SUMMARY:

I am an Analytical Technical Support Specialist with proven client relations and outstanding communication, technical efficiency and problem solving skills. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly.

AREAS OF EXPERTISE:

• Troubleshooting & Issue Resolution
• End—user Support
• System Administration and Maintenance
• Root Cause Analysis
• Scripting
• Client Relationship Management
• Rapid Ticket Response Times
• Detailed Technical Documentation
• Windows
• Dell, HP, Lenovo; desktops, towers, & notebooks
• Unix
• Ipad / Android Tablets
• Mac OS; iOS
• Printers, Scanners, Fax
• Android
• Avaya / Cisco Phones
• Sharepoint, Microsoft SQL Server, Tableau Desktop, S.A.S Grid, Microsoft Visio, R Studio, Thycotic Secret Server, Airwatch (MDM), WireShark, Blackberry Enterprise Server, Microsoft SCCM, Cisco VPN (Arcot), Citrix XenApp, Citrix Delivery Service Console, Powershell, Varonis, Microsoft Dynamics NAV, Norton / McAfee Anti - Virus, Ventas / Retrospect BackupTrend Micro OfficeScan, Norton / Symantec Ghost, Norton Internet Security

WORK EXPERIENCE:

Confidential

Active Directory Support Engineer 

Responsibilities:

• Identity & Access Management role\responsibilities:
• Served as the primary Active Directory Support Engineer. This involved being the main point of contact for Children’s diverse users ranging over 11,000 accounts and 2,200 security groups.
• Performed in-depth troubleshooting and analysis of complex technical issues.
• Reviewed incident tickets and responded to users appropriately; resolved open tickets in a timely and professional manner, ensuring a positive client experience. Overall performance included the successful closure of over 4900 tickets within established standards.
• Collaborated with other business units such as Cyber Security & GRC to provide immediate resolution for access issues. Handled escalated issues to users’ satisfaction.
• Physician Liaison/Support Specialist for Physician Portal project. Collaborated with Physician Portal Support Team for Confidential affiliated Physician outreach. Provisioned Physicians for Confidential ’s Physician Portal.
• Displayed courtesy and strong interpersonal skills with all customer interactions.
• Demonstrated ability to work without moderate supervision and direction.
• Programmed automation scripts for Active Directory & Exchange; using
• PowerShell scripting for Bulk changes and reporting.
• Collaborated with different business units such as Business Intelligence for Audits and System Monitoring.
• Created and updated system documentation for the Identity Access Management team.
• Tier 2 Support for Citrix Xen App support.
• Consulted: Active Directory
• Domain Administrator
• Provisioned User Accounts, Managed / Created Conference Rooms, & Surgery Room Calendars.
• Utilized PowerShell for complex account issues
• Utilized Varonis for Audits, monitored system changes to files, folders, and user accounts
• Information Security Administrator:
• Created and secured network folders for Confidential
• Created and secured shared mailboxes for Confidential
• Conference Room Project
• Created digital environment for every conference room associated with Confidential ; created 200 conf. rooms

Confidential

Analyst, Global Technology Solutions

Responsibilities:

• Responsible for incoming call receipt and real time diagnostic support for internal and external Confidential customers in both the business proprietary Customer Support area and the Confidential Associate based (internal user) Desktop Services arena.
• Administered and managed corporate (internal) and external customer user access globally with strict adherence to Confidential Information Security protocols; also responsible for administering data encryption to internal users.
• Responsible for providing critical software delivery and installation for Confidential associates worldwide.
• Experience with installation and configuration for major enterprise software (Microsoft SQL Server, Tableau Desktop, S.A.S Grid, Microsoft Visio, R Studio)
• SME for VPN Software Migration Project
• Discovered unaccounted anomaly during project.
• Provided fast resolution for vpn migration issue to ensure business continuity.
• Provide Confidential corporate level network and infrastructure support, desktop services support (which includes diagnostics, installation, problem resolution, and recommendations of equipment replacement) as warranted to ensure continuous associate productivity.
• Mobile phone support; Airwatch (MDM), Microsoft Outlook Synchronization.
• Responsible for corporate VPN configuration and troubleshooting worldwide; Citrix and Cisco.
• Responsible for supporting approximately 5000+ employees; on-call responsibility once a month.
• Initial project manager installed outdated company version of Salesforce.
• Collaborated with Confidential Salesforce Vendor to procure updated Salesforce application needed for all users at location in Boca Raton, Fl.
• Installed software for entire Confidential Boca Raton, FL location (approximately 80 users).
• Responsible for training team members on internal enterprise applications; SCCM software deployment, Microsoft Lync, VPN troubleshooting.
• Supported all levels of employment ranging from entry to executive level support.
• Responsible for software procurement for certain projects
• Log Knowledge into MS SharePoint for team to utilize
• Experience in using a ticketing system (Unicenter)
• Consulted to home-based users.

Confidential

Ongoing Internship Junior System Administrator

Responsibilities:

• Responsibilities included application support, system maintenance, NAS data backup, printer support/troubleshooting
• Windows Server Administration: Active Directory; Microsoft Exchange
• Software installation and troubleshooting for all office locations in New York (1000 + users).
• Provision User accounts
• Setup Conference Rooms for Presentations and Video conferencing
• Required to be Senior Administrator during the summer on and off for all office locations
• Satellite Admin: Analyze and Resolve Issues at Satellite Locations
• Upgraded Phone System for Main office location: 263 Users
• Drafted floor plans of 7 floors
• Distribution and installation of Avaya hardware to be used for phone system
• Office Migration Projects:
• Harlem Office Move: 2 weeks; 60 users
• Assisted in moving from old office location to new Harlem Location
• Set up and installation of all new computers; monitors/virtual clients
• Managed communication/execution of new Conference Room Monitors with Vendors and Vice President of IT.
• Installation of software in new conference rooms LCD/HD Monitors
• Integrated new conference room monitors with corporate system
• Installed video conferencing equipment.
• Provisioned Fax/Copy machines for new office
• Setup new office network printers and user printers
• Stayed one week after move to be local admin; troubleshoot all user issues at new location.
• Monitored New Fiber Line installed by Time Warner to troubleshoot server/network switch/router issues.
• New Jersey Office Move: 1 week; 30 users
• Co-Managed the transfer of office hardware to new location in Hoboken
• Installation/setup of new office user desktops/monitors
• Installed new office Fax/Copier
• Installed new office network printers
• Installed Avaya phones for new office
• Setup Conference Rooms for Video Conferencing
• Setup Main Display for Slideshow of current listings
• Local Admin for users and Executives
• New Hardware Presentation
• Tested and Integrated new hardware clients for possible use with Satellite Offices
• Presented new hardware to executives of Halstead LLC. with Vice President of IT
• New hardware was accepted
• Responsible for Email management (Microsoft Exchange Server)
• Responsible for PC deployment
• Support all levels of employment
• Heavy executive level support
• Responsible for hardware and software inventory
• Responsible for implementing system patching for corporate main office locations
• Responsible for mobile support:
• BES: Blackberry Enterprise Server
• Iphone: mail Account Sync