PERSONAL SUMMARY:

A highly competent and enthusiastic computer support specialist with experience in providing practical assistance to end users via the IT service desk telephone system, remote support software tools, and onsite service calls. A consistent & proven track record of successfully employing best business practices that improve efficiency, reduce operating costs while increasing performance.

KEY SKILLS AND COMPETENCIES:

• Proficiency in the troubleshooting and resolution of all client queries
• Good problem solving skills along with the ability to maintain calm under pressure.
• In - depth understanding of PC hardware set-up and configuration.
• A methodical and structured approach to problem solving.
• Fluent in French

SOFTWARE:

• Business Software / Operating Systems:
• MS Windows XP Pro / Win7 Pro / Win8 / Win10
• MS Office Suite XP / 2003/ 2007 / 2010 / 2013 / 2016
• MS Windows Server 2003 / SBS 2003 / 2008 R2 / 2012 R2
• MS Exchange 2003 / 2007 / 2010 /2013 / 2016 / Exchange 365
• Adobe Products
• Intuit / QuickBooks
• Business Management / Remote Monitoring Suites:
• Kaseya
• GFIMAX RemoteManagement
• SolarWinds MSP Remote Monitoring and Management
• SolarWinds Mail Assure
• Autotask Business Management Software / Ticketing - Online
• Business Continuity Systems:
• Datto Business Continuity Systems
• Appassure 5.x
• RapidRecovery 6.x backup servers
• Axcient Virtualization Backup Certifications eFolder Replibit
• Miscellaneous:
• Variety of different proprietary and non-proprietary applications in but not limited to Accounting, Legal and Not-for-Profit industries.
• Antivirus suites including Trend Micro, Symantec EndPoint Security, BitDefender EndPoint Security
• Microsoft Deployment Toolkit version 8450
• Microsoft ADK for Windows 10 version 1803
• VMware 5.5 vSphere / VMware Horizon View
• SonicWALL firewall TZ series - maintenance and configuration
• Cisco PIX firewall - maintenance and configuration
• Dell / HP Hardware Blade Servers, Switches, Desktops, Laptops
• Nimble Storage All Flash and Hybrid
• Cable Management
• Microsoft System Center Configuration Manager SCCM 2012

WORK EXPERIENCE

Windows Desktop Engineer

Confidential, Blooming Grove, NY

Responsibilities:

• Responsible for the development, testing, distribution, and maintenance of more complex/critical custom workstation images using latest version of MDT as well as PowerShell scripting that in corporate the core operating system and various applications, including office automation software, browsers, clinical and business application software, backup, anti - spyware, and anti-virus agents.
• Provided assistance with maintenance and operation of servers that support anti-virus and remote management tools, assist with maintenance of hardware and software license inventories.
• Using Microsoft SCCM current branch, performed patch management and upgrades (both operating system and application software).
• Developed standards for workstations (hardware, operating system, and core applications).
• Actively assisted in troubleshooting standards, and securing the desktop environment.

Senior IT Consultant

Confidential, Westchester, NYC

Responsibilities:

• As needed role only to assist company CEO directly if available after hours.
• Provide coordination and resolution of customer tech support issues.
• Assist business customers to resolve all technical questions and issues with Windows and Mac hardware and software (including servers), cloud services, the Internet, and networking.
• Support is delivered via remote control as well as in-person visits to customers in Westchester County and NYC.
• Lead for IT Projects such as new customer on-boarding, participation in server builds, email and server migrations.

Desktop Engineer Manager

Confidential, Nanuet, NY

Responsibilities:

• Responsible for all technical aspects (both Pre-sales and Post Sales) and activities related to the company’s Desktop Managed Services practice.
• Managing the individual employees and ensuring that the appropriate technical resources are available to support the company’s sales efforts and to support the existing customer base.
• Ensure that the company has adequate staffing, skillset, and any other related resources to ensure that the firm can meet current and near future customer demand.

System Engineer

Confidential, Nanuet, NY

Responsibilities:

• System administration and Managed IT Support services for Confidential in the Greater NYC metropolitan area.
• Remote Desktop and Network Support in MS Windows Server infrastructures including version 2012 R2.
• Managed configuration and administration of remote management and monitoring products, such as GFIMax, SolarWinds MSP, and Quest KACE management suites for over 300 server and workstation nodes.
• SonicWall Firewall / VPN tunneling. Data Center engineering technologies in LAN / SAN environments using VMware, Nimble, Dell EMC Equallogic products.
• Administration for MS Exchange 2016 and Office365 / Exchange 365 for mailbox creation, password resets, mail flow / connectors maintenance, size limits, etc. Migration processes from Windows 7 to Windows 10 for clients.
• VOIP telephony administration with Allworx Communications.
• Documented and logged tickets via online ticketing system, with escalation when needed to Enterprise Support.
• Interoffice communication via Skype for Business and Slack.

Field Network Engineer

Confidential, Nanuet, NY / Tarrytown, NY

Responsibilities:

• Provide onsite and remote desktop, server and network support for over 100 small to midsize companies mainly in Rockland, Westchester, Orange Counties in NY and northern NJ.
• Remote asset management via Kaseya Network Monitor. Install and configuration for new desktops and laptops on Windows 7 Pro and Windows 8. Migrations from Windows XP Pro to current Windows operating systems. Proficient with user setup and administration in Active Directory on Windows 2003 and 2008 server platforms.
• Perform troubleshooting and maintenance on various Windows system including virus removal, PC tune-ups and preventive practices.
• Printer setup, configuration, troubleshooting and maintenance, including installing fuser kits and rollers.
• Experience with MS Exchange 2003, 2007, 2010, and 2013 administration, Exchange Information Store disaster recovery and mounting issues.
• Familiarity with server backup and data recovery procedures using various media and VM virtualization via VMWare and other technologies.
• Implementation and execution of server migrations upgrades from Windows 2003 to Widows 2008 network environments working with Level 3 engineers.
• Very strong customer service and training skills with patience to assist end users in many different fields and industries.

Technical Support Desk Analyst

Confidential, White Plains, NY

Responsibilities:

• Actively provided telephone support to users on a multi-network platform including Windows NT, Novell 3.12, and UNIX. Provided software and hardware support to over 800 users in a multi-national environment.
• Responsible for conducting new user setups and/or software installation via telephone for users in North America, Latin America, Asia, and Africa.
• Delivered comprehensive information regarding proprietary applications.
• Developed and maintained problem tracking databases using MS Excel and Access.
• Responsible for distribution of recorded problems to appropriate departments within the IT division.