SUMMARY:

• To obtain a position within an Information Services environment that will utilize my work experience and provide an opportunity for professional growth and advancement.

TECHNICAL SKILLS:

Application: Active Directory, MS Exchange 2010, MS Office Suite, Office 365, MS Communicator, Skype for Business, OneDrive for Business, Windows Remote Desktop, VNC, Bomgar, TeamViewer, LogMeIn, RSA Token Administration, Cisco VPN Client, VPN AnyConnect, VIP Access, Google Apps, Caspar Suite, Altiris, Cisco Agent Desktop, Cisco Supervisor Desktop, Calabrio Quality Management Desktop, Siebel Client, Lotus Notes 6.5 - 8.5, Lotus Notes Administrator 6.5, Lotus Traveler Mobility, MS Intune, Blackberry Enterprise Server, Remedy, Jira, Service-Now Ticketing systems

Hardware: Servers, Scanners, Printers, Copiers, Dell/HP/Lenovo Laptops and Dell/HP/Lenovo Desktops, Blackberry devices, Apple devices, Androids devices, POS Systems, Cisco IP Phone

Operating Systems: Windows 7,8,10, MAC OS, Windows Server 2008-2012R2

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

IT Support Specialist

Responsibilities:

• Troubleshoot general computer/server problems and ensure all workstations/printers are in working order and efficient
• O365 Account resets, unlock, mailbox creation, mailing list updates
• Active directory, unlocks, password resets, security group add and removes
• Basic Network troubleshooting
• Installing, upgrading, removing desktop and laptop applications
• Installing, upgrading, repairing, replacing user desktops and laptops
• Inventory control of hardware and peripherals
• Respond to service support calls
• Manage IOS devices via Microsoft Intune
• Support and manage all MAC software and hardware
• Support Skype for Business for all video conference calls
• Support for OneDrive for Business
• POS testing, setup and troubleshooting
• Liaison between Corporate and Vendors
• Training end users on use of all O365 applications
• Discuss yearly budget with Corporate IT

Lead Service Desk Analyst

Responsibilities:

• Analyze performance of the Service Desk, document resolutions, identify problem areas/trends and escalate to central team to enhance quality of service.
• Consistently evaluate, mentor and update staff competencies technically and professionally to align with needs
• Participate in project planning for operational/user-facing releases and provide guidance, input on implementation and training plans
• Participate in fiscal year planning activities, budget, projects, headcount
• Oversee and assess the processing of incoming tickets to ensure courteous, timely, and effective resolution of end user issues
• Ensure all issues are correctly logged and tracked in the ticketing system and participate in enforcing request handling and escalation policies and procedures
• Foster strong, positive and collaborate team spirit through regular team meetings and one-to-one
• Perform follow-ups to large scale and/or highly impactful incidents
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users
• Review and update procedures regularly, under central control and validation
• Train, coach, and mentor direct reports and when needed any member of the support team.
• Liaison to the central team for issues and when needed to coordinate solving complex technical issues with other central teams
• Responsible for team performance and staff satisfaction
• Responsible for reporting team metrics and effectiveness to central management
• Manage and challenge local IT vendors in collaboration with the central team
• Centralize all IT end-user equipment inventory
• Work with Regional Work Place Manager on moves and new office setups
• O365 Account resets, unlock, mailbox creation, mailing list updates
• Active directory, unlocks, password resets, security group add and removes

Lead Service Desk Engineer

Responsibilities:

• Responding to desktop support calls
• Work closely with clients possessing varying levels of IT knowledge and provide technical support for users, including IP Phone, Desktop, Connectivity, and Desktop Applications (MS Office) related issues
• Installing, upgrading, removing desktop applications
• Installing, upgrading, repairing, replacing user workstations (hardware and software)
• Inventory control of hardware and peripherals
• O365 Account resets, unlock, mailbox creation, mailing list updates
• Active directory, unlocks, password resets, security group add and removes
• Troubleshoot general computer/server problems and ensure all workstations/printers are in working order and efficient
• Basic Network troubleshooting
• Follow defined operating procedures to ensure that clients, systems and information are properly followed.
• Perform direct follow up with clients regarding remediation where appropriate.
• Interface with other elements of the client support structure including tracking client issues, updating client tickets and ensuring closure.
• Served as a liaison between Bloomberg and Financial clients to troubleshoot keyboard and application issues.
• Additional duties may also include special client projects.
• Cover client locations periodically.
• Knowledge transfer and training for junior level engineers.
• Proactive follow up on escalated issues.
• Supervision of junior level engineers.
• Resolution and close out of escalated issues.
• Subject matter expertise across standard IT disciplines.
• Support of virtual desktop environments.
• Support for Active Directory across multiple client platforms.
• Third party application support, client specific.
• Maintaining up to date technical, procedural and operational documentation.
• Maintain team readiness; keep team up to speed on new client requirements translating into team responsibility.
• Cohesive workflows between inter departmental teams.

Network Systems Engineer IT Help Desk Supervisor

Responsibilities:

• Communicate tactfully, verbally and in writing with department heads, managers, coworkers and vendors to resolve problems and negotiate resolutions
• Maintain standards to effectively monitor system performance
• Maintain and execute Security policies
• Maintain asset documentation for equipment in all supporting locations
• Maintain configuration files according to disaster recovery procedures
• Coordinate the day to day administration of all Network related software
• Maintain adequate daily backups of all File Server data, and configuration files including but not limited to voice mail, e mail, VRU, and domain controllers
• Develop and maintain standard site management and disaster contingency plans and verify that these documents are correct and up to date
• Provide and/or update project plans for all new and changing projects
• Document required Service Level Agreements for all circuits, PBXs, servers, and other network and telecommunications equipment
• Configure and set standards for desktop equipment
• PC Hardware and Software trouble shooting
• Assist in the coordination of office moves and office additions
• Maintain backups of routers and switches
• Perform integration of large scale systems into existing infrastructure
• Design and test networks, email systems, servers, new software and performance monitoring
• Performs security system configuration, testing and maintenance
• Perform VIP Access Administration
• Provide second level problem resolution by answering, evaluating, and prioritizing incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Provide guidance and training and operational procedures for lower level help desk personnel.
• Assists Help Desk Manager in scheduling coverage for the department.
• Assist users in running queries.
• Assist Help Desk Manager in operational reports
• Interview users to collect information about problem and lead users through diagnostic procedures to determine source of error.
• Determine whether problem is caused by hardware such as modem, printer, cables, or telephone.
• Handle problems recognition, research, isolation, resolution and follow-up for advanced user problems.
• Log and track calls using problem management database, and maintain history records and related problem documentation.
• Analyze and evaluate incident reports and makes recommendations to reduce help line incident rate.
• Consult with programmers to explain software errors or to recommend changes to programs.
• Call software and hardware vendors to request service regarding defective products.
• Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Write software and hardware evaluation and recommendation for management review.
• Perform related duties as required.
• Add Remedy Force license to end-users profiles.
• Perform VIP Access Administration
• Perform RSA Administration
• Add/Remove end-users from BlackBerry Enterprise Server
• Provide afterhours support

Manager Systems Technology

Responsibilities:

• Update and maintain all Bloomingdale’s departments’ Hardware and Software
• Purchase Order System Administration (MPCS-Mainframe) - Table Maintenance, User controls, Item Purge, New User Administration, and File Maintenance.
• Liaison with Macy’s System Technology on all applicable hardware and software concerns
• Maintain system usage for all workstations
• Coordinate the purchase and installation of all capital hardware and software improvements
• Manage the division’s pool of laptop computers, including maintenance and controlling sign-out sheets related to each device
• Maintain and update all legal compliance policies / procedures
• Maintain the division’s Disaster Recovery plans
• Coordinate with other departments on software requests.
• Manage testing and deployment, and post-implementation monitoring
• Ensure new executives are set-up with access to all necessary systems
• Laptop and Desktop reimage
• AD password reset (Server 2008)
• Provide local & remote user support
• Maintain, Configure & Trouble shoot Blackberry’s, Androids and iPhones
• Setup VPN access to end users
• Testing of all POS updates
• Testing of all special promo cards

Lotus Notes Administrator / Technology Analyst

Responsibilities:

• Maintain, Configure & Trouble shoot Blackberry’s, Androids and iPhones
• Configure all Laptops & Desktops with Lotus Notes
• Provide full support for all Hardware and Software needs
• Diagnose PC and Laptop problems, Maintain Laptop and PC inventory
• Register & Delete users from Lotus Notes server, Process name change requests, Create & Delete Distribution lists
• Monitor Email Quotas, Grant Calendar Access
• Lotus Notes support and configuration
• Escalate to have blackberry user added and or removed from BES server
• Provide local & remote user support
• Recommend hardware and software needs to manager
• Manage cell phone and Blackberry accounts
• Provide scripted automation in PC configurations
• Coordinate with vendors on PC / Laptop repairs
• Liaison between Macy’s Home and other Macy’s divisions