SUMMARY

• Computer Engineer with background in leading teams providing both on - site and remote technical support in Windows environment for Desktop and Telecom operations.
• Reputation for creating positive working environment and getting things done right the first time.
• Known for excellence in compliance and for managing teams performing above targeted goals.

TECHNICAL SKILLS

Software: MS Office 2003, 2007, 2010; Windows 7 & XP, Norton Antivirus, McAfee, Clarity, IBM Web Sphere, MS Project, Avaya SoftPhone, Citrix Client, Terminal Server, Cisco VPN, VNC, Siebel, Symantec Backup Exec, Symantec Ghost.

Servers: 2000, 2003 and 2008

Tools: SCCM; Desktop Authority, Spyware, Active Directory, GPO’s, VMware, Remote Desktop, WebEx, WireShark, Track IT, Remedy, HP Service Desk, Heat

Environment: s: PC, Linux, Unix, Windows, Mac’s, Telecom Avaya, Cisco VOIP, Acclaim IVR, POS

Hardware: PC Assembly, Servers, Microprocessors, and LAN/WAN, Wireless, CSU/DSU ’ s, NCR Terminals

PROFESSIONAL EXPERIENCE

Confidential, Ft.Lauderdale, FL

IT Site Coordinator

• Provide daily leadership in site management at the confidential responsible for implementing and maintaining a standard set of processes, procedures, tools and equipment. Maintain a high level of confidentiality with all strategic information, budgets and customer specific data.
• Completed 48-hour weekend of the physical relocation of entire company Coral Springs to confidential, FL. This entailed hardware, software, telephone and network movement of 60 employees. Achieved with no disruption in daily business
• Site Management - Manage all physical assets that is supported by the IT organization. Included support are C onference Room s, Security, Back-Ups, Communications, Data Center, LAN/WAN and Servers. Setup and Configured, Print Servers, Domain Controller and File Server.
• Availability Management - Plan and deliver an environment that meets the expectations of the Management and Users with regard to system availability.
• Release Management - Plan and deliver workstation images to all end user hardware needing software and maintain accurate records on the content of each workstation to ensure license agreements are properly implemented.
• Asset Management - Process, plan, deliver workstation and printer inventory along with other hardware and software peripherals.
• Change Management - Process all changes and participate in Change Control and identify all parties effected by a change in the environment and to assess the impact to the business.
• Capacity Management - Plan and deliver adequate network bandwidth to meet or exceed the needs specified by the office environment .
• Continuity Management - Plan and manage the actions to be taken to ensure that IT services can recover and continue should a serious incident occur.
• Telecom Management - Maintain Cisco VOIP phone system, BlackBerry Server, Ipad Images and voicemail.
• Vendor Relations- Maintain constant relation with various vendors AT&T, HP, Comcast, Xerox.

Confidential, Ft. Lauderdale, FL

Desktop Support Engineer

• Daily activities included providing s oftware, networking, desktop and hardware support to 1200+ local and remote devices .Cross-trained entry level network technicians on providing computer, software and LAN support. Report to IS Regional Manager.
• Ensure all associates responded via telephone calls, emails, and intranet in a timely manner and in accordance with Service Level Agreements
• Supervised day to day operations of the Hardware team which consists of six full time team members, several consultants and volunteers
• Install and troubleshoot various software client packages such as Altiris, Citrix, PACS, Lawson, MediTech, Pervasive 2002, Secure Care Infant Tracking, Clinical Data Access, Reflections, IDX, RASi, Winfax, SCCM, VNC and Desktop Authority
• Researched, responded and resolved questions received via telephone calls, email, i ntranet in a timely manner in accordance with Service Level Agreements
• Monitored progress on open issues and escalated help desk trouble tickets according to Service Level Agreement guidelines within HEAT
• Performed administrative duties on a Norton Ghostcast Server including creating custom images using Sysprep and Ghostcast

Confidential, , Boca Raton, FL

Desktop & TeleCom Operations Manager

• Managed six technical staff members providing Desktop Hardware, Software, Networking, and Telecom support to 375 local and remote employees. Team processed over 120 tickets per week requesting technical assistance Issued involved (hardware failure, software error, viruses, network connectivity, addition of new computers and additional peripherals, change controls, weekly employee moves and specialized projects). Directed all daily activities and scheduling conducted weekly staff meetings, issued weekly reports, and met with senior managers and vendors as required. Reported to Director of IT. (Managed Annual Budget of $500k)
• Completed 48-hour weekend of the physical relocation of entire company after acquisition by Lexis/Nexis. This entailed hardware, software, telephone and network movement of 280 employees. Achieved with no disruption in daily business
• Worked with confidential to ensure IT compliance ; assisted Auditors and Security regarding implementing and updating IT software and hardware
• Developed, maintained and reviewed disaster recovery and business continuity procedures with Senior Management. Drafted site Disaster Recovery Plan
• Maintained vendor relationships ; worked with Legal to review and maintain vendor contracts
• Managed $120k annual IT purchasing budgets; developed processes; implemented tools
• Maintained interdepartmental working relationship s to ensure customer satisfaction (Sales, Customer Support Center, Accounting, Security, Programmers, and HR)
• Acted as Project Coordinator for Technical Support involving changes in Policies, Telecom, Network, Security C ompliance, Hardware, and Re locations
• Developed and maintained $400k annual operating budget in conjunction with Corporate standards for IT equipment, software, personnel, and other expenses
• Ensured that problems/defects were completed according to SLAs as well as tracking and accounting of fixed assets and equipment, s oftware media storage, installation, licensing compliance and n ecessary inventory levels of replacement systems
• Managed and supported PBX/MDF Rooms
• Directed thorough evaluations on all computer and telecom hardware and peripherals to determine usefulness and lifecycle
• Directed staff to achieve optimal productivity and quality; conducted performance reviews and administered Salary increases

Senior Technical Engineer

• Promoted to join team researching, resolving and responding to questions received via ticketing system. Cross-trained junior level technical associates on providing Computer, LAN and telephony support for HP Service Desk; ensured all associates responded via telephone calls, emails, and intranet in a timely manner and in accordance with Service Level Agreements.
• Monitored progress on open issues; escalated tickets according to SLA guidelines within Remedy and HP Service Desk; followed up with customers on issues where warranted
• Setup, moved and modified PBX / MDF Telecom System; Audio / Visual Conferencing Voicemail Box, and VOIP telecom
• Confidential (Continued)
• Configured and repaired laptops, desktop workstations and servers
• Installed and configure Siebel, assist with testing, upgrades and deployments
• Installed and configured operating systems and Antivirus software; recovered data
• Se t up, configured and maintained secure access permissions by using Active Directory
• Assigned access via PIN and password for RSA’s/Key Fob's
• Assisted with upgrades to hardware, Operating System and application software
• Created MS Access and web base inventory database to track company inventory
• C ontributed to the maintenance of the Help-Desk Knowledgebase

Customer Service/ACD Backup

• Provided Service to key accounts and provided online support via chat room; maintained confidentiality and a pro-active relationship with all assigned accounts. Seen as internal expert on all issues involving subscriber and company records.
• Answered r equests for product information, PC installation, training and troubleshooting
• Update customer issues and resolutions into Siebel
• Run weekly reports in Siebel for management

Confidential, Boca Raton, FL

Help Desk Technician

• P rovided Tech support for Restaurants and Hotels using specialized software designed for the industry . Duties included: t roubleshooting and configuring network connections.
• Assisted field techs with software and hardware issues; tested POS software for bugs

Confidential, Margate, FL

Telemarketing Service Representative

• Handled inbound calls for major accounts; provided price quotes and compared prices for customers; Conducted inbound sales and provided Internet t roubleshooting