SUMMARY

• Natural leader experienced in driving great team successes by motivating team members to increase operational efficiency, and customer satisfaction.
• Excellent interpersonal skills, ability to work well with others, in both supervisory and support staff roles.
• Self - motivated, dependable IT Consultant committed to providing compassionate support while capitalizing on networking opportunities.

TECHNICAL SKILLS

• PC's and Compatibles
• Intel Based Servers
• Compaq Proliant and Dell Servers Hardware
• HP and Compaq RAID Hardware
• MAC
• DEC
• HP and IBM Intel and Unix Servers
• Windows 3.1/3, 2000/XP/Vista/Win7/Win8
• Windows NT Workstation and Server
• FTP
• Ethernet
• MS Exchange Server 5.5, 2000, 2003 Citrix Met frame
• Server and Client
• NT DOS Command Controls
• Sun UNIX
• AIX
• UNIX
• TCP/IP
• WINS
• DHCP, DNS, NDS, SMS, and NetBIOS
• Hubs
• Microsoft Imaging
• Avaya
• Encrypting and Decrypting of Tablets
• Xerox printer support
• Active directory
• PC Anywhere
• Remedy
• Track-It
• Service Request
• SAP
• Sharepoint
• MS Office 2010, 2012, 2013, 2016
• VMWare
• VSphere Client
• Microsoft Baseline
• Security Analyzer 2.2
• Adobe
• MS Project
• VBScript
• WinFax
• Openfire
• Pro-Watch
• Fax-Exchange
• Symantec/Norton Anti-virus for Exchange server
• McAfee Anti-Virus
• Barracuda
• SCCM
• CA Unicenter
• 2000, 2003, 2008 2012 Server
• Partition Magic
• RPG
• Visual Basic
• PeopleSoft
• Microsoft Project
• Saperion
• SAP Front end
• HP Open view
• AIX Unix
• Solaris
• Hyper-V Manager
• Deltek
• AutoCAD

PROFESSIONAL EXPERIENCE

Engineer

Confidential - Ewing, NJ

Responsibilities:

• Acted as liaison between the Confidential operations team and the Customers operational personnel
• Support the day-to-day field service and repairs operation in order to maintain compliance to the Customers contract requirements
• Remain cognizant of all activities involving the Customer(s) in order to represent/protect Confidential interests
• Provide/manage hardware and software support and maintenance
• Coordinate the help desk calls for Level 1 and 2 and initiate Level 3 support, if required, to insure contract compliance for response time of the Customers
• Responsible for contributing to weekly and monthly reporting as defined by the Supervisor
• Control/manage consumable and spare parts inventory at levels described in the Contract and as needed to maintain operations cost effectively
• Participate in establishing and assume ownership of performance goals
• Support other Customer programs as required
• Responsible for overseeing the maintenance and repair of all field equipment including computers, cameras, printers, UPS, signature pads, and fingerprint capture units, and ensuring that company assets are tracked and safeguarded
• Manage / support the day to day operation in order to maintain contract compliance
• Responsible for any and all hardware and software upgrades to field equipment
• Responsible for designing and documenting all procedures used in the maintenance, repair, and upgrading of all field equipment
• Interface with principles and support personnel at Confidential for the diagnosis and repair of problems with field equipment hardware and software
• Assist in continuous improvement initiatives intended to improve performance to the customer and cost savings to Confidential
• Support other State and Federal programs as required
• Willing and able to take the initiative and be proactive to fix issues before they create any problems
• Willingness to travel long distances on a daily basis (in-state driving, overnight stays, occasional out of state travel)
• Willingness to be on-call (beeper/cell phone)
• Ability to vary work hours to meet customer commitments
• Updated quality control standard methods and procedures to meet customer SLA and compliance requirements

Access Control Analyst

Confidential - West Trenton, NJ

Responsibilities:

• Created and Analyzed Security Reports using the established tool set
• Confer with managers, sales teams and engineering personnel to revise plans and achieve demanding targets
• Decommission all accounts for termed employees and contractors
• Performed technical task (account management and other Active Directory related tasks)
• Assisted in the development and maintenance of Access Control related process and procedures
• Operated within the established Information Security Policies for all security requests

Support Specialist

Confidential - New York, NY

Responsibilities:

• Configured Casper and deployed package applications in corporate environment
• Monitored and responds quickly and effectively to requests received through IT help desk tracking software
• Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
• Assisted with on boarding of new users and worked independently to research, install, test, and configure new workstations, peripheral equipment and software
• Performed systems upgrades and maintenance including Retail Pro POS, ACME POS, Great Plains Financial, Salesforce, TMS (Gallery Systems), and Aleph Library Cataloging
• Managed all printer and copier hardware and liaised with vendors

Support Specialist

Confidential - Hopewell, NJ

Responsibilities:

• Evaluated documented resolutions and analyzed trends for ways to prevent future problems
• Proficient in Athena, Aprima, HBOC, TeleTracking, NTT and other software as permitted
• Field incoming help requests from end users via both telephone and work orders in a courteous manner
• Documented all pertinent end user's identification information, including name, department, contact information and nature of problem or issue
• Built rapport and elicit problem details from help desk customers
• Prioritized problems and escalated problems (when required) to the appropriately experienced technician
• Recorded, tracked, and documented the help desk request problem-solving process, including all successful and unsuccessful decisions made and action taken through to the final resolution
• Applied diagnostic utilities to aid in troubleshooting
• Accessed software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in problem resolution
• Identified and learned appropriate software and hardware used and supported by organization
• Performed hands-on fixes at desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Installed, repaired and maintained multi-vendor systems to include Dell, HP and Xerox printers
• Tested fixes to ensure problem has been adequately resolved
• Performed post-resolution follow ups to help requests
• Developed help sheets and knowledge base articles for end users
• Performed related duties consistent with scope and intent of the position
• Sound technical knowledge of Apple's Pro applications and electronics products
• Ability to survive in sales driven and competitive environments
• Proficient with usage, servicing and troubleshooting procedures
• Served as first point of contact for customers needing assistance or tuning up new services
• Installed network gear, servers, and cabling to meet customer and company needs
• Setup work stations and data backups

Deskside Support

Confidential - Trenton, NJ

Responsibilities:

• Installed and configured IT equipment such as printers, desktop workstations, laptops etc
• Coordinated all computer installs and configurations and provided hands on support to the users in resolving issues with computer software, hardware, printer, application and network; performed desktop imaging, deployment of computers and computer drive encryption
• Trouble shoot and resolved issues including hard drive failures, software problems, system upgrades, password resets, account setups, and connectivity issues
• Managed day-to-day administration functions utilizing Active Directory to facilitate address log-issues and manage use access
• Installed and trouble shoot Microsoft Office 365 for hundreds of state employees
• Provided training to end users on the use of new and specialized applications, Departmental software and peripherals needed to perform specialized services
• Performed Network Security unit in assuring that equipment is set up in accordance with Departmental security standards
• Provided technical support and troubleshoot connectivity and access issues on critical approved applications
• Provided guidance and direction for procuring software/hardware quotes according to requirements of NJ State M0003 contract