CAREER SUMMARY:

Sr. Computer Technician/IT Professional looking to expand 16 years of experience as a Windows/MS Office System Support Specialist, Relocation Project Technician/Help Desk Support Technician, and Citrix Clients support. Most recently, I have been working as an End User Support Technician /Windows 7 Imaging Specialist.

SKILLS:

Windows OS

MS Office 365

Networking

Customer Service

Manager Hospitality

Help Desk

WORK EXPERIENCE:

Desktop Support/ Help Desk Technician

Confidential, NYC, NY

Responsibilities:

• Provided Desk Side Support MS Windows/ Office suite 7, 10 and 365 for the Executive core as direct point of contact for Executives i.e. (CEO, CFO, CIO etc.) Hardware/software repair on Dell, Chrome Books and HP desktops Laptops/Surface pro/ Printers. Monitoring of Helpdesk ticketing/phones and email.
• Provided assistance and support for troubleshooting and isolating malfunctions and configuration problems.
• Conference room setup, Skype for Business and other video conference needs.
• Develop training materials and procedures.
• Train users in the proper use of hardware or software along with training presentations and manuals using MS Office suite i.e. PowerPoint.
• Assist with the support of eClinicalWorks Works software with the third level support.
• Created new user accounts in both Active Directory, Office 365 / G - Suite admin portal.

Desktop Support/ Help Desk Technician

Confidential, New York City, NY

Responsibilities:

• Provided Desk Side Support for the Executive core as direct point of contact for Executives i.e. (CEO, CFO, CIO etc.)
• Providing warranty hardware/software repair on Dell Laptops/Surface pro/ Printers and monitoring of Helpdesk phones and email for dispatching techs to calls.
• Provided assistance and support for troubleshooting and isolating malfunctions and configuration problems on MS Windows/ Office suite 7, 10 and 365.
• Work with third party providers in the new Conference Room Buildouts i.e., Polycom, Avaya, Crestron and Cisco, camera installs and calibrations, Skype for Business and other video conference needs.
• Develop training materials and procedures. Train users in the proper use of hardware or software along with training presentations and manuals using MS Office suite i.e. PowerPoint.
• Set up audio visual/computer equipment as needed for conference room meetings and special events.

Executive Desktop Support Technician

Confidential, Jersey City, NJ

Responsibilities:

• Provided Desk Side Support for the Executive core as direct point of contact for Executives i.e. (CEO, CFO, CIO etc.)
• Providing warranty hardware/software repair on Surface/pro, Apple TV, VPN, RSA connectivity.
• Executive assistance support troubleshoots and isolates malfunctions and configuration problems.
• Develop training materials and procedures, train users in the proper use of hardware or software along with training presentations and manuals using MS Office suite i.e. PowerPoint.
• Conference room setup Blue Jeans, WebEx, Skype for Business and other video conference needs. Set up audio visual/computer equipment i.e., Polycom, Avaya, Crestron and Cisco as needed for conference room meetings and special events performances and speeches.
• Preformed other End user support duties with ticketing system Service Now. Active Directory password resets, account setups, etc., as well as SCCM software installs, i.e. MS Windows/ Office suite 7, 10 and 365 and Skye for Business.
• Perform all office related duties as requested by the Office Managers.
• Answer end user inquiries regarding computer software or hardware operation to resolve problems with end users, and management.
• Prepare evaluations of software or hardware, to recommend improvements or upgrades while gathering end user equipment information for Asset Management. LAN, WAN and Wi-Fi connectivity support.

Help Desk / Equipment Inventory/IT Support Technician

Confidential, New York City, NY

Responsibilities:

• Desk side Support/ Helpdesk Technician, duties as the need arise via ticketing system, phone or client facing, and remotely using Windows Remote desktop and other industry standard remote tools.
• Setup New users’ accounts using Active Directory, troubleshooting desktop applications i.e., email, pc and printer repair HP/Xerox printers.
• Perform warranty hardware/software repair on MacBook Pro, MacBook Air, HP, IBM Lenovo and Dell PCs and laptop products.
• Troubleshoots and isolates malfunctions and configuration problems.
• Develop training materials and procedures, train users in the proper use of hardware or software.
• Created training presentations and manuals using MS Windows/ Office suite 7, 10 and 365 and Skye for Business.
• Set up audio visual/computer equipment as needed for conference room meetings and special events performances and speeches.
• Preformed other office related duties as requested by the Office Managers.
• Answer user inquiries regarding computer software or hardware operation to resolve problems with staff, users, and management.
• Prepare evaluations of software or hardware, to recommend improvements or upgrades while gathering end user equipment information for Asset Management LAN, WAN and Wi-Fi connectivity support.

IT Support Technician

Confidential, New York City, NY

Responsibilities:

• Desk side Support/ Helpdesk Technician for MS Windows/ Office suite 7, 10 and 365, Active Directory, i.e. setting up and removing users’ computer accounts along with VPN access to those users that need VPN access, and other duties as the need arise via ticketing system(, i.e. Service Now and JIRA Service Desk system). Phone/client facing and remotely using Windows
• Remote desktop and other industry standard remoting tools for support. Setup New users accounts, troubleshooting desktop applications i.e., email, pc and printer repair HP/Xerox printers.
• Perform warranty hardware/software repair on MacBook Pro, MacBook Air, HP, IBM, Okta, Google Mail and Docs on Lenovo, Dell PCs and MacBook laptop products.
• Troubleshoots and isolates malfunctions and configuration problems.
• The Development of training materials and procedures, train users in the proper use of hardware or software, using MS Office suite i.e. 7,10,365 and GSuite.
• Set up audio visual/computer equipment as needed for conference room meetings.
• Preformed other office related duties as requested by the Office Managers.
• Answer user inquiries regarding computer software or hardware operation to resolve problems with staff, users, and management.
• Prepare evaluations of software or hardware, to recommend improvements or upgrades while gathering end user equipment information for Asset Management LAN, WAN and Wi-Fi connectivity support.

Active Directory Migration Scheduler/Help Desk / Equipment Inventory

Confidential, New York City, NY

Responsibilities:

• Scheduling users for Active Directory and Exchange migration and gathering end user equipment information for Asset Management Using Active Directory to manage and prep units and user accounts for PC and or laptops for migration.
• Resolved computer problems via ticketing system, in person, via phone, email and remotely, using Windows Remote desktop and other industry standard remote tools. Technical support of hand held devices i.e. Blackberry, Android, iPhone, iPads, etc.
• Resolved technical problems with LAN, WAN and wireless connectivity as needed.

Windows 7 Migration/Helpdesk Support Technician

Confidential, New York City, NY

Responsibilities:

• Windows 7 Migration/Helpdesk Support Technician. Prep units and user accounts for PC and or laptops for migration.
• Perform Hardware Imaging for new systems, (Windows 7 and MS Office 10, Adobe Creative Suite Software) Installation Using (SCCM 2007, SCCM 2013/SDG/AD) to migrate desktops and laptops resolved computer problems via ticketing system, in person, via phone, remotely and over email.
• Provided tech support to computer system users Resolve technical problems with LAN, WAN and wireless connectivity.
• Assistance with computer hardware, computer software, printing, program installation

Desktop Support

Confidential, Huntington/ Amityville, NY

Responsibilities:

• Working with Active Directory for user accounts such as changing and resetting passwords.
• Utilizing CA ticketing system to track issues and resolve them.
• Extensive phone support for 500 - 1000 users of all levels in the hospital. Making changes in administrative tools for local groups and policies.
• Resolve technical problems with LAN and WAN connectivity.
• Documented troubleshooting scenarios.

Windows 7 Migration/Lead Helpdesk Support

Confidential, New York City, NY

Responsibilities:

• Lead a team of six for Windows 7 Migration/Helpdesk Support Technicians.
• Prep units and user accounts for PC and or laptops for migration.
• Update all migration information using SharePoint/scheduling system.
• Perform Hardware Imaging for new systems to Windows 7 and installed.
• Monitored and updated industry standard programs and software packages
• Using (SCCM 2007, SCCM 2013/SDG/AD) to migrate desktops and laptops Phone support for Confidential users utilizing CA ticketing system to track and resolve issues Software and hardware training for all levels of end users, documented troubleshooting scenarios
• Resolve technical problems with LAN and WAN connectivity.
• Bloomberg support through Bloomberg’s market data service provider, my actual support for the software was to put in the call to the service providers for the traders as the need arise.
• I was there to provide admin access to the company computers that is the jest of the support I was required to provide other than making sure that the macros worked when different traders log on to the same pcs.

Windows 7 Imaging Specialist

Confidential, New York City, NY

Responsibilities:

• Windows 7 imaging technician for 1220 new Lenovo x220 Laptops Using PXE boot for imaging the units on a dedicated T1 line and to 24 port smart switch.
• Managing the receipt and input of 1220 new Lenovo x220, Laptops inventory into spreadsheet for CIO for importation into company Help Desk system.
• Configuring end user accounts using USMT/SCCM on the new units and units that are upgraded i.e. ram and hard drives, reassigned, and deployed.
• Received and cataloged all units to be retired by creating inventory Spreadsheet and MS Access database.
• Coordinated with offsite technicians for the correct new unit needs of 26 locations via phone and instant messaging. Inventory legacy hardware systems
• Assist with network mappings and printer setups Hands-on client system support, first level remote troubleshooting for off-site employees

Relocation Project /Helpdesk Support Technician

Confidential, New York City, NY

Responsibilities:

• Relocation Project Technician/Helpdesk Support Technician Move and reset up of company
• Trade floor pcs to new location Inventory legacy hardware systems
• Assisted Project Managers in the end-to-end user process for destination moves
• Provide advance Windows system and hardware brake/fix service to end users.
• Provide hands-on client system support, first level remote troubleshooting for off-site employees and Trade floor support.

IT Contractor

Confidential, New York City, NY

Responsibilities:

• IT Contractor Provide technical support in a Windows XP and Windows 7 client network Administered the receiving, setting up, and deploying the new equipment for one Beth Israel’s sites
• Remove old equipment for return to site IT Department for decommission, also documented all received and return equipment for inventory tracking purposes.
• Led team in the removal of equipment i.e. pc, printers, scanners for transfer to new location.
• Led the reset up of equipment at new location along with the site lead.