SUMMARY:

• Customer - focused Desktop Support with over 20 years of experience with a broad spectrum of computer operating systems applications and hardware. Exceptional customer service and communication skills; consistently conveys competence and concern to end users. Strong ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution. Strong sense of responsibilities, Strong work ethics and willing to work as much as needed to provide to my family
• Excellent Customer Service SkillsDesktop and Laptop Imaging
• Ability to work in a team Data backup and recovery
• Exceptional telephone etiquetteWindows 10 and Microsoft Office 2016
• Attention to detailsUnderstanding of Network Components
• Great Troubleshooting skillsCisco Provision Manager
• Ability to fix problems remotelyVast technical knowledge
• Effective problem solving skillsActive Directory Knowledge
• Ability to use Search Engines to find solutionsAccomplished with mobile devices
• Managing network printing in a Windows environment Documenting of procedures
• Experienced troubleshooting Mobile Devices (iPhone, Android,etc)Understanding of SCCM Administration
• Experienced using a ticket system to record callsUnderstanding of MDM Administration
• DHCP, Computer and Printer Management Willing to work after hours
• Knowledge of Apple Devices and macOSAbility to meet deadlines

WORK EXPERIENCE:

PC Support Technician

Confidential, Whippany, NJ

Responsibilities:

• Provide support for desktop/laptop computer operating systems, and hardware/peripherals; work with individuals across the community in person and remotely
• Prepare computer equipment to new employees, deploy needed software, configure the user profile as well as giving the new employees a basic computer and remote connection (VPN)
• Replacing computers with expiring leases in the expected time and without loosing any productivity time for the employee getting the new equipment
• Providing second level support to the Help Desk
• Troubleshooting new problems by replicating the problem the customer is experiencing in a test environment and researching the causes and solutions using different tools available
• Installation and configuration of printers, tablets, mobile phones, as well as troubleshooting them in person and remotely
• Involved in projects that include the update and upgrade of devices like Raven tablets, ServMan Tablets, and Computers in all Regions Confidential
• White Glove treatment to Executive requests

Desktop Support Specialist

Confidential, Short Hills, NJ

Responsibilities:

• Provide support for desktop/laptop computer operating systems, and hardware/peripherals; work with individuals across the community in person and remotely
• Prepare computer equipment to new employees, deploy needed software, configure the user profile as well as giving the new employees a basic computer and remote connection (VPN)
• Proactively resolve customer problems with about equipment and services
• Collect Manager approved forms from employees and attaching them to IT tickets for auditing purposes
• Deliver just-in-time support both at the HelpDesk and across campus and respond to departmental technical emergencies in order to minimize data loss meet deadlines and support needs of users
• Test software images developed by Investors colleagues; evaluate software and develop written technical instructions and documentation
• Responsible for the imaging of computers for new employees, upgrades and repair after the proper troubleshooting was completed. Acronis and SCCM images used
• Arranging appointments that would work in the customer’s advantage to avoid the loss of productivity time when repairing their computers and transferring their data
• Provided support to the first level Help Desk when encountered with problems that required to be escalated. Guide them on what procedures to follow or which department to contact when in doubt on how to handle a case
• Responsible to give tutorials to new employees during On-Boarding on the basic steps on how to use their computers, phones, working remotely using VPN, etc.
• Management of Soft and Hard token distribution as well as teaching how to use it and troubleshooting
• Updating images with Microsoft updates or changes and bug fixes on older images
• Active Directory Management to troubleshoot user’s access, credentials, organization information, etc
• Responsible for deploying programs in workstations using SCCM
• Ability to Manage All in One copiers, create Scan One Touch Buttons, Secure Print, Print Store Boxes
• Troubleshooting problems using Server tools like DHCP, Print Management, Computer Management, etc
• Locating, scanning and cleaning files when viruses or suspicious files were detected.
• Keeping equipment inventory and signed equipment agreements

IT Helpdesk Support Specialist

Confidential, Cranford, NJ

Responsibilities:

• Locating, scanning and cleaning files when viruses or suspicious files were detected.
• First IT support contact on an environment of 50 office branches located all over the country
• In charge of the overall technical needs of these branches, including Software, Hardware, Active Directory Accounts (rights, expiration, groups), Networking, Printers, Faxes, Copiers.
• Tracking user problems using RT System to document with details the procedure followed to fix the problems.
• of new personnel on basic use of laptops and software.
• Imaging computers and creating user profiles as well as recovering data when and if possible, rebuilding computers and restoring Outlook profiles (pst, ost and n2k files)
• Providing support to remote users using VPN connections.
• Monitoring computer infections (viruses and spyware) and rebuilding computers saving important computer files including the restoration of archived email.
• Using documentation and internet tools to troubleshoot Microsoft Office and Windows OS problems.
• Taking care of an average of 40 calls a day with no need to escalate the problems to my co-workers or manager. 95% of the calls would be received and closed by me.
• Adding network printers using print servers, LPR and TCP/IP ports.

IT Help Desk Support

Confidential, Parsippany, NJ

Responsibilities:

• Help Desk Support Representative supporting of 200 employees.
• In charge of the overall technical needs of the NJ branch, including Software, Hardware, Phone System, Networking, Printers, Faxes, Copiers.
• Tracking user problems using Lotus Notes.
• of new personnel on basic use of laptops and software.
• Imaging computers and creating user profiles.
• Providing support to remote users using VPN connections.
• Monitoring computer infections (viruses and spyware) and rebuilding computers saving important computer files including the restoration of archived email on laptops with inaccessible hard drives.
• and troubleshooting Lotus Notes.

IT Technician

Confidential, Cedar Grove, NJ

Responsibilities:

• Help Desk Support Representative supporting of 250 employees.
• Providing technical support to an average of 60 calls a day.
• Ratio of technical assistance was 70% over the phone 30% one on one.
• Providing computer support thru programs such as PC Anywhere, Desktop Authority, Windows Remote Desktop Connection.
• Helping Loan Officers, Processors, Underwriters and Closers to troubleshoot and find solutions to loan problems.
• Assembling and upgrading computers to be used by employees.
• Troubleshooting problems on Windows XP, 2000 and 98 workstations.
• Helping and employees in the use of Microsoft Office programs (Excel, Word, Outlook, Power Point, Access, Publisher).
• Creating user friendly Microsoft Access databases that could generate reports for loan officers.
• Setup Active Directory for Directory Services and Microsoft Exchange servers for Email.
• Setting Outlook rules for email users for Exchange server and POP3 clients.
• Installation of Printers in a Network environment.
• Troubleshooting of WAN/LAN links using TCP/IP within a Global environment.
• Troubleshooting network, telephone system, laserjet printers and faxes as well as providing support over the phone to employees.
• Website maintenance using programs like Dreamweaver and Photoshop.
• Blackberry, PDA, Wireless devices used with laptops for Internet connectivity.
• Configuration of wireless network system (access points, routers) on different office branches as well as employees’ homes. Administration of same done remotely. WEP encryption used for security purposes.

Confidential, Parsippany, NJ

Responsibilities:

• Installing and testing of various software.
• Creating documents and instruction manuals of various programs.
• Install network clients, create users for network clients, assign rights and share multiple components for workstations.
• Travel to account sites to install and supervise software.
• Technical Support and troubleshooting problems on different account sites.