SUMMARY:

• Experienced professional with an extensive background in Desktop Support, Server Support and Customer Service. Competent team player, reliable and committed professional with strong work ethics. Strengths include integrity, client/customer resolution, critical thinking and project management.
• Install Windows XP Professional, Windows Vista Business, Windows 7 Professional, Windows 8 RT, Windows 8 and Windows 8 Pro; NTFS permissions, diagnose, troubleshoot, and support; backup and recovery
• Install Windows Server 2003, and Windows Server 2008; create and administer user and group accounts; configure TCP/IP protocol suite; administer file and print services
• Install and configure Confidential Office and antivirus solutions
• Audio/Video hardware installation, troubleshooting and configuration
• Deploy and manage Confidential security on the Internet

TECHNICAL SKILLS:

Hardware: Motherboards, Power Supplies, NICs, Modems, Switches, Cabling (Coaxial, Twisted Pair), Peripheral devices, Memory upgrade, Adapter, Ethernet hubs, switches, and routers; network cabling

Operating Systems: Windows Server 2003, Windows Server 2008, Windows XP, Windows Vista, Windows 7, Windows 8 RT, Windows 8, 8.1 Windows 8, 8.1 Pro, MS - DOSProtocols /Services: TCP/IP v4, TCP/IP v6, NetBIOS DHCP, DNS, WINS, WSUS, IIS (SharePoint, Steaming Media) and Terminal ServicesInstalling, Configuring, Diagnosing, Troubleshooting, Supporting and Utilizing software in Confidential Operating Systems

Software: Confidential Excel, PowerPoint, Visio, Publisher, Word, Outlook, OneNote, Lync, Organizer, Adobe Acrobat, Book Manager, IBM Personal Communications (PCOMM), Lotus Notes, FrontPage, Lotus Domino, CA Software Delivery, VMWare, System Management Tools, TeamViewer, Remote Desktop, CRM (Customer Relationship Management) database.

PROFESSIONAL EXPERIENCE:

Confidential, Bridgewater, NJ

Technical Advisor

Responsibilities:

• Pioneer of Confidential ’s first store in the Northeast;
• Participated in new store opening in Indianapolis;
• Primary provider of product knowledge and technical and desktop support for both software and hardware to Confidential Retail customers;
• Maintained customer relationships that exemplified Confidential ’s vision;
• Customized solutions that met/exceeded customer expectations;
• Assisted Product Advisors with customers concerning question that pertained to technical issues;
• Provided prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer; therefore providing exemplary service to all customers;
• Gathered customer’s information and determined the issue by evaluating and analyzing the symptoms;
• Diagnosed and resolved hardware and software issues;
• Followed standard processes and procedures;

Confidential, Newark, NJ

Desktop Support Technician

Responsibilities:

• Provided in-house and global desktop, laptop and server support to over 250 IBM IT personnel.
• Supported and managed remote users and servers.
• Trained IT personnel on all new software deployment.
• Documented processes of all installs for departmental and end user use; significantly improved internal/external customer support which led to less help desk dependency.
• Ensured all units met system requirements for software and OS upgrades.
• Installed and troubleshot all new software to ensure proper performance and compatibility.
• Maintained and repaired all PC/printer hardware to ensure productivity at all times.
• Completed numerous workstation/laptop deployments\imagings seamlessly.
• Continuously upgraded new software/hardware with the latest available products.
• Troubleshot network connectivity issues.
• Under the supervision of the Sr. Systems Administrator, applied patches, installed and managed server applications as needed.
• Rotated with team members opening shop; monitored network/server connections; ensured back-ups ran properly, rotated backup tapes; backup/restores, sent tapes offsite for storage; delivered resources to end users.
• Managed and tracked hardware inventory.
• Resolved helpdesk calls.

Administrative/Executive Assistant

Responsibilities:

• Developed, documented and communicated new processes to fellow employees.
• Supported upper management with administrative duties, which entailed greeting clients, maintaining office equipment and supplies, responding to emails, coordinating and maintaining written communication to employees and clients.
• Established physical layout and location of all personnel; tracked new and existing personnel via Lotus Notes Databases.
• Provided facility services to new hires.
• Established, implemented and maintained project filing system which produced a more efficient and organized workplace.
• Coordinated internal and external meetings.
• Prepared agendas.
• Setup conference room.
• Setup audio-visual equipment.

Confidential, Newark, NJ

Junior Financial Analyst

Responsibilities:

• Prepared monthly financial analysis of IT Division expenditures to keep upper management abreast of operating budget year-to-date status.
• Provided assistance to Cost Analyst in preparation of lease agreements and budget adjustments.
• Trained secretarial staff on purchasing system.
• Served as liaison between BCBSNJ and IBM in administrative duties pertaining to accounts, payables, purchasing and IS.
• Maintained and prepared accruals.
• Researched and resolved budget, timesheet and payroll discrepancies.