SUMMARY:

IT Support Technician supporting end users with over 8 years’ experience and a broad spectrum of computer OS systems, hardware repair, software troubleshooting, applications, and other technical related issues. Exceptional customer service and communication skills. Strong ability to effectively multitask and perform with a sense of urgency for rapid issues. Handles IT ticket system request to resolve technical related issues, find resolutions and prevent future errors from reoccurring.

TECHNICAL SKILLS:

Ticketing Systems: ITTS Management, iServe, Service Now, HEAT Service Management, IT Direct, WASP Inventory, Confidential Management Console), Microsoft System Center Configuration Manager (SCCM) Advance skills in all Microsoft Office software ( ) including (Office 365, SharePoint, Lync, Access, Project Management, Visio, Visual Basic)

Hardware and software repair support: Servers, desktop, Laptops HP (ProLiant), Dell, Apple, Sony VAIO, Toshiba, Confidential, Acer

Operating Systems (OS) Support: {Mac OSX El Capitan, Sierra, High Sierra, Mojave} Windows XP, Vista, Windows 7/ 8, 8.1 /10, and Linux Fedora / Ubuntu Phone Support (Avaya or VOIP software), Manage PBX telecommunication systems, AUX or IP camera systems and other peripheral devices Printer/Faxes

Troubleshooting & Support for phone devices: BlackBerry, iPhone, iPad, Android

Offers support for: Tape Drives, hubs, switches, routers, CAT 5 cable repair

RDP Applications: VNC, RDP, Dame Ware, Go to Assist, Windows Remote Assistance, Simple Help, XVUE Technician

Server Virtualization: VMware, Hyper - V, Citrix Client Support

Imaging software: Casper, Paragon, Ghosting Software, SCCM Active Directory in Windows Server ( ) applying GP s to Objects, add / disable of user profiles, Password resets; Knowledge of DNS Systems Understanding for DHCP (Dynamic) and (Static) TCP/IP protocols

Programming/ Markup language: Python, PHP, CSS, HTML, VB.NET RSA token assignment, VPN Assistance

EXPERIENCE:

Desktop Support / Applications Analyst

Confidential, Camden, NJ

Responsibilities:

• Offer Remote and Desk-side Support.
• Monitor, record and respond to incident or task request threw Service Now Ticketing System.
• Troubleshoot, diagnose and resolve software issue.
• Resolve Cisco Jabber and Skype problems.
• Deploy user request for new applications.
• Implement, test and integrate new applications.
• Perform routine system backups and upgrades.
• Install/Update operation systems and new releas es. Provide instructions and to staff when necessary.
• Manage and install software through Confidential Management Console).
• Investigating and diagnosing system faults and errors and resolving technical issues.
• Communicating messages regarding systems issues to users promptly.
• Active Directory Management for User & Computers.
• Troubleshoot, diagnose and repair hardware issues or create Confidential repair request for devices under warranty and follow threw on progress with users on service repairs.
• Investigate and resolve Xerox printing issues and manually configure home office printers to remote users.

Desktop Support / Mac Specialist

Confidential, Newtown Square, PA

Responsibilities:

• Provide great customer service and technical support to end users.
• Analyze systems and make recommendations for hardware and software standardization.
• Resolved non-compliant software related issues. Imaging / JAMF Device Enrollment: MacOS & Mobile Device enrollment and initial setup configuration for iPhone, iPads, Samsung devices. Windows 10 deployments to Confidential Laptops & imaging (SCCM Deployment Environment).
• Resolved technical related hardware: Break Fix / software.
• Document tickets using IT Direct ticketing system.
• Resolving issues for corporate (LAN) environment this included troubleshooting WIFI, VPN, Direct Access, BigIP F5 Client also provided RSA, RSA Pin Reset.
• Assist with remote tickets to resolve conference room skype/projector connection issues.
• Resolve printer badge activation issue and request puk codes for badge activation.
• Add network printers.
• Resolve clients citrix systems XenApp & XenDesktop environments.
• Troubleshoot and Resolve Antivirus-related issues due to non-compliant devices.
• Manage, update and document assets to reflect change in assets inventory database.
• Setup Office 365 for business, perform manual backups, and provided to users to maintain cloud syncing.
• Work with a variety of SAP Software (Concur, SAP Fiori Cloud) Employees ranges from 6000 +

System Administrator / Desktop Support, Philadelphia, PA

Confidential

Responsibilities:

• Deployment/Imaging for to Confidential and Confidential laptops and Confidential workstations.
• Troubleshoot and resolved Windows 7, 10 via breakfix process.
• CRM systems and applications installations, software upgrades/installs.
• Offered Remote support to help resolve company related software issues.
• Coordinate appointments with end users to pick up replacement device from breakfix.
• Deskside troubleshooting assistance.
• Perform user profile migration using (WET) software.
• Handle ticket system service request and incidents maintain updates on user progress through reports within IT Service Management.
• Escalate tickets to appropriate teams.
• Troubleshoot and resolve Wi-Fi and VPN issues. BIOS Upgrades and driver upgrades.
• Manage Active Directory & System Center Configuration Manager. APPv Client management.
• Resolve technical related issues with CRM systems.

Desktop Support Specialist, Conshohocken, PA

Confidential

Responsibilities:

• Troubleshoot software applications.
• Provide software installations and deployment to computing systems.
• Manage end-user desktops/laptops, servers, network equipment, VOIP / Phone troubleshooting and mobile device management.
• Perform incident resolution when required or escalate to the appropriate team.
• Interact with global IT teams to track and prioritize incidents and tasks in the ITTS system.
• Manage, update and document assets to reflect change in assets inventory database.
• Ensure that equipment follows all compliance security and policy requirements.
• Resolve tickets that has been escalated via remote.

Confidential, New York, NY

IT Contractor

Responsibilities:

• Create, Image, Deploy, Testing; Hire as an IT Contractor hired to work in a team environment.
• Casper imaging used to create imaging for MacOS El Capitan with additional software applications use within the company.
• Part of the project was to deployed image to 360 Mac Confidential ’s using Casper imaging software
• Configure VPN and ODBC for SQL databases.

Confidential, Philadelphia, PA

IT Support Technician / Jr. Networker

Responsibilities:

• Served as IT personal to help resolve hardware/software technical related issues.
• Manage Bartash Intranet.
• Resolve hardware and software application issues.
• Hardware/software support for applications.
• Resolve technical related issues FedEx Manager & WorldShip software application and perform software configuration and upgrades and migrations.
• Manage Attendance Enterprise System, CRC System, MS Office, Outlook, Wingows OS systems, JetPay Payroll, Inventory and Costing software.
• Offered scripting (CSS/ PHP/ HTML) via Wordpress.
• Manage PBX telecommunications system.
• Install and setup office phone.
• Provided technical support fot Printers or Copier.
• OS Installations, domain configuration for Mac & Windows.
• Networking Support. LAN Cable Repair and installation.
• Create AD User profiles, apply common GP’s task, password reset.
• Install OS via VMware. Perform Windows Migrations.
• Document and manage ITTS Management.
• Resolved MS Office related issues for Mac and Windows 7.
• Assist with Projector and mic setup when requested by end user. AUX & IP Camera troubleshooting.
• Remote support.
• Perform backup, replace RAID drives and maintain backup system.
• Troubleshoot and resole printer issues.