SUMMARY

• Extensive experience in providing IT Service to end users.
• 8 years of providing Helpdesk/Desktop support to scientists and end users in Lab environment during work.
• Provided support on XP, Win7, Microsoft Office, Cisco, Nortel, Linux and Unix products, as well as active directory, Blackberry/PDAs, IPhones, IPads, Wi - Fi, Desktop, Servers, Printers, Lotus Notes, Avaya and many more.

PROFESSIONAL EXPERIENCE

Confidential

Jr. Business Analyst

Responsibilities:

• Working in acquisitions as the IT liaison
• Installing all equipment after acquiring a new company
• Deciding what equipment will be needed before an acquisition takes place
• Work closely with carriers and vendors to ensure orders are completed in a timely manner.
• Creating Windows 7 Image for desktops and laptops, using Dell Kace
• Managing user accounts through Active Directory
• Imaging machines for new hires, and repairing damaged Lenovo and Dell laptops
• Ordering all equipment, using business account
• Setting up Exchange on IOS equipment. ( Ipad & Iphones)
• Minor Troubleshooting on 27” iMac’s
• Remote to other computers using WebEx
• Updating One Note knowledge base
• Completing tickets in Ontime
• Participate in the development and implementation of overall controls and processes.
• Implementing new company software
• Implementing company-wide Dell rollout using Latitude E5550 & 7450, Optiplex 7020 & 9020, and XPS 13’s for Executives
• Continuously review and recommend transaction improvements.
• Encrypting hard drives and managing them using WinMagic

Confidential

Responsibilities:

• Windows 7 Migration, migrating machines from Windows XP to Windows 7
• Adding and removing users from Active Directory
• Networking Xerox printers for users
• Adding and removing Microsoft Applications
• Setting up Avaya communicator and agent for users
• Closing out tickets, using Remedy
• Answered all incoming calls, emails, and voicemails
• Conducted mild trouble shooting and problem solving.
• Filed cases for calls using BMC Magic
• Remote controlling into PC's & Macintosh computers using Landesk
• Trobleshooting Mac All-In-One, mapping drives for users.
• Virus Scans using McAfee anti-virus & Malware Bytes
• Ordered and authorized digital receivers for Motorola affiliates.
• Instructed affiliates through IRD installations of Motorola receivers DSR4402x, 4400MD, 4500
• Monitor Remedy 7.5 for trouble tickets
• Repair Lenovo T400's & X200's
• Perform basic desktop hardware and software upgrades
• Replace keyboards, LED screens, Wireless for (WiFi), LED cables
• Troubleshoot remote user's laptops
• Install printer drivers
• Providing 2nd level technical support, problem management for end users on the complex issues regarding computer operations and networks including installations, setups, error messages, on-line transactions, system status, and ticketing procedures.
• Troubleshooting LAN communications issues and apply appropriate hardware or configuration changes to restore connectivity for users locally and remotely.
• Monitor the network to ensure its availability to all systems and users and perform the necessary maintenance to support the network availability.
• Performed tasks related to answering customer inquiries received via telephone, in person, or through applications and correspondence. Interacted with customers; provided program information, rules, policy and procedures.
• Install Cisco IP Phones 6000 & 7900 series (7945 & 7965, and CTIOS software as of right now), and setup ATA Devices
• Installed & configured Cisco Unity software and Cisco CIM software on a daily basis
• Active Directory changes
• Installed and configured Lotus Notes 7.5 as well as the ticketing system Remedy 7.5
• Providing Tier 2 and Tier 3 technical support, problem management for end users across numerous issues and clients in a high pressure environment.
• WAN/LAN troubleshooting/problem determination. (Ethernet, VTP, Token Ring)
• Develop, maintain, and document operational policies and procedures.
• Professional Level experience Provisioning and configuring Switches for Voice and IP Telephony.
• Answer all incoming calls
• Install Office Communicator
• Troubleshooting IOS software
• Mildly Troubleshoot Iphones and Ipads
• Install Lotus Notes ID's
• TCP/IP troubleshooting and other Ethernet/Remote Access issues, desktop and laptop hardware experience
• Troubleshoot RSA Tokens, as well as issue soft tokens
• Navigate system using HP Service Desk, as well as Share Point knowledge base
• Helping clients gain access to Microsoft Exchange
• Project Management on mobile devices
• Virtual hosted desktop infrastructure and/or Citrix

Confidential, Horsham, PA

Commercial Technical Analyst

Responsibilities:

• Responsible for IT support for End Users.
• Answer all incoming calls
• Add Static IPs to modems
• Troubleshoot HD receiver & cable modems
• Troubleshoot VOIP
• Provision telephone service using Orderpath
• Monitor Switches & CMTS using Solarwinds, as well as approve Kronos reports.
• Telnet into switches to view VLAN's
• Troubleshoot cable modems, Digital receivers, as well as IPT

Confidential, Philadelphia, PA

Blackberry Analyst

Responsibilities:

• Manage multiple Blackberry servers concurrently
• Supported Blackberry and PDAs to synchronize data and email (Groupwise servers) to user laptops and desktops
• Order and replace all Blackberry smart phones
• Activate and configure users Groupwise accounts on the BES
• Manage and maintain all air cards for laptops
• Activate & configure users Groupwise accounts on Notify for Iphones, as well as Ipads
• Working with IOS & Android software
• Install drops on network switches that are about to be activated.
• Telnet into switches, so they can be setup to configure ports
• Setup AP wireless receivers, as well as configure VOIP phones
• Monitored Switches using Solarwinds
• Project Management for Mobile phones
• Advanced understanding of TCP/IP and demonstrable Data-Networking, which includes Cisco Routers, and Circuit troubleshooting, also working with Nortel, and PBX system.
• Professional Level experience Provisioning Switches for Voice and IP Telephony

Confidential

Brew Tester

Responsibilities:

• Test all cell phone applications
• Report all bugs that were found and the steps to reproduce the error.
• Test any errors that were found on other phones from the cell phone provider.

Confidential, Philadelphia, PA

Help Desk Technician

Responsibilities:

• Answer all incoming calls and file a case using Heat Software.
• Processed password reset's, as well as synch clients Blackberry's, and Secure Id tokens for VPN
• Conducted mild trouble shooting with Thomson One software.
• Active Directory support (Account and domain creation and Password reset)
• Supported PC Ghosting & Re-imaging, PC installation, PARMING and configuration ; Local & network printers; Third party software backups and restores ; Server Backups and file restoration support
• Remote Access support using Symantic PC Anywhere, Windows Remote Assistance, or Alteris to Troubleshoot software/hardware, desktop, laptops, servers and networking issues (TCP/IP)
• Printing - queue setup
• Microsoft Forefront/Windows Firewall

Confidential, Norristown, PA

Help Desk Technician

Responsibilities:

• Answer help desk calls and completed call logs in Lotus Notes.
• Monitored online web events for the day ensuring all users are able to login and view event.
• Ensured audio streams functioned appropriately over the web.
• Created usernames/passwords for the companies clients.

Confidential, Philadelphia, PA

Information Services Technician/ User Administrator

Responsibilities:

• Traveled throughout hospital buildings upgrading PC's using Windows 98 or later, with Microsoft XP Professional.
• Completed inventory of all hospitals PC's.
• Implemented new users onto network, along with assigning printers to each PC