities:

• Microsoft Admin. Center Utilize MSO 365, 365 Licenses Administrator, Exchange Administrator. AD and Users Administrator.
• AD manger, Onboarding Users, Create Distribution list and Users Termination
• CISCO configurations, call Manager Set up and create user VIOP phones, voice mail and Jabber set up as well .
• Provide user friendly, on-hand support to the users in multiple locations; National and International.
• Active Directory Administrator; Creating and disable account, password resets,
• Creating distribution groups and other AD functions using Powershell, MSO365 and AD.
• Webex, MSO365, Okta, DUO and BOX Administrator
• COVIN19 Provide technical supports to 5000 users via REMOTE installs all type of software, configure VPN issues, All type of computers, Laptops and Macs issues
• Respond and resolved tickets and incidents in accordance with Alnylam IT to customer support and updates Using SERVICE NOW Ticketing SYSTEM.
• Maintain inventories of all Alnylam IT assets and collection process to secure Alnylam assets on Service Now.
• Install, configure and support Alnylam issued mobile devices and other tech devices such as iPads and tablets
• Manage the upgrade of hardware & software when necessary to ensure that all services are provided in a secure and timely fashion.
• Configured and Installed CISCO VOIP for new and Telecom with movement of IP phones as required.
• Implementation of Alnylam IT enterprise images for Desktops /Laptops using GHOST.
• Responsible to response and support; Desktops, laptops, MFD and printers
• Install and move assets as required according to Alnylam policies and procedures
• Act as the contact person for office wiring/cable installations and performs related duties as required.
• Travel to various sites as needed
• Install, configure and support state issued mobile devices; VPN and Mobile smart devices
• Troubleshooting and resolving Network issues and infrastructure as required.
• Configure and maintain backup and restore process to include swapping tapes, restoring files, and transfer of media in accordance with EOHHS policies and procedures
• Support, trouble shoot and configure remote access to assist network users with connectivity to Alnylam network from non-magnet connections.
• Provide consultative IT services to IT management and site teams as needed
• Utilize Network Administrative Tools to manage the network and ensure efficiency of system resources
• Build and restore severs as needed

Confidential

Senior Technical Consultant

Responsibilities:

• Senior Technical Consultant responsible for resolving software/hardware, and Windows 7 workstation issues ensuring employees ability to perform, escalating to vendor support as needed.
• Build Windows 10 computers to specifications and assist in testing settings
• Image and clone Window 10 computers and deploy to area branches within a 20-mile radius of Head Quarters
• Install and Configure computer peripherals at all locations in preparation for new core.
• Install software on all workstations as needed.
• Active Directory administration (User unlocks, User resets, moves, adds, and changes).
• Repair and recover from hardware or software failures.
• Build and/or Rebuild PC’s, set up workstations, install and configure printers and faxes as needed.

Confidential

Network Analyst / Desktop Specialist / IT Site Administrator

Responsibilities:

• Respond and resolve tickets and incidents in accordance with EOHHS IT to customer support and updates
• Maintain inventories of all EOHHS IT assets using the EOHHS inventory collection process to secure Commonwealth assets.
• Supporting All the states LABS build and Imaging PC, laptops and iPADS and surface, surface PRO. Set up instruments, Network setup and patching
• Manage the upgrade of hardware & software when necessary to ensure that all services are provided in a secure and timely fashion.
• Assist Telecom with movement of IP phones as required.
• Implementation of EOHHS IT enterprise images for Desktops /Laptops using MDT or GHOST.
• Responsible to response and support; Desktops, laptops, MFD and printers
• Install and move assets as required according to EOHHS policies and procedures
• Act as the contact person for office wiring/cable installations and performs related duties as required.
• Travel to various sites as needed
• Install, configure and support state issued mobile devices; VPN and Mobile smart devices
• Troubleshooting and resolving Network issues and infrastructure as required.
• Support, trouble shoot and configure remote access to assist network users with connectivity to Alnylam network from non-magnet connections.
• Manage the T bar for quick and fast issues may have and IN and Out Users

Confidential

Sr Desktop Support Analyst / Team Lead

Responsibilities:

• Troubleshoot general network, computer, phone and server problems
• Ensure Network, Servers, workstations, printers and associated IT infrastructure are efficient and in working order
• Respond to phone calls, emails and requests on applications, hardware, software and network issues
• Maintain asset assignment with New Desktops, laptops, Printers and MFD in REMEDY
• Maintain user accounts, profiles, create and delete in Active Directory.
• Configured and setup Cisco VOIP for end user
• Set up wireless ID/account for Guess and EInk overseas users
• Supporting AUDIO and VIDEO systems in six meeting rooms
• Build and Deploy Image windows 7 for Laptops Desktops and MS Office 360 using SCCM 2007 and 2012
• Manage resolution of escalated calls and provide feedback to others
• Follow up periodically with all end users regarding open tickets and issues
• Provide management with weekly and monthly reports
• Used REMEDY / Heat Tickets systems to manage the tickets via Email and online.
• Builds and creating images using Ghost and SCCM for windows 7 Migration

Confidential

Lead Computer Specialist II / IT Supervisor

Responsibilities:

• Supported multiple users on Lotus Notes Platform 8.0.2
• Provided day-to-day support to end users on Pine, Eudora, Mac Mail,
• Entourage Microsoft Office 2003/2007, Windows XP/NT, Windows Server 2003/2008 and peripherals.
• Used Active Directory to add and remove users.
• Maintain ticketing System using LANDesk and HEAT
• Set up Cisco wireless Connections
• Assisted user with Technical Moves
• Updated user McAfee and Window Patches Laptops and workstations
• Provided routines maintenance on all HP Printers

Confidential

Lead Desktop Support/Telecommunication Engineer

Responsibilities:

• Connected MGH VIP to Wireless Access.
• Provided VPN connection to outside users.
• Using Hyper-V to Set up AD and Exchange Server
• Provided day-to-day support to end users (MS Office, XP, Vista, NT 2003 and peripherals). • Provided Help Desk support software and hardware for PC and Mac
• Provided for new users as required.
• Provided support for six of LABS build and Imaging PC, laptops and iPADS and surface, surface PRO. Set up instruments, Network setup and patching
• Set up POP, IMAP, MAPI, MDA, Treo and Blackberry in Outlook Pine, Eudora, Mac Mail, Entourage and Lotus Notes.
• Used Remedy and Landesk Ticketing System.
• Utilized Cisco voice, Avaya Systems to set up new user and to make changes as needed.

Confidential

Technical Operations Field Supervisor

Responsibilities:

• Supervised 15 technicians
• Installed, reconfigured and maintained Laptop & Desktop PCs, MACs, POP, IMAP, MAPI and Peripherals.
• Provided day-to-day Help Desk support to end users (MS Office, XP, Vista and NT 2003)
• Set up and Troubleshooting Internet and Wireless Network and VoIP
• Installed reconnected, added and/or changed video products and services in compliance with National Electrical Code.
• Certified drop by taking signal levels, checking for ingress, and monitoring and repairing CLI.
• Performed fishing conduit and underground work.
• Troubleshot and repaired advanced CPE, including 2-way video for residential & commercial customers.
• Upholds & upgraded company products and services to current customers at every contact.
• Provided all activities associated with troubleshooting customer issues, repair coordination, Pine, Eudora, Mac Mail, Entourage, PCs, MACs and MS Office, XP,
• Vista and NT 2003. Provided general customer support for Comcast Internet services and products as well as Comcast Digital Voice services and products.
• Manage and support Windows 7 migration and Office 360. Using SCCM
• Manage Mitel phone and Lifesize video conference systems
• Provide hardware support for desktops, printers and peripherals, including diagnosis and where appropriate, resolution before outsourcing to third parties.
• Customer facing role focused predominantly on desktop/user support for all aspects of Information Technology.
• Work with UK & Danish Based IT Team.
• Used AD to create and disable user account
• Act as first point of call for all users for software included in a standard build and bespoke/specialized software as well as connectivity and other local issues.
• Maintain ticketing System using LANDesk and Remedy
• Develop knowledge of core applications to be able to provide 2nd/3rd line support levels in all business areas.
• Provide basic for new users on existing applications when appropriate and identify areas that require further to be undertaken.
• Use and take ownership of automated build processes for distribution of software to the desktop and laptop via SCCM management
• Manage the interface between the Boston system and those in global/regional offices
• Moved users from Avaya telephone systems from patch panel
• Travel from East Coast, West Coast and Mid-West to different locations