With over 10 years of experience in the IT field, with both Helpdesk and hands-on support, I have the experience that people are looking for. I am a full service technician, from repairing computers, to Network Design and support, I have the knowledge and experience that many in my field do not have. My background in employment is well rounded, with Banking and Finance background, Advertising, Legal, Medical, Printing, and General Corporate. Hiring me for a position, you will get all of my experience, as well as all of my knowledge, my ability to deal with every level of user from the beginner to the experienced user, that will be an asset to your company.

Technology Summary

Operating Systems:

Microsoft Windows 98, ME, XP Home through Professional, Vista, Windows 7 Basic through Ultimate, Windows 8, Windows 2000 Professional and Server, Windows 2003 Server from Small Business Server through Enterprise, including Exchange, Active Directory, Configuration, Setup, and Support, Windows Server 2008 and 2008 R2

Apple Macintosh OS X through Yosemite, and OS X Server

Manufacturer Associations:

Certified Microsoft Reseller, Certified HP Technician, Registered Systems Engineer for IBM, Apple, Compaq, Epson, Hyundai, NEC, NCR, Hewlett Packard, Toshiba, and Zenith

Languages:

HTML with CCS

Software:

IBM: Adobe Illustrator, Photoshop and Premiere, Corel Draw, Dreamweaver, Microsoft Access, Microsoft Excel, Microsoft Expressions, Microsoft Outlook, Microsoft Project, Microsoft PowerPoint, Microsoft Word including 2013, OmniPage, Pinnacle Studio software with Hollywood FX, Quark, QuickBooks, Ulead PhotoImpact, Ulead Video Studio, Visio, Windows through Windows 8, Remedy, Bomgar, Remotely Anywhere, Logmein (including corporate version), Symantec Backup Exec through 12, Video Insight, Acronis True Image and Diskeeper Symantec Ghost, SonicWall Hardware Firewall

MAC: Adobe Illustrator, Premiere, Adobe Freehand, Canvas, Chart, Excel, Filemaker Pro, FormWorks, Insight (all modules), MicroPlanner, Microsoft Office 2004, 2008 and 2011, OmniPage, PageMaker, Persuassion, Photoshop, Pixel Point, Quark Xpress, Red Ryder, Reflex Plus, SmartForms, Virtual PC

As well as BMC Products such as Remedy and Magic, utilities, anti-virus and spyware software, telecommunications, hardware and software maintenance and repair, as well as other application programs for systems listed above

IT Employment and Contracting Experience

Confidential West Palm Beach, FL

Field Technican – Manheim Palm Beach and Manheim Fort Lauderdale- Contract

• In charge of all of the computers in the Palm Beach location, including servers, Panasonic Toughbooks, Dell laptops and desktops, Motorola M9090s, Zebra P4Ts, and other hardware at the locations
• Frontline and secondary support for all IT issues for over 160 employees
• Support of specialized software, as well as commercial packaged software including installation, training, and diagnosing issues
• General support of IBM AS/400 mini-computer
• Analyze issues and determine fixes on both the hardware and software
• Network Infrastructure management using Cisco Prime, Solarwinds, and other tools
• Working with Executive Staff, Administrative Assistants, and Directors with support of their equipment, as well as training and understanding the software that is installed in their computers
• Determine upgrades for the location and handle implementation

Confidential Boca Raton, FL

Technical Support – Global Headquarters Workplace Services - Contract

• Determining issues that come up with user’s issues and determining what the best outcome would be to fix the problem with little or no work interruption for the user
• Special Project with Lenovo regarding issues with Lenovo X220 laptops and EPROM issues
• Creating Knowledgebase Articles on issues that come up that is not of the normal, so that the Help Desk can fix the problem before having to be escalated
• Working as the Macintosh Support Technician to create packages for software distribution, fixing issues, reimaging of units, and creation of images that have updated software
• Working with E-Mail team to change from a local exchange based server environment to a cloud based email environment
• Working with the Windows 7 Migration Team to support users being upgraded to Windows 7, Office 2013, and software specific add-ins
• Working with Executive Staff, Administrative Assistants, and Directors with support of their equipment, as well as training and understanding the software that is installed in their computers

, Boca Raton, FL

Technical Lead for Microsoft Business Productivity Suite and Office 365

• Support Business to Business users of Office 365 as well as the Microsoft Business Productivity Online Suite, which consists of telephone Technical Support for Exchange Online, Office Communicator Online/Lync, SharePoint Online, and Microsoft Live Meeting.
• To track cases, Microsoft uses Right Now Technologies as well as a custom application called Customer Assistance Portal.
• Support customers via telephone, website entries, and email. Support customer issue from beginning to end of the life of the Service Request, including contacting Hosting and Technical Support Leads, to get issues completed to the customer’s satisfaction.
• Knowledge of Macintosh Computers, as well as PC Operating Systems from Windows XP through Windows 7.
• Creation of New Policies and Procedures, and documenting those Polices and Procedures regarding new issues that had arisen during both the Production Product as well as the new Beta Product.
• Used Technical knowledge to train both my fellow workers, as well as the Client base on property security protocols, implementation of updates and patches that sometimes correct issues, or workaround issues that have not been patched as of yet.
• Maintain SharePoint site for fellow employees with information and updates on new Policies, Procedures, Updates, and other information found that helped fellow employees, staff, and team do their job more effectively.
• Maintain privacy of client information, as well as make sure that all of the information provided to me, to help determine if the person that I was speaking with is qualified to receive the information or support requested. Since we were dealing with personal information regarding the client, it was imperative that any information given to the client, was their own information, and not of others.
• Support the administrators of local and online Lync Servers, including the creation of users, configure with Active Directory, configure federation between local and online servers, and help users install their local Lync servers, to run locally and online.

Confidential Coral Springs, FL

Contract Employee / Network Administrator

• Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked all issues, with responsibility for the timely documentation, resolution and closure of trouble tickets. Configured new and installed new servers and workstations, printers, backup units using Quantum Storage Loader.
• Organized inventory and setup inventory and computer asset tracking and monitoring
• Worked with the Quality team to start process of disaster recovery

Confidential Deerfield Beach, FL

Network Administrator

• Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked all issues, with responsibility for the timely documentation, resolution and closure of trouble tickets. Configured new and installed new servers and workstations, printers, backup units using Exabyte VX-320 loader and Quantum VS-3 and VS-4 units.
• Created specifications and implemented live inventory and trouble ticket system where users can input tickets via intranet website as well as via email which also included being able to track their tickets and receive timely notifications
• Developed and implemented complete video surveillance system using Video Insight software which included camera locations, software debugging, facility mapping, and software training
• Setup and installed completely new domain, with online websites, Team Foundation Server, SQL, and hardware firewall
• Implementation of backup methods for all data and servers
• Supported Graphics Department running a 10 Macintosh OS X 10.4 and OSX 10.5. Supported Software such as the entire Adobe Master Collection 3 and 4, Extensis Suitcase, Flightcheck, as well as other Macintosh Programs.
• Macintoshes were attached to a Windows 2000 and 2003 server environment, and configured both the Macintoshes and the Servers with cross connectivity
• Setup and troubleshooting both Dell Computers, Dell Servers, Apple Macintosh Servers, and Macintosh Computers using various tools
• Administration of Microsoft Exchange Server 2003, including adding stores, maintain stores, administering users, diagnosing size issues

Instructor – Computer and Business Systems

• Taught Introduction to Computers, Business Math, and Microsoft Office such as Word, Excel, and Power Point
• Part Time Instructor in the Computer Business Systems Training Track
• Work with the school director and other staff member with the creation of the new curriculum which includes the training of students to pass the Comptia A+ examination

Confidential Miami, FL

Contract Employee / Desktop Support

Tracfone

• Setting up new equipment with company standard software
• Creating images of Windows using Norton Ghost with various formats of Hardware, software, and device drivers for both new and existing Laptops and Desktops
• Accessing equipment via VPN and through the network to add updates, rights, and additional hardware
• Helped customers via telephone with functions and problems, determining what the problem was and fixing issues
• Company used BMC Magic to track all of the incidents as well as the service calls and tickets
• Handled the move of equipment during a company consolidation of locations and departments
• Worked with vendors regarding software issues and helped with setting a standard for the vendor’s software to run correctly

Confidential Miami, FL

Contract Employee / Level 3 Technical Support

• As a Level 3 Systems Consultant, handled the rescheduling of calls to other consultants under myself, and in charge of spot checks on those consultants. Contract employee through Black & Red Productions Company
• In charge of training and evaluating new employees, handling of service calls, supporting other contract employees with problems that occurred during service repairs
• Service calls included Break/Fix work, Network installation, Network support, training of clients and technicians, software installation, training and support
• Some of our clients are Fort Lauderdale Beach Resort, Geriatric Plus Family Medical Services, Merrill Lynch, Paramount Funding Corp, Fidelity National Security, as well as many other small, medium and large companies and home users
• Supported both Apple Macintosh as well as PC computers and servers, including installing OSX Server 10.3, 10.4, Windows 2000 and Windows 2003
• Maintaining client servers using remote connectivity as well as onsite services. Checked backups, updated software, maintained client Exchange Servers (2000 and 2003), added and removed users, creation and maintaining of User Groups through Active Directory