SUMMARY:

• Troubleshooting Customer Service Installations/Configurations
• Highly educated, dynamic IT Professional with experience providing top - level customer service coupled with strong technical knowledge gained while working as a Support Specialist.
• High expertise in the support of network systems to drive company growth and technical innovation.
• Strong project management skills, with proven ability to direct large-scale development and support initiatives.
• Proficient in determining system requirements and resolving technical issues quickly.
• Skilled in providing effective leadership in fast-paced, deadline driven environments.
• Promoted to positions of increasing authority and responsibility.
• Able to lead and motivate teams.

• Experienced troubleshooting and resolving issues with complex hardware, software and networking problems
• Proficient in determining system requirements and resolving technical issues quickly
• Excellent communication skills proven by the ability to lead and interact with people from diverse backgrounds
• Proactively acquire specialization in specific products to provide an additional level of support to customers/clients
• Strong knowledge of hardware installations, configurations and replacements with expert knowledge of software installation, configuration and support
• Skilled at providing technical support and explaining technical terms/instructions in layman’s terms that non-technical customers can easily understand

CORE COMPETENCIES:

• Deskside Support
• Network Administration
• LAN/WAN
• System Maintenance
• Network Enhancement
• Troubleshooting
• Customer Service
• Hardware Support
• Deployment

TECHNICAL SKILLS:

• Project time, quality, human resource, communications and risk management
• Strategic planning for technical infrastructure
• Disaster recovery planning and testing, high-availability clusters and disaster-tolerant SAN storage architectures
• Microsoft Windows 7/8, Active Directory, Microsoft SQL Server 2000/2008, Microsoft Exchange 2003/2007/2010/2013 , MS Terminal Services, IIS.
• 24x7 operations and monitoring: Nable
• Microsoft Office products: Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Project, Microsoft Access, Microsoft InfoPath, Microsoft Publisher, Microsoft SharePoint Designer, Microsoft Visio
• Microsoft Dynamics NAV (formerly Navision)
• ProSeries, QuickBooks, Power Designer, ProSystemsFX, GreatPlains
• Hyper-V, VMWare vSphere, VMware Data Recovery, VMware Workstation
• Nable, FirePlotter
• Integration of distributed networks (VPN bridges, VPN gateways, MPLS)
• IP WAN addressing and route plans and implementation
• Firewalls, Proxies, Virtual Private Networks (VPN), Intrusion Detection, traffic filtering

PROFESSIONAL EXPERIENCE:

Confidential, PA

Helpdesk 2/Desk-side Support

Responsibilities:

• Ensure quick and successful problem resolution by traveling onsite for desk-side support and by phone and email for users in a healthcare environment
• Increase end user efficiency by providing software installation and application support
• Document troubleshooting steps taken and provide information to 3rd level support when needed
• Increase overall productivity by managing, administering and troubleshooting client data and voice networks, Windows servers and peripherals, desktops, laptops, displays, printers, multi-function devices, smart phones, network and VoIP phone equipment
• Daily prioritizing of issues and scheduling day appropriately to meet SLAs
• Daily use of ServicePro for ticketing, MobiControl for Apple product management, McAfee EPO server, DameWare for remote device control.

Confidential, Struthers, OH

Network Administration/Helpdesk

Responsibilities:

• Increase overall productivity by managing, administering and troubleshooting client data and voice networks, Windows servers and peripherals, desktops, laptops, displays, printers, multi-function devices, smart phones, network and VoIP phone equipment
• Analyze technical needs and install, configure, monitor and maintain end-user workstations, PC hardware, software, and network devices such as network printers, Fortinet routers, Netgear switches, wireless access points
• Proactively mitigate security threats by deploying antivirus solution across the network
• Closed more than 1000 helpdesk tickets involving more than 50 unique applications
• Greatly increased end user productivity by decreasing down time by more than 30%
• Chosen to train and mentor new employees with corporate infrastructure and helped build their expertise in how to use the core systems within the field
• Improve stability and performance of clients systems and networks
• Meet company objectives in managing more than 10 support calls per day under strict time constraints
• Provide Tier 1 and 2 help desk troubleshooting assistance, using ConnectWise software for ticket logging
• Maintain excellent work relationships with vendors and manage group policies

Confidential, Youngstown, OH

IT Assistant

Responsibilities:

• Provided exceptional customer service while upgrading and installing software on new and existing PCs for central and remote offices
• Connected PCs, and installed printers and copiers to network to increase corporate efficiency
• Greatly increased end user productivity by solving network and software issues for staff
• Provided a high level client support for computer and laptop end-users
• Edited and built content, links and structure of new website before launch to increase traffic and revenue

Confidential, PA

Accounting Intern

Responsibilities:

• Provided exceptional customer service while preparing income tax returns for individual, self-employed, corporate, fiduciary, military and clergy clients
• Spoke directly with clients, businesses and IRS to help settle tax issues and disputes in a professional manner; corresponded with IRS and states regarding client tax notices
• Consulted with clients on tax strategies and advised against potential tax liabilities
• Collaborated with clients’ financial planners regarding mutual funds and stocks to ensure all regulations were met
• Created tax projections for fiduciary clients to aid in their planning decisions
• Established a trusting relationship with clients while preparing their tax returns
• Efficiently interviewed clients to get a thorough picture of their financial situations
• Accurately reviewed clients’ financial records such as income statements and documentation of expenditures to strategically uncover clients' potential deductions and credits
• Proactively researched federal, state and local taxation regulations and issues to maintain proficiency in tax law