SUMMARY:

• IT Support Professional with extensive experience in client support and services.
• Experience providing support at desk side or remote locations related to all PC & Mac hardware, software and network connectivity. Accustom to prioritizing and managing client requests and adjusting to tight deadlines.
• Practice total contact ownership of issues and determine escalation of issues to higher level IT groups as well as promoting team work to minimize business impact.
• Well versed in working with manufactures and vendors in addition to being fluent in Spanish.

TECHNICAL SKILLS:

Google Apps Domain Console: Administration with FlashPanel and later BetterCloud

Helpdesk Ticketing Software: - Zendesk, BMC Remedy, CA Support Desk, Target, SmarterTrack, LANDesk and HPe Service Management System

Microsoft OS: - Win7, WinXp, Vista, Win98, NT and 2000 server setup and administration.

Mac OS: Support - Yosemite and Maverick Microsoft Office support, O365, 2010, 2007 and 2003 client side and Exchange administration.

CA DSM/ITCM: asset management system.

Network Clients: - VPN, Citrix and ESX VMware.

Remote Control Clients: - GFI Advanced Monitoring Dashboard w/TeamViewer remote client, Cisco Meraki Manage Services Dashboard, LogMeIn, CA Management Console, DameWare and VNC.

Imaging Software: - Norton Ghost, Acronis and Dell Imaging Assist.

Novell and Lotus: Notes server administration and support.

Backup Software: - Arcserve Enterprise, Novaback and BackUp Exec.

Mobile Devices: - iPhones, iPads, Droid and BlackBerry. Skype, Video Conferencing equipment and Polycom VOIP Phone provisioning and Avaya.

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

HP Enterprise IT Consultant

Responsibilities:

• Documented knowledge transfer of the AVON support procedures on the HPe SharePoint server for all hardware, software and legacy applications.
• Utilize the HPe Asset Management System to inventory employee assigned laptops and available stock.
• Monitor the HPe Service Manager ticketing system to address issues and requests entered by the helpdesk and or employees.
• Followed up on new hire requests by deploying Dell laptop and Mac images, creating user profiles and setting up final configurations.
• Attend to all network printers, Office 365 and wireless issues.
• Attend to Network Jukebox tape backup system, Avaya desktop phones and conference room setups.

Confidential,Westbury,NY

IT Support Professional (Contract Assignment)

Responsibilities:

• Assisted IT staff team of 5 members with Win XP to Windows 7 migration. Processed data backups of roughly 400 laptops and desktops to local drives, at 4 different NYBC locations.
• Installed a standard Windows 7 image, added the computer to the domain and entered asset tag information into the BIOS.
• Installed the VMware Mirage 5.0 client, configured client with auto reboot option, IP server address, confirmed connection to the Mirage server and final image processing.
• Verified image properly installed, restored client data and any local peripherals.

Confidential,Bronx,NY

IT Support Analyst (Contract Assignment)

Responsibilities:

• Handle requests entered in LANDESK Helpdesk ticketing system for Advanced Math & Science School.
• Supported the Main office, Leadership office and Teachers with issues having to do with accessing Google Apps, school applications, wireless access and network printing.
• Assigned to configuring classroom carts with laptops for the high school students. These included on-boarding Google ChromeBooks, MacBook Pro, MacBook Air and mini iPads.
• Imaging laptops using Clonezilla and MacBooks using the Disk Utility.

Confidential,Mineola,NY

IT Support Specialist

Responsibilities:

• Handle all requests from employees and documented all tasks in Zendesk ticketing system.
• Supported all corporate office employees, market managers across 17 nationwide locations in addition to regional managers and 400 plus AT&T Digital Life technicians.
• Active Directory Administration.
• BetterCloud Enterprise Google Email Administration.
• ConnectWise Accounts Management, Workstation Client Installations & University Training Course Assignments
• Vonage/Vocalocity web portal administration of VOIP phones and provisioning.
• Administration of Verizon and AT&T web portal and inventory control of cell phones.
• Used TeamViewer Remote Control Client
• Computer setups, installations and inventory.

Confidential,New York,NY

Help Desk Analyst (Contract Assignment)

Responsibilities:

• Nationwide information systems phone support of all employees, providers and vendors in accessing web and mainframe applications.
• CA Support Desk ticketing system for documenting all issues.
• Active Directory admin pack and Active Roles web client for account resets.
• Utilized CA Management client and DameWare for remote control support of clients.
• CA DSM/ITCM migration to Office 2010 and delivery of software such as Oracle client, JAVA, Adobe applets, internet browsers and other proprietary applications.
• Assist clients with access to Intranet applications such as Qcare, CyberShift and guidance to tools, resources and request forms.
• Support Win7, XP and Office 2003 and 2010. Installing network printers, mapping shared drives and creating desktop shortcuts.
• Assist with Outlook issues related to add-ins such as Vault archiving, access to other mailboxes and adjusting views.

Confidential (NYC & Rockville Centre,NY

IT Consultant (Contract Assignment)

Responsibilities:

• Handle phone calls from employees with all computer hardware, software, networking and wireless connectivity issues.
• Management of open tickets database and documentation of client repairs Helpdesk system.
• Utilize VNC and LogMeIn remote desktop clients to correct computer issues.
• Migrations to Windows 7 and Office 2010.
• Maintain client workstations with the latest updates for Windows and Office Suite.
• Install Citrix Web client for XenApp environment.
• Assist clients connecting over SSL VPN to the VMware environment via an RDP to terminal services connection.
• Performed Acronis workstation imaging, secure zone backups and restores.
• Configuration of Blackberry and iPad devices with exchange email or Citrix client.
• Assist with Video Conferencing equipment and VOIP phones.
• Assist with rack mounting servers, workstation moves, installations and laptop repairs.

Confidential,New York,NY

Systems Administrator

Responsibilities:

• Manage incoming helpdesk calls for internal employees and remote home based employees.
• Within the first year achieved a 35% reduction of pending requests.
• Supervised the Remedy Magic helpdesk support database. I created detailed, organized and highly descriptive documentation of each issue including troubleshooting steps, screenshots, file examples and urls.
• Contributed to the exchange knowledgebase for repetitive issues.
• Active Directory Administration; created accounts, reset passwords and group membership.
• Administration of Exchange 2000-2003 email group membership.
• Troubleshoot and configured desktops, laptops, printers and additional peripherals.
• Imaged workstations with Norton Ghost.
• Trained new users on Office applications, email, and network connectivity issues.
• Maintained Polycom Video Conferencing, projector and laptop training room setups.
• Supported Digital Life shows at the Jacob Javits Center.

Confidential,New York,NY

Network Systems Manage &PC Labs Network Support Analyst

Responsibilities:

• Dedicated support for Confidential ’s bi-weekly publishing cycle. Responsible for network storage of all data produced by the Art, Production, Editorial and PC Labs departments.
• Maintained Novell 3.12 network servers and OS9 Mac servers.
• Installed and maintained ArcServe tape backup and restore environment.
• Created network and email groups, client accounts and assigned access privileges.
• Maintained wireless network and client access.
• Processed all new client installations, client requests and computer problems.
• Setup, installed and maintained computers, software, printers and network connectivity.
• Created system default images for all desktops and laptops utilizing hard disk duplicators.