PROFESSIONAL PROFILE:

Bilingual System Support/Desk Top Specialist with vast knowledge of applications, networks and peripherals. I am organized, responsible and energetic with the ability to work independently or within a team setting. I possess great interpersonal and communication skills with the ability to grasp new IT concepts and/or products in a timely manner. I am seeking a challenging corporate IT position, where I can utilize my past work experience to excel within a flourishing company.

EXPERIENCE:

1/10 – Present Confidential, Vanguard aspires to lead the healthcare industry in 
delivering compassionate, quality care effectively and strategically.

System Support Specialist-

• Provide PC, desktop, and peripheral support for all users in the Vanguard New England Markets. This includes all hospitals, clinics, outpatient locations, regional offices and other locations supported by the Vanguard New England Information Services Department.
• Configure Meditech and other clinical and financial systems to recognize new or changed hardware devices.
• Install, upgrade and move PC\'s as needed.
• Perform component level repair of PC\'s, printers, terminals, and other hardware, including testing and replacement of boards, chips, etc.
• Set up users on the network and within network applications with appropriate access and rights.
• Work with users to troubleshoot problems at the node or network level.
• Identify and troubleshoot network communications problems.
• Work with departmental management on various projects as they relate to desktop and peripheral devices
• Participate in on call rotation for after hour support.
• Provide support for moves, ads and changes of desktop and peripheral devices.
• Work on major projects (moves, installations, etc.) and special tasks (Help Desk, etc.)

2/05 – 10/08 Confidential, leading IT staffing and services company.

Senior PC Support Specialist -

• Identified, researched, upgraded and recommended desktop hardware and software for management review prior to making the products available to our 20,000 customers throughout North America.
• Supported Lotus Notes, created lotus notes accounts along with the Lotus admin supported daily issue with Louts and Lotus IM, also troubleshot Windows XP platform on a day to day basis, was also involved with Printers in hardware and software point of view, Active Directory created and deleted accounts.
• Remotely supported off site users with standard application using remote tools (PCAnywhere, Dame Ware, Net meeting and Remote Desktop.
• Resolved daily issue with call tracking system to monitor, manage, resolve open calls assign to the Desktop Support (Remedy).
• Supported hardware and software troubleshooting;
• Virus software installation,
• Resolved hardware issue with Dell, HP, Compaq with desktop and laptops.
• Researched and created images according to company needs.
• Managed new facility network and computer equipment installation.
• DTA administration for all FMCNA locations.
• Developed and maintained Desktop Support\'s Intranet page.
• Technical liaison with internal CIS groups and vendor support for joint or overlapping projects.
• Developed an in-house training program and solutions for Desktop Support personnel on troubleshooting PC and NT issues in the FMCNA computing environment.
• Researched FMCNA desktop software patches and implemented them throughout FMCNA locations, as required.
• Researched "cutting edge" technology and how it could be applied at FMCNA.

2/03-11/05 Confidential, is committed to discovering and delivering 
transformative therapies for patients with rare and special unmet medical needs.

Desktop Support Engineer –

• Managed Desktop support for Genetics users at Westborough for 200 users for systems setup, daily backups, network connectivity, hardware and software troubleshooting;
• Virus software installation
• File/print/document imaging
• Server & workstation performance optimization, repair, and configuration.
• Client support responsibilities on Dell workstations and notebooks for the Windows 98/NT4.0/2000/XP and resolve issues IBM laptops and Compaq/HP desktops with Corp IT for Genetics users.
• Worked as one of the team members in special IT projects (XP rollout, Document Imaging upgrade project, network upgrade) and recommendations for system improvement.
• Genetics executive management IT client support and solving laptop and desktop hardware and software issues
• Actively participated in Sales support and sales laptop rollout project. PDA’s (Palm, Dell Axim, HP IPAQ, and Blackberry)
• Remote Access Dialup and VPN client support for Genetics Senor Mgmt including, President, VP’s, Director Sales and Marketing.
• Utilized the centralized Call Tracking system to monitor, manage, resolve open calls assigned to the Desktop Support Services group
• Support of both IT hardware (Compaq, Dell, IBM) and software (all Microsoft platforms) in the engineering client workstation and lab environment (TECAN).
• Maintaining and created ghost images for Billing, Lab and sales images for Windows NT, 2000 and Windows XP for Genetics users.
• Troubleshoot end users problems and documented resolution for user’s issues.
• Working knowledge of different Lab custom applications, installation and testing and deployment of LMS and reporting applications for Genetics DNA lab users and support of networks and troubleshooting problems in network with Corp LAN/WAN
• Groups and printers and Label printers for DNA lab.
• Billing Dept: Setup new PC’s for the users and also setup 40 PC’s for billing dept moving from Windows NT 4.0 to XP and also copied user preferences into new system. Daily IT support 120 users and resolving computer hardware and software issues, Imaging, billing in house applications and also setup the LaserJet and label printers. Participated in sales laptop rollout plan and involved migration of old data into new laptops and setup ACT database and Outlook and also setup VPN and IP dial.

9/97- 11/02 Confidential, specialize in providing information infrastructure systems, software and services.
Global IT System Support Engineer -

• Client support on multi-vendor (Compaq, Dell, Toshiba, Gateway, Micron) workstations and notebooks for the Windows 95/98/NT40/2000/XP Static and DHCP/TCPIP environment via the Remedy/Peregrine ticket system
• MSOFFICE (97, 2000, XP)
• Image software (Driver, Ghost)
• PDA’s (Palm, Compaq, Blackberry)
• Remote Access Dialup and VPN client support, SAP
• Netscape and Internet Explorer browsers, Exchange, and Outlook email client support
• Work with IT administrators and network group to support the global IT LAN/WAN client environment .Support of both IT hardware (Compaq, Dell, IBM) and software (all Microsoft platforms) in the Engineering client workstation and lab environment.
• Corporate executive management IT client support, via beeper and cell phone
• Working knowledge of a wide range of client IT applications (Oracle, Exceed, PCAnywhere, Carbon Copy, Adobe, and Visio), networks and peripherals (printers, scanners, card readers).
• Help Desk Technician /Analyst III - Troubleshooting end users problems over the phone. Worked with the novice user as well as the experienced user in LAN & WAN environments. Also, included setting up home systems, laptops and desktops.

1995 to 1997 Confidential, specialize in the designing and manufacturing of microwave and satellite communication products

Test Technician/Assembler-

• Assembled and tested Hard Disk drives manufactured in a clean room environment.
• Interfaced wiring harness with PC
• And power sources, main frame computer cabinets for specific custom jobs.

TECHNICAL SKILLS:

• LAN/WAN Protocols: TCP/IP, Ethernet, 802. 11b, DHCP, WINS, DNS Servers, Workstation: Compaq, Dell, Hewlett Packard, IBM, Micron, NEC and Notebooks
• Operating Systems: Windows .NET/XP/2000/NT4/XP Server & Workstation,
• Windows 95 & 98, Windows CE
• Software: MS Office, MS Outlook, SMS, and MS Vision, MS Project. MS SQL Server,
• Internet Explorer, Netscape, Cisco System 6500 Catalyst Switches, VPN, Dell Open
• Manage, Compaq Insight Manager, PCAnywhere, Heat System, Remedy, Carbon Copy 32, Peregrine, Remedy,
• Heat, FTP, Ping, Clear Case, BMC Patrol
• Remote Access: Terminal Server, Cisco VPN
• Email Systems: MS Exchange, Pop3, and IMAP

EDUCATION:

• Microsoft Certified Professional (Westborough, MA) 2004
• Pinnacle training (Southborough, MA) 2001
• Magic of Customer Relations, Engineering Professional Development (Marlboro, MA.) 2001
• Primus ECRM Products (Hopkinton, MA.) 2001
• Premier Access Certification on Dell Server Products (Milford, MA.) 2001
• Introduction to C Programming (Southborough. MA) 2000
• Pinnacle Training (Marlboro, Ma) 2000
• Supporting Windows 2000, EMC 2000
• Windows 2000 Network and Operating Systems Essentials 2151 (Southborough, MA.)EMC
• Win2K Pro and Advanced Server Course Certified (2152)
• Internetworking MS TCP/IP on Windows NT 4.0 (1999)
• EMC Corporation, (Franklin, MA) September (1999)
• Microsoft Networking Essentials Courses Certified (Exam 70-058)
• Diploma, A+ Course Certified- Focused on hardware, software technologies, digital logic, binary, hex, decimal conversions,
• Projects maintenance & repair, desktops, laptops, and servers.
• Hall Institute of Technology (Pawtucket, RI) 1991
• Course in Computer Aided Design and Drafting