SKILLS:

Computer Skills: Well - versed in Microsoft Office Suite 2010; Windows NT/2000/XP/Vista/7; Mac OS X; Solaris 8; RedHat Linux 7.2/8.0, Windows Server, Terminal Server, Active Directory, MS Dynamic CRM, MS Remote Desktop, MS 2008 Small Business Server, MS Sharepoint Server, Redhat Linux Enterprise Linux 6, Redhat Certified Sales Professional, Novell Directory, Ghost, VPN, Citrix, VmWare, VMware ESX Server/Client, ThinSoft-Virtual Machines, VNC, TCP/IP Protocol, Visual Basic, and Eclipse, MS Windows Ultimate, MS Office 2010, Open Office.org, Salesforce CRM Service, /RDTP Client, Knoppix, SUSE Linux, Fedora Core, Ubuntu 10, XAAMP, JOOMLA Web Development, Tether, NETMON, Fonality Sales (VOIP) (CRM), join.me, Team Viewer, Acrobat Pro, Windows Easy File Transfer

Cisco IP Phones: 7961, 7941, 7911, 7914 add-on; Cisco Switches/Routers Catalyst 3500XL,3550,3560,3750G,2900,2960,6513,ASA 5510 5500 Series Adaptive Security Appliances

PROFESSIONAL EXPERIENCE:

Confidential, Boston, MA

IT Consultant/ Field Service Engineer

Responsibilities:

• Travel to remote locations to repair, maintain and troubleshoot Computer equipment.
• Often function as Lead Technician or Project Manager on Projects that would require multiple technicians.
• May perform scheduled maintenance to prevent Computer malfunction.
• Quick and punctual response to repair calls when Servers or Computers fails unexpectedly.
• Often extensive travel to satellite locations, including, Healthcare & Medical Facilities, Data Centers, Retail Locations, factories, power generating stations, and other sites as required by clients.
• Well - developed communications skills to interact with on-site personnel.
• Conduct routine or scheduled inspections using visual cues, computer software programs and diagnostic tools.
• Test components using measuring devices, such as multimeters, to determine whether parts are faulty.
• I.T knowledge enables me to troubleshoot and solve issues, which may be explained in repair manuals or through work orders issued by the company.
• Depending on environment may need to clean, replace or install parts to maintain smooth operation of Servers and Computers.

Confidential, Boston, MA

Desktop Support Lead

Responsibilities:

• Monitor all work orders in the issue tracking system
• Provide initial evaluation, prioritization, categorization and assignment of work orders.
• Monitor and identify any trends in the work orders which may indicate outages or systems issues and escalate to IT Management.
• Maintain the department by ensuring a clean work area and properly participating in opening and closing procedures.
• Ensure that all work orders are acted upon in a timely fashion and that all end users receive appropriate customer service and communication from the IT Technicians assigned to the Work Orders. Perform other duties and tasks as may be assigned.
• Work with the Reporting Team and IT Management to devise reports based on the data within the issue tracking system.
• Review work orders for content, proper routing, first call resolution, problem detection, and timely closure.
• Investigate and introduce process improvement measures and present recommendations for improvement.
• Conduct Customer Satisfaction surveys and make recommendations to IT Management based on survey responses.

Confidential, Braintree, MA

Sales Consultant

Responsibilities:

• Provided networking solutions such as DSL, Fios, File Storage and Virus protection
• Covered assigned accounts promoting products and services
• Produced product quotes to customers as needed
• Followed up with lead managers with customers complete profile information. Calls-to-action, sources and dates
• Won existing clients of Confidential competitors, and won back previous Confidential clients being serviced by competitors

Confidential, Boston, MA

Product and Support Specialist

Responsibilities:

• 2nd Largest amount of transactions in the store
• 75% in Confidential Care Sales
• 65% in Procare Sales
• Translating technical language and explanations into layman's terms
• Developing thorough solutions based on customers' specific needs
• Provided training and support services to the latest generation of Confidential users and customers
• Maintaining and building the Confidential customer base by providing detailed information about present and future Confidential products
• Provided a personalized shopping experience to every customer

Confidential, Boston, MA

Operations Manager/Network Administrator

Responsibilities:

• Implemented and Controlled Windows 2000/Red Hat Linux integrated environment
• Webmaster of Company’s Website
• Accountable for all software and hardware purchasing
• Ensured complete functionality of Internet and applications accessed by users on the server
• Responsible for all decisions that affect the Information Technology Department status, plan and infrastructure

Confidential, Boston, MA

Internship

Responsibilities:

• Supported 500+ users in a Windows 2000 environment
• Assisted Director of Information Technology
• Troubleshoot all laptop/desktop related issues including software and hardware upgrades and software installations
• Responsible for all printer related issues including maintaining toner inventory for over 30 printers
• Installed and Managed the DOCSIS 1.0 network