Summary
A highly awarded Desktop/Deskside/Site Support Specialist who can resolve problems quickly, provide training, create documentation, work independently or as a team member; and who constantly achieves 100% customer satisfaction using good listening skills, relationship building techniques and technical expertise. Received the prestigious GMAC “STAR” Award for Excellence. Instructed the CompTIA A+ computer certification course.

Skill Set
Dell, HP, and Lenovo computer and printer hardware setup, configuration, repair, and maintenance; Windows “7”, Vista, XP, 2000, 98(all versions), and DOS installation and configuration; some MAC OS; Citrix Receiver; VPN using Cisco and Juniper clients; PC imaging using Ghost or True Image; disk encryption using Pointsec or McAfee; Altiris (client side); virus detection and removal using Symantec Endpoint Protection, Malwarebytes, Kaspersky and Microsoft Security Essentials; remote capabilities using Remote Desktop Connection, Netmeeting, Livemeeting, LogMeIn, Teamviewer, VNC and Mikogo; one-on-one or small group training for Windows, Microsoft Office 2003, 2007 and 2010; Email clients including Outlook, OWA, and Thunderbird; network configurations and installations including broadband implementation; enterprise IP addressing using Avaya\'s QIP configuration utility; NAS devices including Buffalo, Maxtor, and Western Digital; unmanaged Switches including Cisco, Linksys, Dlink, and Netgear; system migrations and deployments using PC Mover or Windows Migration Tools. Trouble ticketing systems including Lotus Notes, Sysaid, GMAC and Numera Track-It. Excellent interpersonal skills. Other skills include having instructed the CompTIA A+ computer hardware certification course at a local technical school.

Employers, Titles and Major Accomplishments

Confidential
Piscataway, NJ
September 2010 – June 2012
Information Technology Analyst - Level II

Responsibilities:

• Performed computer imaging of Dell and HP desktops and laptops using True Image and Ghost.
• Customized computers that required special applications or hardware for the clients use as needed.
• Migrated/Refreshed/Deployed Windows 7 using MDT (Microsoft Deployment Toolkit) and transferred client data and settings from the old PC to the new one using PC Mover or the Windows Migration Tools.
• Maintained network interfaces from the desktop to the switch by cross-connecting wiring closet systems as required.
• Maintained an inventory of all equipment through a master spreadsheet.
• Met directly with clients to resolve issues that occurred with their PC.
• Maintained continued involvement with the Engineering groups to resolve server-side based issues.
• Added/Removed/Configured/Diagnosed all networked and local printers as required.
• Used Lotus Notes to track issues and meet SLA requirements.
• Investigated client issues relating to internet access and disseminated solutions to the group.
• Used remote access tools to control client machines that required assistance. These tools included: Remote Desktop Connection, Netmeeting, Livemeeting, LogMeIn, Teamviewer or Mikogo depending on the circumstance.

Confidential
Warren, NJ
June 2010 – August 2010
Computer Support Specialist

Responsibilities:

• Performed repair or replacement of all the school\'s desktop and laptop equipment as required.
• Ensured network connectivity and printing requirements were met.
• Imaged all the school\'s computer equipment with upgraded versions of Windows XP.
• Installed applications to ensure systems were ready for the upcoming school year.
• Ensured lab computers were able to run their required applications and access required databases.
• Ensured administrator computers could access websites such as Schoolwires and Genesis.
• Provided hands-on support to all school personnel and ensured any issues got resolved.
• Provided access to the school\'s trouble ticketing system – Sysaid – through any teacher or administrator computer as well as a local kiosk in the library.

Confidential
Red Bank, NJ
January 2005 - December 2009
Desktop Support Specialist

Responsibilities:

• Created, installed and configured new Windows images for 300 Dell computers. Successfully complete this task in the time frame allowed saving the company millions of dollars.
• Managed a small staff of technicians that assisted in this project.
• Created/Maintained user accounts, established/reset password, installed/configured shared printers, and created and/or connected user shares as required.
• Created/Maintained user Outlook accounts and granted access to hand-held devices.
• Redesigned and implemented both LAN and Broadband interfaces at each of the companies 16 locations.
• Successfully resolved all hardware and software issues that occurred with the 300 Dell computers and 75 HP printers that were in use.
• Able to supply Dell with problem determination scenarios that they now utilize as part of their problem resolution database.
• Trained one-on-one and small groups as requested.
• Created simple-to-understand user level documentation on the various processes they were using on a daily basis.
• Used the internet to research and resolve issues that may not have been encountered previously.
• Managed relationships with Dell, HP and Savin vendors.
• Managed subordinates during a major Windows deployment effort that was completed on time.
• Used LogMeIn or VNC to gain control of machines that were remote to the office I was in at the time to correct issues.

Confidential
Rahway, NJ
April 2004 – December 2004
POS Computer Designer

Responsibilities:

• Built and configured specialized Point-of-Sale computers for the gaming, restaurant and retail businesses.

Confidential
South Plainfield, NJ
August 2003 - April 2004
Instructor

Responsibilities:

• Instructed students in computer assembly and repair by teaching the CompTIA A+ computer hardware certification course.

Confidential
East Brunswick, NJ
April 1994 - February 2003
IT Department Manager

Responsibilities:

• Managed a staff of associates that were responsible for implementing and maintaining various custom applications designed for the building materials distribution business.
• Designed and implemented additional functionality into the core business applications. Many of these additions were ultimately included in the vendors standard package offerings resulting in saving the company over $250,000.
• Researched and replaced the companies NCR server with a new HP 9000 UNIX server. This increased overall productivity by reducing processing time an average 75% thus increasing profitability.
• Replaced 80% of the companies “dumb” terminals with networked PC\'s. This allowed managers to interface with vendors quicker thus reducing the time to bring in products. This resulted in an average sales increase of 20% the first year.

Education
Bachelor of Science Degree