SUMMARY:

• I have over 17 years of experience in IT serving in a variety of roles from Helpdesk to Field Service Engineer.
• I have strong experience with build out and support of Windows based Servers and Desktops.
• I have experience with implementing and supporting wireless and wired networks. Recently I have also entered into Service Management with a focus on healthcare for the last 7 years.
• I sell maintenance and service contracts to facilities in the healthcare space.
• I also have a well - rounded understanding of the MS Office suites of products including Office 365.
• I have a strong work ethic and customer service focus that helps me to work with people at all levels of organizations.
• I am also a great multi-tasker and prioritize work effectively.

TECHNICAL SKILLS:

Software: RAID, Terminal Server, WSUS, SAVCE, DHCP, DNS, HTML, Photoshop CS2, Frontpage, Access Database, Web publishing, Blackberry, Active Directory /Exchange Administration, Windows Vista Enterprise, Windows 98, NT, 2000, XP, NT Server, 2000 Server, 2003 Server, 2008 Server, 2012 Server, Microsoft Office 97, 00, 03, 2013, XP Internet, Networking, Proprietary Software, Novell, MAC OSX, Citrix, MAS 500, Windows Mobile 5.0, Goodlink, Blackberry, Clarify, Peregrine Service Center 6, Trouble Ticket Express, Iprint, Groupwise. Windows Mobile 2003. Bloomberg Anywhere. Lotus Notes. Windows 7,8,10 32 and 64 bit. VNC. Symantec Ghost Server, BEZ Server. Confidential Navicare Nurse Call Software. Rauland Responder Software. Oracle Netsuite ERP.

Hardware: IBM laptops, Blackberry, Compaq Proliant servers, HP Printers, Intermec Handheld Scanners, Thermal printers, HP Servers, Dell Servers. Proficient hardware installs and configuration. Also, Hubs, Switches, Routers. Bloomberg Terminals. HP Proliant and DLP. Server clustering. Confidential and Rauland-Borg Nurse Call Systems. Vocera, Spectralink, Centrak.

PROFESSIONAL EXPERIENCE:

Confidential, New York

Service/Operations and Contract Manager

Responsibilities:

• Managing the service department for Nurse Call Systems in the NY Metro area
• Managing a team of 3 Field Service Technicians and 3 Project Leads (Level 2) including dispatching and assigning service work and on call rotation as needed 24X7 365 a year.
• Creating Jobs and Sales Orders as it pertains to our hospital clients in NetSuite CRM solution
• Billing customers for services rendered
• Invoicing customers and collecting debts when on credit hold.
• I also manage and sell the software and hardware maintenance contracts to hospitals.
• Have taken the service department from a $229,000 deficit in 2016 and made it profitable in 2017.
• I have been involved in the system design for Nurse Call products at hospitals such as StonyBrook, NYP. Again this includes translating CAD drawings, Risers etc and also working with needs analysis translating this into specific high level design for integrations (vocera, RTLS, Cisco phones) Etc.
• Worked with proprietary UL1069 servers, HP Servers, Dell servers (Blades as well) and built them from the ground up. I have added SQL based software for Nurse Call and RTLS products from both a technical standpoint and am able to communicate and train on the benefits from a clinical standpoint as well (Nurses, Doctors, Executives Etc)
• I have done technical solutions pre-based sales (walk-throughs and such) for the NY Metro market....including the 5 boroughs and Long Island.

Confidential, New York

Field Service Engineer

Responsibilities:

• Imaging and configuring Servers with Windows 2000-2012
• Imaging desktops with Windows 2000-7
• I go onsite and provide site assessments and recommendations in regards to updating software and hardware
• I assisted with wireless vendor voice integrations (Vocera, Spectralink)
• I worked with Rauland Borg, Confidential nurse call systems.
• Project liaison work including setting timelines for project completion between hospital and vendor
• Provide phone support troubleshooting walking clients through complex steps to resolve issues using lay terms
• Manage procurement for the hospitals i.e. Desktops, servers, nurse call components
• Managing onsite business partner to ensure work is done in timely fashion. Project management scope included ensuring install deliverables are met in a timely fashion. Oversee work done by the vendor to ensure compliance is met in the work environment
• Installation and support of Office 365
• Front facing with clients to provide support and maintaining strong relations
• Obtaining proper documentation for purchase, install and certification
• Government clearance to work at VA hospitals
• Proficient in Office suites 2000-365 and Outlook mailbox configuration and maintenance pst files etc
• Working with and configuring layer 2 switches
• Crimping cables and performing network cable testing
• On call 24X7
• Remote troubleshooting using VNC, Remote Desktop, TeamViewer, and AAMMY software

Confidential, New Jersey

IT Support Field Technician

Responsibilities:

• I fielded customer phone calls on a daily basis
• Also responded to tickets daily in my queue and emails
• Handled hardware disbursement from procurement orders which included printers, desktops, laptops etc
• Imaging desktops from Windows XP to Windows 7
• Remote support via remote login software and over the phone troubleshooting
• Updating to Office 2010 and 2013
• Travel to different offices providing support
• Blackberry,Android,Iphone 4,4S,5 configuration with mail and troubleshooting, deployment to users with full instruction on how to activate there account
• Activated tablets, smart phones and laptops to receive corporate email
• Active Directory account creation, deletion, password resets and mailbox creation and administration
• Cisco switch configuration and deployment
• File server management and maintenance
• Wireless network support
• Printer support

Confidential, New Jersey

IT Support/ Engineer

Responsibilities:

• 100 percent phone support of 300 field service clients on Windows Mobile 5
• I took an average of 30 calls a day with email support as well
• Follow up calls and email communications to clients handling up to 30 tickets daily
• Setup and configuration (rollout) for Motorola Rugged MC7094 PDA’s for the field force couriers
• Configured devices with Active Sync using documentation on a Windows Mobile 5 platform

Confidential, New Jersey

Executive Desktop Engineer

Responsibilities:

• Executive Support for Senior level execs plus 75 users
• I fielded 10 phone calls and emails daily
• Created and maintained images using Symantec Ghost backing up them up to a remote server
• Handled procurement for the execs which included handheld devices, laptops, tablets and desktop computers
• Novell support with objects, Iprinting, and overall support of logins etc
• Manage all wireless phone accounts and equipment (AT&T and Verizon) including purchasing, deploying and setting up devices on a BES server
• Provide remote support for the Nortel VPN Client and key fob tokens
• Support of Novell Groupwise mailboxes including mail management
• AV support with large conference room setups (i.e. laptops, projectors, clickers etc.)
• Supporting the Office 2003 Office suite with focus on managing large presentations in powerpoint (Stacking hundreds of slides at times from multiple templates)
• Home visits for the executives setting up wireless networks, troubleshooting home computer setups etc
• MAC support for the CEO

Confidential, New Jersey

HelpDesk Supervisor / Desktop Support

Responsibilities:

• 100 percent phone support and troubleshooting
• I fielded 50 phone calls a day
• I fielded 20-30 emails daily
• I was in charge of a team of 5 analysts in a high paced environment
• Responsible for supervising helpdesk analysts in performing their day to day duties
• This will include ticket tracking, call tracking (w/software) and overall performance
• Interviewing candidates for the helpdesk position
• Training new hires, updating helpdesk procedures
• Duties included resolving MS Windows 2000/XP, Office 2003 and Outlook 2003. VPN, Blackberry email sync and Internet connectivity
• Landesk pushing of software and remote control sessions for installing software and Troubleshooting issues for users
• Active Directory 2003 creation of accounts, terminations and email setups

Confidential, NJ

Executive Desktop Engineer

Responsibilities:

• Executive Support for Senior Vice Presidents and the CEO for approximately 50 users at Avis Budget group
• Designed, maintained and deployed Windows Server 2003 builds for the executive members
• I setup Blackberry devices through use of the proprietary software on the server side and troubleshot issues
• Installed and configured software by deploying images using Ghost cast Enterprise Server
• Deployed the WSUS 3.0 and SAVCE 10.2 Server with RAID 5 technology
• Deployed and Configured WSUS 3.0 and setup scheduled downloads and maintained periodic software pushes to client workstations
• Deployed and Configured SAVCE 10.2 Antivirus Server and also setup scheduled Live Updates and monitor overall health of the client workstations
• I also created an Access DB containing asset tracking and user information. I also published a web site (DB interface repository) for departmental use
• Also was responsible to Microsoft Exchange 5.5 related projects (migrations, moves, mailbox filtering, deletions, etc)
• Also provided support remotely to users in Florida and Canada

Confidential, New York, New York

Desktop Engineer

Responsibilities:

• Windows Mobile 5.0 support for end users with a Goodlink backend communication with Microsoft Exchange Server 2003. Setting up the user accounts and pushing passwords
• Managed hardware and software resources via landesk to assess procurement needs
• Corporate Desktop Management support for 130 plus users (including Executives and the legal dept)
• I worked closely with the corporate legal department regarding sensitive information including, personal confidential information of employees and terminations
• Troubleshot technical issues with software and hardware support for IBM and Dell servers, laptops and desktops.
• Create Active Directory 2003 accounts including mailbox and standard accounts, group creations, and distribution lists and migrations
• Supported MS Exchange 5.5 including mailbox creation and maintenance
• Used Mercury IT Governance Center 6 (web based ticketing system) to track and resolve user and system issues
• Deployed from start to finish an ADP Payroll system. This involved building 2 servers from implementation to deployment. 1 Terminal Server 2003 X64 edition and one 2003 Server Standard edition 32 bit
• Deployed test environment with Windows Vista 32 and 64 bit

Confidential, NJ

Help Desk level 2 Analyst

Responsibilities:

• Management support for 100,000 plus users for Confidential Pharmaceutical in an Active Directory 2003/Exchange 2003 environment. I worked in a 30-man team.
• Open and closed 50 tickets a day, 250 a week and was a top performer in this department
• Fielded 20 phone calls a day and emails as well.
• Troubleshot technical issues with software including SQL server based applications, Office 2003, XP and 2000
• Blackberry device activation and support dealing with installation of application and configuration control in a BES environment
• Create Active Directory 2003 accounts including Exchange mailbox and standard accounts, group creations, and distribution lists
• Responsible for account migrations from one organizational unit to another
• Used Service Center 6 (ticketing system) to track user problems
• SMS deployment packages management

Confidential, Paramus, NJ

Desktop Engineer/Systems Administrator

Responsibilities:

• Support of 200 internal and occasional support for 500 users in the California office
• I engineered/designed tailored specific desktop images for the finance, imaging, and ophthalmic departments.
• I also maintained and updated the images taking ownership of cataloging and overall management of the images.
• Assisted in assessing the procurement needs for the company running analysis and inventory
• 20 phone calls and email support on a daily basis
• I worked with the corporate legal department regarding terminations, data archival, and sensitive information and the access rights
• Also assisted in managing 20 plus (file, print, Citrix Farm environment, MAS 500) servers
• I helped to deploy the applications on the client images as well as supporting the applications in an enterprise environment
• Citrix Farm print server support via SQL Databases.
• Troubleshoot software and hardware issues ranging from Windows Operating systems and MAC software to desktop and server hardware
• Experience troubleshooting network issues dealing with network connectivity, internet, and applications that are dependent on the Internet. TCP/IP, IPX/SPX, and appletalk protocol
• Migrated both user and Microsoft Exchange Accounts using the ADMT tool. This was from an Exchange 5.5 to Exchange 2003 and Windows NT 4.0 to Active Directory 2003 environment
• Also managed the backup solution and rotated tapes as necessary

Confidential, Basking Ridge, NJ

Help Desk Analyst

Responsibilities:

• 100 percent phone support in a fast paced environment
• Support team consisted of 50 people
• Responding to an average of 30 emails per day
• Reset passwords in Active Directory
• Blackberries and mobile device support
• Responsibilities include answering 30-50 phone calls daily in a high paced environment.
• Supported 3000 external users.
• Troubleshot proprietary software for Confidential pharmaceuticals
• Initiated follow-ups on open computer hardware and software issues with the Confidential sales force on a daily basis to resolution
• Troubleshooting also includes the Windows environment with proficiency in Microsoft Office applications
• I also provided support in Spanish for Confidential Puerto Rico