CAREER SUMMARY:

IT professional with proven expertise in supporting - and optimizing performance of- workstations, peripherals, operating systems, network, systems, hardware, and software; including installation, configuration, and preventative maintenance. Resolved network connectivity issues. Provided service-focused technical support-both remote and onsite- to achieve effective troubleshooting, effective resolution of issues, and maximum customer satisfaction. Completed projects on schedule. Exceptional communication skills. Able to quickly grasp and adapt to new concepts, technologies, and environments.

TECHNICAL SKILLS:

Software: Microsoft Office 2000/2003/2007/2010/2013 , 2016 and Office 365; Microsoft Project, Visio, Symantec (Anti-Virus, Encryption), Imaging Software (Ghost, SCCM, PXE & Drive Image); Partition Magic, Checkpoint, Remote Access (Bomgar, Kaseya & VNC), Ticketing System ( Remedy, Jira, ConnectWise, GroupWise), Net Meeting, Web-X, Active Directory, Confidential - (Crystal Reports 10 & SQL), Platinum, Razors Edge & Financial, Lotus-Notes, Asset Tag Management,.

Hardware/Special Systems: Preventative Maintenance Desktop-Tower, Laptop, Printers, Scanners, Smart (Apple/Android) Phones, & Cisco Switches.

Operating Systems/Server: Windows 95/98/NT/2000/XP Pro, Windows 7 Pro, Windows 10; Novell Netware 5.0-5.1, Linux- (Gentoo & RedHat), SCCM, PXE.

Network/Protocols: FTP, TCP/IP, VPN, SAP, Putty, Telnet, NetBEUI, NetBIOS, Network Installation, Barracuda (Exchange/E-mail), Outlook 2000, 2010, & Novell GroupWise 5.5 &6.0 (E-mail).

Networking: Windows 2000/2003/2008/2012 Server; Network (Configuration, Support, Management, Security & Testing), SonicWall, Cisco Switches, LAN Desk, WAN Desk, Proxy Server, VMware.

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Technician

Responsibilities:

• Answers, evaluates and prioritizes incoming telephone, voicemail, e-mail and in-person assistance requests from users experiencing problems with hardware, software, and other computer-related technologies.
• Installs and supports personal computers, software, network phones and peripheral equipment.
• Supports and installs telephone networking, hardware and software.
• Maintains security of company pertaining to cameras, DVR equipment and card access.
• CR Software Platinum end user support

Confidential

Desktop/Network Support Technical Administrator

Responsibilities:

• Configures and Images Windows 7 and Windows 8.1 and Windows 10 computers.
• Installs and supports Exchange, Microsoft Office 2010, 2013 and Office 365
• Troubleshoots and resolves issues for Smart Technology and Promethean Board /Interactive Projectors (Epson and Confidential ).
• Sets up Apple iPad and installs apps” from App Store/ using Apple Configurator.
• Resolves issues with Connect Wise Ticketing System
• Uses Confidential -Kace and Confidential Migration Tool for imaging pc laptops with scripts
• Supports PowerSchool, Blackboard and Genesis Portals

Confidential

Associate Technical Support Analyst

Responsibilities:

• Provides technical support via telephone and internet based inquiries from customers and partners regarding Confidential products.
• Analyzes problems within software applications and provides solutions to customers’ questions following Confidential Development and Support quality processes, standards and tool sets.
• Maintains log of problems analysis of steps including creation and review of reusable solutions, which are then posted to Confidential ’s website for global reuse by customers and partners.

Confidential

Desktop/Network Support Technical Administrator

Responsibilities:

• Configures and Images Windows 7 and Windows 8.1.
• Installs and supports Office 2010 and 2013
• Troubleshoots and resolves issues for Smart Technology and Promethean Board /Interactive Projectors (Epson and Confidential ).
• Sets up Apple IPADs and installs “APPS” from APPS Store/ Using configurator.
• Resolves issues with Connect Wise Ticketing System
• Uses Confidential -Kace for imaging PC/Laptops with scripts
• Supports PowerSchool and Genesis Portals
• Completed Chromebook and I Pad Projects

Confidential

Desktop Support Analyst

Responsibilities:

• Deploys computers from XP and Similar to Windows 7 operating system for migration project using SCCM, Active Directory and PXE.
• Tests and configures systems for appropriate functioning and troubleshoots for any errors found
• Sets up desktops/Peripherals
• Completes all documentation of installation including Quality Assurance Sheets, warranties etc.

Confidential

Computer Technician

Responsibilities:

• Responsible for installing and configuring hardware on HP computer Systems.
• Repairs, Troubleshoots and replaces hardware, including memory, drives, mother boards and other peripherals.
• Configures new HP systems with scripts for user application

Confidential

PC Refresh / Desktop Technician

Responsibilities:

• Evaluated, designed, built, and tested desktop and laptop hardware and software images for Confidential Desktop (7010) and Confidential Latitude Laptop (6430).
• Responsible for installing and supporting Network,(SQL Server 2008 VPN and SMS/SSWS) software and hardware to configure various PC’s.
• Performs miscellaneous technical and administrative tasks in support of the LAN or PC environment.

Confidential

Deployment Technician

Responsibilities:

• Windows 7 and Fuji Scanner deployments for the following counties: Gloucester, Burlington, Mercer, Essex and Middlesex.

Confidential

Technical Support Representative

Responsibilities:

• Transferred Electronic Medical Records (EMR) from 500 CDs on to the hospital’s data base.
• Deployment of OptiPlex 790 SFF with Windows 7 Professional image.

Confidential

Associate Technical Services Specialist

Responsibilities:

• Installed, maintained, troubleshot, and repaired computer workstations and peripherals.
• Documented resolution through call tracking software, meeting service level commitments.
• Fulfill routine Information Technology Service Requests (ITSR).

Confidential

Technical Support Representative

Responsibilities:

• Provided first and Second level Technical Support, problem analysis and resolution, general technical assistance, and training to system users.
• Performed technical problem solving and assistance for various software applications and hardware systems.
• Installed, maintained, and repaired computer network communication devices, cables, computer hardware and their associated components to ensure maximum operating efficiency.

Confidential

Desktop Imaging/Technology Technician

Responsibilities:

• Evaluated, designed, built, and tested desktop and laptop images for Confidential and Confidential Latitude.
• Responsible for the rollout and implementation of desktop images.
• Administered the latest desktop image solutions including Ghost, Windows, and LANDesk.
• Responsible for daily operational technical support of desktop technology.
• Perform user management, project work, and process improvement advocacy as they pertain to desktop solutions.

Confidential

Computer Technician

Responsibilities:

• Project updating HP Elite Book- 8460p Notebooks
• Removed (generic) smart card reader assembly and updated with current smart card assembly.
• Disassembling and reassembling of 2000 notebooks after installing specific updated hardware.

Confidential

Technical Analyst/Network Administrator Specialist

Responsibilities:

• Upgraded, repaired and maintained computer hardware and software for Windows 2000 / XP- Pro (SP-3)/ Widows 8.1, based PC'S in classroom/lab areas as well as administering HP Laser printers via HP Desk-Jet.
• Administered e-mail /personal profile accounts as well as printers on a LAN based platform. Responsible for providing first and second level LAN support for all PC users in a Windows 9x/XP environment

Confidential

Account Engineer Manager

Responsibilities:

• Performed monthly audits of system/server functionality.
• Coordinated the training of nursing/staff and information systems services to ensure that there is a high level of support, satisfaction and engagement within the system.
• In coordination with the GWN team, maintained the information and equipment (procurement) for Confidential Computers for Virtua Health System.
• Covered after-hour calls one week every month for Virtua in accordance with the on-call schedule and respond to Level one/two issues utilizing ISDN protocol.
• Provided direct management of three GWN Account Technicians.
• Supported patients, hospital staff, and GWN associates in basic use and support of the PLS system and televisions; provided on-site troubleshooting hardware/ server maintenance (routers, switches and modems) as required within the timeframe of the Service Level Agreement (SLA).
• Facilitated and performed appropriate system and server maintenance.
• Maintained inventory and provide or facilitate timely repair of components, logging all RMA equipment on a Hardware Inventory form on Shared Drive w/date shipped.
• Supported the integration of the GWN system into the patient care process.
• Assisted with TV and system implementation as needed/requested