SUMMARY:

Results - driven and self directed IT professional, with demonstrated success troubleshooting and resolving problems and issues in high pressure, deadline driven environments. Recognizes the role of customer satisfaction, and exhibits a dedication to meeting client expectations and requirements. Continually explores ways to improve and promote quality, and addresses new demands and challenges with a positive attitude and effort.

TECHNICAL SKILLS:

A+ Certified, Technical Support, Active Directory, Microsoft SCCM, Hardware/software, Voice / Data installer and Troubleshooting, Project Management, Customer Service, Scheduling, Training/Development Inventory Management, Vendor Relations Printer Setup / Support Xerox MFDs HP Canon Laptops, Desktops, Tablets, Cell phones, and Computer support for HP, Dell, Lenovo, Asus, Samsung, Apple, and etc. MS Office (Excel, Word, PowerPoint, and Outlook, Outlook 365) Tape Backup Systems Routers, Switches, firewalls Virtual Private Networks MS Exchange Using ticketing systems Remedy, Service Now, Workflow, and Citrix.

PROFESSIONAL SUMMARY:

Confidential, Camp Hill, Pennsylvania

Technical Helpdesk Support

Responsibilities:

• Rebuilding and troubleshoot issues for POS computer equipment, registers, printers, scanners, and hand held devices for 1,835 stores.
• Use incident ticketing system to resolve store damaged equipment for Imaging IBM Cash registers computers from Windows XP to Windows 7 with Ghost imaging through the network server.
• Updated new hand held Barcode scanners for new and old store locations
• Monitoring and tracking equipment going out to stores and begin returned from store doing equipment upgrades, renewing and reimaging.

Confidential, Pennsylvania

Field Service Technician

Responsibilities:

• Installing, maintenance, and repairing ATM and POS equipment (card readers, scanners, registers, routers, customer’s keyboard). And teller operating panel to service ATM audits.
• Maintained mainframe computers and peripherals, HP printers and plotters (card dispensers), enterprise level servers, networks and software
• Assisted with item processing reader/sorters and networking issues on imaging systems using Ghost, medium/high complexity networking/communications equipment, network and systems management/protocols (Ethernet, Token-Ring, Star LAN, NetBIOS, X.25 and Cisco Routers).
• Primary services include hardware maintenance, installation, network management, multi-vendor maintenance and software support.
• Provided installation, maintenance and repairs on ATM (second line maintenance) and POS equipment and other electromechanical equipment at various locations within an assigned territory.

Confidential, Lititz Pike, Pennsylvania

Responsibilities:

• Oversaw the daily servicing and maintenance of the ATM network.
• Supported conversions by providing necessary expertise IT Support for Outlook, Linux, Adobe, Acrobat and the MS Office Suite (Word, Excel, PowerPoint).
• Participated in the planning and implementation of several software/hardware upgrades to the ATM fleet, most recently the upgrade from Windows XP to Windows 7.
• Responsible for the efficient operation of the ATM fleet by quickly identifying ATM hardware and software faults and bringing them to resolution.
• Provided first line support to branch personnel, second line support to Wincor field technicians, as well as working with third level support on more complex issues to resolve problems and answer questions.
• Cultivated the ATM training program, ATM settlement procedures, and ATM software loading instructions.
• Replaced routers, and switches for networking communication for ATM’s and user’s work stations.

Confidential, York, Pennsylvania

Technical Support Analyst

Responsibilities:

• Responsible for providing front-end, help desk support to clients using Citrix ticketing system.
• Supported HP Printers and Lenovo PC’s/Laptops.
• Responsible for handling large volumes of tickets per month or more, while maintaining a resolution of 75% or better. Troubleshooting network issues from Cisco Wireless routers, modems, VPN, and communication.
• Created users company profiles on Active Directory.
• Set up user printers, check scanners, desktops, and Laptop work stations. Working on Windows 10, Office 365, and assisted with Apple cell phone set-up for users.
• Support for all IT products Adobe, Linux OS and services, including answering questions from clients, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality and communicating policy effective.
• Created cell phone profile for users and setting up their emails profile on the phones.
• Trained users on programs and system applications.

Confidential

Network Equipment Technician /Equipment Coordinator, Baltimore, Maryland

Responsibilities:

• Provided technical support to end users and maintain overall functionality of desktop and laptop Windows 7/8 applications.
• New Relic and Splunk experience.
• Troubleshoot and resolving hardware and software problems on workstations, servers, and LAN equipment.
• Responsible for maintaining current and accurate hardware inventory.
• Built, configuring and deploying Dell PC workstations and servers including Windows/MS Office operating systems.
• Installed and configuring applications on workstations and servers.
• Installed and maintain Cisco network equipment, including switches, hubs, and UPSs.
• Troubleshoot and resolve workstation problems as needed.
• Monitored, troubleshooting, and resolving problems on the company WAN.
• Assigned to implement new networking equipment into service.
• Maintain a current and accurate inventory of workstations, printers, copiers, fax machines and other LAN devices.
• Participated in the maintenance of a current and accurate inventory of servers, routers, telephones, software and other systems or devices as assigned.

Confidential

Customer Engineer (level 2) / Helpdesk Support, Baltimore, Maryland

Responsibilities:

• Installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction.
• Maintained mainframe computers and peripherals, large system printers and plotters, enterprise level servers, networks and software, item processing reader/sorters and networking issues on imaging systems, medium/high complexity networking/communications equipment, network and systems management/protocols (Ethernet, Token-Ring, StarLAN, NetBIOS, X.25). and other electromechanical equipment at various locations within an assigned territory
• Primary services include hardware maintenance, installation, network management, multi-vendor maintenance and software support.