SUMMARY:

• Excellent soft customer service skills with a drive to purse correct mythologies be used when interacting with hardware and software.
• Expertise in Troubleshooting Hardware and Software issues while ensuring proper documentation of resolutions.
• Consistently recognized for problem solving skills used to rapidly and cost - effectively resolve challenging issues.
• Quickly learn and master modern technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, tools and testing methodologies.
• Excellent Troubleshooting skills in resolving issues relating to following mobile devices IPhone/IPad, Blackberry, and Android devices.

TECHNOLOGY SUMMARY:

Systems: Windows XP/Vista/7/8.1/10, Mac OS

Software: MS Project, MS Visio, MS Office (Word, Excel, PowerPoint, Outlook, and Access), Seibel, Adobe Acrobat, Adobe Suite products, Salesforce Remedy Ticketing System, Service Now, Active Directory and SCCM 2012

EXPERIENCE:

Confidential, New York, NY

Field Engineer

Responsibilities:

• Provide excellent customer support to eternal clients at Confidential onsite Support
• Image and configure PC’s for New employees and for Hardware refresh cycle.
• Troubleshoot technical issues of walk up clients with Surface devices and other PC’s
• Write or instruct to users on how to’s - for Window’s, Office 365 and other software products.
• Configure Mac, IOS and Android devices for BYOD environment.
• Coordinate with teams to research on technical issues that does not have a known solution.
• Perform warranty exchange as needed for Surface Devices.
• Order 3 rd party hardware parts as per case of hardware failures for PC’s
• Perform hardware swap for SSD’s RAM, Mother Boards and so on.

Confidential, New York, NY

Operational Analyst

Responsibilities:

• Provide technical assistance at the Technology Bar.
• Resolve technical issues as per the Incident tickets in Service Now ticketing system.
• For fill Task/Request tickets while updating the Asset Inventory.
• Set up 4 to 7 new hires per week.
• Configure and deploy new computers for the refresh cycle.
• Track and reclaim technology for the decommission requests
• Troubleshoot both PC/MAC issues as per Incidents Tickets.
• Coordinate and perform moves as requested.
• Supervise vendors to confirm their work, especially in large scale office moves over the weekends.
• Image PC and Mac computers as needed.
• Coordinate with Lenovo and HP to have Break/Fix issues in warranty be resolved
• Send Apple products to T2 for repairs as needed.
• Deploy Software Via Symantec deployment utility.
• Troubleshoot Confidential Office 365 issues and skype for business issues.

Confidential, New York, NY

Desktop Support Technician

Responsibilities:

• Handled Audio Visual issues concerning New York Office.
• Provided white glove technical service to end users within the law firm.
• Managed and maintain all technical equipment for visitor offices and conference rooms.
• Responded to day to day incident tickets from ServiceNow ticketing system.
• Coordinated with senior IT teams: Network Admin, Systems Admin and other teams to work on the complex issues.
• Establish and maintain working relations with end users to address technical performance issues including slowness.
• Coordinated with vendors to have ports, AV equipment, and any other devices fixed or replaced.
• Image computers using strict NERD Package guidelines.
• Troubleshoot local and network printer Issues.
• Coordinate and move office hardware as requested routinely.
• Track and reclaim Hardware as per tickets.
• Troubleshoot IP Phone phones.

Confidential, New York, NY

Desktop Support Analyst

Responsibilities:

• Participate in VIP On Site rotation. Respond to incoming issues off hours as well.
• Respond to onsite issues and provide tech support for Desktop Remote Support Que.
• Close average of 7 tickets daily using Service Now ticketing system, and update tickets on daily bases.
• Image PC and Mac computers for new hires, configure and deploy as needed.
• Deploy PC’s as per PC Refresh Team request.
• Use Dell Direct to coordinate with Dell Techs to replace equipment within warranty.
• Deploy software using KACE utility.
• Move computers and other ETS equipment as per request.
• Troubleshoot Mac and PC computers Issues and resolve accordingly.
• Inspect conference rooms equipment monthly and document in the monthly inspection report.
• Manage Asset inventory and prepare monthly report. list Provide onsite conference room support, VC Support, and WebEx Support as requested.
• Provide tech support for company events including offsite events and events scheduled off hours.

Confidential, New York, NY

Helpdesk Agent

Responsibilities:

• Accept incoming calls for technical issues.
• Provide technical assistance and escalated to appropriate group as needed.
• Create Service request and work orders as needed in Ineed ticketing system.
• Trouble shoot level one issues in Confidential Office products and lotus notes.
• Provide assistance in IBM Verse (Traveler App) on iPhone and Android Smartphone.
• Transfer user information from Android phones to iPhone.
• Follow the issue through its life cycle until issue resolution.
• Coordinate between various IT Teams and the end user.
• Schedule and maintain Bridge Lines

Confidential, New York NY

PC Technician

Responsibilities:

• Provided technical support to financial and retail companies throughout Manhattan.
• Successfully became a backup technician for EBay, Aon Hewitt, PayPal, Zurich and Estee Lauder Desktop teams.
• Troubleshoot issues related to IPhone and Android phone.
• Assist in configuring Good Application to VIP users in AON Hewitt.
• Updated and close tickets in Service Now (SNOW) and Remedy ticketing systems from various sites.
• Installed applications using the internal App store.
• Imaged MAC’s and PC’s using Casper and SCCM respectively.
• Deployed Computers/laptops and other hardware peripherals to end users.
• Troubleshoot Office products, internal applications and windows issues.
• Setup up A/V equipment and install IP phones
• Handled issues relating to virus and other malicious activities and resolved such issues successfully.

Confidential, Manhattan, NY

Senior Specialist (Desktop Support)

Responsibilities:

• Provided technical support for Windows XP, Window 7/Mac OS environments.
• Install and configure requested software on Mac Computers.
• Troubleshoot Java issues on Macs and PCs.
• Installed Adobe Products, troubleshoot and provide assistance as needed.
• Assisted users in MS Word, MS Excel, MS PowerPoint, MS Outlook and internal web based Applications.
• Installed and configured SAP and B.O applications while coordinating with appropriate teams to ensure proper functionality.
• Utilized Salesforce application remedy to manage incident queue, update tickets and provide resolution.
• Successfully handled and resolved incident tickets of up to 15 to 20 per day.
• Setup 5 to 10 new hires weekly by imaging/configuring desktop/laptop computers and deploy as needed in timely manner.
• Ensured laptops are properly encrypted using McAfee EPO agent, VPN configured and tested before deployment.
• Configured new and existing IPhone/IPad in Air Watch System and deploy as requested.
• Provided technical assistance to issues with IPhone, IPad, Blackberry and Android Devices.
• Troubleshoot and resolve wired and wireless network connectivity issues within the corporate office.
• Provided back up support to Windows 7 deployment team.
• Setup AV equipment and provided technical support to multiple conference rooms
• Provide support for Windows 7/Mac OS environments.
• Assist users in MS Word, MS Excel, MS PowerPoint, MS Outlook, IWork and internal web based Applications.
• Troubleshoot and resolved network connectivity issues within LAN environment.
• Resolve issues relating to Lexmark and HP printers.
• Troubleshoot and assist users with IPhone, IPad, Blackberry and Android Devices.
• Install and configure Applications on IPad and other speech therapy devices.
• Fix issues relating to Epson Smart board and projectors.
• Successfully handle and resolve average calls of up to 15 to 20 per day.
• Utilize MAGIC (By BMC) ticketing system to document and escalate daily trouble tickets.