SUMMARY:

CompTIA A+ & Security+ certified IT Support professional with 10+ year’s diverse experience and passion for customer service

Highly competent, motivated and performance - driven IT professional with demonstrated ability to implement and support complete customer solutions. Extensive experience of working in the front line helping diverse professional levels resolve complex technical IT issues; Consistently praised for communicating effectively with both technical and nontechnical users.

TECHNICAL SKILLS:

Software: MS Office Suites Office 365 Online Admin portal Citrix applications Windows 10 Windows 7 Active Directory Symantec Endpoint Protection Symantec Ghost Altiris Microsoft SCCM BMC Service Desk Express ( magic ) Mimecast MaaS360 Samanage Microsoft Direct Access Service Desk

Hardware: PCs Laptops Microsoft Surface Kiosks Mobile Devices - iOS & Android Printers & Scanners Retail POS Systems VeriFone Bar Code Scanners Check Readers Video Conferencing Paging Amplifiers Security Systems

Telephony: : Avaya S8700 Media Server Avaya Audix Avaya Site Administration (ASA) Avaya one-X Communicator Vertical Wave IP Avaya Partner BroadWorks Hosted VOIP Cisco CUCM PBX Skype for Business Telecom Expense Management

Networking: : LAN WAN VPN TCP/IP Remote Connectivity using RSA SecurID tokens Data and Telecom distribution systems and cabling Cisco VPN Endpoint Remote Access VPN

PROFESSIONAL EXPERIENCE:

Confidential, Columbia, MD

Service Desk Analyst

• Provide Tier II Service Desk Support for over 5000 remote employees as well as desk-side support for 250 + corporate employees, troubleshooting MS Office applications, Skype for business, Cisco VPN /network connectivity, Direct Access, and general break\fix in a windows environment
• Administer new and existing accounts using Active Directory and Office 365 Online Admin portal
• Configure and deploy computers for new and existing employee computer re-image
• Configure and deploy new phone extensions via Cisco CUCM as well as Skype enterprise voice

Confidential, Towson, MD

IT Support Analyst

• Served as IT Support Analyst, by providing guidance, technical assistance and follow-up for support tickets as well as special projects- working collaboratively with other IT teams and vendors as needed for 250+ locations and three corporate locations
• Provided remote and onsite troubleshooting and support for non-technical users with the following: hardware (desktops, laptops, printers, POS, mobile devices, network connectivity) and software (COTS, enterprise propriety applications, Citrix and Microsoft suites)
• Coordinated and supported large deployments of hardware (Wi-Fi, kiosks, desktops, VeriFone’s) and software implementations (COTS and proprietary software and updates)
• Authored articles for online knowledgebase and provided on-boarding training for new hires
• Troubleshot and resolved connectivity issues and outages affecting PC/laptops, phones, peripheral computer devices, switches/hubs, routers, DSL, T1, and MPLS
• Used UltraVNC and Remote Desktop to remotely work on enterprise and client equipment.
• Used Active Directory to manage and administer user accounts, groups and devices
• Led upgrade from Windows XP to Windows 7 by re-imaging PCs using Ghost (version 11)
• Supported users logging in remotely via Citrix Desktop and Cisco VPN via RSA token
• Troubleshot and supported end-user issues with Citrix Virtualization (Xen App, Xen Desktop)
• Performed virus removal of infected company equipment using Symantec AntiVirus and other various other third- party virus-removal applications
• Managed Symantec Endpoint protection and ensured virus were definitions are up to date

Telecom Analyst

• Administered entire telecommunications systems including in-house data and telecommunications distribution systems at corporate, as well as remote facilities
• Effectively implemented cost control methods for all LEC inventories via billing audits, usage reports, toll restrictions etc., resulting in a 35% reduction in telecom expenses
• Designed in-house telecommunication curriculum for help-desk staff, which resulted in a 25% reduction in dispatches for vendors
• Performed and coordinated telephone system installations, upgrades, and replacements and ongoing day-to-day support for moves, adds, and changes for over 400+ sites
• Ordered and controlled all POTS, long-distance and toll-free lines, and circuits for facilities and corporate offices
• Oversaw day-to-day management of equipment and cabling vendors for club-related telecommunications requirements, and ensured efficient delivery of services within agreed-upon SLA

Confidential, New York City, NY

Telecommunications Technician

• Provided day-to-day operations and maintenance of all telecom-related services for North American corporate offices
• Performed remote and hands on support for all moves, adds, and changes
• Created and resolved trouble tickets with vendors and carriers

Confidential, Brooklyn, NY

Systems Technician

• Installed and provided customer support for Voice & Data structured cabling, KSUs, PBXs, security systems, access control, CCTV and other low-voltage equipment in customer locations