TECHNICAL SKILLS:

Platforms: Windows 3.1/9x/ME/NT/2000/XP/7, DOS, Mac OS X, Linux (Ubuntu)

Software: Microsoft Office 7.0/97/2K/2K3/2K7, MS Exchange, MS Access, Lotus Notes 4/5/6/7, Lotus SmartSuite 8/9, Remedy, Tivoli, Quintus, Touchpaper Helpdesk, ManageNow, Netmeeting, Proxy, PC Anywhere 8/9, Landesk, Visual Basic 6, Crystal Reports 7/8, Active Reports, DNS, IIS 5 - 6, Zimbra and Imail email applications

Hardware: Desktops ( Confidential, Dell, Compaq, HP), laptops ( Confidential, Dell, HP, Compaq), Printers (HP, Tektronix, Confidential ), PDA (Blackberry), HPC (HP, NEC, Compaq)

PROFESSIONAL EXPERIENCE:

Desktop Technician

Confidential, Wilmington, DE

Responsibilities:

• Resolve issues escalated from service desk relating to HW/SW/network/printers/peripherals, etc
• Special projects as assigned
• Routing of issues to proper resolver group and followup to confirm resolution
• Support of remote users.
• Troubleshooting issues relating to account setup and access/permissions

Support Analyst

Confidential, Wilmington, DE

Responsibilities:

• Oversee monitors for servers supporting chase.com web portal
• Open tickets when alerts are observed that require escalation
• Facilitate contacting of resolvers and availability managers
• Perform validations on alerts received as per process
• Contacting issue owners for regular updates to open issues.

Support Engineer

Confidential, Baltimore, MD

Responsibilities:

• Respond to incoming tickets opened by clients via web interface or phone
• Maintenance of DNS as it pertains to setting up websites and zones
• Procurement of SSL s for client websites at their request
• Registration and or transfer of domains
• Creation and hosting of email accounts for clients using Zimbra, I-Mail, and MS Exchange
• Troubleshooting issues with DNS, Email, VPN, Firewalls
• Escalation, if necessary of issues to senior support engineer technicians
• Adding entries into billing system to charge clients for additional services when requested.

Technical Support Analyst

Confidential, Baltimore, MD

Responsibilities:

• Answer incoming customer calls
• Troubleshoot and diagnose issue and resolve or escalate
• Perform remote software installs
• Problem ownership from inception to resolution
• Password resets for Active Directory and other proprietary applications
• Resolution of issues with remote connectivity via DUN, Internet, VPN
• Networking issues including connectivity (TCP/IP, DCHP, Static IP, DNS)

Senior Desktop Technician

Confidential, Wilmington, DE

Responsibilities:

• Answer incoming calls from customers.
• Troubleshoot issues and either resolve or escalate accordingly
• Networking issues including connectivity (TCP/IP, DCHP, Static IP, DNS)
• Set up of new user accounts in Active Directory and troubleshooting issues with AD such as OU conflicts causing issues accessing network shares.
• Lotus Notes client setups and troubleshooting of ID file issues, password issues, database access (ACL) issues.
• Initial setup of new Blackberry devices and troubleshooting of issues. Setups done with BES for clients using Outlook and Lotus Notes.
• Resolving issues with remote connectivity including DUN and internet
• Examine tickets looking for recurring issues or trends to address and resolve them accordingly
• Asset management for department and supervision of equipment inventory during upgrades/refreshes
• Subject matter expert (SME) for Lotus Notes
• Responsible for creation and maintenance for laptop and desktop images for department using Ghost
• Perform software installs
• Ownership of problem/issue through resolution
• Use of Windows Netmeeting for remote troubleshooting and software installs
• Maintaining inventory of equipment/assets for the department
• Contacting vendor regarding equipment warranty issues and repairs
• Password resets and minor account management (Active Directory, Lotus Notes)
• Performed evaluation on new software packages for the department and giving input to supervisor

Support Analyst

Confidential, Wilmington, DE

Responsibilities:

• Answer incoming calls from customers
• Troubleshoot issues and resolve or escalate accordingly
• Perform software installs remotely using Landesk or Timbuktu
• Follow up on all issues and ensure that they are resolved within established SLA’s
• Active Directory password resets

Confidential

Helpdesk/Desk Side Support, Visalign Wilmington, DE

Responsibilities:

• Answered incoming calls from customers and the Helpdesk
• Performed troubleshooting analysis and remote software installs utilizing assorted common tool sets
• Logged all incoming calls and included documentation of all work performed using Remedy
• Performed Desk Side support to other sites as needed for client
• Active Directory password resets.
• Initial setups for Blackberry and other PDA devices as well as initial troubleshooting
• Dispatched problem issues to third level support as necessary
• Troubleshooting of problems related to network and remote connectivity
• Followed up on all open tickets, and verified they are closed in a timely fashion
• Served as subject matter expert (SME) for Lotus Notes issues.
• Maintained inventory for equipment onsite.

IT Consultant Desktop support

Confidential, Stockton, NJ

Responsibilities:

• First point of contact on-site for issues ranging from network connectivity, installation and troubleshooting of network printers, also performing server maintenance and backups on a regular schedule
• Provided second level desktop support for internal users, sales reps and external customers
• Served as subject matter expert (SME) for PDA issues and Microsoft Outlook.
• Supervised teams of technicians for PC MASH: a hardware break/fix clinic set up during large conferences of users to correct hardware and software issues while users attended the conference.
• Assisted in asset management and inventory during replacement/upgrade/refresh.
• Also performed secondary desktop support for external customer accounts
• Responsible for troubleshooting and resolving tickets the first and second level analysts could not resolve
• Assisted in maintenance of servers located at various locations in my region
• Logged all incoming calls and included documentation of all work performed using ManageNow call tracking software
• Adherence to contractual SLA agreements as well as Confidential guidelines
• Maintained inventory of equipment at assigned site
• Responsible for organization of IT support area/offices and for maintaining standards of cleanliness/organization.

IT Consultant Desktop support

Confidential, Philadelphia, PA

Responsibilities:

• Member of team responsible for the rollout of Microsoft Outlook Web Access (OWA) to remote users
• Created and maintained AT+T Internet dial up accounts for all remote users
• Member of secondary team responsible for converting users not suitable for OWA to conventional network dial up access
• Responsible for second level support for OWA and Microsoft Exchange issues as related to dial up networking
• Coordinated with Help Desk to resolve access and connection OWA issues

Supervisor of Support Services

Confidential, King of Prussia, PA

Responsibilities:

• Responsible for coordinating and resolving all technical problems as pertained to hardwaresoftware, networking and peripherals
• Supervised and trained helpdesk staff in our application and call tracking software
• Implementation and distribution of software updates for customer base
• Traced and assisted in debugging software errors
• Programming using Visual Basic 6
• Worked with Microsoft Access 97 databases designed and utilized by software
• Coordinated and processed requests for custom reports for customers, reports were designed with Crystal Reports 7 and converted to Active Reports by Data Dynamics
• Designed and created a call tracking software using Visual Basic