IT Field Service/Deskside Support/Help Desk Level II Resume

SUMMARY

I am currently seeking a full time position as an IT Service Desk Analyst, Lead, System Administrator, Project Manager or other IT opportunity in the Boston or Cambridge area.
Contract to Permanent opportunities considered. I prefer the phones and remote support over Deskside and hardware support. I like helping end users resolve their computing issues.
I find that to be the most gratifying and effective use of my skills.
I can apply IT solutions direct to end users as well as administrative solutions at the corporate VIP level for those needing support with any and all software, hardware, servers, printers, VOIP, Telepresence, Video Conferencing, POS, Mobile devices, iOS and networks.
I provide Information Technology users with a premium level of service that minimizes downtime and increases sales, productivity and profitability. I am fast and accurate.
I work well independently and with a team.
I also am an asset in supporting and mentoring entry level technicians and interns.
I have exceptional customer service, communication and technical skills.
I provide these services with Integrity. ServiceNow, ITIL Processes and FDA regulated environments are a specialty (GXP, GMP etc.).
LMS/Brain Shark (Learning Management System) troubleshooting experience.
Server Support and installation are also part of my experience.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

IT Field Service/Deskside Support/Help Desk Level II

Confidential, Dorchester, MA

Responsibilities:

As a Produban IT Contractor, I supported IT end users in all levels of IT Hardware, Software and Remote Help Desk Support.
I also imaged most bank laptops.
Our department was outsourced to a Canadian provider recently and I seek new, more permanent opportunities to prove myself.

IT Project Manager and IT Technical Support Lead

Confidential

Responsibilities:

I personally provided all “White Glove” IT Support for 75 Scientists, Technical Writers, Administrators and VIP’s involved in the FDA Submission of a new Oncology Drug.
Met all deadlines needed by the teams from clinical studies and trials to marketing, packaging and distribution.
We successfully gained FDA approval and ultimate Global Launch of Ninlaro.
Ninlaro is forecast to be a billion dollar drug for Confidential and is the first and only oral treatment for Multiple Myeloma. (i.e. no IV in hospital chemotherapy)

Advanced IT Service Desk Special

Confidential, Boston

Responsibilities:

Remote Support; Microsoft System Center 2012 R2 Configuration Manager (SCCM)
I resolve customer IT requests received via the Service Now SMaRT Ticketing System, Remedy, CISCO ACD IP Phone system, emails and walk-ins and document all actions using incident reports in SMaRT.
I perform all activities regularly associated with working in an ITIL Certified, world-class IT Service Desk environment.
Audio/Visual Conference Support Technician
High level understanding of complex IT infrastructures, Policies and Procedures.
Reliability and Integrity in ensuring network security and protecting confidential data.
Mac and iOS Support for in house and remote users utilizing iPads and iPhones.

End-User Administrator Roles

Confidential

Responsibilities:

Microsoft Exchange Server-(Windows Server 2010 Enterprise); Outlook and OWA eMail Administration, Mailbox creation, Distribution list creation and administration, full Access Permissions, Mobile Device Active Sync- Apple iPad, and iPhone Administration
Windows Active Directory Server - Permissions, Security Group Memberships, Access Requests, Account Unlock, Password Reset, ID Verification, System Admin Account Creation
SharePoint 2010 Intranet and Extranet Team Site Support
Site Access- Add and Remove, Membership Roles (Owner, Member, Visitor) and Permissions
Citrix Infrastructure System Administration; Citrix Xen Applications; SAS, XEN VM (Virtual Machine) Server Admin, Citrix XEN Mobile Device Server Admin for Mobile Devices-iPad, iPhone, Blackberry, Citrix GoToMyPC, WebEx Corporate Admin.
Microsoft BitLocker Drive Encryption Administration and Recovery
BlackBerry (RIM) Enterprise Server (BES) Administration
Radius RSA SecurID Administrator (EMC); Two-factor authentication hardware and software tokens
Imation IronKey Secure Flash Drive Administration
Accellion Secure File Transfer Administration