Summary:

Accomplished, hands on , results-driven IT professional with a cross-functional, progressive background spanning more than 12 years. Positive attitude working in fast paced, high-visibility desktop and call center environments demanding strong organizational, technical, and interpersonal skills .Demonstrated ability to function effectively as a team player, as well as work independently to achieve organizational objectives and cost savings initiatives. Excellent project work experience and well-rounded multitasker Strong customer service focus.

Technical Skills:

Break/Fix, Customer Support, Helpdesk/Tech Support, Network Planning, Networking PC/Network/Software, Migration/Setup, Printers/Setup/Troubleshoot, Project Manager Software Support, Network Administration, Planning, Buying, Remote Support, OS Expertise Windows 95/98/NT/2000/XP/Vista/Windows 7/8/Mac

DSL Certified, Cable Installation Certified, Satellite Installation Certified, Dell Certified, HP PC/Laptop/Printer Certified, Remote Tools, Web Applications, RSA Token Administration Complete Knowledge of Office Suite 97-2010

Professional Experience:

Confidential

Senior Application Support Analyst

• Effectively answer questions, analyze and resolve AIS Connectivity Secure FTP set up and maintenance issues, related application and downstream system impacts.

• Translate business needs into systems documentation.
• Work with global 3rd party companies to set up accounts through EZenroll to enable them to view/modify information for HMO/Non-HMO accounts.

• Set up and support accounts to facilitate data to be sent through various secure network channels using SecureTransport, Protocols used included HTTPS, FTPS, or other secure protocols, depending on the size of the data being sent, and the direction, be it Sent, Received, or Bi-Directional.
• Software used included CSTAR ServiceCenter , Secure Transport, EZenroll, and UNIX.

Confidential

PC Performance Engineer/Level 4 Resolution Specialist

• Develop, document and distribute technical instruction support to field technicians for hardware, software, network, as well as remote assistance for remote clients.

• Works with all levels of management to revise Helpdesk script to provide better overall experience and efficiency for user community.
• Develops and document process metrics to resolve boot time, process, memory, network and data usage anomalies.
• Utilizes 3rd party software for benchmarking, boot timers, process counters, network and remote tool data capture.
• Documents metrics, ongoing findings, resolutions and recommendations with Visio and Excel and reported findings to team and upper management.
• Responds to, reviews and approves operational quality of system equipment.
• Conducts site surveys of customer locations to plan and design system installations.
• Resolves customer application questions or problems regarding system configurations/setup, product functionality, bugs and enhancements.
• Communicates project status, deliverables, priorities and contingencies.
• Acts as liaison between project team members, customers and installation team to ensure project is implemented seamlessly.
• Troubleshoot, diagnose and apply logical solutions to installation problems.
• Work Remedy global ticket queue, email and phone support to resolve or delegate proper group assignment for a user community exceeding 135,000 worldwide.
• Documents workload for daily and weekly meetings for discussion with team and upper management.
• Provides proprietarily configured OS builds, 3rd party software and driver revisions, on a continually monitored schedule to ensure up to date and approved versions for 11 global companies.
• Supports companies included Otis, Pratt and Whitney and subdivisions, Sikorsky, Rocketdyne, Hamilton Sundstrand, and other global partnerships.
• Mixed mode OS environment with Windows 98/2000/XP/Vista/Windows 7/Mac.

Confidential

Application Support Level II Analyst

• Provided global phone, email, and complete remote support to more than 20,000 employees' worldwide.
• Knowledgeable in over 47 custom applications, Citrix, Remedy, PL/SQL, UNIX, Merant PVCS Version Manager, Hummingbird Exceed, Network monitoring/resolution/reporting issues, DameWare, Active Directory MMC, Citrix CMC 4 Shadow utility, FTP Pro, SSH Tectia File Client, as well as complete Windows XP/Vista/Office 2007 support.
• Provided Active Directory support to grant access to new users, locked out accounts, as well as configured proper group security settings and permissions.
• Reported daily and weekly findings to upper management to proactively provide solutions for recurring issues and potential script and batch file bugs.
• Provided rotational on call backup for after hours and weekend customer support.

Confidential

Network Administrator

• Administered all daily operations locally for 250 clients, 75 outside sales remote home support, two offsite CT locations with 50 clients each, as well as act as a point of contact for Germany, UK, Japan, and China.
• Projects included, but not limited to, Symantec upgrade to 10.0.2, followed by Trend Micro Enterprise OfficeScan migration, Symantec Enterprise Backup, CRT to LCD migration, complete Datacenter and wireless planning/purchasing/migration/rebuild to World Class level new floors, wiring, rack mount servers, UPS upgrades, separate circuit power, new Cisco routers, including Cisco CSS 11506, Cisco 3800 Series Integrated Services router, Cisco Catalyst 6500 Series switch, Cisco IOS Firewall Software Release 12.4, Cisco PIX 515E firewall, configured Cisco Wide Area Application Services , moved Cisco 2800, 4000 and 4500 Series router to our other facility, installed T1 lines, new fiber runs for both levels of building, AVAYA phone system upgrade including VOIP , ADP Payroll upgrades Several , XP and Vista migration, Data Warehouse, SolidWorks Server, Backup Server, SQL Server, and Citrix Server planning/purchase/build/migration for all servers.
• Mixed environment including NT/2000/2003 Server Over 30 servers , Windows 98/2000/XP/Vista, as well as Virtual PC and Virtual Server.
• Software Used CRM, SharePoint, Visio, ADP, Active Directory, Business Objects, Office 1997-2007, Remote Desktop, VNC, SolidWorks, Project, TEMS, Cisco VPN.
• Handhelds Blackberry, Blackjack, Motorola Q, Win Mobile 5/6, Palm 680/750.
• Heavy cradle to grave contact with 3rd party vendors, including, but not limited to, Symantec, Trend Micro, CDW, Dell Dell Certified , HP, Toshiba, Staples, UPS, FedEx, and PC Connection. Integral support for purchasing/returns and price negotiations.
• Worked within security policies and procedures set forth by Sarbanes Oxley regulation compliance.
• Worked independently and as a team to provide formal and informal training sessions for, but not limited to, Six Sigma, Kaizen, new software and hardware tutorials, Green initiative, and Health and Safety.

Confidential

Desktop Support Specialist

• Performed desktop support for local users in a Windows NT, 2000 and XP environment as well as support for MS Office Suite including MS Outlook.
• Utilized Remedy ticket tracking for resolution and escalation when necessary.
• Responsibilities included resolving all software/hardware/network issues, and more.
• Cisco Catalyst 6000 Series switch and Cisco 3800 2800 Series router upgrade project.

Confidential

Active Directory Migration Support

• Supported a global Active Directory XP migration for 21,400 users, from remedy of issues, to ensuring complete customer satisfaction throughout.
• Support consisted of 50 phone support, 50 desktop, requiring substantial travel to six cities in the United States
• Tickets generated, tracked and closed with Peregrine Asset Management software
• Facilitated customer support with Hyena software and all MS Office issues.

Confidential

Desktop Support

• Performed load, compatibility, anomaly, and network testing on proprietary and current non-proprietary software, upgrade patches, drivers, and web-based applications on multiple platforms in a mixed mode environment.
• Performed problem resolution for various trouble ticket issues, including, but not limited to, software/hardware and network.
• Generated ticket tracking through Remedy.

Confidential

Senior Call Center/Technical Support Analyst

• Provided 90 phone and 10 desktop support from a call center for 1500 local users and over 10,000 global users in a 95/98/NT 4.0/2000 environment.
• Responsible for problem resolution including hardware, software and network issues.
• Supported MS Office 97, Outlook 97, Palm software, as well as proprietary software.
• Generated job tracking tickets with Track-It and Access databases.