Objective and Qualifications Summary:

Career pursuit is to be affiliated with a professional organization where I can achieve the highest degree of success in a challenging role that allows full utilization for professional and personal growth. I am a Technical Support professional experienced in working in fast paced environments with strong organizational, technical and interpersonal skills. I am trustworthy, ethical, discreet and committed to superior customer service. Confident and poised in interactions with individuals at all levels. Detail-oriented and resourceful in completing projects with a high level of integrity. I have the ability to multi-task effectively. Capabilities include:

Employment:

RGP consultant

Confidential

• Member of the Software Implementation team.
• Project Liaison to the Help Desk team.
• Provides training to team consisting of 6 members.
• Provides extensive training to SMEs on New Releases as they are rolled out.
• Create procedures and documentation for better support standards.
• Lead the team on day to day support activities.
• Drafted User guides for LOB training
• Work with PMO on Project Plans and implementation of protocols.
• Created test scripts for UAT testing
• Executed UAT testing.

Confidential

Exchange/AD Team Software and Support Engineer

• Supports Orchestria, CAMM, ACA and Dataminder.
• Adds management groups to GRC contract associates for FNRA audit functions.
• Daily and hourly monitoring of Mail processing and SQL servers.
• Monitors the Queues on Orchestria processing servers to ensure there are no backlogs.
• Moves files in CAMM for processing from one directory to another on several servers ensuring there is no corruption.
• Runs SQL statements to ensure Mail is migrating.
• Execution of power shell commands.
• Creates user accounts in Orchestria similar to creating an AD account .
• Performs discovery requests in Orchestria for GRC and Legal.
• Responds promptly to all Orchestria SM9 support tickets.
• Ad-hoc reporting requests in Orchestria from GRC.
• Importing PST files supplies by GRC.
• Wrote technical documents and guides for New Software Implementation.

Confidential

Mobile Engineer/ Project Coordinator

• Works as a team member on the Mobile Device Management and Mobile Application Management Projects.
• Has a solid understanding of the enterprise level mobility information platform.
• Created UAT test scripts for testing Tangoe MDM on Blackberry devices.
• Participated in Quality Assurance testing of Tangoe MDM application prior to deployment.
• Participated in regression testing.
• Created rollout schedule for deployment of MAM Project.
• Adapted changes to schedule based on project issues.
• Works with Helpdesk organization on reporting issues during rollout.
• Provides a recap of project status to Project Manager and team throughout project.
• Works with vendors on application issues. Acts a lead on resolving complex problems with vendors.
• Provides technical guidance and direction to other staff for mobility issues.

Confidential

Help Desk and Documentation Specialist

• Provided tier 1and 2 technical support on all Microsoft applications 2007/2010.
• Provided support on Hyperion financial software.
• Supported all hardware and printer issues including Zebra style printers.
• Supported all network connectivity issues. VPN
• Created and maintain user accounts in Microsoft's Active Directory environment created accounts, password resets, unlocking accounts
• Created documentation for Knowledge base intranet site.
• Supported Mobility devices which included Active Sync and Airwatch
• Mobile devices include Blackberry, IOS and Android devices.

Confidential

BES Administrator and Senior Technical Support Analyst Contract Position

• Provided third level support for all Blackberry issues.
• Managed all user accounts hosted on the Blackberry Enterprise Server. ver 5.0.3 MR6
• Performed maintenance of all accounts via Blackberry Administrative Services v5.0 sp3
• Supported all BB / Exchange issues.
• Worked with Exchange 2007/2010.
• Supported Microsoft Office 2007 and migration to Office 2010.
• Created and executed test scripts for server updates and patches when applied.
• Supported Active Sync.
• Managed the RSA SecurID mobile application and troubleshoots when necessary.
• Worked closely with Mobile Carriers and other Vendors.
• Began working with Good Technologies as a platform for PMD Project.
• Certified as a Good For Enterprise Technical Engineer.
• Wrote User Guide Documentation for Personal Mobility Device Project.
• Created test scripts for Quality Assurance testing of Good Mobile.
• Supported Blackberry, Android, IOS devices and tablets.
• Developed Scripts and tested access to the network using Tablets.
• Tested and supported Active Sync on personal mobile devices.
• Documentation of all Helpdesk issues using Remedy IT Service Management System.
• Supported Windows XP and Windows 7 environments.

Confidential

Sr. Technical Support Specialist/ Project Manager

• Provided1st and 2nd level support on all Microsoft Office applications. Both 2003 and 2007
• Provided support on RSA mobile application and connectivity issues
• Installed and Supported Lotus Notes version 7.05, 8.0 and 8.5
• Created an Inventory control system for all computers and laptops
• Maintained adequate Inventory of computer peripherals
• Implemented procedures for requesting inventory.
• Reviewed and reconciled all purchase orders for month end.
• Migrated users from one domain to another as part of a Company Migration Project.
• Worked as a BES administrator creating and maintain blackberry accounts. Server version 4 and 5
• Rolled out and upgrade Mobile devices for users.
• Activations were done using Enterprise Activation.
• Supported all issues related to blackberry synchronization, hardware and usage.
• Assisted with migration of BES server upgrade to version 5.
• Worked as a Project Manager on Mobility with a focus on reducing costs for all customers accounts.
• Created a cost analysis report on usage and compared to purchase plan.
• Worked with Developers in creating an internal form for processing approvals by employees and managers of monthly charges.
• Processed accounts payable and expenses in accordance with established policies and procedures.
• Reduced mobility charges of one mobility vendor by 37 . saving roughly 14,000 a month
• Developed methods in reducing Department costs.

Confidential

Technical Support Specialist

• Provided 1st and 2nd level support on all Microsoft Office applications. Both 2003 and 2007
• Supported Lotus Notes version 7.02, 7.05 8.0
• Created and maintain user accounts in Microsoft's Active Directory environment created accounts, password resets, unlocking accounts
• Managed servers using Microsoft Server 2003.
• Created and maintained accounts on Blackberry Enterprise Server.
• Managed a project of transferring users from one carrier to another. Scheduled users for transfer of service and new hardware according to their schedule. Decommissioned old mobile devices.
• Developed methods in reducing Department costs.
• Performed backups using Symantec Backup Exec.
• Single point of contact for all vendors. copiers, repair and printer toner
• Maintained all office equipment which included copiers and faxes.
• Used LanDesk to deploy software, updates, patches and other executables to existing machines.
• Provided support on hardware
• Acted as a Dell Product Liason.
• Acted as a Tier 2 support for International users.
• Project management experience included being part of the IT Equipment Procurement committee.

Confidential

Helpdesk / Training / Network Specialist

• Provided support and training on all Microsoft Office applications. Word, Excel, Outlook, PowerPoint and Publisher.
• Supported Outlook Web Access.
• Managed 6 network servers which include Exchange, Citrix Metaframe, SQL and Altiris.
• Created and maintain user accounts in Microsoft's Active Directory environment created accounts, password resets, unlocking accounts, managing mail file size
• Setup wireless email accounts on the Blackberry server.
• Synced accounts to devices using Enterprise Activation.
• Supported users with their wireless email systems Blackberry .
• Created, and updated company distribution lists.
• Assisted users with Public Folder replication issues.
• Supported email routing issues and delivery failures
• Single point of contact for all vendors. copiers, repair and printer toner
• Maintained all office equipment which included copiers and faxes.
• Maintained Avaya telecom system which included the programming of all new phone extensions and setup of voice mails.
• Managed the migration to Cisco IP phone system. Programmed and installed phones for new employees.
• Maintained Veritas Back-up system on all servers.
• Supported software: Citrix Client and Server, Windows Terminal Server, Adobe Acrobat, Abbey Fine Reader, Hummingbird DM, E-Transcript Viewer, Altiris Deployment Solution, Microsoft Management Console, Symantec Client Security, and other Law-related software.
• Provided support on all hardware: Cisco routers, Servers Compaq , Laptops, Desktops, Netgear Switches, Canon Projectors, Printers, Copiers and Scanners.
• Created images for new equipment using Altiris.
• Used Altiris to deploy software, updates, patches and other executables to existing machines.
• Implemented procedures for efficiency and accuracy of all helpdesk requests.
• Implemented numerous motivating projects that included the utilization of Performance Catalyst.

Confidential

Technical Coordinator / Trainer

• Coached and trained new hire, conversion and promoted processors.
• Increased Productivity 70 within five months. Maintained and continued increasing productivity after initial five month period.
• Reports were generated using Cognos.
• Implemented numerous motivating projects that included the utilization of Performance Catalyst.
• Maintained the lowest inventory of all peer teams.
• Participated in the creation, testing and implementation of system enhancements was crucial to their success.
• Authored and co-authored new process job aids.
• Project lead on many Quality and Training projects.
• Worked as SPOC for Policies and Procedures
• Worked as SPOC for Vantive issues as well as educating processors on trends documented by Systems Analyst.
• Backup for Command Center calls.
• Relationships with external matrix partners were established due to my commitment to open dialogue and information sharing.