OBJECTIVE

To provide experienced, cutting - edge Information Technology management to a firm that offers room to learn and grow.

SUMMARY:

• 13 plus years of solid IT managerial experience and support
• Knowledgeable fluency with LAN, WAN,WI-FI, broadband, Blackberries, Smart Phones and Active Directory.
• Experience with creating, modifying, and managing both user and computer through Active Directory.
• Skilled at trouble-shooting network issues and have the ability to user tools such as toners to trace connectivity from wall port to patch panel to switch / server
• Ability to effectively troubleshoot hardware and software issues in a timely fashion
• Adept in the usage and purpose of various cabling options: Coaxial, Cat5, Cat6, Fiber Optic
• Proficient in assorted networking concepts: TCP/IP, DHCP, IP Addresses, Subnet Mask, Gateway
• Skilled at using the command prompt and PowerShell to gain necessary network information to trouble-shoot / resolve network and other issues
• Experience with supporting Xerox, HP, Ricoh, and Brother network printers and copier machines
• Experience installing and support VPN applications (Citrix / AnyConnect)
• Experience with supporting Smartphones, smartboards, projectors, and other audio/visual technologies
• Experience with using ticketing systems such as Track-it, Remedy, and Service-Now
• Experience with imaging desktops and laptop using Ghost Cast and SCCM imaging software
• Experience managing Software / computers / user accounts using the SCCM Client
• Experience with using remote software to support end users and/or to connect to different servers (remote desktop, remote assistant, VNC, TeamViewer, GoToAssist)
• Experience with installing and troubleshooting both Cisco and Avaya phones
• Experience with managing projects and seeing them through to the end
• Possess the ability to trouble-shoot issues over the phone and in person with the use of technical methods and strong customer service skills

TECHNICAL SKILLS:

• MS office 2013, 2016,Office 365
• IOS X for MAC’s
• Windows 7, Windows10
• Adobe Acrobat / Reader
• Cisco VPN Client / Any Connect VPN Client
• Internet Explorer 7-11/ Chrome, FireFox
• Skype for Business2015 / Lync/ one note
• Remedy ticketing system / Service - Now
• Symantec End Point Protection
• Remote Desktop, Remote AssistanceVNC remote software

PROFESSIONAL EXPERIENCE:

Confidential

Helpdesk/Desktop Support Analyst

Responsibilities:

• Upgraded laptops from Windows 7 to Windows 1
• Used SCCM Manager Console to install SCCM Client on laptops so they get up-to-date group policies and updates
• Tested new equipment for quality assurance, and configured new equipment for users
• Install, configure and trouble-shot issues with VMWare on windows 10 systems
• Resolved simple and complex issues in person, remotely and over the phone
• Resolved tickets using ServiceNow Ticketing system
• Provided local and network printer support and resolved copier/scanner issues
• Installed, configured, and trouble-shot and provided support for Office 365 suite
• Managed, created and modified user / computer accounts using AD
• Executed equipment installs and moves for users
• Individually managed projects for inventory of equipment, decommissioning and donation of legacy equipment, and storage room management
• Installed, configured, and trouble-shot work place communication platforms such as Lync, Skype for Business suite, MS Team, Cisco Jabber, and Zoom.
• Learned the IT environment quickly
• Communicated and worked with Sr. Administrators to resolved complex network issues.
• Worked with and shared information on how to resolve complex issues with helpdesk team members
• Created documentation for users on the use of various software application and the use of conference room equipment
• Individually trouble-shot network connectivity issues along with other issues with Mac laptops running IOS 10.6 or better
• Displayed professional, upbeat, positive demeaner when working with customers and instilled confidence and trust in them that I would assist them with getting their issue resolved in a timely manner.
• Provided white-glove support of top executives and all other employees

Confidential

Sr. Specialist, IT Administration (ITA)

Responsibilities:

• Resolve complex computer issue over the phone and in person
• Managed user and computer account in Active Directory (AD)
• Support users and help them resolve issues within MS Office Suite 2010/2013/2016/ Office 365 (Skype for Business)
• Support users and help them resolve issue within Windows XP, Windows 7 OS, and Windows 10
• Resolve local and network printer issues both remotely and in person
• Installed and supported VPN both in person, remotely, and walked user through resolving issue over phone
• Activated and resolved network port issues when required (made necessary cross connection at patch panel / switch)
• Skilled at working with ticketing systems like…Remedy, Track-IT, Service-Now, etc.
• Displays detail oriented, professional, customer friendly demeanor when interacting with customers / clients
• Skilled at imaging machine with current imaging software and methods
• Always looking to learn and add to the skill set that I have
• Manage projects when assigned
• Manage company assets, by tracking equipment both electronically and manually.

Confidential

Service Desk Technician

Responsibilities:

• As a service desk technician, my duties included
• Supporting user in a window 7 environment over the phone and in person
• Imaging laptops and desktops using Symantec Ghost
• Trouble-shooting and resolving hardware issues
• Trouble-shooting and resolving software issues
• Hardware and software installs and removal
• Local and network printer support
• Assembling and disassembling Kodak scanners
• VPN support for users connecting to the network from home
• RSA token support for users who used the VPN to connect from home
• Support of MS office 2007 suite
• Remote support via remote desktop, Team Viewer, and NetMeeting and Remote Assistance

Deployment Technician

Confidential

Responsibilities:

• Completed Data Migrations on laptops
• Completed Operating System (OS) Refreshes on Laptops
• Upgraded OS from XP to Windows 7
• Loaded Lotus Notes for Users on Windows 7 Operating System

Confidential

Helpdesk/Deskside support Technician

Responsibilities:

• As a Helpdesk/Desktop support Technician, my duties include: support of copiers, printers, laptops, and desktops
• Hardware and software installs
• Support of Microsoft Office 2007 suite
• Creating and managing images for desktops and laptops
• Management of inventory of technical supplies
• Creating network cables and punching them down on the patch panel
• Created and managed accounts through Active Directory
• Managed network connections (physical connections and Wireless connections)
• Installed Wireless Access Points throughout building
• Setup presentation equipment whenever needed
• Worked with vendors to resolved different technical issues when needed
• Installed and did troubleshooting on Cisco VOIP phones

Confidential

Helpdesk/Desktop Support Specialist

Responsibilities:

• As a Desktop Support Specialist, my specific duties include:
• Supporting a firm that employed 300 to 500 employees
• Supporting a firm that had multiple sites
• Answering multiple phone calls from the helpdesk and had to walk end users through computer related issues over the phone and in person
• Imaging desktops and laptop using Ghost Cast
• Maintaining maintenance for individual workstations, including upgrades, repairs and patches to installed hardware and software.
• Building workstations by install the proper software and hardware
• Maintaining maintenance on individual workstations, including upgrades, repairs, patch installs for hardware and software
• Installing and supporting VOIP phones
• Installing and configuring various operating systems, including Windows XP.
• Creating and managing the network user accounts using Active Directory.
• Activated data and voice ports by patching the drops in to the patch panel
• Supported issues with Blackberries
• Resolved multiple copier and printer issues
• Setup presentations so that executives could display and present information on monitors, TV, and projector screens
• Displayed great customer service skills and professionalism when supporting end users
• Assisting system users to ensure proper network access by mapping appropriate network drives.
• Trouble-shot issues with connecting to the network
• Installing hubs, switchers, repeaters, modems, printers, adapters and fax machines.
• Creating security badges for employees
• Supporting end user remotely by using Remote Desktop and Real VNC remote software
• Setup outlook accounts and made sure that end user could receive e-mails
• Experience supporting Suncoast and Citrix issues

Confidential

IT Manager

Responsibilities:

• Maintaining maintenance on the network, by ensuring proper software versions and service packs are kept current. This also involves scheduling network services as to not interrupt the flow of business for the system users.
• Maintaining maintenance for individual workstations, including upgrades, repairs and patches to installed hardware and software.
• Managing network maintenance on individual workstations, ensuring that the system users always have proper network connectivity.
• Building workstations by installing proper hardware, such as hard disks, memory, motherboards, etc.
• Assisting system users to ensure proper network access by mapping appropriate network drives.
• Installing, configuring and repairing software as required.
• Installing and configuring various operating systems, including Windows XP.
• Creating and managing the network user accounts.
• Diagnosing and recovering failed systems.
• Establishing MS Access databases, managing the connections made to the database.
• Seeking various solutions for any networking issues that may arise, using internet newsgroups and blogs as one resource.
• Creating training materials and conducting training courses for system users on various software applications.
• Installing hubs, switchers, repeaters, modems, printers, adapters and fax machines.
• Making network patch/crossover cable from Cat5.