SUMMARY:

Senior Level Computer Technician/IT Support Specialist with over 21 years of experience in the installation, configuration, and maintenance of Microsoft Operating Systems and Office Applications in a large, fast - paced, networked environment. Strong communication, hardware diagnostic, troubleshooting, repair, and problem solving skills. Well organized and detail oriented with the ability to manage multiple priorities without compromising quality standards. Proficient with Confidential 9001 standards and audits.

PROFESSIONAL EXPERIENCE:

Confidential, Pedricktown, NJ

Network Administrator/Desktop Support Technician

Responsibilities:

• Performs systems administration tasks in a managed network environment and across a diverse set of servers and applications, including Microsoft Exchange, Active Directory, SQL Server, Office 365, Accellos, RAMP, and WMS systems and in-house applications.
• Coordinates, supports, and executes infrastructure operational activities and project deliverables as directed. Administer systems as needed.
• Logs and tracks calls using the ZenDesk ticketing d Confidential base and maintains history records and related problem documentation.
• Calls software and hardware vendors to request service regarding defective products.
• Develops materials regarding any IT application being used through the company.
• Maintains and troubleshoots all IT related hardware and software issues (Printers, Laptops, Desktops, Mobile Devices, Telephones, RFID, LAN and WAN connections, VPN, Software, etc.).

Confidential, Pedricktown, NJ

Help Desk/Desktop Support Technician

Responsibilities:

• Answered, evaluated, prioritized and resolved incoming help desk tickets through ConnectWise system, telephone, voice mail, and email and in-person requests from users experiencing problems with hardware, software, networking and other computer-related technologies.
• Interviewed users to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Determined whether problem is caused by hardware such as modem, printer, cables or telephone.
• Handled problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Logged and tracked calls using ticketing d Confidential base, and maintains history records and related problem documentation.
• Called software and hardware vendors to request service regarding defective products.
• Tested software and hardware to evaluate ease of use ensuring products will aid user in performing work.
• Developed materials regarding any IT application being used through the company.
• Built workstations and laptops as required using the automated processes.
• Coordinate hardware problems with the appropriate vendor.
• Installed personal computers, software and peripheral equipment.
• Perform administrative tasks on the Active Directory/Exchange servers
• Maintained equipment checkout documentation and ensure available equipment is ready for checkout at all times.

Confidential, Bensalem, PA

IT Technician

Responsibilities:

• Provided technical support to end users on various issues relating to performance or use of the hardware or software via service requests, phone, or email.
• Worked with off-site users on remote connection issues, as well as WAN, LAN, and VPN problems.
• Documentmented, maintained, upgraded, or replaced hardware and software for end users.

Confidential, Logan Township, NJ

Computer Support Specialist

Responsibilities:

• Performed various hardware and software troubleshooting, networking,, setup, upgrading, clean up and repairing to multiple independent and residential clienteles, including Wi-Fi, virus removal, Microsoft Windows updates/drivers, and complete system builds.

Confidential, West Deptford, NJ

Operations Manager

Responsibilities:

• Ensured operations ran as planned through answering questions, increasing productivity in existing processes, systems, and problem resolution.
• Prepared reports and records on department activities for upper management. Managed the development, maintenance, and delivery of custom reports.
• Provided work directions, resolved problems, prepared schedules, and set deadlines to ensure timely completion of work, efficiency, and economy.
• Guided, coached, and trained operations personnel as necessary. Initiated or authorized employee hire, promotion, discharge, or transfer. Discussed performance reviews and career planning with team members.

Quality Control Project Supervisor

Confidential

Responsibilities:

• Coordinated with the receiving department to verify the incoming product volume would comply with the current Service Level Agreement (SLA) conditions.
• Distributed and assigned incoming workloads to appropriate qualified technicians.
• Interacted with Project Administrators to resolve customer service related issues.

Confidential, Mount Laurel, NJ

Technical Services Administrator

Responsibilities:

• Managed, scheduled, and completed repairs for customers with network, server, computer, laptop, and printer problems.
• Assisted in installs/moves of multiple projects for large Confidential 500 companies.
• Team Leader for a 1000 piece computer image/deployment project that resulted in the assignment being under budget and ahead of schedule.
• Scheduled technicians for emergency service calls with a response time of less than 24 hours.

Confidential, Swedesboro, NJ

Repair and Troubleshooting Supervisor

Responsibilities:

• Maintained and supervised a staff of 12 Repair Technicians over two 12 hour shifts, six days a week.
• Worked with Product Engineers to overcome hardware supplier’s reworks, which resulted in higher production numbers.
• Lowered Confidential inventory from $75,000 to $6,000 over a three month period.
• Initiated communication with hardware vendors to expedite Confidential product for RMA testing.
• Implemented and fostered Confidential 9001 standards throughout the department and had zero findings during the most recent audit.
• Achieved a 98% accuracy rate of Confidential inventory.

Senior Repair and Troubleshooting Technician

Confidential

Responsibilities:

• Diagnosed, configured, repaired, and tested Confidential and damaged products under manufacturers’ warranty standards.
• Answered, evaluated, and prioritized incoming telephone calls, e-mail, and in-person requests for assistance.
• Logged and tracked service calls using problem management d Confidential bases.
• Maintained history records and related problem documentation. Handled problem recognition, research, isolation, resolution and follow-up for configuration problems.
• Provided support to technicians and employees experiencing problems with hardware, software, networking, and other computer related technologies.
• Worked extended hours during the 9/11 tragedy for emergency replacement of systems lost at the World Trade Center and Pentagon.

Senior Level Configuration Technician

Confidential

Responsibilities:

• Assembled and configured hardware and software on desktops, laptops, workstations, and servers running Windows 2000/NT Workstation/Server, Windows 98/95, and DOS/Windows 3.x
• Managed large groups of technicians on road trips to companies other facilities across the country to ensure large configuration orders shipped to customers on time.
• Assigned to high profile accounts to guarantee accurate configurations.