ROFESSIONAL GOAL:

To obtain a challenging and progressive position in the body of knowledge and discipline as a Technical Support Professional. That will allow further expansion of my extensive skill set and will support my continued personal growth and development.

• Strong understanding of TCP/IP networking.
• Infectious enthusiasm for trouble - shooting and problem solving.
• Ability to work independently, highly reliable, assertive self-starter and the ultimate team player.
• Sharp in learning and comprehending new, cutting edge technology.

RELEVANT DEXTERITIES:

Platforms & OS: Windows XP, Windows Vista, Windows 7; Windows 8; Windows Server 2003, 2008, MS Windows .NT 3.1/4.0/2000/2003 Server. Windows Mobile Windows for Workgroups 3.11. DOS 6.22 IBM 0S2, UNIX SunOS/Solaris 2.5.1, Solaris 7.0, Solaris 8.0, Sun Solaris Custom Jumpstart /Interactive Installation and Sun Solaris Web Start Installation, Novell Netware 3.12 and 5, IBM MVS 360/370 and 3090, Red Hat v5.2, 6.0 and 7.1, IBM AS400, VMware 6.0, Apple Macintosh System X, iMac, iBook, G3, G4 and G5 Mac OS X 10.5, 10.5.1, and 10.5.2, Mac OS X, Leopard, and Snow Leopard Desktop platform.

Network Environments & Admin Utilities: DHCP, DNS, NIS, NIS+, WINS, RAS, TCP/IP, SAA, SNA, Net bios, Netbeui, IPX/SPX NWlink, Dial-up networking, PPP, PTPP, VPN, Ipconifg, FTP, Winsock, nslookup, Lmhost, PC Anywhere, Citrix Metaframe, Intel LANDesk, Ethernet 10Base2, 10Base5, 10BaseT, 10BaseX Ethernet, FDDI, Sonet, LAN/WAN, RIP, OBDC, Unix VI Editor, JES2, CICS AND TSO, Veritas Backup Exec v8.6 for Windows NT/2000 Servers, Veritas Backup Exec Deskpro v4.5, Active Directory Service and Netware NDS. Sun Solaris Admissive, Sun Solaris Management Console System, MVS Netveiw, Veritas NetBackup Datacenter. Apple-talk/Erma, AppleShare, Siemens Openlink, CA Spectrum Network Fault Mananger RegEdit-RegEdit32, SMS 1996-2003, SCCM 2007-2012.,BitLocker Admin Utilites.

PDAs & Smartphones: IPhone, Blackberry and Android platform support

Helpdesk Utilities: Heat, Remedy, CA Unicenter, Daimware Remote Desktop and PeopleSoft.

Security Software & Utilities: SUN Solaris Sunscreen,SecurIDs configurations, Check Point 4.0

Supported Software: MSOffice suite 95/97/XP- 2000-2003-2007-2010. MS Exchange 2000-2010, Lotus Office Suite, Netscape, FireFox,Micro pal, DRIpro, Reflections, Attachmate/Extra, Rumba, HP Openview, Kronos Meridian Terminal Emulator, Oracle, PC Anywhere, Visio Professional 5.0, Quark Express, Norton Anti Virus, Lotus Notes 7.5/8.5/6.0, Ghost imaging software, IC3 imaging software. Verizon TeleNav GPS Navigator Version 2.1, Microsoft SharePoint 2007, 2010, 2013, MSSQL 2005/2008/2012

Supported Business & Multimedia Applications: Factset, Datastreams, FirstCall, Reuters, Bridgestation, Business Objects, Bloomberg, DataStream FIMS, FMC Recon v4.0/5.0, ID Master3.0, Lexis-Nexis7.0, Morningstar Principia, Northern Trust web access, PERF32 4.2, Platinum 4.0, ProComm, Plus-Mellon Trust, RIMS Express, TeamVision, Avenue 5.0, Mobius, MS Access, Crystal Reports, SQL Server, SAP, Adobe Photoshop 3/4/5.5, Dreamweaver, Adaptec CD creator, Macromedia Flash, Platinum 4.0, Sylencer voice recognition

EXPERIENCE:

Desktop Support -Email Migration & App Installation

NYC, New York, Confidential

• Resolving Bit-Locker issues vie Bitlocker Admin utilities.
• Perform Blackberry BES Activation process for new devices
• Transferring Wedbase Email onto Local Client based servers
• Deployed 3rd party SAS Visual Analytic software
• Setting-up and resolving of wireless devices and connectivity for students.
• Supporting MAC PRAM and NVRAM issues.
• Video conferencing for set up- Cisco
• Communicating with software venders in regards of updates and installations.
• Installing Parallels OS Desktop for MAC
• Troubleshooting Blackberry issues=(SMS) ) entries to free up some space; GPRS services to resolve not sending/ receiving emails problems.

Desktop-Helpdesk Support/Window 7 Migration

NYC, New York, Confidential

• Resolving Bit-Locker issues vie Bitlocker Admin utilities.
• Resolving Kernal Panick alerts MAC-10x Snow Leapard/Mt. Lion
• Setting-up and resolving of wireless devices on integrated Medical Computer Carts/ Units
• Deploying Cisco Video Conferencing for Collaboration Meeting Rooms (CMR)
• Video conferencing for set up-Cisco
• Supporting MAC connectivity issues via (AFP) AppleTalk Filing Protocol
• Supporting MAC PRAM and NVRAM issues.
• Performing updates via Remedy software ticketing system
• Researching and Performing Bio updates on HP Desktop computers.
• Deployed and Refreshed XP HP Desktop computers to Windows 7 OS.
• Saving and restoring end users files.
• Communicating with software venders in regards of updates and installations.
• Troubleshooting hardware peripherals such as printers, scanners etc.
• Configuring peripherals for Citrix applications.
• Researching SCCM for software policies.
• Adding and removing nodes from AD / Domain.
• User data migration
• Configuring Reflections emulator for AS400 connection.
• Provide support over the phone, email, and remotely, using third party remote control software
• Relocating and moving of large enterprise equipment
• Hard drive installation and removal, and destruction=DEGAUSING
• Unpacking/repacking and dismantling units components upgrade replacement.
• Generating labels and barcodes utilizing BarTender barcode software
• Physical work in tight and narrow spaces, under hoisted floor panels
• Troubleshooting Blackberry issues=(SMS) ) entries to free up some space; GPRS services to resolve not sending/ receiving emails problems.

Desktop Support/ Windows 7 Migration

Confidential, Somers, NY

• End user contact and dispatch coordination for desktop support appointments
• Troubleshooting Blackberry issues (SMS) ) entries to free up some space; Blackberry Sync problems had to Click on ‘Reset settings’ in Organiser
• Perform Blackberry BES Activation process for new devices
• Support LAN/WAN and wireless connectivity issues.
• Supporting small MAC community via connectivity issues via SMB protocol
• Manage and troubleshoot user access to network printers
• Resetting passwords and managing shares via Active Directory
• Configuring local pst files in Exchange/Outlook 2010
• Guiding users with very sensitive approach in their new upgrade environments.
• Defusing disruptive actions with end users
• Using Diplomacy towards end-users to make them feel heard and understood
• Deploying new desktops and laptops
• Special request application installation
• User data migration
• Conduct hardware and software upgrades from existing Windows XP for the duration of Windows 7 migration.

Tech Support

Confidential, New York City, NY

• Perform hands-on fixes at the desktop level, including installing and upgrading software
• Utilize Symantec NetBackup 7.5 to manage and monitor the daily tasks
• Manage and troubleshoot user access to network printers
• Making arrangements for vender hardware repairs
• Trouble shooting Sharepoint access.
• Provide email, phone and user interface regards in follow-up software, and hardware issues.

DataCenter Support -Decommissioning

Confidential, SanFrancisco, Ca

• Remove the computer from AD, remove any other necessary programs (AV, Office, etc
• Run and Terminate CAT 5 and Cat 6 within Data Centers
• Responsible for Asset and Infrastructure Change Management processes within all Data Centers
• Ability to conduct asset tagging, labeling and tracking
• Experience participating in Audit and Compliance activates and reporting for Data Centers
• Experience Surveying data centers and inventorying equipment
• Self-perform server diagnostic and troubleshooting
• Repair servers (replace hard drives; replace bad sticks of RAM, MoB
• Physically assist in moving and racking equipment as directed
• Supported installs, troubleshot, and maintained servers, networking equipment and cabling within a Data Center
• Clustering removal via Veritas Operations Manager (VOM)

Data Center-Helpdesk Analyst

Confidential, New York City, NY

• Defusing disruptive actions with end users
• Performs real-time monitoring of batch processes, end of day jobs,
• Perform real-time monitoring of systems for software/hardware errors,
• failures and capacity issues, identify Performs failures and escalate
• to senior analysts and development.
• Only when requested, for automated startup & shutdown of core systems.
• Only when requested, follows procedures for automated startup & shutdown of core systems
• Utilizing SMS and SCCM to deploy software updates.
• Resetting Passwords Utilizing Active Directory
• Supporting Windows Mobile for train conductor unit.
• Creates and assigns tickets to senior analysts and/or development for follow up on issues and requests.
• Resetting passwords and managing shares Utilizing Active Directory
• Follow up on service calls
• Dispatching DBA, System Admin and Network Admin to troubleshoot related issues.
• Monitoring and recognizing troubled system alerts utilizing CA network monitoring and Peoplesoft software.
• Executing and monitoring Batch jobs on Unix, MVS and Windows 2003 platforms via Peoplesoft application.
• Remotely manipulating end-users workstations to troubleshoot application and Hardware issues.
• Taking credit/debit Transaction nodes on and offline

Desktop-Helpdesk Analyst

Confidential, New York City, NY

• Importing an Exchange-Outlook 2003 PST file into Groupwise 8 client
• Setting-up and resolving of wireless devices on integrated Medical Computer Carts/ Units
• Grant executive high end support for Hospital Directors and Managers
• Supporting MAC connectivity issues via AFP , NFS, FTP and SMB protocol
• Defusing disruptive actions with end users
• Using Diplomacy towards end-users to make them feel heard and understood
• Configuring TCP IP on XP Workstations
• Utilizing SMS 2003 to deploy software updates.
• Supporting MAC connectivity issues via (AFP) AppleTalk Filing Protocol
• Installing and maintaining imaging PENRAD software on MAC platforms
• Configuring TCP-IP for Network Printers
• Using REMEDY 7.0 to login issues and follow-ups
• Migrating Windows NT and 2000 to XP Windows Workstations
• Utilizing Windows Reg Edit tools/Registry for software configurations
• Resetting Passwords and Adding computers to the domain utilizing Active Directory
• Follow up on service calls
• Handling over 40 helpdesk calls a day
• Making arrangements for vender hardware repairs
• Installing update virus protection and security software systems.
• Update document procedures used to resolve and troubleshoot application and connectivity issues

OTHER PROJECTS:

Helpdesk Support (Contract)

Confidential, New York City, NY

Desktop Analyst

Confidential, San Francisco, CA

Desktop-Helpdesk support

Confidential, Oakland, CA

Desktop-Jr. Admin

Confidential, San Francisco CA

Jr. Administrator

Confidential, Alameda CA