TECHNICAL SKILLS:

Hardware: IBM 370/148; AS400; Hewlett Packard 3000 series; iPhone, Android, and Blackberry devices. VPN setup and .

Applications: Thomson One; Citrix; Novell Netware; DameWare; PC - Duo; LANDesk Remote Control; MSOffice Professional Suites; Lotus Notes; MS Outlook; WordMail; MS-CRM, HEAT, Service Now and SCOPUS Call Logging. (Sygate; Symantec; McAfee, etc., firewalls, antivirus and antispyware packages). Terminals.

Operating Systems: Active Directory; Windows 7; XP; NT; 2000; EDOS/ VS; Spectrum Menu Drive Back Office; Pick Basic; Microsoft Server 2003 and 2008.

PROFESSIONAL EXPERIENCE:

Technical Support/ HelpDesk

Confidential

Responsibilities:

• Under contract to Confidential, Email and Phone HelpDesk Support of Confidential Developers and State Users.
• Confidential would forward tickets to my team as 2nd Level Support to assist users with new applications and systems.
• As a Help Desk Analyst, provided information in developing Microsoft CRM to support the Development team in tracking and fixes.
• Moved and assigned profiles of Developers and Users from Test Domains to Production.

Active Directory-Service Desk

Confidential

Responsibilities:

• Email and Phone HelpDesk Support of Confidential .
• Heavy Outlook support and Microsoft Office 2007 & 2010.
• ServiceNow to track and assign issues to appropriate groups.
• Remote Access to Users to Install, reconfigure I.E., re-map drives, VPN support and reattach network printers.
• Supported Blackberry, iPhone and Android devices.
• Active Directory account administration such as enabling, disabling, and resetting accounts and mailboxes
• Remote access to network printers to identify and repair issues.

Confidential

Responsibilities:

• Installation of many types of software: Citrix, SMS, PL/ SQL Developer, Enterprise Administrator Client Software, PeachTree/ Sage, etc.
• Tested software packages for effectiveness and functionality.
• During Deployment, End Users archives, favorites, and position specific software and printers would be installed on new PC.
• S (Continued) olved Outlook/Exchange configuration issues such as permissions, shared Outlook Mailboxes, email rules, data migration, etc
• Remote installations were routinely performed using RDP and DameWare.
• Routinely assigned certain Permissions to Field Auditors, Developers and Supervisors.
• Installed RAP and Audit Access Apps for Oracle and MS Access.
• Strong knowledge in remote LAN connectivity support including VPN technology
• Instructed users on VPN access.

Consultant/ Help Desk Analyst

Confidential

Responsibilities:

• Citrix Management Console used extensively to resolve application issues.
• Active Directory Management and HEAT ticketing system were used to manage client accounts and detail fixes.
• LANDesk Remote Control to access, repair and/ or install Applications on PCs and Blackberry.
• Performed Password Resets. Printer Restarts.
• Active Directory account administration such as enabling, disabling, and resetting accounts and mailboxes
• Resolved TCP/ IP and Proxy Settings through Internet Explorer.
• Resolved Issues of Virtual Private Network (VPN) clients.
• Analyzed and Resolved Blackberry tethering and installation problems.
• Supported UPS Drivers with DIAD issues.
• Support of Users Migration from Lotus Notes to Outlook on their Laptops and BlackBerry.
• Monitored and Resolved Site Outages. Contacted NOC and carriers for information to aid in resolving Outages.
• Monitored and Tested access to Confidential -1 and the backup ISDN lines to Sites.

PC Support Specialist/ Helpdesk

Confidential

Responsibilities:

• Member of a team supporting Confidential Associates in a Novell, NT Server and Mainframe environment.
• Client Calls were logged using Scopus ticketing.
• Assisted Clients in Corporate Migration from WordMail to Lotus Notes.
• Constantly monitored network connections and assisted end users experiencing problems such as: connection and protocol issues, mainframe and Novell password resets, MSOffice Professional applications.
• Installation of applications, setup, packaged and shipped PC’s for Department of Health and Social Services.