SUMMARY:

• A certified and highly competent IT support specialist. Experience includes extensive hands - on installations, troubleshooting and optimizing of Windows-based and Confidential computer systems.
• Expertise in Open-Source tools, user training, systems configuration &upgrading.
• Able to successfully provide support and resolutions to technical problems for external and internal clients.
• Skilled at working on low-level design documents and system specifications. Key strengths include leadership skills and a strong work ethic. Possess outstanding organizational and management skills.
• A highly motivated, quick-learner and a devoted team-player. Bi-lingual (English/Spanish).

TECHNICAL SKILLS:

Software: Windows 7, 8.1,& 10, Mac OS X (El Capitan, Sierra) (Linux (Ubuntu& Security Onion & Kali Linux); (MS Office 365/2013/2010/ Mac 2013),(Dropbox, Evernote, Google Drive), User Data Migration Tool (Acronis True Image, Symantec Ghost, Windows Easy Transfer).(Goverlan, Dameware, Lansweep& BOMGAR), MDM (AirWatch) (iWork, Adobe Photoshop CS6, Parallels, iCal)

Hardware& Networking: Partition and formatting SATA, PATA, and SSD hard drives, desktop, laptop and printer maintenance and repair; (Piriform Products and Ice Sword, MS Baseline Security and Windows Systernals Utilities), Tablets and iPads configuration. Active Directory, Windows Deployment Services (WDS), SCCM, Configuration of LAN (all 802.11) network routers and printers through secure WPAx, and SSID; Firewalls, group policies and security & LAN. Knowledge in the configuration and security hardening of systems. Knowledge of on how to perform audits of system configurations and evaluation of operational processes to ensure compliance with security directives and requirements.

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Service Desk Analyst

Responsibilities:

• Performed hardware, network and software handling and resolution using ServiceNow
• Account creation on Active Directory, Exchange & O365 (on premise & cloud)
• Performed support of virtual server environment (VMWare) troubleshooting
• Cisco AnyConnect VPN, Dell SonicWall & Skype for Business
• Executed Windows-based systems deployments using SCCM
• Level I & II user support (Lansweeper) (800+)
• Confidential support & Casper DEP management

Technical Support

Responsibilities:

• Performed hardware, network and software support using ServiceNow.
• Created and managed user accounts in Active Directory.
• Troubleshooted and configured SmartNotebook (SmartBoards, Scanners and Projectors).
• Provide technical support for XP/7, Windows Server 2008, MS Exchange Server and Office.
• Performed iPhone and iPads setup and configuration (MDM support); administered maintained and supported GoogleApps and Chromebooks.
• Experience with security technologies including Intrusion Detection & Prevention Systems (IDS/IPS), Firewalls and Log Analysis; Network Behaviour Analysis tools, Antivirus, Network Packet Analyzers, and Malware analysis.

Technical Analyst

Responsibilities:

• Worked on Active Directory management and support with a SSO implementation.
• Executed Windows-based systems deployments using Symantec Ghost.
• Supported and troubleshot Cisco AnyConnect VPN, Cisco Jabber; Citrix XenServer, and VMWare.
• Symantec Endpoint Protection & McAfee EPO server support.
• Worked on Android, iPhone (AirWatch); Windows setup and configuration (MDM support).

Desktop Support Technician

Responsibilities:

• Performed hardware, network and software handling and resolution using Remedy software.
• Worked on large Windows-based systems deployments using Acronis True Imaging.
• Supported and troubleshot Microsoft Exchange 2010; performed Antivirus and backup solutions (Symantec Endpoint Protection).
• Performed software installation and configuration (QuickBooks, Symantec Endpoint Protection).

Desktop Support Technician

Responsibilities:

• Provided Level I and II support to end users using GotoMyPC and BOMGAR.
• Performed hardware, network and software resolution using OTRS, TeamViewer, and Cisco WebEx.
• Deployed Windows based systems using SCCM networking tool to migrate clients (3,000+).
• Setup call forwarding, messages, and extension configuration with Avaya.

Desktop Support Technician

Responsibilities:

• Worked on Windows based systems deployments; provided Level I and II help desk support for end users.
• Provided day-to-day operations documentation for project managers.

Technical Support

Responsibilities:

• Performed network security monitoring within a financial corporation infrastructure (N-Able, Nessus).
• Maintained and checked errors within a financial transaction servers.
• Administered and supported the Symantec Endpoint Protection environment for over 200+ clients.
• Developed and recommended for the clients course of action for upgrading current infrastructure.
• Provided help desk support for Level 1 and 2 international locations (Active Directory Account services).
• Resolved many issues by instituting best practices in system log analysis, backups, network operating center security, user account/permissions management and systems/software auditing.
• Provided IT support to off-site clients nationally; worked on Windows based systems deployments (2000+).