SUMMARY

• Computer consultant with strong hardware and software skills.
• Achieved Confidential Certification in 2012. Excels in troubleshooting on all Windows platforms, including repair and replacement of PC system - level components on desktop and laptop computers (modems, motherboards, network cards, hard drives, floppy drives, CD-ROMs, video and sound cards, keyboards, and memory).
• Includes recovery and back-up of user data; research and recommendation of new PC hardware; software installation, support, and upgrades; and migration of Confidential from Windows NT 4.0 to Windows 2000, XP-PRO, and Enterprise.
• Network experience; map network drives; resolve issues with TCP/IP connectivity and browsers.
• Installation, configuration, and upgrades of network printers; resolve user printing problems.

TECHNICAL SKILLS

Hardware: Confidential -Laptop 's, including docking stations, Workstations, Server's, iPhone, AndroidsIBM Think Pads and Tablets, Confidential /Compaq Laptops and Servers, Toshiba, Macintosh, PDA’s, Blackberry, Treo, Video and Network Cards, Memory. Familiarity with conference room hardware such as Tanderberg.

Desktop Software: MS-DOS, Windows 3.11, 95, 98, NT 3.51, NT 4, Windows 2000 Pro, Windows XP Pro, Windows 7 Enterprise, Macintosh OS/9, JCL/MVS/JES III, Client Side SAP, Client side Unix, Desktop Manager, Palm OS, Windows Mobile, Blackberry suite and tools, iPhone IOS support, MS Office Suite 2000, 2003/2007, MS Word, MS Excel, MS PowerPoint, MS Outlook, WordPerfect 5.0, Adobe Products, Northridge Loan System, Peachtree software, Outlook Express, Lotus Notes, Sale force, Crystal Reports, Reuters, Bloomberg

NETWORKING: MS Internet Explorer all versions Including IE 8, Street Talk Explorer, Netscape Communicator, Netscape Messenger, Mozilla Firefox, USAGE of Secure Token's, Usage of Wireless Devices and security compliance of devices, Aero Net, Wireless Networking, TCP/IP, Dynamic Host Configuration Protocol (DHCP), Static IP Client for Microsoft Networks, Novell Netware Client v3.10 - 5.1, IPX/SPX Protocol for Novell Netware, IMAP (Client), Banyan Vines, Confidential & Nortel VPN, 3Com Hubs, NICs, and Routers, Microsoft Exchange Servers (Client), Network Cable — Catt 5, Fiber, Coaxial. Active Directory 2003 and above. MMC, Microsoft Management Console. SMS System Man agent Server. SCCM/SMS backend support, VNC Remote Tools and Applied elements of Virtualization tools such as VMWARE. Citrix usage of client tools/Server tool's. LAN Desk deployment tool's. Client SAP usage. Client Based Unix Tools. Using DOS based commands to troubleshoot issues such as tracer and ping as it applies to network issues. Hub's, Router's, Subletting, FTP, HTTP. Win install, WS FTP, MacAfee Antivirus, Power Quest Drive Image Pro and Partition

TRACKING TOOLS: PeopleSoft, Magic, On-Track Utilities and Data Recovery, ADSM Confidential Tivoli / Back-up Utilities (Client), Norton Utilities (Antivirus, Diagnostics, Disk Doctor), Symantec Ghost Utilities, Vantive(Call Tracking), Remedy (Track and manage service request / records), Windows NT 4.0 and Windows 2000 Administrative Tools (Event Viewer, User Manager for Local Users and Groups, System Tools, Shared Folders, Performance Logs and Alerts, Device Manager, Disk Management Utility, Computer Management for Windows2000/XP Component Services), MMC Console, SMS, Softricity, Active Directory 2003 and above2000/XP Component Services), MMC Console, SMS, Active Directory 2003 and above Windows2000/XP Component Services), SCCM,MS Server 2008

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Migrating Users from windows XP to 7 64 bit windows. Migration of users profile data. Using corporate image standards.
• Providing users tier 4 support. Including corporate/Legal/government users. Providing VIP users support as needed.
• Adhering to security corporate standards.
• Using Mcafee encryption and decryprtion methods as needed for data recovery for user data.
• Reseting users passwords via active directory tool and remote passwords as needed.
• Using HPSM ticketing Confidential for ticketing and documenting issues and process new employees.
• Assisting on boarding users and off boarding including processing terminations and new hires.
• Maintaining of corporate hardwareware assets via HPSM tool.
• Using scriptig as needed.
• Providing user Level 4 support as needed. remote support resolving issues an array of windows issues from hardware to resolving network connectivity, software and spyware issues including variants of sercuirty virus issues.
• Testing and offering Modifications of Beta 7 images as needed..
• Confidential certified field tech repairing Confidential servers, laptops and desktop hardware. Supporting government clients and corporate clients. Also setting up server hardware as needed.
• Provide tech support for clients including resolving network issues and hardware issues.
• Working with finacial and vip clients as needed.
• Assisting in windows 7 conversion from Windows XP to Windows 7.
• Using windows easy transfer tool verfying all users specific settings .

Confidential

Tier 3 Support Technician

Responsibilities:

• Assisted Confidential Clients, including VIP's and Executives.
• Support Lotus Notes 7.5 & 8 as well as Microsoft Outlook 2007 & 2010/Exchange assisting Confidential clients in resolving entrust VPN client security.
• DRA /Active Directory to install apps to user.
• Assist users with password reset and computer name reset.
• Provide hardware troubleshooting and advanced configuration of multiple displays via Confidential T420 hardware and docking profiles with XP and 7 configurations.
• Using remote tools to assist users in solving issues. Using MS tools such as MMC and security logs to determine severity of issue including virus repair using 3rd party utilities such as Malware bytes, creating a mapped drive for user pc and removing virus accordingly.
• Using ping and net command prompts to test network connectivity including pinging default gateway.
• Assisting users with Internet Explorer 7 and above including importing user specific secure certificates. Also supporting advanced issues as per scribed including proxy manipulation IIS features.
• Setting up users with VM virtual machines as prescribed using MS virtual desktop via XP and Windows 7 Enterprise.
• Provided level 1 & 2 hardware support of assets for users replacing as needed corrective hardware such as docking stations and LCD hardware.
• Co-Lead image building team which included training of new team members. Implementing proper procedures and protocols.
• SCCM implanting and policies according Confidential 7 Structure in conjunction with SMS deployment tool
• Used ghosting portal tools to install Confidential corporate image allocating proper image according to user group specific.
• Provide Q/A checking all key verified settings with final build stages including verifying security features such as VPN/entrust.
• Ensure the successful implementation of Window XP to Windows 7.
• Resolve Citrix issues.
• Participating with weekly Meetings to discuss various issues including service levels and goals as needed.
• Obtained Confidential Certification 2012 to provide offsite support for users working with Confidential clients in the field.
• Supporting all Confidential desktops and laptops.

Confidential

Responsibilities:

• Assisting in implementing groups for call center environment. Setting up user’s Windows XP environment. Mapping Network drives, printers, editing registry entry's also software Ini files. Also implementing SQL settings to work with call center specific phone settings.
• Setting up Outlook/Exchange for specific users. Ghosting laptops via network. Planning and working with senior management implementing workstations to specific groups. Installing Citrix client for workstations users.
• Assessing security and virus issues using virus tools such as Symantec and malware bytes.
• Adjusting security policy's to and registry fixes to make workstations virus free.

Confidential

Level 1 and 2 Helpdesk

Responsibilities:

• Taking support calls from sales agents in the field and find solutions for end users.
• Taking high call volume from Confidential corporate Insurance Sales force.
• Assisting user's with all os platforms of windows including windows 7.
• Supporting win magic encryption software suite.
• Resolving network connectivity issue's including VPN client issues.
• Using Citrix remote tools to diagnose and troubleshoot individual user problems.
• Fixing Security security issue's such as spyware and virus problems.
• Prioritize and organizing troubleshooting issues including VIP such as directors and executive sales force accordingly.
• Resolving issues via phone and remote tools using goto assistant citrix remote tool. Fixing a wide array of issues ranging from malware issues to hard ware problems. Proving support MS office suite including emphasis on outlook issues using IMAP servers. Proving support of MS OS'S platforms including Windows 2k, XP Pro, Vista, and Windows 7.
• Resolving A range of network issues including Basic to Advanced issues including using CMD such as Ping and Ipongfig. Also working with all hardware platforms laptop and desktop including Confidential and Confidential .
• Resolving PDA devices issues including Iphone, Blackberry's and Palm. Also with using win magic secure doc software and NYL encryption control Confidential . Using remedy to track ticket for end users and escalations as necessary.

Confidential

Part time Independent Contractor

Responsibilities:

• Used Remedy tool to initiate and assign a trouble ticket, prioritizing user’s request by urgency of issue and following through with resolution.
• Using Internet Explorer including Version 8. Assisting user's in Security updates for all browser platforms. Including Active X setting up proxies for specific users needs according to group policy and following protocol for corporate network standards. Also assisting in Confidential conference tools via IE.
• Basic and Advanced Networking Troubleshooting. Limited to a workstation or a group of user’s. Used Ping and tracer commands. Added and removed workstations within the domain. Used Microsoft Network Tools, Active Directory, MMC Console and Confidential to resolve network issues including AD functionality. Determined if it’s a single user or an infrastructure issue with servers. Used Remote tools like VNC and Windows Remote desktop tools to connect to workstations and servers.
• Handled Microsoft XP and Office Suite XP, 2003, 2007. Supported Outlook/Exchange issues. Resolved basic PST issues and assisted with creating and archive folder. Assisted users by demonstrating how to maximize hidden features such as creating rules to manage inbox efficiently and setting up security options using Symantec’s vault. Set proper proxy server to work with applications as necessary. Installed Citrix client for specific users to gain access to specific financial apps via Citrix neighborhood.
• Assisted users with troubleshooting Dow Jones Proprietary Software Newswire Software, Newmanager and Newstation 3g feed applications including making sure smooth transition to publish stories and monitor feeds for Wall Street Journal for writer’s and key editors. Assisted in Confidential critical financial releases such as the interest rates or bank data; this includes monitoring all application’s that are running optimally during course of the release.
• Working with programming team to setup macros to track data and analytics software to work in conjunction with Newstation using MS-DOS commands similar to Regasm to set macro in the registry or manually in scripts.
• Worked with users on Financial Analytics applications such as CQG, Fact Set on Reuters and Bloomberg workstations.
• Provided extensive Blackberry support. This included Installation of new units for users and troubleshooting existing users. Fixed Blackberry syncing issues. Resolved connectivity problems and reset units. Supported all Blackberry devices including adding new device to RIM. Troubleshot Blackberry issues with Intellisync assisting in connectivity and user setup.
• Refreshed new Confidential & Confidential Hardware/ Laptops, Confidential T and X Series laptops, as well Confidential 6910 with designated image for that specific group. Used ghosting from clone server connecting Via VNC. Backed up workstations to clone server. Verified using ghost explorer the validity of backup.
• Ensured all media applications such as ITunes, Real Player, and Windows media player were properly configured with proper proxy server configuration.
• Used Ghost Sever, Ghost Explorer, and Ghost 7.5 / 8.5, this included session creation with Unicast using network and dumping and loading Dow Jones compliant images. Used Acronis image tool to backup and alternate image to setup on a different hardware platform with PC.
• Used Confidential VPN and Nortel to connect via domain. Modified configurations, troubleshooting to connect domain, worked with Tokens and used PKI technology.
• Ensured maintenance on all Confidential Printer hardware including toner replacement, rollers, network connectivity and clearing / resolving print queues issues.

Confidential

Rollout Technician

Responsibilities:

• Refreshed Confidential Latitude Laptops, Confidential GX Series Workstation’s, and Limited Servers.
• Used Networking Ghosting for images.
• Implemented scripting, for drivers, to join PC to the domain as well as pushing Office 2003.
• Installed Blackberry’s and similar PDA Devices.
• Used Wininstall to push multiple specific User applications.
• Set up Confidential VPN (and dialer) on Laptop images.
• Backed up user data and restored that information to new imaged drive.
• Restored previous drive mappings, printers, and Exchange profiles including Outlook PST files.
• Installed an array of user specific applications that includes Crystal Reports, Visio, Project, and Access. Also installed engineering applications on various AutoCAD products.
• Rolled out new T-43 laptops and Confidential Workstation’s. Backed up user’s data and restored it to machine.
• Set up Lotus Notes email and databases.
• Packaged software to push installation of new software similar to Win batch.
• Upgraded Softricity Client to load applications in conjunction with Confidential standards.
• Worked with Active Directory to reset password, check users, and verify computer names.
• Added users to SMS groups.

Confidential

Field Engineer

Responsibilities:

• Assisted in resolving Confidential hardware repairs for laptops and desktops as a Field Technician.
• Created Image standards for Dual Core Tablet PC’s including Toshiba, Confidential, and Confidential .
• Installed Windows XP tablet edition and MS updates. Installed Office 2003. Installed additional Hardware & Software provided by manufacturer.
• Once imaged then crossed checked to Q&A standards. Backed up for future use and running sysprep.

Confidential

Laptop Technician

Responsibilities:

• Worked on various projects for Confidential & Confidential and Confidential including rollout of Confidential Laptops (tablets and T42’s), Compaq N600, and Confidential 6000’s and 4220 Tablets.
• Ghosted new equipment from a network shared drive; joined computer to the Domain and backed up user’s old image to the network drive.
• Copied user’s email settings (Lotus Notes and Outlook).
• Repaired older Compaq N600 Laptops (all components.
• For Confidential & Confidential project; backed up user’s data using ghost; installed J&J image to new Confidential tablets; restored Outlook email and verified PST data. Installed packages using J&J’s package software suite similar to Win Batch.
• Replaced End of life Equipment with Confidential T42 laptops and Think Center’s Confidential Workstations.
• Imaged with Windows 2000 and XP.
• Troubleshooting Network Connectivity issues, installed Network printers and mapped Network Drives.
• Transferred all user data including Outlook PST’s, documents, and loaded user specific applications.
• Used SMS to help coordinate the process as well.
• Installed Blackberry’s and Pocket PCs as needed for user.
• Performed QA testing for all steps of the process.
• Used Ghost Enterprise 8.0 to image Workstation’s and Laptops.

Confidential

Desktop Support Specialist

Responsibilities:

• Worked with Confidential Laptops T40-T42, Confidential Net Vistas and PL, Confidential Workstation’s SX 260 and SX 270.
• Resolved Network Connectivity Issue’s.
• Deployed and tested new Hardware.
• Created Machine’s Name for new workstation with Enterprise Administrators software.
• Set up VPN Client for user.
• Assisted customer with Confidential printer issues and supported Confidential 470 ST and 370 ST printers.
• Troubleshot common wireless issues with laptops working with Intel’s VPN Client.
• Used Active Directory to create computer names.
• User AntiVirus and Spyware software to stop security threats.
• Offered technical advice suggestions to users within Intel’s community.
• Resolved hardware issues for all types of Confidential laptops.
• Implemented Intel’s Standard Build using Ghost Application, with Windows XP as the primary operating system.
• Used Intel’s migrating tool to upgrade to new machines or to XP.
• Used Confidential Bluetooth technology to connect to Intel’s Wireless Network.
• Supported Office 2003 including Outlook 2003.
• Used TLM back utility to back up and recover user’s data.
• Used Ghost 8.0 enterprise application to image laptops and workstations.

Confidential

Desktop Support Specialist

Responsibilities:

• Provided first and second level support for client corporate users.
• Worked with Confidential 600, T23, T30 and T40 Series laptops as well as Confidential Net Vistas and PL Series workstations.
• Resolved Network Connectivity issues, deployed, and tested new Hardware and reinstalled common applications as well as Kraft Proprietary applications.
• Created Machine’s Name for new workstation with Enterprise Administrations Software.
• Set up VPN client for user.
• Assisted customer with Confidential printer issues when they arise.
• Configured and troubleshoot IPAQ’s, Palm’s and Blackberry’s.
• Used Ghost 7.0 enterprise to Image Confidential T23 and T40 laptop’s with Windows 2000 image for Kraft.

Confidential

Desktop Support Specialist

Responsibilities:

• Provided full desktop installation and support for all PC laptops during a XP System rollout ensuring a smooth transition from Win NT to Win XP. Worked with Compaq EVO 610s and 510s.
• Resolved Network Connectivity issues.
• Deploying and testing new Hardware. Installed Confidential ’s standard software as needed for customer.
• Created Machine’s Name for new workstation with Enterprise Administrations Software.
• Setting up VPN Client for user.
• Assisted customer with Confidential printer issues when they arise.
• Configured and troubleshoot IPAQ’s and Palm’s.
• Supported PKI and Secure Token.

Confidential

Rollout Technician

Responsibilities:

• Worked with Confidential Latitude 610 Hardware.
• Rolled out Windows 2000 for sales user force.
• Archived users and verified user’s old data for migration.
• Ghosted laptops with Windows 2000 Image. Configured Lotus Notes. Set up Confidential ’s database standard
• Set up VPN Client for user.
• Verified complete process from start to finish with quality control approval.
• Worked with other techs and lead techs when problems arose.
• Supported PKI and Secure Token.