PROFILE:

Over 15 years experience as service desk technician with focus on installation, setup, configuration, diagnosing, preventive maintenance, security & networking. Skilled in Windows 7, XP and Vista systems, Microsoft Suite applications, Adobe, Outlook, Dame - Ware, Active Directory, Remedy. 20 years experience in supervising and providing sound customer service in the Confidential . Knowledge gained on deployment to Afghanistan allows for rapid learning and skillful decision making in challenging situations.

AREAS OF EXPERTISE:

• Network Installation, Configuration, and Administration
• Network Management System
• Infrastructure Design and Implementation
• Operational Management
• Hardware and Software Maintenance
• Structured Methodologies
• Change Management
• Troubleshooting and Risk Management
• Technical and Business Support

TECHNICAL ACUMEN:

• Windows Server 03
• Operating Systems (Windows Vista, XP, and 7)
• Active Directory
• Cisco VPN
• Altiris Symantec Management Console
• Citrix Systems
• Remote Desktop
• RSA SecurID
• HP, Lenovo, IBM laptops
• Helpdesk Customer Service |Remedy
• Computer Networking
• SCCM Console/Server
• Networking Infrastructure iPad

PROFESSIONAL EXPERIENCE:

SENIOR DESKTOP SUPPORT ANALYST

Confidential, Philadelphia, PA

Responsibilities:

• Responsible for providing client customer support to onsite and remote employees.
• Superior experience and knowledge in the areas of client device imaging, customer device upgrades, virtual device deployment, data recovery, client application support, and printer support. ed Green Ribbon for Teamwork/Excellence supporting 3-day disaster recovery exercise company-wide and virus mitigation of company laptops.
• Identified, diagnosed, resolved 312 tickets over 6-month period utilizing CA Service Desk Manager ticketing system
• Manages the inventory of all user hardware and hardware requests for laptops/PC’s
• Oversees and administers all necessary changes to maintain versions of software and anti-virus measures on company issued equipment
• Responds to requests for technical assistance in person, via phone or through electronic submissions
• Experience with supporting/maintaining HP/Ricoh multi-function devices
• Implements technical refresh/imaging of Lenovo T440s PC’s company-wide for employees
• Identifies, mitigates, resolves complex Level 3 enterprise desktop hardware problems, e-mail, Internet, and local-area network access issues

DESKTOP SUPPORT ANALYST

Confidential, Philadelphia, PA

Responsibilities:

• Responsible for analyzing and solving problems by investigating and implementing predefined potential solutions using troubleshooting skills, and the successful completion of all projects.
• Deployed approximately 60 HC 100 Zebra printers, 10 NICU printers, 500 barcode scanners to hospital departments in support of Barcode Medication Administration initiative.
• Deployed selected barcode scanners, cradle and additional accessories as needed.
• Analyzed and resolved problems, while on the phone or on-site with user.
• Working knowledge of many various pieces of equipment and software including printers, terminals, PCs, networking and telecommunication hardware, etc.
• Knowledge and understanding of issues inherent to Microsoft software including, but not limited to security, deployment, imaging, auditing, licensing and compliance; deployment and upgrading; features and functionality.
• Organized with the ability to follow established processes.
• Deployed new ID band configuration and printers for all inpatient units (500+ beds).
• Selected, configured, and deployed scanners.

IPAD SERVICE DESK AGENT

Confidential, Wilmington, DE

Responsibilities:

• Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and repair of desktops, notebooks, printers, and associated peripherals.
• Provide support to iPad users related to iPad setup, App catalog enrollment, basic usage/how-to questions, and other items as required.
• Submits, assigns, elevates tickets using Remedy ticket management system.
• Performs asset management duties as related to deployed and in-stock hardware.
• Builds and maintains a Knowledge Base of support topics related to the iPad and supporting tools.

DESKTOP SUPPORT SPECIALIST

Confidential, Philadelphia, PA

Responsibilities:

• Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and repair of desktops, notebooks, printers, and associated peripherals.
• Identified, diagnosed, and resolved Level III problems for users of the network, personal computer software and hardware.
• Supported 1,000+ clients as Desktop Support Specialist/Systems Administrator; fixed connectivity issues, imaging, printers, hardware/software issues.
• Delivered, tagged, set-up, and assisted in the configuration of end-user PC desktop hardware problems, e-mail, Internet, and local-area network access problems.
• Assist in support of internal user help desk/technical: troubleshoot server and workstation problems and technical issues for 1,000+ users. This includes Windows XP, Vista, Windows 7, Server, Office, and various web-based applications.
• Helped install local area network cabling systems and equipment such as network interface cards, hubs and switches.

customer Support analyst

Confidential, Philadelphia, PA

Responsibilities:

• Oversaw all software/hardware-related service requests.
• Administered desktop hardware, devices, software, and applications.
• Oversaw small to medium-sized projects according to budget and scope.
• Accurately logged information in Footprints ticketing software collecting key data metrics (user information, location information, categorization, and prioritization).
• Leveraged infrastructure administration, user account management, and e-mail systems such as e-mail web server, internet access, office systems, and applications support.
• Performed user administration tasks (software installs/upgrades) for various in-house and third party applications.
• Employed Windows SCCM Console/Server to add computers to domain, monitor advertisement status, grant local admin rights, and remote access to user computers.
• Assigned/reset RSA token passwords/passcodes, troubleshot login issues.
• Monitored Help Desk tracking software for tickets assigned to the queue and responded quickly and effectively to requests.
• Rendered technical support to 450+ employees in Philadelphia office and abroad.

HELP DESK SHIFT SUPERVISOR

Confidential, Lakehurst, NJ

Responsibilities:

• Hands on, experienced manager with 20+ years Confidential Client Systems Administrator background.
• Played key role in development and launch of morale-building library/Internet Café’ expansion enabling 150 users to pursue and to contact distant family members.
• Deployed latest anti-virus software and virus definitions to 5,000 workstations; processed trouble tickets and provided user account permissions for server connectivity.
• Sustained 100% rate of systems/network updating and compliance with mandated applications packages.
• Successfully deployed Microsoft Time Compliance Network Order patches to safeguard network assets against virus infection, regulated unauthorized systems entry, and ensured strict compliance with all organizational access policies, regulations, and guidelines.
• Utilized Active Directory to manage domain resources, system administration, user accounts, clients, servers, and applications for creating, modifying and deleting Exchange mailboxes, distribution lists, public folders, and contacts.
• Responsible for processing and supporting all requests (moves/adds/changes/deletions) for a large Windows Active Directory environment.