TECHNICAL SKILLS:

• Active Directory/Group Policy Management
• Android Mobile Devices (Microsoft Surface Pros 3 and 4, Blacberry)
• Apple/MAC Devices (iPhones, iPads, MacBook Pros and MacBook Airs)
• Audio/Visual Setups
• BMC Footprints
• Bomgar Remote Desktop Control
• CA Service Desk Manager Queue System
• Cisco Jabber
• Cisco Phone 8851
• Cisco WebEx
• .CSV Files
• Dameware Mini Remote Control Client
• GroupWise Messenger iManage Document Management
• IQTrack Ticketing System
• LiteTouch/MDT
• Lotus Notes
• McAfee Security
• Microsoft Deployment Toolkit
• Microsoft Dynamics CRM
• Microsoft Exchange Server R2 (2007, 2010 & 2013)
• Microsoft Office (97 - 2016)
• Microsoft Office 365
• Microsoft System Center 2008 & 2012 R2 Configuration Manager
• Microsoft Visio
• Network & Local Printing
• Omni eControl
• One Note
• Oracle Discoverer 3.1 and 10G
• Outlook Web Access
• Remedy Ticketing System
• Remote Desktop Manager
• RSA Security Console
• SCCM Software Installations
• ServiceNow Ticketing System
• Sharepoint
• Symantec Encryption Client
• TCP/IP
• Thin Client
• Vista Plus 5
• VPN
• Windows Remote Assistance
• Windows Server 2008 & 2012 R2 Administrator
• Windows XP, Vista, 7, 8, 8.1, 10
• Workshare Professional
• WorkSite/FileSite 9.0

PROFESSIONAL EXPERIENCE:

Confidential

IT Service and Hardware Specialist II

• Monitors IQTrack ticketing system for troubleshooting and device ordering/replacing requests.
• Responsible for hardware configuration, cable management and troubleshooting support on Windows and Thin Client devices.
• Performs imaging on Windows 7 workstations and laptops.
• Performs Blackberry troubleshooting support.
• Provides printer troubleshooting support.

Confidential

IT Support Technician

• Provided Microsoft Office 2016 application support on Windows 7 and Windows 10 workstations, laptops and Microsoft Surface Pro tablets.
• Provided printer troubleshooting support.
• Performed imaging from WIN7 to WIN10 on Windows workstations, laptops and Microsoft Surface Pro devices via Microsoft Deployment Toolkit.
• Configured and provided support for video conferencing and Webinars.

Confidential

IT Support Specialist

• Updated and maintains information in Active Directory and .csv files information contained in Office 365.
• Cleaned up groups no longer being used.
• Determined the ownerships for each group.
• Cleaned up users (students, teachers and admin staff) who no longer need access to those groups.
• Documented the proper access each AD group provides.
• Configured computers and user accounts for new students, teachers and admin staff.
• Served as the initial point of contact for network password changes and account unlocks.
• Performed Ghost Imaging and PXE Boot Imaging on Windows workstations, desktops and mobile devices from WIN7, WIN8 and WIN8.1 to WIN10.
• Installed and provided Tier 2 support for teachers, students and administrative staff members.
• Provided end-user and deskside computing support for Windows 7 through 10 operating systems.
• Provided application support and end-user assistance to Microsoft Office 2016 users.
• Performed software installations and troubleshooting for end-users.
• Performed printer installations and troubleshooting for end-users.
• Provided Apple and Android technical support for teachers, students and administrative staff.

Confidential

Lead Technical Support Analyst

• Provided phone and remote support to users in the areas of email, directories, standard Windows desktop applications, and applications developed under the resulting contract or predecessors.
• Performed password and account management via Active Directory, Microsoft Exchange Server R2 2008, GroupWise Messenger, Omni eControl, RSA Security Console and Citrix XenApp.
• Consolidated AD groups and group memberships through LOC staff identification.
• Served as the initial point of contact for diagnosing, troubleshooting and resolving hardware/software PC and printer problems.
• Installed and provided Tiers 1 and 2 support for customers.
• Provided end-user computing support for Windows 7 operating systems.
• Provided end-user assistance to Microsoft Office 2010 users via SCCM and Remote Desktop Manager.
• Performed ticket QA and follow-up, documentation support, and report generation at direction of manager via BMC Footprints.
• Performed software installations for end-users via Microsoft System Center 2008 & 2012 R2 Configuration Manager.
• Performed printer installations via Active Directory and SCCM.
• Performed teleworkers end user support for VPN via McAfee Endpoint Encryption and RSA Security Console.
• Provided end-user and deskside iPhone and iPad support for internal customers.

Confidential

Lead Deployment Technician/Team Lead

• Performed Team Lead Technician and/or Manager duties for the Migration team.
• Performed Windows 7 and Microsoft Office 2010 migration and deployment duties utilizing Ghost and PXE Boot Imaging.
• Reviewed Group Policy in relation to company’s setting recommendations.
• Patched maintenance support and deployment of system patches for client and/or server protection.
• Active Directory access to reset passwords, staging PCs for migration, adding and deleting PC’s, creating PC names, etc.
• Diagnosed, troubleshot and resolved hardware, software and network connectivity issues.
• Ensured issues, questions, and problems concerning hardware, software, mobile devices, and IT infrastructure are addressed and resolved in a timely and coordinated matter.

Confidential

Tier 2 Help Desk Specialist

• Performed Windows 7 and Microsoft Office 2010 migration and deployment duties utilizing Ghost and PXE Boot Imaging.
• Performed password, account and group management via Active Directory.
• Configured computers and user accounts for new employees.
• Performed User Support, Quality Assurance and Quality Control after migrations.
• Provided end user support for desktop, laptop and network related issues
• Configured and installed network and local printers.
• Performed software installations and driver updates.
• Performed PC and laptop health checks
• Active Directory access to reset passwords, staging PCs for migration, etc.
• Provided technical support to remote users connecting through VPN and Citrix.
• Configured and install desktop and laptop computers as needed
• Replaced, installed and removed hardware peripherals as needed

Confidential

Deployment/User Support Technician

• Performed User Support, Quality Assurance and Quality Control after migrations.
• Configured hardware, applications, network connectivity and access to company’s resources
• Configured McAfee Endpoint Encryption and Decryption for end users
• Performed Windows 7 troubleshooting and user support for migrated systems and Remedy Ticketing Systems
• Configured backup and recovery options
• Performed hard drives backups
• Permanently wiped out data from leased desktops and laptops
• Performed in imaging, post-imaging and reimaging Dell XPS Ultrabooks, Optiplex 960 & 990 and Lenovo M82 desktops

Confidential

Deployment/User Support Technician

• Performed Windows 7 and Microsoft Office 2010 migration and deployment duties utilizing Ghost and PXE Boot Imaging.
• Performed user support post migration and deployment.
• Configured backup and recovery options
• Performed document recovery (iManage)
• Changed document security settings as needed per customer (iManage)
• Configured and install Dell XPS Ultrabooks and Optiplex 990 desktops in offices

Confidential

IT Support Liaison /Administrative Coordinator

• Provided and instructed on-site Basic Computer Training Classes for the residents.
• Created and updated the outline for the Basic Computer Training Class
• Configured and installed desktop and laptop computers for staff
• Performed software installations and driver updates.
• Provided user support assistance for NYFSC staff
• Performed administrative duties as needed.

Confidential

Business Operations Analyst

• Coordinated with IT Department on issues related to program needs, problems and projects to meet the changing needs of Referral Services Staff
• Provided user support technical assistance for Referral Services Department staff
• Provided Blackberry technical assistance for Referral Services management staff
• Created, updated and maintained Microsoft Access database to ensure accuracy of staff information and staff assigned projects
• Converted Microsoft Access information to Microsoft Excel documentation when needed
• Ensured that PC’s and laptops were fully equipped and functional to perform day-to-day functionalities
• Acted as a liaison between Referral Services and IT Departments regarding outstanding concerns within Salesforce Software
• Maintained customer satisfaction by providing problem-solving resources; supervising staff
• Conducted Electronic Platform Systems in-house troubleshooting and training for Referral Services Department
• Collected, analyzed, maintained and ensured accuracy of statistical data for Electronic Platform reporting via ECIN, Edischarge, Plink, Vista Plus, Oracle Discover and Microsoft Excel