SUMMARY:

Technical Support Specialist with diverse experience ranging from network, hardware, software and server support Excellent communication skills and ability to interact effectively with external clients and customers

TECHNICAL KNOWLEDGE AND SKILLS:

• Network performance issues, Configure and setup LAN/WAN, Remote Desktop, Manage Active Directory, Wi - Fi access points, printers, notebooks, mobile phones, Windows 10, 8, 7, XP and Mac OSX, Windows Server 2000-2008, MS Office:
• 2016/2013/2010/2007 , Office 365, iOS Apple and Android mobile, configure: Multiple Brands of access points and Wi-Fi devices, configure servers, Xen, Citrix and SAP, Build Desktop from image or from scratch, PCs, laptops and mobile devices, Printer/fax troubleshooting (Laser/inkjet HP & Lexmark)
• Ability to inventory, and track hardware components to allow easy access for retirement of older systems, as well as track warrantee information on each unit. Allowed quick access to OS and all hardware components in unit: IE special cards, software and backup systems available.

EXPERIENCE:

Confidential

Desktop Support Specialist

Responsibilities:

• Resolve any issues brought about by Confidential, or Confidential updates Support all platforms from incoming students to alumni as well as HIPPA compliance
• Perform installation on all needed applications via Bomgar, Software also did tracking for identifying computer systems as well as record of applications, IP addresses, also age for replacement purposes
• Help users setup access to multiple SharePoint created for specific courses, as well as individuals, helped create group mailing lists for O365, SharePoint require specific path, drive mapping did not work appropriately due to roaming profiles
• Checked serial numbers, to match specific computer systems, for replacement, as well as warrantee and repair status
• Work in Active Directory and use VPN software
• Hardware and Software updates, Work with PC and MAC computers
• Use Service Now Service Management ticketing system
• Work directly with parent who use Ebill and Epay to pay for student's education
• Complete service for every phone call the we are issued or receive from Queue
• Configure iPhone and Android units for Confidential Secure and Confidential Guest
• Interact with the many groups that make up Confidential, students, students' parents, officials, managers, and alumni
• Learned how to manage and register Confidential applications on Cell Phone, Tablet or laptop
• Learned how to configure Confidential security on laptops and match or pair with cell phones and am able to walk users through install

Confidential

In house help desk specialist

Responsibilities:

• Resolved difficult computer hardware and software issues
• Used Connectwise, and MyGlue software to maintain computer inventory of multiple networks
• Created and maintained computer information, to access computer upgrades, and replacement on various networks
• Had to note printer types, location, rather server based or ip based devices.
• Assisted end users on iOS (Apple) and Android devices for wireless and email connectivity
• Learned Datto backup devices for help management as well as other programs
• Made sure SN, was documented for identification, OS, and age, before systems were delivered on site
• Assisted in moving hardware from one point to another if required, and installation
• Responsible for in house Connectwise ticket fill out and resolve, assigned proper updates as needed, configured hardware before it went on site
• Use of various remove control software
• Worked with Xenworks in Citrix as well as SAP Implemented Office 365, assigned user activation as purchased from Confidential

Confidential

IT Field Support

Responsibilities:

• Cloned computer systems as well as made sure bit locker encryptions were installed and working
• Helped with wireless devices, IE Apple PowerBook, iOS iPhones, and Android devices for email and Wi - Fi connectivity, inclusive of iPads, and Confidential Touchpad Notebooks, all Dell devices also
• Worked with Tier Ill support to resolve cat 6 wireless connectivity for Cisco phones
• Used Active Directory to stage, unlock, or change computers and user's passwords
• Made sure check lists were complete and legible, resolved multiple issues in one location
• Resolve wireless issues and resolved conflicts in imaging software
• Daily troubleshooting and software installations for all users
• Added hardware components to Lotus Notes spread sheet for identification of laptops, docking stations, and monitors for inventory as well as for replacement purposes
• Handled work tickets, made sure they were closed in a timely matter
• Scheduled users to bring in the units for upgrades to new systems or resolve primary troubles

Confidential

IT Field Support Technician

Responsibilities:

• Responsible for providing hands on hardware and software support for over 400 end users at 40 medical locations
• Utilized the Footprint ticketing system for tracking purposes
• Supported Active Directory good with AD, DNS, DHCP, and TCP-IP
• Provided support for Confidential Windows XP, 7, and 8 as well as Office 7, 10 and some light 2013 Conducted remote support when possible
• Supported multiple mobile platforms such as iOS (iPhones), Androids, Wi-Fi connectivity on access points permitted.
• Also, connected all laptops, and printers to Wi-Fi devices for network connectivity.
• Troubleshot Outlook Exchange email issues
• Implemented and troubleshot wired & wireless networks (LAN/WAN)
• Installed CAT 5e/6, To patch panel and wall outlets
• Installed HP and Cisco switches, designed LAN/WAN stability and installed new workstations
• Inventory forty doctors’ offices, added all computers, printers, scanners, and MFD devices to active Excel spreadsheet, this allowed us to track type, OS and age for warranty purposes
• Installed computer hardware: graphics card, ram, hard drive, network cards
• Configured computer settings for optimization of Confidential & Confidential systems
• Configured home routers such as 802.11 a/b/g/n
• Troubleshot help desk issues throughout PriMed Offices, and Central Business Office in Shelton
• Opened and resolved up to 10 work orders per day for equipment replacement and repairs
• Managed many calls per day ranging from help desk, equipment support and printers Ink jet/laser printer issues (HP, Lexmark Ricoh and various others)
• Spent much time in the field resolving customer issues and network or PC problems

Computer Support Associate

Confidential

Responsibilities:

• Responsible for providing hands on hardware/software, networking, and server support for over 80 clients.
• Client base included mostly school systems as well as some townships and nonprofit organizations
• Support activities ranged from day to day break fix activities to short term project work
• Setup Wi-Fi access points, and devices applicable to attach to them.
• Devices would all connect to proper network, and be shared as requested by management.
• Conducted multiple adhoc project work for Confidential
• Design and implementation of infrastructure ie: wiring closets, server rooms
• Design and implementation of Exchange servers and backup devices
• Created archival server for Exchange server
• Kept Inventory on FileMaker Pro for all office systems, as well as Computer Support Associates assets located in the field for work on our embedded sites.
• Also kept inventory on all Servers we installed for tracking, age, OS, memory and hard drive configuration.