TECHNICAL SKILLS

Hardware: Dell, Gateway, NCR, Toshiba, Packard Bell, Compaq, Sony, Acer, IBM, clones. Experienced and knowledgeable in all forms of hardware necessary to build, service, maintain and operate these machines. Has experience with major computer peripherals such as scanners, fax/modems, Network cards, printers, and media devices.

Software: Remedy, Service Now, HP Service Manager, Track - It, Avamar Backup and Restore, VMware ESX, Bomgar, Salesforce.com, MS-Office 97-Office 365, Corel WordPerfect, MS-Works, Adobe PageMaker, MS-Internet Explorer, Windows XP Pro Active Directory, and Lockout Tool, Microsoft Visio, MS-Front Page 98, Wingate, WinFax Pro, Microsoft SCCM, Norton Utilities, Norton Antivirus, Symantec Ghost, Adobe Photoshop 7.3, large knowledge of most third party shareware and a host of proprietary software.

Operating: MS-Dos 6.22, MS-Windows 3.x, and MS-Windows for Workgroups, MS-Windows 95, Windows 95 version B, MS-Windows 98 & SE, MS, Windows Server 2000/2003/2008 , Windows XP Professional, Windows 7, Windows 8, 10, and MAC experience.

Network: MS-Windows 95, 98, NT Workstation, MS-WorkgroupWindows 2000- Windows 10 Networking, Cisco routers, MS-Windows Vista Ultimate & Home Premium, Zenworks

Printers: HP Printers local and network, Ricoh network printer, scanners, and dot matrix printers.

PROFESSIONAL EXPERIENCE

Confidential

IT Technician

Responsibilities:

• Assist the IT Director in supporting and maintaining information technology to meet the City's business needs and goals
• Changes user’s password to ERP system JDEdwards.
• Assists in maintaining software and hardware related to Brooklyn Center Police Department Secured Access Control, Tritech Software Systems, Computer-Aided Dispatch, Records Management (RMS), License Plate Recognition (LPR), Arbitrator 360 (squad video and body cameras), and related infrastructure and the interfaces that connect these systems.
• Update computer for all Brooklyn Center Fire houses including desktops, touchpads, and laptops.
• Remove drive from squad to manually upload videos to server when back logged.
• Performs helpdesk functions that includes troubleshooting of computers, printers, multi-function devices, IP telephony, and a wide range of hardware and software.
• Responsible for resolution of helpdesk requests that include troubleshooting and communicating solutions to users as they relate to network, computer hardware and software, and IP telephony.
• Configures, installs, deploys and maintains IT hardware and software on computers, printers, multi-function devices, scanners and other related IT equipment.
• Assists with maintaining the Citywide IT hardware and software inventory.
• Assists in the training of City IT users on hardware and software applications.
• Handles emergency calls for support in the absence of the IT Director or as needed.
• Performs other duties and assumes other responsibilities.

Confidential

NOC Engineer

Responsibilities:

• Provides end user support of all managed IT clients and internal Computex employees.
• Works independently to resolve prioritized requests while maintaining accurate and thorough documentation, complete ticketing history to document analysis, diagnosis, and resolution plus future preventive actions.
• Follows a prescribed trouble-shooting methodology to resolve customer requests consistently and efficiently.
• Recognize and document recurring problems and patterns of problems within the environment.
• Appropriately determines when to escalate to the next level of support.
• Create and maintain knowledge procedures.
• Provides holiday on call support as part of a rotating schedule.
• Experience diagnosing unknown problems with customer software, hardware, or other network issues.
• Proven ability to collaborate with other support teams on diagnosing issues, introducing new technologies, and facilitating improvement of support desk capabilities to resolve more issues.
• Applying updates to servers.

Confidential

Technical User Support Analyst

Responsibilities:

• Perform hardware and software support on end-user laptops and desktops. This includes replacing hardware components such as system boards, hard drives, keyboards, displays, backing up end-user data, imaging the machines with Windows 7, restoring end-user data.
• The contractor will also be responsible for assisting clients in the configuration of mobile and tablet devices such as iOS (iPad/iPhone), Android, and Blackberry.
• Provide in person, phone, or electronic technical support as appropriate for software (internally developed applications, productivity applications, computer operating systems, and internet applications) and hardware (printers, desktops, laptops, drivers, monitors, and MHDs).
• Determine effective resolution of issues by troubleshooting and analyzing computer system errors of moderate to difficult scope where analysis of situations or data require an in-depth evaluation.
• Isolate and determine root cause of technical problems escalated from the Service Desk based on client input, Service Desk analysis, and remote management technology.
• Interact with internal and/or external escalation resources to resolve complex technical issues.
• Answer questions surrounding the installation, usage, and training on hardware and software products.
• Record pertinent information about all incidents and resolutions to ensure client satisfaction.
• Support end user moves

Confidential

Network Operations Analyst

Responsibilities:

• Configured Cisco and Aruba switches, routers, APs for use throughout organization.
• Used Solar Winds to monitor network devices at CP locations.
• Used Solar Winds resolve network issue with switches that have gone down
• Made changes in Solar winds for devices across the organization.
• Assisted network engineers in making changes and setting up Cisco and Aruba switches.
• Used putty to connect to switches, routers, and APs in network environment.
• Monitored video of train locations here and in Canada.
• Configured Digi devices as a backup for Internet access in case of site going down

Confidential

Desk Side Support Analyst

Responsibilities:

• Installation and maintenance for break/fix of all IT end user hardware for CP internal end users in Calgary, Minneapolis, Winnipeg, and Toronto.
• Provide technical support to 3rd party vendor to ensure compliant with COE policies and procedures.
• Install and maintain hardware for new and break/fix services.
• Identify process gaps and initiate corrective resolution.
• Manage and maintain service levels.
• Communicate with customer and manage expectations to mitigate downtime and impact to all operations.
• Monitor & mentor 3rd party supplier in remote and/or un supported locations to ensure timely delivery of hardware and meeting committed service levels.
• Initiate corrective workarounds to ensure Service Desk aware of status for timely incident updates.
• Technical understanding of Desktop Operating Systems (functions, features, Configurations, Imaging, Operations), Workstation Hardware, Networking requirements, Active Directory, and Services requirements (Including DNS, DHCP) to ensure functional and working implementation.
• Provide replacement hardware when SLA’s are in jeopardy.
• Document action taken to correct break/fix incidents.

Confidential

IT Support Specialist

Responsibilities:

• Desktop support for users in Minneapolis office.
• Getting users connected to ERP system SAP by installing Citrix Receiver.
• Password resets, activation of iPhones and Blackberry devices.
• Setup conferences with Polycom video equipment.
• Setup IPad with Mobile Iron for users.
• Troubleshoot software and hardware issues on HP and Dell computers and laptops.
• Create user accounts in Active Directory.
• Contact vendors to repair copiers and printers.
• Entering incidents using Remedy ticketing system.
• Imaged desktops and laptops using Ghost.
• Setup users with badge access to facilities at the Minneapolis office.
• Break-fix desktop and laptop components when needed.
• Setup laptop to be used for presentation to different devices in office.
• Administrator of Mitel 2200 and 3300 phone system by setting up users with phone extensions and moving from one system to the other.
• Setup VOIP phones for users.
• Created voicemail accounts with Octel voicemail system.
• Ordering monitors, keyboards, and other computer peripherals from HP and CDW.
• Ordering supplies for Ricoh printers and HP printers.
• Blackberry and I-Phone activation for users.
• Contacted Verizon for replacement of damaged and new phones.
• Restoring files to network using Avamar Backup and Restore.
• Creating fax accounts on Right Fax server.
• Moving and copying files folders in VMware environment.