WORK HISTORY:

MSP System Engineer

Confidential, NJ

Responsibilities:

• Maintaining a high level of customer service to small business technical service requests via telephone, email & ticketing.
• Applied Bomgar & LogMeIn remote access to remediate desktop /server issues in a timely manner.
• Used AutoTask for ticketing & the following MSP tools for Network diagnostic & break fix, ITSupport247, IT Glue, & Cytracom VOIP Phone Systems.
• Hands on Windows Server administration for multifarious Windows Server types.
• System engineering for all new & existing Office365 accounts using 365 Partner Dashboard & Office 365 Administrator.
• Created business process improvement & retention documentation.

IT Support Analyst

Confidential, Philadelphia, PA

Responsibilities:

• Interfacing with clients & IT support team to achieve deliverables supporting the end users & business units.
• Diagnosing & testing end user system failures both locally & remotely using DameWare remote access and implementing repair solutions.
• Working with a team that is responsible for troubleshooting break\fix issues, using BMC Remedy IT Management system.
• Deploying\replacing\asset management & new Windows 7 - 10 PCs & laptops in a Dell environment.
• Using Ghost Server, ADmanagerPlus for Active Directory creation, delete & editing objects.
• Taking on responsibilities including end to end projects.
• A strong emphasis on work focus is placed on being process oriented & providing a timely resolution to support requests and providing a high level of quality customer service.

Contract\IT Support Analyst

Confidential

Responsibilities:

• Traveling Technician field service position updating retail locations.
• Responsible for Network (rack & stack) Windows 10 workstation replacements, POS installation & Store Camera system replacement.

Contract \ IT Admin & Support Analyst

Confidential, Philadelphia, PA

Responsibilities:

• Brought onsite to oversee the following projects & tasks: Deskside support vendor change,
• Office 365 migration- training & IBM Big Fix deployment. Along with the following: Senior Team IT project management, Desktop Team management, Break fix tasks & escalation using Service Now ticketing system, Network Change management, Active Directory changes, Cisco Telecom Management, Aide in acquiring new web domains & maintaining SSL certs, Assist with Onsite Data Center Changes, disaster recovery & circuit installations, Server migration, Troubleshoot Network incidents.
• PowerShell scripting, & Group Policy. Monitored various End User Computing related reports.
• Contract \ Data Center Technician - Bank of America\Levittown, PA (July 2015-Feb 2016)
• Provided technical support at a Tier 3 Data Center. Installation Rack & Stack of network & infrastructure equipment, switches, trace, patch & labeling. Network device Break Fix diagnostic & resolving product performance problems. Using advanced tools, Copper, Fiber pulling terminating, testing.
• Using multiple network support applications & ITSM Remedy ticketing system. Working independently with attention to details, processes and procedures.

Employee\Deskside Support

Confidential, Princeton, NJ

Responsibilities:

• Providing Deskside support to end users and interfacing with the service desk and a customer IT support team to achieve deliverables supporting the end users.
• Diagnosing & testing end user system failures both locally & remotely using Bomgar remote access and implementing repair solutions.
• Working with a team that is responsible for troubleshooting break\fix issues, software installation, and deploying\replacing\asset management, new Windows 7 PCs in a Windows 7 \Lenovo environment.
• Using Windows Server 2008, SCCM 2012, Active Directory creation, delete & editing objects.
• Follow up on all remediated machines.
• Taking on additional responsibilities including a Windows 8 tablet project testing & procurement.
• A strong emphasis on my work focus is placed on being process oriented & providing a timely resolution to support requests and providing a high level of quality customer service.

Deskside Technician

Confidential, Mt Laurel, NJ

Responsibilities:

• Brought onsite to work independently on weekends on Windows 7 migration project.
• Responsible for imaging & configuration, deployment of HP Windows 7 laptops & desktops. Using Microsoft USMT for client data backup & migration.
• Following up on asset management on all computers & hardware used in that process.
• Installation & configuration of software, network, local printers & scanners . Using Windows Server 2008, SCCM 2012, Active Directory creation, delete & editing objects.
• Follow up on all remediated machines. Kept onsite after successful project completion on Desktop IMAC team.
• Responsible for processing, procurement, troubleshooting & break fix of computers, hardware & network communication for internal & external employees.
• As well as special asset management projects.
• Responsible for providing Installation, upgrade, data backup & integration, configuration and deployment of HP Windows 7 machines.
• Using PXE boot & Remote data migration software.
• Perform imaging & asset management of all new desktops and laptops.
• Installation & configuration of software, network, local printers & scanners.
• Using Windows Server 2008, SCCM 2012, Active Directory creation, delete & editing objects.
• Follow up on all remediated machines.

Contract \ Win 7 Deployment Migration

Confidential, Newtown, PA

Responsibilities:

• Responsible for providing Installation, upgrade, data backup & integration, configuration and deployment of HP Windows 7 machines.
• At both onsite & offsite locations.
• Install and configure proprietary applications for specialty departments.
• Using PXE boot & Remote data migration software.
• Perform imaging of all new desktops and laptops.
• Installation & configuration of network, local printers & scanners.
• Working with Lansweeper to identify objects for identification & remediation.
• Using Windows Server 2008, SCCM 2012, Active Directory creation, delete & editing objects.
• Follow up on all remediated machines.

Contract \Help Desk Tech Tier 1\ NOC Analyst

Confidential, Cherry Hill, NJ

Responsibilities:

• Responsible for providing quality Help Desk primary support for hospital operations.
• Support for all computer related issues on a 24x7x365 basis & part time analyst for the KHS NOC for issues & irregularities.
• Reviewing reports from NOC automated testing procedures & reporting results to Tier 3 contacts.
• Troubleshooting of PCs; password & printer resets, basic telecommunication maintenance.
• Performs initial information gathering and problem analysis with an 90+% resolution ratio, referring unresolved issues to the appropriate next level support personnel.
• Enters all user reported issues into CA Service Desk Tracking System with enough descriptive detail for the issues to be resolved effectively, including all trouble shooting steps and detailed resolution if applicable.
• Working with Windows Server 2008 Active Directory creation, delete & editing objects, Administration running Citrix Xencore 6.5. environment. Local desktop Win 7, Win XP, & Mac OS, MS Office, virus isolation & treatment.
• Remote Desktop support & Ext Remote connection support (SSL VPN). “Soarian” patient care tracking as well as over ten different heath care division specific applications support & administration.

Owner\ System Administrator \Network Engineer

Confidential

Responsibilities:

• Troubleshooting & solve all PC & Network problems. Small business Consultations \New Network installs, existing Network Rebuilds, Cat 5 Cabling, and installing high speed internet connections.
• Installation, upgrades, software configuration & documentation.
• Break-fix on Novell & Microsoft Servers, workstations & backup systems. Microsoft Active Directory - Novell IManager creation, delete & editing objects.