SUMMARY:

• Around ten years of IT experience in providing onsite and remote technical support to the employees and contractors working on a wide range of client server applications and service management systems such as ServiceNow and seven years of professional experience in Environmental Graphics and Designs.
• Experience working with ITSM and service management systems such as ServiceNow.
• Excellent customer service skills, including the ability to work with users of all ability levels.
• Extremely detail - oriented and ability to consistently follow team procedures and documentation.
• Ability to quickly learn several proprietary applications that are core to the firm.
• Experience troubleshooting Windows systems.
• Extensive desktop support/technical support experience.
• Strong support knowledge of Windows desktop OS (Windows 7 & 10)
• Strong support experience with MS Office suite (Word, Excel, PowerPoint, Access).
• Strong support experience with multiple web browsers (Google Chrome, Explorer, Firefox, Safari).
• Strong experience with network printer support in an Active Directory environment.
• Troubleshoot Hardware, Cisco IOS, and install/configure Cisco routers and switches.
• Proficiency in configuration of VLAN setup on various Cisco Routers and Switches
• Experience in the setup of Access-Lists, and RIP, EIGRP, and tunnel installations
• Experience with EIGRP,OSPF,RIP and TCP/IP
• Strong experience supporting a wide range of specialty applications outside of normal productivity software.
• Strong experience using Windows diagnostic tools, Active Directory, and other server-hosted applications.
• Excellent telephone, oral and written communication skills.

TECHNICAL SKILLS:

Ticket Tracking Tools: ServiceNow, Remedy.

Software: MS SQL, MS Office (Word, Excel, Outlook, PowerPoint), Graphic Software (CorelDraw / AI).

Browsers: Internet Explorer, Firefox, Chrome, Safari, Navigator.

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems.

Networking: LAN & VPN/Remote Connectivity, TCP/IP.

Protocols: RIP, RIP,EIGRP, OSPF,DNS, FTP, WLAN.

Platforms: Windows, Unix, NetWare Servers, Citrix.

PROFESSIONAL EXPERIENCE:

Confidential, Edison, NJ

Network Engineer

Responsibilities:

• Responded to telephone, email, IM, and Incident Management tracking system requests for support, including problem analysis, initial resolution and/or escalation.
• Communicated with customers regarding their issue, both verbally and by written correspondence.
• Communicated with IT personnel to document customer issues, create assignments, and manage support requests from initial reporting through resolution.
• Provided Tier 2 troubleshooting and resolution for incidents and requests for desktops, laptops, tablets, printers, applications, and associated peripherals.
• Managed small to medium scale desktop support projects for OIT and our customer departments.
• Met departmental quality assurance standards, service and policy requirements, and key performance indicators to deliver enterprise quality support.
• Used the ServiceNow tracking software, to document, assign, and manage incidents and requests presented to Managed Desktops and Hosted Services by our customer base.
• Created detailed documentation for the Support Services Help Center, both internal and external facing
• Corresponded with email / phone on return merchandise, gave product knowledge. Created RMA number for restocking.
• Worked on overlapping schedule when necessary to provide coverage during business hours.

Confidential, New York, NY

Responsibilities:

• Log all support requests in ServiceNow and possibly resolve general and repeated issues.
• Reviewed open tickets daily, promptly following up on tickets that have been updated by the user.
• Maintained accurate and up to date notes in all tickets
• Provided exceptional customer service in every interaction
• Ensured that initial response, ongoing communication and resolution times were within established SLAs
• Maintained professional demeanor at all times
• Escalated ticket to the Level 2 or Level 3 when appropriate.
• Installation, maintenance and support of desktops, laptops, servers, networking gear and printers
• Supported Windows 7 and Windows 8
• Managed and supported Office 365
• Support Microsoft, business and third party applications
• Coordinated and supported all desktop add/moves in the contact center
• Performed pc replacement/upgraded ensured that the transition was smooth for the end user
• Participated in an on call rotation with the rest of the Support Services Team provided after hours and weekend support when needed (one week every few months)
• Assisted with answering incoming calls to the Help Desk when volume required

Confidential, Glendale, NY

Responsibilities:

• Managed the team to manufacture and install interior and exterior signs
• Attend meetings with clients to provide better or cost effective ways or materials to build a certain project.
• Held meeting with the sales team on a daily basis and update the progress of the current projects in process.
• Assist the graphics designers in understanding the development of the project for easier and cleaner shop drawings.
• Maintaining network cisco switches and router connections with putty software.
• Managed and maintained redistribution protocols, such as Rip, Rip1, Ospf, Eigrp.
• Managed Spanning tree, Root Bridge, Root Port, DR and BDR

Confidential

Graphic Designer

• Learned designing layouts / shop drawings from scratch and learnt organizational processes, policies and procedures with minimal ramp-up time.
• Adapted to diverse work styles and consistently provided friendly, personable service.
• Software: CorelDraw, Illustrator, Onyx, AutoCAD, Raster link, MS Office.
• Hardware: Assembled computers motherboard, processor, rams, hard drives, disk drives, scuzzy drives, soundcard
• Graphic card, networking making straight and crossover cables maintaining large format printers.
• Excellent Performance: Offered full-time position at the conclusion of temporary assignment at Cartier.
• Operating: Laser cutter, large format printer, cnc router, large format lamination.