SUMMARY:

• Several years of successful technical support, project management, and troubleshooting experience.
• Experienced in front end and back end operations, development and support.
• Demonstrated ability to communicate highly technical concepts in easily understandable language.
• Solid team player with consistent, driving presence.
• Excellent interpersonal and communication skills demonstrated on daily basis.
• Six years of technical support experience in the U.S. Military.

TECHNICAL SKILLS:

• Dell
• SQL Server
• UNIX
• Cisco equipment
• HEAT
• Remedy
• Peregrine
• MS SCCM
• Veritas Backup Exec (v 8.0)
• Citrix
• MS Office
• MS Outlook
• MS Exchange
• Sophos Anti - Virus
• McAfee Anti-Virus
• Norton Anti-Virus
• Lotus Notes
• Intel Shiva VPN
• Nortel VPN
• LAN/WAN
• TCP/IP
• MS Visual SourceSafe
• Netfinity
• RAS
• HP JetAdmin
• Ghost
• TrendMicro
• Windows XP/Vista
• VMWare
• VNC
• Tally TS.Census
• HP OpenView
• DameWare
• MS Active Directory
• Dell ImageDirect
• Linux
• Windows 7
• Windows 8
• Windows 10
• Bomgar
• Office 365

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Engineer

• Level 1 - 3 Support for users both local and international.
• Create Active Directory and Exchange Accounts.
• Set up and install desktop and laptops for end users.
• Install and support ShoreTel IP Phones.
• Assist with help desk queue.
• Triage and work service desk tickets.
• A\V support.

Confidential

Desktop Support Technician

• Level 2 Support for global users (local and remote).
• Configure and deploy laptops and desktops.
• Install, configure and support local and network printers.
• Work with application, server, and network groups for problem resolution.
• Provide remote support using Bomgar, Skype.
• Running, terminating cabling between PC’s, printers, phones and IDF’S.
• Deploy Cisco IP Phones.
• Use ServiceNow for working tickets.
• Assist with audio/visual support.

Confidential

Service Desk Analyst

• Level 1-3 Support for local and remote users.
• Create and administer user accounts in Active Directory.
• Configure and deploy laptops and desktops.
• Install, configure and support network printers (Dell, Xerox, HP)
• Work with the application development and server teams to resolve issues with web applications.
• Provide remote support via Citrix, WebEx, SCCM, VPN.
• Provide mobile support for iPhone, Android, and Blackberry users.
• Monitor network connectivity for remote sites, work with the network team and circuit provider to resolve outages.

Confidential

Onsite Support Specialist

• Primary Application Support Analyst.
• Experience supporting VIP / Executive Staff.
• Install and configure computers and peripherals (PC and Linux).
• Break/Fix.
• Troubleshoot hardware issues and replacing hardware on both desktop and laptop PCs.
• Windows XP/Vista/Windows 7/Windows 8.
• Microsoft Outlook and IBM Lotus Notes.
• Experience installing software, patches, updates on Desktops and Laptops.
• Install, support local and network printers and plotters (HP, Xerox, Zebra).
• Install, configure and support VPN.
• Use Remedy to track and resolve issues.
• Support and troubleshoot wireless connectivity.
• Installed and configured Windows 7 for roll-out project.
• Deploy and support Cisco IP Phones.

Confidential

PC Support Tech

• Install and support desktops (Dell) and laptops (Lenovo).
• Break/Fix support for computers, printers, projectors.
• Push applications and software updates via SMS.
• Assist remote users via SMS and Remote Desktop.
• Use HEAT to track and resolve user issues.
• Support of BlackBerrys.

Confidential

Desktop Support

• Install and configure Dell Desktops (mid-range and high-end) and Laptops (D600-D630).
• Install, configure and support Citrix on client desktop and laptop computers.
• Install various software packages - server and media based (MS Office, Adobe, Abaqus, etc.).
• Support and troubleshoot local and network printers, mainly Confidential .
• Troubleshoot user issues and determine if they are software or hardware related.
• Manage user and computer accounts in Active Directory.

Confidential

Desktop Support (Level 2)

• Installing and configuring computer and related equipment, printers, peripherals and software packages.
• Installed, configured and supported Smart Card Readers (internal and external)
• Installed, configured and supported VPN (Nortel VPN Client).
• Moving all computer and related equipment from one location to another.
• Use Remedy to track and resolve problems.
• Follow all processes that are put in place to ensure service delivery consistency and customer satisfaction.
• Monitor and maintain service level agreements.
• Precisely document asset management information, into proper databases.
• Follow all security, and safety guidelines set forth by all sites management.
• Support and troubleshoot wireless connectivity.

Confidential

System Analyst - Application Specialists

• Extensive travel for the Confidential GINCO Roll-Out Project.
• Configure, Install, and upgrade Ginco client systems (IBM and Dell) for various locations.
• Configure clients to communicate with Sybase Databases.
• Create, maintain and load images using Norton Ghost.
• Troubleshoot and resolve various application problems.
• Perform system testing.

Confidential

NOC Analyst

• Monitor worldwide VSAT and IP network, troubleshoot, and coordinate resolution of problems.
• Handle customer and vendor escalations; dispatching of field engineers worldwide.
• Monitor call tracking queues for incoming requests. Evaluate requests to determine the underlying issues.
• Make recommendations to place hardware calls if required (i.e., CPU bottlenecks, network bottlenecks, etc.).
• Handle network connectivity problems, if possible, determine whether the problem is client or server based, and whether access permissions, hardware or networking is the faulty component.
• Respond to call tracking request regarding diagnostic tests. Perform diagnostic testing working closely with the appropriate background support team

Confidential

Senior MIS Tech II

• Perform installs, configuration and support of Dell desktops, servers and laptops.
• Install, configure and support numerous department specific applications.
• Install, configure and support Nortel VPN Client access.
• Install, configure and support Wireless LAN access (802.11b).
• Assist with file back-ups and restores.
• Install, configure and support network and stand-alone printers (HP, Xerox).
• Install and support Citrix on client computers; work with Citrix Administrators to resolve issues.
• Provide administration support for NT 4.0 Domain and MS Exchange.
• Responsible for installation and upgrades of McAfee Anti-Virus across corporate network.
• Install Support remote users.
• Assist in the set up of Video Teleconferences, NetMeeting and WebEx conferences.
• Configure and support BlackBerry’s.
• Track and maintain computers using Tally TS.Census.

Confidential

Senior Configuration Analyst

• Coordinated changes in QA database servers, lab machines and staff workstations, including data transfers, hardware changes, and configuration changes.
• Provided support for software configuration management per corporate standards.
• Administered, monitored, tracked and reported on defect tracking activities using the defect tracking system.
• Installed, configured and administered Citrix MetaFrame 1.8/XP servers and clients.
• Installed and configured applications in Citrix MetaFrame 1.8 and XP multi-user environments.
• Installed and configured Windows 98/NT/2000 Professional & Server/XP.
• SQL Server 2000 configuration and administration.
• Performed Desktop installs, moves, ads and changes.
• Worked with Help Desk staff to resolve technical issues, deploy software updates, etc.
• Installed and configured CD-ROM’s, CD Burners, hard drives, modems, memory chips, video cards, PCMCIA cards, network cards.

Confidential

Network Technician

• Provided technical expertise on LAN migration and upgrade project, including pre-migration user surveys to determine impact on certain applications.
• Successfully migrated approximately 700 users (traders and non-traders) from Nortel to Cisco network.
• Handled migration-troubleshooting issues.
• Installed switches and ran cable (Cat 5, Fiber) in MDF and IDF's.
• Configured switches and hubs.
• Configured Network Interface Cards on servers, workstations and laptops.
• Configured printers and plotters ( Confidential ).

Confidential

QA Engineer

• Analyzed and tested installation guides for e-commerce applications on single server and multi-tier client/server platforms.
• Performed functional testing and software problem reporting.
• Participated in development of QA procedures and processes.
• Configured Compaq servers, workstations and laptops running Windows 2000 Professional/Server/Advanced Server, NT 4.0 and Windows 98.
• Performed backup duties using Veritas Backup Exec version 8.0.

Confidential

IT Coordinator

Responsibilities:

• Handled installation, configuration and support of desktops, servers and laptops.
• Provided network administration support for NT 4.0 Domain and MS Exchange 5.0.
• Supported test and production databases and Oracle users (via Citrix WinFrame).
• Accountable for setup of Sophos Anti-Virus software and upgrades across corporate network.
• Installed and configured Intel Shiva VPN.