Objective

Seasoned and highly motivated Desktop Support professional seeking a Sr Desktop Support / Lead position to contribute to the company’s further success

Summary of Strengths

• Outstanding skills in utilizing, analyzing and communicating high information technology knowledge and information to both technical and non-technical personnel
• Wide array of client interface and quantitative skills for the provision of network solutions
• Proven expertise in Tier 2 and 3 help desk and Hardware Support and system upgrades
• Excellent skills in the general setup usage and troubleshooting of Tape Backups, Microsoft Office, Lotus notes, GroupWise, mapping network drives and supported connection issues
• Proficient in the use of MS Office products, virus removal, and purchase recommendations
• Developed quick technical, logical, strategic thinking skills and ability to meet deadlines
• Superb team player and leader with the ability to train, coach, and motivate team members; work well with a wide variety of people at all levels and handle multiple tasks
• Effective verbal and written communication skills

Technical Skills

Reconfiguration of Desktops and Laptops,Computer Hardware,Operating systems,Desktop Imaging Software,Help desk tracking systems,Setup and troubleshooting of all local and network printers,Remedy ticketing system,Citrix Xen-App,HP Open view,Clarify,Active Directory,ACE |
MS Office Application,GroupWise,Lotus Notes,Lotus Domino Server,Novell Netware,Exchange Server,Windows Server 2003,Basic SQL server 2008,Adobe Reader and writer,
Virtual Desktops,Permission Settings,Blackberry Support,Symantec Backup exec,Veritas |
IBM\\Mainframe 3270e support,Remote Desktop support,Brother Printers |
Wyse thin Clients,Overall usage of Outlook,PDA Blackberry,HP iPAQ support

Professional Experience

Confidential,Feb 2010 Present
Systems Technical Support Tier 2 & 3

• Responsible for the communication with clients directly for problem resolution
• In-charge with the recreation, troubleshooting, resolution and documentations
• Provided excellent customer support for 5000 users within the office on a daily basis
• Handled the deployment of desktop and laptop operating systems, managed desktop security, configured, secured data and provided support for all network connectivity issues
• Administered all security accounts for window XP, Win7 including desktop configurations, network connectivity and access issues, as well as printer configurations and connectivity
• Configured Email Accounts shared calendar groups, shared, email group mailboxes within MS Exchange and MS Outlook 2007; set up and managed remote access service in VPN
• Administrated all territory computer rights, shares and printers and ensured zero level of virus infection by Utilizing McAfee\'s Anti Virus products
• Assisted internal teams and clients with troubleshooting proprietary applications and system related issues, desktop and laptop up-grades and migration
• Ensured the safely securing and restoring of client’s data and ensured system reliability
• Provided Break/Fix support on all Dell, HP & IBM systems, and HP & Dell Desktops

Confidential,Dec 2009 Feb 2010
Tech-lead Deployment/Migration-Short term Contract

• Responsible for deploying desktop operating systems, desktop security, configuration and safely securing user data and provided network connectivity issues
• Facilitated post deployment and QA daily activities, provided direction to the assigned staff to meet new system development and user requests and participated in IT strategic planning
• Ensured completion of projects as assigned and supervised IT personnel
• Trained and locally, remotely managed new employees, consultants and contractors
• Administrated all territory computer rights, shares and printers and provided hands-on assistance to users and follow-up after deployment migrations

Confidential, Dec 2009 Jan 2010
Part-time Field Technician

• Provided Commercial & Residential desktop, laptop, server, Mac support, remote support using log-me-in and onsite break/fix, as well as virus and spyware removal and peripheral support

Confidential, 2009 Dec. 2009
Enterprise Support Technician, Hardware & Software Configuration-Contract

• Responsible for the provisioning of multiple laptops and desktop’s accordingly to client specs using ghost 32 8.3 image and handled hardware configuration & integration on desktops
• Facilitated in the desktop operating systems, configured and troubleshoot network connectivity
• Configured servers from bottom up, client image installations and cell phone arrangement

Confidential, Sept. 2008 March 2009
IT Manager (Contract Employee)

• Supervised all software installation Via Citrix Xen-App 5.0 and Wyse thin clients
• Installed, configured and maintained all and front-end systems, LAN and WAN connections
• Led the investigation and resolution of hardware and software issues both remotely and onsite
• Managed and supported Blackberry devices on the BES server, all territory computer rights, shares and printers via active directory and group policy network protection software
• Provided server support, tape backup and created Business Continuity plan
• Oversee the purchasing of all company approved hardware and software according to budgets
• Troubleshoot user problems and other general computer/IT support via Citrix Xen-App Access Management feature such as network connectivity, printing issues and Microsoft office
• Responsible for procuring, receiving, and documenting/tracked inventory of all computer equipment and software licenses; interaction with product vendors
• Developed database backup and recovery plan and corporate network and internet security policy and resolved software related issues, updates, patches, licensing, and startup delays
• Performed SQL maintenance, system backups using VERITAS & Symantec backup exec

Confidential,Sept. 2007 Sept. 2008
Help Desk Representative (Contract)

• Handled the utilization of the Remedy 7 Ticketing system; setup users within active directory Windows 2003, assisted users with their NT account lockout & permissions and email support
• Provided remote support for clients via Dame Ware, debt and equity traders, Investment Bankers, research users and routed tickets to correct support groups for incident control
• Updated client on outdated tickets; mapped network drives, researched information for proprietary ML websites using (I know) management system
• Resolved various concerns such as proprietary websites, resetting UNIX mainframe passwords, clearing mainframe sessions via Unix mainframe, troubleshooting all MS office 2003 & 2007
• Gave phone support to users with setting up exchange 2003 permissions, updating user information, setting up profiles and adding users to the exchange server via remedy 7.0

Confidential,April 2007 Sep. 2007
Pfizer Desk-side support (Contract)

• Responsible for providing first, second, and third level functional and technical support to Pfizer clients and troubleshoot, diagnose hardware and software problems
• Facilitated in the installation and updating of software, setup and troubleshooting of equipments
• Took charge of the investigation and resolution of hardware and software issues
• Tracked and de-escalated both computer and telephone equipment systems
• Handled the connectivity broadband issues, Wireless Broadband, EVDO (Evolution Data Only), ACE, Account Management Tool, and Password Policies
• Resolved Windows and Internet Explorer issues on desktop and laptop and virus problems
• Maintained and troubleshoot LAN networks, installed and configured routers and switches, generated weekly reports and performed diagnostic testing on PC equipment
• Procured, received, documented and tracked inventory of all computer equipment and software licenses and provided blackberry/ HP iPAQ support
• Provided support to end users via desk side visits and email; connecting exchange 2003 & 2007 to POP3, GAL: updating user information via Active Directory
• Managed the portability of exchange GAL portable and roaming profiles and multiple users

Confidential, March 1998 Sep. 2004
Systems Administrator

• Troubleshot Dell Desktop, IBM & HP Laptop as well as network printers, User Administration support, Email Support of Novell GroupWise 4, Novell Netware and NT password resets
• Administrated all territory computer rights, shares and printers; installed, configured applications via NT, XP, and electronic mail Lotus notes
• Delivered support through telephone, desk-side visits and email and trained staff and customers

Confidential, August 1996 March 1998
Desk-side support specialist

• Responsible for rebuilding of desktop machines configuring HDD for end-user support, supporting networking-office function and utilized the Remedy ticketing system
• Performed application updates & security protection within Novell, and Windows NT, Windows 95/98/me; troubleshot end-user desktops, Sony vaio laptops, Internet connection issues
• Repaired, modified and upgrade internal components and peripherals as needed
• Formatted hard drives and determined appropriate file system FAT, FAT32, NTFS
• Installed and configured Operating Systems such as Windows 2000 Professional and, Windows 95/98/ME, Windows NT 4.0, GroupWise, Lotus Notes, Novell, Windows 3.1, and MS/DOS
• Set- up and organize software applications, telnet connections, and electronic mail
• Trained and assisted 50 internal end users in the proper use and procedures of windows feature

Licenses and Certifications

Dendrite Certification for Skill Set 3, Sep 2007,Proprietary Software such as BETSY, OLOS, Pedagogue, And Blackberry PDA support,Dendrite Certification for Skill Set 1, May 2007,Certified to support all aspects of Windows, IPAQ, PDA’s, Brother Printers, IBM T42 Laptops, Global Concur Expense, MS Office,
A+ Certified Technician,Blackberry Exchange Server Certified 2010,Dell DCSE Certified 2009,Dell DSP Certified 2009,Dell Management tech lead Certified 2009 |Dell Foundation 2009 Desktops Certified,Dell Foundation 2009 Laptops Certified,Dell Wireless Technology 2009 Certified

Educational Background: Confidential