SUMMARY:

• Eighteen years of experience in information technology department operations. Diversified customer service skills developed through client support positions. Proven ability in troubleshooting and resolving both hardware and software related issues in a time efficient manner. Selected areas of expertise include:
• Providing supervision of client support team
• Providing end user support for all Windows based systems.
• Providing server support for all Windows based servers.
• Conducting hardware, software and Smartphone setup and configuration
• Performing administration of user accounts
• Performing administrative duties for servers and computers
• Maintaining Avaya PBX system
• Contributing effectively to project teams
• Effectively supporting over 2000 employees
• new employees

TECHNICAL SKILLS:

Software: Windows XP/Vista/7/8/10, Windows Server 2000/2003/2008/2012, Microsoft Office 2010/2016, Microsoft Exchange, VMware VSphere Client, Lotus Notes, Microsoft Active Directory, Resource Update Manager, Novell Netware, RSA Secure ID Administrator, Novell ConsoleOne, Remedy, Intuit Track - It, HP Service Desk, ServicNow, SAP, Cisco VPN Client, Nortel Networks VPN Client, Checkpoint VPN Client, RSA SSL VPN, Dameware, EXTRA Client, Citrix, Cerner, Stentor, PeopleSoft, Express Plus Medicare Client, Kronos, Nagios, Utimaco Safeguard Easy, McAfee Safeboot Encryption, MacAfee Antivirus Client, Symantec Antivirus Client, Nortel PBX, Nortel Callpilot, Nortel Symposium, Interaction Client, Guardian Security

Hardware: PCs, Laptops, Tablets, Servers, Printers, Blackberry Devices, iPhone Devices, Android Devices, Wireless Devices, Scanners, Nortel IP Phones, Polycom Video Conference Units

PROFESSIONAL EXPERIENCE:

Confidential, Hermitage, PA

Desktop Support Supervisor

Responsibilities:

• Work with management to set the direction and tactical plans for the Desktop Support team
• Support over 4000 office and remote employees company-wide
• Train new support staff
• Work with IT Management and Lines of Business partners to ensure quality support is delivered
• Develop and maintain relationships with technology resources and internal customers including operations, project management and lines of business
• Coordinate relationships with external vendors in relation to incidents or special requests
• Participate in Change Control meetings to represent specific service requests
• Lead development of new knowledge base documentation to increase first call resolution and decrease resolution times
• Respond to Tier 3 technical incidents or service requests
• Work as a resource and mentor to the Desktop Support Technicians for more complex issues

Confidential, Pittsburgh, PA

Supervisor of Site Support

Responsibilities:

• Provide supervision of client support team to ensure quality customer service
• Support over 2000 office and remote employees company-wide
• Train new support staff
• Ensure SLA requirements are being met on all problem tickets and requests
• Maintain computer inventory using Remedy Asset Manager
• Provide regular contact with computer end-users to maintain, analyze, troubleshoot and repair computer systems, hardware and computer peripherals
• Document, maintain, upgrade and replace hardware and software systems
• Install desktop and laptop software and hardware
• Assisted in implementation of new Avaya phone system
• Provide assistance to server support team for onsite server issues
• Provide second tier support to computer users by working calls for help in service desk database
• Participated in completing a domain and email migration of over 2000 end users and computers
• Assisted network services group with 802.1x implementation
• Manage office expansion and renovation project
• Participated in Windows 7 and Windows 10 migration projects
• Managed IT implementation of pharmacy automation project
• Assisted with life cycle replacement on all switches and routers in the Warrendale facility.

Confidential, Pittsburgh, PA

Network/Desktop Systems Specialist II

Responsibilities:

• Provided computer support for all end user’s desktop and laptop computers
• Provided smart phone support (Apple, Android and Blackberry) for all end users
• Provided second tier support to computer users in Pittsburgh, Rockville, and Atlanta offices
• Provided second tier support for 30 remote users
• Installed, configured and maintained hard drive encryption of all company computers
• Managed all Active Directory users and computer accounts across multiple domains
• Installed, configured and supported MS Outlook/Exchange email system
• Supported company network hardware
• Assisted with troubleshooting network issues and outages
• Installed desktop and server software and hardware
• Deployed new laptops and desktops to new and existing employees using the Dell leasing program
• Provided maintenance and support on all MS Windows based servers (2003/2008)
• Reported, managed and resolved all security vulnerabilities on all MS Windows based servers (2003/2008)
• Provided backup support on VMware ESXi 4.1 servers and VSphere clients
• Configured Nortel phones on PBX
• Maintained the company’s Polycom video conference unit
• Managed security badges and fingerprints on Guardian Security System
• Assisted with domain migration of 300 plus users using Resource Update Manager
• Participated in MS Office migration from
• Documented complete software and hardware inventory
• Assisted with office LAN/WAN migration project in December 2011
• Assisted with client OS migration from Windows XP to Windows 7

Confidential, Pittsburgh, PA

Client Support Specialist II

Responsibilities:

• Provided regular contact with computer end-users to maintain, analyze, troubleshoot and repair computer systems, hardware and computer peripherals
• Documented, maintained, upgraded and replaced hardware and software
• Performed system backup as required
• Installed desktop and laptop software and hardware
• Installed and supported Nortel phones (I2004) for all end-users
• Provided second tier support to computer users by working calls for help in service desk database
• Led project in Windows OS migration from 2000 to XP
• Participated in MS Office migration from
• Involved in encryption process for all laptops and PCs using Utimaco software
• ed the “Unsung Hero” in 2008

Confidential, Pittsburgh, PA

Help Desk Analyst

Responsibilities:

• Performed telephone support for all calls coming into the help desk
• Ensured that all hardware and software related problems are identified, logged onto the designated tracking system and the appropriate people notified
• Provided troubleshooting for difficult problems with supported systems and applications; identified, explained and resolved problems
• Provided level one and two software support and administration for Lotus Notes application
• Installed SAP Client software and managed SAP accounts
• Performed level one and two software support and administration for third-party products

Confidential, Malvern, PA

IT Technician II

Responsibilities:

• Served as primary desktop support for business and clinical users
• Performed over 400 annual software/hardware installations, configurations and hardware upgrades
• Installed and configured new workstations in compliance with environment standards
• Installed, configured and repaired HP Printers
• Imaged Windows workstations using Norton Ghost
• Participated in various team projects implementing new systems including Cerner, Epic Summer 2004, Kronos, OAS Gold, Stentor Radiology and Quadris
• Migrated users workstations from Windows NT to Windows 2000 and Windows XP
• Upgraded workstations from Office 97 to Office XP
• Maintained an active role in email migration from Lotus CCMail to MS Outlook 2002
• Provided rotating 24/7 on call technical support