SUMMARY

PC technician with 19 years’ experience in multilevel corporate IT support.

TECHNICAL SKILLS:

• Windows 7
• Vista
• XP
• 2000
• Active Directory
• Autodesk 3dsMax
• Active Sync
• Adobe Acrobat
• BMC BladeLogic
• Cisco IP Communicator
• Cisco VPN
• Countwise
• DameWare
• Dayforce
• Footprints
• Ghost
• Google Chrome
• HP OpenView ServiceDesk
• HP UFT/QTP
• IE 11
• IP Scanner
• JAVA
• McAfee
• Marimba Tuner
• MS Office 365
• MS Office Suite
• MS Lync
• MS Silverlight
• Mozilla Firefox
• Norton Antivirus
• Outlook
• Peoplesoft
• Photoshop
• Quality Center
• Remedy
• RDA
• SAP
• Snagit
• SQL
• Teamviewer
• TOAD
• Uniflow
• Visual Basic
• Webnow
• Winzip

PROFESSIONAL EXPERIENCE:

Confidential - NY

IT Support Technician

Responsibilities:

• Providing overnight online POS support for Chanel boutiques.

Confidential

BA/QA Intern

Responsibilities:

• Tested different modules (Ex. Patient Management, Doctor, Admin, and Insurance Claims)
• Participated in requirements and test case review sessions, as well as system testing, integration testing, back-end testing, regression testing, and user acceptance testing.
• Successfully completed software requirements specification & identifying required test scenarios.
• SDLC Agile Methodology using Jira, and generated reports and graphs using Jira.
• Used defect tracking system to report bugs found at different stages of testing.
• Executed SQL queries to retrieve data and for data validation.
• Web services testing - Soap UI/Restful.
• Developed automation scripts, and performed functional and regression testing using HP UFT.
• Used different Frameworks (such as Data-driven & Keyword-driven) in QTP/UFT, and worked on VB Scripting using Shared Object repository, Object identification and Descriptive Programming.
• Customized and enhanced Test Scripts defining various Checkpoints, Input values, Output values, Parameterized Test, Defined Regular expressions, Recovery Scenarios.
• Acquainted with UNIX, Shell scripts, and have used Putty tool to access server logs

Confidential - New York, NY

IT/Support Technician

Responsibilities:

• Handled the configuration of Microsoft Outlook and Exchange within an enterprise environment.
• Supported troubleshooting within Windows Operating System (Win8) for both onsite as well as remote users.
• 90+% ticket resolution (Fiserv tkt. system) for all levels of support for Desktop and Laptop Machines.

Confidential - Parsippany, NJ

IT/Support Technician

Responsibilities:

• Participated in Internet Explorer 11 roll-out for multiple users.
• Handled all aspects of hardware and software migration and deployment for this project.

Confidential - Franklin Lakes, NJ

IT/Support Technician

Responsibilities:

• Designed and orchestrated the set up and configuration of 150 users to migrate to Windows 7
• Established the blueprint for the most efficient use of space and time to effectively minimize downtime for users.
• Finished project 2 weeks ahead of schedule due to streamlined process.

Confidential - Secaucus, NJ

Desktop Support Technician

Responsibilities:

• Provided 1st and 2nd level support (remote and onsite) for fashion retail outlets internationally.
• Provided 1st and 2nd level support (remote and onsite) for corporate fashion industry.
• Configured Windows 7 laptops & desktops for large-scale rollout.
• Configured mobile devices (IPhone/Blackberry/Android).
• Edited user accounts via Active Directory.
• Utilized the BMC Footprints (Track-It) ticketing system and provided clear, concise, and timely updates.
• Assisted with large-scale rollout of VOIP phone system and provided support for same.
• Supported Polycom videoconferencing and phone systems.
• Handled anywhere from 3 to more than 1 dozen calls per day, local and worldwide.

Confidential - Jersey City, NJ

IT/Desktop Support Technician

Responsibilities:

• Participated in Windows 7 migration for approx. 300 users (laptops/desktops).
• Configured Blackberry, iPhone, and iPad devices for MS Outlook and internet access.
• Installed/replaced laptop LCD's, keyboards, (Verizon) broadband air-cards, wireless tokens. Procured and shipped IT-related devices (laptops, displays, printers, key fobs) to remote users.
• Created and edited user accounts via Active Directory.
• Imaged a surplus of standby laptops to be implemented as loaners and to minimize downtime for users.
• Assisted with the inter-office migration of 200-plus users in the NYC office.
• Responsible for backing up users systems and saving critical data as per FDA guidelines.
• Ensured that Client Services tickets were executed properly (via Remedy) and that updates were entered clearly and concisely in a timely manner.
• Provided on-site and remote support for over 400 users in a Windows XP environment.

Confidential - Nutley, NJ

Service Manager

Responsibilities:

• Participated in the Deployment of HP OpenView ServiceDesk business application.
• Created accounts and workgroups, assigned roles and permissions for user accounts and provided training and workflows for HP OpenView ServiceDesk.
• Provided both classroom and one-on-one training for HP OpenView ServiceDesk software.
• Created a master database of servers for multiple departments, and oversaw the migration of both servers and applications among multiple departments on a global scale.
• Scheduled meetings with clients to determine their technical needs for servers and databases, and to finalize sufficient timelines and deadlines.
• Scheduled meetings with Network administrators to coordinate proper downtime for server and application migration.
• Responsible for ordering and coordinating the installation of hardware, software, databases (Oracle/Unix), and provided support for same on a global scale.
• Created a step-by-step outline for server & application migration procedure used by Service Managers.

Confidential - Nutley, NJ

IT/Desktop Support

Responsibilities:

• Configured and serviced PC’s & laptops, CD-ROM drives, memory, virtual memory settings, printers, mapped drives, installed & configured internal/external modems, internal/external drives, formatted and partitioned hard-drives.
• Provided 1st, 2nd, 3rd, and executive level support for approx. 250 users.
• Developed proficient repair skills and established excellent client relations by following up on installs and assisting in numerous large-scale Windows rollouts and site surveys.
• Created 'How To' documentation for procedures such as laptop disassembly, drive mappings, hard-drive installation, memory installation, etc.
• While solely responsible for in excess of 200 users (offsite), I also provided service for users located on the main campus.

Confidential - NY, NY

IT/Desktop Support

Responsibilities:

• Imaged desktop and laptop PC's to user specs and delivered and installed same.