SUMMARY

• Knowledge of networked environments obtained from positions in Military, Educational Publishing, Health, Communication, Legal, Financial and Audit Services. Professional, flexible, creative, and service - oriented.
• Offering a unique combination of creativity and analytical skill with the ability to assess both vantage points to create Cost-effective Solutions for internal and external clients. Adept in Fostering Interrelations between Stakeholders that Increases Productivity and Efficient results.

TECHNICAL SKILLS

Networks: OSI Model, FTP, VPN, Firewalls, WinVNC, POP3, SMTP, IMAP, Dial-up, TCP/IP, Cat5E, Routers, Hubs, Switches, DSL, HTTP, Telco, Fiber Optics Site Surveys, Wireless, DNS.

Applications: Alteris, MS Office Suite +, Outlook, Lotus Notes, Exchange, Active Directory, Anti-Virus, Photoshop, FTP, Portals, Google Apps, SCCM, Duo Two Point Authentication, RSA, Altiris, VDI. Jabber

Operating Systems: Windows XP, Vista, Windows 7, 8, 10. Android and IOS

Related Fields and Interest: Microsoft Technet, Call Center/Tracking/Documentation, Backups/Restores, Hardware Assembly, Admin, Move Add Change, Troubleshooting/Resolution, Laptops/Desktops, Cabling, Security Patches. Special Projects, Roll-outs, Hardware Refresh. Call Center / Support Center / Helpdesk / Tech Support, After hours / weekend remote support. WYSE. Thin/Thick Clients

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support

Responsibilities:

• Client Services Technology is a face-to-face client-focused support team that works closely with all IT counterparts, as well as the business, to ensure that technology is consumed seamlessly by all stakeholders. These roles are from Level 2 to level 3 desktop support roles suited for candidates with strong technical skills and an exceptionally strong service orientated approach.
• Windows 10 VDI Migration - Planning, Testing (UAT), Pre and Post Migration Support until Business as Usual (BAU).
• Citrix Director 7.15.0 Build 82 + VMWare vSphere.
• Windows 7 to Windows 10 VDI Migration to include pre-qualification of Vertical and Horizontal Applications as per business group requirements (Metal to Virtual).

Confidential

Field Engineer

Responsibilities:

• Mobile Devices & MDM tools - BES, AirWatch, etc.
• Remote Secure Authorization experience, such as RSA
• Imaging desktops - Symantec Ghost / Spyware/Malware removal tools
• Excel integration with Bloomberg, Reuters/ Cisco VoIP telephony.
• Migration/data recovery Blackberry, iPhone, Android.
• Response to trouble tickets using the trouble ticketing system (Remedy / ServiceNow).
• Handling of escalation issues from level one support.
• Deployment and troubleshooting of software and hardware.
• Assisting users and developers of various enterprise application software products.
• Inventory Control and Asset Management. (Service Now Asset Manager)
• Works closely with various IT and business groups to promote adherence to policies.
• Act responsibly as a representative of the firm's Corporate IT Support department.
• Evaluates and prioritizes help desk support calls and affectively escalates and documents all support.
• Acts as Level I and II resource for all Infrastructure needs (end-user support, telecom support, network support).
• Create, update, and maintain Operational IT policies and procedures.
• Participate and maintain the ITIL- like change control process.
• Prepared HP T730 Thin Client by connecting to network and downloading Non-Persistent VDI Images for select Test users.
• Configured WYSE Machines for User by pointing to WYSE Machine Servers, Network, and Display Settings in the event a Dual Monitor is required.
• Provided Off Hour and Weekend support assisting user in connecting remotely via VPN, ensuring user offsite device has the supporting requirements for Remote Connection.
• Guided First Time Users RSA Token with Pin Generation and liaising with Helpdesk RSA Admin if user requires assistance in resetting their pins if user is locked out.
• Supported Remote users in downloading Citrix. ica client from Citrix site, assisting user in logging to their work PC utilizing Remote Desktop Connection via a Citrix client. Ensuring users are added to the Remote Desktop Group of the desired PC. Remotely restarting PC’s via Altiris if user remote session is not responding.
• Utilized Team Viewer to Remote Connect to user device alleviating user stress from troubleshooting fatigue and contributing to a timely solution delivery and High consistent support success rates.

Confidential

Desktop Support

Responsibilities:

• Maintain, analyze, and troubleshoot hardware and software issues in an office setting of about 300 users.
• Document, maintain, upgrade or replace hardware and software systems in a corporate environment.
• Relied on high-level functional and practical troubleshooting ability for all software applications troubleshooting in a Windows 7/Office 2013 environment.
• Performed all levels of installation and support of laptops, printers, and BYOD IOS and Android Mobile devices.
• Supported and maintained user account information including rights, security and systems groups.
• Performed Audio, Video and, Presentation and Support of High-Profile Executives.
• Performed Refresh and Imaging task for devices reaching Life Cycle Retirement on Lenovo laptop environment.
• Performed Asset and Incident Management on Remedy Ticketing system.
• VPN (Cisco), RSA, Remote user support, InTunes, Airwatch, Active Directory, Remedy, Creston, CrashPlan (Backup/Recovery), Office365 (Cloud Productivity Suite), Malwarebytes, Microsoft Security Essentials.

Confidential

Team Lead Desktop Support

Responsibilities:

• Team Lead Tech Refresh which consisted of imaging (300) new Laptops making sure all updates are complete and user specific applications and data are installed via SCCM.
• Provided overflow of support with Tier I issues, as well as supporting Desktop Engineers with project-based work.
• Recognize common patterns in cases to uncover related and new problems.
• Assist and coordinate implementation of OS updates, software upgrades or installs, security patches, clean/remove malware.
• Setup new hires and transfers: configure desktop/laptops, printer access, email, and educate new users on IT processes.
• Administered alternative desktop solutions such as Virtual desktop and terminal servers and configure remote access devices.
• Installed and troubleshoot patches, hardware, software, network, and printing issues on multiple types of devices.
• Utilized Active Directory, MS Office suite, remote tools, and Operating Systems, Windows 7, Windows 8.1 and SCCM Console/Client to perform administrative task.
• Adapted and learned new technologies while working in a fast-paced environment.
• Utilized excellent organizational skills with emphasis on detail and follow up using excellent written and oral communication protocols.