A highly skilled professional with a versatile background in Information Technologies in fast paced high demand environments, the ability to adapt to new technologies quickly and resolve issues in a timely manner utilizing a positive attitude and exceptional customer service skills.

SKILLS & ABILITIES

Software, Utilities, & Tools: MS Windows 7, Vista, & XP , MS Server 2003 & 2008, Exchange 2007 & 2010, MS Active Directory , MS Office Suite 2003 & 2007 , MS Outlook , Lotus Notes , WSUS , SMS , MS Sharepoint , Veritas Wininstall, Citrix Desktop Director and Administration , SCCM Remote Console. Websense 7.5 , Cisco ACS , Hyena 9.0 , Adobe Suite , Various anti-virus management consoles, remote support, software distribution tools, system updaters, ticketing systems, imaging software, and VPN methods
Hardware:Configuration, repair and parts replacement of HP, Dell, Toshiba, Asus, IBM, Lenovo desktops and laptops , HP Printers stand alone & network , Configuration of Blackberries, iPhones & iPads .

PROFESSIONAL ACHIEVEMENTS

Confidential,Canton, MA 05/02/11 - 04/01/12 
Service Desk Analyst (Adecco Contract)

• Remote Support for thousands of end users with various technical issues
• Created LAN Ids, security groups, and distribution lists with Active Directory
• Documented procedures, installations, and resolutions and published MS Sharepoint
• Created wireless accounts through Cisco ACS console
• Created user and group mailboxes, distribution lists within Exchange 2010
• Followed correct policies and approval processes for all access granting, creating, modifying, and removal
• Created FTP accounts for external clients within MS Server 2008
• Administration of various web applications specific to Computershare
• Granted access to restricted URLs by obtaining authorization from Data Security and utilizing Websense
• Supported home users with VPN related issues, accessing resources through Citrix web client remote desktop protocol or Cisco VPN client

Independent Support Consultant 01/02/09 -05-01-11 

• Hardware and software support for home and small business users
• Removal of viruses and spyware
• Setup of printers and home\\office networks
• Upgraded small business systems to HIPAA compliance standards & documented the steps taken in the process for auditing purposes
• Windows 7 deployment, optimization, and security hardening

Confidential,Boston, MA 01/02/04 - 01/01/09 
Support Analyst assigned to the following contracts:

• Support and configuration of MS Outlook, MS Office, Windows XP, Lotus Notes, audio visual equipment, desktops, laptops, network printers, and peripherals
• Documented procedures, software installations and configurations and communicated with Help Desk to eliminate problem ticket redundancies
• Maintained daily reports of status updates and outstanding problem tickets, following up with team members to meticulously document status to meet SLAs
• Refreshed laptops and desktops reaching end of life cycle
• Email migrations to Outlook
• MS Active Directory Administration
• Provided remote support via telephone utilizing many types of remote support tools and utilizing effective communication for end user walk through
• Developed and configured OS images for laptops with attention to corporate standards and security practices
• Accurately documented all hardware for asset management database
• Provided off hours VPN support
• Managed projects for POS replacements for retail outlets
• Management of Anti-Virus Management Consoles & WSUS updates
• Training of team members on ticketing systems, policies, and procedures while setting a good example to follow

Confidential Boston, MA 05/03/99 - 12/31/03
Senior Desktop Support Engineer 

• Provided specialized support for remote users utilizing laptops, blackberries, and VPN
• Administered Citrix server for off site users along with assessing user’s individual needs to prevent excess of applications on the server
• Built software and update packages for distribution
• Built and tested desktop and laptop images based on user’s needs and specifications
• Maintained environment and images for disaster recovery and business continuity plan
• Worked with business analysts and developers in testing and configuring software for upgrades and distribution
• Documented plans for software distribution, security patches, and upgrades for introduction and approval in the change control process
• Researched laptop, desktop, PDAs and peripherals for recommendation, to satisfy user needs and replace hardware that reached end of life cycle
• Conducted and accurately documented moves, add, changes of user locations
• Provided end user training on many functions

Confidential, Wellesley Hills, MA 0241 10/01/96 - 05/02/99
Support Technician Help Desk

• Provided on site and phone support for 3000 end users
• Supported Lotus Notes, CC Mail, Office 97, in a Windows NT environment
• Provided JES2 Mainframe support for password resets, LU and data set allocations
• Set up new accounts for Lotus Notes email and Novell

EDUCATION Exchange 2010 & MS Access
Coursework completed for Network+ Cisco Certified Network Administrator & Adobe Suite
Microsoft Certified Systems Administrator & ISA 2004
Microsoft Systems Management Server, Microsoft Active Directory & Windows XP
Computer Hardware Repair and Networking Technologies, Novell Netware & A+ Preparation