Dynamic and technically inclined professional equipped with broad based experience in integration process and support. Recognized as driver of improvements and known for effective leadership in motivating talented professionals and teams to deliver high performance. Consistently contribute in the development projects through research and analysis to escalate service levels by redefining processes and procedures. Employ first-rate communication and interpersonal skills in assessing clients' needs in order to provide timely resolution and excellent customer service. Demonstrate professionalism in executing multiple tasks in highly complex situations. Key expertise includes:

2nd and 3rd Party Software Applications / Project Management / Levels 1, 2, 3 End User Support

System Integration / Technical Problem Resolution / Inventory Control

Client Needs Assessment / Strategic Planning and Implementation

End User Computing Analyst

Confidential

• Responsible for all aspects of IT Onboarding, including creating new user laptops, assigning and troubleshooting mobile devices. In this capacity software utilized includes ASAP Passport Asset System , McAfee, Symantec, GOOD, and Reliance. Hardware utilized includes Mac, Dell E5440, E7240 and legacy, iPhone 5C and BlackBerry.
• Develop and perform new hire training process and procedure
• Resolve complex desktop and laptop issues
• Provide recommendations and participate in process improvement efforts
• Perform image creation and maintenance.

Systems Analyst

Confidential

• Acted as a Systems Analyst for Desktop Intake in a three month contract
• Responsible for intercepting escalations from tier 1 support and providing troubleshooting tips.
• Provided training on new ticket handling processes utilizing the ONYX tracking system.
• Worked closely with development and product support teams to resolve complex software issues.

Highlight

Restructured the application support escalation process from tier 1 to tier 3.

Developed documentation detailing new escalation processes to be followed

Increased communication, cohesion and reduced the silo effect.

IT Operations Specialist

Confidential

• Acted as an Information Technology Operations Specialist under a six month contract
• Part of a team responsible for monitoring and troubleshooting Travelers global infrastructure.
• Oversaw and provided direction to vendor personnel in the performance of installation, maintenance, and repair activities.
• Coordinated with remote personnel for backup tape replacement state side and backup completion.
• Monitored websites via Site Scope and resolved http issues
• Worked closely with development to resolve issues with Windows server 2003/08, UNIX and REHL in Dev, QA, and Production Environments

Integration Engineer

Confidential

• Demonstrated proficiency in executing Fuji's integration process and procedures for interface testing, applying knowledge and best practices of digital imaging and other manufacturers' X Ray systems.
• Resolved complex connectivity issues through synergized efforts with various teams, such as software development, engineering groups and external third party vendors.
• Compiled and maintained complete and accurate monthly project status and expense reports, including documentation of test results.
• Established a safe and organized laboratory environment by enforcing test practices and monitoring regulatory compliance to ensure delivery of quality and excellent service.
• Contributed to the development of integration process and service support tools broadened knowledge of the Integration Group on core technologies and Fuji product features by conducting additional extensive research and technical testing as directed by the Integration Manager.

Highlight

Managed a small data center used by multiple departments, which included an ESX 3.5 environment used by project engineers, technical assistance center and training departments, three EMC fiber channel SAN's managed by NaviSphere, one fabric switch connecting the hosts to storage and multiple Cisco switch's 2900, 2350, 2948 . This was a child domain of the corporate infrastructure the room had multiple Dell hosts including R710, 2950, 2850, 2650 and 1950 Dell servers, one physical 2003 server, and four VLAN's. Access to hosts and VM's was completed through Virtual Center.

Support/Image Specialist

Confidential

• Acted in a Help Desk Support Specialist and Image Specialist Role
• Assisted and facilitated training sessions for end users on resolving various hardware/software technical issues.
• Proactively handled voluminous escalated calls of end users and onsite technical personnel and identified corporate image issues for both laptops and desktops.
• Rendered remote and onsite technical support to field engineers and served as junior administrator for Lotus Notes, Blackberry Enterprise Server, Active Directory, Cisco VPN, and other various accounting and service applications.
• Carried out integral role in promoting information sharing between the Helpdesk and Infrastructure groups.
• Utilized various operating system platforms in conducting test for new hardware and software.

Highlight

• Played a key role as Lotus Notes trainer in facilitating comprehensive and hands on workshops and improving laptop and desktop image building processes, which resulted to significant reduction of call volumes.

Project Manager

Confidential

• Acted as a Field Specialist Project Manager for the Northeast Region
• Oversaw and organized daily schedules of personnel and subcontracted companies for in-house Cat5, Cat6, 25 pair, and power issues.
• Provided expert oversight to connectivity and networks, WAN/LAN, access point placement, PC installation and relocation, workstations, POS equipment, and servers.
• Delivered excellent customer service via development and implementation of equipment and new technology.
• Directed the installation of rack mounted equipment, IBM server's workstations, Compaq servers, HP workstations, Cisco routers, Cisco switches, and configured server emulation terminals.

Field Service Engineer

Confidential

• Expertly rendered level 1 and 2 supports for XP Pro, Windows 2000/NT, UNIX, Lotus Notes, network topologies, and all forms of hardware.
• Exemplified exceptional communication skills in identifying and resolving customer issues and educated them on troubleshooting and cabling of software and hardware.
• Troubleshot, installed, and replaced new hardware and software.

Computer Technician

Confidential

• Engaged in troubleshooting, relocation, and installation of personal computers.
• Monitored and secured network functionality by resolving connectivity issues in collaboration with the Network Administrator.