SUMMARY:

To obtain a challenging position in computer technology and contribute excellent technical and communication skills within a company.

TECHNICAL SKILLS:

Current Skills: Active Directory, Office 365, Windows 7, 8, 10. Mac OS X. Microsoft Office 2013 and 2016. Adobe Acrobat and Creative Suite. Cisco Anyconnect (VPN), Citrix, SCCM for software deployment and workstation management, Cisco phones, Bomgar, Dameware, Mobile devices both Android and iPhone. Setting up video and audio conferences, Webx. Imaging both Windows Machines and Mac/Apple machines. Imaging and deploying laptops, desktops, Surfaces, Macbooks and Macbook Pro’s. iPad support. Transwiz for profile backing up and transferring form machine to machine. RSA security and authentication. Onedrive support. Interwoven document Management. Troubleshooting printers, scanners and copiers.

Call Tracking Systems: Service Now, Service Manager, ManageNow, Royal Blue, Heat, Footprints, and Utopia.

WORK EXPERIENCE:

Confidential

Desktop Engineer

Responsibilities:

• Image and deployed Windows and Apple/ Macintosh machine. On Mac machines, partitioned with Bootcamp so developers can work in dual environment, both Windows and Mac.
• Created Active Directory accounts and assigned rights
• Terminated users by disabling accounts, backing up computer data as part of the termination procedures.
• Cisco phones physical setup and programming extensions
• Kept track of inventory and order software licenses and hardware/peripherals as needed
• Upgraded memory and hard drives
• Upgraded Windows 7 and 8 machines to Windows 10
• Managed laptop loaner poole
• Conducted new user training and contributed technical writing for the training class
• Setup Webx, audio and video conferences
• Networked Printers
• Supported iPhone and Android mobile devices from setting up service to the device itself
• Resolved second - level tickets escalated by helpdesk, management, email, call tracking and portal
• Assigned and downloaded RSA token and application
• Phone support as well which I used Bomgar, Dameware, and Webx to remote into a machine

Confidential

Desktop Support Analyst

Responsibilities:

• Installed and supported Point of Sales software for CMS and Starmount
• Supported Starmount upgrade by testing application features with current image
• Supported HP Elitebooks, Macbooks and iPad hardware
• Troubleshot Micorsoft office, Adobe Products and custom applications via phone support and remoting in
• Fixed Laserjet printers
• Backed up and imaged problem machines
• Citrix and VPN Support

Confidential

Technical Support Analyst

Responsibilities:

• Supported Microsoft Office, Windows and Macintosh and the applications that run on both OS.
• Learned custom company applications in which I supported via telephone.
• 100% phone support

Confidential

IT Security Analyst

Responsibilities:

• Active Directory creating accounts and assigning rights
• Creating accounts for customer TJU applications
• Administered other applications for security purposes to prepare for the EPIC rollout
• This was a Project in which I worked on my own administering network and application rights

Confidential

Technical Support Analyst

Responsibilities:

• 100% phone support
• Service Manager for call tracking
• Supported Lotus Notes to Outlook upgrade
• Reset passwords for Active Directory
• Reset Unix passwords
• Performed Unix, Exchange and Lotus Notes restores
• Fixed local and Network printing issues
• Citrix and VPN Support

Confidential

Technical Support Analyst

Responsibilities:

• Resolved technical issues via Service Manager, telephone, e-mail, MS Lync and portal
• Managed several second-level technical queues in Service Manager
• Deployed software via SCCM as well as removed and repaired software and fixed the SCCM workstation client for users not receiving pushes
• Reset Mainframe passwords
• Active Directory password resets, unlocked accounts, enabled/disabled accounts and set up group rights

Confidential

Local IT Desktop Engineer

Responsibilities:

• Imaged and deployed new laptops and pc’s.
• Mobile device administrator
• Supported Livemail upgrade
• Livemail Administrator
• Fixed printers as far as maintenance kits, toners and fusers
• Managed inventory
• JDE Administrator
• Citrix and VPN Support

Confidential

PC Support Analyst

Responsibilities:

• 100 % Phone support
• Citrix and VPN Support for remote access
• Mobile device support
• Citrix printing and profile maintenance
• Heat as call tracking
• EAS administrator

Confidential

Application Analyst

Responsibilities:

• Provided second-level phone support
• Provided desktop support as needed
• Citrix and VPN support, remote connectivity
• Digipass security administrator
• Mobile device administrator
• Interwoven document management administrator
• Conference call setups
• Managenow for call tracking
• ProxyMaster and Webx to remote into machines
• Cisco phone support
• EAS e-mail archiving Admin
• Blackberry support
• Active Directory administrative tasks
• New hire and termination tasks
• Supported the Litigation department as a backup and overflow analyst

Confidential

Technical Support Analyst

Responsibilities:

• 100% phone support
• Blackberry and Palm Pilot Administrator
• Resolved software, hardware, networking, e-mail and internet issues via telephone and remoting in via SMS.
• Technical Writer for training guides
• Tested software to ensure stability with current image

Confidential

Applications Analyst

Responsibilities:

• Provided second-level support for tickets escalated by Firm Helpdesk
• Created and deployed wininstalls
• Created, modified ad backed up imaged using Ghost
• Managed technical projects for the Library, Litigation department and Marketing department
• Lotus Notes Administrator
• Y2K tester for workstation compliancy
• Back up and overflow analyst for the Litigation department
• PC and Mac environment

Confidential

Technical Support Analyst

Responsibilities:

• Technical support for PC lab located at the Health Science center campus
• 100% desk side support in computer lab addressing many issues
• Supported software, hardware, networking, printing, mainframe issues in a PC and Mac environment.