PROFESSIONAL SUMMARY:

An IT professional - with experience in managing and troubleshooting complex Windows network infrastructures and PCs. I have participated in upgrades, migrations and experienced in Active Directory. I have strong customer service and excellent communications skills.

TECHNICAL SKILLS:

• Diagnosing and Troubleshooting. Installing and configuring devices. Operating system fundamentals, OS structures/types Concept and Procedures for creating and managing files and backups.
• Networking capabilities - Microsoft Windows Server 2000 and 2003 Active Directory server installations. Create users and password update.
• Analyzing and resolving complex hardware and software problems associated with desktop, laptops and peripherals. Functions include but are not limited to: set-up of workstations/devices, repair/elimination Installing and Configuring devices and resolution of compatibility issues.

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support

Responsibilities:

• Support, implement, monitor and provide technical support laboratory environment, typically integrated with instrumentation. Provide scientific and laboratory services, including multivendor instrument and validation/compliance services
• Administers and assures connectivity of customer’s Windows based platform. Develops, documents, and conducts periodic inventories of client systems while sharing significant knowledge of the operating system, desktop hardware and peripherals, enterprise print strategy, management tools, desktop tool development, software distribution, and core desktop applications
• Manage On-boarding, retirement and relocation of equipment and workstation. Implements Windows based security, including but not limited to: user / group permissions, file / folder permissions, group policies, local security policies, etc.
• Draft validation and compliance documents supporting GxP computerized systems, and relevant infrastructure, including those related to compliance evaluation, and validation. Examples include SOPs, qualification protocols.
• Analyzes, Identifies, and implements enhancement, upgrade and provide solutions to improve the overall support of workstation in a timely manner.
• Ensure adherence to client’s corporate polices through reporting and compliance programs. Act as the technical support contact for field service engineer and scientist, repairing and troubleshooting client instrument and workstation.

Environment: s:Window 7, XP, Active Directory, Remedy Ticketing System, MS Office Suite

Confidential

Windows 7 Migration/ Desktop Support

Responsibilities:

• Assist and provide documentation to the procurement manager for purchasing of desktop systems and laptops for end user request. Support and respond to internal and remote user concerns with workstations.
• Manage and support the Symantec Endpoint project in relation to remediation, working with the Malware team to ensure smooth transaction to the new version for all workstations.
• Schedule end user and evaluate workstation and laptops for window 7 deployment. Recommend system upgrade as and when needed by the clients.
• Oversee provision of hardware peripherals and manage the assigning of these workstation to end user and updating all assert as assigned in the database. Solely responsible for all asset request, validating these request in relation to company policies.
• Provide daily end user support using ServiceNow to track all ticket request or service request after window 7 deployment.

Confidential

Windows 7 Migration/ Desktop Support

Responsibilities:

• Provide comprehensive hardware maintenance services designed to protect multivendor environment while maintaining critical uptime capabilities.
• Executing the replacement activity, updating the asset management system to reflect the activity and preparing the replaced asset for disposition.
• Managed software distribution including Microsoft Security upgrades and standard desktop software patches using SCCM. Prioritize and coordinate security patch and software testing schedules and distributions.
• Provide resources and technical assistance for migrating data-including, hardware environment refreshes, storage reclamation, consolidation and other key infrastructure.
• Used Remedy helpdesk ticketing applications to create, modify, update, store and communicate Tickets. Manages multiple tasks and small projects as well as service requests and incident resolution and proper documentation of all resolution process.
• Imaging and data transfer, final configuration and deployment of laptops and desktops. Confirmed system Updates; MacAfee Anti-Virus, Windows Updates. Desktop support including common desktop core application types such as firewall and anti-virus, VPN and encryption technologies, common browser settings, PC back up and software deployment of clients system.
• Worked with Operation Administrators to add computers to the domain and verify port activations and troubleshoot network connectivity issues.

Environment: s: XP, Window 7, Remedy, Microsoft Suites and LANDesk

Confidential

Windows 7 Migration/ Desktop Support

Responsibilities:

• Asset management and audit of new system. Manage all warranty issues of thin-client and desktop systems to users and assigning same to the users.
• Participate in Inspections, evaluation and related meetings to address configuration issues.
• Monitor system performance, gather data, and prepare management reports, and audits hardware/software inventory to ensure their integrity as well as licensing compliance.
• Update and maintain site administration manual documentation. Provide user orientation on hardware, or software or network operations and also provide high level of technical support and customer service expertise to enterprise clients
• Migrating of user’s data using SCCM and USMT, support users after deployment. Remote support and desk side visits to rectify issues.
• Coordinated with developers to outline build and deployment procedures and resolve software configuration issues. Creating and maintaining documentation of all procedures current and proposed methods according with company policies.
• Consult with vendor in providing technical support for core desktop operating system and all major software applications and components, in addition to proprietary software by diagnosing, troubleshooting and determining root cause of issues through logs.
• Post-deployment - re-map all network Printers and shared drive access. Backup and restore customer data, settings, favorites, mailbox, calendars & signatures etc. Troubleshoot Windows 7, Windows XP, MS Office 2007, and proprietary application software errors.

Confidential

Windows 7 Migration/ Desktop Support

Responsibilities:

• Perform custom software packages that allow for Confidential (LTI) deployment for the clients software and operating systems.
• Perform data migrations of user’s data and upgrading, repair and migration of equipment and associated peripheral devices. Installation and De-installation of software and associated peripheral device drivers as required by client.
• Provide resources and technical assistance for migrating data-including, hardware environment refreshes, storage and consolidating client key infrastructure.
• Assist with the distribution / delivery of computer hardware to various end users and facilities within the corporate campus. Also, delivering equipment to regional offices, setting up systems (connecting monitors and accessories, etc. - software installation / configurations), formatting / removing hard drives, performing basic diagnostic activities (using simple software tools), and verifying warranty information.
• Perform and follow pre-established processes and procedures in the receipt, inventory and distribution and disposal of technical hardware and/or software.
• Assist with validating quantities received against original purchase orders and follow procedures to resolve discrepancies and to document the resolution.
• Accurately enter data into a variety of computer systems for the purpose of tracking computer equipment and/or software that has been migrated or deployed using Enterprise Migration Analysis Reporting tool.
• Supporting remote user, configuring and assisting user with VPN issues, installing network printer.

Environment: s: XP, Window 7, SCCM, Active Role, EMART and Teamsite.

Confidential

Field Technology Specialist

Responsibilities:

• Provides first-tier support for problems associated with PCs, monitors, printers and desktop software.
• Coordinates equipment moves, adds, and changes.
• Answers all incoming calls to the Technical Service Center.
• Provides professional and courteous service to all clients.
• Provides consultation to users for all aspects of end-user computing and desktop-based LAN systems software.
• Provides onsite support as directed for infrastructure hardware and software. Provides technical support and guidance through Tier 2 support and works with vendors to resolve blackberry and application.
• Provide ownership and accountability for incidents related to defined applications. Research and evaluate alternatives in order to recommend the most efficient and cost effective solution that meets business requirements and IT standards. Setup and support new blackberry user.
• Responsible for supporting all Mobile Phone (Motorola CN50) user and documenting solutions to problems and developing end-user guidelines. May provide on-the-spot guidance to users.
• Consults with and makes recommendations to users on selection of hardware and software products to address business requirements.

Environment: s: XP, Active Directory, Remedy Ticketing System, MS Office Suite, Mantis, MobeControl, Site-Supervisor, Blackberry Support and Team-View.

Confidential

Desktop Support

Responsibilities:

• Perform support for on-site and off-site end-user for all technology related needs.
• Support Refresh Project and Installation, configuration and troubleshooting of desktops, laptops, telephony and other related technology devices.
• Support all administrative tools to track technology devices and user profiles and also enable all new technology procurement are document and issued to end-user as agreed
• Develop proactive ways to avoid potential problems and automate maintenance tasks
• Contribute to company-wide technology projects
• Provide a high level of customer concerns on all interactions and Provide timely, creative and alternative solutions to meet business needs and quick resolution.
• Track and maintain detailed documentation on all issues handled and resolved with the Service Level Agreement. Actively share knowledge and offer assistance to teammates.

Environment: s: XP, Active Directory, Remedy Ticketing System, MS Office Suite, Ghost and Argus.

Confidential

Desktop Support & Deployment Tech

Responsibilities:

• Provide comprehensive technical support services to support center customers and document recommendations for troubleshooting steps.
• Recommend timely solutions to issues affecting the client-base and act as first point of escalation for Level I Technicians. Support Technical Account Supervisor (TAS) functions and assume TAS responsibility in their absence.
• Confer with TAS to identify trending problems and develop solutions and documents client specific work flow. Work within client service level agreements
• Analyzes client needs and reviews technical alternatives to determine their impact on the client and systems environment.
• Participates in the planning, installation and implementation of new or modified PC/LAN related hardware, software, applications or operating systems to meet client's requirements and updates/writes documentation
• Create and submit detailed call logs, documenting customer interactions - Accuracy and thoroughness in logging components. Maintain technical proficiency in all applications utilized by supported clients.
• Contribute current technical information and best practices concerning proprietary applications to the proper knowledge distribution channels.
• Perform customer support related tasks and special projects as assigned by management liaise as necessary interdepartmentally to seek resolutions to all issues reported.

Environment: s: Active Role, Teamsite, eDiscorvery, XP, Support Center, Mercury Ticketing System, MS Office Suite, Ghost and Virtual Dynamic Machine (VDM).

Confidential

Responsibilities:

• Create an awareness of the limitations of hardware, Upgrades, Configurations Installations and "best practices" as relates to company policies.
• Rigorously test the capacity of the existing database to handle inquiries. Determine points at which system Upgrades, Configurations and Installations are schedule.
• Project the staffing requirements needed to monitor and troubleshoot PC issues. This includes encouraging the project lead to set up an emergency response procedure, with staff who will share "on call" commitments.
• Inform management about the successes and responses to the Project. Reports can include the number of failures, and so on.
• PC builds and configurations provide customer one on one training on the new operation system. Provide customer assistance and problem source identification and problem resolution at the desktop.
• Interact with other teams to provide efficient customer resolution, including consultation with the 3rd level LAN Administrators and or Networking.
• Provide deskside support to customer Confidential machines with Windows 7 client operating systems clients for hardware and software issues.
• Provide direct ownership of problem resolution, analyze and resolve 97% customer problems at first contact.
• Follow up calls to customer to assure incident closure. Utilize call tracking software to update and close call records with detailed documentation of steps taken as issue resolution. Utilize standard Confidential Global Services processes and escalation procedures as documented.

Environment: s: Windows 7, XP, Vista, SMS and Confidential Ticketing System.

Confidential

Desktop Support

Responsibilities:

• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• XP desktop migration - Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
• Answer to and perform moves, adds and changes (MAC) requests as they are submitted by line managers.
• Ensure that physical desktop connections LAN/WAN (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order. Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting and statistically monitoring desktop operations. Respond to the technical needs and questions of customers concerning their applications, equipment and access.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment. Accurately document instances of desktop equipment or component failure, repair, installation, and removal. If necessary, liaise with third-party support and PC equipment vendors.

Environment: s: Windows NT 4.0, XP, 2000, Vista, 2003 Server, Ghost and Remedy Ticketing System, MS Office Suite, LANDesk.

Confidential

Technical Support

Responsibilities:

• PC Refresh: includes Move, Add, Change requests, Break/Fix and Technical Support.
• Asset management support; Data/hardware disposal assistance, Patch Management updates.
• Perform software updates of medical devices using Confidential Alaris proprietary software.
• Perform hardware updates on medical equipment using standard hand tools. Conduct electrical safety tests on medical devices using an electrical safety analyzer. Record results manually.
• Perform functional tests on medical PCs using Confidential Alaris proprietary software. Record results manually as well as input the results into software application. Use a bar code scanner to input and manipulate data in to a Microsoft Excel spreadsheet.

Confidential

Technical Support

Responsibilities:

• Diagnose and repair HP, Compaq and Confidential laptops and desktops - including assembling of the entire laptop/desktop from its entire components. Replacing of system board, LCD screen, hard drives, CPU and, or memory. Repair Hp inkjet and laser printers
• HP and Confidential desktop installations, hard drive imaging and installing or updating Window 2000, Windows XP and Vista operating system as required.
• Installing Network Operating System., Assign IP Address based given host table to laptops, desktops and printers.
• Determine customer warranty requirement in database. Documentation of work progress in database, report and escalate all unfinished repairs to the project lead.

Environment: s: Windows NT 4.0, XP, Vista and 2000.