SUMMARY:

• IT Support Technician; achieves aggressive technical goals on time and to the highest quality.
• Outstanding analytical, diagnostic, and troubleshooting skills.
• Excellent communicator; effectively bridges the gap between business and technology teams.
• CompTIA A+, CNA, and MCP certified; MCSE and CCNA certifications in progress.
• Cisco Call Manager Cisco Networking PC Repair Data Backup Active Directory Ghost Servers
• Personnel Management Application Deployment System Upgrading
• SCCM Group Policy Disaster Recovery
• Symantec Backup exec Powershell Exchange server
• Microsoft server 2003 2008 and 2010 Documentation
• VMware Android IPhone and IOS
• Apple Vendor Management

PROFESSIONAL EXPERIENCE:

Confidential, Fair Lawn, NJ

Helpdesk Manager

Responsibilities:

• Managed 3 techs
• Participated in O365 migration rollout.
• Vendor management. Coordinated and led vendor meeting to address resolve issues, and establish new processes. Found and established credit line and ordering processes with new hardware vendors.
• Monitored an updated ticket queue
• Led weekly status meeting with MSP vendor on ticket count and problem areas
• Participated in weekly conference with Managed Service Vendor to coordinate and resolve issues. Coordinated vendor escalations, and arranged for troubleshooting.
• Worked and coordinated with various vendors to resolve level 4 issues
• Racked, stacked, and assisted in configuration of new networking equipment including new server, routers and firewall appliances
• Monitored network and SharePoint traffic for issues involving delays
• Created print queues for the server and coordinated installs for users.
• Setup and arranged use of AV equipment for meetings.
• Tested and evaluated new software for use in production environment
• Led inter - departmental and vendor teams to complete various projects.

Confidential, New York, NY

NAR DSS Manager

Responsibilities:

• DSS lead tech and project manager for North America managing a team of 8 technicians
• VIP support for C level clients and point of escalation for all DSS issues
• Setup and maintained video conferencing systems
• Level 2 and 3 support for the NYC office

IT ENGINEER AND SYSTEM ADMINISTRATOR AND MANAGER

Confidential, NJ

Responsibilities:

• Managed teams for various projects with multiple sites
• Managed phone systems via Cisco Unified Call Manager.
• Provided MDM support for IPhones and Android devices.
• Vendor Management. Recommended and established vendor relationships for clients including ordering new equipment, mobility devices, software, and managing warranty contracts. Handled all vendor escalations and coordinated between vendors for problem resolution.
• Active Directory and Exchange email administration including rights management
• DHCP, DNS and SCCM asset and patch management
• Key member of Core Switch Upgrade and VLAN implementation project.
• Setup and maintained video conferencing systems
• Troubleshoot issues with Barracuda VPN appliances and Fortinet firewalls and VPN technology
• Server administration and maintenance from Servers 2012 R2 and 2016
• Racking and stacking routers and firewalls. Assisting in configurations.
• Administrated and supported virtual servers running on ESX and VMware
• Create and troubleshoot Active Directory and Exchange accounts and permission issues.
• Setup and maintained video conferencing systems
• Troubleshot and maintained such technology as McKesson, and Windows 7, as well as various medical and applications in areas including ICU, Surgery Centers, and Recovery wings.
• Level 2-3 desktop support, both in person and using remote tools such as Dameware TeamViewer and SCCM For Windows 7 and 10 environments using office 2010 2012 and office 365
• Performed hardware and software break/fix on HP and IBM machines
• Account creation and security management via Active Directory
• Vendor management for hardware purchasing and repair
• Performed application deployment duties with SCCM
• Created maintained and deployed images using various tools such as Ghost FOG and MDT
• Level 2-3 desktop support, both in-person and remote across the US.
• Evaluated and made recommendations for network upgrades including new backup system and strategy.
• Oversaw project to migrate backups of remote servers to a cloud backup strategy with Iron Mountain.
• Oversaw maintenance and cleanup of servers and negotiated with vendor for pricing policy.
• Analyzed system storage needs and made recommendations for changes to optimize speed and performance.
• Participated in disaster recovery for Hurricane Sandy including setup, tear-down and support of three temporary Disaster Recovery sites.
• Created and administered group policy for PC deployments and usage.
• Assigned and administered DAX permissions.
• Oversaw and managed administration of network backup using Symantec Backup Exec.
• Created and administered new accounts in Active Directory, and Exchange email managing security permissions.
• Created new accounts and managed email servers for Exchange 2003, 2010 and Office 365.
• Migrated users from Exchange 2003 to Office 365

Confidential, New York, NY

Senior Desktop Support Technician

Responsibilities:

• Troubleshot Level II and III hardware and software issues for network connectivity issues
• Installation and testing of new applications and equipment (desktops, printers, scanners, Blackberries).
• Received and resolved complex technical problems other technicians were unable to fix.
• Coordinated with various groups to resolve network and server issues; achieved a 95%+ service level agreement (SLA) rate.
• Improved SLA response time by 24-hours while serving as IT Manager and sole support for one building.
• Managed strong vendor relationships resulting in faster resolution of issue.
• Ordered, maintained inventory, and managed service (changes, installations) for all IBM hardware.
• Configured and troubleshot VPN and remote tools.
• Researched and recommended new equipment solutions that reduced downtime by 50%.
• Installed in-house and commercial off-the-shelf (COTS) applications on site and via remote tools.
• Assigned and documented IP addressing schemes for site.
• As part of team, created and tested gold images for PC deployment.
• Setup, fine-tuned and install workstations for new and current employees.
• Configured group policy for maximum security and user/network optimization.
• Provided comprehensive support to end users; selected to support senior executives.
• Developed technical documentation for users and technicians.
• Regularly performed data backups for employees.
• Trained and supervised technicians.
• Oversaw prompt and accurate technical support to clients.
• Used group policy to secure accounts and workstations

Confidential, New York, NY

Team Lead

Responsibilities:

• Oversaw team of six System Administrators (SA), coordinating work between a 1,600 user-base and SA team; served as key point of contact to users and the first point of escalation for all urgent issues.
• Managed Level II and III desktop support; collaborated with Corporate, Trading Floor, and Investment Banking Groups to achieve a 90%+ SLA rate.
• Ensured the least amount of user downtime by efficiently and effectively dispatching appropriate technicians and managing the Remedy queue.
• Trained Systems Administrators on Confidential software and processes.
• Received all computer equipment scheduled deployment based on the needs of the end-users.
• Created new user / computer accounts and assigned rights using Active Directory; determined if local and global groups were needed and then created and determined access.
• Collaborating with vendors, determined proper deployment procedures for new hardware and software.
• Installed and maintained Windows NT 4.0 workstations and servers including WINS, DNS, and DHCP servers.
• Executed rollout of 400 upgrades and installations that included individual and group training.
• Supported financial applications including ADP, Bloomberg and Thompson.
• Served on the 9/11 Disaster Recovery Team, which brought online a building from complete