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Program Manager/team Lead/desktop Support Specialist Resume

Wilmington, DE

PROFESSIONAL SUMMARY:

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

EXPERIENCE:

Confidential, Wilmington, DE

Program Manager/Team Lead/Desktop Support Specialist

Responsibilities:

  • Working with IT Client Engineering to better provide SCCM imaging and patch pushes
  • Worked with IT Client Engineering and user community to upgrade PC imaging process from ghosting to MDT to SCCM imaging
  • Imaging and deploying 25 PC per week with latest updates
  • Creating, modifying, and disabling user and computer accounts using AD
  • Creating, modifying, and disabling mailboxes, distribution lists, and public folders, and distribution lists and public folder access Exchange Management console
  • Adding and deleting remote access s allowing access through VPN

Desktop & Mobile Support

Confidential

Responsibilities:

  • Supporting 1000+ users running Office 2013 on Windows 7 x64/Windows 10 in 5 depot locations, including international (Geneva Switzerland) with Citrix connectivity, VDI access, hardware, software, network administration, and remote access locally with onsite visits and remotely via Bomgar
  • Working with third-party vendors to connect chemistry and biology equipment to computers connected to the domain, i.e. Mass Spectometers, etc
  • Working with Confidential and Confidential & Confidential to setup new iPhones and iPads
  • Supporting users remotely to regain access to VPN via iPhones and iPads
  • Continuing work activity as when was a contractor

Confidential, Wilmington, DE

Desktop Support Specialist

Responsibilities:

  • Supported 750+ users using Office 2007 and Offfice 2010 on Windows XP and Windows 7 in 2 depot locations with hardware issues, software issues, network administration, and remote access by onsite visit and remote control using Bomgar
  • Worked with third-party vendors to connect chemistry and biology equipment to computer on the domain
  • Supported users remotely to regain access to VPN via computer, iPad, and iPhones
  • Supported users locally for all IT services from the wiring closet to the desk, i.e. patching cable, programming and repairing Avaya IP phones, troubleshooting desktop and laptop hardware and software issues

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 with technical and non-technical staff as to needs of the organization
  • Imaged and updated computers and Blackberry smartphones using SCCM downloads and Intel vPro technology
  • Updated tickets from the Clarify/Alliance 10 ticketing system with progress and closure information

Confidential

Field Technician

Responsibilities:

  • Installed network printers in various locations, resolving network connectivity issues whenever necessary
  • Communicated effectively with 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 computers using WinBuild in accordance with 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 Confidential 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, New York, NY

Systems Engineer

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 with 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 seminars, conferences, and trade shows to broaden knowledge of current and future technologies

Confidential, New York, NY

Network Administrator

Responsibilities:

  • Managed with 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 with vendors for the procurement of new system technologies, oversaw installation, and resolve adaptation issues
  • Collaborated with 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)

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