SUMMARY:

• CompTIA A+ and Network+ technician providing theoretical and practical customer service for end users.
• Comprehensive background in helpdesk and/or desktop policies, PC and software installations, connectivity issues, upgrades, rollouts, deployments, data migration, imaging of machines, password resets, virus removal, and IMACs.
• Serve as a vital technical resource supporting users running desktop software applications on various Windows operating systems.
• Able to diagnose, identify, and resolve technical, and connectivity, issues for the end user.
• Installation, support, and maintenance, of various PC’s, hardware components, mobile devices (iPhones, iPads…etc.), peripherals, printers, laptops, and docking stations.
• Solid communication skills, organizational, and problem solving abilities.
• Always willing to learn new, and current, technologies that expand my knowledge and skill set.

TECHNICAL SKILLS:

Operating Systems: DOS, Mac OS, Windows XP / 7 / 10

Hardware: Various components, and peripherals, from IBM, Gateway, Dell and HP

Software: MS Office Suite, Internet Explorer, Netscape Navigator, Firefox, Safari

Networking Protocols: TCP/IP, DNS, DHCP, HTTP(S), VPN, RDP, and other various protocols.

Networking Interfaces: LAN/WAN, Modems, NIC Cards, Switches, Hubs, Routers (wired and wireless), I/O Ports, Ethernet cabling and various connectors (RJ - 45, SC, ST, RCA)

Utility Software: Norton Internet Security, McAfee Virus Scan, Auslogics Antivirus, KillDisk, VisionARCServe, User State Migration Tool (USMT), Quickbase Total Management System, Active Directory

Imaging Software: Norton Ghost, LANDesk Management Suite, ZENworks Imaging CD, Windows Deployment Service (WDS), System Center Configuration Manager (SCCM)

Ticketing Systems SharePoint Knowledge Base, Remedy, Footprints

Email Applications: AOL, Hotmail, Microsoft Outlook, Lotus Notes

PROFESSIONAL EXPERIENCE:

Help Desk Technician

Confidential - Middletown, CT.

• Traveled to various schools, within the state, and performed an IT hardware/networking assessment within the School Based Health Center (SBHC) of the school.
• Recorded the assessment findings updating the SBHC Equipment Table database, within Quickbase, and made recommendations to management for improving all areas of the Health Center.
• When not travelling, used Active Directory to approve, and install, current images via Windows Deployment Service (WDS) on new, or existing, HP desktop and laptop machines.
• Placed the asset tag numbers on the machines, recorded relevant information, and stored them for safekeeping and future deployments for the company clients.
• Assisted other members, of the Help Desk team, by serving as a point of contact for customers seeking technical assistance over the phone, by email, or using the Footprints Ticketing System.
• Removed the memory, and the hard drive, on older machines and stored them in a separate location for proper disposal.

IT Field Service Technician - Independent Contractor

Confidential, Westlake, OH

• Provided IT assistance on Windows projects for various companies throughout the state of Connecticut.
• Responded to Help Desk and/or Desktop Support requests from the respective company employees.
• Ensured that the request is completed to the satisfaction of the employee.

Help Desk/Desktop Support Analyst

Confidential - Hartford, CT

• Provided accurate, timely, high-quality, customer-focused assistance and problem resolution services in a professional manner.
• Ensured that the customer’s business needs are met while adhering to the corporate standards and meeting service level agreements.
• Ability to put the customer at ease and take control of the conversation and/or problem.
• Built, and maintained, effective relationships within the center and with all the customers.
• Possessed a general understanding of all the types and services that Aetna provides their clients.
• Customer Service focus providing efficient quality service to the business.
• Kept abreast of technology changes and initiatives affecting IT.

IT Independent Contractor

Confidential, Kennesaw, GA

• Unboxed, set up, and installed Dell Chromebooks for various elementary schools around Connecticut.
• Configured laptops, following procedures set by the school, for wireless network connectivity.
• Re-imaged Dell Optiplex machines, using Norton Ghost, and recorded the serial numbers for Middle Gate Elementary School in Newtown, CT.

Desktop Support/Win7 Migration Technician

Confidential- Orange, CT

• Provided hands on or technical assistance in the migration and re-imaging of client computer systems on existing Windows 7 platform machines.
• Following procedures set by the client, using USMT and the ZENworks imaging CD, to save profile data, image, and restore profile settings, for the end user, to new or existing computer systems.
• Mapped network printers, installed business applications if needed, and managed a nightly deployment list
• Increased the number of imaged machines from 6 to 16 on a nightly basis.
• Assessed, and resolved, any issues and documented the completion of migrations to the project team.

Service Desk—Desk Side Support Analyst

Confidential - Westport, CT

• Provided high quality IT support services to 2200 end users.
• Utilized the SharePoint ticketing system and Knowledge Base to handle user requests assigned to you and record all updates until the ticket is resolved and closed.
• Assessed, communicated, and ensured prioritized mitigation of risk to the service and the business.
• Analyzed and communicated the overall status of service and maintained satisfactory levels.

Desktop Support Level II/NGD Rollout Technician

Confidential- Hartford, CT

• Worked on a team to install specific software applications, for the end user, on Windows 7 workstations.
• Checked to ensure the employee name was a match between the XP machine they already had and the Windows 7 upgrade machine they were receiving.
• Validated all machine deployment data and researched any discrepancies.
• Performed, and verified, the association between XP and Windows 7 on these workstations, using RSP and SCCM, and prepared them for shipping.
• Increased the number of verifications from 12 to 55 on a daily basis.
• Oversaw the departments “re-schedule” and “future” deployment carts in a timely fashion.

Desktop Support Technician

Confidential

• Handled various hardware, and software, support issues for a major health care organization during their migration implementation and application upgrades.
• Utilized Active Directory to make changes in administrative tools for local groups and policies.
• Resolved various login issues the end users had using Vision, resetting passwords, and moving user profiles.
• Prepped and manually migrated the desktop workstations to the new domain whenever necessary.
• Extensive phone support for 500 - 1000 users of all levels in the hospital.

Help Desk / Workstation PC/MAC Deployment Technician

Confidential - Hempstead, NY

• Supported a Microsoft-based network running XP and Windows 7.
• Set up and installed, IBM Lenovo or iMac/Mac OSX Pro, workstations for various computer labs and/or administrative offices on the campus.
• Installed the appropriate image on the new machine, for the end user, using the LANDesk Management Suite depending on which department the user was in.
• Transferred important files from the old machine and configured the new machine, to the user’s needs, and transferred those files back onto the new machine.
• Erased all data from the old machines, using KillDisk software in preparation for disposal, and placed them in a pre-determined storage location.
• Repaired various hardware break/fix issues via help desk tickets using the Remedy application software.

Desktop Support Technician

Confidential - Garden City, NY

• General hardware break/fix of desktops, laptops, and servers.
• Installed company approved software (MS Office, Lotus Notes, Profit Key, etc.) to maintain business continuity for fellow employees.