SUMMARY:

• Highly skilled IT Professional offering vast knowledge of System security at the Desktop, Server and Internet Cloud level.
• Performs installation, configuration, testing, backup, deployment, production analysis and preventive maintenance of new, current hardware and software packages to maintain the maximum up - time, reliability, and security within the enterprise network environment.
• This includes troubleshooting, diagnosing, repairing, maintain and upgrading all workstations, devices, software and peripherals equipment to ensure an optimal Network environment.
• Troubleshoot problem areas via (remote access, service ticketing systems, voice-mail, e-mail or in person) in compliant with the client’s SLA in a timely accurate and proficient manner while providing the end-user with a point of contact for assistance when required.
• Achieve the testing, packaging, deployment, and support of Microsoft Windows and Mac OS, Microsoft Office products, Symantec Management Console, Symantec Endpoint Protection, McAfee Endpoint Protection, McAfee ePolicy Orchestrator, BitLocker Device Encryption and other software packages. Work with the client to detect and troubleshoot issues with Network connectivity issues, Microsoft Productive applications, proprietary software applications, hardware break / fix issues and develop solutions that meet the end user requirements.
• Reports to management to discuss status of various projects and interact with all levels of the organization regarding network and end-user support issues.
• Safeguard the ability of the enterprise network to maintain the workstations connectivity, network printing and working backups of data for full data retrieval through daily backup and recovery procedures.
• Continually striving for excellence by improving existing systems processes by performing in-depth reviews and analysis of the needs of the client and the infrastructure of the network to streamline software patches, updates, deployment and the service ticking system in compliant with the Information Technology Infrastructure Library (ITIL).

TECHNICAL SKILLS:

Operating Systems: Windows 10, Windows 8, Windows 7, Windows Vista, Windows XP, Microsoft Office 365, Windows 2012 Server, Windows 2008 Server, Windows 2003 Server, Windows 2000 Sever, Android, Windows Mobile 6, Windows Mobile 5.0 / CE, Windows 3.1, 95, 98, NT 3.5 NT 4.0 MS DOS, MAC OS 9, OS X, Novell Netware 3, 4, 5 Linux 6.5, 7.1...

Networking: Active Directory, LAN/WAN, DHCP, DNS, SNMP, SCCM, TCP/IP, WINS, LDAP, SMS, VPN, VLAN, ISDN, DSL, T1, Ethernet, Wi-Fi, VPN, RIS, FTP, TFTP, HTML, VoIP, SIP, NAT, UDP, TCP, RTP, DID, MPLS, SLIP, Archserve, NetBackup, Vantage, Bluetooth...

Hardware: Lenovo, Confidential, HP, Compaq, IBM, SUN, Cisco, Edgemarc, Nortel, Building, Upgrading, Installing, Repairing, Maintain, PC Workstation, Laptop, PDA, Blackberry, Android Phone, iPhones, Pocket PC, PC Peripherals, Oscilloscope, Multimeter, Vom, Soldering Iron

Software: Microsoft Office 365, Microsoft Sever 2012, 2008, 2003, 5.x, Microsoft SQL Server, Microsoft Office 2016, 2013/ 2010/ 2007/ 2003/ XP/ 2000/ 98, Microsoft Outlook, Skype for Business, Lync, Communicator, Sametime, IM, BMC Remedy IT Service Management, Remedy for ITSP 4.0, Track-IT, Microsoft Access, DBA, SAP, Symantec Endpoint Protection, McAfee Endpoint Protection, Symantec Management Console, McAfee ePolicy Orchestrator, Backup Exec, Open Solutions OSI, Wits (Wire Transfer System), LeasePlus, Confidential KACE K1000 Management Appliance, OpenVPN, WordPerfect Suite, Lotus Notes, Antivirus, Norton Ghost, Microsoft, FrontPage, PC Anywhere, Remote Access, DameWare, Adobe Photoshop, Macromedia Dreamweaver, Flash, Fireworks, Bata tester

Web: IIS, ASP, Front Page, Microsoft Visual Web Developer 2005, Java, .net, ASP.net...

WORK EXPERIENCE:

Confidential, Princeton, NJ

Responsibilities:

• Perform onsite analysis, diagnosis, and resolution of basic-to-intermediate desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users, as needed
• Support the service goals of Confidential Laboratories toward its agents, employees and public… Support and resolution to services desk problem queue, incoming calls, pages, and e-mails regarding user’s software, PC, devices and network issues.
• Manage PC setup and deployment for new employees using stocked hardware, standard images and additional approved software as requested.
• Troubleshoot install, configure, test, maintain, and monitor end-user workstations and related hardware and software to deliver the required desktop service levels.
• Responsible for refreshing corporate workstations imaging, updating, configuring and deploying of desktops and laptops and migration configuration to Windows 10 Professional
• Creates and reviews support tickets for move, change, install, repair, or remove computers, printers, monitors, or data communications equipment such as modems, cables, and wires
• Ensure timely escalation of customers’ issue by assigning the calls to the appropriate priority target and follow through to resolution.
• Builds, configures, upgrades, and troubleshoots desktop computer systems
• Provides efficient and prompt customer service support to computer users. Instructs end users as necessary in the proper operations of the computer, software and network resources. Proactively checks with end users to insure high level of satisfaction
• Maintain Windows Server Backup, inventory and catalog Backup storage using Symantec Backup Exec.

Help Desk Support Specialist

Confidential, Feasterville, PA

Responsibilities:

• Provide support and resolution to services desk problem queue, incoming calls, pages, and e-mails regarding user’s software, PC, devices and network issues.
• Administer and assist with the on boarding of new users setting up their AD and MS Exchange account. Also manage user access to the network, Intranet, and proprietary applications
• Manage PC setup and deployment for new employees using stocked hardware, standard images and additional approved software as requested.
• Assign users and computer to the proper Organizational Unit (OU) and group in Active Directory (AD).
• Provide remote and or desk side Installations, configurations, troubleshooting, testing and monitoring to resolve systems’ issues on the network.
• Troubleshoot install, configure, test, maintain, and monitor Network, end-user workstations and related hardware and software in order to deliver the required Service Levels Agreement (SLA).
• Resolve problems in the Microsoft Windows Domain environment includes, interfacing with the Confidential KACE K1000 Management Appliance for problem ticket queue, Assets management, Software Distribution and Inventory accounting for the required response of incoming and preexisting issues as per SLA.
• Responsible for refreshing corporate workstations imaging, updating, configuring and deploying of desktops and laptops and migration to Windows 7 / Installed and configured MS Surfaces 3 to Windows 10 Professional.
• Add workstations to domain, Reset passwords, configure accounts using Active Directory (AD) configure VPN and wireless connections and troubleshoot connectivity issues to the business networked resources and shares.
• Maintain inventory of all equipment, software and s.
• Responsible for prompt accurate status and feedback on problems to the customers and management
• Documents problem ticket Support processes, procedures and actions through to the call resolution using Confidential KACE K1000.
• Asist users with installing and setting up MaaS360 on their iPhone or Android devices and in MS Exchange
• Monitor Windows Server and systems performance and capacity to meet service level commitment for security, efficiency and stability.
• Maintain Windows Server backup, inventory and catalog storage using Symantec Backup Exec.
• Modify script for end users Drive Mapping
• Modify and/or rearrange telecommunications systems to accommodate additional services or changes, i.e. call routing, unplanned events, and emergency situations per customers’ request.
• Troubleshoot issues with users’ VoIP services, Portal, Voicemail and Broadview Network Mobility access.
• Prepare and present technical logs to the Chief Information Officer
• Ensure timely escalation of customers’ issue by assigning the calls to the appropriate priority target and follow through to resolution.

Tier 1 Support Technician / Help Desk Support Specialist

Confidential, Philadelphia, PA

Responsibilities:

• Provide technical support to both in-house staff and end-user for all network and applications correct processes
• Provide Telecom and Call Center systems administration, using Broadwork portal interface.
• Perform agent configurations, moves, add and changes (MAC).
• Provided day to day executive co ordination to the top level employees in the company.
• Modify and/or rearrange telecommunications systems to accommodate additional services or changes, i.e. call routing, unplanned events, and emergency situations per customers’ request.
• Assist customers with Microsoft Exchange OWA and Lync/Communicator IM&P logons.
• Ability to conduct research into telecommunication issues and products.
• Ability to work in a team-oriented, collaborative environment.
• Working technical knowledge of current telecommunications practices, protocols, and principles in Call Center environment.
• Troubleshoot issues with users’ VoIP, Voicemail, Portal, and Confidential Mobility access.
• Escalated issues to Tier 2 and followed through to resolution

Help Desk Support Specialist

Confidential

Responsibilities:

• Assisted in building and configuring Windows 7 workstations using Norton Ghost.
• Configured client's login profile on Windows 7 workstations including printer setup.
• Configured Configuration Manager Client on workstation for site management point (SCCM)
• Use System Center Configuration Manager to deploy system images, install software packages and updates
• Contacted and Assisted store managers in remote locations with connecting Windows 7 workstations and swapping out Windows XP PCs using phone support.
• Remote to client Desktop to migrate data from legacy Windows XP PCs to Windows 7 workstations using Remote Desktop and Power Shell scripts.
• Troubleshoot and resolved any connectivity issues involved with the installation of new workstations
• Assisted with the installation, configuring, and troubleshooting of workstations, printers, and any additional peripherals for new workstations and devices.
• Assisted Help Desk with incoming service request and escalated to appropriate department.
• Instructed store managers on procedure for decommissioning the legacy Windows XP workstations. .

Independent Service Technician

Confidential, Philadelphia

Responsibilities:

• Perform on-site analysis, diagnosis and resolution of computer desktops, laptops, printers and other peripherals devices for incoming customers service calls.
• Work with clients to analyze computing and network needs and install appropriate solutions within organizations’ budget.
• Troubleshoot and resolve hardware and software issues escalated from customer support and other department with a very high degree of success
• Install, configure, and maintain electronic devices for systems on sites.
• Install, configure, and troubleshoot printers, PDA, Smart phones and additional peripherals for workstations, laptops, and other devices.
• Install, configure and update Point of Sales equipment for costumers.
• Served as operating system expert, providing technical support for customers as requested
• Recommend and implement corrective solutions when requested.

Desktop Support Tech

Confidential, Camden, NJ

Responsibilities:

• Resolves both PCs Macs and network issues.
• Provides Level II support to Service Desk for PCs, Macs, Network and Peripheral related issues.
• Installs hardware and peripheral components such as monitors, keyboards, printers at user premise
• Remote to user’s workstations to install and configure additional applications and peripherals.
• Loads specific software packages, such as OS, Office in managed environment.
• Instructs users in use of PC hardware, software and manuals.
• Ensures all workstations are in strict compliance with software copyright laws and takes corrective action as necessary.
• Provides technical support for end user inquiries in person or via phone concerning systems operations.
• Provides technical support for client using an Office 365 sub-domain (vanity domain) for Exchange and Share Point online services.
• Performs remedial tasks to correct workstation problems based on knowledge of systems.
• Ensures problem resolution information is updated in ticketing tool.
• Responsible for setting up new employees on time.
• Provides support for all Store Equipment.
• Responsible for hardware decommissioning and the documentation to ensure inventories are up to date.
• Escalates major hardware, software or server issues to SR or Lead Tech and/or Project Manager or forward request to supporting department.
• Responsible for basic Layer II switching, configuration, implementation and support.
• Assists Telco group with diagnosing Telco issues.

Windows Migration Tech

Confidential, Philadelphia, PA

Responsibilities:

• Install and Configure Systems BIOS to use SATA Operation.
• Install and Configure Systems USB 3.0 Express Card.
• Prepare Systems for Refresh Build with USB Staging Flash Drive.
• Perform Windows 7 Pre-Migration Health check.
• Connect Deployment DAD Drive to Sync New Systems for Region i.e. (OpCo. Office Location, Windows Domain, Regional Settings and Keyboard Layout).
• Run IMS Update for User's Workstations Copy and Configure User's PST / OST files to New System.
• Connect to User's Legacy System to Backup Data and Settings.
• Restore User's Data and Settings to New Systems.
• Update and Configure User's Outlook, Browser, VPN and Wi-Fi Connections, Plug-ins and Settings.
• Install and Configure User's Data Encryption.
• Troubleshoot and assisted LAN/WAN group with diagnosing and resolving any network connectivity issues.
• Responsible for prompt accurate status and feedback on issues to the management.
• Documents Systems Information and Desk Side processes, procedures and actions in Confidential CDM Dashboard.
• Prepare Legacy Systems for return Removing Data from System drives using DOD approved method Travels outside the support region to assist in the installation and configuration of equipment for special projects or for other work as requested.
• Receive and respond to services desk problem queue, incoming calls, pages, and e-mails regarding problems with workstations and network issues.
• Provide remote and or desk side testing, troubleshooting and monitoring to resolve systems’ problems and issues on the network.
• Work with clients to analyze computing and network needs and install appropriate solutions within organizations’ budget.
• Troubleshoot and resolve hardware and software issues escalated from customer support and other department with a very high degree of success
• Ensure timely escalation of customers’ issue by assigning the calls to the appropriate priority target and resolution.
• Troubleshoot install, configure, test, maintain, and monitor end-user workstations and related hardware and software in order to deliver the required desktop service levels.
• Responsible for refreshing corporate workstations imaging, updating, configuring and deploying of desktops and laptops and migration to Windows 7.
• Add workstations to domain, Reset passwords, configure accounts using AD (Active Directory) configure VPN and wireless connections and troubleshoot connectivity issues to the business networked resources and shares Perform upgrades and updates to workstations including the installation of CPUs, I/O devices, NIC cards, hard drives, ribbon cables, RAM, memory chips, CD ROMs, etc…
• Resolve problems in the Microsoft Windows Sever environment includes, interfacing with ManageNow problem queue for the required response of incoming and preexisting issues as per SLA.
• Responsible for prompt accurate status and feedback on problems to the customers and management Documents problem ticket Desk Side Support processes, procedures and actions through to the call resolution.

Lead PC Support Tech

Confidential

Responsibilities:

• Received and organize equipment into warehouse for inventory, testing and storage.
• Responsible for de-installing existing legacy equipment and installing the new replacement systems.
• Remove data from disks with DOD approved method.
• Input hardware configurations into AIMS.
• Analyze and prepare systems for configuration and testing or recycling.
• Install Memory upgrades in additional existing Desktop systems on sites.
• Install printers, PDA, Smart phones and additional peripherals to workstations.
• Install, configure and update Point of Sales equipment for Wet Seal Project.
• Configure Lotus SameTime Instant Messenger, Activate Internet Explorer Intranet profile to use Single Sign-on.
• Copy Notes Database settings from legacy PC to new PC Check Data folders and applications for accessibility.
• Check for Network drives mapping and Network shares accessibility.
• Perform on-site analysis, diagnosis and resolution of computer desktop problem for end-users and implement or recommend corrective solutions.
• Perform upgrades to PC including the installation of CPUs, I/O devices, NIC cards, hard drives, ribbon cables, RAM, memory chips, CD ROMs, etc.…
• Repair computer hardware, including desktops and laptops.
• Provide next day support for end users who may encounter issues, resolved or relay any issues that need to be escalated.

Technical Support Specialist

Confidential, Paulsboro, NJ

Responsibilities:

• Perform Preventative Maintenance (PM) and calibration of equipment as required.
• Examine and interpret data logs files to perform test, troubleshoot and resolve equipment malfunctions to assure product performance integrity.
• Read and processes electronic schematics of digital, analog, and mechanical devices to component level.
• Sets up, configures, and supports mail scanner workstations and peripherals to the network.
• Install configure and troubleshoot scanners for mailing systems.
• Maintains all systems, applications, security, and network configurations.
• Troubleshoots workstations performance issues and creates and maintains a disaster recovery plan.
• Diagnosis, Troubleshoot, and Resolve any network connection issues (LAN connectivity)
• Repair computer hardware, including desktops and laptops
• Install upgrades, patches, and new applications and equipment.
• Provides technical support and guidance to end-users. Work with clients to analyze computing and network needs and install appropriate solutions within organizations’ budget.

Lead PC Support Tech

Confidential, Philadelphia, PA

Responsibilities:

• Locate all PCs to be replaced.
• Install Teller/Universal 1 and complete all steps Teller/Universal workstations before any of the other systems at the branch are brought on-line (powered up).
• Troubleshoot and resolve hardware and software issues escalated from customer support and other department with a very high degree of success
• For those new PCs that have MS Office installed verify that Office is installed & that the icons are on the desktop for the use.
• Install, configure, test, maintain, monitor and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Diagnosis, Troubleshoot, and Resolve any network connection issues (LAN connectivity).
• Lead Tech needs to call in to Command Post at intervals to give updates must provide status how many team has completed for Teller PC’s Platform PC’s Universal PC’s Web stations Complete the Site QA Worksheet for each site accurately and completely.
• Call Bridge to report “on-site” technicians when they arrive and report the time for technicians.

Desk Top Support / Help Desk

Confidential, Philadelphia, PA

Responsibilities:

• Coordinate upgrades of computer equipment and software
• Responsible for imaging and configuration of desktops and laptops
• Install, configure, test, maintain, monitor and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels
• Perform on-site analysis, diagnosis and resolution of computer desktop problem for end-users and recommend and implement corrective solutions
• Perform upgrades to PC including the installation of CPUs, I/O devices, NIC cards, hard drives, ribbon cables, RAM, memory chips, CD ROMs, etc.…
• Receive and respond to incoming calls, pages, and e-mails regarding desktop problems
• Log all customer problems and tracks the calls through to resolution
• Responsible for Server and PC hardware troubleshooting, upgrades and installation, including various RAID types, firmware upgrades, BIOS updates, etc.
• Answer to and perform moves, adds and changes (MAC) request as they are submitted by Help Desk
• Accurately document instances of desktop equipment or component failure, repair, installation and removal
• Conduct research on desktop products in support of PC procurement and development efforts
• Resolve problems in Microsoft Windows Sever environment includes, interfacing with Remedy, for ITSP for call management
• Monitor system performance and capacity to meet service level commitment for efficiency and stability Maintain Microsoft Windows Server networking capabilities using TCP/IP and LAN/WAN routing systems
• Provide on-site or remote install, testing, and troubleshooting of systems on the trade floor and network
• FTP updates and documents to clients web site to maintain current site information
• Responsible for prompt accurate status and feedback on problems to customers and management
• Accurately document instances of desktop equipment or component failure, repair, installation and removal

Desk Top Support / Help Desk

Confidential, Philadelphia, PA

Responsibilities:

• Coordinate upgrades of computer equipment and software.
• Coordinate and implement backups of user data and email on desktop.
• Responsible for imaging and configuration of desktops and laptops Installations.
• Configure, test, maintain, monitor and troubleshoot end-user workstations and related hardware and software issues in order to deliver required desktop service levels.
• Perform on-site analysis, diagnosis and resolution of computer desktop problem for end-users and recommend and implement corrective solutions.
• Perform upgrades to PC including the installation of CPUs, I/O devices, NIC cards, hard drives, ribbon cables, RAM, memory chips, CD ROMs, etc.…
• Receive and respond to incoming calls, pages, and e-mails regarding desktop problems.
• Log all customer problems and tracks the calls through to resolution.
• Ensure timely escalation of customer problems by assigning an appropriate priority and resolution target.
• Documents Help Desk processes, procedures and resolution information.
• Responsible for prompt accurate status and feedback on problems to customers and management Answer to and perform moves, adds and changes (MAC) request as they are submitted by Help Desk.
• Accurately document instances of desktop equipment or component failure, repair, installation and removal Conduct research on desktop products in support of PC procurement and development efforts.

Exchange Server / Help Desk

Confidential, Philadelphia, PA

Responsibilities:

• Implement Microsoft Exchange Server software to meet Confidential specific computing need including MS Outlook web access.
• Maintain Microsoft Windows Server applications to maximize utilization of processor and storage resources.
• Administer information security practices for protection of data using knowledge of Active Directory, NDS, and LDAP.
• Installation and functional management of OS and applications which defines Confidential Microsoft computer environment Generate User accounts and passwords and address Network connection issues.
• Perform other duties as assigned/required including “on-call” response to service implementation or restoration issues.
• Resolve problems in Microsoft Windows Sever environment includes, interfacing with Remedy, for ITSP for call management.
• Monitor system performance and capacity to meet service level commitment for efficiency and stability Instruct computer operations, project services and technical support personnel in the use of Server system utilities Maintain Microsoft Windows Server networking capabilities using TCP/IP and LAN/WAN routing systems.
• Work with clients to analyze computing and network needs and install appropriate solutions within organizations’ budget.
• Troubleshoot and resolve hardware and software issues escalated from customer support and other department with a very high degree of success
• Tape management for backups, cycles tape cartridges and identifies general media and hardware issues to include back-up restore.