SUMMARY

• Information Technology professional with extensive experience in computer and peripheral setup and installation in individual and large - scale settings. Highly skilled in hardware and software analysis, trouble shooting and repairs. Adapt at working as a team member or independently.
• Able to set up new user accounts, including user rights, security and group creation. Passionate learner with the ability to quickly assimilate into new situations.
• Skilled in working with senior management and all levels of associates on a one-on-one basis or remotely in order to ensure following through of problem resolution and maintain a high degree of customer satisfaction.

TECHNICAL SKILLS

• MCSE and A+ Certified
• MS Office Versions 2016 through 2003
• MS Windows 10, 8, 8.1, 7, Vista, XP, Active Directory
• Remedy & Issue Trak (Inventory Control)
• Remote/Deskside installation and troubleshooting of all software and recommending options to users
• BMC Software
• Goverlan
• ServiceNow

PROFESSIONAL EXPERIENCE

Confidential, Harrisburg, PA

Desktop Support Analyst

Responsibilities:

• Provide onsite and remote IT technical support for over 90,000 Rite Aid employees
• Perform deskside support for all levels of associates including Rite Aid’s Chairman, President and CFO
• Diagnose system-related problems, making determinations between hardware, software and network related issues and working in conjunction with Rite Aid Technical Manager to resolve
• Perform testing and evaluation of new software and hardware prior to implementation at user level
• Install, monitor and maintain all security components for company PC’s and peripherals in a safe and secure manner
• Install and implement operating system upgrades, associated products and system management
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software
• Create new user accounts and perform routine account maintenance tasks
• Install and maintain personal computer software, hardware, network printers and multi-functional print devices ensuring compliance with Company policies and procedures and software copyright laws
• Coordinate and assist in maintaining accurate inventory of all personal computer software and hardware
• Supported remote end user and Performed remote server administration & troubleshooting.
• Supported Microsoft 365.
• Experience with MAC.

Confidential, Harrisburg, PA

Desktop Support Analyst

Responsibilities:

• Served in an IT Support Center providing first and second-level technical support for a 2,000 user Enterprise environment
• Received and handled help desk calls, escalating as needed to ensure problem resolution
• Documented calls and resolution steps using Remedy or Altris software
• Performed rollout of MS Office 2007 to the entire network of users
• Performed extensive troubleshooting of Word, Excel, PowerPoint, Outlook
• Worked independently and handled complex problems

Confidential

Senior Technical Support Analyst

Responsibilities:

• Supported remote end user and Performed remote server administration & troubleshooting
• Answered technical questions regarding software products and their requirements within related industries
• Investigated issues reported by customers and dealers in a timely and efficient manner

Confidential

IT User Support

Responsibilities:

• Installed and maintained Windows 2000 / 2003 / NT/XP Servers while providing administration services
• Performed troubleshooting and repair of LAN connectivity problems, network hardware and OS problems.
• Maintained and created Network User accounts and MS Exchange user accounts across multiple domains.
• Responsible for ensuring proper network operations, including network access in an changing physical environment.
• Mail Administrator, Microsoft Exchange 2003, multiple public folders, public calendars, and over 750 users.
• Setup PC’s for new users, including personalizing the PC to suit the user’s distinct needs (installing special programs, dial up networking setup, remote mail connections).
• Managed all aspects of several network implementations including network planning, design, testing, documentation, deployment and maintenance of Windows based system.
• Functioned as an intermediary between software manufacturer and corporate clients
• Provided Tier II/III level support for multiple corporations
• Engineered the desktop software builds for all Windows-based computers
• Coordinated Technical Support departments’ activities: Network, Help Desk and Desktop Support
• Administered Windows NT/ 2000 network: planning, setup, installation, configuration, & support
• Conducted end user training classes on new software applications
• Created detailed course curriculum for the Microsoft Windows NT workstation training classes

Confidential, Harrisburg, PA

IT User Support Level / Field Technician

Responsibilities:

• Performed technical support on equipment used to service and modulate circuitry boards for their client: Chrysler Corporation.
• Configured Network and Local printer settings - troubleshooting (HP, Lexmark, Xerox, Minolta)
• Performed workstation moves and roll outs including laptops with port replication devices
• Desktop Environment Reconstruction via use of Symantec Ghost and corresponding images (IP BOOT)
• Data Recovery- Hard drives/ partitions, floppy drives, USB storage, card media CF/ MS/ SD etc
• Phone Support- Correspondence with Technical Assistants over phone regarding ghost images and special OS and application settings for individual office groups.