SOFTWARE/SYSTEM SKILLS

• Windows 8 / Windows 7Windows XP/ operating systems.
• Windows Server 2003/2008.
• Active Directory/Microsoft Office 2003/2007/2010.
• Symantec Antivirus
• Cisco VPN
• HP Storageworks and Veritas for server backups.
• Sprint/Verizon/ATT/Cingular wireless.
• Adobe Suites
• Citrix Metaframe networking
• NEC PBX operations
• Solar Winds Network monitor
• Anti-spyware software
• Symantec Ghost
• TCP/IP DHCP DNS
• Remote Desktop
• Bloomberg Reuters
• Proprietary software for legal and defense use
• Dameware remote access
• CA Associates management software
• DSI/OVCM
• Lotus Notes
• LanDesk Remedy HPSM ticket systems

HARDWARE

• IBM/Lenovo Desktops laptops
• HP printers
• Ricoh MFP printers
• Dell laptops and desktops
• Toshiba/Sony/Panasonic laptops
• IDF cabling
• Cisco I/P phone install
• Polycom/Crestron
• A/V equipment
• Blackberry Android Iphone I Pad

WORK HISTORY

Helpdesk Analyst

Confidential

• Performed migration of desktops and laptops from Win XP to Win 7
• Migrate each machine and test for complete user satisfaction
• Deploy machine to user location at the end of each migration session
• Post deployment support provided

Helpdesk/Deskside Support Technician

Confidential

• Performed Support for Microsoft Win 7 and Win 8 workstations, MS Office 2007/2010
• Performed dispatch break fix solutions for Lenovo, HP, and Dell desktops and laptops, and HP printers.
• Performed deployments and imaging solutions for new users.
• Provided support for user accounts via Active Directory
• Provided user support via phone/e-mail/
• Tracked all user issues via ticket system LANDesk...Remote support via SCCM

Helpdesk Analyst

Confidential

• Performed migration of desktops and laptops from Win XP to Win 7 and Win 8
• Analyze daily list of eligible users to be migrated for the current session
• Check each machine for required memory and disk space usage
• Inventory each machine's software drive mappings network printers and any special requests
• Migrate each machine and test for complete user satisfaction
• Deploy machine to user location at the end of each migration session
• Post deployment support provided

IT Helpdesk/Service Desk Tech

Confidential

• Performed phone support for NYPH Columbia/Cornell University Hospital system
• Performed SME support directed user issues to proper resolver groups or self-resolve
• Used Remedy tracking system to record and track all issues to resolution
• Supported 4,000 users in house and remote SCCM

Helpdesk/Deskside Support Technician

Confidential

• Performed Support for Microsoft XP/Win 7 workstations, MS Office/Outlook 2003/2007/2010
• Performed all break fix solutions for Lenovo, HP, and Dell desktops and laptops, and HP printers.
• Performed deployments and imaging solutions for new users.
• Provided support for user accounts via Active Directory
• Provided user support via phone/e-mail/deskside visit
• Tracked all user issues via ticket system Dameware Software packaging via SCCM.
• Maintained user issues through constant updates

Confidential

• Short term consulting contracts for HP printer project
• Inventory and tagging
• Performed new installations and removed old equipment
• Utilized Remedy and Dameware ticketing systems

Client IT Support Technician

Confidential

• Supported 4,000 users in broadcast media environment
• Deployed and supported Dell desktops and laptops
• Supported users via e-mail, phone, remote, and onsite means
• Performed hot swaps of equipment during on-air broadcasts
• Was involved in heavy project work including relocation of users from different locations to new main location
• Performed Level II break fix solutions
• Tracked issues via Kitana Dameware HP problem management system
• Performed 400 WIN XP/Office 2003/2007 conversions to WIN 7/Office 2010
• Assisted with phone/desk side support
• Exhibited ownership of user tickets from the first ticket receipt through completion
• Acted as Lead Tech for relocation and deployment projects

IT PC Support Technician

Confidential

• Provided Tier II support for 4,000 users.
• Perform deployment and break fix solutions for IBM and Dell desktops and laptops.
• Provide software support for MS applications.
• Remote support via VNC and RDP
• Track issues via Peregrine, Resolve-IT, and Dameware ticketing systems.. Remote support via SCCM.

Help Desk PC Support Field Services Technician

Confidential

• Supported and troubleshot/repaired/replaced hardware desktops/laptops
• Provided break/fix solutions for 700 users in corporate headquarters
• Managed trouble tickets via Remedy and HP Service manager
• Performed remote support using Dameware.
• Configured MFP
• Deployed HP servers

Consultant

Confidential

• Supported, troubleshot and/or replaced defective desktop and server hardware components.
• Troubleshot software discrepancies dealing with Windows OS environment i.e. Windows 98, Windows 2000, Windows XP, Windows 7, Windows server 2000, 2003 and 2008
• Migrated exchange server clients, profiles, and settings to new server 2003 domain.
• Set-up and added new users, objects, and child domains to active directory
• Provided hardware break/fix solutions
• Performed Spyware/Virus/Malware removal
• Set-up clients' newly purchased PCs
• Installed software
• Troubleshot LAN, WAN, TCP/IP, DNS and WINs network issues
• Interfaced with vendors for malfunctioning software solutions
• Performed phone support when needed
• Performed data backup and recovery solutions

Help Desk Technician Tier II

Confidential

• Managed and maintained Windows Server 2003 2008
• Provided support for approximately 800 users located in North/South America and business trip users via e-mail and phone
• Provided remote technical support to associates during and after business hours over a VPN
• Provided hardware support for all laptop and desktop devices
• Troubleshot LAN/WLAN, TCP/IP, DNS, and gateway connectivity issues
• Provided day-to-day help desk support via phone or by utilizing Remote Desktop
• Introduced data recovery services using third party vendor
• Implemented new user setup procedure including overlap of new/exiting users from Japan to the US
• Maintained pre Cisco/IP phone PBX including system changes
• Interacted with vendor personnel for needed hardware adjustments
• Organized FAQ meetings with users
• Assisted management in future planning recommendations
• Planned and performed user re-locations
• Served as lead and trainer for new Tier 1 techs in Dallas Office

Help Desk Technician

Confidential

• Upgraded an existing Windows server 2000 environment to Windows server 2003
• Provided Level I support for users via e-mail and phone in home office
• Was responsible for weekly server backups
• Performed proactive network monitoring
• Assisted users on business trips
• Troubleshot LAN, WAN, TCP/IP and DNS network issues
• Maintained hardware inventory of pc's and laptops
• Assisted in small office relocation.
• Assisted in WIN/NT to WIN/XP conversion

Night Shift Operations

Confidential

• Was responsible for all night information processing
• Administered IBM 9229 mainframe and all peripheral hardware
• Collected all branch data for processing
• Scheduled computer jobs based on priority
• Maintained hardware integrity/performance
• Interacted with hardware vendors when service was required
• Ensured integrity of data output by online and hard copy means
• End of shift duties included orderly shutdown of hardware environment and securing the data center and office