SUMMARY
IT Professional with extensive experience in end-user support and expertise in on boarding new users to company systems and processes. Excellent troubleshooting and problem solving skills ensuring business continuation. Ability to effectively communicate complex technical information to non-technical audiences. Known for developing strong relationships with customers based on trust, service, warmth and dependability. Enthusiastic employee and manager who works well with others and motivates teams to perform at top levels.

TECHNICAL PROFICIENCIES:
Operating Systems: Microsoft Windows 2000, XP Professional, Vista, Windows 7, Server 2003 and Server 2008
Hardware: Category 5 Cabling; Managing PC Set-up and installation; Networked printers, scanners and PCs; Servers, Routers, and Hard Drives
Networking: LAN/WAN, Ethernet, Wireless, TCP/IP
Tools & Utilities: Active Directory, DNS, DHCP, Remote Access Tools, Network Security, Firewalls, Permissions Controls, Group Policy, User Accounts, Help Desk Ticketing Systems

EMPLOYMENT HISTORY

Confidential,Woonsocket, RI 2010 - 2012
IT Support-Helpdesk Administrator

• Provided support to end-users located in Woonsocket, CA, Canada, UK, and Asia ensuring business continuation in areas of ordering, shipping, EDI and finance
• Instrumental in converting paper-based IT Ticket System to user-friendly web-based system
• Assumed role of gate keeper of Web Help Desk, assigning requests to appropriate IT personnel
• Administered setup of new users and assigned role-based security in Dynamics GP ERP System
• Supported EDI Administrator and served as backup resource for end-users who depended on EDI process

Confidential,Cumberland, RI 2009 - 2010
IT Support-Helpdesk Technician

• Provided technical support to client’s end users consisting of software installs and upgrades, data recovery and migration, PC rebuilds and VoiP configuration
• Configured and monitored client backup jobs utilizing Symantec BackupExec technology
• Member of project team charged with converting client company from small, hosted email provider to Exchange 2007 updated end users’ Outlook clients with new mail settings
• Provided remote support to client sales team as well as users located in branch locations in Florida, Nevada, UK, Germany and Taiwan
• Uncovered network gateway issue that prevented Vista and Windows 7 clients from connecting critical websites
• Configured and installed three 3Com Wireless Access Points to replace failing Linksys routers

Confidential,Smithfield, RI 2008 - 2009
Network Specialist

• Configured and installed Windows servers to client specifications
• Monitored and maintained client PC’s, servers, network printers and other peripheral equipment using monitoring and remote access technologies
• Configured, installed and maintained firewall hardware such as Sonicwalls for clients who were upgrading from Cisco Pix firewall technology
• Provided remote and onsite support to clients for virus removal, low disk space issues, antivirus software deployment and connectivity issues
• Monitored client backup jobs, performed and recommended various troubleshooting techniques for those instances of job failure

Confidential,Mashantucket, CT 3/2008 – 9/2008
Field Services Technician

• Performed installations, relocations, modifications, and repairs of MIS supported equipment such as LANs, printers, PCs, POS systems and terminals
• Responded daily to problems arising on PCs, local area network servers, terminal servers, satellite equipment, Micros and IBM POS systems, and peripheral equipment
• Operated diagnostic hardware and software as needed to determine and resolve problems
• Performed system hardware, software, and operating configurations, upgrades, and new builds
• Installed hardware necessary for system expansions, such as random access memory (RAM) and loaded and configured operating systems and software
• Assisted in administering preventative maintenance schedules for other operators as needed
• Documented all work performed including Moves, Adds, Changes, and spare parts utilization

Confidential,Brockton, MA 2007 - 2008
Field Services Technician-IT Help Desk Support

• Received technical assistance calls from retail stores, logged the issues in a ticket system, and attempted to resolve the problems utilizing remote access tools
• Responsible for troubleshooting hardware, software and network outages quickly and effectively in order to restore system functionality in a fast-paced and time-sensitive environment

Confidential,Boston, MA 2005 - 2007
General Manager

• Managed all aspects of Epicurean Feast’s newest business dining account including customer service, operations, human resources, accounting, purchasing, and logistics
• Responsible for $1.5M in sales and analyzing food and payroll costs to ensure profitable operations
• Hired, trained, motivated, and managed wait staff and kitchen personnel to ensure productivity

Confidential,Pawtucket, RI 2002 - 2005
Assistant Director of Operations

• Oversaw all facets of retail operations by effectively managing a large staff of thirteen employees
• Implemented several marketing initiatives resulting in higher customer satisfaction and sales
• Frequently recognized for outstanding customer service and rapport building skills

EDUCATION AND CERTIFICATIONS

AS, Management, Cum Laude
AS, Business Administration,Cum Laude

Microsoft Certified Systems Engineer Program
MCP (Microsoft Certified Professional
MCSA (Microsoft Certified Systems Administrator)
MCSE (Microsoft Certified Systems Engineer)