OBJECTIVE:

• Goal driven professional with experience in fast - paced, high-tech environments requiring expertise in troubleshooting (both hardware and software), administration, maintenance, quality management, training and cost control. Highly effective in utilizing resources, improving processes, increasing quality and reducing costs.

PROFESSIONAL EXPERIENCE

Confidential

IT Support

Responsibilities:

• Handles imaging of Dell desktops 3060’s, preparation of WYSE thin client and performing thin client and Citrix related troubleshooting and Support.
• Follow defined process for builds and configure & Install hardware for MTA agency applications in accordance with tickets in Servicenow.
• Creation of Windows 10 images and Wyse Device image using SCCM for software distribution and performing a site assessment of various MTA locations within NYC.

Confidential

Deployment Technician

Responsibilities:

• Installed end user devices for a Windows 10 migration upgrade project at SHC.
• Deployed software packages via Microsoft SCCM (EPIC) medical records software and booting of the devices to confirm operation of devices which included approximately 4000 HP computers, 1000 additional computer monitors for specific PCs, 361 workstation on wheels, 1000 printers (label, wristband and prescription), 1513 monitor Arms, 1513 cable raceways, 1133 iPads, and 372 laser printers.

Confidential

IT Support Technician

Responsibilities:

• Provided hardware support for laptops, PC-based workstations servers; printers and network hardware.
• Provided software support for Windows 7/10 workstations, Windows Server 2008 through 2012 R2, Microsoft Office products, including OCS and Cisco AnyConnect VPN.
• Provided concierge style white glove technical support to C-Level executives and senior personnel in accordance with ITIL best practices.
• Documented all issues and their resolution via BMC Track-it ticketing system.
• Managed hardware upgrades and repairs (in and out of warranty) for fleet of laptop computers.
• Managed Windows Active Directory, exchange logins, managed security group policies.
• Participated in annual budgeting projections and management of quarterly expenditures.
• Travel to in-house training workshops to provide support to perform maintenance and upgrades on equipment.
• Participated in a rotating schedule to respond to on call after-hours emergency support calls.

Confidential

Desktop Support/Junior System Administrator

Responsibilities:

• Maintained Tier 1 and 2 support for Windows 10 users in the Bangkok and Kolkata office using Desktop Central remote tool, Webroot and assisted users with Microsoft Surface devices.
• Hosted ServiceDesk service engine administration and Microsoft Office 365 services.
• Granted permissions on user’s accounts and file transfers via NAS QNAP server.
• Trained 50-100 users on Windows 10 and Microsoft Office 365 software.
• Provided Etoolz chat client support to monitor chat rooms and respond to users regarding questions with various types of orders through the Learning Management System console.
• Used Squid database to research information regarding providing SR’s to customers.
• Created user support tickets and assisted in administrative projects and tasks as assigned.
• Implemented Supersalon CRM software with the 5.6.8 patch updates to improve stability and function commands for 1000+ salons using batch files executables.
• Responded to level 1 support calls, e-mails and handled phone support with salon staff via Slack, Jabber and Zoiper communication clients.
• Maintained an Excel database and performed quality assurance of the salons that were upgraded throughout the migration process.

Confidential

Technical Adviser

Responsibilities:

• Provided consistent communication with clients and candidates using an ATS Micro J management system and reviewing job boards for potential candidates.
• Participated in industry trade associations to increase our presence within the local IT communities.
• Improved IT recruiting and potential candidate processes on the team and throughout RHT offices in the region.

Confidential

Support Technician

Responsibilities:

• Supported IT operations by resolving user related problems in AS400 and restoring service at CHLA and Custom Building Projects.
• Implemented sustainable changes to for improvements and monitored IT operations using state-of-the-art systems management tools.
• Investigated and recommended enhancements/upgrades to the IT infrastructure as required to support business objectives.

Confidential

IT Support Specialist

Responsibilities:

• Configured and troubleshot HP desktops, HP notebooks via Dell Kace, Macbooks, Android, Blackberry and IOS devices for internal partners and provided concierge style white glove C-level support for executives in accordance with SLA.
• Provided Tier 1/2 support and logged issues via Remedy ticketing system.
• Monitored all Symantec Exec backup tapes to ensure completion of weekly and monthly cycles at El Segundo AT&T data center through Iron Mountain storage procedures and verified operation of servers and checked error logs.
• Provided on call after hour assistance and assisted users with technical issues in the Los Angeles and El Segundo office via (LogMeIn) remote software.
• Launched video conference meetings with clients in remote offices with the use of Tandberg/Polycom VOIP systems and WebEx, Go to Meeting and Zoom.
• Provided IT support for display, keyboard, network connectivity for the Bloomberg terminal machine and supported Yardi and Capital IQ asset management software.