SUMMARY:

• Experienced IT Specialist with 7 years of overall experience on positions involving help desk, technology support, IT asset management, IT training, supervise staff and systems administration
• 7 years of professional experience in technology support operations, including experience troubleshooting and supporting computer applications and operating systems such as Remedy, MS Office 2007, Office 2003 Windows XP, Windows 7, Blackberry Enterprise Server, Citrix, RSA Admin, Nortel VPN, RDP Remote Desktop, Active Directory, Microsoft Exchange. Master on operation of videoconferencing equipment.
• 7 years of professional experience communicating with clients on a courteous manner
• Strong knowledge of hardware and software products and problem resolving
• Strong knowledge of network connectivity with Windows operating systems.
• Excellent knowledge of remote access setups (hardware/software and networking)
• Basic understanding of networking technologies and protocols such as basic IP addressing, DNS, DHCP, as well as Citrix and VPN client configuration
• Experience with the efficient tracking and management of a large inventory of IT assets in Remedy. Expert knowledge on Remedy and ITSM ticketing software.
• Demonstrated project management skills and multi - tasking abilities. Able to work on multiple projects with multiple deliverables effectively.

PROFESSIONAL EXPERIENCE:

Business Analyst

Confidential

Responsibilities:

• Supported HR department on their various forms.
• Used SharePoint for documentation.
• Created mock - up forms for the client.
• Joined business meeting for the client and prepared LOE with the development team.

Technical Analyst

Confidential

Responsibilities:

• Supported clients with EPM related issues such as Queries and Access rights.
• Tacked user s issues with Hesk ticketing system.
• Created Standard how to documents.
• Researched, compared alternative ticket system and presented to management.
• Took charge on EPM testing with oracle 12 upgrade.
• Attended biweekly meetings with stakeholders.
• Coordinated with the team with follow up/status of tickets.
• Monitored ETL process.
• Coordinate with development team to create ETL processes.

Business Analyst

Confidential

Responsibilities:

• Lead Business Analyst and tester.
• Worked with the stakeholders to elicit their requirements.
• Confirmed and wrote requirements in Serena repository.
• Tested and documented applications in HP quality center.
• Prepared and submitted reports to managers.
• Performed Database and data fix updates.
• Lead the team for smoke testing with deployment procedures.
• Designed and created organizational charts.
• Lead Tester for Webservices with SOAPUI using WSDL s.
• Performed Regression and Tracker testing routine.
• Logged Risk and Defect.
• Worked with ServiceManager to analyze, document and resolve application issues.
• Worked with other departments on Cross - Application testing.
• Created cases for CMS testing purposes.
• Used TOAD 12.1 (Oracle database) to run queries and make searches in Schema Browser.
• Entrepreneur/owned operated transportation business, self - employed.
• Worked as an apprentice in a small transportation company to learn the business. Skills acquired; registering business, costing transportation jobs, cost benefit analysis, map reading expert, cargo handling

IT Consultant

Confidential

Responsibilities:

• Worked with team to create test scenarios, test scripts and test data to support system functional testing.
• Communicated test results to team.

IT Consultant

Confidential

Responsibilities:

• Log, prioritize and categorize user calls using Remedy ticketing software and tracked them until resolved. Analyze and provide statistics to management on issues raised and resolved on a regular basis.
• Oversee help desk support to ensure that end user problems are resolved in a timely and effective manner, enabling users to access needed information and utilize technology resources effectively.
• Communicate with customers and stakeholders to assess support needs, assist in the identification of technology needs, and respond to customer service concerns
• Perform troubleshooting procedures and solve technical problems on computer hardware equipment, software, computer devices, components, network devices, and network connectivity. This includes, but is not limited to, MS Windows Desktop, laptops, thin clients, zero clients, scanners, printers, servers, MS Office products, MS Exchange and various commercial and government software.
• Identify and reassign tickets to other and categorize within the different fields of IT (i.e. Network Support, Desktop Support, Server Support, etc.) through Remedy Ticketing system.
• User account support and password reset using Novel Console 1
• Assign RSA Secure ID tokens to users and provide RSA support such as; token synchronization and token recovery via RSA Administrator
• Laptop Safe Boot endpoint encryption account administration and private key recovery using Symantec Endpoint Encryption system
• Supported and trouble shoot Phone conference calls and phone setup to the PBX system (Meet Me Conference from Verizon).
• Supported Citrix user, logged on CitrixXen server to resolve customer s issues.
• Assist with P2V migration to the VSphere client
• Configure and setup new VM for remote connectivity using VSphere and VM infrastructure
• Shadow user sessions on VM using VSphere to assist troubleshoot any connectivity issues

IT Technical Analyst

Confidential

Responsibilities:

• Supported hardware, software, and audiovisual equipment; Assisted in the installation, testing, operation and maintenance of computer software and systems. Assisted in scheduling and setting up the videoconference service for clients
• Instructed and assisted computer system users and provided customer support services to over four hundred customers. Coordinated resolution of incidents and problems.
• Supported Nortel VPN users.
• Managed Active Directory administration.
• Supported user with Dell, HP laptops, with 2003 office applications.
• Baseline hard drives using Confidential software.
• Reset user passwords on Citrix Presentation Server based applications. Did troubleshooting for user login issues relating to the Citrix Metaframe access clients. RSA security admin for Citrix. Administered all security accounts of various remote and VPN users through the RSA server.
• Technical Liaison & Information Management, General IT Support:
• Logged, prioritized and categorized user calls using ITSM (IT Service Management by FrontRange) ticketing software and tracked them until resolved. Analyzed and provided statistics to management on issues raised and resolved on a regular basis.
• Supported remote sites/users through SMS for immediate troubleshooting to all users throughout the organization.
• Configured network printers through Global address configuration.
• Did imaging on hard drivers for workstations and Laptops.
• Did Blackberry Intense Troubleshooting for the customers.
• Helped configure and develop computer hardware and software systems to satisfy functional needs.
• Acted as business analyst and project manager as needed.

IT Consultant

Confidential

Responsibilities:

• Logged, prioritized, categorized and assigned over 600 tickets in the Incident Management System, Remedy. Provided timely response, followed up with cases and escalated issues as appropriate. Informed clients regularly the status of the incidents.
• Provided second tier technical support for 400 desktop and laptop users on - site and remotely. Diagnosed and responded to client inquiries (face-to-face, by telephone and email) concerning hardware, software or operating systems problems
• Responded to over a number of 2000 Tier I support requests received via Remedy Help Desk requests or calls. Entered call data into the Remedy system. Provided timely response and follow-up to cases, escalating issues as appropriate. Documented incident/problem status and resolution.
• Installed, configured, upgraded and maintained desktop hardware and software such as laptops, desktops and printers for 200 users in headquarter.
• Supported travelers, prepared laptop computers for traveling staff; remote access tools and other requested software.
• Supported VPN users.
• Assisted in selection and evaluation of hardware and software appropriate to meet business needs. Worked with Vendors for price quotes, warranty replacements and software customization
• Assisted in scheduling and setting up the videoconference service for clients
• Configured, maintained, set-up audio-visual equipment for presentations and conferences.
• Dealt with Blackberry and smart phones in Warranty, did troubleshooting such as synch problems.
• Configured blackberries for clients. Added users to Blackberry server.
• Replaced and ordered old blackberries with newer versions and configured for all users.

IT Consultant

Confidential

Responsibilities:

• Kept 400 workstations up to date with appropriate Microsoft security patches, and other software updates
• Used Remedy helpdesk ticketing system, recorded over 2000 incidents and problem resolutions, kept the end - user informed during the process.
• Used SMS to remote to Desktops and troubleshoot/install applications.
• Used Confidential Imaging in deployment procedures.
• Administered 400 security accounts of various remote and VPN users through the RSA server
• Troubleshot 80 remote users through the Virtual server and virtual client.
• Documented 2000 incident status and resolution. Created bi-weekly reports of number of issues opened, resolved and closed.
• Trained and assisted end-users with the use of company standard applications such as MS Office applications and basic PC/network functions
• Performed Network Administration functions such as establishing user environments, directories and security profiles. Ensured and verified proper functioning of all network and computer resources using networking protocols and tools such as TCP/IP and anti-virus applications such as (McAfee)
• Used LANDesk Suite such as SMS to remote to Workstations and created tickets for the upcoming calls/issues.