PROFESSIONAL SUMMARY:

A solutions - focused, resourceful and highly motivated Senior IT Professional with over two decades of superior problem-solving and critical thinking skills. Skilled in tackling problems in unique ways to develop innovative solutions.

SKILL:

• Microsoft OS - 10,7, NT
• MS Office: 365, 2016, 2012
• SCCM Management
• SCSM Management
• DHCP Knowledge
• Juniper, Global Protect VPN
• VM Horizon VPN
• Network Troubleshooting
• Computer Hardware and Software Configuration
• Computer Installation and upgrades
• Remote Control software(Bomgar, Dameware, TeamViewer, GoTo Assist, SCCM, and RDP)
• McAfee Endpoint Encryption
• ITIL Foundations
• MimeCast Admin
• Multiple OS Migrations
• Active Directory
• O365 Administration
• Complex Problem Solving
• DNS Experience
• VMWare / Vcenter
• Excellent customer service skills
• Deploy and decommission assets
• Process Implementation
• Mobile Device setup - Blackberry, IOS, Android
• McAfee EPO knowledge
• Sophos Anti Virus
• Cisco Jabber/ Skype
• Cisco Touch A/V equipment
• RingCentral VOIP system
• Duo Admin

WORK HISTORY:

HelpDesk Analyst / Support technician

Confidential, Hartford, CT

Responsibilities:

• Remotely troubleshot and resolved users daily issues over the phone as needed.
• O365 Administrator - Create/modify O365 user accounts, Shared Mailboxes and Distribution lists.
• AD Administrator - Create, modify, or delete user accounts.
• RingCentral VOIP administration.
• Laptop Coordinator
• Win 7 to Win 10 Migration including on VM’s, Roaming profiles.
• SCSM Admin in - Create/modify service offerings, Set up email routing.
• Investigated and resolve or block phishing and Spam emails via Mimecast.
• Investigated and resolved thin client connection issues via VMware.
• Consistently Exceeded required ticket count in the SCSM ticketing system helping local and remote users.

Systems Support Technician

Confidential, Windsor, CT

Responsibilities:

• Consistently exceeded deadlines and requirements for all production work orders.
• Provided responsive, professional, knowledgeable and excellent support to 300 users experiencing problems with technology and associated systems.
• Completed Windows 10 Migrations for 3 locations totaling about 500 users.
• Maintain all aspects of the Equipment life cycle. Build, deploy, fix, decommission, and disposal.
• Recommended wireless improvements, design solutions and integration solutions.
• Experienced with Service management tools - Remedy, Service Now, Twos
• Assisted Networking Support with trouble shooting and diagnosing Wi-Fi issues with Cisco Aironet 3800 series access points.
• Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of Wi-Fi system.
• Educated the users on the use of new technology through formal and informal al sessions.
• Produced ad hoc reports and documents for senior team members.

Desktop Support Technician

Confidential, Windsor, CT

Responsibilities:

• Supported 500 users in their day to day issues.
• Completed migrations and hardware upgrades for about 400 users.
• Under guidance from network/server admins, rack new equipment and follow technical documentation to connect fiber or copper cabling.
• Also troubleshoot connectivity between network equipment.
• Assisting in diagnosing and repairing server hardware as directed by server administrators.
• Diagnose and troubleshooted Windows processing problems and applied solutions to increase company efficiency.
• Answered computer related questions, instructed users regarding software or hardware functionality and communicated IT policies.
• Completed multiple migrations. XP-NT, NT-7, and 3 Win 7 - Win 10.
• Analyzed and resolved incidents and requests regarding use of application software or hardware.
• Consistently met Service level agreements of 97% closed issues over a 12 month period. Saving the company $1000’s of dollars.
• Achieved cost savings by repairing, installing, configuring, and maintaining desktop, notebook tablets, computer hardware, software and peripherals.
• Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
• Maintained computer inventory.
• Followed up with other support staff to ensure incidents were resolved.
• After evaluation, elevated complex problems to the appropriate support team and provided documentation or information related to the problem.
• Responsible for deployment and upgrades of desktop computers and mobile computers as needed.
• Performed desktop computer and mobile computer reimages and software installation.
• Supported Microsoft Office 2016 products, Windows 7 and Windows 10.
• Set up video conferences and or regular conferences utilizing projectors and wireless microphones.

Desktop Support Technician

Confidential, Norwalk, CT

Responsibilities:

• Responsible for timely response and troubleshooting of various computer related issues in a demanding SLA environment. Including support of hardware, software and peripherals.
• Assisted network group with hands on trouble shooting of the wired and wireless infrastructure.
• Provided technical guidance to end users.
• Provided on site and remote support for all customer issues in a courteous and professional manner.
• Worked with Active Directory in managing and maintaining user and computer accounts
• Completed Win 95 - to Win XP migration.
• Supervised 7 junior technicians for day to day activities.