| Technical Skills | | Proficient or familiar with a vast array of the latest concepts and technologies, including: - Windows 7, NT/XP/2000/, Unix Systems, LAN/WAN, Most Printers, Scanners, Software, etc
| - MS Word, Excel, Outlook, Word, Lotus Notes, Active Directory, lotus Notes, Report to Web,
| - Dame ware VPN and logmein2, Quadramed Healthcare , Remedy ticketing systems, Citrix
| - PC Hardware Installation and troubleshooting, Blackberries, Laptop / Desktops and software
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| Work Experience | | System Analyst Confidential - Solves organizational information problems and requirements by analyzing requirements recommending system controls and protocols
- Interacting extensively with clients of the company, or within departments
- Planning a testing schedule for completing the system operations comes after the client has adopted the new system into the workplace
- Determining the potential solutions and testing them for both technical and business compatibility
- Troubleshoot various issues over the phone, like printers, phones, whiteboard, Computer on wheels COW and many more to name a few
- Maintains professional and technical knowledge by attending educational workshops reviewing professional publications establishing personal networks benchmarking state-of-the-art practices.
- Improves systems by studying current practices designing modifications.
- Assist in maintaining system protocols by writing and updating procedures.
- Monitors project progress by tracking activity resolving problems publishing progress reports recommending actions.
- Follow up and notifications on various server issues within HHC
- Support many corporate organizations, such s Active Directory, Database Support SQL, Mainframe Production/QA Support, SCCM Support, CIS Server, ESM Apps Remedy and Monitoring, Telcom and Servers for most hospitals within the city.
| SystemAnalyst Confidential | - Successful, Remote troubleshooting, not limited to USB token authentication, VPN, and Wireless internet
- Knowledge in TCP/IP protocols.
- Involved in the Planning, Executing and Monitoring Phases of the migration project.
- Assessed the criticality of systems problems, and resolved and or escalated issues as needed.
- Continuously monitored the health of systems, reviewing events and logs.
- Closed over 30-35 and 35 Remedy Problem tickets on daily basis.
- Provided support to 20 hospitals clients for all Hardware on PCs and Laptops
- Migrated Microsoft Outlook 2003 to 2007 using Quest Migration software tool and some basic training.
- Cloned images using Symantec Ghost 7 and Ghost 8.
- Document all en-user identification information
- Handling heat tickets for resolution and escalations to ensure customer request are resolved efficiently.
- Supported and configured Laptop, Desktop, Blackberries, Ms Office 2003/2007/2010
- Executed Data Management polices to remove data from all American Express desktops and Laptops.
- Configured and troubleshoot VPN connection using soft tokens for remote users.
- Provided support in resolving problems with LAN/WAN data communication, operating sys. application software hardware.
- Installed and configured network printers.
- Assisted clients with HP LaserJet Series printers concerning toner cartridges, fuser kits, drum kits, transfer kits, rollers, paper jams, error messages and sensors.
- Assisted clients with network connectivity concerning IP address and connection, network cards and settings, protocols, print spoolers and drive mappings
- Installed and configured desktops for multiple monitors and attached network printers.
- Received day to day calls from Remedy application system to resolve emergency problems with client computers.
- Creating and maintaining user and group accounts to access necessary resources.
- Supported Windows Server and Active Directory.
- Push, package, patch and remotely administer computers via Active Directory
- Managing Print Servers and Network Printers. Enabling TCP/IP Networking.
- Supported and troubleshoot VoIP phones. Hardware include: Cisco IP phone 7942.
- Configured and troubleshoot wireless networks and wireless users issues in various locations.
- Assist with user accounts for Enterprise Activation on Blackberry Enterprise Server and assist with troubleshooting devices
- Add new computers to the right domain within Active Directory
- Creation of new users accounts, including setting up home directories, disk quotas
- 24/7 support and Training Global team for backup support On-call person at times
| | Confidential | | Helpdesk Tech 100 phone support | - Developed sales opportunities by researching and identifying potential accounts soliciting new accounts building rapport providing technical information and explanations preparing quotations.
- Developed accounts by checking customer's buying history suggesting related and new items explaining technical features.
- Trained, counseled, reviewed and motivated employees under direct supervision.
- Increased the efficiency and production of employees and resolved day to day operations.
- Received day to day calls from Remedy application system to resolve emergency problems with client computers.
- Creating and maintaining user and group accounts to access necessary resources.
- Supported Windows Server and Active Directory.
- Push, package, patch and remotely administer computers via Active Directory
- Managing Print Servers and Network Printers. Enabling TCP/IP Networking.
- Supported and troubleshoot VoIP phones. Hardware include: Cisco IP phone 7942.
- Configured and troubleshoot wireless networks and wireless users issues in various locations.
- Assist with user accounts for Enterprise Activation on Blackberry Enterprise Server and assist with troubleshooting devices
| | Confidential | | Helpdesk Tech 100 phone support | - Aided customers, totaling 1,000, in renewing their orders, providing domain names and improving the content and look of their websites, assisting with marketing advice, successfully increasing the hit rate.
- Analyzed how I.T. could meet the business needs, including studying and evaluating the client's business practices, in devising new products and services.
- Provided technical support to the clients of parent company. Performed as part of a team supporting over 5,000 clients.
- Worked in a high-pressure environment with a high call volume totaling 60 calls daily during the tax software support season from January to April.
- Troubleshoot and resolved client hardware and software installation and operational problems.
- Provided user acceptance testing for both in-house and vendor software. Instrumental in identifying, reporting and fixing any software bugs. Creating and maintaining user and group accounts to access necessary resources.
- Supported Windows Server and Active Directory.
- Push, package, patch and remotely administer computers via Active Directory
- Managing Print Servers and Network Printers. Enabling TCP/IP Networking.
- Supported and troubleshoot VoIP phones. Hardware include: Cisco IP phone 7942.
- Configured and troubleshoot wireless networks and wireless users issues in various locations.
- Assist with user accounts for Enterprise Activation on Blackberry Enterprise Server and assist with troubleshooting devices
- Add new computers to the right domain within Active Directory
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