SUMMARY

• IT Professional specializing in Local Area Networking, Desktop Support, Helpdesk, Email Management and Voice Technology.
• Network administration and remote management of servers and workstations.
• Outstanding troubleshooter with the ability to quickly diagnose and resolve desktop issues.
• Excellent interpersonal communication skills interact with all levels from executives and administration personnel to end-users, able to explain complex concepts and ideas to non-technical individuals.
• Manage and administer entire telecommunications infrastructure and its associated software, including PBXs, call management systems, voice mail, interactive voice response, and video conferencing systems and call recording including Avaya, Mitel 3300 and other voice platforms .
• Interact and negotiate with vendors, outsourcers, and contractors to secure products and services in a timely and professional manner.
• Prioritize tasks to accomplish maximum results and timely completion of projects.
• Working toward CCNA, CCNA Security, and MCSE certifications.

Key Strengths:

• Strong experience with Desktop and Helpdesk support
• Ability to present ideas in user-friendly language
• Break/Fix Troubleshooting
• Experience working in a team-oriented collaborative environment
• Strong Project Management Skills
• Network and application documentation
• Strong customer-service orientation

TECHNICAL SKILLS

Software/Tools: PC/Desktop Support, Help Desk duties, Network Administration and Remote Management of servers and workstations, Call Center Automated Call Distributor ACD , Digital Surveillance Security Installations, WebHelpdesk software, Avaya Audix Definity, Email Web Filtering, Microsoft Professional Server 2003, 2008, 2012 Workstation, NT, W2K, XP, Vista, Windows 7, 8 Microsoft Exchange 2003, 2007, 2010 and 2013 Administration, MS Office 2003, 2007, 2010, 2013, Novell 5, and 6, Ghost and Acronis Imaging, Veritas Backup Exec, Arcserve, Symantec Anti-Virus and Security, other antivirus programs and anti-malware software, Blackberry Devices, Ipads, Polycoms, Mitel 3300, Avaya Partner and Magix systems, Time Slips, Time Matters, Fundware, Pledgemaker Oracle based application , Datastream preventive maintenance, inventory, asset and resource management application printers and multi-function printers.

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support /Network Administrator

• Responsibilities include: Concentrate on Network Administration for desktop support on Windows XP, 07, 08 end users. Use Active Directory to add computers to the domain, account creation, reset user accounts, assign proper access to the network, as well as maintain security groups and distribution lists Create Exchange 2003 2013 mailboxes for users.
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, upgrade, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels, including routers, and switches.
• Removal of viruses and malware, update security patches
• Imaging of workstations and laptops.
• Management of data services via FTP and SSH.
• Provide support for Blackberry and android phones, tablets, Ipads.
• End user training and Executive level support for Office 2003,2007,2013 and other applications.
• This position is part time and the work is done in both, profit and non profit companies.

Confidential

Desktop Support Telecommunications Analyst

Responsibilities included:

• Managed the recording and logging of calls into the Peregrine Help Desk system. Retrieved voicemail, email requests, and assigned system tickets to clients.
• Supported numerous programs and shelters throughout New York City.
• Trained new employees in daily operations.
• Created new accounts, assigned user rights, and reset user passwords using Microsoft Active Directory.
• Level 2 desktop support specialist Helpdesk
• Assisted Senior Manager in deploying Blackberry devices to senior staff members. Provided necessary documentation and training to use devices.
• Developed documentation and established help desk operations.
• Conducted research on emerging products in support of help desk technology.
• Tracked and analyzed trends in Help Desk requests and generated statistical reports.
• Responsible for Executive support when Senior System Administrator was not available.
• Managed and administered the entire telecommunications infrastructure and its associated software, including PBXs, call management systems, voice mail, interactive voice response, and
• video conferencing systems. Mitel 3300, Avaya Partner, Magix, other key systems
• Supported 24x7 Call Center operations which consisted of NICE Call Recording and Prairie Fyre
• ACD applications for internal support to the operations.
• Prepared and developed long range telecommunications development plans in accordance with stated business strategy including disaster recovery plans.
• Designed and oversaw telecommunications projects with a goal to improving or expanding the current infrastructure to support and help guide programs.
• Developed, implemented, and maintained policies, procedures, and training plans for telecommunication systems administration and appropriate use.
• Worked with vendors to establish service level agreements based on program requirements.
• Assessed the need for system reconfigurations, developed plans and executed the required changes.
• Voice and Data and specific applications- also helped with overseeing the maintenance of all circuits and phone lines throughout the organization.
• Maintained a current knowledge of emerging products, services, protocols, and standards in support of telecommunications equipment procurement and development efforts.
• Assisted with the Digital Surveillance Systems throughout the organization.
• Oversaw IT related aspects of all corporate construction and renovation projects.
• Oversaw all telecom billing and ordering of new circuits. Assisted with the annual budgeting for all telecom expenses.

Confidential

Network Administrator/Desktop Support

Responsibilities included:

• Responsible for administering entire network both hardware and software in Manhattan and Upstate NY. Prepared and ensured accuracy of documentation, procedures manuals, and help sheets for network installations, including data, and voice technology. Used Active Directory to add computers to the domain, account creation, reset user accounts, assigned proper access to the network, as well as maintained security groups and distribution lists.
• Removal of viruses and malware, updated security patches on servers and workstations.
• Imaging of workstations and laptops.
• Management of data services via FTP.
• Diagnosed, resolved, and documented hardware and software network problems in a timely and accurate fashion, and provided end user training and support. Recommended developed and implemented end user training programs to increase computer literacy and self-sufficiency. Provisional administrative functions Email accounts, Blackberry Provisioning, and Audio Conferencing. Conducted research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts. Responsible for supporting Executives. Achievements:
• Knowledge of computer hardware and software, including Novell 5 and 6, Windows Operating Systems Windows XP, Server 2003, Citrix server, Oracle server, Exchange 2003. Migrated users from Lotus CCMail to Exchange 5.5 and three years later to Exchange 2003.
• Application support experience with various applications such as Pledgemaker Oracle based databases , Fundware Accounting software residing on Citrix Server .
• Moved users from WorPerfect to Microsoft Office.
• Working knowledge of a range of diagnostic, backup, Arcserve and Symantec Backup Exec and imaging utilities, including Ghost.
• Demonstrated progressive experience on the technical support team.
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.

Confidential

Manager of Information Technology

• Responsibilities included: Managed and maintained a Novell 3.12 network for 40 users. Resolved network, hardware, and software issues for all users helpdesk functions . Benchmarked, analyzed, reported on, and made recommendations for the improvement and growth of the IT infrastructure and IT systems Maintained system backups, and prepared daily and month-end reports for executives and other management and personnel
• Negotiated and administered vendor, and service agreements for hardware and software.
• Managed the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, hardware, software, and peripherals.
• Oversaw provisioning of end-user services, including helpdesk and technical support services.
• Responsible for supporting Executives.