Helpdesk Manager Resume New York, NY - Hire IT People

OBJECTIVE:

SUMMARY:

PROFESSIONAL EXPERIENCE:

Helpdesk Manager

Confidential - New York, NY

Responsibilities:

Provide Global Support across 16 Offices
Manage 5 agents World Wide
Mentor helpdesk techs to include: providing demonstrations,, and process review
Work on budgeting & future planning
Monthly & weekly helpdesk assessments
Migrated File servers to the Cloud
Ensure that escalated incidents are documented, resolved and closed as needed
Contact users to obtain needed information related to problems/issues
Take care of VOIP systems (Vocal IPX, Polycom Phones)
Troubleshoot day to day issues ( Netsuite, Box, Proof point, Conference Rooms, PRTG )

Support Engineer

Confidential - New York, NY

Responsibilities:

Manage & Troubleshoot issues for over 200+ Companies on a day to day basis (Schools, Hedge Funds, Non Profits & Health care companies)
Take care of VMware environments and do any changes or deployments of new ones
Troubleshoot FTP/STFP Connections for clients with FTP servers
Manage my own team of Level 1 & 2 Engineers making sure all tickets are resolved & customers are satisfied
Full working knowledge of Microsoft Windows server and desktop platforms, domain upgrades & migrations, group policy enforcements, active directory management
Knowledge of Networks, Spam Firewall, Message Archiver & Backup products
Take care of day to day Escalation tickets from Level 1 & Level 2 s
Client Management & Project management (Office 365 Migrations, New client rollouts, New Network & Server Deployments
Day to Day firewall & Switch Support (Sonic Wall & HP switches)
Take care of VOIP systems (Shoretel on Premise, Sky, Cisco unity UC)
Update & create documentation guides for client s environments
Scripting
VPN & Citrix Xen App Experience (Netextender, Cisco Anyconnect)
ConnectWise, Kaseya, Okta, Experience
Bloomberg Troubleshooting for some of our clients
Troubleshoot Creston MondoPads

Support Engineer

Confidential - New York, NY

Responsibilities:

Client Management & Decision maker.
Citrix Environment Support.
Project Management for Clients & Future Planning.
Remote & Onsite support for a variety of different environments (Design, Non Profit, Hedge Funds, and Restaurants with Remote Offices.
Handle and resolve end user issues via telephone, incoming tickets and onsite support within SLA.
Break/fix, new build outs and escalation of level 3 calls.
AD administration, BES administration, VMWare support, mobile phone/tablet support, proprietary software support, VPN connectivity troubleshooting, group policy modification and troubleshooting.
SMTP and NDR based troubleshooting, login script troubleshooting, utilizing remote tools to facilitate efficient resolution of issues, knowledge of scripting to help automate processes.
Backup Solutions & Troubleshooting.

Confidential - New York, NY

Junior Network Administrator

Responsibilities:

Respond and resolve tickets in a timely manner & Ticket Resolution Reports using AutoTask
Assist 200+ Users on 30+ Sites & Remotely
Maintain, analyze, and troubleshoot software and computer peripherals
Installing system software, validating and implementing critical system patches, and providing end users with support for pc and printer issues. Interacts with users on a daily basis providing excellent customer service.
Add, remove and/or update user account information, resetting passwords, Configuring Email Accounts & Active Directory Users.
Provide escalated one - on-one end user problem resolution over the phone

Confidential - New York, NY

Computer Technician/Technical Support

Responsibilities:

Troubleshoot technical issues such as spyware cleanup, printing issues, application problems
Installation, maintenance and configuration of Microsoft workstation operating systems and productivity software
Servers & Work station backups & Migration
VoIP Phone System Troubleshooting (Kerio Operator, Asterisk ) Cisco Phones & Astra phones
Monitors ticket queues for incidents and change requests and maintains solid documentation
Firewall & Router Troubleshooting
Maintain Microsoft Servers (Active Directory, DNS,DHCP)
Assist Users On site or Remotely using (Eblvd, Log me In ) with different problems