Summary:

Hands-on experience managing/supporting corporate user environments from 10 to 500 on site users and up to 50,000 remote corporate users. Managed groups of 5 to 21 support technicians. Managing vendor relations. Responsible for building, imaging, hardware and software upgrades, roll outs, end user installation, LAN/wireless connectivity, email configuration, drive mappings shares, local permissions, active directory, jack network blade connection troubleshooting, hard drive encryption, anti-virus installation support, creating-maintaining documentation. SCCM - Remote desktop support/software installation/ imaging/updates/asset inventory. SLAs for Call Center/Help Desk and Desktop support. Ms Windows XP/7, Ms Office '03/07/10 Outlook '03/07/10, Lotus Notes 6.5-8.5, Mac OS X 10.5/.6/.7/.8, Email configuration for Blackberry, Palm Pilot, iPhone, iPad, Droids. Monitoring network printers, disk space, servers, workstations, backups, security, system logs,

Confidential

• Providing IT consultation support services for individuals and small businesses.
• Hardware/software installation, network/internet connectivity troubleshooting, mobile device support.
• Ms Windows XP Ms Windows 7 Ms Office '07-'12 Outlook 2010 Ms AD Mac OS X 10.5/.6/.7/.8

Systems Business Analyst

• Brown Brothers Harriman, Boston, MA- Sr Executive Tech Support Representative. Pre thru Post move support
• of 1600 users to new location. WinXP to Win7 Upgrade/Refresh/VDI rollout. Lotus Notes 9.0 upgrade.
• ABT Associates, Cambridge, MA - AGI Project Sr Technical Coordinator of 21 technicians. SharePoint Project- Sr
• Technical Coordinator of 18 technicians. Single Sign On Validation Project. Sr Technical Coordinator of 15 technicians.
• 1000 user migration to Lync/Office 365 Sr Technical Coordinator of 15 technicians.
• Episcopal Divinity School, Cambridge, MA Office 365 post migration system troubleshooting.
• MindSHIFT Technologies, Waltham, MA - Providing laptop building/config/deploy/technical support for 3 charter schools.
• Demandware, Burlington, MA Technical Writer: Reorg technical documentation for desktop policies and procedures.
• Ms Windows 7 Ms Office '07-'12 Outlook 2010 Ms Active Directory

Confidential

Sr Technical Support Specialist

• Provided 2nd and 3rd level support for production problems.
• Monitor, support, repair, and maintain technology equipment, image PCs.
• Monitored network, server application performance, availability and connectivity.
• Supported file/application server software, hardware, VM users.
• Active Directory: Reset/Unlock user accounts. Add/Remove Enable/Disable user/computer to/from domain.
• SCCM -Remote desktop support, software installation, imaging, asset inventory.
• Maintain and created technical procedure documentation as pertained to Help Desk.
• Ms Windows XP Ms Office '03-'07 Lotus Notes 8.5 Ms Active Directory

Confidential

Desktop Technical Support Consultant

• Supporting 500 user for 2 site environment.
• Altiris deployment for PC build refresh project. Remote desktop support, software installation, imaging, asset inventory.
• Performed pc/printer installations, configurations, network/wireless connectivity.
• Active Directory administration: Reset/Unlock user accounts. Create/Remove/Modify users.
• Add/Remove users to/from grps. Create/Remove/Modify computers. Enable/Disable user/computer
• accounts. Add/Remove computers to/from domain.
• Maintain Help Desk technical procedure documentation.
• Ms Windows XP/7 Ms Office '03-'07 Ms Outlook 2010 Ms Active Directory

Confidential

IT Support Technician

• Supporting 725 users with NY Life sales software.
• Performed pc/printer installations, configurations, troubleshooting of network/wireless connectivity issues.
• SCCM -Remote desktop support, software installation, imaging, asset inventory.
• Systems data recovery. Removal of spyware and virus infiltration.
• Email configuration for Blackberry, Palm, iPhone, Droids, etc.
• Installed/supported hard drive encryption.
• Update/Create technical standard operating procedure documentation.
• Ms Windows XP/Vista/7 Ms Office 2007 Ms Outlook '07-'10 Ms Active Directory

Confidential

Technical Support

• Providing IT support for individuals and small businesses.
• Hardware/software installation, network/internet connectivity issue troubleshooting.
• Ms Windows XP Ms Office '03-'07 Outlook Lotus Notes 6.5 Ms Active Directory

Confidential

LAN Server Consultant/Technical Analyst

Reporting to Stop Shop's Lead LAN Technology Development Specialist.

• Collaborating with 2 Sr Infrastructure Portfolio Mgrs and Sr End User PC Specialist.
• Queering access databases, collection, analysis and documentation of data.
• Compiling of network inventory asset data.
• SCCM -Remote desktop support, software installation, imaging, asset inventory.
• Working within the LAN server/desktop support environment.
• Evaluate/Update/Create technical standard operating procedure documentation.
• Producing Ad-Hoc reports.
• Ms Windows XP Ms Office 2003 Lotus Notes 6.5 Ms Active Directory

Confidential

Sr IT Systems Consultant

• Meet with vendors, evaluated products for disaster recovery, SQL and network storage.
• Negotiated/resolved vender SLA conflicts.
• Evaluate/Revise IT documentation policies and procedures.
• Document IT infrastructure policies and procedures.
• Reconciliation/updating asset management database.
• Planning of laptop encryption software implementation.
• SCCM -Remote desktop support, software installation, imaging, asset inventory.
• Active Directory administration: Reset/Unlock user accounts. Create/Remove/Modify users.
• Add/Remove users to/from grps. Create/Remove/Modify computers. Enable/Disable accounts.
• accounts. Add/Remove computers to/from domain.
• Updating backup/disaster recovery plan documentation.
• Ms Windows XP Ms Office 2003 Ms Outlook 2003 Ms Active Directory

Confidential

Information Technology Manager

• Managing network, servers, data warehouse and desktop support.
• Managed creation of technical documentation for standard operating procedures.
• Proposed recommendations concerning new initiatives of reorg.
• Documented pertinent information for assessment meetings regarding restructuring.
• Managing disaster recovery planning and anti virus protection policies documentation.
• Active Directory administration: Reset/Unlock user accounts. Create/Remove/Modify users.
• Add/Remove users to/from grps. Create/Remove/Modify computers. Enable/Disable accounts.
• accounts. Add/Remove computers to/from domain.
• SCCM -Remote desktop support, software installation, imaging, asset inventory.
• Administered documented technical support processes.
• Evaluating IT infrastructure systems current state.
• Managing vendor relations and software licenses.
• Establish/update network configurations/diagrams.
• Ms Windows XP Ms Office 2003 Outlook '03 Ms Active Directory

Confidential

Project Coordinator/Technical Analyst/Application Support Specialist

• Project Coordinator/Technical Analyst for Adobe Creative Suite 3 software upgrade.
• Coordinating, documenting, scheduling and tracking upgrades.
• Post project support and trouble shooting.
• Ms Windows XP Ms Office 2007 Outlook '07 Ms Active Directory

Confidential

Infrastructure Services Technical Project Mgr/Sr. IS Consultant

• Technical Project Manager for laptop encryption software evaluation rollout implementation.
• Processing, completing and supporting end users submitted request.
• SMS -Remote desktop support, software installation, imaging, asset inventory.
• Maintain and created technical procedure documentation as pertained to software implementation.
• Involved in Ms Windows migration 2000 to XP and active directory migration.
• Ms Windows XP Ms Office 2k 2003 Outlook Lotus Notes 6.5 Ms Active Directory

Confidential

Technical Project Manager/Sr. Desktop Technician III/Sr. Help Desk Analyst

• Technical PM for Dell laptop battery recalls involving a base of 20,000 machines.
• Involved asset tracking, data analysis documenting and customer contacting.
• Technical PM for reconciliation of laptops for encryption software upgrade.
• SMS -Remote desktop support, software installation, imaging, asset inventory.
• Team supported 50,000 static mobile users .
• Involved in Ms Windows migration 2000 to XP and active directory migration.
• Supported Citrix Access for remote users.
• Ms Windows 2k XP Ms Office 2k '03 Outlook Lotus Notes 6.5 Ms Active Directory

Confidential

Information Systems Business Analyst

• Analyzing captured data in support of 12,000 retail stores in N. America during NT to XP migration.
• Teamed with Senior IS Business Analyst Project Leader analyzing core causes of long standing issues.
• Advised on issues related to Helpdesk procedures, ticket creation, work approach and problem resolution.
• Met with IS managers XP rollout implementation team to evaluate problem management.
• Involved in Ms Windows migration NT to XP and active directory migration.
• Documentation of all analytical data, present data and suggest best practices for resolutions.
• Delivered presentation of analyzed data report to Continuous Improvement Committee.
• Ms Windows NT XP Ms Office 2k Outlook Ms Active Directory

Confidential

Sr. Service Desk Support Analyst

• Supporting a static mobile work force 31,000 users N. America .
• Permissioning software, folder, group, security access allocation, password resets, Blackberry's,
• Palm Pilots, Data storage allocation request. Cisco IP phones, desktops, laptops printers.
• Environment supported includes CEO and descending, Laboratory scientist, Sales
• and Legal in global work environment: Japan, Asia, Europe, and N. America.
• Involved in Ms Windows migration 2000 to XP and active directory migration..
• Supported Citrix Access Suite for remote users.
• Maintain and created technical procedure documentation as pertained to Help Desk.
• Active Directory administration: Reset/Unlock user accounts. Create/Remove/Modify users.
• Add/Remove users to/from grps. Create/Remove/Modify computers. Enable/Disable accounts.
• accounts. Add/Remove computers to/from domain.
• Trouble shooting MS Office suite, Lotus Notes, 3,500 software catalog applications.
• Remoting to 90 of call volume using Vantive Offer Help software.
• Ms Windows 2k Ms Office 2k Lotus Notes 6.5/7.0 Ms Active Directory

Confidential

Help Desk/Desktop Support/Data Center Technology Specialist

• Software supported Meditech healthcare applications. Meditech Printing,
• Dictaphone, PICIS, MT cross-overs, EMR, MT PCM, MEDQM, Report
• Express, Khronos, Payrollmation, Citrix, MetaFrame, Seanet, PKI-VPN Connectivity,
• AMICAS, Med Track, Kiosk. configuration, networking, maintenance.
• Network/Data Center monitoring HP Insight Mgr, Egate, server backups logs.
• Supported Citrix Access for remote users.
• SMS -Remote desktop support, software installation, imaging, asset inventory.
• Active Directory administration: Reset/Unlock user accounts. Create/Remove/Modify users.
• Add/Remove users to/from grps. Create/Remove/Modify computers. Enable/Disable accounts.
• accounts. Add/Remove computers to/from domain.
• Maintain and created technical procedure documentation as pertained to Help Desk.
• Involved in Ms Windows migration NT to XP and active directory migration.
• Ms Windows NT XP Ms Office 2k Lotus Notes 6.0 Ms Active Directory

Confidential

Customer Technology Services Core Help Desk Intermediate

• Internal Clients supported Janus, Gabelli, Citigroup, DeutscheBank, Merrill
• Lynch, Morgan Stanley, State Street, Wells Fargo, Oppenheimer, Bloomberg,
• Reuters, Trade, Federated, Smith Barney, Putnam and Mellon.
• Worked with remote teams in New York preparing and configuring move
• of 225 new personnel from Deutsche Bank acquisition to insure complete
• workstation, email and telephony connectivity.
• Active Directory administration: Reset/Unlock user accounts. Create/Remove/Modify users.
• Add/Remove users to/from grps. Create/Remove/Modify computers. Enable/Disable accounts.
• accounts. Add/Remove computers to/from domain.
• Supported 12,000 user corporate network in 12 Boston locations, 7 regional
• offices, Texas, Los Angeles, Michigan, Georgia, England and Germany.
• Involved in Ms Windows migration 2000 to XP and active directory migration.
• Creating and updating technical and procedural documents.
• Ms Windows 2k XP Ms Office 2k Outlook Lotus Notes 6.0 Ms Active Directory

Confidential

• Automation Processing Leader - Clerk
• Automated Bar Code Scanner/Sorter Operator. Coordinated processing.
• Confidential
• Technical Project Manager/Site Administrator/Sr PC Networking Specialist II
• Technical PM for Boston Financial Data Services and Wells Fargo Financial Services.
• Technical PM for Wells Fargo Mutual Funds Cyber Agent.
• Technical PM for Wells Fargo Mutual Funds on Fax-In project.
• Testing new workflow applications and adjustments.
• Technical PM of global project for Laptop ordering, building and deployment.
• Acting IT Site Administrator 200 executive users 100 transfer agents - 1yr.
• Administered managed on-site technical support processes.
• Involved in Ms Windows migration NT to 2000.
• Maintain and created technical procedure documentation as pertained to site support staff.
• Ms Windows NT 2k Ms Office 2k Outlook Lotus Notes CC Mail Ms Active Directory