TECHNICAL SKILLS:

• Active Directory (RSAT)
• Microsoft Office 2007/2010/2013/2016 - Windows 7/8/10
• Mac OS
• Windows Server 2012 R2 Networking (LAN/WAN - TCP/IP)
• SAP (Purchasing)
• Sophos Anti-virus
• Websense
• Print server
• NTFS Permissions

PROFESSIONAL EXPERIENCE:

Confidential, Queens, NY

IT Desktop Support Technician

• Contribute in a successful company-wide migration from legacy Microsoft Exchange Server 2003 to Office 365 and Exchange Online for 1000 plus users
• Install and troubleshoot Microsoft Office 2007, 2010, 2013(365), OneDrive For Business and Skype for Business
• Support video conferencing units (Lifesize: HD Video Conferencing Solutions and Skype for Business)
• Provide effective and timely resolution of hardware, software, operating systems, networking, and all end-user related issues
• Administer organizational units to facilitate access and deliver solutions for domain-related end user issues
• Ensure computers are interconnected seamlessly with diverse systems, including but not limited to: file servers, email servers, video conferencing systems, security camera servers, application servers and plant productions applications
• Analyze performance of team activities and documented solutions; identifying problem areas, devise and deliver solutions to enhance quality of service and to prevent future/repeat problems
• Collaborate with vendors to resolve hardware and software technical problems
• Travel to remote sites for IT projects and field installations as required
• Ensure accurate asset management by utilizing Manage Engine ServiceDesk Asset Tracking to manage infrastructure technology assets
• Perform and collaborate with teams in preventive maintenance and repairs of corporate technology infrastructure including: PCs, Laptops, Phones, Printers, Kronos clocks, Audio and Visual.
• Assist with training of staff members newly developed processes
• Implement areas for process improvements while working with the management staff to define and strategically put in place value-added methodologies

Confidential, Queens, NY

IT Service Desk Analyst

• Provided responsive and high quality technical support for Tier 1 and 2 over the phone in a call center environment
• Resolved customer requests using remote tools such as: GoToAssist, Microsoft Lync (Skype for Business), Windows Remote Desktop, and RDC for Mac
• Supported mobile device software such as: IOS, Android and BES
• Sustained resolution rates of 90% for incoming requests at first contact on a monthly basis
• Designed a Service Desk catalogue as per ITIL standards
• Administered audits of service delivery measuring quality of service on a quarterly basis
• Implemented methodologies to improve first call resolution and escalation policies
• Composed standard operating procedures (SOP) to promote consistency across the various layers of services offered
• Maximized service time for End Users by refocusing IT hardware and software purchases
• Initiated corporate expansions through various renovation projects; facilitating users and management with various planning, and execution of operational tasks
• Aligned cross-functional teams in achieving corporate objectives

Confidential, New York, NY

Desktop Support Technician

• Provided service and support to internal teams and senior executive clients on Windows Platform for desktop application related issues
• Determined source and nature of computer malfunctions; adjusted, repaired, and replaced failed equipment
• Managed day-to-day operation of the enterprise desktop technologies including general installations, repairing and configuration of the following: print servers, personal computers, printers, operating systems and desktop applications
• Managed the deployment of security patches via WSUS
• Performed preventative maintenance on workstations to ensure systems were performing at an optimum level; also assisted in server maintenance and support
• Troubleshot and resolved hardware issues related to: PC’s, laptops, RIM Blackberry handhelds, network printers, and fax machines
• Identified trends or issues within the production computing environment and worked with vendors to resolve them
• Conduct biweekly asset management and inventory of spare parts
• Provided hands on and remote support troubleshooting integrated video and audio conferencing equipment

Confidential, New York, NY

Corporate Operations Engineer

• Provided technical support to over 3,500 employees in two NYC buildings
• Provided direct support for services such as office phones, cell phones (Apple IOS, Android and Blackberry OS), video conferencing equipment
• Provided direct user support for Windows, Macintosh OS X desktop/laptop users
• Transferred data and distributed equipment to more than 1000 employees
• Assisted users in data migrations as well as resolving hardware requests and data recovery requests
• Assisted co-workers in documentation write-ups through Remedy ticketing system
• Provided direct user support for Google office relocation and expansions
• Ensured proper flow of meetings and equipment requirements by supporting more than 100 conference rooms
• Partnered with various teams including security, networking, inventory, and infrastructure departments on a daily basis
• Worked with vendors and technical support organizations to coordinate troubleshooting processes