Help Desk Support Specialist Gansevoort

Confidential

Computer Consultant

Installation, repairs, configuration, and troubleshooting of desktop software and hardware
System imaging/restore/data backup and recovery
Installation and configuration of wired and wireless networking
All versions of Microsoft Windows and Office user training

Confidential

Help Desk Support Specialist

Installation, configuration and troubleshooting of client desktop software and hardware
First, second and third level support for Exchange 2007/2010 mailboxes using all versions of Microsoft Outlook, Exchange ActiveSync iPhone and Android devices , BlackBerrys, and OWA
Created and maintain internal support procedures, templates, and customer support documentation
Utilize Active Directory to create and maintain mailbox and user accounts, groups, contacts assigning user/group permissions, forwarding, alias', and public folders

Confidential

Site Administrator

Managed Microsoft EA agreement True Ups via SCCM reporting
Participated and lead various projects to include design, configuration, implementation and upgrades
Active Directory and Exchange Administration
Budgeting for BlackBerry/cellular phones, laptops, desktops, software, printers and other related peripherals

IT Systems Specialist

First and Second level software and hardware support using BMC Service Desk Express ticketing system for over 1,000 employees in multiple world-wide locations using VPN and other remote desktop software
Created, deployed, and documented Windows images using Ghost and Windows deployment methods
Installation, training, compatibility testing, documentation and support for all versions of Microsoft Office
Inventory control of all related IT assets including PC's, laptops, cell phones, and other devices

Confidential

System Specialist/Consultant

Senior support Administrator/Technician for a public school district resolving all staff service requests
Installation, configuration and troubleshooting of desktop software and hardware PC imaging and software deployment packages Desktop/laptop rollouts and Active Directory Administration

Confidential

HARDWARE Installation, upgrade and troubleshooting of various motherboards, hard drives, video cards, power supplies, printers,, scanners, network adapters, digital cameras and multimedia projectors. Created, verified and ran CAT-5 cables.
SOFTWARE Windows XP, Windows Vista, Windows 7, Windows 8, MS Office XP, 2003, 2007, 2010, and 2013 Adobe products, VPN, Citrix, SharePoint, BlackBerry Server, Microsoft Lync, SharePoint 2007 and 2010, Data Protector backup software, Symantec Ghost, Windows Deployment Services.

OTHER

ACCOMPLISHMENTS

Successfully completed company internal Leadership training
Awarded IT Customer Service MVP award, 2009.
Created several IT/Help Desk policies, benchmarked and assisted with negotiating better pricing for company-wide computer systems.
Improved global Help Desk support model and was lead on team which designed, configured and upgraded the company Help Desk system to included customer satisfaction surveys, SLA's and metrics.