SUMMARY:

• Upcoming Monroe College graduate offering a strong academic background in IT combined with excellent work experience as a Desktop Technical Analyst.
• Consistently recognized for technical troubleshooting skills used to rapidly and cost - effectively resolve challenging technical issues.
• Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

TECHNICAL SKILLS:

Operating Systems: Windows 9X/NT/2000/XP/7/8/10/2K3/2K8/, Mac OSX, Novell NetWare.

Databases: Oracle and Access 2003/2007/ 2010/2013/2016

Languages: HTML, XHTML, CSS, C++

Software: MS Project, MS Visio, MS Office 2010/2013/2016, MS Lync Server, Skype for Business, Cisco Jabber, Symantec Endpoint, Norton 360, Adobe Photoshop, Acrobat, and After Effects. HEAT, GOOD, Mobile Iron, Bloomberg Professional, & Microsoft SharePoint, TIMSS, Cognos, BMC Footprints, QuickBooks, Service Now & BMC Remedy.

Network: LAN/WAN, TCP/IP, VPN, RDP, VNC, Active Directory, MS Exchange

Devices: Blackberry & Blackberry OS, iPhone, iPad, and Android

Remote Support: Remote Desktop, Bomgar, Altiris, SCCM, Microsoft Light Touch, Kaseya, Log

Me in: Ignition, Rescue, & Console.

PROFESSIONAL EXPERIENCE:

Confidential, Minnetonka, MN

Level II Remote Support Analyst

Responsibilities:

• Helped with deploying, troubleshoot, install, configuring PC Onsite and in users homes.
• Hardware and Software troubleshooting, Installing and configuring applications on windows OS.
• Helped users with PC issues in the office and remotely using log me in.
• Strong understanding of DSS support and higher proficiency in Microsoft Outlook and 365.
• Displayed strong soft skills to be able to work with demanding users on the phone.

Confidential, Blaine, MN

Level Creative Support Specialist for Estee Lauder

Responsibilities:

• Had to support and troubleshoot issues with both Mac and Windows users.
• Received and inventory hardware assets for Mac Users and did Mac Hardware Refresh for users.
• Help with user’s mobile devices for email setup and Digital RSA token setup via smartphone.
• Troubleshoot User Accounts, Email and Lync using Active Directory, Exchange, & Lync Server.
• Tracked all issues using Service Now and closed all tickets within the five day SLA Period.
• Help with IT Improvement Projects and documented all procedures for common issues for local and long distance company sites.

Confidential, New York, NY

Temporary Mac Support Coordinator

Responsibilities:

• Asset tracked, imaged, and deploy MacBook Pro, MacBook Air, and Mac Mini to users.
• Supported users and track and fix issues using Service Now Ticketing System.
• Used Centrify to join Mac equipment to the domain and create a secure identity.
• Kept inventory and deployed software to users Macs using Casper Software Suite.
• Supported User Accounts, Email and Lync administration using Active Directory, Exchange, & Lync Server

Confidential, Rye, NY

Level 3 Desktop Support Analyst

Responsibilities:

• Used Remedy Ticketing System to track and fix users issues regardless of difficulty or platform.
• Needed to unpack imaged, setup and deploy laptops, MacBooks, and iMacs.
• Help the Server Team by swapping out Server HDDs and Tape Backup every other evening.
• Had to use Log Me In for remote support on PCs, Laptop, & Macs.
• Helped with Data Litigation by creating Ghost imaging of each HDD for server storage.
• Help installed and use HP Jet Admin Software to monitor all HP printers and replaced toner.
• Used Active Directory for user accounts and Lync Server for Skype for Business User account.

Confidential, Bloomington, MN

IT Remote Service Desk

Responsibilities:

• Needed to create new users accounts in Active Directory and Lync Server 2013.
• Had to terminate users accounts as part of the exiting process.
• Assign, Unlocked, Change Pins, Shipped Out, and disable user RSA Tokens.
• Reset Oracle Passwords for users using Oracle E-Business.
• Remote to users and fix their issues as well as push out software using LANDesk Management.
• Answered about 15+ phone calls to the Service Desk daily.
• Used BMC Remedy Management to Track, Create, and Closes tickets.
• Had to go within the Service Desk Email Queue to solve issues and to create ticket to other Administrators

Tier II Desktop Support

Responsibilities:

• Provided workstation, laptop, network device and printer hardware and software support and remediation.
• Test and image desktops and laptops using SCCM Deployment.
• Had to train others users on various computer software and hardware onsite and remote.
• Had to ensure all open tickets requiring follow-up work and/or calls are resolved within 48 hours.

Confidential, New York, NY

Desktop Support

Responsibilities:

• Was responsible for providing PC and Mac support to all of the record labels under WMG.
• Had to unbox, imaged HP PC, Laptops, and Macs, and prepare them for deployment.
• Had to help resolve issues that was logged within Remedy and Service Now by Helpdesk.
• Migrated and upgraded users from older used PC hardware to more powerful hardware.
• Had to deploy PCs, Macs, Monitors, Laptops, MacBook Pros, and Printers
• Was responsible for liquidating older PC equipment that could not be used anymore.
• Had to report Asset Inventory at our work site and any changes regarding incoming and outgoing assets.

Confidential, New York, NY

LV 3 SSC Technical Analyst

Responsibilities:

• Had to support the Shared Service Center (SSC) Department with any IT issue that come up regardless of tier level.
• Did multiple migration change for clients from using MS Lync to Cisco Jabber.
• Setup and gave IT support the Union Local and it members who relies on the SSC Services.
• Help out with multiple IT projects within the IT department including organizing and re-applying user permissions in Active Directory and Oracle database move and upgrade.
• Migrated users from Windows XP to Windows 7 64 bit and upgraded versions Mac OSX version.
• Imaged, deployed, and tracked PC/MACs, laptops, monitors, docking stations, printers, etc.
• Setup, add, and modify permissions, and deleted users and groups in Active Directory.
• Closed all tickets in a timely manner. Also created & send out weekly reports to management regarding the work that was done.

Confidential, New York, N.Y

Sr. Help Desk Specialist

Responsibilities:

• Responsible for the deployment of PCs, Macs, Monitors, and Printers within the company.
• Had to migrate users for Windows XP to Windows 7 and transfer their data and settings.
• Imaged PCs and laptops using Microsoft Light Touch Deployment Services.
• Help solve all issues with clients as quickly as possible.
• Help setup and modify users to the Avaya Phone System and Blackberry’s.
• Was able to track and record all clients’ issues using a Web based program called Fit Services.
• Helped with organizing inventory on PC and PC components for future upgrades.
• Learned a wide range of support abilities and advance troubleshooting tactics.
• Setup and deployed PCs with Bloomberg Professional installed for the company’s trading floor.
• Help to keep documents and files up to date on the company’s SharePoint intranet.

Confidential, New York, NY

IT Service Center Senior Analyst

Responsibilities:

• Responsible for taking calls from clients and helping them over the phone, in person, and by remote connection.
• Used the HEAT Ticket Service to create tickets regarding issues from clients and assign to the right groups.
• Had to deploy PC, MAC, Laptops, Printers, etc.
• Used SCCM to imaged computers and laptops and had to deploy computer equipment and IP phones to clients.
• Worked within the IT SC dispatch group to help solve client’s problems ranging from easy to complex.
• Had to add, update, and delete client’s info on the company’s SharePoint intranet.
• Setup, modify, and troubleshoot client’s Blackberry devices using the Blackberry Enterprise software.

Confidential, New York, NY

Technical Analyst

Responsibilities:

• Responsible for the inventory and deployment of 70 + assets per month (i.e. computer, monitors, printers, laptops, and Macs)
• Kept inventory of all assets and deployed computers, monitors, printers, laptops, and Macs.
• Troubleshoot software & hardware problems and repaired and/or replaced client’s hardware & software
• Was able to complete a mass user migration to Windows 7 systems.
• Demonstrated excellent customer service skills across all levels of the organization
• Responsible for the yearly building-wide audit on all deployed assets and updated the inventory database
• Leveraged the Altiris Deployment Software and Microsoft System Center Configuration Manager to image and deploy software packages and different Windows OS
• Drove for results and built a strong reputation with client groups
• Used Magic and SDC Customer Ticket Service to help clients with everyday computer problems