SUMMARY

IT Desktop support professional with over 10 years of IT Desktop Support experience. Areas of expertise include trading floor support, Windows and Mac OS desktops, laptops, Scanners and Office print systems, Blackberry, iPhone, iPad, MS Office, Ent. AntiVirus and malware protection, BackupExec, Citrix, Exchange, Lotus Notes 8.5.3, MS SQL server, Networking, AD, DNS, DHCP, VPNs, project management, user training, thorough documentation. Support environments have ranged from SMB to larger corporate Legal and investment banking areas, insurance and data center. Customer service focused, delivering top tier desktop and technical support. Detail oriented, dedicated, strong work ethic and great interpersonal and teamwork skills.

Technical Skills

N.O.S: Windows2000/2003 R2/2008 R2.

OS: Windows 2000WS, XP Pro, MS Vista, Windows7, Mac OS X, Snow Leopard, Lion.

Software: MS Office 2003-2010, Outlook2003-2007 Internet Browsers, Lotus Notes8.5.3 and SameTime, Bloomberg, Reuters, Imaging Ghost, DriveImage , BMC Remedy Trouble Ticket Notification System , SecureCRT, VNC, Citrix MetaFrame Presentation Server4.1/XenApp 5.0, Citrix Client, Microsoft Exchange2003 Ent. Ed. Microsoft SQL Server2005 Ent. Ed., WSUS3.1 Blackberry Ent. Server4.1, Ent. Backups: Symantec SEP, Symantec BackupExec11.1, Symantec AV, Legato6.0 Unix/Windows . Basic Cisco switch/router skills, cisco VPN client, Active Directory, DNS, DHCP, VPNs, Group Policy.

Hardware: Desktops, Notebooks Dell, HP , iPad, Smart Phones HP IPAQ, Blackberry, Apple iPhone 3GS, 4S , laser printers, Canon Office systems, AIOs, scanners, HP Proliant servers DL 380 G5, ML370 G3 , Cisco switches and routers.

Professional Experience

Confidential

Contractor System Analyst

• Windows7, Active Directory, Print Servers, Outlook2010, HP Service Manager Ticket system , MS Office 2010, SEP, BitLocker, Web Apps. Lenovo Laptops, Samsung Slate 7, Panasonic Toughbooks.
• Windows7 Migration, immediately entrusted with various projects, Level II desktop support, documentation, monitored HP Service Manager ticket system queue.
• Currently project managing the New Emergency Field Office Trailer project, made several important contributions to the Emergency Mobile Command Center program Mobile Buses .
• Panasonic Toughbook rollout, various images, patches, administration and inventory.

Confidential

Contractor HelpDesk Specialist Tier II.

• - Windows 7, Active Directory, Lotus Notes8.5.3 and SameTime, BMC Remedy Trouble Ticket system, Microsoft Office 2010, McAfee Enterprise AV and Encryption, Web Apps.
• - Dell workstations and laptops, HP, Sharp, Canon and Lexmark printers and scanners, HP servers.
• - Desktop support, trouble ticket remediation, remote support, workstation imaging, rollouts, Move-add-changes, documentation.
• - Video Teleconferencing and multimedia collaboration support.
• - Solar Winds System monitoring.
• - Enterprise backups with Avamar backup software.

Confidential

• - System Administration: Create troubleshoot AD user accounts, email accounts, BackupExec, Mitel Phone system support.
• - Desktop Support: Trouble ticket system is a Priority. Tickets include Mac and PC, WinXP, Win7, OS X Snow Leopard and Lion printer and misc. hardware issues, managed and un-managed users Windows2003 terminal server users , install/configure/troubleshoot user applications, network connection issues, service requests.
• - Project Management: Assist research, planning, collaboration and deployment of enterprise initiatives, interface/manage vendors.
• - Miscellaneous: User training/advise, heavy documentation of all procedures wiki .
• - Accomplishments: Stabilized helpdesk getting all backlogged tickets under control restoring the confidence of the user community while enabling the department to resume moving forward with planned projects.

Confidential

Sr. Data Center Operations Technician

• - Desktop support of company front office staff and remote sites, monitor trouble ticket system logging all tickets as expeditiously and accurately as possible, with extensive user follow-up.
• - AD administration of user accounts and email.
• - Install, configure and inventory new desktops, laptops and all applications.
• - Setup and mentor junior NOC operators, cover all shifts and locations except Ohio .
• - Monitor all systems, environmentals and tickets using tools such as Solar Winds, What's up Gold, Geist Manufacturing Environmental monitors Environet and a Lotus Notes-based CRM/trouble ticket system.
• - Rack and stack servers and network devices.
• - Assist Juniper Network Engineer.

Confidential

IT Manager/Systems Administrator

• -Work closely with company executives, underwriters, claims analysts, and sales persons to ensure compliance with insurance industry regulations, confidentiality issues, HIPPA, encryption, email restrictions.
• - Single point of contact for all users at RMTS including remote support of locations at Syracuse and Connecticut , including training, heavy documentation, project management and user guidance. Implement and enforce RMTS LLC Company IT policy.
• - Basic to advanced desktop support, business standard workstation setup, configuration and troubleshooting. Support of Dell, HP workstations, laptops, Canon ImageRunner office systems, HP LaserJet printers, Canon Scanners. Windows7, WinXP Pro SP3, MS Office Pro 2003/2007, various applications and antispyware programs.
• - System Administration: User and email accounts, groups, troubleshooting, Citrix setup.
• - Hands-on support for Microsoft Server 2003 R2 Ent. Ed., Active Directory Administration, Exchange2003 Ent. Ed, MS SQL 2005 Ent. Ed., Citrix XenApp server 4.5 upgraded from Presentation 4.1 , Symantec Endpoint Protection Ent. AV, Symantec BackupExec. Monitoring, maintenance, troubleshooting and backups of all Back-end systems.
• - Backups: Symantec BackupExec tape backups. NAS device real-time disk backups as part of the D/R-BCP solution.
• - Network: Cisco PIX515E, Cisco Catalyst switches, basic Pix and Catalyst administration.
• - Data Center: Patch cabling, rack and stack. KVM switch. HP Proliant Enterprise servers DL380 G5 , Dell Poweredge, Supermicro APC UPS.
• - Blackberry Enterprise Server 4.1 administration, Blackberry smart phone procurement Verizon , activations, configurations, and all troubleshooting. Curve 8330 , Storm2 9550 , Tour 9630 . Familiar with iPhone 3Gs, HP IPAQ.
• - Review and evaluate all leases on equipment, vendors, outside contractors, technical support contracts and services.
• - Implemented a 3rd party internet-based Enterprise Spam and Virus Filter which solved a virus problem that was flooding the Exchange server.
• - Implemented Enterprise Internet Content Filtering and IDS with the purchase and configuration of a SonicWall Content Security Manager appliance. Blocked objectionable sites, improved security, and user productivity.
• - Implemented a 3rd party secure file/Email transfer solution.
• - Implemented ADT camera surveillance and monitoring system company-wide, new security card office entry and monitoring system, and new video intercom system in the reception area.
• -Developed a new and improved conference room which included implementation and setup of HDTV in conference room for use as a PC monitor.
• - Current projects: continued development of the D/R-BCP plans, phone system upgrade, Telecomm line upgrade, VMWare vSphere4.1 Virtualization project.
• - Entrusted with management of all facilities functions - supervision of A/C upgrade and maintenance, procurement and supervision of construction and repair of the main office suite and other business-owned sites. Approved all user office furniture needs. Director of emergency preparedness and liaison to the fire department.

Confidential

Desktop Support and System Administrator

• - Onsite representative of IT team. Carried out new rollouts and any needed security and standard NY Life proprietary software upgrades.
• -Technical support of the entire office of 150 agents and 35 staff members, remote support and off-site visits to home-office agents.
• - Project management, hardware and software troubleshooting, technical purchasing advice to the users, user education and training and heavy documentation of all procedures.
• - LAN administration, wiring closet, conference rooms, desktop computers, notebooks, printers, WinXP Pro, MS Office, MS Outlook, IE, Netscape, AV, New York Life proprietary software.
• - Became a Licensed Life and Health insurance agent, with a Series 6.

Confidential

Consultant

• - Monitored entire data center environment: all data center systems, investigated all call center inquiries, hardware installation/configuration/troubleshooting, worked closely with Unix System Administrators.
• - Worked with users in troubleshooting Microsoft Outlook clients connecting to multiple Microsoft Exchange Servers and network file shares/printers
• - Backups and restores done on a nightly basis. Monitored and performed troubleshooting on nightly backups: Legato backups UNIX of HP/Compaq Alpha Servers using 10 and 100 tape Compaq and HP Jukeboxes HP Tape Library Module 6 drives, 100 slots . Administered Iron Mountain secure backup tape transfers and logs.