SUMMARY

• Certified Customer Support Specialist wif extensive experience in providing Hardware & Software solutions/Technical support/Network support in an enterprise setup.
• Strong experience in troubleshooting, resolving and documenting user help requests for desktops, laptops, printers, mobile and other peripherals.
• Extensive experience supporting both Windows and IOS environments including Microsoft Windows Client or Server releases 3.11 - 2003, XP, Vista, Windows 7 & 10, OSX Yosemite & Lion, Confidential iPhone & iPad IOS 11.0.1 to 12.1, Microsoft 2003 SQL Server, Exchange 2003-2008.
• Proficiency: Technical Troubleshooting, End User Training, Virus Detection Removal & Prevention, IT Infrastructure & Performance Tuning, System Upgrades & Optimization, Network - Data & Physical Infrastructure Security, Backup & Recovery Solutions, Technical & User Documentation.
• Good experience resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
• Skilled problem-solver having ability to communicate wif users at all levels of technical proficiency.

TECHNICAL SKILLS

• Desktop and laptop repair
• Active Directory Admin
• Secure VPN configuration
• Virtualization
• Internal components installation
• Software libraries maintenance
• Internet setup and repair
• Security Software Tools
• Mobile data devices installation
• File transfer via Cloud expert
• Routing protocols noledge

Applications

Windows Server 2003/2008, Windows XP 7 & 10, Confidential OSX Yosemite, Linux. Dameware, Citrix Zen Desktop and Log me in Remote Desktop, APS, Mikogo, Bomgar, Active Directory Management, MS SharePoint, MS Office, MS project, MS Visio, SMS, Group Policy Objects, VB Script, ADSI, COGNOS, Perl, WMI, .Net, VMWare ESX, Lotus 123, Corel Suite, SW-Soft Virtuozzo, MySQL, MS-SQL 2000/2005, Plesk Control Panel, Solidworks, CAD, Maya, Lightwave, Blackberry Enterprise Server. Adobe Creative Suite CS5, Confidential Cocoa Touch API, Confidential Objective C, Confidential iLog

Hardware

Sony / Dell / HP desktop including all internal pcb. Macintosh iMac G5’s and PowerBook Pro’s. iPhone & iPad. Motorola DSL and cable modems. HP/Ricoh /Savin desktops and industrial-size laser printers. IBM / HP / Dell /Compaq servers, Cisco routers. Cat 5 cabling for computers and networking for Avaya and Cisco IP phones. IP Cop & Sonic wall firewalls, switches (managed/unmanaged), hubs, bridges, NIC’s, WAP’s

PROFESSIONAL EXPERIENCE

Company: Confidential

Title: Systems Technician Level 3

Responsibilities

• Troubleshoot and perform technical assistance for hardware, software, and computer systems; coordinates repairs in a time efficient manner to minimize disruption in system utility
• Answers calls, emails, and screens support ticket queues. Installs new hardware, software and upgrades utilizing stand alone, on-line, and/or remote environment systems.
• Provides technical support for various software / hardware technologies and applications including but not limited to: laptop computers, desktop computers, tablet computers, electronic peripheral devices, Body Worn Cameras (BWC), video editing and redaction, CCTV systems, In-car video systems, interview room camera systems, Conducted Electrical Weapons (CEW), mobile/portable/stationary radios and radio systems, and proprietary software/hardware systems
• Configure and support agency level access and permissions through the management of user accounts, user groups and user rights, Active Directory.
• Troubleshooting of Fire Department, Law Enforment, Jail Operation, & Courts software and utilities such a OSSI/MCT/SMS/RMS, Premier One, JMS, CAD, DAVID,WTS,CCIS,ASK,AFIS,CCIS.

Company: Confidential, Juno Beach, FL

Title: Tier 3 Help Desk / Mobile Device Consultant

Responsibilities

• Assisted wif companywide Fossil, Solar, Wind & Nuclear engineering teams from multiple sites wif device and application troubleshooting.
• Migrated 3000+ user enrollments to Maas360 MDM SAS environment.
• Provisioned device users from Active Directory environment.
• Responsible for Mobile device management of over 3000+ iOS devices wifin a IBM Maas360 MDM platform.
• Enrolled and provisioned all device profiles to meet wif FPL INFOSEC requirements.
• Provided in house iOS application support, including bug reporting and general troubleshooting wif end users.

Company: Confidential, Mesa, AZ

Title: IT Deployment Technician & Tier 2 Help Desk

Responsibilities

• Responsible for maintaining, troubleshooting, upgrading, installing, imaging and deploying all corporate Desktops, Laptops, Printers, Network Routers, switches, servers & Firewalls including VPN connectivity.
• Designed, installed & supported functionality of all LAN, WAN and Wireless networks.
• Maintained all network security systems, procedures and IT inventory records for all networking equipment.
• Developed network device security processes and procedures that allowed for federal compliance of HIPAA, RHBA, State and Federal regulations.
• Performed server/switch maintenance to monitor integrity and security of all servers, printers, copiers, and software used by Confidential Bridges staff.
• Assisted in basic troubleshooting and configuration of AVAYA phone networks and servers.
• Developed and implemented all patient care networked devices security protocols for that comply wif HIPAA, RHBA, state and federal regulations.
• Implemented & supported the functionality of all onsite Security Access Control and Camera based security systems.
• Prepared testing and implementation plans & established test criteria for patient record databases, to ensure all program modules and outputs for assigned projects are tested for completeness
• Created tracking logs to document all security changes for network attached patient care devices.
• Interacted wif hardware vendors, contractors and service providers for equipment, software or service level compliance.

Company: Confidential, Fort Lauderdale, FL

Title: IT Support Specialist & Tier 2 Help-desk Technician

Responsibilities

• Closed 95% of trouble tickets on the first call wifout escalation.
• Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
• Achieved a user satisfaction rating of 4.9/5.0 (14% higher TEMPthan average).
• Consistently logged and monitored ticket status to ensure fast and quality resolution of every issue.
• Set up secure Wi-Fi, LAN and VoIP networks at remote locations.
• Led client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.
• Responsible for Active Directory and Physical Network Management, also VMware Server & Thin Client Administration.

Company: Confidential, Miami, FL

Title: Confidential Hardware & Mobile Device Technician

Responsibilities

• Responsible for support of all Confidential I/OS and OSX devices including iPads, iPhone, iMacs, PowerBooks, MacBook Air.
• Imaged 600 iPads & iPhones to be deployed to company employees.
• Batch configured 200 new Mac laptops & desktops running Mac OS-X - Sierra and Yosimete. Provided expedient resolution to trouble tickets via onsite visits.
• Managed IT phone support lines & service counter. Included resolving Mac & PC issues, including all hardware repair & bench test diagnostics.
• Other responsibilities included out of box setups for company specific configuration of over 600 iPad. Maintained hardware inventory control and asset tracking via identification tags. Served as onsite repair.
• lead & on call help desk technician for various hardware break fix issues for both Mac & PC assets.

Company: Confidential, Boca Raton, FL

Title: Help Desk Specialist & IT Field Repair Tech (Level 3)

Responsibilities

• Responsible for all the PC and Mac maintenance and repair.
• Set up Racks wif standard IT Industry OS's & Apps such as: SUSE Linux, Apache, Windows 2003/2008, 2010, Citrix Zen Desktop, OS/X Server, 2003 SQL Server, Exchange 2003, VM Ware Server, Cisco VOIP Control Suite, Symantec Security & Backup Console.
• Maintained a sense of urgency, while dealing wif multiple tasks.
• Resolved all IT service orders & repair request tickets to ensure that employees or customers issues were resolved as quickly as possible.
• Responsible for server repair & maintenance of multiple Corporate Server farms.
• Maintained hardware inventory control and asset tracking via identification tags for check in/out of company inventory.
• Performed Out of box setup and deployment of company I pad's, I phone's and Blackberry Mobile Devices. Batch install of custom device ROMs.
• Imaged and flashed all I/OS & Android devices, wif custom & secure O/S & a job specific application Suites.
• Deployed Multiple (Department Specific) versions of the Pre-Loaded mobile application software & profile packages, via secure Cloud file repository.

Client: Confidential Inc, Phoenix, AZ

Title: Confidential Macintosh IOS Senior Product Advisor (Level 3)

Responsibilities

• Served as team leader and level 3 help desk adviser for Confidential . Inc CPU and pro applications support team.
• Analyzed and resolved a wide variety of complex technical customer issues that are escalated by level 1 and 2 agents.
• Provided diagnostic support over phone for all OSX & IOS devices for corporate iPhone and iPad development teams.
• Set up warranty repair orders, for the complete Confidential hardware and software line.
• Provided resolution of escalated issues to specific Mac departments.

Confidential, Fort Huachuca, AZ

Title: Intelligence Collector

35m MOS & IS-IT Technician

Responsibilities

• Responsible for troubleshooting, upgrading, imaging and deploying all Desktops, Laptops and Printers.
• Provided support for LAN, WAN and Wireless networks.
• Served as "go-to" person (subject matter expert) for immediate resolution of a DOD multi OS IT environment.
• Led the DOD-IBS (Integrated Battlefield System) installation team in resolving chronic in field equipment systems malfunctions.
• Accountable for all Communications Security (COMSEC) systems and equipment upkeep and maintenance.
• Onsite & on-call IT technician for any hardware, software and technical issues.
• Assisted battalion computer systems technicians in achieving an 84.9% 8-hour fix rate in FY 05, compared wif the standard of 79%.