SUMMARY:

• To utilize my expertise in technical support role. Implementing skilled procedures and solutions in a fast pace customer service or production environment. I’m driven and strive to apply sound principals in a positive and energetic fashion, achieving exceptional technical service in a friendly and energetic manner. I possess a unique ability to relate to clients or team members to achieve solutions and goals. Welcomes the opportunity to train and mentor others building strong dependable relationships with clients and management. Clear and concise email etiquette and work place mannerism. Strives for improvement and long - lasting business relationships.
• 20 Years in the field of specialized electronics and IBM based computing. Successfully graduated from several technical collages and continued education through-out career. Developed strict technical disciplines and communication working with Project Managers, Directors, VIP’s, and Employees. Solid understanding of concepts supporting corporate Hardware and Software.

PROFESSIONAL EXPERIENCE:

Confidential, New Jersey

Cisco Field Service Engineer

• Provides 24/7 - Technical Support for Bristol Myers Squibb Cisco Data Networking Equipment Department.
• Project Lead for Technical Refresh Project for Central New Jersey. Responsible for all New Equipment and Spare Service Parts.
• Hands-on Expert with Racking Switches and Routers.
• Neat and Clean Cable Management Procedures.
• Customer Support Engineer for all 5 Central New Jersey Data Centers.

Confidential

Freelance Consultant

• Successfully completed over 150 Projects involving Electronic Base Equipment.
• Services Provided Include and not limited to POS Systems ( Agilysys / Info Genesis and Harbor Touch), Digital Video Systems, Computers/ Servers, Wireless Access Points (WAP), Security Devices, Cat 6e Cable Installs, Banking Teller Devices (NCR) and Networking Devices, Routers and Switch Configurations.
• Independent Professional and Reliable. Proven track record with Service Buyers.
• 100 % Power Pro Rating with a list of Positive Reviews / Feedbacks from Service Buyers.

Confidential, NJ

Windows 7 Upgrade- Project Lead

• Short term position contracted to audit existing active/non-active desktop support.
• Hardware/software for Catalent XP to Windows 7 Upgrade Project for 450 Desktops and Laptops.
• Assisted Project Manager in developing an effective and time critical windows 7 upgrade Project and service delivery commitment.

Confidential - New Brunswick, NJ

Senior Desktop Support /Windows 7 Rollout

• Responsible for solution of problems escalated from the first level support related to Windows 7 upgrades.
• Duties include the tracking of problems and trend analysis of XP to Windows 7 upgrade issues.
• Monitor trouble tickets and prioritize problems based on business impact.
• Assist in supporting and troubleshooting business applications and software used by desktop clients and call centers within supported customer's scope.

Confidential, Bound Brook, NJ

IT Support Specialist

• Provided technical support for small to midsize companies. Daily support of laptops, servers, smart phones, printers, and network equipment. Ability to identify technical issues within a short period of time.
• Supported over 50 different companies with strict SLA agreements. Custom to very stressful situations supporting various hardware and software platforms. Identified technology requirements and upgrades to increase performance and reduce bottlenecks in systems.
• Expert troubleshooting procedures with XP, Windows 7 and Windows 8, Win2003 and Win2008
• Servers, Small Business Server 2008, MS Exchange, DNS, Active Directory, TCP/IP & Network.
• Responsible for all hardware / software asset management through Level Platforms

Confidential -Morristown, NJ

Desktop Support-Team Lead

• Successfully completed national Windows 7 Rollout and Microsoft Office 2010. Tools Implemented include and not limited to: Microsoft System Center Manager 2012, LANDesk Remote Control and Application Interface, HP Asset Manager -Peregrine Ticket System, and Lotus Notes migration to MS Outlook 2010.
• Daily responsibilities include break-fix problems for Lenovo Laptops and Desktops, including and not limited to software approved updates and installations. Project manage all updates, software pushes and verified administrative rights for eligible employees.
• Proactively improved SLA from 82 % to an average of 98%. directly responsible for maintaining the QAS for daily break-fix of Bayer Laptops and Desktops. delivered technical excellence on a daily basis.
• Managed and assigned all responsibilities to 5 technicians; including workload delegation, time management, performance reviews, monthly training, ticket management, IT projects, trend analysis and weekly reporting.

Hewlett Packard

Project Lead

• Successfully fulfills national hardware refresh project for Bank of America-north east locations.
• Project Managed technicians to integrate new HP blade servers and desktop computers.
• Work collaborate with VIP’s, Executives and Bank Managers to schedule installations and successful completion of hardware and software upgrades.
• Developed and tested installations procedures for deployment of new equipment.
• Perfected wiring schemes and professionally implemented cable management topologies.
• Surveyed sites and documented Visio diagrams for evaluation and cable management schemes.
• HP communications liaison for HP in preparations of delivery hardware orders.
• Trained bank tellers and managers on new software enhancements.
• Inventoried HP equipment and maintained materials list for projects.

Confidential - Piscataway, NJ

Technical Services Manager

• Provides high-level technical support for clients and field technicians.
• Acts as the office phone support liaison for client support issue’s and field support.
• Schedules weekly service calls, managed technicians, responsible for hardware/software upgrades and parts ordering for all jobs.
• Remotely set-up and configure new systems for troubleshooting and configuration back-ups.
• Provides research and development for the integration of new hardware implementations.
• Maintained inventory, service contract renewals and materials management for territory.

Confidential

Customer Support Engineer

• Technical support specialist for Verizon’s Remittance Processing Center (RPC). Primary support
• Engineer for mission critical systems. CSC technical support liaison for Verizon RPC locations.
• Day-to-Day consist of independently diagnosing, repairing, maintaining and installing computer hardware, software and data communications necessary to maintain at Verizon’s Data Center. Performed service and maintenance for all mission critical BancTec scanning and encoding equipment. This equipment processes mail-coupon and check extraction at high-speeds. The scanners are extremely sophisticated and have many subsystems and hardware layers. Followed preventative maintenance schedules.
• Manages software updates and service patches. Daily management of Norton antivirus servers, Microsoft update servers and Microsoft 2000 print servers. Ensures servers and desktop computers have up-to-date Norton ghost computer images for quick and efficient failure recovery. Identifies and reports advanced troubleshooting issues with UNIX and Microsoft servers. Replacement of Cisco switches when lifecycle ends or hardware failures.
• Project leads upgrade projects involving several hardware rollouts that include but not limited to: HP/Compaq Desktop Pc’s, Dell Power Edge 2950 Blade Servers and Windows 2003 Application Servers from conception to completion. Replacement of Cisco Switches when lifecycle ends. This consisted of informing customer of power requirements, site planning and installation of 4 Raid Servers, 4 web servers, 6 Protégé Cd writers, 4 security servers and 62 workstations for sites across the country to send their files to be archived via secured ftp.
• Provides network support for departmental issues regarding data accessibility and
• Network problems. Systematically schedules preventive maintenance with venders and sub
• Contractors. Assists in software developer support and implementation software upgrades.
• Tested application development stages and quality assured before Production environment.

Confidential, NJ

Jr. Network Support Engineer

• Hardware installation and configuration of Compaq ProLiant Servers and Cisco 2900 switching devices.
• Setup, configured and maintained Novell 5.0 print servers and NT 4.0 / win 2k application Servers.
• Consolidation of network resources through data migration and backup recovery procedures.
• Configured and supported DHCP, DNS and WINS Servers for TCP\IP networking environments.
• Design and implemented daily back-up schemes for disaster recovery.
• Documentation of network infrastructure, network drops and wiring closet configurations.
• 24 Hr emergency supports and field service to remote locations.

Confidential, NJ

Desktop Support Lead

• Successfully accomplished hardware and software upgrades for over 1000 workstations and laptops.
• Provided direct consultation to IT Director on topics such as NT 4.0 station security, client/server application compatibility, software and hardware management tools and remote access service for field account executives.
• Lead desktop support team on the installation and configuration of NT 4.0 operating systems. Tested and documented installation procedures for main-frame emulation programs, AS/400 client emulators and lotus notes 5.0 client upgrades.
• Managed and scheduled network printer maintenance and service for 75 network printers designed and maintained spreadsheets for maintenance and repair.

Confidential - Edison, NJ

Desktop Support Technician

• Responsibilities include day-to-day troubleshooting of computer software and hardware for corporate computer and laptops through Lotus Notes ticket system.
• Documentation of problem/resolution through Lotus Notes knowledge base.
• Setup test labs for new applications and testing procedures for software development and production environments.
• Perform installation, configuration, service and troubleshooting for DOSWindows 95/98/millennium edition, NT 4.0, Windows 2000/ XP Professional.
• Microsoft Office, Outlook Express/2000 email, Lotus Notes, IBM Client EmulatorsMacAfee Virus Scan, Norton Utilities and Norton Ghost.