SUMMARY:

Cisco Certified Network Associate (CCNA) with over ten years’ experience providing Level 2 Desktop and Network Administration support. Currently pursuing my CCNP and looking to secure the position of Cisco Network Engineer, within a company that offers opportunities for professional growth.

COMPUTER SKILLS:

• Extensive knowledge with Routing and switching on Cisco environment.
• Network Security experience configuring and designing ACLs, port security.
• Working Knowledge of Cisco Routers 2600,2900,3600,3700,7200.
• Sound networking knowledge on CCNA & CCNP. (Currently Pursuing CCNP)
• Excellent analytical and trouble - shooting skills.

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows, Mac OS and Linux.

LAN/WAN: Point-to-Point Leased Line, Frame Relay, MPLS.

Analysis: Microsoft Network Monitor, PRTG Network Monitor, Wireshark.

Routing: Default, Static, RIP, EIGRP, OSPF, BGP, IP Multicast, NAT.

Switching: VLAN, VTP, STP, VACL, Ether channel, DHCP, DNS, FHRP, Port Security

EXPERIENCE:

Confidential, Raleigh, NC

Desktop Support / Administrator

Responsibilities:

• Sole point of contact and responsible for all technology and related issues in Americas.
• Working with service call tracking system, Service Now.
• Extensive support of Windows, Mac OS X, and Office 365.
• Perform system imaging and software management, with SCCM and Casper.
• Provided phone, remote, and in person support for Global users.
• Answer, evaluate, and prioritize service requests received via help desk with remote tools, telephone support, and in client facing support.
• Provide timely hardware and software support for both Windows and Mac users to ensure work productivity.
• Effectively resolve customer issues in a timely manner.
• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
• Greet customers and show Confidential ce, under pressure, in dealing with frustrated customers.
• Supervise and train junior level employees and responded to escalated issues.
• Provide hardware and software support/repairs for Apple desktops, laptops, and mobile devices.

Confidential, NYC, NY

Desktop / Network Admin

Responsibilities:

• Working with service call tracking system, Service Now.
• Setup and configure Cisco IP phones and voicemail for new hires.
• Diagnose, troubleshoot and resolve hardware and connectivity issues with Cisco phones.
• Troubleshoot Cisco switch port security and connectivity.
• Create, update, and disable Oracle EBS accounts.
• Creating AD Security and Distro groups.
• Deploying Group Policy
• Troubleshoot Oracle EBS login issues.
• Create, update, and maintain Active Directory and Exchange users and groups.
• Extensive support of Windows, Mac OS X, and Office 365.
• Perform system imaging and software management, with SCCM and Casper.
• Provided phone, remote, and in person support for Global users.
• Answer, evaluate, and prioritize service requests received via help desk with remote tools, telephone support, and in client facing support.
• Provide on boarding and off boarding of user’s accounts via SailPoint.
• Provide timely network, hardware, and software support for Windows and Mac users to ensure work productivity.

Confidential, NYC, NY

Desktop Support

Responsibilities:

• Working with service call tracking system, Service Now.
• Use of analysis tool Wireshark to analyze, monitor, and create reports of network.
• Partnered with help desk peers to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
• Extensive support of Windows 10, Mac OS, Office 365, and Adobe Creative Suite.
• Setup and configure Cisco IP phones and voicemail for new hires.
• Troubleshoot Cisco switch port security and connectivity.
• Mobile Device Support. (iPhones, Androids, iPads. Kindles)
• Provide activation of accounts and maintain security groups in Active Directory.
• Setup new hire equipment and workstations.
• Provide IT orientation for new hires.
• Usage of remote tools for support and package distribution.
• Isolates performance issues to determine cause of malfunctions such as network connectivity, or hardware failure.
• Provide timely network, hardware, and software support for Windows and Mac users to ensure work productivity.
• Perform migrations, new user setups, and d Confidential retention of Windows and Mac OS X workstations.
• Perform system imaging and software management, with SCCM, Casper, and Dell Kace.
• Answer, evaluate, and prioritize service requests received via help desk with remote tools, telephone support, and in client facing support.

Confidential, Newark, NJ

Desktop Level II

Responsibilities:

• Worked with SLA's and service call tracking system, Remedy.
• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
• Partnered with Tier II and Tier III help desk peers based in the US, and India to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions.
• Provide activation of accounts and maintain security groups in Active Directory.
• Isolates performance issues to determine cause of hardware malfunctions such as hard drive, printer, cables or telephone.
• Provide timely network, hardware, and software support for Windows users to ensure work productivity.
• Perform migrations, new user setups, and d Confidential retention of Windows 7 and Windows 8 workstations.
• Perform software management with Microsoft SCCM.
• Support for users in remote offices, VPN support.

Confidential, Rahway, NJ

Remote Support

Responsibilities:

• Networking and wireless configuration for operating systems including Windows, Android, Mac OS X, and iOS.
• Peripherals setups including Game consoles, tablets, printers, and folder sharing.
• Effectively resolve customer issue in a timely manner.
• Ability to work independently, resolving all issues remotely with limited assistance.
• Troubleshoot and repair mobile devices.
• Answer inbound calls and greet customers.
• Determine scope of customer issue in an effective and professional manner.
• Properly document all customer interactions.
• Adhere to quality standards determined by company and client.
• Maintain high level of customer satisfaction with focus on first call resolution.
• Resolve customer requests by investigating problems, developing solutions and recommend additional products and/or services relevant to assessment of the customer needs.

Confidential, Jersey City, NJ

System Admin / Network Admin

Responsibilities:

• Sole point of contact and responsible for all technology and related issues in Americas.
• Ensure authentication between active directory to Mac OS X servers and workstations.
• Design and implement software management tools.
• Setup network home folders and mobile syncing for Mac users.
• Build custom Mac net boot and restore images.
• Perform system imaging and software management with Jamf Casper.
• Setup and configure Cisco IP phones and voicemail for new hires.
• Troubleshoot Cisco switch port security and connectivity.
• Ensure all Mac workstations are completely secure and only accessible by authorized users.
• Showed ability to set up and rep Confidential s and issues with limited assistance.
• Creating AD Security and Distro groups.
• Deploying Group Policy
• Tests and deploy new software, installation, and upgrades.
• Create documentation on the administration and troubleshooting process.

Confidential, NYC, NY

Desktop Level II / Network Admin

Responsibilities:

• Sole point of contact and responsible for all technology and related issues in Americas.
• Ability to work independently, under pressure, setting up and repairing systems and issues with limited assistance.
• Configure settings and e-mail on Blackberry and iPhone devices.
• Setup and configure Cisco IP phones and voicemail for new hires.
• Troubleshoot Cisco switch port security and connectivity.
• Troubleshoot and repair mobile devices.
• Perform system imaging and software management with Jamf Casper.
• Deploying Group Policy
• Use of analysis tool Wireshark to analyze, monitor, and create reports of network.
• Setup and configure Cisco IP phones and voicemail for new hires.
• Troubleshoot Cisco switch port security and connectivity.
• Troubleshot TCP/IP and network connectivity issues
• Full supports for Installation and maintenance of Desktop.
• Provide first-level technical support; assisting users who have network problems.
• Implemented and supported User and group management with well-designed access rights.
• Create, update, and maintain Active Directory and Exchange users and groups.
• Provided phone, remote, and in person support for all users in Americas.
• Answer, evaluate, and prioritize service requests received via help desk with remote tools, telephone support, and in person client facing support.
• Solely maintain constant working hardware and software for a staff of 100+ Mac users.
• Provide basic introductory and computer setups for all new employees.
• Setup and support Exchange e-mail, calendar, and contact syncing between both mobile devices and Mac OS X workstations.
• Responsible for maintenance and upgrades to Client and Server infrastructure.
• Use of analysis tool Wireshark to analyze, monitor, and create reports of network.
• Provide application support and contact software and hardware vendors via phone or online systems to research issues and determine and implement recommended solutions.
• Extensive Mac OS X and iOS support.
• Provided printer support with both network printers and production printers.

Confidential, Freehold, NJ

Responsibilities:

• Provide introductory and computer setups for users and employees.
• Effectively resolve customer issues in a timely manner.
• User on mobile devices, including iPhone’s and iPads.
• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
• Greet customers and show Confidential ce, under pressure, in dealing with frustrated customers.
• Extensive Mac OS X and iOS support.
• Supervised junior level employees and responded to escalated issues.
• Perform maintenance and hardware upgrades/repairs on Apple devices during established maintenance windows.
• Provide hardware and software support/repairs for Apple desktops, laptops, and mobile devices.

Confidential, Ramsey, NJ

Desktop Level II / System Admin

Responsibilities:

• Supervised junior level technicians and responded to escalated help desk issues.
• Main point of contact for all Mac related issues.
• Provided phone, remote, and in person support for multiple clients across various industries, locations, and platforms.
• Deploying Group Policy
• Create, update, and maintain Active Directory and Exchange users and groups.
• Answer, evaluate, and prioritize service requests received via help desk with remote tools, telephone support, and in person client facing support.
• Perform maintenance and software upgrades on servers during established maintenance windows.
• Provided printer support with both network printers and local printers.
• Work closely with VP of Client Technology in planning and implementing information systems to support the network, desktop, and server infrastructure.
• Monitor and respond to all server-related issues from monitoring tools & help desk tickets.
• Provided application support Office and Adobe Creative Suites, ensuring work productivity.
• Provided network and hardware support for Mac and Windows workstations
• Configure settings and Exchange e-mail mobile Blackberry and iPhone devices.
• Use of analysis tool Wireshark to analyze, monitor, and create reports of network.
• Setup and configure Cisco IP phones and voicemail for new hires.
• Troubleshoot Cisco switch port security and connectivity.
• Troubleshot TCP/IP and network connectivity issues
• Full supports for Installation and maintenance of Desktop.
• Provide first-level technical support; assisting users who have network problems.
• Implemented and supported User and group management with well-designed access rights.