CORE SKILLS:

• Strong Technical Supervisory skills
• Strong ability to learn on the fly.
• Ability to “hit the ground running” in any IT environment.
• Ability to handle small or large projects from planning to execution.
• Strong adherence to IT policy and guidelines.
• Excellent end user communication skills.
• Strong troubleshooting skills
• Team - oriented and Self-motivated ability to prioritize task execution
• Strong written and verbal communication skills
• Proprietary software: Automotive, Health Care, Insurance and
• Helpdesk, Desktop support
• Webmaster
• IT Compliance Auditing, Inventory asset management
• Hardware Support for Dell, HP, IBM, Toshiba, MS Surface, Lenovo
• Full Break-Fix Hardware support, motherboards, hard drive, memory, and fan replacement
• Cisco products
• Messaging
• Remote access,
• Desktop and Laptop imaging
• Ticket Resolution
• Application deployment
• IT Asset Management
• PC and Laptop Encryption
• Videoconference
• Encryption recovery
• Email support
• Teleconference
• Printer Repair
• Proprietary software: SubaruFast
• Agile, Red Prairie, Siebel Automotive, Xelus, Oracle R12 and DiscoverPlus-R12
• BI Publisher Desktop
• WebEx, Adobe Connect, Cisco TelePresence
• Cisco Call Center Software: Unified WFO Monitoring and Recording, Agent Desktop, Superior Desktop and Jabber
• SQL Nav. 6.5 and 7.1
• Oracle Client 11.2 and 12c
• Office 365 (cloud)
• SharePoint
• XVUE, WebEx, Gotoassist, PCAnywhere, BMC and RDP for remote support
• Symantec PXE, Norton Ghost, Dell X-image, Sysprep for system imaging
• Service Now, Service Desk for Ticket Resolution
• SMS, BMC, Altiris for Application deployment
• BMC client management, Altiris Deployment Solution, BMC Remedy for IT Asset Management.
• SolarWinds
• RSA SecureID
• Symantec Endpoint Encryption, SecureDoc for PC and Laptop Encryption
• Office/OneDrive 2003- 2016
• Encompass360
• SAMS
• Secure CRT
• Windows OS from XP though 10

EXPERIENCE:

Confidential, Cherry Hill, NJ

Senior Support Analyst

Responsibilities:

• Teleconference, Videoconference, WebEx presentations support.
• Installation and troubleshooting for proprietary automotive software Subarufast.
• Provide new user with complete equipment setup, computer, desk phone, network printers
• Active Directory users and group administration.
• Jabra and Jabber setup and configuration setup.
• Remote troubleshooting and repair via XVUE and WebEx.
• Hardware installation and troubleshooting for PC’s and laptops desktop printers, scanners, and label writers.
• Desktop and Laptop imaging and configuration via Symantec PXE.
• Windows 10 OS troubleshooting, repair, full system rebuilds, data backup and migration, end user OS migration from 7 to Win 10
• Lite MAC OS support,
• Outlook 2003-2016 e-mail troubleshooting, installation, and configuration issues, WebEx Productivity Tools. RiskMaster, Loop-up and TeamConnect
• OneDrive installation and troubleshooting
• Altiris client management administration.
• RSA SecureID client setup and administration.
• Check Point VPN setup and administration.
• Symantec Endpoint Protection setup and support
• Software installation and troubleshooting for standard business systems
• Network and desktop printer and scanner setup and configuration.
• Configure devices for VPN, Midi Wi-Fi, and wireless network connections
• Setup and configuring of virtual desktops.
• Symantec Endpoint Encryption error troubleshooting, boot errors).
• IT Compliance Auditing, Inventory asset management
• Complete setup of hardware (out of box) imaging, application deployment and configuration. Joining devices to the network domain, and deploying to user

Confidential, Philadelphia, PA

Senior Desktop Support

Responsibilities:

• Manage time and task assignments for technical consultants
• Project Management for Migrations, Deployments and 3 party vendor scheduling
• Provide Support for tri-State Sales, General offices (3 locations)
• Teleconference, Videoconference, WebEx presentations support.
• Installation and troubleshooting for proprietary software.
• Active Directory users and group administration.
• Microsoft Lync, Skype for business setup and administration
• Remote troubleshooting and repair via Gotoassist.
• Provide new users with complete equipment setup, computer, desk phone, network printers
• Hardware installation and troubleshooting for PC’s and laptops.
• PXE Desktop and Laptop imaging and configuration.
• Windows OS troubleshooting, repair, full system rebuilds, data backup and migration
• Windows OS migration from 7/8/8.1 to Win 10
• Macintosh OS X up to Yosemite, NYL proprietary software install and encryption via SecureDoc and File Vault, data backup and migration
• Outlook 2003-2013 e-mail troubleshooting, installation, and configuration issues, WebEx Productivity Tools.
• BMC client management administration.
• RSA SecureID client setup and administration.
• VPN setup and administration.
• Symantec Endpoint Protection.
• Possess strong knowledge in Cisco Video Technologies, TelePresence
• Software installation and troubleshooting for standard business systems
• Network printer setup and configuration.
• On-site hardware and software support for presentations, WebEx
• Configure devices for DSL, Cable, and wireless network connections
• Setup and configuring of virtual desktops.
• SecureDoc encryption and error troubleshooting, boot errors).
• IT Compliance Auditing, Inventory asset management for the Tri-State offices
• Join devices to the network domain.

Confidential, Wilmington, DE

Desktop Support Analyst

Responsibilities:

• Supported teleconference, videoconference, and WebEx
• Setup and support of Tandberg and video conferences.
• Administer and manage network accounts via Active Server roles and Microsoft Exchange 5.5
• Lead Tech for Windows 7 and Office 2010 deployment performed PC data backup and migration.
• Administration of BES server, device activation and management, Active, upgrade and distribute blackberry wireless RIMs and software package integrate & synchronize with Outlook e-mail Server, troubleshooting via Blackberry Desktop Manager, and Let Me in (desktop and smart phone manger) installation, and configuration issues.
• Performed desktop management of assets via Altiris Web Administration.
• Printer Switch change via E-Room.
• Cisco IP Phones setup and configure via Cisco IP Communicator.
• Documentation and inventory control via I-Manage (desksite)
• Configure devices for Dial up, VPN, DSL, Cable, and wireless network connections
• Create and install Standardized images via Altiris.
• Setup and configure equipment and software for Live Note (live court transcriber feed).
• Join devices to the Network Domain via Active Directory roles, create new user profiles and edit existing user Profiles.
• Support for remote access via Leap and Cisco VPN solutions.

Confidential, Camden, NJ

Field Technician

Responsibilities:

• Setup, maintenance, and support of video conferencing equipment.
• Administer and manage network accounts via Active Directory 2003 and Microsoft Exchange 5.5
• Lead Tech for RFS system (special request via VIP’s or Dept. heads) provided a technical liaison for small and large it projects including new offices hardware deployments, network/electrical wiring coordinating, drop placement, hardware deployment and implementation, and scheduling for on-site and off-site efforts.
• Worked directly with engineers on process and procedures, testing and refining of process. Also providing updates and documentation of remedies and resolutions in the RFS Management System.
• Performed troubleshooting, repair, and replacement of PC units Dell E-Series Laptops in WOW and COW mobile carts
• Provided tier 2 support and repairs (battery and controller board replacements) for WOW and COW mobile carts
• Trouble shooting, repair, and replacement of Cow bell (nurse call bells).
• Trouble shooting, repair, and replacement of Patient call bell.
• Develop and document new work processes (SOP) or process improvements
• Train customers and develop solutions to complex computing problems with client
• Administration of BES server, user account creation and management, Install, upgrade and distribute blackberry wireless RIMs and software package integrate & synchronize with Outlook e-mail Server, troubleshooting Blackberry Desktop Manager, installation, and configuration issues.
• Activation, vendor supported troubleshooting, and distribution of in-house Pagers and 2 way devices.
• Configure PDA and Mobile devices for inferred & Bluetooth services (printing, beaming etc.).
• Configure PC’s, Laptops and Mobile devices for Dial up, VPN, DSL, Cable, and wireless network connections.
• Create and install Standardized images (Ghosting) on new and existing PC’s via Norton Ghost.
• Add critical updates and patches to PC’s and Servers via Patch Link.
• Join PC’s to the Network Domain via Active Directory, create new user profiles and edit existing user Profiles.
• Troubleshooting and replacement of Kronos Clocks.
• Configure network printers and peripheral devices grant rights and privileges.
• Install and relocate desktop computers including all printers, components, and peripherals.
• Support of all laptops and remote access solutions.
• Provide technical support for integrated technologies project (PC hosting third party hardware)

Confidential, Camden, NJ

IT /Network Manager

Responsibilities:

• Supervise Deployment, Configuration, and setup of work station computer-lab, and 2003 Servers.
• Conducting Windows XP & Office 2003 upgrades at both the workstation and server level in the user environment and testing multiple applications to ensure compatibility with the XP operating system and Service Pack 2 updates.
• Supervise 10 tech deployment team in off-site deployment /migration efforts
• Development, testing and implementation of Windows XP desktop images on standard Dell workstation platforms and laptops
• Write and execute our Sop’s whitepaper documents for configuration and deployment procedures.
• To provide departmental management with the choice of different levels of PC security for individual PC’s within their respective departments via group policy management and group rights selections.
• Prepare Upgraded System Images for multiple platform installations via WinXP Sysprep, Norton Ghost 8.0 for deployment to field testers and Helpdesk Technicians.
• Design, Prepare & Implement WinXP Service Pack II & Office 2003 Service Pack I upgrade for deployment via SMS.
• Provide network administrative and desktop user support.
• Prep new and legacy computer systems for data migration via Norton Ghost Deployment Software.
• Create/Add Computer, New User and Group accounts in Active Directory
• Add/ Remove/Update Network Group Policies to user and computer accounts
• Provide desk side helpdesk services on various technical supports issued to onsite and remote users.

Confidential, King of Prussia, PA

Desktop Analyst

Responsibilities:

• Provided training/supervision to new consultants
• Worked onsite in San Francisco office testing and refining process, working with engineers on scripts and procedures
• Trained with Dell X-Image Certified Deployment specialist.
• Prepare new hardware & software systems for upgrade and image refresh on Dell Desktop and Laptop systems.
• Prep new and legacy computer systems for data migration via Dell X - Image Deployment Software.
• Performed Hardware security encryption via PGP Encryption software.
• Create/Add Computer, New User and Group accounts in Active Directory
• Add/ Remove/Update Network Group Policies to user and computer accounts
• Push software programs and patch update via SMS & DSM
• Install, configure and maintain Blackberry phones to local desktop systems.
• Move Blackberry Phones from old server to new BlackBerry Enterprise Server (BES)
• Provide desk side helpdesk services on various technical supports issued to onsite and remote users.
• Setup and support of Tandberg and video conferences.

Confidential, Philadelphia, PA

Senior Desktop Support Team Lead

Responsibilities:

• Supervise 10 Tech deployment team in off-site deployment /migration efforts.
• Worked directly with engineers on scripts and procedures, testing and refining process on the front end Input, track, update and record resolutions in the Remedy Ticket Management System.
• Perform team project coordination meetings and provide reports, evaluation and feedback.
• Lead bi-weekly team meetings and produce a summary report to team and supervisor
• Develop and document new work processes (SOP) or process improvements.
• Train customers and develop solutions to complex computing problems with client.
• Trouble shoot Blackberry Desktop Manager, installation, and configuration issues.
• Install, upgrade and distribute wireless RIMs and software package integrate & synchronize with Outlook e-mail Server.
• Configure PDA and Mobile devices for inferred & Bluetooth services (printing, beaming etc.).
• Configure PC’s, Laptops and Mobile devices for Dial up, VPN, DSL, Cable, and wireless network connections.
• Create and install Standardized images (Ghosting) on new and existing PC’s.
• Add critical updates and patches to PC’s and Servers via Microsoft SMS Security.
• Join PC’s to the Network Domain, create new user profiles and add existing user Profiles.
• Configure network printers and peripheral devices grant rights and privileges.
• Install and relocate desktop computers including all printers, components, and peripherals.
• Support of all laptops and remote access solutions.
• Configure laptop devices for VPN and RAS access through secure firewalls and ports.

Confidential, Philadelphia, PA

Senior Desktop Support Team Lead

Responsibilities:

• Administer and Manage network accounts via Active Directory 2003 and Microsoft Exchange 2003 & 5.5.
• Input, track, update and record resolutions in the Helpdesk Ticket Management System.
• Perform team project coordination meetings and provide reports, evaluation and feedback.
• Supervise four-man deployment teams in off-site deployment /migration efforts.
• Develop and document new work processes (SOP) or process improvements.
• Working closely with engineers from the field to refine scripts and deployment process.
• Troubleshoot Blackberry Desktop Manager, installation, and configuration issues.
• Install, upgrade and distribute wireless RIMs and software package integrate & synchronize with Outlook e-mail Server.
• Configure PDA and Mobile devices for inferred & Bluetooth services (printing, beaming etc.).
• Configure PC’s, Laptops and Mobile devices for Dial up, VPN, DSL, Cable, and wireless network connections.
• Create and install Standardized images (Ghosting) on new and existing PC’s.
• Add critical updates and patches to PC’s and Servers via Microsoft SMS Security.
• Join PC’s to the Network Domain, create new user profiles and add existing user Profiles.
• Manage security privileges and access rights to respective groups and files.
• Configure network printers and peripheral devices grant rights and privileges.
• Install and relocate desktop computers including all printers, components, and peripherals.
• Support of all laptops and remote access solutions.
• Configure laptop devices for VPN and RAS access through secure firewalls and ports.
• Setup and support of Tandberg and video conferences.

Confidential, Philadelphia, PA

Helpdesk Technical

Responsibilities:

• Provide telephone and desk side support application and break/fix support to in office and off site users.
• Maintain user accounts, logon password, share and group rights as well as VPN and RAS connections.
• 100% phone support for HP POS registers running Win XP.
• Support Windows 9x, 2000, NT and XP Platforms.
• Monitoring and control of daily service call activity, ticket generation in Seibel v7.5 and Remedy Reporting tools.
• Hardware/software troubleshooting and installations for 1900 + stores.

Confidential, Egg Harbor, NJ

Webmaster/ Desktop Technical Support Specialist

Responsibilities:

• System Migration- Upgrade, install, update, hardware and software on various types of desktop, notebook, PALM and Blackberry (Hand Held devices) from the Legacy Win95/ Office97/ Lotus Notes 4.5 environment to the new Win2000/ Office 2000/ Outlook environment.
• Respond to daily trouble tickets as well as, maintain stable and effective workstations by performing crash prevention task, running, deploying and monitoring system tools, and troubleshooting for fixes and resolutions in corrupted workstations.
• Maintain local connections from PC to the LAN as well as Printer setup and configuration.
• Assist the Desktop Administrator for the Rockville office site in various application software support i.e. MS Outlook email, MS Office 97.
• Design and construction of web pages/sites.
• Implementing new guidelines, and security protocols.
• Create new standard web template for all project and departments.
• Design and construct flash content.
• Work closely with all dept web administrators to bring them into conformity with web standards.
• Provide advance web practices for all dept web administrators.