SUMMARY:

• Technology solutions driver experienced in delivering all aspects of technical consulting and solutions development via customer needs analysis, pre - sales assessment, call-center supervision and technical sales support, strategy planning, client services and migration, and multi-location system/application support.
• Top performer in identifying technical customer-specific needs/requirements, delivering product/service recommendations, presenting technical solutions to showcase functionality, and providing all aspects of technical support.
• Out-of-box thinker adept in working with technical stakeholders in driving the design, delivery and support of solutions that address customer needs.

EXPERTISE AREA:

• IT/Systems Support
• Technology Rollout
• IT Project Management
• Audio/Video Conferencing
• Office 365 Migration
• Technology Architecture
• Disaster Recovery/Back-Up
• Performance Optimization
• System Integration
• Call Center Tech. Support
• LAN/WAN & Wi-Fi
• Network/Systems Security

TECHNICAL SKILLS:

Operating Systems: Win 7, Win 10, Win XP, Windows Server 2012/2008/2003 , Mac OS X, iOS

Software: Office365, Canvas, Redcap, Poll Anywhere, Bluejeans, Ceryx, Box, Exchange, SharePoint, Word, Excel, Power Point, Outlook, SkyKick, Skype for Business, Intune Microsoft Corporate Portal, SCCM, Exchange 2013

Hardware: Dell\HP\ workstations, Routers, Switches, Thin Clients, Apple, Lenovo, Cisco, Nortel Mobile Devices BlackBerry, iPad, iPhones, Windows and Android devices

Protocols: TCPIP/SSL/IPSEC, DHCP, DNS, DNSLOOKUP, UDP, FTP, ARP, SMTP, Kerberos

Help Desk Call Tracking: Café, Remedy, ManageNow, ServiceNow, Kace, Athena

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

CONTRACTOR

Responsibilities:

• Implemented mobile security (Microsoft Company Portal) for iOS and Android devices for O365.
• Documented Mac OS O365 email configuration for Mac Mail and Outlook for Mac.
• Upgraded workstations and laptops to Office 2016 and Skype for Business using SCCM
• Set permissions for shared calendars, distribution lists andAD accounts.
• Taught how to set Inbox rules, self-manage distribution lists, use new mobile tools.
• Setup kiosk stations at various locations for setup assistance, user, and device repair.

Confidential, Philadelphia, PA

CLOUD DESK MIGRATION AGENT

Responsibilities:

• Facilitate the and mentoring of co-workers in applications, processes and procedures.
• Administer and taught Office 365 administration to teams, business owners and stakeholders.
• Manage Tier 1 support interactions using Remedy for escalation of support issues to Tier 2/3; utilize SalesForce CRM and Remedy ticketing and notes system.
• Manage DNS configuration, troubleshooting and implementation; address and resolve complex computer issues and communicate solutions to customers.

Confidential, Philadelphia, PA

CONTRACTOR

Responsibilities:

• Conducted Audio/Visual conference room and classroom set-up and via Bluejeans, WebEx, GoToMeeting, and Skype services.
• Administered Active Directory, Office365, Security Groups, Distribution Lists, Ceryx, CareVoyant; installed and configured devices on Windows, OS X, iOS, Android, Chrome platforms.

Confidential, Philadelphia, PA

CONSULTANT

Responsibilities:

• Installed and configured Apple, Microsoft Windows 2003, 2007, 2010 Server Active Directory solutions and Exchange 2013
• Designed and installed computer and information systems, conducted computer management services, and performed software installation and d Confidential recovery
• Set-up wireless secured networks for POS, file, print and proprietary software sharing, as well as offsite backup and disaster recovery solutions.
• Conducted the set-up of wired and wireless networking for small businesses.
• Provided liaison services for customized software development initiatives and e-commerce websites.
• Administered Exchange 2007, 20010 and 2013 Server, Symantec Backup Exec, and Anti-Virus for NT and Exchange.

Confidential, Philadelphia, PA

IT PROJECT ASSISTANT

Responsibilities:

• Led the testing, installation and implementation of Filebound/Kofax electronic document imaging system.
• Created interactive PDF forms and workflow to replace antiquated handwritten forms.
• Assessed department processes in order to analyze deficiencies and devise automated solutions to replace manual processes; identified solutions to increase efficiency and effectiveness.
• Analyzed, created and reported on project implementation plans to minimize risk to network availability.
• Produced and presented a memorial video to the entire staff and board of directors.
• Managed the rollout of new hardware and software, to include 80 desktop and 80 laptop computers and the deployment of Apple iPhones; facilitated all aspects of end user and support.
• Developed processes and procedures for the user and troubleshooting of equipment and software; MS Windows, MS Office and Outlook/Outlook web access, VPN, form submission, etc.

Confidential, Newtown, PA

SUPPORT & INTEGRATION DIRECTOR/ENGINEER

Responsibilities:

• Researched, negotiated and purchased computer units, printers, products and services.
• Installed and configured SugarCRM to track customers, and support both calls and sales opportunities.
• Managed email, FTP, HTTP, VPN, and online office phone and fax services for company.
• Implemented initiatives to ensure the highest uptime; identified and maintained optimal resource levels.
• Educated staff and customers on products, features, technical, and process improvements.
• Traveled to and provided technical set-up of trade shows and customer storefronts.
• Conducted classes to educate staff and customers in how to merchandise and sell products.

Confidential, Philadelphia, PA

INTERNET/MESSAGING MANAGER

Responsibilities:

• Delivered and configured Symantec/Axent Raptor Enterprise Firewall and Nortel VPN solutions.
• Set-up and supported email connections between Lotus Notes, AS/400, and Exchange
• Provided professional technical support for 2,500 users; migrated Novell servers to Windows NT.