SKILLS SUMMARY

Helpdesk/Desktop Support Systems Analyst with extensive experience in inbound call center operations onsite support for end users. Excellent background in working in a 24/7 call center environment, Excellent written Verbal Skills. Excellent customer service background as well as onsite desktop support for all hardware and software issues. Experienced in Special Project installation and implementing local networks in the windows environment for major organizations.

EXPERIENCE

Systems Administrator

Confidential

• Working with Active Directory to create make administrative changes to the user accounts such as changing passwords and resetting passwords.
• Responsible for creating making administrative changes for local groups and creating group policies in AD.
• Responsible for Configuring, Pre Post Deployment support as well as performing software updates for Desktop computers, laptop , peripheral equipment within established standards and guidelines. During conversion from Windows XP to windows 7 as well as upgrading Microsoft Office Suite from 2003,2007 to MS Office 2010
• Created Master images for both Desktop Laptops for Deployment in windows 7 environment
• Utilizing Remedy CA ticketing system to track issues and resolve them.
• Provided Extensive phone support desk side support for 500 1400 users of all levels in the hospital.
• Resolved 1st 2nd level technical problems with LAN and WAN connectivity.
• Created Documentation for troubleshooting scenarios as well as the fixes for 1st level techs to use as reference.
• Responsible for Backing up user system files for files user migration to Windows 7
• Provided hardware and software training for all levels of end users.
• Performed both Pre Post Migration tasks for all Desktop wireless devices in the Enterprise setting.
• Helped end user set-up Android based Smart phones, I-phones I-pads to Sync with Novell /or Outlook Corporate E-mail accts.
• Configured, Deployed and provided I II support for computers, peripheral equipment and software within established standards and guidelines.

Systems Support Analyst

• Responsible for providing 1st 2nd level Support for various users both in corporate environments as well as remote users.
• Responsible for Configuring, Pre Post Deployment support as well as performing software updates for Desktop computers, laptop , peripheral equipment within established standards and guidelines. During conversion from Windows XP to windows 7 as well as upgrading Microsoft Office Suite from 2003,2007 to MS Office 2010
• Created new images as well as used existing images for Dell Desktop workstations laptops using Ghost imaging Software.
• Configured, Deployed and provided I II support for computers, peripheral equipment and software within established standards and guidelines.
• Helped end user set-up Android based Smart phones, I-phones I-pads to Sync with Novell /or Outlook Corporate E-mail accts.
• Did Production Support, design enhancements projects. While working with in house Project Mangers internal Technology Team other Business partners with the City of New York as well as a variety of third Part Vendors.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Set-up videoconferencing equipment setup Laptop projector Presentations Webinar conferences.
• Deep technical understanding of Windows infrastructure services e.g. AD, GPO, CIFS, DFS within the enterprise
• Identify and resolve technical issues related to Workstation software packages and releases.
• Created Active Directory Accounts for new Employees Created Group policies Security groups in Active Directory
• Set up end users with New existing Blackberry Devices on the BES Server. Walked user thru Configuring Device to Sync with Novell /or Outlook Corporate E-mail accts.
• Logged all calls to the Help Desk using the Remedy ticketing system.
• Coordinated Service calls for onsite Support as needed.
• Monitored user requests and system issues.
• Assisted with critical system outages, software upgrades, and capacity planning.
• Interacted effectively with internal customers and appropriate system vendors to conduct necessary research to resolve issues.
• Coordinated onsite technical support for customer's end user during off-hours and Holidays

Helpdesk/Desktop Support Analyst

for Configuring, Deployment software update, and ongoing usability of computers, peripheral equipment and software within established standards and guidelines. During conversion from Windows XP to windows 7 as well as upgrading Microsoft Office Suite from 2003,2007 to MS Office 2010

• Responsible for providing 1st 2nd level Support to Executives, Top Earning Brokers area Mangers with Service Desk to determine and resolve all Hardware, Software /or, Network Infrastructure problems received.
• Provided technical Team lead Support for users thru phase 2 of account conversion to Windows 7 Microsoft office suite 2010.
• Identify and resolve technical issues related to Workstation software packages and releases.
• Provided user Support for financial applications such as Thompson One Next Gen.
• Provided user support for Citrix. Identifying and resolving technical issues related to Workstation login connection to the Citrix Database.
• Trains and orients staff on best practice use of hardware and software.
• Set-up videoconferencing equipments setup Laptop projector Presentations Webinar conferences.
• Set up end users with New existing Blackberry Devices on the BES Server. Walked user thru Configuring Device to Sync with Novell /or Outlook Corporate E-mail accts.

Sr.Systems Analyst/Desktop Support Engineer

• Configure, rollout, and ongoing usability of computers, peripheral equipment and software within established standards and guidelines
• Assist staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software.
• Escalate complex or troublesome issues to Level III technical support or to management for guidance when all Desktop Support resources have been exhausted
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Created Active Directory Accounts for new Employees Created Group policies Security groups in Active Directory.
• Used SCCM client support, VNC Dameware to remotely connect to end users.
• Good understanding of Application Packaging and Virtual Applications
• Deep technical understanding of Windows infrastructure services e.g. AD, GPO, CIFS, DFS within the enterprise
• Identify and resolve technical issues related to Workstation software packages and releases.
• Provided 1st Level Troubleshooting Support for Mac OS X Tiger and Leopard.
• My duties include help desk support, troubleshooting, installation and setup of equipment, configuration of desktop applications.
• Provided Support for users upgrading Office Suite 2007 to Office Suite 2010. Helped user set up configure all existing Documents. Also supported Visio Office Project.
• Set-up videoconferencing equipments setup Laptop projector Presentations Webinar conferences.
• Set up end users with New existing Blackberry Devices on the BES Server. Walked user thru Configuring Device to Sync with Novell /or Outlook Corporate E-mail accts.
• Helped end user set-up Android based Smart phones, I-phones I-pads to Sync with Novell /or Outlook Corporate E-mail accts.

Enterprise Sr. Systems Analyst/ User Support

• problem successfully interpret and capture information for classifying requests.
• Addressed Help Desk phone and email requests, generating, resolving and routing service requests accordingly.
• Analyzed problems and sent technicians as needed. Gave up-to-date information to people regarding software and hardware changes. Entered Help Desk requests through Top of Mind, a user support application. Ran administrative applications when needed.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
• Experience with LINUX/UNIX environment provided 1sr level Support.
• Perform data analysis as required for EOM Reports and Management Requests.
• Provided Support for all end users in the City of New York Health Hospitals Network via telephone, remote access e-mail. Utilizing network and system tools for trouble resolution.
• Provided Support for LAN, WAN, PC's, peripherals, smart phones
• Provided efficient day-to-day operational support for all PC/Desktop/Blackberry/End-User Devices.
• Provided effective efficient 1st Level Troubleshooting Support for Mac OS X Tiger and Leopard.
• Did Production Support, design enhancements projects. While working with in house Project Mangers internal Technology Team other Business partners with the City of New York as well as a variety of third Part Vendors.
• Performed Administrator duties for end users in Active Directory.
• Provided support for all PC/Blackberry/End-Use Devices, including off-hours for critical issues.
• Logged all calls to the Help Desk using the Remedy ticketing system.
• Assisted with critical system outages, software upgrades, and capacity planning.
• Coordinating with business executives, software experts, help desks, and data source teams in a 24x7 availability environment.
• Interacted effectively with internal customers and appropriate system vendors to conduct necessary research to resolve issues.
• Coordinated onsite technical support for customer's end user during off-hours and Holidays

Client Support Analyst

• Provided 1st 2nd level Support in a large corporate environment to end users employees throughout the NY, NJ, and LI Conn.
• Track and report high severity incidents involving the companies critical distributed server infrastructure. Single point of contact for escalation and resolution of incidents. Monitor and run weekly batch jobs
• Took ownership of tickets assigned to other technicians and ensured proper follow-up and follow through on Support issues.
• Provided day-to-day support for all PC / Desktop / Blackberry /End-User Devices throughout the company.
• Provided and maintained system maintenance and support for desktop/laptop computer systems. This included setting up desktop units other locations as well as setting up new desktop units.
• Rolled out hardware and software to end user based on existing policy. Provided full Support to all end users for the Windows Office suite, Setup configure Email clients Office Outlook as well, Outlook Express, windows mail for Vista
• Setup new user email Accts in Active directory for new employees.
• Took over calls from Level I tech concerning non-connectivity issues rebuilding TCP/IP, configuring E-mail clients for both Windows MAC users.
• Logged all calls to the Help Desk using the HEAT ticketing system

Sr. Helpdesk/Desktop Support Technician

Provided 1st 2nd level Support to users via telephone, remote access E-mail for both Customers Employees.

• Coordinated Service calls for onsite Support.
• Installed and set up Hardware and software as required and provided training to end-users.
• Troubleshoot standard desktop applications Microsoft Office, Microsoft Outlook, Anti-Virus software, Adobe Acrobat, etc.
• Evaluate, test and maintain network printers and AV equipment Recommended and implemented new design for Desktop Support/Server Operations Lab, which resulted in improved equipment maintenance and operations.
• Performed Support tasks involved work with AIX RS/4000 servers, Infinity Net Servers, DB2 databases Enterprise reporting tools.

Information Systems

Maintained the Navy's global Satellite telecommunications systems, mainframe computers, local and wide area networks and micro-computer systems. Used in the fleet.

• Handled the responsibility of working with system maintenance and support for desktop laptop Computers and applications.
• Installed and set up Hardware and software as required and provided training to end-users Monitors user requests and system issues.
• Ensured all-important communications link between units at sea and stations ashore.
• Coordinate telecommunications systems including automated networks, data links and circuits
• Applied diagnostic, corrective and recovery techniques to integrated information systems. Worked with highly technical material.
• Provided technical support to deployed units. Collect and analyze communication and non-communication signals.
• Provide telecommunications and computer-related training and assistance.