SUMMARY:

• Over twenty years as a computer professional with proven experience in network/hardware/software/operating system setup, administration and troubleshooting. Productive self - starter with a strong work ethic and consistently towards achieving goals. Strong and positive communicator when working with co-workers, management, end users and clients.

PROFESSIONAL EXPERIENCE:

Confidential, Somerset, New Jersey

Smart Hands & Eyes (Consulting)

Responsibilities:

• Monitor service management ticketing system for tasks as assigned throughout your daily shift. Tasks can include customer requests, escorting, trouble tickets, material handling, and customer installations.
• Proactively identify issues and take the needed steps to resolve.
• Completing new and existing Hardware and Cabling projects.
• Periodic inventorying of all Hardware assets and Bi-Monthly Amber Light Reports.

Confidential, Iselin, New Jersey

Technical Support Specialist/Windows Admin (Consulting

Responsibilities:

• Administer MS Windows 2012 and 2016 servers performing software installations, managing File and Folder shares and permissions, light Powershell scripting, and other required duties.
• Work closely with the System Analyst and Information Security groups to ensure accurate escalation of issues (such as security fixes, patches and software updates).

Confidential, New York City, New York

Desktop Support/Networking/IT Admin (Consulting)

Responsibilities:

• Administered Microsoft Windows 2008 R2 PDC & BDC Servers and VMware ESXi Clusters.
• Assisted in migrating company data from Dropbox to Google Drive.
• System Administrator of Fonailty VOIP Phone System.
• Maintained inventory of all desktops, laptops, phones and tablets in Spiceworks.

Confidential, Newark, New Jersey

Desktop Support/Networking (Consulting)

Responsibilities:

• Installing, configuring, and administering Windows XP, 7 and Mac OS X workstations & laptops.
• Administration of VMware ESX and Windows Server R2.
• System administration of Microsoft Active Directory and Exchange 2007, performing account, distribution list, and mailbox management.
• Maintain IT documentation and Assets on MS Sharepoint and Ticket Resolution thru ZenDesk.
• Administered users’ desktop sessions thru Citrix and VM Ware Management Console.
• Installing software remotely thru Kaseya IT Management Suite.
• Assists IT staff with prioritization of workload and execution on meeting service level agreements.
• Troubleshooting Interactive whiteboards - SMART Boards, Eno Boards, Polyvision projectors & Doc Cameras.

Confidential, Basking Ridge, New Jersey

Desktop Architect/Desktop Support/Networking

Responsibilities:

• Support and troubleshoot all servers, desktop and laptop hardware / software issues onsite and remotely.
• Use remote desktop utilities to resolve software issues for Home based users and remote sites.
• Unlock, reissue passwords and edit user accounts in Active Directory and Unix Servers.
• Administrate all Printers and Copiers on Microsoft 2003 & 2008 R2 Servers.
• Configure and manage Cisco routers, switches and wireless access points for remote locations.
• Create and maintain master images for all desktop/laptops in the environment.
• Analyze requests and work with team members in developing or modifying existing desktop environments.
• Setup and configure all iOS & Android Tablets and phones.
• Test software and hardware products.
• Recommend Desktop/Laptop Hardware requirements and selection of new hardware models.
• Perform maintenance and administration on Microsoft Servers 2000, 2003 & 2008 Operating Systems.

Confidential, Princeton, New Jersey

Help Desk/Desktop Support/NOC Analyst

Responsibilities:

• Logged and resolved trouble tickets thru LANDesk help desk ticketing support system.
• Supported two dozen clinical and financial healthcare applications.
• Provided support for remote users connecting via VPN or thru published URL to VM sessions.
• Monitored What’s Up Gold Network Management Server Monitoring Console for any down devices and circuit/network outages.
• Created and modified Access Request for New and Existing Users accounts for a dozen applications.
• Administered users’ desktop & WYSE Terminal sessions thru Citrix and VM Ware Management Console
• Perform Desktop Support functions at the in-person for issues that couldn’t be solved remotely from Help Desk.
• Reported and followed-up escalations with ISP vendors on maintenance and circuit outages.
• Escalated any Level 2 or Level 3 issues to Clinical, Financial, or Server/Network groups.

Confidential, New Brunswick, New Jersey

Help Desk/Desktop Support/NOC Analyst (Consulting)

Responsibilities:

• Log all help desk calls or email requests into Track-It Problem Report System and update problem profiles
• Analyzed and resolve problems with a goal of 90% First Call Resolution.
• Monitored Cloverleaf Server and Interface console for connection failures and down devices.
• Keeps peers and End Users/Alt End Users informed of trends, significant problems, unexpected delay, etc.
• Perform Desktop Support functions at the in-person for issues that couldn’t be solved remotely from Help Desk.

Confidential, New York City, New York

NOC Analyst/Help Desk

Responsibilities:

• Answered user inquiries regarding computer software and/or hardware operations to resolve client issues.
• Monitored systems operations, network infrastructure and data circuits.
• Troubleshot Tier 1-2 issues, including Active Directory, Exchange & BES Server and DNS related issues.
• Manually logged all phone calls made to the Service Desk, ensuring that all issues are captured in the Service Desk software.
• Reported and followed-up escalations with ISP vendors on maintenance and circuit outages.
• Performed analytical, technical and administrative work in the planning, design, and installation of new or existing processor based computer systems in the complex technical environment involving multiple computer platforms/technologies.
• Resolved client issues including referring major hardware and/or software issues or defective products to technicians for service.
• Adhered to departmental procedures to ensure clients are kept well informed of ticket status and products availability in order to manage client expectation and ensure overall client satisfaction.

Confidential, South Plainfield, New Jersey

Help Desk (Consulting)

Responsibilities:

• Majority of clients that call are US Gov, US Military, Public Service, Public Safety, and Corporate Users.
• Troubleshot units with wireless LAN, wireless modems, GPS Modules, and other on-board peripherals.
• Majority of units have Microsoft Windows 95, 98, 2000, NT, XP & Vista Operating Systems.
• Assisted clients in Wireless Network, Broadband, Anti-Virus and other software setups & issues.
• Determined if issues with units were hardware or software.
• All calls are inputted into database RMA system regardless of the type of issue with clients or customers.

Confidential, Princeton, New Jersey

Desktop Migration Support (Consulting)

Responsibilities:

• Removed old Desktops and peripherals from offices/cubes, neatly packed them and shipped them to Dell
• Unpacked new Desktops and peripherals, setup them up in offices/cubes and used cable management.
• Tested images on new Desktops by logging on to network, checking email, and verifying internet connection.

Confidential, Edison, New Jersey

Desktop Support (Consulting)

Responsibilities:

• Provided support for remote users using Check Point VPN and Citrix Secure Access.
• Created IBM desktop/laptop standard images for US based employees using Sysprep and Symantec Ghost.
• Responsible for new hire setup and perform MAC requests
• Configured and troubleshot Xerox Copiers, HP network & local printers, and network scanners.
• Ensured helpdesk tickets were completed in a timely fashion and users were informed of status/resolution.

Confidential, Somerville, New Jersey

Help Desk/Desktop Support/LAN Administrator

Responsibilities:

• Maintained Equipment Leases, Software Maintenance / Licenses, and inventory for IT Hardware & Software.
• Imaged Desktop and Laptop configurations using Symantec Ghost.
• Managed Lucent Definity PBX and Lucent Audix System.
• Provided computer for all employees.
• Monitored and implemented anti-virus software and weekly virus signature fixes.

Confidential, Mt. Laurel, New Jersey

Desktop Migration Support (Consulting)

Responsibilities:

• Removed NT Desktop and Laptop machines from old domain.
• Disconnected and packed up all machines and peripherals.
• Unpacked and setup all Desktop and Laptop machines.
• Changed IP settings and added NT Desktop and Laptop machines to new domain.

Confidential, Carteret, New Jersey

Network Design/Desktop Support and Administration (Consulting)

Responsibilities:

• Installed and configured 3COM Switches on Peer-to-Peer Network.
• Setup user accounts, login scripts, file shares and permissions.
• Setup RAS to work with Symantec PCAnywhere and third party FoxPro database school application.
• Resolved desktop and networking issues on-site or via phone until a full time network admin was hired.

Confidential, Parsippany, New Jersey

Network Migration Support (Consulting)

Responsibilities:

• Created and edited logon scripts for mappings to file directories and network printers.
• Assisted in setting up new domain.
• Reconfigured LAN Printers with new IP setting.

Confidential, New York City, New York

Network Migration Support (Consulting)

Responsibilities:

• Assisted in setting up a Unix Based database application on Windows 9x and NT clients.
• Troubleshot installation issues.

Confidential, New York City, New York

Exchange Migration Support (Consulting)

Responsibilities:

• Migrated 300+ users from cc:Mail using Outlook 97 to Microsoft Exchange 5.5 using Outlook 98/2000.
• Assisted in users in an overview of differences between Outlook 97 and Outlook 98/2000.

Confidential, New York City, New York

Exchange Migration Support (Consulting)

Responsibilities:

• Upgraded machines to Y2K compliance on Windows 95/98, NT, IBM OS/2 and Apple machines.
• Analyzed and resolved 2nd level support issues via phone and at the user’s desktop.

Confidential, Mt. Laurel, New Jersey

Desktop Migration Support (Consulting)

Responsibilities:

• Rolled out 1000+ new desktop for new building.
• Installed NT 4, MS Office 97 Profession Suite w/ Outlook 98, IE 4.01, Extra PC Mainframe on Dell PC’s.
• Assisted in creating new user profiles, assigning permissions, and setting up printers.
• Provided 1st level phone support on Help Desk.

Confidential, Bridgewater, New Jersey

Help Desk/Desktop Support

Responsibilities:

• Provided 1st & 2nd level support to 1100+ users.
• OS migration from MS Windows 3.1 to MS Windows 95 and NT.
• Installed and configured IBM and Compaq Desktops and Laptops.
• Implemented Dial Up Software (Carbon Copy & PCAnywhere) to remotely resolve issues.
• Assisted with building and configuring Novell 3.12 and Windows NT on IBM Servers for field offices.
• Created and modified CL’s and queries on IBM AS/400 Midrange servers.