TECHNICAL SKILLS:

Applications: MS Office Suite 2007, 2010, 2013, 365, MS Project, Outlook 2010, 2013, Exchange 2010, SharePoint, Wisetrack, TechExcel ServiceWise, ServiceNow, Connectwise, Jira, Remedy, Track - IT, ITIL, CA ITCM, SafeEnd, SafeGuard, SCCM, JAMF Casper Suite, Seibel (Oracle), Maximo (IBM), Agile, VMWare Airwatch, Bluecoat, Lotus Notes Suite, Databases - Access, SQL, Raisers Edge, Kintera, Vista, Primavera, Proprietary; GIS, POS, Flash, Dreamweaver, Quark, Corel, Director, Photoshop, Illustrator, Visio, AutoCAD, Revit, Maya, Solidworks, Outlook, GroupWise, Ghost, QuickBooks, Thomson, Bloomberg, InDesign, Adobe CS, Bluebeam, Logmein, PC Anywhere, Kaseya, RSA, VNC, MS Remote Desktop, GoTo Meeting, Lync, Satchel, SuperSatchel, Malwarebytes, DropBox, Box, Google BigFix

Operating Systems: Windows 98, NT, XP, 2000, 2003, 2007, 2008, 2010, Vista, 7, 8, 8.1, 10, Mac OS 10.6, Unix, Linux Mint, Ubuntu Zorin

Networks: Windows Server 2003, 2008, 2012, SCCM, MFA, OKTA, Active Directory, GPO, Cisco, Nortel, Backup Systems, Antivirus: Norton, MacAfee, Sophos, Kaspersky, BitLocker, Casper, AVG, DHCP, DNS, Active Directory, OSPF, IGRP, EIGRP, BGP, ZENworks, NAL, VoIP, VMware, Citrix, MDM, EMM, BES, Airwatch, Rackspace, AWS, WSUS, AzureHardware: MS Surface, MS Surface Pro, PC s, Macs, Laptops, Lenovo, Dell, HP, Surface Pro s, Servers, Scanners, HP, Ricoh and Xerox Printers, Xerox Fiery Printers, Plotters, PDA s, Blackberry, iPhones, IPads, Samsung 6, AV, Sound/ Video Systems, Siemens, Rolm, Avaya, PBX, Routers, Bridges, Hubs, Firewalls, Crestron, Polycom, Cisco Telepresence, Barracuda, Meraki

PROFESSIONAL EXPERIENCE:

Confidential

IT Consulting / Help Desk / Desktop Support / Customer Service / Operations

Responsibilities:

• Provided Executive Level, up to C-Level Officers, Support and to Clients
• Superior Administrative knowledge of MS Office, Track IT, Remedy, Bloomberg, Networking, Databases and Email
• Setup multimedia A/V presentations in Crestron Rooms using Polycom Systems
• Hardware Assistance - Printers, Xerox Fierys, Laptops, Desktops, A/V
• Documented all customer calls, responding in a timely manner and escalating if necessary
• Collaborated with other consultants on software and hardware upgrades
• Implemented security profiles on WAN and Network as a whole
• Built and rebuilt aspects of Network as required.
• Tested, Packaged and Deployed Applications using Application Launcher

Confidential, Jersey City, NJ

IT Consultant

Responsibilities:

• Basic Windows 7 and 10 and Mac Sierra systems analysis and support
• Imaging and deploying Surface Books and Surface Pro’s with Win 10 Images.
• Imaging and deploying HP 8300’s and HP Elite Books with Win 7 supporting non-Win 10 compatible applications.
• Used SolarWinds to monitor, diagnose and address traffic issues.
• Used Check Point Security and BitLocker Encryption
• Used OKTA as a security measure and MFA as an extra layer of security to access the Network.
• Implemented Moves Adds Changes making sure all Network connections were up and running for End Users.
• Implementing and supporting VMware and WYSE devices to connect to VDI’s.
• Designed and maintained detailed Excel Sheets reflecting Asset Management, then transferred to Service Now’s Asset Management.
• Deployed, setup and assisted End Users with Jabra Headsets.
• Communicated with End Users using Yammer, MS Teams, Skype for Business, IM
• Assisted End Users by phone, email and in person on MS Office 2007, 2010, O365, Skype for Business, Adobe Acrobat Pro and other applications
• Assisted End Users remotely using RDP and GoToAssist
• Using Service Now, worked and closed tickets, documented them and escalated if necessary.
• Configuring Surface and Surface Pros to individual Profiles for New Employees and for Current Employees under a “Tech Refresh” Project Company wide.
• Prepared Welcoming Packages for New Employees and walked them through any questions that they had about the System and/or equipment.
• Implementing OneDrive and configured it individually both on premises and remotely.
• Removing OneDrive for Business from individual devices and replacing it with the newer OneDrive - Confidential, remotely and locally.
• Provisioning Skype for Business on premises and remotely.
• Configuring RSA tokens for End Users requiring remote access.
• Alerting Networking to any connectivity issues, then following through until a resolution is found.
• Provisioning Polycom IP phones and assisting the End User with Configuration.
• Configuring iPhones for New Employees.
• Using SCCM to deploy packaged software applications.
• Assisting End Users install non-packaged application, both licensed and non-licensed
• Assistance in A/V meetings using Polycom, Skype for Business, BlueJean and WebEx
• Implementing MFA and End Users on it.
• Assisted End Users on Printing in a spooled Network Environment and on individual HP 1212’s and HP 1515’s in the field.
• Analysis of hardware problems and subsequent break//fix solutions
• Upgrading hardware as necessary
• Supporting and Clients on Applications such as MS Office, Email, Internet WiFi, BYOD and Connectivity.

Confidential, NYC, NY

IT Consultant

Responsibilities:

• Basic Windows 7, 8.1, 10 and Mac OS X systems analysis and support
• Analysis of hardware problems and subsequent break//fix solutions
• Upgrading hardware and administering software patches
• Supporting and Clients on Applications such as MS Office, Email, Internet and Connectivity.
• Running Anti-Virus and cleaning up the Client’s system.
• Running Backups and Client on how to do backups and restores.

Confidential, NYC, NY

IT Consultant, Senior Consultant

Responsibilities:

• Supporting all 13,000 employees on handheld Samsung 6 devices utilizing Oracle’s Siebel and Maximo (IBM) in an Agile environment.
• Utilized and supported Windows 7, 8.1 and 10
• Responding to phone or emailed tickets with a 3 day SLA
• Utilized in-house Service Desk system to create, edit, update and close tickets.
• Setting up Samsung 6 Smartphones for employees with Maximo (IBM) - used to control and organize Work Orders throughout NYCHA
• Correcting all errors with IBM’s BigFix
• Troubleshooting and fixing any problems, either software or break/fix in Samsung 6’s after deployment, either face to face or by phone.
• Hand Held Devices are locked down with Airwatch (VMWare)
• Designed Excel spreadsheet listing all devices coming and going in an alphabetized system (within the spreadsheet, developed Tabs for Students who did not show, missing devices, devices that needed reconfiguring; ability to do queries, charts, VLOOKUP/HLOOKUP, and other functions, from Excel spreadsheet)
• Enabled accounts and reset passwords in Active Directory, AD
• Organized a Database of weekly increasing inventory of phones in Excel for classes and streamlined the Database on a daily basis
• Prepped Phones with IBM Maximo daily for the next days’ classes - usually 30 to 40 employees
• Sent daily updates on the Samsung 6 Database to Management
• Verified that employees can see the correct work orders assigned to them, before they sign for and take away a phone, and assisting if not configured correctly for them.

Confidential, NYC, NY

IT Consultant

Responsibilities:

• Provided C-Level Support to all Executives: CEO, CFO, CLO and 1000 employees of which at least 300 operated remotely from Construction Sites across the USA
• Emphasized Excellent Customer Satisfaction - always going the extra mile for the End Users in this very busy demanding industry.
• Planned and executed IMACs throughout the Company.
• Administered break/fix on PCs, Macs, printers, scanners.
• Set up Polycom/Crestron A/V Systems for Video Conferencing and for Company Broadcast Meetings
• Used telnet to access routers and switches.
• Using CMiC governed all aspects of Project Drawings, Scheduling, Timekeeping and Internal Data Feeds
• Imaged Lenovo ThinkPads T410s, T420s, T430s, T440s, T450s with Win 7and Microsoft Surface Pros with Win 8 and Win 10
• Used ServiceWise to create, edit, update and close Tickets.
• Deployed Applications (IMACs) remotely via SCCM and PC Anywhere
• Under the Network Manager’s Direction, carried out Network tasks in Server Room.
• Set up new iPhones, ThinkPads and Surface Pros for End Users
• Enabled accounts and reset passwords in Active Directory (AD).
• Relocated Objects in AD as determined by Company Policy
• Using SCCM, maintained inventory, deployed applications and devices and submitted application requests to Management
• Reported assignment, reassignment and retrieval of Assets to Asset Manager
• Troubleshooting of hardware and software on ThinkPads, Surfaces and iPhones
• Supported MS Office, Outlook, Bluebeam, AutoCAD, Satchel, Super Satchel, MS Office, Outlook remotely via SCCM and Lync or by phone or deskside
• Maintaining Systems by running AntiVirus and other maintenance tools.
• Supported End Users as we transitioned entire company from Outlook 2010 to Outlook 365 in the Cloud
• Supported End Users in setting up Lync and Skype for Business Meetings.
• Supported 3Com IP phones
• Tracked Tickets and Inventory using Tech Excel ServiceWise

Confidential, NYC, NY

IT Consultant

Responsibilities:

• Imaged HP 650 Probooks, HP 800 EliteDesks and IPad for IMAC Project
• Using AWS and Azure, modified and maintained databases.
• Using Jira kept track of all inventory and recorded any “tickets” of what needed to be done on each piece of equipment.
• Disconnected Network Backbone - Cisco 2800 Router, Cisco 3650 Switches, Juniper SSG5 Gateway for IMAC Project
• After relocation to new Site, reconnected Network Backbone and attached and tested all computers and Avaya phones on new Network

Confidential, NYC, NY

IT Help Desk Coordinator & Supervisor

Responsibilities:

• Using ConnectWise acted as C-Level White Glove support to all C-Level Executives as the Help Desk Ticketing System, Coordinated and Dispatched the 5 IT Helpdesk Technicians’ Schedules
• Added, removed, modified Objects on Active Directory
• Monitored the MS Network which used Core for internal Remote Access, Citrix and RSA for External Access tunneling in.
• Performed Metrics on ConnectWise, establishing effectiveness of the Help Desk and productivity Statistics on each Technician.
• Generated Reports to that effect
• Counseled and Mentored the Technicians individually, encouraging them to be the best they can be
• Hardware used: Lenovo Laptops, Samsung Smartphones, Blackberries, Avaya IP phones, Barracuda Firewall, Merakis, Airwatch
• Maintained Inventory Database as equipment arrived and/or was being decommissioned
• Assisted end Users Remotely by taking control of their PC, - via VNC, RDC, CA's ITCM or Citrix; by phone, by email and by going Deskside.
• Implemented ITIL best practices
• Adhered to SOX regulations
• Proficient in Computer Associates (CA) ITCM.
• Deployment of pre-packaged Applications utilizing ITCM
• Used SCCM and ITCM to load images
• Supported Azure for data content.
• Creating, modifying and analyzing profiles using Active Roles and Active Directory
• Proficient in SAS, Qcare, Market Prominence, Cognos and other Health Care related Applications
• Proficient in Safeguard and Safend - encryption packages to protect Company Data
• Proficient in VPN, FTP and SSL VPN
• Confidential: Basic Windows and Application support:
• Confidential, Level 2 MAC Support
• Acted as C-Level White Glove support to all C-Level Executives
• MAC (Moves Adds and Changes) of PCs, Macs and peripheral and Networking Equipment using AutoCAD as a guide
• Physical expansion of the Network on each floor required gutting the floor, rewiring and testing connectivity at each port
• Read Blueprints and interfaced with Networking and Facilities to ensure final outcome was according to specifications
• Tested Equipment - PCs, Printers, IP Phones - for connectivity upon reconnection
• Confidential: Basic Windows and Application support:

Confidential, NYC, NY

Applications, A/V, Scheduling and Deployment Engineer

Responsibilities:

• Acted as C-Level White Glove support to all C-Level Executives
• Assessed needs of Client and made recommendations accordingly.
• Deployed software using JAMF Casper(Macs) and SCCM (PCs)
• Provided Superior Support, up to C-Level Executives, by going deskside or via phone, email and Remotely via VNC, RSA, logmein
• Following expansion of Company to new Floors, redesigning the Network using Dell Servers, Cisco Routers.
• Rewired in accordance with blueprints of Office layout and terminated ports accordingly.
• Set up IP phones and joined them to the Unity.
• Set up Blackberries on the BES
• Added /removed/modified Objects on Active Directory
• Set up Crestron Audio Visual Rooms with Polycom Systems for Presentations.
• This involved ascertaining the nature of the Presentation - whether Web based, straightforward in house or conferenced where guests would enter the Room at a pre-established time.
• Interfaced with A/V Room Scheduler to ensure the correct Room had been booked for the Client with the correct facilities and size.
• Using Avaya Communicator, set up end Users on the Avaya One-X and 9600 Series VoIP phones
• Contacted point person prior to A/V presentation for run through of the System as they had requested it.
• Reached out to remote Clients as necessary to verify the time and date of the Presentation in their time zone.
• Showed Client various tools available during the Presentation, eg how to Mute the presentation, how to have one Room as an Insert in the corner and how to remove this feature
• Remained in the Crestron A/V Room for the duration of the Presentation at the Clients' request.
• Built and deployed systems as requested by Client using LAN Desk Management Console
• Using AutoCAD, relocated EU's to other floors while their floor was being renovated.
• Maintained Inventory Database in the In House Ticketing System, listing ownership, location and warranty details.
• Tested software on Win 2008 Network for Client
• Requested and Supervised external expert Fortune 500 Technicians when on site assisting with parts or upgrades
• Hardware Assistance - Plotters, Printers, Xerox Fierys, Laptops, Desktops, Phones, Handhelds, GIS Equipment, Projectors and A/V
• Maintained Inventory Databases and prepared Excel Sheets of specific Inventories as requested.
• Updated the Wiki with Information to Streamline IT Department Knowledge and Productivity
• Assisted EUs at Other Sites across the USA by dispatching required or requested hardware or giving access to NY Groups on the NY Network as permitted by Senior Management.
• Submitted Network Requests for Loaner Aircards, Blackberries and for Cisco IP phones to join the Unity (Unified Communication Manager Express).
• Ensured EUs sign off on their responsibilities when receiving Permanent Mobile Devices, Loaner Mobile Devices or Loaner Portable Projectors and retained copies of this paperwork while updating appropriate databases with specific notes if necessary.
• Pursued the return of loaner equipment on specified return dates, signed equipment back in and updated the appropriate databases.
• Built new systems according to Client specifications, implementing SOX regulations, while updating ITIL, Wisetrack and other in house databases regarding software and hardware allocations, including case specific notes.
• Assisted End Users (EUs) on applications such as: MS Office 2010, 2010, Adobe CS6, Web Based Applications, Social Media and Unix based proprietary Finance Packages.
• Implemented Antivirus Sophos and resolved virus attacks.
• Supported EUs on Windows XP, Vista, Windows 7 and OSX
• Setup VPN for EUs receiving new laptops, testing both LAN and Wi-Fi connections before deploying.
• Emphasis on Client Customer Satisfaction and maintained the ITIL and other databases for IT, Inventory and Finance Departments and Auditing.

Confidential, NYC, NY

Consultant, Emphasis on Project Management

Responsibilities:

• New York Project Manager/Coordinator in Global Migration XP to Windows 7 utilizing Agile and Sharepoint
• Scheduled with End Users time and day for transfer of data and Deployment of New System.
• Supervised 10 Deployment Technicians, ensuring End User signed off upon Delivery of New System and Retrieval of Old System.
• Supervised Delivery and Storage of New Systems which were already Ghosted with New Windows 7 Image.
• Tracked all Serial Numbers of Systems and Comments associated with Deployment on Sharepoint.
• Supervised Recycling and Pickup of Old Systems.
• At CBR Ellis, following a relocation of the Company, the Network had to be rebuilt and tested at each End User's Desk
• Built and Tested New Ghost Images on new equipment over Win 2003 and Win 2008 Networks before deployment
• Provided Support via phone, email, remotely using VNC, logmein; and by going deskside
• Updated and monitored Web based databases used for public donation of funds to Non Profits, via Kintera and Raiser's Edge
• Utilized Kaseya and Connectwise to monitor and control software over Network
• Coordinating progress of technicians’ setups with availability of client to receive new system.
• Scheduling and coordinating import/export internationally of highly sensitive equipment.
• Maintaining databases, ghosting and deploying of systems,
• One on one of systems assessing needs for the software and upgrades while recommending and applying solutions
• Recycling used equipment, inventorying all such equipment and coordinating pickup
• Setting up new user accounts on web and on networks
• Maintaining mailboxes on telephone accounts.
• Improving content and functionality of websites.
• Supervised Local 3 rewiring of newly acquired space.
• Interfaced with Building Management for Permits to renovate newly acquired space - painting, rewiring, reflooring.

Confidential, NYC, NY

IT Consultant

Responsibilities:

• Creating user accounts and maintaining logs
• Set up Audio Visual conferences with other Clients
• Interfaced with Building Management for remodeling of Floors and Permits to pull cable between Floors.
• Rolling out new PCs, upgrading PCs
• Converting Mac users to PC and them
• Interfacing with vendors
• Ghosting the systems and installing the correct image for that particular model and department.
• Using Zenworks, tested Applications for Standardization and Compliance on Servers prior to Deployment across Network
• General support and for users
• Maintenance of website utilizing HTML, wireless support and technical writing

Confidential, NYC, NY

Teacher's Assistant/Trainer and Main Lab Assistant/Trainer

Responsibilities:

• After completing the Course in Cisco Routers and Switches, was invited back to Train in the Labs portion of Cisco and Win 2000 Server Classes
• Trained students, on Fridays (Open Lab Day, where all IT Students were allowed to use the IT Labs) on any application being taught. These applications included Cisco and Nortel Routers and Bridges, Flash, Win NT, 2000 Server, Dreamweaver
• Emphasis on, Client Satisfaction and Expanding the Possibilities in each EU’s mind that they can Excel.

Confidential, NYC, NY

IT Support and Trainer of POS and Applications

Responsibilities:

• Built all Credit Card Servers
• Created POS Syllabus and Syllabi for any other applications that I taught
• Trained all End Users on POS (a three hour class) and other applications, including MS Office, as needed.
• Created “Cheat Sheets” to assist Cashiers on the floor with this very complicated POS System
• Researched Warehouse Inventory Management and Delivery Scheduling Software to improve the Customer Experience
• Provided Support for all POS within Stores and Restaurants and for Office personnel on MS Office, Outlook and proprietary databases
• Researched Security Camera Systems for company Warehouses
• Emphasis on, Client Satisfaction in order to achieve Customer Satisfaction.

Confidential, NYC, NY

Technical Analyst

Responsibilities:

• Assisted Employees with Windows and Mainframe related issues ~ access to Network and Application Support including Bloomberg
• Emphasis on Client Satisfaction, learning relevant software/applications and delivering to EUs as required.