TECHNICAL SKILLS:

Hardware: Working knowledge in troubleshooting Cisco switches, Desktops, Servers, Laptops, Printers (Dot Matrix, Bubble, Laser), Scanners, Routers, Hubs and Wireless devices (enterprise routers & switches), cabling. Troubleshoot and support mobile devices Blackberry, Apple, Sony and Samsung.

Systems: Cisco, Windows NT/ 2000/2008/2012 Servers, Windows 95/98/XP/Vista/7/8, Knowledge of Linux (Ubuntu), and Apple IOS.

Ticketing System: SolarWinds, Track It, RHESolution, Remedy, BMC Service Desk Express and Astea

Remote Desktop: Solar Winds(Dameware), TeamViewer, Bomgar, RDC, LANDesk, and NetMeeting

Protocols: TCP/IP, DNS, Ethernet, Fast Ethernet, Token Ring, LAN, WAN, Firewalls, SQL, 802.11 a/b/g, VoIP and CCTV Surveillance System.

Server Based Applications: Cisco, MS Exchange Server, MS SQL Server, Meditech, Citrix Program Neighborhood, Active Directory, CM, VMware and Own Cloud.

WORK EXPERIENCE:

IT Support Specialist

Confidential, Miami, FL

Responsibilities:

• Responsible for troubleshooting Cisco switches; including 2960, 3750 and 3560X across multiple sites
• Performed basic phone and voicemail administration in Cisco Unity Call Manger (CUCM)
• Worked closely with network architect to create a scalable network utilizing a wide array of Cisco products.
• Managed maintenance of network connections
• Assisted in setting up Serial and Ethernet Interfaces
• Assign end user data and voice VLAN
• Performed basic phone and voicemail administration in Cisco Unity Call Manger (CUCM)
• Worked closely with network architect to create a scalable network utilizing a wide array of Cisco products.
• Assisted in designing and implementing a new VoIP phone system utilizing complex pieces of Cisco networking
• Assisted in training personnel on new network upgrades that required new network functionality. equipment. Setting up Serial and Ethernet Interfaces
• Familiar with the setup and basic configuration of Cisco LAN 2960, 3750 and 3560 Switches
• Researched data for new projects looking for compatibility and issues with data quality
• Completed capacity reports for board presentations conducted by QA staff
• Monitored & Traced Network & User Performance across the network Post Conversion Deployment.
• Document issues to build support databases.
• Provide technical support to clients/ Provide onsite leadership to management team after hours.
• Troubleshoot and resolve
• Troubleshoot and support Outlook in Citrix server,
• Manage and support local and hosted networks remotely
• Deployed new systems with Windows XP, 7 OS, and configured for Deployment Outstanding leadership abilities; able to coordinate and direct all phases of project - based efforts while managing, motivating and leading project teams.

IT Helpdesk/Desktop Support Specialist

Confidential, New York, NY

Responsibilities:

• On-site and remote technical support for CEO, CFO, VP's and over 1500+ end users.
• Managed Exchange accounts and provided technical assistance to user base
• Provided remote assistance to user on network via VPN, VMWare and Own Cloud, remote desktop connections and other third party or in house software.
• Provided technical aid to Continental staff worldwide. Provided onsite leadership to management team after hours.
• Managed Active Directory Forest/ Migrated from Lotus Notes to Outlook Exchange
• Provided hardware and software support in a Lotus Note 6.X, Windows XP, Outlook 2003 and Blackberry environment.
• Create and Manage domain accounts on Active Directory.
• Worked with corporate level IT to implement changes at satellite location.
• Performed system maintenance and installations at client locations.
• Provided timely onsite services to third party clients while keeping a high rate of problem resolution.

IT Desktop Support Specialist

Confidential, New York, NY

Responsibilities:

• Manage and create domain accounts and group policies on Active Directory.
• On-site and remote technical support for CEO, CFO, VP's and over 200+ users using PC Anywhere.
• Regular monitoring and maintenance of servers and critical infrastructure.
• Served as the initial point of contact for resolution of desktop/LAN-related problems in a 1200+ user environment.
• Create and Manage users email accounts on Microsoft Exchange server.
• Prioritizing user requests, and resolving complex issues.
• Set up workstations and laptops for new employees; configured systems, ensured network connectivity, Cat5 wiring and maintenance, and installed and tested hardware and software.
• Purchase experience with PC, Laptops and cell phone equipment.
• Outstanding leadership abilities. Supervise and lead my team of 4 technicians
• Worked with DAT, Back-ups, Data-protector and Veritas to monitor and trouble-shoot backups.
• Managed Check Point for Data encryptions and decryptions of hard drives and data security.
• Experience with supporting Citrix Desktops and troubleshooting issues
• Took on Network and Support Role and responsibilities as Network Administrators.
• Product Manager Duties included all internal administration processes and execution of external client's business orders.
• Managed various Network/System Operations/Clients/Users, Servers and Virtual Machines day to day

Helpdesk Technician

Confidential, Miami, FL

Responsibilities:

• On-site and remote technical support for CFO, CEO, VP's and over 200+ end users using LANDesk for all 5 local offices.
• Create and maintain trouble tickets using RHESolution a help desk web based software.
• Created Mandatory/Local Profiles, Back-ups/Imaged PC's, Deployed New Machines, add/modified users Active Directory.
• Analyzed and resolved network and server connectivity issues. Administered back-up/recovery solutions
• Monitored network and server devices
• Create and Manage email account for 200+ users on Exchange server.
• Active Directory and GPO alteration to suit user's collection.
• Proactive monitoring of all servers and other core/critical equipment.
• Routinely upgrade and maintain Confidential servers and workstations.
• Provided technical on-call support and resolved, escalated and/or facilitated critical problems within established Information Systems policy timeframes.
• Responsible for Blackberry installation on users' desktop using the USB cradle.
• Install, Configure and deploy Confidential GX260 and GX280 desktop and Confidential Latitude laptops.
• Install and support Confidential, HP and Compaq system boards, processors, memory chips, power supplies, video and sound cards, hard drives, floppy drives, CD-ROM read-write drives, DVD drives, Zip drives, tape drives, scanners, modems, cameras, and HP printers.