SUMMARY:

Over 20 years of experience in all aspects of help - desk/tech support related to software and hardware for small as well as large Confidential companies. I have held supervisory and lead management positions involving projects and support operations. In addition to the excellent problem solving expertise, I have always sought challenging opportunities to utilize my skills and capabilities to support all initiatives.

TECHNICAL SKILLS:

• Workstation Installation, setup & configuration, LAN/WAN/Wireless Problem diagnosis & repair.
• Telephony VOIP Installation, setup & configuration. Printer Support Installation, setup & configuration / Routine Maintenance / Problem Diagnosis & repair.
• Peripheral Support Installation, setup & configuration / Problem Diagnosis & repair. DT/LT HDW Support Installation, setup & configuration.
• Problem Diagnosis & repair.
• Windows 7/8/10 / MAC Yosemite/El Captian IE 8/10/11. MS Office 2010/2013/2016. Video-Conference Audio-visual equipment. RDP Support Local/Remote.
• Basic DNS/WINS/TCP/IP Switch Support and Diagnosis.
• Antivirus/Malware diagnosis and removal, Adobe Acrobat/Reader.
• Ticketing Software BMC Remedy / Service Now. VMWare VM Client Support. Blackberry, iPhone, Android, Windows Phone Enterprise Email Provisioning & Device Support.

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Deskside Service Support

• Provided computer support for over 1000 clients both remotely and onsite at the NYC Cooperate Headquarters.
• Responsible for imaging, encrypting and deployment of desktop, laptop and tablet devices.
• Oversaw Anti-Virus and Anti-Malware software and specialized in removal of malicious objects from infected machines.
• Assisted in MS Office 2010 to MS Office 2013 client migration.
• Upgraded Windows 7 and 8 OS workstations to Windows 10 OS.

Confidential, New York, NY

Deskside Service Engineer

• Migrated over 200 National Geographic Society and Studios Business Partners to 20 th Century Fox NGP Business hardware and software platform.
• Provided day to day 3 rd level technical support for C-Level executives at National Geographic Partners, Yes Network and Confidential office locations.
• Project Lead for the East Coast client sites MS Office 2013 to MS Office 2016 end-user migration.
• Imaged, deployed and supported over 400 MacBook Pro and Air laptops.

Confidential, New York, NY

Senior Tech Bar Analyst

• Provided operational support of the Tech Bar, including handling support calls for all levels of staff.
• Ensured Firm’s technology offerings were kept up to date and rotated accordingly.
• Assisted Executive Support Team with resolution of VIP technology issues.
• Installed, configured and supported all models of BlackBerry devices, as well as iPad, iPhone and Android devices.
• Rendered ongoing training and support for MS Office 365 migration.
• Administered all end user and computer accounts via Active Directory as needed
• Responsible for new hire computer and related equipment deployments.

Confidential, New York, NY

Deskside Service Engineer

• Upgraded HW and SW for over 500 HP Desktop and Laptop PC ’s as part of an ongoing “PC Refresh” migration project.
• Provided day to day 2 nd and 3 rd level technical support for senior executive level clients at multiple site locations.
• Responsible for all new hire computer and related equipment installations.
• Managed and supported MS Office 365 migration for all east coast office locations.
• Deployed and supported Polycom AV components for executive level customers .

Confidential, New York, NY

Desktop & Helpdesk Support

• Deployed Windows 7 OS and MS Office 2010 Suite to over 1500 Desktop and Laptop PC ’s as part of the Global Help Desk Windows 7 Migration Team.
• Provided 2 nd level Deskside and Helpdesk Support to all end-users located at Unicef Global Headquarters in NYC.
• Performed email client upgrade from Lotus Notes 8.5 to MS Outlook 2010.
• Installed, configured and supported SAP Business Suite software for staff members.

Confidential, New York, NY

Desktop Support

• Provided ongoing software support for Construction Management clients both in the office and out in the field.
• Specialized in resolving issues with Mobile Office Suite applications.
• Imaged and configured Panasonic ToughBooks and Lenivo ThinkPads to company standards for rollout to end-users.

Confidential, New York, NY

Desktop Support

• Rendered specialized application and Windows XP computer support for 500 end-users in a desktop environment.
• Performed basic Windows Server 2003 support via Remote Control access.
• Responsible for resolving VPN, cable and dial-up connectivity issues for remote clients.
• Demonstrated troubleshooting skills to resolve client ’s issues with MS Exchange Server, MS Office, Outlook, and Internet Explorer in a timely manner.
• Administered BlackBerry accounts via BES server and configured hardware for initial use.

Confidential, New York, NY

Desktop Support

• Setup, repaired and maintained all Firm supported laser printers, laptops and desktops.
• Worked with IT management and staff to integrate and continually evolve project management methods and practices.
• Successfully oversaw MS Office 2007 and Symantec Enterprise Vault rollout for entire New York office.
• Resolved and escalated as appropriate issues related to custom applications and system hardware issues, including PDA devices such as BlackBerry and Palm.

Confidential, New York, NY

Desktop Support

• Provided 3rd level desktop support for entire New York offices.
• Administered, monitored, and maintained Symantec Backup Exec System Recovery for all company desktops and laptops.
• Responsible for all Blackberry related issues including BlackBerry Enterprise Server administration.
• Initiated rollout of Windows Vista Operating System including Microsoft 2007 upgrade.

Confidential, New York, NY

Desktop Support

• Provided 3rd level desktop support for over 900 attorneys.
• Resolved escalations for software applications including Microsoft Office, templates, macros, and iManage.
• Identified and resolved software conflicts on internal desktop platforms.
• Routinely upgraded and provided support for Blackberry desktop software.

Confidential, Princeton, NJ

Desktop Engineer

• Engineered and deployed over 70 core and business specific applications using Novell ZENworks SnAppShot utility.
• Ensured proper tolerance and load balancing configuration and testing for business critical application objects.
• Implemented Windows NT4 / W2K application packaging standards.
• Provided expertise in database access components and .DLL conflict resolution.
• Worked with in-house software developers to package and integrate applications via ZENworks 4.x and Wise Package Studio.

Confidential, New York, NY

Application Package Integrator/Desktop Engineer

• Coordinated efforts to pilot Desktop Model to monitor the successful implementation of new technologies.
• Designed total scope of Windows 2000 desktop platform, from initial conception and engineering to implementation and support.
• Packaged and integrated over 200 application objects for distribution via Novell Application Launcher and MSI.
• Leveraged ZENworks 3 and SMS 2.0 for management of the desktop environment.