SUMMARY:

Detail - oriented senior IT support specialist with 22 years of desktop support and network administration experience. A driven and self-motivated team leader with strong problem-solving skills. Proficient record keeping, reporting and problem escalation skills. Effective at completing tasks with minimal supervision. Reliable and accurate while working with deadlines in stressful environments. Proficient with MS Word and Excel, create reports and analyze data graphs and pivot tables. PC Imaging and deployment of Windows OS, desktop devices, asset and Inventory management. Seeking opportunities to lead and supervise technicians, deploy equipment and produce results in a fast-paced environment.

TECHNICAL SKILLS:

Microsoft Windows 10 Migration / deployment: Computer science knowledge

Computer hardware & software knowledge: Technological installation & repair

Knowledge of standard networking protocols: Operating systems Windows 7/10

Microsoft Office Suite/Office 365: Maintaining servers, routers, and PCs

Complex problem analysis and resolution: Certified Vivotek Video Camera Product Expert

Team Leader: Outstanding people skills

Strong attention to detail: Analytical and critical thinking

Communication skills: Oral comprehension

Software Installation: Patience and Time Management

Customer service: Self-starter

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

Deployment Tech Lead

• Windows 10 migration equipment upgrades
• Develop deployment strategy and lead and supervise a team of 5 technicians
• Replace existing Dell Docking Stations with the newer D6000 Docking Stations
• Complete Dell Soft Skills Certification Training
• Provide post deployment support
• Set up “Hot Desking” environments
• Confirm network connectivity and display configurations

Confidential, Wilmington, DE

Windows 10 Migration Tech

• Setup and Deployment of new Windows 10 “Hot Desking” environments.
• Wiring, Adjustments, Commissioning of Roughly 670 desks, 670 monitor arms, 1300 monitors, 670 integrated 4k HDMI hubs, and network cables and 1300 extra power supplies.

Confidential, Philadelphia, PA

Support Specialist

• Windows 10 Migration Lead
• Previous experience migrating operating systems from Windows XP, 7 to Windows 10.
• Experience supporting Windows 7, 8, & 10 (user profiles, registry, drivers).
• Mobile device support experience.
• Help Desk support - tracking, resolving, and supporting end user issues.
• Basic knowledge of virtualization such as VMware.
• Experience troubleshooting and resolving end user connectivity related issues.
• Active Directory administration experience adding/removing/modifying users, groups, etc.
• Working knowledge and understanding of firewall and VPN technologies.
• Implement, maintain and administer Ethernet and wireless local area network services.
• Analyze and troubleshoot technical network and computer-related problems.
• Applied IT industry-standard best practices to minimize customer downtime and cost.
• IP Camera and CCTV DVR Monitoring system Installation, configuration, and maintenance.
• Virtual desktop support, two-way screen sharing remote control and diagnostics support.
• Plan and implement network hardware/software, configuration changes and upgrades.
• Conduct training classes of adults ranging from 1-20 students on computer skills.
• Anti-virus, network security, disaster recovery and data migration support.

Confidential, Bala Cynwyd, PA

Computer Consultant

• Provide technical support to end-users throughout the United States via telephone and Virtual desktop software i.e. Bomgar, Netmeeting and Pc Anywhere.
• Support of issues ranging from complex database design projects to simple copy/paste operations and mail merges.
• Research, implement and document solutions to resolve undocumented application issues.
• Troubleshoot application usage, driver conflicts and system files.
• Wrote technical documentation accessible to end users.
• Provide remote computer hardware, smart phone, wireless network and printer support.
• Trained personnel on in-house applications and procedures.

Confidential, Princeton, NJ

Senior Desktop Support Technician

• Worked independently providing technical support to the Princeton office staff.
• Collaborated with New York and Michigan offices desktop support technicians to plan, develop and implement support of the New York and Michigan staff.
• Effectively communicated with IT staff and upper management to ensure complete care of customers.
• Answer, evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software and other computer-related technologies.
• Installation, maintenance, and security of desktop operating systems, print sharing, Authentication/Security issues and industry standard, "off the shelf "and proprietary software applications.
• Used FrontRange Solutions' "HEAT” software, to maintain help desk records and related problem documentation.
• Configure and troubleshoot Windows desktop settings, Blue screens and Registry.
• Contact software and hardware vendors to request service regarding defective products.
• Worked closely with the Windows administrators to test, install and maintain personal computers, software and peripheral equipment.
• Wrote software and hardware evaluations and recommendations for management review.
• Trained users on software and hardware on-site and recommend outside contractors to provide training.

Confidential, Princeton, NJ

Tier II Desktop Support Technician

• Worked independently providing support to University administration and faculty.
• Support Win 2000 and Win XP in a Windows 2000 domain.
• Installation, maintenance, and security of operating systems and industry standard or proprietary software applications.
• User data transfer/migrations, computer moves and deployments.
• Utilize a university developed web based application to monitor and accept end user Help desk support calls.
• Log and annotate progress of support actions.
• Monitor inquiries and escalate problem tickets to appropriate vendor or support teams for repairs.
• Network troubleshooting, print sharing, and authentication/security issues.
• Configure and troubleshoot customized Windows desktop workstations.
• Troubleshoot blue screens & editing the Windows registry.

Confidential, West Point, PA

Tier II Desktop Support Technician

• Troubleshoot problems and determine best resolution to minimize customer downtime and cost while maintaining corporate standards.
• IBM, Compaq, Dell, Sony, Toshiba, Gateway, and Hewlett Packard Desktop PC's and Notebooks.
• Utilized Vantive to monitor and accept end user help desk support calls.
• Log and annotate progress of support actions.
• Monitor inquiries and escalate problem tickets to appropriate IT technician, vendor or support teams.
• Support client and core applications.
• Evaluate and resolve computer problems application usage, resolving driver conflicts, configuring system files.
• Used Veritas WinInstall, Microsoft's SMS installer and NetMeeting remote control.
• Troubleshoot problems install applications and administer client updates.
• Support developers using Microsoft SMS Installer, Windows Installer, Wise Installer, Install Shield and Veritas WinInstall 6.5..
• Distribute software and updates via installation package (.MSI) files.
• Used Symantec's Ghost to image and refresh client and development PC's.
• Analyze the development and testing environments' effect on the desktop.
• Communicate with other support teams and provide internal support for other IT staff.

Confidential, Wilmington, DE

Tier II Desktop Support Technician

• Analyze problems to minimize customer downtime and cost while maintaining corporate standards.
• Utilized Vantive and Tivoli Expert Adviser to monitor and accept end-user help desk support calls.
• Log and annotate progress of support actions.
• Monitor inquiries and escalate problem tickets to appropriate network admin or software vendor.
• Support client and core applications.
• Evaluate and resolve computer problems involving application usage, driver conflicts and system file configuration.
• Troubleshoot problems install applications and administered client updates using Microsoft's SMS installer and NetMeeting.
• Troubleshoot install and update package files created Microsoft SMS Installer and Veritas WinInstall 6.5.
• Used Norton's Ghost to image and refresh client and development PC's.
• Provided training to new employees and internal/external clients on technical issues and procedures.
• Analyzed the development and testing environment effect on the desktop.
• Support Windows95 (VISTA) core client and core applications.
• Communicate with and provided internal support for other technical staff.
• Remote sales force SecurID and Remote Access training.
• Tier II Windows 2000 (TOPAZ) core client pilot, Point of contact for Windows 2000 and Office 2000 applications.
• Tier II Lead support analyst for Windows 2000 migration to remote Sales Force, Dallas, TX, and Chicago, Il.

Confidential, Trenton, NJ

Network Administrator / Desktop Support Technician

• Add/Remove user accounts, assign permissions, use Remote Access Services, PC imaging, printing, software distribution, technical design, Exchange migration, and disaster recovery.
• Developed and implemented the client's core image.
• The client core image consisted of: Windows 98, Office97, Adobe Acrobat Reader and Adobe Photoshop.
• Project lead for the Windows95 to Windows98 Migration.
• Project lead for the Outlook98 rollouts.
• Upgrade and repair IBM clone workstations.

Confidential, Bala Cynwyd, PA

Computer Consultant

• Provide technical support to end-users throughout the United States via Telephone and remote access software.
• Troubleshoot application usage, driver conflicts and system files.
• Operating system, communication hardware, email and fax application support.
• Research, implement and document solutions to resolve undocumented application issues.
• Trained peers on the functions of various, software, hardware and operating systems.
• Support of issues ranging from complex database design projects to simple copy/paste operations and mail merges.
• Research, implement and document solutions to resolve undocumented application issues.