COMPUTER SKILLS:

Hardware: Install, repair and maintain computer hardware and peripheral equipment Diagnose and resolve technical problems using customer service techniques Use electronic test equipment & diagnostic software to troubleshoot system faults Safely disassemble and reassemble a computer system

Software: Image, Installed and configure the Microsoft Windows operating systems - Windows 7 DeploymentsWindows NT, Windows 2000 Professional, Windows XP Professional, Windows Vista, Windows 95/98, Windows 3.1, DOS 6.0 - 6.22, Microsoft Word 2000, 2003, 2007, Microsoft Outlook, Microsoft Excel, Microsoft Power Point, Unix, Lotus Notes, Lotus Notes Domino Administrator, Blackberry, Blackberry Device Manager, Blackberry Desktop Manager, Sametime Connect, Quickplace, Gold Mine, Trackit, Merckury, NewScale Request Center, Documentum, Extensity, Peoplesoft, Ghost, Ariba, Avaya CMS Supervisor, Avaya IP Agent, ELN, MIDAS, LIMS, CALM, CTMS, CTS Suite, CTS Data Management, NWAES / DEOIS,, Chemdraw Pro, Chemstation, Spider, Carat, ISIS, Spotfire, Easyone NDD Spirometer, Rosetta Resolver, NuGenesis SDMS, CASS COSS, Citrix

Point of Sale: Positouch, Restaurant Magic, RMS, Aloha, Hyperterminal, PC AnyWhere, Netmeeting, VNC, HTML, Windows NT, Windows 2000 Professional, Windows XP Professional, Windows 9x MS Office 2000, Adaware, Spybot, Highjackthis, Lantastic. CheckPoint, IPass, RSA ACE Server, SAP, Cisco VPN Client, Access Manager, Quest Active Roles Server, WinXP Remote Assistance, PRSInstall and configure NT Server and NT Workstation, Configure and manage network printing Manage user and group accounts, Perform server back up and restore procedures Performance monitoring and optimization, Implement system and resource optimization LAN/WAN Architectures Install and configure NIC cards, Design and implement Ethernet and Token UTP, STP, Coaxial and Fiber Optic cabling, Ring topologies, TCP/IP, IPX/SPX MSIE, 4.0 5.0 & 6.0, Confidential x-86 Architectures, SCSI/IDE Interfaces, Mac, Apple

WORK EXPERIENCE:

Confidential, Malvern, PA

Tradefloor / Executive Support

Responsibilities:

• Responsible for Hardware/Software support issues for the Confidential Trade Floor and VIP Executives.
• Quickly and effectively diagnose and resolve issues related to PCs/ Laptops, mobile devices (iPhones, iPads, 2 - in-1 laptops), application software, telecommunication issues and potentially local network issues.
• Diagnose and triage customer inquiries requiring in-depth knowledge of Hardware and Software functionality.
• Analyze problems with software application errors to recommend or take corrective action via remote connection.
• Assists staff with the installation, configuration, and ongoing usability of DesktopComputers, peripheral equipment and software within established standards and guidelines.
• Connect Remotely for Software installation and configuration upgrades.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Deploy Windows 7 and Interact with numerous computer platforms in a multi-layered client server environment.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Handling the DSS department's shipping, receiving and asset tracking
• Performing initial triage on IT support requests, and dispatching / assigning incidents to peers on the support team, when the issues cannot be immediately resolved; entering maintaining/ and auditing the information entered into our incident reporting system for each support request

Confidential, Newtown Square, PA

Desktop Support Specialist

Responsibilities:

• Responsible for responding to Hardware and Software support issues from Applevac employees
• Responsible for dispatching trouble tickets and work orders to Confidential Desk side Team
• The Executive Support Analyst - Responsible for the overall technology needs of executives with roles that are essential to the day-to-day operations of the VIP clients at Confidential
• Diagnose and triage customer inquiries requiring in-depth knowledge of Hardware and Software functionality
• Analyze problems with software application errors to recommend or take corrective action via remote connection.
• Connect Remotely for Software installation and configuration upgrades
• Works with vendor contacts to resolve technical problems with desktop computing equipment and software Interact with numerous computer platforms in a multi-layered client server environment.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Handling the DSS department's shipping, receiving and asset tracking
• Performing initial triage on IT support requests, and dispatching /assigning incidents to peers on the support team, when the issues cannot be immediately resolved; entering maintaining/ and auditing the information entered into our incident reporting system for each support request

Confidential, Malvern, PA

LAN Admin - Desktop Support Specialist

Responsibilities:

• Responsible for responding to Hardware and Software support issues from Confidential employees
• Diagnose and triage customer inquiries requiring in-depth knowledge of Hardware and Software functionality.
• Analyze problems with software application errors to recommend or take corrective action via remote connection.
• Assists staff with the installation, configuration, and ongoing usability of Desktop Computers, peripheral equipment and software within established standards and guidelines.
• Connect Remotely for Software installation and configuration upgrades.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Deploy Windows 7 and Interact with numerous computer platforms in a multi-layered client server environment.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Handling the DSS department's shipping, receiving and asset tracking
• Performing initial triage on IT support requests, and dispatching / assigning incidents to peers on the support team, when the issues cannot be immediately resolved; entering maintaining/ and auditing the information entered into our incident reporting system for each support request

Confidential, Bluebell, PA

Distributive Desktop Support Specialist

Responsibilities:

• Responsible for responding to Hardware and Software support issues from Confidential employees
• Diagnose and triage customer inquiries requiring in-depth knowledge of Hardware and Software functionality.
• Analyze problems with software application errors to recommend or take corrective action via remote connection.
• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Connect Remotely for Software installation and configuration upgrades.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Interact with numerous computer platforms in a multi-layered client server environment.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Handling the DSS department's shipping, receiving and asset tracking
• Performing initial triage on IT support requests, and dispatching / assigning incidents to peers on the support team, when the issues cannot be immediately resolved; entering maintaining/ and auditing the information entered into our incident reporting system for each support request

Confidential, Malvern, PA

Analyst / Product Support Representative

Responsibilities:

• Responsible for responding to product application support questions from customers regarding the company’s software and hardware on a prescription high volume replenishment system. Detailed knowledge of application processes and functions including online ordering and fulfillment.
• Diagnose and triage customer inquiries requiring in-depth knowledge of application functionality.
• Analyze problems with software applications to identify problem area(s). Review logs and system files for errors to recommend or take corrective action via remote connection.
• Recommends solutions to customer application questions. May utilize specialized domain expertise related to the specific application of the software to resolve customer problems.
• Connect Remotely for Software installation and configuration upgrades on McKesson Automated Pharmacy Systems.

Confidential, West Point, PA

Medical Research Laboratories’ Analyst / Team Lead

Responsibilities:

• Monitor MRL Confidential team through ACD and CMS (Call management system) to ensure the MRL Confidential Team resolves case in a timely manner and meets our SLA (Service Level Agreements)
• New Employee Training / Mentoring assisting developing documentation on processes and guiding employee through on-boarding process.
• Providing Second level Application Support for Medical Research Laboratories’ at Confidential.
• Answer incoming calls pertaining to Medical Research Laboratories’ Pharma Applications. Supporting ELN, MIDAS, LIMS, CALM, CTMS, CTS, CTS Data Management, NWAES / DEOIS, Chemdraw Pro, Chemstation, Spider, Carat, ISIS and various web based and Confidential specific applications.
• Answered helpdesk phones for Confidential Internal and External Customers.
• Resolving user problems and documented solutions in Merckury Call tracking system.

Confidential, Philadelphia, PA

Business Communications Specialist

Responsibilities:

• Monitor Global Virtual Office queue pertaining to Broadband, VPN, Access Manager and Citrix access portal.
• Manage and support Lotus Notes accounts.
• Manage and support Blackberry accounts
• Support Quickplace, Webex, Blackberry and Sametime.
• Assist Desktop Support technicians with Lotus Notes Client installs.
• Providing second level Global Security support for Confidential & Confidential .
• Create, modify and delete Active Directory accounts.
• Password resets for domain admin across platforms (CRM, UNIX, NT and AS/400).
• Create, modify and delete NT groups.
• Share folder access and Account Moves.
• Create, modify and delete Lotus Notes ID’s and Mailing Lists.
• Responsible for Security Audits in SAP system.
• Maintain Global Login Repository.
• Create Unix accounts.
• Create AS/400 accounts.
• Create, modify and delete SAP accounts.
• Assisted in the Knowledge Management database upgrade Project
• Assisted in the Newscale Request Center implementation and testing Project (Helpdesk ticketing software)
• New Employee Training / Mentoring

Confidential, Blue Bell, PA

Help desk 2 analyst

Responsibilities:

• Providing Help Desk support for Confidential supporting hardware and software for Confidential Employees Globally.
• Answer incoming calls pertaining to hardware and software MS Office, Outlook, Documentum and remote connectivity and VPN issues involving Confidential
• Answered helpdesk phones, resolving user problems and documented solutions in Mercury Call tracking system.