SUMMARY

• Professional with strong communication and technical skills in Information Technology including system administration, PC configurations, hardware diagnostics and personal computers. Excellent helpdesk support, desktop support and customer service management.

TECHNICAL SKILLS

Operating Systems: Windows 2010, Windows 7, Vista, Windows XP, Windows NT, Windows 98, Windows 95Mac OS

Software: PC Applications — MS Office 1995 - 2016 products, Lotus Notes 8.5, 7, Remedy 7.6, 7.1, 6.03, 5.5, 4.0, Footprints, Zendesk, Microsoft Exchange Server, Microsoft LAN Manager, Microsoft User Manager, Microsoft Systems Management, Enterprise Administrator, Word Perfect, Adobe Acrobat, and the Information/Management 4.2.2 Call Record Tracking System.

Hardware: Windows-based PCs, Macintosh, Avaya Phone Systems, IBM 3033, IBM 3090, IBM 4341, IBM 3081, 3480 and 3490 Tape Drives, Unisys 1100, Unisys 2200/401, Kyocera Printers, HP Printers, DEC printers, Tektronix Printers, and Microfiche Machine.

PROFESSIONAL EXPERIENCE

IT Field Technician

Confidential

Responsibilities:

• Reimage laptops and desktops for distribution
• Handle all aspects of Help Desk functions to include help with network issues, office 2013 issues (including outlook), PC performance issues and all aspects of desk phone support
• Set up and troubleshoot mobile phones and iPads
• Perform system migration for newly acquired companies

PC Support Technician

Confidential

Responsibilities:

• Created all incoming Active Directory accounts for new employees
• Created all incoming email accounts for new employees
• Built and imaged PCs for new employees
• Handled all aspects of Help Desk functions to include help with network issues, office 2010 issues (including outlook), PC performance issues and all aspects of desk phone support
• Set up and troubleshoot mobile phones and iPads
• Set up and the maintenance of Windows Server 8 R2
• Set up shares, groups, new employees and email on Windows Server 8 R2 and Windows Server 2012 (Active Directory)
• Set up printers on servers for use within the LAN
• Set up and install Avaya phones via the Avaya IP Office Manager as well as putting physical phones on static IP if necessary
• Performed system migration for newly acquired companies
• Performed backups on the Avaya Phone system
• Cleaned/wiped all machines, mobile phones and iPads for outgoing personnel

Lead Service Request / Delivery Professional

Confidential

Responsibilities:

• Processed requests in alignment with operational standards in order meet performance targets (SLAs, OLAs, KPIs)
• Work collaboratively with the service providers to capture and initiate tickets to reflect asset, billing and other data
• Validated work requests for completeness, accuracy, compliance to establish standards
• Verified appropriate work authorization has been obtained by the client and the company
• Monitored and analyzed queue data to ensure achievement of service level agreements and project commitments
• Monitored and reports work progress on complex aspects of projects against established service goals
• Performed project analysis, including queue and applications catalog data
• Provided findings to the service delivery team in data and graphic modes
• Coordinated the implementation of workflow management processes at new accounts

PC Support Technologist

Confidential

Responsibilities:

• Supervised nine employees and contractors in the Technical Support Operations Center (TSOC)
• Provided employee support at all levels. primarily focusing on development, training and retention
• Conducted annual employee Individual Development Plans (IDPs), performance reviews and individual/team awards
• Compiled statistics of all phone calls and Remedy tickets (opened/closed)
• Used statistics to address issues with an analytical approach ensuring organizational effectiveness
• Trained new employees on all aspects of our Tier 1 and Tier 2 support functions to include:
• Interaction with customers on the phone and entering each call into Remedy
• Creation and deletion of customer accounts
• Entering forms for customers into Remedy
• Remoting to customers computers for virtual resolution via SMS
• Tracked call statistics for TSOC employees
• Queue manager for Remedy insuring that all tickets are assigned correctly
• Maintained Active Directory, and assisted with asset tracking, software distribution, software installation, and hardware and software purchase requests
• Set up and maintained Lotus Notes and performed software installations and hardware installations to include troubleshooting.
• Monitored infrastructure through HP Openview informing Tier 3 support of any system failures
• Installed software requested by employees on their CPUs through SMS
• Created UNIX and Windows user accounts and shared folders
• Managed and maintained the time management system, ensuring that all available resources were available
• Documented and updated Desktop Instructions (DIs) when required

Systems Integration Support Manager

Confidential

Responsibilities:

• Facilitated the integration of complex computer network infrastructure systems
• Analyzed functional requirements for advanced systems and defined concepts for staff studies and proposals
• Synthesized possible systems and determined the characteristics that must be evaluated for each system
• Analyzed proposed operational requirements, assessed operational limitations, recommended procedures
• Coordinated the organization, preparation and execution of testing activities

Confidential

System Administrator

Responsibilities:

• Managed thirteen Windows NT 4.0 Servers
• Lead manager for Centimeter 2.90
• Evaluated non-baseline (unsupported) applications
• Managed user accounts, archiving, backups, restores, and security on the network
• Implemented PC hardware/software upgrades and provided application support to end-users
• Provided application and network support to the Help Desk