PROFESSIONAL SUMMARY:

• Experienced System Engineer /Network Support Technician with a history of progressive responsibility, Demonstrated strengths in communication, problem analysis and resolution and work effectively alone or in collaboration
• Successfully effected transition from midrange operator to System Engineer
• A career - long history of learning quickly on the job
• Adapted the computer as a memory tool - discoveries become a knowledge database, ensuring that learning is retained

 Confidential

Hartford, CT

System Analyst Support Level 2

• Technical Expertise with PBX and voice-mail systems.
• Installation and support of VPN soft token (RSA) for all DSS
• Analysis, design and development of communications systems
• Network hardware and software installation and support
• End user support - face to face and via telephone
• Excellent customer service skills
• Server support in a Win Server 2003 environment
• IT Service Management (ITSM)
• Information Security Management
• Hardware Infrastructure and Software Distribution
• Documents all work, including research and resolution related to service requests
• PC, Surface Tables, Toshiba eStudio printers support
• First point of contact for end users and Administrators
• Install, configure, and maintain IPhone, and Android mobile devices for all DSS Investigators and Social Services state employees
• Work with DSS Admin and Project Manager for Roll Out guidelines, issues and changes
• Support VIP and High priority State clients
• Implementing and supporting Avaya systems
• Install and Support video conferencing systems for all DSS Offices Fair Hearing
• Desktop And Laptop Support and QA, using Windows 7 and 10 32/64 bit OS
• Traveled to all DSS State facilities in the CT area

Wallingford, CT

Desktop Engineer

• Desktop And Laptop Support and QA, using Windows 10 x64
• Rollout 200+ Dell Laptops and desktops
• ALTANA’s custom administration tool, used to interact with SCCM.
• Support VIP and High priority clients
• Support BYK travelers user while migration process (all over US and Germany)
• Provide phone support in collaboration with deal helpdesk for support
• First point of contact for end users
• Work with Dell Admin and Project Manager for Roll Out guidelines, issues and changes.
• Support VIP and High priority clients
• Assigned to the created computer object using the Software Packages
• Work with user and explain roll out procedures and prepare devices for daily setup
• Documents all work, including research and resolution related to service requests

Groton, CT

System Engineer

• Domain Rollout for Exchange Server
• Rollout 250+ Dell Laptops and desktops
• Setup and configure APOLLO 365 office
• Setup mailbox, Skype for business, calendars, printers, tables and cellphones under the new domain
• Created and troubleshoot tickets using, APOLLO ticketing system
• Support VIP and High priority clients
• Support Dealer track user while migration process
• Provide phone support in collaboration with deal helpdesk for support
• First point of contact for end users
• Work with user and explain roll out procedures and prepare devices for next day setup
• Documents all work, on resolution related

Berlin, CT

System Engineer / Project Manager

• Application Support for MS Office, Citrix Xen Server, Citrix Xen apps, Microsoft Sign-on authenticator, Cisco VPN and VMware
• Supported staff with all computer issues Hardware and software. Windows 7, Windows XP. Outlook 2010, Lotus Notes and Sametime
• Installed, maintained, upgraded all hardware
• Created and troubleshoot tickets using, IT Service Desk (ITSM)
• Support NU and NSTAR user while migration process
• Active Directory and Novell unlock, reset and changes
• Lotus Notes mail box management such as configuration, maintenance, and back up
• Provide phone support and virtual support using VNC viewer, Remote Desktop, Remote Assistance and Novell Console One
• First point of contact for end users and offshore users using VDI sections
• Using ITIL incident management cycle to troubleshoot ticket, escalate and route them accordingly in ITSM system
• Strong knowledge of core networking protocols and applications ( DNS, NTP, DHCP, TCP/IP, LDAP, SSH, FTP, HTTP/S, OpenSSL)
• Create knowledgebase documents and add them to knowledgebase repository
• Use various IT tools to unlock active directory accounts and password resets
• Quality Assurance provider
• Support New OKTA Verification application and OKTA administrator
• Upgrade and configure system software that supports testing infrastructure per project or operational needs
• Ensure that the Company’s IT asset and user databases are kept accurate and up-to-date. Including administration of user’s computer accounts  (creation/modification and deletion), changing passwords, and changing users workgroup membership using Active Directory and Console One
• Install, configure, and maintain IBM Traveler for use with BlackBerry, Iphone, and Android mobile devices
• Provide guidelines for implementing secure systems to customers or installation teams, as well as incident management, creating and updating knowledge documents
• Part of the Lead team for Windows 7 migration monitoring system operations to detect potential problems and trends post deployment

Hartford, CT

Desktop Support Engineer

• Created and troubleshoot tickets using, HP Service manager (SM9)
• Hands on experience with asset management and inventory principles including in depth knowledge of lifecycle management of IT assets
• Receives work from and responds, to service center tickets, walk-in or internal help requests
• Provides local computer hardware and software support. Key Objectives and responsibilities include: help desk
• Support/management, customer support on the desktop/laptop/network, customer service, national and local asset
• Management, education and training of clients, compilation of records and reports related to production, machine
• Quality Assurance provider
• Responsible for resolving technical issues and implementation of standard technologies in the local market. May develops and shares best practices across the national network.
• Maintenance printer and Serves
• Manages expectations of the customer and provides quality customer service at all times.
• Serve as a subject matter expert in the local office for a technology (Notes, network, etc.)
• Serve as a point of contact for a local office business unit (Assurance, Advisory, and Tax)
• Coordinate, manage and/or participate in small and medium projects that typically have local/market/regional impact
• Complies with standard operating procedures and checklists in delivering quality solutions and service
• MDT 2013, Image Deployment
• Documents all work, including research and resolution related to service requests, in call tracking system’

Desktop Support

• Support Confidential user after Windows 7 migration.
• Create and resolved tickets using HP Service Management ticket system
• Created inventory list of new Lenovo’s Laptops, Desktops for new users
• PDS team support
• Support hardware problems with Confidential’s desktops, laptops and peripherals by coordinating support with Confidential clients
• Report any major issue with Cigna insurance software
• Data recoveries and ship out old equipment as need it
• Performed Quality check for migration and keep support after 3 days on deployment
• Support Deployment team with Windows XP to Windows 7 refresh project
• Created inventory list of new Lenovo’s Laptops, Desktops for new users
• Quality Assurance provider
• Create and resolved tickets using HP Service Management ticket system

New Britain, CT

PCLan Support Level 1

• Create and resolved tickets using CA system
• Created new Laptops, Desktops and Printers inventory for new facilities
• Roll Over more then 300+ Laptops and PC’s
• Support and Setup workstations, laptops and printers
• Performed Safe Boot administration
• Safe boot recoveries
• Blackberry support And VPN token support
• Help with new Cisco Switches and HP server rack mount and configuration
• Provided quality customer service and support for designated equipment
• Deploy Windows 7 image in all new Laptop and Desktop
• Light support in Novell environment
• Quality Assurance provider

 Hartford, CT

Help Desk Support Level 2 / Field Tech Support

• Support over 3,000 User all over CT area
• Create tickets using Track-It system
• Roll Over more then 300+ Laptops and PC’s
• Take over mayor company project like “Give Away” for annual employees benefic
• Server support in a Win Server 2003 environment
• Created documentation for solutions and installations
• Created and Unlock accounts in active directory
• Add/remove machines from domain
• Provided quality customer service and support for designated equipment
• Support and Setup workstations, laptops and printers
• Trained office staff on new office equipment and Microsoft products
• Hands on experience with asset management and inventory principles including in depth knowledge of lifecycle management of IT assets
• Supported clients via remote access, Track-It Software and net meeting communication tools
• Repaired laptops, desktop and printers by all major manufacturers

Hamden, MA

Deskside Support / Field Tech Support

• Provided on call 24-hour support
• Server support in a Win Server 2003 environment
• Created documentation for solutions and installations
• Light account management in active directory
• Add/remove machines from domain
• Provided quality customer service and support for designated equipment
• Support over 80 end-users ensures proper maintenance to workstations, laptops and printers
• Traveled to other sub-offices for support
• Managed network security and antivirus system
• Trained office staff on Microsoft products
• Supported clients via remote access, VMC and net meeting communication tools
• Repaired laptops, desktop and printers by all major manufacturers

Plainville, CT

Desktop Administrator / Deskside Support

• Provided on call 24-hour support for executives
• Light server support in a Win Server 2003 environment
• Administered and resolved printer issues at the server level
• Light account management in active directory
• Add/remove machines from domain
• Unlocked NT accounts
• Enabled/disabled NT and PC accounts
• Granted and deleted user privileges
• Troubleshot and corrected switch panel connection issues
• Oversaw and managed desktop support team
• Dispatched tickets to technicians
• Collaborated with team in side projects and plan of attacks to resolve new unforeseen issues, document those issues, and pass along to upper support
• Performed Safe Boot administration
• Safe boot recoveries
• Added users to database containers from Confidential Endpoint Encryption server
• Remove /add Safe Boot
• Collaborated with network infrastructure in plan of attacks
• Created documentation for solutions and installations.
• Blackberry support and VPN token support
• Escalated issues to lever 3 support
• Break/fix Dell machines
• Responded to IT incidents and requests received from Clarify ticketed system

New Britain, CT

Desktop Support Engineer

• In this assignment I deployed and imaged 350 laptops\ workstations, conjunctionally providing desktop support to over 500 end-users ensure proper maintenance to workstations, laptops, printers and medical peripherals
• Resolved service and trouble tickets pertaining to Microsoft Windows XP/Vista, Active Directory
• Utilized enterprise software deployment and configuration management tools to manage client computing environment (Active Directory, Altiris, and LANDesk)
• Configured and installed new network printer and medical devices.
• Developed short term strategies and standardize for desktop solutions
• Evaluated new hardware and software and recommend standards
• Traveled to other hospital for support

Hartford / Wallingford, CT

Field Dell Technician 

• Traveled all over state to consumers and business facilities for break and fix issues.
• Troubleshot Dell products (Desktops, laptops and Printers)
• Escalated problems to appropriate next level of support when necessary
• Monitors assigned service calls to ensure timely completion
• Ensured all time reporting, expense reporting, and other required reports are accurate and submitted on time
• Completed all administrative duties correctly and promptly
• Met and exceed various service levels as established by assignment (calls per day, ETA’s, on-time response, administrative call closure, customer satisfaction)
• Ensured that quality and service level goals are achieved in a timely manner 
• Responsible for ensuring on-going maintenance and development of positive customer
• Relationships with all business partners and customers
• Provided quality customer service and support for designated equipment

 Manchester, CT

Field Service Technician

Responsibilities:

• Repaired laptops, desktop and printers by all major manufacturers
• Traveled to support government facilities like Pratt & Whitney, Sikorsky Helicopter, Hamilton Sundstrand, and General Dynamics (Electric Boat)
• Trained other technicians in the field on repair procedures and customer satisfaction
• Informed customers on repairs and supporting managers and other team members
• Explained complex repair procedures and advanced technical theories into terms everyone can understand
• Maintained all network applications and other audit programs
• Maintained all Dell laptops & inkjet/laser printers
• Rolled out over the 120 laptops every year for auditors and vendors
• Recorded and created problem tickets with a resolution for support requests
• Supported clients via remote access and net meeting communication tools
• Troubleshot network problems and outages