Help Desk Resume Profile

An IT professional with 8 years of experience with an extensive background in IT Help Desk Support and Network Administration. Worked with IT team to configure and maintain network connectivity daily backups and support end users reporting events to the IT Director and COO.

IT Help Desk Specialist Network Administrator

Confidential

Effectively managed networks and system functionality while providing technical support for end users.
Daily duties to resolve user administration issues consisting improving software and hardware performance application crashes using technical knowledge to upgrade or replacing hardware to improve productivity network connectivity and printer installation folder access locked files account lockouts and password resets
Monitored assigned and addressed company-wide technical support ticket system for US London and Singapore Users.
Troubleshoot technical tickets and requests using Citrix RDP Bomgar GotoAssist and LogMeIn for domestic and international users.
Review and address networking server and appliance logs for unresolved abnormalities and problems.
Responsible for creating and correctly provisioning new user Active Directory accounts and memberships Microsoft Exchange email distribution lists permissions and desktop setup. Provided user 2 to 4 monitors desktop or Wyse Thin Client Avaya phone iPhone or Blackberry keyboard and mouse.
Installed and configured Mobile Iron Mobile Device Management server. Setup users with iPhones and iPads and made sure devices are in compliance with company policies. Deployed necessary policies and updates through MDM deployment when needed. Created iCloud accounts for all users to track lost or misplaced devices.
Managed Blackberry Enterprise Servers and devices for consistent communication. Created and setup user accounts and device upgrades.
Assisted with Unified Threat Management UTM using Checkpoint and Fortinet systems to filter web and email traffic.
Used VMware to create virtualized data centers servers and desktops for new appliances being implemented into our company infrastructure.
Executed failovers to disaster recovery sites using VMware Site Recovery Manager. Assisted with replication from primary to secondary sites. Created protection groups and tested Recovery Plans when failing over to disaster recovery site.
Preformed and monitored daily and monthly backs-ups and recovery using EMC Avamar and Volume Shadow Copy.
Planned and designed enclosure framework to properly rack and install servers. Patched servers into panels and switches. Assigned servers to the correct vLans configured server application and implemented into company network.
Responsible for telephony maintenance by troubleshooting VoIP dropped calls voicemail Mitel turrets T1 circuits dead air service outages and setting up new user accounts with extensions and bridges updating phone list using Avaya Site Administration. Used Right Fax to create new user accounts and fax numbers. Troubleshoot Right Fax server and broadcast for missing faxes dead air and FoIP issues.
.Managed RSA SecurID servers and accounts for remote access users.
Updated workstations and server virus definitions using Symantec Protection Suite.
Planned quarterly software patches for servers and workstations.
Reconciled technical billing invoices with vendors technical services and submitted to AP groups.
Communicated with vendors to resolve network outages and periods of reduced performance. Assisted with restoring service in our disaster rectory site during Hurricane Sandy and other power outages.
Provisioned mobile devices for international travel using AT T Premier and Verizon Wireless. Responsible for keeping mobile accounts up to date.
Equipped and troubleshoot conference rooms with Polycom video conferencing equipment. Initiated video conference calls and A/V presentations and meetings.
Managed Jabber and Office Communicator Servers and user accounts.

Help Desk Support

Confidential

Assisted end users with desktop support for a non-profit organization that produces PSA s.
Resolved computer hardware and software crashes and performance issues installation and removal of printers and toners assisted with Microsoft Office technical issues created databases for hardware and software inventory.
Responsible for setting up user accounts desktop and analog phones. In charge of moving users to new locations and furnishing office spaces.
Setup conference rooms for audio and video presentations.

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