SUMMARY:

• CompTIA A+, CompTIA Network+ and Apple ACMT certified technician with 7 years of technical support experience and over 15 years of customer service and call center experience has work experience in IMACs, rollouts, refreshes and reimaging.
• Additional experience includes creating and responding to help desk tickets (HP Service Manager, Web Help Desk, Remedy and Service Now), client account support using remote desktop software (ABSolution, Bomgar, and VNC Viewer), and Active Directory software (Quest One Active Roles and DameWare).
• Most recently learned creating websites using HTML5, CSS3, JavaScript, JQuery, Responsive Web Design, Git and Github and currently learning basic Linux commands and shell scripting as well as C++ and Java programming languages.

SKILLS

• IBM Lenovo, HP & Dell desktops & laptops
• Apple/Mac iPads, iPhones & iPods
• Apple/Mac iMac, Macbook & Macbook Pro
• Windows & Android based phones & tablets
• Blackberry support
• Routers, servers & switches
• Coaxial, Cat5, 5e & 6 cables
• Installation of printer network cards
• Telecoms & video conferencing
• VoIP phones (Cisco, Avaya, Nortel)
• Installation of drives, CPUs & video cards
• Reading basic electronic schematics
• Assembly of small microphones & amplifiers
• Soldering wires & components to PC board
• Making cable tester boxes
• Setup & cabling of A/V systems
• Setup of audio recording equipment
• Troubleshooting of set top boxes
• Troubleshooting HDTV issues

TECHNICAL SOFTWARE SKILLS:

• Windows XP/Vista/7/8
• Mac OS 10.6/7/8/9 & Mac iOS
• DOS
• MS Office 2003/2007/2010/2013
• MS Outlook and Exchange Mail
• Programming Languages: HTML5, CSS3
• JavaScript, C++ & Java, Flowchart creation
• Basic Linux commands and shell scripting
• Use of Git Hub
• Internet Explorer
• Adobe Acrobat
• Citrix support
• Remote Desktop (Bomgar, VNC Viewer)
• Active Directory (Quest One Active Roles)
• TCP/IP, WAN & LAN management
• VPN configuration
• DHCP & DNS
• Data migration, backup and restore
• PC reimaging and refreshes
• WiFi configuration & encryption
• Antivirus, anti - spyware & firewall application
• POS systems (Micros & Aloha)
• Mac and PC hosted DAW software (Protools, Cubase, Music Studio, Garage Band, Reason)

OTHER IMPORTANT SKILLS:

• Typing 60 WPM
• Inbound/Outbound call center experience
• Medical call center experience
• Retail sales experience
• Valid NYS driver’s license
• Multitasking skills
• Problem analysis & problem solving skills
• Organizational skills
• Adaptability

WORK EXPERIENCE:

Helpdesk Analyst

Confidential, Jersey City, NJ

Responsibilities:

• Worked with team of 8 helpdesk analysts, supporting 3000 users in all Confidential branches throughout the US, Japan and Mexico, creating 50 tickets per day using Remedy and Service Now ticketing systems.
• Responded to technical assistance requests, including the triage and escalation of tickets and calls to the proper departments.
• Utilized Remedy and Service Now ticketing system to track all user interactions and record summary of issue resolution.
• Used VNC Viewer software to provide remote support to end users.
• Supported mobile devices using MDM service BES12, unlocking accounts and providing GOOD work passwords.
• Assisted work from home end users, troubleshooting issues with VPN, security, Citrix Access Gateway and connectivity issues.
• Mapped printers, shared and personal drives remotely.
• Configuration of Microsoft Exchange settings and troubleshooting issues with Outlook mail.

IT Service Desk Analyst

Confidential, Bronx, NY

Responsibilities:

• Worked with team of 4 IT service desk analysts, supporting 3500 users in all Confidential centers throughout NYC and Westchester, creating 75-80 tickets per day.
• Responded to technical assistance requests, including the triage and escalation of tickets and calls to the proper departments.
• Utilized GWI’s iSupport ticketing system to track all user interactions and record summary of issue resolution.
• Used Remote Desktop Connection, and Bomgar Representative Console software to provide remote support to end users.
• Managed, created and terminated user accounts, on-boarded new users and modified passwords using Active Directory.
• Unblocked user accounts using Active Directory and Unlock Tool.
• Troubleshooting issues in Citrix, installation of Citrix receiver, and applications such as eChamp, Plexis, AppXtender and MxTranscribe.
• Account Creation for eChamp and troubleshooting Citrix printing and terminal server issues by granting permissions and using registry keys.
• Assisted work from home end users, troubleshooting issues with VPN, security, Citrix Access Gateway and connectivity issues.
• Mapped printers, shared and personal drives and updating eFax numbers using server information from SharePoint.
• Configuration of Microsoft Exchange settings and troubleshooting issues with Outlook mail.

PC Technician

Confidential, Brooklyn, NY

Responsibilities:

• Installed Bomgar, Computrace and Smart Client on college computers.
• Resolved technical issues and assisted professors when needed for minor computer and A/V issues.
• Maintenance of updated applications such as Adobe and Java.
• Preparation of library computers for school events.
• Answered trouble calls, entering tickets into HEAT ticketing system.
• Performed quality control measures on hard drives to ensure present and future stable performance.

Help Desk Analyst

Confidential, White Plains, NY

Responsibilities:

• Worked with team of 5 IT help desk analysts, supporting 2500 users in all LLS chapters throughout the US and Canada.
• Responded to technical assistance requests, including the triage and escalation of tickets and calls to the proper departments.
• Utilized Web Help Desk ticketing system to track all user interactions and record summary of issue resolution.
• Conducted research through manuals, documentation files and other resources to resolve issues.
• Maintained inventory of IT assets including history of hardware failure, repair, installation and removal.
• Used Remote Desktop Connection, and Bomgar Representative Console (Lenovo-Windows 7 computers) and VNC Viewer (Wyse Thin Client-Windows XP computers) programs to provide remote support to end users.
• Supported mobile devices using MDM services AirWatch and Mobile Iron.
• Managed, created and terminated user accounts, onboarding new users and modified passwords using Active Directory software.
• Troubleshooting issues in Citrix, including installation of Citrix receiver, and Citrix-based applications such as ADP, Insight, Society Central and Job Aid and Alterian Web Content Manager.
• Communicated with LLS employees and other IT staff using Cisco Jabber
• Assisted work from home end users, troubleshooting issues with VPN, security, Citrix Access Gateway and connectivity issues.
• Monitored network activity using Solar Winds Orion/Netmon website and Nagios XI NOC Page Operations Center website.
• Remote to chapter servers, running internal and external speed tests to troubleshoot web connectivity.

Field Installation Technician

Confidential, New York, NY

Responsibilities:

• Represented ASI as a contractor for their clients, the Department of Education and ITS International.
• Traveled to various Confidential schools to install Mac and PC systems including Lenovo and iMacs.
• Installation and configuration of Lexmark and HP printers, as well as activating Wi-Fi and Windows 7/XP.
• Team Lead installer for most projects, training new technicians on policies and procedures of site visits.
• Worked alone, as well as in groups of 2-15 team members, installing 1-150 computers and printers in a day.
• Worked at ASI’s warehouse in New Hyde Park, NY, configuring BIOS, packaging systems and doing inventory.

Level Two Help Desk & Executive Desktop Technician

Confidential, New York, NY

Responsibilities:

• Worked as Level Two Tech Support at Confidential & Confidential ’s Beauty Center and satellite offices.
• Help desk consisted of two IT technicians supporting over 200 users in the building.
• Responded to tickets from P & G’s third party companies British Telecom (BT) and Frederic Fekkai Hair Salons.
• Resolved desktop and software failures.
• Management of user accounts via remote desktop on ABSolution file server, DameWare and Active Directory.
• Data Migration, PC refreshes and the installation, localization, move and change of supported equipment.
• Performed backup of user and system files essential to daily operations and disaster recovery.
• Conducted end user training on personal computer applications and network systems.
• Installation of the company’s Windows XP based Standard Enterprise Workstation Platform (SEWP) regularly.
• Performed installation activities required by a work request or ticket using HP Service Manager.
• Participated in network upgrades.
• Maintenance of Novell backup server and cable management via helpdesk tickets.
• Troubleshooting and configuration of network printers, mapping shared drives.

Rollout & Refresh Technician

Confidential, Chicago, IL

Responsibilities:

• Large system rollout projects with Confidential at Confidential .
• Worked at Chicago site with group of 4-5 team members to meet 5 week deadline in Chicago, deploying over 400 machines.
• Worked at Puerto Rico site with group of 3 team members to deploy 95 machines in 3 weeks.
• Documented and executed physical rollout activities and case management using HP’s Service Center Deployment Manager (SCDM).
• Used Microsoft SCCM for reimaging and installation of operating systems and pushing down software, patches, configurations and updates to all corporate workstations being imaged both collectively and individually.
• Tracked users and support needed using HP’s Microsoft Excel based Application Matrix, and Refresh Plan.
• Data migration, refreshes, reimages, deployment and PC corporate builds.
• Complete Breakdown setup and configuration of systems to be deployed to the end user.
• Diagnosed, troubleshooted and repaired technical issues on desktops and laptops.
• Interacted effectively and professionally with clients and end users.

Technical Support

Confidential, New York, NY

Responsibilities:

• Computer move project with Gensler, an architectural firm in NYC.
• Worked with a team of 20 technicians to disconnect and reconnect 1000 corporate workstations in 3 days in preparation for a building move.
• Performing quality assurance on rooms and taking inventory of items being disconnected for future reconnection.