SUMMARY:

• 7+ yrs hands on experience as deskside/Onsite support/local IT engineer
• Level I - III support with Windows Server 2003/2008, XP/7/10, Office 365, Outlook/Exchange, Active Directory
• Strong Microsoft Operating System installation (Win XP/Win 7Win 8.1/MacOS) and troubleshooting skills
• Strong experience in troubleshooting MS Office 2010/2013/2016 / O365 (Outlook, Skype for Business etc.)
• Strong desktop support knowledge including hardware, software, and networking concepts
• Strong skills in Desktops, Workstations, Laptops and Printers.
• Good knowledge of MAC OS, iPad, iPhone, Blackberry and Android devices
• Basic knowledge in windows image build process and SCCM deployments.
• Basic understanding of Audio/Video equipment and conference room setup
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like Bomgar, WebEx and Live Meeting tool.
• Troubleshoot and assist end users with mobile
• Good knowledge of the ticketing systems like Service Now, BMC Remedy

SKILLS & ABILITIES:

Operating Systems: Windows 98/2000/XP/Vista/7/10, Windows Server 2003/2008, Mac OS X, Confidential AIX

Technical Support/Customer Service Abilities: Troubleshoot hardware/software, Troubleshoot network connectivity, Software installation support, Remote access, Phone and e-mail support

Communication: Strong written and oral communication skills, Team player, Analytical, Quick learner

Software: Microsoft Office 2010 - 2013 Office 365, Microsoft Outlook, Microsoft One Drive, Microsoft Enterprise Mobility Suite, Skype for Business, SCCM, App-V Bloomberg Macromedia Suite 8 Service Now, BMC Remedy 7.6 Bomgar, VPN, MobileIron Mobile Devices, iPhone, iPad, Blackberry Confidential Lotus Domino Server 8.5.3 Management Confidential Lotus Sametime 8.5.2 and Traveler 8.5.3

Networking: TCP/IP & LAN/WAN protocols Network systems management Network design and deployment Basic Knowledge: Router/Switch/Firewall

EXPERIENCE:

Confidential, Boston, MA

Desktop Support Engineer

Responsibilities:

• Receive work tasks through the company’s enterprise ticketing system to troubleshoot Lotus Notes to O365 migration issues.
• Support executive team
• Image or re-image computers from standardized base image and business unit application profile
• Respond to assigned tickets and requests of medium to high complexity escalated from the help desk
• Install, support, and diagnose/troubleshoot hardware and software for desktop and laptop computers
• Configure and troubleshooting Blackberry and Apple devices
• Remote problem solving through use of remote connection and installation tools
• Perform troubleshooting of LAN and connectivity issues
• Perform data migrations and assist in data restorations
• Create and maintain support documentation for the team based from fixes found during troubleshooting issues, as well as installation guides for software and PC builds
• Log problems and resolutions using Problem Tracking Software and update work tickets in real-time with status and next steps toward closure and detailed resolution steps
• Perform work within desktop and software upgrade projects
• Experience with - Microsoft Outlook, Microsoft One Drive, Microsoft Enterprise Mobility Suite, Skype for Business, SCCM 2012, App-V, VMware, iPhone, iPad, Blackberry, VPN, Bloomberg
• Troubleshooting Windows XP, Windows 7, Windows 10 environments including Microsoft Office 2007-2013, Internet Explorer 8-11, SCCM client, Adobe products, Java, Oracle 9 - 10 - 11 and internal applications
• Basic Microsoft Active Directory knowledge and usage
• Excellent time management skills are needed to multi-task work quickly and balance multiple tasks at once while maintaining service level agreements with business units
• Install Bloomberg

Confidential, Boston, MA

Lotus Domino/Notes System Administrator & O365 Migration Specialist

Responsibilities:

• Manage R 7-8.5.3 Domino servers Windows 2003,2008 and AIX servers
• Support executive team
• Manage global email environment shift from high risk site to a low risk site and a disaster recovery set-up
• Identify business requirements and deliver cost-effective infrastructure solutions to the organization
• Lotus Notes 8.5 administration, developer and client installations
• Installing & troubleshooting the client, troubleshooting Notes database access issues
• Monitor system performance by Tivoli Console 6.2.2 and Lotus DDM
• Remedy 7.6 Assessment Module for Incident and Service requests
• Troubleshooting Lotus Notes to Office 365 migration incidents
• Respond to O365 assigned tickets and requests of medium to high complexity escalated from the help desk

Confidential, Boston, MA

Desktop Support Specialist

Responsibilities:

• Window 7 Client support
• 1000+ Windows 7 Update
• Troubleshooting client, update and backup issues
• Lotus Notes Client R 8.5 installations and troubleshooting the connection problems
• Configuring VOIP/Cisco phones.
• Experience with face to face/in person technical support is required.
• Practical knowledge of Remote Desktop or other remote assistance programs
• Hands on experience using and/or troubleshooting Microsoft Windows 7/8, Microsoft Office 2010/2013
• MAC OS X experience.
• Experience using Symantec Enterprise Protection Anti-Virus Software (desktop)

Confidential, Cambridge, MA

Helpdesk and Concert Office Support

Responsibilities:

• Provide 1st and 2nd level help desk support to library users
• Member of Concert Office Team responsible for the stage management, video and audio recording
• Troubleshoot network, systems, and printers
• Windows Vista, Windows 7, Windows 8
• Web page design

Confidential Dubuque, IA

System Specialist

Responsibilities:

• Lotus Notes & Domino Server and Client support
• 800 Windows based Domino servers running version 7.0.4, 8.5.1, 8.5.2
• Troubleshooting public key, recertification, and password recovery issues
• Weekly group recertification’s, and name changes
• Troubleshooting Mail, Archive, Calendar and Out of Office issues

Confidential

System Specialist

Responsibilities:

• Manage R 7-8.5.3 Domino servers Windows 2003,2008 and AIX servers
• Design and lead Domino infrastructure set-up with load balancing and fail over plan
• Manage email environment shift from high risk site to a low risk site and a disaster recovery set-up
• Lotus Notes 7-8.5 administration, developer and client installations -understanding the Notes landscape; installing & troubleshooting the client, troubleshooting mail delivery and Notes database access issues
• Effectively administered, optimized and enhanced Lotus Notes infrastructures
• Experience with version 4 thru 8.5x, LEI, Sametime, LDAP and Windows 2003 - 2008
• Engineering & Support Experience in Server clustering & partitioning.
• Understanding of DNS and basic troubleshooting skills as it relates to the Domino App./Mail servers
• Work closely with the database and operating system personnel to ensure space requirements, backup procedures and performance needs are being met.
• Test and implementation server, application upgrades and patches

Confidential

System Administrator & Instructor

Responsibilities:

• Solved and stabilized corrupted server
• Standardization of server configuration
• Assisted help-desk with client issues and unresolved tickets
• Create/delete/recert user ids

Confidential

System Administrator & Instructor

Responsibilities:

• Solved and stabilized corrupted server
• Standardization of server configuration
• Assisted help desk with client issues and unresolved tickets
• Create/delete/recert user ids

Confidential

Lotus Notes System Administrator

Responsibilities:

• Member of Notes team responsible for International Notes Network
• Monitor, troubleshoot and maintain Win 2000 and Win NT servers which consists of about 15 servers and several Notes Domains running on mixed environments
• Provide 2nd level help desk support