SUMMARY:

• IT technician with over nine years experience providing technical assistance to business professionals.
• Demonstrated ability to integrate computer skills, customer support experience, and related to exceed technical, business, and customer requirements.
• Skilled at troubleshooting and fixing problems while minimizing customer stress levels.

TECHNICAL SKILLS:

Technology and Tools: Windows NT/98/2000/XP/2003/2008/Windows 7/Mac OS X/Linux Dameware, LogMeIn, PC Anywhere LAN/WAN, TCP/IP, VPN, CAT 5, Ethernet, Routers Symantec Ghost Lotus Notes Internet Explorer AS/400 VMWare Citrix Cisco Remedy, Maximo, HP Openview MS Office Professional Norton Utilities, McAfee Blackberry, Apple, Android Confidential Active Directory Exchange SecurID SCCM Adobe Acrobat

PROFESSIONAL EXPERIENCE:

Confidential \ Confidential, Philadelphia, PA

Game Day Staff

Responsibilities:

• Event Staff - Assist fans in locating areas of Confidential and supplying general information. Provide a high quality customer service interaction with all fans which will set the tone for the overall entertainment experience.
• Monitor fan behavior and escalate situations to supervisors, as necessary.
• Perform various duties that include Ticket Takers, Ushers, Guest Services Attendants, Fan Ambassadors, Quality Control, and 50/50 Raffles.
• Assist fans in locating the Premium areas of Confidential and supplying general information in a courteous and professional manner.

Confidential \ Confidential, Mays Landing, NJ

Desktop Engineer

Responsibilities:

• Performing advanced troubleshooting and resolution of desktop, printer, and application issues. Interacting with other departments in creating procedural methods to solve technical issues. Maintaining excellent client relations and service based on outstanding communication, technical efficiency and problem - solving skills.
• Maintaining Remedy trouble-ticket system to record and track user calls and e-mails
• Re-imaging desktops and laptops via SCCM and maintaining hardware infrastructure. Configuring network printers.
• Volunteering in multiple projects geared towards system and procedural improvement.
• Reducing stress levels of clients by adopting a cooperative attitude and positive approach to every task and assignment.
• Part of Windows 7 migration team migrating all company computers from Windows XP to Windows 7.

Confidential, Atlantic City, NJ

IT Specialist/JR Admin

Responsibilities:

• Provided technical assistance to casino staff, assisting with network access, hardware, and application software operation. Provided maintenance, installation and configuration of network and workstation hardware and software. Performed daily monitoring and reporting for casino gaming systems.
• Maintained trouble - ticket system to record and track user calls and e-mails
• Actively tracked and followed up on trouble tickets, reducing average response time from two hours to thirty minutes
• Performed hardware and account setups for new employees
• Comprehensive troubleshooting of Cisco VoIP and IP Television technologies.
• Worked with outside vendors to resolve issues with third party software.

Confidential, Voorhees, NJ

Help Desk

Responsibilities:

• Provided timely and comprehensive support to over 7000 end users for over 500 applications. Administered Cisco phone systems, RSA SecurID, Blackberry Enterprise Server, and various applications for end users. Extensively utilized HP Openview to record and track issues.
• Troubleshoot, diagnose, resolve, and document hardware, software, and network related technical issues in a Windows XP/7 environment.
• Performed remote access functions for point of call resolution of various software and operating system issues using Dameware and Remote Desktop.
• Mapped network drives and printers, troubleshoot Xerox and HP printer hardware and connectivity issues, performed troubleshooting tasks for an AS400 environment, and configured and resolved issues with Lotus Notes 6.5, 8.5.
• Resolved end user wireless/TCP IP issues during their use of Dell Wireless and Intel Pro Wireless software.
• Earned a reputation as a valuable and cooperative coworker by: being fair, honest, and willing to help others when needed; effectively resolving conflicts at appropriate times; and assisting new managers and other staff to become familiar with policy and operations

Confidential \ Confidential, Pennington, NJ

Help Desk

Responsibilities:

• Provided support to a global base of over 8,000 end users. Troubleshoot, diagnosed, resolved, and documented hardware, software, and network related technical issues in a Windows XP environment. Created, responded to, escalated, and closed tickets using Maximo and Remedy ticketing systems.
• Performed password resets and unlocks via Active directory and specified applications.
• Provided Tier I and Tier II support for MS Office, LAN, WAN, and Microsoft Outlook.
• Administered Cisco phone systems, RSA SecurID, Blackberry Enterprise Server, and various applications for end users.
• Performed remote access functions for point of call resolution of various software and operating system issues using Dameware, Remote Desktop, and SupportCenter I7.
• Worked with outside vendors to resolve issues with third party software including Confidential .
• Created help desk documentation with step by step instructions on problem resolving techniques.
• Troubleshoot Xerox and HP printer hardware and connectivity issues.

Confidential, Voorhees, NJ

Help Desk APG

Responsibilities:

• Provided professional, accurate and timely Tier 1 technical support to all inbound customer inquiries using established troubleshooting procedures to identify and resolve technical difficulties, including but not limited to telephone, internet/PC, cable, and billing.
• Collaborated with Tier II technical staff, Management, and external vendors to resolve critical or more complex problems in a timely manner.
• Followed procedure to document, route and follow up on customer requests.
• Tracked and documented progress and resolution using ticketing system.
• Effectively handled high call volumes and pressure situations.

Confidential

Freelance PC Technician

Responsibilities:

• Performed in - home and small business repair of computer systems and related equipment by removing and replacing components or reconfiguring and restoring systems. Performed routine maintenance on all types of computer equipment and printers. Assisted users, and gave in installed systems and programs.
• Assisted users with daily operational issues
• Refurbished laptops, desk stations, test stations, and various computer components.
• Performed virus and malware cleanups using tools such as Malwarebytes, Rkill, Symantec Endpoint.
• Maintained and administered computer networks, related computing environments, and all configurations.
• Recommended changes to improve systems and network configurations
• Gathered data pertaining to customer needs, and used the information to identify, predict, interpret, and evaluate system and network requirements.