PROFILE SUMMARY:

• A collaborative, astute, and performance driven professional with over 16 years of proven success in information technology, telecommunications networking, as well as computer technology.
• Hands - on expertise in troubleshooting, installation & configuration, networking, maintenance, and desktop support, in line with aggressive objectives.
• Results-oriented professional with a consistent record of driving change, providing support, and being the ‘go-to' professional in times of technology crises.
• A versatile individual possessing an acute awareness of practical issues and trends, particularly accessibility, usability and emerging technologies.
• Adept at spearheading large-scale, multi-location projects and programs. An effective leader with a strong ability to present complex solutions clearly and accurately.
• Broad experience and extensive knowledge in cross - functional IT project management, methodologies, and techniques.
• Strong analytical and problem resolution skills, and ability to analyze business problems and opportunities.
• Excellent interpersonal and communication skills, both orally and in writing.
• Adept at assessing and prioritizing opportunities, setting project milestones, aligning stakeholders and communicating decisions throughout the company.
• Strength to remain calm under pressure; and make swift, correct decisions in emergency situations.

TECHNICAL SKILLS:

Networks: Routers, Switches, and AP, Network and Internet connectivity, and TCP/IP, Palo Alto Firewalls, Aruba wireless device, Cisco Acano

Software: MS Office 2007/2010/2013/2016/365 , Terminal Server, Active Directory, SCCM 2012, Adobe Acrobat X, Symantec Endpoint, SafeNet, Avaya One X Communicator, Avaya One X Agent, Avaya ASA, Avaya CMS, Avaya Aura, AVAYA Attendant, AVAYA CES, AVAYA Communication Manager, Proteus, MIMECAST, Hummingbird DM 6.0, Bomgar, Putty, Citrix Clients, PeopleSoft, Secure Pulse VPN, Acano, Loop-up, Blue Jeans, Sound Path, Skype, NetDocuments, Apple iPhone 6/7/8/X, IOS 11, BES 12, RSA, Duo Mobile, Bit 9 Locker, Silo, OKTA, IQtrack, OWA, Proxy-Pro, BlackBerry IOS, Cisco Spark.

Operating System: Windows 7/10, Server 2003, 2008 and 2012.

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Desktop Support Analyst/Telecom Analyst/A/V Support

Responsibilities:

• Oversaw the setting up, installation, and Configuration of Dell Desktop OptiPlex 1020, and Lenovo Laptop XI Carbon/ Yoga.
• Image Dell Desktops and Lenovo Laptops through SCCM.
• Deployed software, and updates through SCCM to all desktops and laptops to the entire firm.
• Troubleshot user problems on their mobile Apps, hardware, and network.
• Spearheaded the standardization and centralization of new hire and termination procedures for management. Setup video conference room with Acano, and created Acano accounts to managers, lawyers, and partners.
• Set-up and configured AVAYA 9600 series for VOIP for the entire firm.
• Successful installation and configuration of wired and wireless headsets for all attorneys in the firm.
• Effectively managed Telecom/Desktop support tickets and prioritize them with urgency.
• Coordinated moves, add, and changes in AVAYA PBX Phone system when users moved offices, terminations, and new hires.
• Kept a proper inventory of Telecom equipment of AVAYA IP Desk Phones, Polycom, wireless and wired headsets.
• Setup Video Conference room with Cisco SX20/SX80 Codec, Cisco Spark, Polycom 8000X/9000X Codec, Skype video conference meetings.
• Created Loop up accounts for the user that will use this audio bridge.
• Maintained the BVIOP circuits of the firm and escalated if there are any problems with any BVOIP circuits.

Confidential, New York, NY

Desktop Support Analyst/Telecom Analyst

Responsibilities:

• Managed the installation and configuration of Nexus switches and routers.
• Maintained Cisco 6500 catalyst switches and upgraded the entire firm with Cisco 4506E switches with PoE.
• Championed the installation, configuration, and monitoring of Cisco Aironet 2700 series AP for the entire NY home office.
• Managed upgrades of Telecommunications equipment of over 2000 users in the firm.
• Provided adequate Desktop Support to over 1,200 including users in Windows 7 environment.
• Oversaw the deployment and updating of Telecom software through SCCM 2012 in NYC, D.C., L.A., and Palo Alto office.
• Troubleshot the updated software deployment through SCCM 2012 on PC’s that were not receiving the updates or new software distributed throughout the firm.

Confidential, New York

Network Operations Engineer (NOC)

Responsibilities:

• Provided surveillance of the firm’s WAN/LAN with the use of all applicable NOC network and systems management tools.
• Served as technical point of escalation for troubleshooting for NOC operators for issues/events and outages.
• Provided adequate assistance to the NOC operators with their daily work activities when appropriate or necessary promptly.
• Managed changed tickets within the guidelines of the NOC change management procedures.
• Closed the client matter books using Tivoli and Maestro jobs.
• Ensured detailed reports were provided to higher management of network outages and data center issues for all Global offices.
• Collaborated with Litigation group on retention pulls for client matters.
• Ensured proper communication and escalation of maintenance and production issues.
• Worked closely with other Information Technology teams towards improving processes and procedures.

Confidential, New York

Desktop Support Engineer/Bes Administrator

Responsibilities:

• Provided desktop support for over 1,200 plus users in Windows XP, and Windows 2003R2 environment on the Bes.
• Coordinated the setting-up, configuration, and deployment of blackberry devices throughout the firm.
• Played an integral role in establishing firm security policies, permissions, and encryption software on the Bes when activation is ready to start and finish.
• Successfully set-up and configured encryption software RSA on laptops, desktops, USB devices and Blackberry devices.

Confidential, New York

Desktop Support Engineer/System Administrator

Responsibilities:

• Provided desktop support for over 200 users in XP, Vista and 7 environments which include the branch office S.D.
• Troubleshot VMware snapshots problems on the ESX Host Server.
• Oversaw the deployment of Network Printers to the Firm and added them to the Print Server on Windows Server 2008 R2.
• Deployed Windows XP, Vista and 7 machines with Altiris deployment software throughout the firm.
• Troubleshot problems with Hummingbird DM 5.2 when the applications were not working properly or when the documents were locked.
• Maintained all the tape backups, changed the tapes daily, sent the weekly tapes offsite, maintained of servers, and SAN environment.
• Executed the installation, addition, and configuration of Blackberry devices for BLBG users on the BES Server 5.0
• Championed the creation of a print server on Windows Server 2008 R2.
• Effectively managed all the ESX servers on the SAN and all the Physical Servers in the New York Office.
• Created users accounts in Exchange, deleted accounts and privileges in Exchange. Plus, modified users in Exchange with multiple email addresses, logins and configure the primary email accounts without deleting the old email accounts.
• Rolled-out new Dell hardware equipment and kept the inventory of all new hardware for the firm and Legacy equipment.
• Setup video conference rooms for BLBG staff, attorney’s and partners when they had a deposition with clients or a conference meeting.

Confidential, New York

Desktop Support Engineer

Responsibilities:

• Built Windows 2003 R2 Domain control Server, decommissioned Servers on the SAN and created Servers on the EMC Navisphere in VMware environment.
• Managed the Helpdesk Queue and HD Application to respond to the user’s problems and tracking purposes.
• Provided desktop support for over 160 plus in XP environment which includes the branch offices in LI, NJ, and PA.
• Maintained a Network Environment consisting of HP Procurve switches layer 2 and layer 3, Cisco Firewalls, switches, routers, and Netgear switches.
• Supported a Nortel PBX phone system in NYC and VOIP in the satellite locations.
• Carried out PC setup, configurations, upgrades, third-party software support, HP printers, VPN, and Server Maintenance.
• Monitored and maintained Milrose SAN virtual environment, Symantec Exec. Backups, Bes Server, SQL Servers, Exchange 2003/2007, Active Directory, IIS, SharePoint 2007, Terminal Server, and the VMware.
• Analyzed servers system logs and identification of potential issues with computers and the servers.
• Introduced and integrated innovative technologies into the existing data center environments.
• Performed routine audits of systems and software as well as performed backups with Symantec Exec. Backups.
• Applied operating system updates, patches, and configuration changes on the servers.
• Modified users account information through the addition, removal, or updating of a user account, reset passwords in an AD, Exchange, and the Bes Server.
• Ensured adequate monitoring of systems security, troubleshoot any reported problems and documented the configurations of the Milrose systems.
• Performed maintenance and ensured the network infrastructure is up and running 24/7.

Confidential, New York, NY

Systems Support Representative

Responsibilities:

• Served at Fortune 500 companies in Retail, Media, Financial institutions, and Insurance companies.
• Competently carried out PC installations, configurations, upgrades, and troubleshoot network connections for Morgan Stanley, WAMU, Deutsche Bank, Reuters, Chase, JCrew, Kohl’s, WAL-MART, Zurich, and ACE Insurance.
• Spearheaded the implementation of IBM POS registers and POS Servers in the X-Series, I-Series, P-series, and S-Series for GAP INC, Walgreens, Best Buy and JCrew.
• Installed and configured XP rollout nationwide for WAMU Branch offices for OS/2 Server upgrade.

Desktop Support Engineer

Confidential

Responsibilities:

• Provided desktop support for Deutsche Bank PCAM group, American Express, Merrill Lynch, JP Morgan Chase, UBS, Citibank and various corporate accounts.
• Setup, configured, created accounts and maintained all backups on various servers for ACE Insurance Inc.
• Maintained Re a 24/7 LAN/WAN networks environment system consisting of 300 plus users in the Editorial Dept. at Reuters.
• Configured, setup, and troubleshot Reuters Applications such as Kobra 3000, RT 2000, and Lotus Notes.
• Served as project Team Lead, Pilot Team Lead and trained techs for K-mart, Sears, and Gap Inc. on POS Registers, Servers and Network environments on client sites.
• Served as team lead on Kohl's upgrade conversions of legacy Network, POS Registers, and POS servers nationwide.
• Oversaw XP conversion for WAMU from OS2 to XP nationwide project.