SKILL:

• English(Native), Spanish(Native)
• Systems / Applications Administrator
• Infrastructure Maintenance and Support
• Network Administration and management
• Microsoft O365, Exchange Server 2010
• Windows Server 2012, 2016
• Remedy, Service Now, Jira, ZenDesk, Footprints, Zoho
• Active Directory
• Microsoft SCCM
• Veritas Backup Exec
• Symantec Endpoint Protection
• Symantec Ghost Solution Suite
• Liberty
• SQL Server Anywhere Sybase Database administration
• Sage and Sage 2018 Accounting Software
• All Microsoft Administration Tools
• Logmein Rescue Applet
• Microsoft IIS

WORK EXPERIENCE:

Confidential, Oradell, NJ

Systems Administrator

Responsibilities:

• Introduced Imaging using Symantec Ghost Solution Suite
• Maintain and administer Microsoft Windows Server 2012, 2016 within a VMWare environment (8 Hosts, 75 Virtual Machines)
• Manage Office 365 user accounts and conducted account migrations.
• Utilize PowerShell in Exchange 2010 and Server administration.
• Set up time sensitive accounts and equipment to facilitate the onboarding process of new franchisee networking hardware including a firewall and a wireless access point.
• User account maintenance
• Microsoft SCCM Patch deployment and SCOM Alerting and Reporting
• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media
• Monitor ticket queues within the proprietary and Zoho helpdesk systems and work independently to complete requests and ensure customer satisfaction
• Maintain and manage VPN users through RSA SecurID to ensure full remote user access to internal network resources.
• Introduced Imaging using Symantec Ghost Solution Suite per company specifications and maintain department specific images
• Disaster Recovery - maintain a secondary location for business continuity
• Hardware - Cisco and Fortinet Firewalls, D-Link Wireless Access Points
• Manage backend databases to maintain frontend records utilizing SQL Anywhere
• Participate in scheduled weekend / evening on-site support work as well as remote on-call work on a rotational basis.
• Assisted leadership in business impacting technological decisions
• Act as a liaison between company and all IT vendors
• Train company users on IT systems as well as IT team members on hardware and software support.
• Create documentation for KEDB and technical reference
• Avaya phone systems management and support, configured and setup new phones and softphones
• Domain Management
• DNS and DHCP management

Confidential, Morristown, NJ

Help Desk Analyst

Responsibilities:

• Lead Imaging and deployment technician for laptop upgrades and day 1 new hire starts
• Saved company over $10,000 in laptop costs by upgrading existing machines with spare parts and peripherals
• Assisted in managing Laptop and all required peripherals stock (Monitors, Printers, Docking station, mice and keyboards)
• MBAM administration
• MS Office 2013 / O365
• Macbook provisioning and repairs
• BlueJeans Cloud Tele-Video Conferencing
• Landesk / Kaspersky AV
• Remote user support
• Sharepoint access management
• User account provisioning
• Laptop deployment imaging and configuration
• ZenDesk Ticketing system
• Egnyte Cloud based file storage
• ImageRight Cloud based Documents storage
• Active Directory account administration
• Printer troubleshooting (HP / Canon)
• RSA Secure ID Soft Tokens support
• Cisco AnyConnect VPN support
• Insurance based intranet applications troubleshooting
• Mobile Iron Mobile Device Management (iOS and Android)
• VIP / Executive Support

Confidential, Ramsey, NJ

Service Desk Analyst

Responsibilities:

• Supported Confidential ’s 40,000 user base remotely and 2000 users locally across 2 campuses
• Use of Remedy ticketing system
• LanDesk use to remote into user’s machines and resolve issues as well as update software packages and deployment of OS images.
• Role was 75% phone support 25% deskside assistance.
• Active Directory account management.
• Managed users Security groups via Intranet function and Active Directory security groups
• Confidential proprietary printer troubleshooting via software updates
• Antivirus support via McAfee
• Assisted user’s with E-mail filtering to ensure business communications were functional
• VPN Cisco AnyConnect setups for users and troubleshooting as well as security group
• Citrix virtual environment assistance in the scope of providing user’s Active Directory group access and setting up software
• User desk setup for new hires and hardware support for existing users
• Wifi account access for campus guest users on a temporary basis depending on their time of visit. iOS and Android Mobile device support
• Corporate Google Mail support
• White glove support to VIPs

Confidential, Ridgewood, NJ

Information Systems Analyst

Responsibilities:

• Role was hospital based and consisted of 100% Phone support
• All users were VIP per hospital policy as medical providers, especially patients.
• Assisted hospital personnel with troubleshooting of Electronic Medical Records software - Meditech
• Support provided for following hospital applications: AthenaNet, Syngo, Dragon, Groupwise, Aspire, Allscripts, Kaufman Hall, PACs, MyPath, API, HomeCare HomeBase
• Technologies used to provide customer support were as follows: Active Roles, Symantec Altiris, Bomgar, Footprints Ticketing System, Citrix, Pulse Secure VPN, McAfee Endpoint Encryption, RDP, Solarwinds
• Majority of issues received required escalation to various application support teams, or 3rd party vendor bridges.
• Monitoring network outages via Solarwinds, and opening bridges immediately when an outage was seen.
• Assigning tickets to appropriate teams from ticketing que within Footprints.
• Network and local printer support, through print server.
• Drive encryption recovery via 3step security verification within McAfee,
• User password resets and account lockouts within Active Roles, as well as AthenaNet and Groupwise.
• Assisted Doctors and Nurses with charting and documentation within Meditech.

Confidential, Edison, NJ

Tech Consultant

Responsibilities:

• Junior project management
• Service Now Ticketing System
• ITIL V3 Foundation Certified
• Knowledge Transition Management
• Client presentation for Service Desk project.
• Ticket Dump Analysis
• Avaya IP Phone configurations and setup
• Laptop Recycle project
• Application testing of automation for Service Desk purposes. ( User account unlocks, self-service password resets )
• Contributing to Known Error Database with weekly reports.
• VIP / Executive Support

Confidential, Parsippany, NJ

Service Desk Analyst

Responsibilities:

• Footprints Ticketing System
• Mobile Device Support
• VIP support
• Ticket Que Managing - Assigning tickets to appropriate teams depending on severity and necessity, IP Phone team, Server Support Team, Proprietary applications teams.
• Peoplesoft - Providing users security roles dependent on manager approval
• New Employee Profiles - Creating AD account and setting up exchange email, creating Lync server account.
• AirWatch - Enterprise Mobile Device Management.
• AirGuest - Wifi account management system.
• SolarWind- WAN management system
• Companywide outage notifications depending on severity
• Interdepartmental Weekly reports meeting.
• AirWatch - iOS Mobile Device Management

Confidential, Jersey City NJ

Help Desk Analyst

Responsibilities:

• Active Directory - Account provisioning and de-provisioning, password resets, account unlocks, Distribution List account creations
• Group Policy Objects - Distribution List access
• Supported VIPs across all facets of business IT related business functions
• Microsoft Exchange Server - User Mailbox Setup, Distribution Mailboxes, Interpersonal Mailbox creations
• Remote Server Assistance ( Citrix, Cisco Anyconnect)
• Jira Ticketing - Replying to user submitted tickets and diagnosing and troubleshooting their issues in order to maintain productivity
• Amazon TT ticketing ( Remedy Ticking System )
• Warehouse Management Systems, UAT, Intranet ( Proprietary Amazon Web based shipping and product catalog )
• Video Conferencing Setup
• Casper Injections for Mac OSx imaging iMac Refresh
• SQL Connection troubleshooting.
• PC /VoIP Phone Provisioning
• Cisco IP Phone Configurations and setups.
• Customer Service
• Microsoft Outlook 2010,2013
• Gemalto Tokens Setup
• Network Cable patching.
• Large Scale Projects involving user moves.

Confidential, Franklin Lakes NJ

Deployment and Migration Technician

Responsibilities:

• Primary Deployment Technician deploying to 1500 Users.
• VIPs were supported immediately via direct line to all engineers.
• Use of Remedy Ticketing System to support clients
• HDD Retention on retrieved laptops.
• Support center client walk-in troubleshooting
• Active directory password resets
• Domain Profile rebuilds
• VPN Token account setups
• Data Migration
• Phone support to remote users
• Local and Network Printer setup
• Windows Profile Rebuilds