CAREER SUMMARY:

I have 15 years of diverse technical experience. I have handled critical network outages, supported high ranking corporate officials, and assisted in supporting last minute changes to meet deadlines all with efficiency, professionalism, and resolve. I have worked independently from taking calls to providing Desktop support. I have worked on team projects, and also, have experience in training in a classroom environment.

PROFESSIONAL SKILLS:

Professional - Problem Solver - Exceptional Team player - Positive - Versatile - Adaptable - Exceptional People Skills - Troubleshooter - Decisive - Quick Thinker - Meet Demanding Objectives - Highly Articulate - Strong Verbal Communicator -Grasp Technical Matters Quickly - Excellent Trainer - Astute Researcher - Ambitious - Reliable - Loyal - High Enthusiasm

TECHNICAL DISCIPLINES:

Operating Systems: Knowledge of desktop operations, configure and navigate through Windows 10, 8, Windows 7, Vista and XP, Mac’s. Knowledge in configuration and administration of Windows Server 2008 and Exchange 2010.

Hardware:

Handheld/Smartphone support: Androids, iPhones, iPads, Tablets, Surface, Laptops, Desktops, Local/Network Printers

Install/Troubleshoot/Repair: Laptop display,DVD/CD drives, power supplies, RAM, Video cards, Sound cards, NIC’s, Printers, and Air Cards (Verizon/Sprint)

Software/Technologies: Citrix; Desktop Director; Active Directory; Adobe Acrobat; MS Office Suite 97-2016; Worldox; FileSite; NetDocs; MaaS 360, Azure MFA, XenMobile,VMware; CMS Supervisor; VPN (Cisco, Nortel, Checkpoint); Call Tracking Software Track-It(Magic, Remedy, PeopleSoft, ServiceCenter);Antivirus Software (Kaspersky, Microsoft Trend, Symantec, Norton); Remote Software (Microsoft Remote Desktop Microsoft SMS, ProxyMaster, Dameware, PC Anywhere); SharePoint; Documentum; eRoom; Ghost Software; McAfee Encryption; Proprietary Software Support

PROFESSIONAL EXPERIENCE

IT Coordinator

Confidential

Responsibilities:

• IT support for Denver, Phoenix, Albuquerque, and Miami offices
• Added support for 34 offices in 22 states
• 1200+ attorneys
• Office and Remote support
• Data Room- switch, patch panel, port activations
• Antivirus/data protection
• Imaging/Installing/Configuration laptops/PC’s
• Citrix environment
• Configuring/Support mobile devices
• Active Directory management
• Executive level support
• Mac Support
• Attorney deposition set up/support - conference set up/support
• New employee set up/training/support
• Network connectivity- activate LAN ports/wireless setup
• Antivirus installation/configuration/updating

IT Support Specialist

Confidential

Responsibilities:

• IT support for 300 employees- 150 attorneys/150 office personnel
• Support 100% Citrix virtual environment
• Set up/Configuration/Troubleshooting iPhone, Androids, iPads, Tablets, etc.
• Deskside support- Hardware/Software troubleshooting
• Help Desk support
• AV equipment troubleshooting and support
• After hours/On-call support
• Trainer assistant
• Laptop pool maintenance
• Avaya Communicator provisioning/configuration/administration
• MaaS360 configuration/administration
• MFA(Microsoft Azure) configuration/administration

IT Support Specialist

Confidential, PA

Responsibilities:

• Sole IT support for law firm
• Project Coordinator- moved law firm from cloud-based environment to “in house” environment
• Coordinated network connectivity between remote sites
• Worked with multiple software vendors to assist with integration issues
• Responsible for managing Server 2008 with Exchange 2010
• Successfully “in-housed” all it functions with no downtime
• Created, tested and configured all workstation builds for conversion
• Successfully migrated document management system between domains
• Successfully migrated mail and document servers from cloud based environment to “in house” environment
• Worked with multiple vendors on software integration
• Reviewed/approved contracts between multiple vendors
• Coordinated joint systems upgrade with the State of Delaware Division of Corporations
• Responsible for phone/voicemail systems administration and support
• Responsible for firm security system administration

Operations Specialist

Confidential

Responsibilities:

• Mainframe Systems Analyst
• Assist NetManagement, GTC IST, and NetAdmin teams with off hour/weekend support in Data Center
• Responsible for On-Call pages for priority one issues
• Responsible for monitoring router/circuit outages on supported financial institutions
• Create incident tickets for AT&T and Verizon to resolve router outages
• Responsible for rebooting and performing IPL system stability2x’s/month
• Assisting internal/external users, resetting mainframe IDs to access financial systems
• Responsible for restarting mainframe test database regions
• Respond to requests to take tape drives off/online
• Respond to requests to Quiesce/Unquiesce NDM nodes
• Responsible for Snapshots on VM servers
• Pull drives on servers for updates/outages/upgrades

IT Support Specialist

Confidential

Responsibilities:

• Provide day to day support for applications being used/installed in a financial environment
• Involved with process enhancement projects to streamline the Service Desk and to reduce call volume
• Provide documentation resolutions/fixes/updates/installation setup instructions on SharePoint
• Involved with assigning daily/weekly duties to Service Desk team members
• Responsible for Hardware/Software/Imaging/Connectivity issues with internal/external users
• Support Document Management applications such as WorkSite/WorkShare/iManage
• Analyze and troubleshoot incoming issues for severity and probable resolution path
• Documented all problems, actions, responses, and resolutions in Magic ticket system
• Assisted Tier I & II analysts with resolving technical issues and on the job training
• Work with Information Security for Virus Detection/Quarantine/Clean diagnosis to resolves issues
• Provide Blackberry account support via Blackberry Enterprise Server
• Provide iPhone/Android support via GOOD for Enterprise
• Perform hardware break/fix repair (move, add, and change), and de-install support

Team Lead/Help Desk Analyst

Confidential, Newark, DE

Responsibilities:

• Responsible for Hardware/Software/Connectivity support for Confidential
• Point person for escalation issues
• Hardware Trainer for new analysts
• Connectivity Trainer for new analysts

Help Desk Analyst

Confidential, Newark, DE

Responsibilities:

• Provided Global Support for Core employees and Field Sales Representatives.
• Provided First and Second level support team for all Hardware, Software, Connectivity issues

Help Desk Analyst

Confidential

Responsibilities:

• Floor Lead/Manager/Team Lead training for college project.
• Supported Core Employees at all Confidential
• Member of team for upgrading of Knowledge Base for Service Center.

Manager/Team Lead

Confidential

Responsibilities:

• Merck Pharmaceuticals Help Desk located at Confidential .
• Team Lead for new project for the FTS Help Desk team.
• Manager/Team Leader over 32 student-associates.
• Trainer on all Merck computer hardware for the Field Sales Representatives.
• Trainer on Merck proprietary software and Microsoft Office Suite.
• Provide mentoring and coaching to the student associates supporting the Field Sales Representatives.

Connectivity Product Specialist

Confidential

Responsibilities:

• Second level support person for Broadband, Wireless connectivity, Email, data, and dial up issues.
• Point person for the FTS Helpdesk team on connectivity issues, updates, new releases, and outages.
• Developed and implemented new troubleshooting techniques and methods for connectivity issues.