SUMMARY

Skilled Help Desk Technician wif 25 years of experience providing PC and client/server tech support for small to enterprise sized businesses. Proficiency resolving client issues wif hardware, software, operating systems, and networking Confidential . Expertise in technical call center operations providing service by communicating effectively wif technical and non - technical staff.

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Desk-side Support Specialist

Responsibilities:

• Coordinated and engaged various service levels to provide complete resolutions to the end user via telephone, desk-side, and remote assistance, limiting loss of revenue to a minimum
• Maintained client hardware, Windows XP and 7 operating systems, Microsoft Office, Lotus Notes and other software, Cisco IP-based telephones, Blackberry smartphones and iPhones, and networking including wireless, VPN, DHCP, DNS, and Remote Desktop Connection
• Supported MAC OSX on Mac Pros
• Communicated effectively wif technical and non-technical staff as to needs of the organization
• Imaged and updated Confidential and Blackberry smartphones using SCCM downloads and Intel vPro technology
• Updated tickets from the Clarify/Alliance 10 ticketing system wif progress and closure information

Confidential

Field Technician

Responsibilities:

• Installed network printers in various locations, resolving network connectivity issues whenever necessary
• Communicated effectively wif technical and non-technical staff to coordinate service

Confidential, New York, NY

Allocation Specialist

Responsibilities:

• Expediently learned the receiving process leading to a 90% efficiency of the staging process and a maintenance of 100% on time and ahead of the delivery schedule
• Received, scanned and key-entered 250 PCs and monitors per week for company staging process
• Imaged the Confidential using WinBuild in accordance wif the profile of the manager of the user group
• Troubleshot and resolved computer hardware and network connectivity issues

Confidential,Brooklyn, NY

PC Specialist

Responsibilities:

• Procured, installed and maintained Windows XP and Windows 7 desktops, laptops, and computer related hardware at various locations
• Maintained inventory of purchased equipment
• Trained users as to the appropriate use of computer related hardware and software such as Microsoft Office

Confidential, IAG New York, NY

Systems Engineer

Environment:

Responsibilities:

• Administered Windows Server 2003/Exchange 2000 forest environment, VPN/Firewall using Checkpoint, and TeleVantage PBX telephone system
• Installed and maintained desktop and laptop PCs and Apple G4s; audio/visual equipment (TiVo, DirectTV controllers, and set top boxes); and network printers and scanners
• Maintained Windows XP, Microsoft Office, Lotus Notes, and Idioma software suite, both onsite and remotely using UltraVNC and Remote Desktop Connection

Confidential, Staten Island, NY

Lead Technician

Responsibilities:

• Consulted and negotiated wif distributors regarding pricing and delivering
• Worked as hands on manager to buildup the business by contacting companies for service level agreements
• Maintained networking, hardware and software issues for remote locations throughout New York City
• Built PCs; fixed PCs and printers; installed software, operating systems and hardware; configured operating systems (95/98/ME/2000/XP); installed and configured Microsoft Office Suite; installed and configured various other software including virus protection, email programs, firewall software, and popup and spam blockers; and configured TCP/IP networking PCs and broadband networking PC
• Attended training seminars, conferences, and trade shows to broaden knowledge of current and future Confidential

Confidential Solutions New York, NY

Network Administrator

Responsibilities:

• Managed wif minimal supervision many aspects of the IT department in a fast paced environment
• Designed and implemented policies for firewall security, disaster recovery, automated software delivery, asset management, and server configuration
• Initiated an infrastructure for assessing and monitoring software processing, system, and site URL performance
• Organized a global IT team to resolve daily helpdesk issues
• Managed all aspects of NT LAN for multiple offices including server administration, purchasing, disaster recovery, software delivery, asset management, and policy development
• Maintained annual budget for United States IT group
• Supervised day-to-day helpdesk issues
• Set up and maintained Microsoft Windows 2000 Advanced Server, Exchange 2000, and SQL Server 2000, and NT 4.0 servers for 200 users
• Migrated Exchange 5.5 server to Microsoft Exchange 2000 server
• Assisted in set up and maintenance of Cisco 3100 routers
• Liaised wif vendors for the procurement of new system Confidential, oversaw installation, and resolve adaptation issues
• Collaborated wif other departments to extend functionality of helpdesk
• Conducted research on emerging products, services, protocols, and standards in support of helpdesk technology procurement and development efforts
• Promoted from Systems Administrator (1/2001)