SUMMARY:

• Provided innovative solutions to Computer desktop, Server, and Network problems, with a high degree of professionalism. Successfully managed and supported a Verizon telephone facility servicing over 380 clients.
• Responsible for all desktop, laptop related issues, and Network Connectivity related problems for all client sites with expert level customer service skills.
• Conducted weekly project meetings. Managed, and Designated, escalated tickets for timely resolution to Team members.
• Managed Blackberry Enterprise Server, MS Exchange Server, Built, and managed the Symantec Ghost Server, Active Directory, Terminal Services manger, and resolved day to day desktop support issues.
• Administered user accounts, and mail accounts with Active Directory, MS Exchange server, Blackberry Enterprise Server.
• IT Professional with 10+ years of customer service experience at all corporate levels.
• Planned, and executed three PeopleSoft Deployments.
• Configuration and support for client desktop and laptop computers covering the northeast corridor from Maine to Virginia Beach for Verizon telephone facilities.

SKILL:

Dell Desktops, HP Printers, Lexmark Printers, Fujitsu Tablet PC configurations, Shadowing PC s, Remote support, Remote Desktop, Thin Client Neowares, Dell Note Books, PC Rebuilds, Blackberrys, MS Exchange Server 5.5/2003, Active Directory, Hubs, Cisco Routers, switches, basic troubleshooting. MS Windows 95, 98, XP/2003, MS Office Suite, Visio Technical, PC Anywhere, SMS, Manage now, MS Outlook, Windows 2k/XP/2k3, 2K3 Server, Lotus Notes, Windows 2k/XP/2k3 Server, PeopleSoft, 3270 emulation, Citrix, Navision, Cisco VPN,, MacAfee AV, Norton Antivirus, Remedy, Blackberry Enterprise Server, Symantec Ghost Imaging

EXPERIENCE:

Confidential

Team Lead PC Technician

Responsibilities:

• Responsible for 15 to 30 technicians, designating responsibilities to teams and team leads to install and check PCs and instructing technicians on the installation of KVM switches, docking stations and the uniformity of desktop setup for clients.
• Responsible for setup and connection for new PC stations throughout the entire Confidential Site, and ensuring all stations are setup properly and all user issues are resolved.
• Receiving all PC Technician problems with workstations, and missing parts and providing resolutions to their issues in a timely manner.

Confidential

IT Support Specialist

Responsibilities:

• Responsible for Level 1, and 2 helpdesk/desktop support issues. Setting up new users, unlocking accounts, resolving day to day IT issues, using Spiceworks ticketing system. IPhone setup and configuration.
• Resolving issues Microsoft SharePoint, Navision, VPN, Active Directory problems, etc.
• Using remote desktop, and team view for remote connections. Resolving Office 2007, 2010, and 365 problems on a daily basis.
• Projects; Win 7 Migration, and Microsoft Audit Preparation. Imaging and shipping PCs to various locations.
• I remote connect, and finished the configurations and user setup once the PC arrives at it’s destination.

Confidential

Helpdesk L1, L2/Desktop Support

Responsibilities:

• Receiving all incoming calls and, resolving all Level 1, and 2 issues.
• Using Active Directory to create new users, modify, and unlock user accounts.
• Creating new user email accounts and setting up roaming profiles for VPN at home users.
• Giving user’s permission to access the VPN. Setting up new VPN accounts and remote desktop connections for work at home agents (AHA).
• Resolving all printer, and hardware issues along with user requests.
• Pushing out software programs patches and fixes with Confidential .
• Creating email accounts in Lotus Notes, and Exchange. Connecting remotely to user PCs and Home PCs, and laptops using Confidential with PC Anywhere, or remote desktop with Cisco VPN.
• Also using goto assist, Confidential, and Team Viewer remote connection utilities.
• Tracking tickets with Remedy ticketing system. Unlocking user accounts in Cisco phones, Evolve, Osmosis Portal for Unity Call program. Sap accounts, and numerous proprietary Confidential Vacation programs.

Confidential

Desktop Support Specialist

Responsibilities:

• Trouble shooting all Level 2 desktop issue using Heat ticket tracking program.
• Confidential Deployment tools Responsible for desktop, laptop, printers, reimaging machines replacement hardware, and software and configuration and fixes for the desktop support personnel responsible for the desktop PC refresh deployment Windows 7.
• Finding resolutions for refresh issues including program compatibility fixes, Office 2010 upgrade issues using various remote connection tools Remote Desktop, VNC, Skeep, LogMeIn, connection, and hardware issues, etc.

Confidential

Helpdesk/Desktop Support

Responsibilities:

• Responsible for Helpdesk level 1, and Desktop level 2 issues for the customer service representatives, and room users including all desktop, printer, lotus notes mail, Instant messaging, Avaya phone systems, Avaya software, blackberry, and HERA (3270) troubleshooting and configurations. Sophos encryption software install and configuration.
• Covered all PC related issues for the site.
• Using Active Directory and IT tools to unlock accounts, remote desktop, and CA DSM PC connection software to troubleshoot all PC issues.
• Setup and replacement of desktop PCs, laptop, printers. 1st response for onsite desktop issues.
• Covered Helpdesk for Confidential when not working desktop support issue for the site.
• Responsible for the site card reader installation project, both hardware and software installation.

Desktop Support

Confidential, New Castle, DE

Responsibilities:

• SLA coverage of all desktop, Dell laptop, HP Printers, and all Information Technology related issues onsite.
• Provide 1st response to in session classroom instructors and students, desktop PCs. Desktop Support L2 for PCs, laptops, Printer, break fix, Active Directory, Outlook Exchange mail configuration, and trouble shooting.
• Quick response to all software and hardware related issues onsite.
• Responsible for tape backups using Backup Exec, and setting up new users to Active Directory, as well as troubleshooting login, and profile related issues.

Desktop Support Specialist

Confidential, Wilmington, DE

Responsibilities:

• Responsible for all level 2 on - site and remote desktop, Laptop repair, configuration, hardware and software resolution, Symantec PGP disk encryption, and printer issues on a daily basis at six Confidential sites within the Wilmington Delaware area.