TECHNICAL SKILLS

Software: Windows XP,7, 8 10, Apple iOS, Internet Explorer, Google Chrome, A+, N+, UNIX, Solaris, Active Directory, Bit - Locker, Mobile Iron, VMWARE MDM, Change Gear, AD AuditRemote Session Bombgar, Dame Ware, Team Viewer, Remote DesktopTicketing System Service Now, Altiris, Remedy, Track it, Change Gear.

Telephones: VOIP, Avaya Telecom system, Meridian Telecom (basic knowledge)

Switches: Familiar with Cisco switches SF 300,200, and 3560

IT Network Cabinets: Logistic infrastructure.

Mobile Devices: Basic knowledge of Android Galaxy J7, A10e, Note 7 - 9, and iPhones 7,8,10 and Ipad, Ipad pro, Surface Pro 2 - 6. Surface Books, Thinkpad x1 Carbons, 500 series, 400 series.

Ethernet Cables: Berk-Tek Cable, Seamens, Ortronics, Cat 5, Cat 5e, and Cat 6A Fiber connectors, Install and Add HP Printers/Fax LexMark, Ricoh, LaserJet

Fluke equipment: Pro Toner & Probe, LinkWare Stats, Fluke DTX 1800-M Cable Analyzer

PROFESSIONAL EXPERIENCE

Help Desk/Desktop Support

Confidential

Responsibilities:

• Provide excellent customer service to over 1800 end users spread throughout 35 sites in the tri - state area.
• Assist with level 1 & 2 issues and assist with any/all major outages within the organization
• Provide break/fix solutions to all end user technical issues for PC’s, NW devices (ie. printers) WiFi router, VOIP switches, phones, any/all mobile devices.
• Creating new policies and procedures for the organization regarding the new Airwatch MDM software for all mobile devices.
• Providing configurations for mobile devices like Smart Phones (Androids/IOS), Tablets Ipad/Ipad Pro, MiFi, Surface Pros, and 500 Series, Carbon 1 Lenovo Laptops,
• Create Knowledge Base articles for cross training on common issues for the organization, within the Change Gear ticket system.
• Provide on-site support for headquarters with over 500 end users.
• Assist with conference set-up and troubleshooting, and maintenance of two sites daily.

Confidential

Customer Support Engineer

Responsibilities:

• Responsible for end user software restoration within a Windows 7/10 environment.
• Perform hardware deployment and break-fix issues for all new hire and existing end users.
• Able to relay and maintain constant communication with all end users and ensure that they have a clear concise understanding of their specified issues and provide any restoration time meeting all SLA’s timeframes.
• Act as a first point of contact for all remote users using Citrix Receiver and able to troubleshoot any/all basic CTX issues, with regard to the user staying connected to the environment.
• Responsible for setting up any/all mobile devices on site for all 300 end users, and provide any break/fix software resolutions for all BYOD members.
• Provide knowledge of usage for all end users utilizing Bloomberg Anywhere on their BYOB devices.

Confidential

Senior Desktop Support

Responsibilities:

• Provide strong customer service in fast paste environment 1000 local users and 200 field base users with hardware/software issues, all mobile devices (Iphones and Androids), all Network printers and remote tools.
• Able to identify & meet time sensitive SLA’s within Service now ticketing system. Provide excellent documentation end-to-end in relation to any/all software, hardware, related functionalities within the organization.
• Utilizing Altiris Software management for application deployment purposes.
• Team lead for corporate migration and merge between Allergen Pharmaceutical and Pfizer that involved the 1000 end users, and the 200 field base users spread throughout the nation.
• Installed and moved all IT related equipment for end users and assist with configuration to all end users preferences with software related applications.
• Performed maintenance and any/all software management utilizing daily restoration tools such as SCCM, Altiris Deployment Solution, Active Directory, and Marimba Software Packaging.

Confidential

Help Desk/Desktop Support

Responsibilities:

• Provide everyday trouble shoot usage for MS Windows XP, Windows 7, HP Net Work and Local printers, Apple iOS handheld devices (iPhones/iPads), and BlackBerry Smart Phones.
• Provide excellent restoration using extensive knowledge of Active Directory and restoration tools such as Ghost Image-X.
• Using Service Now ticketing system, give sufficient and detailed information regarding pre-existing tickets, or high priority issues as well.
• Able to identify, isolate and repair computer equipment indicating any and all wear, and tear as well as maintenance performances.
• Acted as the liaison for our 1st line of communication between end users and system, malfunctions, repairs, or updates.
• Provide excellent customer service and resolutions within short timeframes, for end users via face-to-face, telephone, or remote sessions using the following applications Bomgar and Dameware, and MS Remote Desktop.

Confidential

Helpdesk Technician

Responsibilities:

• Operated as help desk technician for the America’s team, this consisted of daily tickets from end user’s covering the western hemisphere of the world ie: North America, Canada, Camden Islands, Central American, and South America.
• Using ticketing system Service Now and Remedy, able to update, resolve, and escalate issues regarding end users PC, Laptops, or mobile devices (IPAD).
• Engaged in troubleshooting financial applications programs such as Margin Modeling Tool, EPIC, GFIS, Microsoft Word (Visio), GT&E, Active Directory, and other confidential applications utilized pre-approved end users.
• Handle all incoming calls pertaining to existing tickets, and pending new cases and resolving them within 72/hr SLA timeframe.