TECHNICAL SKILLS:

Operating Systems: Windows 95/98, 2000, XP, 7, Windows 2000/2003 R2/2008, Active Directory, Windows Service Packs, O/S Patches, SCCM Group Policy Editor, Print Server 2008

Software: MS - Office XP/2K/03/07/10/13, IE 7-11, BlackBerry Enterprise Server, CA Arch-Serve 2007, MS-Exchange 2007, CA Desktop Mgmt, Citrix, SAP, Lotus Notes, Symantec Endpoint, Ghost Cast Server, McAfee, Trend Micro Office-Scan, AS400, Adobe PDF Creator, Remedy, Track - IT, Clarify, Heat, Team-Track, Pivotal, Checkpoint / ATT VPN, Dam ware, VNC, Remote Desktop, Web-Ex, Ms-Lync, NextGen, Meditech, Midas, Lawson, Kronos, Cisco Jabber, Novell LAN Manager, Lansweeper, Citrix,Rumba

Hardware Desktop/Laptops: Dells, Gateways, HP, Compaq s, IBM s, Micron, Tangent, IBM, Cisco Routers & Dell Wireless Cards, Wireless Access Points, Blackberry Devices, I-Phones & I-Pads, Toshiba, Ricoh Network Printers/Scanners/Copiers, HP, Dell B/W & Color Printers, Xerox Printers/Scanners, Verizon Modem Cards, MI-FI Access Points

PROFESSIONAL EXPERIENCE:

Confidential, Livonia, MI

Client Analyst/Level II/III Support

• Configures and installs software IS users' desktop and laptop computers
• Installs new computer hardware (desktop, laptop, I-phone, printer, etc.) at users' locations
• Provides desk-side end-user Tier 2 support and problem troubleshooting for complex issues for both hardware and desktop software and works with vendors to resolve Tier 3 issues
• Provides consultation to IS users for all aspects of end-user computing and desktop-based LAN systems software
• Responsible for documenting solutions to problems, trouble-shooting techniques and developing end-user guidelines. Recommends changes based upon history and experience
• Assists with roll-out of new I upgraded desktop software packages
• Participates in the testing and evaluation of new desktop packages and implements prototypes
• Assists with ongoing documentation and management of desktop systems
• Supports mobile workforce
• Helps end-users learn to use software, feel comfortable working in a computing environment and encourage positive communication with technical staff
• Performs routine desktop and office network maintenance tasks
• Troubleshoots network problems including desktop loss of connection, internet connection problems, etc.
• Assists in physical moves of computer equipment
• Escalates issues as appropriate when troubleshooting yields no results and I or based upon severity of issue (ex. virus outbreak)
• Participates in coaching and mentoring others in their work efforts
• Demonstrates a commitment to excellence in Customer Service with all internal and external customers of Mercy Health System and Trinity Information Services
• Consistently enforces the critical importance of supporting patient care
• Actively supports decisions once they are made
• Performs duties in a self-direct manner with minimal supervision or direction
• Ensures that routine and priority tasks are completed with established departmental time frames
• Sets priorities and manages time to achieve maximum productivity
• Responsible for an Active Directory inclusive of over 400 desktop PCs and network printers
• Responsible for installation and configuration of Windows XP Pro and Windows 7
• Responsible for installation and configuration of NextGen EMR (Fat client and citrix)
• Remotely configure and fix PC problems using Microsoft SMS Administrator, Remote Desktop Connection and DameWare, Lansweeper, Cisco Jabber
• Troubleshoot, repair and maintain IBM compatible PC's and laptops
• Address new hardware and software requests
• Image HP laptop and desktops using Ghost images
• Create and Support New bootable USB keys for troubleshooting purposes
• Support Blackberry and IPhone devices
• Removal of Virus and Spyware infections
• Troubleshoot Outlook issues on client side
• Data recovery from drives that have failed
• Configure network printers and install printers on print server
• Assist clients with network connectivity
• Assist clients with network mapping of printers
• Assist clients with VPN access
• Manage computer OU's within Active Directory
• Manage Windows update deployment via SCCM
• Develop and deploy new Group Policies
• Assist other techs with issues in AD & GPO

Confidential, Whitehall, PA

Desktop Analyst/Level II/III Support

• Support Windows 2000/2003/2008 Server /AD Administration/Blackberry Server 5.0/MS- Exchange 2007/CA Desktop Management Suite
• Performed daily network backups & file restorations for users, using CA Arch-Serve 2007.
• Active Directory creates user accounts, setup group policies on laptops & desktops, create/ move objects in the organizational unit structure
• Disable & Enable user accounts and set/reset passwords.
• Setup file user access to specific drives & folders, creating & adding users to specific group distribution lists
• Provided remote & desktop support, which included hardware/software installations upgrades, performance optimization, along with the installation of O/S patches and service packs.
• Monitor/Troubleshoot Networking closet patch panel, HP Switches, Cisco Routers
• Install/Configure/Troubleshoot HP Thin Clients Remote Desktop Connections
• Install /Configure VPN /Soft Tokens/Certificates on Laptops to allow remote access to the network.
• Install/Configure Air card communication devices, being used for remote access.
• Troubleshoot wireless network and network print queues
• Install/Troubleshoot Microsoft Office XP, 2003, 2007, 2010
• Install/ Configure, Blackberry, I-Phone & I-Pad devices for use with MS Outlook.
• Setup/Troubleshoot Toshiba & Ricoh scanners
• Provide support on VPN, Blackberry, I-Phones & I-Pads
• Install/Configure HP/Dell Laptops & Desktops & Printers
• Setup/ Troubleshoot users Mittel IP Phones & AS 400
• Ticket tracking system was called Pivotal(web based software from Europe)
• Training users, assisting new hires in desktop roles
• Team player, worked successfully with team members at all levels of the organization and work independently with minimal direction when necessary

Confidential, Bala Cynwrd, PA

Desktop Support Analyst

• Provide technical support remotely to agency users nation-wide on desktops, laptops, printers, scanners and Guardian proprietary software.
• Provide desktop support to corporate users on desktops, laptops, printers & scanners.
• Provided support on VPN/Blackberry issues
• Installed & Configured HP/Dell Laptops & Desktops & Printers
• Installations of service packs and software updates. Provided Virus, Spy ware and Ad ware detection and removal services.
• Ticket tracking system to login issues was Track-IT.

Confidential, Bethlehem, PA

Tier 2 Desktop Support Analyst

• Provide technical support remotely to agency users nation-wide on desktops, laptops, printers, scanners and Guardian proprietary software.
• Provide desktop support to corporate users on desktops, laptops, printers & scanners.
• Provided support on VPN/Blackberry issues
• Installed & Configured HP/Dell Laptops & Desktops & Printers
• Migrating O/S Deployments Windows 2K/XP/7
• Training users, assisting new hires in desktop roles
• Installations of service packs and software updates. Provided Virus, Spy ware and Ad ware detection and removal services.
• Responsible for various hardware/software, disaster recovery projects to assist the client are more efficient & prepared for natural disasters.
• Installation/configuration of Blackberry devices for use with IBM Lotus Notes.
• Installation/troubleshoot Microsoft office 2003 applications
• Ticket tracking software initially with Clarify then migrated to Team Track software to administer first and second level support.
• The Environment presented high paced, high profile clients had to provide swift on-site, remote support and pressured deployment projects
• Team player, worked successfully with team members at all levels of the organization and work independently with minimal direction when necessary.

Confidential, Blue Bell, PA

Desktop Support Analyst

• Provide corporate technical support to over two-thousand desktops, laptops, Telecommunication and corporate workstation Information Technology peripherals.
• Provide desktop support to corporate users on desktops, laptops, printers & scanners.
• Configurations, deployments and installations of Desktops, Laptops & Printers
• Installation/troubleshoot Microsoft Office XP applications
• Provide quality assurance testing and work as a team player providing suggestions.
• Provided support on Citrix/VPN/Blackberry issues
• Provided Virus, Spy ware and Ad ware detection and removal services.
• Software installations upgrades, performance optimization, along with the installation of O/S patches and service packs.
• Installation and configuration of Blackberry devices for use with MS Outlook.
• Ticket tracking software to monitor issues was Track- IT
• Active Directory Support enabling/disabling accounts, password resets
• Team player, worked successfully with team members at all levels of the organization as well as to be able to work independently with minimal direction when necessary

Confidential , Malvern, PA

LAN Administration Support

• Provided Desktop Support on Desktops, Laptops & Printers
• Managed hardware inventory and equipment databases, and submitted monthly reports.
• Installed & Configured HP Desktops, Laptops & Printers
• Installation and configuration of Blackberry devices for use with IBM Lotus Notes.
• Installations of service packs and software updates. Provided Virus, Spy ware and Ad ware detection and removal services.

Confidential , Malvern, PA

PC Deployment Technician

• Installed and configured desktop, Blackberries, PDA’s, HP hardware and software.
• Managed Active Directory user password and access requests, including creating machine names using Win2K, WinXP name generators
• Logging tickets using Clarify software
• Logging all desktop & laptops in PC Database Inventory Software
• Installation and configuration of Laptops for use with MS Outlook.

Confidential, Philadelphia Tri State Area, PA

Installation Field Service Technician

• Installed and configured airport equipment desktop, laptops, routers, hardware and software.
• Worked on airport equipment including luggage printers, terminals, and Nortel products.

Confidential, Plymouth Meeting, PA

• Migrating Desktops and Laptops from WIN95, 98, W2K to WINXP
• Conducting quality assurance tests on machines
• Install Configure Window 2000 Software HP Compaq machines
• Setup Hardware upgrades such as Network Card, Hard Drives, & Memory on Desktops & Laptops. Used Ghosting imaging tools to deploy equipment
• Site surveys on locations existing hardware infrastructure including desktops, laptops, printers, servers, routers, switches, modems, RJ 11 & RJ 45 jacks, patch panels and power outlets. Inventory & decommission all assets

Confidential, Bethlehem, PA

Installation Technician

• Install & Configured new PC based technology for radiologists and medical technicians
• Provided documentation and reporting metrics, and administered weekly corporate backups on Unix Server.
• Provided Desktop Support on PC medical hardware and software equipment.

Confidential, Stroudsburg. PA

Desktop Support Specialist

• First & Second Level support for 600 users
• Install, configure hardware/software for multiple Windows platforms 95, 98, 2K & XP.
• Troubleshooting HP Printers, Scanners, Network Connectivity and Email issues.
• Monitor backups, Create & Manage accounts via Active Directory
• Monitor tickets via Track - IT software, conducted quality assurance tests on machines & Inventory all assets

Confidential, Merion, PA

Help Desk Analyst

• Administered hardware and software issues for all corporate desktop & software.
• Resolved network connectivity, LAN/WAN issues and escalated support issues.

Confidential, Bethlehem, PA

Hardware & Software IT Specialist

• Managed IT support issues related to LAN/WAN desktop issues.
• Responsible for System Administration, upgrades & backups on exchange server
• Ordered and managed IT inventory.

Confidential, Stamford, CT

Information Systems Software & Hardware Coordinator

• Managed IT support issues related to LAN/WAN, and provided technical support to sales.
• Administered server and back-up for corporate Microsoft Exchange server.
• Responsible for ordering and shipping assets to sales offices.

Confidential, New York, NY

Desktop Support Specialist

• Performed Y2K testing and fixing the company’s computers.
• Provided Desktop support on a Novell LAN.

Confidential, New York, NY

Technical Trainer

• Performed classroom training for CompTIA A+ Microsoft Windows core module.
• Performed classroom training for Introduction to Windows 95/98/NT and Microsoft Office.

Confidential, New York, NY

Data Security Specialist

• Administered corporate wide employee security and access database, provided reporting.
• Performed operational risk management functions and Y2K testing on TV/VCR database.