SUMMARY

Accomplished Information Technology Professional Help Desk Desktop Support Systems Administration skilled in the Management Installation and Configuration Troubleshooting and Resolve of mission critical information systems in order to keep the organization moving at a productive pace. Project Management of software and hardware deployments from commencement to conclusion.

HIGHLIGHTS

Problem Analysis and Resolution

Project Management

White Glove Customer Service

Change Management

Windows Desktops Installation

Help Desk Management

Windows Servers Installation

Telecom Management VOIP

VDI Installation and Configuration

Active Directory

EXPERIENCE

Help Desk Coordinator

Confidential

• Serve as the initial point of contact first level for the support of mission critical systems for all end users of the healthcare organization.100 Phone Support. 15 - 40 calls daily.
• Responsible for the support for 2300 end users in the Northeast region of the USA.
• Monitor 5 queues in HelpStar Ticketing System dispatch/assign tickets to technicians.
• Coordinate with Field Support Tech and Support Manager some of the time in formulating a resolution to certain issues. Supervise/coach a jr. help desk analyst.
• Provide the troubleshooting resolve installation/configuration and escalation of computer hardware and software issues pertaining to HP 6300 desktops HP Printers Fujitsu Scanners Blackberry cell phones landline phones Microsoft Windows XP Pro 7 systems software Outlook 2007/2010 applications software erad-RIS PACS clinical applications software.
• Image HP Desktops and Laptops Installation/configuration of Toshiba VOIP Phones.
• Provide the setup/connectivity of shared drives.
• Log calls in utilizing ServicePro Help Desk software. PSI chat software utilized to communicate with Field Techs to dispatch tickets.
• All troubleshooting installation and configuration done remotely utilizing TightVNC viewer software.

Notable Accomplishment

Built up a reputable standard as the key figure who receives all trouble calls solve or dispatch tickets quickly in order to keep the entity moving forward at a productive pace.

Desktop Support Specialist / Systems Administrator

Confidential

• Contractor for Genesis10 worked at Verisk Analytics and performed 50 Desktop Support / 50 Systems Administration.
• Served as one of the points of contact for the support and administration of mission critical Systems for both internal and external End Users such as Microsoft Windows XP 7 Operating Systems Outlook Lenovo Desktops HP Laptops WYSE Thin-Clients and VDI.
• Provided support for 75 internal 14th floor and 500 external end-users in a 2000 node network mostly remote support via Cisco WebEx remote control software Cisco VPN with RSA and/or Windows Remote Assistance.
• Provided the troubleshooting and resolve of Network connectivity issues notably RSA VPN s.
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• Provided the troubleshooting and resolve of Microsoft Outlook problems.
• Provided the troubleshooting and resolve of Microsoft patches on HP Laptops in the field.
• Deployed Software Packages via Computer Associates ITCM to the User workstations.
• Installed and configure WYSE thin client devices to the users which replaced fat clients.
• Updated all Computers within the building utilizing Shavlik patch deployment software.
• Supervised hardware vendor techs in the deployment of WYSE thin clients VDI rollout project.
• Granted End Users access to network resources by adding them to groups in Active Directory.
• Imaged via Ghost Lenovo Desktops and HP Laptops. Installing and configuring additional software depending on End User/department.
• Wrote technical documentation for Blackberry Web Interface 5.0.3 as well as Instructions on how to install and configure the Thin Client WYSE device.

Key Achievements

• Earned a reputation for speedily responding to trouble tickets prioritizing Customer requests and resolving issues. Successfully resolved many Issues without escalation to a higher tier and in a timely manner.
• Proactively eliminated future issues concerning Windows XP 7 by keeping Windows Updates and all other software up to date for the end user.

Desktop Support Analyst

Confidential

• Contractor for NOAH-Pro worked at College of Westchester and performed 100 Desktop Support / Level 2.
• Served as the Support Technician for the resolution of Microsoft Windows Vista 7 OS s/w and Dell Optiplex Desktops Latitude Laptops HP Printers Network h/w problems in a 400 Node-User environment. Troubleshooted and replaced following bad hardware Video Cards Modems Network Cards CD/DVD Drives Hard Drives Memory etc.
• Built Ghosted and deployed Desktop PC images migrate user profiles and installed new/ replacement h/w.Rollout project consisted of 350 computers.Point of contact/Lead for all phases of the Project Management lifecycle.
• Supervised student workers in the deployment of Desktop Images- Windows 7 rollout project.
• Installed and configured HP Printers HP 5550 color for the end users.
• Accountable for Quality Assurance-Testing of 3rd party Software and Hardware.
• Responsible for Active Directory maintenance creation/deletion of groups accounts user objects.
• Reset User Accounts troubleshooted issues in CampusVue/Campuscruiser Blackboard NetSupport.
• Troubleshooted and configured Blackberry Bold IPAD II-iOS MS-Outlook client e-mail.
• Processed and ran Crystal Reports Metrics for the Cisco 7960 VOIP Telephone System daily.
• Set up PC Printer and Networked Labs for Teachers and Students for different presentations.

Goal attainment

• Earned a reputation for speedily responding to trouble tickets prioritizing Customer requests and resolving issues.
• Met excelled SLA Service Level Agreement.