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System/network Administrator Resume

New York, NY

SUMMARY:

Candidate’s relevant hands - on experience

TECHNICAL EXPERIENCE:

Hardware: Knowledgeable with system board components, various peripheral devices, docks, port replicators, switches, wireless routers/hubs, Aruba Access Points, Ekahau Sidekick, cable modems, NIC cards, scanners, printers, cat5 cables, and RJ45/RJ11 connectors, laptops, desktops, iPads, iPhones, Androids.

Software: Windows 10, Active Directory, Citrix, Skype, MAC OSX, DOS 3.1-6.2, Microsoft Office 2016 applications, Ekahau, SecureCRT, Lotus Notes version 6.5, 8, GroupWise, SharePoint, VPN, RSA database admin tool, On Demand and Okta SecurID token administration, SCCM, Dashworks, PowerShell, Altiris, Avaya IP agent, Dameware, Bomgar, APP Sense, Remedy, Service Now, Multiple financial software applications, security programs, and browsers.

Network: Windows 10, Active Directory, SSH, RDP, DHCP, TCP/IP, DNS, Citrix, RSA, VPN, On Demand tokens, OKTA, SecureCRT, Ekahau.

Skills: Extensive experience supporting users in a large scale business atmosphere, software training, data processing, technical writing, and PC/VOIP component support; ability to install, configure, manage, and troubleshoot laptops and PCs; general knowledge of network administration in Windows environment.

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

System/Network Administrator

Responsibilities:

  • Provided Executive level Support for Aruba RAP devices in addition to provisioning.
  • Worked various Service Now incidents, refresh projects, hardware setups, deployments, VOIP and telephone assistance, Access Point setup and support, peripheral, software, network, wireless troubleshooting and knowledge transfer.
  • Created Wireless Heatmaps for senior engineers using Ekahau wireless software application as well as site survey and testing with Ekahau sidekick device.
  • Utilized Aruba Airwave networking console for site additions, decommissions, reporting, and alerting.
  • Assisted with remote server upgrades and updated certificates on wireless controllers.

Confidential, New York, NY

Senior Analyst

Responsibilities:

  • Built and Re-Imaged laptops for large scale migration project
  • Deployed and connected D6000, and WD15 docking stations, Configured monitors and displays.
  • Provided Desktop support for various issues to NYC office building utilizing CA ticketing system.
  • Delivered and installed various hardware to end users including, webcams, keyboards, mice, monitors etc.
  • Assisted with moves, setups, integrations, and large scale office and technology migrations.

Confidential, New York, NY

Desktop Support Specialist

Responsibilities:

  • Worked on large scale Windows 10 migration using SCCM, App Sense, Dash Works, Citrix, SDM, Power Shell Scripts, Sharepoint, and multiple Excel reports to coordinate, correct, and process successful PC migration and deployments.
  • Supported iPads, iPhones, Androids, peripherals, deployed laptops, monitors, speakers, printers, Canon Copiers, replaced toners, Configured email on Mobile Devices using Airwatch and Mobile Iron, deployed docking stations and 8th Generation IBM laptops, used iBuild to stage and re image workstations. Configured Web Cams, and audio video support for use with Skype and Web Ex video conferencing.
  • Provided Desktop support supporting multiple branch offices in NYC.
  • Utilized the Service Now ticketing system to document, monitor, escalate, and resolve any technical issues and service requests.

Confidential, New York, NY

Desktop Support Specialist

Responsibilities:

  • Provided Desktop Support to all legal staff.
  • Configured email on mobile devices, deployed and configured hardware/software for international audio/visual conferences via Blue Jeans, Web Ex, and Skype.
  • Utilized the IQ Track ticketing system to document, monitor, escalate, and resolve any technical issues and service requests.
  • Supported multiple applications and hardware on both MAC and Windows based platforms.
  • Imaged and Re-imaged PC’s to provide to new attorneys. Assisted with Phone and Printer setups.

Confidential, New York, NY

Help Desk Analyst

Responsibilities:

  • Handled technical related calls and emails from attorneys and other legal staff
  • Utilized the Service Now ticketing system to document, monitor, escalate, and resolve any technical issues and service requests.
  • Supported multiple applications and hardware on both MAC and Windows based platforms.
  • Provided daily help desk statistics to management to track recurring or ongoing problems.
  • Knowledge of legal industry applications, including Desksite, Milan, MS Office 2016, Active Directory, iManage, Skype, Airwatch, RSA and On Demand tokens, Citrix console, SCCM, and remote access tools such as Bomgar.

Confidential, New York, NY

Help Desk Analyst

Responsibilities:

  • Independently managed the help desk line and provided technical support to both domestic and international attorneys during the overnight shift.
  • Utilized the Support Works and Remedy ticketing systems to document, monitor, escalate, and resolve any technical issues and service requests; monitored any pending or incomplete requests and responded accordingly.
  • Configured and managed RSA SecurID tokens for remote access.
  • Assisted users with Citrix related issues using the Citrix access management console.
  • Supported multiple applications and hardware on both MAC and Windows based platforms.
  • Worked closely with NOC and other administrators to follow up and resolve pending issues.
  • Logged all Audio Visual service requests on a daily basis.
  • Provided daily help desk statistics to management to track recurring or ongoing problems.
  • Knowledge of legal industry applications, including Worksite/FileSite, MS Office 2010, MS Outlook, DTE, Workshare, Blackberry Enterprise, VPN, Active Directory, iManage, Cisco Iron Port, Cisco Jabber, Mimecast, Mobile Iron, BoxTone, RSA and Citrix consoles, and remote access tools such as SCCM and Bomgar.

Confidential, New York, NY

Systems Analyst

Responsibilities:

  • Worked on the Enterprise Service Desk, answering approximately 50 to 75 calls per shift.
  • Provide technical assistance to hospital staff for all Confidential affiliated hospitals.
  • Utilized Remedy ticketing system to log all client interaction.
  • Used various service tools, both proprietary and otherwise including, Novell GroupWise, Citrix, Verizon Web Center, Active Directory, and Console One.
  • Supported clinical applications as well as standard licensed software and hardware.

Confidential, New York, NY

Systems/Network Operator

Responsibilities:

  • Operated digital media wall in broadcast studio for multiple television news networks and news reporters.
  • Managed, controlled, and provided technical support for Confidential media tower in Times Square.
  • Provided on-site technical assistance to Confidential employees at Market Site location.
  • Utilized various technologies to support media wall and Confidential media tower, including KVM and Spyder.

Confidential, New York, NY

Help Desk Analyst

Responsibilities:

  • Worked on a front-level technical phone support desk at the Confidential .
  • Utilized proprietary ticketing system GWI as well as Remedy and Service Now platforms to log and document all customer interaction and issue reporting; followed up on all tickets created to ensure proper resolution.
  • Provided support for over 100 applications including proprietary exchange related software, Lotus Notes 6.5-8, Citrix assistance via AMC, user account management in Active Directory and Novell based environment, RSA SecurID token administration, Blackberry support, Outlook Exchange, and MS Office.
  • Assisted users with obtaining and verifying folder rights, performed software installations, and provided remote access support via Altiris Console.
  • Worked remotely on a periodic basis utilizing Avaya call system and VPN access.
  • Coordinated with multiple levels of technicians and departments to effectively diagnose and resolve issues.
  • Responsible for configuration of RSA SecurID token accounts and their respective FedEx shipments.

Confidential, Melville, NY

Technical Support Representative

Responsibilities:

  • Served as a level 2 help desk representative for Optimum Online and Optimum Voice.
  • Assisted in troubleshooting issues relating to internet speed, password resets, Outlook email setup, Optimum, Voice VOIP support, IE, Netscape, browser support and configuration, Anti-Virus and spyware removal utility download and configuration assistance, and various hardware troubleshooting.
  • Diagnosed, resolved, and escalated an average of 40-60 technical calls daily.
  • Assisted subscribers with physical wiring between modems, PCs, routers, and VOIP equipment.

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