Results-driven and career focused computer specialist seeking a challenging position that leverages my technical and operational skill sets. As a proven professional with extensive experience in providing technical support I can make significant contributions to the success and the reputation of any organization.

PROFESSIONAL EXPERIENCE

Confidential

Computer Specialist

Responsibilities

• Address and resolve first level support calls as they come in ensuring that the Automated Call Distribution ACD telecommunication system is properly staffed and monitored.
• Providing first level technical support for approximately 60,000 DOCCS users opening, updating and closing Service Desk Tickets
• Document the details of the user request or issue, document the diagnostic steps performed when troubleshooting the issue and assist the user with resolution using existing procedures and documentation.
• Acts as single point of contact for all users of NYS DOCCS and directs questions and report problems regarding services and products.
• Communicates with users to report scheduled downtimes or other types of issues where users should be notified.
• Use core tools remote control and Active Directory to assist users when needed and obtain a base knowledge in the core products supported by the Service Desk.
• Provide support and basic information for MS Office Products Work PowerPoint, Excel, and Outlook as well as Microsoft Exchange Hosted Archive.
• Provide support and limited assistance on how to use Internet Explorer, MS Outlook, Badge Builder, Timekeeping, Commissary, Mainframe, Portal, LATS and other various applications.
• Provide password resets for NetAdmin, mainframe, NYSDS accounts and additional other programs and applications.
• Create articles in the Sharepoint Knowledgebase to help resolve future problems more efficiently and effectively.
• The service desk will provide basic troubleshooting support for standardized hardware. Supported hardware consists of: computers thin clients laptops printers scanners etc.
• Provide basic troubleshooting for datacom, Telecom and server issues.
• Provide basic troubleshooting for permission issues as well as training issues.

Confidential

Systems Administrator

• Build and administer VMware ESXi Server and client with the Vsphere client application.
• Virtual Administration, Automation through Scripts, Monitoring, Patch Management and Reporting with Kaseya.
• Provide support to end users on a variety of issues including desktop, email, blackberry sync, PDA's and I phones
• Help in setting up advance network devices like riverbed sonic wall routers and setting and installing VOIP phones.
• Identify, research and resolve technical problems at server and client level
• Active directory administration and Exchange account setup and ensure proper group membership, maintaining the WSUS server and deploying updated and GPOs to the enterprise.
• Perform server hardware/software diagnostics, repairs and upgrades coordinating with higher tiers
• Respond to telephone calls, remote support using different applications and resolving requests documenting, monitoring to ensure a timely resolution.
• In charge of the creation and deployment of Images for XP and Windows 7 using Microsoft/Symantec image tools
• Responsible for deployment, upgrade/replacement of laptops and desktop across the several locations in the US using Autism Speaks image standards
• Advance expertise in diagnose/troubleshoot/repair ordering and replacing of parts for a large variety of HP LaserJet network/local printers, Dell desktop/laptop computers in a daily basis.
• Install, Moves, Adds and Changes IMAC , install and configure Autism Speaks images for Windows XP and Windows 7.
• Working knowledge of desktops, laptops and network printer's connectivity and configuration using TCP/IP, WINS, DNS, and DHCP using LAN connectivity tools.
• Setup and assist with Conferences using GotoMeeting and Webinar as well as wireless connectivity assistance
• Configuration and support of Citrix applications
• Install and support of PC Hardware and peripherals as well as Konica-Minolta multi-function printers and scanners.
• Use of Engine ServiceDesk Helpdesk software for the managing of the daily user's requests of service
• Responsible of monitoring servers in the New York office location as needed from higher tier in LA and Princeton office

Confidential

Server Operations Backup Specialist

• Design, deploy and support desktop, server and backup systems in a mixed mode production environment.
• Responsible for setup Configuration and administration of Windows 2003, 2000 and Novell Servers
• Troubleshoot, server related hardware issues and replace defective components as required.
• Diagnose and repair remote and local tape libraries, autoloaders, and single tape devices per manufacturer specifications.
• Provide support for NYCT bus depots and subway locations throughout the five NYC boroughs
• Monitored backup job status Cycled and catalogued backup tapes prior to archiving them at off-site storage facility
• Provide systems status and backup reports to IT Managers
• Assisted in the administration of the Organization's Microsoft Active Directory and Novell Tree in a multi-forest environment with over 70,000 objects. Provide primary support for 197 servers and 79 tape devices.
• Complete data restoration requests using CA Arc-Serve.
• Configuration and support of Citrix applications
• Installed and configured ILO Integrated Lights-Out for HP Proliant, Compaq and Dell servers.

Confidential

Desktop Technician/Field Operations

• Provide desk side hardware and software technical support for issues not addressed at Level 1 helpdesk
• Installed and configured peripherals such as network printers, scanners, cameras, PDAs and provide user instruction
• Prepare technical and user friendly documentation to assist end users in resolving common issues
• Provide 24/7 on call support for hardware requests for the organizations servers
• Installed and configured Oracle, Hummingbird, UTS, Spears and other internally developed applications
• One of the lead technicians responsible for decommissioning, relocating and racking servers.
• Provide remote support for satellite locations using Novell Zenware, Remote Desktop and DameWare
• Diagnose hardware and software issues and replace defective parts for desktops, laptops and printers

SKILL

Operating Systems: Windows 3.1, 95, 98, CE, ME, NT 3.51, 4.0, 2000, 2003 XP and Vista. Novell Netware 3.1x, 4.1x, 5x, 6x, Linux Redhat and Mac OS X

Software: CA-Arcserve, HP Insight Management, VMware Workstation, MS-Office, PC Anywhere, Remote Desktop, MacAfee Antivirus, DameWare, IIS-FTP-HTML-TCP/IP, LDAP, SQL, , Intellysync, Virtual PC, Terminal Services Client, Microsoft Network Monitor, Windows NT, Microsoft Exchange/Outlook, Visual Basic, Microsoft FrontPage, Kronos, Symantec Antivirus, Backup Exec, Compaq Insight Manager.

Desktop Hardware: Compaq, Dell, IBM Macintosh Mac/Apple , Laser printers, laptops, scanning devices. PDAs Palm OS, Windows CE, Windows Mobile, Blackberry Network adapters, modems, video adapters accelerators. Cisco Routers, Hubs Switches

Server Hardware: Compaq Proliant, Dell PowerEdge IBM Netfinity. Compaq Proliant Storage Subsystems HP

Proliant ML series Servers, HP MSL Tape Libraries 5000 series, 6000 series, HP Tape 1/8Autoloaders, HP Ultrium Tape Drives. Compaq/HP Servers, Dell Power Edge Servers.

Network: TCP/IP, IPX/SPX 10/100 Base T, 1000 GB fiber backup network, Switch 1000, Ethernet Hubs.