SUMMARY:

• Nearly 20 years experienced IT Technician with proven track record of elite soft skills, adaptability, extensive knowledge acquisition across multiple platforms and industries with an eye for proactive and ‘big picture’ solutions.
• Extensive customer service experience with a professional and personable attitude.
• Great leadership skills, can work equally well individually or as part of a team.
• High aptitude learner, constantly striving to gain further knowledge and training.
• Skilled and knowledgeable technician with broad experience in the IT industry.

EMPLOYMENT HISTORY:

Confidential

IT Support Specialist

Responsibilities:

• Primary support technician for a 300 user/800+ endpoint facility.
• Provide 1st, 2nd and 3rd level support for FDA/GMP regulated facility and systems.
• Leveraged excellent soft skills to interface with multiple international facilities as part of a large enterprise network of companies.
• Key planner, coordinator and project lead for IT specific as well as cross departmental projects where IT systems are engaged.
• Key IT contributor for initial SAP 7.1 system onsite installation.
• Initiator, coordinator and executor for multiple cost saving and innovative IT solutions using both mainstream as well as alternative technologies.
• Purchasing as well as service vendor engagement and management.
• IT systems purchase processing.
• IT Asset Administration and documentation.
• Support systems including, but not limited to: Windows OS, MS Office 2013, Office 365, Active Directory Administration, Cisco network devices to a Junior Network Associate level, DHCP administration, Avaya IP Office Enterprise VOIP phone system, Barracuda Networks backup solution, FDA regulated GMP systems (Empower labs & Blue Mountain calibration system), Citrix Client, Kronos time clock, Symantec Enterprise Protection, FedEx shipping management, Cisco ISE system, Android and IOS mobile administration, multiple cloud based applications, PolyCom and LifeSize video conferencing systems, Intermec mobile scanning system.

Confidential

Customer Support Specialist

Responsibilities:

• Provide 1st point of contact and 1st call resolution to over 5,000 customer base. Provide 1st and 2nd level diagnostics in a PC environment supporting a multitude of software platforms
• Microsoft Windows XP, Microsoft Office 2000 and 2007, Microsoft Sharepoint, Microsoft Active Directory, SAP 7.1, Citrix Client, Kronos, ADP payroll, Ultimus CER operations, Xtra - 32bit Mainframe client, IBM Maximo, Centresuite. In addition, all calls were entered, tracked and reported through Remedy Action Request call tracking system.
• Provided training for new hires and was commonly tasked with High Priority tickets involving corporate VIP individuals.
• Spearheaded remodeling an entire software request/purchasing/processing procedure for corporate. Was commonly tasked with interfacing and coordinating with other departments.
• Most recently trained in LANDesk Management Suite ver.9 and reduced the number of escalated tickets flowing to Tier 2 resources by 99%.

Confidential

PC Installer

Responsibilities:

• Install and configure 330 PC systems and peripherals as part of a 3 member team.
• Tasks included hardware as well as software configuration to run on a High School LAN.
• Operating systems used were Windows XP as well as Windows Vista.

Confidential

Customer Support Technician

Responsibilities:

• Provide first and second level support via phone or email for PC as well as MAC customers using Confidential Video Systems hardware.
• Learned Confidential video standards for both Standard Definition as well as High Definition film and broadcast TV formats to support field technicians as well as end users utilizing a variety of video editing suites in both the PC and MAC operating systems.
• Troubleshoot, diagnose and resolve issues with editing systems and Confidential hardware.
• Process RMA administration for any product returns or exchanges required. Software used or provide support for: MAC OSX (10.4-10.5.2 ) Apple Final Cut Studio, Windows XP SP2, Windows Vista (32-bit and 64bit), Adobe CS2 and CS3 (Premiere/After Effects), MS Office Suite, FileMaker Pro, Avid Liquid Pro, AutoDesk Combustion, Mozilla Thunderbird.

Confidential

Operations Manager / Sales Manager / IT Department Manager

Responsibilities:

• Represent Confidential as second in charge after Owner to clientele.
• Primary duty as Operations Manager is to act as company liaison to clientele.
• Secondary duties include oversight of day-to-day office operations and inter departmental coordination including administrative, clerical, sales, IT and Digital Media duties.
• Sales duties are related to real estate marketing as well as IT services including order fulfillment, lead generation, marketing campaign development, cross sales, up sells and product presentations in both a one on one environment as well as a group setting.
• IT duties include act as primary IT consultant to prospective clientele, primary IT technician for both individual PC as well as networked systems for both internal company systems as well as clientele systems, aid in development of Web and internet technology products.
• Digital Media duties consist of taking digital photography in both still image as well as virtual 360-degree tour technologies.

Confidential

Software Support Technician

Responsibilities:

• Provide advanced level technical support to end users of Space Control software.
• Troubleshoot and diagnose operational problems associated with software.
• This includes familiarity with third party software as well as the Microsoft Windows family of operating systems.
• Coordinate with both third party support personnel as well as advanced programmers to resolve customer issues.
• Retain an understanding of local, state and international regulations in regards to the self-storage industry.
• Aid both tech savvy as well as computer illiterate end users.
• Daily software operations include but are not limited to: the Microsoft Windows operating systems, Microsoft Office Suite, Symantec PcAnywhere, MS-DOS, Crystal Reports, multiple automatic gate programs as well as end user modem and internet protocols and connections.

Confidential

Desktop Support Technician

Responsibilities:

• Provide 1st and 2nd level desktop support to reps in a Call Center environment.
• Review and research needs of call center.
• Improve procedures and policies within IT Department, & work closely with onsite phone reps as well as offsite technicians to solve system issues.
• Install/configure/maintain the following programs for 350+ PCS in a Windows NT environment: Windows 95/98se/NT/2000 and XP, Office2000, Lotus Notes, AS/400, Sieble98/2000, HEAT, Citrix, Rumba and Marimba applications. Work with MS Exchange and NT Server.

Confidential

Technology Resources Technician

Responsibilities:

• District Technology Representative to multiple campuses, one of four such technicians supporting nearly 4000 end users.
• Provide end user and advanced level computer support on multiple job sites.
• Work both independently and within a team to maintain, diagnose and solve network issues.
• Coordinate network resources with campus personnel and outside sources.
• Maintain and upkeep both PC’s and Macs in a Windows 2000 and Windows NT network environment.
• Monitor Internet usage of workstations for inappropriate usage and document any infractions.
• Assist District Network Administrator with WAN/LAN issues and apply solutions

Confidential

Sales Rep/Tech Specialist, Purchasing Agent, Internal Support Rep

Responsibilities:

• Company liaison with offsite reps; oversee and assist in entry of corporate account orders; provide primary contact as well as escalated assistance with customer issues; provide customers with first level tech support including but not limited to identification of appropriate replacement parts and assistance in system configuration; provide advanced level of assistance to Account Managers with technical info and identification and procurement of proper system parts.
• Research and procurement of parts and units as required by current customer back order; project and purchase based upon customer and market tendencies; purchase for internal stock.
• Maintain database integrity of proprietary MS-Dos based program; assist IT Manager in diagnosing and remedying workstation problems; build/rebuild/maintain workstations in networked environment; provide first level support directly to internal company personnel.