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System Support Resume

TECHNICAL SKILLS:

HARDWARE: HP/ Dell/Compaq Workstations and Servers, Compaq/HP/IBM/DELL Laptops and PC’s, Cisco Routers/Switches, IPad and Tablets, SIAC Wireless LAN/WAN and handheld Devices, Ethernet Switches/Hubs, Linksys - Cisco Routers,PBX’s, Wi-Fi routers and wireless NIC’s, Ethernet cards, and All Blackberry’s models. Telco cabling schemes, data center cable wiring layout and D-mark T1/T3 platforms.

SOFTWARE: SCCM 2012 and Altiris, Service Now, ARS and Active Directory, Windows Server, All versions of Windows Desktop OS Platforms / Windows Server Datacenter/Advanced Server 2008/2012, MS SharePoint,Lansweeper, Varonis, Bloomberg, Royal Blue Fidessa, BRASS, ADP, Reuters, Reuters 3000 Xtra, Trading Technologies, and Bloomberg.BYOD/GOOD, Remedy Helpdesk tracking/ticketing tool ver. 5.01, IManage, Lotus Notes 7.5/8.5, Citrix, MS Terminal Server, Patch Cable Management software,TCP/IP, WINS, DNS, DHCP, FTP/SFTP,VoIP, MOM, SMS, LDAP, HTML, VERITAS Net Backup/Management systems, MS Terminal Server, DAMEware, SCCM. Norton Ghost, Lotus Notes and Blackberry/BES.

PROFESSIONAL EXPERIENCE:

System Support

Confidential

Responsibilities:

  • Support over 200+ applications working with the helpdesk and desktop Support techs
  • To handle all calls ranging from Desktop to networking, LAN/WAN, servers and Applications
  • Manage tickets (Remedy) from the helpdesk, 2nd and 3rd level, backup, update or copy DB, and adding printers in windows and Apps. Check rights for access to DB, Groups, or files.
  • Manage Microsoft monthly Patch Tuesday, accept, Download and distribute to all managed pcs/laptops. Trained newly hired. Attend weekly and other department meetings, discussing current and future plans, applications, support company standards.
  • Manage all requests for new applications with the Architecture and Security departments for compliance and company Guidelines.
  • Use Altiris and SCCM to deploy software to users and install Microsoft Patch Tuesday.
  • Work with all departs to coordinate add/move/change/update of software and hardware.
  • Work on new technologies for upgrade and replacement. Use MobileIron to manage smart devices.

Desktop Support Tech

Confidential

Responsibilities:

  • Work closely with the Site Support Manager to ensure high levels of user satisfaction with support services offered. Provide day-to-day IT support of firm operations.
  • Respond to and resolve calls escalated from the Help Desk. Utilization of call tracking system to track all reported problems.
  • Perform maintenance of IT equipment as needed. Identify new Information Technology needs.
  • Work closely with National IT staff to, fasilitate in issue resolution.
  • Participate in National IT projects as needed. Participate in the deployment of new technologies in the local office.
  • Participate in the ongoing maintenance and upgrades of IT infrastructure and end user equipment in local office to minimize unplanned system downtime.
  • Perform backup operations, and media storage, in accordance with National standards. Maintain data for local office in National IT equipment and software inventory systems.

Sr.IT Analyst

Confidential, Greenwich, CT

Responsibilities:

  • Managing tickets for ongoing performance improvement opportunities and reduction of endpoint incidents.
  • Providing effective management of all user support issues through Microsoft planner support ticketing, document all change management requests and procedures; manage end user hardware and software inventory.
  • Responsible of providing weekly reports of IT performance to senior Managers.
  • Efficiently handle and prioritize multiple project development and implementation project plans and technologies aligned with customer requests.
  • Capitalize on industry expertise in delivering projects that require server hardware, peripheral installation, and major technical projects evaluation such as offsite projects.
  • Render hands-on leadership and support to various offices in completing special.
  • Manage all records of video conferences and meetings by utilizing the Conference Technology Manager System.
  • Actively participate in video conferencing and web meetings through WebEx, Microsoft Live and Sound Path.
  • Ensure seamless and cost-efficient IT operation and superior client satisfaction by maintaining quality control and records to improve IT support productivity and maximize business value.
  • Keep abreast with new technologies and project future needs to meet capacity planning and negotiate hardware and software purchases and contracts.

Technical Support Consultant

Confidential, New York, NY

Responsibilities:

  • Primary responsibilities where application support and deploying all Desktops \ Laptops
  • Supported ARS and Active Directory, set up client network account.
  • Supported Windows Exchange 2013 Server, set up client E-mail account.
  • Primary lead for system security updates/patch deployments for over 1500 workstations
  • Supporting remote sites/offices and executive support, including Managing Directors,
  • Actively participated in SCCM 2007 to SCCM 2012 migration and CM client deployments
  • Successfully facilitated the migration of over 900 XP based desktop \ Laptops to Windows 7x64.
  • Worked with the A\V Team on all Audio-Visual Operations.

Technical Support Consultant

Confidential, New York, NY

Responsibilities:

  • Performed network administration functions, set up user accounts/permissions, and administered group policies and Active Directory.
  • Install, configure, maintain, and support all hardware and software within the Firm network.
  • Write Standard Operating Procedures (S.O.P.).
  • Provide support in the areas of Microsoft Office Suite, Outlooks and various web browsers, Windows Servers, XP, Win7, Exchange, O Cloud, Active Directory, Security, LAN, Blackberry Servers, Web Sites, Antivirus, Firewall, GroupWise, Novel, Windows ( 7 ), Citrix, LAN, Web Sites, Antivirus and Firewalls

Executive Support Consultant

Confidential, New York

Responsibilities:

  • Answered high volume of call, handling easy to difficult tasks with technical issues on Windows Operating System,
  • Supported various Antivirus programs such as Symantec, McAfee, and Barracuda.
  • Supported network issues such as Internet, Intranet, WiFi connection, LAN Outlets, Switches, etc.
  • For Network issues, collaborated with NOC Team for Server side support.

Technical Support Consultant

Confidential, New York, NY

Responsibilities:

  • Build and image desktop and laptops.
  • Manage team’s work order queue.
  • Make “first contact” with users to user’s problem or to clarify request and obtain additional detail.
  • Guide and educate off-site Level 1and 2 Helpdesk support.
  • Maintain department wiki and knowledgebase.
  • Provide coordination and support lead for new remote office sites.

Technical Support Consultant

Confidential, New York, NY

Responsibilities:

  • Acted as point person for Support Management, Configuration Management and Service Desk activities, such as CA Service Desk Manager ensuring high level customer service complying with ITIL-based processes
  • Provide support to the firm’s Windows 7 migration on all company desktops and laptops
  • Configure and install updates according to company standards
  • Train personnel and managers on Help Desk and configuration management procedures

Confidential, New York, NY

Technical Consultant

Responsibilities:

  • Provided technical assistance and prompt, professional customer service to over 750 users in the law firm environment
  • Set-up, configure desktop, and laptop for remote access thru IPASS, VPN, and Citrix
  • Maintained inventory and setup of loaner laptops.

Confidential, New York, NY

Service Desk Analyst

Responsibilities:

  • Provided desktop, laptop and printer support for a 5,000+ legal user environment distributed over 22 domestic and international offices
  • Moved e-mail accounts when requested using Microsoft Exchange ensuring timely and appropriate follow up
  • Tested and evaluated new applications, hardware and updates of existing products
  • Worked closely with call center to identify problem scope and escalate IT service outages

Confidential, Brooklyn, NY

IT Support Consultant

Responsibilities:

  • Provided desktop, laptop and printer support over the phone or via e-mail for a 7,000+ user environment.
  • Troubleshot medcarts, flocarts and wireless configurations installing applications as needed, including QuadraMed and BedBoard
  • Managed virus updates and scans via remote desktop
  • Performed Neoware Thin Client configuration including execution of auto-logon scripts; conducted Atheros wireless card configurations for connection to wi-fi network kchc-d.

Confidential, New York, NY

Technical Support Consultant

Responsibilities:

  • Worked very closely with the VA management team.
  • Installed and configured desktops and printers.
  • Provided TrackIt reports and analyzed trends to make recommendations to management.
  • Updated and kept track of work orders compliance in accordance with business Service Level Agreements.
  • Took primary responsibility for Track-it (ticket creation/ tracking) database
  • Assisted the other members of the Information Technology Department in planning and carrying out technical projects.
  • Setup a temp Law Firm command station offsite.
  • Setup and deployed 48 desktops, 7 laptops, 3 Cisco Wireless Access Points, 3 Networks, 2 HS MFC HP Laser Jet printers and 8 HP Laser Jet 4350 printers.

Confidential, New York, NY

Technical Support Analyst

Responsibilities:

  • Provided desktop, laptop and printer support over the phone or via e-mail for a 2,000+ legal users\ environment distributed over 4 domestic offices.
  • Prepared, installed, maintained, and supported the firm’s video conferencing and related technologies.
  • Created documentation and manuals for supported software packages.
  • Configured laptops for SRA and other packages enabling staff to work remotely

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