OBJECTIVE:

To obtain a position as a Support Specialist in a technically challenging environment

PROFILE:

A reliable detail - oriented leader who combines excellent analytical and problem-solving skills with friendly customer service. Along with a diversified background in Information Technology formed by over twelve years of experience in technical support, telecommunications and networking with leading technology companies.

TECHNICAL SUMMARY:

Skills: SCCM, Numara Deploy It, LogMeIn rescue, GoToMyPC, WebEx Administrator. Microsoft Printer Management, Konica, Canon, Xerox, and Hewlett Packard Printers. Global Protect VPN and Cisco Concentrator. Microsoft SCCM 2012, SCUP, Windows 2012 server, Windows 2008 server, Windows 10, Windows 8.1, Windows 7, Windows XP, Microsoft Active Directory, DNS, DHCP administration. Microsoft Exchange Server administration, Microsoft Office Support from Office XP up to and including MS Office 2016. Cisco Meraki Switches, Dell Switches. Arc Serve IT, Mac OS, IOS, Android, Equitrac (Follow-Me Print) Server, Bit Locker, Checkpoint Encryption, Mobile Iron, IBM MaaS, SNOW

PROFESSIONAL EXPERIENCE:

Confidential, Fort Washington, PA

IT Support Analyst

Responsibilities:

• End User Support for various drug programs
• Create and Maintain technical documentation used in both training for end-users and IT staff
• Provide print server and “Follow-Me Printing” administration
• Active Directory administration some include: User\Group creations and terms, Security
• Exchange Server user, shared mailbox and distribution list creations
• Telephony Support QMS and Touch Point related Phone Issues
• Computer and Laptop Setups, Deployments and Moves
• Manage and Support Audio Visual and V.I.P. Presentations

Confidential, Horsham, PA

Solution Center Manager

Responsibilities:

• Worked 3rd level Technical Support for many escalated Help Desk tickets
• Created technical documentation for both end-users as well as other IT staff
• Managed Seven, 2nd level Solution Center Representatives
• Provided Enterprise Level Printer Support and administration of “Follow-Me Printing” technology
• Instrumental in moving from, and to, a new CRM system
• Created reports using Metrics to present to the Chief Information Officer
• Basic switch administration (Open Ports, NAC ports, and Change VLANs on ports)

Confidential, Horsham, PA

Desktop Engineer / Network Administrator

Responsibilities:

• Supported a variety of Printer Makes and Models as well as administered several Print Servers in a complex print environment
• Worked any escalated Help Desk tickets and some 3rd level type tickets as well
• Worked with the server team on any projects they required me to assist with
• Responsible for many Desk-side visits at the home office
• Created technical documentation for both end-users as well as other IT staff
• Worked on technical Laptop and Desktop issues both in person and remotely
• Visited several field offices for to help with a variety of technical issues

Confidential, Exton, PA

Systems Engineer

Responsibilities:

• Supported approximately 50 PC’s, Laptops and Macs as well as 10 Windows Servers
• Administered M-Daemon mail-server on a Microsoft 2008 platform
• Telecomm administrator using Thinking Phone Network VoIP virtual PBX
• Responsible for all Deskside and Network related issues
• Created technical documentation for both end users and other IT staff
• Migrated entire company from Merlin \ Magix PBX to a Virtual VoIP system
• Worked basic NetSuite tickets to resolution

Confidential, Horsham, PA

Deskside Engineer

Responsibilities:

• Created, Tested and Deployed software install packages on an enterprise level
• Tested and Pushed Microsoft and 3rd Party updates every month to all workstations using SCCM and SCUP
• Troubleshot and corrected Microsoft SCCM related issues
• Created Several Group Policies for server team to deploy
• Created technical documentation for both end users and other IT staff
• Migrated entire company from Merlin \ Magix PBX to a Virtual VoIP system
• Worked basic NetSuite tickets to resolution
• Supported 1st level Help Desk Representatives
• Worked tickets escalated by Help Desk to resolution
• Managed Printers for both Headquarters and Remote offices
• Created documentation for both end users and other IT staff

Confidential, Oaks, PA

Network Administrator

Responsibilities:

• Created a formalized Help Desk Including setting up a ticketing System using Numara Track IT, as well as a call Center and formalized procedures to better support 245 end-users. Prior to this there wasn’t any tracking of Help Desk cases
• Worked with Fortinet (Fortigate) Firewalls, including 800, 60C, 50B, and 30C models
• Setup and Monitor both Symantec Endpoint Protection 12 as well as Symantec Backup Exec
• Created all Microsoft Active Directory Group Policies
• Was responsible for 60 Servers, Including updating, upgrading hardware and software
• Managed and supported Wyse Terminals in the production area

Confidential, Wilmington, DE

IS&T Supervisor

Responsibilities:

• Supervised and Mentored 3 direct reports
• Provided 2nd level technical support for Help Desk representatives
• Responsible for lowering Help Desk call volumes by 32%
• Created Crystal Reports® and spreadsheets of all metrics
• Responsible for training IT staff on specific applications or processes
• Defined processes for the Information Technology department

Confidential, Devon, PA

Helpdesk Site Manager

Responsibilities:

• Provided 2nd and 3rd level technical support for Help Desk and Desk side representatives
• Managed 12 direct reports who consulted for General Electric
• Defined and monitored Help Desk metrics as well as ensure the Service Level Agreement (SLA) was met
• Processed and submitted payroll as well as invoice General Electric for consultant services
• Supported and maintained a Definity® PBX, Octel 50 & 100 voicemail systems, as well as Call Accounting and Avaya CMS system
• Developed, maintained, documented and resolved all issues related to call vectoring, call processing and announcements

Confidential, Newtown Square, PA

Helpdesk

Responsibilities:

• Administered a Windows NT 4.0/Novell 4.11 domain as well as Exchange 5.5 Server
• Troubleshot and resolved network-related issues
• Created documentation for both end-users and network staff, including installation procedures, how-to documents, and inventory control
• Created images using Alteris
• Administered SAP, included creating user accounts, setting up printers and unlocking accounts.