SUMMARY

To contribute 25+ years of PC build, hardware and software installation, repair and desktop support of Windows through 8.1, 12+ years Network experience to be applied in a ‘best practice situation’ for the continued growth of the company. A+, MCP (NT 4.0) certified

TECHNICAL SKILLS

• Microsoft Operating Systems DOS 2.0 to windows 8.1
• Microsoft Office to Office 2013 / O365
• MAC to 10.x

PROFESSIONAL EXPERIENCE

Help Desk Analyst

Confidential, Eldersburg, MD

Responsibilities:

• First and second level Help Desk support via telephone or email for hardware, software, connectivity, and product specific incidents or work requests.
• Provide real time ticket entry and effective communications between customers and Confidential ’s Confidential .
• Provide support for Information Systems and telecommunications, including both hardware and software problems.
• Refers unresolved problems to the appropriate IS staff for resolution and escalation.
• Work at a high level independently, utilizing other resources with good judgment
• Work closely with Help Desk and Network Engineering groups to bring issues to a successful resolution
• Demonstrate high initiative and ownership of issues related to our clients
• Provide responsive and quality support with excellent proactive follow up communication
• Create client loyalty by delivering superior customer service
• Excellent communication skills - - both written and verbal
• High level, polished customer and relationship management skills, with the ability to make customers feel great about their support experience regardless of the outcome
• Logically understand and troubleshoot technical issues with solid Networking Fundamentals
• Expert level of knowledge with Microsoft Windows XP/Vista/7, Microsoft Outlook and the Office Suite
• Working Knowledge of Microsoft Exchange 2003/2007, Microsoft Server 2003/2008, mobile devices, and Citrix
• Complete Incident Lifecycle Management Skills and follow through are essential

Tier 2 IS&T Analyst

Confidential, Baltimore, MD

Responsibilities:

• Supporting the migration of 9 hospitals purchased by University of Maryland Medical System in to their active directory networking services.
• Checking PC’s at each of the site locations as well as satellite facilities to verify PC setup; services are set correctly; process batch files created for the migration and doing inventory of all machines processed. During the contract I processed 830 PC’s over the 6 month contract.

Double Agent / Covert Agent

Confidential, Minneapolis, MN

Responsibilities:

• 24 hour support In-Home and In-Office and remote support of PC’s and MAC’s, networking, printers, and other digital peripherals.
• Installation, upgrade, Repair of Windows from XP through 8.1.
• Infection removal (including Viruses, Malware and spyware.
• PC and MAC training.
• Working with general public in age ranges up to 92 years and technical abilities from novice to experienced.

Tier 2 Desktop Support Technician

Confidential, East Windsor, NJ

Responsibilities:

• Provides technical assistance to the Help Desk Support Center
• Assists in analyzing and resolving complex technical and non-technical problems
• Analyzing problem trends and implementing permanent hardware & software solutions
• Reviews application systems for improvement and making recommendations* Proven support skills of Microsoft Outlook, and Microsoft o ffi ce in a multinational, worldwide network
• Proven skills in network protocol and the tools that monitor the network flow Lawson applications and support knowledge
• Performs off-site problem resolving related to customer needs* Proven excellent written and verbal communication skills
• 93% first 1st level resolution* provides global user support for mission critical applications

Consultant

Confidential, Marlton, NJ

Responsibilities:

• Managed computer systems and servers
• Built, upgraded and managed servers and client PC's for company's home office operations as well as client companies serviced by ASCI
• Managed email server for home office and client companies serviced* Implemented 'secure and good practice' policies for systems security and email server management
• Coordinated and assisted in training of subordinate personnel.
• Assignment: LOGIX Communications Confidential Systems Administrator -
• Remote network trouble shooting for a Long distance Equipment Carrier (LEC) initiating Internet Service Provider (ISP) services, with offices in Oklahoma and Texas
• Diagnosed and corrected network and application problems including* Microsoft Exchange e-mail services
• DNS services
• Basic router issues for remote support of clients
• Created and maintained assignments of customer's:
• User ID
• Email
• Password
• Interfaced with clients to track and provide status of trouble calls.

Confidential, Pennsauken, NJ

Systems Administrator

Responsibilities:

• Pro actively monitored the GE global network infrastructure providing 24x7Support sing a detailed tracking system for all customers, to continually verify dedicated line connections and trouble shoot potential problems before they reach the customer.
• Managed high security mail listings for casino's and private industry Created procedures and policies resulting in a 'ZERO WASTE' implementation resulting in increased output volume and sales of services.

Computer Operations Manager

Confidential, Roebling, NJ

• Installed and maintained hardware and software for private individuals and small businesses.

PC system and operation Instructor

Confidential, Bordentown, NJ

Responsibilities:

• Instructed mentally and physically handicapped adults in the use of PC's and associated software to prepare them for professional work environments.

Director of Computer Operations

Confidential, Fairfax, VA

Responsibilities:

• Created, and produced sales flyers for national distribution to automotive stores for increased sales of product
• Remotely managed daily operations of Help Desk including
• Desktop Publishing
• Word processing
• Hardware and software installation
• Modem transfers of data
• Laser type setting

General Laborer

Confidential, Florence, NJ

Responsibilities:

• Created procedures for best safety practices and time management for second shift processing reclamation services for steel pipe manufacturing plant resulting in greater productivity and less injuries reported
• Maintenance and support of systems in a spun - steel pipe manufacturing plant including:
• Electrical
• Hydraulic
• Mechanical